CRM Customer Relationship Management

Based on the latest RuoyiPlus backend architecture, 75 DOs / 54 Controllers, menu ID starting at 2000, providing deep business enhancements for full customer lifecycle management, intelligent permission control, and audit compliance

1. Enhancement Positioning and Architecture

1.1 Product Positioning

RuoYiPlus CRM builds on Yudao’s native capabilities, providing enterprise-level enhancements around three core areas: customer asset control, sales process automation, and data permission compliance, creating a complete business loop from lead acquisition to customer success.

graph TB subgraph "RuoYiPlus CRM Enhancement Architecture" subgraph "Business Layer" A1[Customer Full Lifecycle] A2[Opportunity Management] A3[Contract Management] A4[Marketing Automation] end subgraph "Capability Layer" B1[Intelligent Public Pool] B2[Sales Forecasting] B3[E-Signing] B4[BI Analytics] end subgraph "Infrastructure Layer" C1[Data Permission Engine] C2[Operation Audit] C3[Sensitive Data Masking] C4[Multi-Tenancy Isolation] end end A1 --> B1 A2 --> B2 A3 --> B3 A4 --> B4 B1 --> C1 B2 --> C2 B3 --> C3 B4 --> C4

1.2 Module Scale

Metric	Value
Data Objects (DO)	75
Controllers	54
Menu ID Start	2000
Maven Module	yudao-module-crm

1.3 Core Data Tables

Table Name	Description
`crm_customer`	Customer basic info
`crm_contact`	Contact info
`crm_business`	Opportunity management
`crm_contract`	Contract management
`crm_quote`	Quotation management
`crm_invoice`	Invoice management
`crm_receivable`	Receivables management
`crm_return_visit`	Customer return visit
`crm_product`	Product management
`crm_event`	Event management
`crm_marketing_campaign`	Marketing campaigns
`crm_survey`	Survey management
`crm_approval_flow`	Approval workflow
`crm_file`	File management
`crm_permission`	Data permissions

1.4 Capability Comparison

Dimension	Yudao Native CRM	RuoYiPlus CRM Enhancement
Customer Management	Basic customer info	Full lifecycle management
Public Pool	Simple public pool	Intelligent recycling + allocation strategy
Opportunity Management	Basic opportunities	Kanban + forecasting + automation
Contract Management	Basic contracts	E-signing + fulfillment tracking
Data Analytics	Simple reports	BI intelligent analysis
Marketing Automation	None	Marketing automation engine
Permission Control	Basic RBAC	Four-layer data permissions
Audit Compliance	Operation logs	Full-chain audit trail

2. Customer Full Lifecycle Management

2.1 Lifecycle Stages

graph LR A[Prospect Stage] --> B[New Customer Stage] B --> C[Active Stage] C --> D[Mature Stage] D --> E[Churn Stage] A --> A1[Lead Acquisition] A --> A2[Lead Cleansing] A --> A3[Lead Scoring] A --> A4[Customer Profiling] B --> B1[Customer Tiering] B --> B2[Initial Follow-up] B --> B3[Need Discovery] B --> B4[Opportunity Creation] C --> C1[Continuous Follow-up] C --> C2[Opportunity Advancement] C --> C3[Contract Signing] C --> C4[Payment Collection] D --> D1[Upsell Discovery] D --> D2[Renewal Reminder] D --> D3[Service Upgrade] D --> D4[Satisfaction Survey] E --> E1[Churn Alert] E --> E2[Retention Strategy] E --> E3[Churn Analysis] E --> E4[Public Pool Recycling]

2.2 Data Permission Control

The CRM system implements a four-layer data permission model to ensure strict isolation of customer data based on organizational structure and job responsibilities.

graph TB subgraph "Permission Decision Engine" A[Sales Request] --> B[Permission Resolution] B --> C{Permission Source} C --> D[User-Level Permission] C --> E[Role-Level Permission] C --> F[Position-Level Permission] C --> G[Department-Level Permission] D --> H[Permission Merge] E --> H F --> H G --> H H --> I[Customer Level Filter] I --> J[Data Filter SQL] J --> K[Return Results] end

Permission Level	Use Case	Example
User-Level	Sales person’s own customers	Sales person can only view their own customers
Role-Level	Sales team	Sales manager can view all team customers
Position-Level	Regional management	Regional director can view all customers in their region
Department-Level	Branch office	Branch GM can view all branch customers

// CRM data permission example
@DataPermission(roles = {"sales_manager"})
public class CustomerServiceImpl {
    // Sales manager can view team customers
    // Automatically filters data by department hierarchy
}

// Customer level filter
@DataPermission(scope = "custom", 
    sqlFilter = "customer_level <= #{currentUser.maxLevel}")
public class CustomerLevelService {
    // Filter by customer levels accessible to the user
}

2.3 Operation Audit

All customer data operations record complete audit logs, supporting data change traceability and compliance audits.

graph TB subgraph "Audit Event Collection" A1[Customer Creation] A2[Customer Edit] A3[Customer Transfer] A4[Customer Deletion] A5[Data Export] end subgraph "Audit Processing" B1[Change Comparison] B2[Risk Scoring] B3[Rule Matching] end subgraph "Audit Storage" C1[Operation Log] C2[Change History] C3[Blockchain Evidence] end A1 --> B1 A2 --> B1 A3 --> B1 A4 --> B1 A5 --> B1 B1 --> B2 B2 --> B3 B3 --> C1 B3 --> C2 B3 --> C3

Audit Type	Recorded Content	Retention Period
Operation Audit	Customer creation, edit, deletion, transfer	Permanent
Data Change	Before/after field values	3 years
Export Audit	Export time, exporter, data volume	3 years
Permission Change	Customer owner change history	Permanent

3. Intelligent Public Pool

3.1 Public Pool Architecture

graph TB subgraph "Public Pool Management" A[Customer Enters Pool] --> B{Allocation Strategy} B --> C[Allocate by Region] B --> D[Allocate by Industry] B --> E[Allocate by Capability] C --> F[Sales Pickup] D --> F E --> F F --> G{Follow-Up Rules} G -->|N days no follow-up| H[Auto Recycle] G -->|Normal follow-up| I[Continue Follow-Up] H --> A end

3.2 Core Capabilities

Capability	Description
Auto Recycle Rules	Auto recycle after N days without follow-up
Pickup Limits	Daily pickup cap, total cap
Allocation Strategy	Intelligent allocation by region/industry/capability
Protection Mechanism	Key customer protection, follow-up exemption
Recycle Alert	Auto reminder 3 days before recycling

3.3 Configuration Example

crm:
  pool:
    recycle-rules:
      - name: "30 days no follow-up"
        condition: "last_follow_days > 30"
        action: "recycle"
        exclude-levels: ["VIP", "KA"]
      - name: "90 days no opportunity"
        condition: "no_business_days > 90"
        action: "recycle"
    pickup-limits:
      daily: 10
      total: 50
      cooldown-hours: 24

4. Opportunity Management and Forecasting

4.1 Opportunity Process

graph LR A[Lead Conversion] --> B[Need Confirmation] B --> C[Solution Development] C --> D[Quotation & Negotiation] D --> E[Win/Loss] E --> F[Contract Signing] B --> B1[Need Analysis] B --> B2[Customer Evaluation] C --> C1[Solution Design] C --> C2[Solution Demo] D --> D1[Quotation Approval] D --> D2[Contract Negotiation]

4.2 Opportunity Kanban and Forecasting

Capability	Description
Visual Kanban	Drag-and-drop opportunity stage management
Win Rate Prediction	Win rate model based on historical data
Sales Forecasting	Quarterly/annual sales revenue forecasting
Stage Conversion Rate	Conversion rate analysis per stage
Bottleneck Identification	Automatic conversion bottleneck identification

5. Contract Management and E-Signing

5.1 Contract Process

graph TB A[Contract Drafting] --> B[Contract Approval] B --> C[E-Signing] C --> D[Contract Execution] D --> E[Contract Archiving] A --> A1[Template-Based Drafting] A --> A2[Clause Configuration] B --> B1[Multi-Level Approval] B --> B2[Legal Review] C --> C1[Electronic Seal] C --> C2[Identity Verification] D --> D1[Fulfillment Tracking] D --> D2[Payment Collection] E --> E1[Electronic Archiving] E --> E2[Expiry Reminder]

5.2 Contract Audit

All contract operations record complete audit logs, ensuring compliant and traceable contract management.

Audit Item	Description
Contract Creation	Records drafter, drafting time
Contract Approval	Records approval process, approval comments
Contract Signing	Records signing time, signing parties
Contract Change	Records change content, change reason
Contract Archiving	Records archiving time, archiver

6. Marketing Automation Engine

6.1 Automation Process

graph LR A[Trigger Condition] --> B{Condition Check} B -->|Satisfied| C[Execute Action] B -->|Not Satisfied| D[No Action] C --> E[Record Result] E --> F{Follow-Up Condition} F -->|Yes| G[Continue Execution] F -->|No| H[Process End]

6.2 Automation Rule Example

// Automation rule example
AutomationRule {
    trigger: "Customer Created"
    conditions: [
        "industry = 'Manufacturing'",
        "region = 'East China'"
    ]
    actions: [
        "assignTo: 'East China Sales Team'",
        "sendEmail: 'Welcome Email Template'",
        "createTask: 'Initial Follow-Up Task'"
    ]
}

7. Data Analytics Enhancement

7.1 Sales Funnel Analysis

graph TB A[Leads] --> B[Customers] B --> C[Opportunities] C --> D[Contracts] D --> E[Collections] A --> A1[Lead Conversion Rate] B --> B1[Opportunity Creation Rate] C --> C1[Stage Conversion Rate] D --> D1[Win Rate] E --> E1[Collection Completion Rate]

Analysis Dimension	Metric
Lead → Customer	Lead conversion rate
Customer → Opportunity	Opportunity creation rate
Opportunity Stages	Stage conversion rate
Opportunity → Contract	Win rate
Contract → Collection	Collection completion rate

7.2 Customer Value Analysis

Analysis Model	Description
RFM Model	Recency, Frequency, Monetary analysis
Customer Tiering	VIP/KA/Normal/Potential customer tiers
Lifetime Value	CLV customer lifetime value prediction
Churn Risk Scoring	Churn probability prediction

8. Technical Architecture

graph TB subgraph "yudao-module-crm-plus" subgraph "crm-biz" A1[customer Customer Management] A2[leads Lead Management] A3[business Opportunity Management] A4[contract Contract Management] A5[pool Public Pool] A6[automation Marketing Automation] A7[analytics Data Analytics] A8[integration External Integration] end subgraph "Permissions & Audit" B1[permission Permission Control] B2[audit Audit Logs] B3[masking Data Masking] end end A1 --> B1 A2 --> B1 A3 --> B1 A4 --> B2 A5 --> B2 A6 --> B3 A7 --> B3

9. Business Value

Value Point	Description
Increase Conversion Rate	Intelligent follow-up reminders, opportunity forecasting
Reduce Churn Rate	Churn alert, retention strategy
Improve Efficiency	Marketing automation, mobile office
Data-Driven	BI analytics, decision support
Compliance Control	Four-layer permissions, full-chain audit
Data Security	Sensitive data masking, operation traceability

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