How to find your best and at-risk customers.
Lifetime value shows who has spent the most. RFM shows who is still active and who is slipping away, so you know who to thank and who to win back.
- Who it is for
- Owners and marketing staff
- Plan
- Advance and Team
Find customers who are slipping away
- Open Reports and choose RFM.
- Set From and To.
- Read the RFM scatter: each point is a customer, placed by recency and frequency, sized by how much they spend.
- Scroll to Customer details and sort by Segment: Champions, Loyal, New, At risk and Lost.
- Reach out to At risk customers before they become Lost.
Rank customers by lifetime value
- Open Reports and choose LTV.
- Pick the Since date.
- Read Average LTV, Median LTV and Top 10% LTV, then the Top customers list with Total spent, First order and Last order.
What your customers see
- Nothing directly. Use the lists to plan rewards or win-back messages.
Common problems
- Why are these cards locked?
- RFM and LTV come with plans that include advanced analytics. Upgrade under Settings > Billing & plan.
- Few customers show up.
- Only sales with a customer picked at checkout count. Attach the customer on the POS to grow these reports.
Related guides
More in Reports and insights, or start with the getting started guide. Still stuck? Contact us.