Customers Terms

Here you will find all the terms regarding Customers.

A

Affiliates

The names of the affiliates that collaborate with the business and refer the lead.

Age

The age range to which the person belongs.

Avg Coachings

The average number of coaching sessions completed by a client.

Avg Days Call/ Close

The average amount of time that passes between a sales call and when the lead completes their purchase.

Why is it important?

This metric reveals how quickly leads convert after a sales interaction. A shorter time frame often signals strong persuasive skills, clear value communication, or effective use of urgency and incentives. When segmented by sales rep, it helps identify which closers are consistently accelerating decisions, highlighting tactics or messaging that could be replicated across the team to boost overall performance.

Avg Days in Total

The total number of days the individual has been an active customer.

Avg Days Optin/ Close

The average number of days it takes from when a lead opts in to when they become a paying client.

(% Avg) Discount

The average percentage of discount applied per transaction, calculated across all paying clients.

B

Billing Infos

Displays all the customer's billing information.

C

Call Date

The specific date when a Sales Call took place.

Call/Close Days

The number of days between the sales call and the moment the client closed.

Call/Event Type

Indicates the specific type of call or event the client attended, such as Demo, Sales, Demo & Sales, Onboarding, Coaching, or others, providing context about the interaction’s purpose and stage in the customer journey.

Channel

Indicates whether the sale came from a scheduled Sales Call (auto-filled from a Call ID) or was a Direct Close (manually entered from the CRM without a prior call).

Channels

Indicates whether the sale came from a scheduled Sales Call (auto-filled from a Call ID) or was a Direct Close (manually entered from the CRM without a prior call). This field also applies when the client completes the purchase through multiple payment channels.

Client

The name of the business or client account that the customer is associated with. This helps identify the organization or entity to which the individual purchaser belongs.

Clients

The total number of people who have purchased your product or service.

Closer /CSM

The Closer or CSM is associated with that particular customer.

Closers

Displays the primary closer responsible for the lead, and also indicates if multiple closers have been associated with the same customer during the sales process.

Coaching Times

The total number of coaching sessions that a client has completed.

Cold Callers

Displays the primary cold caller responsible for the lead and indicates whether multiple cold callers have been associated with the same customer during the sales process.

Contracted Revenue

Revenue that has been officially agreed through a signed agreement or confirmed commitment, even if the payment hasn’t been collected yet.

Country

The person's country of residence.

The direct link to the lead's profile in the CRM.

Csm_call_IDs

Unique identifiers for each call conducted with a Client Success Manager (CSM).

CSMs

Displays the primary Client Success Manager (CSM) responsible for the client, and also indicates if multiple CSMs have been associated with the same customer throughout their journey.

D

Date

The specific day when a key action or event occurred.

Deal

The specific payment agreement you have with the customer falls into three categories: Full Pay, Split Pay, and Deposit.

Deals

Payment Deal that you agreed with the customer (Full Pay, Split Pay, Deposit). And shows if there is more than one Payment deal associated with the customer.

E

Email

The email of the person.

Event

Name of the Calendly Event on the link where the lead scheduled the call.

F

Full Name

The Full Name of the person.

G

Gender

The gender of the person (male/female).

Grade

A qualitative score from 1 to 10 is assigned at the end of a Customer Success session (e.g., onboarding, coaching, support) to assess how well the session objective was fulfilled.

Graduation Avg Days

The average number of days it takes a customer to complete the program.

Graduation Date

Specific date when the customer graduated from the program.

Graduation Days

The total number of days it takes for a client to complete the program, measured from the onboarding date to the graduation or completion date.

Gross Revenue

The total amount of money collected from new clients before deducting any processing fees, costs, or expenses.

(%) Graduation

The percentage of clients who successfully complete the program or reach the intended outcome.

How can you determine if this metric is healthy?

⚠️ Benchmarks may vary by industry or offer, but these are solid general standards.

Great (what excellent performance looks like): >50%

Normal (acceptable, but room for improvement): 25%–50%

Bad 🚩: < 25%

I

ID

A unique identifier automatically generated to distinguish a specific record, entry, or event within the system.

A direct Instagram link that opens the lead's private messages, providing instant access to their direct messages.

Income

The amount of income that a specific client has earned as a direct result of participating in the program.

Invoices

The list of all invoices that have been issued to a specific client.

J

Joined Date

The specific date the customer joined the program.

L

Last Payment Date

The most recent date when the client made a payment.

(%) LM to Offer

The percentage of leads who, after receiving a lead magnet, accepted an offer. It measures how effectively your lead magnet is converting interest into deeper funnel engagement.

How can you determine if this metric is healthy?

⚠️ This ratio depends heavily on the industry, offer type, and other factors. The best approach is to collect your data and focus on improving based on your baseline metrics.

M

Method

Payment method used by each client (e.g., Stripe, PayPal, Crypto, etc).

Methods

Payment methods used by each client (e.g., Stripe, PayPal, Crypto, etc.). It also shows cases where a Client used multiple payment methods.

(%) Male

The percentage of your customer base that is male.

O

Offer

The specific product or service the customer bought.

Offers

The specific product or service the customer bought. Shows if more than one offer was presented to a customer.

Onboarding Avg Days

The average number of days it takes a client to complete the onboarding process once it is closed.

Onboarding Date

The specific date the client started the onboarding process.

Onboarding Days

The total number of days it takes for a client to complete the onboarding process is measured.

Optin_all

A list of all the sources through which the lead opted in.

Optin_date

The date when the lead opted in.

Optin_first

The first channel through which the lead opted in.

Optin_last

The last channel through which the lead opted in.

Optin Sources

The various channels through which a lead submits their information and enters the funnel.

Optin/Close Days

The number of days between the lead opting in and the sale being closed.

(%) Offer to Backend

Percentage of all customers who were presented with an offer to join the Backend and ended up joining.

(%) Offer to Upsell

Percentage of all customers who were presented with an offer to buy an Upsell and ended up buying.

(%) Onboarding

The percentage of customers who have successfully completed the Onboarding process.

P

Payment IDs

Unique identifiers for each Payment made by the customer.

Payment Type

Type of payment made by the client (e.g., one-time payment or recurring subscription). It also identifies clients who may have a mix of both types.

Pending Payments

Pending Payments of the customer.

Phone_wa

The lead's WhatsApp number, along with a direct link to start a conversation with them.

(%) PIF

Percentage of clients who paid in full (PIF) at the time of purchase.

R

Receipts

All the payment Receipts related to a customer.

S

Sales_call IDs

Unique identifiers for each Sales call the customer had.

Set_sources

Who or what generated the appointment that led to the call (e.g., ad, affiliate, setter, cold caller, VSL)? Unlike 'Set_source', 'Set_sources' displays all sources and identifies cases where a lead is associated with multiple sources.

Setters

Setters who booked the call with the lead. Unlike 'Setter', this one shows all setters and identifies cases where a lead is associated with more than one setter.

Status

Represents the various statuses of all the calls the customer has encountered throughout their journey.

Statuses

Current payment status of each client (e.g., Approved, Refunded). It also identifies cases where a client has multiple statuses, such as both "Approved" and "Refunded".

Success?

A Customer call is considered successful if its intended objective was fully achieved. This means:

  • If the goal was onboarding, did it occur, or is another session required?

  • If it were a coaching session, was it effectively delivered?

(%) Spain

The percentage of your total customer base that resides in Spain.

T

Testimony

Testimony submitted by a customer.

Total Contracted Revenue

The total amount of revenue that has been contractually agreed upon with clients.

Total Days

Total number of days the person has been a customer.

Total Discounts

The total monetary value granted to clients through discounts.

Total Extra Fees

Total monetary value spent on Extra Fees.

Total Gross Revenue

The total amount of money actually collected from the client, before any deductions.

Total Net Revenue

Gross revenue minus processing and extra fees is the actual revenue retained.

Total Processing Fees

Total monetary value spent on processing fees.

Total Refunds

Total monetary value processed in refunds.

Tracking_IDs

Unique identifiers for each transaction.

Triagers

Triagers of the customer. Also shows if there are customers with more than one triager linked.

Types

Type of payment used by the client (e.g., one-time payment or recurring subscription). It also identifies clients who may have a mix of both types.

(%) Testimony

Percentage of your customer base that has submitted a Testimony

U

UTM_campaign

The name of the campaign that generated the lead. If the lead came from an ad, this shows which campaign it was from. It identifies the exact campaign.

UTM_content

The variant of content used (e.g., a specific ad, button, or version of the copy). Useful for A/B testing.

UTM_medium

Specific medium within the source that generated the lead (e.g., Instagram DMs, Instagram Ads, paid ads, YouTube video, YouTube ad).

UTM_source

The primary traffic source (e.g., organic, Instagram, Facebook, YouTube). It indicates the platform or network from which the lead originated.

UTM_term

We use it to identify the sales representative who interacted with the lead at any point in the process.

(%) Upsell to Backend

Percentage of people who bought and Upsell that later ended up joining the Backend.

(%) USA

The percentage of your total customer base that resides in the USA.

V

VAT

Value Added Tax.

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