ShareCRM Business Scenarios

1. How to Effectively Manage Leads and Improve Conversion Rates

1.1 Business Background

Every company has its own channels and methods for acquiring customers, along with the corresponding follow-up and conversion processes.

For example, a company selling printers may acquire a batch of phone numbers through campaigns, referrals, or flyers. Marketing hands these leads to sales for follow-up. Sales contacts leads by phone or visit; if the lead shows interest or purchase intent, the sales rep creates a record for the prospect and continues follow-up actions.

This is a typical business flow. We analyze pain points and administrator concerns from two perspectives: business processes and business roles.

1.2 Business Process Analysis

• Lead acquisition: Which campaign types or channels generate the most qualified leads? How should future marketing budget be optimized?
• Lead assignment: Who is best suited to follow up a given lead? When lead volume is very high, how to distribute leads quickly and efficiently?
• Lead follow-up: How to track follow-up in real time, surface issues, and provide assistance? When customer issues arise, how to record them so other teams can access and act on them?
• Lead conversion: Once intent is confirmed, how to convert leads quickly and reliably so customer data and interaction history are preserved and other teams can continue follow-up?

1.3 Role Analysis

Next, we examine key questions and concerns by role:

• Marketing managers: The company invests heavily in campaigns, but it’s hard to quantify each campaign’s actual sales contribution. Which campaign types yield the best ROI and lead quality?
• Sales managers: What are each salesperson’s strengths? Which leads suit them best? Are they encountering obstacles that require resources or coordination? If a salesperson leaves, how are their leads preserved and handed over?
• Sales reps: How can I receive or claim more leads? How to record issues discovered during follow-up? When I need help, how do I quickly get support from colleagues or managers? If I manage too many leads and some get forgotten, can the system remind me?

1.4 Solution and Operational Steps

ShareCRM provides a complete marketing and lead-management solution so you can manage campaigns, lead follow-up, and lead conversion to grow the market, acquire more leads, and improve conversion through effective follow-up processes. All lead records, follow-up notes, and interaction histories are securely stored in the system, preventing loss of company resources when employees leave.

1.4.1 Lead Acquisition

Collecting customer phone numbers constitutes lead acquisition. You can gather leads through campaigns or set lead sources (e.g., Referral, Promotion) to analyze conversion by source and optimize marketing spend.

• Creating leads:
  1. Collect leads via a Campaign: Marketing creates a Campaign record and then enters or imports leads collected from that campaign.
     • Entry points: Campaign detail page under “Leads”; or create a Lead and select an existing Campaign; or add via mobile “scan business card.”
  2. Enter leads from other channels: Sales-sourced leads or referrals can be created directly under Leads.
     • Entry points: Leads list in the main menu; or via mobile “scan business card.”

1.4.2 Lead Assignment

Assigning leads to sales reps ensures proper follow-up. Create Lead Pools by industry or region so reps pick leads based on expertise or proximity, improving conversion and efficiency. If a rep cannot reach a lead, they can return the lead to the pool for reassignment.

• Assignment methods:
  • Default assignment: Configure a default assignee for leads inside a Lead Pool to speed assignment.
    • Entry: CRM Management → Lead Pool Management → set “Default assignee.”
  • Lead Pool manager assignment: Pool manager batches and assigns leads from the front-end Lead Pool.
    • Entry: Front-end Lead Pool → batch-select leads → “Assign.”
  • Self-claim: If the pool allows claiming, reps can claim leads themselves.
    • Entry: Front-end Lead Pool → batch-select leads → “Claim.”

1.4.3 Lead Follow-up

After assignment or claim, sales reps contact leads (call or visit) and record follow-up notes, including issues and exceptions. These follow-up records surface in the company’s Work or CRM Activity feeds according to permissions; colleagues and managers can view and assist. Records remain in the system even if the rep leaves.

• Entry: Lead detail → Process → “In Progress” to record results; or add a Sales Activity on the Lead.
• Sales managers can view their team’s follow-up records in Work to monitor progress and provide guidance.

1.4.4 Lead Conversion

When a lead confirms interest or intent, convert it into an Account (customer) and optionally into an Opportunity to preserve customer data and history for other teams.

• Entry: Lead detail → “Convert Lead”; when converting to an Account you can also choose to create a Contact or an Opportunity at the same time.

1.4.5 Admin Configuration

1. Configure the Lead object: Add custom fields for your business (e.g., Interest Level, Company Size) and expand Lead Source options (e.g., Referral, Promo) to enable later analysis.
   • Entry: CRM Management → Object Management → Leads. See Object Management.
2. Create Lead Pools: Group leads by industry or region (e.g., “Financial Industry Pool”, “North China Pool”) to manage distribution and reuse. Leads with no progress can be returned to pools for future reassignment.
   • Entry: CRM Management → Lead Pool Management. See Lead Pool Management.

1.4.6 Reports and Analytics

1. As a campaign manager, report campaign effectiveness by totaling Opportunity amounts generated from campaign-associated leads.
   • Report design: Count leads, Account names, Opportunities and sum Opportunity Amount across selected Campaigns.
   • Configuration:
     • Use template: Campaign → Lead Conversion (with Opportunities)
     • Group by Campaign
     • Use unique count on Lead Name, Account Name, Opportunity Name
     • Sum Opportunity Amount
2. As a campaign manager, report final Sales Order amount generated by Campaigns to evaluate ROI.
   • Report design: Count leads, orders, total order amount, and total payment received under selected Campaigns.
   • Configuration:
     • Use template: Campaign → Lead Conversion (with Orders)
     • Group by Campaign
     • Use unique count on Lead Name, Account Name, Order Number
     • Sum Sales Order Amount and Payment Collection Amount
3. As a sales manager, report lead conversion by employee to evaluate each rep’s capability and allocate leads.
   • Report design: Count leads by current status (follow-up and conversion) for direct reports.
   • Configuration:
     • Use template: Lead Conversion by Employee
     • Group by Employee Name and Lead Status
     • Count Lead Name
     • Filter: All Leads

Note: The above report scenarios are examples. Configure reports based on your organization’s needs to support data-driven decisions.

2. How to Use Sales Processes to Close Opportunities

2.1 Business Background

After winning an Opportunity, sales teams must evaluate, coordinate, and drive cross-functional stakeholders to close the business.

2.1.1 Define the Sales Process

Companies accumulate experience and best practices over time. Formalizing proven sales methods into a sales process shortens sales cycles, improves efficiency, and reduces cost. Management shifts from outcome-oriented (win/loss) to process-oriented management, standardizing deals beyond individual experience.

2.1.2 Opportunity Follow-up

Opportunities can originate from converted Leads or from referrals and inbound contacts. Regardless of origin, each Opportunity should be tracked in the system.

Follow-up is essentially executing the sales process: completing stage-specific tasks and feedback to move the Opportunity toward a win.

Key follow-up tasks include: - Assemble the sales team; - Conduct feasibility and ROI analysis; - Validate Opportunity quality and qualification to avoid wasting resources; - Track expected revenue and close date; - Track win probability at each stage; - Coordinate team collaboration.

2.1.3 Opportunity Analytics

During follow-up, managers analyze stage-level data to diagnose issues and take corrective action, and to evaluate organizational performance to improve win rates.

• Analyze sales blockers: Stage conversion rates, win rates, and time-in-stage reveal stage-specific problems.
• Set sales targets and plans: Use stage data, expected close dates and amounts to forecast achievable revenue.
• Evaluate sales organization capability: The sales funnel shows weaknesses, guiding resource allocation and process improvements.

2.2 Role Analysis

• Sales reps: How to move this Opportunity to a win? What are the company’s required actions at each stage? What are teammates doing?
• Sales managers: How are subordinates progressing on Opportunities? Which Opportunities will close this month? Why do we lose deals?
• Executives: How to set next-period sales targets? Why does the company lose too many deals? Which stage is failing?

2.3 Solution and Operational Steps

2.3.1 Define Sales Processes

• Entry: Edit Sales Processes
• Create process names aligned to sales categories and governance. Common divisions:
  • By organization: HQ, subsidiaries, sales teams, employees
  • By customer type: enterprise, government, institutions
  • By industry: real estate, FMCG
  • By product: hardware, software/service
• Break milestones into stages (e.g., Customer Approval, Project Initiation, Commercial Negotiation) and define required tasks and stage feedback (e.g., submit proposal, meet executives, facility visit).
• Set win probability for each stage. Example: If 10 deals at Intent stage yield 2 wins, stage win rate = 20%.
• Set average sales cycle per product line (e.g., S-series excavator average 45 days) and configure reminders relative to expected close.
• Assign the process to the appropriate sales departments.

2.3.2 Opportunity Follow-up

• Entry: Opportunity → Sales Process
• Sales reps follow the defined process and always know required actions per stage and what to prepare next.
  • Opportunities converted from Leads automatically enter the process at stage one. When creating an Opportunity, choose the applicable process; it enters stage one automatically.
  • If a stage requires mandatory feedback (e.g., required Contact or Account address), that feedback must be completed before advancing.
  • Advancement may require direct manager approval; if approved, the Opportunity moves forward; otherwise it remains for further work and resubmission.
  • At any stage an Opportunity may be marked Lost (Deal Lost) or invalid and exited from the pipeline.

2.3.3 Opportunity Analysis

• Entry: Sales Funnel
• Use forecasts to assess targets and plan:
  • Example calculation: Suppose five stages with win probabilities 10%, 40%, 60%, 80%, 90% and active Opportunity counts 65, 34, 27, 15, 6. If each Opportunity’s expected deal value is $500,000 and the cycle is one quarter, projected revenue = 65×500k×10% + 34×500k×40% + 27×500k×60% + 15×500k×80% + 6×500k×90% = $26,850,000. Sales leaders can use such forecasts to evaluate quarter targets and identify where to invest.
• Analyze sales blockers:
  • Stage-level counts and amounts show leak points. If fewer prospects reach “Website Visit” in Q2, this will hurt next-quarter pipeline and requires more upstream investment.
  • Compare conversion rates between stages. If solution creation → negotiation conversion is only 18% while others are ~30%, improve solution development capability.
• Evaluate organizational sales capability:
  • A healthy funnel narrows steadily. A steep drop suggests weaker capability; a gradual taper suggests stronger capability. Use funnel trends to benchmark and guide improvement.

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3. How to Increase Customer Value with Efficient Visits

3.1 Business Background

After acquiring customers, maintaining loyalty and growing customer value is essential. Regular communication and interaction—customer relationship management—drives repeat business and higher lifetime value. One of the most important tactics is customer visits.

3.2 Business Process Analysis

Customer visits commonly address these scenarios: - Maintain relationships and drive deals - Collect business data for better servicing and management (inventory, sales, pricing) - Execute campaigns and report execution and cost - Supervision and inspection: ensure customers meet company standards and reps execute sales properly - Other field operations

Visit workflow: Plan → Execute → Feedback & Evaluate → Optimize

• Plan visits:
  • Select targets by customer type, tier, region, or campaign participation
  • Plan efficient visit routes
  • Predefine required data to collect
  • Create co-visit plans
  • Reuse visit routes
• Execute visits:
  • Follow schedule and route
  • Check-in / check-out
  • Record required data
  • Managers/colleagues may co-visit
• Feedback & evaluate:
  • Assess staff performance
  • Analyze visit volume, efficiency, and distribution
  • Assess customer coverage and conversion following visits
  • Analyze collected customer data and campaign execution
• Optimize:
  • Adjust coverage and routes to improve efficiency
  • Set reasonable daily visit quotas to ensure quality
  • Standardize visit execution
  • Improve data collection templates to capture the most useful information
  • Evaluate visit and campaign ROI to allocate resources to highest-impact customers or regions

3.3 Role Analysis

Different stakeholders ask different visit-related questions:

• Executives: Is the customer strategy executed effectively? Do customers receive satisfactory service? Are customer operations contributing to revenue? Is sales spend producing value? How to access and analyze customer data?
• Sales/channel heads: Are sales processes executed properly? Does sales activity translate into results? Are customers meeting contractual requirements? Are targets and KPIs being met?
• Marketing heads: Are campaigns executed effectively? What is the ROI? Is the market strategy visible at customer/terminal level? How to analyze execution data?
• Mid-level sales managers: Are reps’ daily activities productive? Are KPIs met? Is customer coverage sufficient? How to plan subordinate tasks?
• Sales reps: How to reach and manage customers better? How to plan daily work and meet targets? How to efficiently collect required customer data?

3.4 Solution and Operational Steps

ShareCRM provides a complete customer visit solution covering planning, standardizing behavior, recording execution, analyzing results, and optimizing visits.

3.4.1 Visit Planning

Includes setting sign-in/out rules, data-collection templates, visual visit plans, and routes.

• Configure check-in/check-out rules:
  • CRM Management → Visit Management → Check-in/Check-out Settings
    • Enable/disable check-in/out and configure required fields
    • Set acceptable location/time tolerance
• Configure visit actions and data collection (FMCG edition):
  • CRM Management → Visit Management → Visit Actions / Inventory Actions
    • Define different visit/inventory actions and required fields (e.g., store photos, product inventory, activity reports)
    • Mark required fields
    • Assign available actions to departments
• Build visit/co-visit plans, auto-plan routes, and reuse routes:
  • Create visits in calendar view, plan routes, and reuse a day’s route.

3.4.2 Visit Execution

Execute scheduled or ad-hoc visits and record check-in/out times, duration, route, and collected data.

• Execute planned visits:
  • Visit → Calendar view → Today’s visits → Select to execute
  • Check-in and check-out to record duration
  • FMCG edition: complete visit and inventory actions and collect required customer data
  • Publish Sales Activities in real time and share visit updates internally
• Execute co-visits:
  • Co-visit check-in/out and fill co-visit feedback/evaluation
  • CRM → Visit → complete co-visit on a single visit
• Ad-hoc visits:
  • Mobile → Nearby Customers → Create ad-hoc visit → Execute

3.4.3 Visit Analysis

Track execution, coverage, and behavior distribution:

• Track planned vs. completed visits, unique customers covered, and completion rate:
  • CRM → Visit → Statistics view → Customer Statistics: planned visits, customers, completed visits and completion rate.
  • CRM → Reports → statistical report templates
• Charts:
  • Observe geographic distribution over time:
    • CRM → Visit → Statistics view → Check-in/Check-out Statistics to view geo-distribution of valid check-ins/outs.
  • Analyze collected customer data:
    • Desktop & FMCG: CRM → Visit → switch to Actions view; export visit action data for analysis. Custom report support will be added.

(Images: Visit analytics and charts)

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• Observe staff geographic distribution over a period:
  • CRM → Visit → Statistics view → Check-in/Check-out Statistics
• Analyze collected customer data:
  • Desktop & FMCG: CRM → Visit → Actions view, export action datasets for analysis; custom reporting will be supported later.

3.4.4 Optimize Visit Behavior

With recorded execution and analysis, set standards and strategies to serve customers effectively while lowering costs:

• Based on completion rates, set reasonable daily visit targets and routes
• Allocate resources based on customer ROI and set tiered visit rules (e.g., A-tier: 3 visits/month; B-tier: 1 visit/month)
• Adjust campaign strategy based on execution ROI (coverage and resource allocation)
• Improve data collection templates to raise data quality and rep efficiency

By planning and controlling visits, standardize rep behavior, increase customer operations efficiency, and better serve customers with real data supporting business decisions. Make visits a key driver of revenue growth.

4. How to Manage Sales Orders and Accelerate Payment Collection

4.1 Business Background

Sales order management covers order signing, product selection, discounting, order approval, shipment, receipt confirmation, payment collection, and invoicing. Using ShareCRM, how do you manage the end-to-end process and speed up collections?

4.2 Business Process Analysis

• Order placement:
  • Different customers receive different discounts and offers. How to manage discounts to balance customer value and company margins?
  • How to create orders quickly for repeat purchases?
  • How can downstream customers place orders conveniently?
• Order approval:
  • Orders involve multiple internal departments. How to configure approval workflows to validate orders?
  • Sales reps need real-time visibility into approval progress to inform customers.
• Shipment & receipt:
  • Who ships after order confirmation? Has it shipped? Has it been received? How are stakeholders notified?
• Payment collection:
  • Once finance receives payment, how to notify business teams immediately? What amounts remain outstanding? When is the next payment due?
• Invoicing:
  • After payment, has an invoice been issued? What is the invoiced amount?

4.3 Role Analysis

• Sales managers:
  • Orders carry revenue. How to monitor monthly/quarterly collections and outstanding amounts? Are targets met? What’s pending?
  • How to track departmental and individual attainment?
• Sales reps:
  • How to check order status to update customers? Have my orders been paid? What’s outstanding? Am I on target this month?
• Finance:
  • For a received payment, which order does it apply to? Is the amount valid? What remains outstanding? How to notify business teams?

4.4 Solution and Operational Steps

ShareCRM provides a full order-to-cash solution to manage ordering, approvals, shipment, payments, and invoicing, with reporting to monitor performance and margins.

4.4.1 Order Entry

• Manual order creation: Choose products, set per-item discounts, and apply order-level discount or edit Sales Order Amount.
• Customer self-order via ShareOrder: When downstream partners need to place Purchase Orders, they can follow the official WeChat account and place orders within WeChat.

4.4.2 Order Approval

• Configure approval workflows in Approval Process Management. After order creation, trigger the workflow and send tasks to assigned approvers (order admin, finance, Warehouse).
• After approval, send configurable notifications to relevant teams to sync order status and speed execution.

4.4.3 Shipment and Receipt

• ShareCRM has a prebuilt “Shipping Staff” Role and the “Confirm Shipment” permission. Admins assign users to this role. After order approval, the system notifies shipping staff to confirm shipment. Shipping staff handle orders from CRM Reminders → Orders Pending Shipment.
• When customers confirm receipt, shipping staff can confirm receipt online.

4.4.4 Payment Confirmation

• When customers pay, sales can create a Payment Collection record and finance confirms it.
• When creating a Payment Collection, selecting the Sales Order will display the Sales Order Amount, Outstanding Amount, and Pending Confirmation amounts.
• After saving, the system notifies Finance for confirmation. Only when Finance confirms is the payment finalized in the system.

4.4.5 Invoicing

• After Finance receives payment, they create an Invoice Request. The system will reference the Sales Order to show Sales Order Amount, Amount Pending Invoice, and Pending Invoice Confirmation. Invoice header and shipping address can be selected.

4.4.6 Reports and Analytics

ShareCRM includes many built-in order and chart reports and supports custom reports.

• Monitor order and payment status to understand outstanding amounts.
• Employee performance: report confirmed Sales Order totals per employee & customer plus returns, collected amounts, refunds, outstanding receivables and invoice application amounts.
• Customer transactions: by customer tier and name, report this month’s confirmed order count and totals.

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• Employee performance stats: totals by employee and by customer including returns, collections, refunds, receivables and invoicing amounts.

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• Customer transaction summary by tier and name for confirmed order counts and totals.

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