The sequence of stages and interactions a buyer experiences while researching, purchasing, receiving, and using an offering.
Why Customer Journey matters
Understanding this term helps teams align sales, operations, finance, and technology around how business customers evaluate, purchase, and receive products or services.
How It Applies to E-Commerce
Commerce supports discovery, product evaluation, purchase, order tracking, and post-purchase self-service.
How It Applies to ERP Systems
ERP powers inventory promises, fulfillment, billing, and returns at operational journey stages.
How It Applies to CRM Systems
CRM records interactions and coordinates outreach across acquisition, service, and retention stages.