I'm looking for advice on how to architect our CRM. Particlarly in relation to the difference between leads, accounts, contacts and potentials.

We are B2C and have eight branches across the UK. Each branch has a sales manager and sales reps. The branch areas are defined by a list of postcodes for each area. Each branch looks after most of the activity within their area, with some central support at head office.

Our sales model is to get the lead information, confirm via telephone, and schedule an appointment for a rep to go out. The rep signs the customer up and returns with a signed contract. At this point they will go into our existing back office CRM which we're not replacing. Zoho will be purely a sales CRM to the point of contract being signed.

I've looked at territory management but it only seems to work with Accounts rather than Leads. I'm also unsure how/when to convert leads to accounts/contacts. We don't know the exact value of a lead until the rep has been out, as there are many variables related to their home construction.

Should we be converting from lead to account only once sold? Or once appointment booked? How does this interact with territories?

Our call centre is very dynamic, they constantly switch between different data sources so the traditional 'lead owner' model doesn't work for us.

Any advice much appreciated!

Ewan