Customer 360 (CRM) setup guide

This page walks through 9 steps to set up Customer 360 (CRM), in the order the in-app Setup assistant recommends. Each step lists what to prepare, the questions to answer first and the screen to use.

1. Prepare

Optional

What must be ready before setting up the CRM: company currency and time zone, and cleaned-up lists of customers, contacts and the open pipeline.

2. Funnel rules

Required

How leads become deals, the minimum data on every deal, how deals move between stages, and (optional) automation. Each switch shows what it blocks or warns.

Prepare first

• A written description of the current funnel: where leads come from, when a lead becomes a deal, and the stages a deal goes through.
• The minimum data the business wants on every deal: account, expected close date, win/loss reason.

Questions to answer

• Must a lead be qualified before it becomes a deal? Should a contact be created automatically on conversion?
• Should duplicate contacts be detected by phone as well as email? Warn when a contact already has an open deal?
• Must every deal have an account and an expected close date? Is a win reason required?
• Do stages have entry criteria? Must reps log an activity before moving a deal? After how many idle days is a deal stale?
• Do you want AI lead scoring, automatic lead assignment, or a service contract created when a deal is won?

3. CRM people

Required

Choose who owns the CRM (pipeline, stages, deal approvals, settings), the sales managers, reps, account managers and marketers. Deal approval bands pick their approver roles from these. A person’s last role cannot be removed here.

Prepare first

• The list of salespeople, account managers, marketers and the CRM owner — each must already be invited as a user.

Questions to answer

• Who owns the CRM, who are the reps and account managers, and who approves large deals?
• Should a rep see only their own leads and deals, their team’s, or all?

4. CRM lists

Optional

Pick-lists on CRM forms: lead sources, customer segments, industries, activity types, contact roles, win/loss and churn reasons.

Prepare first

• The lead sources, customer segments, industries, activity types and win/loss reasons the business really uses (names in Vietnamese and English).

Questions to answer

• Where do leads come from (website, referral, event…)? How do you segment customers?
• What are the usual reasons deals are won or lost, and why customers churn?

Lookups to review (Settings → Lookups):

• Account Contact Roles (account_contact_roles)
• Account Tiers (account_tiers)
• Activity Types (activity_types)
• Call Outcomes (call_outcomes)
• Deal Challenge Categories (challenge_categories)
• Churn Reasons (churn_reasons)
• Contact Types (contact_types)
• Customer Segments (customer_segments)
• Deal Lost Reasons (deal_lost_reasons)
• Deal Win Reasons (deal_won_reasons)
• Industry Types (industry_types)
• Lead Sources (lead_sources)
• Proposal Types (proposal_types)
• Relationship Types (relationship_types)
• Salutations (salutations)

5. Pipeline stages

Optional

The stages of leads and deals, their order and win probability, and the entry criteria of each stage. Edit them in CRM settings → Master data → Stages.

Prepare first

• The list of lead and deal stages in order, the win probability of each, and what must be true before entering it.

Questions to answer

• Which stages does a deal go through from first contact to won/lost, and what is required to enter each?

6. Codes

Optional

The code format of deals, customer companies and contacts. Each type has its own sequence: pattern, reset period, digits and whether users may type a code. Set it before importing data.

Prepare first

• The code format the business wants on deals, accounts and contacts (prefix, year, digits).

Questions to answer

• Do you want a specific code format for deals, accounts and contacts, or keep the defaults?

Document types to configure numbering for (Settings → Document numbering):

• deal
• account
• contact

7. Deal approvals

Optional · After step: CRM people

Large deals can wait for approval by value band. No band means deals are never held. Each band needs someone who can approve it.

Prepare first

• The deal approval rule agreed with management: above which deal value approval is needed and which role approves each value band.

Questions to answer

• Do large deals need approval? Above which value, and who approves each band?

8. Import customers & pipeline

Optional

Import customer companies, contacts, open leads and deals with the existing import dialogs.

Prepare first

• Import in this order: accounts → contacts → leads → open deals. Contacts link to accounts and deals link to contacts by code.
• Fill the old-system code column so re-importing the same file updates rows instead of duplicating them.

Questions to answer

• Where are customers, contacts and the pipeline kept today, and how many rows of each?

9. Go-live check

Optional

Run one lead through to a won deal with the key users before going live.

Prepare first

• Use one real prospect; agree with the key user who checks each result.

Next

See the feature pages of this app in the left menu, or the setup guides of every app.