A customer journey is the sequence of stages and touchpoints a customer goes through: anonymous visitor, lead, buyer, repeat customer, advocate.
Category
Marketing Automation
Also known as
buyer journey
Mapping it is the basis for lifecycle marketing and orchestration. The value comes from acting on where someone is, not treating everyone the same.
In practice
Map the journey around the customer’s real stages, not your internal funnel. The gaps between stages are usually where the money leaks.
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