Manage the customer lifecycle
Keep customer profiles, statuses, attribution, and marketing consent current.
Scenario and success criteria
Example: An advertising inquiry becomes a first-time customer. Search by name and contact details before creating a record. For a new customer, record first and latest attribution. Start with the lead status. Change the status after the reservation and visit meet your team's criteria. Record marketing consent only when the customer gave it.
Review duplicate customers, missing attribution, old statuses, and consent without evidence. The number of statuses is less important than one standard that supports the next action.
Before you start
- Define when your team uses Lead, Qualified, Active, Churned, and Lost.
- Review the screen and the notice used to collect marketing consent.
Search existing customers
Search Customers by name, email, and phone number. Select Add only when no matching person exists.
Enter the basic profile
Enter a confirmed name and contact details. Add an avatar when required. Do not guess contact details or use another person's information.
Select the current status
Select the status that matches the current relationship. Update it only when the relationship changes. Keep the required evidence in your team records.
Connect attribution
Select a verified acquisition account, channel, and campaign. Leave the values empty when no attribution evidence exists.
Verify marketing consent
Record a consent time only after explicit customer consent. Apply a withdrawal to your current sending policy immediately.
Review related activity
Review conversations, reservations, form answers, and payments in the customer detail pane. Open each related record and compare its status with the profile.
Check the result
- Duplicate records do not split one customer's contact details.
- The status follows your team's lifecycle policy.
- Attribution contains only verified accounts, channels, and campaigns.
- The marketing consent record contains the actual consent time.