Client Management

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Overview

Client management is the heart of Stanna. Every client in your portfolio gets a detailed profile that tracks interactions, sentiment, revenue, and relationship health automatically.

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Client Portfolio Overview

Your main client list provides a comprehensive, sortable view of your entire portfolio. Instantly see health scores, sentiment indicators, MRR, last contact dates, and CSM assignments—all with smart filtering and visual status indicators.

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Portfolio Statistics

The header displays key metrics:

• Total active clients (excluding hidden clients)
• At-risk clients (health score ≤ 40 by default)
• Stale contacts (no interaction in 14+ days by default)
• Excluded clients (hidden from main metrics)

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Smart Filtering

Filter clients by category:

• Active Clients: All non-excluded clients (default view)
• At Risk: Clients with health scores below your risk threshold
• Stale: Clients with no recent contact (configurable days)
• Excluded: Clients hidden from main portfolio metrics

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Individual Client Profiles

Each client gets a dedicated profile page with detailed health tracking, interaction timeline, and stakeholder management.

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Client Profiles

Each client profile contains:

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Basic Information

• Company Name & Domain: Primary identifiers with favicon display
• MRR (Monthly Recurring Revenue): Current subscription value in CAD
• CSM Owner: Assigned customer success manager
• Exclusion Status: Whether client is excluded from portfolio metrics
• Tags: Custom categorization labels

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Health Metrics

• Sentiment Score: AI-powered relationship health (0-100) with color-coded badges
• Last Interaction: Most recent touchpoint with relative time display (e.g., “5d ago”)
• Renewal Date: Next contract milestone with formatted dates
• Score Attribution: Explanations for health score changes
• Historical Tracking: Score changes over time

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Adding Clients

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Client Health Scoring

Stanna automatically calculates a health score (0-100) based on:

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Health Score Ranges

• 🔴 0-40: At Risk - Immediate attention needed
• 🟡 41-70: Healthy - Monitor regularly
• 🟢 71-100: Thriving - Expansion opportunity

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Managing Client Data

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Editing Client Information

1. Click on any client name to open their profile
2. Click the Edit button in the top right
3. Update any field and click Save

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Client Exclusion

Exclude clients from portfolio metrics without deleting them:

1. Find the client in your client list
2. Look for the “Excluded” badge on excluded clients
3. Use the Excluded tab to view all excluded clients
4. Use the API endpoint POST /api/clients/:id/exclude to toggle exclusion status

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Search and Sorting

Advanced search and sort capabilities:

• Search: Type to search by client name or domain (use ⌘K keyboard shortcut)
• Sort by: Name, Health Score, Last Contact, MRR, Renewal Date
• Risk Threshold: Adjust what score is considered “at risk” (default ≤40)
• Stale Days: Configure how many days without contact is considered “stale” (default ≥14)
• Pagination: 25 clients per page with navigation controls

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Client Interactions

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Viewing Interaction History

Each client profile shows a complete timeline of interactions:

• Emails: Sent and received communications
• Support Tickets: Help desk interactions
• Meetings: Calendar events and notes
• Phone Calls: Logged conversations

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Viewing Interaction History

Detailed interaction tracking from integrated platforms:

• Email interactions: From Gmail integration with sentiment analysis
• Support conversations: From Intercom integration
• HubSpot activities: Contact and company interactions
• Score attribution: See why health scores changed

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Manual Score Attribution

Provide context for health score changes:

1. Open any client profile
2. Navigate to the attributions section
3. Use the POST /api/clients/:id/attribute endpoint to add manual explanations
4. Track why scores increased or decreased

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Stakeholder Management

Stanna includes a dedicated stakeholder system for tracking multiple contacts within each client organization:

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Stakeholder Features

• Individual stakeholder records linked to clients
• Email-based stakeholder identification from interactions
• Automatic stakeholder discovery from Gmail and other integrations
• Stakeholder-specific interaction history

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Accessing Stakeholder Data

Stakeholder information is available through the client profile and API endpoints. The system automatically identifies stakeholders from email communications and integrates them into the client relationship view.

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Client Management Features

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Task Management

Track action items and follow-ups for each client:

• Create client-specific tasks with due dates
• Mark tasks as complete with timestamps
• View all tasks across your portfolio
• API endpoints: GET/POST /api/clients/:id/tasks

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Upcoming Events

Track important milestones and deadlines:

• Renewal dates and contract milestones
• QBR (Quarterly Business Review) scheduling
• Launch dates and implementation milestones
• Custom event types for your business needs
• API endpoints: GET/POST /api/clients/:id/upcoming

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Tag System

Organize clients with custom labels:

• Apply multiple tags per client
• Use tags for categorization and filtering
• API endpoint: POST /api/clients/:id/tags

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Best Practices

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Troubleshooting