# Chapter 5 - Editable CRM Implementation Templates

## Template 1 - System-of-record matrix

| Business object | Primary system | Required fields | Record owner | Backup/export | Notes |
|---|---|---|---|---|---|
| Lead | Conquest CRM | Source, owner, stage, next action | [Role] | [Method] | [Rule] |
| Opportunity | Conquest CRM | Stage, value, expected decision | [Role] | [Method] | [Rule] |
| Client | Conquest CRM | Product, status, responsible agent | [Role] | [Method] | [Rule] |
| Renewal | Conquest CRM | Renewal date, owner, next action | [Role] | [Method] | [Rule] |
| Signed documents | [Approved storage] | [Fields] | [Role] | [Method] | Do not duplicate unnecessarily |
| Accounting | [Accounting platform] | [Fields] | [Role] | [Method] | CRM may store reference only |

## Template 2 - Stage definition card

```
STAGE NAME: [Observable business state]
PURPOSE: [Why this stage exists]
ENTRY CONDITION: [What must already be true]
REQUIRED FIELDS: [Fields that must be complete]
REQUIRED NEXT ACTION: [Action and due-date rule]
EXIT EVENT: [What moves the record forward or closes it]
MAXIMUM AGE: [Agency standard]
OWNER: [Role responsible]
REPORTING CATEGORY: [Open / won / lost / invalid / nurture]
```

## Template 3 - Role and permission test

| Screen or action | Manager | Leader | Agent | Call Center | Expected result | Actual result | Owner |
|---|---|---|---|---|---|---|---|
| View assigned leads | Yes | Team only | Own only | Assigned only | [Result] | [Result] | [Name] |
| Reassign lead | Yes | [Policy] | No | No | [Result] | [Result] | [Name] |
| Export data | Restricted | No | No | No | [Result] | [Result] | [Name] |
| Edit rates | Restricted admin | No | No | No | [Result] | [Result] | [Name] |
| View commissions | Yes | Team policy | Own only | No | [Result] | [Result] | [Name] |

## Template 4 - Field mapping workbook

| Source column | Example without private data | Destination field | Transform rule | Import? | Owner | Validation |
|---|---|---|---|---|---|---|
| [Old field] | [Demo value] | [CRM field] | [Format rule] | Yes/No | [Name] | [Test] |
| [Old stage] | [Demo stage] | Pipeline stage | [Mapping] | Yes | [Name] | Count by stage |
| [Old owner] | [Demo owner] | Record owner | [User mapping] | Yes | [Name] | Count by owner |

## Template 5 - Migration reconciliation

| Category | Source count | Imported | Rejected | Duplicate/archived | Difference explained | Approved by |
|---|---|---|---|---|---|---|
| Active leads | [#] | [#] | [#] | [#] | [Reason] | [Name/date] |
| Nurture leads | [#] | [#] | [#] | [#] | [Reason] | [Name/date] |
| Clients | [#] | [#] | [#] | [#] | [Reason] | [Name/date] |
| Renewals | [#] | [#] | [#] | [#] | [Reason] | [Name/date] |

## Template 6 - User acceptance test

```
TEST ID: [UAT-001]
ROLE: [Manager / Leader / Agent / Call Center]
STARTING CONDITION: [Test user and demo data]
STEPS:
1. [Action]
2. [Action]
3. [Action]
EXPECTED RESULT: [Observable result]
ACTUAL RESULT: [What happened]
EVIDENCE: [Safe screenshot or record ID]
SEVERITY: [Critical / high / medium / low]
OWNER: [Name]
RETEST DATE: [Date]
STATUS: [Pass / fail / blocked]
```

## Template 7 - 14-day owner plan

| Day | Deliverable | Owner | Reviewer | Due time | Evidence | Status |
|---|---|---|---|---|---|---|
| 1 | Scope and system ownership | [Name] | [Name] | [Time] | Decision log | [Status] |
| 2 | Stage and field definitions | [Name] | [Name] | [Time] | Approved map | [Status] |
| 3 | Users and roles | [Name] | [Name] | [Time] | Permission matrix | [Status] |
| 4 | Configuration test | [Name] | [Name] | [Time] | UAT results | [Status] |
| 5-7 | Data migration | [Name] | [Name] | [Time] | Reconciliation | [Status] |
| 8-9 | End-to-end testing | [Name] | [Name] | [Time] | Test pack | [Status] |
| 10-11 | Role training | [Name] | [Name] | [Time] | Completion list | [Status] |
| 12 | Controlled pilot | [Name] | [Name] | [Time] | Pilot report | [Status] |
| 13 | Stabilization | [Name] | [Name] | [Time] | Issue closure | [Status] |
| 14 | Go-live | [Name] | [Name] | [Time] | Signed checklist | [Status] |

## Template 8 - Daily CRM huddle

```
DATE: [Date]    FACILITATOR: [Name]
UNASSIGNED NEW LEADS: [# / owners assigned]
OVERDUE NEXT ACTIONS: [# / owners]
QUALIFIED WITHOUT APPOINTMENT: [# / owners]
DECISION PENDING WITHOUT FOLLOW-UP: [# / owners]
WON NOT CONVERTED TO CLIENT: [# / owners]
RENEWALS WITHOUT ACTION: [# / owners]
BLOCKERS: [Issue / owner / due time]
TODAY'S ONE PROCESS PRIORITY: [Priority]
```

## Template 9 - Weekly pipeline review

```
WEEK ENDING: [Date]
1. New leads by source and owner
2. Contact speed and contact rate
3. Qualified and appointment rates
4. Stage aging and stalled records
5. Win rate, value and loss reasons
6. New clients and renewals at risk
7. Data-quality exceptions
8. Coaching actions by owner
9. One CRM improvement, owner and due date
```

## Template 10 - Issue report

```
TITLE: [Short observable problem]
CATEGORY: [Training / permission / data / process / product]
AFFECTED ROLE: [Role]
BUSINESS IMPACT: [What cannot be completed]
TEST RECORD: [Demo record only]
STEPS TO REPRODUCE: [Numbered steps]
EXPECTED RESULT: [Expected]
ACTUAL RESULT: [Actual]
FIRST SEEN: [Date/time]
FREQUENCY: [Always / intermittent / once]
SAFE EVIDENCE: [No private data]
OWNER: [Name]
TARGET DATE: [Date]
```

## Template 11 - Go-live sign-off

```
[ ] Scope and system-of-record rules approved
[ ] Roles and permissions tested with separate accounts
[ ] Backup and export tested
[ ] Source data preserved
[ ] Migration reconciled by category
[ ] Critical workflows passed
[ ] Every user completed role training
[ ] Support and escalation path published
[ ] Active leads have owner, stage and next action
[ ] Rollback or continuity plan confirmed

EXECUTIVE SPONSOR: [Name/date]
IMPLEMENTATION OWNER: [Name/date]
DATA OWNER: [Name/date]
CRM ADMINISTRATOR: [Name/date]
COMPLIANCE REVIEWER: [Name/date]
```