Course Code: SM-03
Goal: Build a complete, organized, and searchable customer database that supports full lifecycle sales, project, and service management.

Session Overview

Duration: 1 Hour
Format: Instructor-led (via Microsoft Teams or in-person)
Level: Introductory to Intermediate (Ideal for sales representatives, account managers, and CRM admins)

Resources Provided:

• Customer Management Quick Start Guide
• Customer Import Template
• Customer Classification and Tagging Reference
• Site and Contact Linkage Guide

Learning Objectives

By the end of this session, participants will be able to:

• Create, edit, import, and manage customer accounts efficiently.
• Differentiate between customer types and apply classifications.
• Link customers to multiple service sites and contacts.
• Maintain a clean, structured CRM database for better opportunity tracking and service execution.

Session Agenda

SM3.1 Creating, Editing, Importing, and Managing Customers

• Manually creating a new customer account.
• Editing customer profiles: updating addresses, contacts, industries.
• Mass importing customer accounts using a template.
• Best practices for reviewing and de-duplicating entries.

SM3.2 Differentiating Customer Types and Classifications

• Setting customer type fields:
• End-user
• General Contractor
• Consultant
• Service Only
• Applying customer tags and classifications for advanced filtering.
• Benefits of clean categorization for reporting and forecasting.

SM3.3 Linking Customers to Multiple Sites and Contacts

• Adding multiple service sites under a single customer record.
• Assigning primary and secondary contacts.
• Managing multiple departments or divisions within a single customer organization.
• Viewing consolidated service, project, and sales history.

Hands-On Preview (Optional if time allows)

• Create a sample customer.
• Link a contact and a service site.
• Apply type/classification tags and filter customer records.

Post-Session Action Items

• Audit current customer accounts for missing data.
• Apply standard customer classification across all accounts.
• Link orphaned contacts or sites back to appropriate customer records.

Note: When scheduling, make sure to include this session code: SM-03

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