Managing Customers & Sales in Enterprise Solutions Derek Butts

1. Managing Customers & Sales in Enterprise Solutions Derek Butts

2. 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

3. 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

4. Marketing Sales Execute Project/ShipProduct Collect Money Service QuickBooks Enterprise Solutions Customer Information Analysis, Insight Customer Management Cycle

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

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

7. Customer Management in QuickBooks Topics: • 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

8. Sample Company – Pool covers • Pool cover installation and parts company • Customers are home builders, homeowners, and retail stores

9. 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

10. 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

11. Understand what data you need to capture • Setup QuickBooks to capture it • Build data capture into your processes Implication • Customers & Jobs • Classes and Types • Custom Fields • Sales Forms [covered in next section] Topics Setting QuickBooks up to capture the right customer information • Garbage In, Garbage Out Risk

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

13. 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

14. 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

15. 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)

16. Using Classes and Types • Types are in the Customer detail window • Create and Manage via Customer Lists  Customer Type List Classes Types • Enable class tracking in Company Preferences, Accounting, check Use Class Tracking • Create and Manage via Class List Setup • Once enabled, Class appears on sales forms next to Customer:Job box & can be added as a column for items/transaction details • When creating a new Customer, choose Type from the Additional Info tab Usage • 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 Tips

17. 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

18. 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

19. What’s Next 2 Marketing Sales Execute Project/ShipProduct Collect Money Service QuickBooks Enterprise Solutions 1 Customer Information 3 Analysis, Insight

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

21. Managing sales & sales process in QuickBooks Topics: • 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

22. Defining Your Sales Process DefineSteps • Identify the unique steps your sales people take to close the sale • Tip: Sometimes it can be helpful to draw them out IdentifyKey Info • 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 EnableProcess • Build data capture into each stage of the process • Use QuickBooks Enterprise Solutions to help

23. Sales Workflow and Forms Non-Posting Posting Sales Orders Invoices Estimate/Quote Sales Receipts Use Sales forms and Workflow capabilities to support your sales process

24. Non-Posting Transactions • Estimates/Quotes • Different ways of using • Customizing • Memorized estimates • Sales Orders • Sales Order capabilities • Customizing • Using Sales Orders

25. Posting Transactions - Invoices • Invoices • Customizing form • Utilizing automated workflows to create estimates based on sales orders and estimates • Progress invoicing (enabling and using)

26. 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)

27. 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

28. 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

29. What’s Next 2 Marketing Sales Execute Project/ShipProduct Collect Money Service QuickBooks Enterprise Solutions 1 Customer Information 3 Analysis, Insight

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

31. Reporting and Analysis Topics: • Defining what you want to analyze • Using QuickBooks reports • Creating your own repo1rts

32. What do you want to analyze? • Am I capturing the data I need? • 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 are my best customers? • Who do I need to collect from?

33. Defining What You Want to Know Generaltips: • 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

34. 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

35. 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

36. Customizing reports • Modifying standard reports • Creating reports from scratch (and memorizing them) • Reporting on custom fields

37. 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

38. 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

39. Wrap-up 2 Marketing Sales Execute Project/ShipProduct Collect Money Service QuickBooks Enterprise Solutions 1 Customer Information 3 Analysis, Insight

40. 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