Understand customer profiles and lifecycle
Learn how profiles, statuses, attribution, marketing consent, and related records work.
A customer record connects a name, contact details, and avatar with conversations, reservations, form answers, and payments. Your team can follow one relationship across these features.
Business value
A customer record combines questions, reservations, form answers, purchases, and attribution into one relationship. Operators can review the full journey instead of only the latest message. Marketing teams can connect an advertising response to a reservation or payment.
| Operating goal | Customer role | Measure |
|---|---|---|
| Improve customer understanding | Connect the profile with every activity. | Duplicate customers and repeated information requests |
| Manage relationship stages | Separate leads, qualified, active, churned, and lost customers. | Customers by stage and stage duration |
| Compare acquisition quality | Connect accounts, channels, and campaigns to results. | Reservations and completed payments by channel |
| Communicate with consent | Record the marketing consent time. | Consenting customers and blocked sends without consent |
Examples
Example: A returning customer. The customer sends a new question from the same phone number. The operator finds the existing profile before creating another record. Earlier reservations and preferences provide context. Track duplicate profiles and repeated information requests.
Example: A new customer from advertising. Save the campaign and channel with the Lead record. Select Qualified after a consultation reservation. Select Active after the first completed payment. Compare active customers and completed payments by campaign.
Basic profile
A customer profile can store a name, email, phone number, and avatar. Laney can use an email or phone number to match an incoming contact. Search existing contact details before creating a duplicate customer.
Customer statuses
| Status | Operating meaning |
|---|---|
| Lead | Your team sees the contact but has not assessed the need. |
| Qualified | Your team confirms a suitable need and contact method. |
| Active | The customer currently uses or buys your service. |
| Churned | A previously active relationship has stopped. |
| Lost | The current opportunity did not convert. |
A status describes the current customer relationship. Automations and advertising conversions can use status changes. Define one shared status policy for your team.
Attribution and campaigns
A customer can reference an acquisition account, channel, and campaign. Native Google or Meta lead forms can also create customer records. Attribution helps compare which campaigns produce conversations, reservations, and payments.
Marketing consent
Laney records marketing consent as the time of consent, not only a selected value. Check the time and collection path before consent-based messages. After withdrawal, update the record and exclude the customer from later sends.
Custom fields and customer updates
Use customer custom fields for information outside the basic profile. Include only public-safe fields in a customer form. Use a secure customer link when a form updates an existing profile.