Customer Relationship Management
Overview
The CRM module helps you manage your contacts, run a sales pipeline of leads, log every interaction and analyze your customers. It is part of the Business plan and opens from eCommerce → ERP → CRM.
The CRM is organized into four tabs — Contacts, Leads Pipeline, Activities and Reports — and a summary at the top of the module shows your total contacts (split into leads and customers), open leads and their value, deals won this month, overdue activities, and your conversion rate.
Contacts
The Contacts tab is your address book of everyone you deal with. Each contact has:
- Name, email, phone and company
- Type — Lead, Customer, Vendor, Partner or Other
- Status — Active, Inactive or Archived
- Tags — free-form labels for grouping and filtering
Search by name, and filter by type or status. Click a contact to expand its detail panel, which shows the leads and activities linked to it. From there you can add an activity or start a new lead for that contact.
Importing your store customers
Click Import Customers to bring your existing eCommerce customers into the CRM as contacts in one step, so you can start working with your real customer base straight away.
Leads Pipeline
The Leads Pipeline tab tracks your sales opportunities through a set of stages:
New → Contacted → Qualified → Proposal → Negotiation → Won / Lost
- Kanban view — see every lead as a card in its stage column and drag it forward as the deal progresses.
- List view — the same leads as a table, showing each lead's title, contact, stage, value, probability and expected close date.
Create a lead with + New Lead (title, contact, value, probability, expected close date). When a deal closes:
- Mark it Won, then Convert the won lead into a customer.
- Mark it Lost — you'll be asked to record a short reason so you can learn from it later.
A Won / Lost summary keeps recent outcomes in view.
Activities
The Activities tab is a log of every interaction, so nothing slips through the cracks. Each activity has a subject, a due date, and one of these types:
| Type | Description |
|---|---|
| Note | An internal note about a contact or lead |
| Call | A phone call log |
| An email interaction | |
| Meeting | An in-person or online meeting |
| Task | A to-do item to follow up |
Activities can be linked to a contact and/or a lead. Overdue and Upcoming activities are highlighted at the top of the tab, and you can mark any activity Done when it's complete. Filter the full list by type, status (open or completed) or search.
Reports
The Reports tab gives you three views of your sales and customers:
- Pipeline — conversion metrics (total, open, won and lost leads, conversion rate and average deal size), a pipeline funnel showing the count and value at each stage, and a "won this month" summary.
- Segmentation — groups your customers into segments such as VIP, Loyal, At Risk, New and Inactive, with the size of each segment, its share of the total, and total spend. The VIP threshold is set at your top 10% of spenders. (Segmentation needs customers who have placed orders.)
- RFM Analysis — a Recency / Frequency / Monetary breakdown that helps you see which customers are most valuable and which are slipping away.
Start by importing your store customers, then log a call, email or note whenever you interact with them. A well-kept activity history keeps your whole team aligned and gives support and sales the context they need.