Did you know that only 2% of the purchases are made at the first contact moment? This percentage is even only 10% at the fourth contact moment. On average, a customer needs between 5 and 8 contact moments before a purchase is made. These moments together form the customer journey and this journey is different for every customer. That is why it is very important to respond well to this with your communication, so that potential customers get the right information at the right time. The process towards a purchase is called the marketing and sales funnel.