CRM (Customer Relationship Management)
What is CRM? Customer relationship management: a record of every contact with your leads and customers, from the first enquiry to support after the sale.
In plain words
A CRM is the shared memory of your sales team. Without it, the history of a customer sits in one salesperson's phone and leaves with them. With it, anyone can see who asked what, what was quoted and what happens next.
A worked example
A distributor gets an enquiry for 200 units.
| Date | What happens | Where it is recorded |
|---|---|---|
| 3 October | Enquiry arrives by WhatsApp | New lead |
| 5 October | Quotation of ₹2,40,000 sent | Lead, with the quotation |
| 9 October | No reply, so a follow-up is due | Follow-up list |
| 12 October | Order confirmed | Lead won, customer created |
Anyone covering for the salesperson sees the whole trail.
Why it matters
- Cost. Leads do not go cold because nobody was reminded.
- Deadline. Quotations expire, and follow-ups show as overdue instead of being forgotten.
- Risk. A salesperson leaving does not take the customer history with them.
See your own leads and follow-ups in one list.
In Kinnow
How Kinnow handles it
In Sell, the CRM covers leads, overdue follow-ups, a pipeline by stage, a sales forecast and quota attainment, plus a customer health view. The new-lead form uses your industry's own words for buyer types and lead sources.
Agents help but do not act. The Lead Scorer ranks leads, the Follow-up Scheduler suggests when to follow up, and the Quote Writer drafts quotations. Their results are advice, they send nothing, and each agent is validated with each client. Related: WhatsApp sales inbox and everything said and agreed about a customer.
Questions
What is CRM?
Customer relationship management: a record of every contact with your leads and customers, from the first enquiry to support after the sale.
Does Kinnow send follow-ups to my leads by itself?
No. Agents draft follow-ups and suggest when to follow up. A person sends them. Lead scores and churn flags are advice and do not change a record on their own.
Can I bring my existing leads in?
Leads can be uploaded in bulk. Ask us what your current file needs so it loads cleanly.
Show us how your team tracks leads today and we will map it.