Define the customer journey and its decision points
Map intake, review, approval and ongoing communication before choosing fields or automation. Identify the evidence needed at each stage and the person authorised to act on it. Keep access proportionate to responsibilities, especially where sensitive information is involved. A completed CRM task should reflect a reviewed action; it should not be treated as a substitute for the professional assessment or approval the process requires.
Assess controls in the wider operating environment
Review record retention, permitted uses, information sharing and integration boundaries with the appropriate people in your organisation. Audit logs can contribute to a review, but their event coverage and access need to be understood. Confirm any specialist system requirements, reporting obligations and contractual controls during discovery. The CRM workflow can support accountable operations, while regulatory obligations and the firm's authorisations require their own assessment.