Customers view
Customers view
# Accounts list mode overview
By default, the home page corresponds to the "Customers" entry in the left-hand menu. Here you'll find the most important information about your customers, presented in the form of a list.
# KPIs at the top
The color of the icon representing each KPI depends on the trend compared to the previous month: green if the trend is positive, yellow if it is average, and red if it is negative.
These indicators are not affected by any applied filters.
- Customers at risk: corresponds to customers with a health score of 3 or less, i.e. all those corresponding to the health score with the red color code. (excluding churners)
- Dropping: corresponds to customers whose health score has dropped compared with the previous week.
- Renew in the next 30 days: corresponds to customers whose notice date is less than 30 days away. For contracts with tacit renewal, the notice date is equal to the contract end date minus the notice period; for contracts without tacit renewal, the notice date is equal to the contract end date.
- Ghosts: corresponds to customers with whom you no longer interact and who have not used your product for some time. By default, this parameter is set to 30 days without incoming interactions and 30 days in connection. These settings can be changed in Settings > General (opens new window).
# Customised customer overview
By clicking on the button 
in the top right-hand corner, you can customize the columns to be shown/hidden, as well as the number of items to be displayed on the page. This configuration is specific to each user/device and therefore has no impact on the display of other members of your organization.
Note that all those KPIs are pre-calculated by Skalin and require no special configuration (for custom fields, see below).
Definition of available fields (default fields*) :
- Name*: customer name
- CSM*: account owner
- Health score*: customer's health score, on a scale from 1 to 10
- MRR*: customer's MRR
- ARR: customer's ARR
- CSM Pulse*: CSM sentiment regarding account health, on a scale of 1 to 5
- Interaction score: score based on interactions, on a scale of 1 to 5
- Usage score: score based on product usage, on a scale of 1 to 5
- Agreement score: score based on contractual information, on a scale of 1 to 5
- System tags: set of system tags assigned to the customer
- Tags*: all tags assigned to the customer, excluding system tags.
- Stage*: phase of the lifecycle (default: trial, onboarding, run, churn. Customizable, see settings section (link).
- Heathscore Profile: health score typology (1 typology by default, customizable).
- Goal Profile: category of follow-up goals assigned to the customer.
- Plan: commercial offer available to the customer
- Contacts: number of contacts in the account
- Playbooks: number of Playbooks active on this customer
- Start date : start date of the latest contract (we have an open feature request to get the start date of the first active contract instead)
- Renewal*: notice or contract end date. For a contract with tacit renewal, the notice date is equal to the contract end date minus the notice period; for a contract without tacit renewal, the notice date is equal to the contract end date.
- End date: contract end date
- Auto renew: contract with or without tacit renewal
- Last Touch*: date of last interaction with the customer. The "last touch" corresponds to an interaction involving the customer (incoming email, reply to an email, meeting, call). An unanswered email sent by your company is not counted here.
- Last Activity*: date of last connection to your product.
- Last meeting: date of last meeting with a customer.
- Last sponsor touch: date of last interaction with the sponsor. The "last touch" corresponds to an interaction involving the sponsor (incoming email, response to an email, meeting, call). An unanswered email sent by your company is not counted here.
- Touch last 30d: number of contacts with the customer over the last 30 days
- Product stickiness : WAU/MAU → Weekly Active Users / Monthly Active users. It shows how well a product keeps users engaged and coming back over time. A “sticky” product is one that customers find valuable enough to use frequently and consistently, making it an integral part of their routine or workflow.
- Usage last week: number of sessions over the last 7 days
- Usage last 30d: number of sessions over the last 30 days
- DAU (daily active users): number of users active the previous day
- WAU (weekly active users): number of active users over the last 7 days
- MAU (montly active users): number of active users over the last 30 days
- Avg interaction 90d score: the average of the sentiment analysis score over the last 3 months
- Avg interaction 12m score: the average of the sentiment analysis score over the last year
- Created at: client creation date
- Updated at: last update date of customer record
# Add custom field
To create your own custom fields, go to the Custom fields section of this document. Once you've created your fields, you'll be able to show/hide them just like any other field.
# Kanban view of customers (by stage)
For the more adept, a Kanban mode is also available: this allows customers to be displayed according to their "stage" (life cycle). Customers can be moved from one stage to another by simply dragging and dropping.
Here's how to customize and organize your customer stages.
# View Filtering
# Introduction
The advanced filtering feature allows you to filter and refine the display in the Customer View to focus only on clients that meet specific criteria, using the available data (clients, contracts, health scores, and calculated indicators).
This feature helps you:
Analyze key information more precisely from the Customer View
Prepare specific workflows or targeted actions
Combine multiple display criteria without modifying your data
Save filter configurations as reusable views
# Accessing Filters
Filters are accessible from the Customer View, via the "Show Filters" button in the header.
# Using Basic Filters
Some filters are available directly without advanced configuration. You can filter clients by:
- Their phase
- Their Tag
- Their health score profile
- Their interaction goals
- Their payment status
- Their plan
Click "Apply Filters" at the bottom to see the effect of the applied filter.
# Using Advanced Filters
Advanced filters allow you to go further by creating conditions based on:
- Client properties, including custom fields
- Contract data
- Health score
- Calculated indicators (e.g., last meeting, usage over the last 30 days)
# Example 1: Clients without automatic renewal and low health score
Goal: display only clients without automatic renewal and with a health score of 5 or below.
- Apply the system filter on the No Autorenew tag
- Open advanced filters
- Select the Healthscore Score field
- Choose the comparator inferior or equals
- Enter the value 5
- Click "Apply Filters"
The health score "level" corresponds to the colors red (poor), yellow (medium), and green (good), covering value ranges from 1 to 3, 4 to 6, and 7 to 10.
# Example 2: Combine a plan and a date filter
Goal: display only clients:
- With the Basic plan
- Whose last login was more than 2 months ago
- Select the filter for the Basic plan
- In advanced conditions, choose Customer Properties > Last Activity
- Select the comparator relative date
- Choose more than N days ago
- Enter the value 60
- Click Apply Filters
This example demonstrates how advanced filters can combine standard data and date fields. Custom fields can also be easily filtered!
# Saving a View from Filters
Once your filters are applied, you can save them as a view.
- Open Show Filters
- Click Save as View (button at the bottom of the panel)
- Give the view a name
- Add a description (optional)
- Save
The view will appear to the left of the Show Filters button, under the default view.
# Managing Views
Saved views are shared among users.
To modify or delete a view:
- Hover over the view in the list
- Click the edit icon
- Change the name, description, or filters
- Or delete the view
This allows you to update a view without starting from scratch.
# Filter Persistence Across Pages
An applied filter or view remains active when navigating the menu.
For example:
- Moving from the Customers view to the Contacts view will show only contacts of the filtered clients
- Accessing the Contracts page will show only contracts of the filtered clients
This persistence applies to most views. The filter state is always visible in the header so you know if it is active.
# Sharing a Filtered View
If you want to share the URL of a filtered view, you can use the button located just left of the download button.
This provides a relatively short URL containing all applied filters.
# Best Practices
- Save recurring filters as views
- Use advanced filters to create targeted action lists
- Always check in the header if a filter is active before analyzing or exporting your data
# Tags
A CUSTOMER can be associated with one or more "Tags". These tags can then be used as filters in the "Customer tags" drop-down menu. Here you'll find both system tags and your personalized tags.
# System Tags
System Tags correspond to Tags that have been calculated and updated automatically by Skalin. These are the Tags highlighted in yellow and preceded by a star.
Here's what they mean:
- Followed accounts: allows you to find accounts for which you are a "Team member", without necessarily being the "owner" of the account. Note that you can modify the "Team members" in the "Settings" tab of each customer file.
- Top customers: corresponds to the 30% of customers who generate the most MRR.
- Incoming renewals: corresponds to customers whose notice date is less than 30 days away. For contracts with tacit renewal, the notice date is equal to the contract end date minus the notice period; for contracts without tacit renewal, the notice date is equal to the contract end date.
- No autorenew: corresponds to customers who are not subject to tacit renewal.
- Churn risk: corresponds to customers with a health score of 3 or less, i.e. all those corresponding to the health score with the red color code.
- Dropping: corresponds to customers whose health score has dropped compared to the previous week.
- Ghosts: corresponds to customers with whom you no longer interact and who have not used your product for some time. By default, this parameter is set to 30 days without incoming interactions and 30 days in connection. These settings can be changed in Settings > General (opens new window).
Please note that tags can be accumulated. By default, if you select multiple tags, the "OR" logic applies, so Skalin will display all accounts that meet either of the chosen conditions. You can click this "OR" condition to display the "AND" logic, which will select accounts that match all the tags you selected.
# Custom Tags
You can also create your own tags. Simply enter the tag name in the "Tag name" box, select a color if required, then click on the "Create" button.
Your Tags will then be visible under the list of System Tags. They work in the same way and can be combined with system tags (cumulative conditions). Unlike system tags, custom tags can be easily edited and deleted using the two pictograms on the right.
# Text search
You can also search for a customer by entering its name in the search bar at the top right of the "Customers" page. The results displayed adapt in real time to the first characters entered.
# Extract customer file
You can download all customers by clicking on the button 
at the top right of the page. The extract will be available in .csv format and will contain all available columns.
Tip
The export contains the list of customers displayed on the screen. Feel free to use the filters on the screen area to download only relevant customers.