Managing Customers & Sales in Enterprise Solutions Derek Butts

Managing Customers & Sales in Enterprise SolutionsDerek Butts

Introduction• Who am I?

• Currently a Product Manager for QuickBooks Enterprise Solutions

• 3 years at Intuit, working in customer retention marketing and product management

• Who are you?• Business Owners, Managers, Finance professionals,

ProAdvisors• From beginner users to expert users• From a multitude of industries

• Why are we here?• Interested in improving customer management and

sales

Session Objectives

• Cover the fundamentals of using QuickBooks Enterprise Solutions to help manage your sales process and customer information

• Use QuickBooks Enterprise Solutions more effectively in your sales process and in analyzing customer information to improve your business

• Learn a new thing or two about QuickBooks that will help make your and/or colleagues more efficient

Customer Management Cycle

QuickBooks Enterprise SolutionsQuickBooks Enterprise Solutions

Customer InformationCustomer Information

Analysis, Insight

SalesSalesExecute

Project/ShipProduct

Execute Project/Ship

Product

Collect Money

Collect Money ServiceServiceMarketingMarketing

What we’ll cover today

1QuickBooks Enterprise SolutionsQuickBooks Enterprise Solutions


Analysis, Insight

SalesSalesExecute

Project/ShipProduct


Product

Collect Money


3

2

SECTION 1Fundamentals of Customer Management in QuickBooks



Analysis, Insight

SalesSalesExecute

Project/ShipProduct


ProductCollect Money


Customer Management in QuickBooks

• Intro to the QuickBooks Customer Center• Basic Views• Filters and Custom Views• Customer List and Search

• Setting up QuickBooks to capture customer information• Customer and Jobs• Custom Fields• Classes and Types

Topics:

Sample Company – Pool covers

• Pool cover installation and parts company • Customers are home builders, homeowners, and retail stores

Customer Center Views

Multiple information display options:

• Using the List + Customer details view (vs. list view)

• Customer View and Transaction View

• Using filters to focus in on what’s critical (and creating reports from the filter)

• Customizing Views to see the information you need

Customer Center Views

• Use Customer View as a window into your customer relationships

• Use Transaction views to get a summary by transaction type

• Customize the view so you can see the information you want

• Filter and sort information how you need to, minimizing time spent looking for information

•Lookup customers based on criteria you define

Setting QuickBooks up to capture the right customer information

• Garbage In, Garbage OutRiskRisk

TopicsTopics• Customers & Jobs• Classes and Types• Custom Fields• Sales Forms [covered in next section]

• Understand what data you need to capture• Setup QuickBooks to capture it• Build data capture into your processes

ImplicationImplication

Customers and Jobs

• Customer and jobs are the foundation of tracking customer specific information• Contact information• Billing info• Notes, status, additional information

• Jobs are typically used to represent a specific project, case, location for a customer – one customer can have multiple jobs• Rule of thumb: If it has a specific start and end date and is for one

customer, then it’s a job

What other information do you want to capture about your customers?What other information do you want to capture about your customers?

Custom Fields

• Why use custom fields• Tracking information not already defined that is pertinent at a

transaction and/or customer level• Run reports based on custom fields to tailor analysis to your

business

• What to use them for• Critical for transaction level reporting if you want custom field

data to be associated with a transaction (custom fields must be added to forms)

• Otherwise create reports on custom fields at a customer level using the Customer list report

Setting up Custom Fields

• Access point is within the customer/job detail window, additional info tab

• Click “Define Fields” and create your own custom fields

What are Classes and Types?

• Types are used to track information by customer type or category, for example:• Wholesale vs. retail• Lead source• Region

• Use types as a way to categorize and report on customers and jobs

ClassesClasses TypesTypes

• Typically, businesses use classes to track the profit and loss of different segments of their business, for example:• Product lines• Different businesses • Different locations

• Classes categorize income and expense transactions based • Classes only track Income Statement transactions, not Balance

Sheet)

Using Classes and Types

• Types are in the Customer detail window

• Create and Manage via Customer Lists Customer Type List

ClassesClasses TypesTypes

Setup

Usage

Tips

• Enable class tracking in Company Preferences, Accounting, check Use Class Tracking

• Create and Manage via Class List

• When creating a new Customer, choose Type from the Additional Info tab

• Once enabled, Class appears on sales forms next to Customer:Job box & can be added as a column for items/transaction details

• To get valuable data using classes and/or types, all users must enter this data in categorizing transactions by class and customers by type

• Use pre-defined reports or create your own to analyze sales & customer data by class and type

Classes and Types• Classes can be selected on sales forms for the overall transaction

and for each line item

• Types can be selected for customer/job in the customer/job information window

Takeaways from Section 1

• Use the views in the Customer Center to get the snapshot of customers and transactions how you need it

• Ensure that you are capturing the data you want to analyze later and have built it into your process

• Take advantage of QuickBooks Classes, Types and Custom Fields to capture information specific to your business needs

What’s Next

1QuickBooks Enterprise SolutionsQuickBooks Enterprise Solutions


Analysis, Insight

SalesSalesExecute

Project/ShipProduct


Product

Collect Money


3

2

Section 2Using QuickBooks Enterprise Solutions 6.0 in your sales process



Analysis, Insight

SalesSalesExecute

Project/ShipProduct




Managing sales & sales process in QuickBooks

• Understanding and defining your sales process – a quick note

• Using QuickBooks Enterprise Solutions Workflow and Forms• Sales Workflow• Non-Posting Transactions – Estimates & Sales Orders• Posting Transactions – emphasis on Invoices

• Setting up price levels• Fixed %• Per Item• Applying to customers and transactions

Topics:

Defining Your Sales Process

• Identify the unique steps your sales people take to close the sale• Tip: Sometimes it can be helpful to draw them out

EnableProcess

EnableProcess

IdentifyKey Info

IdentifyKey Info

DefineSteps

DefineSteps

• Determine what information is captured at each step of the sales process

• Decide what information is most important for the sale and for future analysis

• Build data capture into each stage of the process

• Use QuickBooks Enterprise Solutions to help

Non-PostingNon-Posting PostingPosting

InvoicesInvoices

Sales Receipts

Sales Receipts

Sales Orders

Sales Orders

Estimate/Quote

Estimate/Quote

Sales Workflow and Forms

Use Sales forms and Workflow capabilities to support your sales processUse Sales forms and Workflow capabilities to support your sales process

Non-Posting Transactions

• Estimates/Quotes• Different ways of using• Customizing• Memorized estimates

• Sales Orders• Sales Order capabilities• Customizing• Using Sales Orders

Posting Transactions - Invoices

• Invoices• Customizing form• Utilizing automated workflows to create estimates based

on sales orders and estimates• Progress invoicing (enabling and using)

Setting Up and Using Price Levels

• Fixed % Price Levels

• Per Item Price Levels

• Applying price levels at the customer and transaction level

• One-time discounts, applying on the fly (using discounts and subtotals)

Using price levels• View and create new price

levels from the Price Level List

• Choose the type of price level

• Specify options about how the price level works

• Assign price levels to customers in the customer information window

Section 2 Takeaways

• Use price levels to automatically calculate different prices based on the same item amount

• Estimates and Sales Orders are flexible and can be used in a myriad of ways to support and improve your sales process

• Memorized sales transactions, like Estimates, Sales Orders and Invoices can be used to reduce data entry for sales people

• Take advantage of customizing forms to optimize for your business

What’s Next

1

3



Analysis, Insight

SalesSalesExecute

Project/ShipProduct


Product

Collect Money


2

Section 3Using QBES Reports to analyze your business



Analysis, Insight

SalesSalesExecute

Project/ShipProduct




Reporting and Analysis

• Defining what you want to analyze

• Using QuickBooks reports

• Creating your own repo1rts

Topics:

What do you want to analyze?• Am I capturing the data I need?

• Who are my best customers?

• Who are my customers? What are they buying?

• Who hasn’t bought in the past three months?

• Who are my best sales reps?

• How much do I owe my reps in commissions?

• Who do I need to collect from?

Defining What You Want to Know

General tips:

• Reporting can be powerful, but only if you know what you want to learn

• Capturing the right data as a part of your sales and customer service processes is critical

• Take the time up-front when creating customers and sales transactions to make sure you are capturing data in a way you can report on

Pre-Built Reports

• Who are we selling to? • Sales by customer summary

• Who has paid, who owes us?• Cash vs. Accrual• A/R report

• What are we selling?• Sales by item

• Who’s making sales? How much do we owe them?• Sales Rep performance

Using Pre-Built reports

• The Report Center gives quick access to numerous reports

• Choose the category or the specific report you want to run

• Use Customers & Receivables and Sales as primary report categories

Customizing reports

• Modifying standard reports

• Creating reports from scratch (and memorizing them)

• Reporting on custom fields

Modifying and creating your own reports• Modify pre-built reports• Create your own reports using Custom Summary Report and/or Custom Transaction Detail Report (available in Reports drop down list)• Memorize custom reports

Section 3 Takeaways

• Use reports to get a pulse on your business, for ongoing operations, and to analyze for improvement

• There’s a lot of value in the pre-defined reports• Modify reports by adding filters and changing

columns• Build your own reports from the ground up using

Custom Transaction and Custom Summary reports

• Use Excel to support your analysis needs

Wrap-up

1

3



Analysis, Insight

SalesSalesExecute

Project/ShipProduct


Product

Collect Money


2

Session Takeaways

• Understand and define the information that is critical to your business

• Define your sales and customer management processes in a way that enables you to capture the information

• Use the data that you’ve captured through your sales and customer service processes to identify opportunities to improve

Documents

Managing Customers & Sales in Enterprise Solutions Derek Butts