CRM Excel template: who to call today, and what each customer is worth

A small business loses customers in the gap between "I'll get back to you" and getting back to them. The details sit in WhatsApp, an inbox and a notebook, and nobody can see who's waiting. This sheet puts every customer on one row with the day you'll follow up. Open it, and the rows marked Due are today's calls.

Copy it, print it, or download the Excel or Word file. It's an .xlsx file with ordinary formulas and no macros, so it opens the same way in Excel and in Google Sheets.

[Your business]: customers and follow-ups

Kept by: [you]. Updated: [date].

Today

• Follow-ups due today or overdue: [count]
• Open deals: [count], worth S$[amount]

Stages: pick one per contact

• New: they got in touch, and you haven't spoken yet.
• Talking: you've spoken, and they're interested.
• Quote sent: they have a price.
• Won: they bought.
• Lost: they said no, or went quiet for 30 days.

Contacts

Value by stage

• New: S$[amount]
• Talking: S$[amount]
• Quote sent: S$[amount]
• Won so far: S$[amount]

Notes log

The Contacts row holds where things stand now. The log keeps what was said, so a note from March isn't lost when you type over it in June.

Start with the people you're already talking to, not your whole phone book.

1. Add everyone you've spoken to in the last month who might still buy.
2. Give each one a stage, and a value if you know it.
3. Put a follow-up date on every row that isn't Won or Lost.
4. Fill in OK to message for anyone you'll send offers to: yes or no, with the date and how they said it.
5. Open the sheet each day and call the rows marked Due.
6. After each call, change the stage and the dates, and add one line to the notes log.

Twelve columns is plenty. Every column you add past this is one more thing to skip on a busy day.

Not sure what consent you need? The PDPA guide for sellers sets out what Singapore's rules ask.

A spreadsheet CRM works as long as someone opens it every day.

• Every open row has a follow-up date, because a row with no date gets forgotten.
• Update the row straight after the call, not at the end of the week.
• One person owns each row. Write their name in Next step when you share the sheet.
• Anyone quiet for 30 days moves to Lost, so the open value stays honest.
• Keep one sheet. Two copies means two versions of the truth.

A made-up Monday morning for a signage shop with two people selling, read on 2 November.

What the sheet says today:

• 9 contacts: 3 New, 3 Talking, 2 Quote sent and 1 Won.
• 4 follow-ups due: two quotes from last week and two new enquiries from Friday.
• Open value: S$4,200 in Talking and S$3,600 in Quote sent, so S$7,800 open.
• Won so far: S$1,500, a menu board for a cafe.
• Mei Ling had no follow-up date, so she went in for Wednesday.

A spreadsheet is fine until the chats come in faster than you can type them up. Watch for three signs:

• The Due column is wrong, because Last spoke is a week behind.
• Two people need the sheet at the same time, and rows go missing.
• Most conversations happen on WhatsApp, and the notes log only hears about them at the end of the week.

If two of those sound like your week, move the sheet rather than retype it: Palby CRM imports up to 2,000 rows from a CSV, matches your columns, and lets you undo the whole import in one tap if it went wrong. Each contact keeps a follow-up date that's due on the day, with notes, a timeline and their WhatsApp chats on the same record.