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.
# 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 the KPIs proposed here 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).
- Interactions Goal: 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
- 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 month: number of contacts with the customer over the last 30 days
- Usage last week: number of sessions over the last 7 days
- Usage last month: 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
- 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.
# Accounts Kanban mode overview
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.
# Top page displayed KPIs overview
- 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.
- 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).
# 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.