The purpose of the Customer 360 view

Customer 360 aggregates lifecycle, transaction, activity, and tag signals from existing customer accounts into a single, curated list. It helps identify customers who require follow-up, but the actual changes are made on the customer details page or in other CRM workspaces.

Customer 360: view customer CRM signals

Customer 360 displays the customer's name and organization, email, lifecycle stage, number of open and won CRM deals, next pending activity due date, and number of tag connections. The view does not calculate a single customer point or change any data. Use it as a snapshot from which you can navigate to the customer details page to review individual deals, activities, and tags.

The list only includes permanent customer accounts and is sorted by the most recent customer ID in descending order. The default load shows a maximum of 50 customers. Use search and lifecycle filters to narrow down the set, as the interface does not provide a next page or Load More functionality.

The address for Customer 360 is /crm/customer-360 . The view belongs to the CRM module.

Search for customers

Search for customers in the Search CRM Customers field by name, email, address book company name, or organization name.

1. Open CRM > Customer 360 .
2. If necessary, open Filters .
3. Enter at least part of the customer's name, email, company, or organization in the search field.
4. Wait for the list to update.

The search is updated with a delay of 300 milliseconds after typing and is stored in the page's q address parameter. The search term and the lifecycle filter can be combined.

An empty search result means that no matching permanent customer was found in the first limited set. Temporary customers are not searched.

Filter by lifecycle stage

Filter by lifecycle stage by selecting All stages , Lead , MQL , SQL , Customer , Departed , or Not set .

The selection is updated immediately and saved to the page address. Not set retrieves customers who do not have a lifecycle record. Departed means the customer lifecycle stage; a lost CRM deal is a different matter.

The stage filter does not change the customer lifecycle. Make the change on the customer's CRM tab or in the Lifecycle workspace, then return to the Customer 360 view.

All steps only remove the lifecycle restriction. Any search term will remain in effect until you clear the search field.

Read the Customer Coverage list

Read the Customer Coverage list column by column:

• The name shows the customer's name as a link and, if applicable, the organization below it.
• Email displays the email address of the customer account.
• The lifecycle shows the Lead, MQL, SQL, Customer, or Departed stage. A missing value is shown as Not Set.
• Open deals counts CRM deals associated with a customer that have a status of open.
• Won Deals counts CRM deals associated with a customer that have a won status.
• The next activity shows the earliest due date for the customer's unfinished, due date CRM activities.
• Tags shows the number of customer tag connection rows.

Select the customer name to open the customer details page. Customer 360 does not provide direct editing capabilities on the row.

Transaction numbers are not order numbers. They are based on CRM transactions, not customer online store orders.

Interpret the following activity

Interpret the following activity, noting that the column selects the smallest due date from all of the customer's unfinished activities.

If the customer has an overdue activity, the column may show that and not a later upcoming task. A blank value may mean that there is no unfinished activity with a due date; it does not prove that the customer does not have a completed or undue activity saved.

Before contacting the customer, open the customer's CRM tab and check the activity type, status, and other details. Customer 360 only shows the time.

Completing an activity removes it from the calculation of the next activity. The next earliest incomplete due date will appear on the list during the next load.

Interpret the tag count

Interpret the tag count as the number of CRM tag associations for the customer, not the tag names or colors. Open the customer's CRM tab to see the visible tags and edit the associations.

The Customer 360 query also counts the remaining join rows for archived tags. In the customer's normal tag view, the archived tag is hidden, so the Customer 360 count may be higher than the number of visible tags.

Do not use the Tags count alone to make a segmentation decision. Check the tag names and archive status before taking action.

Adding or removing a tag is done on the customer's CRM tab. Customer 360 will update when the list is reloaded after that information.

Prioritize client work

Prioritize customer work by combining multiple Customer 360 signals instead of a single number.

• Narrow down the customers in the SQL stage and check who has an open CRM deal.
• Find customers who don't see their next activity and check their customer page to see if they need follow-up action.
• Compare open and won deals in the Customer stage.
• Review customers in the Departed stage according to the agreed-upon win-back process.
• Review the Not Set group to ensure new customer accounts receive the appropriate stage.

Won deals alone do not indicate the value of a customer's purchases or activity. The next activity does not indicate the content of the task, and the number of tags does not indicate the importance of the ratings. Open customer information before making a decision.

Customer 360 does not include bulk actions. Make changes to an individual customer's CRM data or in the action's own workspace.

CRM module preview mode

In the preview mode of the CRM module, Customer 360 shows the workspace structure but hides customer and signal values. Search and filters do not provide the correct customer data.

The preview row and its numbers are examples of the user interface. Do not use them for reporting or prioritizing sales work.

Enable the CRM module to view lifecycle, transaction, activity, and tag data for your loyal customers.

The CRM tab on the customer details page also belongs to the same module, so the preview doesn't provide a workaround for opening hidden deal, activity, or tag information.

Impact on online shopping

Customer 360's impact on the online store is only indirect through shared customer data in the Dashboard. The view itself does not change the product's price, balance, availability, visibility, or checkout, and is not visible to the customer.

Lifecycle stages, CRM stores, activities, and CRM tags are internal signals. Store customer view pricing and product assortment do not use Customer 360 as a rules engine.

Naming or categorizing a customer in CRM does not automatically grant a discount. Use customer groups and approved pricing rules for pricing.

Good to know

Good to know about the Customer 360 view:

• The list only includes regular customers.
• The default load returns a maximum of 50 most recent customers.
• There is no pagination or Load More functionality in the user interface.
• The search and lifecycle filter will update to the address.
• Gone is the customer relationship stage; Lost is the CRM transaction status.
• The next activity is an early unfinished due date, also from the past.
• The tag count may include an archived tag join.
• Customer 360 is a viewing view; changes are made elsewhere in CRM.