Managing members

Keeping notes, tasks and tags about members

Use the CRM pages to record private notes, plan follow-up tasks and group members with tags.

The CRM pages help your team keep track of members and follow them up. Members do not see this information.

Open CRM in the admin menu. It contains:

• CRM Dashboard: an overview of member engagement, tasks, tags and onboarding progress.
• Member Notes: private notes about a member. Press Add note to write one.
• Coordinator Tasks: follow-up jobs for your team, such as "phone new member". Press Create Task.
• Member Tags: labels you give members to group them, for example "needs lifts". Press Add tag.
• Activity Timeline: a timeline of what members have done and how your team has been in touch.
• Onboarding Funnel: shows how many new members reach each stage, up to their first exchange, and where people drop off.

Writing good notes

Notes are part of the member's record. Keep them short, factual and kind. Write only what your team needs to support the member.

Members can ask to see the information you hold about them. Write every note as if the member might read it one day.

This is done on the main website. The accessible site does not have this page.

More guides in this topic

• Finding a member
• Approving new members
• Making someone a broker or an admin
• Suspending, banning or reactivating a member
• Deleting a member's account
• Adding members yourself
• Helping a member who cannot sign in
• Setting up the welcome steps for new members
• Checking members' identity
• Handling a member's request about their data

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