Customer Journey Mapping

Visual Journey Canvas

Customer Journey Mapping provides a visual flow diagram showing the stages a prospect moves through on their way to becoming a customer and advocate. The default journey stages are:

1. Visitor — Anonymous website visitor
2. Lead — Identified prospect who has shown interest
3. MQL (Marketing Qualified Lead) — Lead that meets marketing qualification criteria
4. SQL (Sales Qualified Lead) — Lead accepted by sales as a genuine opportunity
5. Customer — Closed-won deal, active customer
6. Advocate — Happy customer who refers others

Stage Configuration

Each stage is fully customizable with:

• Name and color
• Automation triggers — Actions that fire when a contact enters the stage (e.g., send welcome email, create onboarding task, notify account manager)
• Contact count — Number of contacts currently in this stage
• Average time in stage — How long contacts typically spend here

Conversion Metrics

Between each pair of stages, the journey view shows conversion rates as arrows. This makes it easy to identify bottlenecks where prospects get stuck or drop off.

Journey Analytics

The analytics section below the journey canvas provides:

• Conversion funnel — Horizontal bar chart showing contacts at each stage
• Time-in-stage analysis — Bar chart showing average days per stage
• Bottleneck detection — Automatically highlights stages with the longest time or lowest conversion rates

Automation Triggers

Set up automation triggers at each stage transition to ensure smooth handoffs. Common triggers include sending emails, creating tasks, updating deal stages, and notifying team members.