Browse Source

[IMP] crm: Whole documentation overhaul

Organize the pipeline

https://www.odoo.com/documentation/user/11.0/discuss/plan_activities.html (clone it here)
Manage lost opportunities -> https://docs.google.com/document/d/1Uxr5L0tmNTv4cUiq948_8KgHMAgtB--Ib-h9K_XjYQM/edit
Manage multiple sales teams -> https://docs.google.com/document/d/1xbQzJozfPyGJxtu1dlYaBvmtU4aZkkGnRT3jmdzp84s/edit

Acquire leads

Convert leads into opportunities ->
https://docs.google.com/document/d/15huZHD7NLqUC-XyogT1cR_oBof-DlC6U-olfxJLuGfY/edit
Generate leads from emails ->
https://docs.google.com/document/d/1qt5LAyb7jjArZqFQbwHANKhkE1uifVuc0I2pnf9eF7k/edit
Generate leads from your website contact page ->
https://docs.google.com/document/d/1shcyTp4gMuekRMIbJqbHfFIIk10N0GHtHIQlPXuax-Q/edit
Send quotations ->
https://docs.google.com/document/d/1wYfImnN1XxxaPQMjTvvIDgMkhXE5ud1D-9pbkr0khsA/edit

Assign and track leads

Track your prospect visits ->
https://docs.google.com/document/d/1wSoV9wgI6HwD7pogTbPuapIfxCgQ5fUWhZ3frU_iOTk/edit
Assign leads automatically based on scoring ->
https://docs.google.com/document/d/1cBc4XOTAnSjjfg3Q-BS14dB2lvv09NaUCEpIlMKyp6U/edit

Analyze performance

Check your Win/Loss ratio ->
https://docs.google.com/document/d/1_-I50VbyWwSrp63pRYq7_Lo7QSr0b-0ru4FLQZv3C2k/edit

Get an accurate probable turnover ->
https://docs.google.com/document/d/1tfCntvywMehg9xVF5NsjA6-6m7QQ-FryfwGkPAOJPNE/edit

Optimize your Day-to-Day work

Synchronize Google Calendar with Odoo ->
https://www.odoo.com/documentation/user/11.0/crm/calendar/google_calendar_credentials.html (Change name)
Use VOIP services in Odoo with OnSIP ->
https://www.odoo.com/documentation/user/11.0/crm/leads/voip/onsip.html (Change name)
Configure your VOIP Asterisk server for Odoo ->
https://www.odoo.com/documentation/user/11.0/crm/leads/voip/setup.html (Change name)
pull/272/head
Yannick Tivisse 1 year ago
parent
commit
0c97b236c2
176 changed files with 589 additions and 1770 deletions
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crm.rst View File

@@ -7,8 +7,8 @@ CRM
.. toctree::
:titlesonly:

crm/overview
crm/salesteam
crm/leads
crm/reporting
crm/calendar
crm/pipeline
crm/acquire_leads
crm/track_leads
crm/performance
crm/optimize

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=============
Acquire Leads
=============

.. toctree::
:titlesonly:

acquire_leads/convert
acquire_leads/generate_from_email
acquire_leads/generate_from_website
acquire_leads/send_quotes

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================================
Convert leads into opportunities
================================

The system can generate leads instead of opportunities, in order to add
a qualification step before converting a *Lead* into an
*Opportunity* and assigning to the right sales people. You can
activate this mode from the CRM Settings. It applies to all your sales
channels by default. But you can make it specific for specific channels
from their configuration form.

Configuration
=============

For this feature to work, go to :menuselection:`CRM --> Configuration --> Settings`
and activate the *Leads* feature.

.. image:: media/convert01.png
:align: center

You will now have a new submenu *Leads* under *Pipeline* where they
will aggregate.

.. image:: media/convert02.png
:align: center

Convert a lead into an opportunity
==================================

When you click on a *Lead* you will have the option to convert it to
an opportunity and decide if it should still be assigned to the same
channel/person and if you need to create a new customer.

.. image:: media/convert03.png
:align: center

If you already have an opportunity with that customer Odoo will
automatically offer you to merge with that opportunity. In the same
manner, Odoo will automatically offer you to link to an existing
customer if that customer already exists.

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========================================
Generate leads/opportunities from emails
========================================

Automating the lead/opportunity generation will considerably improve
your efficiency. By default, any email sent to
*sales@database\_domain.ext* will create an opportunity in the
pipeline of the default sales channel.

Configure email aliases
=======================

Each sales channel can have its own email alias, to generate
leads/opportunities automatically assigned to it. It is useful if you
manage several sales teams with specific business processes. You will
find the configuration of sales channels under
:menuselection:`Configuration --> Sales Channels`.

.. image:: media/generate_from_email01.png
:align: center

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===========================================================
Generate leads/opportunities from your website contact page
===========================================================

Automating the lead/opportunity generation will considerably improve
your efficiency. Any visitor using the contact form on your website will
create a lead/opportunity in the pipeline.

Use the contact us on your website
==================================

You should first go to your website app.

|image0|\ |image1|

With the CRM app installed, you benefit from ready-to-use contact form
on your Odoo website that will generate leads/opportunities
automatically.

.. image:: media/generate_from_website03.png
:align: center

To change to a specific sales channel, go to :menuselection:`Website
--> Configuration --> Settings` under *Communication* you will find the
Contact Form info and where to change the *Sales Channel* or
*Salesperson*.

.. image:: media/generate_from_website04.png
:align: center

Create a custom contact form
============================

You may want to know more from your visitor when they use they want to
contact you. You will then need to build a custom contact form on your
website. Those contact forms can generate multiple types of records in
the system (emails, leads/opportunities, project tasks, helpdesk
tickets, etc...)

Configuration
=============

You will need to install the free *Form Builder* module. Only
available in Odoo Enterprise.

.. image:: media/generate_from_website05.png
:align: center

Create a custom contact form
----------------------------

From any page you want your contact form to be in, in edit mode, drag
the form builder in the page and you will be able to add all the fields
you wish.

.. image:: media/generate_from_website06.png
:align: center

By default any new contact form will send an email, you can switch to
lead/opportunity generation in *Change Form Parameters*.

.. note::
If the same visitors uses the contact form twice, the second
information will be added to the first lead/opportunity in the chatter.

Generate leads instead of opportunities
=======================================

When using a contact form, it is advised to use a qualification step
before assigning to the right sales people. To do so, activate *Leads*
in CRM settings and refer to :doc:`convert`.

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:width: 1.04401in
:height: 1.16146in
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:width: 1.43229in
:height: 1.16244in

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===============
Send quotations
===============

When you qualified one of your lead into an opportunity you will most
likely need to them send a quotation. You can directly do this in the
CRM App with Odoo.

.. image:: media/send_quotes01.png
:align: center

Create a new quotation
======================

By clicking on any opportunity or lead, you will see a *New Quotation*
button, it will bring you into a new menu where you can manage your
quote.

.. image:: media/send_quotes02.png
:align: center

You will find all your quotes to that specific opportunity under the
*Quotations* menu on that page.

.. image:: media/send_quotes03.png
:align: center

Mark them won/lost
==================

Now you will need to mark your opportunity as won or lost to move the
process along.

If you mark them as won, they will move to your *Won* column in your
Kanban view. If you however mark them as *Lost* they will be archived.

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========
Calendar
========

.. toctree::
:titlesonly:

calendar/google_calendar_credentials

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=====
Leads
=====

.. toctree::
:titlesonly:

leads/generate
leads/manage
leads/voip

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@@ -1,11 +0,0 @@
==============
Generate leads
==============

.. toctree::
:titlesonly:

generate/manual
generate/import
generate/emails
generate/website

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@@ -1,69 +0,0 @@
===========================================
How to generate leads from incoming emails?
===========================================

There are several ways for your company to :doc:`generate leads with Odoo CRM <manual>`.
One of them is using your company's generic email address as a trigger
to create a new lead in the system. In Odoo, each one of your sales
teams is linked to its own email address from which prospects can reach
them. For example, if the personal email address of your Direct team is
**direct@mycompany.example.com**, every email sent will automatically create a new
opportunity into the sales team.

Configuration
=============

The first thing you need to do is to configure your **outgoing email
servers** and **incoming email gateway** from the :menuselection:`Settings module --> General Settings`.

Then set up your alias domain from the field shown here below and
click on **Apply**.

.. image:: ./media/emails01.jpg
:align: center

Set up team alias
=================

Go on the Sales module and click on **Dashboard**. You will see that the
activation of your domain alias has generated a default email alias for
your existing sales teams.

.. image:: ./media/emails02.jpg
:align: center

You can easily personalize your sales teams aliases. Click on the More
button from the sales team of your choice, then on **Settings** to access
the sales team form. Into the **Email Alias** field, enter your email
alias and click on **Save**. Make sure to allow receiving emails from
everyone.

From there, each email sent to this email address will generate a new
lead into the related sales team.

.. image:: ./media/emails03.jpg
:align: center

Set up catch-all email domain
=============================

Additionally to your sales team aliases, you can also create a generic
email alias (e.g. *contact@* or *info@* ) that will also generate a new
contact in Odoo CRM. Still from the Sales module, go to
:menuselection:`Configuration --> Settings` and set up your catch-all email domain.

.. tip::

You can choose whether the contacts generated from your catch-all email
become leads or opportunities using the radio buttons that you see on the
screenshot here below. Note that, by default, the lead stage is not
activated in Odoo CRM.

.. image:: ./media/emails04.jpg
:align: center

.. seealso::

* :doc:`manual`
* :doc:`import`
* :doc:`website`

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==================================
How to import contacts to the CRM?
==================================

In Odoo CRM, you can import a database of potential customers, for
instance for a cold emailing or cold calling campaign, through a CSV
file. You may be wondering if the best option is to import your contacts
as leads or opportunities. It depends on your business specificities and
workflow:

- Some companies may decide to not use leads, but instead to keep all
information directly in an opportunity. For some companies, leads
are merely an extra step in the sales process. You could call
this extended (start from lead) versus simplified (start from
opportunity) customer relationship management.

- Odoo perfectly allows for either one of these approaches to be
chosen. If your company handles its sales from a pre
qualification step, feel free to activate first the lead stage as
described below in order to import your database as leads

Activate the lead stage
=======================

By default, the lead stage is not activated in Odoo CRM. If you want to
import your contacts as leads rather than opportunities, go to
:menuselection:`Configuration --> Settings`, select the option **use leads
if…** as shown below and click on **Apply**.

.. image:: ./media/import01.jpg
:align: center

This activation will create a new submenu :menuselection:`Sales --> Leads`
from which you will be able to import your contacts from the
**Import** button (if you want to create a lead manually, :doc:`click here <manual>`)

.. image:: ./media/import02.jpg
:align: center

Import your CSV file
====================

On the new submenu :menuselection:`Sales --> Leads`, click on **Import** and select your
Excel file to import from the **Choose File** button. Make sure its
extension is **.csv** and don't forget to set up the correct File format
options (**Encoding** and **Separator**) to match your local
settings and display your columns properly.

.. note::
If your prospects database is provided in another format than CSV, you can
easily convert it to the CSV format using Microsoft Excel, OpenOffice /
LibreOffice Calc, Google Docs, etc.

.. image:: ./media/import03.jpg
:align: center

Select rows to import
=====================

Odoo will automatically map the column headers from your CSV file to the
corresponding fields if you tick *The first row of the file contains the
label of the column* option. This makes imports easier especially when
the file has many columns. Of course, you can remap the column headers
to describe the property you are importing data into (First Name, Last
Name, Email, etc.).

.. image:: ./media/import04.jpg
:align: center

.. tip::

If you want to import your contacts as opportunities rather than leads, make
sure to add the *Type* column to your csv. This column is used to indicate
whether your import will be flagged as a Lead (type = Lead) or as an
opportunity (type = Opportunity).

Click the **Validate** button if you want to let Odoo verify that
everything seems okay before importing. Otherwise, you can directly
click the Import button: the same validations will be done.

.. note::

For additional technical information on how to import contacts into Odoo CRM,
read the **Frequently Asked Questions** section located below the Import tool
on the same window.

.. seealso::

- :doc:`manual`
- :doc:`emails`
- :doc:`website`

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======================================
How to create a contact into Odoo CRM?
======================================

Odoo CRM allows you to manually add contacts into your pipeline. It can
be either a lead or an opportunity.

Activate the lead stage
=======================

By default, the lead stage is not activated in Odoo CRM. To activate it,
go to :menuselection:`Sales --> Configuration --> Settings`, select the option ""use leads
if…** as shown below and click on **Apply**.

.. image:: ./media/manual01.jpg
:align: center

This activation will create a new submenu **Leads** under
**Sales** that gives you access to a list of all your leads from
which you will be able to create a new contact.

.. image:: ./media/manual02.jpg
:align: center

Create a new lead
=================

Go to :menuselection:`Sales --> Leads` and click the **Create** button.

.. image:: ./media/manual03.jpg
:align: center

From the contact form, provide all the details in your possession
(contact name, email, phone, address, etc.) as well as some additional
information in the **Internal notes** field.

.. note::

your lead can be directly handed over to specific sales team and salesperson
by clicking on **Convert to Opportunity** on the upper left corner of the screen.

Create a new opportunity
========================

You can also directly add a contact into a specific sales team without
having to convert the lead first. On the Sales module, go to your
dashboard and click on the **Pipeline** button of the desired sales
team. If you don't have any sales team yet, :doc:`you need to create one first <../../salesteam/setup/create_team>`.
Then, click on **Create** and fill in the contact details as shown here
above. By default, the newly created opportunity will appear on the
first stage of your sales pipeline.

Another way to create an opportunity is by adding it directly on a
specific stage. For example, if you have have spoken to Mr. Smith at a
meeting and you want to send him a quotation right away, you can add his
contact details on the fly directly into the **Proposition** stage. From
the Kanban view of your sales team, just click on the **+** icon
at the right of your stage to create the contact. The new opportunity
will then pop up into the corresponding stage and you can then fill in
the contact details by clicking on it.

.. image:: ./media/manual04.png
:align: center

.. seealso::

* :doc:`import`

* :doc:`emails`

* :doc:`website`

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======================================
How to generate leads from my website?
======================================

Your website should be your company's first lead generation tool. With
your website being the central hub of your online marketing campaigns,
you will naturally drive qualified traffic to feed your pipeline. When a
prospect lands on your website, your objective is to capture his
information in order to be able to stay in touch with him and to push
him further down the sales funnel.

This is how a typical online lead generation process work :

- Your website visitor clicks on a call-to action (CTA) from one of
your marketing materials (e.g. an email newsletter, a social
media message or a blog post)

- The CTA leads your visitor to a landing page including a form used to
collect his personal information (e.g. his name, his email
address, his phone number)

- The visitor submits the form and automatically generates a lead into
Odoo CRM

.. tip::

Your calls-to-action, landing pages and forms are the key pieces of the lead
generation process. With Odoo Website, you can easily create and optimize
those critical elements without having to code or to use third-party
applications. Learn more `here <https://www.odoo.com/page/website-builder>`__.

In Odoo, the Website and CRM modules are fully integrated, meaning that
you can easily generate leads from various ways through your website.
However, even if you are hosting your website on another CMS, it is
still possible to fill Odoo CRM with leads generated from your website.

Activate the lead stage
=======================

By default, the lead stage is not activated in Odoo CRM. Therefore, new
leads automatically become opportunities. You can easily activate the
option of adding the lead step. If you want to import your contacts as
leads rather than opportunities, from the Sales module go to
:menuselection:`Configuration --> Settings`, select the option **use leads
if…** as shown below and click on **Apply**.

.. image:: ./media/website01.jpg
:align: center

Note that even without activating this step, the information that
follows is still applicable - the lead generated will land in the
opportunities dashboard.

From an Odoo Website
====================

Let's assume that you want to get as much information as possible about
your website visitors. But how could you make sure that every person who
wants to know more about your company's products and services is
actually leaving his information somewhere? Thanks to Odoo's integration
between its CRM and Website modules, you can easily automate your lead
acquisition process thanks to the **contact form** and the **form builder**
modules

.. note::

another great way to generate leads from your Odoo Website is by collecting
your visitors email addresses thanks to the Newsletter or Newsletter Popup
CTAs. These snippets will create new contacts in your Email Marketing's
mailing list. Learn more `here <https://www.odoo.com/page/email-marketing>`__.

Configuration
-------------

Start by installing the Website builder module. From the main dashboard,
click on **Apps**, enter "**Website**" in the search bar and click on **Install**.
You will be automatically redirected to the web interface.

.. image:: ./media/website02.png
:align: center

.. tip::

A tutorial popup will appear on your screen if this is the first time you
use Odoo Website. It will help you get started with the tool and you'll be
able to use it in minutes. Therefore, we strongly recommend you to use it.

Create a lead by using the Contact Form module
----------------------------------------------

You can effortlessly generate leads via a contact form on your **Contact
us** page. To do so, you first need to install the Contact Form module.
It will add a contact form in your **Contact us** page and automatically
generate a lead from forms submissions.

To install it, go back to the backend using the square icon on the
upper-left corner of your screen. Then, click on **Apps**, enter
"**Contact Form**" in the search bar (don't forget to remove the **Apps** tag
otherwise you will not see the module appearing) and click on **Install**.

.. image:: ./media/website03.png
:align: center

Once the module is installed, the below contact form will be integrated
to your "Contact us" page. This form is linked to Odoo CRM, meaning that
all data entered through the form will be captured by the CRM and will
create a new lead.

.. image:: ./media/website04.jpg
:align: center

Every lead created through the contact form is accessible in the Sales
module, by clicking on :menuselection:`Sales --> Leads`. The name of the lead corresponds
to the "Subject" field on the contact form and all the other information
is stored in the corresponding fields within the CRM. As a salesperson,
you can add additional information, convert the lead into an opportunity
or even directly mark it as Won or Lost.

.. image:: ./media/website05.jpg
:align: center

Create a lead using the Form builder module
-------------------------------------------

You can create fully-editable custom forms on any landing page on your
website with the Form Builder snippet. As for the Contact Form module,
the Form Builder will automatically generate a lead after the visitor
has completed the form and clicked on the button **Send**.

From the backend, go to Settings and install the
"**Website Form Builder**" module (don't forget to remove the **Apps** tag
otherwise you will not see the modules appearing). Then, back on the
website, go to your desired landing page and click on Edit to access
the available snippets. The Form Builder snippet lays under the
**Feature** section.

.. image:: ./media/website06.png
:align: center

As soon as you have dropped the snippet where you want the form to
appear on your page, a **Form Parameters** window will pop up. From the
**Action** drop-down list, select **Create a lead** to automatically
create a lead in Odoo CRM. On the **Thank You** field, select the URL of
the page you want to redirect your visitor after the form being
submitted (if you don't add any URL, the message "The form has been
sent successfully" will confirm the submission).

.. image:: ./media/website07.png
:align: center

You can then start creating your custom form. To add new fields, click
on **Select container block** and then on the blue **Customize** button. 3
options will appear:

.. image:: ./media/website08.png
:align: center

- **Change Form Parameters**: allows you to go back to the Form
Parameters and change the configuration

- **Add a model field**: allows you to add a field already existing in
Odoo CRM from a drop-down list. For example, if you select the
Field *Country*, the value entered by the lead will appear under
the *Country* field in the CRM - even if you change the name of
the field on the form.

- **Add a custom field**: allows you to add extra fields that don't exist
by default in Odoo CRM. The values entered will be added under
"Notes" within the CRM. You can create any field type : checkbox,
radio button, text, decimal number, etc.

Any submitted form will create a lead in the backend.

From another CMS
=================

If you use Odoo CRM but not Odoo Website, you can still automate your
online lead generation process using email gateways by editing the
"Submit" button of any form and replacing the hyperlink by a mailto
corresponding to your email alias (learn how to create your sales alias
:doc:`here <emails>`).

For example if the alias of your company is
**salesEMEA@mycompany.com**, add
``mailto:salesEMEA@mycompany.com``
into the regular hyperlink code (CTRL+K) to generate a lead into the
related sales team in Odoo CRM.

.. image:: ./media/website09.png
:align: center

.. seealso::

- :doc:`manual`
- :doc:`import`
- :doc:`emails`

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============
Manage leads
============

.. toctree::
:titlesonly:

manage/automatic_assignation
manage/lead_scoring

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================================================================
Automate lead assignation to specific sales teams or salespeople
================================================================

Depending on your business workflow and needs, you may need to dispatch
your incoming leads to different sales team or even to specific
salespeople. Here are a few example:

- Your company has several offices based on different geographical
regions. You will want to assign leads based on the region;

- One of your sales teams is dedicated to treat opportunities from
large companies while another one is specialized for SMEs. You
will want to assign leads based on the company size;

- One of your sales representatives is the only one to speak foreign
languages while the rest of the team speaks English only.
Therefore you will want to assign to that person all the leads
from non-native English-speaking countries.

As you can imagine, manually assigning new leads to specific individuals
can be tedious and time consuming - especially if your company generates
a high volume of leads every day. Fortunately, Odoo CRM allows you to
automate the process of lead assignation based on specific criteria such
as location, interests, company size, etc. With specific workflows and
precise rules, you will be able to distribute all your opportunities
automatically to the right sales teams and/or salesman.

Configuration
=============

If you have just started with Odoo CRM and haven't set up your sales
team nor registered your salespeople, :doc:`read this documentation first <../../overview/started/setup>`.

.. note::
You have to install the module **Lead Scoring**. Go to
:menuselection:`Apps` and install it if it's not the case already.

Define rules for a sales team
=============================

From the sales module, go to your dashboard and click on the **More**
button of the desired sales team, then on **Settings**. If you don't
have any sales team yet, :doc:`you need to create one first <../../salesteam/setup/create_team>`.

.. image:: ./media/automatic01.jpg
:align: center


On your sales team menu, use in the **Domain** field a specific domain
rule (for technical details on the domain refer on the
`Building a Module tutorial <https://www.odoo.com/documentation/11.0/howtos/backend.html#domains>`__
or `Syntax reference guide <https://www.odoo.com/documentation/11.0/reference/orm.html#reference-orm-domains>`__)
which will allow only the leads matching the team domain.

For example, if you want your *Direct Sales* team to only receive leads
coming from United States and Canada, your domain will be as following :

``[[country_id, 'in', ['United States', 'Canada']]]``

.. image:: ./media/automatic02.jpg
:align: center

.. note::

you can also base your automatic assignment on the score attributed to your
leads. For example, we can imagine that you want all the leads with a score
under 100 to be assigned to a sales team trained for lighter projects and
the leads over 100 to a more experienced sales team. Read more on :doc:`how to score leads here <lead_scoring>`.

Define rules for a salesperson
==============================

You can go one step further in your assignment rules and decide to
assign leads within a sales team to a specific salesperson. For example,
if I want Toni Buchanan from the *Direct Sales* team to receive only
leads coming from Canada, I can create a rule that will automatically
assign him leads from that country.

Still from the sales team menu (see here above), click on the
salesperson of your choice under the assignment submenu. Then, enter
your rule in the *Domain* field.

.. image:: ./media/automatic03.jpg
:align: center

.. note::

In Odoo, a lead is always assigned to a sales team before to be assigned to
a salesperson. Therefore, you need to make sure that the assignment rule of
your salesperson is a child of the assignment rule of the sales team.

.. seealso::

* :doc:`../../overview/started/setup`

.. todo:: * How to assign sales activities into multiple sales teams?

.. todo:: * How to make sure my salespeople work on the most promising leads?


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=================================
How to do efficient Lead Scoring?
=================================

Odoo's Lead Scoring module allows you to give a score to your leads
based on specific criteria - the higher the value, the more likely the
prospect is "ready for sales". Therefore, the best leads are
automatically assigned to your salespeople so their pipe are not
polluted with poor-quality opportunities.

.. note::
Lead scoring is a critical component of an effective lead
management strategy. By helping your sales representative
determine which leads to engage with in order of priority,
you will increase their overall conversion rate and your
sales team's efficiency.

Configuration
=============

Install the Lead Scoring module
-------------------------------

Start by installing the **Lead Scoring** module.

Once the module is installed, you should see a new menu
:menuselection:`Sales --> Leads Management --> Scoring Rules`

.. image:: media/lead_scoring02.png
:align: center

Create scoring rules
--------------------

Leads scoring allows you to assign a positive or negative score to your
prospects based on any demographic or behavioral criteria that you have
set (country or origin, pages visited, type of industry, role, etc.). To
do so you'll first need to create rules that will assign a score to a
given criteria.


.. tip::
In order to assign the right score to your various rules, you can use these two methods:

- Establish a list of assets that your ideal customer might possess to interest your company.
For example, if you run a local business in California, a prospect coming from
San Francisco should have a higher score than a prospect coming from New York.

- Dig into your data to uncover characteristics shared by your closed opportunities
and most important clients.

Please note that this is not an exact science, so you'll need time
and feedback from your sales teams to adapt and fine tune your rules
until getting the desired result.

In the **Scoring Rules** menu, click on **Create** to write your first rule.

.. image:: media/lead_scoring01.png
:align: center

First name your rule, then enter a value and a domain (refer on the
`official python documentation <https://docs.python.org/2/tutorial/>`__
for more information). For example, if you want to assign 8 points to all the
leads coming from **Belgium**, you'll need to give ``8`` as a **value** and
``[['country\_id',=,'Belgium']]`` as a domain.

.. tip::
Here are some criteria you can use to build a scoring rule :

- country of origin : ``'country_id'``

- stage in the sales cycle : ``'stage_id'``

- email address (e.g. if you want to score the professional email addresses) : ``'email_from'``

- page visited : ``'score_pageview_ids.url'``

- name of a marketing campaign : ``'campaign_id'``

After having activated your rules, Odoo will give a value to all your
new incoming leads. This value can be found directly on your lead's form
view.

.. image:: media/lead_scoring04.png
:align: center

Assign high scoring leads to your sales teams
=============================================

The next step is now to automatically convert your best leads into
opportunities. In order to do so, you need to decide what is the minimum
score a lead should have to be handed over to a given sales team. Go to
your **sales dashboard** and click on the **More** button of your desired sales
team, then on **Settings**. Enter your value under the **Minimum score**
field.

.. image:: media/lead_scoring03.png
:align: center

From the example above, the **Direct Sales** team will only receive
opportunities with a minimum score of ``50``. The prospects with a lower
score can either stay in the lead stage or be assigned to another sales
team which has set up a different minimum score.

.. tip::
Organize a meeting between your **Marketing** and **Sales** teams in order
to align your objectives and agree on what minimum score makes a sales-ready lead.

.. seealso::
* :doc:`automatic_assignation`

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=========
Odoo VOIP
=========

.. toctree::
:titlesonly:

voip/setup
voip/onsip

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=============================
Optimize your Day-to-Day work
=============================

.. toctree::
:titlesonly:

optimize/google_calendar_credentials
optimize/onsip
optimize/setup

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@@ -1,6 +1,6 @@
==========================================================
How to synchronize your Odoo Calendar with Google Calendar
==========================================================
=====================================
Synchronize Google Calendar with Odoo
=====================================

Odoo is perfectly integrated with Google Calendar so that you
can see & manage your meetings from both platforms

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@@ -1,6 +1,6 @@
===================
OnSIP Configuration
===================
====================================
Use VOIP services in Odoo with OnSIP
====================================

Introduction
============

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@@ -1,6 +1,6 @@
======================
Installation and Setup
======================
============================================
Configure your VOIP Asterisk server for Odoo
============================================

Installing Asterisk server
==========================

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@@ -1,10 +0,0 @@
========
Overview
========

.. toctree::
:titlesonly:

overview/started
overview/process
overview/main_concepts

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==============
Main Concepts
==============

.. toctree::
:titlesonly:

main_concepts/introduction
main_concepts/terminologies

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========================
Introduction to Odoo CRM
========================

.. youtube:: fgdz8MH2YHY
:align: right
:width: 700
:height: 394

Transcript
==========

Hi, my name is Nicholas, I'm a business manager in the
textile industry. I sell accessories to retailers. Do you
know the difference between a good salesperson and an
excellent salesperson? The key is to be productive and
organized to do the job. That's where Odoo comes in. Thanks
to a well structured organization you'll change a good
team into an exceptional team.

With Odoo CRM, the job is much easier for me and my entire
team. When I log in into Odoo CRM, I have a direct overview
of my ongoing performance. But also the activity of the next
7 days and the performance of the last month. I see that I
overachieved last month when compared to my invoicing target
of $200,000. I have a structured approach of my performance.

If I want to have a deeper look into the details, I click
on next actions and I can see that today I have planned a
call with Think Big Systems. Once I have done my daily
review, I usually go to my pipeline. The process is the
same for everyone in the team. Our job is to find resellers
and before closing any deal we have to go through different
stages. We usually have a first contact to qualify the
opportunity, then move into offer & negotiation stage, and
closing by a 'won'..Well, that's if all goes well.

The user interface is really smooth, I can drag and drop
any business opportunity from one stage to another in just
a few clicks.

Now I'd like to go further with an interesting contact:
a department store. I highlighted their file by changing
the color. For each contact, I have a form view where I can
access to all necessary information about the contact. I see
here my opportunity Macy's has an estimated revenue of $50,000
and a success rate of 10%. I need to discuss about this
partnership, so I will schedule a meeting straight from the
contact form: Macy's partnership meeting. It's super easy
to create a new meeting with any contact. I can as well send
an email straight from the opportunity form and the answer
from the prospect will simply pop up in the system too. Now,
let's assume that the meeting took place, therefore I can
mark it as done. And the system automatically suggests a
next activity. Actually, we configured Odoo with a set of
typical activities we follow for every opportunity, and it's
great to have a thorough followup. The next activity will
be a follow-up email. Browsing from one screen to the other
is really simple and adapting to the view too! I can see my
opportunitities as a to-do list of next activities for example.

With Odoo CRM I have a sales management tool that is really
efficient and me and my team can be well organized. I have
a clear overview of my sales pipeline, meetings, revenues,
and more.

I go back to my pipeline. Macy's got qualified successfully,
which mean I can move their file to the next step and I will
dapt the expected revenue as discussed. Once I have performed
the qualification process, I will create a new quotation
based on the feedback I received from my contact. For my
existing customers, I can as well quickly discover the activity
around them for any Odoo module I use, and continue to
discuss about them. It's that simple.

We have seen how I can manage my daily job as business
manager or salesperson. At the end of the journey I would
like to have a concrete view of my customer relationships
and expected revenues. If I go into the reports in Odoo
CRM, I have the possibility to know exactly what's the
evolution of the leads over the past months, or have a look
at the potential revenues and the performance of the
different teams in terms of conversions from leads to
opportunities for instance. So with Odoo I can have a
clear reporting of every activity based on predefined
metrics or favorites. I can search for other filters
too and adapt the view. If I want to go in the details,
I choose the list view and can click on any item

Odoo CRM is not only a powerful tool to achieve our sales
goals with structured activities, performance dashboard,
next acitivities and more, but also allows me to:

- Use leads to get in the system unqualified but targeted
contacts I may have gathered in a conference or through
a contact form on my website. Those leads can then be
converted into opportunities.

- Manage phone calls from Odoo CRM by using the VoIP app.
Call customers, manage a call queue, log calls, schedule
calls and next actions to perform.

- Integrate with Odoo Sales to create beautiful online or
PDF quotations and turn them into sales orders.

- Use email marketing for marketing campaigns to my customers
and prospects.

- Manage my business seamlessly, even on the go. Indeed,
Odoo offers a mobile app that lets every business
organize key sales activities from leads to quotes.

Odoo CRM is a powerful, yet easy-to-use app. I firstly used
the sales planner to clearly state my objectives and set up
our CRM. It will help you getting started quickly too.

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======================
Odoo CRM Terminologies
======================

- **CRM (Customer relationship management)**:
System for managing a
company's interactions with current and future customers. It
often involves using technology to organize, automate, and
synchronize sales, marketing, customer service, and technical
support.

- **Sales cycle** :
Sequence of phases used by a company to convert a
prospect into a customer.

- **Pipeline :**
Visual representation of your sales process, from the
first contact to the final sale. It refers to the process by
which you generate, qualify and close leads through your sales
cycle.

- **Sales stage** :
In Odoo CRM, a stage defines where an opportunity
is in your sales cycle and its probability to close a sale.

- **Lead :**
Someone who becomes aware of your company or someone who
you decide to pursue for a sale, even if they don't know about
your company yet.

- **Opportunity :**
A lead that has shown an interest in knowing more
about your products/services and therefore has been handed over
to a sales representative

- **Customer :**
In Odoo CRM, a customer refers to any contact within
your database, whether it is a lead, an opportunity, a client or
a company.

- **Key Performance Indicator (KPI)** :
A KPI is a measurable value
that demonstrates how effectively a company is achieving key
business objectives. Organizations use KPIs to evaluate their
success at reaching targets.

- **Lead scoring** :
System assigning a positive or negative score to
prospects according to their web activity and personal
informations in order to determine whether they are "ready for
sales" or not.

- **Kanban view :**
In Odoo, the Kanban view is a workflow
visualisation tool halfway between a `list
view <https://www.odoo.com/documentation/11.0/reference/views.html#lists>`__
and a non-editable `form
view <https://www.odoo.com/documentation/11.0/reference/views.html#forms>`__
and displaying records as "cards". Records may be grouped in
columns for use in workflow visualisation or manipulation (e.g.
tasks or work-progress management), or ungrouped (used simply to
visualize records).

- **List view :**
View allowing you to see your objects (contacts,
companies, tasks, etc.) listed in a table.

- **Lead generation:**
Process by which a company collects relevant
datas about potential customers in order to enable a relationship
and to push them further down the sales cycle.

- **Campaign:**
Coordinated set of actions sent via various channels to
a target audience and whose goal is to generate leads. In Odoo
CRM, you can link a lead to the campaign which he comes from in
order to measure its efficiency.

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================
Process Overview
================

.. toctree::
:titlesonly:

process/generate_leads

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==============================
Generating leads with Odoo CRM
==============================

What is lead generation?
========================

Lead generation is the process by which a company acquires leads and
collects relevant datas about potential customers in order to enable a
relationship and to turn them into customers.

For example, a website visitor who fills in your contact form to know
more about your products and services becomes a lead for your company.
Typically, a Customer Relationship Management tool such as Odoo CRM is
used to centralize, track and manage leads.

Why is lead generation important for my business?
=================================================

Generating a constant flow of high-quality leads is one of the most
important responsibility of a marketing team. Actually, a well-managed
lead generation process is like the fuel that will allow your company to
deliver great performances - leads bring meetings, meetings bring sales,
sales bring revenue and more work.

How to generate leads with Odoo CRM?
====================================

Leads can be captured through many sources - marketing campaigns,
exhibitions and trade shows, external databases, etc. The most common
challenge is to successfully gather all the data and to track any lead
activity. Storing leads information in a central place such as Odoo CRM
will release you of these worries and will help you to better automate
your lead generation process, share information with your teams and
analyze your sales processes easily.

Odoo CRM provides you with several methods to generate leads:

* :doc:`../../leads/generate/emails`

An inquiry email sent to one of your company's generic email addresses
can automatically generate a lead or an opportunity.

* :doc:`../../leads/generate/manual`

You may want to follow up with a prospective customer met briefly at an
exhibition who gave you his business card. You can manually create a new
lead and enter all the needed information.

* :doc:`../../leads/generate/website`

A website visitor who fills in a form automatically generates a lead or
an opportunity in Odoo CRM.

* :doc:`../../leads/generate/import`

You can provide your salespeople lists of prospects - for example for a
cold emailing or a cold calling campaign - by importing them from any
CSV file.

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===============
Getting started
===============

.. toctree::
:titlesonly:

started/setup

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======================================================
How to setup your teams, sales process and objectives?
======================================================

This quick step-by-step guide will lead you through Odoo CRM and help
you handle your sales funnel easily and constantly manage your sales
funnel from lead to customer.

Configuration
=============

Create your database from `www.odoo.com/start <http://www.odoo.com/start>`__, select the CRM
icon as first app to install, fill in the form and click on *Create
now*. You will automatically be directed to the module when the database
is ready.

.. image:: media/setup01.png
:align: center

.. tip::

You will notice that the installation of the CRM module has created the
submodules Chat, Calendar and Contacts. They are mandatory so that every
feature of the app is running smoothly.

Introduction to the Sales Planner
=================================

The Sales Planner is a useful step-by-step guide created to help you
implement your sales funnel and define your sales objectives easier. We
strongly recommend you to go through every step of the tool the first
time you use Odoo CRM and to follow the requirements. Your input are
strictly personal and intended as a personal guide and mentor into your
work. As it does not interact with the backend, you are free to adapt
any detail whenever you feel it is needed.

You can reach the Sales Planner from anywhere within the CRM module by
clicking on the progress bar located on the upper-right side of your
screen. It will show you how far you are in the use of the Sales
Planner.

.. image:: ./media/setup02.png
:align: center

Set up your first sales team
============================

Create a new team
-----------------

A Direct Sales team is created by default on your instance. You can
either use it or create a new one. Refer to the page :doc:`../../salesteam/setup/create_team`
for more information.

Assign salespeople to your sales team
-------------------------------------

When your sales teams are created, the next step is to link your
salespeople to their team so they will be able to work on the
opportunities they are supposed to receive. For example, if within your
company Tim is selling products and John is selling maintenance
contracts, they will be assigned to different teams and will only
receive opportunities that make sense to them.

In Odoo CRM, you can create a new user on the fly and assign it directly
to a sales team. From the **Dashboard**, click on the button **More** of
your selected sales team, then on **Settings**. Then, under the
**Assignation** section, click on **Create** to add a new salesperson to
the team.

From the **Create: salesman** pop up window (see screenshot below),
you can assign someone on your team:

- Either your salesperson already exists in the system and you will
just need to click on it from the drop-down list and it will be
assigned to the team
- Or you want to assign a new salesperson that doesn't exist into the
system yet - you can do it by creating a new user on the fly from
the sales team. Just enter the name of your new salesperson and
click on Create (see below) to create a new user into the system
and directly assign it to your team. The new user will receive an
invite email to set his password and log into the system. Refer
to :doc:`../../salesteam/manage/create_salesperson`
for more information about that process

.. image:: ./media/setup03.png
:align: center

Set up your pipeline
--------------------

Now that your sales team is created and your salespeople are linked to
it, you will need to set up your pipeline -create the process by which
your team will generate, qualify and close opportunities through your
sales cycle. Refer to the document :doc:`../../salesteam/setup/organize_pipeline`
to define the stages of your pipeline.

Set up incoming email to generate opportunities
-----------------------------------------------

In Odoo CRM, one way to generate opportunities into your sales team is
to create a generic email address as a trigger. For example, if the
personal email address of your Direct team is
`direct@mycompany.example.com <mailto:direct@mycompany.example.com>`__\,
every email sent will automatically create a new opportunity into the
sales team.

Refer to the page :doc:`../../leads/generate/emails` to set it up.

Automate lead assignation
-------------------------

If your company generates a high volume of leads every day, it could
be useful to automate the assignation so the system will distribute
all your opportunities automatically to the right department.

Refer to the document :doc:`../../leads/manage/automatic_assignation` for more information.

.. todo::
Related topics
- CRM onboarding video

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===================
Analyze performance
===================

.. toctree::
:titlesonly:

performance/win_loss
performance/turnover

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=================================
Get an accurate probable turnover
=================================

As you progress in your sales cycle, and move from one stage to another,
you can expect to have more precise information about a given
opportunity giving you an better idea of the probability of closing it,
this is important to see your expected turnover in your various reports.

Configure your kanban stages
============================

By default, Odoo Kanban view has four stages: New, Qualified,
Proposition, Won. Respectively with a 10, 30, 70 and 100% probability of
success. You can add stages as well as edit them. By refining default
probability of success for your business on stages, you can make your
probable turnover more and more accurate.

.. image:: media/turnover01.png
:align: center

.. image:: media/turnover02.png
:align: center

Every one of your opportunities will have the probability set by default
but you can modify them manually of course.

Set your opportunity expected revenue & closing date
====================================================

When you get information on a prospect, it is important to set an
expected revenue and expected closing date. This will let you see your
total expected revenue by stage as well as give a more accurate probable
turnover.

.. image:: media/turnover03.png
:align: center

See the overdue or closing soon opportunities
=============================================

In your pipeline, you can filter opportunities by how soon they will be
closing, letting you prioritize.

.. image:: media/turnover04.png
:align: center

As a sales manager, this tool can also help you see potential ways to
improve your sale process, for example a lot of opportunities in early
stages but with near closing date might indicate an issue.

View your total expected revenue and probable turnover
======================================================

While in your Kanban view you can see the expected revenue for each of
your stages. This is based on each opportunity expected revenue that you
set.

.. image:: media/turnover05.png
:align: center

As a manager you can go to :menuselection:`CRM --> Reporting --> Pipeline Analysis`
by default *Probable Turnover* is set as a measure. This report will take
into account the revenue you set on each opportunity but also the
probability they will close. This gives you a much better idea of your
expected revenue allowing you to make plans and set targets.

.. image:: media/turnover06.png
:align: center

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=========================
Check your Win/Loss Ratio
=========================

To see how well you are doing with your pipeline, take a look at
the Win/Loss ratio.

To access this report, go to your *Pipeline* view under the
*Reporting* tab.

From there you can filter to which opportunities you wish to see, yours,
the ones from your sales channel, your whole company, etc. You can then
click on filter and check Won/Lost.

.. image:: media/win_loss01.png
:align: center

You can also change the *Measures* to *Total Revenue*.

.. image:: media/win_loss02.png
:align: center

You also have the ability to switch to a pie chart view.

.. image:: media/win_loss03.png
:align: center

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=====================
Organize the pipeline
=====================

.. toctree::
:titlesonly:

../discuss/plan_activities
pipeline/lost_opportunities
pipeline/multi_sales_team

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=========================
Manage lost opportunities
=========================

While working with your opportunities, you might lose some of them. You
will want to keep track of the reasons you lost them and also which ways
Odoo can help you recover them in the future.

Mark a lead as lost
===================

While in your pipeline, select any opportunity you want and you will see
a *Mark Lost* button.

You can then select an existing *Lost Reason* or create a new one
right there.

.. image:: media/lost_opportunities01.png
:align: center

Manage & create lost reasons
----------------------------

You will find your *Lost Reasons* under :menuselection:`Configuration --> Lost Reasons`.

You can select & rename any of them as well as create a new one from
there.

Retrieve lost opportunities
===========================

To retrieve lost opportunities and do actions on them (send an email,
make a feedback call, etc.), select the *Lost* filter in the search
bar.

.. image:: media/lost_opportunities02.png
:align: center

You will then see all your lost opportunities.

If you want to refine them further, you can add a filter on the *Lost
Reason*.

For Example, *Too Expensive*.

.. image:: media/lost_opportunities03.png
:align: center

Restore lost opportunities
==========================

From the Kanban view with the filter(s) in place, you can select any
opportunity you wish and work on it as usual. You can also restore it by
clicking on *Archived*.

.. image:: media/lost_opportunities04.png
:align: center

You can also restore items in batch from the Kanban view when they
belong to the same stage. Select *Restore Records* in the column
options. You can also archive the same way.

.. image:: media/lost_opportunities05.png
:align: center

To select specific opportunities, you should switch to the list view.

.. image:: media/lost_opportunities06.png
:align: center

Then you can select as many or all opportunities and select the actions
you want to take.

.. image:: media/lost_opportunities07.png
:align: center

.. seealso::
* :doc:`../performance/win_loss`

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===========================
Manage multiple sales teams
===========================

In Odoo, you can manage several sales teams, departments or channels
with specific sales processes. To do so, we use the concept of *Sales
Channel*.

Create a new sales channel
==========================

To create a new *Sales Channel*, go to :menuselection:`Configuration --> Sales Channels`.

There you can set an email alias to it. Every message sent to that email
address will create a lead/opportunity.

.. image:: media/multi_sales_team01.png
:align: center

Add members to your sales channel
---------------------------------

You can add members to any channel; that way those members will see the
pipeline structure of the sales channel when opening it. Any
lead/opportunity assigned to them will link to the sales channel.
Therefore, you can only be a member of one channel.

This will ease the process review of the team manager.

.. image:: media/multi_sales_team02.png
:align: center

If you now filter on this specific channel in your pipeline, you will
find all of its opportunities.

.. image:: media/multi_sales_team03.png
:align: center

Sales channel dashboard
=======================

To see the operations and results of any sales channel at a glance, the
sales manager also has access to the *Sales Channel Dashboard* under
*Reporting*.

It is shared with the whole ecosystem so every revenue stream is
included in it: Sales, eCommerce, PoS, etc.

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===========
Reporting
===========

.. toctree::
:titlesonly:

reporting/analysis
reporting/review

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===========================================================================
How to analyze the sales performance of your team and get customize reports
===========================================================================

As a manager, you need to constantly monitor your team's performance
in order to help you take accurate and relevant decisions for the
company. Therefore, the **Reporting** section of **Odoo Sales** represents a
very important tool that helps you get a better understanding of where
your company's strengths, weaknesses and opportunities are, showing
you trends and forecasts for key metrics such as the number of
opportunities and their expected revenue over time , the close rate by
team or the length of sales cycle for a given product or service.

Beyond these obvious tracking sales funnel metrics, there are some
other KPIs that can be very valuable to your company when it comes to
judging sales funnel success.

Review pipelines
=================

You will have access to your sales funnel performance from the **Sales**
module, by clicking on :menuselection:`Sales --> Reports --> Pipeline analysis`.
By default, the report groups all your opportunities by stage (learn more on how to
create and customize stage by reading :doc:`../salesteam/setup/organize_pipeline`)
and expected revenues for the current month. This report is perfect for
the **Sales Manager** to periodically review the sales pipeline with the
relevant sales teams. Simply by accessing this basic report, you can get
a quick overview of your actual sales performance.

You can add a lot of extra data to your report by clicking on the
**measures** icon, such as :

- Expected revenue.

- overpassed deadline.

- Delay to assign (the average time between lead creation and lead
assignment).

- Delay to close (average time between lead assignment and close).

- the number of interactions per opportunity.

- etc.

.. image:: media/analysis02.png
:align: center

.. tip::
By clicking on the **+** and **-** icons, you can drill up and down your report
in order to change the way your information is displayed. For example, if I
want to see the expected revenues of my **Direct Sales** team, I need to click
on the **+** icon on the vertical axis then on **Sales Team**.

Depending on the data you want to highlight, you may need to display
your reports in a more visual view. Odoo **CRM** allows you to transform
your report in just a click thanks to 3 graph views : **Pie Chart**, **Bar
Chart** and **Line Chart**. These views are accessible through the icons
highlighted on the screenshot below.

.. image:: media/analysis03.png
:align: center

Customize reports
=================

You can easily customize your analysis reports depending on the
**KPIs** (see :doc:`../overview/main_concepts/terminologies`)
you want to access. To do so, use the **Advanced search view** located in
the right hand side of your screen, by clicking on the magnifying glass
icon at the end of the search bar button. This function allows you to
highlight only selected data on your report. The **filters** option is
very useful in order to display some categories of opportunities, while
the **Group by** option improves the readability of your reports according
to your needs. Note that you can filter and group by any existing field
from your CRM, making your customization very flexible and powerful.

.. image:: media/analysis01.png
:align: center

.. tip::
You can save and reuse any customized filter by clicking on
**Favorites** from the **Advanced search view** and then on
**Save current search**. The saved filter will then be accessible
from the **Favorites** menu.

Here are a few examples of customized reports that you can use to
monitor your sales' performances :

Evaluate the current pipeline of each of your salespeople
---------------------------------------------------------

From your pipeline analysis report, make sure first that the
**Expected revenue** option is selected under the **Measures** drop-down
list. Then, use the **+** and **-** icons and add **Salesperson** and
**Stage** to your vertical axis, and filter your desired salesperson. Then
click on the **graph view** icon to display a visual representation of
your salespeople by stage. This custom report allows you to easily
overview the sales activities of your salespeople.

.. image:: media/analysis05.png
:align: center

Forecast monthly revenue by sales team
--------------------------------------

In order to predict monthly revenue and to estimate the short-term
performances of your teams, you need to play with two important metrics :
the **expected revenue** and the **expected closing**.

From your pipeline analysis report, make sure first that the
**Expected revenue** option is selected under the **Measures** drop-down
list. Then click on the **+** icon from the vertical axis and select
**Sales team**. Then, on the horizontal axis, click on the **+** icon and
select **Expected closing.**

.. image:: media/analysis04.png
:align: center

.. tip::
In order to keep your forecasts accurate and relevant,
make sure your salespeople correctly set up the expected closing
and the expected revenue for each one of their opportunities

.. seealso::
* :doc:`../salesteam/setup/organize_pipeline`

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=================================================================
How to review my personal sales activities (new sales dashboard)
=================================================================

Sales professionals are struggling everyday to hit their target and
follow up on sales activities. They need to access anytime some
important metrics in order to know how they are performing and better
organize their daily work.

Within the Odoo CRM module, every team member has access to a
personalized and individual dashboard with a real-time overview of:

- Top priorities: they instantly see their scheduled meetings and
next actions

- Sales performances : they know exactly how they perform compared
to their monthly targets and last month activities.

.. image:: media/review01.png
:align: center

Configuration
=============

Install the CRM application
---------------------------

In order to manage your sales funnel and track your opportunities, you
need to install the CRM module, from the **Apps** icon.

.. image:: media/review02.png
:align: center

Create opportunities
--------------------

If your pipeline is empty, your sales dashboard will look like the
screenshot below. You will need to create a few opportunities to
activate your dashboard (read the related documentation
:doc:`../leads/generate/manual` to learn more).