Small Business Management – CRM Pro User Guide

Product: Small Business CRM Pro / Small Business Management – CRM Pro
Version covered: 1.2.6

This guide explains the Pro sales workspace, workflow tools, AI email block builder, communication centre, segments, scoring and reporting.

Sales Desk

Use Sales Desk as the team’s daily operating screen. It should show active work, priority opportunities, follow-ups and communication context. Salespeople work assigned records; Sales Managers review all records.

Pipelines and stages

Stages should describe the real sales process. Move a deal only when the customer has actually progressed.

Example stage	Meaning
New	Lead captured or imported.
Qualified	Need, budget or timing has been confirmed.
Proposal / Quote	Quote or proposal has been sent or requested.
Won	Customer accepted or purchased.
Lost	Opportunity closed without purchase; record reason.

Segments and lead scoring

Segments group records dynamically; scoring helps prioritise attention. Scores are guidance, not a substitute for reviewing customer context.

• Use segments for targeted follow-up.
• Review high-score contacts daily.
• Do not use scoring rules that punish legitimate customers.
• Keep segment names clear for sales and marketing users.

Workflow automation

Authorised managers can create rules such as “form submitted → create task” or “deal stage changed → send approved follow-up.” Salespeople should not configure these rules.

AI email block builder and communication

Use AI-generated content as a starting point, then review tone, accuracy, consent and unsubscribe handling before use. Approved templates should be used consistently across the sales team.

Reports

Review pipeline value, stage movement, salesperson activity, source conversion and follow-up compliance. Reports are most useful when sales users keep next actions and deal stages current.