So, you want to actually understand what your customers are doing—not just nod along to some dashboard full of vanity metrics. Solid move. This guide is for anyone responsible for real go-to-market results: product marketers, sales ops, growth folks, and anyone sick of guessing what’s working.
We’ll break down how to map customer journeys using the Champify GTM platform. You’ll get step-by-step instructions, not just “high-level” fluff. I’ll flag what’s genuinely helpful and what’s just noise. No spreadsheets required.
Why Map Customer Journeys in Champify?
Let’s get the “why” out of the way:
- Find the leaks. See where prospects drop off, not just where they convert.
- Fix the right problems. Stop optimizing stuff that doesn’t matter.
- See what’s working. Double down on the steps that actually move the needle.
Champify’s GTM (Go-To-Market) platform tries to make this less painful. The tools are good, but only if you use them right. Let’s make sure you do.
Step 1: Get Clear on Your Journey Stages
Before you click anything, get specific about what “the journey” means for your business.
What to do: - List out your stages. For SaaS, it might be: Awareness → Signup → Onboarding → Activation → Renewal. - Define each stage. What exactly does moving from one stage to the next look like? (Hint: “Engaged” is not a stage.) - Keep it simple. Start with 3–6 stages. You can always refine later.
Pro tip: Don’t try to map every possible path right now. Focus on your main customer flow.
Step 2: Audit Your Data and Touchpoints
You can’t map what you can’t see. Figure out what information you already have, and what’s missing.
Checklist: - Where does your data live? (CRM, product analytics, support tickets, etc.) - Are customer interactions tracked in Champify already, or do you need to connect other tools? - Is the data clean and up-to-date, or will you waste hours cleaning up duplicates?
What works: - Start with what’s in Champify, then add other sources as needed. - If data is a mess, fix major issues now—you’ll thank yourself later.
What to ignore: - Obsessing over “perfect” data. You’ll never have it. Get workable data and move on.
Step 3: Connect and Sync Your Data Sources
Champify’s value is in bringing everything together. This is where you make sure it doesn’t just become another reporting silo.
Steps: 1. Go to the Integrations section in Champify. 2. Connect your primary CRM (Salesforce, HubSpot, etc.) 3. Add product analytics tools like Mixpanel or Segment if you track in-product behavior. 4. Pull in support or marketing touchpoints if they matter for your journey (e.g., Intercom, Marketo).
Tips: - Prioritize the integrations that actually move the needle—don’t connect everything just because you can. - Run a test sync. Check for weirdness (duplicate accounts, missing fields, etc.).
What doesn’t work: - Relying on manual CSV imports. It’s 2024—this should be automated.
Step 4: Build Your Customer Journey Map in Champify
Now you’re ready to use Champify’s journey mapping features. This is where the magic (or the mess) happens.
How to do it: 1. Open the Journey Mapping module. 2. Create a new journey. Name it something clear (“SaaS Free Trial to Paid,” not “Q2 Initiative”). 3. Drag and drop your stages (from Step 1) into the map. 4. Define the entry/exit criteria for each stage. Be specific—“User logs in 3 times in 2 weeks” is better than “Active user.” 5. Map key touchpoints (emails, calls, product milestones) to each stage. 6. Set up alerts or triggers for drop-offs or conversions if Champify supports it.
What works: - Keep the map focused. Too many paths = nobody uses it. - Use real data to define criteria—don’t just guess.
What to skip: - Overcomplicating with edge cases. If it only happens 1% of the time, worry about it later.
Step 5: Visualize and Analyze the Journey
You’ve got the map. Now make sure it tells you something useful.
In Champify: - Use the Journey Analytics dashboard to see conversion/drop-off rates between stages. - Filter by segment (industry, company size, etc.) to see if patterns are different for key groups. - Look for bottlenecks—places where people get stuck or bail.
What works: - Focus on the biggest leaks first. Don’t waste time fixing small gaps. - Check the map against real deals or customer stories. Does it match reality, or are you missing steps?
What to ignore: - “Pretty” maps that don’t lead to action. If it’s not helping you make decisions, it’s just decoration.
Step 6: Share Insights and Get Feedback
Don’t keep the map to yourself. The real value is when the whole team can see (and challenge) your assumptions.
How to share: - Use Champify’s sharing features to give access to sales, CS, and product teams. - Export key visuals or reports for leadership—keep it simple, don’t overwhelm with details. - Ask for feedback: “Does this match what you’re seeing with real customers?”
What works: - Regularly revisit the map. Things change—so should your journey. - Encourage pushback. The goal is accuracy, not ego.
What doesn’t work: - Treating the journey map as a one-and-done project. It’s not a static document.
Step 7: Iterate and Automate Actions
A map is only useful if it drives action. Here’s how to actually use what you’ve built:
- Set up automated alerts in Champify for key events (e.g., stalled deals, at-risk customers).
- Trigger workflows—like assigning follow-ups or sending content—based on journey stage.
- Run small experiments: For example, try a new onboarding email when people stall at activation, and see if it moves the needle.
Pro tip: Start with one or two automations. Add more as you see what actually helps.
What Actually Matters (And What Doesn’t)
Focus on: - Clear, simple stages. - Reliable data feeding your map. - Sharing and acting on what you find.
Skip: - Overengineering the map with every possible branch. - Spending weeks perfecting data before starting. - Fancy visuals that nobody uses.
Keep It Simple, Iterate Often
Mapping customer journeys in Champify isn’t about having the fanciest flowchart. It’s about seeing where customers get stuck, fixing it, and getting a little better each time. Start simple. Map the basics. Share what you find. If it helps you and your team make better decisions, you’re on the right track. And if you mess it up? Good—now you know what to fix. That’s the real value.
Now—go build your first journey map. Don’t wait for “perfect.” Just get something real in front of your team and improve from there.