CRM Manager / Account Manager
Typical role assignments:
- Account Manager —
staff,account_manager,crm_supervisor- CRM Manager —
staff,crm_manager- CRM Worker —
staff,crm_worker
The CRM module is where your firm manages every client and potential client. Unlike Matters (which are the work), CRM is the relationship.
| You are… | You can… |
|---|---|
crm_worker | Read contacts, accounts, prospects, complaints and clients |
crm_supervisor | Create and update the above |
crm_manager | Full control including delete |
account_manager | Same as supervisor, but a descriptive label for client-facing ownership |
The CRM structure
- Contacts — individual people (name, email, phone, address)
- Accounts — organisations, each with one or more contacts and an assigned account manager
- Prospects — potential clients in your sales pipeline
- Leads — active opportunities, shown in a kanban pipeline view
- Consultations — first meetings with prospective clients
- Clients — engaged clients, the billable party on matters and invoices
- Complaints — client complaints, logged and tracked through resolution
- CRM Actions — follow-up tasks (calls, meetings, emails) against any of the above
Your daily work
Manage the pipeline
- Open
CRM → Leads → Pipeline. - Drag leads across columns as they progress.
- When a lead is ready, convert it to a client.
Log follow-up actions
Every meaningful interaction should be logged:
CRM → Actions → New- Pick the target (contact, prospect, lead, client)
- Set the action type (call, email, meeting, task) and due date
- Complete it when done
Under CRM → Actions you can see everything outstanding and upcoming.
Consultations
When a prospect comes in for a first meeting, log a Consultation. Record the outcome, follow-up actions, and whether they should move forward as a lead or client.
Complaints
Complaints are a separate workflow so nothing gets lost:
- Log under
CRM → Complaints → New - Assign an owner
- Update status through to resolution
Client satisfaction
After a matter closes (or at regular intervals), record a client satisfaction score. This feeds into management reports.
Tips
- Always link actions to the right target. An action attached to a client is very different from one attached to a prospect when you report on it.
- Use accounts for corporate clients. A company with three people who instruct you should be one account with three contacts, not three separate contacts with no link.
- Convert leads promptly. A lead in the pipeline for months without activity is usually dead — close it so the pipeline stays meaningful.