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Overview

A customer’s path usually lives in several places: deals hold the sales stages, onboarding records hold implementation, and the company holds its lifecycle. A customer journey puts those phases in one row (Marketing, Sales, Implementation, Success and Product) so you can see the whole path, where customers stall, and what was promised at each handoff. The journey is built from properties you already have, like a deal’s stage or a company’s lifecycle stage. There is nothing new to keep up to date: when a deal moves stage, the customer moves on the journey. Open it from the Journeys module, or from Set up your customer journey on the Get ready checklist. The screen has four tabs: Map, Customers, Insights and Setup.

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Set up the journey

Only workspace admins can change the journey. A new journey starts as a draft built from your objects.
  1. Go to Journeys → Setup.
  2. Click Start from a template to pick a starting point, like B2B SaaS, Services and agencies, Real estate, Venture capital, Sales only or Customer success only.
  3. For each phase, pick where its stages come from (for example Deals · Deal stage) and, optionally, who owns it with Owned by…, a user property such as the account executive.
  4. For each stage, set:
    • Target days: how long a customer should spend there.
    • Meetings: the meetings you expect in that stage, each with an optional playbook.
    • Focus tasks: what should get done before the customer moves on. Some tasks in the templates, like “Hold the kickoff”, tick themselves off once that meeting is held.
    • Automations: workflows to run when a record enters and when it leaves.
    • Leaves the phase here marks an exit, like Lost or Churned.
  5. Optionally pick a Health grade to show as Health on the Customers tab. The grade’s rubric can read journey facts, such as a customer being past their stage’s target time or a key role being unfilled.
  6. Click Save, then Turn on. A journey that’s on shows for everyone.

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Map

The Map shows one column per phase and a card per stage, over the last 30, 90 or 365 days or all time. Each phase shows how many customers entered it and the median time they spent there. Each stage card shows:
  • how many customers are in it now,
  • the median days against the stage’s target (in amber when over),
  • the share of customers who move on,
  • the meetings expected there, with their playbooks.

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Customers

Every customer on the journey, with their current stage, health and days in stage. Switch from Everyone to Past target to see only the customers who have been in their stage longer than its target.

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Insights

  • What leads to renewal: behaviours that separate customers who renewed from the others, once 30 have renewed or churned.
  • Time in stage: median days per stage, for everyone or for one segment (pick a select property under Segment).
  • Where customers drop off: the share of customers who reached a stage and went no further.
  • Cohorts: customers by the month they started, with how many were won, lost or are still open.
  • Forecast: pick the property that holds a customer’s revenue, and each open customer’s revenue is weighted by how often customers in their stage have been won before, by month.

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The Journey tab on a customer

Turning a journey on adds a Journey tab to the record it follows (usually the company). It shows:
  • Where they are: the phase, stage and day count against the target, like “Success · Adopting, day 34 of 45”.
  • The strip: every stage this customer went through, across all their linked records, sized by time spent, with how long peers usually take.
  • Ask Stella: ask Stella, your AI teammate, about this customer, or pick a prompt like “Where are they stuck?” or “What did we promise them?”.
  • People: their champion, economic buyer, exec sponsor and other roles, when you last talked to each, and who on your team owns each phase. A required role nobody holds shows as a gap.
  • Their goals: what the customer wants to achieve, with status and progress. A goal can be measured from product usage.
  • During a stage: pick a stage on the strip to see Stella’s summary of it and everything that happened while they were there.
  • Handoff briefs: when a customer moves to the next phase, click Write a brief. Stella drafts their goals, the promises you made, risks and key people from their activity; edit it and send it to the next owner, who is notified.
  • Customer page: click Make a link to share a page with the customer: their goals marked Show to customer, the steps left in this phase, the next meeting and the files you tick. It shows no notes, scores or health, and the link lasts 90 days.
On mobile, a customer’s record has a read-only Journey tab with the same stages, goals and people.