The customer interface process begins with a lead - the name of someone you think you can introduce something to. Once a lead has been placed in the crm lead system, the software will walk it through the maintaining process. So it's the CRM lead system that will remind you to call someone back on a redetermined schedule.
Each time you interact with a customer , clients ,students etc .you'll record this fact in the CRM lead system so that when you go back to deal with that person again the record is there of precisely what's been said and what actions have been taken. At the same time, the CRM lead system is a repository of voice messsage and send messages. When an interaction with a customer is required, by actioning the interaction from the CRM lead system You have an instant.