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Customer Timeline Canvas

If you want to influence buying decisions, you need to understand what really drives them.

 

This canvas helps you understand the full customer journey. Before the demo, before the deal, before your CRM even knows they exist.

 

Use it to map how buyers actually think, decide, and commit, so you can improve how you do marketing, sales and service.

This is the go-to tool our team uses to uncover what moves people forward (and what holds them back).

Playing to win

This canvas guides you through six pivotal moments in every customer journey — from the first signal that something’s wrong to the habits that make your solution stick.

You’ll uncover emotional friction, spot decision drivers, and surface invisible blockers that are stalling your growth.

Pro tip: Don’t just fill it in. Use it to spark real conversations with customers — and let those insights shape everything from your messaging to onboarding.

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ABOUT THE AUTHOR

Diederik Gerbranda

At SUM, we believe in practicing what we preach. This canvas represents the exact strategies we implement with our clients to help them achieve their marketing goals.

 

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