What are customer journeys?

Stages group steps together. Each stage displays 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. The Account detail view 360 Customer journeys tab displays a graphical representation of all the customer journeys for the account and customer journeys for contacts, opportunities, sales orders, quotes, or tickets associated with the account. On the Dashboard, the Customer Journey Kanban widgets are used to view a list of records in each stage of a selected customer journey as well as roll-up totals or count statistics of each stage.

Customer journeys are created and managed by the administrator. Administrators can:

• Insert a customer journey. See Inserting a customer journey.
• View or modify 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 modify stages. See Adding or modifying a customer journey stage.
  • Copy a stage. See Copying a customer journey.
  • Delete a stage. See Deleting a customer journey stage.
  • Add or modify steps. See Adding or modifying a customer journey step.
  • Copy a step. See Copying a customer journey step.
  • Delete a step. See Deleting a customer journey step.