Open a customer from Customers (Open), from the Collections worklist, from the Credit Desk, or from the CRM panel of a sales document.
The header
- The customer's name, with Tier (Standard unless set), Owner (Unassigned unless set), Terms (credit limit and days), Credit: On hold and Contact: Do not contact when they apply, and Figures as of.
- A status strip: the health band and score (The Customers page, health and segments), and the "On credit hold" and "Do not contact" flags.
- Figures: Outstanding, Overdue, Credit limit (with headroom), Days sales outstanding, Average days to pay, Advance held, PDC in hand, Revenue this year.
Header buttons
| Button | Who can use it | What it does |
|---|---|---|
| Customers | Back to the list | |
| Log call | Users who can change activities | Records a call (its outcome and a note) as an activity, and can book a follow-up |
| Follow-up | Users who can change follow-ups | Adds a follow-up: what needs doing, the due date, priority and owner |
| More > Put on credit hold / Remove credit hold | Credit approvers | See Credit hold |
| More > Customer ledger (ERP record) | Users who can open Accounting's customers | Opens the customer in Accounting |
| More > Customer ageing report | Users who can open that report | Opens Accounting's customer ageing report |
| More > Collections worklist, Credit desk | Opens that work queue for this customer | |
| More > the sales documents | This customer's sales quotations, sales orders, delivery notes, sales invoices, sales returns, service jobs and recurring invoices in Accounting |
For a customer marked do not contact, Log call shows a warning: "This customer is marked do-not-contact."
The tabs
| Tab | What it shows |
|---|---|
| Money | The ageing; payments (last receipt, received and sales in the last 90 days, promises to pay, open disputes, open sales orders); Open bills (bill, dates, amount, paid or credited, outstanding, days past due, dispute or promise); Collection work (cases with stage, risk, amount, promise, collector); and the Statement of account |
| Commerce | Revenue this year and last year, gross margin, average invoice, weighted pipeline; invoices, top products, Accounting's sales quotations, opportunities, and the chain from quotation to order to delivery to invoice |
| Relationship | The account profile (address, PAN, phone, email, tier, account owner, credit terms, relationship, source, last activity, note), contacts, follow-ups, activities and a timeline |
| Service (with a count) | Open tickets, open disputes, open collection cases, pending follow-ups; tickets, disputes, renewals and recoveries |
Statement of account
On the Money tab, the Statement of account card lists the customer's ledger postings voucher by voucher: Date, Type, No., Description, Debit, Credit, Balance.
- Range: Fiscal year, 30 days, 90 days, 1 year or Custom. A statement covers at most 800 days.
- Totals: Opening balance, Debits, Credits, Closing balance; under the lines, today's ageing (Not due to 90+) and Total due.
- Currency: amounts are in local currency, like the ledger report; a posting entered in a foreign currency shows the entered amount underneath.
- Print prints it; Export gives Excel (.xlsx) or CSV.
The closing balance equals the ledger balance at the end date, and equals Outstanding when the end date is today.
What you cannot change here
Credit limits and credit days are changed on the customer in Accounting, not in CRM. In this release no screen changes a customer's tier, account owner, relationship status, do-not-contact mark or CRM note: Customer 360 shows them as they are (What CRM does not do). The collector of an account is set on Collections (The Collections desk).
Common questions
Log call shows a warning.
The customer is marked do not contact: "This customer is marked do-not-contact."
I cannot change a customer's tier or account owner.
No screen changes them in this release. The collector of an account is set on Collections.
Why does a list show only a few records?
Each list on Customer 360 shows the latest few. Use the full screens (Collections, Follow-ups, Activities, Service tickets) for the rest.