Customer Relationship Management

Lesson 23 Chapter 1 Module 3

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Video Transcript

Hello, I'm Neil Morecraft and this is Autom8, and in this module, we're going to take a look at CRM, customer relationship management. Now that last module I know was quite complicated, can be quite complicated, maybe a little bit overwhelming. And as I say, ultimately, when we've gone through this module, you may decide to use active campaign for your CRM as well. You certainly could do worse, but I don't. And I recommend that you don't. And the reason I recommend that will become clear in a minute as we go through this process. So we're going to have a look at pipe drive. We're going to set up a trial with Pipedrive. I'm going to show you how to customise that with your Google email address and your calendar that we just deployed right at the beginning of this process, and then show you how you can set up a deal pipeline. And then ultimately, I think it's going to become clear to you why I recommend and use Pipedrive over something like active campaign, because it's just much, much easier on a day-to-day basis.

And the thing is with customer relationship tools is that if you don't get the data in, you can't get the data out. So automation is one thing. Customer relationship management is a separate thing, as far as I'm concerned and you need to be using it and you need to be sending out your emails from the CRM system and not just automated, but when you're personally sending out emails, and that's the difference with Pipedrive that you can very easily go in and do that. And you can't do that with ActiveCampaign, of course, but I just think it's a little bit clunky and it's not as nice. And therefore I use pipe drive.

So on that note let's head over and take a look. So make sure you're in your Asana workspace, make sure you're in the right segment. That's going to give you a link to Pipedrive. And actually before I do that, I'm just going to show you something I've done here, which it's probably worth noting at the end of your sections here. I've just created something else called credentials and I've then got the various different links to the bits of software that I use along with the URLs and the, and the logins. And the reason I've done this now is that you'll note that when you signed up to ActiveCampaign, you get an email link with this bit, that is your sort of sub domain on their server. And if you'd just go back to it to campaign and try and log on, you can't without this information.

So you need to keep that safe. And I find that it's very easy just to, to create a section down here, put the information in there, and this is all private of course, and then everything's sort of all in the same place. It is just easy to get to. 

So yeah, back up to where we were in terms of Pipedrive, we're going to follow that link, which takes us to, in fact, let's follow that link and takes us to the Pipedrive CRM set up, and again, we can try it for free. So we're going to do that and go through this onboarding process. So 186Kloud could have just logged on with the Google then actually I didn't quite see that down there, going to do this in the name of the client. I don't mind having my phone number. And again, at this point, if they want to talk to me, they can, and then we're going to use a secure password, which I will change later. And I would advise you do the same thing.

Two to five, telecoms, which will be IT services and let that do its thing. And I think you see that. Yeah. When you instinctively look at this for the first time versus looking at ActiveCampaign for the first time it just looks a little bit simpler. It looks a little bit easier to digest. And as soon as you start to get your data in, it just makes a lot more sense. So interesting enough that's put us straight to the deal pipeline, which is fine. And we might as well have a look at that while we're here. Think of this, like the steps of your funnel. So, come in and edit this pipeline we might want to just delete these stages to start with, but let's delete that stage, delete that stage again. You know, it's all very well and good having a a template, cause it kind of gives you an idea, but that's not going to fit what you do.

And you're not going to really know what this deal stage is until we've got to that deployment phase, ie in week four? And you, and you can start to visualise and see how all of this is coming together. Because you're not going to quite understand these elements, but we got an idea, right? So we know initially that someone's qualified, that's going to be an opt-in. So that's the easiest way of saying it's qualified. Someone's opted into that form. The next stage in this journey for this particular client is going to be, we're going to have a conversation. So in talks, for example, then we're going to have estimate sent perhaps estimate. So then we're going to have a new phase which will be you know, onsite meeting, I suspect for something like this, might be different than you guys, of course. And then and then maybe that's it for now. Now you'll note from there and I'll come back to that in a second, you have probability stages with each of those. I'll tell you what they are when this refreshes.

And that is when you go in there and you see these stages that's going to start to calculate revenue forecast. So when we put a product in here and then you've got bits of data in here, and you would have seen this on my, Get Me Discount demonstration that I did right at the beginning of this journey. If you had a look at that on my website, you'll see, this has got, you know, millions of pounds worth of opportunity in it when you've got a lot of data. And now that you kind of got to want some intelligent forecasting and that's where there's probability does. So we know that at this point, everybody's opted in, it's saying, well, how many of those are going to go through to the talk stage and how many of them would go to an estimate? So this starts to look at those conversion ratios.

And when you put that in, it'll give you an accurate forecast. So this deal pipeline is very easy to set up. You can call it whatever you like, I'm going to call it pipeline one. And you can set up more than one pipeline. So if you've got different products, you're gonna have different pipelines. If you've got different sales teams, you'd have different pipelines, you can do what you like. But initially that's all we need to do with that because we're going to take the information from our opt-in form, from our website, and we're going to feed it directly into here. And again, we're not going to do this right now. This is just setting this up so that we're ready. And then as we built the website and we can start to test everything, all of this will come together. But what we are going to do is configure this so that you've got your email address and all that kind of stuff set up. So I'm just going to go into the settings and do that now.

All right. So over here, company settings, it used to be over there, which is why Iwas looking, and then we're going to go into email sync and we're just gonna sync this with our Google account. So we just go have new camp, add new account. This is and if you have another separate email to email clients, if you've got that email and you've got it on your phone or whatever, that's fine. The, the fact that we're doing this and we're going to do an asynchronous connection means that if you delete the email in pipe drive, it will delete it on your phone. And if you send it on your phone in a week, would he be in your sent items? So everything is perfectly in sync just by connecting up in the way that we're doing now. And then we're going to do the same with our Google calendar. And that means that when we start sending emails from Google, if someone wants to schedule in a, they can do that with a link and it's all going to be in the right place. And as I say, just keeps all that information nice and tidy, I kind of get the feeling that's just  hanging there. So I'm going to just refresh that again and make sure that he's doing what we needed to do.

I don't know, you know what I think I'm logged in as someone else. And that's probably why that's confusing. So I need to log out of that. That might be what's happened here.

Okay. You're not going to have that problem. That's going to be difficult for me to troubleshoot at this point, because I'm already logged in as me and I should have logged out beforehand to do that. And I apologise for that, because that does mean that I'm not going to show you exactly how that works. What I'm going to do is just go back to a pipe drive and talk you through the rest of this process, rather than having to, to redo this again. That is as simple as that. But yet you need to be logged in as the right user. And if you're not logged in as a user, you're gonna have that same problem my as, and then you've got to log out and log back in and all that kind of stuff. So team what, let me see if I can do that, because that obviously would be better. So let's just log in as Steven and come back to sync and try that again. Might just be as simple as that. Shows I'm human at least, not everything goes to plan first time.

Okay. Hopefully now, if I'm signed into the right one, as I am, yeah. You see it. It's very simple. It'll just go off. Find that inflammation asks you to allow it click. Yes, yes, yes, yes, yes. And that's just going to sync and it is as simple as that.

And when that's done, you'll see that we've now got a nice client side email inbox, and sent box that we can use just for work, just for clients. And this is going to replace maybe your Gmail, if you've got it or outlook, perhaps if you're still stuck in outlook. And and that's going to do fine and we're just going to start syncing that. And then we're going to do the same thing with our calendar. You can use Google drive as a say, if you've got, now, you've got that suite. If you want that for your collaborative workspace, if you haven't already got something, Google drive is brilliant. I prefer Dropbox, but that's only because Dropbox was around before Google drive was decent enough to be a competitor. So I'm just going to sync the calendar, but I'm going to skip the Google drive for now. I had no accounts, the same details. Again, let me see

Again, just authorise it. And don't worry about the fact that, you know, if you do end up with what you think is a couple of systems, and you're worried about having Pipedrive for this and active campaign for that, because we know what we're doing, right? So when we connect these systems together and when we get to Zapier if we want to sync information from one into another, we can and we do so it makes, it makes it very easy. So don't worry about having different systems. Cause the whole point of this is you've got best of breed. We're using the best CRM, the best automation, the best website, et cetera, et cetera. And as a result of that, you ended up with the best solution. So that's your sync, personal stuff done. Now, of course you can go through this and put into company settings and make sure that all of that information is right.

You're going to want to do that. It's not hard to do. If you've got extra users, you can add them. It's all pretty straightforward stuff. But for now I want to talk to you a little bit about lead booster and I'm just going to find out where lead booster is. Now this is an add-on to Pipedrive. So it is another $39 a month. I think it is, or maybe 39 pounds a month. But it's a pretty good tool. And I use this on, on, on a lot of different sites actually for different things.

This is also another good feature. Actually. I didn't even mention this in the thing before you could hook your phone up to your CRM and make calls from your mobile. Again, it's a feature that's paid, but it's decent. And it also allows you to record those conversations. So if you're really into it, then you'll see that this has got some really slick stuff. And of course it has got integration into all our favorite stuff, including Asana. I'm saying that that's not what I'm looking for. I'm looking for the lead booster and I'm guessing, I'm pretty sure, click that box to start with. As I said, lead booster is an add-on. I just want to make sure.

You know what, I think I'm going to come back to this just in case when I've done this, it doesn't give me access to lead boost on a trial, which I think is probably the case because in my own CRM, I know where to go. And of course this is the same CRM and I can't find it. So I think that's probably what's happened. So it might be that I logged into my CRM and go through that with you. You'll also see in here that there are what they call workflows. And those workflows are equally light automations. Now you can use them. I do use them, but use them differently to like we would with ActiveCampaign. This is more about automating processes within your business. And if you want to just text someone quickly, you could do that and it will send an automation.

And that's why I say Pipedrive is ultimately much easier. So you're going to want to watch this video. There's no point me clicking that. And you just sit in there, watch it by. I sit here doing nothing. So I'm going to leave you on that. Hopefully by now you've got your ActiveCampaign connected to your website. You've got your pipe dive connected up. The next module, we're going to talk about lead info, which is a bit of intelligence software. We use to capture just a bit more data on our web visitors. And then that's kind of the end of this planning phase. Now course, we've done all this. You're going to want to go back in and make sure that you configured all of this properly because as we get into week four and we start deploying this, all of this needs to come together and the call, some of these things take a little bit of time.

So make sure you familiarise yourself with this product. And I would reiterate at this point there, if you're stuck, come and book a call with me, right? This is typically where people get a little bit overwhelmed and Oh my God, I'm looking at this. And there's so much to do and I don't know what to do, but the point is we need to keep it simple. And these coaching calls are there for you to do exactly that. So if you're stuck at this point, either use the comments in the course content that you are now. Or if you want click the link and click book a one-to-one call with me and we'll talk about it. And if you're stuck, we'll fix it. So yeah, I don't want you to sit in there suffering in silence. If you've got a problem, talk to me and I have no doubt whatsoever that we can fix it in the meantime, enjoy exploring Pipedrive. I think you're going to love it as a CRM. I really do love it as a CRM. And it's it's really good. So I'm gonna leave you with that thought and see you in the next module.