CRM
Purpose
The CRM accompanies the path from first interest to close — and does so on the same master data that the work continues on afterwards.
That is the real difference from a standalone sales tool: a won deal is not exported here but becomes the quote, the project, the contract. The customer created in sales is the same customer invoiced later. There is no handover and therefore no place where details drift apart.
Scope
- Leads as not yet qualified opportunities, with scoring, source, their own pipeline and
conversion into customer, contact and deal in one step.
- Deals along configurable pipelines with stages, closing probability, weighted value, recurring
revenue and loss reasons.
- Forecast by expected close month, in several readings from unweighted to worst case.
- Funnel analysis with conversion per stage, dwell time, loss reasons and activity.
- Activities — notes, tasks, calls, meetings, emails — always tied to the case.
- Sales sequences for automated follow-up with an exit on reply.
- Pipeline routing for automatic assignment of pipeline, stage and ownership, including
round-robin distribution.
- Personal mailbox connection, so that incoming mail lands in the customer history unaided.
- Duplicate detection for customers and leads with a traceable reason for the suspicion.
- Two-level visibility: your own records or everyone's — separately per permission for leads,
deals and activities.
Interplay
The CRM works on the core's customer base, not on a copy of its own. Dispatch runs through communication, follow-up automation through the automation engine. From a won deal come — depending on the installed modules — a quote, project, contract or licence.
Limits
- Not a marketing tool. Bulk sending, campaigns and recipient lists are separate modules; the CRM
pursues individual cases.
- No substitute for the rule engine. Sequences cover sales follow-up; everything else belongs in
- A deal is not a document. It records the opportunity; the invoice arises from the quote, see
- Duplicate detection proposes; it does not decide. Merging remains a deliberate act.
- Without maintained stage probabilities and loss reasons, forecast and funnel analysis produce
figures without meaning. The quality of those catalogues is the quality of the analysis.