Give every customer conversation a clear next step.

Capture the enquiry

Record the customer’s name, the contact details they provided, the need discussed and the date of the conversation. Keep notes factual and relevant to serving the customer.

Agree on a specific next step

Replace “interested” with a clear commitment such as “Send the revised quotation on Tuesday”. Agree the next step with the customer, then record who will do it and when.

Give one person responsibility

Choose one owner for the next action. If a colleague takes over, update the shared record so two people do not contact the customer with conflicting information.

Use stages that describe real decisions

A simple pipeline might use New enquiry, Needs confirmed, Proposal sent and Decision pending. These are example stages, not a required AkuCRM configuration. Move an opportunity when the conversation changes, rather than when someone feels more optimistic.

Review open opportunities each working day

Look for promises due today, overdue actions and opportunities without a next step. Prioritise commitments made to customers, and respect their communication preferences.

• Check what was promised and the agreed date.
• Confirm the responsible person.
• Prepare the context before calling or writing.
• Record the outcome and next action afterwards.

Copy this follow-up checklist

Use these fields as a working checklist in your chosen record system. This is an operating routine, not a claim that software automatically completes the work.

• Customer and need discussed
• Last conversation date and current stage
• Agreed next action and responsible person
• Action date and outcome
• Customer contact preference

Example: follow up on a quotation

A fictional maintenance business agrees to follow up on Thursday after sending a quotation. Thursday’s conversation checks whether the scope answers the customer’s needs. If a revision is requested, the next action becomes “Send revised scope and price”, with a new owner and date. Avoid sending a generic sales message that ignores the earlier discussion.

Close the loop and keep the record useful

If the customer declines, record a short factual reason when offered. If a sale is agreed, record what the business promised to deliver. Keep the opportunity’s status current so colleagues know what work remains.

Use AkuCRM for the shared context

AkuCRM’s contact records and sales pipelines help a team keep customer details together and organise opportunities by stage. Start with that shared context, then confirm the task, reminder and communication workflows relevant to your plan in a demo. Message delivery and AI costs are separate from the workspace subscription.