CRM overview

CRM (Customer Relationship Management) is a class of software which provides structure and coherency in the management of business contacts and potential contacts.

So how to start using CRM in Bitrix24?

CRM settings

As every company is different, you need to configure Bitrix24 CRM first, so that your company could use its full potential.

Click CRM > Settings.

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Adding leads

A lead is a CRM object containing information (telephone number, email, website) of a person or company who has the potential to become a customer – that is, to complete a deal. A lead is the beginning of the process; thus the information contained in the lead may come from a business card collected at a conference, the company website, or a phone call coming in to the sales department.

Read more about leads in the article - How to work with leads.

There are several ways to add leads:

  • Add them manually
  • Import leads
  • Use CRM webforms and website widget
  • Incoming emails and calls

Every lead is a potential client, so it's essential to work with them effectively.

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Processing leads

The main goal of processing leads is to convert it to contact, company or deal (if to speak about sales). It can be achieved using different means of communication - meetings, call and emails. All the communication history is saved in CRM.

Click Complete lead button and select one of the options.

Lead handling process is finished, and it's time to start working with new CRM elements connected with this lead.

How are these elements connected?

This picture shows that all these elements have something common - activities, calls, meetings and emails.


Activities combine all actions on elements, that is, calls, tasks, meetings, emails, etc. are all grouped together as Activities.

Click CRM > More > Activities to view your current activities.

Also, you can see counters in other CRM sections. These counters are made to remind you about activities that need your attention.

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You can view client interaction history in CRM > History section.

Every CRM element (lead, contact, company, deal) has a form, where you can view information, communication history and planned activities.

Here you can also add comments or plan new activities.

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A Deal is a CRM element containing the interaction with a Contact or Company pertaining to a possible transaction. A Contact or Company may have any number of associated Deals.

When creating a new deal, you can add products to this deal. Open Products section > click Add new product or Select product from the catalog.

When you close a deal, you need to select the result for its closure.

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