Keep the people, conversations and commitments behind each customer relationship connected and properly scoped.
An account identifies the prospect, customer, partner or competitor, with its owner, territory and selling entity. Industry, segment, geography and company details support assignment and planning. Reported company revenue retains its currency and source context separately from the value of CRM opportunities or invoices.
Parent accounts describe the customer hierarchy. They help teams understand related organizations while keeping each account’s agreements, balances and access distinct. A shared parent or similar name does not establish that two records represent the same legal customer.
Contacts retain their account relationship, title, contact details and communication preferences. An individual can be captured before their account is resolved; that uncertainty remains visible until reviewed linking establishes the correct relationship. Active status and channel restrictions remain relevant whenever the team prepares outreach.
A contact’s role on a deal belongs to that opportunity. OpportunityContacts links the people involved in the decision and identifies the primary contact for that deal. The same person’s role may differ on another opportunity.
| Buying role | Context for the sales conversation |
|---|---|
| Champion | Supports the proposal inside the customer’s organization |
| EconomicBuyer | Participates in the funding or purchase decision |
| TechnicalEvaluator | Assesses technical requirements and fit |
| Influencer | Contributes to the selection or implementation decision |
| Blocker | Has concerns or constraints the team needs to resolve |
Sales Rep keeps this context current within their assigned scope. A committee role helps plan the conversation; contract-signing authority still follows the reviewed agreement and its required acceptance evidence.
| Account Number | Name | Owner | Territory | Reporting Currency |
|---|---|---|---|---|
| ACC-57827 | Account 900 | DU | TRR-2232 | CRR-51137 |
| ACC-17480 | Account 980 | FP | TRR-6464 | CRR-90230 |
| ACC-13932 | Account 253 | CK | TRR-2315 | CRR-97387 |
| ACC-27607 | Account 876 | JK | TRR-7004 | CRR-98412 |
| ACC-53550 | Account 295 | MB | TRR-7832 | CRR-81775 |
| ACC-56975 | Account 661 | WB | TRR-8911 | CRR-91671 |
Calls, meetings, emails and tasks refer to a validated lead, contact, opportunity or account. The relationship determines which customer context the activity appears in. A free-form identifier or matching company name is insufficient to attach private conversation history to another account.
Activities separate scheduled time from actual performance. A due date describes planned work; the performed time and outcome explain what occurred. Pending Activities and Overdue Tasks help the rep manage follow-up, while recorded outcomes provide context for a colleague taking over an account.
Configured calendar, call and email connections retain their source identities so repeated events do not create another activity. Channel preferences apply to follow-up, including one-to-one work within the rep’s authorized account scope.
Customer 360 brings together the selected account’s open opportunities, recent activities, cases, invoices, email history, contracts and renewals. It presents the connected source records under their existing permissions. Opening the account does not grant access to a restricted field or another rep’s commission history.
Pipeline, outstanding receivables and closed commercial commitments retain their own populations and currency basis. A sent invoice, an accepted contract and a received payment represent different events. The summary keeps those distinctions available when sales discusses the next order or finance follows up on a balance.
Optional Cases give Sales Rep a place to record an owned-account issue affecting the relationship, its reporter, priority, responsible owner and resolution. Sales Manager handles team escalation. This scope supports sales coordination; a separate customer-support deployment defines any wider service desk and service-level commitments.
Sales Ops prepares duplicate reviews with the proposed surviving identity, old and new links, affected open work and effective timing. An independent Sales Manager authorizes the commercial change. Suppression-impacting changes also receive the required independent Marketing Manager review.
Applied merges retain original identities and historical attribution. Accepted prices, signed agreements, past forecasts and commission earners keep their original basis. Only the explicitly approved open work moves to its new owner or account context.
CommunicationPreferences follows the canonical recipient and retained aliases. The most restrictive applicable preference survives merge, conversion and reassignment. A change of account owner cannot create permission to email or call a person who remains suppressed.
Capture enquiries, explain their scores and give each qualified prospect a clear owner and next step.
Keep the people, conversations and commitments behind each customer relationship connected and properly scoped.
Keep opportunity progress, committed forecasts and actual outcomes connected to the evidence behind each deal.
Build an offer with the right products, a defensible price and clear technical and commercial approvals.
Preserve agreed terms, verify customer acceptance and manage the next contract term without losing the continuing business.
Turn accepted commitments into evidenced fulfillment, accurate invoices and reconciled customer balances.
Plan audiences, review outreach and connect evidenced campaign responses to qualified opportunities.
Apply approved quotas and earning rules, explain each commission and separate statement review from actual payout.
CRM accepted net-bookings view by frozen product/territory/region/segment and currency, with recurring, one-time and committed-usage bases separate; the retained report name does not imply recognised revenue, which remains an explicitly reconciled external accounting measure.
| Account Number | Name | Owner | Territory | Reporting Currency |
|---|---|---|---|---|
| ACC-57827 | Account 900 | DU | TRR-2232 | CRR-51137 |
| ACC-17480 | Account 980 | FP | TRR-6464 | CRR-90230 |
| ACC-13932 | Account 253 | CK | TRR-2315 | CRR-97387 |
| ACC-27607 | Account 876 | JK | TRR-7004 | CRR-98412 |
| ACC-53550 | Account 295 | MB | TRR-7832 | CRR-81775 |
| ACC-56975 | Account 661 | WB | TRR-8911 | CRR-91671 |
Actual PerformedAt calls/meetings and actual sent MessageDeliveries by rep/week, deduplicated by source identity and distinguished from scheduled tasks and provider-reported opens; pipeline correlation is descriptive, not a causal or guaranteed outcome.
Owns assigned leads, customer relationships, pipeline, quotes, follow-up and renewal work.
Manage own Accounts, Contacts, Leads, Opportunities, OpportunityProducts, OpportunityContacts, Activities and draft Quotes/QuoteItems through parent ownershipDecide evidence-based qualification on assigned Leads and execute the unique reviewed conversionPrepare Contracts and Renewals for owned accountsSelf-release a known standard quote only when every line is within its resolved inclusive MinDiscountPercent ceiling and all technical/policy checks passOwns commercial authority, team forecasts, approved commission basis and contract decisions.
Manage team Accounts, Contacts, Leads, Opportunities, child product/contact rows, draft Quotes/QuoteItems, Activities, Contracts, Renewals and escalated Cases within entityApprove line discounts up to the minimum of price-book MaxDiscountPercent and own ManagerDiscountLimitPercent, independently where requiredApprove beyond-standard commercial exceptions only with explicit ExceptionDiscountLimitPercent and policy ceiling, never by sending them to CPQ AdminIndependently approve final ContractTerms at Negotiate, excluding preparer/material editorsPrepares territories, quotas, commissions, data quality and accepted-order operations.
Manage draft Territories, RoutingRules, RoutingAssignments, Quotas, CommissionPlans and authorised Users territory/plan summary fields through independent MasterChanges approvalPrepare merge/dedupe and realignment plans for Accounts/Contacts/Leads, retaining restrictive preferences and historic attributionPrepare Orders/OrderItems from accepted CommercialAllocations and confirm FulfilmentEvents from actual delivery/provisioning evidenceReview UsageRecords meter/completeness evidence within signed terms| Lead Number | First Name | Last Name | Company | Source |
|---|---|---|---|---|
| LDS-58458 | First 587 | Last 380 | CMP-926 | Web |
| LDS-85802 | First 579 | Last 378 | CMP-874 | Event |
| LDS-11561 | First 722 | Last 784 | CMP-482 | Referral |
| LDS-29172 | First 183 | Last 665 | CMP-678 | Outbound |
| LDS-71119 | First 392 | Last 502 | CMP-992 | Partner |
| LDS-90205 | First 203 | Last 915 | CMP-423 | Content |
Owns scoped campaign planning, recipient preferences, segmentation and independently approved bulk outreach.
Manage draft Campaigns, CampaignMembers, Segments, Emails/MessageDeliveries, intake Leads/LeadScores and source-backed CommunicationPreferencesPrepare scoring and communication CRMPoliciesIndependently approve bulk CampaignRelease for a version prepared/materially edited by another Marketing Manager, including segment, content, channel, purpose and cadencePause/cancel future outreach and apply verified suppression immediately| Lead Number | First Name | Last Name | Company | Source |
|---|---|---|---|---|
| LDS-58458 | First 587 | Last 380 | CMP-926 | Web |
| LDS-85802 | First 579 | Last 378 | CMP-874 | Event |
| LDS-11561 | First 722 | Last 784 | CMP-482 | Referral |
| LDS-29172 | First 183 | Last 665 | CMP-678 | Outbound |
| LDS-71119 | First 392 | Last 502 | CMP-992 | Partner |
| LDS-90205 | First 203 | Last 915 | CMP-423 | Content |
Owns operational receivables, accounting reconciliation and independent authorised financial payout requests.
Prepare and issue eligible Invoices/InvoiceItems, TaxAssessments, PaymentsReceived, PaymentApplications, CreditAdjustments/CreditApplications, Refunds and DunningActions within entityVerify actual receipt/settlement evidence and reconcile accounting identitiesApply same-customer bounded cash/noncash allocations with explicit cross-currency evidenceIssue routine within-policy credits/discounts/write-offs and submit disputed/above-limit adjustments for a different authorised AR Clerk's approvalMove the right customer opportunity from qualification to an accepted agreement with clear commercial ownership.
5 stages · 2 approvals
Release reviewed outreach, route genuine responses and preserve the link from campaign activity to qualified pipeline.
8 stages · 2 approvals
Carry the continuing agreement into its next term with explicit pricing, notice and customer acceptance.
6 stages · 2 approvals
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