What is Customer Relationship Management? Animated Introduction to CRM / Marketing / Sales

[@johannaavalos2291]

A great way to show that all the information we handle in a company is valuable and see how CMR helps us give it shape and value and then turn it into results. Whichever direction it takes, it will always make your entire administration easier, which is what we all want.

[@Jessykaromano18]

This video explained CRM in a great way. A part that stuck out to me was how George continues to anticipate the possible needs of his clients. George is able to predict future client needs by using past records of clients and or possible future clients. He can then use that data to predict what the most valuable client source is, the average time it takes for a contact to become a customer and if there is a need for account based marketing such as giving a potential client a ticket to the Rays game that happens to be a rays fan. When putting processes in place to avoid problems this will help George with this current project and any other project that comes after this one. He will continue to learn and grow his CRM.

[@asiajenniferw]

I really like how this video explained CRM. By utilizing records and documents and incorporating them into his CRM George had planned ahead for his first encounter with XYZ Company. Given that four out of every five consumers spend more money as a result of a great experience with a firm, it shocks me when I encounter businesses that do not value CRM.CRM is one of the primary foundations of success in the industry of marketing and remaining top is crucial in this competitive market.I like how it illustrates how George prepares his CRM by doing more research and how prepared he was for every scenario. Excellent video for anyone who is unsure whether CRM is good for them.

[@Jessykaromano18]

I also enjoyed how this video explained CRM, it explained it in a way for people to get a good idea of the steps that are included in an ideal scenario of a potential deal closer between the client and the company. You are spot on when you said how important CRM is within a company. George used his tools correctly and it benefited him in the end when it came to his clients. If he uses this each time he works with a new client he will continue to become successful.

[@claribelhernandez2929]

I have been in social media management for 7+ years and have never utilized any systems to help with my business or sales funnel. This year I implemented a project management tool and CRM software to track my hot and cold leads. It's been the best decision; I cannot imagine how many prospects I have lost in the past by needing a proper system and software to track the client experience from candidate to paying customer. Besides, without a plan and CRM software in place, I was always playing catch-up. I needed to find out where I had left off with the client and what was promised for the next steps, and I constantly needed to catch up with my follow-ups. I was an organized mess, as I like to call it.

[@orlymayer6831]

The video does an outstanding job of explaining how a CRM system works. While watching the video, I started thinking about my career and how I could implement a CRM system to improve my relationship with our tenants. For example, in our marketing department, we help our tenants market their events, deals, and promotions through our social media and newsletter. We also create unique events to market our tenant's services to the public. A CRM system can help with communication between our department and each tenant. It will be a great system to keep track of all our tenants' needs, interests, and information. It will also help save all our notes from each tenant in one place for everyone to access quickly.

[@isabelieber1998]

Hi Orly! That is a super interesting idea for applying CRM! Are you in the industry of real state or hospitality? I think it is a great tool because in those industries there are a lot of moving pieces that you always need to keep an eye on, so having a CRM software can definitely help improve the relationship between you and your tenants. I wish my building would consider something like that for us!

[@zohourmadi8040]

This video is an excellent example of why Customer Relationship Management (CRM) system is a crucial tool to improve customer retention and sales productivity. The key is to provide the necessary training and upload accurate information to the system during the process. Proper communication between internal and external teams is another key to success. What resonates with me the most in this video is how well prepared the sales rep was before the initial meeting. He provided solutions based on the gathered information as well as the interactions with the internal team. I believe every business should invest in a CRM system and have the policies and procedures to ensure success.

[@samanthasalomon3218]

You've made a vital highlight by mentioning how training and accurate information upload is key. There is no point in investing in a CRM system if the business is unwilling to train their employees properly and reinforce the upload of accurate information.

[@lorenabarbara8364]

Hello Zohour! I agree with you completely the key is to upload accurate information the CRM system because what happened to me in my previous job was that the information was gathered from pencil writings on a white paper and because it was old you could not see clearly all the information from potential customers and all of this was lost. Another thing you mentioned that was also very valuable to me is how important is for every company to have a CRM system not only to have the accurate information but to also have proper communication between the company's internal and external teams.

[@KimberlyGrantMiami]

I completely agree. The constant flow of communication contributed to the success for both parties. Communication is key to the success of any organization (big or small). The constant flow of information has the potential to not only convey feedback about the product, but it fosters goodwill and value between buyer and seller. As a bonus, the information allows the seller to create more products to market to the buyer to generate growth.

[@marcelinenavarro2011]

The video illustrates a nearly HEAVENLY process for customer management. The process Dr. Rauseo walks through is seamless, streamlined, and assumes the parties involved are VERY cooperative. It'd be great to hear a follow-up perspective acknowledging the curveballs that are usually thrown at these systems as they inherently become PART OF the system. Curveballs such as uncooperative customers leading to the expiration of quotes or contracts, overworked departments who may cause delay, or simply a lazy salesperson who relies on their incredible relationship-building skills but doesn't have the bandwidth to complete all the fields. A solid CRM system is undeniably crucial to the growth of a company, but these systems can become highly complex and sometimes require the assistance of program managers to ensure data quality and smooth processes. All needed to align marketing efforts and optimize customer service.

[@AnthonyMiyazaki]

I really like the idea of a follow-up video that addresses the challenges Marceline. Thank you for adding to the discussion! Anthony

[@ivonnegamboa7820]

This is an excellent point, Marceline! My background in the non-profit sector has given me insight into how complex CRM systems can actually be. When organizations do not have the bandwidth, collaboration, budget, or strategy in place to optimize their relationships, it can be quite difficult to have a functioning system in place. I would enjoy a follow-up on the issues that at times arise with CRMs and ways in which we, as marketers, could overcome them!

[@JoelVillarini]

Marceline, HEAVENLY is a great way to describe it. However, issues also arise from the company side. For example, many large companies can have multiple CRM’s that are not in sync or talking to each other, leading to duplicate communications, variable data, and poor customer experience. One solution is to have CRM systems centrally coordinated to serve all parties better.

[@miltoncabrera8359]

Joel, I have seen this firsthand with companies just looking for a product that works for what they are looking for but does not take into consideration if the programs can communicate. One of my previous managers would always say, we can only look for programs that work with our existing system, if not we will end up with double work and mistakes will increase. When looking at dollars and cents, it may make be cheaper to get a program that does not communicate with your existing program, CRM, or otherwise, but in the long run, getting compatible programs is most beneficial.

[@ikrueger]

Having worked in a marketing agency, where the client information and activities were stored in different spreadsheets, emails, or task cards showed me how important it is to have sufficient CRM to be well-prepared and offer clients the best possible service. This video is a prime example of the importance and great potential that lies in a well-structured CRM. Not only can it help us to gain better performance and be well-prepared, but it also gives us the opportunity to avoid future problems. Not having an effective CRM in the past has shown me that it not only impacts the efficiency of departments working together but it can also negatively influence customer perception and satisfaction.

[@camilamoreno3744]

Isabel, I felt identified with your experience since I also lived something similar in my first job. There is a lot of information that can be used in a very beneficial way, but since it is not correctly stored and ordered, it cannot be used optimally and efficiently. The opportunity cost of not using a correct CRM is definitely very high. Let's always keep this in mind as marketers and seek to deliver a good customer experience that will be reflected in the loyalty and fidelity of our consumers.

[@MariaGonzalezSolis]

Isabel, I can absolutely relate to your comment, as I've also for for companies where client information was stored in different spreadsheets, and it definitely teaches you the importance of CRM. Especially in marketing, it is fundamental to have build and have good CRM, as it allows us to understand not only the client's needs, and wants; but it actually allows us to anticipate future business needs based on the data gathered and stored, and it allows marketers to adjust to their needs based on how the clients continue growing and/or changing.

[@mariasjoholm601]

Considering that 3 out of 4 consumers spend more money because of the positive experience they've had with a company, it surprises me when I see companies that don't take the importance of CRM seriously. In my work field of Marketing, CRM is one of the main pillars of success, and staying top of mind is critical in this competitive landscape. Great video for anyone doubting if CRM is the right thing for them.

[@agelessads3381]

That's true Maria. Marketers always are saying that they're customer-focused, but then they seem to forget about the customer once they spend the money. Abby

[@jessicagrenier7103]

Maria, I completely agree with you. When a consumer has a great experience they will always come back. The CRM system is part of that great experience as it allows everything to flow together. Just as in this video, when the buyer had questions George was able to move them along to the subject matter expert where this person was fully equipped based on George's notes on the CRM. This allows the consumer to build trust and confidence in their buying decision.

[@lindsayblock4443]

That's a great point, Maria. The statistic show how likely business will improve with the utilization of CRM tools. In my experience, staying top of mind and accessible for clients is an extremely important element to client retention.

[@w.rjames2363]

This video provides an excellent illustration of the importance of preparation to build and sustain a positive customer relationship. A Business can only thrive in a competitive market if consumers are the primary concern. I commend George on taking the initiative to research the business and draft questions before the meeting. His actions showed qualities of leadership, effectiveness, and efficiency. Utilizing the information obtained from the meeting, he began the company's profile in the CRM system to analyze ways to best service his potential clients. The CRM system doesn't just support George but also transmits information to other experts and permits a team effort to address the client's concerns. The CRM allows businesses to anticipate client needs, monitor concerns, and provide timely customer services and solutions. Using the CRM system seems to be an essential tool for businesses to anticipate client needs.

[@ClaudiaHernandez-cm5mb]

I couldn't agree more. By anticipating the client's needs and inputting all that information into the CRM system, it also provides potential sales to other aspects of the business. It is a win-win situation for not only George, but the company as a whole, when others from other departments within that industry may benefit from building the relationship. This solidifies the foundation for both companies, and building those connections will lead to other connections with other industries.

[@gabscoro]

I believe you're right in saying that a CRM system is an essential tool. I think it can be supremely beneficial to companies, no matter the industry. It is an efficient way to keep track of information because not every client will have the same goals or needs. By keeping a record of their essential information, you can be sure they get an individually targeted service. By having it be a cloud-based system, it becomes accessible to various employees in different departments where they can feed off of each other’s gathered information and customer feedback for a more successful outcome.

[@matthewclemons1136]

I agree with the point about George taking the initiative to research the company to add valuable nonconversational information. As you stated, George effectively communicates with his team through the CRM resources that his firm has. By using the company's resources, George is able to communicate about Company XYZ without having to continually meet with his team on ways to convert a lead. The centralized approach is key.

[@rominabassignana8382]

I really enjoyed how this video was easy to understand and so well explained. I was not familiar with CRM systems and after watching this video, I got an understanding of how useful and effective it can be in a company’s sales processes. The part I agree the most with is the conclusion that CRM systems provide a win-win relationship. CRM systems can help companies maintain their clients for the long term as they are constantly updating their systems with their client’s likes, dislikes, and needs. This builds a connection between the buyer and the seller. CRM systems keep every person involved in the loop, so everyone is well prepared to do their part efficiently and tailored to the specific goals the client has while predicting future issues and working on them in advance, and the client is satisfied with the customer service experience they received and is now able to design new services for their company.

[@chelseafleeman5670]

Romina, I couldn't agree more. I also was not familiar with CRM systems, and I'm so glad to finally have some clarity and understanding of what it is. It is so important for companies to have a CRM system so that they can continue supporting their customers in the way they need most. One possible danger, though, is using data to the point that there is no real in-person relationship between the company and the client. Clients need to know that they aren't just a set of numbers and outcomes, but real people with goals. As important as it is to keep track of all that information and manage customer service goals, it's equally important that the employees are developing lasting relationships with the clients.

[@VALEROSEMUSIC]

Romina, I could not agree more! I wasn't familiar with CRM systems prior to watching this video either. I took a lot from this video and the importance of having a CRM system for a business. Beyond the importance, how beneficial! This truly provides a business the tools and resources to not only have their client's information secured and organized for email marketing and more but also gain a deeper understanding of what their client's like, dislike, etc. providing them with valuable information which they can then apply to see what else they can offer their client. This is also a great tool to keep long-lasting relationships with their clients which results in customer loyalty and that is something extremely valuable for the continual growth of any business.

[@brunadoering1053]

Coming from the largest healthcare system in the United States, our healthcare system partners with several third party businesses to facilitate our daily marketing tasks. They have contracts with email marketing platforms, sales platforms and even work with technology companies. The Customer Relationship Management (CRM) tool is a one-stop shop that effectively keeps all of these different relationships and business agreements in one place. As the marketing director of one of the many hospitals in our healthcare system, the 3:16 minute mark of this video definitely stood out to me. I interact with various different users and different departments from each of these businesses and the fact that CRM is always up-to-date on these interactions is very beneficial from an efficiency perspective.

[@agelessads3381]

I can see how a big system runs the danger of being out of date if people don't input the data on time. I guess it's evidence that our systems are only as strong as our weakest links!

[@CappelletiMatteo]

I totally agree with your point of view, it is vital to have a one-stop-shop to keep all the information current and have better and more straightforward relationship management with all the stakeholders, as the bigger the company the more complex the decision-making processes and the more layers to getting things done, which if the different parties do not share the same accurate information, will only affect the effectivity and efficiency of the proposed initiative, decision or action.

[@nicholasguerra9332]

Bruna, you bring an interesting perspective into this video! I would not have thought of the fact that a CRM system for healthcare might be beneficial. When you think of the critical data that healthcare systems need to store (medical records, notes from nurses, doctors, etc.), it changes the way you think. Thank you for bringing an interesting insight!

[@alyssagonzalez8647]

I think this video does a great job of showing that in order to have a successfully running CRM you need to be extremely thorough in maintaining the information up to date and also learning about the company prior to even meeting with them. By improving organization you can successfully influence marketers to change their sales, communication, and leadership approaches. By showing you are knowledgeable about an interested company/consumer, in this case XYZ, you are undoubtedly communicating to them that you value them because you took the time to learn about them. By streamlining all the information into a CRM you’re making it a lot easier to access important information.

[@andychris6837]

Definitely agree, like how you mentioned how critical communication is in this process.

[@mariabarrios8951]

I really enjoyed the video, I worked in a B2C company and we have a CRM system to keep track of our customers. This walked me through to see another reason why CRM is important, it highlights the importance of having good relationships not only with your final customers but also in a B2B environment. It enables businesses to track clients and potential clients to react to their individual needs and provide a better experience. Investing in a CRM is essential to build trust and loyalty with clients.

[@juliatorok2204]

I strongly agree with you, it is really important to track existing and potential clients in order to be able to satisfy their needs but also to make them feel important and happy with the follow up. A happy client is always a loyal client.

[@vivianmachado683]

By giving an in depth step by step process of what it took to create a CRM that was catered to the specific company it was able to highlight just how essential a CRM is. Not only did it so throughout the entire video, specifically at the end when mentioning how the marketing team to the sales team were able to provide new services that would potentially benefit their client's company in the long run. As someone who has been working with a CRM software, it brought to light for me the endless possibilities that I was not even aware of yet. I have witnessed just how effective a CRM is for a business in terms of keeping client data updated, but throughout the video it depicted at that point in particular how it correlates with such teams. It brought to light for me that not only is it an essential way to effectively handle client information, but also a way for others to communicate and stay up-to-date within the company or organization.

[@jenseyrivera8992]

This video did an outstanding job of explaining how CRM works, and the importance of doing your research to help you communicate better with your potential client. By being prepared and knowledgeable of your clients' business you will be able to better understand their needs and offer better business solutions. Something that really stood out to me in the video around minute 2:20 was that you need to rely on your team experts to be able to be a valuable asset to your customers, you as an individual may not have all the answers but by having the right tools and the right people, you can better prepare for your potential clients. Overall CRM systems can create the right solutions 24/7 for your company, can help you predict, offer timely solutions, and come up with processes to avoid future problems, and help companies marketing and sales teams to come up with services that benefit them.

[@alyssawissinger4986]

Jensey, you bring up some great points. I could not agree more, it is vital to work together with your team. The CRM systems works so well because it allows for all team members to be on the same page with all the current information. The CRM is also a great tool to identify useful customer information such as customer behavior. Which can be used to help create different promotions and campaigns.

[@laurabucholtz8502]

The real eye-opening aspect of this video is the sheer amount of footwork that's involved in building a successful customer relationship. Many layers of research need to happen before you ever step foot in the client's office (in this example specifically, the salesperson does online research, checks the client's social media, calls ahead, and prepares fact-finding questions to bring to the meeting.) Once the potential customer is engaged, then the real benefits of the CRM show. The CRM helps you manage the details of a customer's needs, as well as make seamless handoffs between different people on your team.

[@anthonyoconnell7502]

Laura, I think 'seamless' is such an important descriptive word regarding client onboarding in general. It is incredibly important to have all the information and skills to complete work on a case successfully. However, bringing the professionalism of preparation to make matters easier on the client is invaluable. We see time and time again, in business, fully qualified people miss out on opportunities because of a lack of preparation done and the lacking of a sense of hard work ethic.

[@AnthonyMiyazaki]

@@anthonyoconnell7502 Your implication that preparation is a key element of professionalism is something many marketers and salespeople need to learn. How can we sell to someone we don't know? Answer: get to know them by researching and preparing. Thanks for the comment!

[@AnthonyMiyazaki]

Great insights Laura. For large sales especially, the upfront work makes all the difference in the world.

[@ethanpunal8294]

This video provides exceptional insight into the process of building a connection with potential clients and the work that is required to generate a fluid and operational win-win relationship. One aspect that was particularly interesting and unfortunately may go overlooked on a day-to-day basis is the intricate research George undertook prior to even meeting face-to-face with the client. This type of in-depth, behind the scenes work is a necessary step that one must take if one wants to establish a solid foundation for any working relationship.

[@Marayaaaa1]

Hi Ethan, I agree with you on how this video really illustrates the behind the scenes work that goes into the CRM. This is truly the start of a solid foundation.

[@laurabucholtz8502]

I agree whole-heartedly! It can't be over-emphasized: research, research, research. I've seen it make all the difference in my congressional lobbying. If I want to connect with that congressperson, I need to go in understanding their positions, what committees they sit on, what types of bills they have sponsored in the past (and therefore willing to sponsor in the future), they often partner with, and so on. A successful deal starts way before the first meeting!

[@casonnieleon4053]

I could not agree more! Many people overlook the research that should be performed before meeting with a client. This is like trying to hit a target with your eyes closed. The key to a solid foundation in a relationship is getting to know the wants, needs and providing solutions. This will help better connect with the client and obtain ultimate results.

[@juliatorok2204]

Great video of how Customer Relationship Managements should work. Shows how important it should be to collect all the information about the potential and existing client, how it helps the information flow between the two counter-parties. George registers the information he got on the meeting from the client and his team can start to work on it right away, it is a really time saving method. What resonated with me the most is the research and preparation he performed and he even followed up with the client after their services so he could ensure their satisfaction. In my opinion meeting the clients needs is not enough, you also have to make them feel important, and there is no better way than follow up after the job is done. When trying to close a new client George’s approach of the deep research is the way to go!

[@ceciliapintocoelho740]

I strongly agree with you. I liked how this video focused on how the organized, up to date information, with access for everyone, is a key factor to build a lasting relationship with the client and to improve efficiency in the marketing and sales processes

[@ryanmcclellan5408]

Yes, collecting all of the information about your clients or customers (or partners, or supply chains, or distributors) definitely assists in the process of developing a relationship. If you are capable of understanding the mindset behind the client (i.e. perusing their websites and social media channels, and even online bios prior to the meeting or first touchpoint), you can come prepared. The value of a CRM system of any kind is to streamline the amount of information you can receive upon first contact, and it definitely allows for the company, entrepreneur or contractor to keep that CRM system updated within the same day as the first or second interaction. In doing so, you can remember what was discussed!

[@rominabassignana8382]

Hi Juli, I agree with your point of view. Meeting the client's needs is not enough, I consider that building a relationship between the customer and buyer is one of the most important things to mark a difference and maintain a long-term relationship to eventually build brand loyalty. When clients feel important, heard, and taken care of, they are more likely to come back to you and recommend you to others. Following up after a service helps build this relationship and provide a satisfactory customer service experience. I also agree with how CRM facilitates the information flow which prevents any miscommunication between both parties.

[@sabastian242]

This is a precise representation of a well-functioning CRM system. As you can see, it is important for the Sales and Marketing team to be aligned with the customers to have an optimal sales process and build relationships. I am fortunate to work at a company where the CRM system works as a beneficial and useful tool for the entire sales cycle. This video also portrays the importance of CRM in any type of organization. I really enjoyed it!

[@josel.grondona4856]

Agree with you Sebastian. In many cases, the marketing team and the sales team are not aiming to the same target. CRM tools have what it takes to work as a team, manage data and search for opportunities from the first contact with the client. All available in one place.

[@AnthonyMiyazaki]

Having a full-funnel CRM system is a great benefit to both the marketing and sales teams -- as well as for the company's customers. Thanks for the comment Sabastian.

[@taisp4419]

Thank you for sharing this video, I enjoyed seeing the visual explanation of the CRM process. As a company grows, the need for a robust customer database becomes a necessity. Important conversations are generally scattered around in spreadsheets, post-it notes, trendy napkin notes, emails, or general outlook entries which leads to inconsistent interactions with customers (both future and current). We use DealCloud in my office and this has helped elevate our connections with all our clients. In my experience, in using this CRM system we were able to see many benefits but one of my favorites is using it as a targeting tool. With DealCloud I sift through contacts and target certain industries to create messaging that resonates with them…everything from newsletters to press releases to personalized marketing campaigns. I also enjoy having information about people to help serve them better, when people see personalized customer service, they are more inclined to remember you.

[@jennys2336]

Hi Tais! Thank you for sharing your thoughts about CRM systems. I believe businesses and organizations would be so unorganized and all over the place if they did not have their information stored in a CRM system. I am not sure how companies would be able to function if they just stored all their information in notebooks or folders. Having any CRM system helps companies stay more organized and on top of everything by being effective and efficient. I am so glad more and more companies are starting to update to newer CRM systems like DealCloud or Salesforce in order to stay more organized and essentially provide excellent service because of these systems. CRM systems have become an essential part of the workforce and have helped so many employees solve problems for their clients!

[@cristinaserrano9583]

Hi Tais, I can not agree more with your point of view. I work in the real estate sector and our company keeps on growing everyday and with it, our database. If we didn't had our CRM, we would get crazy with all of the information that we save that includes every interaction that we have with our customers. But i do have to say that we haven't used the targeting tool that you mention "DealCloud" and by reading your experience, we are definitely trying it.

[@mateoarbelaez1984]

Something that I found outstanding, and I've experienced before is how CRM works like a charm depending on how you use this amazing tool. Data is valuable, and knowing what to do with that information is what matters the most. CRM is a resource, but if one doesn't understand what is the next step with that information then the benefits are not to be seen. I love the part where it explains how George prepares his CRM by further investigating, and how prepared he was for every outcome. That is how powerful the tool is, with the right data and procedures nothing is going to come at you by surprise. Great video!!

[@lizmarycarralero188]

I really enjoyed this video and the different benefits of using a CRM. As someone who hasn't had the first-hand experience with CRM's, this example provided in this video broke down and highlighted how a CRM can benefit a company. This example shows how a CRM is not only helpful or useful when it comes to closing a sale, but how different users within the company can utilize it and continue providing solutions based on the needs of the consumer. This video showed how a CRM can increase the overall efficiency and success of a company.

[@saceliaorsini3146]

I agree, Lizmary. It's important for everyone on the team to be on the same page and have detailed and up-to-date information for each client so the company can continue providing solutions based on the needs of the consumer like you said. I like the fact that Nancy pointed out, "CRM facilitates a win, win relationship." I agree with her because with prolonged good customer relationship management, customers feel happy to advocate your brand to others and that’s how your business rises to success.

[@samvillarreal]

This video did a great job highlighting how a customer relationship management system works. As I am someone who is currently working in sales, I know how important it is to build relationships and be prepared when meeting with potential leads. I like how George was organized and came prepared to the meeting with questions for the company, which is a very important aspect in both sales and building relationships. Something important to note that was highlighted in the video is maintaining a good relationship with leads and clients even after they have already committed to a company. I can relate to this because many professional relationships I have built with clients have brought me many other referrals, therefore helping me build my business. CRM should be a priority and contributes to the success in a business. Many businesses have fallen between the cracks due to the lack of priority of customer relationships and in today's age that is a very important aspect to stand out over other companies.

[@marianapaliza3206]

The information and graphics on this video perfectly illustrate the journey of CRM from a B2B perspective. Per my professional experience in retail, I have always experienced CRM as the relationship with the final retail costumer. This video helped me to understand the B2B perspective, which emphasizes developing a business relationship by conducting research, understand the customer’s needs, keeping track of the evolution of the relationship, update new ideas and, most importantly, building trust. These concepts are very valuable for both B2C and B2B.

[@JPBermudez]

As you mentioned, CRM systems are a valuable tool that plays a fundamental role in B2B decision-making. Many times the same employees need help to grasp the importance of this tool and take full advantage of it. All companies should show these types of videos to their employees so they can also see CRM's role from the company's perspective.

[@alyssawissinger4986]

I really appreciate how well the video explained how the CRM system works. The video made what could be a very complicated system very simple and easy to understand. One can see how important it is to keep the CRM system update with every little step in customer relations. Having proper and current information in the system allowed for clear communication throughout the company. The marketing and sales teams were able to work together with customer relations in order to best serve the customer.

[@stephaniegrau]

Alyssa, I agree with your statement. The video made a complex topic easy to follow. As a result, I now better understand CRM and its benefits for any business. I have not used CRM in the past; however, this video highlighted how important it is to keep detailed descriptions of clients. As we can see in the video, George would update and write detailed descriptions of the company XYZ's needs. Having easily accessible and detailed information on the CRM system helped George's company work together and close the deal. In addition, these detailed descriptions can help maintain long-lasting relationships with clients.

[@cynthiaismino]

Totally agree with what was exposed in the video, in the current environment it is a challenge to maintain long-term relationships with customers, what is currently needed to achieve the success of your business is not only enough to expose the benefits related to the offer, but in providing a personalized experience to our public and in this way achieve differentiation and position in the minds of consumers. Using CRM we can successfully achieve this and thus generate a competitive advantage over our competitors. Just like George did in the video, by preparing and doing research prior to meeting with the customer to build a sales funnel, you can set yourself apart from others who offer the same thing to the customer and see you as the best option, so these actions effectively make it a win-win relationship, as they make the relationship more efficient and more profitable. Managing the relationship with our clients should be one of our highest priorities, since we focus on leads (people interested in your business) potentially converting them into clients and on the other hand we also focus on existing clients, fostering brand loyalty providing good customer experiences. Anticipating customer needs is key in today's business environment. This centralizes database information and allows us to anticipate customer needs, improve customer service and build customer loyalty.

[@stephaniegrau]

This video was an excellent explanation of CRM. Right now, I do not use a CRM system in my job. However, after watching this video, I see how implementing this would benefit my clients and the company I work for. A detailed description of each client’s needs, wants, and services can help keep track of their necessities. As stated in the video, the details uploaded to the CRM are accessible to the departments working with the client. I think it is great that a system can keep everyone in the company informed and have information that is easily accessible. I look forward to learning more about CRM and applying it to my job in the future.

[@emilciviso3358]

Terrific overview of the capabilities of a well utilized CRM tool. One great thing this video mentioned (3:02 mark) is the importance of the team being ready for the job. Today, my company uses Dynamics, and the company’s goal when deployed was aimed at aligning the internal teams. The tool is now used to align the teams prior to solutioning and implementation providing a more streamlined presentation to the client. The CRM tool now provides an efficient way to track the client’s from sales through production monitoring, which has improved our customer experience surveys by 75%.

[@ikrueger]

Hi Emilci, I totally agree with you. It is so important for the whole team to be well-prepared and on the same level for the work with a client in order to present the best service possible and maintain a successful partnership. It is amazing to see such great improvements in your customer experience after implementing the CRM tool. It really shows what an essential part the internal organization and alignment of the team plays when it comes to satisfying the client and how it can be done successfully and efficiently.

[@mariaporras8708]

I find it spectacular the relationships that exist today between service providers and customers. Nowadays, there is no longer separation between "your job" and "our job" as the world has finally conclude that both parties are necessary in order to make the business, as a whole, prosper. This particular explanation made by Dr. Nancy Rauseo, reminds me of a certain case from when I worked at Procter & Gamble where their Key Accounts Team evaluated the current and future needs of their outsourced distributors (clients) and helped them solve those needs, because they knew that by helping their client, they were also helping themselves to sell more. In conclusion, our client’s problems are our problem.

[@brentcarter7362]

Well said Maria. The Ritz Carlton has an excellent CRM as well. All departments have access, which allows them to add to the guest profile. That overall picture of what clients like or don't like is crucial in making them happy, and drives business.

[@gabscoro]

I think the video does a great job of explaining and detailing what exactly CRM is and how documenting that information on cloud-based software can be mutually beneficial for all parties doing business. Dr. Rauseo describes it as a “win-win relationship,” and I completely agree. Keeping a detailed account of a potential client’s needs and expectations of the service you provide can facilitate meeting and anticipating those needs. And by successfully doing so, you can build up a reputation for excellent customer service that clients know they can trust. Another great point the video focuses on is the importance of research. Researching a potential client prior to meeting with them can set the tone for the type of relationship you can have. It shows them that you are prepared and will take them seriously as a client, and a CRM system can help you do that.

[@phabienesimeon]

Hi Gabriela, The CRM system was highly informative and is clear that it taught us how effective it is. I can agree with you 100% on the topic of research being enforced throughout the process and the CRM system. Being able to research what it is that you’re certain will be a key factor of upon a business you’re seeking to help or for your own, it will result in gathering the significant amount of information you’re looking for to lead you. As stated in this video, using the information from his CRM system, he has an organized list of questions that he will ask in order to identify the company’s needs”. This proves that the CRM system will allow you to go beyond measures for preparation.

[@matthewclemons1136]

Dr. Rauseo did an excellent job identifying the basics and understanding CRM tools. She demonstrates the lifecycle of a successful process starting from the initial meeting and throughout the deal's closing. A hidden gem that could easily get skipped is the prescreening of the company to gain information. This is similar to the process that I use when attempting to gain new clients. I use all internet tools from google to social media to research the potential client for gaining valuable insight and information to use.

[@emelygomez2668]

The significance of this video cannot be ignored. Also, the sequence of the video and its animation were undoubtedly engaging. The incredible Dr. Nancy Rauseo explained, in great detail, how and why CRM is a key component in businesses, as it helps both parties build strategic and lasting relationships. By implementing the example of the XYZ company and George’s company, I was able to grasp how a successful CRM works. The point I agreed the most with was that CRM and CRM systems allow businesses to predict future needs of clients. Customer preferences are always changing, and it is up to businesses to stay up to date with the latest trends and whatever it is that their clients might need. I think that this point is extremely important, as it helps businesses to avoid future problems and prevents costumers from getting upset. Even though I haven’t directly worked in CRM or with CRM systems, I’ve been present in operations where the marketing department has been in direct contact with the sales department, which I consider to be very important when handling costumers and their relationships with the businesses we represent and work for. The video has undoubtedly made me excited to learn more about CRM and to possibly make it my future goal to have happy costumers.

[@alexanderstensby7512]

For anyone looking to hit the ground running in regards to becoming familiar with CRM, this is the perfect starting point. Very well explained along with visuals speaks to the importance of communication in general. Whether it be with coworkers or clients, the nature of effectively using a CRM model is very well documented here. Great work.

[@孙艺畅]

yes ,the CRM(customer relationship management) model is really very documented Implementing the CRM system solution has many benefits, among which the significance is that it completely changes the customer relationship process by automating the customer life cycle and integrating the entire customer management process. As has been discussed elsewhere, the more you know your customer the more you can personalised their experience process. This makes CRM real important.

[@camilamoore5420]

Totally agree Alexander! The visuals and animation aspect of the video definitely makes CRM very understandable, especially for those who are new to the concept. The video shows how useful a CRM system is and is easily digestible!

[@MariaLuisaAndreev]

This video offers a great visual explanation of how CRM can benefit marketing and sales teams. The point that I agree with the most is the importance to maintain the CRM system updated almost at real time because everyone is engaged and ready for next steps. Also, note how everyone on the team needs to be involved in order to deliver an amazing experience to a potential or actual client. That is something that often is left to the marketing or sales teams only but, all areas should be involved with this. I would also like to point out what a difference it makes to be well prepared before any interaction with a potential or actual client because it makes them feel that you are reliable.

[@AnthonyMiyazaki]

I definitely agree that the preparation prior to the client interaction is a key activity that will make a huge difference in the outcome. And the degree of integration between marketing and sales is critical. Thank you for your comments!

[@samanthasalomon3218]

After years of working in small businesses, it is easy to understand why no matter the size of a company, CRM systems are essential to building successful relationships with clients. It is practically impossible to have a team fully communicated regarding the development of a relationship if there is no system to share such information. Appropriate follow-ups fall behind, information is lost, consistency shatters, and credibility gets questioned. This video is an accurate illustration of the benefit a Costumer Relationship Marketing system can add to your business. Many small business owners tend to overlook the power of this tool. If presented with information like the one shown in this video, I believe they would reevaluate their sales and marketing approach.

[@milagrosviquez7589]

I agree. It may be that small business owners think that by the very nature of being ‘small,’ their needs do not warrant a CRM. They might think it’s too expensive, but as a poster above us (“Ageless Ads”) commented, there are many more options now than there were, say, ten years ago. There are more competitors in the market now which translates to more competitive pricing to the end user. The advantage of being able to track, qualify and quantify every possible lead, close sales, and glean information from all the transactions with the customer or potential customer, is worth the investment.

[@joellecohen24]

While working at Hubspot, an american developer for marketing and sales softwares, I had first-hand experience with their CRM software, both in the marketing and sales ends of the product. Being the community manager and lead generation acquirer for the Latin American marketing team, I used the company's CRM to record qualified leads and new customer opportunities generated through hubspot's website, newsletters, webinars and advertising campaigns to then, create a strategical workflow to follow-up and turn them into potential customers. Through my experience working closely with a CRM, I understood the power it has to maintain efficient communications amongst an organization and consequently, have all teams aligned. Being able to communicate the correct messages to the right customers, sending out personalized relevant emails, and automatically notifying my sales team about an opportunity, the CRM eased my job throughly. Personally, I would implement a CRM system within any company now a days; with the correct data inputting, you are able to develop effective strategies that will generate profitable results.

[@geovannasoberon]

Great input Joelle! My comment has a similar point of view like yours on implementing a CRM system within any company these days, including small businesses and especially in emerging countries like Latin America. Most of my clients are from Latin America and this idea of the CRM system is very new for them, but I feel like it is our job as Marketers to push them to utilize more effective practices so they can grow faster! Hubspot is actually one of the few free CRM systems out there, so in today’s age, the CRM system not only fits any size of business but also fits into any budget!

[@MariaParodi1]

I completely agree with your point Joelle, regarding the usefulness of a CRM system in keeping teams aligned. I had a similar experience when I was working in the Tech sector. I found that we had the most success with potential clients and existing customers when there was seamless cross-functional alignment across sales, marketing, customer success and specialist teams.

[@valentinarojas5335]

Great video! Something I would reinforce is that CRM systems truly allow sellers or marketers create a mutually beneficial relationship with customers. Many could argue that it's just about collecting detailed information about people with the sole purpose of studying how to sell them something, but I believe CRM systems go beyond a monetary exchange. The system enables a company win the customer's trust, provide qualified, personalized support and additional services throughout the relationship, even after the purchase has been made. It's not only a customer generator tool - it's also key to customer retention and loyalty.

[@dayeng7640]

This video does a terrific job at illustrating the value of having a Customer Relationship Management system within the Marketing/Sales businesses. The point that I agree with the most is that CRM facilitates a Win-Win relationship between both parties. In this case, Win-Win relationships arise if enthusiasm is created and customers are satisfied, which is exactly what’s been portrayed in this video with George and Mia’s team. Also, it’s important to notice the fact that George updated the CRM system after each meeting with the client in order to perform at its best and provide a custom and effective plan to the client. This translates to the fact that the better you understand your customers, the more responsive you can be to their needs. In my opinion, a successful company is one that builds strong relationships with its customers and CRM is definitely the system to achieve it.

[@AnthonyMiyazaki]

I like how you focused on the updating of the CRM system Dayen. When all that info resides in the heads of the salespeople, the rest of the team won't be able to use it to serve the customer and create a satisfactory exchange relationship. Thank you for sharing your insights!

[@emelygomez2668]

I wholeheartedly agree with your statement that CRM is a system to achieve and build strong relationships with our clients. Client loyalty and retention is something that a lot of businesses fail to achieve, which will make their operations fail, as businesses need clients to succeed. Nonetheless, I do believe that, as the video and Dayen both explain, CRM allows both parties (clients/businesses) to have successful and lasting relationships. After reading your comment I have no doubts that Costumer Relationship Management (CRM) creates an opportunity for both parties to understand each other more, and for clients to have a more in depth and personal experience, in return, businesses will see an increase in revenues, improves satisfaction, and allows businesses to increase sales and they will also have the opportunity to know their clients preferences.

[@perfectshotmarketing]

This is an awesome video that really highlights the benefits of a CRM! It's a clear example of how streamlining all the touchpoints in any business can dramatically increase efficiency, generate sales, and improve customer retention rates among many other benefits. It's safe to say that if a company has yet to consider a CRM, regardless of the size or industry, it's about time they should reconsider!

[@staceycee4457]

I wholeheartedly agree with you. In today's world of business, systems are essential. Automating tasks as much as possible goes a long way by enhancing business production and execution. This CRM system is an ideal way to cover all the touchpoints of any business. As you stated, companies should reconsider incorporating a CRM into their organization, if they haven't done so already. It would definitely contribute to boosting their revenue.

[@ileanavelasquez6352]

Hello Ryan! After watching the video I couldn’t agree more with your comment. Every companies should use a CRM software. I truly believe that using the software can create a positive impact. Some companies don’t realize that sometimes their traditional way of doing things could be outdated. CRM systems have really innovated the process of communication and organization. Along with this, I do believe that CRM increases a company’s total margin overall.

[@olenapostnikova2723]

I can’t imagine working in a professional capacity within sales or marketing without the processes and data within a CRM system today. When I started my previous role as a Key Account Manager in a data driven software company, I firstly spent a couple of weeks studying information and previous communications with my new clients. This allowed me to make a quick start with the existing projects and for my clients to feel special as they didn’t have to explain much about the previous agreements.

[@victoriamarieverdeja]

In my experience with the CRM system at my organization, we spend most of our time using the customer information in our system for output, sending out mailers and information, rather than input. This video helped me realize we have so much valuable information that we can learn from. By considering the demographic information and patterns in our customers' interactions with our organization, we'll be able to make more informed marketing decisions.

[@vivianaespinosa7831]

Great point Victoria! There is always an opportunity to expand further. In my case, we were able to implement an in-house operations team to support existing clients. Our CRM provided visibility to recurrent pain-points and generated an opportunity to sell a new service.

[@kathequintero3011]

Completely agree with your point, and as usual in most companies. In my work for example we use the CRM system to identify the behavior of the customers and we use this data to create the campaigns month to month, definitely is an excellent tool to improve our marketing actions.

[@natsocial]

Hey Victoria, I totally understand what you mean. In my previous employer it was used for mostly mailers as well. It wasn't until I got deep into the features that I realized it can be used for a lot more! My favorite part about CRM platforms are the automation capabilities. If learned properly and with ample set up time, a CRM can simplify a lot of tedious to-do's for a company. I personally think that in order for any CRM platform to work its best, the teams must all understand it. get trained for it and value it. With those key approaches, any company can build their own formula to success.

[@gustavogarcia1872]

I completely agree with you comment Victoria! Most of the time, I used to spend my time in the CRM system focusing on just sending emails and information. However, I started understanding all the different benefits you can get from a well set up CRM and things changed for good. I was able to start making more informed decisions like automating some processes and actually creating a story based on all the data you have in it.

[@skylerhayman5961]

Interesting point Victoria! In my case, we use our CRM systems for input rather than output, but being able to hear about someone else's perspective on how they use a CRM systems is intriguing. You also bring up a major point that was discussed in the video regarding the demographic information and patterns, because even I did not realize that I use CRM systems in that manner as well.

[@petrahaven6511]

Watching this video gave me deeper insight on how CRM systems are beneficial to both the customer and team managing the process. It definitely produces a win/win situation for all involved. I love how the animation walked me through an easily digestible version of how CRM is a great way to organize information on prospective and existing clients, keeps the entire team in the loop with the provision of up to date info, provides excellent customer service by having the ability to make predictions with timely solutions and so much more. Watching how effective and efficient CRM systems can make a team convinced to research the one best for my team and I.

[@anoukisrael2417]

Petra, I admired the same when it comes to keeping the entire team in the loop. I find that sometimes communication isn't great in the workplace and updating the CRM system can be a very efficient way to communicate and update anyone of existing or potential clients, their wants needs, etc. That alone would make me want to get a CRM system.

[@emilciviso3358]

I too relate to your comment, since I have been working with a well-managed CRM tool for the last two years. The CRM tool, when used properly, is beneficial to both the workforce and clients due to the information that can be shared internally and externally. The video did a great job depicting how the tool can be utilized effectively to work more efficiently and provide additional benefits to ensure a seamless view to the client, thus providing that excellent client service you mentioned as well.

[@clankzh841]

The versatility of CRM software is so impactful. When people think of a sales department's job they normally don't expect the other departments of a company to be at their side as well, helping them closely along the way. CRM software makes this possible by sharing a client's information with anyone in the company. It is primarily the job of the sales person to do the heavy lifting in regards to meeting with clients, building relationships, and persuading them to buy. CRM software helps along the way by allowing more than just the sales person to be involved in the selling process directly with a client. Companies that successfully implement CRM software and train their employees to use it have a significant advantage in the market. However, plenty of attention needs to be given to keeping the clients' information up to date and organized. In my experience, this type of software is very useful to reference to and plan with but can get very confusing when information is input incorrectly or misinterpreted.

[@soleiljimenez988]

In my experience, using the CRM system can be very beneficial because it helps both the customer and the organization stay organized. Constantly updating the CRM system keeps everybody on the same page. One thing that stood out to me was the anticipation of the customers needs using the CRM system. Predicting and offering solutions to future problems can keep the customer and the organization one step ahead of the game. Great video! Very helpful!

[@vettlune4799]

My company has been using Salesforce for the past few months. It is such an outstanding and powerful tool with so many features. It has boosts our productivity and it is constantly up to date with relevant client information. It has made my job so much easier. I am sure there are others on the market that can provide the same service at a more affordable cost, but if you haven't gotten a hold of a CRM platform then you are losing not only time but MONEY! If you're more of a visual person, CRMS are the way to go! They provide easy visibility and access to data. My main use is customer service and support. There are others that use is it just like in the video for sales and marketing tools.

[@christinesanchez6120]

The example given in the video perfectly illustrated how proper preparation and research leads to success. By using internal records and applying them to his CRM Jorge was prepared for his initial meeting with XYZ Company. I have used the same systems many times when building a new business, and or trying to gain new clients, and it is definitely the right approach. The way Jorge continued to follow through the process set the stage for the rest of his team and I was truly impressed by his dedication and organization. I will look to this example in the future if I ever need a reference guide.

[@agelessads3381]

I like what you said about proper presentation and research Christine. I know a LOT of salespeople who think they can just "wing it" and walk in pretty much unprepared. They pride themselves with their abilities to talk the talk, but they get tripped up because they didn't prepare enough.

[@alexandralarrea8195]

I love how marketing allow us to predict consumers’ needs without magic, only with the right use of tools that exist, we can get brand loyalty because of a CRM done right. I remember when I worked at a company that used to sell agricultural supplies, we didn’t have a sophisticated CRM system, but we tried to do our best with other tools for our consumers ’satisfaction. For example, when a customer bought an agrochemical (pesticide, herbicide or fungicide), the salesman used to ask which kind of crops did the client grow, so later on the marketing team could send notifications via SMS or WhatsApp, to remind the clients that it was time to apply another agrochemical or fertilizer (based on the crop growth cycle). The clients used to be glad for the reminder and for the additional discount we offered for being a regular buyer, of course. This video helped me realize that we could do more with more resources, but at the same time, people need to be involved and work as a team, otherwise, is just a waste.

[@AnthonyMiyazaki]

And when a salesperson leaves, often the information goes with that person if it hasn't been input and stored in a CRM system. Great example!

[@pablomenvielle1542]

With the dawn of automation and AI it's interesting to consider how much more efficient business and CRM will become when human error can be mitigated with a simple algorithm that always checks when certain actions haven't been done at a company. Like in the case of your old company, AI and automation won't only allow for reduced human error (someone at the company forgets to reach out to the client) but also web scraping and analyzing aggregated data from multiple sources could unleash significant competitive findings that give your business a competitive edge.

[@elishamamumo1140]

How interesting! I too worked for an agricultural manufacturer, and considering it was a family-owned business with a strict leadership style, they were slow to update their CRM systems. But the old-fashioned approach of consistently communicating, visiting, and following up with new and old customers, some of whom they had been serving for more than four decades, still kept their reputation and business in high esteem. I guess in some cases if the business understands its core mission and why it exists for its customers, even without the latest and greatest in systems, it can continue to do well.

[@alexiapatino]

This video was easy to follow and highlighted numerous benefits of a CRM. Inputting customer details after every interaction is a small task with powerful results. We see how George was able to anticipate client needs long after the initial sale. The CRM system allowed not only George but his team to be well-informed about the client's needs. I work for a small business and part of what we’re focusing on this year is building strong client relationships. After watching this I see how a CRM is going to be vital for us.

[@nataliafarfan8603]

Hi Alexia, I think you nailed it by saying it is a small task with powerful results. Truly using the CRM to its full potential, means constantly adding details to each customers accounts. In my previous role working in the power tools industry, we would input customers based on their job type (construction, plumbers, electricians, etc), their future needs, and their current purchases. It was important for us to go back and input their purchases every time they bought from us, so they would receive personalized marketing material from the marketing team, invites to specialized demos based on their future needs, and even allow them to contact customer service with a log of all their purchases already in the system.This created a pleasant experience for our customers and allowed every team on our end to be well-informed, like you said.

[@priscillahardie4891]

This was a great video and everything was so well explained. Something I'd like to emphasize is that CRM systems genuinely enable sellers or marketers to build mutually beneficial relationships with consumers. Many could say that CRM systems are only about gathering extensive information about individuals in order to figure out how to sell them something, but I believe CRM systems transcend beyond monetary exchanges. The approach helps a corporation to gain a customer's confidence, give competent, individualized assistance, and provide extra services all throughout relationship, long after the transaction is done. It is not simply a client acquisition tool; it is also essential for customer loyalty.

[@veronicawallace9071]

The impact a CRM system can have on a business' success is amazing. This outlining of how the proper implementation, use and maintenance of a CRM system really made a positive impact for me. My business currently maintains a CRM, however we do not utilize it as intensely for our current customers, and this is precisely what I intend to remedy after watching this video. My current vendors would undoubtedly benefit from consistent attention and updating of their information in our CRM system, and it may also play a role in making my own sales and quality assurance team better organized.

[@dayeng7640]

A CRM system definitely has a great impact on businesses and it surely makes the difference when it comes to win-win relationships. I currently work for a small business that it's not using the CRM system to its full potential. As you mentioned, it can make a difference in the sales and also the profit of the business, as well as, keeping an organized structure of your client's information and needs.

[@NinaColombianaa]

This video explained what CRM is in a great way! It's very simple and easy to follow and understand. I used to work for an aviation provider and before they had a CRM, their customer communications between people and teams were a mess. Once they incorporated the CRM, I think a lot of people were confused by it and didn't completely understand what it was for. Had we seen a video like this, it would've made it 100% easier to transition to. We used the CRM Salesforce for everything listed in this video. It makes it so much easier to do follow-ups or get up-to-date on past events or meetings. I currently work at a marketing agency where we don't use any CRMs but this reminded me how useful they can be! It would be so easy to organize all of our client information and reminders. I will definitely be showing this video to my boss!

[@ashleydenton3264]

This video offers a great, accurate detailed explanation of how the CRM system works and can benefit your company. It highlighted in depth the benefits George and his team could have for the clientele and support them in every way, with constant updating and revolving data to help enhance the client's backend and help with continued growth. Having the right CRM system in place is a win-win for both parties, the client and organization.

[@amandakoulamas6755]

Having had the opportunity to be a part of both small and large media agencies, lacking a CRM system halted or complicated most of the communication with existing and potential clients. After watching this video, it is evident how crucial it is to have a customer relationship system in place to facilitate the process of moving around various projects with different clients in an organization. With this system in place, employees are able to fully understand not only who the clients are but also what requests and purposes they have. It provides an opportunity to put certain processes in place and advises an organization on what the client’s purposes and achievements are. Overall, having a CRM will add value to any organization that is looking to gain and keep long-lasting client relationships.

[@agelessads3381]

I'm curious about your experiences with the CRM system being a barrier to communication. I've seen them not be used, but I could imagine that they could be burdensome as well, which would mean that communication couldn't occur well.

[@vanessabalter4522]

I really enjoyed the drawings and the simple explanation of the CRM tools and benefits in this video. It is amazing how CRM allows George to anticipate the future needs of his clients, being able to predict and deliver timely solutions and put processes in place to prevent future problems. Before watching this video, I didn't know that CRM helps track customer satisfaction. After-sales-service is extremely important to maintain a long-term relationship with customers. Using a CRM during this period offers a great opportunity to up-sell or cross-sell to clients on other services and retainers.

[@sabrinacaysdiary]

Hi Vanessa, I enjoyed the drawing as well. It's a good visual to have while understanding the information that's being presented. This video was well thought out and I learned a lot of information about CRM that I did not know before the video started. I love that it tracks customer satisfaction because it let us know what we're offering is something we should continue doing or put a pause on it.

[@icovilhena]

Hello Vanessa, I completely agree when you mention that CRM tools are import to predict and deliver timely solutions and put process in place to prevent future problems. I wonder if if they had also contemplated a HelpDesk or Customer Success solution, integrated to this CRM, that would not be a more end-to-end solution that would really have a 360 degree look at the full customer journey.

[@haroldmarrero967]

The video above is a well-produced, informational, and entertaining piece that brilliantly showcases the benefits of utilizing a Customer Relations Management (CRM) system. I was particularly impressed by how simple the video explains the relationship between a provider and their clients and how that connection is established, maintained, and expanded through the proper use of a CRM platform. Another interesting concept of utilizing a CRM for one's clients is the ability to predict and respond to problems that the client might not be aware they are having. Correctly identifying future issues and offering up quick and easy solutions will ensure that both client and provider retain a healthy and beneficial relationship for years to come.

[@libby12322]

This video does a great job at explaining not only what a CRM system does but how it can truly how it makes a difference in a corporation. My last company implemented a similar system as described in this video and it proved to work just as effectively. Before using it, we couldn’t keep track of clients or who they last spoke to and it made communicating with them a disaster. After all of the employees had training on the new system and we started to get the hang of it, it became second nature making sure all communication was logged in there and it made our lives a lot easier.

[@genesiscosme9532]

This video does an excellent job at clearly illustrating how a CRM system can only benefit an organization, helping it to run more efficiently. In my work with small businesses and startups, many lack the resources to maintain a CRM at George's level and prefer to stick to their Rolodex practices. Some business owners remain set in their ways, but those who seek more affordable, simplified, small business CRM solutions find that they are able to scale up their business and hit higher sales goals than ever before. The best part: they find that in the long run, they're actually spending less time on administrative tasks, are able to be more creative with customer acquisition and retention, and are more focused in working on their passions. Can't wait to share this video with future CRM skeptics!

[@anthonyoconnell7502]

This video highlights an incredibly important aspect of all business; preparation. In the video, we see that before even having the initial client onboarding meeting, George is deeply educated on the client's business. He sought out valuable information on financials, business history, and products as well as constructed a key contact list. We all know, time is money, and to save the client the hassle of time-consuming talk on general business facts, George already informed himself. Also, they will identify him as a hard, motivated worker who clearly cares about the success of his client boosting the chances of him being chosen as the expert on the case.

[@adrianaespinoza3931]

I also enjoyed how the key element of preparation was demonstrated in the video. Since George did his research using various places as visiting their website, social media, and making calls for desired information, This creates a sense of trust with the organization and allowing him to ask required questions and gather more information.

[@isabelcortright3066]

After having had such a pleasant introductory with a CRM system known as Salesforce, I can attest to how beneficial these systems truly are. You have the ability to keep track of prospects, sales, and customers and so much more. CRM is important to all businesses but it plays a major role when it comes to marketing in a scalable way.

[@marketezablog8789]

I completely agree about how enriching is CRM for all industries. It allows to track better the customers and the prospects, but furthermore allows us to look beyond the numbers and to really understand how we could engage tighter with the most valuable customers.

[@vickynelson1328]

Absolutely Isabel! And you hit it right on the nail, CRM keeps tracks of things. Imagine reaching out to a prospect during a time when they're not ready to jump ship. By adding in notes, and other key data, following up with this client will almost feel like you didn't miss a beat. It also gives marketing and other key teams a chance to hop in and provide valuable insights.

[@cristinaserrano9583]

I have been using CRM in my organization and it has been life changing. Its interesting how everyday we find a new way to improve it and fill it out with more ways to organize all of our customers information. Having all this information online and with easy access has also been a true key for us. This video has given me new tips that i would definitely implement in our CRM, and i will mainly focus in the demographic information so we would be able to target our sector everyday more.

[@ryanrodriguez104]

Dr. Rauseo's insightful video on the importance of a CRM tool truly showcased the value such a tool brings to a sales organization. The video's step-by-step breakdown of the entire sales process highlighted how challenging and long the cycle can be and reminded me that, without proper organization and documentation, how easily things can fall through the cracks. I currently rely on a CRM tool to help me connect with our current customers by finding valuable data on their history with us, products they have purchased, location, size, etc. all information needed to provide detailed, personalized information when delivering ROI reports. In addition, this video reminded me that while it's a great post-sales tool, it also plays a significant role in lead generation and can deliver high-level KPI reports useful for internal sharing. All around, a CRM tool provides the essential platform to capture and store information needed to successfully win new customers and continue to grow business.

[@Cadz]

I really love that the video shows that knowing your audience is important to creating a relationship with them. I am part of the music industry and it is important to understand which listeners will connect with the artist the most and target them in all types of marketing campaigns. Also documenting the strengths and weakness of the company while having a meeting with them is really effective to creating a long-term relationship. The music industry is all about connections and how you make people feel when you interact with them and understanding how to skillfully use that towards expanding your brand and your image. Having a system as shown in this video would greatly benefit record labels and marketing firms to maintain a healthy and cost efficient relationship as well as a social one.

[@greisrodriguez5125]

Cadz I am part of your target. For me music is part of a customer experience. And as you said CRM system will definitely be helpful on making this industry more efficient and profitable. This industry is always in a tightrope walking so lets try to implement this marketing strategies.

[@latinboi815]

It is surprising how many companies still do not utilize CRM systems in their efforts to better serve clients. As an account executive for a video marketing firm, it was critical that I input all information I could about future and existing clients, into the CRM, in order to provide them with the best service and help meet their needs. I truly believe that utilizing CRM systems is a win-win in the sense that it allows a company to maintain information of a potential or current client to best build and maintain a relationship that will ultimately lead them to achieve that client's goals. That is what CRM systems has done for me. It allowed me to keep records of clients that I, or anyone from my marketing team, could reference to assist them and even anticipate their needs. It is a critical component to a firm's success and could make the difference between surpassing or falling short of your budget.

[@colinaconcepicon6322]

CRM systems are a great tool that offer wide-ranging benefits for its users. Not only is it helpful for communications from business to business, as the video explains, but it is also a great asset for any business wanting to have better-organized and more professional contact with their consumers. Understanding the importance of keep a record of every interaction with customers to improve the flow of each conversation, businesses can customize their CRM systems to meet the specific needs of their customers. At the end of the day, companies like George’s, that provide a personalized and differential treatment to their customers, are the ones that stand out.

[@antonisharuffin4392]

Customer Relationship Management enabled George to keep in contact with his clients to ensure the customer is happy with the services provided. This interaction is truly eye opening. This is a great reflection of building customer relationship, delivering value, and creating successful long-term growth.

[@amandajimenez18]

Hi Antonisha, I completely agree with your comment! The fact that with the push of a button you can learn so much about a person without ever meeting them should be motivating enough for everyone to want to put in the quick effort of preparing themselves in order to close a deal!

[@mmeola7]

Absolutely agree! Long term growth is crucial within any business and that should be the goal for any successful brand. Many companies tend to disregard how new processes or changes can affect the company long term. Customer relationship management takes care of that and allows you to always stay on top of your needs.

[@jennys2336]

This is such a great explanation of the company's value of CRM systems. As a visual learner, I really enjoyed the illustration and how simple it was to understand. Working in the higher education field, we use CRM systems daily to keep track of students and make sure we stay connected, and send out the correct communications to our students. CRM systems are very beneficial when working with a high volume of individuals who are constantly asking questions or needing information about your business. In higher education, you are constantly gathering information like George did to better understand his XYZ clients and how to better serve them in their marketing campaigns. CRM systems are the backbone of marketing and sales for many businesses around the world. Can you imagine how different running businesses would be if CRM systems didn't exist?

[@johannagomez-gonzalez1149]

Hi Jenny, I enjoyed the way you expressed the benefits of CRM systems when it comes to managing a high volume of customers. I remember seeing my dad work his business and keep records from customers stored in folders and file cabinets. Over the years he transitioned to Microsoft Access to create a customer database and then use Microsoft Excel to track the data. As a professional in the field, it is amazing how technology has evolved to offer such a great tool to businesses such as CRM systems to organize and centralize valuable information for existing customers as well to help identify prospects according to their needs and provide a personalized experience. CRM systems are SaaS that are revolutionizing the markets and making businesses more efficient in providing customer service satisfaction, connecting customers beyond the number, and adding value to marketing strategies to increase customer retention and acquisition while increasing profitability.

[@nancymartinez2488]

This video is a great visualization of the value a CRM provides for your business. I used to work as a Business Development manager in a consulting company, and this tool was very useful for me and my team to prospect new clients. From lead generation, to keeping track of each project, to customer satisfaction, having a CRM is very helpful to build relationships with your customers, and also, to keep the teams involved on each project informed and organized. It helps you develop a more efficient sales process by making you analyze what customer information is relevant in your sales process, how many times you need to make contact with your client before they want to purchase, and how important repeat business is to your company.

[@enriquenovella7565]

Thank you, Nancy, for sharing your experience. As you mentioned, a CRM helps you analyze what customer information is relevant in your sales process and identify the stage of your lead generation process you have a low or high conversion rate. In our case, we analyzed the leads industry and recognized that highly regulated industries had the most conversions. So our sales teams targeted this segment and helped us improve our conversion rate.

[@AnthonyMiyazaki]

It's always great to hear about a positive CRM system experience. Thanks for sharing this Nancy!

[@josel.grondona4856]

Great overview. In the digital age, data is everything. I really like how CRM tools help small and large businesses to have detailed information on customers, prospects, and colleagues in one place. Excellent work from George in knowing how to use the detailed data to his advantage. Thanks to that, he was able to close the deal, keep his colleagues informed and achieve a mutually beneficial relationship.

[@mariamabdelkhalek5301]

I agree, Jose! I think as marketers we are underestimating customer information as a tool in aiding us in delivering the right content. I think a CRM system would help us understand our customers better and help us create better content to deliver our messages.

[@ethanpunal8294]

Hi Jose, I agree with your statement regarding how CRM tools help small and large businesses alike. I think in this day and age, it is integral for tools such as this to be able to be fluid with their targeted audience, regardless of business scale. Providing a platform to assist in the development of mutually beneficial relationships is key.

[@alyssagonzalez8647]

Data really is everything! I think you mentioned a great point about being able to use detailed data as an advantage. Having a CRM could be an excellent tool to have but it's important to make sure to have all information updated and make sure that it is detailed in the CRM. If not it would definitely be an amazing tool going to waste and perhaps causing more chaos for the company!

[@lizmarycarralero188]

Hi Jose! I completely agree with your point on data being everything. From watching this video, I realized to create the most positive experience for customers, prospects, and coworkers is the amount of detail inputted into the system. No matter how insignificant the detail may seem, someone else within your company can find it useful later on while creating solutions for these clients.

[@AlejandroPerez-ry1xh]

Greetings Jose! Overall I see where you're coming from regarding the CRM tools especially when it comes to small businesses and I agree as well with your statement. Having data about your clients is important as it helps understand the types of resources they require. This can be useful for small businesses as it opens a door of possibilities and potential customer-business relationship that comes out of it and prepares them with the type of business they're going to deal with and understanding the needs of those businesses. Not only that but it helps out the teams from both ends, understand their assignments and how to approach what the company they're working for is asking.

[@antoniomiranda7825]

It was a real pleasure to watch this CRM Introduction video by Dr. Nancy Rauseo. Her step by step approach to the planning, execution, follow up, delivery, and customer support phases of the customer relationship process is very well described and illustrates how Customer Relationship Management goes beyond the conventional wisdom of simply inputting data into a system. The CRM process encompasses the ability of the whole organization to use the information that is available and organized in an information system to present creative solutions to complex problems, anticipate new business opportunities and demands, and communicate the benefits of the company's products and services to its customers. The content of this video will absolutely contribute to the sales team of my company as we are expanding rapidly to new channels and regions and it is important to establish our CRM process and system to better deal with the current and new customers' increasing demands for specific products, packaging formats, bidding schedules, and pricing strategies.

[@olenapostnikova2723]

I wholeheartedly agree that in this video a Customer Relationship Management concept reaches beyond just the data input. Having always experienced the approach from a sales perspective in a B2B role I hadn’t considered that you could use CRM data in order to change your packaging format and pricing strategies. I also found it interesting how an entire organisation relies on the CRM data as a problem solving tool for complex business problems, right from the CEO to the warehouse manager. I would suggest that you take some time to explain why CRM data can be of a benefit to your sales team in order for them to really embrace this tool.

[@vettlune4799]

Nancy Rauseo video structure was not only informative but captivating! It was so easy to follow along! I agree Antonio, this video will absolutely help out the sales team in just about any company! The markets becoming more globalized as the days pass, it will be almost necessary to establish a CRM process to deal with customers. I highly recommend checking out SalesForce. It is easy to use and has an excellent support team.

[@staceycee4457]

This video really does an excellent job of identifying the detailed features and benefits of using the CRM cloud based system. I love that this video highlighted the vast amount of data George and his marketing team was able to acquire from the CRM. The capability of the CRM to provide George with detailed information on his potential lead is intriguing. Furthermore, the video sharing that the subject matter experts were able to secure real time data from the CRM to make timely decisions was also very impressive. This definitely shows how valuable a CRM system is to business today.

[@ginaminguez2121]

Stacey, I also thought that the fact that George's company was able to share information with subject matter experts and have real time data from the CRM was very interesting. It was important to notice how Mia's team was satisfied through the use of these systems as the customer. Making sure the customer is able to feel as if their every need is met and they are listened to by the members of the company trying to make a contract with them is important when trying to finalize a sale. I have a friend who owns an apparel company and he makes sure to update the CRM software so he is able to get what the customer wants to the graphic designer and then from the graphic designer to the manufacturer as quickly and smoothly as possible to finalize the sale and ensure customer satisfaction.

[@andrewm778]

This video does an excellent job at illustrating the importance of customer relationships and preparation. As someone who is in sales, I know how crucial it is to be prepared when meeting with potential clients. I also thought the video did a great job in showing how George did his due diligence in anticipating any possible needs the clients may come up with. Something noteworthy in this video is how beneficial maintaining the relationship is even after the deal is done. One thing I’ve learned in my position is that the relationship should remain a top priority while they remain clients of yours. The clients will remain in great standing with you and possibly refer over new business.

[@AyanaM-yn3vr]

I agree that it does an excellent job of emphasizing the significance of customer relationships and preparation in sales. You're right that being prepared when dealing with potential clients is essential, and how a successful sales professional like George did his homework to anticipate his clients' needs. I also agree that maintaining the relationship even after the transaction is done is beneficial; it helps to keep the client in great standing and earn a possible business referral. It's crucial to remember that the connection should always come first when they're clients.

[@AnikoSerenity]

I enjoyed how the visuals complemented the entire journey. It makes this process easy to understand. While I was watching, I realized that I was implementing several of these steps in my own professional work, conducting research and continuing rapport with clients after working with them on projects for example, and didn't realize it can also be applied to working with CRMs. I could definitely see myself trying out a CRM software or service in the future now that I have a better understanding of it.

[@coreenperez6377]

Hi Anna, we deal with clients at work, inputting their data, conducting research as you stated, and assisting them with customer service resources daily. CRM is definitely a program we should think about investing in for our companies now that we have a better understanding of it.

[@claribelhernandez2929]

Anna, you are not the only one. Many businesses fail to realize they utilize the same process a CRM software helps you in their own way. As I have learned, CRM software helps keep the client experience organized and gives the business insights to measure how the business can do better with its sales funnel/client experience. Which is KEY! Let me know how you like it once you start using a CRM software. I use Dubsado, for example, for my clients and business.

[@daniellederman2108]

Dr. Nancy Rauseo hit the nail on the head by portraying CRM in this situation as being the the oil that keeps a business running. For all the marketing campaigns and individual sales that a company can have, it means nothing if you're not maintaining a healthy, ongoing relationship with your customers. Specifically, the CRM being capable of letting the installation team know of any changes to a prospective sale makes the entire process smoother than if it were otherwise being cross-referenced manually.

[@douglasbsanders]

Fantastic overview. One great thing touched on in this video (at the 3:44 mark) is the importance of sales staying in touch with the end-user/customer. Our company’s CRM tool allows us to follow-up through surveys to gauge customer satisfaction and then tie that back to additional sales entered into the system at a later date (providing us with data to better track the overall ROI of the new account). In my experience, CRM can be intimidating at first but becomes quite necessary the more you utilize the power of its capabilities.

[@mariasjoholm601]

I agree! I see companies fumbling away critical leads and potential business opportunities. Attempting to understand the importance of CRM, and how automation can improve your marketing efforts is crucial to an organization's continued growth.

[@taniamerunka9529]

The after sales process is crucial for companies to maintain that long term relationship with their customers, which is facilitated with CRM systems. I didn't know that some CRM's allowed salesperson to follow up with surveys! I'm sure that is a very effective tool to keep track of customer satisfaction and to analyze what can be improved for future sales. It also shows your customers that your company is interested in improvement and is customer-focused.

[@agelessads3381]

@@taniamerunka9529 I agree as well. I've worked for companies where they seemed to forget about the client once the sale was made but I think part of it was the sales commission structure that focused only on new customers.

[@kaylalowery6838]

I could not agree more! Follow up is very important. This not only keeps your company in mind it lets the customers know that you care about their satisfaction! That’s awesome your company sends out surveys. This allows for a quick and easy reply in between meetings.

[@mariadelmarmunoz560]

CRM is a wonderful tool for any organization or company, this video explains in a very simple way the importance of using this software efficiently and how it can impact your business. In my experience working for a nonprofit is essential to manage contacts, supporters, and donors. Not only to track the donations that come in but also as a tool to get an insight into your database of donors, cultivate them and keep them engaged to create long-lasting relationships.

[@garciarc13]

I find quite interesting what you've shared about the use of CRM in Nonprofits. I also had the chance to do marketing campaigns for a few nonprofits and foundations such as the Make-A-Wish Foundation and I found them even more complex than any regular e-commerce. Their goal is not often a single donation rather than a solid commitment, they always want to build a long-term relationship with their donors and, as you mentioned, that's why CRM tools are so important to them.

[@ClaudiaHernandez-cm5mb]

This video did a splendid job displaying when the CRM system is used effectively, it will lead to successful sales following then with a successful company. Knowing all of what the CRM system offers, a model example of a flourishing relationship is strategically using the CRM system from the beginning when the client is a prospect to when the relationship progresses into a long term client. If you follow the steps carefully, making sure you input all details and information, having the services and products ready to present, and then keeping true to the follow up will ensure in keeping loyal clients. This video touched on all these points clearly, I hope it serves well to others in the community, as well as it did for me in my organization, thank you.

[@barbaralarco2819]

Wow! George is really a proactive guy! It feels like he's always one step ahead, and that's how CRM is supposed to work as well. CRM leads a series of events that allows you to generate measurable and efficient results. It is interesting to note the analogy of the video referring to George's efficiency with his client. The CRM works the same or better! Having efficient and informed communication with the customer allows you to improve your marketing and sales strategies. We use "SalesForce" as CRM software at work, which has allowed us to organize, improve our processes, and achieve positive results. CRM is a system that contributes to and benefits businesses.

[@yolenederis402]

I agree that CRMs produce positive results. Client/Customer Relationship Management tools make it easier to track the customer's journey through the marketing/sales funnel and run analytics to ensure that businesses are taking advantage of every opportunity. Every potential client is an opportunity for an organization, and every impression counts. Having a custom CRM for an organization can significantly increase customer retention and engagement and boost sales exponentially.

[@nenazahedi]

Barbara! I agree with you - the sales rep George in the video is extremely proactive! Working with these type of salespeople really makes you feel like you are an important client. I have had my fair share of sales people trying to make a quick sale and not understanding my companies wants and needs. It is important to measure your customer relationship management to track retention rates of customers, lifetime customer value, track the companies ROI, and of course client satisfaction rate! Salesforce is one of the largest CRM softwares, I've heard nothing but good things about it. How do you like it?

[@yolenederis402]

I have been a sales professional for over five years, working with Fortune 500 companies, and I have never held a position where I did not have a Client Management tool in place. Client Relationship Management tools have an enormous impact on an organization’s bottom line. Lacking this essential system can be detrimental to productivity, efficiency in organizational processes, and engagement with clients. This video highlights some of the key functionalities that CRMs possess. Businesses can determine how simple or complex to tailor the needs of their organization. In my role, it aids in prospecting, dispositioning during or after follow-ups, interdepartmental functions that aid in fulfilling customer needs, and much more.

[@harleighruud6392]

I'm glad your company finds the CRM tool as essential as mine does! This video shows a great breakdown of all the different uses and functionalities it pertains. It is actually how we do a lot of our market research today and how we find recommendations for new product developments. I think every company should obtain some type of CRM system in order to fully understand their client base.

[@yolenederis402]

@Melissa Graziano I am excited that you realized how crucial it was to have a powerful system such as the CRM. Unfortunately, there are some companies that are still lacking essential tools to make them more competitive in the market place. Having a simple CRM can increase sales, levels of productions, and make huge impact on the business' bottom line exponentially. It is extremely versatile. I wish you the best of luck in your business ventures. You will do great!!

[@marketezablog8789]

In my own experience working in the sales department of a coating products company where I could attest how benefitial was developing a CRM data and constantly enriching it with information provided by the different points of contact with the customers(salesfroce, mail,phonecalls, collections department,etc). This really helped us to track the most valuable customers and create a personalize service proposal in order to create a tight relationship where they could see us as allies that look for a win win relationship and not only to make sales.

[@angelamerlo663]

Communicating the value of a properly utilized CRM can be challenging. This video provides a concise example of how CRMs can help organizations align their sales and marketing teams. I appreciate how clearly it illustrates streamlined communications between Sales, Marketing, and subject matter experts and the benefits that extend beyond the point of sale. I'll be recommending this to my teammates!

[@meganclifton]

This is an excellent video detailing all of the many benefits of using a CRM. I work in higher education marketing, and my company uses Salesforce as our CRM but not to the extent to which this video specifics. The part of this video that resonated with me is how the CRM is updated after every interaction with the potential client. Incorporating thorough notes at each stage of the relationship can allow other departments in your company to be better prepared to assist your potential client and help them overcome any pain points or objections. Detailed note-taking and ensuring our CRM is kept up-to-date are great opportunities for my company. I plan to utilize our CRM to its fullest potential, which will allow us to build meaningful, long-lasting relationships with our target audience.

[@mylenavazquez]

I have never used a CRM system before but often saw CRM skills required for jobs in which I was interested. Just the thought of trying to understand CRMs was always daunting, but in under five minutes, Dr. Rauseo managed to explain the process in a way that was accessible and easy for anyone to understand. As someone who does freelance copy editing and research work, implementing a CRM would be incredibly helpful to be able to track leads and follow up with potential clients. Having a CRM in place would allow me to deeply understand my customer, their needs, and their timeline, and never miss another opportunity again.

[@camilamoore5420]

This video provides an excellent introduction to CRM! As someone who has used a CRM system called Sharp Spring for work in the past, I can attest to its incredible capabilities in keeping everything organized. I particularly used it to generate new leads and provide comprehensive information to the assigned managers, streamlining the sales process seamlessly!

[@ashtonelder519]

I am currently the marketing coordinator for a real estate brokerage in Jacksonville. One aspect of my job is to do individual consultations with our sales associates. I was sitting down with a real estate agent in my office earlier today customizing their marketing plan for 2021 and he let me know the majority of his business is from the real estate lead gen website Boomtown and that it served as his CRM. The majority of his likely business came from these leads and from past customers. We decided that he should send out weekly real estate e newsletters to the customers in his Boomtown CRM. A well crafted weekly e newsletter is an excellent way for small businesses to stay top of mind while also fostering a strong, positive brand recognition. We were able to use Zapier, a company that integrates web applications, to integrate his Boomtown CRM with his email marketing platform of choice, Mailchimp. We then customized a weekly real estate newsletter template that contained information that he found to be important to potential home buyers and sellers in the area which included new properties on the market in his farm area. The CRM is a tool successful real estate agents use every day and I’m happy to continue to help the agents in my office find ways to use their CRMs successfully in their marketing efforts.

[@Whiney25]

CRM is extremely crucial within an organisation. A lot of businesses do not realise that in order to grow and create more profit there needs to be drive towards increasing the CRM and to go in depth with the information that consumers are providing them with. I love how this video portrays and explains the importance of CRM and how it influences other departments. It also underlines a strong sense of creating Brand loyalty as well as brand credibility, because with the information received the organisation is able create or fix their product or service in ways to better serve the customers. This reminded me of a situation, where i informed my friend who owns a business to create a excel spreadsheet listing his customers and include their feedback by their name, because he was very disorganised and couldn't remember the names of who informed him to do certain jobs. He didn't realise that his business was growing, he was accustomed to at-least 3 -5 clients

[@mariabotero3649]

This video made me realize how important it is to know our audience. Doing some research and understanding our customer’s needs is the key to providing them with a good customer service. In the same way, involving different departments of the company is also really important when it comes to guaranteeing a good experience. Sometimes, the experience with the salesperson can be really good, but the experience with the rest of the departments of the company can be bad and frustrating. That’s why it’s really important for everyone to be aligned, and for the person that made the sale to check on its customers every now and then.

[@Natikk6]

I couldn't agree with you more. It's important for everyone to be on the same page in order to give the best expereince and understand what exactly the customer needs. CRM makes everything more easy for companies to build long lasting relationships with customers.

[@AnthonyMiyazaki]

Great comment on how all members of the marketing/sales teams need to be providing solid customer service. One weak link can break the relationship, and an effective CRM system can help to strengthen each customer touchpoint. Thanks for the insights Maria.

[@johannagomez-gonzalez1149]

Dr. Rauseo does an amazing job explaining CRM by providing a detailed look at the process and how businesses can benefit from organizing and centralizing information to stay connected with their customers. I have been influenced by the three main CRM points highlighted in this video: the ability of CRM systems to integrate social media data into CRM, the capacity to integrate information from different channels, and the way CRM systems allow companies to anticipate the needs to deliver solutions to their customers. As a higher education professional, I see the benefits of CRM systems in personalizing data to create a sustainable business strategy to bring customers closer, track information to address their needs, and help increase satisfaction and loyalty while connecting with potential customers (prospects). CRM systems bring people, processes, programs, and performance into a full circle not only to improve communication, but will result in increased sales, improved customer relationships, and increased profitability and customer acquisition. Great tool for the core of customer satisfaction in marketing, sales, and customer service.

[@mateoarbelaez1984]

Hey Johanna! I was reading your comment and I totally agree on what you said on the performance on the system. I truly believe that is an amazing tool for increasing benefits for your sales and customer satisfaction. I strongly believe that CRM if used properly is an incredible way to take your business to the next level. I think that knowing how to use information is key point of the CRM use, because if you have all this data to just make incoherent decisions you are not going to see the benefits. Great comment!!

[@ceciliaherran102]

This was an effective illustration of customer relationship management. This concise walkthrough demonstrated the software’s ability to manage and optimize relationships with clients and potential consumers. At my job, we utilize a CRM system that tracks and manages our accounts with our client’s sales, deliverables, and priorities to better streamline our communication and objective to create the best service for the client. It reemphasizes to me how valuable of an asset it is for our company in order to facilitate more clear and effective relationships with clients and boost consumer loyalty.

[@mariabarrios8951]

I totally agree, providing a great experience for your clients after they purchase helps maintain good relationships, it also adds value to your business as you are providing satisfaction and security to your customers.

[@rachellopez2001]

This video is a great explanation of what CRM essentially is. In my previous experience working for an IT school, I got to see firsthand how CRM is effective in both the B2B and B2C worlds. The company had both departments that focused on training other businesses, as well as training veterans and folks through the career source programs, and it was incredible how the Salesforce CRM was able to not only keep track of both but fit the needs of both sides of the company and eventually integrated both. CRM is such a great tool to help teams communicate across their organizations.

[@yulieskayuliperez9396]

Rachel, I can testify to the effectiveness of CRM systems when used correctly. I experienced it firsthand when my group acquired our heavy-duty trucks stores. The sales associates were using the "old school" sales process, and they will write the customers' information in a notebook or piece of paper. After, we introduced them to the CRM functions. The engagement and follow-up with the customers doubled, and so did productivity. Another positive outcome was the invaluable amount of data the stores obtained through their interaction with their customers.

[@marianapaliza3206]

In my experience I have only used CRM for B2C (final retail consumer) and I completely relate to you comment. This video clearly illustrates the value of CRM to B2B, which eventually replicates on B2C. Identifying needs, keeping track, and building trust, are essential to any business. CRM makes this process smoother.

[@isabelieber1998]

I really enjoy content that explains what could be a very complicated concept into easy-to-understand ideas. The CRM system sounds like a great solution to many businesses because it helps keep everything organized and in a same channel. It tends to happen when you have many people in marketing, sale and PR that it can get disorganized or information can get lost, so establishing everything into a CRM software sounds incredible. I want to do more research on how to apply a CRM system into the skincare company that I am working on and how it can support better B2C relationships.

[@Hazelthway]

what a long writing!

[@Hazelthway]

this too too tooo

[@nenazahedi]

This video is amazing! I love that the content is broken down and easy to understand with the drawings. Building good customer relationship management is imperative to help prioritize schedules and make sure that customers are well taken care of. This video directly applied to me back when I was a store manager at a major company. My district manager and myself had to meet with various sales reps to uncover what would be the best local company to meet our needs (depending on which product/service that we needed at the time). The sales reps that we encountered at this particular company were always very knowledgeable. We could tell they had done their research on our company needs before trying their pitch to us. This experience for us was very pleasant because in prior roles I've had we had salespeople pitch to us with minimal knowledge of our brand. This made us feel like we were not an important client and we're just "another sale". The video explained the importance of building long lasting relationships with your clients.

[@sussetterodriguez4405]

I loved the drawings too, Nena! Building lasting relationships is definitely the goal of every organization - something I can definitely relate to. In my role as a public relations coordinator, it's absolutely imperative to prioritize all the tasks the day has on hand. Thank you for your insight!

[@isabelcortright3066]

I also enjoyed how this video broke everything down into an extremely beneficial summary! Being able to identify an organization's needs through CRM, creates solutions that the organization itself probably would not have identified otherwise!

[@adrianamolina3994]

I really enjoyed the video; it was clear, informational, and engaging. This is a great example of why CRMs are important on both ends of the relationship. Having the CRM update the installation team about the new lead is efficient and contributes to a positive relationship with the potential client. In addition, I appreciated how they referenced how the CRM would be used in the future, with different users.

[@haroldmarrero967]

Hi Adriana, I agree that the video above easily captures the benefits and future potential of utilizing a CRM in dealing with one’s clients. The fact that the CRM updates relevant users at every point of contact with one’s client can save both time and money while also ensuring that all related parties are well informed at all times.

[@carlosandresfernandez9532]

I couldn't agree more! As someone who has never really used a CRM system it really brought to light all of its different uses and the importance of using one. I'd like to see how I can implement using a CRM tool in my scope of work!

[@valentinasteiner4746]

The last company I worked with, which was part of the Aviation Industry, had a significant problem with not keeping their CRM database updated. I can relate to the problems this can create. I agree that it is very important to have a CRM database that is up-to-date so that you can come up with the best solution. If you are not aware that the customer was recently contacted or called about a specific problem, your company will seem incompetent. We are living in a technology-based world where our clients expect us to have updated systems and are easily angered by small incompetencies.

[@AnthonyMiyazaki]

Technology has changed customer expectations and we need to meet or exceed those expectations if we want to continue to be a relevant player in the marketplace. CRM systems help us to do that.

[@jamiehumbert1226]

A CRM system is a super effective tool to use in marketing and sales when utilized and implemented in the way they are intended. In Higher Ed, the CRM tool can be used by individual recruiters to help gather important information regarding the students they are recruiting as well as the overall Enrollment Management office to deliver succinct, targeted, and timely emails. It's a game-changer for smaller offices that may not have the staff to deliver communications as often as they are needed to engage the prospective students. Overall, every Admission Office needs a robust CRM system that can be the backbone of their sales and communication platform. This video does a great job explaining the value of a properly managed CRM system and how it can positively impact business.

[@AnthonyMiyazaki]

Great points about the need for CRM systems in educational systems. They help provide better education that is more targeted to the individuals. Thanks for these comments Jamie!

[@alyssalinares931]

I couldn’t agree more with this video as I have worked with a CRM system myself however it was for b2c selling. I had no idea prior to this video a CRM system could also be used for b2b selling as well. Working for Pollo Tropical in the Customer Service department, we used a CRM system to help store customer’s contact information and complaints against restaurants. Also, the CRM system was used to keep track of numbers on how many coupons were distributed per customer as well as the history of communication between customer representatives and a customer. The CRM system helped ensure the same customers were not calling over and over to take advantage of our coupon reward system, this saved the company tons of money. In conclusion, the CRM system helped us better understand our customers and provide better service at our restaurants especially due to feedback. Thanks to this video, I now understand how CRM helps better organize data. Communication is key and thanks to a CRM system, it helps enhance the communication between b2b or b2c sales. All teams’ members are on the same page due to shared information. Leads are also easier to catch due to a CRM system. It’s literally a win-win relationship as the system is extremely valuable.

[@AnthonyMiyazaki]

Great example of how CRM systems can be used to communicate, organize data, and improve company operations and eventually (hopefully) customer satisfaction. Thanks Alyssa!

[@joshuajefferson9024]

Love the video. Having an integrated CRM system is imperative to collecting and aggregating audience data for marketing opportunities. In my experience as a brand designer in the crypto industry, our team would apply such data to craft messages and content that appeal to potential customers. Utilizing a CRM system and staying up to date with real time data of qualified leads helps our team predict what our customers would want before they realize it themselves. This keeps us one step ahead in maintaining a healthy customer relationship.

[@AnthonyMiyazaki]

I really like when people use CRM systems for predictive communications. They help us to know our customers so that we can serve them better, and as Joshua mentioned, build and maintain healthy customer relationships. Thanks for the comments Joshua!

[@MariaParodi1]

When I worked in the Tech sector, I found the CRM system we used invaluable, not only did it assist in building good relationships with decision makers within the set of key accounts I worked with, but it was also a great tool for internal cross-functional collaboration. As the video mentions (2:29), by having automated notification and detailed information in a CRM system, it allowed for members of our team members to be on the same page and better prepared when interacting with potential customers. I found that this helped to provide a better, more seamless experience overall for potential customers. One thing to keep in mind though, in order to get the most out of a CRM system, like any other tool/platform, it is only as powerful as the information you put in it... I found that keeping detailed notes of any interactions (calls, email follow-ups, onsite meetings etc) I had with potential customers was critical, as it sets you up for future success.

[@mariocatalinocintron1537]

You've made a very important point with regard to the quality of information being put into the CRM system. If teams are not careful of the quality of information entered into the CRM, it can lead to the old adage - Garbage In Garbage Out. Then the powerful CRM system becomes merely a tool to keep team members busy rather than a tool to bring them an advantage.

[@julianaseitles1504]

​@@mariocatalinocintron1537 Agreed! Poor, duplicated, inaccurate, and/or invalid, information can absolutely disrupt the process. Starting by training our team on effective ways to keep information up-to-date is essential.

[@taisp4419]

@@mariocatalinocintron1537, I completely agree. Stale information is just as bad as not having a proper CRM system. What good is it to have a system in place if people aren't using it regularly to update information? I have to deal with that problem in my office currently. Entering the client's information is the first step, but data integrity must be kept for this tool to be successful. It shouldn't only be the responsibility of the sales/marketing department to keep the data current, after all, information is key for the success and thriving of all companies.

[@carlosandresfernandez9532]

This video really highlights the importance of having a CRM system and how important it is to constantly update it. It's amazing to see that by making sure that you have the information up to date by constantly tracking customer/client interactions, you can help predict future problems with anticipation. This in turn helps you provide solutions before an issue happens.

[@danieldiaz8166]

I agree, CRM systems can make quantifiable differences in a company's marketing strategies. I have experience with RasiersEdge, a CRM system for fundraising efforts and it is invaluable. Having a central database, like a CRM, set up will help marketers be more effective in their efforts. It's like providing your own internal repository for market research, which also keeps all of the information organized. Any organizations who do not currently utilize a CRM system should begin to explore the opportunity.

[@manjurawat1776]

Amazingly described. Thanks for such a beautiful presentation.