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- E-commerce + CRM + Analytics + Support
- Who it's for
- Subscription commerce teams
Subscription commerce teams
A subscription commerce team can use an opportunity to discuss a customer's next purchase or service package. Product and opportunity-line categories include subscriptions, implementation and support-related offerings, so the sales conversation can show what the customer is considering. The opportunity records expected value and close date, while activities keep calls, meetings and emails tied to the same customer discussion.
How E-commerce + CRM + Analytics + Support is set up for you
Customer context
Accounts and contacts tell the owner who is involved and whether the relationship is active or still a prospect.
Offer context
Item lines keep the discussed quantity, price and optional discount beside the opportunity's expected value.
Retention decision
The follow-up owner enters a purpose and contact date, submits the case and waits for an independent decision before treating it as approved work.
A subscription commerce team can use an opportunity to discuss a customer's next purchase or service package. Product and opportunity-line categories include subscriptions, implementation and support-related offerings, so the sales conversation can show what the customer is considering. The opportunity records expected value and close date, while activities keep calls, meetings and emails tied to the same customer discussion.
Pilot one team working a defined set of existing customers. Agree how opportunities are named and when a fresh conversation gets a new record. Add a few item lines and check that expected value matches the discussion. Rehearse the qualification and proposal actions with an activity outcome that another team member can understand. Review the receipt after each action.
For retention, take a customer who has completed a sale and plan the next conversation. The specialist links the follow-up to the opportunity and account, records the reason for contact and submits it. A different reviewer checks the case and records the decision. The owner logs the later customer activity and completes the case after the result is known. This gives the manager a clear handoff for the customer conversation.
Features to start with
Roles on the team
- Sales Representative
- Owns customer opportunities, item discussions and the related activity record.
- Sales Manager
- Reviews pipeline ownership, outcomes and the evidence left by sales actions.
- Retention Specialist
- Owns scheduled customer contact and prepares retention cases for review.
- Retention Reviewer
- Makes the independent decision on a submitted retention case.
- Revenue Analyst
- Reads pipeline, activity and retention records for operational reporting.
Set up E-commerce + CRM + Analytics + Support your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.