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.

Apps involved: CRM · Sales · POS · Customer Success · Finance

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

CRM — Deal pipeline kanban with stage probabilities

Lead Capture — CRM

Leads enter XBuddy from multiple sources: web forms, manual entry, CSV import, or marketing campaigns.

Status: new → contacted → qualified / disqualified
Lead scoring rules run automatically based on profile and activity signals
Leads can be self-assigned or distributed by territory/round-robin rules

Lead Qualification — CRM

Sales rep reviews the lead against qualification criteria (budget, authority, need, timeline — BANT or custom framework).

Qualified → promoted to Deal (in the deal pipeline)
Disqualified → archived with reason (used for AI training and reporting)
AI Lead Scorer re-evaluates score on every significant activity

Deal (Opportunity) — CRM

A Deal represents an active sales opportunity with a specific value, close date, and pipeline stage.

Status: pipeline stages are fully configurable (e.g. Prospect → Demo → Proposal → Negotiation → Close)
Each stage has configurable win probability
Activity timeline: calls, emails, meetings, notes — all linked to the deal
AI Deal Coach flags stalled deals and suggests next actions

Quote (optional) — Sales

Generate a formal quote directly from the deal — pricing, line items, discounts, terms, and validity date.

Status: draft → sent → accepted / rejected
Multi-currency support
e-Signature integration: send for digital approval without leaving XBuddy
On acceptance → convert to Sales Order in one click

Sales Order — Sales / Finance

When the deal is won, the Sales Order captures the confirmed commitment.

Created from deal or quote — no re-entry required
Full Order-to-Cash flow continues here (see ERP — Order-to-Cash)
Deal status automatically moves to won

Customer 360

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

Data source	What appears in the 360 view
CRM	Activities, deals, contracts, notes
Finance	Open invoices, payment history, AR balance
Service	Open tickets, SLA status, satisfaction scores
People	Key contacts at the account

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

Step	Description
Open session	Cashier logs in, declares opening float
Sale	Scan items, apply promotions, accept payment (cash/card/wallet)
Loyalty	Award and redeem points at checkout
Return	Process refunds — stock reversal + refund payment
Close session	Declare closing cash, system reconciles
Z-report	End-of-day summary posted to Finance

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:

Signal category	Examples
Product usage	Login frequency, feature adoption rate
Support	Open tickets, SLA breaches, satisfaction scores
Finance	Invoice payment history, outstanding AR
Engagement	Meeting cadence, NPS responses
Contract	Days to renewal, upsell potential

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

When a sale has to be undone

Selling is only half a process. Returns, cancellations and mistakes are the other half, and they follow a strict rule: the further a document has travelled, the less you may simply delete it.

Invoice (sent) → Customer Return → goods received back into stock → Credit Note → issued

Situation	What you can do
Still a draft — nothing posted, no stock moved	Delete it outright
Posted to the books, or stock has moved	Void it — which reverses everything it caused: the accounting entries, the stock movement, the payment allocation, the reservation, and the status of the document it came from
Already settled — paid, delivered or credited	No void. Issue a correcting document, or reverse the downstream document first

⚠️

A void is never just a status change. If the sales order recognised revenue earlier (see the ERP flow), every entry it created is reversed, not only the most recent one — otherwise your books and your operations drift apart silently.

Integration Points

Module	What happens
Finance	Won deal → Sales Order; Invoice payment updates AR in Accounting
Service	Account has open tickets surfaced in Customer 360
Documents	Contracts attached to deals; e-Signature sent from deal view
Inventory	Sales Order triggers Delivery Order and stock reservation
People	Key contacts at accounts linked to HR employee records

These assistants automate the Lead-to-Cash and Customer Success tracks:

Agent	What it does	Cadence
Lead Qualifier	Scores and ranks leads by conversion probability; classifies contacts	Event-driven
Sales Coach	Flags stalled deals, nudges on unanswered quotes, suggests next actions	Daily
CS Guardian	Monitors health scores, surfaces expansion signals, drafts NPS follow-ups	Weekly / event-driven

ERP — Order-to-Cash & Procure-to-Pay Service Management Flow