Customers

Create customer accounts and see a customer’s contacts, health and full activity history on one page.

A customer (also called an account) is an organization or person you sell to or support. It’s the record the rest of CRM hangs off: its contacts, its deals, the activity logged with it, and the tickets its people raise. Open a customer and you get one page with everything you need before a call.

Key concepts#

Customer / account: The same thing. The sidebar and pages say Customers; some permissions and messages say account.
Lifecycle stage: Where the relationship is: Prospect, Active, Inactive, Churned or Archived. Shown as a badge next to the name. New customers start as Prospect.
Health: A badge worked out each time you open the customer: Healthy, At risk, Critical or Inactive. See Account health.
Unified timeline: The customer’s activity section includes activity logged against its contacts and its deals, not only the account itself. See Activities.

Who can use it#

Permissions

account.viewaccount.createcontact.viewcrm_activity.view

account.view shows Customers in the sidebar and opens customer pages. account.create is needed to create one. The Contacts section needs contact.view, and the timeline needs crm_activity.view.

Browse customers#

Select Customers in the sidebar. Each card shows the customer’s name, its lifecycle stage and, if set, its industry. Cards are ordered with the most recently created customer first. Select a card to open the customer.

For example, in the Everyrealm demo data, Brightwater Pension Trust is Active in the pension fund industry, while Instituto Porto Alegre is still a Prospect.

Create a customer#

Select New customer
On Customers, select New customer in the top right.
Enter the name
Name is the only required field, for example “Acme Corp”.
Add what you know
Optionally fill in Industry, Website, Phone and Email.
Select Create customer
The customer is created as a Prospect and appears at the top of the list.

Fields in the dialog#

Field	Required	Rules
Name	Yes	Up to 255 characters
Industry	No	Up to 100 characters. Territory rules can match on it.
Website	No	Up to 255 characters, for example acme.com
Phone	No	Up to 50 characters
Email	No	Must be a valid email address

The customer page#

From top to bottom, a customer page shows:

Header: the name and lifecycle stage badge, then industry, website and email on one line (or “No additional details yet.”).
Health: the health badge, the number of days since the last activity (or “Active today”) and how many open opportunities the customer has.
Contacts: the people at the customer, with a New contact button. See Contacts.
Activity across this account: every call, meeting, email, demo and note logged against the customer, its contacts and its deals, with Log activity to add one.

A customer’s deals aren’t listed on its page. To find them, look for the customer’s name on the Opportunities board; each deal page links back to its customer.

Lifecycle stages#

Stage	Typically means
Prospect	You’re talking to them but they haven’t bought yet. The default.
Active	A current, paying customer.
Inactive	A customer that isn’t currently buying or using what you sell.
Churned	A former customer who has left.
Archived	Kept for the record only.

Current limitations#

What the web app doesn’t do yet

There are no edit or archive controls on the customer page, and the lifecycle stage can’t be changed there. Customers created or updated through integrations can carry more details, such as country, city, owner and lifecycle stage.
The list has no search or filters. Use the browser’s find (Ctrl/⌘ + F) on the Customers page.
Creating a customer with an email address that another customer, contact or lead already uses is allowed, and no duplicate warning is shown in the web app.

Tips#

Fill in Industry consistently (for example always “Pension fund”, never “Pensions”). Territory rules match exact values.
Add at least one contact straight away. Support tickets for a customer are raised by one of its contacts, and deals use contacts as their primary contact.

FAQ#

Why don’t I see Customers in the sidebar?

Your role doesn’t include account.view. Ask an administrator to add it under Settings → Roles.

Why is the health badge missing?

The badge appears once the health check has loaded. If it never appears, reload the page; the customer may also have been removed.

Can I see a customer’s tickets on its page?

Not yet. Tickets are listed on the Support page.

Still stuck? Search the docs with ⌘K, open Help inside UnitX, or contact support.