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Merchant Console
Customers•Popular•Intermediate

Customer 360 Profiles, CRM Segmentation & Lifetime Value

Build persistent customer relationship records, track Lifetime Value (LTV), segment high-value shoppers, and view historical omnichannel conversations across Instagram, WhatsApp, and Web.

6 min read•Updated 2026-09-19
In This Guide
  • Consolidate customer data across web storefront checkouts, WhatsApp chats, and Instagram DMs into a single unified record.
  • Track customer financial metrics automatically: Total Orders, Cumulative Spend (LTV), Average Order Value (AOV), and Last Active date.
  • Apply custom tags and internal merchant notes to document bespoke requests, tailoring sizes, or special delivery instructions.
  • Protect your delivery budget by tagging High Return Risk shoppers for upfront verification before dispatching Cash on Delivery parcels.
Prerequisites

Before configuring this feature, confirm that your store meets the following requirements:

Active Storefront or Social Channel:A running Conversora store receiving visitor inquiries or completed checkout orders.
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Customers CRM console showing unified shopper directory, lifetime value metrics, acquisition channels, and order counts.
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Customers CRM console showing unified shopper directory, lifetime value metrics, acquisition channels, and order counts.

Customer 360 View
Consolidated profile linking phone, email, address, and social handles.
LTV & AOV Tracking
Real-time cumulative spend calculation and average basket size metrics.
Automated Segmentation
Smart tags identifying VIP, First-Time, At-Risk, and High Return Risk shoppers.

1. The Single Customer View & Financial Telemetry

Open Customers to review the records available to your store. A profile may show contact details, orders, and related conversations when that information has been recorded and linked.

2. Strategic Customer Segmentation

Use customer tags and order history to organize follow-up work. Set segment rules based on your own data and policies. Do not assume a label proves a customer's intent or ability to pay, and avoid using it as the sole basis for refusing service.

3. Adding Internal Notes and Customer Tags

Use customer notes only for appropriate store work. Check who can view them and follow your privacy process; do not record sensitive information unnecessarily.

1

Open Customer Profile

From the Customers directory, click on the target shopper's row.

Path:Admin Sidebar → Customers → Select Customer
2

Add Strategic Tag

In the Tags section, type a keyword (such as 'Wholesale Buyer', 'Prefers Cotton', or 'Requires Call Before Delivery') and press Enter.

Path:Customer Drawer → Tags Input → Add Tag
3

Save Internal Note

Type your observation in the Merchant Notes box and click 'Save Note'. The note is time-stamped with your staff name.

Path:Customer Drawer → Merchant Notes → Save
Pro Tip

Add relevant customer preferences only when they have been provided and your team has a clear reason to use them.

Practical Business Scenarios

How leading merchants implement this functionality in daily operations:

Mitigating Cash on Delivery Return Fraud
Situation: A shopper repeatedly places high-value COD orders but cancels when the courier arrives at their doorstep, causing shipping loss.
Best practice: Tag the customer as 'Return Risk'. When they place an order, contact them to request advance payment of the courier fee via bKash before dispatch.
VIP Concierge Shopping
Situation: A high-net-worth customer with over 25,000 BDT in purchases asks for an item currently out of stock.
Best practice: Inspect their profile, confirm their VIP status, and place a priority back-order with the manufacturing team while applying an exclusive VIP discount.

Troubleshooting & Common Issues

Diagnose and resolve frequent failure points quickly:

Problem: A customer placed two orders with different phone numbers and appears twice
Why this occurs: Customer used their personal mobile for one order and an office number for another, resulting in two separate records.
Resolution: Open the primary customer profile, add the secondary phone number to their alternate contact fields, and tag the secondary record as merged.
Problem: Customer's Lifetime Value (LTV) seems lower than actual payments
Why this occurs: LTV only tallies orders in CONFIRMED or DELIVERED status; cancelled or pending draft checkouts are excluded.
Resolution: Verify that all fulfilled orders have been transitioned to CONFIRMED, SHIPPED, or DELIVERED in your Orders workspace.

Frequently Asked Questions

Can I export my customer list to CSV for email marketing?

Yes. In the Customers directory, click 'Export CSV' to download a complete spreadsheet with names, emails, phone numbers, total spend, and tags.

Does the AI assistant see customer notes?

Aura Bot references customer tags and historical order preferences when generating personalized chat responses in the inbox.