b2b-customer-mgmt

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

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.]