Intro to Customer Relationship Management (CRM): Build a Follow-Up System That Keeps Leads Moving

Why This Session, Now

CRM is more than software. It is a clear process for tracking leads, customer information, ownership and follow-up so opportunities do not get lost across inboxes, spreadsheets or individual team members. In this two-hour introduction, you will map a simple customer journey into a CRM pipeline, decide what to track and define clear next actions. The session is a practical preview rather than a complete CRM implementation, so you leave knowing what to organise first and how the full learning pathway goes deeper.

What You’ll Learn

• What CRM manages across the lead and customer lifecycle, and why process matters before software.
• How to define pipeline stages around meaningful customer progress.
• Which lead, contact and opportunity fields are useful to track.
• How ownership, next actions and follow-up dates prevent missed leads.
• How to prioritise opportunities and keep follow-up consistent.
• How to spot unclear stages, duplicate data, unused fields and missing next actions.

What You’ll Leave With

• A simple CRM pipeline template from new lead through to customer.
• A checklist of essential CRM fields for leads, contacts and opportunities.
  
• A basic ownership, next-action and follow-up workflow.
• A CRM readiness checklist for your current process, data and tools.
• A clear view of how the full CRM course goes deeper into implementation, automation, reporting and lifecycle management.

Who It’s For

Business owners, sales professionals, marketers, customer success teams and operations staff who manage leads or customer relationships and want a practical introduction to CRM.

What to Bring and Preparation

No CRM experience is required. Bring a laptop with internet access. You may also bring an anonymised example of your current lead or customer process; a practice case will be provided.

Event Agenda

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