CRM

The Customer Relationship Management module provides a revenue-focused view of your customer base. It aggregates billing data, tracks customer lifecycle stages, manages leads, and provides analytics to help you grow your hosting business.

Accessing the CRM

Navigate to Admin > CRM from the sidebar. The CRM requires the billing module to be enabled, as it derives its data from billing records.

Revenue Dashboard

The CRM dashboard displays key financial metrics at a glance:

• MRR (Monthly Recurring Revenue) -- The sum of all active monthly-equivalent subscription revenue.
• ARR (Annual Recurring Revenue) -- MRR multiplied by 12.
• Revenue This Month -- Total revenue collected in the current calendar month from paid invoices.
• Revenue Last Month -- Same metric for the previous month, shown for comparison.
• Churn Rate -- The percentage of customers who cancelled services in the current period.
• Upcoming Renewals -- Count of services due for renewal in the next 30 days.

Below the summary cards, a Revenue Trend chart shows monthly revenue over the past 12 months.

Customer Segmentation

The CRM automatically segments your registered users based on their billing activity:

• High Value -- Customers with above-average lifetime value (LTV) and active services.
• Active -- Customers with at least one active service and recent payment activity.
• At Risk -- Customers whose services are overdue or approaching cancellation.
• Churned -- Customers who had active services in the past but have none currently.
• New -- Customers who registered within the last 30 days.
• Never Purchased -- Registered users who have not placed any orders.

Click any segment to view the filtered customer list. Each customer entry shows their email, username, MRR, LTV, total paid, credit balance, active services count, and last payment date.

Customer Details

Click a customer to view their full profile:

• Overview -- Contact information, role, registration date, last login.
• Billing Summary -- MRR, LTV, total paid, average invoice value, credit balance.
• Services -- List of active, suspended, and terminated services.
• Invoices -- Complete invoice history.
• Notes -- Admin-created notes attached to the customer. Notes can be pinned for visibility.
• Tags -- Color-coded tags for custom categorization (e.g., "VIP", "Partner", "Trial").

Lead Pipeline

Leads are potential customers who have not yet registered an account. The lead pipeline tracks them through stages:

1. New -- Lead has been added to the system.
2. Contacted -- Initial outreach has been made.
3. Qualified -- Lead has expressed interest or meets qualification criteria.
4. Converted -- Lead has registered an account and becomes a customer.
5. Lost -- Lead did not convert.

To create a lead, navigate to Admin > CRM > Leads and click Add Lead. Enter the lead's email, name, company, phone, and source.

When a lead registers for an account, they can be converted to a customer. The conversion links the lead record to the new user account and preserves the lead's history.

Analytics

The analytics section provides deeper insight into revenue composition:

• Revenue by Product -- Breakdown of MRR and total revenue per product.
• Revenue by Billing Cycle -- Distribution across monthly, quarterly, semi-annual, annual, and biennial cycles.
• Revenue by Payment Method -- Split between Stripe, PayPal, and credits.
• Churn Analysis -- Monthly churn rates with trend visualization.
• Top Products -- Products ranked by revenue and customer count.

Customer Intake Forms

Intake forms collect information from customers during registration or checkout. Configure intake questions under Admin > Settings > Intake. Common use cases include asking "How did you hear about us?" to track marketing effectiveness.

Referral sources can be configured as predefined options or free-text fields, and can be scoped to either the registration flow or the purchase flow.

Referral Tracking

When referral tracking is enabled, customer responses to intake questions are recorded and visible on their CRM profile. Use the Admin > CRM > Analytics view to see aggregated referral source data and identify your most effective acquisition channels.