Managing Customers & Sales in Enterprise Solutions Derek 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 Solutions Customer Information Analysis, Insight Sales Execute Project/Ship Product Collect Money Service Marketing

What we’ll cover today 1 QuickBooks Enterprise Solutions Customer Information Analysis, Insight Sales Execute Project/Ship Product Collect Money Service Marketing 3 2

SECTION 1 Fundamentals of Customer Management in QuickBooks QuickBooks Enterprise Solutions Customer Information Analysis, Insight Sales Execute Project/Ship Product Collect Money Service Marketing

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 Out Risk Topics 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 Implication

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?

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 Classes Types 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 Classes Types 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 1 QuickBooks Enterprise Solutions Customer Information Analysis, Insight Sales Execute Project/Ship Product Collect Money Service Marketing 3 2

Section 2 Using QuickBooks Enterprise Solutions 6.0 in your sales process QuickBooks Enterprise Solutions Customer Information Analysis, Insight Sales Execute Project/Ship Product Collect Money Service Marketing

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 Enable Process Identify Key Info Define Steps 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-Posting Posting Invoices Sales Receipts Sales Orders Estimate/ Quote Sales Workflow and Forms Use 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

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Section 3 Using QBES Reports to analyze your business QuickBooks Enterprise Solutions Customer Information Analysis, Insight Sales Execute Project/Ship Product Collect Money Service Marketing

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

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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