Walkthrough 01 / Customer lifecycle

First conversation.
Paid order.
One connected story.

Follow a fictional equipment supplier as an inquiry becomes a quote, an order and an ongoing customer relationship.

CRM + CommerceHuman decisions + connected recordsIllustrative scenario · No live transactions

CRM / NEW OPPORTUNITY

Capture the inquiry

A prospective customer asks about an equipment package. Capture the contact and the source so the inquiry becomes a record your team can work.

EXAMPLE RECORD01 / 06

Northline Workshop

RecordLead · illustrative

SourceWebsite inquiry

InterestEquipment package

Next actionAssign a representative

Who does what: Your team captures or reviews the inquiry. The lead record holds the starting context.

THE EXCEPTIONS MATTER

Real work doesn’t
always go in a straight line.

A payment is declined.

The operator resolves the payment issue using the configured checkout. A failed charge is not proof of a completed payment or fulfillment. Keep the customer’s order context intact while addressing the failure.

Payment succeeds. Fulfillment waits.

Payment and fulfillment are different states. The order can need delivery follow-up after a successful charge. Resolve the remaining fulfillment work rather than treating it as a reason to charge again.

Read the payment and fulfillment concept ↗

Build the customer context

Assign responsibility, review the conversation and establish what the customer needs. When preparing a sale, select or create the appropriate commerce account.

The representative qualifies the opportunity and selects the account. This example does not imply an automatic lead-to-account conversion.

Shape the quote

Add products and agree the line prices for this offer. The quote captures what is proposed to this customer without changing every other customer’s catalog.

The operator chooses the account, products and quoted prices. The commerce record holds the offer.

Finalize the order

When the offer is ready, finalize the quote. It becomes the order using the same BasketID—not a disconnected replacement document.

The operator finalizes the agreed quote. Current invoice pages are presentations over basket-backed commerce history.

Complete payment

Use the configured checkout and payment method. Record the result separately from the remaining fulfillment work.

Configured payment processing handles the transaction. This design example performs no payment calls.

Keep the relationship moving

Track fulfillment, keep customer context available and schedule the next conversation. The sale is an event inside a relationship—not the end of the record.

The team follows up on delivery and the relationship. Business-specific automations can be configured around this work.

INSIDE THE SOFTWARE

Follow the records.
Understand the work.

Go from the complete business picture to source-backed examples and the instructions behind each step.

01 / NEGOTIATED COMMERCE

First conversation.
Paid order.
One connected story.

Capture the inquiry

Northline Workshop

Real work doesn’t
always go in a straight line.

A payment is declined.

Payment succeeds. Fulfillment waits.

Follow the records.
Understand the work.

A customer, a quote, a fulfilled order.

A conversation becomes useful context.

A new rule becomes part of the system.

A different purchase, the same foundation.

First conversation.Paid order.One connected story.

Capture the inquiry

Northline Workshop

Real work doesn’talways go in a straight line.

A payment is declined.

Payment succeeds. Fulfillment waits.

Follow the records.Understand the work.

A customer, a quote, a fulfilled order.

A conversation becomes useful context.

A new rule becomes part of the system.

A different purchase, the same foundation.

First conversation.
Paid order.
One connected story.

Real work doesn’t
always go in a straight line.

Follow the records.
Understand the work.