Customers

Customers are the foundation of your CRM. They represent leads, prospects, and active clients.

2.1 Viewing Customers

1. Go to Sidebar > CRM > Customers
2. Browse the customer list with search and filters
3. Filter by:
   • Search (name, email, phone, company)
   • Type (Lead, Prospect, Customer)
   • Segment
   • Lead source
   • Assigned to (sales rep)
   • Territory
   • Tags
   • Lead temperature (Hot, Warm, Cold)

2.2 Creating a Customer

1. Click Add Customer
2. Enter customer details:
   • Name and company name
   • Email and phone
   • Type (Lead, Prospect, or Customer)
   • Lead source (e.g. Website, Referral, Cold Call)
   • Segment and industry
   • Assigned sales rep
   • Territory
   • Address and notes
3. Click Save

2.3 Customer Profile

Click a customer to view their full profile:

• Overview — Contact details, type, segment, lead source, lead score
• Deals — All deals associated with this customer
• Activities — Scheduled and completed tasks
• Interactions — Timeline of all touchpoints
• Contact Persons — Additional contacts within the organisation
• Quotes — Quotes sent to this customer
• Invoices — Invoices issued
• Contracts — Active and past contracts
• Documents — Attached files
• Notes — Internal notes
• Tags — Labels for segmentation

2.4 Lead Scoring

The CRM automatically calculates a lead score based on configurable rules:

• Activity-based — Points for recent interactions, completed activities
• Engagement-based — Points for email opens, form submissions
• Profile-based — Points for matching ideal customer profile

Lead temperature is derived from the score:

• Hot — Score above the hot threshold
• Warm — Score above the warm threshold
• Cold — Score below the warm threshold

Configure scoring rules in CRM Settings.

2.5 Bulk Operations

Select multiple customers to:

• Bulk Update — Change type, segment, assigned rep, or lead source
• Bulk Delete — Remove selected customers
• Export — Download customer data as CSV/Excel

2.6 Duplicate Detection & Merge

1. The system flags potential duplicates based on email, phone, or name similarity
2. Review duplicates on the customer profile
3. Click Merge to combine two customer records
4. Select which fields to keep from each record
5. All related data (deals, activities, invoices) is consolidated

2.7 Import Customers

1. Go to Customers > Import
2. Download the CSV template
3. Fill in customer data
4. Upload the file
5. Map columns to CRM fields
6. Review and confirm the import

2.8 Contact Persons

For business customers, add multiple contact persons:

1. Go to the customer profile
2. Click Add Contact Person
3. Enter name, role, email, phone
4. Mark one as the primary contact

2.9 Customer Map

View customers on a regional map of Ghana:

1. Go to Sidebar > CRM > Customer Map
2. See customers plotted by their region
3. Click a region or marker to view customer details
4. Use the map to identify geographic clusters and underserved areas

Customers need a region assigned (via their address) to appear on the map.

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