Customer Journey Data Model

  • Browser (Classic, Lightning)

The Customer Journey data model can be used to store customer journey data and create visualizations. This data model allows you to do the following:

  • Create a Customer Journey for each product in CRM and link it to a Brand Plan
  • Assign HCPs to a stage in a Customer Journey based on where they are in the particular product’s journey
  • Define Customer Journey Stages with recommended promotional activities that assist users in promoting the product and moving HCPs along the product journey

For example, Bob Brown, a Brand Manager for Verteo BioPharma, wants to create a customer journey visualization that his team members can use to track HCP progress for Cholecap. He uses the Customer Journey data model to add four stages he wants customers to move through as they become more familiar with the product. Finally, he creates a page layout that displays the journey stages.

Creating a Visualization Using the Journey Data Model

Users can create a visualization using the data model and provided page layouts to track activities identified for each journey stage for planned versus completed or skipped activities, types of touch points (channels) used to complete activities, message delivery, changes in customer level of adoption, and HCP progression through the Adoption Stages.

If you need help integrating customer journeys with your specific business requirements, contact your Account Partner. If MyInsights is used to create the visualizations to view and manage the customer journey, you can define where in Veeva CRM you want to display the visualization, for example, within an Account Plan, Account page, or the Home Page and on which platforms.

Implementing the customer journey data model is up to each organization. This is an example of how the data model can be implemented.

Considerations

  • An account can only be added once to each journey
  • A stage can only be added once to each journey

Data Model - Objects

Object Label

Object Name

Object Description

Customer Journey

Customer_Journey_vod

Stores the general information for a Customer Journey.

Customer Journey Stage

Customer_Journey_Stage_vod

Stores the stages of a Customer Journey.

Customer Journey Stage Activity

Customer_Journey_Stage_Activity_vod

Stores the activities that are linked to a Customer Journey Stage.

Customer Journey Account

Customer_Journey_Account_vod

Stores the accounts that are linked to a Customer Journey.

Customer Journey Execution

Customer_Journey_Execution_vod

Stores the history of HCP journey progress.

Product Journey Stage

Product_Journey_Stage_vod

Stores key information and guidelines for HCP product adoption stages.

Brand Plan

Brand_Plan_vod

Stores general information about a Brand Plan.

Data Model - Fields

Object Name

Field Label

Field Name

Data Type

Field Description

Brand_Plan_vod

Product

Product_vod

lookup(Product_vod)

The product linked to the brand plan.

Brand_Plan_vod

Detail Group

Detail_Group_vod

lookup(Product_vod)

The detail group linked to the brand plan.

Brand_Plan_vod

Description

Description_vod

text(255)

Description of the brand plan.

Brand_Plan_vod

External ID

External_ID_vod

text(255) - External ID

Used for data loading.

Customer_Journey_vod

Description

Description_vod

text(255)

Description of the customer journey.

Customer_Journey_vod

Product

Product_vod

lookup(Product_vod)

Product linked to the customer journey.

Customer_Journey_vod

Detail Group

Detail_Group_vod

lookup(Product_vod)

Detail group linked to the customer journey.

Customer_Journey_vod

Brand Plan

Brand_Plan_vod

lookup(Brand_Plan_vod)

Brand Plan linked to the customer journey.

Customer_Journey_vod

Start Date

Start_Date_vod

date

Start date of a customer journey.

Customer_Journey_vod

End Date

End_Date_vod

date

End date of a customer journey.

Customer_Journey_vod

Country Code

Country_User_vod

picklist (single)

Country code of the customer journey.

Customer_Journey_vod

External ID

External_ID_vod

text(255) - External ID

Used for data loading.

Global Value Set

Adoption Stages

Adoption_Stages_vod

picklist (single)

Adoption stages used in CRM Customer Journeys.

Customer_Journey_Stage_vod

Customer Journey

Customer_Journey_vod

master-detail(Customer_Journey_vod)

Parent customer journey.

Customer_Journey_Stage_vod

Summary

Summary_vod

text(255)

An overview of the customer journey stage.

Customer_Journey_Stage_vod

Stage

Stage_vod

picklist (single)

Customer journey stage.

Customer_Journey_Stage_vod

Product Journey Stage

Product_Journey_Stage_vod

lookup(Product_Journey_Stage_vod)

Link to Product Journey Stage.

Customer_Journey_Stage_vod

External ID

External_ID_vod

text(255) - External ID

Used for data loading.

Customer_Journey_Stage_vod

Veeva External ID

VExternal_ID_vod

text(255) - External ID, Unique, Case Insensitive

External Id used by Veeva CRM. Unique key field that prevents duplicate stages from being added to the same customer journey.

Customer_Journey_Stage_Activity_vod

Customer Journey Stage

Customer_Journey_Stage_vod

master-detail(Customer_Journey_Stage_vod)

Parent customer journey stage.

Customer_Journey_Stage_Activity_vod

Channel

Channel_vod

picklist (single)

Recommended channel for the activity.

Customer_Journey_Stage_Activity_vod

Sequence

Sequence_vod

number(5,0)

Sequence number of the activity.

Customer_Journey_Stage_Activity_vod

Objective

Objective_vod

text(255)

Objective of the activity.

Customer_Journey_Stage_Activity_vod

Key Message

Key_Message_vod

lookup(Key_Message_vod)

Key message linked to the activity.

Customer_Journey_Stage_Activity_vod

CLM Presentation

CLM_Presentation_vod

lookup(CLM_Presentation_vod)

CLM Presentation linked to the activity.

Customer_Journey_Stage_Activity_vod

Vault ID

Vault_ID_vod

text(255)

Vault ID of the email template.

Customer_Journey_Stage_Activity_vod

Email Template Vault Doc ID

Email_Template_Vault_Doc_ID_vod

text(40)

Vault Document ID of the email template.

Customer_Journey_Stage_Activity_vod

Email Fragment Vault Doc ID

Email_Fragment_Vault_Doc_IDs_vod

long text area(32768)

Vault Document ID of the email fragment. Can be a comma-separated list of Vault Document IDs.

Customer_Journey_Stage_Activity_vod

Event

Event_vod

lookup(EM_Event_vod)

Event related to the activity.

Customer_Journey_Stage_Activity_vod

External ID

External_ID_vod

text(255) - External ID

Used for data loading.

Customer_Journey_Account_vod

Current Customer Journey Stage

Current_Customer_Journey_Stage_vod

master-detail(Customer_Journey_Stage_vod)

The Customer Journey Stage the Account is currently in.

Customer_Journey_Account_vod

Customer Journey

Customer_Journey_vod

lookup(Customer_Journey_vod)

The parent Customer Journey.

Customer_Journey_Account_vod

Account

Account_vod

lookup(Account)

Reference to the Account.

Customer_Journey_Account_vod

Status

Status_vod

picklist

Status of the Account in the Customer Journey.

Customer_Journey_Account_vod

External ID

External_ID_vod

text(255) - External ID

Used for data loading.

Customer_Journey_Account_vod

Veeva External ID

VExternal_ID_vod

text(255) - External ID, Unique, Case Insensitive

External Id used by Veeva CRM. Unique key field that prevents duplicate accounts from being added to the same customer journey.

Customer_Journey_Execution_vod

Customer Journey Stage Activity

Customer_Journey_Stage_Activity_vod

lookup(Customer_Journey_Stage_Activity_vod)

The Customer Journey Stage Activity linked to the execution.

Customer_Journey_Execution_vod

Customer Journey Account

Customer_Journey_Account_vod

lookup(Customer_Journey_Account_vod)

The Customer Journey Account linked to the execution.

Customer_Journey_Execution_vod

Customer Journey Stage

Customer_Journey_Stage_vod

lookup(Customer_Journey_Stage_vod)

The Customer Journey Stage linked to the execution. Used for stage shifts.

Customer_Journey_Execution_vod

Previous Customer Journey Stage

Previous_Customer_Journey_Stage_vod

lookup(Customer_Journey_Stage_vod)

The previous Customer Journey Stage linked to the execution. Used for stage shifts.

Customer_Journey_Execution_vod

Customer Journey

Customer_Journey_vod

lookup(Customer_Journey_vod)

The Customer Journey linked to the execution. Used for stage shifts.

Customer_Journey_Execution_vod

Channel

Channel_vod

picklist (single)

The channel used for the execution.

Customer_Journey_Execution_vod

Call

Call_vod

lookup(Call2_vod)

The Call linked to the execution.

Customer_Journey_Execution_vod

Sent Email

Sent_Email_vod

lookup(Sent_Email_vod)

The Sent Email linked to the execution.

Customer_Journey_Execution_vod

Key Message

Key_Message_vod

lookup(Key_Message_vod)

The Key Message linked to the execution.

Customer_Journey_Execution_vod

Sent Message

Sent_Message_vod

lookup(Sent_Message_vod)

The Sent Message linked to the execution.

Customer_Journey_Execution_vod

Event

Event_vod

lookup(EM_Event_vod)

The Event linked to the execution.

Customer_Journey_Execution_vod

Date

Date_vod

date

The date of the execution.

Customer_Journey_Execution_vod

Skip Reason

Skip_Reason_vod

picklist (single)

The reason for the activity skip.

Customer_Journey_Execution_vod

External ID

External_ID_vod

text(text(255) - External ID 

Used for data loading.

Product_Journey_Stage_vod

Product

Product_vod

lookup(Product_vod)

Product linked to the adoption information.

Product_Journey_Stage_vod

Detail Group

Detail_Group_vod

lookup(Product_vod)

Detail group linked to the adoption information.

Product_Journey_Stage_vod

Country Code

Country_User_vod

picklist (single)

Country code of the product adoption information.

Product_Journey_Stage_vod

Stage

Stage_vod

picklist (single)

The stage the product journey information is for.

Product_Journey_Stage_vod

Brand Goals

Brand_Goals_vod

long text area(32768)

Brand goals for the product journey stage.

Product_Journey_Stage_vod

Barriers

Barriers_vod

long text area(32768)

Barriers for the product journey stage.

Product_Journey_Stage_vod

External ID

External_ID_vod

text(255) - External ID

Used for data loading.