Business Pack — CRM · Sales · Customer Success

The Business Pack covers everything from the first marketing touch through to customer retention. It runs in two parallel tracks that converge at the invoice: the CRM/Sales track (contacts, leads, deals, quotes, orders) and the Customer Success track (health scoring, renewals, NPS). POS adds a direct point-of-sale channel alongside the B2B flows.

Lead-to-Cash Flow

The core journey from an unknown prospect to a paying customer.

[Campaign] → Lead → Qualify → Deal → [Quote] → Sales Order → [DO] → Invoice → Payment
                                                                         ↓
                                                               Customer Success

Customer 360

Every contact and account has a 360-degree view — combining data from CRM, Finance, Service, and HR into a single timeline.

Contact Management

• Contacts: individuals — name, role, contact details, communication preferences
• Accounts: companies — hierarchy support (parent/subsidiary), industry, size, segment
• Custom fields: add any field to any contact or account without schema changes
• Tags: free-form labels for segmentation (e.g. vip, at-risk, renewal-q2)

Segmentation

Build dynamic contact lists using any combination of fields, activity history, and linked data:

Segment: "Enterprise accounts — Vietnam — 90d no activity"
  Rules:
    • Account.size = enterprise
    • Account.country = VN
    • Last activity date < 90 days ago
    • No open deal in pipeline

Segments update automatically as data changes.

POS — Point of Sale

XBuddy POS supports retail and direct sales alongside B2B flows. All transactions reconcile with Finance automatically.

Session lifecycle

Open session → Process sales → Apply discounts/loyalty → Close session → Z-report → GL post

POS reconciliation

Closing cash + card receipts must match POS transactions. Variance is flagged for manager review. GL entries are created for cash, card, and revenue accounts automatically.

Customer Success

After a deal is won, Customer Success picks up to ensure the customer gets value, renews, and expands.

Health Score

XBuddy calculates a Health Score (0–100) for every account based on configurable signals:

Score bands: Healthy (75–100) · At Risk (40–74) · Critical (0–39)

NPS & Surveys

• Schedule NPS surveys at configurable milestones (30-day, 90-day, renewal)
• Responses update health score automatically
• Detractors (0–6) trigger a follow-up task for the CSM
• AI NPS Followup Agent drafts personalised response messages

Renewal Management

Contract approaching expiry (configurable days out)
  → Renewal opportunity created in CRM pipeline
  → CSM assigned
  → Renewal quote generated
  → Signed → contract extended

Expansion Signals

The Expansion Signal Detector agent monitors account data for upsell/cross-sell readiness:

• Usage approaching limits
• New team members added
• Positive NPS + high engagement

Marketing — Campaign & Lead Attribution

Product Marketing tracks campaigns from spend to revenue:

Campaign → Impressions → Leads attributed → Deals attributed → Revenue attributed

• UTM parameter capture on inbound leads
• Multi-touch attribution models (first touch, last touch, linear)
• Campaign ROI = Revenue attributed / Campaign spend
• AI Campaign Performance Analyzer reports weekly on spend efficiency

Integration Points

AI Agents