One journey per active product, 365 days from delivery. Tracks whether customers are adopting essential features at the right pace for their segment.
A Journey starts when the Delivery team hands off a product and monitors adoption through 5 structured stages over 12 months. Achievements complete automatically when usage criteria are met. Each stage also has one CSM task - a structured check-in that must be completed manually.
The milestone completes only when both all achievements AND the task are done. An account that meets all adoption criteria but has an open task is still considered incomplete.
Journeys and ChurnScores are complementary, not redundant. A customer On Track in the journey is using the product at a basic operational level - necessary but not sufficient to assess churn risk. Always combine journey progress with the product ChurnScore for a complete picture. Some metrics appear in both, others in only one.
Stage timeline - all products
Stage 1
Early Activation & Habit Formation
Day 0-15 • 15 days
0-10 days: On Track
11-25 days: Behind
26+ days: Stuck
Stage 2
Early Activation & Habit Formation
Day 15-30 • 15 days
0-10 days: On Track
11-25 days: Behind
26+ days: Stuck
Stage 3
Early Activation & Habit Formation
Day 30-60 • 30 days
0-25 days: On Track
26-35 days: Behind
36+ days: Stuck
Stage 4
Consolidation
Month 2-6 • 120 days
0-120 days: On Track
121-150 days: Behind
151+ days: Stuck
Stage 5
Ongoing Adoption & Continuity
Month 7-12 • 180 days
0-180 days: On Track
181-210 days: Behind
211+ days: Stuck
Product adoption criteria
3 active achievements per milestone. Focuses on login frequency, support ticket volume, and call answer rate.
Achievement
Stages 1-3
Stages 4-5
Support & Engagement
Support Tickets (ALL)
≤ 2 open FidSpark tickets
≤ 1 open FidSpark ticket
Login
Log In (S1/S2)
≥ 1 event / last 30 days
Unchanged - merged to ALL ≥ 1
Log In (S3)
≥ 2 events / last 30 days
Merged to ALL ≥ 1 (relaxed)
Log In (S4)
≥ 4 events / last 30 days
Merged to ALL ≥ 1 (relaxed)
Product Usage
Answer Rate (S1/S2)
≥ 75%
Unchanged
Answer Rate (S3)
≥ 80%
Unchanged
Answer Rate (S4)
≥ 90%
Unchanged
Not yet implemented
Communications enabled, Auto Reply Created, % dissatisfied customers managed
Configured but not active
1
Support Tickets Opened
ALL segments
Stages 1-3
Criterion
Value
Open FidSpark tickets
≤ 2
Stages 4-5changes
Criterion
Value
Open FidSpark tickets
≤ 1
2
Log In
Segment-specific
Stages 1-3
Segment
Min events / 30 days
S1 / S2
≥ 1
S3
≥ 2
S4
≥ 4
Stages 4-5changes
Segment
Min events / 30 days
ALL
≥ 1 (per-segment distinction removed)
S3 and S4 thresholds are relaxed in Stage 4-5 - basic active usage is sufficient once adoption is established.
3
Answer Rate
Segment-specific
Stages 1-3
Segment
Min answer rate
S1 / S2
≥ 75%
S3
≥ 80%
S4
≥ 90%
Stages 4-5
Segment
Min answer rate
S1 / S2
≥ 75%
S3
≥ 80%
S4
≥ 90%
No change. Higher segments maintain higher answer rate expectations throughout.
Task - End of Stage check-in: assigned to the CSM Owner at each stage. Must be completed manually. Stage 1-3: 15/15/30 days. Stage 4: 120 days. Stage 5: 180 days.
6 active achievements per milestone. Tracks login rate, alert management, ticket volume, and lead handling speed.
Achievement
Stages 1-3
Stages 4-5
Support
Support Tickets (S1/S2)
≤ 3 open LeadSpark tickets
Merged to ALL ≤ 3
Support Tickets (S3/S4)
≤ 4 open LeadSpark tickets
Merged to ALL ≤ 3
Login
Log In / % Active Users (S1/S2)
≥ 80% active users / last 7 days
Unchanged
Log In / % Active Users (S3/S4)
≥ 70% active users / last 7 days
Unchanged
Alert Management
AVG Expired Alerts (S1/S2)
≤ 10% expired alerts per user
Unchanged
AVG Expired Alerts (S3/S4)
≤ 20% expired alerts per user
Unchanged
Lead Speed
Time to First Call (ALL)
Trend improving vs previous 14 days
Unchanged
Lead Qualification Time (ALL)
Trend improving vs previous 14 days
Unchanged
1
Support Tickets Opened
Segment-specific
Stages 1-3
Segment
Max open tickets
S1 / S2
≤ 3
S3 / S4
≤ 4
S3/S4 have a higher early-stage tolerance, reflecting larger and more complex implementations.
Stages 4-5changes
Segment
Max open tickets
ALL
≤ 3
Per-segment distinction is removed. All accounts converge to a single threshold as implementation complexity normalizes.
2
Log In / % Active Users
Segment-specific
Stages 1-3
Segment
% active users / 7 days
S1 / S2
≥ 80%
S3 / S4
≥ 70%
Event: LSKe - % of active users. Number of Event Instances ≥ 1.
Stages 4-5
Segment
% active users / 7 days
S1 / S2
≥ 80%
S3 / S4
≥ 70%
No change. Login expectations remain constant throughout all stages.
Achieved when the dealer is calling leads faster than the previous 14-day period. Trend-based - not an absolute threshold.
5
Lead Qualification Time
ALL segments
All stages
Criterion
Value
Event
LSKe - Lead Qualification Time
Period
Last 14 days vs previous 14 days
Condition
Usage change > 0%
Achieved when leads are being qualified faster than the previous 14-day period. Trend-based - not an absolute threshold.
Task - End of Stage check-in: assigned to the CSM Owner at each stage. Must be completed manually. Stage 1-3: 15/15/30 days. Stage 4: 120 days. Stage 5: 180 days.
6 active achievements per milestone. Similar structure to LeadSpark Essential but uses Revolution-specific events. Notably uniform login threshold across all segments.
Achievement
Stages 1-3
Stages 4-5
Support
Support Tickets (S1/S2)
≤ 3 open LeadSpark tickets
≤ 2 (Stage 4) / ≤ 1 (Stage 5)
Support Tickets (S3/S4)
≤ 4 open LeadSpark tickets
≤ 3 (Stage 4) / ≤ 2 (Stage 5)
Login
Log In / % Active Users (ALL)
≥ 50% active users / last 7 days
≥ 60% active users / last 7 days
Task Management
AVG Expired Tasks (S1/S2)
≤ 10% expired tasks per user
Unchanged
AVG Expired Tasks (S3/S4)
≤ 20% expired tasks per user
Unchanged
Lead Speed
Time to First Call (ALL)
Trend improving vs previous 14 days
Unchanged
Lead Qualification Time (ALL)
Trend improving vs previous 14 days
Unchanged
1
Support Tickets Opened
Segment-specific
Stages 1-3
Segment
Max open tickets
S1 / S2
≤ 3
S3 / S4
≤ 4
Stages 4-5changes
Segment
Stage 4
Stage 5
S1 / S2
≤ 2
≤ 1
S3 / S4
≤ 3
≤ 2
Unlike LeadSpark Essential, per-segment distinction is maintained - and thresholds tighten progressively from Stage 4 to Stage 5.
2
Log In / % Active Users
ALL segments - same threshold
Stages 1-3
Segment
% active users / 7 days
ALL
≥ 50%
Event: LSKr - % active users. Unlike LeadSpark Essential, no per-segment differentiation - reflects the single cross-segment configuration of the LSKr ChurnScore.
Stages 4-5changes
Segment
% active users / 7 days
ALL
≥ 60%
Threshold increases to 60% - deeper adoption expected as the product matures.
3
AVG Expired Tasks per User
Segment-specific
All stages
Segment
Max % expired tasks
S1 / S2
≤ 10%
S3 / S4
≤ 20%
Event: LSKr - AVG Expired Tasks per user. Measures SLA-violated tasks. Unchanged across all stages.
4
Time to First Call
ALL segments
All stages
Criterion
Value
Event
LSKr - Time to First Call
Period
Last 14 days vs previous 14 days
Condition
Usage change > 0%
Trend-based. Achieved when the dealer is calling leads faster than the previous 14-day period. Unchanged across all stages.
5
Lead Qualification Time
ALL segments
All stages
Criterion
Value
Event
LSKr - Lead Qualification Time
Period
Last 14 days vs previous 14 days
Condition
Usage change > 0%
Trend-based. Achieved when leads are being qualified faster than the previous 14-day period. Unchanged across all stages.
Task - End of Stage check-in: assigned to the CSM Owner at each stage. Must be completed manually. Stage 1-3: 15/15/30 days. Stage 4: 120 days. Stage 5: 180 days.
5 active achievements per milestone. Tracks support tickets, login events, active campaigns count, and predictive campaign usage. Most granular per-segment campaign thresholds of all journeys.
Achievement
Stages 1-3
Stages 4-5
Support
Support Tickets (ALL)
≤ 2 open PredictSpark tickets
≤ 1 open PredictSpark ticket
Login
Log In (S1/S2)
≥ 1 event / last 30 days
S1: ≥ 1 event / S2: ≥ 2 events
Log In (S3/S4)
≥ 2 events / last 30 days
Unchanged
Campaigns
Active Campaigns (S1)
≥ 1 active campaign
Unchanged
Active Campaigns (S2)
≥ 2 active campaigns
Unchanged
Active Campaigns (S3)
≥ 3 active campaigns
Unchanged
Active Campaigns (S4)
≥ 3 active campaigns
≥ 4 active campaigns
Predictive Campaigns (ALL)
≥ 1 predictive campaign
Unchanged
1
Support Tickets Opened
ALL segments
Stages 1-3
Criterion
Value
Open PredictSpark tickets
≤ 2
Stages 4-5changes
Criterion
Value
Open PredictSpark tickets
≤ 1
2
Log In
Segment-specific
Stages 1-3
Segment
Min events / 30 days
S1 / S2
≥ 1
S3 / S4
≥ 2
Event: PSK - A user logged in. S3/S4 requires more login events, reflecting higher engagement expectations.
Stages 4-5changes
Segment
Min events / 30 days
S1
≥ 1
S2 / S3 / S4
≥ 2
S2 moves up to join S3/S4 at the higher threshold. S1 remains at ≥ 1.
3
# Active Campaigns
Fully segment-specific
Stages 1-3
Segment
Min active campaigns
S1
≥ 1
S2
≥ 2
S3 / S4
≥ 3
Event: PSK - Active Campaigns. The most granular campaign achievement across all journeys.
Stages 4-5changes
Segment
Min active campaigns
S1
≥ 1
S2
≥ 2
S3
≥ 3
S4
≥ 4
S3 and S4 split into separate thresholds. S4 now requires one more active campaign than S3.
4
Predictive Campaigns
ALL segments
All stages
Criterion
Value
Event
PSK - Predictive Campaigns
Min instances
≥ 1
Min campaigns
≥ 1
At least 1 predictive campaign must be active. Unchanged across all stages - verifies the customer is using the core AI feature of PredictSpark.
Task - End of Stage check-in: assigned to the CSM Owner at each stage. Must be completed manually. Stage 1-3: 15/15/30 days. Stage 4: 120 days. Stage 5: 180 days.
7 active achievements per milestone, the most granular of all journeys. Tracks login rate, vehicle creation cadence, image coverage, portal publication rate, and processing times. All achievements are segment-specific.
Achievement
Stages 1-3
Stages 4-5
Support
Support Tickets (ALL)
≤ 2 open StockSpark tickets
≤ 1 open StockSpark ticket
Login
Log In (S1/S2)
≥ 60% users / last 5 days
≥ 60% users / last 7 days
Log In (S3)
≥ 50% users / last 5 days
≥ 40% users / last 7 days
Log In (S4)
≥ 40% users / last 5 days
≥ 30% users / last 7 days
Inventory Activity
Last Vehicle Created (S1)
≥ 1 vehicle / last 14 days
Unchanged
Last Vehicle Created (S2)
≥ 1 vehicle / last 10 days
Unchanged
Last Vehicle Created (S3)
≥ 1 vehicle / last 7 days
Unchanged
Last Vehicle Created (S4)
≥ 1 vehicle / last 3 days
Unchanged
Image Coverage
% Vehicles with Images (S1)
≥ 95%
≥ 95% (Free Vehicles only)
% Vehicles with Images (S2)
≥ 90%
≥ 90% (Free Vehicles only)
% Vehicles with Images (S3/S4)
≥ 80%
≥ 80% (Free Vehicles only)
Publication
% Vehicles Published (S1)
≥ 95%
Unchanged
% Vehicles Published (S2)
≥ 90%
Unchanged
% Vehicles Published (S3/S4)
≥ 80%
Unchanged
Processing Times
Avg Time to Get Images (S1)
≤ 2 days
Unchanged
Avg Time to Get Images (S2)
≤ 3 days
Unchanged
Avg Time to Get Images (S3)
≤ 5 days (S3/S4 track publish only)
≤ 5 days (now tracked separately)
Avg Time to Get Images (S4)
≤ 7 days (S3/S4 track publish only)
≤ 7 days (now tracked separately)
Avg Time to Publish (S1)
≤ 2 days
Unchanged
Avg Time to Publish (S2)
≤ 3 days
Unchanged
Avg Time to Publish (S3)
≤ 5 days
Unchanged
Avg Time to Publish (S4)
≤ 7 days
Unchanged
1
Support Tickets Opened
ALL segments
Stages 1-3
Criterion
Value
Open StockSpark tickets
≤ 2
Stages 4-5changes
Criterion
Value
Open StockSpark tickets
≤ 1
2
Log In
Segment-specific
Stages 1-3
Segment
Min % users / last 5 days
S1 / S2
≥ 60%
S3
≥ 50%
S4
≥ 40%
Event: SSK - % Users logged in the Dashboard. Time window: last 5 days.
Stages 4-5changes
Segment
Min % users / last 7 days
S1 / S2
≥ 60%
S3
≥ 40%
S4
≥ 30%
Time window extends to 7 days for a more stable measure. S3/S4 thresholds drop - larger accounts have more users so a smaller % still represents meaningful absolute usage.
3
Last Vehicle Created
Segment-specific
All stages - unchanged
Segment
Min vehicles / time window
S1
≥ 1 / last 14 days
S2
≥ 1 / last 10 days
S3
≥ 1 / last 7 days
S4
≥ 1 / last 3 days
Event: SSK - # Vehicles created. S4 accounts are expected to create vehicles daily. Time windows reflect operational cadence expectations per segment size.
4
% of Vehicles with Images
Segment-specific
Stages 1-3
Segment
Min coverage
S1
≥ 95%
S2
≥ 90%
S3 / S4
≥ 80%
Events: SSK - % Free Vehicles with images OR SSK - % Leads with vehicle image (either qualifies).
Stages 4-5changes
Segment
Min coverage
S1
≥ 95%
S2
≥ 90%
S3 / S4
≥ 80%
Thresholds unchanged, but event source simplifies to SSK - % Free Vehicles with images only (the OR with % Leads is removed).
5
% of Vehicles Published
Segment-specific
All stages - unchanged
Segment
Min % published to ≥ 1 portal
S1
≥ 95%
S2
≥ 90%
S3 / S4
≥ 80%
Event: SSK - Vehicles in StockSpark VS Vehicles published at least to 1 portal. Thresholds match image coverage expectations per segment.
6
Avg Time to Get Images
Segment-specific
Stages 1-3
Segment
Max avg days
S1
≤ 2 days
S2
≤ 3 days
S3
≤ 5 days (tracks Avg Time to Publish instead)
S4
≤ 7 days (tracks Avg Time to Publish instead)
Stages 4-5changes
Segment
Max avg days
S1
≤ 2 days
S2
≤ 3 days
S3
≤ 5 days (now tracked independently)
S4
≤ 7 days (now tracked independently)
S3/S4 now track both Avg Time to Get Images AND Avg Time to Publish independently, where in Stages 1-3 they only tracked Avg Time to Publish.
7
Avg Time to Publish a Vehicle
Segment-specific
All stages - unchanged
Segment
Max avg days
S1
≤ 2 days
S2
≤ 3 days
S3
≤ 5 days
S4
≤ 7 days
Event: SSK - AVG Time to publish a vehicle. Measures days from vehicle creation to first portal publication. Thresholds unchanged across all stages.
Task - End of Stage check-in: assigned to the CSM Owner at each stage. Must be completed manually. Stage 1-3: 15/15/30 days. Stage 4: 120 days. Stage 5: 180 days.
5 active achievements per milestone. Focuses on content freshness and user engagement. Tracks promo updates, content edits, article publishing, and login activity.
Achievement
Stages 1-3
Stages 4-5
Support
Support Tickets (ALL)
≤ 2 open WebSpark tickets
≤ 1 open WebSpark ticket
Content Activity
Last Promo Created (ALL)
≥ 1 promo updated / last 30 days
Unchanged
Last Content Update (S1/S2)
≥ 1 update / last 30 days
Unchanged
Last Content Update (S3/S4)
≥ 1 update / last 14 days
Unchanged
Articles Created (S1/S2)
≥ 1 article / last 30 days
Unchanged
Articles Created (S3/S4)
≥ 1 article / last 14 days
Unchanged
Login
Log In (S1)
≥ 1 event / last 30 days
Unchanged
Log In (S2)
≥ 1 event / last 30 days
≥ 2 events / last 30 days
Log In (S3/S4)
≥ 2 events / last 30 days
Unchanged
1
Support Tickets Opened
ALL segments
Stages 1-3
Criterion
Value
Open WebSpark tickets
≤ 2
Stages 4-5changes
Criterion
Value
Open WebSpark tickets
≤ 1
2
Last Promo Created
ALL segments
All stages - unchanged
Criterion
Value
Event
WSK - Last Promo Update
Time window
Last 30 days
Min instances
≥ 1
At least one promo must have been updated in the last 30 days. Same threshold for all segments. Unchanged across all stages.
3
Log In
Segment-specific
Stages 1-3
Segment
Min login events / 30 days
S1 / S2
≥ 1
S3 / S4
≥ 2
Event: WSK - A user logged in.
Stages 4-5changes
Segment
Min login events / 30 days
S1
≥ 1
S2 / S3 / S4
≥ 2
S2 moves up to join S3/S4 at the higher threshold. S1 remains at ≥ 1.
4
Last Content Update
Segment-specific
All stages - unchanged
Segment
Time window
S1 / S2
≥ 1 update / last 30 days
S3 / S4
≥ 1 update / last 14 days
Event: WSK - Last Content Update. S3/S4 must update content more frequently - every 14 days vs every 30 days for S1/S2. Unchanged across all stages.
5
Articles Created
Segment-specific
All stages - unchanged
Segment
Time window
S1 / S2
≥ 1 article / last 30 days
S3 / S4
≥ 1 article / last 14 days
Event: WSK - Last Article Update. At least one article/news published within the time window. Same frequency expectations as Last Content Update. Unchanged across all stages.
Task - End of Stage check-in: assigned to the CSM Owner at each stage. Must be completed manually. Stage 1-3: 15/15/30 days. Stage 4: 120 days. Stage 5: 180 days.
