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How should a customer move through the CRM?

A practical, plain-language guide to the shortest route, the right screen, and what to know before continuing.

From guide to action

Open the CRM

This opens the relevant work screen. You may be asked to sign in; no change is saved automatically.

One customer story, without duplicate records

The CRM (/admin/leads) separates people, organizations, and deals while keeping them connected:

  • Contact — the person you communicate with
  • Company — the customer organization the person belongs to
  • Lead / deal — a specific sales opportunity, with an owner, stage, value, and next action
  • Proposal — a commercial offer linked to the existing customer or deal

Recommended customer flow

  1. 1Open or create the contact and company
  2. 2Create the deal and assign one accountable owner
  3. 3Set the next follow-up date and keep notes in the same customer timeline
  4. 4Create a proposal from the existing customer or deal
  5. 5When work is required, create a linked task and schedule it in the business calendar
  6. 6Store a repeatable procedure in organizational knowledge and link it to the customer or task
Tip: Use Only mine when you need personal focus. It filters by the signed-in user, not by a manually typed email address.

You can simply ask Up

Up answers using this guide, suggests the next step, and leads to the relevant screen.