Visit reports arrive late, the pipeline depends on individual files and next actions are not shared.
POCKET CRM solution
Deploy a field CRM that teams actually adopt
Limit data entry to what prepares the next action, secures the pipeline and improves account knowledge.
For: Sales, field force, customer relationship, marketing, operations and IT leadersWhat to clarify before discussing a solution
What information should help the salesperson during and after a visit, rather than only serve reporting?
The answer does not lie in an isolated feature: it is built by connecting rules, actors, data and evidence.A mobile CRM journey centred on account, visit, opportunity, next action and synchronisation with the management backbone.
Four decisions to make before configuration
These decisions make the scope testable and prevent structural choices from being discovered during the project.
Define the data required before a visit
The decision must specify the rule, its owner, the required data and the evidence used to accept it.
Limit mandatory fields to a demonstrated use
The decision must specify the rule, its owner, the required data and the evidence used to accept it.
Standardise next action, date and owner
The decision must specify the rule, its owner, the required data and the evidence used to accept it.
Connect opportunity, offer, order and customer history
The decision must specify the rule, its owner, the required data and the evidence used to accept it.
A readable end-to-end flow
Scope is not a list of modules. It is a chain of events, ownership and decisions.
1Portfolio and segmentation
2Visit preparation
3Useful visit report
4Opportunity and next action
5Synchronisation and management
In the first scoping
- One representative flow and its useful variants
- Authoritative events and minimum data
- Roles, decisions and escalation times
- Acceptance criteria and baseline measurement
To sequence in waves
- Additional sites, activities or populations
- Rare variants that do not condition the pilot
- Automations whose rule is not yet stable
- Advanced dashboards after source reliability
To decide explicitly
- Define the data required before a visit
- Limit mandatory fields to a demonstrated use
- Standardise next action, date and owner
- Connect opportunity, offer, order and customer history
From direction to measured improvement
- 1Navigator
- 2Personalised review
- 3Scoping workshop
- 4Wave-based deployment
- 5KPI measurement
Each stage produces a decision or evidence reusable in the next. Deployment remains business-led and verifiable.
Measure to decide, not to fill a dashboard
Every KPI needs a definition, a source, a cadence and an associated decision.
KPIFormulaSourceDecision
CRM coverageDocumented opportunities ÷ active opportunitiesAccounts, activities and opportunitiesImprove pipeline reliability and next actions
Sales cycle lengthDecision date − qualification dateStages, activities and decisionsRemove qualification and decision bottlenecks
Forecast accuracy1 − |forecast − actual| ÷ actualForecasts, orders and actualsRecalibrate assumptions, data and horizon
Conversion rateTransactions or orders ÷ visits or opportunitiesChannels, opportunities, baskets and ordersTarget breaks in the buying journey
06 · Business scenario
A CRM that makes every visit more useful
- Situation
- Salespeople have partial information and spend time rebuilding history before each interaction.
- Approach
- The pilot designs a preparation screen, a short report and a mandatory next action, then measures usage and pipeline quality.
- Target outcome
- The CRM becomes a sales continuity tool rather than a reporting obligation.
Useful answers before the first discussion
01Where should we start in practical terms?
Choose a representative scope spanning “Portfolio and segmentation” and “Visit preparation”, then document one normal case and one frequent exception. The first flow should be important enough to matter but contained enough to observe end to end.
02Do all existing systems need replacing?
No. Scoping starts with decisions, authoritative events and ownership. It then determines what should be retained, integrated, replaced or simply better governed, wave by wave.
03What data should be prepared before a workshop?
Prepare a few real cases, the volumes shaping the operation, the main variance reasons and the sources used to measure CRM coverage. The quality of examples matters more than the quantity of documents.
04How should the right pilot scope be chosen?
Choose a scope with an available owner, accessible data, a meaningful exception and a measurable outcome. Avoid both an overly simple case that proves nothing and an overly broad scope that dilutes learning.
05How can scope changes during the project be limited?
Make assumptions, interfaces, variants, exceptions and acceptance criteria explicit. Every new request can then be classified: essential to the wave, suitable for a later wave, or outside the objective. Discussion focuses on impact rather than intuition.
Next step
Turn this guide into a personalised review
Complete Navigator to position your context, then use the review as the starting point for a scoping workshop.
- 1Navigator
- 2Personalised review
- 3Scoping workshop
- 4Wave-based deployment
- 5KPI measurement
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