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CRM Hero Journey - Customer Engagement Tracking

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1. Overview

Track where prospects stand in their buying journey and respond at the right moment. The system captures every interaction - from first click to conversion - and alerts your team when prospects jump ahead, signaling high intent. You build relationships based on real behavior, not guesswork.

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2. Step-by-Step Guide

Tracking Your First Prospect Journey:
  1. Prospect clicks their first CTA - When someone clicks “Schedule Discovery Call” or “Download Playbook,” the system captures this as their entry point and places them in Stage 1: “Call to Discovery.”
  2. View journey progression - Navigate to /customerjourney to see all prospects mapped across the 6 journey stages. Each card shows their current stage, entry point, and time in stage.
  3. Receive progression alerts - When a prospect at Stage 2 clicks a Stage 4 CTA (skipping stages), you receive a high-priority alert on /humansherpadashboard with recommended actions and contact context.
  4. Review alert details - The alert displays prospect email, original entry point, current stage (Stage 2), target stage (Stage 4), and suggests 24-hour follow-up with phone call.
  5. Take action and mark complete - Click “Acknowledge” to flag for follow-up, then “Mark as Actioned” after completing outreach. The alert moves to archived status.
  6. Monitor funnel metrics - Access /analyticsdashboard to view distribution across all 6 stages, conversion rates by entry point, and average time-to-advance for each stage.
Setting Up Gated Content:
  1. Prospect accesses gated playbook - When someone clicks to view restricted content, the system generates contextual header text and supporting paragraphs using AI.
  2. Review generated content - The gated form displays custom messaging that references the specific playbook domain and includes an inspirational quote matching the topic.
  3. Track form performance - Each display increments the view counter. Submissions increment conversion count and update average time-to-submit metrics.
  4. Export conversion data - Navigate to /playbookanalytics to compare gated content performance and identify high-converting variations.
Handling Tier Upgrade Prompts:
  1. Prospect clicks restricted CTA - When an Explorer tier user clicks a CTA requiring Accelerator tier, the tier upgrade modal appears automatically.
  2. Review tier comparison - The modal displays current tier (Explorer) vs. required tier (Accelerator) with feature comparison table.
  3. Choose upgrade path - Click “Upgrade to Accelerator” to proceed to Stripe checkout, or “Talk to Sales” to open pre-populated contact form with upgrade intent captured.
  4. Complete purchase - After Stripe checkout completion, the system grants immediate access to the previously restricted content and updates user tier.

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3. Common Questions

Q: What triggers a stage transition for a prospect?
A: Stage transitions occur when progression points exceed the threshold for the next stage. Each CTA awards base points (1-50) multiplied by the stage gap. For example, a Stage 2 prospect clicking a Stage 4 CTA earns points × 2 gap multiplier, accelerating progression. Q: How long do consultant alerts stay active?
A: Alerts expire after 7 days if status remains “pending.” Acknowledged or actioned alerts are preserved in history for audit trails but won’t generate repeat notifications. You control alert lifecycle by marking them acknowledged or actioned. Q: Can I see what brought a prospect to the platform originally?
A: Yes. Every prospect profile captures entry_point data including first CTA clicked, source page, and UTM parameters (source, medium, campaign). This attribution persists even when prospects submit inquiry forms later, with complete entry_point_history maintained. Q: What happens if RAG content generation times out?
A: The system falls back to static default content after 10 seconds, ensuring prospects never see errors. The form remains functional and submissions are captured normally. Timeout events are logged for investigation and the next request triggers a retry. Q: Why would someone skip from Stage 1 to Stage 6?
A: Large stage jumps (gap of 4+) create URGENT priority alerts because they may indicate data quality issues or exceptionally high-intent prospects. The system flags these for immediate phone calls. Review the prospect’s entry point and click history to determine if they’re a qualified lead or a misfire.

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4. Troubleshooting

Issue: Alerts not appearing on consultant dashboard
Solution: Verify you’re viewing /humansherpadashboard with proper authentication. Check that Supabase real-time subscriptions are enabled in your browser (no ad blockers interfering). Refresh the page to re-establish the websocket connection. If alerts exist but don’t display, filter by status to ensure you’re not hiding “pending” alerts. Issue: Entry point shows as NULL for returning users
Solution: Entry points are only captured on the very first CTA click. If a prospect visited before the system went live or cleared their session, entry_point may be NULL. This is expected behavior. New clicks won’t overwrite NULL unless it’s an inquiry form submission, which forces a new entry point. Issue: Gated content shows generic text instead of custom messaging
Solution: This occurs when cached content expired and regeneration failed. Check that the Anthropic API key is configured correctly. Verify playbook_metadata contains required fields (title, tagline, domain_tags, tone). Clear the 7-day cache by deleting the entry in playbook_gate_content to force fresh generation. Issue: Tier upgrade modal doesn’t redirect to Stripe checkout
Solution: Verify session storage contains upgrade_intent data. Check that the required tier mapping in the modal matches your Stripe product configuration. Ensure the user’s current tier is correctly set in user_profiles.current_tier. Test with a fresh browser session to rule out stale cache. Journey Kanban (/journeykanban) - Visualize all active prospects on a kanban board organized by journey stage. Drag prospects between stages manually when offline interactions occur, ensuring your CRM reflects the complete picture beyond digital clicks. Analytics Dashboard (/analyticsdashboard) - Dive deeper into funnel performance with conversion rates, average time-in-stage, and drop-off analysis. Identify which stages need process improvements and which entry points deliver the highest-quality prospects. Customer Planning Review (/customerplanningreview) - Once prospects advance to Stage 5 (Construction) or Stage 6 (Mastery), use this feature to collaborate on implementation roadmaps. The journey tracking data informs which playbooks and resources match their validated needs.