What are Customer Journeys?
Customer journeys are series of stages and steps to guide a user and record, for example an opportunity or contact, through a particular process.
Stages group steps together. Each stage shows the stage name and the percentage probability of completing the customer journey successfully when the stage is completed. Steps are the actions that completes the stage. For example, the steps in a stage called Demonstration that include steps for Demonstration Preparation, Product Demonstration, and Demonstration Thank You email.
You can use the Customer Journey tab on some detail views to select and start a customer journey and track your progress by performing and completing steps and stages. On the Dashboard, the Customer Journey Opportunity Kanban widget is used to view a list of the opportunities in each stage of a selected customer journey as well as roll-up totals of the sales potential, actual sales amount and weighted potential of the opportunities in each stage.
Customer journeys are created and managed by the administrator. Administrators can:
- Insert a Customer Journey. See Inserting a Customer Journey.
- View or edit Customer Journey details. See Using the Customer Journey detail view.
- Copy a Customer Journey. See Copying a Customer Journey.
- Delete a Customer Journey. See Deleting a Customer Journey.
- View or manage Stages and Steps. See Customer Journey Stages/Steps tab.
- Add or Edit Stages. See Adding or Editing a Customer Journey Stage.
- Copy a Stage. See Copying a Customer Journey.
- Delete a Stage. See Deleting a Customer Journey Stage.
- Add or Edit Steps. See Adding or Editing a Customer Journey Step.
- Copy a Step. See Copying a Customer Journey Step.
- Delete a Step. See Deleting a Customer Journey Step.