Customer 360

Sales teams lose deals when they lack context. When a rep enters a call without knowing the full history of interactions, open support tickets, recent product usage changes, or internal champion dynamics, they operate at a disadvantage. SalesOS Customer 360 solves this by aggregating every data point about a customer -- across contacts, accounts, deals, communications, and integrations -- into a single unified profile view that provides complete context in seconds.

What Customer 360 Is

Customer 360 is a consolidated profile view that brings together all information SalesOS holds about a customer entity. Rather than navigating between separate contact records, account pages, deal views, and activity logs, Customer 360 presents everything on one screen with intelligent organization and AI-generated insights.

The view is available for both accounts (company-level) and contacts (individual-level), with the account-level view being the most comprehensive since it aggregates data from all associated contacts, deals, and activities.

Customer 360 is read-oriented -- it does not replace the individual record editors but serves as the primary interface for understanding a customer's complete relationship with your organization before taking action.

Accessing Customer 360

There are multiple paths to reach a Customer 360 view:

• From account or contact detail pages -- Click the 360 View button in the top-right corner of any account or contact page.
• From deal records -- Click the account name on any deal to open the account's 360 view.
• From the global search -- Search for any account or contact and select Open 360 from the result actions.
• From activity records -- Click the related account or contact on any activity, email, or call log to open their 360 view.
• From the sidebar -- Navigate to Accounts or Contacts, then click the 360 icon next to any record in the list view.

The 360 view opens as a full-page layout, replacing the standard detail page with the enriched unified view.

Profile Layout

The Customer 360 page is organized into distinct sections designed for rapid comprehension. The layout adapts between account-level and contact-level views.

Header Section

The header spans the full width of the page and contains:

• Entity name and logo -- Company logo (auto-fetched from the domain) for accounts, or avatar and name for contacts.
• Key identifiers -- Industry, company size, location for accounts; title, company, and email for contacts.
• Health score badge -- A color-coded score indicating overall relationship health (covered in detail below).
• Quick action buttons -- Log Activity, Send Email, Schedule Meeting, Create Task, and Edit Record.
• Tags and segments -- Any tags, lists, or segments the entity belongs to.
• Last activity timestamp -- When the most recent interaction occurred, with a relative time indicator (e.g., "3 days ago").

Main Content Area

Below the header, the page splits into a primary content column (occupying roughly two-thirds of the width) and a sidebar panel (one-third).

The primary column contains the activity timeline and related records sections. The sidebar contains summary panels, metrics, and AI insights.

Timeline Tab

The activity timeline is the centerpiece of the primary content area. It shows a reverse-chronological feed of every interaction and event related to this customer.

Related Records Tab

A tabbed interface below or alongside the timeline that provides access to associated deals, contacts (for account-level views), quotes, orders, invoices, and support tickets.

Sidebar Panels

The right sidebar contains compact panels showing:

• Health score breakdown
• AI-generated account summary
• Key contacts and their roles
• Relationship hierarchy
• Integration data highlights
• Upcoming scheduled activities

Activity Timeline

The timeline aggregates all interactions into a single chronological stream, giving you immediate context about the recent history and trajectory of the relationship.

Event Types in the Timeline

Timeline Filtering

The timeline can contain hundreds of entries for long-standing relationships. Use the filter controls to focus on what matters:

• Event type filter -- Show only emails, only calls, only deal events, etc.
• Date range -- Narrow to a specific time period.
• Person filter -- Show only activities involving a specific contact or team member.
• Search -- Full-text search across timeline entry content, notes, and subjects.

Timeline Grouping

Toggle between two display modes:

• Chronological -- Pure reverse-chronological order (default).
• Grouped by type -- Activities grouped under headings (Communications, Deals, Tasks) with the most recent in each group shown first.

Expanding Timeline Entries

Click any timeline entry to expand it and see full details: email body, call transcription summary, meeting notes, deal change details, or task description. Expanded entries include links to navigate directly to the full record.

Related Deals and Opportunities

The deals section provides a comprehensive view of all revenue activity associated with the customer.

Active Deals

A card-based display showing each open opportunity:

• Deal name and current stage (with visual pipeline indicator).
• Deal value and close date.
• Probability and weighted value.
• Owner (the assigned rep).
• Days in stage -- How long the deal has been at its current stage, with a warning indicator if it exceeds the average.
• Next step -- The most recent next-step note.

Deal History

Below active deals, a table shows closed deals (won and lost):

Deal Metrics

A summary bar shows aggregate deal statistics:

• Total lifetime value -- Sum of all closed-won deals.
• Active pipeline -- Total value of open deals.
• Win rate -- Percentage of deals won vs total closed.
• Average deal size -- Mean value of closed-won deals.
• Average sales cycle -- Mean days from creation to close.

Communication History

The communication section consolidates all channels into one view, eliminating the need to check email, call logs, and meeting notes separately.

Email Thread View

Emails are grouped by thread (conversation), showing the subject line, participants, message count, and most recent message date. Click a thread to expand and read the full conversation in context. Attachments are listed with download links.

Call History

A chronological list of all calls with:

• Date and time
• Duration
• Direction (inbound/outbound)
• Participants
• Call disposition (connected, voicemail, no answer)
• Summary notes (manually entered or AI-transcribed)
• Link to full recording (if call recording is enabled)

Meeting History

All past and upcoming meetings showing:

• Date, time, and duration
• Attendees (internal and external)
• Meeting type (discovery, demo, negotiation, review)
• Agenda and notes
• Outcome (if logged)
• Associated deal (if linked)

Channel Distribution

A small visualization shows the communication mix over time -- what percentage of interactions were email vs call vs meeting. This helps identify if the relationship is becoming too reliant on one channel or if high-touch engagement is declining.

Health Score and Engagement Metrics

Customer 360 displays a real-time health score that synthesizes multiple engagement signals into a single indicator of relationship strength.

Health Score Components

The score (0-100) is calculated from:

Score Thresholds

• 80-100 (Green) -- Healthy relationship with strong engagement.
• 60-79 (Yellow) -- Moderate engagement; some signals warrant attention.
• 40-59 (Orange) -- At risk; engagement is declining or key signals are negative.
• 0-39 (Red) -- Critical; relationship needs immediate intervention.

Engagement Trends

A sparkline chart shows health score trajectory over the past 90 days, making it easy to spot whether the relationship is improving, stable, or deteriorating. Hover over the chart to see the score at any specific date.

Alert Indicators

When specific health signals cross thresholds, alert badges appear next to the score:

• No contact in 14+ days -- Engagement gap warning.
• Deal stalled -- An active deal has not progressed in more than its average stage duration.
• Champion departed -- A key contact's job title or company has changed (detected via enrichment).
• Sentiment declining -- AI has detected increasingly negative sentiment across recent communications.

Account Insights

The AI-generated insights panel in the sidebar provides synthesized intelligence that would take a human significant time to compile manually.

AI Account Summary

A 2-3 paragraph natural language summary covering:

• The nature and history of the relationship.
• Current state of open opportunities.
• Key risks and opportunities identified from recent activity.
• Recommended next actions.

The summary refreshes automatically when significant new activity occurs (deal stage change, new communication after a gap, or health score change).

Conversation Highlights

AI extracts notable moments from recent communications:

• Objections raised by the customer.
• Commitments made (by either side).
• Questions asked that remain unanswered.
• Positive signals (budget confirmation, timeline urgency, executive engagement).

Competitor Mentions

If competitors are mentioned in emails, call transcripts, or meeting notes, the insights panel surfaces them with context, helping you understand the competitive landscape for this account.

Relationship Hierarchy

For complex accounts with multiple contacts, the relationship hierarchy visualizes how your team is connected to the customer's organization.

Org Chart View

A visual tree showing the customer's organizational structure (as known from your contact data and enrichment). Each node shows:

• Contact name and title
• Their role in the buying process (Champion, Decision Maker, Economic Buyer, Influencer, Blocker, End User)
• Last interaction date and channel
• Engagement score (individual-level)

Relationship Mapping

Lines between your team members and customer contacts indicate who has interacted with whom. Thicker lines indicate more frequent interaction. This makes it easy to identify:

• Single-threaded risk -- Only one rep is connected to one contact.
• Coverage gaps -- Senior decision makers with no recent engagement.
• Influence paths -- How to reach a decision maker through an engaged champion.

Stakeholder Coverage Table

A tabular alternative to the visual map:

Red-highlighted rows indicate stakeholders with low engagement scores who hold critical buying roles.

Integration Data in the Profile

Customer 360 incorporates data from your connected integrations, presenting external system information alongside native CRM data.

Support and Helpdesk

If a helpdesk integration is connected (Zendesk, Intercom, Freshdesk), the profile shows:

• Open tickets -- Count and severity of unresolved support issues.
• Recent tickets -- Last 5 support interactions with subject and status.
• CSAT score -- Customer satisfaction rating from support interactions.
• Escalation history -- Any escalated tickets in the past 90 days.

Product Usage

If product analytics are connected (Segment, Mixpanel, Amplitude, Pendo), the profile shows:

• Usage trend -- Weekly/monthly active users within the customer's account.
• Feature adoption -- Which features are being used and which are not.
• Usage alerts -- Declining usage or features abandoned after initial adoption.

Marketing Engagement

If marketing automation is connected (HubSpot Marketing, Marketo, Mailchimp), the profile shows:

• Campaign interactions -- Recent email opens, clicks, and event registrations.
• Content engagement -- Whitepapers downloaded, webinars attended.
• Lead score -- Marketing qualification score if applicable.

Financial Data

If billing or accounting integrations are connected (Stripe, QuickBooks, Xero):

• Payment status -- Current invoices and payment status.
• Revenue history -- Monthly/annual revenue from this customer over time.
• Subscription details -- Plan, renewal date, and expansion/contraction indicators.

Best Practices

• Make Customer 360 your pre-call ritual. Before every customer interaction, spend 60 seconds on the 360 view. Check the health score, read the AI summary, scan recent timeline entries, and note any open support tickets. This minimal investment dramatically improves conversation quality and prevents embarrassing gaps in context.

• Use the stakeholder map to identify risk. Single-threaded deals fail when the single contact leaves or becomes unavailable. Review the relationship hierarchy monthly for your top accounts and create action plans to engage additional stakeholders where coverage is thin.

• Act on health score alerts immediately. When a health score drops from green to yellow, it is much easier to course-correct than when it drops to red. Treat yellow-threshold crossings as triggers for outreach, even if it is just a brief check-in email.

• Share the 360 view during internal handoffs. When a deal changes ownership (new rep, SDR-to-AE handoff, or account manager transition), walk through the Customer 360 together. The activity timeline and AI summary capture institutional knowledge that would otherwise be lost.

• Cross-reference support data before expansion conversations. Never propose an upsell or expansion when the customer has open critical support tickets. The integration data in Customer 360 makes this immediately visible and prevents tone-deaf outreach.

• Review the communication channel mix quarterly. For strategic accounts, ensure you are not over-relying on email. The channel distribution visualization highlights when relationships need a call or in-person meeting to deepen engagement.

• Use competitor mentions proactively. When the insights panel surfaces competitor mentions, treat them as buying signals. The customer is actively evaluating alternatives, which means the deal is at risk or there is an opportunity to differentiate. Either way, action is required.

• Leverage the timeline search before meetings. If a customer references a past conversation or commitment, use timeline search to find the exact interaction. Being able to say "Yes, on March 12th we discussed X and agreed to Y" builds credibility and trust.

• Keep contact roles current. The value of the relationship hierarchy depends on accurate role assignments. When you learn that a contact has been promoted, has changed roles, or has left the company, update their record immediately so the 360 view reflects the current reality for everyone on your team.