Overview

CRM Module Overview

The concorbit CRM module is your central hub for managing relationships with contacts, companies, and deals. It provides a complete pipeline management system, appointment scheduling, contact segmentation, lead scoring, and analytics, everything you need to track prospects from first touch through to closed revenue.

The CRM module is available on the concorbit plan and above.

Key Concepts

Contacts

Contacts are individual people you do business with. Each contact has profile fields (name, email, phone, address), a lifecycle stage, a lead score, tags, and an activity timeline. Contacts can be linked to a company and associated with one or more deals.

Companies

Companies represent organisations. A company can have multiple contacts linked to it, along with its own deals, invoices, files, and vault secrets. Company records track details like industry, size, domain, and address.

Deals

A deal represents a potential sale or revenue opportunity. Deals live inside a pipeline, move through stages (e.g. Lead, Qualified, Proposal, Won, Lost), and track value, expected close date, and owner. You can view deals on a drag-and-drop kanban board or in a filterable list view.

Pipelines

A pipeline is a sequence of stages that deals move through. concorbit supports multiple pipelines (e.g. "Sales", "Partnerships", "Upsell"), each with fully customisable stages, colours, and win probabilities. One pipeline is marked as the default.

Segments

Segments are saved, dynamic filters that automatically group contacts based on rules you define. For example, "all qualified leads in London with a score above 50". Segments update in real time as contact data changes.

Lead Scoring

Lead scoring assigns numeric points (0, 100) to contacts based on rules you configure. Rules evaluate properties like "has email", "lifecycle stage is qualified", or "days inactive > 30". Higher scores indicate hotter leads.

Appointments

The built-in calendar lets you schedule appointments, define bookable appointment types, and share public booking links so prospects can self-schedule.

Activity Timeline

Every contact and deal has an activity timeline that logs notes, calls, meetings, emails, and tasks. This gives your team a shared history of every interaction.

How the Pieces Fit Together

Contacts ──┬── belong to ──> Companies
            │
            ├── associated with ──> Deals (in Pipelines)
            │
            ├── tagged with ──> Tags
            │
            ├── matched by ──> Segments
            │
            ├── scored by ──> Lead Scoring Rules
            │
            └── scheduled via ──> Appointments (Calendar)

A contact can belong to one company.
A deal can be linked to one contact and/or one company, and is assigned to a pipeline stage.
Tags can be applied to contacts, companies, and deals.
Segments dynamically group contacts based on filter rules.
Lead scoring rules automatically calculate each contact's score.
Appointments are scheduled on the calendar and can be linked to contacts.

Getting Started with CRM

Step 1: Create Your First Contact

Navigate to CRM > Contacts and click New Contact. Fill in the contact's name, email, and any other details you have. Set their lifecycle stage to "Lead" to start.

Step 2: Set Up a Company (Optional)

If the contact works for an organisation, go to CRM > Companies and create a company record. You can also create a company inline while adding a contact, click the + New button next to the Company dropdown on the contact form.

Step 3: Configure Your Pipeline

Go to CRM > Deals, then click the gear icon to open Pipeline Settings. The default pipeline comes with stages like Lead, Qualified, Proposal, Won, and Lost. Customise these to match your sales process, or create additional pipelines for different workflows.

Step 4: Create a Deal

Click New Deal from the deals page. Give it a title, set the value, choose a pipeline and stage, and link it to a contact or company. Assign an owner from your team.

Step 5: Organise with Tags

Go to CRM > Tags to create tags like "VIP", "Partner", "Inbound", or "Event Lead". Apply tags to contacts from the contact list using bulk actions, or from individual contact records.

Step 6: Set Up Lead Scoring

Navigate to CRM > Lead Scoring and create rules. For example:

"Has email" = +10 points
"Lifecycle stage is qualified" = +20 points
"Has company" = +5 points

Click Recalculate All to apply scores to existing contacts.

Step 7: Build Segments

Go to CRM > Segments and click New Segment. Define rules like "lifecycle stage is qualified AND lead score > 50". Use the Preview button to see matching contacts before saving.

Step 8: Schedule Appointments

Set up appointment types in CRM > Calendar > Types (e.g. "Discovery Call, 30 min"). Share the public booking link with prospects so they can self-schedule.

Step 9: Review Analytics

Visit CRM > Analytics to see won revenue, open pipeline value, conversion funnel, win/loss ratio, and top performers. Use the date range picker to focus on specific periods.

All CRM features are accessible from the main sidebar under the CRM section:

Contacts: contact list with search, filters, bulk actions, import/export
Companies: company list with search and sorting
Deals: kanban board and list view for pipeline management
Calendar: month and week calendar views with appointment scheduling
Tags: tag management page
Segments: saved dynamic contact filters
Lead Scoring: scoring rule configuration
Analytics: CRM dashboard with charts and metrics

Keyboard Shortcuts

On the Contacts and Deals pages, press N to quickly navigate to the "New Contact" or "New Deal" form.

Permissions and Access

The CRM module is accessible to all users within your concorbit tenant. The following permission considerations apply:

All team members can view and manage contacts, companies, deals, tags, and segments.
Deal ownership determines who is responsible for a deal, but does not restrict visibility. Any team member can view any deal.
Portal access for contacts is managed per-contact from the contact detail page. Enabling portal access allows the contact to log into the client portal.
Pipeline settings (creating, editing, and deleting pipelines) are available to all team members. Consider establishing team conventions about who manages pipeline configuration.
Lead scoring recalculation affects all contacts and should be coordinated if multiple team members manage scoring rules.

Data Model and Limits

A contact belongs to at most one company.
A deal belongs to exactly one pipeline and one stage within that pipeline.
A deal can be linked to one contact and one company (independently).
Tags are shared across the entire tenant, all team members see and use the same tag set.
Segments are tenant-wide saved filters. Any team member can create, edit, or delete segments.
Lead scores are recalculated when the "Recalculate All" action is triggered. Scores are not recalculated automatically on every contact change.
Appointment types generate unique public booking URLs. Anyone with the URL can book an appointment, no authentication is required.

Frequently Asked Questions

Can I customise the lifecycle stages?

The lifecycle stages (Lead, Qualified, Opportunity, Customer, Evangelist, Other) are built-in and cannot be renamed or removed. They provide a consistent framework across the CRM. If you need more granular categorisation, use tags or custom fields.

Can I have more than one pipeline?

Yes. You can create as many pipelines as you need. Each pipeline has its own set of stages. Use the pipeline switcher on the Deals page to move between them.

What happens to deals when I delete a pipeline?

Deleting a pipeline removes the pipeline and its stages. Deals within the pipeline may become orphaned. It is best to move or close all deals before deleting a pipeline.

Can contacts have multiple companies?

No. A contact can be linked to at most one company. If a contact works with multiple organisations, choose the primary one and note the others in the contact's notes or custom fields.

How do public booking links work with custom domains?

Booking links use the URL format /book/{tenant-slug}/{type-slug}. If your concorbit tenant uses a custom domain, the booking link will use that domain automatically.

Is CRM data included in the client portal?

The client portal shows invoices, files, messages, subscriptions, and payment methods. CRM data (deals, pipeline, lead scores, segments) is internal-only and is not visible to portal users.