Customer Page

On the Customer Page you will be able to see the health of customers and analyse the factors that have impact on customers health scores.

Health Score

The health score on the customer page is displayed per customer. If you click on the customer name you will be able to see the full health score breakdown. Below is an explanation of what every factor means in the health score:

Definitions:

• CSM engagement: Scores how you manage what you know about about customers.

• Product engagement: Scores how you measure the user interaction with your product.

• Support: Scores about how often customers service is requested (this may vary per business depending on this being positive or negative).

• Payments: Scores how many payments each customer has made.

• Customer profile: Scores how much key information you have on you ideal customers.

• Conversion: Scores the process of turning a prospect or website visitor into a paying customer or achieving a desired action

• Sentiment: Scores an organization on pinpoint customer opinions and feelings about their business, products or services.

Anything that is above a 5.5 is considered positive (+) and everything below that is considered a negative (-) score.

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Name

The Name column is used to display a customers email adres, id number or a different kind of number/name.

If you click on the ID number you will be send too an overview (displayed below) of the customers profile, health score and more.

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ARR

The ARR column displays the average rate of return of every customer.

The Average Rate of Return (ARR) measure the predicted yearly revenue your company could earn from its subscriptions or orders.

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CLV

The Customer Lifetime Value is the amount of money a client could be worth over time to your company.

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CSM

The Customer Success Manager column will display the CSM that is responsible for the customer.

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Last Renewal

The last renewal column is based on when a subscription or contract was last renewed.

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Active

The active column will show you if a customer is active or not. It is important to remember that this can be different for your company based on their subscription plans.

Make sure to communicate well when a customer is active and inactive during the data discovery meetings so we can make sure that the displayed data is correct.

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Last Contact

The last contact column can have different meaning based on your company industry. It could be:

• Based on the last time someone logged in to use your product

• Last time you had a meeting with the client

• When they placed an order

If you aren't sure what this exactly represents make sure to ask your CSM or integration specialist.

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Upsell

Our platform is able to identify when there is an upsell opportunity possible with one of your clients. The system will recognize a clients health score, CLV etc and can then identify if there is an upsell opportunity or not.

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Sentiment

In the sentiment column you can add sentiments yourself by clicking on the + sign. You will then we able to score the customer and add a comment and/or file to create the sentiment. The picture below shows you what it will look like.

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Top Risk Driver

Risk driver will tell you something about what is driving your customers churn rate and what could reduce/avoid it.

Decreasing risk → Factors that could help you decrease your churn rate

Increasing risk → Factors that could increase your churn rate

Something to keep in mind with these risk drivers is that for some customers these risks could increase the risk of churn and for some it can decrease it.

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Adding Columns

You can add more columns to the customer page by using the columns button.

This way you can add and remove the columns you want to display.

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Filters

If you want to go a little deeper into the information you can filter the columns to display the information you are looking for. There ate three types of filters:

• Saved filters → You can filter the information and then save the filter you have made using multiple filters.

1) Select the filters (you can have multiple filters)

2) Click on save filters

3) Now you can always use this filter whenever you want

• Custom filters →

  • The custom filters are made to filter "internally", meaning that they don't have their own column but the information will be filtered in the system.

• Default filters →

  • The default filters aren't "made" specifically for your company. These filters are more general then the custom ones.

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Export

You can export the data of your customers using the export button.

The export will be downloaden as a CVS file.

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