RELATIONSHIPS
How your business
holds every person
who matters.
Relationships is the CRM layer: the system that tracks every lead, every client, every proposal, and every interaction from first contact to long-term partnership. When it is tended, nothing falls through the cracks. When it is quiet, the business is losing revenue it does not even know it has lost.
Domain 03 · Typical State
Tending
Most active partnerships
KES 0
Untracked revenue lost when this domain is quiet
CRM platform active with clean contact data
Pipeline stages defined and in use
Lead capture connected to CRM
Proposals sent from within the system
Last contact date visible for all active clients
What this domain is
Every relationship your business has
is either tracked or at risk.
The Relationships domain is the system of record for every person your business interacts with. Leads. Prospects. Active clients. Past clients. Referral sources. When this domain is tended, you can see every relationship at a glance, know when it was last touched, and act on what needs to happen next.
Most businesses manage relationships through inboxes, spreadsheets, and memory. The proposal that was sent three weeks ago and never followed up on. The lead who asked for a quote and never heard back. The client whose anniversary Yutie partnership is up for renewal and nobody noticed.
Yutie OS runs on Perfex CRM, configured for the specific way each business operates. This is not a generic CRM deployment. The pipeline stages, the custom fields, the proposal templates, and the automations are all built around how relationships actually move in that specific business.
79%
Leads lost to no follow-up
Research consistently shows that most leads are never followed up on more than twice. A tended CRM changes that automatically.
5×
Cost of acquiring vs retaining
Acquiring a new client costs five times more than retaining an existing one. Relationships tracks retention, not just acquisition.
48h
Window for lead response
Leads contacted within 48 hours of enquiry are dramatically more likely to convert. CRM automation makes that window reliable.
What Yutie does here
Every service in this domain,
named and explained.
Everything Yutie does in the Relationships domain is about building and maintaining the infrastructure that makes sure every person who matters to the business is tracked, tended, and never accidentally lost.
01
CRM Platform Setup and Configuration
Full deployment and configuration of Perfex CRM as the Relationships infrastructure. Yutie installs, customises, and configures Perfex to match the specific way the business manages its relationships. This is not a trial account. It is a production-ready system built for this business.
Perfex CRM installation on cPanel hosting
Company and user account configuration
Custom fields for leads, contacts, and clients
Module permissions per role
Custom CSS and branding applied
Data import from existing spreadsheets or contacts export
cPanel email integration for email logging
02
Lead Pipeline Design and Configuration
The pipeline is the visual map of how a lead moves from first contact to signed client. Most businesses have this process in their heads. Yutie makes it explicit, names every stage, and builds it in the CRM so progress is visible.
Pipeline stages defined with the owner (typically 5 to 7 stages)
Stage probability percentages configured
Stuck-deal thresholds set per stage
Lead source tracking fields added
Custom status labels aligned to how the business actually talks
Pipeline view configured for daily use
Revenue forecast view enabled
03
Contact Database Architecture
A CRM is only as useful as the quality and structure of the data in it. Yutie designs the contact data model for the business: how contacts are categorised, what information is tracked, and how the database stays clean over time.
Contact type taxonomy (lead, prospect, client, former client, referrer)
Tagging and segmentation structure
Required field enforcement to prevent incomplete records
Duplicate detection and merge process
Lifecycle stage automation rules
Contact source attribution fields
Annual database health check process
04
Proposal System
Proposals sent from inside the CRM look professional, are tracked for opens and views, and connect directly to the invoicing system when accepted. Yutie builds the proposal templates and configures the workflow.
Proposal template design (branded, professional)
Service items and pricing tables configured
PDF generation quality tested across devices
Proposal tracking: sent, viewed, accepted, declined
E-signature integration where applicable
Proposal expiry date automation
Accepted proposal to invoice conversion
05
Lead Capture Integration
Website visitors who fill in a contact form should arrive in the CRM automatically. Yutie connects every lead capture point on the website to the CRM pipeline so no enquiry requires manual data entry.
Contact form webhook integration with Perfex
Lead assignment rules (who gets notified)
Auto-response email to new leads
Lead source populated automatically from form
Duplicate lead handling
Failed submission alerts
Form-to-pipeline test across all active forms
06
Client Portal Configuration
Active clients get access to a portal where they can see their invoices, their project updates, and communicate with Yutie. This shifts the relationship from email-only to a structured, professional environment.
Client portal access provisioned for all active clients
Portal branding aligned to Yutie OS design
Invoice visibility configured per client
Project and task visibility settings
File sharing enabled for deliverables
Portal login credentials delivered to client
Monthly portal activity review
07
Email Template Library
Consistent, professional communication builds relationships. Yutie creates a set of reusable email templates for the most common relationship touchpoints so every message from the business is clear, well-written, and on brand.
New lead acknowledgement template
Proposal follow-up sequence (2 touches)
Project kickoff email
Invoice sent notification
Overdue invoice reminder
Client check-in email (monthly)
Partnership renewal email
Offboarding and handover email
08
Follow-up Workflow Automation
Manually remembering to follow up is how leads die. Yutie builds automated follow-up triggers so the right message reaches the right person at the right time, without anyone having to remember to send it.
Lead age trigger: alert when lead has been idle for X days
Proposal follow-up trigger at 3, 7, and 14 days
Invoice overdue escalation at 7 and 14 days
Dormant client alert: client with no contact in 90 days
New client welcome sequence automation
Birthday or anniversary alerts for key relationships
09
Client Onboarding Workflow
The transition from signed proposal to active client is one of the most important moments in the relationship. Yutie builds a systematic onboarding process that ensures every new client gets the same quality of welcome and setup.
Onboarding checklist template in CRM
New client task list auto-created on deal close
Kickoff call booking link automation
Document collection checklist
Welcome email sequence (3 emails)
Portal access provisioning automation
Onboarding completion milestone
10
Relationship Health Reporting
A CRM that produces no insight is just a storage system. Yutie configures the reporting views that tell the owner the health of the relationship pipeline at a glance.
Pipeline value by stage (monthly)
Conversion rate by lead source
Average days from lead to close
Client retention rate (annual)
Proposal acceptance rate
Revenue by client (annual)
Dormant client count and identification
11
Contract and Agreement Management
Signed agreements and contracts belong in the CRM, attached to the relevant client record, not in email threads or folder structures that become impossible to navigate.
File attachment structure for contracts per client
Contract storage and naming convention
Renewal date field and expiry alerts
Digital signature integration (where used)
Contract version tracking
Expired agreement identification in monthly review
12
Referral Source Tracking
Knowing where clients come from is essential for doubling down on what works. Yutie tracks every lead source and every referral so the business can see which relationships are generating other relationships.
Referral source field on all leads
Referrer contact record linking
Revenue attributed to referral source report
Top referrer identification
Partner or referral programme tracking
Thank-you workflow for referral sources
Domain States
What each state looks like
in the Relationships domain.
Every domain is classified monthly as Tending, Waiting, or Quiet. Here is what each state means specifically for Relationships.
Tending
Every relationship is visible and no one is forgotten.
When Relationships is Tending, the CRM is the living record of the business. Every lead is in the pipeline. Every client has a recent touchpoint. Every proposal has a follow-up scheduled. Revenue is forecastable.
CRM has clean, current data for all active leads and clients
Pipeline has no stuck deals older than 30 days
All proposals tracked with follow-up dates
Lead capture forms flowing into CRM automatically
Last contact date recorded for every active client
Monthly pipeline review happening
Waiting
CRM is in place, data quality work is ongoing.
Waiting means the CRM is deployed but the data is not yet complete or clean. Old contacts being imported, pipeline stages being refined, or lead capture connections being built.
CRM installed but contact import in progress
Pipeline stages defined but not yet fully adopted
Some lead capture working, others still manual
Proposal templates drafted but not finalised
Team access set up but training not yet complete
Quiet
Relationships are managed through memory and inboxes.
Quiet means there is no CRM. Leads live in email. Client notes live in someone's head. Proposals are tracked on spreadsheets. Revenue forecasting is a guess.
No CRM platform in use
Leads tracked in spreadsheets or not at all
Proposals sent as Word documents from email
No systematic follow-up process
No visibility of dormant clients
Revenue forecast not possible
No client portal
The transformation
What changes when this domain
moves from Quiet to Tending.
Before: domain is quiet or unmanaged
Leads are tracked in email threads and remembered inconsistently
Proposals go out and there is no systematic way to follow up
New clients onboard through long email chains
It is impossible to see how much revenue is in the pipeline
Dormant clients are not noticed until they have already left
After: domain is tended
Every lead is in the CRM with a stage, a source, and a next action
Proposals are tracked for opens and follow-up is automated
New clients receive a structured onboarding experience
Pipeline value is visible at a glance with revenue forecasting
Dormant client alerts prevent valuable relationships from going cold
Domain connections
How Relationships connects to the other domains.
No domain exists independently. The Shalom Score reflects how each domain affects the others.
01
Presence
Lead capture forms on the website feed directly into the Relationships CRM pipeline.
02
Reach
Reach brings visitors. Relationships determines whether they become leads and clients.
04
Operations
Project delivery for clients runs through Operations. Relationships provides the client record it attaches to.
05
Finance Visibility
Accepted proposals in Relationships convert directly to invoices in Finance Visibility.