A Journey is a map of the key Milestones within a customer life cycle (ex: Onboarding, Renewals, Advocacy). Within each Milestone you can outline the tasks and achievements that will drive the customer through that phase in an organized and efficient manner. You can also set timelines for each Milestone and for the Journey overall, setting clear expectations for your processes internally and externally.
Once customers are added to a Journey, you can track each customer's progress through the Milestones and overall Journey. If a customer falls behind or becomes stuck, Journey reporting makes it easy to isolate when and why, so you can get the customer back on track. This information can also empower you to improve and streamline your processes.
Journeys are accessed from main menu on the right hand side of your screen:
NEXT: Setting Up Your Journeys