Trace one customer journey
Follow an inquiry from its first arrival to qualification, follow-up, and the next business action. Note which person owns each step and where information is currently lost or repeated.
Identify the information that matters
Decide which fields are necessary, which records belong together, and how your team will find them. Avoid collecting information simply because a field could be added.
Make roles and responsibilities explicit
Define who can view, edit, assign, or export records. Discuss approval flows, activity history, and access changes when someone joins or leaves your team.
Agree on integrations and handover
List the tools the CRM needs to connect with and how errors should be handled. Include data migration, backup responsibilities, documentation, and staff guidance in the project scope.