This topic describes how salespeople manage their customers in the CRM.
Prerequisites
Create employee accounts for the staff who will use this feature. Assign roles and configure permissions for these accounts. For more information, see Employee Management and Permission Management.
Create a new customer
Because each business has different requirements for customer information, Cloud Business Opportunities provides a default template that you can customize. For more information, see Customer information template.
The following are the customer source channels:
Import from business opportunities: In the Sourcing and Procurement module, after you submit a quote for a Request for Quotation (RFQ), or in the Find Enterprises section, after you unlock a customer, you can click Add Customer. After you provide the required information, the customer is synced to My Customers.
Claim from the public pool: You can claim customers that are not being followed up on by any salesperson. To do this, go to Customer Management > Customer Public Pool and click Claim for the desired customer.
Create a new customer: To add customers acquired offline, go to Customer Management > My Customers and click New Customer.
Customer duplicate check
Because each business has different rules for checking for duplicate customers, Cloud Business Opportunities provides a default template with rules that you can customize. For more information, see Duplicate check rules.
If a new customer matches the duplicate check rules, the system displays a "Customer already exists" message during creation.
View and follow up on my customers
Go to the Enterprise Procurement workbench and click Customer Management > My Customers to view the customers you are following up on. You can use combined filters to find specific customers.
You can perform the following operations:
View details: Click Details to view the customer's follow-up history and related information.
Follow up: If you have an update on a customer, click Follow up and enter the details of your interaction to record the customer's activity.
Because each business has different requirements for follow-up records, the Enterprise Procurement CRM provides a default template that you can customize. For more information, see Follow-up record template.
Release: If you no longer want to follow up on a customer, click Release and provide a reason. The customer is then moved to the Customer Public Pool, where other salespeople can claim them.
Do not release customers without careful consideration. If you release a customer and want to claim them again, you must wait for a cool-down period to end.
Change owner: Transfer ownership of a customer from one employee to another.
Customer follow-up rules
Sales managers can set follow-up rules to prevent customer churn caused by a lack of engagement. These rules ensure that salespeople actively follow up with the customers they have claimed. For more information, see Customer follow-up rules.
If follow-up rules are active, customers in a salesperson's My Customers list may be automatically released if the rules are not met.