Empower Your Support Team with an Easy-to-Use Lead Nurturing CRM for Support

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in this video I want to talk about a very simple system it's actually the system that I use for managing up my lead nurture process inside of my CRM hey guys if you haven't met me yet my name is Emmanuel I am the founder and kind of Chief talking head guy over here at square one group but really our mission is to help you identify your expertise AKA your Niche and then help you scale your business using systems so that said really make these videos to try to help bring in some new business for you so if and when you do decide a skill you keep us in mind because we would love to work with you now today I actually want to jam on with you about using your CRM to stay organized when nurturing your leads but I want to start off with this um tell me if this sounds familiar you signed up for a CRM because you hear so many great things about it or maybe you hear that you need a CRM and then once you create a brand new account within said CRM you kind of get lost as to what to do next a CRM is no more than a hammer it's no more than a tool for you to use to help build a super successful company that's it now let's talk about the actual system but in order for me to help you you understand what the system looks like I'd like to First lay out some terminology that we can both come to grips with that we can both maybe agree with and it works like this you see there's really three main terms that we both have to understand and agree upon and as soon as we are talking the same language and then we can implement this actual system to make it a lot more efficient for you in the future the first term I need you to understand the term that really we both need to come to grips with and Define its similar meaning so we're talking the same language is the word lead now there's a bunch of different definitions of what a lead means but for the sake of understanding this system let's make it super simple a lead is essentially someone that has shown interest in working with you but you have not actually communicated with this person yet now the next term that we both need to come to grips with is the term Prospect and a prospect is no more than a person that has shown interest in working with you and that you have engaged with but has not converted into a client so uh they want to work with you and and you've talked to them but you haven't done any business yet okay lastly I mentioned it uh just a second ago the word that we both need to agree with is the term client and I think we both can uh or we all can agree that a client is someone that has agreed to trade our service for money okay now there's something super important that you need to understand based off of these three very specific definitions that is each one of these types of contacts requires their own form of communication I mean simply put you're not going to be sending new clients or maybe your existing clients the same kind of content that you would be sending to maybe a prospect or maybe a brand new lead and look it's simply because at the end of the day some of that information that you might be sending one type of contact is completely irrelevant to the other additionally if a prospect is talking to you and is actually interested in your service you're not going to want to send them generic lead information or marketing you're going to want to actually send them information that's more relevant to the exact problems that they're are facing so that you can convert them into a client a lot quicker but I digress now let's talk about the CRM itself crms they don't necessarily give you a proper framework at least in my opinion or an exact system to be able to convert leads into prospects and of course prospects into clients it's simply just a blank canvas and then you need to create the system within that canvas so that it becomes a lot easier for you to implement set system and stay organized using this very specific tool which is your CRM and that really leads us into the point of today's little video which is what is the actual system that you can use to properly nurture leads and convert them into prospects and then into clients so let me hop back into the iPad and let's break down this system together now step one all crms uh they have deals or deal stages for every single contact that you have and it's really just an easy way to stay organized but the deal stages are really where The Sweet Spot of a system come into play and let me Define the deal stay pages that I like to use for the sake of my system uh and then you can just take it run with it maybe play around with it so that you can make it unique to your business okay so to start things off there's really eight main stages eight eight main deal stages that I look at and those stages are number one the hot lead number two the first touch number three the second Touch number four the third Touch number five contacted nurturing number six closed one number seven closed lost and then number eight cult all right now the way I use my CRM it's a lot like this what a new lead is captured a deal is automatically created and then added into the hot column so let's say for example let's get this new lead and column John Smith now typically what I'll do is once this lead is captured on day one I will try to reach out to John via phone call via email and via text message to try to spark a conversation now if I'm not able to reach John then I will move him to First State the second stage which is first touch which means that the following day I'm going to try to reach out to him again then I'll move him to the second touch then if I'm not still able to reach him again then I'll move him to the third touch and then if I'm not able to reach him again uh after my third attempt or really that third touch then essentially I'm gonna move John Smith to cold now conversely if me and John actually have a conversation then I'm not gonna move him to uh the cold I'm actually going to move him to contact nurtured because that means that I've had a conversation with John and maybe we can uh I'm still nurturing him to try to get things to work to maybe see if that we can do business together and if John actually agrees to do business with me then I'm gonna move John over to close one and this is essentially a sign that John has decided to go with me or to work with me and has become officially a client and lastly the only other column that I have to talk about is the close loss column now I typically put a lead into the close loss column uh if one of two things are true number one if John tells me to f off and get lost because obviously uh it's a lot harder to convert someone that is completely not interested then actually convert someone that is so I won't even bother John if he just says like leave me alone uh and then number two is to be quite honest if they die yeah I know it sounds a little morbid but you know a lead is not actually dead unless they're actually dead anyway so uh there's one last thing I do want to mention with regards to this little system and that's something I alluded to earlier it's that uh leads prospects and clients all require a different type of communication so if we're looking at how kind of this system plays out this is the way I look at what a lead is or what category Elite falls into so a lead is typically the hot lead the first touch the second touch the third touch and cold a Prospect is someone that's actually shown interest in working with me and I've been able to have a conversation with them that person would fall under it contacted nurture and then of course we have a closed one meaning that this person converted into a client one more thing to note and that is the cold uh column here the cold deal stage uh now interesting thing about the cold deal stage I do this thing it's called lifetime nurture the idea behind life turn nurture is that I have a system in place that's constantly dripping value on these leads on a daily basis and all these pieces of value they have a call to action and if this lead is super dead cold they haven't I haven't talked to them in like months or maybe a year or multiple years maybe this one piece of value and this one calls to action will actually get them to respond will actually get them to want to raise their hand because uh there's typically the now people and the not now people maybe that not now person might become a now person and if that's the case then that's super awesome and that's great and let's say John Smith here is in the cold lead they raise their hand at essentially what would happen is I would move uh John over to that first touch and then cycle through John until I get back to all right so I can get him to contact the nurture again and then hopefully convert them into a client and if not then John goes back to that cold call oh and real quick about this contacted nurture column um it's actually really a really important column because by definition these people are actually considered prospects so my strategy and intention with these types of uh of people are these types of contacts is to continue the conversation and find out whatever roadblocks or challenges they are facing so that I can provide a custom piece of value to help them overcome those roadblocks so this means not bombarding them with daily emails but maybe tapering Down Still providing value but really being more intentional with my conversation so the Cadence is definitely not going to be daily but it's enough to stay top of mind and then lastly if we're talking about the closed one column these are essentially clients now my strategy for communicating with clients is completely different from from leads or prospects because these people have already agreed to work with me so my Cadence for communicating with them is actually going to be completely different than that of what's going to be required for me to bombard a lead to get them to raise their hand or maybe to nurture a lead to spark a conversation and convert them into a client so these two columns here the uh I'd say Prospect column and the client column actually receive different types of messages than just regular generic old leads anyway I hope this is making sense to you and if you want me to break down the type of lead nurture sequences that I have for my leads happy to do it for you just drop the words nurture in the comments section and I'll be happy to make another video breaking that down but in any case if you have any questions about any of this stuff highly recommend you uh join our free Facebook group leaving the link in the description below we talk about all this stuff more in depth in there uh anyways if you found value in this video make sure you check out this one here