Accounts

Accounts are the organisations you deal with: customers, prospects, partners, and your own internal teams. The page is part-CRM, part-feedback-rollup, letting you ask "what's account ACME asking for, and how at-risk are they?".

What you'll see

• List view: name, ID, relationship, status, segment, ARR, health score (0–100), churn risk, feedback count, open requests, last activity
• Filter bar: relationship (Customer | Prospect | Partner | Internal), status (Active | POC | Lapsed | Churned), segment (Enterprise | Mid-Market | SMB | Startup | Internal), churn risk
• Sort options: default sort is by health score ascending, so the accounts most at risk sit on top; click any column header to re-sort

Relationship and status

Two fields answer two different questions, and they are independent of each other:

A prospect can be running a poc, a customer can be lapsed, and a partner can be active. Nothing ties one field to the other.

New accounts start as customer and active. Both can be changed from the account's drawer, from the row's right-click menu, or in bulk after selecting rows. The right-click menu applies the change immediately, with a few seconds to undo; the selection bar asks you to confirm before a large batch or a move to churned, and spells out the consequence. Either way the change is recorded in the account's activity log.

When you import accounts, blank Relationship and Status cells take those same defaults.

Row drawer

• Name, relationship, status, segment, ARR, health score, churn risk
• Primary contact name, or with contacts on, the Contacts tab: the people at the account, with the primary contact starred (see Contacts)
• Tags
• plan and users_count exist on the API but aren't shown in the drawer. primary_contact and primary_contact_email name the account's primary contact
• Linked feedback: every row from this account (via feedback_accounts junction); great for "what is this account's roadmap-influence?" reviews

Common actions

• New account button in the toolbar
• Click ARR column header → resort
• ProductSense button in the toolbar

Merging duplicates

When the same customer was added twice, by hand, an import or a CRM sync, fold one account into the other: Merge into… in a row's right-click menu, or in the More actions menu of an open account. The review shows what would move before anything is written: linked feedback, meetings, contacts, deal blockers, win/loss records, comments and files. The account that stays keeps its own primary contact when it has one. The account that stays keeps its own name, relationship, status, segment and ARR, combines tags, personas and contacts, fills any empty field from the duplicate, and takes the duplicate's integration ids so a sync updates it from then on. The duplicate goes to the trash, and its ID now opens the account that stays.

Health score

A 0–100 number you set (nothing computes it). Convention, and how the drawer colours it: below 40 = "at risk", 40–69 = "stable", 70 and up = "healthy". It is passed to ProductSense's urgency triage alongside ARR and churn risk when it ranks feedback.

Related

• Accounts API reference
• Deal Blockers: accounts with feature-blocked deals