The SaaS Customer Life Cycle

Hiba Rajput
3 min readSep 28, 2021


The customer life cycle focuses on the consequences of the SaaS customer experience that should be never-ending and ever-changing. As a result, we constantly prepared life cycle marketing guarantees that teams deliver additional value to each consumer based on their needs. As a result, the customer has every reason to stick with the brand in question.

It appears to be a simple cycle, but proper execution needs a great deal of timing and experience. You are trying to identify a customer, persuade them to sign up for your SaaS service, and then keep them. There are several factors to consider during and between each phase. These factors might cause either success or dissatisfied clients who depart.

SaaS Customer Life Cycle

The SaaS Life cycle has seven steps. We have explained each step below:

1. Awareness

Whether you are a SaaS provider or consumer, the customer life cycle begins when your customer first realizes a problem. You also make them aware that your product solves their marketing, referrals, demonstrations, and other issues.

2. Customers

Awareness will help you to qualify customers. You are evaluating a potential customer at this stage of the SaaS customer life cycle to see if they are a suitable fit for your company. The customer is also going over your materials and testing out a demo to see if you are the best fit for them.

3. Customer Purchase

When laying out your consumer journey, you should make purchase decisions in their phase. It allows you to find and verify the process and determine why people buy from you or don’t. Closing the purchase is also a suitable moment to assess your marketing efforts and conduct audits of documents and payment methods.

4. Onboard and Activate

The SaaS life cycle develops when you make the purchasing decision. You are interacting with fewer managers and C-suite executives, and your focus shifts to the everyday consumer. They are individuals who need training and help to use your program. The advantage of viewing this stage as a shift in your target client is that you and your teams will concentrate on generating a positive “first impression” with daily users.

5. Regular Use

The next stage in the SaaS customer experience occurs when the client and their teams rely on your service regularly. You become a part of their everyday activities and must treat them with the utmost respect. You inquire about your clients’ goals for frequent use and offer recommendations and guides to help them reach them.

6. Renewals

Renewals in the SaaS customer journey vary widely depending on the package and company. However, there is one overall theme: success is based on good communication and connections. Responding quickly to problems, asking customers what they want next, and provides reliability and upgrades all show your dedication to their business.

7. Referral and Advocacy

It is necessary to follow up with happy customers. Thank them for your business and inquire whether they would recommend you to their friends, coworkers, or other enterprises. Create a referral program that allows people to save money or get freebies for making recommendations that work for you if you want to sweeten the deal even more.


Customer service is the lifeblood of any software company, and SaaS customer service is the key to providing an outstanding service that makes your customers feel appreciated and respected. Client service excellence boosts customer loyalty, increases revenue, and improves your reputation.



Hiba Rajput

Tech writer sharing insights on the latest trends. Diving tech, productivity, social media strategies and more. Follow for compelling reads and knowledge.