Introduction to CRM - Customer Relationship Management Systems | Class

Hello, this is Bruce and this is my first YouTube class and today's theme will be the

customer

relations

management

software and in this video I will be talking about why you need CRM. The whole business is about people, but particularly when we are dealing with people who are really talking about

relationship

s and, with that, I mean what they have found that all business experts is that the number one costs companies a lot A year of a year of a year, however, they only discovered that they have only passed through the door. Back at the door, but how they get these existing clients to return to the door that has to nurture the

relationship

with the client, it is an excellent way of thinking about it is that you want Business people.

Now he probably knows that many times the best business is mouth to mouth than the derivation of one of these people to one of these people is the best type of business he can obtain, but the thing is that when people have a great experience with the business, they only tell some people when they have a bad experience with their business, many people will say, so this is an area in which CRM arrives at the same time that it is put into play at their part of their part, what is in the first State, which is a good moment that is played in which your client is played.

Client, so that will be sales marketing and also C

customer

service of C These are the people who are in the front line every day they deal with their customers and these are the people who want to have a great relationship with these customers, but it is not always possible and if you are not using a CRM system, I will only cover some of the things you will lose and, depending on which I will liquidate the blackboard here. Having in a single sales manager Tom the three report Tom, but without a CRM system, maybe Bob USA outlook to maintain her contact information on the name phone number, maybe some notes of such things that Mary does not like outlook, instead, uses excellent, she keeps all her information on a spread sheet John here in the other Token does not like Excel does not like Outlook Evernote and Poor Tom your mission in life, so that it is supposed to know that your vision, your vision does not like outlook.

Who has to do everything Mary has done everything she does? Going out the door has his contacts with him, Tom does not know what to do at that time those contacts have left or may keep them in Aoll. Actually, people still use a Rolodex this day when those contacts are missing, they went out through the door, UM also compile the data, since we are missing, we do not know, we do not know, so that it is preparing the order, it is not happy with something that we do not know this in the turn. The data is here and are here and is here and is here and is here and is here decentralized that you cannot build reports on it, you cannot quantify your business, you cannot predict that everything is similar, we are maintaining different data sets, maybe she has no notes, she does not like to take notes.

Holes in the information, even when you start trying to hit everything, from spreading sheets, Outlook Evernote Rolodexes, is a disaster, what else do we lose by not using this system? A severe point we are not seeing those early trends UH Amazon is a good example of doing many things with the

management

of the relationship with the client and the big data and the analysis suggested products that are suggested that something with the CRM CRM CRM tool can see what is happening, what else do we lose well? A sales call to this customer, but what he did not know was that the customer had just left the phone with Tim in the customer service and was angry with the really really angry company because something was wrong with the product, there was a lack of communication, something like unnecessary to say that this is a bad day for this seller here, here a salt system had been established.

Even making a special offer or some kind of treatment to recover this business, but I did not know that it receives an ear of the client that entered it, a totally blind situation that is something that a CRM system can help eliminate because all these functions of the main office are linked in an orderly package of what we really talk about a year of 360. They have had all the products they have bought, etc., that the view of 360 ° is what a CRM system is much What happens if it happens if we do not have a CRM system if we do not know if the client had a bad experience, let's say that with the customer service, he had a bad experience, perhaps with the delivery with the delivery.

When stop talking to you, they stop sharing with you and can see that through the aging of emails, etc., so that is another area in which CRM

systems

are designed to help finally improve, the sales manager cannot predict that this is supposed to be a funnel that is quite pathetic, but you have the idea that the sales manager cannot forecast a sales funnel The status of all agreements how many, the amount of an amount of dollars in which they are in the sales process, unless it is a sales process, unless it is, less. Uh a a A Comegument before and I consulted in this area about its sales process if your sales process does not flow in paper, you will not be able to build a CRM um um system around it, so the implementation of a CRM system is that Ianes takes the time that time is taken analyz Process, etc ..

CRM offers you the first thing is that you have to understand that they are of a modular nature, so if we think about it in this way, we are going to build this circle there the first and most important module is its contact module, the contact record in the CRM system in the CRM system is the part in which everything that is linked and revolves around the system that can now be attributed to a type of contact. It comes in a couple of different business flavors to business consumer busines History of any document that has sent any email that has sent any phone call at a later time, etc.

In the past, there is another example of what there should be any document that has sent that would be in the contact register if they are linked to an account who is that account if it is linked to a supplier that this supplier is any pending appointment that may have for them for any other type of opportunities they have in the CRM system, which can have a number of activities of activities, which can have a number of activations of activities, which can have other types of modulations. Help if I learn how to delight activities is like any email monitoring call of UM that you want to send, etc., there are also the opportunities that they are linked to these opportunities are when you are negotiating with them about the purchase of additional products or services, but it is not a treatment made that follows that opportunity through the sales cycle.

But these are some of the main modules that you will find in the modern CRM system, so a CRM system allows you to do, then it allows you to build on these relationships that turn in the contact record in the CRM system that is what helps it to relate all this information that a CRM system can also also say that Google applications can integrate it here. Here in all the way that contact data can be integrated with all these different platforms that speak from one side to another, now let's talk a little about one of the main benefits of CRM is in the form of automation.

Let's talk about the automation of a second. Configure in what place that information that contacts that lead information enters the CRM system fills it and that automatically responds the emails that give you the thanks for you who know that visiting our website here is the information requested and we will have a seller who puts in touch with you in the next 24 hours. Suppose the CRM system would also look at the dam, for example, he said he leads. Send any initial information that begins to the parenting process when observing the postal code that assigns that it leads to Bob and we told Bob Hey that he needs to call this person here is a product or service that is interested in this was done without human intervention, this is one of the things that CRM is so great that we want to play that the client and we often want to do it in a time base, so we want the activities to be covered Of everything and we want them to be covered with all of us who want to maintain a complete story and that we want them to be covered with all of us who want to maintain a complete story and that we want them to be covered with all of us who want them to be covered with all those who want them to be covered with all of us who want to maintain a story.

CRM System Another thing for which I use it is for the raising of lead now I will not go to all my gifts my secrets, but I will tell you that I describe the leads they use was called Bant, what does Bant mean? The budget authority needs time b an and we assign the client a score based on the answers to the Bant questionnaire that is integrated into the CRM system, so we know if we know if we have a hot or hot and cold To do so and that is baked in the CRM system, so we obviously want to work with potential customers and that can design the personalized looks or opinions in their CRM, so when a salvo that comes out in the morning, which sees those who see the days.

I have to do it again immediately, this was done automatically without human intervention. One of the great challenges for any sales organization, UM, monitoring, ensures that you handle things in a timely manner, is it ensuring that your client receives the information that requested that they receive the marketing guarantee? And they want to maximize income based on that campaign, so it is easy for people to get lost in confusion, but it is also easy for their current customers to get lost in confusion, so if we are in the middle of a really expensive campaign, it is possible that they have forgotten that they have forgotten that six months ago in Outlook to call Mary Smith, which in July, what do you know daily?

Leaf or registration of daily activity and see what we are supposed to do and that is one of the benefits of CRM because when programs an activity with the client that is registered synchronized and registered in the CRM system, so that is another benefit of the data of a CRM system, it is quite easy, easy to start with a large amount of data and one of the big problems is the duplicate of the CRM data that contain the CRM tools that contain the tools of CRM Containing the CR CR software contains a set. So, then you have Bob Smith Bob Smith Bob Smith in some way that has three records in the CRM system and it happens all the time, believe me, it simply does the way in which the DDOP function works in these, since each contact record is composed of the fields and it is the heart and soul CRM is a relational datab Private registration and, therefore, the telephone number, and, for example, the number of phones at this time, the Bob Smith number that produces the Bob Smith number that is updated is made.

To replace this and this exchange of things to the most recent information in all fields and then we will merge them in a particular record, thus eliminating the multiple duplicates that a wonderful tool can have, it is likely that it is more difficult to use than it is what there are no other things that you can use that you can really prevent it from being doubled more than accelerating. CRM has begun to address a large wig is social, its customers on Facebook Twitter, maybe Instagram could be a lot of other CRM

systems

today, will allow you to follow your customers to your suppliers, etc.

This will be my poor state of poor poor of the United States if UH with the geographical data pattern that coincides with it allows you to start seeing where you have large pockets ofSales that was not really aware and that will help explore what is happening there in these different areas of the country that perhaps geographically you were not what moves them. The territories and they could simply be due to the fact that you have a really agreed to sell this product, but notice that the other products that are not sold because they are not so good in that, so it helps you work with the sellers, and the companies spent a lot of money on marketing campaigns.

They want to convert that investment of $ 10 to $ 30, that is what they are looking for, so they are acquiring potential customers, maybe they will exchange fairs, they may be executing advertising on the Internet, maybe they are making Facebook publications that they are blogging, are they running the good fashion newspaper television ads, etc., but are that what they are looking for? The campaigns once you begin to obtain potential customers that enter the CRM system are put in the Com Uh Com campaign groups in a campaign group, so we can start monitoring the results that you know we will send you to send you an email, which we are going to make the phone calls can send a direct email.

Do everything on the phone in general, in general, you cannot do everything by regular mail, it generally cannot do everything by television commercials, in general, you cannot do fax marketing all the time, in general, what is needed is a combination of things and that is another key benefit of a CRM system because it can execute multiple campaigns simultaneously and track the results with the CRM systems on my modules that have a record of their accounts. Module to Leads module that will hope will turn potential customers into UH contacts you can call them suspected prospects or whatever a help table module Price book module a contribution module A module of activities to program things such as monitoring calls, etc.

For and share information with your accounting software that is used, which is something that you want to see what happens in a great way now that we have given this general description of CRM this general description of 30,000 feet of CRM. The CRM system in the premise can be quite expensive depending on the software that you buy, so with a lodged solution you can enter the game very quickly and reach the march through a low input rate, the low, of course. This will sound crazy. I have seen one, this is what they asked for a user $ 139 per month per user that is quite steep, UM, the one who uses is executing me $ 38 per month per user, so it is among their investment, which makes the CRM system of money keep me.

The entrance level and maybe it does not, and it lacks some modules and then the B is the professional version of the PRO and has the modules and more and then the company has and perhaps it has that this is missing a couple and then it has the one who has the entire enchilada and that is that sometimes they depend on the product being looking at that they also have several other ways in which it is taken into account that it has to be careful. Storage concerts as part of your plan and if you are collecting many documents and you are scanning things and attached records, it is not difficult You must be very careful and, I think, I think that gives you an overview of a CRM system what does what you can do for you and what any question offers, please put in the comments below.

I thank you for watching this video and I said that this is my first class.