Customer Relationship Management (CRM)

Overview

The BigLedger CRM module provides a comprehensive solution for managing customer relationships, sales pipelines, and marketing campaigns. Built to help businesses understand, engage, and retain customers more effectively, it integrates seamlessly with all other BigLedger modules.

Key Features

👥 Contact Management

Customer Database

360-Degree View: Complete customer profile with all interactions
Contact Information: Multiple addresses, phones, emails
Company Hierarchy: Parent/child company relationships
Contact Roles: Decision makers, influencers, users
Custom Fields: Industry-specific data capture
Tags & Segmentation: Flexible categorization
Activity Timeline: Complete interaction history
Document Storage: Contracts, proposals, correspondence

Lead Management

Lead Capture: Web forms, email, API integration
Lead Scoring: Automatic qualification based on criteria
Lead Assignment: Round-robin or rule-based distribution
Lead Nurturing: Automated follow-up sequences
Duplicate Detection: Prevent duplicate entries
Lead Source Tracking: ROI analysis by channel

💼 Sales Pipeline Management

Opportunity Tracking

Visual Pipeline: Kanban-style deal management
Custom Stages: Configure to match your sales process
Probability Weighting: Forecast accuracy
Deal Value Tracking: Products, services, recurring revenue
Competitor Tracking: Win/loss analysis
Activity Requirements: Stage-based task automation

Sales Process Automation

Workflow Automation: Trigger actions based on events
Email Templates: Personalized mass communication
Quote Generation: Professional proposals
Contract Management: E-signatures and tracking
Commission Calculation: Automatic sales compensation

📊 Sales Analytics

Performance Metrics

Sales Dashboard: Real-time KPIs
Pipeline Analytics: Conversion rates by stage
Forecast Reports: Revenue predictions
Team Performance: Individual and team metrics
Activity Reports: Calls, meetings, emails
Win/Loss Analysis: Reason tracking

Advanced Analytics

Sales Velocity: Time to close analysis
Customer Lifetime Value: CLV calculations
Churn Prediction: AI-powered risk scoring
Next Best Action: AI recommendations
Territory Analysis: Geographic performance

📧 Marketing Integration

Campaign Management

Multi-channel Campaigns: Email, SMS, social
Campaign ROI: Track costs and returns
A/B Testing: Optimize messaging
Landing Pages: Integrated form builder
Marketing Automation: Nurture sequences

Email Marketing

Email Builder: Drag-and-drop designer
Personalization: Dynamic content
Segmentation: Target specific audiences
Analytics: Open rates, clicks, conversions
Compliance: GDPR, CAN-SPAM support

🎯 Customer Service

Case Management

Ticket System: Track customer issues
SLA Management: Service level tracking
Knowledge Base: Self-service portal
Escalation Rules: Automatic routing
Customer Portal: Self-service access

Communication Channels

Email Integration: Two-way sync
Phone Integration: Click-to-call, call logging
Chat Integration: Live chat support
Social Media: Monitor and respond
SMS: Two-way messaging

Configuration

Initial Setup

Step 1: Sales Process Configuration

Sales Pipeline:
  Stages:
    - name: Prospecting
      probability: 10%
      activities: ["Initial Contact", "Qualification Call"]
    - name: Qualification
      probability: 25%
      activities: ["Needs Analysis", "Budget Confirmation"]
    - name: Proposal
      probability: 50%
      activities: ["Send Proposal", "Follow-up"]
    - name: Negotiation
      probability: 75%
      activities: ["Contract Review", "Final Terms"]
    - name: Closed Won
      probability: 100%
      activities: ["Contract Signed", "Kickoff"]

Step 2: Lead Scoring Rules

{
  "scoring_rules": [
    {"criteria": "company_size > 100", "points": 20},
    {"criteria": "industry = 'Technology'", "points": 15},
    {"criteria": "visited_pricing_page", "points": 10},
    {"criteria": "downloaded_whitepaper", "points": 5},
    {"criteria": "email_opened > 3", "points": 5}
  ],
  "qualification_threshold": 50
}

Team Structure

Sales Roles and Permissions

Role	Permissions
Sales Manager	Full access, team reports, territory management
Account Executive	Own deals, contacts, activities
Sales Development Rep	Leads, initial qualification
Sales Operations	Reports, configuration, workflows

Integration

BigLedger Module Integration

Financial Accounting: Invoice generation, payment tracking
POS: Customer purchase history, loyalty status
Inventory: Product availability, pricing
Projects: Project delivery tracking
Support: Case history, SLA management

Third-Party Integrations

Email: Gmail, Outlook, Exchange
Calendar: Google Calendar, Outlook Calendar
Phone Systems: VoIP integration
Marketing Tools: Mailchimp, HubSpot
Social Media: LinkedIn, Twitter, Facebook

Best Practices

Data Quality

Regular Data Cleansing
- Deduplicate records
- Update outdated information
- Verify email addresses
- Standardize data formats
Data Entry Standards
- Required fields enforcement
- Validation rules
- Naming conventions
- Address standardization

Sales Process Optimization

Pipeline Management
- Regular pipeline reviews
- Stage velocity tracking
- Bottleneck identification
- Win rate improvement
Activity Management
- Daily activity goals
- Call/email templates
- Follow-up automation
- Task prioritization

Reporting

Standard Reports

Sales Pipeline Report
Forecast Report
Activity Report
Lead Source Analysis
Customer Acquisition Cost
Sales Cycle Length
Territory Performance
Product Performance

Custom Dashboards

Create personalized dashboards with:

Real-time widgets
Custom KPIs
Drill-down capabilities
Export functionality
Scheduled delivery

Mobile CRM

Features

Full CRM access on mobile
Offline capability
GPS check-in
Voice notes
Business card scanning
Mobile signatures

Supported Platforms

iOS (iPhone and iPad)
Android
Progressive Web App