Differences between New Customer and Existing Customer labels.
New Customer
A New Customer is a customer that has not purchased from Substrata in the last 3 years. A New Customer is defined as a “New Customer” for the next 30 days after the customer has been invoiced.
Example: Williams County purchases on March 10th, Williams County will be deemed a New Customer until 11:59PM on April 9th, which is 30 days after the customer has been invoiced. During this period the Customer Success Team will begin conducting the post order follow up process.
Existing Customer
Once a New Customer has passed the first 30 days of their first purchase they will then be deemed an Existing Customer.
Example: Williams County purchases on March 10th, Williams County will be deemed an Existing Customer at 12:00AM on April 9th, which is 30 days after the customer has been invoiced.