Glossary

CRM (customer relationship management)

Definition

A CRM is a system that keeps all customers and deals in one place: contacts, requests, conversation history, stages of each deal and tasks for the team.

Example

Every request from the website, WhatsApp and Instagram lands in the CRM as a card, and the manager sees who replied, when and what was agreed.

Common mistakes

Buying a CRM and still keeping half the clients in personal chats and notebooks.
Setting up too many fields and stages, so the team stops filling them in.
Not connecting it to the site and messengers, so requests are typed in by hand.

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