CRM - Customer Relationship Management
Manage your sales pipeline from lead to close
Overview
CRM is your complete sales management solution following Microsoft Dynamics nomenclature. Track leads through qualification, manage opportunities in a visual pipeline, and convert them to accounts and contacts when deals close.
Key Concepts (Dynamics Nomenclature)
| Entity | Description |
|---|---|
| Lead | Unqualified prospect - someone who might become a customer |
| Opportunity | Qualified lead in the active sales process |
| Account | Company/organization (converted customer) |
| Contact | Person at an Account |
| Activity | Tasks, calls, emails linked to any entity |
Entity Flow
Lead ──(qualify)──► Opportunity ──(convert)──► Account + Contact
Features
Pipeline View (Kanban)
The default view shows your sales pipeline as a Kanban board with drag-and-drop functionality:
| Stage | Description |
|---|---|
| Lead | New unqualified prospects |
| Qualified | Leads that meet your criteria |
| Proposal | Opportunities with sent proposals |
| Negotiation | Active deal discussions |
| Won | Successfully closed deals |
| Lost | Deals that didn’t close |
Drag cards between columns to update opportunity stages instantly.
Leads Management
Track and qualify incoming prospects:
- Name - Contact name
- Company - Organization name
- Email - Primary contact email
- Phone - Contact phone number
- Source - Where the lead came from (web, referral, event, etc.)
- Status - New, Contacted, Qualified
Opportunities
Manage active sales deals:
- Opportunity Name - Deal identifier
- Account - Associated company
- Value - Expected deal amount
- Stage - Current pipeline position
- Probability - Win likelihood percentage
- Expected Close - Target close date
- Owner - Sales representative
Accounts
Company records for your customers:
- Account Name - Company name
- Industry - Business sector
- Phone - Main phone number
- City - Location
- Annual Revenue - Company size indicator
- Contacts - Number of associated contacts
Contacts
People at your customer accounts:
- Name - Full name
- Account - Associated company
- Title - Job title/role
- Email - Contact email
- Phone - Direct phone
Pipeline Summary Metrics
Real-time dashboard showing:
| Metric | Description |
|---|---|
| Total Pipeline Value | Sum of all active opportunity values |
| Conversion Rate | Percentage of leads that convert to wins |
| Avg Deal Size | Average value of won opportunities |
| Won This Month | Total value closed this month |
Navigation Tabs
| Tab | View |
|---|---|
| Pipeline | Kanban board of opportunities |
| Leads | Table of all leads |
| Opportunities | Table of all opportunities |
| Accounts | Table of all accounts |
| Contacts | Table of all contacts |
API Endpoints
| Endpoint | Method | Description |
|---|---|---|
/api/crm/leads | GET | List leads with filters |
/api/crm/leads | POST | Create new lead |
/api/crm/leads/:id | GET | Get lead details |
/api/crm/leads/:id | PUT | Update lead |
/api/crm/leads/:id/qualify | POST | Qualify lead to opportunity |
/api/crm/opportunities | GET | List opportunities |
/api/crm/opportunities | POST | Create opportunity |
/api/crm/opportunity/:id/stage | POST | Update opportunity stage |
/api/crm/accounts | GET | List accounts |
/api/crm/accounts | POST | Create account |
/api/crm/contacts | GET | List contacts |
/api/crm/contacts | POST | Create contact |
/api/crm/pipeline | GET | Get pipeline data by stage |
/api/crm/count | GET | Get counts by stage |
/api/crm/stats/* | GET | Get various statistics |
/api/crm/search | GET | Search across all CRM entities |
@ Mentions in Chat
Reference CRM entities directly in chat conversations:
| Mention | Example |
|---|---|
@lead: | @lead:John Smith |
@opportunity: | @opportunity:Enterprise Deal |
@account: | @account:Acme Corp |
@contact: | @contact:Jane Doe |
Hover over a mention to see entity details. Click to navigate to the record.
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
N | New lead (when in CRM) |
Escape | Close modal |
/ | Focus search |
Filtering Options
Leads Filter
- All Leads
- New
- Contacted
- Qualified
Best Practices
Lead Management
- Respond quickly - Follow up on new leads within 24 hours
- Qualify early - Move quality leads to Opportunities promptly
- Track source - Know where your best leads come from
Pipeline Health
- Update stages daily - Keep pipeline accurate
- Set realistic close dates - Update Expected Close as needed
- Review weekly - Identify stuck opportunities
Data Quality
- Complete profiles - Fill in all available information
- Link contacts to accounts - Maintain relationships
- Log activities - Track all customer interactions