Customer 360 View
The Customer 360 view gives you a complete picture of every account in one place — financial health, product subscriptions, customer journey, churn risk, and upsell opportunities. It is built directly into the Account Detail Page.
What is Customer 360?
Instead of clicking through multiple modules to piece together an account's story, the 360 view aggregates data from leads, opportunities, invoices, projects, emails, tasks, and subscriptions into a single command center.
Key Metrics
Four score cards are always visible in the account sidebar:
| Metric | What It Tells You |
|---|---|
| Health Score | 0–100 score based on 6 weighted factors (payment, engagement, usage, support, relationship, contract) |
| MRR / ARR | Monthly and annual recurring revenue from active subscriptions |
| Churn Risk | LOW / MEDIUM / HIGH — auto-calculated from signals like overdue invoices, declining usage, or expired subscriptions |
| CLTV | Customer Lifetime Value — projected total revenue based on current MRR and account tenure |
Health scores are recalculated hourly by the system. The weighting of each factor is configurable by your admin under Admin > Customer Success.
Customer Journey Map
The Overview tab displays a horizontal timeline showing the account's complete lifecycle:
- Lead — when the first lead was created for this account
- Opportunity — when the first sales opportunity was opened
- Deal Won — when the first opportunity was closed as won
- Project — when the first project was started
- Revenue — when the first invoice was paid
- Renewal — the next upcoming subscription renewal date
Future milestones (like an upcoming renewal) appear as outlined nodes so you can see what's coming.
Health Score Breakdown
The health score is composed of 6 factors, each with a configurable weight:
| Factor | What It Measures |
|---|---|
| Payment Health | Invoice payment speed, overdue count |
| Engagement | Email recency, meeting frequency, login activity |
| Product Usage | Active users trend, feature adoption, API volume |
| Support Health | Open tickets, resolution time, escalations |
| Relationship | Contact depth, champion identified, QBR completed |
| Contract Status | Renewal proximity, auto-renew status, expansion history |
Each factor shows a progress bar and individual score, making it easy to see exactly where an account is strong or needs attention.
The weights for each factor are configured by your admin. For example, if payment health is weighted at 25% and scores 90/100, it contributes 22.5 points to the overall score.
Upsell Suggestions
The system automatically identifies products the account doesn't have but is likely to benefit from. Each suggestion includes:
- Product name and description
- Score (0–100) — how strong the recommendation is
- Why — human-readable explanation (e.g., "3 support tickets about reporting this month", "Team grew 30%", "Renewal in 45 days")
- Create Opportunity button — one click to act on the suggestion
Churn Signals
When the system detects risk factors, they appear as actionable alerts:
- Overdue invoices with amount and days overdue
- Expired subscriptions with lost MRR
- No email communication in X days
- Declining usage trends
- Open support escalations
Each signal includes a suggested action like "Reach out to renew" or "Schedule check-in".
Revenue Trend
A bar chart on the Overview tab shows monthly revenue over the last 12 months, calculated from paid invoices plus MRR from active subscriptions. This gives you an instant visual of whether the account is growing, flat, or declining.
What's Next
- Subscriptions — learn about product subscriptions, renewal tracking, and usage monitoring
- Account Detail Page — full reference for all 14 tabs
- Managing Accounts — creating, editing, and organizing accounts