The Contact Journey is a built-in Client Relationship Management (CRM) tool designed to help you visualize and manage the progression of a contact into an active client within your business.
Understanding the Dashboard
When you open the Contact Journey under the Contacts tab, you will see an overview of your sales pipeline:
Total Sales & Conversion Amount: The potential and actual revenue currently in your pipeline.
Stage Cards: Each stage (e.g., New Inquiry, Active Trial) is displayed as a card showing the clients currently in that phase.
Client Data: Next to each name, you can see their lifetime value, 30-day value, and how long they have been in that specific stage.
The 6 Default Stages
OfferingTree provides six pre-built stages to get you started:
New Inquiry: Contacts who joined via a contact form or manual add but haven't taken further action.
Booked/Drop-In: Clients who attended a session but do not yet have a membership or package.
Active Trial: Clients currently using an introductory offer or intro package.
Decision Zone: Clients whose intro offer has expired or has very few credits left, and haven't committed to a full plan yet.
Active Clients: Your core customers with an active package or membership.
Lost Clients: Contacts who did not convert after their initial inquiry.
Step-by-Step Guides
1. How to Customize Your Journey
You can tailor the journey to your specific business model:
Add/Edit Stages: Click the top right corner to add a new stage or click the Settings icon on any card to change its name and icon.
Reorder Stages: In the settings menu, you can drag and drop stages to change the sequence of your pipeline.
Set a "Lost Lane": Designate a specific stage (usually the last one) to represent lost leads.
Set a Journey Period. We defaulted to 90 days, but this can be changed to reflect your intro offer and new client nurture length.
2. Connecting Customer Segments
Stages are powered by Customer Segments. When a client meets the "rules" of a segment, they can be moved automatically.
Go to your Customer Segments page to see segments marked with a "Contact Journey" tag.
In the Stage Settings, choose which segment(s) should be tracked for that stage.
You can add multiple segments to a single stage.
3. Setting Win Probabilities
To forecast your revenue more accurately:
Open a Stage's settings and enter a Win Probability Rate. This setting can vary stage by stage.
Example: If you know that 5% of "New Inquiries" typically become paying clients, set the rate to 5%. This helps calculate your potential "Conversion Amount" at the top of the dashboard.
Tips:
Trust the Automation (But Keep Control): While segments move clients automatically based on behavior (like buying an intro offer), you can always move a client manually if needed.
Define Your Timeframe: Set a journey period (e.g., 90 days) that matches your typical sales cycle. Consider your intro offer length when deciding this.
Nurture with Automations: Use your journey segments as triggers for email automations. For example, when someone enters the "Decision Zone," trigger an email with a special discount to encourage them to buy a full membership.
Manual Refresh: If you’ve just added a client and don't see them yet, click "Refresh Now" to update the journey data instantly.
P.S. Join our Facebook group and connect with other OfferingTree users to share questions, offer ideas and insights, and support each other towards a more thriving wellness business.
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