WEBVTT

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Where does a website enquiry go after someone sends it?

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A CRM can organise customer information, interactions and the next follow-up task.

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Start with a useful customer process.
6 CRM basics.

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Keep relevant contact records
A record can hold information about a person the business deals with.
Contact record · Relevant details · Recognisable customer

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Connect related information
A CRM can relate contacts, organisations and opportunities.
Related organisation · Customer enquiry · Relevant opportunity

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Record useful interactions
Keep appropriate context about the enquiry and its progress.
Previous conversation · Enquiry context · Current position

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Assign the next action
A useful process says who should do what next.
Named owner · Follow-up task · Agreed next step

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Check the website connection
Confirm the form creates or updates the intended record.
Submitted enquiry · Correct record · Useful confirmation

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Review access and accuracy
Give people appropriate access and keep the information useful.
Suitable access · Accurate information · Maintained process

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Your checklist
Keep relevant contact records · Connect related information · Record useful interactions · Assign the next action · Check the website connection · Review access and accuracy

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Test the enquiry handover and make ownership of the next action clear.
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