CRM

1 How the CRM fits together The five lists, what each one is for, and how a record moves from one to the next. 2 Add a lead Creating an enquiry by hand, what each field is for, and what to fill in when you are… 3 The colours and icons on a list Red, amber and grey; the telephone, the calendar and the pin. What every mark on a row is… 4 Owners, assignees and who can see what Giving a lead to somebody, adding other people to it, and how roles decide whose records you can… 5 Log a call, a note or a meeting Writing down what was said, and promising the next one so it shows on the list. 6 Send an email from a record Emailing from your own address so the reply comes back to you, and seeing whether it was opened. 7 Plan and log a visit Going to see somebody, and writing it up at the gate with the location captured. 8 When the same person arrives twice How duplicates are caught as they are saved, and what the Similar tab is for. 9 Turn a lead into a customer What conversion creates, which company the customer goes under, what it keeps, and why the lead is not… 10 Deals and the pipeline The board, the stages, what a stage actually means, and running more than one process. 11 Customers, companies and contacts Three records that sound alike, what each is for, and when you need all three. 12 List, board and pivot Three ways of looking at the same records, and when each one is the right one. 13 Columns, filters and saved views Showing the columns you care about, narrowing the list, and saving the combination as a tab. 14 Import leads from a spreadsheet Bringing in what you already have, and checking it before anything is written. 15 Add your own fields Asking for the thing your business actually asks for, in the place it belongs. 16 The CRM dashboard The five figures on the sales dashboard, and building a dashboard of your own. 17 Deleting, and what refuses to delete What happens when you delete a record, and why some deletions are refused. 18 The recycle bin: restore a deleted record Deleted leads, customers, deals, tasks and visits can be restored for 60 days, with what was deleted alongside… 19 The CRM over the API Reading and writing leads, deals and activity from your own code.