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?

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.

Recommended articles:

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 into the sales department.

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

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.

Recommended articles:

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 entities connected with this lead.

How are these entities connected?

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


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

Recommended articles:


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

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.

Recommended articles:


A Deal is a CRM entity 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.

Recommended articles:

Sales Funnel and CRM reports

Analyzing sales is an important part of growing your business.

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

The chart shows the number of deals in each stage.

For a deeper analysis, go to CRM Analytics section > My reports.

There you can find the reports for all the key indicators and detailed statistics.

Recommended articles:
Was this information helpful?
Integration specialist assistance
That's not what I'm looking for
Complicated and incomprehensible text
The information is outdated
It's too short. I need more information
I don't like the way this tool works
Go to Bitrix24
Don't have an account? Create for free