How is CRM used to track customer journeys?

The customer journey refers to the series of interactions a customer has with a business, from initial awareness to post-purchase engagement. CRM systems map out this journey by recording each touchpoint, such as website visits, email interactions, and in-store purchases. This holistic view helps businesses identify where customers are dropping off and make improvements to enhance their experience. For example, if a CRM reveals that many leads are abandoning their shopping carts, businesses can implement targeted campaigns to encourage checkout completion.

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