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Wilson Tan
Business Problem:
Teams cannot easily identify patterns, bottlenecks, or high-performing stages, limiting their ability to optimize the customer journey.
The absence of advanced tools like a Sankey diagrams or conversion matrices means businesses struggle to gain a comprehensive view of lifecycle dynamics, impacting their ability to improve conversion rates and reduce drop-offs.
Desired Outcome:
Introduce advanced lifecycle analysis reports with the following features:
  • Sankey Diagrams: Visualize customer flow across lifecycle stages and highlight where drop-offs occur or identify stages with the highest retention.
  • Conversion Matrix Table: Display stage-to-stage transition rates in a matrix format that provide clear metrics on movement between specific stages (e.g., Lead → Opportunity → Customer).
These reports can include metrics such as:
  • Stage Conversion Rates: How effectively contacts move between stages.
  • Drop-Off Rates: The percentage of contacts lost at each stage.
  • Average Time Spent per Stage: Insights into delays in the pipeline.
  • Stage Re-Entry Rates: Track customers who re-enter a previous stage.
  • Lifecycle Trend Analysis: Track historical lifecycle data to identify seasonal trends or long-term changes in customer behavior.