---
Title: "What Is a Customer Journey? Stages and Mapping"
Url: "https://computer.io/glossary/customer-journey"
Topic: "Customer experience"
Description: "A customer journey is the full path a customer takes with a company, from awareness to purchase, use, support and advocacy. Stages, mapping and examples."
---

# What is a customer journey?

A customer journey is the complete path a customer takes with a company, from first becoming aware of it through evaluating, buying, onboarding, using the product, getting support and becoming a loyal advocate. Customer journey mapping visualizes these stages and touchpoints to find friction.

## Stages

| Stage | Example touchpoint |
| --- | --- |
| Awareness | Search, ads |
| Consideration | Website, reviews |
| Purchase | Checkout, contract |
| Onboarding | Setup guides |
| Use and support | Help center, chat |
| Loyalty | Renewals, referrals |

## Mapping a journey

Pick a persona, list stages and touchpoints, record customer goals and emotions, and mark pain points.

## Using it

Prioritize fixes where friction is highest, often onboarding and support.

## FAQ

### What is customer journey mapping?

A visual representation of the steps and experiences customers have with a company.

### How many stages are in a customer journey?

Models vary; five to seven stages are common.

### Why does the customer journey matter for support?

Support moments strongly shape whether customers stay and recommend.

## Related terms

- [Customer experience (CX)](https://computer.io/glossary/customer-experience)
- [Omnichannel analytics](https://computer.io/glossary/omnichannel-analytics)
- [Voice of the customer (VoC)](https://computer.io/glossary/voice-of-the-customer)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Customer loyalty program](https://devrev.ai/blog/customer-loyalty-program)
- [Customer experience strategy](https://devrev.ai/blog/customer-experience-strategy)