The customer page

Click a customer in the customer list to open its page. Click Back to return to the list.

The header

The top of the page shows the customer’s logo and name, its status (Active or Churned) and how long it has had that status. Next to it are the customer’s tags. See Tags on customers.

Tabs

The page has six tabs: Overview, Customer Health, Revenue, Success Plans, Playbooks and Contacts. The last three show how many open items they hold.

Overview

Everything about the customer on one screen:

• Customer Type and Summary
• Tasks Due This Week
• Contacts and Team (the assigned CSM and team members)
• Health Score, with the change vs. last month
• Lifecycle Stage and Renewal Date
• Main Product, Add-on Products and Number of Seats
• the health score trend chart and any metric charts your admin has set up
• the customer’s playbooks, success plans and opportunities

At the bottom is the customer’s work and history, in tabs:

Tab	What it holds	Button
Tasks	The customer’s tasks.	Create Task
Emails	Emails with this customer, grouped by month.	—
Notes	Notes about the customer.	Create Note
Tickets	The customer’s support tickets. See Support.	—
Meetings	Meetings with the customer.	Log meeting
Calls	Calls with the customer.	Log call
Files	Files you keep for the customer.	Upload new file
Activity	A timeline of everything that happened with the customer.	—

See Notes and files.

Note

Emails show up here when they come from your CRM or when you BCC or forward them to your email tracking address. You find that address in Settings › Email settings.

Customer Health

How the health score is built for this customer.

• Each of the five metrics (Product usage, Engagement, CSM pulse, NPS, Support tickets) with its weight, its value out of 10 and whether it is Automatic or Manual. Support tickets shows the number of open tickets. A metric without a value shows NA.
• Health score trend: the score over time. Use Last 90 days, Last 30 days or pick your own dates.

To switch a metric between Automatic and Manual for this customer, see Metric sources.

Revenue

The customer’s revenue in your preferred type (MRR or ARR): the total, the main subscription and expansion, and the Total Revenue Potential. It also shows the products, seats and renewal date, the Weighted pipeline by opportunity stage chart and the customer’s opportunities.

Success Plans

Counts for Active success plans, Success plans on track, Success plans behind and Total progress, and the list of the customer’s success plans. See Success plans.

Playbooks

Counts for Active playbooks, In progress playbooks, Overdue playbooks and Total progress, and the list of the customer’s playbooks. See Playbooks.

Contacts

The people at this customer. See Contacts.

Edit the customer

1. Click Edit Customer at the top of the page.
2. Change the fields you need: name, summary, status, lifecycle stage, type, assigned CSM, team members, products, seats and renewal.
3. Click Save changes.

The same form holds the manual health metric values. See Enter metric values by hand.

Note

You need edit permission to see Edit Customer.