Define stages around real work
Use a small number of stages that describe what the team does next: new enquiry, review, conversation, proposal and outcome, for example. Write a clear entry and exit condition for each stage so two people do not classify the same lead differently.
Assign ownership and next actions
Give each active record an owner and a dated next step. Capture only the contact and service details needed to respond. Limit access, avoid copying sensitive information into free-text notes and agree how long inactive records should be retained.
Review the process with the team
Look for missed follow-ups, duplicate records and stages that do not reflect reality. Track response time and qualified outcomes where appropriate. A CRM helps organise a process, but it cannot replace accurate data, useful conversations or a realistic service offer.