1. Sales leads
1.1 Sales Lead Status Description
- Unassigned: That is, the sales leads added to the lead pool through marketing activities and entry/import are initially unassigned, or the sales leads returned to the lead pool during the follow-up process will also be converted into unassigned status.
- Pending: When the sales lead is assigned the person in charge, it is in the pending state. The default person in charge of the sales lead created by the salesperson is the current user, that is, the pending status.
- Following up: When the salesperson adds "Processing Result" or "Sales Record", the status changes to "Following Up".
- Invalid: That is, when the lead cannot be contacted with the customer during follow-up, the lead can be temporarily marked as "invalid" so that it can be followed up later.
- Converted: After the lead is converted into an account, contact or opportunity, the status of the lead becomes converted.
- Obsolete: It means that the sales lead is confirmed as spam data after verification and can be invalidated. After invalidation, only the CRM administrator can restore it.
1.2 What is the difference between sales leads and lead pools?
Sales leads: Sales leads are the original information obtained from the initial contact with customers, which can be business cards obtained from exhibitions, telephone numbers obtained through promotional activities, or simple customer information obtained from meetings, advertisements, external purchases, etc., and then through Management and follow-up can be converted into customers.
Lead pool: Leads can be divided into different lead pools according to different industries, different regions, and different states for management, such as lead pools in Shanghai, lead pools in Beijing, lead pools in education, lead pools in financial industries, etc. Lead pools support settings Mechanisms such as timeout, automatic allocation, and recycling.
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1.3 Instructions for lead pool administrators and members
Administrator: The clue pool administrator has all the permissions of the clue pool, including assigning, withdrawing or transferring clues to other clue pools.
Clue pool members: You can view and claim unassigned clues in the clue pool, or be assigned to clue pool members by the administrator.
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1.4 When collecting clues, it will prompt that the number of holdings has reached the upper limit
The upper limit of clue collection: the clue pool can be set to receive online, that is, the maximum amount of clues that each clue pool member can receive. If you encounter this problem: 1. Return the clues under your name to release the reserved amount 2. Contact the clue pool administrator to increase it appropriately Ownership
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1.5 When a lead is converted into a customer, will the follow-up records be synchronized?
You can check whether to synchronize sales records when sales leads are converted.
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1.6 The sales lead is marked as invalid, how to change it back to continue to follow up?
Three dots on the thread details page - click on follow up, the thread status will change to follow up state again
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1.7 Which actions will be counted as follow-up actions of sales leads
Management - business rule management - clue and clue pool management - clue follow-up rules, which can define which actions are counted as follow-up behavior of clues, follow-up behavior will affect the "last follow-up time" of the clue, and then affect the recovery of clues time
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1.8 Why can't some sales leads be invalidated, indicating that there is no authority?
1. If the clue is not supported in the approval process, it will be invalidated;
2. Whether the status of the thread is converted;
Clues in the above two cases cannot be voided.
2. Customers
2.1 The difference between high seas customers and non-high seas customers
High seas customers: centralized and unified management of customers with the same characteristics, such as unified allocation, recovery or transfer, to maximize the use of customer resources.
Non-high seas customers: Non-high seas customers are customers who do not belong to any high seas, and generally refer to self-developed customers.
2.2 High Seas Stewards and Members
High seas administrator: has all the authority of high seas, including configuration of high seas rules, assigning high seas customers, taking back high seas customers or transferring customers to other high seas.
High seas members: High seas members can view and claim unassigned customers in high seas, or assign high seas customers to designated high seas members by the administrator.
2.3 I don't know why the customer was withdrawn?
A: ① Click on the customer details page, check the modification records under the customer to determine whether this customer is a high seas customer or a non-high seas customer before recycling
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②Confirm the corresponding high seas/non-high seas recycling rules
a. If you are a high seas customer before recycling, check the corresponding high seas recycling rules.
a1. First look at the priority configuration
a2. Look at which priority the data field matches
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b. If it is a non-high seas customer, check the non-high seas rules in the background (the rest of the investigation steps are the same as above)
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2.4 The customer's final follow-up time is different, but why the remaining retention time is the same?
You need to look at the high seas and non-high seas rules in the background. Edit the recovery rules without checking the number of days in the past. If you don’t check it, restart the calculation according to the time of the editing rules
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2.5 What actions will be counted as customer follow-up actions
Management - business rule management - customer and high seas management - customer follow-up rules, which can define which actions are counted as customer follow-up behavior, follow-up behavior will affect the customer's "last follow-up time", and then affect the customer recovery time
2.6 How does the customer's "deal status" change?
The transaction status is divided into: ① not completed; ② completed; ③ multiple transactions, the change of the customer's transaction status is affected by the transaction rules in the background
The transaction rules are divided into: 1) preset transaction rules; 2) custom transaction rules
2.6.1 Preset transaction rules:
①Business Opportunity/Business Opportunity 2.0 win order: After the business opportunity wins the order, the transaction status will automatically change to 【Completed】
②Create a new sales order (life status = normal): After the sales order is created and approved, the transaction status will automatically change to 【Completed】
③Create a new contract (life status = normal): After the contract is created and approved, the transaction status will automatically change to [Completed]
When the salesperson performs relevant operations within the rules on the customer data, the customer status will change to [contracted/multiple transactions], and the last transaction time will be automatically updated, which will affect the customer's recovery time.
2.6.2 Custom transaction rules:
Custom transaction rules: [Contract status] and [Last transaction time] fields will support new creation, update import and process (workflow, business process, approval flow) after action changes
For post-process action configuration, you can go to [Process Management] to select the relevant process for configuration.
2.7 How to modify the customer name/Can't the customer name be modified directly?
1. The CRM administrator can edit and modify the customer name in the management - data maintenance tool - all customer interface
2. In the customer and public sea management in the management background - customer rule settings - allow to modify the customer name check, other CRM roles can edit the customer name by themselves.
2.8 High Seas customers are reminded that the amount of stock has reached the upper limit when claiming
Whether the upper limit of customers' collection is limited by the "upper limit of customer retention" can be set at the upper limit of customer retention. If the customer retention includes the high seas claim limit, if a high seas member's "customer retention limit" is 10, and the collection limit is 20, then this member can claim up to 10 high seas customers.
2.9 The prompt for new customer is repeated.
1. CRM supports the customer duplication mechanism. If you are prompted for duplication when creating a customer, you need the administrator to look at the management-preset object management-customer-duplicate check rules, and the data entry that meets the duplicate check rules will prompt duplication;
2. If there is a duplication prompt when entering the customer, and it cannot be retrieved in the CRM customer, you need to check the background - data maintenance tool - recycle bin to see if there is an obsolete customer, and the obsolete data will also be verified for duplication and needs to be completely deleted or restore
2.10 Can the invalidated customer recover?
You can let the crm administrator find and restore this customer in the management background - data maintenance tool - recycle bin.
3. Business opportunities
3.1 Can the order be reactivated if I accidentally clicked the lost order at the business opportunity stage?
1. The corresponding CRM role needs to reactivate the "reactivation" permission for the "open business opportunity" stage of the business opportunity.
2. When configuring the propeller of the business opportunity stage, for the corresponding final state (win order/lose order/invalid, etc.), you need to check "whether to support reactivation after entering this stage".
3.2 What is the reason why the business opportunity process cannot be seen when creating a new business opportunity?
Need to check if the opportunity creator is in scope of the sales process.
3.3 Now we want to cancel the setting that when creating a new business opportunity, the business opportunity details must be filled in before it can be saved. How do we do it?
In the detail object of business opportunity, select Whether the subordinate object is mandatory when creating a new master object as No.
3.4 The task handler of the business opportunity stage is set to be the person in charge of the business opportunity, but the person in charge is changed for the business opportunity, and the stage task restores to the person in charge
For the tasks that have been generated, you need to click the "Re-analyze the processor" button to re-analyze the processor, as shown in the figure
3.5 After modifying the business opportunity stage, how can it take effect on the historical business opportunity data that has been created?
This feature requires gray scale applications, phase boosters are applied to historical data.