CRM Discovery Call — Lead-to-Customer Process Mapping (2026-03-02)

Overview

A discovery call scheduled for March 2, 2026 (noted as "next Tuesday" in the ^[1]) with the ^[2] team. The primary objective is to map their current lead-to-customer workflow end-to-end before proposing any CRM improvements or integrations.

Karly will lead the call with Mark attending in support.

Objective

Gain a clear, ground-level understanding of how Cordwainer currently handles leads — from first contact through to close — including how their CRM system(s) interact with each other and with their website. This understanding is a prerequisite for proposing a more efficient, integrated workflow.

As Mark framed it in the pre-call discussion:

"If we can get somebody to walk us through it — okay, you get a lead, what do you do, where does it go, who does what, then what, then what — and if we can get that laid out, then we can come back and say, here's a way to do it cheaper, faster, and more efficiently."

Key Questions to Answer

How does a new lead enter the system? (web form, phone, referral, etc.)
Where does the lead go immediately after capture?
Who owns the lead at each stage of the pipeline?
How are the CRM system(s) currently configured — are multiple systems in use, and are they talking to each other?
Is the CRM connected to the Cordwainer website? If so, how?
What manual steps exist in the current process that could be automated?
Where do leads fall through the cracks?

Context & Background

As of the February 26 planning call, Asymmetric has had limited visibility into how Cordwainer's CRM is actually set up. Karly noted she has been inside the system but doesn't have a clear picture of how it's configured or how data flows through it. No formal CRM work has been scoped or delivered yet — this call is the starting point.

Cordwainer is flagged as an at-risk account requiring increased attention. Karly is taking over as primary account lead. See ^[3] for full account status.

Planned Approach

Walk-through format — Ask the Cordwainer team to demonstrate their live process rather than describe it abstractly. Follow the lead through each step.
Map the flow — Document the full lead-to-customer journey as it currently exists.
Identify gaps — Note where systems don't talk to each other, where manual effort is high, and where leads may be lost.
Defer recommendations — Do not propose solutions on this call. Return with a proposal after the team has had time to analyze the workflow.

Attendees

Karly Oykhman (Asymmetric) — Lead
Mark Hope (Asymmetric) — Support
Cordwainer stakeholders (TBD)

Action Items

[ ] Karly to lead the Cordwainer CRM call on March 2 and map the lead flow (@Karly Oykhman)
[ ] Mark to attend and support (@Mark Hope)
[ ] Post-call: document the lead-to-customer workflow and identify integration/automation opportunities (@Karly Oykhman)
[ ] Post-call: prepare a proposal for a more efficient and integrated CRM workflow (@Karly Oykhman, @Mark Hope)

^[4]
^[5]