Customers

Use Customers to find the accounts that need a call before they drift away, and to bring new accounts and buyers into your book.

New to Pulse? Start with Pulse for how to open it and how the date range works.

Accounts, buyers and customer groups

Pulse uses 3 words for 3 different things:

Customer groups are set up at Customers,Groups (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers › Groups to do this now, whichever platform you're on. Opens in a new tab., not in Pulse: see Customer groups. A buyer is a company user on the account.

The Customers screen

The 4 tiles at the top are Active buyers (accounts that ordered), Orders, GMV and Avg order value. They're the same as on Orders, and follow the date range. Click a tile to see what makes it up. Below the tiles are the tabs. The Applications tab shows how many applications are still open, and so does the Customers badge in the sidebar.

PulseCustomers · sample data, click aroundFull screen

Accounts tab

The table shows 20 accounts a page. If no accounts match your filters, click Clear filters: it clears the Segment and Health filters and the search.

Buyers tab

Customer groups tab

Applications tab

Applications come from a trade application form on your storefront: see Forms.

Find the accounts that need attention

1. In Pulse, click Customers in the sidebar. The Accounts tab opens.
2. In the Account health card, click At risk or Critical. The table shows only those accounts.
3. Hover over an account's health score to see which part of the score is low.
4. Click the account to open it, then call them, plan a visit or start an order.

More detail

You can also choose a band from the Health filter, and combine it with the Segment filter and the search box: the card, the filter counts and the table always count the same accounts. Click Show all to clear the band. For the account panel, see An account; for accounts that are late with a reorder, see Reorder radar.

Add an account

1. On the Accounts tab, click Add account.
2. Choose how the account joins your book:
   • Invite an account: add the company and its first buyer yourself.
   • Review applications: go to the Applications tab to approve an account that applied through your storefront. The menu shows how many are open.
   • ERP sync: nothing to do. It's marked automatic: accounts synced from your other systems appear on their own, and the menu shows where they sync from and when they last synced.
3. For Invite an account, the Add a buyer form opens. Enter the buyer's First name, Last name and Email, and the Company name, then click Add buyer.

More detail

All 4 fields are needed. The buyer gets the same invite email as a customer you add in Sales Agent mode, and the account appears in your book straight away with Came via set to Invited. If they already have an account on your store, they can sign in with it. It has no health score until it orders. See Order for a customer.

Invite a buyer

1. Click the Buyers tab, then Invite a buyer.
2. Choose the Account they'll order for.
3. Enter their First name, Last name and Email.
4. Choose their Role: Buyer (the default), Primary buyer, Finance contact or Store manager.
5. Click Send invite.

They get an invite to sign in and order for that account, and show on the Buyers tab as Invited until they accept. You can also invite a buyer from an account: on its Overview tab, click Invite a buyer in the Buyers card, and the account is chosen for you.

The 4 roles map to the roles company users have: see Roles.

Review a trade application

1. Click the Applications tab.
2. To follow up first, click Contact: Pulse adds a task to call the applicant today.
3. Click Review to open the application, with the applicant's answers and how the ranges they asked about sell.
4. Click Approve & invite to create the account and email the contact an invite, or Decline.

PulseCustomers: Applications · sample data, click aroundFull screen

More detail

To show you're working on an application, click Mark in review. A declined application can be reopened with Reopen. Once approved, the account opens, and appears on the Accounts tab with Came via set to Application. The application panel is described in A trade application.

How account health is scored

Each account is scored out of 100 on its own order history, from 3 parts:

An account without a regular rhythm scores Cadence on days since its last order:

The total puts the account in a band:

An account's usual gap is the average number of days between its orders, worked out once it has at least 3 orders. Accounts that have been invited but haven't ordered yet aren't scored. Health only uses orders placed through your storefront: see Where the figures come from.

On an account's Overview tab, the Health card shows the score, the part that's holding it back most, and How it's calculated for the full working.

Segments

An account's segment shows where it is in its life with you, using the same fixed day counts for every account. Pulse checks the rules in this order, and the first that fits is the segment:

FAQs