{"id":528,"date":"2023-06-27T17:23:49","date_gmt":"2023-06-27T14:23:49","guid":{"rendered":"https:\/\/brosh-crm.com\/?p=528"},"modified":"2026-04-15T23:42:47","modified_gmt":"2026-04-15T20:42:47","slug":"heencustomer-journey-from-interested-to-advocateesviaje-del-cliente-de-interesado-a-defensor","status":"publish","type":"post","link":"https:\/\/brosh-crm.com\/en\/2023\/06\/27\/heencustomer-journey-from-interested-to-advocateesviaje-del-cliente-de-interesado-a-defensor\/","title":{"rendered":"Customer Journey: From Interested to Advocate"},"content":{"rendered":"

In recent years, we are hearing and encountering the term customer journey quite frequently – in work plans, marketing meetings, brainstorming sessions, and many other places. What exactly is this customer journey that everyone loves to talk about?<\/strong><\/p>\n

<\/p>\n

It is a strategic process that builds relationships with new visitors and prospects and converts them into loyal, returning customers and\/or strengthens the relationship with existing customers.<\/strong> In the modern business world, the customer journey has become one of the central factors for business success. BROSH CRM system<\/strong> enables businesses to manage and map the customer journey professionally and effectively, while tracking every touchpoint and continuously improving the customer experience.<\/p>\n

\n

What is a customer journey? It’s the way prospects become customers and then become loyal customers and ambassadors of your brand.<\/p>\n<\/blockquote>\n

<\/span>Defining Customer Journey: What Is It Actually?<\/strong><\/span><\/h2>\n

The customer journey refers to the process a potential customer goes through from the moment they are first exposed to your brand until they become a paying, recommending, and returning customer. It is a dynamic, multi-stage process that evolves over time and is influenced by various touchpoints.<\/p>\n

<\/span>Customer Journey Stages<\/strong><\/span><\/h3>\n

1. Prospect:<\/strong> From the initial exposure to the product\/service through initial interest and first contact attempt until becoming a purchasing customer. At this stage, BROSH system<\/strong> enables automatic tracking of every action by the potential customer.<\/p>\n

2. Existing Customer:<\/strong> From the moment the customer makes a purchase and chooses to receive your services. The goal at this stage is to strengthen the relationship and brand experience with the existing customer.<\/p>\n

3. Loyal Customer and Advocate:<\/strong> This is the ultimate stage where the customer not only continues to purchase but also spreads the word about the product\/service through recommendations and referrals.<\/p>\n

<\/span>Touchpoints in the Customer Journey<\/strong><\/span><\/h2>\n

Customer journey is a goal-oriented strategic process. The strategic process is defined by touchpoints between the company and the customer over time.<\/p>\n

Touchpoints can be: digital (ads, website, emails), offline (meetings, events), service (support center, technical support), and sales (quotes, contracts).<\/p>\n

BROSH CRM system<\/strong> enables mapping and managing all these touchpoints with automatic documentation of every interaction.<\/p>\n

<\/span>Customer Experience: The Heart of Customer Journey<\/strong><\/span><\/h2>\n

An important and essential outcome of the customer journey is the customer experience created during the journey. Every positive interaction is added value in the customer’s eyes.<\/p>\n

How BROSH CRM improves customer experience:<\/strong> Fast response, centralized information, personalization, smart automations, and team collaboration.<\/p>\n

<\/span>Importance of Customer Journey for Existing Customers<\/strong><\/span><\/h2>\n

According to research:<\/p>\n

    \n
  • Investment in acquiring a new customer can be up to 7 times more than retaining an existing customer<\/li>\n
  • Probability of selling to an existing customer: 60-70% (significantly higher than a new customer)<\/li>\n
  • Existing customers spend 67% more than new customers<\/li>\n<\/ul>\n

    <\/span>Benefits of Proper Customer Journey Management<\/strong><\/span><\/h2>\n

    Business benefits: Increased conversion rate, reduced acquisition costs, returning customers, competitive differentiation.<\/p>\n

    Operational benefits: Reduced workload, labor savings, standardized processes.<\/p>\n

    Marketing benefits: High satisfaction, brand loyalty creation, customers as ambassadors.<\/p>\n

    <\/span>In Summary<\/strong><\/span><\/h2>\n

    The customer journey is a multi-parameter and diverse process, and every organization needs to create and operate workflows that will enable it to manage and improve the journey in the best way. BROSH CRM system<\/strong> allows you to do all this simply, effectively, and professionally.<\/p>\n","protected":false},"excerpt":{"rendered":"

    \u05de\u05e1\u05e2 \u05dc\u05e7\u05d5\u05d7 \u05d4\u05d5\u05d0 \u05ea\u05d4\u05dc\u05d9\u05da \u05d0\u05e1\u05d8\u05e8\u05d8\u05d2\u05d9 \u05d4\u05de\u05dc\u05d5\u05d5\u05d4 \u05d0\u05ea \u05d4\u05dc\u05e7\u05d5\u05d7 \u05de\u05d4\u05d7\u05e9\u05d9\u05e4\u05d4 \u05d4\u05e8\u05d0\u05e9\u05d5\u05e0\u05d9\u05ea \u05d5\u05e2\u05d3 \u05dc\u05d4\u05e4\u05d9\u05db\u05ea\u05d5 \u05dc\u05e9\u05d2\u05e8\u05d9\u05e8 \u05d4\u05de\u05d5\u05ea\u05d2. \u05d2\u05dc\u05d5 \u05db\u05d9\u05e6\u05d3 \u05de\u05e2\u05e8\u05db\u05ea BROSH CRM \u05de\u05e1\u05d9\u05d9\u05e2\u05ea \u05dc\u05e0\u05d4\u05dc \u05d0\u05ea \u05de\u05e1\u05e2 \u05d4\u05dc\u05e7\u05d5\u05d7 \u05d1\u05e6\u05d5\u05e8\u05d4 \u05de\u05e7\u05e6\u05d5\u05e2\u05d9\u05ea – \u05de\u05de\u05d9\u05e4\u05d5\u05d9 \u05e0\u05e7\u05d5\u05d3\u05d5\u05ea \u05de\u05d2\u05e2, \u05d3\u05e8\u05da \u05d0\u05d5\u05d8\u05d5\u05de\u05e6\u05d9\u05d5\u05ea \u05d7\u05db\u05de\u05d5\u05ea, \u05d5\u05e2\u05d3 \u05dc\u05e9\u05d9\u05e4\u05d5\u05e8 \u05de\u05ea\u05de\u05d9\u05d3 \u05e9\u05dc \u05d7\u05d5\u05d5\u05d9\u05ea \u05d4\u05dc\u05e7\u05d5\u05d7. \u05db\u05d5\u05dc\u05dc: \u05d3\u05d5\u05d2\u05de\u05d0\u05d5\u05ea, \u05e0\u05ea\u05d5\u05e0\u05d9\u05dd, \u05d9\u05ea\u05e8\u05d5\u05e0\u05d5\u05ea \u05d5\u05de\u05d3\u05e8\u05d9\u05da \u05d4\u05ea\u05d7\u05dc\u05d4.<\/p>\n","protected":false},"author":3,"featured_media":947,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18,93,43],"tags":[50,42,92],"class_list":["post-528","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-18","category-93","category-43","tag-50","tag-42","tag-92"],"yoast_head":"\nCustomer Journey: From Interested to Advocate<\/title>\n<meta name=\"description\" content=\"\u05d6\u05d4\u05d5 \u05ea\u05d4\u05dc\u05d9\u05da \u05d0\u05e1\u05d8\u05e8\u05d8\u05d2\u05d9 \u05d4\u05d1\u05d5\u05e0\u05d4 \u05de\u05e2\u05e8\u05db\u05d5\u05ea 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