Customer Journey Data Model
- Browser
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. There is no out-of-the-box functionality for building customer journey visualizations. The image below is an example of how the data model might be implemented.
Considerations
- An account can only be added once to each journey
- A stage can only be added once to each journey
Related Links
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. |
