Viewing the Constituent Summary Paige Freeman June 13, 2023 20:38 Updated Viewing the Constituent Summary Click here to see this page in full context Home > Customer Relationship Management (CRM) > Working with Customers > Customer Summary > Overview Viewing the Customer Summary Upon opening a customer record, you are brought to the Customer Summary screen. From this screen, you can view primary contact information, an overview of balance and payment information, and membership and committee participation, as well as the customer's latest contact tracking and order information. You must belong to a security group with at least VIEW permission to the CRM360.Summary application in order to view this screen. For more information, please see Customers Security. This screen is broken down into the following sections: Profile Progress Bar Header Family Members Membership Unit Financials Involvement Latest Interactions Additionally, from this screen, you can also add a new family member, create a new contact tracking record, create a new order, make the customer a member, or pay open balances for the customer using the Actions drop-down. Profile Progress Bar Upon entering a customer record, the first item that will display at the top of the screen is the profile progress bar. This progress bar allows staff to see what important information may be missing from the customer's profile. After creating a new customer record, the progress bar will display as shown below: The progress bar displays completion points for five different profile sections: Name and Address Contact Info Emergency Contact Demographics Relationships Clicking on the empty white circle or the checkmark above each completion point will bring you to the corresponding profile section that needs to be completed for each point. Name and Address is automatically completed upon customer creation, as it requires the name and primary address of the customer. Contact Info requires a primary contact method to be added for the customer. Emergency Contact requires an emergency contact to be added for the customer. Demographics requires a birth date to be added for the customer. Relationships requires a relationship to be added for the customer. As each point is completed, the Profile Complete percentage will update accordingly. Once all points have been completed, the progress bar section will collapse. You can view the completed progress bar by clicking the arrow next to the Profile Complete label. Header From the Customer Summary header (shown below), you can navigate to different areas of the customer's record by clicking the available hyperlinks: For individual customers, if a current, primary employment relationship has been defined for the customer, a link to the company's record will display. Clicking the hyperlinked company name will open the company record in a new tab. For company customers, if a current, primary contact relationship has been defined for the customer, a link to the company's primary contact will display. Clicking the hyperlinked primary contact name will open the customer record in a new tab. If a default bill-to person has been defined for the customer, the customer's name will display as a link. Clicking this link will open the customer record in a new tab. If a default bill-to has NOT been defined yet, the pencil icon will display. Clicking the pencil icon and selecting Choose Bill-To will open the Default Bill-To Customer search screen. Clicking the number of Relationships link will open the Relationships screen from the Relationships tab. If web credentials have been defined for the customer, the customer's username will display as a link. Clicking this link will open the Update SSO Login screen. If web credentials have NOT been defined yet, the Create Web Login link will display. Clicking this link will open the Create SSO Login screen. Clicking the All Addresses link will open the Addresses screen from the Profile Info tab. Clicking the Emergency Contact Info link will open the Emergency Contacts screen from the Profile Info tab. If defined, the customer's primary email address and primary web/social media record will display as links. Clicking the customer's primary email address will open a blank email in your default email window. Clicking the customer's primary website address will open the website in a new window Clicking the All Contact Info link will open the Contact Information screen from the Profile Info tab. Screen Element Description Customer Image If the CUS USE_CONSTITUENT_IMAGES application parameter is set to "Y", the customer's photo will display. If necessary, you can change the image. If an image has not been added, a generic avatar will display. Customer Name The label name and nickname of the customer. For more information, please see Viewing and Updating a Customer's Name Information. Customer ID The customer's identification number for the customer. This system-generated ID cannot be changed. Membership Status The customer's membership status will display if the customer has ever been a member. Possible membership statuses include Expired Member, Renewed Member, Current Member, etc. Customer Class The class for the customer. For more information on changing the customer's class, please see Viewing and Updating a Customer's Demographics. Gender The customer's gender. To edit and see more demographic information about the customer, please see Viewing and Updating a Customer's Demographics. Age The customer's age. To edit and see more demographic information about the customer, please see Viewing and Updating a Customer's Demographics. Relationships This link displays the number of current relationships defined for the customer. Click this link to open the Relationships screen. For more information, please see Viewing and Updating a Customer's Relationships. . Engagement Score The customer's YTD and past [n] years engagement score. Primary Contact For company customers, if a current, primary contact relationship has been defined for the customer, a link to the company's primary contact will display. Clicking the hyperlinked primary contact name will open the customer record in a new tab. Default Bill-To If the customer has a default bill-to person defined, they will display here. A default bill-to can also be added or edited by clicking the pencil icon. For more information on Default Bill-To, please see Viewing and Updating Default Bill-To. Web Login If web credentials have been defined for the customer, the customer's username will display as a link. Clicking this link will open the Update SSO Login screen. If web credentials have NOT been defined yet, the Create Web Login link will display. Clicking this link will open the Create SSO Login screen. Customer Address The primary address defined for the customer displays a concatenation of the address type code, formatted detail, and formatted address. For more information on managing customer addresses, please see Viewing and Updating a Customer's Addresses. A checkmark will display for good addresses (shown below) and an X will display for bad addresses. All Addresses Clicking the All Addresses link will open the Addresses screen from the Profile Info tab. For more information on managing customer addresses, please see Viewing and Updating a Customer's Addresses. Contact Information Only the primary contact information records of phone number, mobile phone number, email address, and web/social media address will display. All Contact Info Clicking the All Contact Info link will open the Contact Information screen from the Profile Info tab. For more information on managing customer contact information, please see Viewing and Updating a Customer's Contact Information. Family Members The Family Members section of the Customer Summary screen (shown below) displays the customer's relationships where the Relationship Type is equal to "Family" and the status is Active (end date in the future or no end date). The family relationships display in a paginated grid and are hyperlinked to the corresponding customer record. Membership Unit The Membership Unit section of the Customer Summary screen (shown below) displays customers that share membership with the current customer and are included on the active membership order. Customers display in a paginated grid and are hyperlinked to the corresponding customer record. The Family Member Status for these customers will also be set to Active on the Family Members screen in the back office. Financials The Financials section of the Customer Summary screen (shown below) displays quantitative and qualitative data that should be helpful to most users when they first pull up a customer record. The information displayed in the Financials section can be refreshed to display the most up-to-date data for the customer by clicking the Update button. This button runs the SQL job "ADD_CRM360_DATA" for a number of stored procedures. Screen Element Description Balance Due Displays the current, total invoiced, and proforma balances due for the customer: Current: The first number indicates the total balance due (as described below) minus Type 9 deferred payments. This value includes cancelled orders in which a balance is still due. The current balance due is updated by the usp_CustomerOverview_CurrentBalance stored procedure. Total Inv: The second number indicates the sum of Type 1, 2, 3, 4, 5, and 6 transaction types (receipt, voucher, transfer, sales, write-off, and adjustment) on active, invoiced order lines where the customer is the bill-to, regardless of the payor. This number does NOT include proforma orders (including renewals). The total balance due is updated by the usp_CustomerOverview_TotalBalance stored procedure. Proforma: The third number indicates the total balance due on proforma orders. The proforma balance due is updated by the usp_CustomerOverview_CurrentBalance stored procedure. Spending Displays the YTD (year-to-date) and Past [n]) Years of spending for the customer. The [n] number of years displayed are based on the CUS CRM360_OVERVIEW_YEARS application parameter. For fiscal year spending, the system sums Order_Detail.BASE_TOTAL_AMOUNT of active order lines where the customer is the ship-to on the order line and Order_Detail.FULFILL_STATUS_CODE is not D or S for all subsystem orders belonging to org unit of logged in user, except FND order lines, where Order_Detail. ORDER_DATE falls within the fiscal year as defined by the CUS CRM360_YTD_START_MONTH application parameter. All Orders Click this link to view a list of the customer's order on the Orders and Donations screen. For more information, please see Viewing a Customer's Orders and Donations. Involvement The Involvement section on the Customer Summary screen (shown below) displays a customer's current membership and committee involvement for the organization/organization unit of the logged in user. The emphasis of this section is on current involvement, but if a customer is not a member at present, historic data will be used to populate this area. This section does NOT include member benefit references or corporate memberships that are extended to subsidiaries. The Involvement section respects the setup of the CUS SHOW_MBRSHIP_CURRENT_ORGUNIT and SHOW_COMMITTEE_CURRENT_ORGUNIT application parameters. You can turn off the calculation of customers' involvement by setting the CUS CALCULATE_CRM360_INVOLVEMENT application parameter to "N". By default, this parameter is set to "Y". Screen Element Description Name (Since [n]) Displays the name of the membership record and the year since the customer became a member and displays the name of the committee record for the customer. Status Displays the status of the membership or committee record for the customer. "Active" displays in green text, "Grace" displays in yellow text, and "Expired" displays in red text. If the previous MBR order line was expired and the related renewed line is cancelled, then the involvement status will show the previous status of the original order line (e.g., 'Expired'). Begin Displays the begin date of the membership or committee record for the customer. End Displays the end date of the membership or committee record for the customer. For memberships, this is the last date that this membership is active. This date does not take into account the grace date. For committees, this is the End Date of the committee position. All Memberships Click this link to open the Memberships screen to view all of the customer's memberships. All Committees Click this link to open the Committees screen to view of the customer's committee involvement. Latest Interactions The Latest Interactions section of the Customer Summary screen (shown below) is a real-time snapshot of the five most recent interactions that the customer had with the organization, including orders and donations, contact tracking and activities, and receipts. Please note that the records displayed are based on the creation date, not the date in which the item was last updated. Contact Tracking Activities The Contact Tracking Activities tab in the Latest Interactions section displays a list of the last five contact tracking records in which this customer is the owner of the record, the person contacted, or pertains to. The first column displays the date in which the activity was created. The Contact Type displays in the second column. The third column displays the activity's Description. Clicking the arrow next to a record in the grid will open the record on the Contact Tracking tab to view additional details or edit the record. For more information, please see Viewing Customer Contact Tracking Records. Screen Element Description Contact Date Displays the date of contact for the contact tracking record. Contact Type Displays the contact type for the contact tracking record. Values are populated based on the non-fixed MRM "CALL_TYPE" system type. Details Displays the details of the contact tracking record. View All Click this link to open the Contact Tracking tab, where all contact tracking records for the customer can be viewed. Create New Click this button to create a new contact tracking record. Orders and Donations The Orders and Donations tab in the Latest Interactions section displays a list of the last five orders and donations in which this customer is the bill-to or ship-to. If more than five orders occurred on a particular day, click the View All link to open the Orders and Donations screen for the customer. Screen Element Description Order Line Date Displays the order date of the order line. Order Number / Line Number Displays the order and order line numbers of the order line. Description Displays the description of the order line. View All Click this link to open the Orders tab, where all orders for the customer can be viewed. Receipts The Receipts tab displays a list of the last five receipts in which this customer is the pay-to or bill-to. You can view the Receipt Report for each receipt by selecting the Receipt Report option in the contextual menu. Questions? Contact us at documentation@personifycorp.com © Personify, Inc. All Rights Reserved.