Adobe Customer Journey Analytics Use Case
Predict and mitigate customer churn.
Identify friction within journeys and experiences that lead to customer frustration and increase churn.
Know exactly why your customers are churning — and how to fix it.
Customer Journey Analytics lets you visualize and analyze your customers’ journey across channels so you can identify attrition patterns, find opportunities to improve experiences, and get ahead of churn.
Identify the drivers of customer retention and churn.
Customer Journey Analytics surfaces the patterns and trends that lead to customer attrition. Using the guided analysis tool, you can understand key retention metrics, such as repeat purchase and churn rates, within time frames defined by you. This structured analysis guide lets you clearly identify the journey touchpoints that lead to customer retention and attrition.
Remove friction points that led to churn in the past.
Customer Journey Analytics offers guided analysis views that help uncover friction points in customer journeys that historically hurt customer engagement and caused customer churn. For example, by monitoring conversion rates over time or active and dormant users’ activity, you can make product decisions that encourage re-engagement and retention. You can also uncover parts of the product experience that lead to user drop-off so you can improve the experience and mitigate long-term customer attrition.
Segment and re-engage withdrawn customers.
Once you’ve identified customers with a high risk of churn, you can create audiences for re-engagement campaigns through other Adobe Experience Cloud products, such as Adobe Marketo Engage and Adobe Journey Optimizer. With these tools and the insights from Customer Journey Analytics, you can deliver highly personalized content through email, social, display ads, and dynamically-updated web experiences.
