Using RevLogic
Customer statuses and key accounts
How RevLogic flags key accounts, growing and shrinking customers, and winback — how to set your own key-account thresholds, mark accounts by hand, and tag statuses in Shopify for segments and email.
Not every customer should be worked the same way. RevLogic gives each account a set of statuses so your team can tell at a glance who they’re about to call.
There are four:
- Key account — one of your most important customers.
- Growing — their spend is clearly up.
- Shrinking — their spend is clearly down.
- Winback — they’ve drifted far enough past their reorder date to come off the call list. See Churn risk and winback.
They are independent flags, not a ladder. A customer can be a key account and growing. A key account can be in winback — which is exactly the account you want somebody phoning rather than emailing.
Key accounts
A customer is a key account if they meet any one of three rules. They don’t have to meet all three, and that’s deliberate: a hospitality supplier’s best customers reorder every fortnight, while a manufacturer might order three times a year and spend far more doing it. One yardstick can’t catch both.
| Rule | What it catches | Default |
|---|---|---|
| Orders in the last 90 days | Accounts ordering at a high rate right now | 5 or more |
| Orders in the last 12 months | Accounts that order steadily all year, even if they’re quiet this quarter | 10 or more |
| Total spend | Accounts that order rarely but spend heavily when they do | 5,000 or more |
You set all three in Settings → Key accounts, in your store’s own currency. Pick the numbers that match your business — the defaults are a starting point, not a recommendation.
Both order-count rules use a rolling window, so status keeps up with the calendar on its own. A customer who placed five orders in the spring and none since stops being a key account when those orders age out of the 90-day window, without you doing anything.
Total spend: lifetime or the last 12 months
The spend rule can be measured two ways:
- Lifetime (the default) uses the total on the customer’s own Shopify record. It counts everything they have ever spent with you, including orders from before your Order History Lookback window — which matters if your best accounts had their biggest years a while ago.
- The last 12 months uses the orders RevLogic has synced. This option is only available when your Order History Lookback covers at least 12 months; below that it’s locked, because RevLogic can’t honestly measure a year it hasn’t synced.
If your lookback is under 12 months
The orders in the last 12 months rule needs a year of order history to be truthful, so on a shorter lookback it is switched off rather than scaled down. Scaling it down would quietly turn it into a different rule than the one you set. The other two rules work at any lookback.
To use it, raise Settings → Order History Lookback to 12 months or more and re-sync.
Marking key accounts by hand
Rules don’t know everything. If you know an account is important — a new customer you’ve just signed, a name your team recognises from a spreadsheet — open their card on the Dashboard and choose Mark as key account.
A manual mark is sticky and always wins. The customer stays a key account whatever the numbers say, and it never expires. Choose Unmark key account to hand them back to the rules; if they qualify on the numbers anyway, they simply stay a key account for that reason instead.
There’s no way to force a customer out of key-account status while they still meet a rule. If you find yourself wanting that, the thresholds in Settings are probably set too low.
Where key accounts show up
- Dashboard — a KEY flag on the call-list row, so a rep sees it before they dial, and a Key accounts filter to work only those.
- Customers — a Status column, and a Key accounts button that lists every key account in the store, ranked by lifetime revenue.
- Winback — a Key badge on the row.
- The customer card and the quote screen — a Key account badge alongside the risk badge.
Growing and shrinking
Growing and Shrinking come from the customer’s own spending history: RevLogic compares the recent half of their months against the earlier half. A customer is Growing when recent spend is clearly higher, Shrinking when it’s clearly lower.
Small movements don’t get a status. There’s a deliberate margin either side of “flat” so an account hovering around the line doesn’t gain and lose a badge every week — if you see one of these, the change is real.
A customer with only a few months of history won’t have either status yet. There isn’t enough to compare.
Tagging statuses in Shopify
Your statuses live inside RevLogic. If you also want them in your Shopify admin — in segments, in Shopify Flow, or in an email platform like Klaviyo — RevLogic can keep a tag on the customer record for you.
Open Settings → Status tags in Shopify. Each tag has its own switch and each is off until you turn it on, because a customer tag is loud: it moves segments and fires whatever automations you have running on tags.
| Status | Tag |
|---|---|
| Key account | RevLogic Key Account |
| Growing | RevLogic Growing |
| Shrinking | RevLogic Shrinking |
| Winback | RevLogic Winback |
RevLogic keeps each tag in step on its own — added when a customer takes on the status, removed when they lose it. You never apply or clear one by hand. And RevLogic only ever removes the tag it added: if a member of your team applies the same tag themselves, it’s left alone.
The segment worth saving
In Shopify, create a customer segment using one line:
customer_tags CONTAINS 'RevLogic Key Account'Save it as a named view and it stays current on its own. The same tag is what an email platform reads — Shopify customer tags sync into most of them as a segmentable field.
Keeping marketing off your key accounts
This is the reason most teams turn the key-account tag on. Add the tag as an exclusion on your marketing flows and campaigns, so automated email skips your most important customers and a salesperson calls them instead. Nothing is more expensive than a generic win-back email landing on an account your rep is mid-conversation with.
How quickly tags update
- A customer who places an order is rebuilt within a few minutes, so a status they gain or lose from that order reaches the tag quickly.
- A key account you mark by hand is rebuilt the same way, so the tag follows the mark within a few minutes. Same when you clear a mark.
- A status that changes with the calendar — orders ageing out of the 90-day window, an account drifting into winback — is picked up by a nightly check, so it lands by the next day.
The first time you switch a tag on, RevLogic tags everyone who currently qualifies in one background pass. On a large store that takes a few minutes; the confirmation dialog tells you roughly how many customers that is before you commit.
Before you turn one on
These tags are visible to everything in your store that watches customer tags. If you have Shopify Flow automations, an email platform, or any app that triggers on tags, they will fire for every customer tagged in that first pass. Check what you have running on customer tags first.
Turning one off, and uninstalling
Turning a tag off removes it from every customer RevLogic put it on, in a background pass. Any segment built on it stops matching. That’s deliberate — a leftover status tag on a customer who no longer holds that status would be actively wrong, and would keep firing your automations while it was.
Uninstalling RevLogic is different. Once the app is removed, Shopify revokes its access immediately, so RevLogic can’t clean up and the tags stay exactly as they were. If you plan to uninstall and don’t want them left behind, switch the tags off first and give it a few minutes.
Next steps
- Churn risk and winback covers the winback status and its list.
- The call list and sort modes covers working the call list day to day.
- What RevLogic can access lists everything RevLogic reads and writes in your store.