A trip with Salesforce Journey Builder is a multi-step customer journey that guides customers through interactions with a brand. Journeys can be created visually, with each stage containing multiple touchpoints.
How it works
- Customers are assigned to a specific stage in a journey
- The next touchpoint depends on the customer’s location in the journey and their interactions with the brand
- Journeys can be triggered based on data from external systems, such as a CRM, website, or e-commerce platform
Benefits
- Journey Builder can help increase customer satisfaction, retention, and the return on marketing investment
- It can also promote interdepartmental collaboration among sales, service, commerce, and marketing teams
Creating a journey
- Go to the Journeys Dashboard
- Click Create New Journey
- Select Multi-Step Journey, Single Send Journey, or Transactional Send Journey
- Enter the name and a description for your journey
Journey Builder is part of Salesforce Marketing Cloud.
Content updated February 2025.
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