How to Build Customer Journey Workflows in ClickUp
ClickUp makes it easy to turn scattered customer touchpoints into a clear, trackable journey so your team can consistently move prospects from awareness to advocacy. This guide walks you step-by-step through creating a customer journey workflow using ClickUp templates and views.
The process below is based on the customer journey templates and best practices described in the ClickUp blog article on customer journey templates. You will learn how to customize those ideas into a practical workflow for your own team.
Step 1: Understand the Customer Journey Stages
Before you open ClickUp, you need a simple structure for your customer journey. The article from the ClickUp blog breaks the journey into common stages that you can adapt for your business.
Typical stages include:
- Awareness
- Consideration
- Decision
- Onboarding
- Retention
- Advocacy
List the major touchpoints your customer has in each stage, such as email campaigns, demos, support tickets, and renewal conversations. This list will guide how you organize your ClickUp Space or Folder and how you design your views.
Step 2: Set Up a Customer Journey Space in ClickUp
Next, translate your high-level customer journey into a structured workspace inside ClickUp. The blog’s templates show that a clear hierarchy keeps every interaction connected.
2.1 Create a dedicated Space for ClickUp customer journeys
- Create a new Space specifically for your customer journey and lifecycle work.
- Name it something descriptive, such as “Customer Journey Hub” or “Lifecycle Management in ClickUp”.
- Choose Space-level ClickApps you plan to use, such as Custom Fields, Custom Task IDs, or Automations.
This dedicated Space keeps journey data separate from unrelated projects while still allowing you to cross-link tasks from other Spaces when needed.
2.2 Add Folders for major journey segments in ClickUp
Within your Space, add Folders to represent big segments or programs, as suggested by the examples on the ClickUp blog page:
- Lead Journey – for prospects before purchase
- Customer Onboarding – for newly closed customers
- Customer Success & Retention – for long-term engagement
- Expansion & Advocacy – for upsells and referrals
Each Folder will hold customer journey Lists and tasks that map to specific steps and campaigns.
Step 3: Build Customer Journey Lists and Statuses in ClickUp
Lists in ClickUp represent concrete parts of your customer journey. The blog’s templates demonstrate that breaking the journey down into Lists makes it easier to track movement and spot gaps.
3.1 Create Lists for each journey phase
Inside each Folder, create Lists that align to the phases you defined earlier. For example, in a Lead Journey Folder:
- Awareness Campaigns
- Evaluation & Demos
- Proposal & Negotiation
- Closed Won & Handoff
In an Onboarding Folder, your Lists might be:
- New Customer Intake
- Implementation Plan
- Training & Enablement
- Go-Live & Handover
3.2 Configure statuses for journey progress in ClickUp
Statuses show where each customer or account is inside a particular List. Following the guidance from the ClickUp blog article, you can keep your status set simple and meaningful:
- Backlog
- In Progress
- Waiting on Customer
- Completed
- At Risk (for retention and success work)
Use a consistent set of statuses across Lists in the same Folder so teams can scan progress quickly.
Step 4: Use ClickUp Tasks to Represent Customers and Activities
Tasks are at the core of how you implement a customer journey in ClickUp. The blog examples show two main approaches: one task per customer or account, or one task per activity. You can use one or both approaches depending on your needs.
4.1 Option A: One task per customer or account
With this method, each task represents a single customer, account, or opportunity moving through the journey.
- Create a task template named “Customer Journey Record” in ClickUp.
- Add Custom Fields such as:
- Account Name
- Plan or Tier
- Customer Type
- Lifecycle Stage
- Assigned CSM or Owner
- Use task descriptions to summarize key details and link to documents, contracts, or meeting notes.
Move the task between Lists and statuses as the customer advances from awareness to advocacy.
4.2 Option B: One task per journey activity
For teams that run many campaigns or touchpoints, one task per activity may be more practical.
- Create activity-based tasks such as “Send onboarding email series” or “Run QBR with Enterprise accounts”.
- Tag tasks with Custom Fields for segment, region, or product line.
- Use subtasks to track smaller actions, like “Confirm agenda”, “Share recap”, and “Update health score”.
This ClickUp setup makes it easy to see which activities are complete for each segment and where you still need to act.
Step 5: Visualize the Journey with ClickUp Views
The ClickUp blog templates highlight the power of multiple views for understanding your customer journey from different angles. Set up a few key views in each List or Folder.
5.1 Board view for pipeline-style customer journeys
Board view in ClickUp is ideal for watching customers move across stages.
- Switch the List or Folder to Board view.
- Group by status or by a lifecycle Custom Field.
- Drag and drop tasks to update their stage during reviews or standups.
This Kanban-style visualization makes bottlenecks obvious and supports quick team decisions.
5.2 List view for detailed journey management
List view provides a spreadsheet-like table in ClickUp that the blog article recommends for detailed management.
- Show essential columns: assignee, due date, stage, segment, and health.
- Use filters to focus on specific lifecycle stages or risk levels.
- Sort by due date or priority to plan your team’s workload.
5.3 Calendar and Timeline views for time-based planning
Customer journey campaigns often rely on time-based cadences. Calendar and Timeline views in ClickUp keep these on track.
- Use Calendar view for emails, webinars, renewals, and onboarding milestones.
- Use Timeline view for multi-step onboarding projects or account plans.
- Color-code by segment or owner so responsibilities are clear.
Step 6: Automate Repetitive Journey Steps in ClickUp
The ClickUp blog post emphasizes that repeatable processes benefit from automation. You can reduce manual work and keep customers moving smoothly.
6.1 Build task templates for recurring journey patterns
Identify repeated sequences, such as onboarding flows or renewal playbooks, and store them as templates in ClickUp.
- Create a master task with all subtasks, checklists, and descriptions.
- Save it as a task template in your customer journey Space.
- Apply the template whenever a new customer enters that part of the journey.
6.2 Add simple automations based on journey triggers
Use native automations in ClickUp to keep your workflow moving:
- When status changes to “Closed Won”, automatically create an onboarding task from a template.
- When a due date is approaching on a “Renewal” task, notify the account owner.
- When a health score Custom Field is updated to “At Risk”, move the task into a dedicated “At Risk” List.
These automations mirror the streamlined flows described in the original customer journey template article.
Step 7: Measure and Improve Your Journey in ClickUp
To refine your customer journey, you need feedback and metrics. The templates in the ClickUp blog highlight using dashboards and reports to track performance.
7.1 Use Dashboards to track journey KPIs
Create a Dashboard in ClickUp that pulls data from your customer journey Space.
- Use widgets for tasks by lifecycle stage to see distribution.
- Add a workload view to balance CSM assignments.
- Track completion rates for key journey activities, such as onboarding calls or QBRs.
7.2 Run recurring reviews with ClickUp views
Schedule regular sessions where your team reviews customer journey tasks in ClickUp.
- Use Board view for quick status sweeps.
- Use List view filtered on “At Risk” or overdue items.
- Capture improvement ideas directly in new tasks or Docs.
Step 8: Learn from Official ClickUp Customer Journey Templates
To accelerate setup, review the official guidance and examples from the ClickUp blog. The article on customer journey templates shows concrete structures and layouts you can adapt.
Explore it here: ClickUp customer journey templates blog article.
Use those examples as a starting point, then customize statuses, Lists, and Custom Fields to fit your team’s sales, marketing, and success motions.
Step 9: Connect ClickUp With Broader Business Workflows
Customer journeys work best when integrated across your entire tech stack. Beyond the ideas in the ClickUp blog, you can align your journey workspace with CRM, marketing tools, and documentation.
- Link tasks to customer records in your CRM.
- Connect marketing campaigns to journey stages.
- Store playbooks and scripts inside Docs linked to journey tasks.
If you need help designing an end-to-end system around your customer journey, consider working with a specialist consultancy like Consultevo to align ClickUp with your broader processes.
Start Managing Your Customer Journey in ClickUp
By defining clear stages, organizing Spaces, Folders, and Lists, and combining views, templates, and automations, you can implement a complete customer journey system in ClickUp. Use the official customer journey templates as inspiration, adapt them to your own lifecycle, and continuously refine your setup as you learn from real customer behavior.
With this structured approach, your teams will share a single source of truth for every touchpoint, reduce handoff friction, and guide customers smoothly from first contact to long-term advocacy—all inside ClickUp.
Need Help With ClickUp?
If you want expert help building, automating, or scaling your ClickUp workspace, work with ConsultEvo — trusted ClickUp Solution Partners.
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