Explore topicsSupport the Customer Lifecycle
Build reusable communication programs around onboarding, adoption, and reengagement, using meaningful milestones to determine when people enter, progress through, or leave each lifecycle experience.
Support consistent communication as customer needs evolve.
Guide new customers toward meaningful first actions, adapting followup when they have already completed the intended milestone.
Choose the first meaningful customer milestone, rather than measuring onboarding only by how many messages were sent. Use observed progress to determine what guidance remains useful. When someone completes the intended action, route them onward or end the sequence, checking how exit rules behave while a person is waiting in a delayed step.
Use observed feature activity to identify appropriate education opportunities and avoid repeating guidance customers no longer need.
Connect education to a feature or activity that would make the product more useful for the eligible audience. Exclude people who already reached that milestone and evaluate adoption with a defined event. A product tour, a help message and a followup can serve different needs without becoming an automatic series for every customer.
Define inactivity criteria and exit conditions before testing reengagement messages, with suppression rules that respect current communication preferences.
Define inactivity relative to the customer context and decide when a return should end reengagement. Limit repeated attempts, check current subscription eligibility and provide a meaningful reason to reconnect. A new session or purchase may change what is appropriate; test those changes while messages are waiting, not only when people first enter the program.
Lifecycle programs turn business milestones into reusable communication patterns. Onboarding, adoption and reengagement need different entry and exit rules, but all should respond when a customer completes the intended action or no longer needs the original guidance.