Unlock the future of customer relationships with our latest episode on how AI is revolutionizing Customer Relationship Management systems. With AI's powerful ability to automate mundane tasks and extract critical insights from massive data sets, businesses can anticipate customer needs like never before. From predicting customer churn to enhancing lead scoring, we discuss how AI transforms these aspects into strategic opportunities, freeing up time for leaders to focus on growth. This isn't just about streamlining processes; it's about leveraging technology to build deeper, more meaningful connections with your customers and staying competitive in a technology-driven market.
As we journey through this technological evolution, we also tackle the pressing issue of maintaining ethical standards and data privacy. While AI can offer personalized experiences reminiscent of a personal concierge, it is crucial to uphold transparency and fairness. Our discussion emphasizes aligning AI solutions with company values and ensuring oversight to combat bias and protect consumer data. We explore the balance between innovation and empathy, underscoring the enduring value of human connection in a world increasingly dominated by technology. Whether you're a business owner, a tech enthusiast, or someone keen on understanding the future of customer relationships, this episode promises to equip you with the insights you need.
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.
So today we're diving intoAI-powered CRMs, and you know
how important it is to reallyunderstand your customers, their
needs, preferences, evenanticipating what they might
want next.
Right, it's like the secretweapon In today's market.
It's so competitive.
We've got a bunch of articlesand research here and our
mission today is to uncover howAI is changing the CRM game.
Speaker 2 (00:22):
Well, you know, one thing that's really interesting
is how businesses are dealingwith this huge amount of
customer data.
There's so much of it, it's agoldmine, but traditional CRM
systems just can't handle thisvolume.
Speaker 1 (00:34):
Yeah, exactly, it's like trying to I don't know fit
an ocean into a teacup.
Those spreadsheets and manualprocesses you know they might
have worked in the past, but nowthey're creating these huge
bottlenecks.
And manual processes you knowthey might have worked in the
past, but now they're creatingthese huge bottlenecks
Absolutely.
Speaker 2 (00:44):
Think about it If your team is just constantly
bogged down with updatingcontact info or manually logging
every interaction, how muchtime and energy do they actually
have left to nurture thosecustomer relationships?
Speaker 1 (00:57):
Yeah, not much, I'd imagine.
It's like you're constantlyplaying whack-a-mole with data
entry.
Speaker 2 (01:01):
Right, and that's just one piece of it.
Another big problem is just thesheer volume of data.
Traditional CRMs they struggleto make sense of these massive
data sets.
Speaker 1 (01:15):
It's like having a library full of books but
there's no Dewey Decimal System.
So you're saying it's not justenough to just have the data
right.
You need the right tools toactually go through it, analyze
it and pull out those goldennuggets of insight.
Speaker 2 (01:24):
Exactly that's where AI steps in.
It's like having thissuper-powered research assistant
who can process information sofast, spots patterns and
correlations that humans mightmiss, and then it takes all of
that and gives you something youcan actually use.
Speaker 1 (01:39):
Okay, now that's interesting.
Can you give me an example Likehow would AI tackle something
like identifying customers thatare at risk of leaving?
Speaker 2 (01:47):
Sure, let's say you have a customer.
We'll call him John.
John used to visit your websiteevery week.
He'd click on those emailnewsletters, even make a few
purchases, but lately John'sbeen quiet, hasn't opened an
email in months.
His browsing activity hasdropped.
He hasn't bought anything new.
An AI-powered CRM it would pickup on these subtle changes,
(02:08):
analyze the data and flag him asa potential churn risk.
So instead of just waiting forJohn to disappear completely,
the AI is giving you a heads upso you can reach out and
re-engage him Exactly.
You could send him apersonalized email with a
special offer, maybe invite himto an exclusive webinar, or just
reach out and see if he needshelp with anything.
It's all about being proactiveand anticipating those customer
(02:31):
needs before they becomeproblems.
Speaker 1 (02:33):
Wow, that's really smart.
I'm starting to see how thiscould be a game changer,
especially for those of us whodon't have massive teams or
endless budgets.
I have to admit, when I hear AI, my brain still goes to science
fiction.
Can you break it down for me?
How is AI actually being usedin CRMs right now?
Speaker 2 (02:49):
Sure, One of the most powerful applications is in
data processing and analysis.
Ai can just go through tons ofcustomer data everything from
purchase history and websiteactivity to social media
interactions and customerservice logs and it can find
these really meaningful insightsthat would be impossible to
find manually.
Speaker 1 (03:07):
So it's like having like an army of data analysts
working 24-7, except you don'thave to pay them overtime or
worry about them taking coffeebreaks.
Speaker 2 (03:16):
Exactly.
And it's not just aboutcrunching numbers.
Ai can also analyze things likecustomer reviews, social media
posts, even emails, tounderstand how customers are
feeling and identify trends.
It's like having a direct lineto what your customers are
thinking.
Speaker 1 (03:30):
Okay, that makes sense.
We've got AI crunching thenumbers, analyzing sentiment.
What else can it do?
What about this predictiveanalytics thing we hear so much
about?
Does that actually work, or isit just a buzzword?
Speaker 2 (03:41):
Oh, it's very real.
It's one of the most excitingapplications of AI in CRM.
By looking at past customerbehavior, ai can actually build
these models that forecastfuture trends and outcomes.
For example, it can predictwhich leads are most likely to
become paying customers, whichproducts are going to be popular
or even which customers are atrisk of churning.
Speaker 1 (04:02):
So it's like a crystal ball, but one that's
based on data, not justguesswork.
Speaker 2 (04:08):
Right.
Speaker 1 (04:09):
I could see how that would be incredibly valuable for
making informed decisions.
Speaker 2 (04:13):
Absolutely, and it lets businesses go from being
reactive to proactive.
Instead of waiting for problemsto happen, you can anticipate
them and prevent them, whichjust leads to a better
experience and more loyalcustomers All right, I'm sold on
the potential, but let's getpractical for a second.
Speaker 1 (04:27):
What does an AI-powered CRM actually do for
someone like me?
You know, a busy entrepreneur?
We're talking tangible benefits, right, not just futuristic
concept.
Speaker 2 (04:35):
Right.
One of the biggest advantagesis automation.
Think of all those repetitivetasks that eat up your time Data
entry, lead scoring, sendingfollow-up emails, scheduling
appointments.
Ai can take care of so much ofthat, so you can focus on the
bigger picture, like buildingrelationships, new products or
even just having a life.
Speaker 1 (04:54):
Okay, now you're talking More time for creativity
, less time battlingspreadsheets and my inbox.
Can you give me an example?
How would AI handle somethinglike lead scoring?
Let's say you're running anexample.
How would AI handle somethinglike lead scoring?
Speaker 2 (05:06):
Let's say you're running an online marketing
campaign and you're getting tonsof leads.
In a traditional CRM, you mightjust look at basic things like
job title or company size tofigure out which leads are the
best.
But AI can look at way moredata like website activity,
email engagement, social mediainteractions, even purchase
history, to figure out a muchmore accurate score.
Speaker 1 (05:26):
Instead of going with my gut or just basic
demographics, I'm letting thedata decide.
Speaker 2 (05:31):
Exactly, and it lets you really prioritize, focus
your time and energy on thoseleads that are most likely to
become paying customers.
Speaker 1 (05:37):
Okay, this is impressive, but I have to ask
what does an AI-powered CRMactually look like?
Are we talking about robotstaking over my office?
Speaker 2 (05:47):
No, robots, don't worry.
They're designed to fit rightinto your current workflows.
They often have reallyintuitive dashboards that make
it easy to understand the data,and many of them offer virtual
assistant features to help youwith tasks and answer your
questions.
Speaker 1 (06:02):
Okay, that makes me feel a lot better.
So we're not replacing humans,we're just making them better
with these smarter tools andinsights.
That makes me think of anotherquestion what features should we
be looking for in an AI-poweredCRM?
What makes them different fromthose old clunky systems?
Speaker 2 (06:18):
Well, we already talked about predictive
analytics and automation, butthose are just the beginning.
Another key feature ispersonalized recommendations,
which you probably see all thetime as a consumer.
Speaker 1 (06:27):
You mean like those.
You might also like suggestionsthat you see on like shopping
websites.
Those are crazy accuratesometimes.
Speaker 2 (06:33):
Exactly that's AI at work and in a CRM.
Those personalizedrecommendations can be really
powerful.
Speaker 1 (06:40):
So how does that work ?
Does the AI just spy on mycustomers, trying to guess what
they'll buy next?
Speaker 2 (06:46):
It's more sophisticated than that.
The AI looks at a ton ofcustomer data purchase history,
browsing behavior, emails, evensocial media activity to find
patterns and preferences, andthen it uses that to suggest
products or services tailored toeach individual customer.
Speaker 1 (07:04):
So, instead of blasting everyone with the same
marketing message, you couldsend out these personalized
recommendations that are muchmore likely to work.
Speaker 2 (07:11):
Precisely, and it's not just about selling more.
It's also about making theexperience better for the
customer by making it easier forthem to find what they need,
discover new products they mightlike and just feel like the
brand understands them.
Speaker 1 (07:22):
I could see how that would make people more loyal and
keep them coming back.
What other cool features arethere?
Speaker 2 (07:27):
Another one is improved segmentation.
It's about dividing yourcustomers into smaller groups
based on shared characteristicslike demographics, buying
behavior or how they interactwith your brand.
Speaker 1 (07:38):
So, instead of treating everyone the same, you
can tailor your marketing toeach specific group To make it
more effective.
Speaker 2 (07:45):
Exactly.
It's like having a laser focuson the right people with the
right message at the right time.
Ai can analyze huge amounts ofdata to create these incredibly
specific segments that you mightnever think of yourself.
Speaker 1 (07:57):
So it's like having a marketing expert on your team,
constantly analyzing data andfiguring out new ways to reach
customers.
This all sounds incrediblyvaluable, but let's not forget
the big picture.
How does this all actuallyimpact customer satisfaction and
retention?
After all, that's what reallymatters, right.
Speaker 2 (08:14):
That's where things get really interesting.
Ai-powered CRMs can reallyimprove customer satisfaction
and retention.
We've already talked aboutproactive issue resolution, but
there's more.
For example, by using AI topersonalize interactions, you
can make customers feelappreciated and understood, and
by automating those boring tasks, your team is free to focus on
building those humanrelationships that are so
(08:36):
important for long-term loyalty.
Speaker 1 (08:38):
It sounds like everyone wins Happier customers,
a more productive team and,hopefully, more profit.
Now I know we have thisspecific example of an
AI-powered CRM that we wanted totalk about today.
Can you tell us more aboutPinnacle AI?
What makes them different?
Speaker 2 (08:53):
Pinnacle AI is a great example of how AI can help
entrepreneurs and smallbusinesses.
One of their unique features istheir focus on virtual
assistant services built rightinto their CRM platform.
Speaker 1 (09:06):
Virtual assistants?
That sounds intriguing.
How do they work?
Speaker 2 (09:09):
It's like having a really skilled digital assistant
who's always there to help.
Need to schedule appointments,send emails, update contacts,
generate reports.
The virtual assistant can doall that, and that frees you up
to focus on more strategic work.
Speaker 1 (09:23):
That's definitely appealing, especially for
someone who's doing a millionthings at once.
But what if you're not supertechie?
Is Pinnacle AI easy to use,even for someone who isn't
really familiar with CRMs or AI?
Speaker 2 (09:34):
That's a good question and, from what I've
seen, pinnacle AI has madeuser-friendliness a priority.
They offer personalizedonboarding so you can get up and
running quickly, and they have247 support if you run into any
problem.
Speaker 1 (09:47):
You're not just thrown in the deep end.
Speaker 2 (09:48):
Yeah.
Speaker 1 (09:49):
And left to figure it out on your own.
That's good to know.
Anything else that makesPinnacle AI stand out?
Speaker 2 (09:59):
Another thing I was impressed with was their focus
on continuous training resources.
They offer webinars, tutorialsand other resources to help you
get the most out of the platformand stay updated on the latest
features.
Speaker 1 (10:05):
So it's not just about giving you a new tool.
It's about teaching you how touse it to grow your business.
I like that.
Any final thoughts on PinnacleAI.
Speaker 2 (10:12):
Just to sum it up, pinnacle AI is about making
smarter data-driven decisions.
Whether you're trying to findyour most valuable customers,
predict future trends,personalize your interactions or
just automate those tedioustasks, pinnacle AI gives you the
tools and insights you need tosucceed.
Speaker 1 (10:34):
Well said, I'm sure our listeners are thinking of
questions about how AI mightchange their own businesses and
even their daily lives.
Before we get into that, let'sshift gears a bit and explore
how AI is changing the future ofcustomer interactions, from
both the business and theconsumer side.
Speaker 2 (10:47):
That's a great idea.
It's fascinating to think abouthow AI is blurring the lines
between the physical and digitalworlds when it comes to
customer experiences.
Speaker 1 (10:56):
I know we were just talking about how AI can help
businesses anticipate customerneeds and deliver those super
personalized experiences.
It's like AI can read your mindand knows what you want before
you even ask.
Speaker 2 (11:09):
Exactly.
Imagine walking into yourfavorite coffee shop and the
barista already knows your order.
It's like AI can read your mindand knows what you want before
you even ask.
Imagine walking into yourfavorite coffee shop and the
barista already knows your order.
Browsing online and seeingrecommendations that are perfect
for you that's the kind ofexperience that AI can create.
Speaker 1 (11:20):
It's like having a personal concierge for
everything.
But let's be real.
Are we really that close tothis AI-powered utopia?
Speaker 2 (11:33):
What are some of the real applications that we're
seeing today?
We're already seeing some ofthis in areas like e-commerce
and customer service.
For instance, some onlinestores are using AI to
personalize productrecommendations Based on your
browsing history, past purchasesand even your social media
activity.
They're also using AI chatbotsto answer questions and even
solve problems without humansgetting involved.
Speaker 1 (11:52):
So, instead of scrolling through endless pages
of stuff I don't want or waitingon hold forever, I'm getting
tailored recommendations andinstant support.
Speaker 2 (11:59):
Right.
Speaker 1 (12:00):
That's definitely a step in the right direction, but
what about data privacy andpersonalization going too far?
How do we make sure that AI isbeing used responsibly?
Speaker 2 (12:09):
That's a really important question.
The key is transparency andcontrol.
Businesses need to be upfrontabout how they're using customer
data, and they have to givepeople the option to opt out of
certain types of personalizationor data collection.
It's about finding the rightbalance between personalized
experiences and respectingcustomer privacy.
Speaker 1 (12:27):
Yeah, because it's one thing to get a helpful
suggestion, but it's anotherthing to feel like you're being
watched and analyzed all thetime.
Nobody wants to feel likethey're living in some kind of
digital panopticon.
What are some other potentialchallenges we need to think
about as AI becomes more common?
Speaker 2 (12:44):
One concern is bias.
Ai algorithms are only as goodas the data they learn from, and
if that data is biased, thealgorithm will be biased too.
This could lead to unfairoutcomes, like some customers
being excluded from offers ortargeted with the wrong
marketing messages.
Speaker 1 (13:00):
So we can't just let the AI run wild.
We have to be careful about howwe design these systems to make
sure they're fair and equitableand in line with our values.
Speaker 2 (13:09):
Exactly.
It's important for businessesto check their AI systems
regularly, find and fix anypotential biases and make sure
that humans are still involvedin the decision-making process.
Speaker 1 (13:19):
That's like walking a tightrope using the power of AI
, but also being aware of theethical side of things.
What advice would you give tobusinesses who are just starting
to look at AI-powered CRMs?
Where should they begin?
Speaker 2 (13:31):
The first thing is to figure out your goals and
challenges.
What are the biggest problemsyou're facing in your customer
relationships?
What areas could really benefitfrom AI?
Once you know what you need,you can start looking at
different platforms and vendorsto find the best fit.
Speaker 1 (13:46):
So don't just jump on the AI bandwagon because it's
trendy.
Take the time to figure outwhat you need and make sure AI
is the right solution.
Speaker 2 (13:54):
Exactly, and remember AI isn't a one-time thing.
It's an ongoing process.
You need to keep an eye onthings, make adjustments and
commit to using it ethically.
Speaker 1 (14:03):
It's not just installing software.
It's about making AI part ofyour company culture and making
sure it works with your valuesand your focus on the customer.
Now, before we wrap up, I wantto go back to something you
mentioned earlier those virtualassistants that are built into
some AI-powered CRMs.
Can you tell us a little moreabout them?
How do they work and what arethe benefits?
Speaker 2 (14:23):
Yeah, they're basically AI powered programs
that can do a lot of differentthings, from scheduling
appointments and sending emailsto managing your calendar and
even generating reports.
It's like having this extensionof yourself automating those
routine tasks, so you have moretime and energy for more
strategic work.
Speaker 1 (14:40):
Okay, so it's like a super efficient assistant who
never takes a day off anddoesn't need coffee breaks, but
how do they actually work withina CRM?
Speaker 2 (14:49):
So they're usually integrated right into the CRM
platform so they can see allyour customer data and can
interact with the system for you.
For example, if you need toschedule a meeting with a client
, you can just tell the virtualassistant something like
schedule a meeting with JohnSmith next Tuesday at 2 pm and
it'll handle everything Sendinginvitations, adding it to your
calendar, even reminding youbeforehand.
Speaker 1 (15:09):
Wow, that's incredible.
It's like having a personalconcierge.
Speaker 2 (15:13):
Yeah.
Speaker 1 (15:13):
To handle all the little things so you can focus
on the important stuff.
But what about the learningcurve?
Are they easy to use, even forsomeone who's not that tech
savvy?
Speaker 2 (15:22):
Most of them are designed to be pretty user
friendly.
They often have simpleinterfaces and natural language
processing, so you can just talkto them or send text messages.
You don't need to be aprogrammer to figure it out.
Speaker 1 (15:33):
That's good to know.
It sounds like these virtualassistants can be really helpful
for busy entrepreneurs.
But let's think about ourlisteners, who are on the
customer side of things.
How do you see AI changing ourexperiences in the future?
Speaker 2 (15:48):
Well, I think we can expect even more personalized
and seamless experienceseverywhere, online and offline.
Imagine walking into a storeand they greet you by name and
the sales associate alreadyknows your style and what you've
bought before.
Or booking a flight and havingthis AI travel agent plan the
perfect trip for you, based onwhat you like and your budget.
Speaker 1 (16:08):
That sounds amazing, like having a personal shopper
and a travel agent who's alwaysthere, anticipating your needs
and giving you thosepersonalized recommendations.
It sounds so convenient, but Ihave to ask what about data
privacy and the potential formanipulation?
How do we find that balancebetween personalization and
protecting our information?
Speaker 2 (16:26):
That's a really important question and something
we need to think aboutcarefully.
As AI gets more advanced,transparency and control are key
.
Businesses need to be openabout how they're using customer
data and give people the choiceto opt out if they don't feel
comfortable.
Speaker 1 (16:43):
Right, it's one thing to get a good recommendation,
but it's another thing to feellike someone's tracking your
every move.
We need to make sure AI isbeing used ethically to help
people, not exploit them.
Speaker 2 (16:55):
Absolutely.
The goal is to use AI to makethe customer experience better,
not to break trust or invadeprivacy.
It's about creating a win-winwhere businesses can use AI to
provide great service andpersonalized experiences and
customers feel confident thattheir data is being handled
responsibly.
Speaker 1 (17:12):
That's a great point.
It's definitely an excitingtime to be following all these
developments in AI, but we alsoneed to be careful and protect
our privacy and autonomy asconsumers.
Speaker 2 (17:21):
I agree.
Like any powerful technology,ai can be used for good or bad.
It's up to all of us businessesand consumers to shake the
future of AI and make sure itbenefits everyone.
Speaker 1 (17:32):
This has been such an interesting conversation.
We've covered so much, from theproblems with old CRMs to the
possibilities of AI.
It's clear that AI is going tochange everything about customer
relationships, but it'simportant to be careful to use
it ethically and remember thathuman connection is still really
important.
Speaker 2 (17:51):
I couldn't agree more .
It's an exciting time to bealive.
I can't wait to see whathappens next with AI.
Speaker 1 (17:55):
Me too, and on that note we'll wrap up this deep
dive into the world ofAI-powered CRMs.
Thanks for listening and we'llsee you next time for another
look at cutting-edge technology.
Speaker 2 (18:09):
There are basically AI-powered programs that can do
all sorts of tasks likescheduling appointments, sending
emails, managing your calendar,even creating reports.
You can think of them as anextension of yourself automating
those routine things so you canfocus on more strategic work.
Speaker 1 (18:22):
So it's like having a super efficient personal
assistant who's always availableand never needs a break.
Sign me for that.
But seriously, how do theyactually work with a CRM?
Speaker 2 (18:31):
Well, they're usually built right into the platform,
so they have access to all ofyour customer data and they can
interact with the system for you.
For example, let's say you needto schedule a meeting with a
client.
You can simply tell the virtualassistant Schedule a meeting
with John Smith next Tuesday at2 pm and it takes care of the
rest Sending invites, adding itto your calendar, reminding you
(18:51):
beforehand.
Speaker 1 (18:52):
That's impressive, Like having a personal concierge
to handle all the details.
What about the learning curve,though?
Are these virtual assistantsuser-friendly even for someone
who's not a tech expert?
Speaker 2 (19:02):
Most of them are designed to be very easy to use.
They have intuitive interfacesand they use natural language
processing, so you can interactwith them using simple voice
commands or text messages.
You don't need to be aprogrammer to use them.
Speaker 1 (19:14):
That's great to hear.
It sounds like they could bereally helpful for busy
entrepreneurs who are alreadyjuggling so many things.
But let's shift gears a bit andthink about our listeners, who
are on the customer side ofthings.
How do you see AI shaping ourexperiences as customers in the
future?
Speaker 2 (19:31):
I think we can expect even more personalized and
seamless experiences, bothonline and offline.
Imagine walking into a storeand they greet you by name, and
the sales associate alreadyknows your style, preferences
and your purchase history.
Or imagine booking a flight andan AI travel agent creates the
perfect itinerary for you, basedon your interests and budget.
Speaker 1 (19:53):
That sounds fantastic like having a personal shopper
and a travel agent all in one,but it also raises some
questions about data privacy.
How do we balancepersonalization with protecting
our personal information?
Speaker 2 (20:06):
That's a crucial question and it's something we
need to address carefully.
Transparency and control arereally important.
Businesses need to be clearabout how they're using data and
give people the ability to optout if they want to.
Speaker 1 (20:17):
Right, because I think it's fine to get helpful
recommendations, but it'sdifferent when you feel like
every move is being tracked.
We need to make sure AI isbeing used ethically and
responsibly.
Speaker 2 (20:26):
I completely agree.
Ai should be used to enhancethe customer experience, not to
invade privacy or break trust.
It's about finding that balancewhere businesses can use AI to
provide great service whilecustomers feel confident that
their data is being handledresponsibly.
Speaker 1 (20:44):
I think that's a great point.
It's an exciting time to seehow AI is developing, but it's
also important to be aware ofthe potential risks and to
protect our privacy as consumers.
Speaker 2 (20:53):
Absolutely Like any powerful tool, AI can be used
for good or bad.
It's up to all of us to shapehow it's used.
Speaker 1 (20:59):
This has been a really insightful conversation.
We've covered so much groundtoday from the limitations of
traditional CRMs to theincredible potential of
AI-powered solutions.
It's clear that AI is going tochange everything about how we
interact with businesses, butit's important to be mindful of
the ethical implications and touse this technology responsibly,
and remember that humanconnection is still incredibly
(21:20):
valuable.
Speaker 2 (21:20):
I couldn't agree more .
Speaker 1 (21:22):
Well, that's all the time we have for today.
Thanks for joining us on thisdeep dive into the world of
AI-powered CRMs.
Until next time, keep exploring, keep learning and let's shape
the future of technologytogether.
All right.
So today we're diving intoAI-powered CRMs, and you know
how important it is to reallyunderstand your customers, their
needs, preferences, evenanticipating what they might
want next.
Right, it's like the secretweapon In today's market.
It's so competitive.
We've got a bunch of articlesand research here and our
mission today is to uncover howAI is changing the CRM game.
Speaker 2 (00:22):
Well, you know, one thing that's really interesting
is how businesses are dealingwith this huge amount of
customer data.
There's so much of it, it's agoldmine, but traditional CRM
systems just can't handle thisvolume.
Speaker 1 (00:34):
Yeah, exactly, it's like trying to I don't know fit
an ocean into a teacup.
Those spreadsheets and manualprocesses you know they might
have worked in the past, but nowthey're creating these huge
bottlenecks.
And manual processes you knowthey might have worked in the
past, but now they're creatingthese huge bottlenecks
Absolutely.
Speaker 2 (00:44):
Think about it If your team is just constantly
bogged down with updatingcontact info or manually logging
every interaction, how muchtime and energy do they actually
have left to nurture thosecustomer relationships?
Speaker 1 (00:57):
Yeah, not much, I'd imagine.
It's like you're constantlyplaying whack-a-mole with data
entry.
Speaker 2 (01:01):
Right, and that's just one piece of it.
Another big problem is just thesheer volume of data.
Traditional CRMs they struggleto make sense of these massive
data sets.
Speaker 1 (01:15):
It's like having a library full of books but
there's no Dewey Decimal System.
So you're saying it's not justenough to just have the data
right.
You need the right tools toactually go through it, analyze
it and pull out those goldennuggets of insight.
Speaker 2 (01:24):
Exactly that's where AI steps in.
It's like having thissuper-powered research assistant
who can process information sofast, spots patterns and
correlations that humans mightmiss, and then it takes all of
that and gives you something youcan actually use.
Speaker 1 (01:39):
Okay, now that's interesting.
Can you give me an example Likehow would AI tackle something
like identifying customers thatare at risk of leaving?
Speaker 2 (01:47):
Sure, let's say you have a customer.
We'll call him John.
John used to visit your websiteevery week.
He'd click on those emailnewsletters, even make a few
purchases, but lately John'sbeen quiet, hasn't opened an
email in months.
His browsing activity hasdropped.
He hasn't bought anything new.
An AI-powered CRM it would pickup on these subtle changes,
(02:08):
analyze the data and flag him asa potential churn risk.
So instead of just waiting forJohn to disappear completely,
the AI is giving you a heads upso you can reach out and
re-engage him Exactly.
You could send him apersonalized email with a
special offer, maybe invite himto an exclusive webinar, or just
reach out and see if he needshelp with anything.
It's all about being proactiveand anticipating those customer
(02:31):
needs before they becomeproblems.
Speaker 1 (02:33):
Wow, that's really smart.
I'm starting to see how thiscould be a game changer,
especially for those of us whodon't have massive teams or
endless budgets.
I have to admit, when I hear AI, my brain still goes to science
fiction.
Can you break it down for me?
How is AI actually being usedin CRMs right now?
Speaker 2 (02:49):
Sure, One of the most powerful applications is in
data processing and analysis.
Ai can just go through tons ofcustomer data everything from
purchase history and websiteactivity to social media
interactions and customerservice logs and it can find
these really meaningful insightsthat would be impossible to
find manually.
Speaker 1 (03:07):
So it's like having like an army of data analysts
working 24-7, except you don'thave to pay them overtime or
worry about them taking coffeebreaks.
Speaker 2 (03:16):
Exactly.
And it's not just aboutcrunching numbers.
Ai can also analyze things likecustomer reviews, social media
posts, even emails, tounderstand how customers are
feeling and identify trends.
It's like having a direct lineto what your customers are
thinking.
Speaker 1 (03:30):
Okay, that makes sense.
We've got AI crunching thenumbers, analyzing sentiment.
What else can it do?
What about this predictiveanalytics thing we hear so much
about?
Does that actually work, or isit just a buzzword?
Speaker 2 (03:41):
Oh, it's very real.
It's one of the most excitingapplications of AI in CRM.
By looking at past customerbehavior, ai can actually build
these models that forecastfuture trends and outcomes.
For example, it can predictwhich leads are most likely to
become paying customers, whichproducts are going to be popular
or even which customers are atrisk of churning.
Speaker 1 (04:02):
So it's like a crystal ball, but one that's
based on data, not justguesswork.
Speaker 2 (04:08):
Right.
Speaker 1 (04:09):
I could see how that would be incredibly valuable for
making informed decisions.
Speaker 2 (04:13):
Absolutely, and it lets businesses go from being
reactive to proactive.
Instead of waiting for problemsto happen, you can anticipate
them and prevent them, whichjust leads to a better
experience and more loyalcustomers All right, I'm sold on
the potential, but let's getpractical for a second.
Speaker 1 (04:27):
What does an AI-powered CRM actually do for
someone like me?
You know, a busy entrepreneur?
We're talking tangible benefits, right, not just futuristic
concept.
Speaker 2 (04:35):
Right.
One of the biggest advantagesis automation.
Think of all those repetitivetasks that eat up your time Data
entry, lead scoring, sendingfollow-up emails, scheduling
appointments.
Ai can take care of so much ofthat, so you can focus on the
bigger picture, like buildingrelationships, new products or
even just having a life.
Speaker 1 (04:54):
Okay, now you're talking More time for creativity
, less time battlingspreadsheets and my inbox.
Can you give me an example?
How would AI handle somethinglike lead scoring?
Let's say you're running anexample.
How would AI handle somethinglike lead scoring?
Speaker 2 (05:06):
Let's say you're running an online marketing
campaign and you're getting tonsof leads.
In a traditional CRM, you mightjust look at basic things like
job title or company size tofigure out which leads are the
best.
But AI can look at way moredata like website activity,
email engagement, social mediainteractions, even purchase
history, to figure out a muchmore accurate score.
Speaker 1 (05:26):
Instead of going with my gut or just basic
demographics, I'm letting thedata decide.
Speaker 2 (05:31):
Exactly, and it lets you really prioritize, focus
your time and energy on thoseleads that are most likely to
become paying customers.
Speaker 1 (05:37):
Okay, this is impressive, but I have to ask
what does an AI-powered CRMactually look like?
Are we talking about robotstaking over my office?
Speaker 2 (05:47):
No, robots, don't worry.
They're designed to fit rightinto your current workflows.
They often have reallyintuitive dashboards that make
it easy to understand the data,and many of them offer virtual
assistant features to help youwith tasks and answer your
questions.
Speaker 1 (06:02):
Okay, that makes me feel a lot better.
So we're not replacing humans,we're just making them better
with these smarter tools andinsights.
That makes me think of anotherquestion what features should we
be looking for in an AI-poweredCRM?
What makes them different fromthose old clunky systems?
Speaker 2 (06:18):
Well, we already talked about predictive
analytics and automation, butthose are just the beginning.
Another key feature ispersonalized recommendations,
which you probably see all thetime as a consumer.
Speaker 1 (06:27):
You mean like those.
You might also like suggestionsthat you see on like shopping
websites.
Those are crazy accuratesometimes.
Speaker 2 (06:33):
Exactly that's AI at work and in a CRM.
Those personalizedrecommendations can be really
powerful.
Speaker 1 (06:40):
So how does that work ?
Does the AI just spy on mycustomers, trying to guess what
they'll buy next?
Speaker 2 (06:46):
It's more sophisticated than that.
The AI looks at a ton ofcustomer data purchase history,
browsing behavior, emails, evensocial media activity to find
patterns and preferences, andthen it uses that to suggest
products or services tailored toeach individual customer.
Speaker 1 (07:04):
So, instead of blasting everyone with the same
marketing message, you couldsend out these personalized
recommendations that are muchmore likely to work.
Speaker 2 (07:11):
Precisely, and it's not just about selling more.
It's also about making theexperience better for the
customer by making it easier forthem to find what they need,
discover new products they mightlike and just feel like the
brand understands them.
Speaker 1 (07:22):
I could see how that would make people more loyal and
keep them coming back.
What other cool features arethere?
Speaker 2 (07:27):
Another one is improved segmentation.
It's about dividing yourcustomers into smaller groups
based on shared characteristicslike demographics, buying
behavior or how they interactwith your brand.
Speaker 1 (07:38):
So, instead of treating everyone the same, you
can tailor your marketing toeach specific group To make it
more effective.
Speaker 2 (07:45):
Exactly.
It's like having a laser focuson the right people with the
right message at the right time.
Ai can analyze huge amounts ofdata to create these incredibly
specific segments that you mightnever think of yourself.
Speaker 1 (07:57):
So it's like having a marketing expert on your team,
constantly analyzing data andfiguring out new ways to reach
customers.
This all sounds incrediblyvaluable, but let's not forget
the big picture.
How does this all actuallyimpact customer satisfaction and
retention?
After all, that's what reallymatters, right.
Speaker 2 (08:14):
That's where things get really interesting.
Ai-powered CRMs can reallyimprove customer satisfaction
and retention.
We've already talked aboutproactive issue resolution, but
there's more.
For example, by using AI topersonalize interactions, you
can make customers feelappreciated and understood, and
by automating those boring tasks, your team is free to focus on
building those humanrelationships that are so
(08:36):
important for long-term loyalty.
Speaker 1 (08:38):
It sounds like everyone wins Happier customers,
a more productive team and,hopefully, more profit.
Now I know we have thisspecific example of an
AI-powered CRM that we wanted totalk about today.
Can you tell us more aboutPinnacle AI?
What makes them different?
Speaker 2 (08:53):
Pinnacle AI is a great example of how AI can help
entrepreneurs and smallbusinesses.
One of their unique features istheir focus on virtual
assistant services built rightinto their CRM platform.
Speaker 1 (09:06):
Virtual assistants?
That sounds intriguing.
How do they work?
Speaker 2 (09:09):
It's like having a really skilled digital assistant
who's always there to help.
Need to schedule appointments,send emails, update contacts,
generate reports.
The virtual assistant can doall that, and that frees you up
to focus on more strategic work.
Speaker 1 (09:23):
That's definitely appealing, especially for
someone who's doing a millionthings at once.
But what if you're not supertechie?
Is Pinnacle AI easy to use,even for someone who isn't
really familiar with CRMs or AI?
Speaker 2 (09:34):
That's a good question and, from what I've
seen, pinnacle AI has madeuser-friendliness a priority.
They offer personalizedonboarding so you can get up and
running quickly, and they have247 support if you run into any
problem.
Speaker 1 (09:47):
You're not just thrown in the deep end.
Speaker 2 (09:48):
Yeah.
Speaker 1 (09:49):
And left to figure it out on your own.
That's good to know.
Anything else that makesPinnacle AI stand out?
Speaker 2 (09:59):
Another thing I was impressed with was their focus
on continuous training resources.
They offer webinars, tutorialsand other resources to help you
get the most out of the platformand stay updated on the latest
features.
Speaker 1 (10:05):
So it's not just about giving you a new tool.
It's about teaching you how touse it to grow your business.
I like that.
Any final thoughts on PinnacleAI.
Speaker 2 (10:12):
Just to sum it up, pinnacle AI is about making
smarter data-driven decisions.
Whether you're trying to findyour most valuable customers,
predict future trends,personalize your interactions or
just automate those tedioustasks, pinnacle AI gives you the
tools and insights you need tosucceed.
Speaker 1 (10:34):
Well said, I'm sure our listeners are thinking of
questions about how AI mightchange their own businesses and
even their daily lives.
Before we get into that, let'sshift gears a bit and explore
how AI is changing the future ofcustomer interactions, from
both the business and theconsumer side.
Speaker 2 (10:47):
That's a great idea.
It's fascinating to think abouthow AI is blurring the lines
between the physical and digitalworlds when it comes to
customer experiences.
Speaker 1 (10:56):
I know we were just talking about how AI can help
businesses anticipate customerneeds and deliver those super
personalized experiences.
It's like AI can read your mindand knows what you want before
you even ask.
Speaker 2 (11:09):
Exactly.
Imagine walking into yourfavorite coffee shop and the
barista already knows your order.
It's like AI can read your mindand knows what you want before
you even ask.
Imagine walking into yourfavorite coffee shop and the
barista already knows your order.
Browsing online and seeingrecommendations that are perfect
for you that's the kind ofexperience that AI can create.
Speaker 1 (11:20):
It's like having a personal concierge for
everything.
But let's be real.
Are we really that close tothis AI-powered utopia?
Speaker 2 (11:33):
What are some of the real applications that we're
seeing today?
We're already seeing some ofthis in areas like e-commerce
and customer service.
For instance, some onlinestores are using AI to
personalize productrecommendations Based on your
browsing history, past purchasesand even your social media
activity.
They're also using AI chatbotsto answer questions and even
solve problems without humansgetting involved.
Speaker 1 (11:52):
So, instead of scrolling through endless pages
of stuff I don't want or waitingon hold forever, I'm getting
tailored recommendations andinstant support.
Speaker 2 (11:59):
Right.
Speaker 1 (12:00):
That's definitely a step in the right direction, but
what about data privacy andpersonalization going too far?
How do we make sure that AI isbeing used responsibly?
Speaker 2 (12:09):
That's a really important question.
The key is transparency andcontrol.
Businesses need to be upfrontabout how they're using customer
data, and they have to givepeople the option to opt out of
certain types of personalizationor data collection.
It's about finding the rightbalance between personalized
experiences and respectingcustomer privacy.
Speaker 1 (12:27):
Yeah, because it's one thing to get a helpful
suggestion, but it's anotherthing to feel like you're being
watched and analyzed all thetime.
Nobody wants to feel likethey're living in some kind of
digital panopticon.
What are some other potentialchallenges we need to think
about as AI becomes more common?
Speaker 2 (12:44):
One concern is bias.
Ai algorithms are only as goodas the data they learn from, and
if that data is biased, thealgorithm will be biased too.
This could lead to unfairoutcomes, like some customers
being excluded from offers ortargeted with the wrong
marketing messages.
Speaker 1 (13:00):
So we can't just let the AI run wild.
We have to be careful about howwe design these systems to make
sure they're fair and equitableand in line with our values.
Speaker 2 (13:09):
Exactly.
It's important for businessesto check their AI systems
regularly, find and fix anypotential biases and make sure
that humans are still involvedin the decision-making process.
Speaker 1 (13:19):
That's like walking a tightrope using the power of AI
, but also being aware of theethical side of things.
What advice would you give tobusinesses who are just starting
to look at AI-powered CRMs?
Where should they begin?
Speaker 2 (13:31):
The first thing is to figure out your goals and
challenges.
What are the biggest problemsyou're facing in your customer
relationships?
What areas could really benefitfrom AI?
Once you know what you need,you can start looking at
different platforms and vendorsto find the best fit.
Speaker 1 (13:46):
So don't just jump on the AI bandwagon because it's
trendy.
Take the time to figure outwhat you need and make sure AI
is the right solution.
Speaker 2 (13:54):
Exactly, and remember AI isn't a one-time thing.
It's an ongoing process.
You need to keep an eye onthings, make adjustments and
commit to using it ethically.
Speaker 1 (14:03):
It's not just installing software.
It's about making AI part ofyour company culture and making
sure it works with your valuesand your focus on the customer.
Now, before we wrap up, I wantto go back to something you
mentioned earlier those virtualassistants that are built into
some AI-powered CRMs.
Can you tell us a little moreabout them?
How do they work and what arethe benefits?
Speaker 2 (14:23):
Yeah, they're basically AI powered programs
that can do a lot of differentthings, from scheduling
appointments and sending emailsto managing your calendar and
even generating reports.
It's like having this extensionof yourself automating those
routine tasks, so you have moretime and energy for more
strategic work.
Speaker 1 (14:40):
Okay, so it's like a super efficient assistant who
never takes a day off anddoesn't need coffee breaks, but
how do they actually work withina CRM?
Speaker 2 (14:49):
So they're usually integrated right into the CRM
platform so they can see allyour customer data and can
interact with the system for you.
For example, if you need toschedule a meeting with a client
, you can just tell the virtualassistant something like
schedule a meeting with JohnSmith next Tuesday at 2 pm and
it'll handle everything Sendinginvitations, adding it to your
calendar, even reminding youbeforehand.
Speaker 1 (15:09):
Wow, that's incredible.
It's like having a personalconcierge.
Speaker 2 (15:13):
Yeah.
Speaker 1 (15:13):
To handle all the little things so you can focus
on the important stuff.
But what about the learningcurve?
Are they easy to use, even forsomeone who's not that tech
savvy?
Speaker 2 (15:22):
Most of them are designed to be pretty user
friendly.
They often have simpleinterfaces and natural language
processing, so you can just talkto them or send text messages.
You don't need to be aprogrammer to figure it out.
Speaker 1 (15:33):
That's good to know.
It sounds like these virtualassistants can be really helpful
for busy entrepreneurs.
But let's think about ourlisteners, who are on the
customer side of things.
How do you see AI changing ourexperiences in the future?
Speaker 2 (15:48):
Well, I think we can expect even more personalized
and seamless experienceseverywhere, online and offline.
Imagine walking into a storeand they greet you by name and
the sales associate alreadyknows your style and what you've
bought before.
Or booking a flight and havingthis AI travel agent plan the
perfect trip for you, based onwhat you like and your budget.
Speaker 1 (16:08):
That sounds amazing, like having a personal shopper
and a travel agent who's alwaysthere, anticipating your needs
and giving you thosepersonalized recommendations.
It sounds so convenient, but Ihave to ask what about data
privacy and the potential formanipulation?
How do we find that balancebetween personalization and
protecting our information?
Speaker 2 (16:26):
That's a really important question and something
we need to think aboutcarefully.
As AI gets more advanced,transparency and control are key
.
Businesses need to be openabout how they're using customer
data and give people the choiceto opt out if they don't feel
comfortable.
Speaker 1 (16:43):
Right, it's one thing to get a good recommendation,
but it's another thing to feellike someone's tracking your
every move.
We need to make sure AI isbeing used ethically to help
people, not exploit them.
Speaker 2 (16:55):
Absolutely.
The goal is to use AI to makethe customer experience better,
not to break trust or invadeprivacy.
It's about creating a win-winwhere businesses can use AI to
provide great service andpersonalized experiences and
customers feel confident thattheir data is being handled
responsibly.
Speaker 1 (17:12):
That's a great point.
It's definitely an excitingtime to be following all these
developments in AI, but we alsoneed to be careful and protect
our privacy and autonomy asconsumers.
Speaker 2 (17:21):
I agree.
Like any powerful technology,ai can be used for good or bad.
It's up to all of us businessesand consumers to shake the
future of AI and make sure itbenefits everyone.
Speaker 1 (17:32):
This has been such an interesting conversation.
We've covered so much, from theproblems with old CRMs to the
possibilities of AI.
It's clear that AI is going tochange everything about customer
relationships, but it'simportant to be careful to use
it ethically and remember thathuman connection is still really
important.
Speaker 2 (17:51):
I couldn't agree more .
It's an exciting time to bealive.
I can't wait to see whathappens next with AI.
Speaker 1 (17:55):
Me too, and on that note we'll wrap up this deep
dive into the world ofAI-powered CRMs.
Thanks for listening and we'llsee you next time for another
look at cutting-edge technology.
Speaker 2 (18:09):
There are basically AI-powered programs that can do
all sorts of tasks likescheduling appointments, sending
emails, managing your calendar,even creating reports.
You can think of them as anextension of yourself automating
those routine things so you canfocus on more strategic work.
Speaker 1 (18:22):
So it's like having a super efficient personal
assistant who's always availableand never needs a break.
Sign me for that.
But seriously, how do theyactually work with a CRM?
Speaker 2 (18:31):
Well, they're usually built right into the platform,
so they have access to all ofyour customer data and they can
interact with the system for you.
For example, let's say you needto schedule a meeting with a
client.
You can simply tell the virtualassistant Schedule a meeting
with John Smith next Tuesday at2 pm and it takes care of the
rest Sending invites, adding itto your calendar, reminding you
(18:51):
beforehand.
Speaker 1 (18:52):
That's impressive, Like having a personal concierge
to handle all the details.
What about the learning curve,though?
Are these virtual assistantsuser-friendly even for someone
who's not a tech expert?
Speaker 2 (19:02):
Most of them are designed to be very easy to use.
They have intuitive interfacesand they use natural language
processing, so you can interactwith them using simple voice
commands or text messages.
You don't need to be aprogrammer to use them.
Speaker 1 (19:14):
That's great to hear.
It sounds like they could bereally helpful for busy
entrepreneurs who are alreadyjuggling so many things.
But let's shift gears a bit andthink about our listeners, who
are on the customer side ofthings.
How do you see AI shaping ourexperiences as customers in the
future?
Speaker 2 (19:31):
I think we can expect even more personalized and
seamless experiences, bothonline and offline.
Imagine walking into a storeand they greet you by name, and
the sales associate alreadyknows your style, preferences
and your purchase history.
Or imagine booking a flight andan AI travel agent creates the
perfect itinerary for you, basedon your interests and budget.
Speaker 1 (19:53):
That sounds fantastic like having a personal shopper
and a travel agent all in one,but it also raises some
questions about data privacy.
How do we balancepersonalization with protecting
our personal information?
Speaker 2 (20:06):
That's a crucial question and it's something we
need to address carefully.
Transparency and control arereally important.
Businesses need to be clearabout how they're using data and
give people the ability to optout if they want to.
Speaker 1 (20:17):
Right, because I think it's fine to get helpful
recommendations, but it'sdifferent when you feel like
every move is being tracked.
We need to make sure AI isbeing used ethically and
responsibly.
Speaker 2 (20:26):
I completely agree.
Ai should be used to enhancethe customer experience, not to
invade privacy or break trust.
It's about finding that balancewhere businesses can use AI to
provide great service whilecustomers feel confident that
their data is being handledresponsibly.
Speaker 1 (20:44):
I think that's a great point.
It's an exciting time to seehow AI is developing, but it's
also important to be aware ofthe potential risks and to
protect our privacy as consumers.
Speaker 2 (20:53):
Absolutely Like any powerful tool, AI can be used
for good or bad.
It's up to all of us to shapehow it's used.
Speaker 1 (20:59):
This has been a really insightful conversation.
We've covered so much groundtoday from the limitations of
traditional CRMs to theincredible potential of
AI-powered solutions.
It's clear that AI is going tochange everything about how we
interact with businesses, butit's important to be mindful of
the ethical implications and touse this technology responsibly,
and remember that humanconnection is still incredibly
(21:20):
valuable.
Speaker 2 (21:20):
I couldn't agree more .
Speaker 1 (21:22):
Well, that's all the time we have for today.
Thanks for joining us on thisdeep dive into the world of
AI-powered CRMs.
Until next time, keep exploring, keep learning and let's shape
the future of technologytogether.
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