> ## Documentation Index
> Fetch the complete documentation index at: https://docs.snishop.com/llms.txt
> Use this file to discover all available pages before exploring further.

# CRM: Build Relationships and Grow Your Sales Pipeline

> Manage customer profiles, track deals through a visual Kanban pipeline, configure membership tiers, and run bulk WhatsApp campaigns in Snishop ERP.

The Snishop ERP CRM module is your central hub for every customer relationship — from the first contact to a closed deal and beyond. Instead of managing customer data in scattered spreadsheets and chat threads, the CRM gives you a unified, searchable customer database, a visual sales pipeline you can move deals through with a drag, and the tools to reach your entire customer base with targeted WhatsApp campaigns.

## Customer Profiles

Every person or business you sell to should have a customer profile in the CRM. Profiles store all the context you need to build lasting relationships and ensure smooth transactions.

**1. Open the CRM Module**

Click **CRM** in the sidebar. You will land on the **Customers** list — a searchable directory of all your contacts.

**2. Add a New Customer**

Click **+ Add Customer** in the top-right corner. Fill in the customer's details:

* **Full Name** or **Business Name**
* **Phone Number** (used for WhatsApp communications)
* **Email Address**
* **Address** — used for invoice billing and shipping
* **Customer Type** — Individual or Business (B2B)
* **Membership Level** — assign a loyalty tier if applicable (see Membership Levels below)
* **Tags** — add free-form labels like "VIP", "Wholesale", or "Prospect" for easy filtering
* **Notes** — any context about the customer's preferences or history

**3. Add the Customer to the Sales Funnel**

From the customer profile, click **+ Add to Pipeline**. Select the relevant pipeline (you can have multiple for different product lines or sales teams) and choose the deal stage where this customer currently sits.

**4. Move the Customer Through the Funnel**

Open **CRM → Pipeline** to see the Kanban board. Drag the customer's deal card from its current stage column to the next stage as the relationship progresses — for example, from **Lead** to **Qualified**, then to **Proposal Sent**, then to **Negotiation**, and finally to **Closed Won** or **Closed Lost**.

## Sales Pipeline / Funnel

The sales pipeline gives you a visual, real-time picture of where every potential deal stands in your sales process.

### Kanban Board

The pipeline view is a **drag-and-drop Kanban board** where each column represents a deal stage and each card represents a customer deal. At a glance, you can see:

* How many deals are in each stage
* The total potential value of deals in each column
* Which deals have been sitting in a stage too long (cards are flagged with a time-in-stage indicator)

### Customizing Your Pipeline Stages

Every business sells differently. Customize your pipeline stages under **CRM → Pipeline Settings → Edit Stages** — rename existing stages, reorder them, or add new ones that match your actual sales process.

### Deal Details

Click any deal card to open its detail panel, where you can:

* Log a call, meeting, or WhatsApp interaction
* Set a follow-up reminder
* Attach documents (proposals, contracts, quotations)
* Link a Snishop ERP quotation or invoice directly to the deal
* Record the expected deal value and probability of closing

## Membership Levels

Reward your loyal customers and incentivize repeat business with a **tier-based membership program**.

Go to **CRM → Membership → Configure Tiers** to set up your program:

1. Create membership levels — for example: **Regular**, **Silver**, **Gold**, **Platinum**.
2. For each level, define:
   * **Entry criteria** — total spend threshold or manual assignment
   * **Discount rules** — a percentage discount automatically applied in POS or Invoices for customers at this tier
   * **Benefits description** — a label shown on the customer's profile and in the Employee Portal
3. Customers are **automatically promoted** to the next tier when they meet the spend threshold, or you can manually upgrade them from their profile.

In the POS module, when you select a customer before processing a sale, their membership tier is detected and the appropriate discount is applied to the cart automatically.

## Bulk WhatsApp Campaigns

Reach your customers at scale with targeted WhatsApp blast messages — promotional announcements, event invitations, seasonal greetings, or personalized offers.

To send a WhatsApp campaign:

1. Go to **CRM → Campaigns** and click **+ New Campaign**.
2. Give the campaign a name and select your **target audience** using filters:
   * By membership level (e.g., only Gold and Platinum customers)
   * By tag (e.g., all customers tagged "Wholesale")
   * By last purchase date (e.g., customers who haven't bought in 60 days)
   * By location or custom field
3. Write your message in the template editor. Use **merge tags** (e.g., `{{name}}`, `{{last_purchase}}`) to personalize each message automatically.
4. Attach an image, document, or product catalog if needed.
5. Choose to **Send Now** or **Schedule** the campaign for a specific date and time.
6. After sending, review the **Campaign Report** to see delivery rates, read rates, and replies.

> [!NOTE]
>
> WhatsApp blast campaigns require the WhatsApp integration to be configured and active under **Settings → Integrations → WhatsApp**. Without an active WhatsApp integration, campaign messages cannot be delivered. Contact your system administrator to set up the integration — you will need a dedicated WhatsApp number registered with the service.

## Customer Import

If you already have a customer list in a spreadsheet — from a previous system, an event sign-up sheet, or an exported contact list — you can import it into the CRM in bulk rather than entering customers one by one.

> [!TIP]
>
> Download the **CSV import template** from **CRM → Customers → Import → Download Template**, fill it in with your customer data (name, phone, email, address, membership level, tags), and upload it back. Snishop ERP validates each row before importing, highlights any errors for you to fix, and shows a preview of all records before committing them — so you can bulk-populate your CRM in minutes rather than hours.

To run a customer import:

1. Go to **CRM → Customers** and click **Import**.
2. Upload your completed CSV file.
3. Map the CSV columns to Snishop ERP fields if your file uses different column headers.
4. Review the validation summary — correct any flagged rows.
5. Click **Confirm Import**. All valid rows are created as customer profiles immediately.

Duplicate detection runs automatically during import — if a phone number or email already exists in your CRM, the import will flag the row so you can choose to skip it or merge the data.


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