CRM
What is Corteza CRM?
Corteza CRM is a highly flexible, scalable and open source Customer Relationship Management solution.
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Sell faster
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Provide better service
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Get a 360 degree overview of your customers
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Quickly access the information you need
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Increase efficiency with workflows
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Obtain key insights that help you to control your business
Home
On the default home page by default a calendar block is shown, in which all your events and tasks are shown. You can zoom in to see a week and a day view.
Other blocks are several charts and two lists: new leads and open opportunities.
List pages
List pages have two functions. They can show filtered and/or ordered list of records (such as a list of leads) or they can act as dashboards. Record lists of records are sortable and searchable, allowing you to quickly find the record you need. To enter a record, you can click a row. To edit the record directly, hit the edit button.
Record pages
A record page is the detailed view of one single record, such as a single lead or account. By default these pages open in “viewing mode”, allowing you to see the “record data” like first name, last name etc.
Other blocks on record pages include “social media” blocks (for example, all tweets for the account linked to the record), “automation” blocks (with automation buttons such as “Convert the lead” or “Create Quote”) and “related records” blocks (all contacts or opportunities in a account).
The record page allows to add a related record directly from a “related records” block, by selecting the “+ Add a record” at the beginning of the list. Like this you can add events and tasks to leads, contacts to accounts, etc. There are some blocks where this option is deactivated, such as with the “Create new opportunity” in an account, because this is done via a automation rule.
At the bottom of the record page is a set of buttons that let you:
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Go back (return to the last page)
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Delete the record (this deletes the current record)
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Add a new record
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Edit the record (this opens the exact same page, but in field editing mode)
Leads
A lead is an individual who might become your customer, but currently isn’t. Another word for a lead is a prospect. Leads are usually converted to accounts, contacts and opportunities.
When the leads are enters the CRM, it needs to be qualified. The rating field is particularly helpful to see if a lead is a potential customer or not.
When a lead shows commercial interest, such a a request for pricing, and the lead’s location matches the region your business targets, this lead is should be considered a 5 star lead. A 3 star lead can be a lead that did an online demo and nothing more, and a 0 or 1 star lead can be a lead that contacted the company for anything but one of your products or services.
The typical process is that a sales person follows up on the lead. The related record blocks “notes” (for any note), “events” (for example a scheduled online demo) and “tasks” (for example “send price list via email” or “call back”) are helpful here.
Leads can be part of a campaign. More info about campaigns can be found in the [campaigns] chapter.
When the sales person has made contact with the lead, and there is a sales opportunity here, the sales person should convert the lead. There are two automation buttons on the top right. One will convert the lead in to an account + contact, and the other one, if there is already more info about the potential opportunity, will create an account + contact + opportunity.
Accounts
In accounts you store information about your customers. Accounts are companies that you’re doing business with, and contacts are the people who work in them.
An account can have multiple contacts, and by default the lead that was converted in to an account + contact in the Leads module is set as “Primary contact for account”. This means that the data of this contact will be used for Quote generation.
The modules related to accounts are:
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Contacts
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Opportunities
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Entitlements
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Contracts
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Cases
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Tasks
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Events
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Related events
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Notes
The most important action in an account is creating opportunities. This can be done easily with the automation button “Generate new opportunity”, which maps all relevant account data directly to the new opportunity.
Opportunities
Opportunities are associated with revenue. When you generate an opportunity from an account (or directly from converting a lead) this means that you uncovered a potential future sale.
Every opportunity needs a name, which needs to be added manually. It’s important that others understand what the opportunity contains by simply looking at the name. So, an opportunity name like “300 licenses” is clear.
By default the close date is set to one month after opportunity creation date, but this date can easily be modified.
To qualify a lead it useful to figure out the following data:
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Budget (Check if there is actually a budget)
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Authority (Check if you are talking to or being able to get through to the decision makers)
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Need (Check if there is actually a need for the product / service)
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Timeline (Check by when the product / service needs to be delivered or implemented, and if this time line makes sense)
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Competition (Check who you are competing with)
In order to get a good idea of the stage the opportunity is in, you need to use the “stage” field. By default, it’s set to “Qualification”. Once correctly qualified, you can move it to “Proposal” (or to “Need Analysis”, if more analysis is needed. Following steps are “Negotiation”, followed by “Closed Won” or “Closed Lost”.
Quotes
This module shows the list of all quotes. For details on easy quote generation, please check the [opportunities] module documentation.
Products
In this module you manage all products (or services) your company sells.
In each product you can define the main details (such as name or product code) and add pricing per price book, allowing you to have different pricing for different types of companies or regions.
The details view of products also shows the related cases.
Price Books
In this module you can add all the price books your business may have. They allow you to have different pricing for the same product, divided by sector, geographical area etc.
Information on how to apply price books can by found in the Opportunity chapter.
Cases
Cases is a simplified case management tool, linked to accounts, contacts, products or even other cases.
You can set who is part of the case, and what role the have, in the “Case Contact Roles”, and you can track progress with the case description fields and notes, events and tasks blocks.
Campaigns
A campaign is a marketing project that you want to plan, manage, and track within the CRM. It can be a newsletter, seminar, conference, or other type of marketing initiative.
Campaign members are leads or contacts that entered the CRM via that campaign, and the opportunities related to them are generated opportunities. These opportunities allow you to check the ROI of the campaign, when you compare the costs to the value won in opportunities.
Tasks
Tasks in the CRM are actions that needs to be completed by yourself or another user. You can use them to manage daily work tasks.