Adding or Editing a Customer Journey Stage

You can add or edit a customer journey stage. Customer Journey stages are a collection of steps. For example, the steps in a stage called Qualify might include Solicitation Call, Send Information, and Follow-up.

To add or edit a customer journey stage:

  1. Select Customer Journey on the Navigation Bar, Administration > Customer Journey. The Customer Journey list view is displayed. See Using the Customer Journeys list view.
  2. Click the customer journey in the list or use the Lookup to locate the customer journey. The selected customer journey detail view opens. See Using Lookup.
  3. Click the Stages/Steps tab.
  4. Click the Add Stage on the tab toolbar to create a new stage.
  5. Click the stage name link of the stage to edit.
  6. Specify this information:
    Name
    The name of the stage.
    Order
    The numeric order value of the stage within the customer journey. Determines the order in which stages should be completed.
    Note: This is read-only.
    Description
    A brief description of the stage.
    Probability
    The probability of successfully completing the customer journey after completing the stage.
    Note: The probability should increase as each stage is completed.
    Expected Days in Stage
    The number of days it is expected to complete the stage and associated steps.
  7. Click OK to save the stage and close the dialog box.
    Note: You can also click Save and New to save the record and clear the dialog box so you can create a new customer journey stage.
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