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Modules:Customer Relationship Management

Contents

Introduction

Customer Relationship Management (CRM) is an approach to managing a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer attraction, retention and ultimately driving sales growth.

CRM functionality in Openbravo basically allows users to cover previous stages of every sale (pre sales), tracking the leads/opportunities.

An Opportunity is a contact which has been qualified. This person has entered into your buying cycle and is committed to working with you. You have already contacted, called or met him and know their needs or requirements. When a contact shows interest in your business, you can create an opportunity that represents a potential sale.

Configuration

Reference Data

This module has some reference data that you can import going to the Enterprise Module Management window.

This data includes a new entry for:

Business Partner

It is possible to define if the business partner is a potential customer or a current customer.

CRM-BP.png

Sales Region

Create sales regions to be used in sales operations, assigning the Sales Representative.

CRM-SalesRegion.png

Pipeline Stage Consolidation

Window that allows to create the groups of the stages for reporting purposes in order to consolidate the information. Example: Initial phase, Qualification phase, Final phase.

CRM-PipelineStageConsolidation.png

Pipeline Stage

Window that allows you to create as many stages/status as you want to put the lead/opportunity in place.

CRM-PipelineStage.png

Lead Source

Master data of the lead sources. Example: e-mail, Telephone, Fax.

CRM-LeadSource.png

Market Sector

Master data of the market sector.

CRM-MarketSector.png

Opportunity Type

Master data of the opportunity window.

CRM-OpportunityType.png

Competitors

Master data of competitors.

CRM-Competitor.png

Opportunity Management

Opportunity window

In the Opportunity window the leads/opportunities are registered.

Opportunity Header

CRM-Opportunity.png

The status can be changed by the user where a date will be requested in order to indicate the beginning of the sales stage that the user is selecting. This information will be saved in a sub tab called Stage History. The status can be change at any time.

An opportunity can not be modified/removed if the Opportunity is in status: Closed Won, Closed Lost or Cancelled. Only it will be possible to modify/remove if its stage is Open.

Lines

Lines tab lists each product in the Opportunity window. The user can select the products that belong to the price list selected in the header and their quantity.

CRM-OpportunityLines.png

Stage History

In this sub tab the user can have a look at the stage history of its opportunity.

CRM-OpportunityStageHistory.png

Task Log

In this sub tab will be recorded the historical tasks/steps already done and pending to be done with the lead.

For each Lead is possible to register the task to execute. Example: send an email, have a call, demo meeting…

CRM-OpportunityTaskLog.png

Users

In this sub tab will be registered other Sales Representatives that are involved in the Lead/Opportunity but the primary Sales Representative in charge of the lead/opportunity is the one define in the header.

Competitors

In this sub tab the user will add the competitors for this Opportunity.

Leads window

This is a view where the user can check the relevant data related with the leads registered previously.

It is consolidated data: Lead contact name, Authority, Budget, Need, Time Frame, Total Amount Sales (sum of the lines of the sales quotation/order/contract), Next step, stage of the opportunity, link with the Sales Quotation - Sales Order - Contract.

CRM-Leads.png

How to link a Sales Quotation/Order with an Opportunity

Once the user has created the Opportunity and the Opportunity is Closed Won, it is time to create either a Sales Quotation or Sales Order and make the relation between both documents.

Steps to link an Opportunity with a Sales Quotation

  1. Login into Openbravo
  2. Go to Opportunity window
  3. Fill the required values with the correct data.
  4. Save it.
  5. Go to Lines Tab and add the products and quantities of the opportunity
  6. Assign any stage other than Closed Lost neither Cancelled.
  7. Go to Sales Quotation window
  8. Create a new one for the same business partner of the opportunity
  9. Click in the Create Lines from Opportunity button
  10. Select the Opportunity created previously and click OK
  11. Complete the Sales Quotation

Steps to link an Opportunity with a Sales Order

  1. Login into Openbravo
  2. Go to Opportunity window
  3. Fill the required values with the correct data.
  4. Save it.
  5. Go to Lines Tab and add the products and quantities of the opportunity
  6. Assign any stage other than Closed Lost neither Cancelled.
  7. Go to Sales Order window
  8. Create a new one for the same business partner of the opportunity
  9. Click in the Create Lines from Opportunity button
  10. Select the Opportunity created previously and click OK
  11. Book the Sales Order

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