RealtyCMS CRM: Key Concepts Explained

Learn how Contacts, Leads, Lead Sources, Campaigns and Field Configuration work together to help your team manage customer relationships and property enquiries.

Contacts: The people you work with

A Contact represents a person, such as a buyer, seller or business partner.

Their contact record brings together information such as contact details, property preferences, assigned agent, notes and activity history. It helps your team maintain an ongoing relationship with that person.

Example: James Wilson is a prospective buyer looking for a four-bedroom home in Box Hill. His contact record holds his details and buying preferences.

Leads: The enquiries you receive

A Lead represents a property enquiry or expression of interest.

RealtyCMS automatically syncs enquiries from Domain and realestate.com.au (REA) into your CRM. You do not need to enter these enquiries manually. Your team can review the enquiry, confirm the assigned agent and update its status as the conversation progresses.

Example: James submits an enquiry about a house and land package on Domain. That enquiry is automatically synced to RealtyCMS as a lead.

What is the difference between a Contact and a Lead?

The Contact is the person. The Lead is their enquiry. The same person may enquire about different properties over time.

Lead Sources: Where enquiries originate

A Lead Source identifies the listing, form or other source behind an enquiry.

It can include a source name, URL and relevant property information, helping your team understand what the customer was viewing when they expressed interest. RealtyCMS also lets you create and share lead forms to collect enquiries.

Example: The Domain listing that James enquired about is the lead source.

What is the difference between a Lead and a Lead Source?

The Lead is an individual enquiry. The Lead Source is where that enquiry came from. One listing or form can generate enquiries from multiple customers.

Campaigns: The emails you send to customers

A Campaign is an email communication sent to a selected group of contacts.

Use campaigns to share project announcements, recommend properties or keep customers informed. You can filter recipients, add project information, personalise your message, save a draft and send a test email before sending the campaign.

Example: Send an email introducing a new Box Hill project to James and other buyers with similar preferences.

Leads capture incoming customer interest. Campaigns help your team reach out to customers proactively.

Field Configuration: The information your CRM records

Field Configuration lets you customise the fields used in Contacts, Leads and Lead Sources.

You can add custom fields, manage selection options and adjust field order and visibility to suit your team’s workflow.

Example: Add a Preferred Language field to contact records, or create a Follow-up Status field with options such as New, Contacted and Appointment Scheduled.

Field Configuration defines the information your team can record. Individual customer details and enquiry information are entered or updated within the relevant CRM records.