April 29, 2024

How can I track the customer journey and touchpoints within HubSpot?

Hubspot logo

Step 1: Log into Your HubSpot Account

  • Visit the HubSpot website.
  • Enter your login credentials to access your dashboard.

Step 2: Access the Contacts Database

  • From the main dashboard, click on the "Contacts" tab.
  • Choose "All Contacts" to view your contact list.

Step 3: Select an Individual Contact

  • Click on any contact from the list to access their individual profile.

Step 4: Navigate to the Contact's Timeline

  • Once inside the contact's profile, scroll down to find the "Timeline" section.
  • This section contains a chronological history of the contact’s interactions with your brand.

Step 5: Filter the Timeline

  • Use the filter options on the timeline to refine what you see.
  • Choose from filters like "Email," "Meetings," "Website Visits," and more to track specific touchpoints.

Step 6: Set Up Reports to Analyze Touchpoints

  • From the main dashboard, go to "Reports" and select "Reports Home."
  • Click "Create Custom Report."
  • Choose a contact-based or company-based report, depending on your preference.
  • Add filters and metrics related to customer interactions, such as email clicks, form submissions, website visits, etc.

Step 7: Use Attribution Reports (if available)

  • From the Reports dashboard, navigate to "Attribution Reports."
  • These reports help you understand which touchpoints contribute most to conversions.
  • Select a report type (e.g., Revenue Attribution) to see which customer interactions lead to sales.

Step 8: Implement Tracking for Future Touchpoints

  • Go to "Settings" and navigate to "Tracking & Analytics."
  • Ensure you've set up all necessary tracking tools like the HubSpot tracking code on your website, email tracking, and more.

Step 9: Continuously Monitor and Update

  • Regularly check in on your contact timelines and reports to monitor new interactions.
  • Adjust your marketing and sales strategies based on insights gathered from these touchpoints.

Step 10: Educate Your Team

  • Share the importance of logging every interaction with team members, ensuring that each touchpoint gets recorded in HubSpot.
  • Regularly review these procedures with your team, and ensure they are up-to-date with any changes in HubSpot’s functionalities.