I don't understand this about Dynamics CRM.
A customer makes a purchase of a product: a Bike.
After the order is processed and an invoice has been issued and marked off as paid. The Customer then cancels his order, and the bike is sent back to the warehouse.
How do you track this in CRM?
If I did a search in the CRM and looked at the orders placed by this customer; it would show as a successful sale. If this customer habitually did this, let's say purchased 1000 bike units. But cancelled all of them. CRM is still reporting that he is a top customer, when in fact he is a deadbeat.
Surely everyone using CRM is not using it as an XRM platform (I.e building all this in) is this not available out of the box?
In it's basic form: CRM works like this:
Lead > Opportunity > Quote > Order > Invoice [Paid/Unpaid]
How are other people managing this?
