CRM 4.0 Simplified Sales Process Scenario

We often use scenarios such as this to test the individual components and entities of CRM in an integrated fashion. This is one example of a very simple sales scenario describing the flow of user actions in the Sales module of CRM. The flow chart below summarizes the walk-through text.

David is a dedicated sales representative and has just attended a trade show where he collected a large number of leads. He’s organized these into an Excel spreadsheet and uses CRM’s Bulk Import feature to quickly import these into CRM as Leads. CRM’s Duplicate Detection works to reduce any duplicate records. He also checks to see if any other salespeople are working with the existing customer(s).

Based on communications with a new Lead, David qualifies the Lead into an Opportunity with an existing Account. He sets the Price List for the Opportunity to enable him to draft a Quote to sell 100 bicycles to the customer. He collects information about Competitors and adds this to the Opportunity record for tracking. He sends Sales Literature information to the customer via e-mail to see if they are interested in other similar products. With the basics established for this customer relationship, David assigns the Opportunity and Quote to an Account Manager, Michael.

Michael continues working on the Quote with David’s help, along with Kevin, the Sales Manager. He uses CRM’s multi-currency functionality to establish pricing based on the current Exchange Rate, and maximizes the mark-up by modifying pricing on the Quote. When he’s completed with the Quote, he hands it off to the Order Processor, Susan. She verifies the pricing, mark-ups, and checks for accuracy before printing it for the customer via Mail Merge and faxing it to the customer.

After reviewing the proposed Quote, the customer requests that additional parts be added to the Quote and some others be removed. Michael revises the Active Quote to make the necessary adjustments and the revised quote is re-routed past Susan who takes the necessary steps to verify the changes, get them approved, printed and faxed back to the customer. The customer is satisfied with the revised Quote and decides to go ahead with placing an order.

Michael converts the revised Quote to a Sales Order record and a Workflow rule alerts Susan about the Order which needs to be fulfilled. She uses an ERP system to pull together the items needed to fulfill the Order. Susan closes the Order as Fulfilled and creates an Invoice from the Order. She sends the Invoice to the customer along with the bicycle parts the customer ordered. The customer then pays the amount billed in the Invoice. When Susan receives the payment from the customer, she closes the Invoice as Paid (complete).



David West

Comments (10)

  1. David Don says:

    The hardest part about the sales process has been the quoting functionality.  It is not that easy to generate a quote in crm.  

  2. Danpeay says:

    The sales process scenario and illustration is very cool.  Do you have other scenario’s defined in additional categories?

    Also, do you have a scenario describing more detail on some of the steps of the sales process?  Typically an account manager would go through several presentations, proof, contracts, etc.  I would like to figure out how to include "verifiable evidence" from one stage to another.



  3. Troy says:

    We have two issues we are trying to figure out in regard to quotes.

    1)  How can we distribute discounts across multiple years?

    2)  How can make the language of a quote easily modified on the fly?

  4. Toon Six says:


    I have been reading your 8913 course (Apps of CRM), and was trying how I would use CRM properly. My company sells products and installation services. EG. I would sell a phone system consisting of parts (switch and IP Phones), and labor consisting of installing the switch and phones, configuring the Auto Attendant and the call features (forwarding, greetings, find me, etc). Before I used CRM, I would create one quote in Excel that would consist of parts and labor. I wonder how I would do correctly in CRM Online.

    I could do it in one quote in CRM Online where I consider the parts as products, and the installation/configuration also as a product with type service. However I will not be able to assign the service to an employee. I will not be able to track the actual time versus the quoted time. I will not be able to use the service calendar.

    Otherwise, I could create a quote for just the parts, and a case with a contract for just the service. It is a bit awkward. The contract will have just a few contract lines that correspond to installation service and configuration service. The time allotted will be hour estimate. There is no quote for the service. An invoice will be generated once the contract is signed/activated.

    What is the best way to use CRM for the above scenario? You must have numerous companies having the same scenario. Many of my customers have the same scenario. Home improvement businesses have this scenario.

    If I have to submit a quote to develop a website, should I just use a case with services and contract, and contract lines?

    Please help me.

  5. Gordon says:

    I am just now opening up and trying to set up my accounts.  I have not been able to open up a video as of yet for tutorial. I operate my sales campaign from Los Angeles and my question is anyone out there I can hire as a consultant to help me set this sales tool up? Please communicate to     Thank you

  6. Jennifer says:

    I am having difficulty assigning tasks through the CRM that will sync to my Outlook, any suggestions?

  7. Davey says:

    DO you have your own Email Server? To sync it only works with MS EXchange.

  8. mkr says:

    Give me a simple crm process step by step

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