Krzysztof Balicki runs Web Systems, the company that builds and develops EpicCRM. He writes about CRM and sales from the perspective of a team that builds and maintains these tools itself.
Handling customer complaints in a small team comes down to three things: every complaint lands in one place, gets one owner and keeps a visible status until it’s closed. Complaints reaching you by phone, by email and through the salesperson, and nobody can say which ones are sorted? The process below fixes that. It’s about […]
Customer referral tracking means writing down, on every new client record, which person or channel sent that client to you, and doing it the moment they first get in touch. Maybe most of your new work comes in by word of mouth. Great. But can anyone say which clients keep recommending you? Or whether anyone […]
A good proposal follow-up starts before you hit send. Agree on a next step with the buyer, put dated check-ins in your calendar, and make every message useful instead of asking “any news?” Sound familiar? A detailed quote is out, the inbox has gone silent, and chasing feels pushy. A plan takes the guesswork out […]
A CRM Slack integration should only push alerts that need a specific person to act soon. Everything else goes to email or stays inside the CRM. Most teams end up in one of two places. Either nobody sees the CRM reminders, or the Slack channel is so noisy that everyone has muted it. Sound familiar? […]
Employee offboarding in a CRM comes down to four moves: deactivate the person’s login on their last day, hand everything they owned to someone else, check every connected tool, and keep their records, because that history belongs to the company. Run a small business? Just realised a former employee might still be able to sign […]
Lead assignment rules are a short written agreement: which rep gets each new lead, who hands it out, and when ownership ends. That’s it. In a sales team of two to eight people, the “rule” is usually “whoever sees it first takes it”. So some prospects get two calls and others get none. Below: how […]
Ticket priority levels only work when each level answers two questions: how many people are affected (impact) and how fast the problem gets worse (urgency). Then you attach a fixed order of work to the answer. That’s it. If every ticket in your queue says “urgent”, the label has stopped telling anyone what to pick […]
Good sales call notes record who you spoke to, what the client needs, what both sides agreed, the next step with a date, and anything a colleague would need to pick up the account tomorrow. That’s it. If your CRM is full of entries like “called, interested”, nobody can piece the relationship back together when […]
Trade show leads stay warm only if every contact lands in one shared list, gets imported into your CRM, and has an owner and a first follow-up date within days of the event. Sounds obvious. But most small B2B teams know the other version all too well: you come back from the fair with a […]