From cdc335dd3888187145dd7c316529ace730e83fb5 Mon Sep 17 00:00:00 2001 From: hkostadinov28 Date: Mon, 29 Dec 2025 18:28:49 +0200 Subject: [PATCH 1/6] Improve CRM overview documentation MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Reworked CRM overview with a clear Lead-to-Order and Lead-to-Cash explanation. Added structured descriptions of Leads, Parties, Opportunities, and Sales Representatives. This update aligns the CRM documentation with the standard structure used across @@name docs: Overview → Step by Step → Setting Up → Concepts. --- modules/crm/index.md | 141 ++++++++++++++++++++++++++++++++++--------- 1 file changed, 113 insertions(+), 28 deletions(-) diff --git a/modules/crm/index.md b/modules/crm/index.md index 7def0f2c0..832eb420d 100644 --- a/modules/crm/index.md +++ b/modules/crm/index.md @@ -1,37 +1,122 @@ -# CRM +# CRM Overview -The Customer Relationship Management (CRM) subsystem in @@name 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. +CRM in @@name organizes the work with potential and existing customers through clearly defined records and documents – **Leads, Contacts, Opportunities, Offers, and Orders**. +The system guides the user step by step – from the first contact, through a potential deal, to a completed sale. -## General concepts and processes +CRM in @@name manages the entire sales process – from the initial signal of interest to order creation and invoicing. It is designed to structure sales activities through clearly defined records, roles, and steps, making the process easy to use for sales teams and reliable from a data integrity perspective. -CRM manages the following sequence of documents and activities: +In practice, CRM becomes essential when sales teams start to grow. That is why @@name treats the **Sales Representative** as a core part of the CRM process — Leads can be assigned to a sales person, and every Opportunity has a leading sales representative responsible for driving the deal forward. -> *Activity* → *Opportunity* → *Offer* → *Sales order* → *Invoice order* → *Invoice* +CRM in @@name allows you to start with minimal information, add structure only when it becomes necessary, and manage deals in a way that is traceable, accountable, and sustainable as teams and workload grow. -- **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. +## How @@name views the CRM process -## Structure +The **Lead to Cash** process is an established best practice in many CRM systems and describes the path from the first contact to actual revenue realization. @@name builds on these best practices and implements the process in an elegant and practical way, clearly separating the different stages and record types. -The CRM module consists of several **submodules**, each managing a specific aspect of the customer relationship and sales process. +The main CRM flow in @@name looks as follows: -| Module | Description | -|---------|-------------| -| **[Invoicing](https://docs.erp.net/tech/modules/crm/invoicing/index.html?q=crm%20Invoicing)** | Oversees the invoicing process, including invoice orders and issued invoices. | -| **[Marketing](https://docs.erp.net/tech/modules/crm/marketing/index.html)** | Plans and executes marketing campaigns and manage distribution channels. | -| **[POS](https://docs.erp.net/tech/modules/crm/pos/index.html)** | Manages point-of-sale operations in physical retail environments. | -| **[Presales](https://docs.erp.net/tech/modules/crm/presales/index.html?q=crm)** | Handles opportunities, quotations, and pricing discussions. | -| **[Pricing](https://docs.erp.net/tech/modules/crm/pricing/index.html)** | Creates bonus programs, line discounts, product prices, promotional packages and similar price-related entities. -| **[Sales](https://docs.erp.net/tech/modules/crm/sales/index.html?q=crm%20Sales)** | Manages sales order documents. | -| **[Sales Force](https://docs.erp.net/tech/modules/crm/sales-force/index.html)** | 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](https://docs.erp.net/tech/modules/crm/sales-force/index.html)** | Handles agreements with customers for periodic delivery of services and billing. -| **[Client Center](https://docs.erp.net/tech/modules/crm/clientcenter/index.html)** | Offers a single platform for customer engagement and self-service. | +--- + +Lead → (qualification / identification) → Party (Contact / Company) → Opportunity → Offer → Sales Order → Invoice + +--- + +## Lead + +A **Lead** is a record representing a potential contact. It contains limited information and is created quickly – its purpose is to register interest in the system without burdening the user with unnecessary requirements or mandatory fields. + +--- + +## Party (Person / Company) + +A **Party** is a structured business entity – a registered company or individual for which minimal but required attributes must be provided. These are the data points the system expects in order for the process to continue – deals, offers, orders, and invoices. + +@@name requires a Party to be identified before an **Opportunity** can be created. This is not a limitation, but a guarantee that every real deal has a solid data foundation – a system record from which the entire process can continue consistently. + +--- + +## Opportunity + +An **Opportunity** represents a potential deal – a business opportunity that is always linked to a specific Party. Multiple Opportunities may exist for a single Party (Person / Company). + +An Opportunity reflects a specific expressed interest and a concrete possibility for a deal. From a single Opportunity, multiple offers can be created, which is one of the practical advantages of the system – it provides traceability of how many proposals were made before reaching a **Sales Order**. + +Each Opportunity is linked not only to a Party, but also to a **leading Sales Representative**, ensuring clear ownership, accountability, and visibility over who is responsible for moving the deal through the pipeline. + +--- + +## Lead to Order and Lead to Cash – what is the difference + +In CRM documentation, two terms are commonly used: **Lead to Order** and **Lead to Cash**. +In @@name, they have a clear and practical meaning. + +### Lead to Order + +**Lead to Order** covers the CRM part of the process — the path from the first contact to a confirmed sale. +The focus here is on: + +- collecting and qualifying potential customers (Lead), +- creating records for real business partners (Party), +- managing the sales opportunity (Opportunity), +- preparing a proposal (Offer), +- reaching a confirmed order (Sales Order). + +This is the stage where the sale is agreed and under control. + +--- + +### Lead to Cash + +**Lead to Cash** covers the entire process. It includes the steps already described in Lead to Order and continues with the invoicing of the deal. + +The process includes: + +- preparation for invoicing (Invoice Order), +- issuing an invoice (Invoice), +- tracking due payments (depending on the modules and settings used). + +In other words, if **Lead to Order** answers the question +*“Have we closed the deal?”*, +then **Lead to Cash** answers +*“Have we completed it financially?”*. + +--- + +## What follows from the logic of the CRM process + +This model has direct practical implications: + +- the system controls the creation of Opportunities and requires the necessary company data (Party) that will be needed later in the process; +- the process guides the user and does not allow skipping key stages; +- each subsequent step has the required information available; +- the process remains clear for sales users, administrators, and management alike. + +This makes CRM in @@name predictable, learnable, and sustainable over time. + +--- + +## What you will find in this section + +The CRM documentation is organized to guide you gradually from the big picture to the details: + +- **Presales** – working with Leads, Opportunities, and Offers +- **Sales** – how offers are converted into orders +- **Pricing** – defining prices, discounts, and rules +- **Invoicing** – controlling the invoicing process, including Invoice Orders and issued invoices +- **Marketing** – planning and executing marketing campaigns and managing distribution channels +- **Sales Force** – managing sales personnel, group structures, task assignment rules, and targets +- **Subscriptions** – agreements for recurring services and periodic invoicing +- **POS** – managing point-of-sale operations in physical retail locations +- **Client Center** – configuring a platform for customer engagement and self-service + +--- + +## Getting started with CRM in @@name + +If you are setting up the CRM module for the first time, it is recommended to start simple and follow the natural flow of the system. + +Begin by exploring the **Presales** functionality to understand how Leads, Parties, and Opportunities work together and how interest is gradually converted into real sales potential. This will give you a clear picture of the core CRM logic without requiring complex configuration upfront. + +Once the core flow is in place, you can extend the process step by step with additional capabilities such as **Marketing**, **Sales Force rules**, **Subscriptions**, **POS**, or **Client Center**, depending on your business needs. From 5e5cce97e2758ab1c6974318a63522d9f2335a99 Mon Sep 17 00:00:00 2001 From: hkostadinov28 Date: Tue, 30 Dec 2025 10:31:24 +0200 Subject: [PATCH 2/6] Refine CRM overview wording and flow MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Refined CRM overview text to improve clarity and consistency. Adjusted Lead description to reflect flexible data capture. Aligned Sales Representative and Sales Person terminology. Improved practical guidance around sales team visibility and results. Clarified the recommended Presales → Sales progression when getting started. --- modules/crm/index.md | 38 +++++++++++++++++++++++--------------- 1 file changed, 23 insertions(+), 15 deletions(-) diff --git a/modules/crm/index.md b/modules/crm/index.md index 832eb420d..628705c5b 100644 --- a/modules/crm/index.md +++ b/modules/crm/index.md @@ -5,7 +5,7 @@ The system guides the user step by step – from the first contact, through a po CRM in @@name manages the entire sales process – from the initial signal of interest to order creation and invoicing. It is designed to structure sales activities through clearly defined records, roles, and steps, making the process easy to use for sales teams and reliable from a data integrity perspective. -In practice, CRM becomes essential when sales teams start to grow. That is why @@name treats the **Sales Representative** as a core part of the CRM process — Leads can be assigned to a sales person, and every Opportunity has a leading sales representative responsible for driving the deal forward. +In practice, CRM becomes essential when sales teams start to grow. That is why @@name treats the **Sales Representative (Sales Person)** as a core part of the CRM process — Leads can be assigned to a sales person, and every Opportunity has a leading sales representative responsible for driving the deal forward. CRM in @@name allows you to start with minimal information, add structure only when it becomes necessary, and manage deals in a way that is traceable, accountable, and sustainable as teams and workload grow. @@ -19,13 +19,16 @@ The main CRM flow in @@name looks as follows: --- -Lead → (qualification / identification) → Party (Contact / Company) → Opportunity → Offer → Sales Order → Invoice +Lead → (qualification / identification) → Party (Person / Company) → Opportunity → Offer → Sales Order → Invoice --- ## Lead -A **Lead** is a record representing a potential contact. It contains limited information and is created quickly – its purpose is to register interest in the system without burdening the user with unnecessary requirements or mandatory fields. +A **Lead** is a record representing a potential contact. It can store as much information as needed, but it is designed to be created quickly, without enforcing a large number of mandatory fields. + +The purpose of the Lead is to capture interest in the system with minimal friction, while still allowing additional details, classifications, and custom fields to be added whenever they are available or relevant. + --- @@ -43,7 +46,7 @@ An **Opportunity** represents a potential deal – a business opportunity that i An Opportunity reflects a specific expressed interest and a concrete possibility for a deal. From a single Opportunity, multiple offers can be created, which is one of the practical advantages of the system – it provides traceability of how many proposals were made before reaching a **Sales Order**. -Each Opportunity is linked not only to a Party, but also to a **leading Sales Representative**, ensuring clear ownership, accountability, and visibility over who is responsible for moving the deal through the pipeline. +Each Opportunity is assigned to a **leading Sales Person**, ensuring clear ownership, accountability, and visibility over who is responsible for advancing the deal through the sales process. --- @@ -91,6 +94,7 @@ This model has direct practical implications: - the system controls the creation of Opportunities and requires the necessary company data (Party) that will be needed later in the process; - the process guides the user and does not allow skipping key stages; - each subsequent step has the required information available; +- sales activities become structured, visible, and traceable, making it clear which sales person is working on what and how deals progress; - the process remains clear for sales users, administrators, and management alike. This makes CRM in @@name predictable, learnable, and sustainable over time. @@ -101,22 +105,26 @@ This makes CRM in @@name predictable, learnable, and sustainable over time. The CRM documentation is organized to guide you gradually from the big picture to the details: -- **Presales** – working with Leads, Opportunities, and Offers -- **Sales** – how offers are converted into orders -- **Pricing** – defining prices, discounts, and rules -- **Invoicing** – controlling the invoicing process, including Invoice Orders and issued invoices -- **Marketing** – planning and executing marketing campaigns and managing distribution channels -- **Sales Force** – managing sales personnel, group structures, task assignment rules, and targets -- **Subscriptions** – agreements for recurring services and periodic invoicing -- **POS** – managing point-of-sale operations in physical retail locations -- **Client Center** – configuring a platform for customer engagement and self-service +- **[Presales](./presales/index.md)** – working with Leads, Opportunities, and Offers +- **[Sales](./sales/index.md)** – how offers are converted into orders +- **[Pricing](./pricing/index.md)** – defining prices, discounts, and rules +- **[Invoicing](./invoicing/index.md)** – controlling the invoicing process, including Invoice Orders and issued invoices +- **[Marketing](./marketing/index.md)** – planning and executing marketing campaigns and managing distribution channels +- **[Sales Force](./sales-force/index.md)** – managing sales personnel, group structures, task assignment rules, and targets +- **[Subscriptions](./subscriptions/index.md)** – agreements for recurring services and periodic invoicing +- **[POS](./pos/index.md)** – managing point-of-sale operations in physical retail locations +- **[Client Center](./client-center/index.md)** – configuring a platform for customer engagement and self-service + --- ## Getting started with CRM in @@name -If you are setting up the CRM module for the first time, it is recommended to start simple and follow the natural flow of the system. +If you are setting up the CRM module for the first time, it is recommended to start simple and follow the natural flow of the sales process. -Begin by exploring the **Presales** functionality to understand how Leads, Parties, and Opportunities work together and how interest is gradually converted into real sales potential. This will give you a clear picture of the core CRM logic without requiring complex configuration upfront. +Begin by exploring the **Presales** functionality to understand how Leads, Parties, and Opportunities work together and how interest is gradually converted into real sales potential. This provides a clear picture of the core CRM logic without requiring complex configuration upfront. + +The next logical step is **Sales**, where this potential is turned into confirmed orders and the Lead-to-Order process is completed. Once the core flow is in place, you can extend the process step by step with additional capabilities such as **Marketing**, **Sales Force rules**, **Subscriptions**, **POS**, or **Client Center**, depending on your business needs. + From f4d1704ea38f514e6589e8b557975c08b755ed8f Mon Sep 17 00:00:00 2001 From: hkostadinov28 Date: Tue, 30 Dec 2025 10:40:01 +0200 Subject: [PATCH 3/6] Markdown links correction Markdown links correction --- modules/crm/index.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/modules/crm/index.md b/modules/crm/index.md index 628705c5b..c95129571 100644 --- a/modules/crm/index.md +++ b/modules/crm/index.md @@ -113,7 +113,7 @@ The CRM documentation is organized to guide you gradually from the big picture t - **[Sales Force](./sales-force/index.md)** – managing sales personnel, group structures, task assignment rules, and targets - **[Subscriptions](./subscriptions/index.md)** – agreements for recurring services and periodic invoicing - **[POS](./pos/index.md)** – managing point-of-sale operations in physical retail locations -- **[Client Center](./client-center/index.md)** – configuring a platform for customer engagement and self-service +- **[Client Center](./clientcenter/index.md)** – configuring a platform for customer engagement and self-service --- From 1efb6514d7ad28e699000c1a7ecbc1282cfaa3f2 Mon Sep 17 00:00:00 2001 From: hkostadinov28 Date: Wed, 31 Dec 2025 17:06:32 +0200 Subject: [PATCH 4/6] Add CRM Step by Step guide Adds a Step by Step guide explaining how to start working with CRM in @@name. The document focuses on the minimal required input, key records, and the logical flow from Leads and Opportunities to Sales Orders and Invoicing, without going into detailed configuration. --- modules/crm/step-by-step.md | 195 ++++++++++++++++++++++++++++++++++++ 1 file changed, 195 insertions(+) create mode 100644 modules/crm/step-by-step.md diff --git a/modules/crm/step-by-step.md b/modules/crm/step-by-step.md new file mode 100644 index 000000000..1388bfdf9 --- /dev/null +++ b/modules/crm/step-by-step.md @@ -0,0 +1,195 @@ +# CRM Step by Step + +## A quick path to getting started with CRM in @@name + +This section presents the shortest and most practical path to start using the CRM functionalities in @@name. +Its goal is not to describe all capabilities of the system, but to provide clear guidance on where to start and what is minimally required for the CRM process to be usable in a real business environment. + +CRM in @@name is designed to: + +- not require entering all information upfront; +- allow you to start with what you actually have; +- add structure gradually as the process evolves. + +In short, to start working with CRM: + +- you choose where your process begins — you can start from a Lead, Opportunity, or Offer, depending on your business needs; the system does not restrict you; +- you enter only the records required for the current stage; +- you move forward when the information becomes logically necessary. + +The following list summarizes these steps in a short checklist that shows what is realistically expected from you to start a CRM process without unnecessary complexity. + +--- + +## Short startup checklist + +### Define the entry point of your CRM process + +Decide whether your business starts with unstructured contacts collected through marketing lists, events, or campaigns, or whether you work directly with specific customers and concrete inquiries. +In the first case, start with **Leads**; in the second case, you can start directly with **Opportunity** or **Offer**. + +### If you use Leads – create at least one Marketing Campaign + +A **Campaign** is the only mandatory requirement for working with Leads. It allows you to group contacts by source and later analyze the relationship between marketing activities and actual sales. + +### When moving to Opportunity – introduce structure + +To manage real deals, the system requires you to know who you are negotiating with (**Party**) and which sales representative is responsible for the deal (**Sales Person**). This is the point at which CRM starts to provide accountability and control. + +### Use Offers to formalize commercial terms + +Offers can be created only for Parties that are defined as **Customers**, reflecting the point at which a Company or Person becomes part of the customer list and commercial negotiations are formalized. Offers allow you to structure proposals to the customer, create variations, and preserve the history of negotiations. + +### Create a Sales Order once the deal is agreed + +A **Sales Order** confirms the agreed terms and continues the existing document flow. No additional setup is required, provided that a **Customer** is defined. + +### Complete the process with Invoicing by using document relationships + +Invoicing can be done directly, but the greatest value is achieved when the **Invoice** follows the **Sales Order** and reuses the already agreed data, thus closing the entire **Lead to Cash** process. + +--- + +## How to read the next section + +Below, each of these steps is described in more detail, explaining: + +- what can be done at each stage; +- which data is required; +- why these requirements exist and what practical value they provide. + +This will allow you not only to start working quickly, but also to understand the logic on which the CRM process in @@name is built. + +--- + +## Detailed explanation of the steps in the CRM process + +The following points describe the same short path, but with more context and explanation. +The goal is not only to know what is required, but why the system works this way. + +--- + +## 1. Decide where your process starts + +CRM in @@name does not enforce a fixed entry point. +The system is designed to adapt to how your business actually operates. + +If your work starts with: + +- marketing lists, +- event registrations, +- campaigns, trade fairs, or external sources, + +the most logical starting point is **Leads**. +They are intended for storing and initially processing contacts that may or may not become real customers. + +If, however, you have: + +- a potential customer with a clear inquiry, +- inquiries from existing customers, + +you can start directly with **Opportunity** or **Offer**, without using Leads. + +It is important to emphasize that this decision is organizational, not technical — the system simply follows your business model. + +--- + +## 2. If you use Leads – prepare only one thing + +To start working with Leads, you need to have at least one **Marketing Campaign**. + +This is the only mandatory requirement at this stage. + +A Campaign can be created: + +- directly from the **Campaign** field in the Lead form using **Create New**; +- or in advance in **Marketing → Campaigns**. + +Everything else about Leads is intentionally flexible. +The system allows: + +- entering minimal information; +- importing data from Excel without fixed templates; +- adding custom fields; +- creating custom list views. + +This makes Leads especially suitable for working with large and incomplete contact lists. + +--- + +## 3. When moving to Opportunity – two records are required + +Opportunity is the first step where the process becomes more structured. + +To work with Opportunities, you need to create: + +- **Party** – the company or individual with whom negotiations are conducted; +- **Sales Person** – the sales representative responsible for the deal. + +These are the first mandatory attributes that give meaning and accountability to the process. + +At this stage: + +- real management of potential deals begins; +- sales **Activities** (meetings, demos, calls) can be linked to a specific Opportunity; +- multiple Opportunities can be linked to a single Activity when one meeting leads to more than one potential deal; +- tracking the efforts and results of sales representatives becomes possible. + +--- + +## 4. Offer – no complex setup, full history + +To create Offers, the Party must be defined as a **Customer**. +This is an existing Party record (company or individual) that you explicitly designate as part of your customer list. + +No other mandatory setup is required. + +The Offer is the document where: + +- commercial terms are formalized; +- multiple offers can exist for a single Opportunity; +- the full history of negotiations with the customer is preserved. + +The system allows: + +- offers with lines (items, prices, discounts); +- offers without lines, with an external file attached; +- storing all communication and documentation in one place. + +--- + +## 5. Sales Order – ready to use “out of the box” + +A Sales Order marks the moment when the deal is considered agreed and moves from the commercial phase to execution. + +Working with Sales Orders does not require any preliminary setup, apart from having a correctly defined **Customer**. The document can be used immediately as a natural continuation of the sales process. + +From this point on, the system allows the process to be extended according to business needs — with automations, document flows, and follow-up actions that may include invoicing, logistics, warehouse operations, or other operational processes. These extensions are not mandatory at the beginning and can be added gradually as the process matures. + +--- + +## 6. Invoicing – use the power of relationships + +Invoices can be created directly, but the greatest value is achieved when invoicing is part of the document flow and linked to the Sales Order. + +After a Sales Order, the system allows the creation of an **Invoice Order (Invoicing Order)** — an intermediate document that prepares invoicing and provides greater control over how invoices are issued. +An Invoice Order can be used for: + +- preliminary preparation of invoices; +- grouping multiple Sales Orders into a single invoice; +- splitting one Sales Order into multiple invoices when necessary. + +The final step is the **Invoice** — the financial document with legal and accounting significance that shows what the customer actually needs to pay. + +An Invoice can be: + +- created directly from a Sales Order, or +- created through an Invoice Order when finer control over invoicing is required. + +When an Invoice is created as part of this document flow: + +- the system inherits the agreed terms; +- controls the logic for services and stock items; +- eliminates discrepancies between agreed and invoiced amounts. + +In this way, the CRM process naturally closes as **Lead to Cash**, while remaining flexible and suitable for different business scenarios. From 1965938a1ade95ddb1ff1590b0589a12c1ded095 Mon Sep 17 00:00:00 2001 From: hkostadinov28 Date: Thu, 15 Jan 2026 12:35:00 +0200 Subject: [PATCH 5/6] Refine CRM Overview and add Activities concept in index.md Improves the CRM Overview by refining terminology, clarifying the Lead to Order vs Lead to Cash model, and introducing Activities as a core element for managing sales effort, accountability, and traceability. --- modules/crm/index.md | 56 +++++++++++++++++++++++++++++--------------- 1 file changed, 37 insertions(+), 19 deletions(-) diff --git a/modules/crm/index.md b/modules/crm/index.md index c95129571..e695677b7 100644 --- a/modules/crm/index.md +++ b/modules/crm/index.md @@ -1,13 +1,13 @@ # CRM Overview -CRM in @@name organizes the work with potential and existing customers through clearly defined records and documents – **Leads, Contacts, Opportunities, Offers, and Orders**. -The system guides the user step by step – from the first contact, through a potential deal, to a completed sale. +CRM in @@name organizes the work with potential and existing customers through clearly defined records and documents — Leads, Contacts, Opportunities, Offers, and Orders. +The system guides users from the first interaction with a potential contact to a completed sale and subsequent invoicing. -CRM in @@name manages the entire sales process – from the initial signal of interest to order creation and invoicing. It is designed to structure sales activities through clearly defined records, roles, and steps, making the process easy to use for sales teams and reliable from a data integrity perspective. +CRM in @@name manages the entire commercial process around sales. It is designed to structure sales work through clearly defined records, roles, and responsibilities, making the process intuitive for sales teams and reliable from a data and reporting perspective. -In practice, CRM becomes essential when sales teams start to grow. That is why @@name treats the **Sales Representative (Sales Person)** as a core part of the CRM process — Leads can be assigned to a sales person, and every Opportunity has a leading sales representative responsible for driving the deal forward. +As sales teams grow, the need for structure, ownership, and visibility becomes critical. That is why @@name treats the Sales Representative (Sales Person) as a core element of the CRM process — Leads and Opportunities are owned by sales people, ensuring accountability and clear responsibility for every deal. -CRM in @@name allows you to start with minimal information, add structure only when it becomes necessary, and manage deals in a way that is traceable, accountable, and sustainable as teams and workload grow. +At the same time, CRM in @@name allows you to start with minimal information, add structure only when it becomes logically necessary, and manage deals in a way that remains traceable, controllable, and scalable as the organization and workload expand. --- @@ -29,7 +29,6 @@ A **Lead** is a record representing a potential contact. It can store as much in The purpose of the Lead is to capture interest in the system with minimal friction, while still allowing additional details, classifications, and custom fields to be added whenever they are available or relevant. - --- ## Party (Person / Company) @@ -50,23 +49,43 @@ Each Opportunity is assigned to a **leading Sales Person**, ensuring clear owner --- -## Lead to Order and Lead to Cash – what is the difference +### Activities + +Activities represent the actual sales work performed by sales representatives — meetings, calls, visits, demos, and other interactions with potential contacts and customers. + +In @@name, Activities are closely linked to Opportunities and form the bridge between sales effort and sales results. Sales representatives use Activities to plan and report their work, while managers gain visibility into how deals progress as a result of real actions. + +The relationship between Activities and Opportunities reflects real-world sales processes: + +- a single Activity may lead to multiple Opportunities; +- a single Opportunity may involve multiple Activities over time. + +By combining Activities with Opportunities, @@name provides a complete picture of both sales performance and sales effort. + +--- + +### Lead to Order and Lead to Cash — what is the difference -In CRM documentation, two terms are commonly used: **Lead to Order** and **Lead to Cash**. -In @@name, they have a clear and practical meaning. +In CRM documentation, the terms **Lead to Order** and **Lead to Cash** are often used. -### Lead to Order +**Lead to Order** covers the commercial part of the process — from the first contact to a confirmed sale. It includes: -**Lead to Order** covers the CRM part of the process — the path from the first contact to a confirmed sale. -The focus here is on: +- qualifying interest (Lead), +- identifying the business partner (Party), +- managing the deal (Opportunity), +- preparing proposals (Offer), +- confirming the agreement (Sales Order). -- collecting and qualifying potential customers (Lead), -- creating records for real business partners (Party), -- managing the sales opportunity (Opportunity), -- preparing a proposal (Offer), -- reaching a confirmed order (Sales Order). +**Lead to Cash** extends this process to include invoicing and revenue realization: -This is the stage where the sale is agreed and under control. +- preparation for invoicing (Invoice Order), +- issuing invoices, +- tracking payments, depending on configuration and used modules. + +If **Lead to Order** answers the question +*“Have we closed the deal?”*, +**Lead to Cash** answers +*“Have we completed it financially?”*. --- @@ -115,7 +134,6 @@ The CRM documentation is organized to guide you gradually from the big picture t - **[POS](./pos/index.md)** – managing point-of-sale operations in physical retail locations - **[Client Center](./clientcenter/index.md)** – configuring a platform for customer engagement and self-service - --- ## Getting started with CRM in @@name From 74dacdefa2b94bc4e1a172bb1975b010ef78cd3f Mon Sep 17 00:00:00 2001 From: hkostadinov28 Date: Thu, 15 Jan 2026 13:35:09 +0200 Subject: [PATCH 6/6] Updated links step-by-step.md --- modules/crm/step-by-step.md | 103 ++++++++++++++++++++++++------------ 1 file changed, 69 insertions(+), 34 deletions(-) diff --git a/modules/crm/step-by-step.md b/modules/crm/step-by-step.md index 1388bfdf9..ebfe86798 100644 --- a/modules/crm/step-by-step.md +++ b/modules/crm/step-by-step.md @@ -28,26 +28,54 @@ The following list summarizes these steps in a short checklist that shows what i Decide whether your business starts with unstructured contacts collected through marketing lists, events, or campaigns, or whether you work directly with specific customers and concrete inquiries. In the first case, start with **Leads**; in the second case, you can start directly with **Opportunity** or **Offer**. +For an overview of how these records fit together, see +**[CRM Overview](./index.md)**. + +--- + ### If you use Leads – create at least one Marketing Campaign A **Campaign** is the only mandatory requirement for working with Leads. It allows you to group contacts by source and later analyze the relationship between marketing activities and actual sales. +For details on Campaigns and marketing sources, see +**[Marketing](./marketing/index.md)**. + +--- + ### When moving to Opportunity – introduce structure To manage real deals, the system requires you to know who you are negotiating with (**Party**) and which sales representative is responsible for the deal (**Sales Person**). This is the point at which CRM starts to provide accountability and control. +More details about Opportunities and sales ownership can be found in +**[Presales](./presales/index.md)** and **[Sales Force](./sales-force/index.md)**. + +--- + ### Use Offers to formalize commercial terms Offers can be created only for Parties that are defined as **Customers**, reflecting the point at which a Company or Person becomes part of the customer list and commercial negotiations are formalized. Offers allow you to structure proposals to the customer, create variations, and preserve the history of negotiations. +For pricing logic, discounts, and offer behavior, see +**[Pricing](./pricing/index.md)** and **[Presales](./presales/index.md)**. + +--- + ### Create a Sales Order once the deal is agreed A **Sales Order** confirms the agreed terms and continues the existing document flow. No additional setup is required, provided that a **Customer** is defined. +Sales Orders and their role in the sales execution phase are described in +**[Sales](./sales/index.md)**. + +--- + ### Complete the process with Invoicing by using document relationships Invoicing can be done directly, but the greatest value is achieved when the **Invoice** follows the **Sales Order** and reuses the already agreed data, thus closing the entire **Lead to Cash** process. +For invoicing documents and options, see +**[Invoicing](./invoicing/index.md)**. + --- ## How to read the next section @@ -60,6 +88,9 @@ Below, each of these steps is described in more detail, explaining: This will allow you not only to start working quickly, but also to understand the logic on which the CRM process in @@name is built. +Conceptual background and rules are explained in more detail in +**[CRM Concepts](./concepts.md)**. + --- ## Detailed explanation of the steps in the CRM process @@ -90,7 +121,8 @@ If, however, you have: you can start directly with **Opportunity** or **Offer**, without using Leads. -It is important to emphasize that this decision is organizational, not technical — the system simply follows your business model. +This flexibility is explained further in +**[CRM Concepts](./concepts.md)**. --- @@ -105,6 +137,9 @@ A Campaign can be created: - directly from the **Campaign** field in the Lead form using **Create New**; - or in advance in **Marketing → Campaigns**. +More details can be found in +**[Marketing](./marketing/index.md)**. + Everything else about Leads is intentionally flexible. The system allows: @@ -113,8 +148,6 @@ The system allows: - adding custom fields; - creating custom list views. -This makes Leads especially suitable for working with large and incomplete contact lists. - --- ## 3. When moving to Opportunity – two records are required @@ -126,7 +159,8 @@ To work with Opportunities, you need to create: - **Party** – the company or individual with whom negotiations are conducted; - **Sales Person** – the sales representative responsible for the deal. -These are the first mandatory attributes that give meaning and accountability to the process. +These concepts are covered in +**[Presales](./presales/index.md)** and **[Sales Force](./sales-force/index.md)**. At this stage: @@ -140,21 +174,10 @@ At this stage: ## 4. Offer – no complex setup, full history To create Offers, the Party must be defined as a **Customer**. -This is an existing Party record (company or individual) that you explicitly designate as part of your customer list. - -No other mandatory setup is required. - -The Offer is the document where: - -- commercial terms are formalized; -- multiple offers can exist for a single Opportunity; -- the full history of negotiations with the customer is preserved. +This is an existing Party record that you explicitly designate as part of your customer list. -The system allows: - -- offers with lines (items, prices, discounts); -- offers without lines, with an external file attached; -- storing all communication and documentation in one place. +Offer behavior and pricing logic are described in +**[Presales](./presales/index.md)** and **[Pricing](./pricing/index.md)**. --- @@ -162,9 +185,10 @@ The system allows: A Sales Order marks the moment when the deal is considered agreed and moves from the commercial phase to execution. -Working with Sales Orders does not require any preliminary setup, apart from having a correctly defined **Customer**. The document can be used immediately as a natural continuation of the sales process. +Sales Orders are part of the **Sales** module, described in +**[Sales](./sales/index.md)**. -From this point on, the system allows the process to be extended according to business needs — with automations, document flows, and follow-up actions that may include invoicing, logistics, warehouse operations, or other operational processes. These extensions are not mandatory at the beginning and can be added gradually as the process matures. +From this point on, the system allows the process to be extended according to business needs — including invoicing, logistics, warehouse operations, or other operational processes. --- @@ -172,24 +196,35 @@ From this point on, the system allows the process to be extended according to bu Invoices can be created directly, but the greatest value is achieved when invoicing is part of the document flow and linked to the Sales Order. -After a Sales Order, the system allows the creation of an **Invoice Order (Invoicing Order)** — an intermediate document that prepares invoicing and provides greater control over how invoices are issued. -An Invoice Order can be used for: +After a Sales Order, the system allows the creation of an **Invoice Order**, which provides additional control over invoicing scenarios. -- preliminary preparation of invoices; -- grouping multiple Sales Orders into a single invoice; -- splitting one Sales Order into multiple invoices when necessary. +Details about these documents can be found in +**[Invoicing](./invoicing/index.md)**. -The final step is the **Invoice** — the financial document with legal and accounting significance that shows what the customer actually needs to pay. +In this way, the CRM process naturally closes as **Lead to Cash**, while remaining flexible and suitable for different business scenarios. -An Invoice can be: +--- -- created directly from a Sales Order, or -- created through an Invoice Order when finer control over invoicing is required. +## What to explore next -When an Invoice is created as part of this document flow: +Now that you have a working overview of the CRM process and know the minimal requirements to start using it, you can continue with the sections that match your current needs. -- the system inherits the agreed terms; -- controls the logic for services and stock items; -- eliminates discrepancies between agreed and invoiced amounts. +### Learn the structure and logic of CRM +- **[CRM Overview](./index.md)** – a high-level view of the CRM model, core records, and the Lead to Cash flow. +- **[CRM Concepts](./concepts.md)** – explains why the system works this way, how document relationships provide traceability, and what best practices to follow. -In this way, the CRM process naturally closes as **Lead to Cash**, while remaining flexible and suitable for different business scenarios. +### Go deeper into the operational modules +- **[Presales](./presales/index.md)** – working with Leads, Opportunities, Offers, and Activities. +- **[Sales](./sales/index.md)** – converting offers into sales orders and executing the sales process. +- **[Pricing](./pricing/index.md)** – price lists, discounts, and pricing rules. +- **[Invoicing](./invoicing/index.md)** – Invoice Orders, invoices, and invoicing scenarios. + +### Extend the process when needed +- **[Marketing](./marketing/index.md)** – campaigns, sources, and lead generation. +- **[Sales Force](./sales-force/index.md)** – sales personnel, responsibilities, targets, and reporting. +- **[Subscriptions](./subscriptions/index.md)** – recurring services and periodic invoicing. +- **[POS](./pos/index.md)** – point-of-sale operations. +- **[Client Center](./clientcenter/index.md)** – customer-facing portals and self-service. + +You do not need to configure everything upfront. +Start simple, let the process work, and extend it step by step as your business grows.