CRM - Customer Relationship Management
CRM is an S-Tier solution supporting the entire B2B manufacturing customer lifecycle. It provides core capabilities including account and contact management, lead and opportunity pipeline, quotations and contracts, service requests, campaigns, competitor intelligence, customer satisfaction (NPS), and privacy/GDPR (consent records, retention policies, erasure requests, data export, impact assessments). S-Tier extensions include marketing automation (7 tables: email templates, email campaigns, lead nurturing sequences, nurturing steps, lead scoring rules, web forms, form submissions), customer success (5: health scores, churn risk indicators, success plans, CS plan milestones, customer touchpoints), sales forecasting (3: pipeline snapshots, sales forecasts, forecast adjustments), self-service portal (3: knowledge base articles, portal users, portal cases), sales territory (3: territories, territory assignments, territory-account mapping), contract renewal (2: renewal opportunities, contract amendments), partner channel (3: channel partners, deal registrations, partner performance), and revenue intelligence (2: deal insights, engagement analytics). It integrates with the ERP solution's partners table via loose coupling to unify account and trading partner information.
Solution Scale
| Category | Count | Description |
|---|
| Tables | 53 | 51 domain + 2 system |
| Relationships | 28+ | 20 domain + 8 SYSTEM_REF + GDPR/S-Tier |
| Workflows | 9 | Lead conversion, customer complaint, campaign management, GDPR erasure, marketing campaign execution, customer success management, contract renewal, partner deal registration, lead scoring |
| Admin Screens | 30+ | Lists / dashboards |
| Dashboard Widgets | 17 | KPI cards, line charts, pie charts, bar charts, gauge charts, stat cards |
Core Domains
Document Structure
| Document | Contents | Tables |
|---|
| Customer Management | Accounts, Contacts, Activities, Customer Satisfaction, Competitor Info | 5 |
| Lead & Sales | Leads, Lead Activities, Opportunities, Opportunity Products, Sales Targets | 5 |
| Quotation & Contract | Quotations, Quotation Items, Contracts, Contract Milestones | 4 |
| Service Management | Service Tickets, Ticket Actions, Campaigns, Campaign Members | 4 |
| Privacy / GDPR | Consent Records, Retention Policies, Erasure Requests, Data Export Logs, Privacy Impact Assessments | 5 |
| S-Tier Extensions | Marketing Automation, Customer Success, Sales Forecasting, Self-Service Portal, Sales Territory, Contract Renewal, Partner Channel, Revenue Intelligence | 28 |
| Menu Group | Primary Screens |
|---|
| Customer Management (TeamOutlined, sales) | Account List, Contact List |
| Lead Management (UserAddOutlined, sales) | Lead List, Lead Activity History |
| Sales Management (FundOutlined, sales) | Opportunity Pipeline, Opportunity Products List, Sales Target Management |
| Quotation / Contract (FileProtectOutlined, sales) | Quotation List, Quotation Items List, Contract List, Contract Milestones List |
| Service Management (CustomerServiceOutlined, sales) | Service Ticket List, Ticket Action History, Activity History View, Customer Satisfaction View |
| Campaign / Analytics (LineChartOutlined, sales) | Campaign Management, Campaign Member Management, Competitor Info Management |
| Privacy / GDPR (LockOutlined, sales) | Consent Records, Retention Policies, Erasure Requests, Data Export Logs, Privacy Impact Assessments |
| Sales Analytics (DashboardOutlined, sales) | CRM Dashboard |
Workflow List
| Workflow | Nodes | Trigger | Key Process |
|---|
| Lead-to-Customer Conversion (WF1) | ~14 | Lead registration | Receive -> Register -> Record contact -> Evaluate opportunity -> Conversion approval -> [Approve -> Create quotation -> Send email -> Contract negotiation -> Contract signing -> Register customer master / Reject -> Notification] -> Complete |
| Customer Complaint (WF2) | ~13 | Complaint received | Receive -> Root cause analysis -> Solution approval -> [Approve -> Customer response -> Result notification -> Satisfaction survey -> Record / Reject -> Reanalysis notification] -> Complete |
| Campaign Management (WF3) | ~12 | Campaign registration | Plan -> Approval -> [Approve -> Extract targets -> Send -> Track responses -> ROI analysis -> Report / Reject -> Notification] -> Complete |
| GDPR Erasure Request (WF4) | ~10 | Erasure request received | Receive -> Identity verification -> DPO approval -> [Approve -> Data deletion/anonymization -> Export log -> Notification / Reject -> Notification] -> Complete |
| Marketing Campaign Execution (WF5) | ~12 | Campaign execution request | Segment extraction -> Template selection -> Schedule setup -> Email send -> Result tracking -> [Response rate branch -> Register nurturing / Complete] -> Report generation -> Complete |
| Customer Success Management (WF6) | ~11 | Health score trigger | Health score calculation -> Risk level branch -> [At risk -> Churn alert -> Success plan creation -> QBR scheduling -> Milestone tracking / Healthy -> Scheduling] -> Result review -> Complete |
| Contract Renewal (WF7) | ~12 | Contract expiration trigger | Auto-create renewal opportunity -> Check health score -> Churn risk branch -> [At risk -> CSM intervention / Normal] -> Prepare quotation -> Renewal negotiation -> Contract amendment processing -> Completion notification -> Complete |
| Partner Deal Registration (WF8) | ~10 | Deal registration submitted | Submit -> Duplicate check / Eligibility verification -> Channel manager review -> [Approve -> Link opportunity -> Track progress / Reject -> Feedback] -> Complete |
| Lead Scoring (WF9) | ~8 | Lead activity trigger | Activity trigger -> Apply scoring rules -> MQL threshold branch -> [MQL reached -> Mark / Notify -> Assign rep / MQL not reached -> Register nurturing] -> Complete |
| Widget | Type | Data Source | Description |
|---|
| Win Rate | KPI Card | opportunities | Win ratio against total opportunities |
| Customer Satisfaction NPS | KPI Card | customer_satisfaction | Average NPS score |
| Pipeline Total Value | KPI Card | opportunities | Sum of expected amounts for active opportunities |
| Average Deal Size | KPI Card | crm_contracts | Average contract value per won deal |
| Monthly Revenue Trend | Line Chart | opportunities | Won deal amounts over the last 12 months |
| Monthly Lead Inflow Trend | Line Chart | leads | New lead count trend over the last 12 months |
| Lead Source Distribution | Pie Chart | leads | Lead distribution by acquisition channel |
| Account Tier Distribution | Pie Chart | accounts | Account distribution by tier/grade |
| Opportunity Pipeline | Bar Chart | opportunities | Opportunity count and expected amounts by sales stage |
| Sales Target Achievement | Bar Chart | sales_targets | Target vs. actual achievement by sales representative |
| SLA Compliance Rate | Gauge Chart | service_tickets | SLA compliance ratio for service tickets |
| Lead Conversion Rate | Gauge Chart | leads | Lead-to-customer conversion ratio |
| Active Accounts | Stat Card | accounts | Total number of currently active accounts |
| Open Service Tickets | Stat Card | service_tickets | Number of currently unresolved service tickets |
| Active Campaigns | Stat Card | campaigns | Number of currently running campaigns |
| GDPR Compliance Rate | Gauge Chart | crm_erasure_requests | Erasure request completion ratio |
| Pending Erasure Requests | Stat Card | crm_erasure_requests | Number of currently pending erasure requests |
Cross-Solution Integration
| Integration Target | Integration Details | Reference Method |
|---|
| ERP | Account-to-partner linkage (loose coupling) | accounts.erp_partner_id -> ERP partners.id |
| ERP | Quotation item-to-product reference (cross-solution) | crm_quotation_items.item_id -> ERP items.id |
| ERP | Service ticket-to-product reference (cross-solution) | service_tickets.product_id -> ERP items.id |
The CRM solution integrates with the ERP solution's partners table via loose coupling. CRM accounts are mapped to ERP trading partners through accounts.erp_partner_id. Quotation items (crm_quotation_items.item_id) and service tickets (service_tickets.product_id) reference ERP product items. This ensures consistent connectivity across sales, finance, and logistics processes.
CRM Entity Relationship Diagram