Speaker 1: 1:01

Hey everyone, you know that feeling when you walk into your favorite coffee shop and they already know your order. They might even remember that conversation you had last week about that new book you're reading.

Speaker 2: 1:10

Yeah.

Speaker 1: 1:10

That's not just good service, that's a business that really gets you.

Speaker 2: 1:16

Right.

Speaker 1: 1:16

And it's a feeling more and more businesses are trying to replicate using this thing called CRM. You've been exploring some CRM material lately, so today we're doing a deep dive to figure out what this buzzword is all about. Cut through the hype and see if it's something you could use to gain a real advantage.

Speaker 2: 1:35

What's fascinating here is that a lot of people think CRM is just about buying some fancy software. But the real magic, as your research points out, is that it's a whole strategy, a philosophy, even for building lasting relationships with your customers.

Speaker 1: 1:50

OK, so it's more than just a Rolodex on a computer. One source defines CRM as a strategy that enables businesses to understand their customers better, improve communication and provide personalized service. So how does that actually work in practice?

Speaker 2: 2:04

Imagine this personalized service. So how does that actually work in practice? Imagine this Instead of seeing your customers as just transactions, you start to understand their journey, every interaction they have with your business, from the moment they first hear about you, maybe through a social media post or a Google search all the way through to hopefully becoming a loyal customer who recommends you to their friends. Crm is about mapping out that journey and finding ways to make it smoother, more enjoyable and, ultimately, more valuable for both of you.

Speaker 1: 2:32

So it's like, instead of a one-night stand, you're trying to build a long-term relationship, and those are way more valuable in the long run.

Speaker 2: 2:39

Exactly, and the data backs that up. Your research actually mentioned that acquiring a new customer can be five times more expensive than retaining an existing one. So nurturing those relationships, really understanding what makes your customer tick, that's where the real payoff lies.

Speaker 1: 2:54

Which makes a lot of sense in today's business world. Right, Competition is fierce and customers have more choices than ever.

Speaker 2: 3:00

Absolutely, and they're not just looking for the cheapest product or service anymore. They want an experience, a connection, they want to feel valued.

Speaker 1: 3:08

So how does CRM help you actually do that? I mean, is it really possible to personalize things when you're dealing with potentially hundreds or even thousands of customers?

Speaker 2: 3:17

That's where the technology comes in. But remember, it's just a tool to support the strategy and, yes, it can absolutely help you personalize at scale. Let's talk about those all-in-one CRM platforms your source mentions. They're designed to integrate all these different aspects of your business, like sales, marketing and customer service.

Speaker 1: 3:35

Okay, that part always makes my head spin a little. How does that actually work? Is it like one giant piece of software?

Speaker 2: 3:42

Think of it this way. Imagine each part of your business is an instrument in an orchestra. You've got your sales team on the trumpets, marketing on the violins, customer service on the flutes.

Speaker 1: 3:54

I like where this is going.

Speaker 2: 3:55

Now, if they're all playing different tunes, it's going to sound pretty chaotic, right? But a CRM acts like the conductor, making sure everyone is playing from the same sheet of music in sync and creating a beautiful symphony of customer experience. It brings those different functions together, helps them share information seamlessly and ensures that you're presenting a consistent, cohesive experience to your customer, no matter how they're interacting with you.

Speaker 1: 4:19

The source uses the words proactive, seamless and cohesive. This is starting to paint a much clearer picture for me. So it's not just about reacting to customer inquiries or complaints. It's about anticipating their needs and proactively reaching out with the right information at the right time.

Speaker 2: 4:37

Precisely, and that proactive approach can make a world of difference. It's about moving from a transactional mindset to a relationship building one.

Speaker 1: 4:45

Okay, this is all starting to sound pretty amazing, but also a little overwhelming. It seems like you need a whole team of people to manage this kind of thing. How does a small business owner, especially one who's already wearing a million hats even begin to wrap their head around CRM, let alone implement it effectively?

Speaker 2: 5:01

That's a common misconception. The beauty of CRM is that it can be scaled to fit any size business. And you're right, the thought of managing a complex system on top of everything else can feel daunting, but that's where the automation part comes, in which your research dives into. Okay.

Speaker 1: 5:17

Yeah, that's the part that always gets me excited Less busy work, more time for strategy, right.

Speaker 2: 5:23

Tell me more about how CRM actually automates things.

Speaker 1: 5:25

Imagine this A new lead fills out a form on your website.

Speaker 2: 5:29

Okay.

Speaker 1: 5:30

Instead of you manually entering their information, sending a welcome email and reminding yourself to follow up. Right, your CRM can do all of that automatically.

Speaker 2: 5:39

Wait, hold up. For those who might not be as familiar with the lingo, remind me what lead scoring is all about. It's something about prioritizing the hottest leads Right Exactly. Lead scoring is like having a personal assistant who ranks your leads based on their likelihood to become customers. Your CRM looks at factors like how they found you, what pages they visited on your website and how much they've engaged with your content. Then it assigns them a score so you can focus your energy on those with the highest potential.

Speaker 1: 6:05

Okay, that makes so much sense. It's like having a superpower that helps you use your time and resources more effectively. No more chasing dead-end leads or letting promising ones fall through the cracks.

Speaker 2: 6:15

You got it, and that's just one example. Crms can also automate tasks like setting out personalized email campaigns, scheduling social media posts, even qualifying leads based on preset criteria. It frees up a tremendous amount of time and mental energy.

Speaker 1: 6:32

That word sustainably comes up in the source material too. What does that look like in action when we're talking about automation and CRM?

Speaker 2: 6:42

It's about building a business that doesn't require you to be working 24-7 to keep up.

Speaker 1: 6:48

Right.

Speaker 2: 6:48

It's about working smarter, not harder, which is something we can all get behind. By automating routine tasks and streamlining your processes, you can manage growth without burning yourself out.

Speaker 1: 7:03

Okay, this is all starting to make a lot of sense. But even with all this amazing technology, isn't there a risk of losing that personal touch that's so important for building strong customer relationships? Amazing technology isn't there a risk of losing that personal touch that's so important for building strong customer relationships?

Speaker 2: 7:09

That's such a great question and it's something a lot of people worry about. But here's the thing CRM isn't about replacing human connection. It's about enhancing it. The source material actually has a great example of this. Talk about AI and data analysis.

Speaker 1: 7:23

Right, that part initially threw me for a loop. It seemed counterintuitive that something as seemingly impersonal as AI could actually make things more personal. So it's not about replacing, like you were saying. It's not about replacing that human element, but more like okay, how can we use these tools to actually enhance those relationships? It's about working smarter, not harder, which I think is a mantra for, like, every entrepreneur, right?

Speaker 2: 7:49

Absolutely. Yeah, that makes a lot of sense. It's like that, saying you can't manage what you don't measure.

Speaker 1: 8:01

Exactly. And speaking of measuring, one of the biggest benefits of CRM is its ability to track key metrics. Remember how we were talking about the customer journey?

Speaker 2: 8:11

Yeah, With a CRM, you can actually see how people are moving through that journey, identify any bottlenecks or drop-off points and make adjustments along the way points and make adjustments along the way.

Speaker 1: 8:23

So it's not just about organizing your contacts and sending automated emails. It's about having a bird's eye view of your entire customer experience. Yes, and using data to make informed decisions. I'm starting to see how powerful this could be. But for our listener who's ready to take that first step, what would you recommend? Where do they even begin?

Speaker 2: 8:39

Well before you even think about specific CRM platforms which, by the way, we can dive into in a future deep dive, if you'd like.

Speaker 1: 8:47

Oh yes, let's put a pin in that for later.

Speaker 2: 8:49

Absolutely, but for now I recommend starting with a simple exercise. Grab a piece of paper, or even just use some sticky notes, and try to map out your current customer journey.

Speaker 1: 8:58

Like a visual flow chart of how people interact with your business from the very first touch point. Yeah, I love that.

Speaker 2: 9:05

Exactly. Start by thinking about all the different ways someone might find you. Is it through your website, social media, word of mouth? Then what are the steps they typically take before making a purchase or booking your services? Do they download a lead magnet, attend a webinar schedule, a consultation? And what happens after the sale? How do you stay in touch and nurture that relationship?

Speaker 1: 9:27

It's like creating a roadmap of your ideal customer experience.

Speaker 2: 9:31

Yes.

Speaker 1: 9:31

And once you have that visual representation, you can start to see what the gaps are.

Speaker 2: 9:34

Right.

Speaker 1: 9:34

Like maybe you're doing a great job of attracting leads, but then they're falling off the map because your onboarding process is clunky or non-existent.

Speaker 2: 9:41

Exactly. This exercise can be incredibly revealing and the best part is it doesn't require any fancy software or technical expertise. It's just about taking the time to really think through your customer journey and identify areas for improvement.

Speaker 1: 9:57

And maybe even celebrate some wins along the way, because chances are you're already doing some things right.

Speaker 2: 10:02

Absolutely. Crm isn't about reinventing the wheel. It's about making your existing processes smoother, more efficient and more customer-centric. It's about finding those small changes that can make a big impact on your bottom line and your overall customer satisfaction.

Speaker 1: 10:18

Speaking of resources, I remember the source mentioned a company called Pinnacle AI. They apparently offer some pretty cutting edge AI driven CRM solutions.

Speaker 2: 10:26

Might be worth checking them out to see what they have to offer.

Speaker 1: 10:28

Yeah.

Speaker 2: 10:28

The CRM landscape is constantly evolving, with new players and technologies emerging all the time.

Speaker 1: 10:34

So it's a journey, not a destination, right?

Speaker 2: 10:37

Precisely, and the most important thing is to start somewhere, even if it's just with that simple customer journey mapping exercise. Taking that first step is what matters most.

Speaker 1: 10:45

I love that. So to our listener. We challenge you to take that first step. Think about one area of your business where a more organized customer-centric approach could make a real difference. Maybe it's streamlining your email marketing. Maybe it's finally getting around to setting up that welcome sequence you've been putting off. Or maybe it's just taking a few minutes to map out your customer journey. Whatever it is, just start somewhere.

Speaker 2: 11:09

Because even small changes can have a ripple effect on your business, leading to happier customers, increased loyalty and, ultimately, more sustainable growth.

Speaker 1: 11:18

And isn't that what it's all about Building a business that not only thrives, but also brings you joy and allows you to make a real difference in the lives of your customers.

Speaker 2: 11:28

Couldn't have said it better myself.

Speaker 1: 11:29

Well, on that note, it's time for us to wrap up this deep dive. We hope you found it insightful, maybe even a little inspiring. Remember, crm isn't just a buzzword. It's a philosophy, a way of doing business that puts the customer at the heart of everything you do.

Speaker 2: 11:46

And the beauty of it is that it's a journey you don't have to take alone. There are tons of resources available, from helpful articles and podcasts like this one to experienced consultants who can guide you along the way. So keep exploring, keep learning and, most importantly, keep building those amazing relationships with your customers.

Speaker 1: 12:03

Until next time, happy CRMing.