How an account executive works the CRM

An account executive in Current reads the whole CRM and works one book: the companies they own or co-own, plus the prospects they claim from the unowned pool. Sales home opens on Your Day: a morning brief, goals with a pace tick, follow-ups, and the accounts nearest to churning. This playbook is the first hour, the daily and weekly loops, the rules that decide what an account executive can change, and what a worked book looks like a month in.

1. 1
   Sales home

   Your Day: your goals across the top with a bar and a tick marking where you should be today; the morning brief (opportunities to move on the left, accounts needing attention on the right, each bullet linked to its record); your open book; seats and first appointments; the accounts closest to churning; to-dos; and a short list of coaching insights. Tick a brief bullet to clear it for today.
2. 2
   Companies

   Every company in the workspace, because reading is workspace-wide. The three filters are All, Mine and Unowned, and Unowned is the claimable prospect pool. Columns, filters and sort save as a view, including your workspace's own company fields.
3. 3
   A company record

   The hero band with the numbers that matter (they change for a prospect), the key facts card, tags you flip from the header, one activity timeline with search, Needs attention, the Sync & system panel that says what your PSA owns, a Profitability card on any account with an active recurring contract, and Quotes & opportunities in the right rail. Claim this company sits in the hero band of any unowned prospect.
4. 4
   Contacts

   Every person you are allowed to see, with the verification badge, email history, tags, and Enroll in a sequence. A follow-up you set on a person syncs into your own Microsoft To Do.
5. 5
   Opportunities and My opportunities

   Four built-in pipelines plus any your leadership added, one board each, a Mine chip to focus, Raw or Weighted totals, and My opportunities for your own. A stage can ask questions before an opportunity lands on it, and the form appears on the drag.
6. 6
   Leads

   Your own leads, each with a business-hours countdown to first contact (the default is two hours), tagged hot, warm or cold, and convertible into an opportunity or disqualified with a reminder to come back.
7. 7
   Sequences, Lists and Campaigns

   A sequence is paced, personal outreach from your own mailbox; a list is a saved set of contacts, static or from a rule; a campaign is a one-time send to an audience, approved by leadership above 25 recipients.
8. 8
   Renewals, Whitespace and Business reviews

   Renewals lists every upcoming renewal soonest first with its defense score. Whitespace is the partner-by-offering grid where every empty cell is a gap. Business reviews is where you build a Strategic Business Review for an account you manage.
9. 9
   Roadmaps

   Every partner's standing plan: the goals they gave you, the budget the work has to fit, and a board of quarters holding what you have proposed. Sales → Roadmaps is your whole book in one list; the Roadmap card on a company record opens that partner's plan. Your feeds fill a Suggested tray on it, and each suggestion names the record it came from.
10. 10
    My commission

    Your statement builds itself each month from your won opportunities, linked quotes and goal attainment; you read it, flag anything wrong, and submit.

Move an opportunity forward comes first and waits for a real card to land on a real stage. The sales-depth set follows: build a list, save a first campaign, build a sequence, open a whitespace opportunity, build a first business review, build a roadmap, and convert a won quote when your workspace's quoting tool is connected. Start them from Learn Current, in the menu behind your initials or behind the ring beside What's New; each one ends on the real thing you made.

• Read the morning brief on Sales home and open the record behind each bullet. Refreshing regenerates it, and the emailed brief is the same one.
• Answer leads inside the timer. A routed lead is a to-do and an email; the clock is business-hours aware, so Friday night's lead starts on Monday morning.
• Move opportunities as they move. Drag to the real stage, answer what the stage asks, and keep amount, close date and next step current: an opportunity without them cannot be forecast.
• Log the conversation. Notes and follow-ups on the company or contact; a note already filed to your PSA is updated there when you edit it, and a follow-up syncs to your To Do.
• Check Outreach for the LinkedIn touches your sequences have lined up for you.
• Claim what is yours. A prospect in the unowned pool is first touch wins: open it, read the history, press Claim this company.

• Pipeline review on the board, Raw then Weighted. Weighted multiplies each opportunity by the win probability on it or on its stage, so a 10,000 opportunity at 30 percent counts as 3,000.
• My scorecard, in the Sales category of Reports: your own numbers on one date range with a comparison to the period before.
• Renewals inside 90 days. Current creates a renewal opportunity for the account owner about 90 days before a recurring agreement ends, and one inside 90 days with a defense score under 40 is an escalation your manager also sees. Open the renewal dossier and pick a defense play.
• Whitespace. Click a real gap and the expansion opportunity is pre-filled with the company, the offering, and an estimate when Current has one.
• Roadmaps. Work the Awaiting a decision and Stale plan filters on Sales → Roadmaps: a card nobody has said yes or no to is a conversation waiting to happen, and a plan older than its cadence becomes a to-do with your name on it. Take the suggestions your feeds have put in each tray, then drag what you accepted into the quarter you mean to do it in.
• The sequence report: replies, bounces, and who is waiting for steps. A contact who replied has already exited.
• Coaching. Your 1-on-1 prep and the promises you made land on My Day; shared notes are yours to read, and private notes are your manager's, kept so by the database.
• Goal pace on Sales home. The tick is where you should be today.

• You read the whole CRM and write only your own book. Every company, contact, opportunity and activity in the workspace is readable; edits, opportunities you create, and claims are limited to companies you own or co-own and to the unowned pool. The server refuses a write outside your book, so nothing here depends on a hidden button. A company with an active contract is never in the unowned pool; an existing customer is assigned by leadership. The exception is Full CRM, which a Tenant Admin can turn on for you under CRM access on Users & roles: it lets you work every account in the workspace, opportunities, contacts, notes, reviews and leads included, while other people's commissions, sales management and the team's performance views stay closed. A change you make outside your own book is saved in Current and goes to your PSA with the next scheduled sync rather than the moment you save, opportunity changes included when the company is already in your PSA; depending on your PSA, that sync may not create a new note or contact there.
• A sequence sends from its owner's mailbox, signed with their signature, and replies come to them; enrolling people into a teammate's sequence never makes you the sender. Each mailbox sends up to 250 sequence emails a day, on business days. A contact exits on a reply, an unsubscribe or hard bounce, a linked opportunity won or lost, a booked meeting, or the last step, and never silently stalls. A sequence set to a shared send-as identity is the one exception to whose mailbox sends.
• A campaign above 25 recipients, or any marketing-class send, needs leadership approval; a marketing send must carry the unsubscribe tag; and until an admin switches on real sending, a campaign only reaches your own team.
• Renewal opportunities appear about 90 days before an agreement ends, created for the account owner. If your PSA later lists that agreement as no longer active and nobody has touched the opportunity, it is hidden from the board and every total; the moment you move or edit it, it stays.
• The profitability verdict on a company record or a renewal dossier judges the recurring contract only. Projects and one-time work sit beside it in their own rows, because a renewal re-prices the agreement, not last year's project. You see the account numbers; the per-technician breakdown is for workspace admins, and a raw cost rate never reaches you.
• A stage can ask for what it needs before an opportunity lands on it, and your PSA, HubSpot or a quote can move an opportunity without answering, because those systems are reporting something that already happened.
• Winning is a drag to Won. An opportunity with a signed quote attached routes you into the wizard that turns it into a project or a ticket, and nothing is created in your PSA until the final confirm. Marking Lost can set a reminder to come back in a week, a month, or a year.
• A roadmap follows the same book rule as the rest of the CRM: you can read the plan for any company you can already see, and change the plan, its cards and its budgets for the companies you own, or anywhere with Full CRM. Approving a card in a review stamps the date and who decided and opens an opportunity on the Expansion board; nothing on a roadmap reaches your PSA except through that opportunity, under the rules opportunities already follow.
• A Strategic Business Review is built by the company's account manager, a sales manager, or someone with Full CRM. Open one outside your book without it and the page tells you whose book it is. With it, a teammate's draft in progress becomes yours only after you choose Take over, and the account manager gets a notification the first time someone other than them saves a review. Vendor names never reach the partner-facing pack.
• Deleting a company is a leadership action, and a company that came from your PSA is never deleted in Current at all.
• A partner never sees the CRM, on any surface.

• Every open opportunity on your book has an amount, a close date, a next step, and the answers its stage asked for.
• No lead has run past its timer without a first touch.
• One sequence runs from your own mailbox with your signature saved, and its report shows replies exiting on their own.
• Every renewal inside 90 days on your book has a defense play chosen.
• The whitespace gaps on your best accounts are either open expansion opportunities or a note saying why not.
• Your first business review is built and presented, and your first statement is submitted by the first Friday of the month after.
• Your best partner has a roadmap with goals, a budget and at least one card decided in front of them.