The aim of CRM automation is to improve both the Customer Journey experience as well as the Business Owner experience. The core goals of CRM automation are to:
Improve relationships – A CRM system can give you a clear overview of your customers. You can see everything in your lead / client profiles dashboard which provides insights into your customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more. This allows you to stay on top of the status of all of your customers in a simple click, and make them feel important and catered to, without needing to take up valuable memory space.
Improve efficiency – Automating repetative tasks with set workflows helps you turn your funnel into a journey your customer will enjoy because it removes the wait time. A well-designed customer journey makes it easy to transition your customer from one stage of the funnel to the next and this is where automation is key.
When you can minimise your need to manage basic tasks you will have more time, head space and energy to focus on the elements of your business that only you can do which in most cases is what you are most passionate about.
You before CRM automation…
Here are a few reasons why the CRM automation customer journey is important:
With this in mind, depending on what your business is the type of CRM software you will need and the level of automation you want to set up will vary. For the purposes of this training, the following is a general overview and will need to be adjusted to suit your exact needs.
CRM For Business Growth
The process can seem a bit daunting if it is your first time hearing the terms, but the easiest way to think of it, is that the “form” is required to kick off the automation process. Once a lead or client completes a particular form, that automatically tiggers the worfklow and each step of that workflow thereafter which can be totally unique for the specific step of your customer journey and overall sales funnel.
Depending on what steps you have in your workflow, you may need some or all of the following content to add to your CRM automation. I use and recommend 17hats so the following are workflow items based on their top tier functionality:
The first part of CRM automation is customer journey mapping (referred to as a “workflow” during this training) which is the process of using predefined business processes to automatically trigger certain actions to complete a particular activity.
Essentially, it is a breakdown of the exact steps your customer will take as they travel through your funnels. The purpose of a customer journey map is to ensure that your customer transitions from each stage of the journey effortlessly.
By mapping out your customer journey workflows for each offer and pipeline, you are better able to pinpoint potential friction areas and remove or alter them to give your customer a seamless experience.
By automating the customer journey workflow, you can easily automate manual tasks to reduce human error, boost productivity, and remove bottlenecks.
Let’s break down the general structure in each phase: