CRM Function

Purpose: This document defines the internal operational logic of the CRM (Business) 📋 Function. It details the process from lead acquisition to deal closure and handover.

Why This Matters

This 📋 Function transforms the lead management process from a manual, disconnected effort into a streamlined, automated revenue engine. From a strategic standpoint, it provides clear ROI tracking from ad spend to signed contracts. For the sales team, it eliminates guesswork by automating lead assignment, standardizing follow-up procedures, and integrating essential tools like Google Calendar, directly increasing conversion rates and team efficiency.

The Big Picture

Architecturally, this system is designed to capture leads from external webhooks (e.g., landing pages), process them through a structured pipeline using two core 🧊 Objects (🧊 Customer and 🧊︎ Demo), and then seamlessly hand off successful deals to downstream 📋 Functions like Contracts and Site Surveys. It relies on both internal automations for efficiency and external API calls for calendar integration.

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Sneak peek

  🏢 LAIKA (Organization)
  │
  ├── 📂 MARKETING (Area)
  │   └── ⏹️ Marketing Campaigns (Space)
  │
  ├── 📂 SALES (Area)
  │   └── ⏹️ Sales & CRM (Space)  //You are here
  │       └── 📋 Function: CRM
  │           └── 🧊 Customer
  │               └── 🧊︎ Demo (Sub-Object)
  │
  ├── 📂 ACCOUNTING (Area)
  │   └── ⏹️ Contracts & Invoices (Space)
  ├── 📂 DESIGN & CONSTRUCTION (Area)
  │   ├── ⏹️ Project Management (Space)
  │   ├── ⏹️ Design (Space)
  │   └── ⏹️ Interior Construction (Space)
  └── 📂 CUSTOMER SUCCESS (Area)
      └── ⏹️ Customer Success (Space)
   

OBJECT RELATIONSHIPS

Relationship Type	Connection	Description
Parent-Child	🧊 Customer → 🧊︎ Demo	Each 🧊 Customer can have multiple 🧊︎ Demo appointments.
Object Reference	🧊 Customer (Ad Source field) → 🧊 Ad	Connects the lead to the specific ad campaign that generated it, enabling ROI tracking.

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OBJECT TYPES, WORKFLOWS & DATA FIELDS

1. 🧊 Customer (Standard Object)

• Process Description: Manages potential customers from the moment they are captured via a landing page webhook until they are converted into a signed contract. This includes automated assignment and progress tracking through various statuses.
• Example: A potential customer, “Sarah & Michael Westbrook,” is captured from the “Scandinavian Simplicity” ad campaign, which has the ad key MKT-236. Their prospective budget is recorded as $40,000 - $55,000

Workflow Diagram

Customer Workflow

NEW LEAD → 1ST CALL → NEGOTIATION → PROPOSAL → CONTRACT PREP → CLOSED-WON
   ↓          ↓           ↓             ↓              ↓
CLOSED-LOST CLOSED-LOST CLOSED-LOST CLOSED-LOST    CLOSED-LOST

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2. 🧊︎ Demo (Sub-Object)

• Process Description: Manages direct consultation appointments with customers, fully integrated with Google Calendar to synchronize schedules and send invitations to all participants.
• Example: A demo titled “LAIKA x Sarah & Michael - Interior Renovation Demo” is scheduled for June 18th at 2:00 PM, with designer Max and sales rep David attending.

Workflow Diagram

Demo Workflow

┌──────────> POSTPONED ────────┐
│                               ↓
SCHEDULED → IN PROGRESS → COMPLETED
│
└──────────> CANCELLED

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AUTOMATIONS

You can open this canvas view for better readability

Within Function

These rules run entirely within the Sales & CRM Space to enhance sales efficiency and ensure process consistency.

Sequence	ID	Rule Name	Trigger	Action	Description
3	IC-01	Calculate Lead Score	Create/Update: 🧊 Customer	Update: 🧊 Customer	When a new 🧊 Customer is created or key data is updated, a formula runs to update the Lead Score field. For example, Sarah’s lead was automatically given a score of 87.
4	IC-02	Create Initial Follow-up Task	Update: 🧊 Customer assigned	Create: ☑️ Task	When a 🧊 Customer is assigned to a sales rep, a ☑️ Task Sub-Object is automatically created and assigned to them, due within 24 hours. e.g., Assigning a task to David to call Sarah Westbrook.

# How to Schedule a Customer Demo
This guide shows you how to book a new consultation for an existing customer lead, which will also create a Google Calendar event automatically.

## Section 1: Find Your Customer
! Important: Ensure the Customer is in the "CONTACTING" or a later stage before scheduling.

1. Navigate to the main "Kanban Customer Pipeline" Workview.
![Screenshot of the Kanban board with customer cards](path/to/kanban.png)

2. Click on the 🧊 Customer you wish to schedule a demo for.
* This will open the detailed view of the Customer.

## Section 2: Book the Consultation
1. In the 🧊 Customer detail view, click the "..." menu button in the top-right corner.
![Screenshot of the Customer detail view with the menu button highlighted](path/to/customer-detail.png)

2. Select "Book Consultation" from the dropdown menu.
* A pop-up form will appear to enter the demo details.

3. Fill in the required fields: Demo Title, Time, Location, and select an Attending Designer.
![Screenshot of the demo booking pop-up form](path/to/popup.png)

4. Click "Schedule".
* This will create a new `🧊︎ Demo` Sub-Object and send a Google Calendar invitation to all participants.

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WORKVIEWS, DASHBOARDS & FILTERS

Workviews

Workview	Description	Data Configuration
1. Kanban Customer Pipeline	Displays customers as cards in columns representing each stage from NEW LEAD to SUCCESS.	All 🧊 Customer Objects, grouped by status, sorted by received date.
2. Demo Calendar	A monthly calendar view showing all scheduled consultation appointments.	All 🧊︎ Demo Objects with a scheduled time, integrated with Google Calendar.
3. Customer List	A detailed table view of all customers with comprehensive information.	All 🧊 Customer Objects, with filters for sales rep, ad source, and status.

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ROLES, PERMISSIONS & NOTIFICATIONS

Roles

Role	Description	Permissions & Notifications
1. Sales Representative	Manages 🧊 Customer Objects and conducts 🧊︎ Demo consultations.	Permissions: Full control over assigned 🧊 Customer Objects and the ability to create/edit their child 🧊︎ Demo Objects. Notifications: Receives a notification when a new 🧊 Customer is assigned and a reminder 15 minutes before a 🧊︎ Demo.
2. Marketing Manager	Creates campaigns that generate leads for the CRM and monitors their performance.	Permissions: Read-only access to 🧊 Customer Objects to track lead sources and conversion rates. Notifications: Does not receive real-time notifications per lead, but uses the data for campaign performance reports.

What’s Next?

• Marketing Campaigns Function: Understand how leads are generated and tracked before they enter this CRM pipeline.
• Contract & Invoice Function: See the next step in the journey after a customer agrees to a deal.
• Site Survey & Construction Function: Learn how project details are captured and managed post-sale.