CRM: leads, deals and follow-ups
The CRM keeps track of people who might buy, the sales you are working on, and the calls and meetings that move them along, so nothing is forgotten when someone is busy or away.
Leads
A lead is someone who asked about your products but hasn't bought yet: a walk-in, a phone call, a referral, someone from Facebook.
- CRM > Leads > New lead: their name, phone or email, how they found you, what they want and a likely value.
- Choose who follows up. Add the first follow-up on the lead's page, for example Call Jane on Friday to confirm sizes.
- As you talk to them, change the stage: New, Contacted, Qualified.
- When they are ready to buy, choose Convert to customer. MannaBooks makes them a customer (or links an existing one) and can open a deal in the pipeline. The lead's follow-ups move to the customer.
- If it goes nowhere, Mark lost with the reason. Lost leads can be reopened.
The lead page has Call and WhatsApp links for their number.
Deals and the pipeline
A deal is a sale being worked on, with its value, its chance of closing and when you expect it to close. CRM > Pipeline shows open deals in columns by stage:
| Stage | Usual chance |
|---|---|
| Prospect | 10% |
| Qualified | 25% |
| Quote sent | 50% |
| Negotiation | 75% |
Move a deal along from its card, or open it and click a stage. Give a deal its own chance if you know better than the stage's usual one.
The top of the pipeline shows the open pipeline (all open deals), the likely amount (each deal's value times its chance), what was won this month, and the win rate.
Quotations from a deal
On a deal, Make a quotation opens a new quotation for the customer, linked to the deal; the deal moves to Quote sent. You can also Link an existing quotation. When the quotation is converted into an invoice, the deal is marked won automatically.
Mark a deal lost with a reason, such as price or a competitor; the reasons help you see why sales slip away.
Follow-ups
Calls, meetings, emails and tasks are follow-ups; a note is just a record (for example, prefers deliveries on Saturdays).
- Add them from a lead, a deal or a customer, with a due time and who does it (you, if you leave it blank).
- CRM > Follow-ups lists yours, soonest first; overdue ones are marked red. Switch to Everyone's to see the whole team's.
- Tick the circle when it's done.
Who can do what
The Sales role can do everything in the CRM. Accountants can see it. Other roles need the CRM permission added in Roles. Switch the CRM on or off in Settings > Modules.