Customer journey
The customer journey is the sequence of steps a person goes through from first hearing of a company to buying, and the relationship that follows.
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What does Customer journey mean?
A typical journey: someone finds the website, fills in a form, receives a quote, buys, later orders again or recommends the company to someone else. At every step they can move on or drop out.
Drawing the journey out shows where replies need to be faster, where a reminder is missing, and where the relationship ends needlessly after the purchase.
Why does it matter to a small business?
In a small team the journey often passes through several hands: one person answers the phone, another writes the quote, a third invoices. If nobody sees the whole of it, customers are lost in the gaps between steps, not because of a poor offer. Thinking the journey through shows which gap needs an owner or an automatic reminder.
What does it look like in practice?
Details
Suppose a garden designer in Debrecen walks through their own customer journey: an ad, a phone enquiry, a site visit, a quote, the work, the invoice. It turns out that after the site visit no quote goes out for days, and that is where most enquirers drop out. They put a task with a two-day deadline on that step.
How does HelloTeam CRM handle it?
Details
In HelloTeam a contact's status (lead, prospect, customer, inactive) and timeline show where someone is. The lifecycle view shows how many contacts moved on each month, and how long passed between the stages.