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CRM overview

CRM (Customer Relationship Management) is a class of software that helps you manage business contacts and potential clients efficiently.

In this article, we'll show you how to start using CRM in Bitrix24.

Set up your CRM

Configure Bitrix24 CRM to suit your company's needs. Click CRM > More > Settings and select a section from the drop-down list.

CRM settings: Access general settings for CRM.

Learn more about:

My company details: Add your company details for documents, correspondence, and billing.
Add company details

Access permissions: Control employee access to CRM entities, products, and warehouses.
Access permissions in CRM
Access permissions to Product catalog and Inventory management

CRM Payment: Enable a special tool to accept payment in the deal form.
Accept payment in the deal form

Add leads

A lead is a CRM object containing information (phone number, email, website) about a potential customer. You may get this information from a business card collected at a conference, a company website, or a phone call coming to the sales department.

Leads can be added manually, imported, or collected via CRM forms, website widgets, emails, and calls.
Leads overview

Leads are available in Classic CRM mode only.
CRM modes

Process leads

Convert leads into contacts, companies, or deals. You can use different means of communication, like meetings, calls, and emails. All the communication history is saved in CRM.

Click Complete lead and select an option to finish processing.

Then start working with new CRM entities connected to the lead.

Plan activities

Activities combine all actions on CRM entities, such as calls, tasks, meetings, emails, etc.

Click CRM > More > My activities to view your current activities.
My activities in CRM

Also, you can use counters in CRM sections to remind you of pending activities.
Counters in CRM

View history

View client interaction history under CRM > More > History.
CRM History

Every CRM entity has a timeline on the right to view information, communication history, and planned activities. Here, you can also add comments or plan new activities.

Work deals

A deal is a CRM entity containing the interaction with a contact or company on a potential transaction. A contact or company may have multiple associated deals.

When creating a new deal, add products to it in the Products tab. Add a new product or select one from the catalog.
Add products to deal, lead or estimate form

Select the result when closing a deal.

Build reports

Analyzing sales is an important part of growing your business.

Develop a sales funnel under CRM > Analytics > Sales funnel to assess your company's performance. The chart shows the number of deals in each stage.

Use other CRM Analytics reports for key indicators and detailed statistics.

Read more about Sales Funnel and Deal reports.
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