A holistic view of the Agency OS we're building — what it is, how it's structured, the customer-journey workflow, the pipelines, the SOPs, and where AI plugs in. Built to align on the whole system before deep implementation.
The vision, the front-of-house (CRM) ↔ back-of-house (platform) split, the 3 pillars + AI layer, the entity glossary, and the CRM-0→CRM-6 build roadmap.
Open →The end-to-end workflow in 9 stages — capture → qualify → nurture → convert → onboard → deliver → bill → collect → retain — with owner, objects, AI assist & SOP per stage.
Open →App sitemap/navigation, the entity-relationship data model, and the headless-Payload + custom-Next + Postgres tech structure with RBAC roles.
Open →The sales pipelines (New Business · Renewals & Expansion) with per-stage criteria, and a proposed delivery pipeline per service line.
Open →Standard operating procedures — intake, qualify, close, onboard, monthly delivery, invoicing, dunning, renewal — each step with owner, CRM action & AI assist.
Open →Where integrated AI plugs into each journey stage — drafting, notes→activity, lead scoring, the in-CRM assistant — tagged near-term vs later, with build waves.
Open →