Congratulations! You’ve finally followed through on your dreams. (Or perhaps, you’re just fed up with the corporate world and want to do something differently.)
Regardless of your motivation, you’re now the proud owner of a new business, and you’re probably thinking “What's next?”
Luckily, this blog post breaks down some of the first things you’ll need to do as a small business owner, including building a business plan, setting up tax, finance, marketing, scaling your business, and so much more.
We’ve split this guide into chapters, so you can jump into whatever step you need.
There are seven steps we've created in this guide. Feel free to use the anchor links on the left-hand side to jump to the section you need.
Step 1: Business strategy and planning – your roadmap to success
Planning is crucial to business success. Studies show that businesses with a documented strategy are significantly more likely to meet their goals. Taking the time to outline your approach now will increase your chances of long-term success.
If you’ve done this already, skip to step two.
Why you need a business plan
Here’s why it matters:
✅ Clarity – Define what you do, who you serve, and how you’ll make money
✅ Focus – Avoid chasing every opportunity and concentrate on what’s most important
✅ Profitability – Understand your costs, pricing strategy, and how to stay financially healthy
✅ Scalability – Set yourself up for long-term growth instead of firefighting BAU stuff.
“Think of a business plan as your safety net. It doesn’t have to be 50 pages long—just enough to clarify your market, pricing, and how you’ll find customers. The more detailed and focused you are at the start, the fewer headaches you’ll have later.”Duncan Stockdill Capsule CRM co-founder
What to include in your business plan
It’s a misconception that you need an MBA or business degree to create a business plan. Anyone can do it. To focus, start with these key questions:
- Who is your target audience? (Describe your ideal customer and their pain points.)
- What problem do you solve? (Define the value of your service.)
- How will you make money? (Pricing model—hourly, fixed fee, retainer?)
- Where will you find customers? (Marketing and sales channels.)
- What are your costs? (Office, software, staff, taxes?)
- What does success look like? (Your goals for the first 6-12 months.)
This doesn’t have to be an extensive novel. A one-page business plan is enough to get you through setting up in the initial months.
Having founded Capsule, and worked with many small business owners over the last 15 years, Duncan has this advice:
“I see too many business owners struggle simply because they don’t price their services properly. When creating your business plan, ensure you understand the true cost of running your business—not just the time you spend with clients, but admin, taxes, and software costs too.”Duncan Stockdill Capsule CRM co-founder
Tip: Keep it flexible. Your business plan isn’t set in stone. As you start working with clients, you’ll learn what works and what doesn’t. Adjust as you go.
Key takeaway: Spend 30 minutes drafting a one-page business plan. It’s better to have a rough plan than no plan at all.
Step 2: Business setup and legal considerations – building solid foundations
Getting your business structure, finances, and legalities right from the start is crucial. Nearly half of small businesses don’t make it past five years, often due to financial mismanagement and legal roadblocks.
Taking time to set up your business properly can prevent costly mistakes down the road.
Choosing a legal structure
Your business structure affects everything from taxes to liability. In the UK, you have a few key options:
- Sole trader – The simplest option. You keep all profits but are personally liable for debts.
- Limited company (Ltd) – It involves more admin but comes with better liability protection and potential tax benefits.
- Partnership – If you’re starting with someone else, this defines how you split profits and responsibilities.
“Many small business owners default to becoming sole traders because it’s easier. But if you plan to grow or separate personal and business finances, a limited company may be a smarter choice.”Clare Guerin CFO, Capsule CRM
Registering your business
Depending on your chosen structure, you’ll need to register with HMRC (for sole traders) or Companies House (for Ltd companies). If you expect to earn over £90,000 per year, you should also consider VAT registration.
📌 Action: Visit GOV.UK and complete all necessary registrations.
Business banking and finances
Even if you’re a sole trader, keeping business and personal finances separate is a good idea. Here’s what you need:
- A business bank account – required for Ltd companies, recommended for everyone
- Accounting software – consider Xero, QuickBooks, or FreeAgent for tracking expenses and invoices
- Payment methods – set up Stripe, GoCardless, or direct bank payments for easy client transactions.
“One of the biggest mistakes new business owners make is not tracking cash flow properly. Even a profitable business can fail if it runs out of money.”Clare Guerin CFO, Capsule CRM
Business insurance – do you need it?
Most professional services businesses need at least some insurance. Consider:
- Professional indemnity insurance – Covers mistakes or negligence in your work
- Public liability insurance – pays for accidents involving clients or third parties
- Cyber insurance – Protects against data breaches if you store client information.
📌 Action: Get quotes from providers like Hiscox, Simply Business, or Direct Line.
Legal contracts and compliance
Even if you trust your clients, having the right paperwork protects you. Make sure to have:
- Client contracts – Outline payment terms, scope of work, and liabilities
- GDPR compliance – If you handle personal data, ensure you have a privacy policy and data protection measures
- Intellectual property protection – If your business name or content is unique, consider trademarking it.
Many small businesses don’t realize that GDPR applies to them. If you’re collecting customer emails, you need to handle that data responsibly and comply with the law.
Key takeaway: Getting your business structure, banking, and legal compliance right from the start saves time, money, and stress in the long run.
Step 3: Branding and online presence – making a strong first impression
A strong brand and online presence are essential for attracting and retaining clients. Your branding is more than just a logo—it’s how customers perceive your business and what makes you stand out.
Building a brand identity
Brand consistency isn’t just about aesthetics—it directly impacts your bottom line.
Businesses that maintain a clear and consistent brand identity see significantly higher revenue growth. From your logo to your tone of voice, consistency builds trust and recognition with your audience.
- Business name and logo – Choose something memorable that speaks to your business
- Consistent brand voice – Define how you communicate in marketing materials and client interactions
- Company values – What does your business stand for? Authenticity builds trust.
- Visual identity – Consistent colors, fonts, and design elements that reflect your brand personality.
📌 Action: Create a simple brand style guide covering colors, fonts, and messaging. If you don’t have the skills to do this, consider hiring a brand marketing consultant.
“A strong brand isn’t just about aesthetics—it’s about perception. Customers will trust and remember a business that presents itself consistently across all channels.”Emily Morgan CMO, Capsule CRM
Creating a professional website
Your website is often the first interaction potential clients have with your business. A poorly designed or outdated website can put off prospects before they even contact you. Make sure your website includes:
- A clear description of your services – Visitors should immediately understand your offer.
- Contact details and a call-to-action (CTA) – Make it easy for potential clients to reach you.
- Testimonials or case studies – Social proof adds credibility and reassures potential clients.
- SEO optimization – Ensure your site is optimized for search engines to improve your visibility.
📌 Action: Build a website using platforms like WordPress, Wix, or Squarespace. Optimize it for speed and mobile usability.
“Your website is your digital storefront. If it’s cluttered, slow, or difficult to navigate, you’ll lose potential clients before they contact you.”Emily Morgan CMO, Capsule CRM
Using social media and content marketing
Social media isn’t just for big brands—it’s a powerful tool for small businesses too. Choose platforms that align with your audience and focus on providing value.
- LinkedIn – Ideal for B2B services, thought leadership and networking
- Instagram and Facebook – Great for visual brands and engaging directly with customers
- X – Useful for industry news and monitoring trends
- Blogging and video content – Share insights and establish thought leadership in your niche.
📌 Action: Create a content calendar and plan regular updates on the platforms where your audience hangs out.
“Consistency is key in content marketing. Even posting once a week with valuable insights can help position you as an industry leader.”Kinga Edwards CEO, Brainy Bees
Key takeaway: A strong brand identity, a professional website, and strategic content marketing build trust and attract clients. Maintain consistency across all channels to enhance credibility and engagement.
Step 4: Client acquisition and networking – getting your first customers
Setting up your business and brand is only half the battle. Now, you need to bring in clients. Effective client acquisition strategies help you generate leads, build relationships, and establish a steady flow of work.
Building a strong network
Networking is one of the most effective ways to find new business opportunities. Here’s how to make meaningful connections:
- Attend industry events and meetups – face-to-face interactions help build trust and credibility
- Leverage LinkedIn – connect with potential clients and share valuable content
- Join local business groups – Chambers of Commerce, co-working spaces, and mastermind groups can be great sources of referrals
- Ask for introductions – your existing network may have valuable people to meet.
📌 Action: Identify one event or networking opportunity to attend in the next month.
“Networking isn’t about selling—it’s about building relationships. The more value you provide to your network, the more opportunities will come your way.”Steve Ledgerwood CEO, Capsule CRM
Referrals and word-of-mouth marketing
Happy clients are your best marketing tool. Encourage referrals by:
- Delivering excellent service – Clients are more likely to recommend businesses they trust
- Creating a referral program – Offer discounts or incentives for referrals
- Asking for testimonials – Social proof is powerful
- Following up with past clients – They may have more work or connections to send your way.
📌 Action: Reach out to one past client for a testimonial or referral.
“Most of my best clients have come from referrals. If you provide great service and ask for recommendations, your business will grow faster than any ad campaign could achieve”Tom Parker Founder, The Sales Architect
Cold outreach and lead generation
While referrals and networking are great, sometimes you’ve got to be proactive in finding clients. Consider:
- Email outreach – Personalized messages work better than generic pitches
- Cold calling (when appropriate) – Not always necessary, but can be effective for some industries
- Lead magnets – Offer free resources like ebooks or consultations in exchange for contact details (or leave them ungated)
- Partnerships – Work with complementary businesses to reach new audiences.
Top tip: Use Capsule CRM – Tools like Capsule CRM are instrumental in lead generation. They’re the backbone of every small business and they’re like your “business brain.”
Capsule CRM helps you sell more effectively. You’ll be able to easily build prospect lists, automate follow-ups and get deal status at a glance.
You’ll better manage your contacts, and Capsule CRM helps you manage your communications with prospects and customers.
Our CRM also manages your day-to-day tasks with easy-to-use and powerful project management tools.
Try our 14-day free trial, and evaluate Capsule at your own pace.
Top tip 2: Automate email marketing with Transpond – Transpond is another tool that’ll help you with your client acquisition and networking.
Schedule personalized emails, nurture leads, and track engagement to convert more prospects into customers.
📌 Action: Draft a short, personalized outreach email to a potential client and track interactions using Capsule CRM and Transpond. Here are some tutorials on how to do both:
“Cold outreach works when it’s relevant and personal. Show the person you’re selling to that you understand their needs and how you can help. Companies that nurture leads make 50% more sales at a 33% lower cost. A CRM like Capsule helps you stay organized and ensures you don’t miss any opportunities. Meanwhile, Transpond allows you to automate and optimize email engagement to increase conversions.”Tom Parker Founder, The Sales Architect
Key takeaway: Strong relationships and strategic outreach bring in clients. Use networking, referrals, Capsule CRM, and Transpond to grow your business efficiently.
Step 5: Service delivery and client retention – keeping customers happy
Retaining existing customers is far more profitable than constantly acquiring new ones. Even a small improvement in customer retention rates can lead to significant profit growth.
Focus on delivering excellent service, personalizing experiences, and maintaining regular client engagement.
Delivering exceptional service
Consistency and professionalism are key to providing a great client experience. Ensure you:
- Set clear expectations – Define deliverables, timelines, and communication channels from the start
- Maintain regular communication – Keep clients informed and engaged throughout projects
- Go the extra mile – Small gestures of goodwill can make a big impression
- Gather feedback and adapt – Listen to client concerns and continuously improve your services.
📌 Action: Check in with an existing client to ask for feedback on their experience.
“Clients value transparency and communication as much as the service itself. Keeping them in the loop builds trust and loyalty.”Keith Weir Head of Customer Success, Capsule CRM
Using technology to enhance service delivery
Technology is instrumental in helping streamline business operations. You’ll be able to deliver better-quality service. Try these tools:
- Capsule CRM – Track client interactions, manage projects, and maintain records for a seamless experience
- Transpond – Automate follow-ups and keep clients engaged with personalized email sequences
- Task management tools – Use Capsule CRM, Trello, Asana, or ClickUp to stay organized and meet deadlines
- Scheduling software – Tools like Calendly simplify meeting coordination.
📌 Action: Set up a CRM workflow in Capsule to manage client communications efficiently.
“The right tools help you stay organized and proactive, ensuring clients receive a smooth and consistent service.”Tom Parker Founder, The Sales Architect
Building long-term client relationships
Satisfied clients are more likely to return and refer others. Strengthen relationships by:
- Providing ongoing value – Share industry insights and helpful resources (like this blog post :P)
- Checking in regularly – Show genuine interest in their business and success
- Offering loyalty incentives – Discounts, exclusive offers, or priority service can encourage repeat business
- Handling issues proactively – Address concerns promptly to maintain trust.
📌 Action: Identify one way to add extra value for your existing clients this month.
“Strong customer relationships don’t happen by accident. They require consistent effort, communication, and added value.”Keith Weir Head of Customer Success. Capsule CRM
Key takeaway: Keeping clients happy leads to long-term success. Deliver great service, use tools like Capsule and Transpond, and nurture strong relationships to encourage repeat business.
Step 6: Scaling your business – growing sustainably
Once you have a steady stream of clients and reliable service delivery, the next challenge is scaling your business. Growth should be intentional and sustainable, ensuring you maintain quality while expanding your reach.
But scaling a business is challenging, and many companies struggle to grow beyond a small team. To scale successfully, businesses need solid systems, clear delegation strategies, and the right technology in place to support growth.
Knowing when to scale
Scaling too quickly can be as harmful as not growing at all. Look for these signs that indicate you’re ready to expand:
- Consistently high demand – You have more work than you can handle.
- Stable cash flow – Your business is financially secure with predictable revenue.
- Proven processes – Your operations are efficient and scalable.
- Strong client base – You have repeat customers and steady referrals.
📌 Action: Evaluate your workload and cash flow to determine if it’s time to scale.
“Scaling isn’t just about increasing revenue. It’s about building a sustainable infrastructure that supports long-term growth.”Steve Ledgerwood CEO, Capsule CRM
Expanding your team
As your workload grows, hiring the right people can help you scale efficiently. Consider:
- Outsourcing non-core tasks – Virtual assistants, accountants, or marketing specialists can free up your time.
- Hiring full-time employees – If demand is steady, bringing in dedicated team members ensures quality and reliability.
- Using freelancers or contractors – Flexible options for project-based work.
- Developing a strong onboarding process – Training new hires efficiently maintains consistency.
📌 Action: Identify one task you can delegate or outsource to focus on high-value activities.
“Hiring too soon can drain resources, but waiting too long can hinder growth. The key is to find the right balance and hire strategically.”Emily Morgan CMO, Capsule CRM
Automating and streamlining operations
Technology plays a crucial role in scaling efficiently. Implement tools to automate and streamline tasks:
- Capsule CRM – Manage customer relationships and automate follow-ups.
- Transpond – Scale email marketing campaigns and nurture leads effortlessly.
- Accounting software – Tools like Xero and QuickBooks simplify financial management.
- Project management tools – Asana, Monday.com, or Trello keep teams aligned and projects on track.
📌 Action: Automate one recurring task to save time and increase efficiency.
“Automation isn’t about replacing people—it’s about empowering teams to focus on what truly matters.”Anna Dick CTO, Capsule CRM
Expanding your market
Growing your business doesn’t just mean increasing workload—it can also mean exploring new markets. Options include:
- Launching new services or products – Address additional pain points for your existing audience.
- Expanding to new locations – If your business has local demand, consider other regions.
- Targeting a broader audience – Adjust marketing strategies to reach new demographics.
- Partnering with complementary businesses – Joint ventures can open new opportunities.
📌 Action: Research one potential growth opportunity that aligns with your business.
“Expanding into new markets requires careful planning—what works for one audience may not work for another.”Steve Ledgerwood CEO, Capsule CRM
Key takeaway: Scaling requires strategy, efficiency, and the right support. Invest in automation, hire strategically, and explore new markets to ensure sustainable growth.
Step 7: Maintaining momentum and long-term success
Scaling your business is a major achievement, but sustaining that growth requires continuous improvement and adaptability. Long-term success depends on staying relevant, refining strategies, and maintaining a strong client base.
Continuous learning and adaptation
The business landscape is always evolving. Keep your company competitive by:
- Staying informed – Follow industry trends and be aware of new opportunities.
- Seeking feedback – Regularly ask clients and employees for insights on how to improve.
- Investing in professional development – Upskilling yourself and your team ensures long-term success.
- Reviewing business performance – Regular audits help identify strengths and weaknesses.
📌 Action: Set aside time each month to review key performance metrics and adjust your strategy accordingly.
“The most successful businesses don’t just set goals; they consistently refine their approach to meet changing demands.”Steve Ledgerwood CEO, Capsule CRM
Strengthening client relationships
Your existing clients are the foundation of long-term success. Retaining them is just as important as acquiring new ones. Ensure ongoing engagement by:
- Providing continued value – Offer insights, updates, or exclusive deals.
- Personalizing interactions – Show appreciation for loyal customers.
- Regular check-ins – Stay connected and address any concerns proactively.
- Expanding offerings – Identify additional services or products that meet evolving needs.
📌 Action: Send a personalized message or offer to a long-term client this week.
“Loyal customers are the backbone of any business. Keep them engaged, and they’ll keep coming back.”Dan Duran Head of Marketing, Capsule CRM
Final thoughts and next steps
Building and growing a business is a journey filled with challenges and rewards. Each step—from planning and branding to scaling and retaining clients—plays a critical role in long-term success.
Key takeaways:
- A clear strategy sets the foundation for sustainable growth.
- Effective networking, strong branding, and streamlined operations drive success.
- Tools like Capsule CRM and Transpond help manage relationships and automate processes.
- Continuous learning and adapting keep your business relevant.
📌 Final action: Review the steps in this guide and identify one key area to focus on improving in your business today.
Success isn’t about reaching a final destination—it’s about continuous evolution. Stay proactive, embrace change, and keep building a business that thrives for years to come.
