Glossary

CRM

Also called: Customer relationship management

A system that keeps a record of every customer and lead, with their contact details, conversations and stage in the sales process.

A CRM can be a dedicated tool such as HubSpot, a job-management app such as Jobber that includes customer records, or a well-kept spreadsheet for a small business.

Automations work best when every lead ends up in one CRM, because follow-ups, reminders and reports all read from it.