What Did You Notice?
Reflecting on Sarah's journey
You just watched Sarah Chen's 18-month journey from four different perspectives. Let's unpack what you saw.
Quick Reflection
Before we move on, take a moment to think about these questions:
Stage Transitions
Which stage transition felt most significant to you? Was it when Sarah moved from Researcher to Hand-Raiser? Or when she became an Advocate?
Think about what triggered each transition
The Four Views
Did you notice how each view revealed different information? Which view was most valuable at different stages?
Customer, Revenue, Context, or Enablement?
What Got Lost
When you toggled to "contrast mode," what context would have been missing in a traditional CRM?
The relationship intelligence vs. transaction logs
Team Coordination
How did the internal team members stay coordinated across Sarah's journey? What enabled the smooth handoffs?
From Marketing to Sales to Customer Success
Key Patterns You Saw
Even though every customer journey is unique, Sarah's story demonstrated several universal patterns:
Research Takes Time
Sarah spent months in the Researcher stage — downloading content, joining the community, asking questions. She wasn't delaying. She was learning. Traditional lead scoring would have marked her as "cold" and moved on.
Buying Is Multi-Stakeholder
Sarah didn't buy alone. Marcus (CRO) and Priya (Marketing Director) all played roles. The Unified Customer View tracked all of them, understanding their relationships and concerns. A traditional CRM would show three disconnected contact records.
Value Creation Is the Dangerous Zone
Remember when Sarah hit implementation challenges at the 30-day check-in? The Value Creator stage is where churn happens. Support during this phase determines whether customers become Adopters or regrets. The traditional CRM view shows "deal closed" and moves on — missing the critical moments.
Advocacy Can't Be Manufactured
Sarah didn't become an Advocate because someone asked her to write a testimonial. She became an Advocate because she experienced real value and wanted to help peers solve similar challenges. The Champion stage came naturally from there. You can't force this — you can only earn it.
The Contrast That Matters
The most important thing you saw wasn't more data — it was better organized data that serves relationship understanding.
❌ Traditional CRM View
That's it. The relationship intelligence — the 6-month research journey, the multi-stakeholder coordination, the implementation challenges, the advocacy development — all invisible or scattered across disconnected notes.
✅ Customer Value Platform
Customer View:
Current stage: Champion. Relationship quality: High. Active in community. 3 stakeholders tracked. Primary challenge: RevOps alignment.
Revenue View:
Total value: $185K (initial $125K + $60K expansion). Renewal date approaching. Expansion opportunities identified.
Business Context:
Source: LinkedIn RevOps community. Urgency: Board pressure on pipeline. Vision: Scale from $15M to $50M ARR.
Team Enablement:
Owner: Leadership (Alex). Next action: Strategic partnership planning. Last touchpoint: 2025 planning meeting.
The full relationship story — visible, actionable, unified.
What This Means for You
Sarah's journey might look different from your customers' journeys. But the principles are universal:
Track stages, not just statuses
Know where people are in their journey, not just in your pipeline
See the full picture
Four views give you complete context for every decision
Support the vulnerable zones
Researcher and Value Creator stages need your attention most
Build for advocacy
Champions multiply your impact — but you have to earn them