1. Capture
A visitor fills in a web form, calls in or is added after an event. The CRM creates a lead with its source, and a workflow assigns it to the right person.
2. Qualify and convert
The salesperson calls and emails, logging each activity. Once the lead is a real opportunity, it is converted into a contact, an organisation and a deal in one step.
3. Work the deal
The deal moves through stages such as discovery, proposal and negotiation. Each stage carries a probability, so the forecast updates as deals progress. Quotes are created from the product catalogue.
4. Win and deliver
When the deal closes, the quote becomes a sales order and invoice. If delivery involves a project, tasks and milestones are tracked against the same customer.
5. Support and grow
Support requests arrive as tickets linked to the customer, with their purchase history visible. Campaigns target existing customers for renewals and new products, and the cycle starts again.
Behind the scenes
Throughout, reports and dashboards turn this activity into pipeline, revenue and service metrics, and permissions make sure each person sees what they need and nothing more.