A connected CRM starts with a clear customer journey.

Useful customer data depends on clear processes as much as connected platforms.

Follow a customer from first enquiry through qualification, sales and ongoing service. Identify where information is captured, who needs it and where it gets lost between teams.

Agree on the meaning of each stage before automating it. Shared definitions for a qualified lead, an active opportunity and a completed handover make reporting easier to trust.

Start with a workflow that removes a recurring delay. Test the handover, check the data and give the team a way to handle exceptions before adding further automation.