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sales-crm-management skill

/miyabi-full/skills/sales-crm-management

This skill designs complete sales funnels, B2B playbooks, CRM pipelines, and health scoring to optimize revenue and reduce churn.

npx playbooks add skill shunsukehayashi/miyabi-claude-plugins --skill sales-crm-management

Review the files below or copy the command above to add this skill to your agents.

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SKILL.md
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---
name: Sales and CRM Management
description: Complete sales funnel design, B2B sales playbook, CRM setup, and customer success management. Use when building sales processes or reducing churn.
allowed-tools: Read, Write, WebFetch, Bash
---

# 💰 Sales and CRM Management

**Version**: 2.0.0
**Last Updated**: 2025-11-22
**Priority**: ⭐⭐⭐ (P2 Level - Business)
**Purpose**: セールスファネル、B2B営業プレイブック、CRM、カスタマーサクセス

---

## 📋 概要

完全なセールスファネル設計、BANTによるB2B営業、CRMパイプライン、
カスタマーヘルススコアリングを提供します。

---

## 🎯 P0: 呼び出しトリガー

| トリガー | 例 |
|---------|-----|
| 営業プロセス | "build our sales process" |
| チャーン削減 | "how to reduce churn?" |
| LTV向上 | "increase customer LTV" |
| 営業最適化 | "optimizing sales operations" |

---

## 🔧 P1: セールスファネル

### ファネルステージ

| Stage | 目的 | 転換率目標 | アクション |
|-------|------|-----------|-----------|
| **Awareness** | 認知 | - | コンテンツ、広告 |
| **Interest** | 興味 | 30% | リード獲得 |
| **Consideration** | 検討 | 40% | デモ、資料 |
| **Intent** | 意思 | 50% | 提案、見積 |
| **Purchase** | 購入 | 60% | 契約 |
| **Loyalty** | 継続 | 90% | サクセス |

---

## 🚀 P2: B2B営業プレイブック

### BANT資格確認

| 要素 | 質問例 | 重み |
|------|--------|------|
| **B**udget | 予算は確保されていますか？ | 25% |
| **A**uthority | 最終決裁者は誰ですか？ | 25% |
| **N**eed | 解決したい課題は？ | 30% |
| **T**imeline | 導入時期の目標は？ | 20% |

### パイプラインステージ

| Stage | 定義 | 確度 |
|-------|------|------|
| Lead | 問い合わせ | 10% |
| MQL | マーケティング認定 | 20% |
| SQL | 営業認定 | 40% |
| Proposal | 提案中 | 60% |
| Negotiation | 交渉中 | 80% |
| Closed Won | 成約 | 100% |
| Closed Lost | 失注 | 0% |

---

## ⚡ P3: カスタマーサクセス

### ヘルススコア（0-100）

| 指標 | 重み | 計算方法 |
|------|------|---------|
| 利用頻度 | 30% | DAU/MAU |
| 機能活用 | 25% | 使用機能数 |
| サポート履歴 | 20% | チケット傾向 |
| 契約状況 | 15% | 更新/拡張 |
| NPS | 10% | スコア |

### リスク対応

| スコア | リスク | アクション |
|--------|--------|-----------|
| 80-100 | 低 | 拡張提案 |
| 60-79 | 中 | プロアクティブ連絡 |
| 40-59 | 高 | 緊急介入 |
| 0-39 | 危険 | 経営エスカレーション |

### Churn Prevention

```
チャーン兆候:
- ログイン頻度 ↓50%
- 主要機能利用 ↓30%
- サポート問い合わせ ↑
- 請求失敗

対策:
1. 即時アラート
2. CS担当割り当て
3. 原因ヒアリング
4. 改善提案
5. 特別オファー検討
```

---

## 📊 KPI管理

### 営業KPI

| メトリクス | 目標 | 測定 |
|-----------|------|------|
| MQL→SQL転換率 | 30% | 週次 |
| SQL→成約率 | 25% | 月次 |
| 平均商談期間 | 30日 | 月次 |
| ARPU | ¥10,000 | 月次 |

### CS KPI

| メトリクス | 目標 | 測定 |
|-----------|------|------|
| Churn Rate | <5% | 月次 |
| NRR | >110% | 月次 |
| NPS | >40 | 四半期 |
| CSAT | >4.5/5 | 継続 |

---

## ✅ 成功基準

| 成果物 | 基準 |
|--------|------|
| ファネル設計 | 6ステージ |
| プレイブック | BANT含む |
| CRMパイプライン | 7ステージ |
| ヘルススコア | 5指標 |

---

## 🔗 関連Skills

- **Growth Analytics**: 営業データ分析
- **Business Strategy**: 全体戦略
- **Content Marketing**: リード獲得

Overview

This skill designs end-to-end sales funnels, builds a B2B sales playbook using BANT, configures CRM pipelines, and implements customer success and churn prevention processes. It delivers measurable KPI targets and operational steps to increase conversions, reduce churn, and grow customer lifetime value. Use it to set up repeatable sales motion and proactive customer health management.

How this skill works

The skill defines funnel stages, conversion targets, and CRM pipeline stages and maps them to actions and metrics. It embeds a BANT framework for qualifying opportunities and prescribes a customer health scoring model that combines usage, feature adoption, support history, contract status, and NPS. It also includes concrete churn signals, escalation rules, and KPI tracking guidance to operationalize sales and CS workflows.

When to use it

  • Design or overhaul a sales funnel and CRM pipeline
  • Create a B2B sales playbook and qualification process
  • Reduce churn and implement proactive customer success
  • Set KPIs and reporting for sales and CS teams
  • Onboard CRM and automate pipeline stage actions

Best practices

  • Define six funnel stages (Awareness → Loyalty) with conversion rate targets and actions for each stage
  • Use BANT questions to qualify leads and assign weighted scores for budget, authority, need, and timeline
  • Implement a 7-stage CRM pipeline (Lead → Closed Won/Lost) and map probabilities to expected value
  • Build a health score (0–100) using frequency, feature usage, support trends, contract status, and NPS
  • Set alert thresholds and playbooks for mid/high risk scores, with assigned owners and escalation paths
  • Track sales and CS KPIs weekly/monthly and iterate based on conversion rates and churn metrics

Example use cases

  • Startups building their first CRM pipeline and sales playbook to convert leads into ARR
  • SaaS companies implementing customer health scoring to prioritize retention work
  • Revamping enterprise B2B sales qualification to shorten sales cycles and improve win rates
  • Customer success teams creating automated alerts and response flows for churn signals
  • Ops teams defining KPI dashboards and targets for MQL→SQL and NRR

FAQ

What are the core funnel stages recommended?

Six stages: Awareness, Interest, Consideration, Intent, Purchase, and Loyalty, each with defined actions and conversion targets.

How is customer health score calculated?

A weighted 0–100 score using usage frequency (30%), feature adoption (25%), support history (20%), contract status (15%), and NPS (10%), with thresholds for low/medium/high risk.