CRM workflow

Pipeline

Leads and opportunities share a reviewed twelve-stage vocabulary:

1. New Lead
2. Contacted
3. Needs Audit
4. Audit Scheduled
5. Audit Completed
6. Quote Drafting
7. Quote Sent
8. Follow-up Required
9. Negotiation
10. Won
11. Lost
12. On Hold

Won, Lost, and On Hold set a close timestamp; moving a record back to an active stage clears it. Lost opportunities require a lost reason. Stage names only describe CRM status: Sprint 3 does not size audits or generate quotes.

Working pattern

1. Create or select a company and contact.
2. Create a lead, optionally assign an active user, and record the next action/date.
3. Create an opportunity when commercial work becomes concrete; it may reference the originating lead.
4. Move the lead or opportunity through the pipeline as facts change.
5. Add dated follow-ups against any relevant CRM record and mark them complete when done.
6. Review the overview cards for pipeline and follow-up exceptions.

All changes are recorded in both the CRM timeline and the cross-system activity log.