Sales OS · Workflow
This SOP outlines the end-to-end sales process, from lead generation to closed-won, using a CRM and a document platform as the core systems of record. It supports process documentation, data integrity, and quality assurance. Tool names are examples; adapt them to your stack.
Sources include marketing campaigns (webinars, paid media, events), inbound website inquiries, referrals and partnerships, and outbound prospecting. Leads are created in the CRM with contact and company details, and assigned automatically or manually using assignment rules such as territory or rep ownership.
Owner: SDR or sales team. Leads are qualified against a consistent framework (for example BANT). Qualified leads are converted in the CRM into an Account, a Contact, and an Opportunity.
Owner: Account Executive or sales rep. The Opportunity is created and maintained with ARR, one-time revenue, stage, products, estimated close date, and other metadata. Defined stages guide progress, for example Discovery, Qualification, Proposal, Negotiation, Closed Won or Lost. Customer engagement (emails, calls, meetings) is logged for audit and context. Approval workflows for discounts or non-standard terms may be triggered in the CRM.
Using a document platform integrated with the CRM, reps generate quotes and proposals from templates, add custom pricing and terms, and send documents for review and eSignature. Status (viewed, completed) is tracked through the integration, and finalized signed documents are linked to the Opportunity. Quotes and order forms should be reviewed and approved by a sales leader before being sent to the client for signature.
An order review process confirms that deal details in the CRM match the signed contract and the finance system before close. A deal desk (often Finance) reviews values, product details, and subscription terms, then marks the Opportunity Closed Won. Closure triggers downstream workflows: implementation, customer success, and finance are notified, and deal details are finalized for invoicing and onboarding.
Owner: Customer Success. A documented handoff meeting between Sales and Customer Success captures internal notes, success criteria, and the expected onboarding timeline, and passes relevant data into implementation or onboarding records.
Use role-based permissions to control data access. Keep activity timestamped and auditable, store signed documents securely and linked to their Opportunity, and run regular audits and data reviews to maintain quality and compliance.