BASICS OF CRM

Created by JAIPRABHAT V, Modified on Thu, 4 Dec, 2025 at 12:03 PM by JAIPRABHAT V

01. What is an Asset?

An Asset refers to a product.
There are two types of products. STB (Set-Top Box / Standard Box):
Asset ID starts with letters.
SMC (Smart Card):
Asset ID starts with numbers.

Why Are Assets Important?

To track which customer owns which product.
For quick support and service history.
To plan replacements.

02. What Is Asset Stage?

Asset Stage represents the current status or condition of an asset.

Asset Stage Steps:

Load STB
Receipt Done
Transfer Asset Stage to Asset
Status – Untagged

Why Is Asset Stage Important?

To track service status
To know whether replacement is needed
For accurate customer billing

03. What Is a Customer Record?
A Customer record is the person or company that buys or uses the products.

What actions can be performed?

To store customer details
To track communications
To manage deals
To provide a 360° view

04. What Is an Account?
An Account is the main customer record.Contacts, deals, tickets, assets, emails, and activities are all linked to the Account.

Where Do You Use Accounts in Freshsales?

When creating a deal opportunity
When adding new contacts
When checking customer history
When tracking organization-level activity

05. CRN and RMN Definitions

CRN: Customer Relation Number
RMN: Registered Mobile Number

06. What Is a 360° View?

A 360° View provides complete customer history:
Full customer details + All activities + Assets + Deals in one place.

What Does the 360° View Include?

Contact number
CR ID
STB
SMC
Account information

07. What Is Activation?

Activation is the process of enabling a customer’s service or product.
Once activated, the customer can start using the service.

Why Is Activation Important?

Confirms the product is live and working
Billing or subscription can start

08. What Is OTF?

OTF (On The Fly) is used in the commission process.

Why Is OTF Important?

It helps in easily tracking CRM billing processes.

09. Where Is OTF Used in Freshsales?

Installation charges
Activation charges
STB setup charges

10. What Is a Welcome Call?

A Welcome Call is made to greet the new customer and confirm that everything is working.

Why Is a Welcome Call Done?

To confirm installation was successful
To ensure the customer has received the product
To check if there are any post-installation issues
To ensure the customer knows basic usage

11. What Is Zip Code Mapping?

Zip Code Mapping links a PIN/ZIP code to a specific location, area, or region.

Why Do We Use Zip Code Mapping?

When customers enter their PIN code, the system identifies the nearest service area
To assign the correct technician
To check which plans or packs are available in the area

12. What Is Billing Information?

Billing Information includes all details required to create, send, and manage customer payments.

Billing Information in CRM

Tracks customer payments
Identifies unpaid accounts
Manages subscriptions

13. What Is Order Management?

Order Management handles the entire customer order process—from order placement to delivery and completion.

Order Management in CRM Tracks,

Order ID
Customer Details
Products
Technician Details
Payment Status
Activation Status
Asset Details

14. What Is Provisional Status?

Provisional Status means a temporary status given until final confirmation or approval is completed.

Why Is Provisional Status Used?

To show the process has started
To indicate final confirmation is pending
To help track incomplete activities
To avoid billing errors