Determining customer touch points

The stages of the customer journey can also be viewed in the form of a customer funnel, with customers entering the funnel at discovery and moving step by step toward evaluation, integration, deployment, and ultimately, observability. From a business standpoint, you want to enable customers to move from one stage to the next as smoothly as possible.

There are several touch points throughout the customer journey, and we touched upon a few of them in the previous section. When you design your API experience, think of the questions your customers have in mind and try to find ways to provide that information in an easy-to-consume manner.

When your customers discover your APIs, it might be through channels such as social media such as YouTube, Twitter, and so on; Google Search; events; newsletters; white papers; and so on that lead them to your developer landing page where they can start to learn about your APIs. These channels are the first touch...