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CRM overview

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

So how to start using CRM in Bitrix24?


Set up your CRM

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

Click CRM > More > Settings. From the drop-down list, select a section:


Add leads

A lead is a CRM object containing information (phone number, email, website) about a person or company that has the potential to become a customer. 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 to the sales department.

There are several ways to add leads:

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

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

Read more about leads in the article - Work with lead in CRM.

Process leads

The main goal of processing a lead is to convert it into a contact, company, or deal. It can be achieved using different means of communication: meetings, calls, and emails. All the communication history is saved in CRM.

Click Complete lead and select one of the options.

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

The picture below shows that all these entities have something in common: activities, calls, meetings, and emails.


Plan activities

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

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.

Find more information about activities and activity counters in CRM.

View history

You can view client interaction history under CRM > More > History.

Every CRM entity (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.

Read more about it in the article - CRM History.

Work deals

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

When creating a new deal, you can add products to it in a special tab. Open Products > click Add new product or Select product from the catalog.

Read more in the article - Add products to deal, lead or estimate form.

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


Build reports

Analyzing sales is an important part of growing your business.

Develop a sales funnel to assess your company's performance. Go to CRM > Analytics > Sales funnel.

The chart shows the number of deals in each stage.

For a deeper analysis, go to CRM > Analytics > Reports.

In this section, you can find the reports for all the key indicators and detailed statistics.

Read more about Sales Funnel and Deal reports.
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