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These features help you achieve greater revenues by better understanding your customer base in terms of their buying patterns, performance against annual targets and showing customers best selling products & categories they haven't previously purchased, plus producing customer-based reports.


  • Sales Classifications
    Classify customers according to their sales performance and risk levels. See individual customer's risk level over time on their record in User Manager

  • Sales Targets 
    Measure customers actual v target revenue over a 12 month period

  • Individual Customer Reporting
    Use Report Builder to build customer-specific reports which can be printed / saved as PDFs

  • Sales Summary & Product Discovery
    Show trade/distributor customers a summary of their sales on their account page and display other popular categories & products they haven't yet purchased 

Sales Classifications by Customer (User Sales Classifications)

You can classify customers according to their sales performance. This allows you to better understand your customer base in more detail, for example most loyal or at risk of going away; big spenders; rising stars etc. Using this information you can target different customer segments via Email Manager, or prioritise your telesales activity to protect and grow your revenues by viewing these classifications in User Manager and on the user record. 


Setting Up User Sales Classifications

Go into Admin > User Sales Classifications

Set the timeframe to be used for your analysis from those available
e.g. Selecting '12 months' analyses the last 12 months from today versus the 12 month period from the previous year.

Click the button Add User Sales Classifications to start adding classifications

  • Enter the title
  • Enter comments that explain what this is being used to identify & what actions might need to be taken.
  • Set the colour that will be used when displaying the classification in User Manager.
  • Select Smart Type (e.g. Retail, Trade, Distributor)
  • Select the type of classification
    See note after table below on how tiered bands work

Risk score 
See how likely customers are to go away


This is the same risk score calculated in the Users Making Purchases report. 


Example settings:
1 = Loyal / regular buyer. (score 0 up to 1)
2 = Sales slowing. (score >1 up to 2)
4 = Going to sleep. (score >2 up to 4)
9999 = At Risk. (score >4 up to 9999)


Monitor how customers are deviating from their average days between purchases and the length of time since last placing an order. The longer the time, the higher the risk score.

Example uses include identifying:
  • Loyal customers ('Regular' buyers)
  • Customers whose orders are slowing down ('Sales slowing')
  • Customers who are drifting away ('Going to sleep')
  • Customers who have gone away or become dormant and need to be contacted urgently ('At Risk')

Risk change (from previous date range)

Check whether customers need more attention		Great for sales account managers to monitor customers who have slipped in their risk profile versus the previous period.  This is more subtle than simply using the risk score as it shows shifts in buying patterns that can be picked up before the customer becomes gradually more at risk.

Example uses:

25% increase in risk score shows they 'Need more attention'
50% increase in risk score shows they 'Require account review'
75% increase in risk score shows they 'Require contact'

Revenue (compared to other customers)

Know who your biggest spenders are in the customer base		Identify the top spending customers based on revenue.

Example uses:

'Big Spenders' (Top 20% of customers) enter 20
'Mid tier' customers (Top 60% of customers excluding any included in previous 20% band - see tiering below) enter 60

Revenue change (from previous date range)
Identify rising & falling stars amongst your customers


Identify which customers' revenues are growing fastest or declining the most compared to the previous period.

Example uses:

Rising Star (Customers who have grown by 50%) enter 50
Falling Star (Customers who have fallen by 50%) enter -50
Share of total revenue
Know which customers give the most share of revenue

Identify a list of which customers make up the specified % share of total revenues for their smart type

Example use:

Top 80% (top 80% of revenue comes from the listed customers) enter 80

Number of orders

Keep an eye on high order volume customers		Monitor volume of orders to customers.

Example uses:
  • Spot whether high order volumes from key customers are rising or falling & figure out the impact on the warehouse
  • Check customer profitability if there are too many small value orders
  • Identify better shipment approaches for regular bulk buyers e.g. weekly shipment by pallet


*Note on how adding multiple bands for different classification types works

  • The first band is up to the value entered e.g. if '1' is entered then it is from 0 up to 1
  • The second band starts from the previous band and is up to the value entered  e.g. if 5 is entered then it will calculate >1 (entered in the first band) and up to 5
  • For a third band if 20 is entered then it will calculate >5 ('5' was entered in the second band) and up to 20 and so on

    This is an example of how it looks in practice. Notice you can also enter minimum spend and orders to make it as meaningful as possible for your business. You can click on the Users total to see the exact customers in User Manager. Each of the bands are drag & droppable using the 3 bars on the left.


Running the Classifications

Once you have setup the classifications you need to build the graph data and assign customers into them by running these updates in the following sequence for the first time:


You can also use Report CSV to download the user data with their classifications.

Taking Action With These Classifications


1. Using User Manager as a call list, or the Customer Order Analysis on-screen report

You can filter on classifications within User Manager which creates a list of customers whom you can call. 

Click on 'Filter Users' and scroll down to Sales Classification and select which to use.



A list of matching users will then be displayed with the classification showing under the names. Notice how the colour coding picked for the classifications helps the important information to stand out most. Sales agents can also quickly leave comments on the customer record by clicking the speech bubble.



Comments are then added via a modal window and account information can also be updated.


Customer Order Analysis on-screen report

You can perform the same tasks shown above but using this on screen report instead with various selection criteria as well, such as filtering by account manager. It shows a trend graph for better visualisation and useful extra information such as Backorder position for when sales staff are making outbound calls.


2. Sending out email campaigns

You can select users by sales classifications in Email Manager and send out targeted emails based on the classification:


Individual Customer Sales Targets & Reports (via User Manager)

Your sales account teams can monitor individual customer sales targets versus actuals to help them engage with customers and drive more revenues.  

In the case of most favoured customers or distributors obliged to hit certain targets to qualify for discounts, you can set sales targets in User Manager on each customer user record, or import the data if that's easier. This can then be used in sales calls to ensure agreed targets are being achieved and discount levels retained.



Illustration: Individual customer set up and reporting via User Manager

You can generate a downloadable CSV report on all customers via Admin > Reports > Sales Targets

Individual Customer Reporting

You can set up and run customer-specific reports within Report Builder by entering the customer ID in the Advanced settings section > User ID field. 



Illustration: Report Builder allows you to set up a customer report and run it for a specific user based on their ID. Example data shown below.


Sales Summary & Product Discovery (Trade/Distributors)

Display a Sales Summary for a trade/distributor customer logged into their account to view their product sales performance and display suggested popular categories and products which they haven't yet purchased. Optionally these suggestions can be further narrowed down to only show products similar to ones they've bought based on product tags making the suggestions highly relevant.


For example if products are tagged by car manufacturer then only products with the same manufacturer tag value would be shown that match those on products they've previously purchased.


Illustration: Sales Summary & suggested products & categories for trade/distributor customers



Accessing The Information As An Administrator / Sales Person


An expanded set of information is available to admin and sales people including top product groups and product tags, accessible from the user record using the currency button.


Illustration: Accessing the Sales Summary from the user record



Illustration: Administrator view of a customer record



Using this information you can discuss with the customer what other products they could buy from you, new categories of products to buy if they sell them on their website but do not buy from you, plus discussing other types of products they could sell based on product tags and groups.


Setting This Up


To enable this go into Admin > Customize User Area and tick Enable Customer Sales Summary

If you wish to filter popular products/categories using product Tag groups, tick the option for that as well.



Template changes will be needed in the logged in customer area/distributor hub to display this new information (note: only to non-Retail groups). Please contact us to make these changes for you.


Illustration: Accessing the Sales Summary & Product Discovery area via the Distributor hub