CRM GUIDE / REVIEWED JULY 22, 2026
Intended outcome: A CRM implementation sheet tied to real customer work.
Implement a CRM around decisions, not fields
Start with the customer lifecycle, system-of-record rules, ownership, required views, and acceptance tests before importing the full contact file.
Work through the change in order
- 01
Define lifecycle stages and the decision each stage supports.
- 02
Name authoritative records and required fields.
- 03
Assign entry, correction, ownership, and reporting responsibilities.
- 04
Configure a minimum workflow and migrate a safe sample.
- 05
Test an ordinary case, exception, duplicate, handoff, report, and export.
Save evidence for these checks
- The team can explain when and why a record changes.
- Reports reconcile to the authoritative data.
- Exports and offboarding are tested.
Hold the rollout when a boundary breaks
- No lifecycle owner
- Unmapped duplicate rules
- Unknown consent or retention basis