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CRM Hero Journey - Customer Engagement Tracking

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1. Overview

Track how customers move through your journey stages - from first discovery call to full mastery - so you know exactly when to follow up and what to offer next. The system captures every CTA click, calculates readiness for next steps, and alerts your team when a customer skips ahead (signaling high intent). This gives you real-time visibility into customer momentum and ensures no high-value opportunity slips through the cracks.

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2. Step-by-Step Guide

For Founders: Understanding Your Customer Journey Position
  1. View your current stage - Navigate to Journey Dashboard (/journeydashboard) to see which of the 6 Hero Journey stages you’re in: Call to Discovery, Crossing the Threshold, Mapping the Terrain, Forging Alliances, Construction, or Mastery.
  2. Click CTAs throughout the platform - When you click any call-to-action button (discovery call request, inquiry form, playbook access), the system tracks this as a progression signal and awards readiness points based on how far ahead that CTA is from your current stage.
  3. Check your progression history - Access Journey Overview (/journeyoverview) to see your complete stage transition history, including dates you moved between stages and your readiness score at each transition.
  4. Access gated playbooks - When you click a playbook CTA, you’ll see contextually generated content with inspirational quotes and custom messaging tailored to that specific playbook’s domain tags.
  5. Upgrade when prompted - If you click a CTA requiring a higher subscription tier than you currently have, a tier comparison modal appears showing what you gain by upgrading, with options to upgrade via Stripe or talk to sales.
For Consultants: Monitoring Customer Engagement
  1. Open the consultant dashboard - Navigate to Human Sherpa Dashboard (/humansherpadashboard) to see real-time alerts when customers show high intent by clicking CTAs ahead of their current stage.
  2. Review alert priority - Alerts display sorted by urgency: Urgent (gap of 3+ stages), High (gap of 2 stages), Medium (gap of 1 stage). Each alert shows the customer’s email, current stage, target stage, and recommended action.
  3. Acknowledge and act - Click “Acknowledge” to flag the alert for follow-up, then “Mark as Actioned” once you’ve reached out to the customer. Alerts expire automatically after 7 days if not addressed.
  4. Track entry points - View each customer’s original entry point (first CTA clicked) and entry point history to understand their journey from initial discovery to current engagement.
  5. Monitor conversion metrics - Access Playbook Analytics (/playbookanalytics) to see display counts, conversion rates, and average time-to-submit for gated content across different playbooks.

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3. Common Questions

Q: What happens to my entry point if I submit an inquiry form after clicking other CTAs?
A: Your original entry point moves to entry_point_history and the inquiry form becomes your new entry point. This preserves your complete attribution trail while highlighting your most recent high-intent action. All previous entry points remain accessible in your history with timestamps. Q: Why am I seeing an upgrade prompt when I click certain playbook CTAs?
A: Some playbooks require higher subscription tiers (Explorer, Accelerator, or Professional). The upgrade modal shows a side-by-side comparison of your current tier versus what’s required, highlighting the additional features you’d gain. You can either upgrade immediately via Stripe or schedule a sales consultation. Q: How does the system know I’m ready to move to the next stage?
A: The system awards progression points each time you click a CTA - more points if the CTA is ahead of your current stage (base_points × stage gap). When your accumulated points exceed the threshold for the next stage, you automatically advance. High-intent actions like clicking CTAs 2-3 stages ahead earn significantly more points. Q: What if I skip from Stage 1 directly to Stage 5 content - will that trigger an alert?
A: Yes - this creates an URGENT priority alert for your consultant team recommending an immediate phone call. Large stage jumps (gap of 4+) signal exceptional intent and warrant rapid response. Your consultant can see your complete engagement history to prepare for the conversation. Q: Do gated playbook pages show the same content every time?
A: No - content is generated using RAG (retrieval-augmented generation) that pulls inspirational quotes matching the playbook’s domain tags and creates custom header text and paragraphs specific to that playbook. Content is cached for 7 days, so you’ll see consistent messaging during that window, then fresh content after cache expiry.

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4. Troubleshooting

Issue: I clicked a CTA but don’t see my stage advancing
Solution: Stage advancement requires accumulating enough progression points to cross the threshold - a single CTA click typically won’t trigger an immediate stage change. Check Journey Overview to see your current progression points and how close you are to the next stage. Clicking CTAs ahead of your current stage accelerates progression through the point multiplier. Issue: The gated playbook page is taking more than 10 seconds to load
Solution: If RAG content generation times out, the system automatically falls back to static default content and still allows form submission. The timeout is logged for investigation. Refresh the page - if cached content exists from a previous generation, it will load immediately. Issue: I’m not receiving consultant follow-up after clicking advanced-stage CTAs
Solution: Alerts expire after 7 days if not actioned. Check that you’re clicking CTAs at least 1 stage ahead of your current position - same-stage clicks don’t trigger alerts. If you need immediate assistance, use the “Talk to Sales” option or submit an inquiry form, which overrides your entry point and creates a high-priority signal. Issue: My entry point history is empty even though I’ve clicked multiple CTAs
Solution: Entry point history only populates when your current entry point is overwritten by a new one - typically when you submit an inquiry form. Your first CTA click sets your entry point and preserves it until a higher-intent action (like inquiry submission) replaces it. All subsequent CTA clicks still award progression points without changing attribution. Journey Kanban (/journeykanban) - Visualize your progress through journey stages using a kanban board view. See which tasks and milestones you’ve completed within each stage and what’s blocking advancement. Connects to Hero Journey tracking by showing granular progress within your current stage. Analytics Dashboard (/analyticsdashboard) - Access funnel metrics showing how users distribute across all 6 Hero Journey stages, source attribution data, and conversion rates for gated content. Useful for understanding overall platform engagement patterns and identifying where users typically stall. Playbook Detail (/playbookdetail) - View detailed information about specific playbooks including required tier, domain tags, and typical user progression. Helps you plan which playbooks to access next based on your current stage and understand what tier upgrades unlock which content.