Customer service management system for Operations

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today I'll be answering the question what is CRM so CRM stands for customer relationship management and it's generally referred to as a software so CRM which is the shortened version of customer relationship management is a software that helps businesses manage basically any part of the customer process so from sales to marketing to customer service the CRM software manages all that so some of the features that it may have are contact management sales tracking marketing Automation and it's used to manage customer data sales processes and marketing campaigns so it's an all-in-one software that allows companies to be a lot more efficient and effective when managing their customers and to break it down into really simple terms you want to acquire leads with your marketing and advertising strategy you want to close leads with sales and you want to nurture customers with service so ongoing service and support will build customer loyalty and with CRM software everything becomes a lot more organized this entire process and you can also learn along the ways some of the things things that work very well and some of the things that aren't working for your company so to give you an example let's just say I'm running a marketing agency I have a large marketing agency I'm trying to drive a ton of new clients and I want to make sure my existing clients are also happy so what I could do is I'm using content marketing SEO social media and paid advertising to drive leads so I'm starting to drive new leads and my new leads are contacted by the sales team as soon as they come in then once they become customers or clients then they are onboarded and supported by an account manager now along the way the marketing team the sales teams the account manager they can all easily communicate and make sure that everyone's on the same page with everything and our CRM software will manage that every step of the way to keep track of every single lead that comes in every single client we have and any Potential Prospect that we haven't closed yet so the point of a CRM software is instead of doing this manually like something like this okay here's our new leads here's what we contacted here are our current clients what you can do with CRM software and these are actual screenshots directly from Salesforce one of the leaders in CRM software I'll also use an example from HubSpot as well another leader too so what you can see here is here is the marketing team saying hey our campaign got a major lead new priority lead gamma Incorporated okay so the sales team says reaching out today so now you know we have a lead in you already have contacted your sales team sales has confirmed we will be reaching back out to this customer so let's just assume the customer is closed and you start working with this client you can see here from sales so this key account needs product support so from the service team I'm on it gamma Inc case whatever it may be and now you're able to manage all those cases and make sure that those cases are closed and that your customers are happy and the other part of a CRM software that is really another really great feature is you're going to have these Pages for each of your customers where you have all of their contact information their lifetime value to your company you can set specific loyalty status and you can have this for every single customer which allows you to easily contact them manage them make sure that your customers are happy with the service that you're providing them so that's the whole point of a CRM software is if you do have these clients and you can see here so 55k lifetime value if you have customers that are spending a ton of money with you you don't want to lose them you want them to actually spend more money with you you want them to grow their loyalty and hopefully they could either send you more referrals or just be a customer for life so let's use a few examples from HubSpot and they have this really cool feature down here on their website where you can say the CRM platform includes marketing so marketing software to help you attract the right audience convert more visitors into customers and run complete inbound marketing campaigns at scale so that includes SEO tools marketing automation social media tools blog and content creation so you can easily see here is how we're driving customers and here is what is working the best for us now sales once you start driving some of these leads the sales CRM software helps your sales team close more deals deepen relationships manage their pipeline more effectively rather than getting emails just lost in your inbox or having to go through your inbox to find all this you have a customer ABC comes in and then you manage customer ABC every step of the way email sequences smart send times multiple deal pipelines sales automation e-signature so you can do everything right within the CRM software now last but not least once you close all these different clients and customers you need to provide customer service so that's another portion of the CRM platform conducts seamless onboarding enable flexible customer support deep in customer relationships at scale so what's happening with a lot of CRM platforms is they're trying to automate a lot of this as well so things where some of the same customers have the same questions you can easily answer them without even using somebody who works for your company you can even just use artificial intelligence so that's what's starting to be built into a lot of these different CRM platforms as well Automation and AI so if we come over here just looking at more examples so sales software you can see things with 89 new page views today we have five new contacts we've sent 13 emails so with your sales software it helps you keep track of every single customer and then you have customer service software order issues higher recently placed an order not sure if it went through quickly back get back to your customers and make sure that all of your customers are happy that's the whole point of CRM software so if we come over back here just finishing up so customer relationship management is what CRM stands for it's really for larger companies that are dealing with a lot of different clients they have a pipeline of new leads coming in so the best way to manage all that at with that is CRM software so if you have any questions about this please leave in the comment section thanks for watching my video today and make sure you subscribe to the Surfside PPC YouTube channel