CRM Foundation
Leads, Accounts, Contacts, addresses, campaigns, tasks, and customer context
Leads
Use the Leads tab in the Sales app for prospect intake and qualification. Reps should keep activity fields complete when logging calls or follow-ups because the reporting layer tracks lead activity quality, missing next steps, follow-up status, call quality, buying stage, product interest, objection, use case, and risk flags.
Use the custom Convert Lead action from the Lead record when a prospect is ready. The conversion flow is expected to produce the customer Account, Contact, and Opportunity together so the downstream quote and order flow has the right parent records.
Accounts
Accounts are the customer anchor for quotes, orders, invoices, receivables, payment methods, contacts, addresses, lifetime value, quote conversion, order recency, payment recency, credit exposure, and touch priority. Sales users should treat Account data as shared operational context, not only as a contact list.
Important Account surfaces:
| Surface | Purpose |
|---|---|
| Account summary | Customer rollups, revenue, quote, order, invoice, credit, and touch context. |
| Primary billing contact | Contact used for billing and payment communication. |
| Primary shipping contact | Contact used for shipping and fulfillment communication. |
| Payment terms | Terms inherited by orders and invoice/payment workflows. |
| AR health and outstanding receivables | Signals when a customer needs payment follow-up before more selling. |
Contacts
Contacts should be maintained from the Account context when possible. Use the contact section and primary-contact action instead of manually editing disconnected fields. This keeps billing and shipping communications aligned with the Account.
Addresses
Use Address Tracker for bill-to and ship-to details. Address records feed quote counts, quoted value, order counts, order value, shipment count, fulfillment recency, and label behavior. If a delivery company name should use the Account name, set that on the address instead of duplicating values in downstream records.
Campaigns
Campaign reporting tracks leads, members, converted leads, opportunities, revenue per member, win rate, and open pipeline. Campaigns should be connected before conversion when possible so opportunity and revenue reporting stays attributable.
Tasks and Events
Use tasks for call logging, follow-up commitments, and customer handoffs. Reports flag leads without future follow-up, connected calls without next steps, completed calls missing intelligence, and open follow-up tasks by rep. A task with no next step is not enough for a healthy lead.
Tasks are expanded in this project with structured sales fields for call type, disposition, product group, product interest, buying stage, use case, buying signals, license status, monthly order value, samples, quote interest, next step, and follow-up due date. Use the Task and Activity Best Practices guide for the required sales patterns.
Last updated on