A CRM built around
the customer journey.
Contacts at every stage, no system to tell them apart
ActionCOACH Loughborough had contacts and prospects at every stage of the coaching journey sitting inside HubSpot, but no structured way to tell them apart or reach out with the right message at the right time.
Without that structure, outreach was generic rather than personal, and it was hard to see who was actually ready to move to the next stage.
A tagged customer ladder inside HubSpot
OYM audited and optimised the existing HubSpot setup, building a tagging structure that mapped every contact to where they actually were in the customer journey.
CRM audit
OYM reviewed the existing HubSpot setup to see how contacts were currently being tracked and where the gaps were.
Customer ladder design
A clear ladder of stages was defined, from first contact through to active coaching client.
Tagging implementation
Every contact was tagged against the ladder, so their current stage was visible at a glance.
Personal outreach setup
The tagging structure was built to support genuinely personal outreach at each stage, not blanket messaging.
Numbers that speak for themselves
Delivered in three months, directly inside the existing HubSpot account.
You can't personalise outreach you can't see clearly
Personal outreach only works if you actually know where someone is in their journey. The tagged customer ladder gave ActionCOACH Loughborough that visibility for the first time, turning generic contact lists into a system they could act on.
“Once every contact was tagged against the ladder, outreach stopped being a guess. You could see exactly who was ready for the next conversation.”
Sitting on a CRM full of untagged contacts?
If your CRM has contacts but no structure to tell you who's ready for outreach, OYM can build the ladder and tagging system to fix that.
Talk to OYM about CRM →What we would use for you
This project was built entirely around the CRM pillar.