Guide
CRM for agencies: leads, retainers and client tickets.
Agencies and consultancies live on relationships and repeat work. This guide shows how a CRM can follow a client from first enquiry to monthly retainer, and where it fits next to your project tools.
The client journey
From enquiry to retainer.
- Capture the enquiry
A web form creates an Inbound Lead. Review it, then convert it to an account and contact in one step.
- Move the proposal
Use a pipeline with your own stages, such as Discovery, Proposal and Negotiation, each with a win probability.
- Quote and invoice
Send the quote by link and invoice in the client's currency, with online payment through Stripe.
- Track the retainer
Record retainers as subscriptions with plan, MRR, seats and term, and watch the Renewals board.
- Handle client issues
Log client requests as tickets with response targets, and open a room to discuss them.
Example pipeline
A typical agency pipeline.
| Stage | What must be true to leave it |
|---|---|
| New enquiry | A person has read it and replied. |
| Discovery call | You know the goal, budget range and timeline. |
| Proposal sent | A written proposal or quote has gone to the client. |
| Negotiation | The client has questions or changes, and you are answering them. |
| Won or lost | The client accepted, declined or went quiet and you closed it. |
Illustrative stages. Name yours in your own words.
Metrics
Numbers an agency should watch.
The share of proposals that turn into work.
The typical value of a won project or retainer.
The retainer income you can count on each month.
How quickly client requests get a first reply.
Fit
What it does not replace.
Veliq CRM is not a project management tool, so keep timelines and tasks in the tool your team uses today. Use the CRM for the client record, the money and the conversation.
Why it helps
What an agency CRM keeps in one place.
Every call, meeting and note sits on the client record, so a new team member can pick up the thread.
Quotes, invoices and subscriptions are tied to the same account.
Client issues are tracked as tickets with response targets.
Agency CRM
Agency questions, answered.
Can I run more than one company or branch?
Yes. A workspace per entity keeps records separate, and a person can belong to more than one.
Can clients see anything?
Customers can use public quote links, a help center and surveys. Staff-only rooms and records follow permissions.
Does it replace project management software?
No. Keep project timelines and tasks in your project tool, and use the CRM for clients, money and conversations.
Can I track retainers?
Yes. Record each retainer as a subscription with plan, MRR, seats and term.