Top Producer® 8i CRM: Follow-up Coach

Okay, so you know that consistent communication with core groups is key to achieve repeat business and referrals, but you’re busy. We get it! Coming up with a system that can help you reach out to just a few a day would help, right? That’s what we’ve done! Each day we’ll give you 5 clients you should connect with and suggest actions based on your relationship. All the details are right in front of you, so follow-up is a snap, and when you’re done, just wrap it up and schedule the next touchpoint! If you try to follow up with just 5 a day, you’ll reap the benefits later!

How we choose the contacts you should connect with


  1. We split your database into groups.

    See groups
    past-client Past client If you’ve assigned the Past client contact type, set their pipeline status to Closed, or created a listing/closing for them, they’re a past client to us.
    sphere-of-influence Sphere of influence If you’ve assigned the Sphere of Influence contact type, we know they’re part of your sphere. (Make sure the contact type you assign contains the word “sphere”. See the FAQs below for details.)
    new New Any leads you enter into the system, receive from your lead providers, and assign a pipeline status of New.
    import Import Any contacts you’ve imported into Top Producer CRM.
    everyone-else Everyone else Anybody else who doesn’t meet the above requirements. We’ll make sure important clients don’t fall off your radar.


  2. You set how often you want to connect with each group.

    See how

    Click Home from the main menu to view the Follow-up Coach, then click Why these contacts? (If the Why these contacts? link doesn’t appear, just click the right here link on the left side.)


    In the Last action was more than column, select how often you want to connect with each group. For example, set that after 90 days of taking action with a past client, you want us to remind you to follow up.



  3. We keep track of actions you take with your contacts. When the last action reaches the number of days you set in step 2, we’ll start to remind you to follow up.

    See actions we pay attention to

    Any time you do any of the following, we think you’ve connected with a contact:


  4. Also: If you subscribe to Market Snapshot, Follow-Up Coach will automatically identify contacts that you might want to send a Snapshot to (that don’t already have one), and identify contacts that have already received a Snapshot but have not yet viewed it.

Following up

Each day, the Follow-up Coach will provide you with contacts you need to connect with. (Just click Home from the main menu to view it.)


Click a contact card to view their details, so you can give them a quick call or Send an email.


When you’re done, wrap it up by recording the details and scheduling the next follow-up. See the continuous cycle you’ll create if you do?


Why should I use Follow-up Coach?
You know how important it is to consistently keep in touch with your past clients, sphere and all your other contacts. Follow-up Coach takes the guesswork out of who you need to contact and when. Each day we’ll give you 5 you should connect with, and all you have to do is the important part—follow up! You’ll reap the benefits if you do!


How does Follow-up Coach determine who I need to connect with?
We know who’s who in your database and the last time you took action with them. Based on this information, we provide 5 a day you should reach out to. All you need to do is set how often you want to connect and make sure you’re organizing your database (by assigning contact types and pipeline statuses).

For more details, see the How we choose the contacts you should connect with section above.


How accurate is the data? Are these the top people I need to contact?
Since we base the contacts you should connect with on information you enter in your database (contact types/pipeline statuses you assign, listings/closings you create, etc), the Follow-up Coach is very accurate. To see how we determine who’s who in your database and the last time you connected with them, see the How we choose the contacts you should connect with section above.


Is there a priority put on certain groups?
Yes, to help you generate repeat and referral business, we put past clients at the top of the list, followed by your sphere. Next up are new leads (because consistent contact is key), and then contacts you import (so you can organize them and make your database profitable). Last but not least is everyone else that doesn’t fall into these categories. We don’t want important clients falling off your radar.


How do I set how often I want to connect with each group?
You do this from the Settings area in the Follow-up Coach. For details see step 2 in the How we choose the contacts you should connect with section above.


How do you figure out how long it's been since I've contacted a client? I see the Last action date in the Follow-up Coach, but what actions trigger this?
We consider the following actions indicate you’ve connected with a client:


I assign the “SOI” contact type to my sphere of influence. I don't use the default “Sphere of Influence” contact type. Will Follow-up Coach recognize my sphere when checking my database?
If your contact type contains the word “sphere”, Follow-up Coach will display contacts from your sphere to follow up with. However, if your contact type does not contain the word “sphere”, unfortunately Follow-up Coach won’t recognize these contacts as part of your sphere.

Don’t worry though, it’s easy to fix. Follow these steps to assign a “sphere” contact type and don’t forget to use this going forward.

    1. Go to Contacts > Search for Contacts.
    2. In the Contact Type field, type SOI (or whatever contact type you use for your sphere) > click Search.


    1. From the Search Results list, select the contacts you want to change and then click Mass Update.
    2. In the Contact Types field, select a contact type that contains the word “sphere” > click Update Contacts.


Follow-up Coach will now recognize this group as your sphere, and will frequently suggest you reach out to them.


The Follow-up Coach isn't displaying any contacts I should connect with. How do I fix this?
Tip 1:

As you’re entering contacts into the system, make sure you’re assigning contact types (past client, sphere of influence, etc).


Tip 2:

This one is similar to the above. Make sure you’re setting the contact’s pipeline status as you go along. The pipeline will help you quickly identify where a contact is in the lead lifecycle.


Tip 3:

As you receive new leads, make sure you add them to the system (and assign the New pipeline status). Also, make sure you set up your lead providers so your leads automatically appear in Top Producer CRM.


Tip 4:

Importing contacts into Top Producer CRM is a great way to get contacts into your database, and we’ve got a really easy tool for you to use! (After you import contacts, make sure to follow tips 1 & 2 above!)



If I send an email from the contact view in Follow-up Coach, which of my email addresses will be used?
The email address you entered in the My Account area will be used.



After I send an email from the Follow-up Coach, where can I view it?
The email will appear the Activities tab in the contact’s record.

    1. Open the Contact Record of the person associated with the email, and then click the Activities tab.
    2. Select Complete from the Show drop-down list, and then click the View email messageview-email-icon icon to view the email content.



I want to add my own email templates to use in the Follow-up Coach. Can I do this?
Yes, it’s easy! Just go to Marketing > Template Library. Click Email Library > and from the Show Category drop-down select Follow-up coach quick response emails.

From here you can modify our templates or create new ones. Just make sure you save the template in the Follow-up coach quick response emails category and you’ll be good to go!


Can I create my own custom rule for the Follow-up Coach to use?
No, currently it’s not possible to create your own custom rule.


I'm a team lead. Will the contacts listed in the Follow-up Coach include my team members' as well?
No, the Follow-up Coach will only display any unassigned contacts and the contacts that are assigned to you.


What happens if I click Skip for now on a contact?
The contact won’t start appearing in the Follow-up Coach again until the number of days you specified in the Settings.


Log in to view Follow-up Coach.

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