> For the complete documentation index, see [llms.txt](https://docs.phocassoftware.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.phocassoftware.com/sales-insights/explore-customer-insights/review-a-customer-profile.md).

# Review a customer profile

Explore the Customer profile page and learn about the information it provides.

{% hint style="info" %}
Customer profiles must be [set up by an administrator](/sales-insights/set-up-and-manage-sales-insights/set-up-a-database.md#customer-profile) before you can use them.
{% endhint %}

[Customer segmentation](/sales-insights/explore-customer-insights/use-customer-segmentation.md) helps you identify which customers to focus on. **Customer profiles help you decide what to discuss with them.** Explore a customer's purchasing behavior and performance, get an AI-generated summary of key changes, and find product-level opportunities for your next conversation.

Use these insights to prepare for customer visits and plan follow-up in CRM.

{% embed url="<https://phocassoftware.wistia.com/medias/fqv5qa6vz8>" %}
Review a customer profile
{% endembed %}

### Open a customer profile

In the customer segmentation table, select a customer link to open the **Customer profile** page.

![](https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2FOyB5tmUPc17dvyzobVgA%2Fcustomer-profile-navigation-analytics.png?alt=media)

### Take a tour of the customer profile page

The customer profile page contains the following sections.

<figure><img src="https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2FQZ53JLiR3It9yWURkapq%2Fcustomer-profile-overview-analytics.png?alt=media" alt=""><figcaption></figcaption></figure>

**1. Toolbar**

Use the toolbar at the top of the page to:

* Select **Back to Customer segmentation** to return to the **Customer segmentation** page.
* Check the opportunity status ![](https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2FryVOtUAnOOvAJSepb89Y%2Fimage.png?alt=media\&token=38e269cc-a2e4-41ee-ac51-f3b87a543e79) icon to see whether opportunities have been generated. After the initial setup or a change to the customer profile mappings, opportunities are generated in the background. This may take 10 minutes or more, depending on the size of your database.
* Select the **Open customer profile setup** ![](https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2FMhB9W1bSSPhPG9yjhbYC%2Fimage.png?alt=media\&token=13eb6c7c-6f1b-4010-9c48-2e47a2369355) button to view the data mappings used for the customer profile.
* If you're an administrator, select the **Edit configuration** ![](https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2FVpLVy43wtWFnBZTI9MzT%2Fimage.png?alt=media\&token=25143e2e-d4ac-49a2-8e10-e322ce727ff4) button to open the [customer profile step in **Insights setup**](/sales-insights/set-up-and-manage-sales-insights/set-up-a-database.md#customer-profile), where you can edit the setup.

**2. Customer profile summary**

This expandable section helps you verify which customer you're looking at and get a quick overview of how they're performing. Select the **Expand** button on the far right to view more customer details and performance metrics.

<figure><img src="https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2FSIjXgp7M7X6Oq0vu7VU1%2Fcustomer-profile-summary-analytics.png?alt=media" alt=""><figcaption></figcaption></figure>

In this section, you can:

* View the customer name and code, segment, and period covered by the profile. The period matches the date range in the [**Customer segmentation summary**](/sales-insights/explore-customer-insights/use-customer-segmentation.md#take-a-tour-of-customer-segmentation).
* Use the links to open the customer's data in other Phocas modules and take action. The available links depend on the modules in your Phocas site and include:
  * Open the customer's data in the underlying database in Analytics to analyze their transactions, products, and purchasing trends in more detail. This action passes the selected customer into [Analytics](https://docs.phocassoftware.com/analytics/) as a filter, so you can start slicing and dicing the data straight away.
  * Open a customer scorecard (dashboard), if one was linked to the database during setup, to explore detailed information and insights for the customer. Existing customer scorecard links remain available from the profile.
  * Open the customer's [account page in CRM](/crm/accounts.md), where you can add activities (tasks) for follow-up.
* View the customer's tenure and sales rep, and the following metrics:
  * **Recency**, **Frequency** and **Monetary** values for the last 12 months.
  * **Margin**.
  * **No. of Products**.

**3. AI summary**

Get a clear **AI summary** of the customer's sales and purchasing activity, highlighting notable changes, product-level buying patterns, and opportunities worth exploring. Choose a concise overview or a more detailed breakdown to suit how you prepare for customer conversations.

Select the **Customise AI summary** ![](https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2FPZlBRzydMdb3av63dw1U%2Fimage.png?alt=media\&token=97ba875b-af54-42b9-ac97-9692f2382a2b) button to select how much detail you want to see:

* **Concise:** One short sentence highlighting the most important finding.
* **Standard:** A summary sentence followed by three or four supporting points. This is the default.
* **Detailed:** A summary with more context, up to five supporting points, and suggested next steps.

<div align="left"><figure><img src="https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2Ft6KlgFtwXa22vQ7aAuQq%2Fimage.png?alt=media&amp;token=83d7ed6a-7f16-4b72-b551-e3849151197c" alt="" width="563"><figcaption><p>Standard view of the AI Summary</p></figcaption></figure></div>

**4. Opportunities**

Find specific products and product groups to discuss with the customer. **Reorder** and **Cross-sell** opportunities identify potential sales from purchasing patterns, with estimated annual upside to help you prioritize follow-up. **Top Products** highlights popular products missing from the customer's recent purchases, without estimating their value.

Opportunities are updated daily, following the overnight processing for your region.

<figure><img src="https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2FkXEYMjaunxaFpKA7tNUs%2Fimage.png?alt=media&amp;token=e224c037-b8ed-4d04-96f8-fee2615b2e50" alt=""><figcaption></figcaption></figure>

1. **Potential upside:** See the number of opportunities and their estimated additional annual revenue. Top products opportunities don't have an estimated annual value and don't contribute to **Potential upside**.
2. **Filters:** Choose **Reorder**, **Cross-sell**, or **Top Products** to focus on individual products. Use **All groups**, **Reorder Group**, or **Cross-sell Group** to explore product group opportunities. Product groups come from the **Product group dimension** selected during [customer profile setup](/sales-insights/set-up-and-manage-sales-insights/set-up-a-database.md#customer-profile).
3. **Opportunities:** Select an opportunity to expand it and review the details. The available information depends on the opportunity type.

Explore each opportunity type:

#### Reorder

See [Review reorder opportunities](/sales-insights/explore-customer-insights/review-a-customer-profile/review-reorder-opportunities.md) to identify overdue products.

#### Reorder group

See [Review reorder opportunities](/sales-insights/explore-customer-insights/review-a-customer-profile/review-reorder-opportunities.md) to review overdue products together by product group.

#### Cross-sell

See [Review cross-sell opportunities](/sales-insights/explore-customer-insights/review-a-customer-profile/review-cross-sell-opportunities.md) to explore product recommendations based on related purchases.

#### Cross-sell group

See [Review cross-sell opportunities](/sales-insights/explore-customer-insights/review-a-customer-profile/review-cross-sell-opportunities.md) to explore recommendations across product groups.

#### Top products

See [Explore top products](/sales-insights/explore-customer-insights/review-a-customer-profile/explore-top-products.md) (Early Access) to find popular products missing from the customer's recent purchases.

You can [remove products from recommendations](#remove-products-from-recommendations) to keep opportunities relevant.

### Remove products from recommendations

Exclude products that aren't useful to recommend, such as discontinued products, shipping, or fees. Add them to the removed products list, then save your changes.

1. On the **Customer profile** page, select the three-dot menu in the top-right corner, then select **Remove products**.
2. If you want to find products by a property, select it in **Property** first. Then use **Entity** to find and select the products to exclude. The **Dimension** field shows the product dimension used by the profile.
3. Select **Add**. Check that your selection appears under **Removed products**.
4. Repeat for any other products you want to exclude.
5. Select **Save**, then refresh the customer profile to review the updated recommendations.

<div align="left"><figure><img src="https://3487206470-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQGQGMazAMTVRZA3vjjb5%2Fuploads%2F8XMFoI9HYBnrFxi13ogK%2FScreenshot%202026-10-27%20at%2011.37.51.png?alt=media&amp;token=53d0c935-a574-4d90-8203-3fc169a38fd7" alt="Remove Products dialog showing the Property and Entity fields, a product in the Removed products list, and the Save button." width="375"><figcaption></figcaption></figure></div>

To include a product again, open **Remove products**, select the **X** beside its entry under **Removed products**, then select **Save**.

### Follow up in CRM

Turn the AI summary or opportunities into CRM activities so you can follow up without losing the context.

#### Create a follow-up task

See [Follow up in CRM](/sales-insights/explore-customer-insights/review-a-customer-profile/follow-up-in-crm.md) to create a task from the AI summary or an individual opportunity.

#### Follow up multiple opportunities

See [Follow up in CRM](/sales-insights/explore-customer-insights/review-a-customer-profile/follow-up-in-crm.md) to create a separate task for each selected opportunity.


---

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