Use CRM Analytics

With CRM Analytics, you can view Salesforce leads and deals, closed orders imported from CSV files, LINE Official Account friends and message delivery, and Shopify customers alongside ad performance. Track actual closed orders, revenue, and customer LTV as well as clicks and conversions. Open Customer Management > CRM Analytics in the left menu.

What you can do

When you have 2 or more data sources, use the tabs at the top of the screen to switch between them. When you have only 1, no tabs appear, and only that source's data is displayed.

Requirements

• Available on the Business plan.

• Connect Salesforce, LINE Official Account, or Shopify, or import a CSV file of closed orders. If none are available, "No CRM connected" appears. You can import CSV files without a connection.

• Fields related to monetary amounts (won deal amounts, ROAS, Opportunity Dashboard, and Customer LTV) and the Shopify tab are visible to Owners, Admins, and Editors. Viewers see only count metrics, and only the import status on the CSV tab.

• The date range below the title, at the top left of the screen, defaults to Last 14 Days. On the CSV tab, the date range applies only to order trends (by month). The Shopify tab has no date range selector.

Salesforce tab

Leads are aggregated by mapping utm_source on Salesforce leads to ad platforms and utm_campaign to Cascade campaign names. Configure these mappings in Salesforce integration settings. Unmapped leads are not linked to an ad platform and are treated as Unattributed.

HubSpot deals do not appear on this page. Won deal amounts are used in ROAS (won-deal-based) and the lead list described in About Attribution (see Connect HubSpot to import deal data).

CSV (Imported Data) tab

Imported closed order data is aggregated regardless of whether it matches measurement tag or ad data. Customer LTV, purchase count distribution, rankings, and breakdowns cover all imported data. Only order trends use the selected date range.

Sections below Import Status are visible to Owners, Admins, and Editors. Before you import data, "No data has been imported yet." appears.

LINE tab

Connect your LINE Official Account to display the following 2 cards. Figures are imported every 1 hour.

• LINE friends — New friends, Friend add bid, Cumulative friend adds, Blocked users, Targeted reach, Daily figures, and Friend demographics (gender, age, and region).

• LINE message delivery — Sent messages, Users who opened, Users who clicked, Sent this month, Daily figures, breakdowns by Delivery group, and Clicked links.

To track "which ad" led to a friend add, follow Set up friend-add tracking (see which ads brought new friends).

Shopify tab

This tab appears for stores with Shopify connected once customer data import has started. The import status (Preparing / Importing / Up to Date / Sync stopped) appears at the top right of the card.

• Customer counts — Customer count, counts of LINE linked customers, Active subscribers, and Email subscribers, and breakdowns by age band and prefecture.

• Customer list — Customer ID, LINE link, Subscription, Email marketing, Prefecture, age band, Lifetime spend, Purchases, Last order, and Purchased products. Filter by LINE link, Subscription, Email marketing, Prefecture, age band, and Purchased products. Each page shows 20 customers, which you can increase to a maximum of 50.

Customer IDs are masked except for the ending characters. Only Owners and Admins can display the original values. Purchased products are aggregated from orders in the last 2 years.

Steps

1. Set up a data source

• Salesforce — Connect from CRM Integrations under Settings > Integrations. The initial sync starts immediately after you connect. Data then syncs automatically every 6 hours. There is no manual sync option.

• Closed order CSV — Use CSV import on the Import Status card in the CSV tab to import a list of closed orders in CSV, TSV, or Excel (xlsx / xls) format. Include first and last names, postal codes, and order IDs along with email addresses and phone numbers to improve matching accuracy with ads. You can use this alongside the Salesforce connection.

• LINE and Shopify — Connect from Settings > Integrations (Connect your LINE Official Account to analyze friend growth, Connect Shopify to use EC Analysis).

2. Import a CSV file

Import follows these steps: Input → Map columns → Assign values → Merge line items → Preview → Import. Only the most recent import is active. Each import replaces the previous data. Owners and Admins can import data.

• Input — Select a file or paste text. If an Excel file has multiple sheets, select the sheet to import. Each import supports up to 50 MB, 50 columns, and 300,000 rows, with up to 500 characters per cell.

• Map columns — Select where each column maps. Review and change the AI suggestions. If the headers match your previous import, the previous mappings are used automatically. In addition to closed order date, amount, currency, won/lost status, deal stage, email address, phone number, click ID, order ID, and inquiry date and time, you can map the following columns.

  • Customer ID (such as a member number) — Saved as a key for customer-level analysis, not used to match leads.

  • New / Existing — The new or existing customer classification in the imported data.

  • Age (stored as age band) — Converted and saved as under 20, 20s–60s, or 70 and over (unreadable values become Unknown). The original age is not saved.

  • Analysis dimensions 1–3 — Column headers become dimension names (e.g., gender or order channel), and breakdowns are aggregated for each value.

• Assign values — Select Won, Lost, or Excluded for each value in the won/lost column. Columns with more than 100 distinct values cannot be used. If there is no won/lost column, you can import all rows as won. For the new/existing column, select New, Existing, or Unknown for each value.

• Merge line items — If each row represents 1 product line item, select a key column such as order number to combine items into 1 closed order. Amounts are added together (negative line items are subtracted). Closed order date, won/lost status, currency, customer ID, new/existing status, analysis dimensions, age, and matching keys must have the same values within each group. Orders with conflicting values are listed and can be excluded from the import. Rows with an empty key can also be grouped by "Customer ID × closed order date".

• Preview → Import — Check the counts of rows to import, out-of-scope rows, errors, and excluded rows, then run the import.

If the count after merging exceeds 20,000, the data is uploaded and then imported in the background. The import continues even if you close the dialog. Progress appears in Import Status as Importing Historical Data. You cannot start another import until it finishes.

You can import up to 100,000 rows with matching keys such as email address, phone number, order ID, click ID, lead ID, or inquiry date and time. If you exceed this limit, exclude the matching key columns to import the data for analysis only, or split the file. Rows with a closed order date before tracking began (the date of the oldest lead) are imported without being matched to leads.

The order ID column is automatically matched to order numbers recorded by purchase measurement tags or e-commerce connections. If your cart is not listed, select Other cart on the Online store purchase measurement tab of the measurement tag installation screen. Add code that includes the order number and tax-inclusive total amount to the purchase completion page (Track inquiries, bookings, and purchases (install the tag)).

3. Check Salesforce mappings

Click Salesforce integration settings on the Salesforce tab. Salesforce fields are detected automatically. Review and save them. Owners and Admins can make changes. Saved changes are applied to analytics after the next sync.

4. Select a date range

Use the date range below the title, at the top left of the screen, to change the period displayed. The default is Last 14 Days.

Use closed order data

The closed order data used in CRM Analytics is also used by the following features.

• Send closed order data to ad platforms — Send conversions from closed orders to Google Ads, Meta Ads, Yahoo! Ads, and other platforms to train automated bidding (Send order data to ad platforms).

• Customer list — Sync customers with won deals and prospects with open deals in your CRM to ad platforms as customer lists in Audience Management.

• Bid Target Auto-Calculation — Calculate bidding targets for lead generation based on actual won deal results.

• Cascade AI — Ask about closed orders or deals in chat to get answers and charts using the same CRM figures as this screen (Use Cascade AI).

Usage notes

• If deals and closed orders use multiple currencies, monetary totals include only the currency with the most records. The count for other currencies appears in a note: "Amounts for X deals in other currencies are excluded from totals."

• Won deals without an amount are excluded from won deal amount and ROAS totals.

• Up to 50,000 Salesforce deals are loaded for each status: won, lost, and open. If a status exceeds this limit, the newest deals are loaded first, and "Some opportunities are excluded because the loading limit was exceeded." appears.

• You cannot connect 1 Salesforce organization to multiple products. If it is already connected, "This Salesforce organization is already connected to another product. Disconnect it from that product first." appears.

• Customer IDs in CSV files are not used for matching and are masked on screen except for the ending characters. If an analysis dimension has more than 100 distinct values, values outside the top 100 by closed order amount are grouped under Other.

• CSV closed orders without a customer ID are included in closed order counts and amounts, but not in buyer counts, purchase count distribution, or customer rankings.

Troubleshooting

Related articles

• About Integrations

• Connect HubSpot to import deal data

• Send order data to ad platforms

• About Attribution

• Connect your LINE Official Account to analyze friend growth

• Connect Shopify to use EC Analysis