Customers and organisations
See everything about a customer in the 360 view
Open one screen for a customer's balance and aging, credit use, sales trend, top items, opportunities, service requests, contacts, lifetime value and churn risk.
3 min readLast updated
In this article
The Customer 360 screen answers the questions you have before you call a customer, approve a credit sale or plan a visit: how much they owe and how late, what they buy, what is open with them, and how likely they are to stay.
Open the 360 view
Open CRM › Customers › Customers.
In the customer's row, open the Actions menu and select 360 view.
The top of the screen shows the customer's key figures: Outstanding balance, Credit utilization, Total invoiced, Total paid, Avg. order value, the number of Invoices, the Open pipeline and the Days since last order. From the header you can open the Ledger, Edit the customer, manage its Price-list cascades and Change status.
The tabs
Tab | What it shows |
|---|---|
Overview | The Sales trend (12 months), Receivables aging, Top items purchased and the Account summary line by line, then the customer's identity, the financial summary, the tax identity and the Marketing consent panel. |
Financial & AR | The aging chart and, in detail, the credit limit, Credit used, Credit utilization, the Overdue amount, the GL account balance and each aging bucket up to the Total owed. |
Sales | The Sales summary with first and last purchase, and the Top items table with quantity, revenue and number of invoices. |
CRM | Open sales opportunities and service requests, tasks, and the customer's contacts with their role and the primary one marked. |
Lifecycle | Health score, Customer lifetime value, Churn risk and the RFM card. Select Run analytics to recalculate them. |
Attachments | Files kept on the customer. |
How to read the money figures
Outstanding is what the customer owes on its ledger: invoices plus the opening balance and manual charges, minus payments, returns and discounts. It always equals the customer statement and the customer's ledger account.
Receivables aging splits that same amount by lateness: Not due yet, then 1-30, 31-60, 61-90 and over 90 days past the due date. Payments and returns not tied to one invoice are taken off the oldest amounts first, so the buckets always add up to the outstanding total.
A balance in the customer's favour shows as In the customer's favour.
A figure that does not apply shows "-" or No limit, never 0.
Purchases and RFM for a period
On the Lifecycle tab, the Purchases and RFM segmentation card works on a period you choose. Set From and To and select Run analysis. The card shows the Number of purchases, the Last purchase, the Purchase value, returns and the net value, the customer's Segment, and three scores from 1 to 5. A score ranks this customer against the other customers who bought in the same period; it is not a count or an amount.
Customer profile and customer ledger
The same Actions menu has two lighter screens:
Customer profile shows contact details, credit limit and payment terms, the balance, statistics, contacts, recent transactions and the price-list discounts.
Customer ledger lists every transaction with a running Balance, under a summary of the Initial balance, Invoices, Paid, Discounts, Item returns, Settlements and manual entries. A debit increases what the customer owes; a credit decreases it.
Common questions
Why are lifetime value and churn risk empty? They are calculated from sales history and stay empty until the first calculation. Select Run analytics on the Lifecycle tab.
Why does the 360 balance differ from an older report? The 360 view, the statement and the ledger account use the same figure. An older report that excludes the opening balance or manual entries will differ.