Guides by topic

Guides on roles and working as a team

Who sees what in a CRM of 10 to 25 people, and how a team shares email, hands calls on and keeps everyone on the same customer record.

4 guides and 1 free template, each working in any tool.

Guides

Roles and permissions in a CRM for a team of 10 to 25How to set up who sees and changes what in a CRM as a team grows past ten: the roles to start with, narrowing by owner or team, and what to check. 7 minute read.
How a small team should handle support emailA shared inbox fails in two ways: two people answer, or no one does. A simple method for owning each email, tracking who it waits on and how long. 7 minute read.
How to choose a CRM for a small teamChoose a CRM from your team’s real week, not a feature list: the questions that separate tools for 10 to 25 people, and a worked scoring example. 7 minute read.
Warm transfer vs cold transfer: which to useA cold transfer passes the caller on immediately. A warm transfer lets you brief a colleague first. When each fits, and what the caller hears. 6 minute read.

The small-team CRM buying checklistA free, printable checklist of 36 questions for choosing a CRM for 10 to 25 people, with a simple scoring method and a worked example.