Customer Relationship Management (CRM)

Track research projects, client relationships, contracts, quotes, and invoices for Contract Research Organizations in one integrated platform.

Overview

Customer Relationship Management (CRM) is essential for organizations that need to manage complex client relationships, track business opportunities, and coordinate sales and financial processes. For Contract Research Organizations (CROs), effective CRM is particularly critical as it involves managing multiple client projects, complex contract negotiations, detailed quote generation, and accurate invoicing for research services.

Labii CRM is a specialized Customer Relationship Management solution tailored specifically for Contract Research Organizations (CROs), enabling them to efficiently track research projects, manage client relationships, generate quotes, process invoices, and monitor financial performance in one integrated platform. By combining client management, engagement tracking, contract administration, and financial operations, Labii CRM provides a comprehensive solution that aligns sales, project delivery, and finance teams.

The CRM application integrates nine core components: Accounts for managing client organizations, Contacts for tracking individual relationships, Engagements for documenting interactions, Contracts for managing agreements, Products for defining service offerings, Quotes for proposal generation, Invoices for billing, Invoice Items for detailed line-item tracking, and Commissions for sales compensation management. This holistic approach ensures seamless flow of information from initial client contact through project completion and payment.

Use Cases

Contract Research Organizations (CROs)

• Manage pharmaceutical, biotech, and academic research clients

• Track study protocols, project timelines, and deliverables

• Generate quotes for preclinical and clinical research services

• Invoice for completed milestones and research activities

• Monitor project profitability and resource allocation

• Maintain compliance documentation and audit trails

Analytical Testing Laboratories

• Track client sample submissions and testing requests

• Generate quotes for analytical services and testing panels

• Manage service contracts and quality agreements

• Invoice for completed analyses and expedited services

• Monitor turnaround times and client satisfaction

• Track instrument usage and capacity planning

Biorepository and Biobanking Services

• Manage client accounts for sample storage and management

• Track sample collection, processing, and storage agreements

• Generate quotes for storage, retrieval, and processing services

• Invoice for ongoing storage fees and transaction-based services

• Monitor sample inventory and storage capacity

• Coordinate sample shipments and chain of custody

Scientific Consulting Services

• Manage consulting engagements and advisory relationships

• Track project scope, deliverables, and timelines

• Generate proposals and statement of work documents

• Invoice for hourly consulting, retainers, and project milestones

• Monitor consultant utilization and expertise deployment

• Track intellectual property and confidentiality agreements

Research Equipment and Reagent Suppliers

• Manage distributor, institutional, and direct customer accounts

• Track product demonstrations and equipment trials

• Generate quotes for instruments, consumables, and service contracts

• Process invoices for products, installations, and maintenance

• Monitor sales pipeline and inventory availability

• Track warranty and service agreement renewals

Requirements

• Install the Customer Relationship Management (CRM) application from the applications management interface

• Ensure appropriate user permissions for accessing financial and client data

• Configure projects for organizing accounts by service line, territory, or client type

• Set up tax rates, payment terms, and invoice numbering schemes

• Define product/service catalog with pricing structures

Getting Started

1

Navigate to Applications from the main menu and locate the Customer Relationship Management (CRM) application

2

Configure your organizational setup:

• Create projects for organizing clients by service type, geographic region, or business unit

• Define custom fields specific to your CRO operations

• Set up account types (Pharmaceutical, Biotech, Academic, Government, etc.)

• Configure contact roles (Principal Investigator, Project Manager, Procurement, Finance, etc.)

3

Build your product and service catalog in the fn_product table:

• Add your research services (assays, studies, testing panels)

• Define pricing models (per sample, per hour, per project)

• Set up service categories and SKUs

• Include service descriptions and specifications

4

Import or create your client accounts:

• Add company information and account details

• Set account ownership and team assignments

• Define account segmentation and priority levels

• Link relevant contracts and agreements

5

Begin tracking client engagements and generating quotes for new opportunities

Managing Accounts

Accounts represent the client organizations that engage your CRO services. Comprehensive account management provides visibility into all aspects of the client relationship.

1

Navigate to the crm_account table from the CRM application

2

Click + Add Account to create a new client account record

3

Complete the account information:

• Account Name: Client organization name

• Account Type: Pharmaceutical, Biotech, Academic, Government, etc.

• Industry: Therapeutic area or research focus

• Territory: Geographic or organizational assignment

• Account Status: Prospect, Active Client, Inactive, etc.

• Annual Potential: Expected annual revenue opportunity

• Website: Client organization web presence

• Billing Address: Invoice submission location

• Shipping Address: Sample and report delivery location

4

Add account-specific details:

• Assign account manager and support team members

• Document client requirements and preferences

• Set payment terms and billing frequency

• Add notes about organizational structure or decision-making processes

• Link relevant compliance documentation (quality agreements, confidentiality agreements)

5

Track account history, contracts, and financial performance through the account detail view

Maintain comprehensive account records to ensure service consistency, facilitate team coordination, and support strategic account planning.

Managing Contacts

Contacts are the individuals within client organizations that you interact with throughout the project lifecycle. Detailed contact records enable effective communication and relationship management.

1

Navigate to the crm_contact table from the CRM application

2

Click + Add Contact to create a new contact record

3

Enter contact information:

• Name: Full name of the contact

• Email: Primary email address

• Phone: Contact phone number

• Mobile: Mobile phone if different

• Job Title: Role within the organization

• Account: Link to associated client account

• Department: Functional area (R&D, Quality, Procurement, Finance, etc.)

• Contact Role: Decision authority (Principal Investigator, Project Sponsor, Budget Holder, Technical Contact, Billing Contact, etc.)

4

Add contextual information:

• Communication preferences and availability

• Areas of expertise and responsibility

• Project involvement and authorization levels

• Previous interactions and relationship history

• Special requirements or preferences

5

Link contacts to relevant contracts, quotes, and invoices for comprehensive tracking

Identify and track multiple contacts within each account to ensure continuity and avoid dependency on single points of contact.

Tracking Client Engagements

Engagements document all interactions with clients, from initial inquiries through project discussions, proposal reviews, and ongoing communications.

1

Navigate to the crm_engagement table from the CRM application

2

Click + Add Engagement to create a new engagement record

3

Document engagement details:

• Engagement Date: When the interaction occurred

• Engagement Type: Call, Meeting, Email, Site Visit, Presentation, Conference, etc.

• Account: Associated client account

• Contacts: Individuals who participated

• Subject: Topic or purpose of the engagement

• Duration: Length of interaction if applicable

4

Record comprehensive engagement notes:

• Discussion topics and client requirements

• Technical questions and answers

• Project scope and timeline discussions

• Budget constraints or pricing conversations

• Competitor mentions or comparison requests

• Next steps and follow-up actions

• Client sentiment and relationship status

5

Link engagements to related quotes, contracts, or opportunities to maintain context

Consistent engagement documentation creates institutional knowledge, enables effective handoffs, and provides insights into client needs and preferences.

Managing Contracts

Contracts formalize the terms of service agreements between your CRO and clients, defining scope, deliverables, timelines, and commercial terms.

1

Navigate to the crm_contract table from the CRM application

2

Click + Add Contract to create a new contract record

3

Enter contract fundamentals:

• Contract Name: Descriptive identifier

• Account: Client organization

• Contract Type: Master Service Agreement, Project-Specific, Frame Agreement, Quality Agreement, etc.

• Contract Number: Internal reference number

• Contract Value: Total contract amount

• Start Date: Contract effective date

• End Date: Contract expiration or completion date

• Status: Draft, Under Review, Active, Completed, Expired, etc.

4

Document contract details:

• Scope of services and deliverables

• Performance milestones and acceptance criteria

• Payment terms and milestone billing schedule

• Service level agreements and turnaround times

• Confidentiality and intellectual property terms

• Termination and liability provisions

• Regulatory compliance requirements

5

Attach contract documents:

• Use the File widget to upload signed contracts, statements of work, and amendments

• Track contract versions and revision history

• Store related quality agreements and technical specifications

6

Monitor contract performance through linked invoices, deliverables, and project records

Ensure contracts are reviewed by appropriate personnel (legal, quality, finance) before execution and maintain accurate records of all contract amendments.

Building Product and Service Catalog

Products represent the research services, testing packages, and deliverables that your CRO offers to clients.

1

Navigate to the fn_product table from the CRM application

2

Click + Add Product to create a new service offering

3

Define product details:

• Product Name: Service or deliverable name

• Product Code/SKU: Internal identifier

• Category: Service type (Assay, Study, Testing Panel, Consulting, etc.)

• Description: Detailed service description and specifications

• Price: Standard pricing

• Unit of Measure: Per Sample, Per Hour, Per Project, Per Mouse, etc.

• Status: Active, Discontinued, Under Development

4

Add service specifications:

• Technical methodology and approach

• Turnaround time and delivery schedule

• Required sample types and quantities

• Data deliverables and reporting format

• Quality control and acceptance criteria

• Regulatory compliance (GLP, GMP, etc.)

5

Configure pricing options:

• Volume discounts or tiered pricing

• Rush service surcharges

• Related add-on services

• Bundled service packages

Maintain an up-to-date service catalog to streamline quote generation, ensure pricing consistency, and facilitate service standardization.

Generating Quotes

Quotes provide formal pricing proposals for client projects, outlining services, deliverables, timelines, and costs.

1

Navigate to the fn_quote table from the CRM application

2

Click + Add Quote to create a new quote record

3

Enter quote header information:

• Quote Number: Unique identifier (auto-generated or manual)

• Account: Client organization

• Contact: Primary decision-maker for this quote

• Quote Date: Date of preparation

• Valid Until: Expiration date for pricing

• Previous Contract: Link to related contract if applicable

• Status: Draft, Submitted, Accepted, Declined, Expired

4

Build quote line items by selecting from your product catalog:

• Add products/services from the fn_product table

• Specify quantity for each service

• Adjust unit pricing if needed (volume discounts, custom pricing)

• Include detailed descriptions and specifications

• Add optional services or alternatives

5

Add quote details and terms:

• Project timeline and milestone schedule

• Payment terms and milestone billing

• Assumptions and exclusions

• Terms and conditions

• Sample shipping and handling requirements

• Data delivery and reporting schedule

6

Use sections to include:

• Executive summary using Rich Text widget

• Detailed technical approach and methodology

• Team qualifications and experience

• Relevant case studies or references

• Quote document attachments using File widget

7

Submit the quote to the client and track acceptance status

Maintain quote history to track pricing trends, win rates, and competitive positioning for future opportunities.

Managing Invoices

Invoices formalize billing for services rendered, ensuring timely payment collection and accurate financial tracking.

1

Navigate to the fn_invoice table from the CRM application

2

Click + Add Invoice to create a new invoice record

3

Complete invoice header information:

• Invoice Number: Unique identifier following your numbering scheme

• Account: Client organization being billed

• Invoice Date: Date of invoice issuance

• Due Date: Payment due date based on terms

• Related Contract: Link to contract being invoiced

• Related Quote: Link to original quote if applicable

• Purchase Order: Client PO number if required

• Status: Draft, Sent, Paid, Overdue, Cancelled

4

Create invoice line items in the fn_invoice_item table for detailed billing:

• Link to the parent invoice

• Add description of services provided

• Specify quantity and unit price

• Calculate line total

• Include project or sample identifiers for traceability

5

Add invoice components:

• Subtotal of line items

• Applicable taxes and fees

• Discounts or credits

• Total amount due

• Payment instructions and bank details

6

Attach supporting documentation:

• Final reports and data deliverables

• Certificate of analysis or completion

• Timesheets for hourly services

• Shipping documentation for samples

7

Send invoice to client and track payment status

Ensure invoices are accurate and complete before sending to avoid payment delays. Include all required information for client accounts payable processing.

Tracking Commissions

Commissions track sales compensation for account managers and business development professionals based on closed deals and collected revenue.

1

Navigate to the crm_commission table from the CRM application

2

Click + Add Commission to create a new commission record

3

Define commission details:

• Sales Representative: Team member earning the commission

• Account: Client account generating the commission

• Contract or Invoice: Linked business transaction

• Commission Date: When commission was earned

• Revenue Amount: Total revenue qualifying for commission

• Commission Rate: Percentage or fixed amount

• Commission Amount: Calculated commission value

• Status: Pending, Approved, Paid

4

Document commission rules:

• Tiering structures based on revenue targets

• Split commission arrangements for team sales

• Timing of commission recognition (contract signing vs. payment collection)

• Clawback provisions for cancelled projects

5

Track commission payments and generate reports:

• Use Table widgets to aggregate commission data

• Monitor commission expenses by period

• Analyze sales team performance

• Calculate commission liabilities

Establish clear commission policies and maintain transparent tracking to motivate sales teams and ensure fair compensation.

Advanced Features

Sales Pipeline Analytics

Track and analyze the health and performance of your sales pipeline to forecast revenue and identify bottlenecks.

1

Create pipeline stages in your accounts or quotes:

• Lead/Inquiry

• Qualification

• Needs Assessment

• Quote Submitted

• Negotiation

• Closed Won

• Closed Lost

2

Use Table widgets to aggregate pipeline metrics:

• Total pipeline value by stage

• Conversion rates between stages

• Average deal size and sales cycle length

• Win rate by service type or account segment

• Sales team performance metrics

3

Create forecasting dashboards:

• Weighted pipeline (probability-adjusted value)

• Expected close dates and revenue recognition

• Historical trends and seasonal patterns

• Capacity planning for service delivery

Financial Performance Tracking

Monitor the financial health of client accounts, contracts, and service lines.

1

Use Table widgets to summarize financial metrics:

• Revenue by account, service type, and time period

• Outstanding accounts receivable and aging

• Contract value utilization and remaining budget

• Gross margin by project or service line

• Sales commission expenses as percentage of revenue

2

Create financial dashboards:

• Monthly recurring revenue (MRR) for service contracts

• Revenue recognition schedules for milestone billing

• Cash flow projections based on invoice due dates

• Profitability analysis by account or service

3

Implement alerts for financial exceptions:

• Overdue invoices requiring follow-up

• Contracts approaching expiration

• Projects exceeding budget

• Unusual pricing or discount approvals

Automated Quote and Invoice Generation

Streamline document creation with templates and automated workflows.

1

Create standardized quote templates:

• Use Rich Text widgets for standard sections

• Define product bundles for common service packages

• Establish pricing matrices for volume discounts

• Set up approval workflows for custom pricing

2

Automate invoice generation:

• Create invoices directly from accepted quotes

• Set up recurring invoices for ongoing service contracts

• Auto-populate invoice items from project deliverables

• Generate invoice documents with your branding

3

Link quotes and invoices to project records to maintain traceability from proposal through billing

Client Portal Integration

Provide clients with self-service access to quotes, contracts, and invoices.

Configure project-level permissions to allow client contacts to view relevant quotes, track project status, and access invoices while maintaining security for sensitive information.

1

Set up client access through project members with appropriate permission levels

2

Organize client-facing information:

• Group quotes, contracts, and invoices by project

• Provide access to reports and deliverables

• Enable status updates and milestone tracking

3

Establish communication protocols:

• Use Rich Text for project updates

• Share meeting notes and action items

• Provide FAQ sections for common questions

Integration with Project Execution

Connect CRM data with laboratory and project management systems to ensure seamless information flow.

1

Link CRM accounts and contracts to project execution records:

• Use Cross-Reference widgets to connect clients, contracts, and quotes to project tables

• Track project samples back to client accounts

• Link experimental results to contract deliverables

2

Maintain bidirectional traceability:

• From initial inquiry through quote, contract, project execution, deliverables, and invoice

• Enable project teams to view contract requirements and client specifications

• Provide sales teams with project status and completion updates

3

Coordinate milestone-based billing:

• Trigger invoice generation when project milestones are achieved

• Link invoice line items to specific deliverables

• Automate payment tracking and revenue recognition

Best Practices

Maintain Data Integrity

• Standardize naming conventions for accounts, contacts, and products

• Regularly update contact information and account status

• Archive inactive accounts rather than deleting historical data

• Conduct periodic data quality audits

• Document data entry procedures and train team members

Streamline Quote-to-Cash Process

• Create templates for common service offerings

• Establish clear approval workflows for pricing and discounts

• Set service level agreements for quote turnaround times

• Automate invoice generation from accepted quotes

• Implement systematic follow-up for overdue invoices

Foster Team Collaboration

• Share client insights and engagement history across teams

• Coordinate handoffs from sales to project delivery to finance

• Establish regular account review meetings

• Document lessons learned from successful and unsuccessful bids

• Celebrate wins and analyze losses to improve competitive positioning

Ensure Compliance and Quality

• Maintain complete audit trails for contracts and financial transactions

• Document all client communications and commitments

• Track regulatory requirements and quality agreements

• Implement version control for quotes and contracts

• Secure sensitive financial and proprietary information

Monitor Performance Metrics

• Track key performance indicators (KPIs) consistently

• Analyze win rates, deal velocity, and average deal size

• Monitor accounts receivable and cash flow

• Measure customer satisfaction and retention

• Calculate sales team productivity and effectiveness

Troubleshooting

Issue: Quote and Invoice Number Conflicts

Symptoms: Duplicate or out-of-sequence quote or invoice numbers causing confusion and audit issues

Solution:

1

Establish a standardized numbering scheme with clear rules (e.g., YYYY-QT-0001 for quotes, YYYY-INV-0001 for invoices)

2

Document the numbering convention and communicate to all team members

3

Implement validation checks to prevent duplicates during record creation

4

If conflicts occur, identify the source (manual entry, concurrent creation) and correct the numbering

5

Consider implementing automated numbering through custom fields or widgets

Issue: Disconnected Records Across Tables

Symptoms: Quotes, contracts, and invoices are not properly linked, making it difficult to track the full client lifecycle

Solution:

1

Use Cross-Reference widgets to establish relationships between related records

2

Create standardized workflows that prompt users to link records during creation

3

Conduct periodic audits to identify and correct missing links

4

Provide training on the importance of maintaining record relationships

5

Create dashboard views that highlight orphaned or unlinked records for correction

Issue: Inaccurate Commission Calculations

Symptoms: Sales team disputes over commission amounts or timing of payments

Solution:

1

Document clear commission policies including rates, timing (booking vs. collection), and split arrangements

2

Create standardized commission records that link to supporting financial data (contracts, invoices, payments)

3

Implement approval workflows for commission calculations before payment

4

Provide sales team access to commission tracking for transparency

5

Schedule regular commission reconciliation meetings to address questions before payment cycles

Issue: Slow Quote Turnaround Time

Symptoms: Delays in responding to client requests for quotes, leading to lost opportunities

Solution:

1

Create quote templates for common service offerings to accelerate preparation

2

Maintain an updated product catalog with current pricing

3

Establish clear ownership and SLAs for quote preparation and approval

4

Implement collaborative tools for technical review and pricing approval

5

Track quote preparation time metrics and identify bottlenecks for improvement

Issue: Overdue Invoices and Collection Problems

Symptoms: High accounts receivable balance with invoices past due date

Solution:

1

Implement systematic follow-up processes for approaching and overdue invoices

2

Ensure invoices include all required information for client processing (PO numbers, completed deliverables)

3

Establish escalation procedures for persistently overdue accounts

4

Review payment terms and consider requiring deposits or milestone payments for large projects

5

Use Table widgets to create aging reports and prioritize collection efforts

Related Documentation

• Sales Engagement - Manage outreach campaigns and prospect engagement

• Project Management - Coordinate research project execution