All posts containing crm


CRM vs Marketing Automation: Which is Best for Your Business?

CRM VS Marketing Automation

This is a guest post by Azat Eloyan. Azat is a digital marketer and mobile marketing enthusiast. With over 5 years’ experience in content marketing and SEO, he believes that valuable and informative content is the key.

He’s currently working as a marketing specialist at SendSMS, which is providing SMS marketing service globally.

We live in a digital-centric world.

There’s no doubt about it.

What’s also true is that the digital space is full of enormous data and content on scales never quite seen before.

According to a report from IBM Marketing Cloud, 90% of the total digital data worldwide was created within just two years, with an upward future trend being almost inevitable.

All this data and content provides a whole host of benefits to businesses, their salespeople, and their marketers. However, before businesses, salespeople, and marketers can truly take advantage of this vast swathe of data and content, they need to manage it correctly.

Which is where CRMs and marketing automation software come in.

But what are the differences between the two? And what will your business benefit from most?

Our digital-centric world doesn’t have to be a confusing digital-centric world.

That’s why, in this CRM vs marketing automation post, I’ll be discussing both CRMs and marketing automation software, how they differ, how they overlap, the benefits that they bring, and what the signs are when your business needs to start using either piece of software.

Navigate through the sections below to get the gist on CRMs and marketing automation software:

Let’s get learning!

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30 Ways to Close More Deals with CRM Integration

CRM Integration

[ Download our Free Ebook ] – Click here to download our free 111 page ebook on “How to automate the tasks you hate at work using Zapier“.

SaaS — the great equalizer.

Thanks to SaaS (software-as-a-service) countless businesses of all sizes have moved to cloud-based apps to solve everyday problems in ways only available before to big companies willing to shell out thousands for software licenses. Smart startups can harness the power and efficiency of larger teams by cutting out the robotic admin work from their processes and zeroing in on what really matters — generating leads, closing deals and keeping customers happy.

Organizing yourself and your team is made so much simpler when the apps you use sync to the cloud. This means the apps are accessible from any device, data coming in and out can be seen by whoever you choose, and apps can integrate with each other, doing more with less human input.

The cloud became the perfect setting for a CRM, and that’s where you’ll find all major products today.

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8 CRM Workflows to Destroy Data Entry and Close More Deals

CRM Workflows

As part of a sales team, you don’t get paid to fiddle around with the CRM. You get paid to close deals. But that can make work stressful for everyone, especially when just keeping the CRM up to date can feel like a full-time job.

It’s time to put an end to data entry, concentrate on running your sales operations more efficiently, and win bigger deals.

So, how do you start doing that?

At Process Street, we’re fanatics when it comes to automation, workflows, and systems.

That’s because we know that the foundation of an efficient business — one with lower running costs and higher output — is a solid set of processes. That’s not just for things like finance and HR. It comes down to the nuts and bolts of how you and the rest of the sales team uses your CRMs.

CRM expert David Young explains:

“Customer interactions that rely heavily on manual processes can be hit or miss. A key benefit of automation is providing a consistent customer experience. Workflow automation allows you to develop standardized response protocols and ensure that they’re followed. A good process, that is consistently followed, will almost always translate to more positive customer experiences.” — CRMSwitch

In this article, I’m going to show you how to spend less time searching, updating, and making sense of the disorganized data inside your CRM.

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The Best CRM for Small Businesses (Cloud / SaaS)

SMB CRM

[ Download our Free Ebook ] – Click here to download our free 111 page ebook on “How to automate the tasks you hate at work using Zapier“.

Most growing businesses will need a CRM (Customer Relationship Management) system at some point in their lives. Taking care of your customers is one of the most important tasks for any business, and a CRM used well is a surefire way to improve this experience.

But how do you know what CRM to use? There are hundreds of products out there with different features and price points that can be confusing for any SMB looking to get started. And if you make the wrong decision from the get go, it can be time consuming and costly to make the change down the line.

As a user of many different CRMs I have some insight into this problem, but if you’re looking for a clean cut answer, I’m sorry to say there just isn’t one…

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11 Expert Features to Master Process Street Workflows

11 Expert Features to Master Process Street Workflows
You need a way for your teams’ processes to be done right, done on time, and documented in a way that allows those processes to be improved over time. So you come to Process Street, which enables anyone in your organization to execute each process with consistency, visibility, and accountability.

By now you’ve experimented with some of the pre-made workflows. Maybe you’ve even built a few yourself. You’ve seen what’s possible when it comes to capturing your core processes and sharing them across your company.

But are you getting the most bang for your buck?

In this post, I’ll cover the top 11 features of Process Street workflows and how to use them to optimize your own processes and become a master of modern process management.

If there’s a particular feature you’re interested in, feel free to skip ahead:

Let’s get moving!
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There’s a New Way CS Leaders Should Measure Value Generated

There's a New Way CS Leaders Should Measure Value Generated-01

According to Deloitte Insights, advances in technology are changing the business landscape and they are calling this a digital disruption. This is altering customer expectations and demands, presenting critical challenges for customer success teams globally.

To successfully ride this wave of change, Deloitte – and us here at Process Street – believe businesses should rethink how they are measuring value delivered to the customer. The aim is to ensure these measurements are customer-centric to refine CS activities and enhance the customer’s experience.

Think of it as a customer success evolution in response to digital disruption.

This CS transformation has the potential to bolster positive referrals by 83%, lower costs by 20%, and increase customer lifetime value by x1.6.

What have you got to lose?

In this article, you’ll learn how to apply a customer-centric means of measuring customer value generated for your organization. I’ve split the process down into three steps based on the Customer-Centric Digital Transformation report by Deloitte.

With that said, let’s jump straight to it!
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How to Manage a Successful CS Transformation to Be More Customer-Centric

How to Manage a Successful CS Transformation to Be More Customer-Centric-04A recent Deloitte study found a mere 30% of respondents stated customer success was a strategic priority by the board of directors. Only 26% reported official business communications to regularly mention customer success.

At Process Street, we find this concerning. Technological advancements and the rise of Industry 4.0 are altering the business landscape. Businesses are facing new pressures, with changing customer demands and expectations as the biggest catalyst altering how business is done. To respond, organizations need to focus on customer success (CS).

Businesses need to lead a successful customer success transformation, one that means they’re more customer-centric. In this Process Street article, I explain how organizations should do this in three simple steps.

With that said, let’s jump straight to it!
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Customer Success 2.0: The Essential Software Stack to Execute McKinsey’s Model

Customer Success 2.0 The Essential Software Stack to Execute McKinsey's Model_-01

Research shows that a 5% increase in customer retention rates can boost profits by 55%.

With this in mind, when it comes to customer success, it’s important you play your cards right to retain your customers.

In this Process Street article, we draw from McKinsey & Company’s post, Introducing customer success 2.0: The new growth engine. What’s more, thinking about customer success, we ask, how can you ensure you’re implementing customer success 2.0 strategies?

To help you get started, I’ve put together your essential software stack to execute customer success 2.0. Using this list, you can easily execute the five critical elements that’ll instill a customer success philosophy in your organization. But before all, let’s quickly recap the basics, and define the difference between customer success 1.0 and 2.0.

Click on the relevant subheader to jump to your section of choice, alternatively scroll down to read all we have to say.

Let’s jump right to it
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How to Have a Customer Health Score Beyond Just NPS (Which We Know 46% of You Use!)

How to Have a Customer Health Score Beyond Just NPS (Which We Know 46% of You Use!)_Rev2-04
To excel at customer success you need to understand your customer health score. According to a study by Gartner, 88% of Account Managers (CSMs) think they can grow by delivering a great service, which is reflected in your customer health score measures.

A customer health score is a metric used to determine whether customers are healthy or at-risk of dropping off. Customers with high health scores are high-value, repeat customers – this comes hand-in-hand with business growth.

In this Process Street article, we give you 7 vital indicators you need for determining customer health. We then explain how you can use these indicators to calculate customer health score values, before looking at examples of customer health scoring in practice.

Click on the relevant subheader to jump to your section of choice, alternatively scroll down to read all we have to say.

Let’s start scoring!
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What Does a Customer Success Manager Do? 8 Essential CSM Responsibilities

what does a customer success manager do

As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that lets agents spend time with clients—instead of organizing CRM data.

Customer success is vital to a company’s growth because customers are the ones that bring revenue. Although more popular in high-tech sectors, like SaaS product development or cloud services, the customer success manager (CSM) role is gaining more and more popularity in other businesses as well.

But you may be asking, what does a customer success manager even do?

A CSM’s role revolves around making sure customers get their desired outcomes while using the service/product, thus prolonging their life cycles.

In this Process Street article, I will walk you through a customer success manager’s tasks, from onboarding and training the customers, to reducing churn, dealing with critical events, getting and analyzing feedback from customers, and so on.

Read on to get a full 360-view of what the CSM role entails and why it’s so important for a company:

Let’s jump right in!
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