Working with Clients in CRM: Complete Step-by-Step Guide 👥

Working with clients in CRM is like keeping a personal notebook, only smart and automatic. In this section, we will explain in detail how to find clients, add information, set reminders, and work with documents.

Let us go through all the main steps of working with clients in the CRM system.

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🔍 How to Find a Client in the System

Client Search Methods

1. Search by Name

If you know the client name, just start typing it in the search field:

🔍 Enter name: "Ivan"
The system shows:
• Ivan Petrenko +380 67 123 45 67
• Ivanova Anna +380 50 987 65 43
• Ivanchuk Oleh +380 99 111 22 33

2. Search by Phone

This is the most reliable way to find a client:

🔍 Enter phone: "+380 67"
The system finds all clients with this number:
• Petrenko Ivan +380 67 123 45 67
• Sidorov Oleksiy +380 67 555 66 77
• Kovalenko Maria +380 67 888 99 00

3. Search by Email

If you know the client email, the system will find it automatically:

🔍 Enter email: "[email protected]"
The system shows this client card

4. Search by Company

If the client represents a company:

🔍 Enter company: "Startup Poland"
The system finds all clients from this company

5. Advanced Search

For complex cases, use filters:

🔍 Filters:
• Tag: VIP
• Status: Hot
• Department: Sales
• Manager: Olha
• Date: Last 7 days

What to Do If Client Is Not Found

If you are sure the client was in the system:

1. Check spelling — you may have used a different spelling of the name
2. Use phone — this is the most accurate search method
3. Ask colleagues for help — the client may be under another manager
4. Contact support — we will help find the client

If you are sure the client is not in the system:

1. Create a new card — see section "Adding a New Client"
2. Check for duplicates — sometimes a client is recorded multiple times
3. Merge cards — if you find a duplicate

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➕ How to Add a New Client Manually

When to Add Manually

• Client called by phone — need to record information
• Met at an exhibition — exchanged contacts
• Client came from referral — need to enter into the system
• Automatic addition error — need to fix

Step-by-Step Instructions

Step 1: Click "New Client"

📝 Click button: "Add Client" or "+"

Step 2: Fill in Main Data

📋 Main information:
• Name: Ivan Petrenko
• Phone: +380 67 123 45 67
• Email: [email protected]
• Company: Startup Poland (if any)
• Position: Founder (if any)
• Country: Poland
• City: Warsaw

Step 3: Add Tags for Classification

🏷️ Tags:
• 🔥 Hot
• 👑 VIP
• 💼 Business
• 🌍 International
• 🆕 New Client

Step 4: Specify Source of Inquiry

📊 Source:
• Website (if client from website)
• Advertising (if from advertising)
• Referral (if by referral)
• Exhibition (if from meeting)
• Other (specify what)

Step 5: Assign Responsible Manager

👤 Manager:
• Choose responsible from list
• Or specify yourself

Step 6: Save the Card

💾 Click: "Save" or "Add"

Example of Filled Card

📝 Client Card: Ivan Petrenko

👤 Main information:
• Name: Ivan Petrenko
• Phone: +380 67 123 45 67
• Email: [email protected]
• Company: Startup Poland
• Position: Founder
• Country: Poland
• City: Warsaw
• Source: Website

🏷️ Tags:
• 🔥 Hot
• 👑 VIP
• 💼 Business

👤 Responsible: Olha Petrenko (sales manager)

📅 Date added: February 22, 2026

💡 Notes:
"Looking for company registration in Warsaw. Interested in online accounting."

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📝 How to Record a Conversation or Task

When to Record Information

• Client asked an important question — need to remember the answer
• Discussed project details — need to record agreements
• Client asked for something — need to set a task
• Important agreement — need to remember deadlines and conditions

How to Record a Conversation

Step 1: Open Client Card

👆 Click on client name in list
Full card opens

Step 2: Find "History" Section

📄 Section: "Communication History" or "Communications"

Step 3: Click "Add Entry"

➕ Click: "New Entry" or "Add Contact"

Step 4: Fill in Information

📝 Fill fields:
• Date: automatically current date
• Type: Call / Meeting / Email / Message
• Subject: Brief description of conversation
• Details: Conversation details
• Result: What was agreed
• Next Steps: What needs to be done
• Deadline: When to complete

Step 5: Save Entry

💾 Click: "Save"

Example of Conversation Entry

📝 Conversation Entry:

📅 Date: February 22, 2026, 14:30
📞 Type: Call
📝 Subject: Consultation on company registration in Poland
📄 Details:
• Client interested in opening company in Warsaw
• Asking about authorized capital requirements
• Wants to know registration deadlines
• Interested in online accounting

📊 Result:
• Explained registration process (2-3 weeks)
• Indicated authorized capital requirements (5000 zł)
• Told about online accounting
• Offered "Start" package for 1200€

📋 Next Steps:
• Send commercial proposal
• Schedule meeting to discuss details
• Prepare documents

⏰ Deadlines:
• Commercial proposal: tomorrow at 12:00
• Meeting: February 25 at 15:00

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⏰ How to Set a Reminder

Types of Reminders

• Simple reminder — "call client"
• Context reminder — "client asked about company opening"
• Complex reminder — "call client, they are waiting for answer to question"
• Group reminder — "call all clients from VIP segment"

How to Set a Simple Reminder

Step 1: Open Client Card

👆 Click on client name

Step 2: Find "Reminders" Section

🔔 Section: "Reminders" or "Tasks"

Step 3: Click "Add Reminder"

➕ Click: "New Reminder" or "+"

Step 4: Fill in Data

📝 Fill fields:
• Title: "Call client Ivan"
• Description: "Clarify details about company in Poland"
• Date: February 22, 2026
• Time: 16:00
• Type: Call
• Priority: High

Step 5: Save Reminder

💾 Click: "Save"

How to Set a Context Reminder

If something specific was discussed in the conversation:

📝 Context Reminder:

📅 Date: February 22, 2026
🕐 Time: 16:00
📝 Title: "Check domain for client Ivan"
📄 Description: "Client was interested in domain startup-poland.eu"
📊 Context: "Discussed at 14:30 by phone"
🔔 Type: Task
⚡ Priority: Medium

How to Set a Group Reminder

For several clients simultaneously:

📝 Group Reminder:

📅 Date: February 22, 2026
🕐 Time: 10:00
📝 Title: "Call back all VIP clients"
📄 Description: "Offer support services"
👥 Target group: All clients with "VIP" tag
🔔 Type: Group Task
⚡ Priority: High

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📎 How to Attach Document to Client Card

Document Types

• Contracts — standard contract templates
• Commercial Proposals — based on templates
• Invoices and Receipts — payment confirmation
• Technical Documentation — specifications, service descriptions
• Client Documents — passport data, certificates
• Photos and Videos — from presentations, meetings

How to Attach Document

Step 1: Open Client Card

👆 Click on client name

Step 2: Find "Documents" Section

📄 Section: "Documents" or "Files"

Step 3: Click "Add Document"

➕ Click: "Upload File" or "Add Document"

Step 4: Select File

📁 Select file from computer or cloud
• PDF documents
• Word documents
• Excel spreadsheets
• JPG/PNG images
• ZIP archives

Step 5: Fill in Document Information

📝 Fill fields:
• Name: "Company Registration Contract"
• Type: Contract
• Description: "Standard contract for company registration in Poland"
• Date: February 22, 2026
• Important: mark if document is critically important

Step 6: Save Document

💾 Click: "Save" or "Upload"

How to Attach Commercial Proposal

For automatic creation of commercial proposal:

📝 Creating CP:

1. Open client card
2. Click: "Create CP"
3. Select template: "Standard Proposal"
4. Fill in data:
   • Service: Company registration in Poland
   • Price: 1200€
   • Timeline: 2-3 weeks
   • Conditions: 50% prepayment
5. Generate PDF
6. Attach to card
7. Send email to client

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📊 How to View Client Statistics

Statistics Types

• Communication History — all calls, emails, meetings
• Sales Dynamics — deal progress
• Financial Statistics — how much client paid
• Time Metrics — when client is active
• Geographic Data — where client is from

How to View Statistics

Step 1: Open Client Card

👆 Click on client name

Step 2: Find "Statistics" Section

📊 Section: "Statistics" or "Analytics"

Step 3: Choose Statistics Type

📈 Available types:
• Communication History
• Financial Statistics
• Time Activity
• Geographic Data
• Client Preferences

Step 4: View Data

📊 Statistics Example:

Communication History:
• Total communications: 12
• Last communication: 2 days ago
• Communication types: 8 calls, 4 emails

Financial Statistics:
• Total paid: 4800€
• Current deal: 1200€
• Average check: 960€

Time Activity:
• Active on weekdays
• Active time: 10:00-16:00

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⚠️ What to Remember When Working with Clients

1. Regularly Update Information

• Check contacts — phone, email, address
• Update tags — client status changes
• Record all agreements — even small details
• Monitor history — to avoid repeating questions

2. Use Templates

• Standard responses — for frequent questions
• Document templates — contracts, CPs
• Sales scripts — for different client types
• Reminder templates — typical tasks

3. Control Deadlines

• Check reminders — every day
• Set realistic deadlines — to avoid breaking promises
• Use priorities — highlight urgent tasks
• Plan ahead — do not leave everything to the last day

4. Work as a Team

• Share information — colleagues should know about clients
• Coordinate actions — if multiple managers work
• Use comments — for important information
• Exchange experience — learn from each other

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💡 Tips for Effective Work

1. Use Keyboard Shortcuts

• Ctrl+F — search client
• Ctrl+N — new client
• Ctrl+S — save
• Ctrl+R — add conversation entry

2. Regularly Clean Database

• Delete duplicates — to avoid identical clients
• Archive inactive — to not clutter database
• Merge cards — if client recorded multiple times

3. Use Analytics

• View statistics — understand what works
• Analyze trends — which services are popular
• Compare managers — learn from the best
• Plan sales — based on data

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What Next?

Now that you know how to work with clients, let us understand the sales funnel and deals.

• 👉 Deals and Sales Funnel
• 👉 Your CRM Options
• 👉 What is CRM
• 📞 Get Help with Working in CRM