Hello, I am your CRM software, I manage your customers. Guys, you got to have some
CRM software if you're in business for yourself. Marianne DeNovellis here with the
Six Figure Mastermind. Welcome back and today we're going to discuss what it is
and why you need it.
CRM software is some of the most streamlined stuff you can have in your
business, I highly recommend it so let's talk about how to use it and what it's
good for. CRM stands for customer relationship management software and
there's many different kinds out there, there are some fusion soft, there's fresh
sales, there's pipe drive, there's even stuff like MailChimp, there's an endless
supply of CRM software that you can opt into. We're not going to talk about
the one that's best for you but we are going to talk about why you
need one. Before you even pick the software that you feel is best for you,
you're going to need to know why you need it and why you should be using it.
Customer relationship management software is designed to help you keep
everything organized, it's essentially your cheat sheet to all of your clients
and whether or not you're using MailChimp, whether or not using
Infusionsoft board, no matter what you're using,
there is a system that will save you time, energy, and money to use for your
clients. First thing you're going to want to do, it doesn't matter if you have the
system or not if you're not using it and what the first thing you need to track
is, everything that comes in from your client base. You're going to be reaching out
to the world and you're going to get clients to respond back and you want to
know where they're responding from, how they found you and what kind of
interaction that they had with you. In one of our videos later on, we're going to
be discussing how to's on Infusionsoft specifically and maybe we'll even touch
on some MailChimp but regardless, you're going to want to track everything that
comes in, whether you're using a notes feature, whether you're using tags, when no
matter how your specific system is set up, everything that comes in, you're going to
track so if you have a phone call and they tell you, maybe they're in the
military and they just got off deployment, you're going to write that down,
maybe they just told you they have a family and they have a dog who is sick
and they want to invest in your business, you're going to write down about
the dog, you're going to track everything in the family so guess what, when you're on
the phone with them again, if you have a memory like mine, you need this cheat
sheet to help you remember all of the things so when you call them, you
ask about the dog, you ask about the job, you ask about their family,
everything that you possibly took notes on, bring it up in the conversation
because that helps your customer relations go awesome through the roof so
track everything comes in. You're also going to track
everything that goes out, every bit of publicity that you put out there, every
email that you put out there, every phone call you make, everything that you share,
it gets tracked in this software so if I'm taking a phone call with the client
and I want to take some notes and I want to note it, notate that I offered the
client a specific program, I'm going to write that in my notes because how
embarrassing would it be to call the client into a follow-up call and not
have those notes and not remember that you already offered the program and not
remember that they already said yes and they already paid for it in fact, they've
been using it for quite some time and they've been quite happy about it and
then you offer it again. Not good. You want to make sure that you
know everything that you and your client have done together to date in perfect
order so this CRM software will help you track
all of that and keep it a nice beautiful spreadsheet all ready for you. You're
going to track all of your text conversations. For example, I have a text
thread of about 15 people on my own separate threads at any given moment and
you know what, I don't input them all into my phone, I don't save all of their
contact information, I put it all in my CRM software so that means whenever I'm
on the phone with a client, I'm also in front of my computer and I'm putting in
their aim, I'm putting in their phone number, I'm finding out their information
and finding out their history so when I'm on the phone with them, that's all
right in front of me on the screen. I know which clients I've recently talked
to, I know which clients I've contacted first, I know which clients I've done to
contacts with, I know which clients I've contacted three times, I know which
clients I need to followup with, I know which clients are working on path to
payment, I know which clients I've sold on and what program they bought, I know
which clients didn't get sold, I know which clients I didn't get a hold of.
When you start getting this flood of clients, you're going to want to have a
supportive software that helps you keep track of all of those things. Think about
this, you need to send an email out to the part of your database who bought a
specific program, how do you do it without having to categorize everything
all by yourself in the gmail account? You've got to have a CRM software, that
CRM software will automatically send the right email depending on how you've
tagged your clients so if I need to send an email out to all of the clients that
purchase my event sales and marketing program, all I need to do is construct an
email, click the proper tag and the go to the right people. The
autoresponders will also go over it to the right people, all the emails would
get to the right place. You cannot do business with massive
clientele without a program to back you
up so make the job easy for yourself, stack
the deck in your favor and give yourself the gift of having a CRM backup. I don't
care which one you use, just get some support cause an entrepreneur as a
business owner, you don't have to do it on your own, you cannot afford to be
distracted while you are doing all of this tracking ,while you are doing all of
these client calls, while you are talking to everyone that you come in contact
with and you're doing all of your advertisements and your promotions and
your marketing on Facebook. You cannot be distracted when it comes to that because
if you miss something, you've missed a client so when you're in
your crm tracking software, you've got all of your lists for every different
people, you can create as many tags as you want to keep track of who has been
where and who is doing what. I love to have four specific categories in my CRM
software at least to start out with. This list can grow, it can shrink and can vary
depending upon your needs but I like to have a four list series on how I do this.
The first list is my hot light, it's the people that are ready to go, it's the
people that I contacted me recently that I haven't spoken to yet, it's the people
that came to my mind in a moment of thinking who do I need to contact next,
these are my next people, my first respond e's, the people that I'm
talking to first, that is my hot list. Once I've talked to that person, they
either go into a sold list or if I didn't get a hold of them, they go into a
warm list or if I did get a hold of them and they weren't a sale, they go into my
cold list so I've got first my hot list, let's talk about the warm list, okay.
This is my list in process. As soon as I've talked to someone, I'm going to take
their information from my howl list and put it in my warm list. Now if you don't
have a CRM software set up yet, you can just use Google sheets to do this, okay. I
recommend upgrading when it's time to do that but you can start out with Google
sheets. Start out with your hot list, once you've contacted that person, move
their name and phone number, put it over on your warm list. You've got different
tabs set up and your Google sheets so you can do this. Hot list to warm list,
warm list the means they need another touch, they need another follow-up. Maybe
I didn't get a hold of them yet, maybe we talked but we didn't get to a
final decision, that's your warm list. Once they've moved from your warm list,
they're either going to go into a sold list or cold list. Hot, warm, sold, cold, those
are the four lists that you need to have. After I've talked to them, they either
bought a program and I'm going to make a note on my sold list on which program
they bought, how long they've been in the program in the fulfillment that has been
done or I'm going to move them to a cold list. They're still a potential customer,
it's just a no for right now. With my cold list, I'm going to be reaching out
to them, I'm going to be contacting them about every three months or so just to
check in with life, just let's check in and see how they're doing and see how
life is going and maybe it's time for them to move forward, maybe it's not but
life can change so dramatically in the course of three months that I keep them
on my list and you better believe I'm not deleting any
information at all when it comes to keeping my clients in the list. If you're
ever interested in doing a joint venture, a lot of people will ask for your list,
they want to know how big your list is and if you're deleting people as you go,
you can't keep a hold of your list, it's not smart to delete people off your list
even if they have said no to you. Sure, they can unsubscribe and that's totally
okay in fact, that's perfectly wonderful because if they know they don't ever
want to work with you, maybe they're what they call the haters, that's
okay, they can unsubscribe but you don't remove them, they get to do that
themselves and they get to clear up that space. Keep them for as long as you can
until they say please remove me from your list and that's okay, please do that
in fact, by law, if they ask you to remove them from your list, you must do that, be
respectful but otherwise, keep them on your list, either the hot, the warm, the
cold or the sold. Let yourself have the advantage of having CRM software to
back up the entire time. Aren't you so grateful that someone solved that
problem for us? That's going to save you so much time in your business and time is
money so let's make more of both.