I am trying to work out how best to customise Zoho CRM to suit our business.

1. A parent submits an enquiry by web form or phone. (Each web form submission is emailed to the psychologist with the client's email in the "from" line so the psychologist can easily hit reply to respond.)
2. The psychologist replies by phone or email to address questions and (hopefully) book an appointment. 
3. Both parents are sometimes involved in the pre-sales process (each of them may call or email separately).
4. If successful, a booking for one or more appointments is made.
5. There are two main services - assessment and counselling.
6. Each parent (or pair of parents) may have one or more children who receive services.

Anton