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| name | b2b-customer-mgmt |
| description | 客户档案与分级管理 — A/B/C 分级、客户详情、文档库关联、CSV 批量导入 |
| when_to_use | ["客户 A/B/C 分级管理","客户详情面板 + 文档库关联","CSV 批量导入 + 去重","用户提到「客户管理」「分级」「导入客户」","不要用于：单个客户深度画像（用 b2b-customer-intel）"] |
| triggers | ["客户管理","客户档案","客户分级","大客户","客户分类","客户等级","VIP客户","客户信息","客户资料","订单管理"] |
| category | 客户管理 |
| version | 1.0.0 |
| author | Foreign Trade Assistant |
CUSTOMER: [Company Name] ├── Basic Info │ ├── Company name (English) │ ├── Company name (Chinese) │ ├── Website │ ├── Address │ ├── Country/Region │ └── Business type (manufacturer/trader/retailer) │ ├── Contacts (multiple) │ ├── Name │ ├── Title/Role │ ├── Email │ ├── Phone/WeChat/WhatsApp │ ├── Best time to contact │ └── Decision authority (final/influencer/day-to-day) │ ├── Business Profile │ ├── Annual revenue (estimate) │ ├── Employee count │ ├── Main products/business │ ├── Target markets │ └── Current suppliers │ ├── Classification │ ├── Customer type (A/B/C) │ ├── Priority level │ └── Key account (Yes/No) │ ├── Commercial Terms │ ├── Standard payment terms │ ├── Credit limit │ ├── Preferred incoterms │ └── Pricing tier │ ├── Interaction History │ ├── All communications │ ├── Meeting notes │ ├── Quotes sent │ └── Orders placed │ └── Notes & Flags ├── Preferences ├── Don'ts (topics/approaches to avoid) └── Special circumstances
### Customer Classification (A/B/C)
| Class | Criteria | Service Level | Contact Frequency |
|-------|----------|--------------|-------------------|
| **A - Key Account** | Top 20% by revenue, strategic importance | Highest | Weekly minimum |
| **B - Regular** | Regular orders, stable relationship | Standard | Bi-weekly |
| **C - Developing** | Growing potential, occasional orders | Growing | Monthly |
| **D - At Risk** | Declining orders, issues | Urgent attention | As needed |
## Phase 2: Contact Management
### Decision-Making Unit (DMU)
For each customer, map the buying team:
| Role | Name | Title | Email | Influence | Final Decision |
|------|------|-------|-------|-----------|----------------|
| Economic Buyer | [Name] | [Title] | [Email] | Budget approval | Yes |
| Technical Buyer | [Name] | [Title] | [Email] | Technical evaluation | No |
| User | [Name] | [Title] | [Email] | Using the product | No |
| Coach | [Name] | [Title] | [Email] | Internal champion | Supports us |
### Communication Preferences
| Contact | Best Channel | Best Time | Language | Notes |
|---------|-------------|-----------|----------|-------|
| [Name] | Email | Morning (their time) | English | Formal tone |
| [Name] | WhatsApp | Afternoon | Chinese | Casual OK |
## Phase 3: Quote Management
### Quote Lifecycle
Draft → Sent → Under Review → Revised → Accepted → Rejected → Expired ↓ Lost (competitor/price)
### Quote Template
Quotation No.: [QUO-YYYYMMDD-XXX] Date: [Date] Valid Until: [Date + 30 days]
TO: Company: [Client Company Name] Attention: [Contact Name] Email: [Email]
| # | Product | Model/Spec | QTY | Unit | Unit Price | Total |
|---|---|---|---|---|---|---|
| 1 | [Product 1] | [Spec] | [X] | pcs | [Price] [Cur] | [Total] |
| 2 | [Product 2] | [Spec] | [X] | pcs | [Price] [Cur] | [Total] |
PRICE TERMS: [FOB/CIF/EXW/DDP] PAYMENT TERMS: [T/T 30% deposit, 70% before shipment] LEAD TIME: [X] days after deposit received LOADING PORT: [Port] DELIVERY: [X] weeks from order confirmation PACKING: [Standard export packing / as agreed]
REMARKS:
We look forward to your response.
Best regards, [Your Name] [Title] [Company Name] Tel: [Phone] | Email: [Email] | WeChat: [WeChat ID]
### Quote Follow-Up Protocol
| Day | Action | Reason |
|-----|--------|--------|
| Day 3 | Check if received | Confirm email delivery |
| Day 7 | Ask if questions | Show responsiveness |
| Day 14 | Share new info | Add value, stay top of mind |
| Day 21 | Price/margin review | Assess competitiveness |
| Day 30 | Quote expiry notice | Create urgency |
| Day 35 | Revised quote or archive | Close loop |
## Phase 4: Order Management
### Order Flow
Inquiry → Quote → Sample → PI (Proforma Invoice) → Order Confirmation → Production → QC → Shipping → Delivery → Invoice → Payment → After-Sales
### Proforma Invoice (PI) Template
PI No.: [PI-YYYYMMDD-XXX] Date: [Date]
SELLER: Company: [Your Company Name] Address: [Your Address] Tel: [Phone] | Fax: [Fax] Email: [Email]
BUYER: Company: [Client Company] Address: [Client Address]
| # | Description | QTY | Unit | Unit Price | Total |
|---|---|---|---|---|---|
| 1 | [Product] | [X] | pcs | [Price] | [Total] |
TOTAL VALUE: [Currency] [Amount] ([Incoterm])
PAYMENT: [T/T 30% deposit, 70% before shipment] LEAD TIME: [X] days SHIPPING: [By sea/air/express] DESTINATION: [Port/City, Country]
BANK DETAILS: Bank Name: [Bank Name] Bank Address: [Bank Address] Account Name: [Account Name] Account No.: [Account No.]