Start with the journey, not the tools.
A customer might discover your business through an ad, enquire on your website and speak to your team over email. Each handoff is an opportunity to lose context. Map this journey before choosing software.
Choose one source of truth.
Decide where customer records should live. Define the fields, ownership and access rules, then connect your website forms and communication workflows to that system.
Build in manageable phases.
Begin with the handoff that creates the most friction. Define what success means, implement it, review the outcome and then extend the workflow.
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