Web chat and web form reporting have an entirely new interface and they are awesome! Both employ a 3-column format.
- Column #1 lists all form submissions or chats.
- Column #2 gives you the expanded view of the submission or chat selected.
- Column #3 is the vertical format of that person’s contact record where you can edit, and notes or tags, do whatever you wish!
Also, contact records are now automatically created with web chats. As far as I can tell, these enhancements have not yet been added as a support article, but they are live in your account right now provided that you have purchased the add-on. Reminder, the add-on is $12 per month and that includes any combination, up to 10, of web forms, web chats, or web hooks.
On to some best practices and let’s focus on the basics!
The 5 R’s – Sales & CRM 101
It seems as if I am always touting how simple CRM, and by extension selling, really is. The entire secret to sales is creating, maintaining, and building client relationships. You do this by consistently exceeding expectations and by demonstrating R.U.M. characteristics. You are perceived as being remarkable, unique, and memorable.
These 5 R’s will allow you to excel in these areas …
- You will have the appearance of a photographic memory.
- You will exhibit exceptional listening skills.
- You will be perceived as being super responsive.
- Your customer outreaches will become personalized.
- You will consistently engage with clients and build relationships.
- You will demonstrate the ability to keep your commitments.
You can then leverage your CRM to assist you with staying on track. Everything below is part of a contact record in your CRM. The contact record is the literal heart of any CRM! Here’s how …
Prior to your first engagement …
Research your client and their company
- Review their social profiles and take notes.
- Review their website and take notes.
Then for each engagement …
Review previous engagements before reaching out
- Review your previous notes and prior engagements.
- Check to see what they have been up to since you last spoke (social networks).
- Ask yourself what you want to gain from this call and then plan your call.
Replay your last engagement with the client and to the client
- Particularly if this is your first engagement, let them know that you have done your research, your due diligence.
- Review with them what you last discussed.
- Ask what’s new or if anything has changed.
- State and cover the purpose of this call.
- Set the expectation for what will happen next and when.
Record the results of this engagement
- Update your notes from this session. What happened? What did you discuss?
Reschedule by setting a task for your next engagement
- Plan your next step(s). What, when, and why?
- Set a follow-up task and be sure to describe the reason for the follow-up.
- If appropriate, create a stay-in-touch reminder.
That’s it!! Rinse and repeat! I’m not sure how much simpler it can get. I can also pretty much guarantee that you will be the only person who practices these behaviors and that will allow you to stand head and shoulders above your competitors!
That will do it for today! Thank you again for placing your trust in my services!
If you would like to explore whether or not Nimble CRM, my sales training, or Sales Coach Pro might be right for you, please book a free 30-minute Zoom consultation with me by going to my calendar.
To learn more about our Nimble training and implementation services, please visit our Nimble CRM training services page.
I would also be happy to connect you to a marketing professional who I know and trust or to an automated yet personalized and human-to-human LinkedIn prospecting system. Please reach out to me at craig@adaptive-business.com for an introduction!
Craig M. Jamieson
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