Small Business Management – CRM Free User Guide

Product: Small Business CRM / Small Business Management – CRM
Version covered: 1.0.19

This guide explains daily CRM use for contacts, companies, deals, tasks, follow-ups, Customer 360, basic forms and customer activity.

Dashboard and daily routine

1. Review overdue tasks and today’s follow-ups.
2. Open newly assigned contacts or deals.
3. Update the next action on every active opportunity.
4. Record meaningful calls, notes and meetings.
5. Keep contactability and consent details accurate.

Contacts and companies

Create one contact per person and one company per organisation. Use the company record to group decision-makers, accounts contacts and service contacts.

• Use a valid email address where possible.
• Select the correct customer type and source.
• Keep phone numbers and company names consistent.
• Do not create a duplicate if a contact already exists.

Deals and tasks

Deals track opportunities; tasks track the work needed to move them forward. A deal should always have a clear stage, value where known, owner and next step.

Moment	What to update
Deal created	Add value, expected close date and stage.
Customer contacted	Record communication and update next action.
Quote requested	Create a task or use Accounting/quote workflow where installed.
Won or lost	Close the deal and record the reason or outcome.

Customer 360

Use Customer 360 as the consolidated customer view. It should show the customer record, related deals, tasks, notes, forms, Accounting context, Bulk Email activity, Transactional Email history and future Service Desk history as connected modules are installed.

CRM lead forms

CRM lead forms are for simple lead capture. Managers configure the form; salespeople should use the resulting contacts and tasks rather than changing form settings.

• Lead Enquiry captures general enquiries.
• Newsletter Signup adds list/tag context for marketing.
• Call-back Request creates contact context for follow-up.
• Quote Interest starts a sales conversation.

Lists, tags and contactability

Lists group reusable audiences; tags add flexible context. Contactability fields protect customers from receiving the wrong communication.

• Do not email people marked Do Not Contact.
• Respect unsubscribed, bounced and pending-consent statuses.
• Use lists for stable groups and tags for flexible labels.
• Keep tag naming consistent.

Good practice

• Update records immediately after calls or meetings.
• Do not store sensitive notes unless there is a clear business reason.
• Close completed tasks.
• Keep the next step visible.
• Escalate access issues to a Sales Manager or CRM Admin.