Customer Journey
The customer journey is the end-to-end sequence of stages a customer moves through with your company — from first awareness, through evaluation, purchase, onboarding, ongoing use, renewal, and either expansion or churn.
Common stages
- Awareness — discovers the problem and your product
- Consideration — comparing options
- Purchase — signs the contract
- Onboarding — first 30–60 days
- Adoption — daily / weekly use
- Expansion — adds seats, tiers, modules
- Renewal — contract continues
- Advocacy — refers others, writes reviews
Why mapping it matters
A documented customer journey helps every team — marketing, sales, CS, support, product — know what the customer is experiencing right now and what they need next. Without a map, each team optimizes locally and the customer feels handoff friction.
How BlueHill helps
BlueHill represents every stage of the post-sale journey natively — onboarding templates, ongoing project work, QBRs, renewal pipeline, expansion tracking — so the journey isn't theoretical, it's operational.
Related: Lifecycle · Milestone · Onboarding