1. Account Status Transfer in Business Process

• Leads-Customers: Convert customers who are verified as valuable customers during lead follow-up processing.
• Customer-Gaohai voluntarily return: The customer can return the customer voluntarily to Gaohai for reasons such as giving up the follow-up if there is no effect for a period of time, or directly losing the order. Passive recycling: Each company can configure recycling rules to limit customer follow-up time, ensure sales enthusiasm, and accelerate customer turnover. If the customer does not make a deal, the customer will be recalled.
• Voluntary return: The customer can actively return the customer to the high seas for reasons such as giving up the follow-up if there is no effect after a period of follow-up, or directly losing the order.
• Passive recycling: Each company can configure recycling rules to limit customer follow-up time, ensure sales enthusiasm, and accelerate customer turnover. If the customer does not make a deal, the customer will be recalled.
• High seas - Customers take the initiative to claim: Sales can take the initiative to claim customers according to their own skills or regional affiliation to improve performance. Passive allocation: Enterprises can reasonably allocate customers according to the importance level of customers and sales skills, so as to maximize the transaction.
• Active collection: Sales can actively receive customers according to their own skills or regional affiliation to promote performance.
• Passive allocation: Enterprises can reasonably allocate customers according to the importance level of customers and sales skills, so as to maximize the transaction.
• Customer-contract customer: According to the configuration of the transaction action, the customer who places a business opportunity and wins an order or creates a new sales order and has been confirmed or creates a new contract will become a transaction customer.
• Dealing customers-Gaohai: The company has a variety of products, or the products can be purchased multiple times, even if it is a deal customer, it can be returned to Gaohai for the next transaction.
• High Seas-High Seas: Due to various reasons such as customer address change, customer scale expansion or business adjustment, customers can be transferred from the original high seas to more suitable high seas.

2. Examples of Business Scenes

• Customers: According to your business model, customers can be companies, such as "Beijing XX Technology Co., Ltd.", "Shanghai XX Financial Services Co., Ltd.", or individuals, such as real estate agencies, such as "Mr. Wang" and "Mr. Li" Wait.
• High seas: multiple high seas can be created according to industry, region, customer level, etc., so as to allocate and manage customers reasonably. Such as "Financial High Seas", "North China Customers", "VIP Customers" and so on.
• Cooperation between customers and the high seas: Company A is a company that sells office equipment, such as printers and projectors, and its business covers all parts of the country. A dozen of business cards were collected through participating in the exhibition, and after verification, they were converted into customers, such as "Beijing XX Company", "Shenzhen XX Company" and so on. Customer B placed an order after the sales follow-up and turned into a transaction customer. Customer C did not purchase due to reasons such as too high a price. Although customer B has concluded this transaction, the company is still developing new products, which can be returned to the high seas, and will be marketed and followed up after the new products are launched. Customer C loses the order due to various reasons, and can return it to the high seas, and wait for other sales to follow up, and there may be a chance to facilitate the transaction.

3. Detailed Introduction to Accounts

3.1 Account View

3.1.1 Account Preset Scenes

• All: The person in charge is the current user or the current user's subordinates, or the relevant team members include the current user or the current user's subordinates, or configure the customer's "Data Sharing" rule in "Data Rights Management" as the person in charge of the record or the person in charge The data of the department to which it belongs is shared with the current employee or the department the current employee belongs to or the user group the current employee belongs to. Or "for my department" data.
• The owner is the current user or a subordinate of the current user
• Or the relevant team members include the current user or the current user's subordinates
• Or configure the customer's "Data Sharing" rule in "Data Rights Management" to share the data of the person in charge or the department to which the person in charge belongs to the current employee, the department the current employee belongs to, or the user group the current employee belongs to.
• Or "for my department" data.
• Clients I am responsible for: Responsible is the current user
• Customers I jointly follow up: the current user is included in the relevant team, and the team role is "joint follow-up person"
• Customers I serve: the current user is included in the relevant team, and the team role is "after-sales personnel"
• Accounts I'm involved with: The current user is included in the relevant team
• Customers jointly followed up by my subordinates: the relevant team includes the subordinates of the current user, and the team role is "joint follow-up person"
• Customers my subordinates are responsible for: the person in charge is a subordinate of the current user
• Customers served by my subordinates: the relevant team includes the subordinates of the current user, and the team role is "after-sales personnel"
• Shared to me: Configure the customer's "Data Sharing" rule in "Data Rights Management" to share the data of the person in charge or the department to which the person in charge belongs to the current employee, the department the current employee belongs to, or the user group the current employee belongs to.
• I am in charge of the department: the current user is the department head of the main department, and the main department of the relevant team members in the record is this department. Remarks: Whether the responsible department includes all subordinate data is determined by "CRM Management-Rule Settings-Basic Settings-Superior Visible Data Scope".
• The current user is the department head of the main department
• At the same time, the main department of the relevant team members in the record is this department.
• Remarks: Whether the responsible department includes all subordinate data is determined by "CRM Management-Rule Settings-Basic Settings-Superior Visible Data Scope".

• "CRM Admin" can view all data.
• All records whose status is "Obsolete" can only be seen by the "CRM administrator", and no other personnel can see it.

3.1.2 Description of customer list page

• List View: That is, a common customer list view.
• Map view: display the geographical distribution of customers in the form of a map, and the information comes from the "location" field in the customer's main address.

3.1.3 Description of customer details page

• Summary information Total amount of business opportunities: the total amount of "amount" of all business opportunities associated with customers that the current user has permission to view Total order amount: the total amount of "sales order amount" of all sales orders associated with customers that the current user has permission to view : The total amount of "return amount" in all return orders associated with the customer that the current user has permission to view. Total amount of refund: the total amount of refund amount in all refunds associated with the customer that the current user has permission to view.
• Total business opportunity: the total amount of all business opportunities associated with customers that the current user has permission to view
• Order total: the current user has permission to view the total of all sales orders "sales order amount" associated with the customer
• Total returned goods: the total amount of "returned goods" in all return orders associated with the customer that the current user has permission to view
• Total repayment amount: the total repayment amount of all repayments associated with the customer that the current user has permission to view
• Total refund amount: the total refund amount of all refunds associated with the customer that the current user has permission to view
• Total amount to be paid back: (total amount of orders - total amount of return orders) - (total amount of money received - total amount of refunds)
• Relevant teams: the person in charge of the customer, as well as the customer-related after-sales personnel and service personnel.
• Expenses: Reimbursement of expenses related to the current client, such as the client's entertainment expenses, etc. Expense reimbursement is initiated in "Work-Approval-General Reimbursement", and "Associated Customer" needs to be selected
• The customer system field supplements the remaining retention time: if the customer belongs to the high seas and configures the automatic takeback rule or the department of the person in charge sets the non-high seas takeback rule, the system will calculate the customer’s time based on the highest priority item in the automatic takeback rule. The remaining storage time, when the remaining storage time is less than 30%, the remaining storage time will be displayed, otherwise it will not be displayed. If no automatic reclamation rule is configured, the remaining storage time is empty. Number of transfers: that is, the number of times the person in charge of the customer is replaced. Transaction status: Update the transaction status according to the configuration. For details, see customer behavior rules Last follow-up time: update the last follow-up time according to the configuration, see Customer Rules of ConductCustomer Information Completeness: The ratio of fields edited by the customer to fields that can be edited.
• Remaining retention time: If the customer belongs to high seas and configures automatic retraction rules or the department of the person in charge sets non-high seas retrieval rules, the system will calculate the remaining retention time of the customer based on the item with the highest priority in the automatic retraction rules. When the remaining retention time is less than 30%, the remaining retention time is displayed, otherwise it is not displayed. If no automatic reclamation rule is configured, the remaining storage time is empty.
• Number of transfers: the number of times the person in charge of the customer is changed
• Transaction status: update the transaction status according to the configuration, see Customer Conduct Rules
• Last follow-up time: update the last follow-up time according to the configuration, see Customer Conduct Rules
• Completeness of customer information: the ratio of customer edited fields to editable fields.

3.2 Customer's business operations

3.2.1 Create a new customer

• Ways to create new customers: Manually create customers: manually enter customer information collected from various external channels. The entry is "New" copying on the [Customer] list page: "Copy" the existing record, and the entry is under the details page of the record to be copied. Lead Conversion: When the lead is verified as valuable, it can be converted into a customer. The operation entry is on the [Sales Leads] list page-details page-more-handling-conversion lead scanning business card: If you already have a customer business card, you can directly scan the business card through the FunShare mobile terminal to quickly create a new customer. Import: Acquire a large amount of customer information through marketing activities or external purchases, and create customers in batches by importing. For details, see [import]
• Manually create customers: manually enter customer information collected from various external channels. The entry is "New" on the [Customer] list page
• Copy: "Copy" the existing record, the entry is under the details page of the record to be copied
• Lead Conversion: When a lead is verified as valuable, it can be converted into a customer. The operation entry is in [Sales Leads] list page-details page-more-handling-conversion leads
• Scan business card: If you already have a customer business card, you can quickly create a new customer by scanning the business card directly through the FunShare mobile terminal.
• Import: Acquire a large amount of customer information through marketing activities or external purchases, and create customers in batches by importing. For details, see [import]
• New customer business supplementary industrial and commercial information backfill: When creating a customer and filling in the customer name, the system will automatically associate related companies registered with the Industrial and Commercial Bureau. After selecting a company, you can view its detailed information registered at the Industrial and Commercial Bureau and fill in the customer form middle. Customer duplicate check: In order to ensure the validity of customer information and customer identification, the system has duplicate check verification. By default, the "customer name" is preset as the duplicate check identifier. In addition, you can also configure more duplicate check rules when new customers are created in the background management. For details, see Check settings. If all the conditions in "New Duplicate Check" in the Duplicate Check Settings are configured as "Exact Search", when creating a new account matches an existing customer, the new one will fail. If all the conditions in "New Duplicate Check" in the Duplicate Check Settings are configured as "Fuzzy Search", when new customers are matched to existing customers, the system will list similar customers for users to view and process, but it will not affect the new customers being processed Operation, you can continue to new. Upper limit of customer retention: In order to ensure reasonable and effective allocation of customer resources, the upper limit of customer retention can be configured for sales staff. If the current user's customer retention is saturated, no new customer can be created. For details, see [Rule Setting - Customer Retention Cap]
• Backfilling of business information: When creating a customer and filling in the customer name, the system will automatically associate the relevant companies registered with the Industrial and Commercial Bureau. After selecting a company, you can view its detailed information registered at the Industrial and Commercial Bureau and fill it back into the customer form.
• Customer duplicate check: In order to ensure the validity of customer information and customer identification, the system has duplicate check verification. By default, the "customer name" is preset as the duplicate check identifier. In addition, you can also configure more duplicate check rules when new customers are created in the background management. For details, see Check settings. If all the conditions in "New Duplicate Check" in the Duplicate Check Settings are configured as "Exact Search", when creating a new account matches an existing customer, the new one will fail. If all the conditions in "New Duplicate Check" in the Duplicate Check Settings are configured as "Fuzzy Search", when new customers are matched to existing customers, the system will list similar customers for users to view and process, but it will not affect the new customers being processed Operation, you can continue to new.
• If all the conditions in "New Duplicate Check" in the Duplicate Check Settings are configured as "Exact Search", when creating a new account matches an existing customer, the new one will fail.
• If all the conditions in "New Duplicate Check" in the Duplicate Check Settings are configured as "Fuzzy Search", when new customers are matched to existing customers, the system will list similar customers for users to view and process, but it will not affect the new customers being processed Operation, you can continue to new.
• Upper limit of customer retention: In order to ensure reasonable and effective allocation of customer resources, the upper limit of customer retention can be configured for sales staff. If the current user's customer retention is saturated, no new customer can be created. For details, see [Rule Setting - Customer Retention Cap]

3.2.2 Mail

• Business Description: It is used to precipitate the emails between the current employee and the email address under the customer object.
• Business operation entry: "Mail" on the [Customer] details page.
• Mail Tracking: The sent mail can track whether the user has read it. If the customer has read it, the read icon will be displayed in the mail deposit: and the unread icon:
• Related operations: Filter: You can filter by my received, my sent and all mail. send email
• Filtering: You can filter by my incoming, my outgoing and all emails.
• send email

3.2.3 Financial information

• Business Description: Mainly used for "Invoice Information" in "Billing Application".
• Business operation conditions: customer status is "not effective", "reporting", "unassigned", "assigned"
• The employees or roles that can perform this operation are: the person in charge, the superior of the person in charge, the relevant team members with "read and write" permissions configured, and the superiors of the relevant team members, the party whose data is shared and configured with "read and write" permissions
• Business operation entry: "Financial Information" on the [Customer] details page
• Related operations: Set as default: configure the default financial information, and the system will fill in the "Invoice Information" by default when creating a new "Billing Application". edit delete
• Set as default: configure the default financial information, and the system will fill in the "Invoice Information" by default when creating a new "Billing Application".
• edit
• delete

3.2.4 Address Management

• Business Description: It can be used for the visiting address, as well as the "Receipt Address" in the "Sales Order" and the "Shipping Address" in the "Billing Application".
• Business operation conditions: the customer status is "not effective", "reporting", "unassigned", "assigned".
• The employees or roles that can perform this operation are: the person in charge, the superior of the person in charge, the relevant team members with "read and write" permissions configured, and the superiors of the relevant team members, the party whose data is shared and configured with "read and write" permissions
• Business operation entry: "Address Management" in the [Customer] details page
• Related operations: Main address: Generally, the customer's registered address or the most commonly used actual office address is set as the main address, and the main address will also be used as the visiting address. Default delivery address: Generally, the customer's commonly used address that can receive goods is set as The default delivery address, the default delivery address will also be used to edit the "Shipping Address" in the "Sales Order": the permissions for creating and editing are based on the permissions of the customer for creating and editing. delete
• Main address: Generally, the customer's registered address or the most commonly used actual office address is set as the main address, and the main address will also be used as the visiting address
• Default delivery address: Generally, the address commonly used by customers to receive goods is set as the default delivery address, and the default delivery address will also be used for the "Shipping Address" in the "Sales Order"
• Edit: The new and edit permissions are based on the customer's new and edit permissions.
• delete

3.2.5 Associate Contacts

• Business Description: Contact is Customer
• Business operation conditions: [Status] is "Not Effective", "Allocated", "Reporting", and "Unassigned".
• The employees or roles that can perform this operation are: the person in charge, the superior of the person in charge, the relevant team members with "read and write" permissions configured, and the superiors of the relevant team members, the party whose data is shared and configured with "read and write" permissions
• Remarks: The authority for this operation is the new customer authority

3.2.6 Client Edit

• Business description: Edit customer information
• Business operation conditions: [Status] is "not effective", "reporting", "allocated".
• The employees or roles that can perform this operation are: the person in charge, the superior of the person in charge, the relevant team members with "read and write" permissions configured, and the superiors of the relevant team members, the party whose data is shared and configured with "read and write" permissions
• Special restrictions: If you need to modify the customer name when editing a customer, the administrator needs to enable the configuration of "the person in charge can modify the customer name" in the background, otherwise the customer name cannot be modified.
• If you need to modify the customer name when editing a customer, the administrator needs to enable the configuration of "the person in charge can modify the customer name" in the background, otherwise the customer name cannot be modified.

3.2.7 Customer Merger

• Business description: In order to standardize the management of customer information and reduce the large amount of redundant data caused by the arbitrary creation of customers by sales staff, the CRM administrator can manually merge the same customers.
• Operation entry: "CRM Management - All Customers" list page

3.2.8 Return

• Business Description: Return customers to the high seas. If the customer gives up after a period of follow-up without any effect, or loses the order, it can be returned to the high seas, so that other salespersons can pick it up and follow up, or tap this customer again at a certain opportunity in the future, so that customer resources can be fully utilized.
• Business operation condition: [Status] is assigned.
• Employees or roles that can perform this action are: Responsible, Responsible Supervisor
• Business operation entry: [More] operation on the [Customer] details page,
• Remarks: If the customer is a non-high seas customer, he must first select the high seas for return. If the customer is a high seas customer, it will be directly returned to the high seas to which it belongs.
• If the customer is a non-high seas customer, he must first choose the high seas to return.
• If the customer is a high seas customer, it will be directly returned to the high seas to which it belongs.
• Return reason business description: When the person in charge returns the customer to the high seas, he needs to choose the reason for return. Business operation conditions: The "Return Reason for Salesperson" field under the "Customer" object is enabled, and return reasons can be added or deleted.
• Business description: When the person in charge returns the customer to the high seas, he needs to choose the reason for the return.
• Business operation conditions: The "Return Reason for Salesperson" field under the "Customer" object is enabled, and return reasons can be added or deleted.

3.3 High Seas Operations

3.3.1 Receive

• Business description: Enterprises can specify the allocation method of high seas customers according to the characteristics of high seas customers or business models, including two ways of employee collection or administrator allocation.
• Business conditions: the customer is a high seas customer, and the customer status is "unassigned", the high seas type is "employees can receive it visible, and the administrator can allocate it", and the number of customers of the current employee (excluding customers who have already made transactions) is less than the customer's claim limit, And it is less than the "upper limit of customer retention" configured by the system.
• Employees or roles that can perform this action are: High Seas Member
• Business operation entrance: the front-end [High Seas] list page.

3.3.2 Allocation

• Business description: In order to make reasonable use of enterprise customer resources, you can assign important customers to designated sales to ensure the customer turnover rate.
• Business conditions: the customer is a high seas customer, the customer status is "unassigned" or "assigned", and the number of customers to be allocated employees (excluding customers who have already completed transactions) is less than the upper limit of customer receiving and less than the "upper limit of customer retention" configured by the system ".
• Employees or roles that can perform this action are: High Seas Administrator
• Business operation entrance: the front-end [Global Seas] list page and detail page.

3.3.3 Transfer

• Business description: Due to various reasons such as customer scale expansion, address change or business adjustment, it is necessary to adjust the customer's high seas. In order to better allocate and manage customers, customers can be transferred from the original high seas to more suitable high seas.
• Business conditions: the customer is a high seas customer, and the customer status is "unassigned" or "assigned"
• Employees or roles that can perform this action are: High Seas Administrator
• Business operation entrance: the front-end [Global Seas] list page and detail page.

3.3.4 Withdrawal

• Business description: After the salesman receives the customer from Gaohai, the follow-up has no effect or no order for a period of time. In order to make better use of customer resources, the Gaohai administrator can take this customer back and assign it to other sales follow-ups.
• Business condition: high seas customer, and the customer status is "assigned"
• Employees or roles that can perform this action are: High Seas Administrator
• Business operation entrance: the front-end [Global Seas] list page and detail page.
• Note: You can configure multiple retraction rules in High Seas Management. See Customer and High Seas Management

3.4 General business operations of customers

• See Common List Operations for common operations on the list page
• Add sales records, see sales records for details
• Common business operations, including changing the person in charge, adding relevant team members, printing, importing, exporting, editing, voiding, deleting, etc., see Common business operations

• Contact: Status<>Obsolete & Responsible=Customer Responsible
• Opportunity: Status = In Progress & Owner = Account Owner
• Order: Status = Confirmed, Shipped, Received, Rejected, Withdrawn & Responsible = Account Responsible
• contract:status=normal&responsible=customer-responsible

• Business operations combined with collaborative office, including forwarding, scheduling, reminders, making phone calls, sending emails, etc., see Common business for details Action