Review a customer profile

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

This feature is coming soon. When available for your site, it must be set up by an administrator.

Customer profiles extend customer segmentation by helping you understand what to discuss with an individual customer. Explore their behavior, performance and product mix, with an AI-generated summary and sales opportunities that highlight products they might be due to reorder or interested in buying.

Use these insights to prepare for customer conversations or identify a reason to contact a customer.

Open a customer profile

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

Take a tour of the customer profile page

The customer profile page contains the following sections.

1. Toolbar

Use the toolbar at the top of the page to:

• Click Back to Customer segmentation to return to the Customer segmentation page.
• Check the opportunity status icon to see whether opportunities have been generated. After the initial setup, opportunities typically take 5–45 minutes to generate, depending on the size of your database.
• Click the Open customer profile setup button to view the data mappings used for the customer profile.
• If you're an administrator, click the Edit configuration button to open the Setup customer profile feature, 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. Click the Expand button on the far right to view more customer details and performance metrics.

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.
• 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 Flex Modes to analyze their transactions, products, and purchasing trends in more detail. This action passes the selected customer into Flex Modes 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.
  • Open the customer's account page in CRM, 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 an AI summary of the customer's overall sales and purchasing activity, alongside product-level buying patterns, highlighting changes and opportunities that might need your attention.

Click the Customise AI summary 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.

Standard view of the AI Summary

4. Opportunities

This section lists opportunities identified for the customer. Use these opportunities to prepare for customer conversations. They can give you a reason to contact a customer and provide specific talking points, such as a product they might be due to reorder or another product they might be interested in.

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

1. Potential upside: See the total number of opportunities and their estimated annual potential upside, which is the estimated additional annual revenue. The total is the sum of the opportunity values displayed below.
2. Filters: Opportunities are either Reorder or Cross-sell. Use the filters to explore opportunities based on individual products or broader product groups:

   • Use All groups, Reorder Group and Cross-sell Group to filter opportunities based on product groups. Product groups come from the Product group dimension selected during customer profile setup. For example, if Product Class is selected, entities such as Lumination and Power are the product groups.

     
   • Use All products, Reorder and Cross-sell to filter opportunities based on individual products.
3. Opportunities: Review the identified opportunities and their individual potential upside. Click an opportunity to expand it and view more information, which is based on the Product dimension selected during customer profile setup.

Reorder

A Reorder opportunity identifies a product that is overdue for reorder based on the customer's usual ordering cadence.

Expand the opportunity to see:

• The customer's usual ordering frequency* and how long it has been since they last ordered the product. For example, Usually orders every 14 days. Last ordered 118 days ago.
• The number of separate orders and total value in the last 365 days.
• The potential upside, which is estimated annual value of the opportunity, based on the customer's recent buying rate.

*The usual ordering frequency isn't calculated by dividing 365 days by the number of orders. Phocas calculates the time between consecutive orders and removes unusually long gaps that could distort the customer's normal ordering pattern, such as a shutdown or one-off delay. It then averages the remaining gaps to determine the usual ordering frequency.

For example, if a customer usually orders a product every 10 days but has one unusually long gap between orders, that long gap might be excluded from the calculation. As a result, Usually orders every 10 days might differ from an average calculated using the total number of orders across the year.

Understand how the usual ordering frequency is calculated..

Click Open in Flex Modes to open the database in a new browser tab, filtered to the customer and product, so you can explore the underlying data in more detail.

Reorder group

A Reorder (Group) opportunity groups overdue products from the same product group. Each product in the group is also an individual Reorder opportunity. The group gives you another way to review the same opportunities rather than identifying additional opportunities.

Expand the group to see:

• How many products are overdue in the group.
• The products in the group and how overdue each one is. If there are more than six overdue products in the group, the first six display. Click View more to see the remaining products.
• The potential upside, which is the estimated additional annual revenue for that opportunity.

Click Open in Flex Modes to open the database in a new browser tab, filtered to the product group, so you can explore the underlying data in more detail.

Cross-sell group

A Cross-sell Group identifies broader buying patterns between product groups. It can uncover opportunities that aren't apparent from individual product relationships, particularly when a product group contains many similar product variants.

Expand the group to see:

• The related product the recommendation is based on and the percentage of customers who also buy from the recommended product group.
• Products that similar customers buy from the recommended group and how much more likely they are to buy each product.
• The most popular products in the recommended group, based on annual quantity sold.
• The potential upside, which is the estimated additional annual revenue for that opportunity.

Click Open in Flex Modes to open the database in a new browser tab, filtered to the relevant data, so you can explore the underlying data in more detail.

Cross-sell

A Cross-sell opportunity identifies a product to recommend because customers who buy a related product also frequently buy this product.

Expand the opportunity to see:

• The related products the recommendation is based on.
• The percentage of customers who buy each related product and also buy the recommended product.
• The potential upside, which is the estimated additional annual revenue for that opportunity.

Click Open in Flex Modes to open the database in a new browser tab, filtered to the product, so you can explore the underlying data in more detail.