> For the complete documentation index, see [llms.txt](https://biglead.gitbook.io/biglead-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://biglead.gitbook.io/biglead-docs/en/getting-started/crm.md).

# CRM

## Introduction

The **CRM (Customer Relationship Management)** module in **Biglead** serves as the central hub for managing all customer data. Customers from Facebook, Zalo, Website, Landing Pages, TikTok, WhatsApp, and other integrated channels are automatically synchronized into a single system, enabling businesses to efficiently manage, organize, and track the entire customer journey.

With the CRM module, businesses can:

* Manage all customer information in one centralized location.
* Track complete customer interaction and communication history.
* Assign customers to Sales representatives.
* Manage Sales Tags.
* Manage Customer Care Statuses.
* Search and filter customers quickly.
* Import and export customer data.
* Create sales orders directly from customer records.
* View customer conversation history.
* Support marketing campaigns and automation workflows.

## CRM Interface

Navigate to:

**CRM → Customers → CRM**

The CRM screen consists of the following main sections:

* Search bar
* Data filters
* Customer Care Status filter
* Customer list
* Toolbar
* Action column

<figure><img src="/files/BAFIO1BAnDMo931mL356" alt=""><figcaption></figcaption></figure>

## 1. Search Customers

The **Search** bar is located above the customer list.

You can search for customers by:

* Customer Name
* Phone Number

### How to Search

#### Step 1

Enter a keyword into the search box:

**Search by Name or Phone Number**

#### Step 2

Click the **Search** icon or press **Enter**.

The system will instantly display all matching customer records.

<figure><img src="/files/QXDB5sYEMbTZV4VF62kx" alt=""><figcaption></figcaption></figure>

**2. Customer Filter**

Click the **Filter** button to search for customers using multiple criteria.

**Examples of available filter options:**

* Channel
* Sales Representative
* Sales Tags
* Customer Care Status
* Date Range
* Created By
* Updated By
* Additional Custom Fields

After selecting the desired filter criteria, click **Apply** to display the matching customer list.

<figure><img src="/files/cYymHez8PsMZzI3cqqry" alt=""><figcaption></figcaption></figure>

#### 3. Manage Customers by Customer Care Status

Above the customer list, you will find the **Customer Care Status** tabs, which allow you to quickly view customers based on their current status.

**Examples of customer care statuses include:**

* All
* New
* In Progress
* Potential
* Interested
* Unable to Contact
* Follow-up Required
* Not Closed
* Purchased
* Existing Customer
* Repeat Customer
* Churned
* Not Interested
* Lost
* ...

Each status displays the **number of customers** currently assigned to that category.

Simply click on any status to instantly filter the customer list and view the corresponding customers.

<figure><img src="/files/n53WUuInzc5ko1SzEzXp" alt=""><figcaption></figcaption></figure>

#### 4. Customer List

Each customer record displays key information, including:

* Avatar
* Full Name
* Phone Number
* Customer Channel
* Sales Tags
* Customer Care Status
* Assigned Sales Representative
* Last Updated Date
* Actions

This allows your team to quickly review each customer's information and understand their current status at a glance.

<figure><img src="/files/60memVXe7hhyd1Qgry5F" alt=""><figcaption></figcaption></figure>

#### 5. Manage Sales Tags

**Sales Tags** help categorize and organize customers based on their characteristics, behaviors, or sales activities.

**Examples of Sales Tags include:**

* VIP
* Interested in Zalo OA
* Competitor Comparison
* RFM
* Demo Registration
* Training Course
* Potential Customer
* Marketing Campaign

A single customer can have **multiple Sales Tags** assigned at the same time, making it easier to segment customers and manage follow-up activities more effectively.

<figure><img src="/files/q0HTlQbKf6faqpwMKdsU" alt=""><figcaption></figcaption></figure>

#### 6. Manage Customer Care Status

After each customer interaction, sales representatives can update the customer's **Customer Care Status** to reflect the latest stage of the sales process.

**Examples of Customer Care Statuses include:**

* New
* In Progress
* Interested
* Potential
* Unable to Contact
* Follow-up Required
* Purchased
* Lost
* Not Interested
* Existing Customer
* Repeat Customer
* ...

Regularly updating the **Customer Care Status** enables managers to accurately monitor sales progress, track customer journeys, and ensure timely follow-up throughout the sales cycle.

<figure><img src="/files/P66UEyiVV0lxNmoARUdQ" alt=""><figcaption></figcaption></figure>

#### 7. Assign Sales Representatives

Each customer can be assigned to a specific **Sales Representative** who is responsible for managing and following up with that customer.

This helps your business:

* Prevent duplicate customer ownership.
* Track individual sales performance and KPIs.
* Distribute leads fairly among sales representatives.
* Improve accountability and overall sales management.

<figure><img src="/files/vc8SE77YPIgCWRfLhted" alt=""><figcaption></figcaption></figure>

#### 8. Track the Last Updated Date

The **Last Updated Date** column shows the most recent time a customer's information was modified.

Using this information, managers can:

* Identify customers who have not been followed up with for an extended period.
* Monitor the progress of customer follow-up activities.
* Evaluate the effectiveness and consistency of customer care efforts.

<figure><img src="/files/1SKfoVLB66ekbs2RRoFR" alt=""><figcaption></figcaption></figure>

#### 9. Import Customer List

Biglead CRM supports **bulk customer import**, allowing you to quickly add multiple customers at once.

**How to Import Customers**

**Step 1**

Click the **Import** icon on the toolbar.

**Step 2**

Select an **Excel (.xlsx)** or **CSV (.csv)** file from your computer.

**Step 3**

Map the columns in your file to the corresponding fields in Biglead CRM.

**Examples of fields include:**

* Full Name
* Phone Number
* Email
* Address
* Sales Representative
* Sales Tags
* Customer Care Status

**Step 4**

Click **Import**.

The system will automatically create customer records based on the imported data.

<figure><img src="/files/SJjkPm45hYlt4VBa8Zqi" alt=""><figcaption></figcaption></figure>

#### 10. Export Customer List

Biglead CRM allows you to **export customer data** for reporting, analysis, or backup purposes.

**How to Export Customer Data**

**Step 1**

Apply the filters to select the customer data you want to export.

**Step 2**

Click the **Export** icon on the toolbar.

**Step 3**

Choose the export scope.

**Examples include:**

* All Customers
* Filtered Customers
* By Sales Representative
* By Customer Care Status

The system will generate and download the customer data as an **Excel** file.

<figure><img src="/files/JU7WWZLNVCJKlu3m8mgP" alt=""><figcaption></figcaption></figure>

#### 11. Customize the CRM Table

Biglead CRM allows users to customize the columns displayed in the customer list, making it easier to focus on the information most relevant to their workflow.

**How to Customize the CRM Table**

**Step 1**

Click the **Customize Table** icon on the toolbar.

**Step 2**

Select the columns you want to display.

**Examples include:**

* Customer Name
* Phone Number
* Email
* Channel
* Sales Tags
* Sales Representative
* Customer Care Status
* Created Date
* Last Updated Date

**Step 3**

Click **Save** to apply your changes.

The customer list will be updated to display only the selected columns.

<figure><img src="/files/4o0xglf77SM2e9O6TCnk" alt=""><figcaption></figcaption></figure>

#### 12. Create a New Customer

To add a new customer, click the **Create New** button in the upper-right corner of the screen.

Enter the required customer information, including:

* Full Name
* Phone Number
* Email
* Address
* Customer Channel
* Assigned Sales Representative
* Sales Tags
* Customer Care Status
* Notes

After completing the required fields, click **Save**.

The new customer will be created immediately and will appear in the CRM customer list.

<figure><img src="/files/ViOEByRZYUgN0CxEkrGn" alt=""><figcaption></figcaption></figure>

#### 13. Actions

In the **Actions** column, click the **Actions** icon next to a customer to open the available action menu.

Biglead CRM provides the following actions:

<figure><img src="/files/qh4K4xOiWDof2AlG6dPf" alt=""><figcaption></figcaption></figure>

**13.1 Customer Details**

Select **Customer Details** to open the customer's complete profile.

The customer profile provides comprehensive information, including personal details, communication history, customer care activities, assigned sales representative, tags, customer care status, and other related CRM data, allowing your team to manage customer relationships more effectively.

#### From the **Customer Details** page, you can:

* View the customer's personal information.
* Edit customer details.
* Update **Sales Tags**.
* Change the **Customer Care Status**.
* Assign or reassign a **Sales Representative**.
* View the customer's interaction history.
* Track purchase history.
* Manage customer notes.
* Review **Automation History** and other related activities.

This is the most comprehensive customer management screen in **Biglead CRM**, providing a complete overview of each customer's profile and engagement history.

#### 13.2 Create an Order

Select **Create Order** when a customer is ready to purchase a product or service.

After selecting this option, the system will:

* Create a new sales order.
* Automatically populate the customer's information.
* Allow you to select products or services.
* Enter the order quantity.
* Apply the appropriate price list or promotional program (if available).
* Add notes to the order.
* Confirm and save the order.

Creating orders directly from the CRM reduces manual data entry, improves efficiency, and minimizes the risk of errors.

#### 13.3 View Conversations

Select **View Conversations** to access the customer's complete communication history across all connected channels.

You can:

* View Facebook messages.
* View Zalo messages.
* View Website Chat conversations.
* View WhatsApp conversations.
* View TikTok conversations (if connected).
* Monitor response times.
* Review the sales representative's customer care history.

This feature enables your team to understand previous interactions before continuing the conversation, ensuring a seamless and consistent customer experience.

#### 13.4 Delete Customer

Select **Delete** when you need to remove a customer from the CRM.

After confirmation, the customer will be permanently removed from the customer list.

**Note:** Only administrators or users with the appropriate permissions can delete customer records. Please use this action with caution, as deleted data may not be recoverable if the system does not support data restoration.

### Benefits of Using Biglead CRM

Biglead CRM helps businesses:

* Manage all customer data from a centralized platform.
* Track the complete customer journey, from lead acquisition to post-sales support.
* Search and filter customer data quickly and efficiently.
* Import and export customer data in bulk.
* Segment customers using **Sales Tags** and **Customer Care Status**.
* Monitor omnichannel conversation history in one place.
* Create sales orders directly from customer profiles.
* Assign customers to sales representatives to prevent duplicate ownership.
* Integrate with **Omnichannel Chat**, **Marketing Automation**, **AI**, and **RFM** tools to improve customer management, enhance customer engagement, and optimize the entire sales process.