CRM Feature List

Feature Description

Client Mgmt

Allow the user to configure the system for one of the following:
a) Support both corporate clients and individual (consumer) clients
b) Support only corporate clients
c) Support only individual (consumer) clients

Support unique name and multiple alternative names for each client

Allow the user to click the org chart for the corporate client to drill down to see the parent and its sub-
organization info.

Allow to group different clients together with a user-defined brand name.

Allow the user to select the following different info pages:

General Info | Contact Info | Behavior Info |
Value Info | Legal Info | Financial Info |
Special Info | Membership | Privilege Info

Allow the user to define different sections, fields and field locations in the client general info page. Basically
the user can design the layout of client general info page.
Client Info
Allow to record contact info of different contact types, different contact methods and different contact
addresses for different purposes (e.g., invoice, shipment, service and payment ).

Allow user-defined client qualification criteria and methods.

Allow to assign people to different service roles relationship manager, sales rep, account manager, delivery
manager and service rep to service the client

Allow to log all product-based or requirement-based interest and marketing info of the client.

Allow to log all opportunities and progresses of the client.

Allow to log all interaction and transaction info of the client.

Allow to log all service info of the client.

Allow the user to define the fields and scoring methods representing the value of the client and the value
score for each client will be automatically calculated.

Support quick recording or importing lead info

Support auto assignment of leads to sales reps based on pre-defined rules.

Lead Mgmt
Support public pool for the leads that have been removed from the sales reps and are up for grabs

Support user-defined qualification criteria and scoring method.

Allow to track conversions such as lead to first-time-client, first-time-client to repeated-client, repeated-

Conversion Mgmt
client to reference-able client and active-client to inactive-client.
 Provide basic search based on fields such as size, region and industry defined in the general info page.

Provide advanced search based on fields defined in the following categories:

a) General,
Search & Data Mining b) Responsible Parties
c) Interest
d) Value
e) Interaction
f) Behavioral
g) Special info

Client is also a supplier:

Allow a client is also a supplier and/or partner and two-way transaction information will be recorded in the
related but separate pages.
Related Party Mgmt
Client’s clients:
Allow to identify and record the info of client’s clients.
Allow to identify and record the info of client’s related entities (e.g. subsidiary or parent company).

Abandon & Blacklist Mgmt Manage the abandoned and blacklist clients

Allow the user to set the follow sets of alert rules:

a) Lead without qualification
b) Lead without sales rep
c) Lead without interaction
d) Lead with no follow-up action
e) Initial client interact date
Alert Mgmt
f) Lead with no change of status (e.g., for prolonged period of time)
g) Qualified lead has zero opportunity
h) Lead/client has more than N open opportunities
i) Existing client without account manager
j) Sales rep has created less/more than N leads
k) Client value care alert

a) New lead report

b) Lead qualification exception report
c) Lead progress report
d) Client progress report
e) Sales stage progress report
Standard Reports
f) Group performance report
g) Sales volume report – multiple client
h) Membership report
i) Member purchase report
j) Member quantity report

Support batch import and update of massive client records.

Import & Export
Support export of client info to Excel or PDF.

Record level access control:

a) Provide access control by enterprise-wide, group-wide and individual client.
b) Allow different roles/users to access the following different parts of client info:
- Campaign
- Opportunity
- Contract
- Order
Access Privilege Mgmt - Invoice
- Payment
- Service Ticket
c) Allow the manager to view subordinates’ client info.

Field level access control:

a) Interaction
b) Revenue
Audit Trail Provide audit trail on client info changes.

Client Self-service via Website

Provide a portal for the client to login to process the following on line:
a) Submit service tickets to their service rep and track the resolving status.
Open Portal for Client
b) Search and view documents from library
c) Set delegate for a period of time

Marketing Campaign Mgmt

Allow the user to specify the campaign basic info such as name, id, type, responsible parties, schedule and
approval flow.

Allow the user to specify the following promotion info:

a) Theme
b) Marketing topics
c) Audience
d) Key message
e) Product, product family or others
f) Promotion offer and terms

Track the following investment and return:

a) Campaign budget
Campaign Planning b) Expected results which can be one of the following:
- # of leads
- # of qualified leads
- # of sales opportunities
- Amount of revenue
- Others
c) Expected return date

Support pre-defined templates for quick creation of campaign project schedule

Support full budget planning and tracking

Support user-defined campaign approval flow

Support the following campaign execution channels:

a) Email
b) SMS,
c) Telephone,
d) FAX
e) Regular mail

Support content mgmt:

a) Content template
b) Content variation
c) Selection of contents for personalization

Support content editing with HTML, CSS, picture insertion, hyperlink, attachments etc.

Target audience can be identified by region, industry, interest area, marketing topic. Target audience can
also be further filtered by contact’s personal info such as age, marital status, education level, salary range
etc.
 Provide sophisticated search mechanism based on fields defined in the following categories for the user to
identify the massive campaign targets from the database
a) General
Campaign Preparation b) Responsible Parties
c) Interest
d) Value
e) Interaction
f) Behavioral
g) Special info
Also, recipient lists in Excel or CVS format can be imported to formulate the target list.

Support content personalization at the following two levels:

(a) The user can send specific content to a particular type of receipts
(b) Each receipt in a particular type of receipts can receive a unique content

For eMarketing (email and SMS), both fully automated and manual methods are supported. For the
automated execution, the user can pre-set scheduled send time and batches.

Support to pre-set execution rules to automatically send out customer caring emails/SMS messages on client’
s important dates such as birthday, anniversary etc.

Automatic tracking of eMarketing execution results:

Allow the user to view email/SMS are successfully sent, opened or clicked-through; if the sending failed, the
system will provide failure reason for analysis; opt out records are also provided.

Multiple campaigns can be executed and tracked in parallel

Provide project mgmt as add-on for campaign project mgmt and event mgmt.

Provide campaign alerts notification, include issue, risk, budget updated, budget overrun, target
achievement etc. to remind responsible people of their campaign work.

Provide real-time business map and dashboards for the executives to view the campaign execution
conditions.
Campaign Execution
Provide issue and risk records for the marketing team to know about the campaign conditions.

Able to track the target results and non-target results (side benefits) of the campaign.

Able to track investment and return in real-time and the user can drill down to view details

Able to compare campaign budget and actual cost and generate cost overrun warning in real-time.

Support Reality Checks and eSurvey questionnaires for the brand popularity, audience’s feedback etc.

Provide real-time budget-vs-actual and cost-benefit & ROI analysis with breakdown by cost classification,
channel, subentity, line-of-business, product and responsible person. Also, provide the following detailed
reports:
Campaign Performance
a) eDM interim results (e.g., email sent, email opened and email read)
Evaluation
b) Other campaign interim results (e.g., visitors, members, leads, opportunities, transactions)
c) Campaign final results
d) Campaign status summaries

Sales Mgmt

Allow user-defined sales stages and funnel measures

Support automatically allocation of sales reps to new clients based on industry and region.

Allow to create sales assignment in sales calendar.

 Support scheduling sales meeting and visit arrangement.

Provide automatic alert to remind scheduled activities.

Sales Planning
Supports automatically tracking activity result

Provide client interaction mgmt on the followings:

a) Interaction purpose
b) Schedule
c) Sales stage
d) Interaction type
e) Key decision makers
f) Result
g) Follow-up actions

Allow the user to enter the following opportunity info:

a) Name and ID
b) Description
c) Responsible parties
d) Client info
e) Investment and return
f) Schedule
g) Priority

Allow user-define fields for info recording, search and listing.

Support competition, value proposition, influencer and leverage analysis.

Support cost budgeting and tracking.

Support info sharing for team selling.

Support ROI analysis, competition analysis, automatic GP and GP rate calculation.

Opportunity Mgmt Support management review for prioritization

Allow user-defined approval flow

Support action plan and assignment tracking.

Support response to tender management

Support real-time progress tracking

Provide the following real-time reports:

a) Investment attention
b) Cost & return
c) Expected vs. actual
d) Funnel analysis
e) Status summaries

Provide project mgmt as add-on to allow sales project mgmt for large or complex opportunities

Support generation of sales order or contract from a successful opportunity

Support quotation management:

a) Easy of quotation creation based on info in product master
b) Metrics-based authorization and allow user-defined quotation approval flow based on department/team
Quotation Mgmt c) Track quotations sent to client
d) Allow automatic conversion of quotation to sales contract or order

Support quotation print-settings and export to Excel or PDF

 Provide order management for consumer products:
a) Order creation based on info in product master or one-time products
b) Metrics-based authorization and allow user-defined quotation approval flow based on department/team
c) Track orders in different status, including planned, official and closed
Order Mgmt for Consumer d) Linkage between request from inventory & receive from inventory with shipping arrangement in order
Products e) Track of goods return
f) Support satisfaction check for each order

Support order print-settings and export to Excel or PDF

Provide contract management for consumer products:

a) Creation of contracts based on fixed price or time & materials
b) Metrics-based authorization and allow user-defined quotation approval flow based on department/team
c) Provide sophisticated Bill of Material function in contract, such as version definition and comparison,
approval flow/stages settings and link with inventory, etc.
d) Allow contract payment to be triggered by time or completion of project milestones
e) Support contract renewal or provide contract renewal reminder for manual renewal

Support Service Level Agreement management in contract:

a) User-defined measurement types
Contract Mgmt for b) Definition of target type, reward type and buffer type and penalty type
Sophisticated Products c) Link with project milestones/user-defined milestones for SLA measures
d) Calculation and monitoring of actual result and gap between target and result
e) Track SLA target & result on one screen

Support user-defined contract template and export to Excel or PDF in a user-defined format

Support change approval before allowing to change the contents of an approved contract.

Support version control in contract.

Allocation of sales quota to different salesmen/sales teams/departments by batch input for each revenue
item

Monitoring of sales quota achievement of each salesmen/team as well as achievement percentage based on
quota

Support drill-down of figure to view details of sales orders/contracts

Support setting annual, quarterly and monthly sales targets and quota for specific sales representatives in
Revenue Budgeting, Sales specific groups.
Quota & Commission Mgmt
The achieved quota of each sales representative or group can be tracked in real-time.

Support KPI Mgmt and real-time variance tracking of quota and achieved quota.

Provide commission calculation based on either a user-defined commission program or commission input in
each order/contract

Support tracking of sales commission achievement based on month/quarter/year.

Provide pipeline management to count % of confidence level from sales opportunities:

a) Tracking of payment received and outstanding invoice based on quarters on one screen
Revenue Pipeline Mgmt b) Provide drill-down of figures to show details of payment received/outstanding invoices
c) Aggregation of revenue pipeline information to from subgroups to headquarters
d) Out-of-box pipeline display components, including pipeline bar chart and pipeline trend graph

Provide convenient invoicing and payment functions:

a) Generation of invoice based on payment terms
b) Batch handling of invoices to a client/contract
c) Batching handling of payment received from client to settle multiple invoices of a client for different
Invoicing and Payment
orders/contracts
d) Linkage between invoice and payment
e) Provide invoicing alert based on payment terms
f) Provide detailed tracking report for invoice and payment
 Product Mgmt

Allow user-defined product types, families, sub-families and brands

Support auto generation of product ID based on user-defined rules.

Support both global product view and group-oriented product view and access control.

Able to store and maintain product info such as product type, product family, product name, product ID,
product supplier, product price info in Product Master

Support to add user-defined fields in the product basic info page.

Support packaging specification and quantity control.

Support product costing based on purchase price or manufacturing cost.

Product Master
Support product pricing based on cost plus margin or list price minor discount.

Support multiple price and discount rules based on client type and volume.

Able to record up & cross sell product info.

Provide inventory mgmt:

a) Track demand from sales orders
b) Track supply from shipment info
c) Track inventory movement and current quantity
d) Support periodical stock check

Support serial number or other identification mgmt

Allow user-defined product approval flow.

Allow to analysis:
Client
# of Clients
# of First Time Clients
Average Period Between Transactions
% of Inactive Client
Marketing
Total # of Campaigns
Campaign Generated # of Email
Campaign Generated # of Leads
Campaign Generated # of Qualified Leads
Product Analysis & Evaluations
Campaign Generated # of Opportunities
Campaign Generated Revenue
Campaign Cost
Campaign ROI
Presale
No Presale Interaction Duration
No Presale Progress Duration
Potential Revenue
Presale Cost
Presale ROI
Presale Confidence
Presale Cycle
 Contract/Order
Contract/Order Revenue
Contract/Order Cost
Contract/Order Gross Profit
Contract/Order GP Rate
Contract/Order Payment Cycle
Product
Total Product Revenue
Total Product Cost
Gross Profit
GP Rate
Average Product Unit Price
Product Analysis & Evaluations
Average Product Unit Cost
Average Product Presale Cycle
Interaction
Total #
No Client Interaction Duration
Action
Total #
Service Ticket
Total #
Personalized Service Request
Total #

Provide BOM for managing the creation of a product from raw and WIP materials or a bundled product from
sub-products. The materials and/or sub-products are specified as product’s components and offspring.

Every component can be selected from Product Master and the system will automatically carry the
component info such as name, ID, model, price to the BOM.
Product BOM
Provide visualized tree structure of the product BOM and allow the user to edit.

Allow to import BOM info from template to create product BOM without the need to rekey in the info.

Product BOM can be linked to opportunity, contract and project (if project mgmt is used as add-on).

Membership & Loyalty Mgmt

Allow user-defined different programs and different types of membership within each program.

Allow user-defined membership numbering rules and reserved membership numbers (e.g., 888) for VIP in
each program.

Allow user-defined award and promotion rules for different types of memberships, different geographical
locations, different time periods, different products and different awards (e.g., gifts, coupons, discounts and
points) in each program.
Design Your Own
Membership and Loyalty Allow user-defined aging and redemption rules for membership points in each program.
Program
Support membership creation, upgrade and termination in each program.

Support membership card and membership fee management.

Support interface to POS to record all transactions for each member.

Auto customer care on special events (e.g., birthday, anniversary) and auto notification on special
promotions.

Allow members to view their transaction and accumulated point summary and use their points to exchange
Membership Self-service
the awards that they want.
 The membership & Loyalty management reports include:
Membership Report
Analysing Reports
Member Purchase Report
Member Quantity Report

Client Service Mgmt

Allow user-defined service types and sub-types

Support service ticket basic info such as subject, ID, requestor, use urgency, impact severity and required
time.

Allow clients to submit calls such as questions, inquiries, complaints and incidents to the service desk and
allow the service desk to reply and follow up the calls.

Allow the service desk to find out contract, product, warranty and service level info via product serial # or
contract ID provided by clients

Service Ticket Mgmt

Allow the service desk to communicate to the client in real-time.

Allow the service desk to assign the service ticket to the appropriate team based on the service type and
allow the responsible team to schedule and assign actions

Track actions and acceptance against service level and send out alerts when possible deviation is detected.

Allow clients to escalate calls to service manager

Allow multiple sub service tickets within a service ticket.

Provide framework for building up knowledge base.

Knowledge Base
Allow easy access of knowledge from the knowledge base.

Support user-defined questions and scoring methods in eSurvey

eSurvey for Client
Satisfaction
Allow clients to participate eSurvey online and auto calculate the scores.

Provide detailed service ticket report by:

a) Requested organization
b) Responsible organization
c) Product
d) Service type
e) Time (Year/Quarter/Month/Week/Day)

Reports Provide service ticket summary of the following info by (i) client and (ii) service rep:
a) Total number of service tickets
b) Number of service tickets resolved
c) Number of service tickets not yet resolved
d) Number of service tickets escalated
e) Average service ticket resolution time

Provide trend graph to summarize the total number of service ticket for the specified period

Outlook Integration

Support creation of client and client contact via emails received by outlook by few clicks.

Client Info The system can create client and contact triggered by outlook.

Support showing the contact info of the client in the outlook contact
 Support creation of client interaction from emails by few clicks in outlook. The email will be saved as
attachment in this interaction in the system.
Client Interaction

Support showing the interaction in the outlook calendar

Assignment can be created in the system to the responsible person who can accept or reject the assignment
in outlook without logging into the system.

Assignment
Support creation of assignment based on emails in outlook

Support showing the assignment in the outlook task module

Allow approving business items in outlook, including:

a) Assignment
Approval Events
b) Action
c) Opportunity

Client Analysis & Embedded BI

New Lead Report

Lead Qualification Exception Report
Lead Qualification Report
Lead Progress Report
Client Progress Report
Client Analysis Reports Sales Stage Progress Report
Group Performance Report
Sales Volume Report-Multiple Client
Monthly Client Conversion Chart
Client Source Type Chart
Top 10 Clients By Revenue Chart

Allow to define client behaviour database based on the industry requirements.

Provide online e-survey to acquire valuable client behaviour data.

Support collecting client behaviours and updating client behavioural database.

Embedded BI
Provides analysis report based on client behaviours and customized marketing analysis report via multi-
dimensional search engine.

Allow email campaign base on the client analysis results.

Provide report generator to self-define customized marketing analysis report.

Other Assisting Functions

Trip or expense request and approval flow

Expense advance and approval flow

Sales Expense Mgmt Expense report and approval flow

Expense request, expense advance and expense report auto linking and netting

Bursar and reimbursement mgmt

Support report for internal user, external user, goup, client, client interaction, supplier, assignment, product,
stock transfer, campaign, client opportunity/strategy, client contract quotation, client contract, client order
quotation, client order, bill-of-material, sales weekly plan, and document flow.
 Support to set access privileges, search critera, group setting, and display columns of statistics and
calculated.
Big Data Report (Point-and-
click Report Generator) Support the report display in 2D Table, 3D Table, Bar Chart, Pie Chart, and Trend Graph.

Support the custom fields of internal user, external user, group, client, product, campaign, client
opportunity/strategy, client contract, document flow to display in big data report and its column and display
as search critera.

*Custom field types of "Text(2000)", "Date Range", "Time Range", and "Score 1 to 10" do not diaply in big data report or display as
search ceritera.

Note1: If you need to use iOS app of 8Manage, you must apply for an account from Apple Inc.($299/Year) before we offer iOS app.
Note2: The operation or UI of the same feature in iOS and Andriod may be different, and the fields in the App is not completely the same as that
in the website.