Using the CRM to Manage Customers

Overview

The CRM (Customer Relationship Management) helps you build lasting relationships by tracking every customer interaction, preference, and follow-up opportunity.

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Customer Profile

What's in a Profile

Each customer profile contains:

Customer Profile

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Accessing CRM

Step 1: Navigate to CRM

1. Go to Dashboard > CRM
2. View all customers in list
3. Use search to find specific customers

CRM Dashboard

Step 2: Search & Filter

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Adding Notes

Why Notes Matter

Notes help you:

• Remember customer preferences
• Prepare for appointments
• Personalize recommendations
• Track important details

Adding a Note

1. Open customer profile
2. Click Add Note
3. Enter your note
4. Click Save

Good Note Examples:

✅ "Prefers rose gold, budget ₹50K-80K for anniversary gift"
✅ "Wife's birthday March 15, call week before"
✅ "Wants to see diamond solitaires on next visit"

Poor Note Examples:

❌ "Good customer"
❌ "Came to store"
❌ "Asked about rings"

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Customer Tags

Default Tags

Creating Custom Tags

1. Go to CRM > Settings > Tags
2. Click Add Tag
3. Enter tag name
4. Choose color
5. Save

Applying Tags

1. Open customer profile
2. Click Tags
3. Select applicable tags
4. Tags save automatically

Apply Tags

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Follow-Up Reminders

Setting Reminders

Never forget to follow up:

1. Open customer profile
2. Click Set Reminder
3. Choose date and time
4. Add reminder note
5. Save

Reminder Types

Managing Reminders

View all reminders:

1. Go to CRM > Reminders
2. See upcoming reminders
3. Mark complete or reschedule

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Customer Timeline

Viewing History

The timeline shows all interactions:

Customer Timeline

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Communication

Direct Communication

From customer profile:

Message Templates

Use templates for common messages:

1. Go to Settings > Templates
2. Create templates for:
   • Follow-up after visit
   • Birthday wishes
   • New arrival notifications
   • Appointment confirmations

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Customer Segmentation

Building Segments

Group customers by:

Using Segments

• Send targeted promotions
• Prioritize follow-ups
• Plan inventory
• Personalize marketing

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Best Practices

Do's ✅

• Add notes after every interaction
• Set follow-up reminders
• Tag customers consistently
• Review before appointments
• Personalize recommendations
• Update contact details

Don'ts ❌

• Don't ignore inactive customers
• Don't add personal opinions in notes
• Don't skip tagging
• Don't forget to mark reminders complete
• Don't share customer data inappropriately

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Troubleshooting

Customer not showing in CRM?

• They must have interacted (inquiry/appointment)
• Check search spelling
• Clear filters
• Try phone number search

Notes not saving?

• Check internet connection
• Try shorter note first
• Refresh page and retry
• Contact support if persists

Tags not appearing?

• Ensure tags are created in settings
• Refresh the page
• Check tag visibility settings

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Related Articles

• Responding to Inquiries
• Managing Appointments
• Understanding Analytics