Customer 360
Accounts, contacts and pipeline, in one system.
Unified customer profile across sales, service, billing, product, and marketing
Explore the specification
StatusNewInReviewMitigatingYou or role RevOps Admin
YouOccurredAt >= today − 30 days
- TCH-52709 · Meeting tch-657ACC-9668818 AugMeeting
- TCH-33550 · Call tch-720ACC-7806613 SepCall
- TCH-16387 · EBR tch-104ACC-3362219 AugEBR
- TCH-93683 · QBR tch-543ACC-6942330 AugQBR
- TCH-51089 · Demo tch-362ACC-9751118 AugDemo
StatusNewInReviewYou or You
selected segmentActive
| Account or Profile | Entered At | Reason Snapshot |
|---|---|---|
| AOP-984 | 23 Sep | Active sm-978 |
| AOP-213 | 08 Sep | Active sm-510 |
| AOP-232 | 28 Sep | Active sm-708 |
| AOP-322 | 12 Sep | Active sm-762 |
| AOP-794 | 28 Sep | Active sm-970 |
| AOP-726 | 28 Sep | Active sm-105 |
OverallTierAtRiskCriticalYou or role RevOps Admin
| Account | Overall Score | Overall Tier | Delta | Score Date |
|---|---|---|---|---|
| ACC-79744 | 55 | AtRisk | 600 | 24 Sep |
| ACC-68120 | 30 | Critical | 80 | 14 Sep |
| ACC-98936 | 45 | AtRisk | 450 | 22 Sep |
| ACC-88183 | 30 | Critical | 150 | 09 Sep |
| ACC-62363 | 20 | AtRisk | 750 | 25 Sep |
| ACC-25880 | 85 | Critical | 300 | 24 Sep |
Account = selected, ordered by EventTimestamp DESC
| Event Timestamp | Event Type | Source | Significance | Channel |
|---|---|---|---|---|
| 14 Sep | ET-5894 | DS-5852 | Low | Web |
| 18 Sep | ET-8091 | DS-3421 | Medium | Mobile |
| 13 Sep | ET-8134 | DS-6558 | High | API |
| 26 Sep | ET-9889 | DS-7481 | Low | |
| 24 Sep | ET-7017 | DS-7568 | Medium | Phone |
| 26 Sep | ET-1475 | DS-6963 | High | InPerson |
ResolutionStatusUnresolvedProfileUnresolvedAccount
| Event Id | Event Type | Source | Event Timestamp | Resolution Status |
|---|---|---|---|---|
| EI-443 | ET-8340 | DS-3016 | 09 Sep | UnresolvedProfile |
| EI-798 | ET-1446 | DS-6917 | 10 Sep | UnresolvedAccount |
| EI-249 | ET-2998 | DS-7837 | 21 Sep | UnresolvedProfile |
| EI-944 | ET-3907 | DS-4577 | 12 Sep | UnresolvedAccount |
| EI-805 | ET-6314 | DS-6539 | 20 Sep | UnresolvedProfile |
| EI-396 | ET-1167 | DS-4752 | 16 Sep | UnresolvedAccount |
Period = current quarter
| Score Number | Account | Type | Score | Category |
|---|---|---|---|---|
| SS-85318 | ACC-60575 | NPS | 25 | Promoter |
| SS-35682 | ACC-30929 | CSAT | 70 | Passive |
| SS-80903 | ACC-53557 | CES | 85 | Detractor |
| SS-98438 | ACC-35685 | NPS | 10 | Promoter |
| SS-94583 | ACC-23830 | CSAT | 75 | Passive |
| SS-57385 | ACC-85659 | CES | 45 | Detractor |
ordered by MergedAt DESC
| Merged From Profile | Merged Into Profile | Merged At | Merged By | Merged By Actor |
|---|---|---|---|---|
| UP-13401 | UP-35459 | 22 Sep | System | MBA-543 |
| UP-83229 | UP-89003 | 13 Sep | Admin | MBA-686 |
| UP-60409 | UP-77144 | 24 Sep | RevOps | MBA-283 |
| UP-17168 | UP-59341 | 09 Sep | System | MBA-818 |
| UP-37988 | UP-97188 | 05 Sep | Admin | MBA-131 |
| UP-79366 | UP-66948 | 13 Sep | RevOps | MBA-486 |
YouScoreDate = MAX(ScoreDate per Account)
| Account | Overall Score | Overall Tier | Delta | Product Score |
|---|---|---|---|---|
| ACC-21500 | 20 | Healthy | 860 | 25 |
| ACC-41293 | 30 | Watch | 900 | 45 |
| ACC-81367 | 25 | AtRisk | 660 | 10 |
| ACC-77591 | 80 | Critical | 420 | 30 |
| ACC-46685 | 70 | Healthy | 280 | 90 |
| ACC-69178 | 85 | Watch | 890 | 35 |
selected account
| Account header (Company Name | Tier | Industry | Owner | CSM) |
|---|---|---|---|---|
| Account header (Company 342 | Strategic | ACC | DN | CSM-936 |
| Account header (Company 960 | Enterprise | ACC | TU | CSM-642 |
| Account header (Company 129 | MidMarket | ACC | BN | CSM-679 |
| Account header (Company 560 | SMB | ACC | CG | CSM-452 |
| Account header (Company 974 | Strategic | ACC | FJ | CSM-914 |
| Account header (Company 981 | Enterprise | ACC | SX | CSM-590 |
Active = true
| Source Code | Name | Category | Last Ingest At | Retention Days |
|---|---|---|---|---|
| SC-449 | Source 768 | Sales | 27 Sep | 30 |
| SC-198 | Source 387 | Service | 18 Sep | 15 |
| SC-973 | Source 641 | Billing | 08 Sep | 27 |
| SC-436 | Source 579 | Product | 24 Sep | 24 |
| SC-664 | Source 153 | Marketing | 14 Sep | 30 |
| SC-126 | Source 951 | Web | 29 Sep | 9 |
Illustrative records generated from the specification. Explore the views to inspect the planned operating model.
Built for your team.
Sales leaders who need a pipeline the whole team keeps honest.
- Defined tables
- 20
- Operational views
- 12
- Defined roles
- 7
- Reports
- 8
Defined in the planned system specification.
What’s inside.
Unified customer profile across sales, service, billing, product, and marketing
Accounts
Companies, sites and ownership
Contacts
People, roles and consent
Pipeline
Stages, probability and next steps
Quotes
Priced proposals with approval
Activities
Calls, meetings, email and tasks
Forecast
Commit, best case and quota
- 01Lead
- 02Qualify
- 03Proposal
- 04Negotiate
- 05Won
Built for your team
Event TimestampEvent TypeSourceSignificance
Medium
Customer Success Manager
Owns a portfolio of Accounts. Lives in AccountHealth, ChurnRisks, SatisfactionScores, and Touchpoints for the portfolio. The role that opens the Customer 360 page ten times a day.
Account header (Company NameTierIndustryOwner
Enterprise
Account Executive
Owns sales relationships on the same Accounts. Sees own pipeline accounts' Customer 360 and ExpansionSignals; uses the unified view to prep for renewal and expansion conversations.
Score NumberAccountTypeScore
CSAT
Sales Manager
Supervises a team of AEs. Read-scope over the team's portfolio of Accounts. Reviews team-level health distribution, expansion pipeline, and churn risk concentration.
Customer Operations / RevOps
Owns Segments and SegmentRules. Runs cohort analyses, defines operational segments (HighValue, AtRisk, ExpansionReady, NewCustomer, Churned), tunes the segmentation rules, runs ad-hoc cross-portfolio analyses.
Account or ProfileEntered AtReason Snapshot
Marketing Operations
Read-only consumer for segmentation use cases. Pulls SegmentMemberships into Marketing Automation for campaign targeting; never sees raw PII.
Viewer
Exec or board read-only. Full read across summary surfaces and reports; no write, no PII.
Reports and dashboards
Explore what each report measures and the records behind it.
Portfolio Health Distribution
Per CSM, per Tier, per Region: count and percent of Accounts in each OverallTier (Healthy, Watch, AtRisk, Critical), with trailing-13-week trend. Drills from CSM-level summary down to per-Account AccountHealth detail. The CSM team's daily landing report.
Churn Risk Pipeline
Active ChurnRisks by RiskLevel, AssignedTo, and TriggerRule, with mean time-to-resolve, save rate (Resolved / (Resolved + Confirmed)), and TriggerRule false-positive rate. The CSM-leader and RevOps weekly review.
Expansion Signal Conversion
ExpansionSignals detected per period, by SignalType and AssignedTo, with conversion rate to OpportunityCreated, won-rate of resulting opportunities, and aggregate EstimatedExpansionValue vs. actual ARR uplift. The AE-leader growth dashboard.
Health Signal Contribution
Across the portfolio, which RetentionRules contribute most to negative AccountHealth. Per RuleCode: count of fires, average Weight, count of associated ChurnRisks. Tunes the RetentionRules catalog over time.
NPS / CSAT Trend
Per Period, per Tier, per Region: NPS, CSAT, CES means with promoter / passive / detractor split, response volume, and trailing-4-quarter trend. Drills into per-Account responses including FreeTextResponse for follow-up triage.
Segment Population Trend
Per Segment, per week: MemberCount, joiners, leavers, and net delta. Tracks HighValue cohort growth, AtRisk cohort growth (a leading indicator of churn), and ExpansionReady cohort sizing for AE planning.
Identity Resolution Quality
Per DataSource: count of CustomerEvents ingested, percent Resolved vs. UnresolvedProfile / UnresolvedAccount, count of profile merges performed, count of cross-source identifier matches per week. RevOps's data-quality scorecard.
Account 360 Snapshot
Per Account at a point in time: ARR, ActiveProductCount (and the underlying AccountProducts roster), ContractEndDate, latest AccountHealth (OverallScore, OverallTier, all four components), open ChurnRisks count, open ExpansionSignals count, latest NPS / CSAT, count of CustomerEvents in last 30 days, last Touchpoint date. The pre-EBR / pre-renewal briefing report.
One connected workspace
Portfolio Health Distributiondrill-down
Per CSM, per Tier, per Region: count and percent of Accounts in each OverallTier (Healthy, Watch, AtRisk, Critical), with trailing-13-week trend. Drills from CSM-level summary down to per-Account AccountHealth detail. The CSM team's daily landing report.
| Account | Overall Score | Overall Tier | Delta | Product Score |
|---|---|---|---|---|
| ACC-21500 | 20 | Healthy | 860 | 25 |
| ACC-41293 | 30 | Watch | 900 | 45 |
| ACC-81367 | 25 | AtRisk | 660 | 10 |
| ACC-77591 | 80 | Critical | 420 | 30 |
- Account
- ACC-21500
- OverallScore
- 20
- OverallTier
- Healthy
- ProductScore
- 25
- EngagementScore
- 55
- SupportScore
- 85
- FinancialScore
- 80
ownerCustomer Success Manager
Go from the big picture to the details behind it. Open any record to see its status, owner and history.
Illustrative records. Connections follow the authored specification.
Controls and automation
System checks
event-ingest-from-source — webhookTrigger per DataSources row → upserts CustomerEvents + EventProperties from each source system (sales / service / billing / product / marketing / web).
identity-resolution — appEventTrigger on CustomerEvents.record.created → matches Email / Phone / UserId / ExternalId across sources → links to UnifiedProfiles and Accounts.
profile-merge-on-match — appEventTrigger on identity match found across two profiles → merges duplicate UnifiedProfile rows, preserves audit trail.
health-score-recompute — scheduleTrigger nightly 02:00 → recomputes AccountHealth per Account by applying RetentionRules HealthScoring weights.
segment-membership-recompute — scheduleTrigger nightly 03:00 OR appEventTrigger on profile / account field change → updates SegmentMemberships.
churn-risk-detection — code.executor chained off health-score-recompute → flags Accounts where score drops or RetentionRules ChurnSignal fires, creates ChurnRisks, notifies CSM.
expansion-signal-detection — code.executor chained off the nightly job → identifies upsell / cross-sell signals (usage spike, persona expansion, cross-product activation), creates ExpansionSignals, notifies AE.
nps-csat-aggregation — webhookTrigger from the survey tool → upserts SatisfactionScores.
account-summary-generation — appEventTrigger on UnifiedProfiles change OR on High-significance CustomerEvents → recomputes the derived AccountSummary per Account.
event-retention-prune — scheduleTrigger monthly 04:00 on the 1st → prunes raw CustomerEvents older than DataSources.RetentionDays per source while preserving derived rollups. Integrations: inbound from CRM Pipeline (deal events), Support Helpdesk (ticket events), Finance & Accounting (invoice and payment events), the product itself (feature-use and activation events), Marketing Automation (email-engagement events), Web analytics (page views), and survey tools (NPS / CSAT / CES responses). Outbound to Marketing Automation (SegmentMemberships for campaign targeting), CRM Pipeline (ChurnRisks and ExpansionSignals as Account flags), and email (CSM and AE notifications on flagged accounts).
