Why the Know My Customer Report Helps You Grow the Right Customer Relationships

Knowing who your customers are is not enough — you need to understand how they behave, what they spend, and how they move through your sales process. The Know My Customer Report in Thryv Reporting Center™ tracks how new customers flow through your business from their first interaction to receiving estimates, paying invoices, and completing appointments. This visibility helps you identify your most profitable customer segments, understand where new customers are coming from, and refine your marketing and communication strategies to focus on what actually drives results.

This article covers what the Know My Customer Report measures, how to make sure the report reflects complete and accurate data, what insights the report provides, and what actions you can take directly from the report.

How to Make Sure Your Know My Customer Report Reflects Complete Data

The Know My Customer Report is most valuable when your customers are properly segmented. To get the most detailed and actionable data from the report, make sure you are using client statuses to segment your customers in Thryv Business Center™. Segmenting customers by status allows the report to break down spending, booking patterns, and engagement by customer type, giving you a clearer picture of which segments are most valuable to your business.

The screenshot below shows the client status selection options inside Thryv Business Center™. Client statuses are assigned on individual client records and are used by the Know My Customer Report to segment and group customers for analysis. The status options shown include categories such as lead, active client, and past client.

What the Know My Customer Report Shows You

The Know My Customer Report provides the following insights about your customer base:

• Which customer segments spend the most money with your business, helping you identify where to focus your retention and upsell efforts.

• Where your new customers are coming from, so you can double down on the marketing channels and referral sources that are generating the most valuable leads.

• Which staff members your customers book with most frequently, giving you visibility into individual staff performance and customer preferences.

• How much information your team is capturing about each customer, measured through the client card completion metric.

The screenshot below shows the Know My Customer Report inside Thryv Reporting Center™. The report displays metrics for new customer volume, customer source breakdown, staff booking distribution, and client card completion rate for the selected date range.

Actions You Can Take Directly from the Know My Customer Report

The Know My Customer Report gives you the data you need to take specific actions that improve your business. Based on the metrics in the report, you can take the following actions:

• Improve client data collection — The client card completion metric shows how much information your staff is capturing when adding new clients and how completely clients are filling out your intake forms. If the client card completion rate is low, consider making more fields required on your intake forms so your team gathers richer customer data that can be used to serve clients better.

• Rebalance staff workloads — If the report shows that certain staff members are carrying a disproportionate share of bookings, use the reassign appointments to a staff member feature to distribute the workload more evenly across your team.

• Re-engage lower-spending customer segments — If a specific customer segment appears to spend less than others, target that segment with a relevant announcement to increase their engagement and drive additional revenue from customers who are already in your CRM.

The screenshot below shows the Know My Customer Report with the full metrics overview, including the client card completion rate and customer segment breakdown. These metrics are the starting point for each of the actions described above.

The screenshot below shows the full Know My Customer Report dashboard inside Thryv Reporting Center™. The dashboard displays all report metrics in a single view, including new customer volume, source breakdown, staff booking totals, and client card completion rate for the selected reporting period.

Frequently Asked Questions

What does this article cover?

This article covers the Know My Customer Report in Thryv Reporting Center™, including what the report measures, how to ensure your customer data is segmented correctly using client statuses, what insights the report provides, and what actions you can take based on the report data. This article does not cover how to access Thryv Reporting Center™ or how to run other pre-built reports. For an overview of all available reports, see [link to Thryv Reporting Center overview article].

Why do I need to use client statuses for this report to be effective?

Client statuses allow the Know My Customer Report to segment your customers into meaningful groups so you can compare spending, booking patterns, and engagement across different customer types. Without client statuses applied to your contact records, the report will display aggregate data without the segmentation needed to identify which customer groups are most valuable or which segments need more attention.

What is the client card completion metric and why does it matter?

The client card completion metric measures how completely your staff and clients are filling out contact records and intake forms in Thryv Business Center™. A high client card completion rate means your team is capturing rich customer data that can be used to personalize communication and improve service. A low rate indicates that important fields are being left blank, which limits your ability to understand and serve your customers effectively. If your client card completion rate is low, consider making more fields required on your intake forms.

How do I send an announcement to a specific customer segment?

If the Know My Customer Report shows that a specific customer segment is spending less than others, you can target that segment with a relevant message. For step-by-step instructions on creating and sending a targeted announcement, see how to send an announcement to your customers.