b2b-customer-mgmt

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 ================================================================================ Quotation No.: [QUO-YYYYMMDD-XXX] Date: [Date] Valid Until: [Date + 30 days] TO: Company: [Client Company Name] Attention: [Contact Name] Email: [Email] -------------------------------------------------------------------------------- PRODUCTS: -------------------------------------------------------------------------------- | # | 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] | -------------------------------------------------------------------------------- SUBTOTAL: [Currency] [Amount] FREIGHT: [Currency] [Amount] ([Incoterm]) TOTAL: [Currency] [Amount] -------------------------------------------------------------------------------- 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: - Sample available: Yes/No - Sample cost: [Amount] - Certification available: [List] - MOQ may apply for certain specifications -------------------------------------------------------------------------------- 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 ``` PROFORMA INVOICE ================================================================================ 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] -------------------------------------------------------------------------------- ORDER DETAILS: -------------------------------------------------------------------------------- | # | 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.]