How to create a tracking plan for your customers lifecycle

Learn how to create a simple tracking plan for your customer lifecycle and send the right lifecycle data to Crisp.

A good tracking plan does not try to measure everything. It defines the key lifecycle stages, the conditions that move users from one stage to another, and the data your team needs inside Crisp to support, route, and engage customers properly.

Map your customer lifecycle

Start by writing down the main stages customers go through, from first visit to long-term retention.

These questions help you map the lifecycle clearly:

Awareness → where do people first discover your business?
Qualification → what makes someone a lead, prospect, or customer?
Handoff → when does marketing hand the customer to sales, support, or success?
Sales process → which steps must happen before someone becomes a customer?
Customer success → what does a successful, retained customer look like?

Once you understand the flow, you can turn each stage into trackable data.

Define stages and conditions

Name each lifecycle stage

Use stage names that everyone on your team can understand.

A simple lifecycle might look like this:

Visit → the person has visited your website
Subscriber → the person has shared an email or opted into communication
Qualified Lead → the person matches your lead criteria
Customer → the person has purchased or subscribed
Retained Customer → the customer has continued using your product or service
Advocate → the customer actively recommends or promotes your business

Define transition conditions

For each stage, decide what must happen before the user moves forward. Keep conditions simple and measurable.

A yes/no condition is usually enough. For example: Has the user completed signup?, Has the customer paid?, or Has the customer renewed?

Name your key events

Use consistent event names so your team can recognize them later in Crisp, campaigns, analytics, or your own tools.

A common naming pattern is object + action, or a short category followed by a precise event name.

EventCategory:EventName

For example, you could use Account:Created, Billing:Upgraded, or Order:Completed.

Need a starting point? You can use this tracking plan template to map your customer lifecycle.

Send lifecycle data to Crisp

To qualify user profiles in Crisp, you can use segments to tag users based on lifecycle stage, behavior, or account status.

// Replace these segments with your own lifecycle segments.
$crisp.push(["set", "session:segments", [["registered_users", "lead"]]]);

This example sets two segments. You can set one segment or several, depending on your own lifecycle model.

Segments are useful for routing, inbox filters, advanced contact filters, and campaigns. If you need to store richer lifecycle information such as plan, revenue, or account ID, use custom data instead.

Want to go further? Read How can I automatically set user segments? and How can I automatically set custom data?.

Updated on: 03/05/2026

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