Journey mapping is the process of visually outlining the entire experience a prospect or customer goes through when interacting with your company, from the first touchpoint to post-sale engagement.

It helps sales, marketing, product, and customer success teams understand how buyers move through each stage, identify pain points, and improve the overall experience.

A journey map typically includes:

• Key stages (e.g., awareness, consideration, decision, onboarding, renewal)
• Customer goals at each stage
• Touchpoints (ads, emails, calls, demos, support interactions)
• Emotions, questions, or objections the customer may have
• Opportunities to improve or streamline the process