Purpose: Ensure a smooth setup and implementation of a CRM system.
| Step | Assigned To | Due Date | Completed (?/?) | Notes |
|------------------------------------------|-----------------------|-------------------|---------------------|-------------------------------------|
| Define CRM goals and objectives | [Name/Team] | [Date] | | E.g., Improve lead conversion by 15%. |
| Identify key features required | [Name/Team] | [Date] | | Sales tracking, email integration, etc. |
| Select a CRM platform | [Name/Team] | [Date] | | Compare tools like HubSpot, Salesforce, etc. |
| Integrate existing systems (email, e-commerce) | [IT Team] | [Date] | | Include data migration. |
| Import customer data | [IT/CRM Team] | [Date] | | Verify data accuracy during migration. |
| Train staff on CRM usage | [Trainer/Team Lead] | [Date] | | Conduct sessions for key features. |
| Test CRM workflows (e.g., sales pipeline) | [CRM Team] | [Date] | | Ensure all processes are functional. |
Purpose: Guide new customers through a smooth onboarding process.
| Step | Completed (?/?) | Notes |
|------------------------------------------|---------------------|-------------------------------------|
| Send a welcome email with account setup details | | Include account credentials and resources. |
| Schedule an introductory call or demo | | Use CRM to track appointment status. |
| Share onboarding resources (tutorials, guides) | | Link to FAQs, videos, or PDF manuals. |
| Assign an account manager or point of contact | | Add details to the CRM. |
| Set up the customer’s profile in the CRM | | Include preferences, goals, and key info. |
| Follow up within 7 days to ensure smooth onboarding | | Use email automation or reminders. |
Purpose: Track leads and opportunities as they progress through the sales funnel.
| Stage | Lead Name | Contact Info | Deal Value | Next Step | Status |
|---------------------|---------------------|-------------------------|----------------|-------------------------|------------------|
| 1. Lead Captured | [Lead Name] | [Email/Phone] | $[Value] | Follow up via email | New Lead |
| 2. Qualification | [Lead Name] | [Email/Phone] | $[Value] | Schedule a discovery call | Qualified Lead |
| 3. Proposal Sent | [Lead Name] | [Email/Phone] | $[Value] | Awaiting client feedback | Proposal Sent |
| 4. Negotiation | [Lead Name] | [Email/Phone] | $[Value] | Discuss terms | In Negotiation |
| 5. Closed/Won | [Lead Name] | [Email/Phone] | $[Value] | Onboard the customer | Won/Closed |
Purpose: Monitor and prioritize tasks within the CRM system.
| Task | Assigned To | Due Date | Priority (High/Med/Low) | Status (Open/In Progress/Completed) | Notes |
|-----------------------------------------|-----------------------|-------------------|-----------------------------|-----------------------------------------|-------------------|
| Follow up with [Lead Name] | [Sales Rep Name] | [Date] | High | Open | Send proposal. |
| Update customer profile for [Customer] | [CRM Admin] | [Date] | Medium | In Progress | Add preferences. |
| Review email campaign performance | [Marketing Team] | [Date] | Low | Completed | Analyze click rates. |
Purpose: Collect feedback to improve customer satisfaction and inform CRM strategies.
| Question | Response Options |
|-------------------------------------------|------------------------------------------|
| How satisfied are you with our service? | [Very Satisfied / Satisfied / Neutral / Dissatisfied / Very Dissatisfied] |
| How would you rate the support you received? | [1-5 Stars] |
| Did the product/service meet your expectations? | [Yes / No] |
| What can we improve to serve you better? | [Open-ended response] |
| How likely are you to recommend us? | [0-10 Scale for NPS] |
Purpose: Ensure leads are nurtured effectively within the CRM.
| Step | Completed (?/?) | Notes |
|--------------------------------------------|---------------------|-------------------------------------|
| Capture lead details (name, email, phone) | | Ensure all required fields are filled. |
| Segment leads based on behavior or demographics | | Use tags or categories for easy filtering. |
| Assign leads to the appropriate sales representative | | Balance workloads across the team. |
| Set up automated follow-up emails | | Include reminders and nurturing campaigns. |
| Track lead activity in the CRM (e.g., email opens, website visits) | | Identify high-priority leads. |
| Update lead status as they move through the pipeline | | Keep data current for accurate forecasting. |
Purpose: Monitor key CRM metrics and team performance.
| Metric | Goal | Current Value | Trend (?/?) | Notes/Actions |
|------------------------------|--------------------|---------------------|---------------------|----------------------------------|
| Lead Conversion Rate | 20% | [Insert Value] | [Trend] | Focus on lead nurturing efforts. |
| Average Response Time | < 24 hours | [Insert Value] | [Trend] | Improve response automation. |
| Customer Retention Rate | 90% | [Insert Value] | [Trend] | Identify reasons for churn. |
| Sales Pipeline Value | $[Target Amount] | $[Insert Value] | [Trend] | Increase lead qualification efforts. |
Purpose: Summarize CRM data for leadership and team reviews.
| Date Range: [Insert Start Date] to [Insert End Date] |
| Metric | Value | Notes/Insights |
|-----------------------------|----------------------|--------------------------------------|
| Total New Leads Captured | [Insert Number] | Highlight sources (e.g., website, ads). |
| Deals Closed | [Insert Number] | Include total revenue from deals. |
| Average Deal Value | [Insert Value] | Compare with previous periods. |
| Customer Satisfaction Score | [Insert Score] | Based on surveys or reviews. |
Purpose: Outline automated workflows to improve efficiency and consistency.
| Workflow Name | Trigger | Action | Status |
|------------------------------|----------------------|-----------------------------------------|------------------|
| Welcome Email Campaign | New customer signs up | Send personalized welcome email | Active |
| Lead Follow-Up Reminder | No response after 3 days | Create task for sales rep | Active |
| Upsell Recommendation | Customer purchase history | Send targeted upsell email | Active |
| Cart Abandonment Email | Customer abandons cart | Email with discount offer | Active |
Purpose: Evaluate the effectiveness of the CRM after implementation.
| Evaluation Area | Completed (?/?) | Notes |
|---------------------------------------------|---------------------|-------------------------------------|
| Are all team members using the CRM effectively? | | Check login frequency and usage reports. |
| Are sales and marketing teams aligned in CRM usage? | | Evaluate collaboration on leads. |
| Is customer data accurate and up-to-date? | | Check for duplicates or missing data. |
| Are CRM automations functioning correctly? | | Test workflows and triggers. |
| Is reporting providing actionable insights? | | Assess dashboards and report accuracy. |
| Are KPIs improving (e.g., lead conversion, retention)? | | Compare metrics to pre-CRM benchmarks. |