CRM: General Information

Customer relationship management (CRM) functionality helps companies manage their interactions with current and potential customers to effectively identify and address their target audience’s needs and build a strong relationship with their customers.

Acumatica ERP delivers tools that provide marketing, sales, and customer support teams with process automation, data management, and reporting.

You can easily customize the CRM functionality to fit your company’s business goals, ensure higher profitability, and streamline your marketing, sales, and customer support processes.

Back to TopOverview of Marketing Processes

Marketing functionality in Acumatica ERP helps marketing teams acquire, manage, and qualify leads, handle marketing lists and marketing subscriptions, manage marketing campaigns, and generate marketing reports.

As marketing personnel process leads, the following stages may be involved:

Entering leads into the system. For details, see Creating Leads.
Validating leads for duplicates. For details, see Validating Records for Duplicates.
Assigning leads to owners. For details, see Assigning Leads to Owners and Workgroups.
Managing leads. For details, see Managing Emails and Activities.
Managing marketing lists. For details, see Managing Marketing Lists.
Managing marketing campaigns. For details, see Managing Marketing Campaigns.
Qualifying leads. For details, see Qualifying Leads (Marketing).
Analyzing the marketing results and the performance of the marketing team by generating reports. For details, see Managing Marketing Reports.
Managing relations between a record you are working with and the records that are related to it. For details, see Managing Relations.

Back to TopOverview of Sales Processes

The sales functionality in Acumatica ERP helps sales teams do the following:

Manage and qualify leads
Create contacts and business accounts for prospects
Create, manage, and advance opportunities through stages
Manage opportunity-based quotes, sales orders, and invoices
Generate sales reports

As sales personnel process leads and customers, the following stages may be involved:

Assigning leads to owners. For details, see Assigning Leads to Owners and Workgroups.
Managing leads. For details, see Managing Emails and Activities.
Validating contacts and accounts for duplicates. For details, see Validating Records for Duplicates.
Creating contacts. For details, see Creating Contacts.
Creating business accounts. For details, see Creating Business Accounts.
Managing opportunities. For details, see Managing Opportunities.
Qualifying leads. For details, see Qualifying Leads (Sales).
Analyzing the sales results and the performance of the sales team by generating reports. For details, see Managing Opportunity Reports.
Managing relations between a record you are working with and the records that are related to it. For details, see Managing Relations.

Back to TopOverview of Customer Support Processes

The customer support functionality in Acumatica ERP gives you the ability to track support cases (tickets) until they are resolved. The communication with your customer can begin when the customer sends your support team an email, calls customer support, or creates a new case on the Acumatica Self-Service Portal.

Customer support functionality works smoothly with other functionality in Acumatica ERP—such as sales, field services, and financials—to deliver a thorough, team-oriented approach to customer support and to increase sales and customer satisfaction. You can automate the escalation of cases that come in to your organization.

As your customer support personnel process cases, the following stages may be involved:

Creating support cases. For details, see Creating Cases.
Assigning cases to owners. For details, see Assigning Cases to Owners and Workgroups.
Managing cases. For details, see Case Management: General Information.
Billing customers for cases. For details, see Case Management: Billable Cases.
Tracking the case commitments. For details, see Case Management: Tracking of Case Commitment Times and Case Management: Time Extensions for Case Commitments.
Creating internal cases and submitting the cases to company teams, such as internal IT or legal team. For details, see Submitting Cases to Internal Teams.
Creating return orders directly from a case. For details, see Case Management: Return Orders.
Creating a service order for further processing by field service personnel. For details, see Service Orders with a Single Appointment: General Information.
Creating an appointment to be attended and managed by field service personnel. For details, see Appointment Creation: General Information.
Analyzing the results and performance of the customer support team. For details, see Managing the Support Report.
Managing relations between a record you are working with and the records that are related to it. For details, see Managing Relations.

CRM: General Information

Customer relationship management (CRM) functionality helps companies manage their interactions with current and potential customers to effectively identify and address their target audience’s needs and build a strong relationship with their customers.{br}

 Acumatica ERP delivers tools that provide marketing, sales, and customer support teams with process automation, data management, and reporting.{br}

You can easily customize the CRM functionality to fit your company’s business goals, ensure higher profitability, and streamline your marketing, sales, and customer support processes.[anchor|#_b5bb63b6-03fe-4ca6-8e34-9931cffd5e61]
==Overview of Marketing Processes==
Marketing functionality in Acumatica ERP helps marketing teams acquire, manage, and qualify leads, handle marketing lists and marketing subscriptions, manage marketing campaigns, and generate marketing reports.{br}

As marketing personnel process leads, the following stages may be involved:[anchor|#_ac17a1e0-8db0-4763-97be-732f59445c1d]
*Entering leads into the system. For details, see [HelpRoot_CRM\CRM_Mktg_Creating_Leads_Mapref|Creating Leads].
*Validating leads for duplicates. For details, see [HelpRoot_CRM\CRM_Mktg_Validating_Recs_Duplicates_Mapref|Validating Records for Duplicates].
*Assigning leads to owners. For details, see [HelpRoot_CRM\CRM_Mktg_Assigning_Leads_To_Owners_Mapref|Assigning Leads to Owners and Workgroups].
*Managing leads. For details, see [HelpRoot_CRM\CRM_Mktg_Managing_Emails_Activities_Mapref|Managing Emails and Activities].
*Managing marketing lists. For details, see [HelpRoot_CRM\CRM_Mktg_Mng_Marketing_Lists_Mapref|Managing Marketing Lists].
*Managing marketing campaigns. For details, see [HelpRoot_CRM\CRM_Mktg_Mng_Marketing_Campaigns_Mapref|Managing Marketing Campaigns].
*Qualifying leads. For details, see [HelpRoot_CRM\CRM_Mktg_Qualifying_Leads_by_Marketing_Mapref|Qualifying Leads (Marketing)].
*Analyzing the marketing results and the performance of the marketing team by generating reports. For details, see [HelpRoot_CRM\CRM_Marketing_Metrics_Mapref|Managing Marketing Reports].
*Managing relations between a record you are working with and the records that are related to it. For details, see [HelpRoot_CRM\CRM_Managing_Relations_Mapref|Managing Relations].
[anchor|#_aa3f5b63-a379-428f-a866-bb6c6d72862b]
==Overview of Sales Processes==
The sales functionality in Acumatica ERP helps sales teams do the following:[anchor|#ul_dxb_2p5_14b]
*Manage and qualify leads
*Create contacts and business accounts for prospects
*Create, manage, and advance opportunities through stages
*Manage opportunity-based quotes, sales orders, and invoices
*Generate sales reports{br}

As sales personnel process leads and customers, the following stages may be involved:[anchor|#_90fe1efc-c848-40fa-a185-b411b14a692e]
*Assigning leads to owners. For details, see [HelpRoot_CRM\CRM_Mktg_Assigning_Leads_To_Owners_Mapref|Assigning Leads to Owners and Workgroups].
*Managing leads. For details, see [HelpRoot_CRM\CRM_Mktg_Managing_Emails_Activities_Mapref|Managing Emails and Activities].
*Validating contacts and accounts for duplicates. For details, see [HelpRoot_CRM\CRM_Mktg_Validating_Recs_Duplicates_Mapref|Validating Records for Duplicates].
*Creating contacts. For details, see [HelpRoot_CRM\CRM_Sales_Creating_Contacts_Mapref|Creating Contacts].
*Creating business accounts. For details, see [HelpRoot_CRM\CRM_Sales_Creating_Bus_Accounts_Mapref|Creating Business Accounts].
*Managing opportunities. For details, see [HelpRoot_CRM\CRM_Sales_Managing_Opportunities_Mapref|Managing Opportunities].
*Qualifying leads. For details, see [HelpRoot_CRM\CRM_Sales_Qualifying_Leads_by_Sales_Mapref|Qualifying Leads (Sales)].
*Analyzing the sales results and the performance of the sales team by generating reports. For details, see [HelpRoot_CRM\CRM_Sales_Metrics_Mapref|Managing Opportunity Reports].
*Managing relations between a record you are working with and the records that are related to it. For details, see [HelpRoot_CRM\CRM_Managing_Relations_Mapref|Managing Relations].

==Overview of Customer Support Processes==
The customer support functionality in Acumatica ERP gives you the ability to track support cases (tickets) until they are resolved. The communication with your customer can begin when the customer sends your support team an email, calls customer support, or creates a new case on the Acumatica Self-Service                        Portal.{br}

Customer support functionality works smoothly with other functionality in Acumatica ERP—such as sales, field services, and financials—to deliver a thorough, team-oriented approach to customer support and to increase sales and customer satisfaction. You can automate the escalation of cases that come in to your organization.{br}

As your customer support personnel process cases, the following stages may be involved:[anchor|#_0c4db1d6-115c-40d1-8089-4771f95b1dcd]
*Creating support cases. For details, see [HelpRoot_CRM\CRM_Support_Creating_Cases_Mapref|Creating Cases].
*Assigning cases to owners. For details, see [HelpRoot_CRM\CRM_Support_Assigning_Cases_to_Owners_Mapref|Assigning Cases to Owners and Workgroups].
*Managing cases. For details, see [HelpRoot_CRM\CRM_Support_Managing_Cases_GeneralInfo|Case Management: General Information].
*Billing customers for cases. For details, see [HelpRoot_CRM\CRM_Support_Managing_Cases_Billable_Cases|Case Management: Billable Cases].
*Tracking the case commitments. For details, see [HelpRoot_CRM\CRM_Support_Managing_Cases_Tracking_Commitments_Time|Case Management: Tracking of Case Commitment Times] and [HelpRoot_CRM\CRM_Support_Managing_Cases_Case_Commitments_Grace_Period|Case Management: Time Extensions for Case Commitments].
*Creating internal cases and submitting the cases to company teams, such as internal IT or legal team. For details, see [HelpRoot_CRM\CRM_Support_Submitting_Cases_to_IT_Mapref|Submitting Cases to Internal Teams].
*Creating return orders directly from a case. For details, see [HelpRoot_CRM\CRM_Support_Managing_Cases_Return_Orders|Case Management: Return Orders].
*Creating a service order for further processing by field service personnel. For details, see [HelpRoot_FieldServices\ServMgmt_Service_Order_with_One_Appointment_GeneralInfo|Service Orders with a Single Appointment: General Information].
*Creating an appointment to be attended and managed by field service personnel. For details, see [HelpRoot_FieldServices\ServMgmt_Appointments_GeneralInfo|Appointment Creation: General Information].
*Analyzing the results and performance of the customer support team. For details, see [HelpRoot_CRM\CRM_Support_Metrics_Mapref|Managing the Support Report].
*Managing relations between a record you are working with and the records that are related to it. For details, see [HelpRoot_CRM\CRM_Managing_Relations_Mapref|Managing Relations].