October 14, 2024 • 19 mins
Unlock the secrets of Customer Relationship Management systems and elevate your small business to new heights. Imagine transforming your customer interactions with tools typically reserved for larger enterprises—now at your fingertips. Discover how a CRM can revolutionize your operations by acting as a supercharged address book, seamlessly tracking every customer interaction from emails to purchase history. We explore the power of automation, freeing you from mundane tasks like sending welcome emails, so you can focus on what truly matters: growth and building meaningful relationships. Plus, learn how personalizing experiences—like sending birthday discounts—can turn your customers into VIPs.
Selecting and implementing the right CRM is crucial, and we're here to guide you through the process. We discuss the essentials: user-friendliness, scalability, integrations, and affordability, ensuring your CRM grows alongside your business and integrates effortlessly with existing tools. Uncover how the integration of AI within CRMs can preemptively solve customer dissatisfaction and streamline sales funnels. Whether you're running a quaint bakery or a budding startup, our insights will help you harness the full potential of CRM technology to enhance customer engagement and propel your business forward.
Discover how Pinnacle Ai can revolutionize your business operations. Our AI-driven CRM is designed to eliminate inefficiencies, automate tasks, and empower entrepreneurs to focus on growth and innovation. Visit https://getpinnacle.ai to learn more and unlock the full potential of your business today.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
All right, everybody get ready, because today we're
going to dive deep into theworld of CRM.
You know how it can help yoursmall business really take off.
We've got this really coolarticle here that's basically
like a roadmap, you know, to CRMsuccess.
Speaker 2 (00:14):
Yeah, it's a really solid overview, especially for,
like, small business owners whowant to figure out how to
actually make CRM work for them.
Speaker 1 (00:22):
Okay, so first things first.
Let's break down this whole CRMthing.
I gotta say it sounds a littlebit like you know something
those huge corporations use.
Speaker 2 (00:31):
You're not wrong, it can definitely sound that way,
but honestly, crm is foreveryone, especially smaller
businesses.
Think of it like this Imaginethis super powered address book,
right, but instead of justnames and numbers, it remembers
every single interaction youhave with each customer.
Speaker 1 (00:47):
Every interaction.
Okay, I'm intrigued.
Give me an example.
What kind of stuff are wetalking about here?
Speaker 2 (00:51):
I'm talking emails, phone calls, you name it what
they bought, even what they werelooking at on your website.
It's all right there.
Speaker 1 (00:59):
Wow, that's actually pretty impressive, but I'm still
not totally sure why that's soimportant, like how does that
translate into, you know,actually helping my business?
Speaker 2 (01:07):
That's where things get really interesting.
So when all that information isin one place, you start to see
these patterns, these trends youwouldn't believe like which
marketing campaigns are actuallybringing in those high paying
customers.
Speaker 1 (01:20):
Okay, I see where you're going with this.
Speaker 2 (01:21):
It's all about working smarter, not harder
right, exactly, and for a smallbusiness owner, that's gold.
It's like having a cheat sheetfor customer loyalty.
Speaker 1 (01:30):
That actually reminds me.
The article mentions CRMs, kindof leveling the playing field,
helping small businesses, youknow, go head to head with the
big guys, which I thought wasreally interesting because,
let's be real, we always have todo more with less 100%.
Speaker 2 (01:43):
Small businesses are always juggling like a million
things at once.
Right Time resources, you nameit.
A CRM, especially one with goodautomation, can be a lifesaver.
Imagine just handing off allthose tedious, repetitive tasks
to a system that just does itfor you.
Speaker 1 (02:02):
Okay, now that you mention it, automation does
sound pretty tempting.
I'm all about working smarter,not harder.
Speaker 2 (02:05):
Think about it Sending welcome emails,
qualifying leads, evenscheduling appointments All
automated.
It frees you up to focus on youknow what you're actually good
at like building thoserelationships and planning for
you know bigger and betterthings for your business.
Speaker 1 (02:20):
I love that.
Okay, I'm starting to get thebig picture here, but I got to
be honest when I was reading thearticle some of the phrases
like you know, personalizedcustomer experiences it all
sounded a bit like well jargon.
You know, yeah, it soundsamazing in theory, but what does
that actually look like in thereal world?
Can you give me a for instance?
Speaker 2 (02:39):
For sure.
Let's say, you've got thissmall bakery.
A CRM could help you remember acustomer's birthday and
automatically send them apersonalized birthday discount.
Or maybe it analyzes whatthey've bought before and
suggests like a new pastry theymight love.
No more generic marketing plans.
You're creating an experiencethat makes everyone feel like a
(02:59):
VIP.
Speaker 1 (03:00):
OK, that makes a lot more sense now.
So it's not just hopingsomething sticks, it's about
those little details that makepeople feel valued.
You know, those little thingsthat make a small business stand
out.
Speaker 2 (03:09):
You got it and that personal touch which might have
seemed impossible before.
Especially as your businessgrows, it becomes doable with
the right CRM system.
Speaker 1 (03:20):
So we've talked about personalized experiences, but
the article also mentions AI andautomation within CRMs, and I'm
not going to lie, that's whereI get a little intimidated.
I guess.
Is this something I take over?
It's about, you know, usingtechnology to work for you.
Speaker 2 (03:46):
You know, imagine having these superpowers to help
you understand your customersbetter than ever before.
Speaker 1 (03:50):
Superpowers huh, All right, you've got my attention.
Tell me more about theseso-called superpowers.
Speaker 2 (03:55):
Remember when we were talking about CRMs, showing you
those hidden patterns in yourcustomer data?
Well, ai is, like you know,this master detective when it
comes to patterns.
Well, ai is, like you know,this master detective when it
comes to patterns.
It can analyze huge amounts ofdata, way more than we ever
could, and find even thesmallest trends that we might
miss.
Speaker 1 (04:10):
So instead of me like staying up all night staring at
spreadsheets, ai does the heavylifting right, exactly, it's
like having an extra set of eyeslooking out for you.
Speaker 2 (04:20):
For example, an AI-powered CRM might notice
things in customer interactionsthat suggest they're getting
frustrated or even thinkingabout, you know, checking out
the competition.
Speaker 1 (04:29):
Oh wow.
So it's like a preemptivestrike against losing a customer
.
That's huge.
Speaker 2 (04:33):
Exactly With that knowledge you can reach out
proactively, fix things beforethey even become a problem.
No more playing catch up orputting out fires.
Speaker 1 (04:41):
That is pretty amazing.
Talk about staying ahead of thegame, playing catch up or
putting out fires.
Speaker 2 (04:45):
That is pretty amazing.
Talk about staying ahead of thegame.
And that's not all.
Ai can help you figure out whoyour most loyal customers are
and how to reward them, evenpersonalize those marketing
messages even more.
It can even automate your wholesales funnel, which, speaking
of, we should probably explainthat a bit.
Speaker 1 (05:00):
You know, I was just thinking the same thing.
Before we get too far ahead ofourselves, let's demystify this
whole sales funnel thing.
It sounds kind of intimidating,like something only you know
marketing gurus understand.
Speaker 2 (05:11):
It's really not that complicated.
Think of it like a customer'sjourney, from the first time
they hear about your business tothe moment they actually make a
purchase.
And even after that they startat the top of the funnel as a
prospect, and as they learn moreabout what you offer, compare
you to other businesses andfinally decide to buy, they move
down the funnel closer andcloser to becoming a loyal
(05:32):
customer.
Speaker 1 (05:33):
Okay, so it's like a step-by-step process, but how
does automation fit into thiswhole funnel idea?
Speaker 2 (05:39):
Okay, imagine this Instead of you manually sending
every single email, following upwith every lead or figuring out
if a potential customer is agood fit, your CRM can do all of
that for you automatically.
Speaker 1 (05:51):
Okay, well, hold on.
So it does all that on its own.
How does it know what to do andwhen?
Speaker 2 (05:55):
You set it up based on these preset triggers and
rules that you define.
So, let's say, someone signs upfor your email list, the CRM
can automatically send them awelcome email series tailored to
their interests, without youlifting a finger.
Speaker 1 (06:08):
So basically, it's like having a tireless assistant
working 24-7 to like nurturethose leads and guide them
through each stage of the funnel.
Sign me up.
Speaker 2 (06:16):
Precisely, and that's just the tip of the iceberg
when it comes to what AI andautomation can do for your
business.
Speaker 1 (06:21):
Okay, my mind is officially blown.
This is all incredibly cool,but I'm already feeling a bit
overwhelmed With so many CRMoptions out there.
How on earth do I choose theright one?
I don't want to get stuck inanalysis, paralysis, help.
Speaker 2 (06:36):
You're right, it can definitely feel overwhelming.
The article actually has somegreat advice on this.
It says to focus on a few keythings.
First, how user-friendly it is.
Nobody wants to spend hoursbattling with software.
Speaker 1 (06:48):
Amen to that.
I'm all for user-friendly.
What else should we be lookingfor?
Speaker 2 (06:52):
Scalability you want something that can grow with
your business, right?
Speaker 1 (06:54):
That makes sense.
The last thing I need is toinvest in a system that I
outgrow in six months.
Speaker 2 (06:59):
Right.
And then there's integrations.
Can it work with your emailplatform, your accounting
software?
You want everything playingnicely together.
Speaker 1 (07:06):
Like a well-oiled machine.
Speaker 2 (07:08):
Exactly, and, of course, last but definitely not
least, affordability.
We got to make sure it fits thebudget right.
Speaker 1 (07:14):
Absolutely no point in getting a CRM if it puts you
out of business, right.
Speaker 2 (07:17):
Right, you want that sweet spot, the Goldilocks zone
of CRM solutions.
Speaker 1 (07:23):
This has been really eye-opening.
The Goldilocks zone of CRMsolutions.
This has been reallyeye-opening.
But before we dive deeper into,you know, choosing the perfect
CRM, I think it's important totake a step back and remember
that, at the end of the day,this is all about people, right?
100%?
Crm is a powerful tool, butthat's just what it is a tool,
it's about using it tostrengthen those human
connections.
You know, that's where the realmagic happens.
Speaker 2 (07:44):
I couldn't agree more .
Speaker 1 (07:45):
It's so easy to get caught up in all the tech stuff,
the features and all that thatwe forget.
Crm is really all aboutbuilding relationships with real
people.
You know what I mean.
Speaker 2 (07:54):
Yeah, for sure.
Speaker 1 (07:55):
Having the most expensive, most powerful CRM.
It's not going to magicallymake your business successful
overnight.
Speaker 2 (08:02):
Nope, not at all.
It's like any other tool,really.
It's all about how you actuallyuse it.
Speaker 1 (08:07):
Exactly.
It's not about drowning in data, right, it's about what you do
with that data.
It's about making those humanconnections even stronger.
You know, really understandingyour customers and making them
feel like you actually get them.
Speaker 2 (08:19):
That's it A hundred percent.
Speaker 1 (08:21):
I heard someone say once that your CRM is like a
treasure map and the data youput into it.
Those are the clues.
They can help you uncover allsorts of gold.
Speaker 2 (08:30):
I love that analogy, like remembering those little
details about your customersthat make them feel special,
personalizing how you talk tothem, knowing what they need
before they even ask.
Speaker 1 (08:45):
And then you use that knowledge to create really
genuine, meaningful interactions.
Speaker 2 (08:46):
Exactly, it's not about just having information,
it's about putting it to work,which brings us back to choosing
the right CRM.
Right?
We were talking about userfriendliness, remember, and how
important it is that your CRMcan actually grow with your
business.
What was the other stuff weneed to think about?
Speaker 1 (09:03):
Oh right, Integrations, making sure it can
connect to the other toolswe're already using and, of
course, the big one.
Can we actually afford it?
Speaker 2 (09:11):
You got it All super important.
So let's break each of thosedown a little bit more.
Let's start with userfriendliness.
Let's be real, not everyone's atech whiz, right?
Speaker 1 (09:20):
You're telling me, I'm all for simplifying things,
making technology actually workfor us.
What should people be lookingfor?
Speaker 2 (09:27):
Well, if a CRM takes like a week to figure out,
you're probably going to getdiscouraged.
Right?
You want something that'sintuitive, easy to navigate.
Speaker 1 (09:36):
Yeah, you don't want to have to go to CRM school just
to send an email.
Speaker 2 (09:38):
Exactly.
Look for a CRM that has a clean, simple interface, maybe drag
and drop features, stuff likethat.
Good tutorials or helpfulcustomer support can be a
lifesaver too.
Speaker 1 (09:49):
Yeah, especially when you're just getting started.
Okay, what about scalability?
What does that even mean?
Speaker 2 (09:55):
That just means making sure your CRM can handle
your business as it grows, right.
You don't want to buy a CRMthat's great for a tiny company
but then have to switch when youstart landing bigger clients.
Speaker 1 (10:06):
Oh, I see what you mean, so it needs to be able to
grow alongside you.
Like buying shoes for a kid,you don't want to buy ones,
they'll outgrow in a couple ofmonths.
Speaker 2 (10:14):
Exactly Look for things like can you customize
the information fields?
Can you adjust permissions fordifferent users?
Can you integrate with moretools down the road.
Speaker 1 (10:23):
That makes sense, okay, so we've got user
friendliness, scalability.
What was next.
Oh right, integrations.
Why is it so important that myCRM can work seamlessly with the
other tools I'm using, like foremail or accounting, and all
that?
Speaker 2 (10:38):
That's a great question, Okay, so think of it
this way when all your tools canlike, talk to each other and
share information, that's whenthe magic really happens.
You don't want all your datastuck in separate places, right?
You want one big, happy,integrated system.
Speaker 1 (10:53):
So it's about streamlining things, making sure
everything works togethersmoothly.
Speaker 2 (10:56):
Yes, that's when you get a complete view of what's
actually going on in yourbusiness.
Speaker 1 (11:00):
Like a well-oiled machine, everything running
smoothly.
Speaker 2 (11:03):
Precisely.
And that brings us to the lastpiece of the puzzle
affordability.
Speaker 1 (11:07):
The million-dollar question Because, let's be real,
most small businesses.
We have to watch every penny.
Speaker 2 (11:20):
You're absolutely right.
The good news is there are tonsof CRM options out there for
every budget.
You can even find some freetrials to test the waters before
you commit to anything.
You just have to do yourhomework, you know.
Speaker 1 (11:25):
Figure out what you need, what you can actually use
and what makes sense financially.
Don't get blinded by all thebells and whistles if you don't
need them right.
Speaker 2 (11:32):
That's the key.
Speaker 1 (11:40):
Okay, this has been super helpful, but before we go
any further, can we just do aquick recap of what we've
covered so far?
We've talked about so much.
I just want to make sure I'mnot missing anything crucial.
Speaker 2 (11:45):
Of course.
So we started by talking aboutwhat CRM really is.
It's like that super-poweredaddress book that remembers
everything about your customers.
Speaker 1 (11:53):
Right, and then we talked about why that's so
powerful.
Personalized experiencesworking smarter, not harder
Exactly.
Speaker 2 (12:00):
And then we jumped into the world of AI and
automation how thosetechnologies can help you find
hidden patterns, personalizeyour communication, even
automate that whole sales funnelwe were talking about.
Speaker 1 (12:12):
And then we talked about how to actually choose the
right CRM for your business.
Remember user friendliness,scalability, integrations and
affordability.
Speaker 2 (12:20):
That's right.
Speaker 1 (12:21):
Wow, it seems like having a CRM is almost essential
for any small business thatwants to thrive these days.
I don't know how people did itbefore.
Speaker 2 (12:28):
Right, it's a game changer, for sure.
Speaker 1 (12:30):
But, like we were talking about earlier, it's not
just about the technology itself.
It's about using it to actuallystrengthen those human
connections that are soimportant in business, really
make people feel valued 100percent.
Speaker 2 (12:43):
Couldn't have said it better myself.
Speaker 1 (12:44):
OK.
So, as promised, we always liketo leave our listeners with a
little something to think about,a thought provoking question to
spark some ideas.
So here it is.
Think about a recentinteraction you had with a
customer that, honestly, youwish had gone better.
Maybe you forgot somethingimportant about them, or you
just didn't quite connect on apersonal level, or maybe the
(13:06):
follow-up felt a littleimpersonal.
Speaker 2 (13:08):
Or you struggled to remember their past interactions
, their purchases, all thoselittle details that add up.
Speaker 1 (13:13):
Exactly Now.
Imagine how a CRM could havehelped you in that moment
centralizing all theirinformation, letting you
personalize things, maybe evenpredicting what they might need.
Speaker 2 (13:23):
It really puts things into perspective, doesn't it?
Speaker 1 (13:25):
It shows how the right CRM can completely change
the game for small businesses,help them build stronger
relationships and, hopefully,see more success.
It's about working smarter, notharder, making every single
interaction count.
Speaker 2 (13:39):
Absolutely.
And on that note, let's talkabout a crucial aspect we
haven't touched on yetImplementation.
Speaker 1 (13:45):
Okay, so we've talked about all the amazing things
CRMs can do, but now I'mthinking about the actual doing
the implementation part andhonestly, that feels a little
intimidating, like a whole otherbeast.
Where do we even begin?
Speaker 2 (13:56):
Yeah, I get it.
It's definitely a process, notjust a flip of a switch.
The good news is, the articleactually talks about that too.
Speaker 1 (14:02):
Oh good, so I'm not the only one feeling a little
overwhelmed.
What are some of the likeBiggest challenges people run
into with CRM implementation?
Speaker 2 (14:10):
Well, a really common one is like jumping in without
a plan.
It's like you wouldn't start aroad trip without knowing where
you're going.
Speaker 1 (14:16):
Right, True, you'd end up going in circles, getting
totally lost.
Speaker 2 (14:20):
Exactly CRM implementation.
It's kind of the same way.
You need that roadmap to guideyou.
Speaker 1 (14:26):
Okay, I'm all about a good roadmap, but where does
that planning even start?
Speaker 2 (14:30):
It starts with your goals.
What are you hoping the CRMwill actually do for your
business?
Speaker 1 (14:35):
Right, because it's not like a magic wand, it's a
tool.
Speaker 2 (14:38):
Right, it's got to have a purpose.
Speaker 1 (14:39):
Exactly.
Are you trying to keep more ofyour current customers happy?
Do you want to close more deals, get a better handle on your
marketing?
Figure out your why first.
Speaker 2 (14:48):
Okay, figure out your why first Okay, that makes
sense.
Define your goals, then what?
Then you can start looking atspecific features and deciding
what's actually important foryou.
Do you need fancy automation?
What about super detailedreports?
Do you need it to integratewith other specific tools you
use?
Speaker 1 (15:05):
And this is probably where it's super important to
get your team involved right,Since they're the ones who are
actually going to be using theCRM every day 100% Getting your
team involved right, sincethey're the ones who are
actually going to be using theCRM every day.
Speaker 2 (15:13):
100% Getting your team on board early.
That's crucial.
Find out what their pain pointsare.
What would actually make theirlives easier?
What do they wish they had?
Speaker 1 (15:20):
Yeah, because the last thing you want is to spend
all this time and money on a CRMthat everyone ends up hating.
Speaker 2 (15:25):
Exactly.
And speaking of things youdon't want to overlook, and
speaking of things you don'twant to overlook, don't forget
about data migration.
If you've got customer info inother systems spreadsheets,
whatever you need a plan to getall that moved over to your new
CRM.
Speaker 1 (15:38):
Oh right, Data migration, OK yeah, that sounds
like it could be a real headache.
Any tips for making thatprocess a little less painful?
Speaker 2 (15:45):
The cleaner your data is before you start, the better
.
Get rid of duplicates, anythingoutdated, anything you don't
actually need anymore, and mostCRM systems have tools to help
you import things.
Speaker 1 (15:57):
Oh, that's good to know.
So don't be afraid to ask forhelp.
Speaker 2 (16:00):
Exactly.
Don't underestimate theimportance of training and
support either.
Both during and after youimplement the CRM, you want to
make sure everyone on your teamactually knows how to use it and
knows who to go to if they getstuck.
Speaker 1 (16:12):
So it's really a team effort, isn't it?
It's not just about picking theright CRM and hoping for the
best.
Speaker 2 (16:17):
It's about setting yourselves up for success, and
that means ongoing support,optimizing things as you go, you
know, making sure it's actuallyworking for you.
Speaker 1 (16:26):
This has been so helpful.
I feel like I went fromoverwhelmed and kind of scared
to well, maybe still a littleoverwhelmed, but definitely more
optimistic about bringing a CRMon board.
Speaker 2 (16:35):
That's great.
Remember, the world is CRM.
It's constantly changing.
There's always something new,so stay curious, try new things.
You got this.
Speaker 1 (16:44):
I love that.
Okay, so we've learned a lotabout CRM today, but, as always,
we like to leave our listenerswith a little something to think
about.
So here's my final thought foryou Think about the power you
have as a business owner tocreate amazing experiences for
your customers.
Now imagine having the abilityto personalize every interaction
, to anticipate what yourcustomers need before they even
(17:06):
ask.
That's what a CRM can do.
It's about creating thoserelationships that last, turning
your customers into raving fansand, ultimately, growing your
business in a way that feelsgood.
Speaker 2 (17:16):
Couldn't have said it better myself.
Speaker 1 (17:18):
And, on that note, we'll leave you to explore the
world of CRM.
Thanks for joining us for thisdeep dive, everybody.
Speaker 2 (17:24):
Until next time.
All right, everybody get ready, because today we're
going to dive deep into theworld of CRM.
You know how it can help yoursmall business really take off.
We've got this really coolarticle here that's basically
like a roadmap, you know, to CRMsuccess.
Speaker 2 (00:14):
Yeah, it's a really solid overview, especially for,
like, small business owners whowant to figure out how to
actually make CRM work for them.
Speaker 1 (00:22):
Okay, so first things first.
Let's break down this whole CRMthing.
I gotta say it sounds a littlebit like you know something
those huge corporations use.
Speaker 2 (00:31):
You're not wrong, it can definitely sound that way,
but honestly, crm is foreveryone, especially smaller
businesses.
Think of it like this Imaginethis super powered address book,
right, but instead of justnames and numbers, it remembers
every single interaction youhave with each customer.
Speaker 1 (00:47):
Every interaction.
Okay, I'm intrigued.
Give me an example.
What kind of stuff are wetalking about here?
Speaker 2 (00:51):
I'm talking emails, phone calls, you name it what
they bought, even what they werelooking at on your website.
It's all right there.
Speaker 1 (00:59):
Wow, that's actually pretty impressive, but I'm still
not totally sure why that's soimportant, like how does that
translate into, you know,actually helping my business?
Speaker 2 (01:07):
That's where things get really interesting.
So when all that information isin one place, you start to see
these patterns, these trends youwouldn't believe like which
marketing campaigns are actuallybringing in those high paying
customers.
Speaker 1 (01:20):
Okay, I see where you're going with this.
Speaker 2 (01:21):
It's all about working smarter, not harder
right, exactly, and for a smallbusiness owner, that's gold.
It's like having a cheat sheetfor customer loyalty.
Speaker 1 (01:30):
That actually reminds me.
The article mentions CRMs, kindof leveling the playing field,
helping small businesses, youknow, go head to head with the
big guys, which I thought wasreally interesting because,
let's be real, we always have todo more with less 100%.
Speaker 2 (01:43):
Small businesses are always juggling like a million
things at once.
Right Time resources, you nameit.
A CRM, especially one with goodautomation, can be a lifesaver.
Imagine just handing off allthose tedious, repetitive tasks
to a system that just does itfor you.
Speaker 1 (02:02):
Okay, now that you mention it, automation does
sound pretty tempting.
I'm all about working smarter,not harder.
Speaker 2 (02:05):
Think about it Sending welcome emails,
qualifying leads, evenscheduling appointments All
automated.
It frees you up to focus on youknow what you're actually good
at like building thoserelationships and planning for
you know bigger and betterthings for your business.
Speaker 1 (02:20):
I love that.
Okay, I'm starting to get thebig picture here, but I got to
be honest when I was reading thearticle some of the phrases
like you know, personalizedcustomer experiences it all
sounded a bit like well jargon.
You know, yeah, it soundsamazing in theory, but what does
that actually look like in thereal world?
Can you give me a for instance?
Speaker 2 (02:39):
For sure.
Let's say, you've got thissmall bakery.
A CRM could help you remember acustomer's birthday and
automatically send them apersonalized birthday discount.
Or maybe it analyzes whatthey've bought before and
suggests like a new pastry theymight love.
No more generic marketing plans.
You're creating an experiencethat makes everyone feel like a
(02:59):
VIP.
Speaker 1 (03:00):
OK, that makes a lot more sense now.
So it's not just hopingsomething sticks, it's about
those little details that makepeople feel valued.
You know, those little thingsthat make a small business stand
out.
Speaker 2 (03:09):
You got it and that personal touch which might have
seemed impossible before.
Especially as your businessgrows, it becomes doable with
the right CRM system.
Speaker 1 (03:20):
So we've talked about personalized experiences, but
the article also mentions AI andautomation within CRMs, and I'm
not going to lie, that's whereI get a little intimidated.
I guess.
Is this something I take over?
It's about, you know, usingtechnology to work for you.
Speaker 2 (03:46):
You know, imagine having these superpowers to help
you understand your customersbetter than ever before.
Speaker 1 (03:50):
Superpowers huh, All right, you've got my attention.
Tell me more about theseso-called superpowers.
Speaker 2 (03:55):
Remember when we were talking about CRMs, showing you
those hidden patterns in yourcustomer data?
Well, ai is, like you know,this master detective when it
comes to patterns.
Well, ai is, like you know,this master detective when it
comes to patterns.
It can analyze huge amounts ofdata, way more than we ever
could, and find even thesmallest trends that we might
miss.
Speaker 1 (04:10):
So instead of me like staying up all night staring at
spreadsheets, ai does the heavylifting right, exactly, it's
like having an extra set of eyeslooking out for you.
Speaker 2 (04:20):
For example, an AI-powered CRM might notice
things in customer interactionsthat suggest they're getting
frustrated or even thinkingabout, you know, checking out
the competition.
Speaker 1 (04:29):
Oh wow.
So it's like a preemptivestrike against losing a customer
.
That's huge.
Speaker 2 (04:33):
Exactly With that knowledge you can reach out
proactively, fix things beforethey even become a problem.
No more playing catch up orputting out fires.
Speaker 1 (04:41):
That is pretty amazing.
Talk about staying ahead of thegame, playing catch up or
putting out fires.
Speaker 2 (04:45):
That is pretty amazing.
Talk about staying ahead of thegame.
And that's not all.
Ai can help you figure out whoyour most loyal customers are
and how to reward them, evenpersonalize those marketing
messages even more.
It can even automate your wholesales funnel, which, speaking
of, we should probably explainthat a bit.
Speaker 1 (05:00):
You know, I was just thinking the same thing.
Before we get too far ahead ofourselves, let's demystify this
whole sales funnel thing.
It sounds kind of intimidating,like something only you know
marketing gurus understand.
Speaker 2 (05:11):
It's really not that complicated.
Think of it like a customer'sjourney, from the first time
they hear about your business tothe moment they actually make a
purchase.
And even after that they startat the top of the funnel as a
prospect, and as they learn moreabout what you offer, compare
you to other businesses andfinally decide to buy, they move
down the funnel closer andcloser to becoming a loyal
(05:32):
customer.
Speaker 1 (05:33):
Okay, so it's like a step-by-step process, but how
does automation fit into thiswhole funnel idea?
Speaker 2 (05:39):
Okay, imagine this Instead of you manually sending
every single email, following upwith every lead or figuring out
if a potential customer is agood fit, your CRM can do all of
that for you automatically.
Speaker 1 (05:51):
Okay, well, hold on.
So it does all that on its own.
How does it know what to do andwhen?
Speaker 2 (05:55):
You set it up based on these preset triggers and
rules that you define.
So, let's say, someone signs upfor your email list, the CRM
can automatically send them awelcome email series tailored to
their interests, without youlifting a finger.
Speaker 1 (06:08):
So basically, it's like having a tireless assistant
working 24-7 to like nurturethose leads and guide them
through each stage of the funnel.
Sign me up.
Speaker 2 (06:16):
Precisely, and that's just the tip of the iceberg
when it comes to what AI andautomation can do for your
business.
Speaker 1 (06:21):
Okay, my mind is officially blown.
This is all incredibly cool,but I'm already feeling a bit
overwhelmed With so many CRMoptions out there.
How on earth do I choose theright one?
I don't want to get stuck inanalysis, paralysis, help.
Speaker 2 (06:36):
You're right, it can definitely feel overwhelming.
The article actually has somegreat advice on this.
It says to focus on a few keythings.
First, how user-friendly it is.
Nobody wants to spend hoursbattling with software.
Speaker 1 (06:48):
Amen to that.
I'm all for user-friendly.
What else should we be lookingfor?
Speaker 2 (06:52):
Scalability you want something that can grow with
your business, right?
Speaker 1 (06:54):
That makes sense.
The last thing I need is toinvest in a system that I
outgrow in six months.
Speaker 2 (06:59):
Right.
And then there's integrations.
Can it work with your emailplatform, your accounting
software?
You want everything playingnicely together.
Speaker 1 (07:06):
Like a well-oiled machine.
Speaker 2 (07:08):
Exactly, and, of course, last but definitely not
least, affordability.
We got to make sure it fits thebudget right.
Speaker 1 (07:14):
Absolutely no point in getting a CRM if it puts you
out of business, right.
Speaker 2 (07:17):
Right, you want that sweet spot, the Goldilocks zone
of CRM solutions.
Speaker 1 (07:23):
This has been really eye-opening.
The Goldilocks zone of CRMsolutions.
This has been reallyeye-opening.
But before we dive deeper into,you know, choosing the perfect
CRM, I think it's important totake a step back and remember
that, at the end of the day,this is all about people, right?
100%?
Crm is a powerful tool, butthat's just what it is a tool,
it's about using it tostrengthen those human
connections.
You know, that's where the realmagic happens.
Speaker 2 (07:44):
I couldn't agree more .
Speaker 1 (07:45):
It's so easy to get caught up in all the tech stuff,
the features and all that thatwe forget.
Crm is really all aboutbuilding relationships with real
people.
You know what I mean.
Speaker 2 (07:54):
Yeah, for sure.
Speaker 1 (07:55):
Having the most expensive, most powerful CRM.
It's not going to magicallymake your business successful
overnight.
Speaker 2 (08:02):
Nope, not at all.
It's like any other tool,really.
It's all about how you actuallyuse it.
Speaker 1 (08:07):
Exactly.
It's not about drowning in data, right, it's about what you do
with that data.
It's about making those humanconnections even stronger.
You know, really understandingyour customers and making them
feel like you actually get them.
Speaker 2 (08:19):
That's it A hundred percent.
Speaker 1 (08:21):
I heard someone say once that your CRM is like a
treasure map and the data youput into it.
Those are the clues.
They can help you uncover allsorts of gold.
Speaker 2 (08:30):
I love that analogy, like remembering those little
details about your customersthat make them feel special,
personalizing how you talk tothem, knowing what they need
before they even ask.
Speaker 1 (08:45):
And then you use that knowledge to create really
genuine, meaningful interactions.
Speaker 2 (08:46):
Exactly, it's not about just having information,
it's about putting it to work,which brings us back to choosing
the right CRM.
Right?
We were talking about userfriendliness, remember, and how
important it is that your CRMcan actually grow with your
business.
What was the other stuff weneed to think about?
Speaker 1 (09:03):
Oh right, Integrations, making sure it can
connect to the other toolswe're already using and, of
course, the big one.
Can we actually afford it?
Speaker 2 (09:11):
You got it All super important.
So let's break each of thosedown a little bit more.
Let's start with userfriendliness.
Let's be real, not everyone's atech whiz, right?
Speaker 1 (09:20):
You're telling me, I'm all for simplifying things,
making technology actually workfor us.
What should people be lookingfor?
Speaker 2 (09:27):
Well, if a CRM takes like a week to figure out,
you're probably going to getdiscouraged.
Right?
You want something that'sintuitive, easy to navigate.
Speaker 1 (09:36):
Yeah, you don't want to have to go to CRM school just
to send an email.
Speaker 2 (09:38):
Exactly.
Look for a CRM that has a clean, simple interface, maybe drag
and drop features, stuff likethat.
Good tutorials or helpfulcustomer support can be a
lifesaver too.
Speaker 1 (09:49):
Yeah, especially when you're just getting started.
Okay, what about scalability?
What does that even mean?
Speaker 2 (09:55):
That just means making sure your CRM can handle
your business as it grows, right.
You don't want to buy a CRMthat's great for a tiny company
but then have to switch when youstart landing bigger clients.
Speaker 1 (10:06):
Oh, I see what you mean, so it needs to be able to
grow alongside you.
Like buying shoes for a kid,you don't want to buy ones,
they'll outgrow in a couple ofmonths.
Speaker 2 (10:14):
Exactly Look for things like can you customize
the information fields?
Can you adjust permissions fordifferent users?
Can you integrate with moretools down the road.
Speaker 1 (10:23):
That makes sense, okay, so we've got user
friendliness, scalability.
What was next.
Oh right, integrations.
Why is it so important that myCRM can work seamlessly with the
other tools I'm using, like foremail or accounting, and all
that?
Speaker 2 (10:38):
That's a great question, Okay, so think of it
this way when all your tools canlike, talk to each other and
share information, that's whenthe magic really happens.
You don't want all your datastuck in separate places, right?
You want one big, happy,integrated system.
Speaker 1 (10:53):
So it's about streamlining things, making sure
everything works togethersmoothly.
Speaker 2 (10:56):
Yes, that's when you get a complete view of what's
actually going on in yourbusiness.
Speaker 1 (11:00):
Like a well-oiled machine, everything running
smoothly.
Speaker 2 (11:03):
Precisely.
And that brings us to the lastpiece of the puzzle
affordability.
Speaker 1 (11:07):
The million-dollar question Because, let's be real,
most small businesses.
We have to watch every penny.
Speaker 2 (11:20):
You're absolutely right.
The good news is there are tonsof CRM options out there for
every budget.
You can even find some freetrials to test the waters before
you commit to anything.
You just have to do yourhomework, you know.
Speaker 1 (11:25):
Figure out what you need, what you can actually use
and what makes sense financially.
Don't get blinded by all thebells and whistles if you don't
need them right.
Speaker 2 (11:32):
That's the key.
Speaker 1 (11:40):
Okay, this has been super helpful, but before we go
any further, can we just do aquick recap of what we've
covered so far?
We've talked about so much.
I just want to make sure I'mnot missing anything crucial.
Speaker 2 (11:45):
Of course.
So we started by talking aboutwhat CRM really is.
It's like that super-poweredaddress book that remembers
everything about your customers.
Speaker 1 (11:53):
Right, and then we talked about why that's so
powerful.
Personalized experiencesworking smarter, not harder
Exactly.
Speaker 2 (12:00):
And then we jumped into the world of AI and
automation how thosetechnologies can help you find
hidden patterns, personalizeyour communication, even
automate that whole sales funnelwe were talking about.
Speaker 1 (12:12):
And then we talked about how to actually choose the
right CRM for your business.
Remember user friendliness,scalability, integrations and
affordability.
Speaker 2 (12:20):
That's right.
Speaker 1 (12:21):
Wow, it seems like having a CRM is almost essential
for any small business thatwants to thrive these days.
I don't know how people did itbefore.
Speaker 2 (12:28):
Right, it's a game changer, for sure.
Speaker 1 (12:30):
But, like we were talking about earlier, it's not
just about the technology itself.
It's about using it to actuallystrengthen those human
connections that are soimportant in business, really
make people feel valued 100percent.
Speaker 2 (12:43):
Couldn't have said it better myself.
Speaker 1 (12:44):
OK.
So, as promised, we always liketo leave our listeners with a
little something to think about,a thought provoking question to
spark some ideas.
So here it is.
Think about a recentinteraction you had with a
customer that, honestly, youwish had gone better.
Maybe you forgot somethingimportant about them, or you
just didn't quite connect on apersonal level, or maybe the
(13:06):
follow-up felt a littleimpersonal.
Speaker 2 (13:08):
Or you struggled to remember their past interactions
, their purchases, all thoselittle details that add up.
Speaker 1 (13:13):
Exactly Now.
Imagine how a CRM could havehelped you in that moment
centralizing all theirinformation, letting you
personalize things, maybe evenpredicting what they might need.
Speaker 2 (13:23):
It really puts things into perspective, doesn't it?
Speaker 1 (13:25):
It shows how the right CRM can completely change
the game for small businesses,help them build stronger
relationships and, hopefully,see more success.
It's about working smarter, notharder, making every single
interaction count.
Speaker 2 (13:39):
Absolutely.
And on that note, let's talkabout a crucial aspect we
haven't touched on yetImplementation.
Speaker 1 (13:45):
Okay, so we've talked about all the amazing things
CRMs can do, but now I'mthinking about the actual doing
the implementation part andhonestly, that feels a little
intimidating, like a whole otherbeast.
Where do we even begin?
Speaker 2 (13:56):
Yeah, I get it.
It's definitely a process, notjust a flip of a switch.
The good news is, the articleactually talks about that too.
Speaker 1 (14:02):
Oh good, so I'm not the only one feeling a little
overwhelmed.
What are some of the likeBiggest challenges people run
into with CRM implementation?
Speaker 2 (14:10):
Well, a really common one is like jumping in without
a plan.
It's like you wouldn't start aroad trip without knowing where
you're going.
Speaker 1 (14:16):
Right, True, you'd end up going in circles, getting
totally lost.
Speaker 2 (14:20):
Exactly CRM implementation.
It's kind of the same way.
You need that roadmap to guideyou.
Speaker 1 (14:26):
Okay, I'm all about a good roadmap, but where does
that planning even start?
Speaker 2 (14:30):
It starts with your goals.
What are you hoping the CRMwill actually do for your
business?
Speaker 1 (14:35):
Right, because it's not like a magic wand, it's a
tool.
Speaker 2 (14:38):
Right, it's got to have a purpose.
Speaker 1 (14:39):
Exactly.
Are you trying to keep more ofyour current customers happy?
Do you want to close more deals, get a better handle on your
marketing?
Figure out your why first.
Speaker 2 (14:48):
Okay, figure out your why first Okay, that makes
sense.
Define your goals, then what?
Then you can start looking atspecific features and deciding
what's actually important foryou.
Do you need fancy automation?
What about super detailedreports?
Do you need it to integratewith other specific tools you
use?
Speaker 1 (15:05):
And this is probably where it's super important to
get your team involved right,Since they're the ones who are
actually going to be using theCRM every day 100% Getting your
team involved right, sincethey're the ones who are
actually going to be using theCRM every day.
Speaker 2 (15:13):
100% Getting your team on board early.
That's crucial.
Find out what their pain pointsare.
What would actually make theirlives easier?
What do they wish they had?
Speaker 1 (15:20):
Yeah, because the last thing you want is to spend
all this time and money on a CRMthat everyone ends up hating.
Speaker 2 (15:25):
Exactly.
And speaking of things youdon't want to overlook, and
speaking of things you don'twant to overlook, don't forget
about data migration.
If you've got customer info inother systems spreadsheets,
whatever you need a plan to getall that moved over to your new
CRM.
Speaker 1 (15:38):
Oh right, Data migration, OK yeah, that sounds
like it could be a real headache.
Any tips for making thatprocess a little less painful?
Speaker 2 (15:45):
The cleaner your data is before you start, the better
.
Get rid of duplicates, anythingoutdated, anything you don't
actually need anymore, and mostCRM systems have tools to help
you import things.
Speaker 1 (15:57):
Oh, that's good to know.
So don't be afraid to ask forhelp.
Speaker 2 (16:00):
Exactly.
Don't underestimate theimportance of training and
support either.
Both during and after youimplement the CRM, you want to
make sure everyone on your teamactually knows how to use it and
knows who to go to if they getstuck.
Speaker 1 (16:12):
So it's really a team effort, isn't it?
It's not just about picking theright CRM and hoping for the
best.
Speaker 2 (16:17):
It's about setting yourselves up for success, and
that means ongoing support,optimizing things as you go, you
know, making sure it's actuallyworking for you.
Speaker 1 (16:26):
This has been so helpful.
I feel like I went fromoverwhelmed and kind of scared
to well, maybe still a littleoverwhelmed, but definitely more
optimistic about bringing a CRMon board.
Speaker 2 (16:35):
That's great.
Remember, the world is CRM.
It's constantly changing.
There's always something new,so stay curious, try new things.
You got this.
Speaker 1 (16:44):
I love that.
Okay, so we've learned a lotabout CRM today, but, as always,
we like to leave our listenerswith a little something to think
about.
So here's my final thought foryou Think about the power you
have as a business owner tocreate amazing experiences for
your customers.
Now imagine having the abilityto personalize every interaction
, to anticipate what yourcustomers need before they even
(17:06):
ask.
That's what a CRM can do.
It's about creating thoserelationships that last, turning
your customers into raving fansand, ultimately, growing your
business in a way that feelsgood.
Speaker 2 (17:16):
Couldn't have said it better myself.
Speaker 1 (17:18):
And, on that note, we'll leave you to explore the
world of CRM.
Thanks for joining us for thisdeep dive, everybody.
Speaker 2 (17:24):
Until next time.
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