CRM

The Customer Relationship Management (CRM) subsystem in ERP.net is used to manage customer relationships and other front-office activities of a company. It forms the foundation for managing customer interactions, from initial contact and opportunity tracking to final invoicing, ensuring full traceability across all customer-related processes.

General concepts and processes

CRM manages the following sequence of documents and activities:

Activity → Opportunity → Offer → Sales order → Invoice order → Invoice

• Activity – A generic action related to a party. Supports calendar appointments, reminders, questionnaires, and other activities such as meetings, visits, and contracts.
• Opportunity – A sales prospect with expected revenue and probability. Does not include line-level detail.
• Offer – A formal sales proposal (quote) that includes line items and allows optional selection of accepted items.
• Sales order – The main sales document created from the customer’s order. It initiates the logistics and financial processes related to the sale.
• Invoice order – An internal document used to track invoices that must be issued.
• Invoice – A legal and financial document that finalizes the sales process.

Note

The above diagram shows only the CRM part of the whole process.
The full process involves many different modules of the ERP system.

Structure

The CRM module consists of several submodules, each managing a specific aspect of the customer relationship and sales process.

Module	Description
Invoicing	Oversees the invoicing process, including invoice orders and issued invoices.
Marketing	Plans and executes marketing campaigns and manage distribution channels.
POS	Manages point-of-sale operations in physical retail environments.
Presales	Handles opportunities, quotations, and pricing discussions.
Pricing	Creates bonus programs, line discounts, product prices, promotional packages and similar price-related entities.
Sales	Manages sales order documents.
Sales Force	Manages sales personnel, their group structures, assignment rules, and performance targets, providing tools to define, organize, and track the activities and objectives of sales representatives within the CRM framework.
Subscriptions	Handles agreements with customers for periodic delivery of services and billing.
Client Center	Offers a single platform for customer engagement and self-service.