This document provides guidance on how to start using a CRM system. It outlines several key steps: 1) Get organized and ensure the CRM system fits your business processes. Make sure all staff buy into using the new processes. Maintain flexibility to support different processes as needed. 2) Catalog your existing customers and leads - how many, what types, and ensure they are registered in the CRM system. Qualify leads as marketing leads or sales leads. Track remarketing efforts for past customers. 3) Establish processes for activities like prospecting, lead qualification, marketing and sales processes. Ensure open activities are always scheduled for leads and prospects. The overall message is to start simple and

1. How to start using a CRM system!
Stein Sektnan
SuperOffice Software Limited

2. Purpose
• To benefit from a CRM system you need to get
organized
• The system needs to fit your business process
• All people in the organization need to buy into
the processes
• You need flexibility to support more than one
process when there is a business need for it

3. Customers and contacts
• How many customers do you have?
―Take ownership of your customers by becoming
“Our contact”
• What type of customers do you have?
―CP1, CP2, CP3 (What does this mean?)
―Re-market Customer
―PP1, PP2, PP3
―How many do you have of each category?

4. Leads….
• A lead is in existence when you have it
registered in SuperOffice (for new PP3)
• A lead could be a marketing lead (not ready to
buy) or a sales lead (active sales process)
• A customer represent a new sales opportunity
• A customer who does not buy for some time is
a remarket customer – you need to do
something special to make them buy again

5. Yellow pages
Exhibition
Web site
Remarket
customers
Customers
Referrals
Network
Lead qualification
Marketing lead
Marketing
process
Sales lead
Sales process
Sales 

6. Who do we have an activity with?
• Sales leads
―Weekly?
―Always the next action as an open activity
• Marketing leads
―Monthly / Quarterly?
―Always the next action as an open activity
• Prospecting
―Daily/Weekly?
―Get new opportunities into your sale pipeline

7. Yellow pages
Exhibition
Web site
Remarket
customers
Customers
Prospecting activity
Referrals
(weekly??)
Network
Lead qualification
Marketing lead
Marketing
process
Check progress
(quarterly??)
Sales lead
Sales process
Sales activity (daily /
Salesweekly??)


8. Sales process (this is an example – will be tailored to each customer)
•
•
•
•
•
•
•
Requirement
Testing
Customer approval
Quote
Customer order
Sales order processing
Backorder processing

9. Some golden rules!!
• What does not exist in SuperOffice has not
happened nor is it planned to happen
• Always an open activity with sales and
marketing leads (next activity)

10. And now…
Just do it – start using the system
Start simple and extend what you are doing as
you grow in confidence