Customers answers: who are our customers, what do they pay, and how are they doing? Each company has one record that joins its billing, product use and support history.
Where to find it
In the sidebar, under Dashboards, open Customers. Its pages are Overview, Customers, Review matches and Contacts.
The pages
- Overview: paying customers, trials, churned and lost accounts, MRR by country and by industry, the biggest customers, the biggest churns, and Worth winning back.
- Customers: the full list, one row per company.
- Review matches: pairs of accounts that may be the same firm recorded twice by different tools. Merge them into one, or mark them as not the same. The number beside the link is how many pairs are open.
- Contacts: the people at your customers, with their company, segment and when they were last seen.
Find a customer
- Open Customers, then the Customers page.
- Pick a segment tile first: Active, Past due, Cancelling, Trial, Trial expired, Lead, Churned, Lost or All.
- Narrow the list with the search box and the filters: industry, plan, account manager, tag, category and an MRR range. Tick Hide $0 MRR to leave out free accounts.
- Change the order with the sort menu, for example MRR high → low.
- Click a row to open that customer's own page, with tabs for billing, product usage, support, contacts and more.
Your filters are kept in the page address, so you can share a link to a view. Tick the boxes at the start of rows to tag or categorise several customers at once.
What the columns mean
- First channel: where the customer first came from.
- Last active: the last time anyone at the customer used the product. Last contact: the last conversation or meeting.
- Health: a score with a label: Healthy, Watch, At risk or Critical.
- Custom pricing: the customer is on a plan made for them.
Good to know
- Records are built from your billing tool, your product analytics, your support desk and your CRM.
- Who sees it: people who see Sales & growth or Customer success & support, the GM and the Balio team.
- Contacts holds personal data, so it shows only to people who are allowed to see personal data.