6 . CRM & commercial operating system
A commercial team operating out of fragmented spreadsheets and personal inboxes is incapable of scaling. The Customer Relationship Management system is the single source of truth for all revenue and account data.
We codify the mandatory operating system for all commercial activities. This section outlines strict CRM hygiene standards, pipeline stage definitions, and the data forecasting required to give the factory accurate visibility into future capacity demands.
- 6.1 CRM data model
A CRM is not a digital address book; it is the operating system of your manufacturing revenue. If a data point is not recorded in the CRM, it is considered non-existent for the business. A "loose" data model creates invisible risks—untracked engineer...
- 6.2 Automation rules: stage gates, approvals, & escalations
Manual enforcement of process discipline is a single point of failure. Human memory is fallible; code is not. The CRM must be configured to act as a logic gate that programmatically prevents non-compliant actions (e.g. sending a loss-making quote) an...
- 6.3 Dashboards & KPIs
A dashboard serves as a control panel rather than an art gallery. Metrics that do not directly drive a decision should be removed. Vanity metrics obscure reality and should be avoided. Focus must be placed firmly on the physics of the business: Veloc...