Introduction to CRM - Customer Relationship Management Systems

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Introduction to CRM - Customer Relationship Management Systems | Class

Рет қаралды 433,787

Күн бұрын

frugalbrothers.com This is an introductory class covering various elements of a customer relationship management system. The class agenda is below:
Introduction to Customer Relationship Management Systems|Class
Part 1: What is CRM
A) Business is about People and Relationships
B) Your customers come with an Acquisition Cost and have a Lifetime Value
C) CRM was developed to nurture Relationships
D) CRM is your companies front office (sales, marketing, customer service)
Part 2: Why You Need CRM
A) Business without CRM
B) loose valuable data when a sales person quits (one uses outlook, another excel, another evernote, and so on)
C) Business lose when data isn’t centralized
D) Businesses lose when they fail to spot trends
E) Businesses lose when they don’t offer key people a 360 degree view of their customers/vendors
F) Business lose when they can’t forecast CAC or LTV
G) Business Lose when customers defect to a competitor
Part 3: What CRM Offers You
A) CRM systems are modular Accounts, Contacts,Leads,Opprtunities,Sales,Quotes,Invocies,Activvities,Vendors,Help Desk,
B) CRM systems can contain knowledge bases and make distributing collateral easier
C) CRM systems organize and relate customer and vendor information
D) CRM systems may integrate with Office 365, Google Apps
E) CRM systems may offer Automation (Drip email, birthday greetings, reports and more)
F) CRM Offer workflows such as lead distribution, follow up, activities,
G) CRM offer Analytics , Sales Funnel, Sales forecasting, campaign costs and more
H) CRM systems can integrate with your website, provide autoresponders
I) CRM systems can deduplicate data
J) CRM systems can follow customers on social media
K) CRM systems can manage marketing campaigns and dollars
L) CRM systems can incorporate different marketing tracks
M) CRM systems can integrate with Accounting, project management, office applications
Part 4 How CRM is Obtained
A) CRM systems available on premise and hosted
B) Pricing as low as 0.00 to 90 or more per user
C) Maybe priced based on different versions
D) Might have pricing based on storage
E) Might have pricing based on plugins and add-ons
Part 5 Popular CRM Systems
Sugar CRM, Microsoft CRM, Salesforce,GoldMine, Zoho CRM,Insightly,SalesLogix,NetSuite,Work ETC,Nimble

Пікірлер: 369

@abbydaugherty4867 4 жыл бұрын

This was fantastic! I’m entering a new position that relies on CRM and I have limited technology confidence. I am a female in my 50’s and I feel like a good friend just explained everything I need to know very clearly! Thank you!!!!

@maysoonelnigoumi5644 4 жыл бұрын

same here

@stephaniemclemore9107 2 жыл бұрын

Mee too! 🙏Thank you!

@mahid1291 Жыл бұрын

Hai mam will give guidance abt this course ..i want to know...

@janefernandes.. Жыл бұрын

This was way better than all the CRM videos I saw. I wish I got this as a recommendation first

@Joshuarayfarmer 5 жыл бұрын

This was amazing!!! If...IF !!! You turn in the playback speed to 1.5times. Click the three dots under this video and select playback speed. Thanks me later and happy listening. No disrespect to the host, nothing but love. This video cleared so much up!

@prithviraj4555 4 жыл бұрын

CT scan

@AngelleJoyMalingin 22 күн бұрын

Good day Mr. Bruce! Thank you, watching your content in 2024!

@byrnesrus 7 жыл бұрын

Thank you for explaining the dynamics of a CRM system. I have used various ones for years, but found it hard to organize within the system not knowing how all the modules integrate with each other. You have made it very clear! Of all the ones I have used, for the past 2 years I have used Realty Juggler, which is a CRM and Transaction Management system with full Accounting features that is so easy to use and so very affordable! Looking forward to more of your insightful classes.

@ashishagarwal8259 4 жыл бұрын

Professor- You cleared all my queries on CRM in one short class. Awesome sir!

@jameboston Жыл бұрын

Thank you so much for this overall view - this video serves like my refresher as I'm going to approach CRM again in a deeper level, but it really helps to see its overall once again so I can explain to my agents better !

@TheBoomerConsumer Жыл бұрын

Glad it was helpful!

@AngelleJoyMalingin 22 күн бұрын

Good day Mr. Bruce! Thank you so much! Watching this in 2024!

@TheBoomerConsumer 22 күн бұрын

You are very welcome

@TheSalamatfamily 3 жыл бұрын

As a BA Communication student, it really helped me to understand better about CRM, since it's a particular business matter that's discussed under KM tools in our subject, Knowledge Management. Seeing such educational videos like this really matters to us as students, especially during this pandemic situation, that it is just hard enough to understand what our professors are trying to teach us. Will share this to my classmates and definitely worth subscribing, too. Thank you, sir.

@rairai574 Жыл бұрын

Great video. Thank you so much. I've watched many videos about CRM, but this one. I finally got it. I understand :). Thanks again. God Bless

@cristinagarcia3893 6 жыл бұрын

This presentation is excellent, and in spite of years of experience working with a CRM, I have never seen an elaboration of how useful a CRM system could be to client acquisition and retention. I worked as a practice administrator for world-renowned plastic surgeon. Over the years my boss found that the CRM programs available on the market were not fulfilling his needs with patient leads. He eventually developed his own CRM program that allowed us to categorize and rank patient leads based on several factors, such as, desired date for surgery and budget. His CRM program also incorporated pictures as well as follow-up tools.

@user-rs8px3kz8d 11 ай бұрын

Who's here in 2023 and might want us to learn about this together?

@BoomerBlogging 9 жыл бұрын

Great class on CRM! Any small business that isn't using a CRM system is (1) starting off wrong, and (2) is wasting to much in admin rather than sales building. If you don't value your customers enough to plan, organize, direct, and control via one of the full range (price & capabilities) of CRM's out there then success will be far more lucky than likely.

@TheBoomerConsumer 9 жыл бұрын

+Steven Whitley Thank you Steven

@damdam5500 Жыл бұрын

Perfect content, I have spent quite long time to found something like this.

@samatPPP 4 жыл бұрын

I have been dealing with applications at work for data management that are crm applications. That’s why I KZfaqd crm and found this beautiful video that made things so much clear in my mind regarding crm. I will host meetings more confidently now on crm applications. Huge thanks to you.

@darrionsingh8950 4 жыл бұрын

As someone being tasked to aid in building a CRM from scratch this was invaluable. Now that I understand what a CRM aims to achieve I definitely am so much better equipped to start designing one than I was when I woke up this morning. Thanks.

@ericjarry7663 5 жыл бұрын

Thank you. My first lesson on CRM . Clear concise big picture overview. Got it!

@hollystringer7639 5 жыл бұрын

I am new to CRMs and you explained everything in terms I understood. I will be providing a service this helped me so much. Thank you so much!

@ganesk6807 Жыл бұрын

Thank you for this. It was very educational.

@olaoyemayowa2105 6 жыл бұрын

WOW! This is informative!!! Thanks for sharing this. You are a very good teacher! We need more people like you in the class room.

@norahblocksom4456 9 жыл бұрын

Thank You! I am a domestic, old school type person, who is now working as a secretary at a local tech support company. I have techy friends, but that's not normally my cup of tea ... This video helped me understand a CRM, which I now be using!

@TheBoomerConsumer 9 жыл бұрын

Norah Blocksom Thanks for watching Norah, best of luck to you

@H3nryA 6 жыл бұрын

Thank you for taking the time to explain crm systems, this was very well produced, concise, and informational.

@joymcclendon5156 8 жыл бұрын

Good Day Mr. Naylor, this CRM introduction is by far the best that I have seen. It is easy to understand, and your Examples are great! THANK YOU!

@gyosriva7692 3 жыл бұрын

Can’t say thank you enough. The best explaination of CRM

@fabmack1961 5 жыл бұрын

Best video i've seen so far on CRM.Not too much on the technical side but more on the systems uses.Thank You Sir.

@anupbiswal4413 3 жыл бұрын

This is a really fantastic explanation of the capabilities of a CRM. Thank you!

@mohammedyounus497 8 жыл бұрын

Thank you Mr. Bruce for giving such a wonderful lecture on E-CRM. Its very informative and helpful.

@sheroukharras9834 4 жыл бұрын

This is an amazing class! Thank you so much for making this intro a lot easier than I expected. I was stuck and I had no idea where to start but you just put me on the right track. and this is pretty awesome for a first time video :)

@titus-wn9cw 29 күн бұрын

This truly amazing, l love the way you go indept In explaining the CRM systems, far better than other modern explanations I recieved on utube

@theMGreenshow 5 жыл бұрын

You’re a great teacher! Thank you for sharing!

@ramaraok3631 2 жыл бұрын

it's doesn't seem your first class. you delivered amazing. expecting more stuff from you sir. 👍👌👏

@TheBoomerConsumer 2 жыл бұрын

So nice of you

@Colhogan06 4 жыл бұрын

I was quite surprised at how similar this system was as compared to a system I was using when I was a manager in a Contact Center. We used a system where all of the technicians each manager had reporting to them, rolled up in a system where their manager could provide feedback/coaching to them and just keep track of each interaction with them. All of their metrics were located in this system and pretty much anything you did with that particular technician was there as well. The technicians had access to their information on their end but was of course limited to just their information. What this did was keep everything in a central location. Should a technician be moved to a different manager, that technicians info and profile were transferred to the new manager and the new manager would then have access to see exactly what the previous manager had been working on and what the basic trends were for this technician, so the new manager could just pick up where the old one left off. Great systems!

@ReneVasquez-hz3sp 9 күн бұрын

Great material, a great mix of great learning and a Lil humor to keep it 💯 👌. Experience will always dominate.

@hydrapoison333 5 жыл бұрын

Thank you for this! Much clearer picture of what a CRM is and what exactly the purpose of one is

@jordimeyadominguez4416 6 жыл бұрын

Thanks a lot! Please keep it up. You're such a great teacher. Gonna use some of your valuable advice during my lectures on CRM topic. Thanks for your time and kindness for indeed sharing your knowledge with us. Best wishes from Thailand!

@andreasgraf1976 8 жыл бұрын

Clear, condense and comprehensive! Great class. 35 minutes and all is so clear! wow! Congrats!

@eveconstantinopla9494 4 жыл бұрын

Thank you, sir! Having my online course and this give me lots of information and ideas about CRM. God bless

@jaimeaguerra 9 жыл бұрын

Bruce, excellent delivery. I have seen many CRM presentations in my career. You CRM will actually put any business that wants a CRM system in a position to select / install a system that works for their system. Thank you, I truly enjoyed this presentation.

@TheBoomerConsumer 9 жыл бұрын

Jaime Guerra Well thank you very much. Hopefully I don't put too many people to sleep! :D

@MarilynHarding 6 жыл бұрын

Thanks - This was really great. I have a scheduled call with a provider today and feel much better equipped to know what to ask and what to look for. Brilliant! Looking forward to more classes as we grow our business.

@mbs4167 5 жыл бұрын

Thank you for the CRM tutorial it was amazing and clearly understood 🙏🏾😎

@rabsonlungu 9 жыл бұрын

Bruce, Just an exceptional work done. Indisputably your first class turned out First-Class work! You have fired me up for CRM. A trillion thanks and best!

@johnsonchellappah3843 2 жыл бұрын

The best ever, a passionate teaching, and I've enjoyed every minute I have spent. Trust you'll find more time and produce more lectures.

@24alisha24 7 жыл бұрын

this man is a really good teacher. Better than any of my university teachers by far

@TheBoomerConsumer 7 жыл бұрын

Thank you very much!

@Lsmiification 7 жыл бұрын

Love, love, love. Thanks Bruce for breaking down the software in such an easy to understand way. :)

@TheBoomerConsumer 7 жыл бұрын

Thanks for the kind words

@luizfelipelamarca1848 3 жыл бұрын

Congratulations, I am starting in the CRM Business and this video gave me a very good overview, thank you!

@raziahroushan2662 7 жыл бұрын

This video is awesome! So helpful in objectively looking at core business practices and customer relations.

@niiadjeisowah 8 жыл бұрын

Very well done @Bruce. This is my first time looking into CRMs and your got me way excited. Thanks and good work.

@juliocvelarde 7 жыл бұрын

Fundamental to Understand how CRM processes and business logic works....great workshop!

@michaelcosta7388 4 жыл бұрын

Excellent job! Made the concept easier to understand.

@tmhcah 6 жыл бұрын

Thank you. I am shopping for a good CRM for my company and your video helped a lot.

@robertlamb759 6 жыл бұрын

This is one of those skills that popped up in the mid-2000's. I was scratching my head when an employer asked me if I had experience with CRM. "What's that", I said. And out the door I went without a job. The recruiter did a horrible job and didn't ask if I had such knowledge; didn't even bring it up. The point is, colleges need to get on the ball and teach skills! The 2000's came in fast due to the job skills colleges have failed to offer.

@mdtaylor2274 8 жыл бұрын

Thank you so much for this. I'm about to go for a management role in CX and I really appreciate your tutorial.

@kuljeetkaur5891 5 жыл бұрын

Very good article on Understanding basic concepts of CRM www.techcluesblog.com/2018/09/18/what-is-crm-understanding-crm-software-beginners-guide-to-crm/

@vaishnaviayyar8199 2 жыл бұрын

What a superb explanation finally something useful

@leberletube 3 жыл бұрын

Thank you Bruce. I needed this info as I "go forth" to find a CRM for our organization.

@robertlamb759 6 жыл бұрын

I wished I had known what CRM was in 2008. A job recruiter sent me on an interview for an inside sales job. I was out the door because I had no idea what CRM was. It was all new to me as I found out the hard way! Talk about poor recruitment as it's all about their commission.

@SylviaAimeeH 4 жыл бұрын

I got a job interview for a CRM Marketeer function next week and this really helped, thank you!

@ilodubablessingchioma4105 4 жыл бұрын

Did u later get the job?

@anthonybynum9824 4 жыл бұрын

Very good for my 1st CRM Video. Did a good job explaining the different aspect of a CRM system. Look forward to seeing your next video on the subject.

@pritikabeerjeraz5412 3 жыл бұрын

Thank you Sir. Helped me understand CRM. Great explanation. Sending you lots of good wishes from Mauritius Island, Indian Ocean.

@Prabhsehajbawa 2 жыл бұрын

Thank you, Mr teacher maybe one of the best classes I have attended in a long time.

@denismakwara2375 2 жыл бұрын

best lecture ever on CRM

@imercutio 5 жыл бұрын

This is awesome and helped me alot to get a first quick understanding of the subject. Thank you for that!

@carolyng.9184 7 жыл бұрын

Thank you so much for your informative information about this topic.. Looking forward to watch your new video soon..

@shade_excel 6 жыл бұрын

Great tutorial! This really helped me wrap my head around the usefulness of CRM's! Thank you!

@funmilayooseni3255 2 жыл бұрын

Wow, this is great. i enjoyed all you illustrations and i am confidece to talk and learn more about it.. you are spot on.

@chadstingley2692 3 жыл бұрын

Thank you very much for explaining CRMs where I can understand everything great video I will share this with my friends thank you again.

@AkhileshChaturvedi 8 жыл бұрын

Thanks Sir for this simple and clear description about CRM, It helps me a lot as a beginner.

@daviarimatea2213 4 жыл бұрын

I was looking for CRM but gained an excellent content about sales along with it.

@shaibkup 9 жыл бұрын

Thank you, Bruce. It was a very interesting video and a well made lecture. Love the whiteboard.

@TheBoomerConsumer 9 жыл бұрын

Shai Navé Hi Shai always good to hear from you. I am happy to hear you liked it

@binnsbrian 9 жыл бұрын

Thanks Bruce: Best 36 minutes I've spent on KZfaq in a long time. Excellent presentation. Could you elaborate on business to consumer in more depth. I sell a high ticket item in generally a one time purchase for their home. Having said that a lot of what you said does pertain to me also.

@TheBoomerConsumer 9 жыл бұрын

***** Thanks Brian. Let me know what I can help you with on the Business to Consumer questions.

@mayuresh1704 4 жыл бұрын

Great video! Wonderful presentation! Concise, precise, well-paced, compact, simple, informative, insightful, interesting, engaging! Keep up the good work! God bless you!

@edwardcampbell2510 4 жыл бұрын

This is so lovely, thank s a lot, you have really expanded my knowledge on the CRM system.

@maysoonelnigoumi5644 4 жыл бұрын

excellent presentation, thanks!

@RekoMoreno 3 жыл бұрын

This is so helpful, enjoying and learning from you. I needed something like this to better understand CRMs, been researching them for the past week, and have decided to go with Freshworks.

@jodyackland2150 Жыл бұрын

Awesome class!

@PipelinerCRM 4 жыл бұрын

This video give great overview of CRM. It is easily understandable and informative. Thank you for sharing your knowledge with us.

@pilitoxx5555 5 жыл бұрын

Excellent!! Thank you very much. Exactly what I needed... "plus"

@sharonhazel6580 4 жыл бұрын

Thankyou...this was a great overview of CRM system....I now have a way better understanding. Enjoyed your tutorial.

@valeska973 2 жыл бұрын

This is a thoroughly explained video. Thank you .

@TheBoomerConsumer 2 жыл бұрын

Glad it was helpful!

@Antreasww 5 жыл бұрын

Brilliant!!! Excellent presentation! You make really clear with a straight to the point mentions, what CRM is about. I am keen to get into this world and you made me even more excited. Keep up the good work Sir! :-)

@lilihelmy 4 жыл бұрын

This is a great explanation in detail, in step by step. You make me understand about CRM. Thank you :)

@prashanthikaluvala8500 4 жыл бұрын

Awesome Explanation with simple examples and made me to get good knowledge of CRM software system. Thanks for being such a Wonderful Teacher Sir !!!!!

@RekoMoreno 3 жыл бұрын

Can you do more videos on business and sales? You're teaching method works so well, I feel so confident understanding the CRM just from this video.

@rkpunjal 9 жыл бұрын

Your first class was First-Class !!! Thanks a lot !!!

@TheBoomerConsumer 9 жыл бұрын

rkpunjal Thanks!

@049tanyanebhwani8 2 жыл бұрын

A very informatve video with excellent examples.

@kimsummerville326 9 жыл бұрын

Thanks for the class. I'm studying this topic in my MIS class and this class here on KZfaq was very informative. I look forward to more of your classes.

@TheBoomerConsumer 9 жыл бұрын

Kim Summerville Thanks Kim I appreciate that

@julieburdis3447 3 жыл бұрын

Thank you so much. very informative. appreciated your time.

@lianmingtham6896 7 жыл бұрын

Thanks a lot for the sharing! Really appreciate the insights of how CRM impact the company in various aspect.

@munawarshah8248 4 жыл бұрын

Thank you absolutely outstanding , you make me understand the real concept of C R M and it various functionalities.

@TechRealityGlasgow 9 жыл бұрын

Well covered Bruce, and all done the good old fashioned way! Who needs all this expensive software to demonstrate things :) The power of the ink marker and the white board rules!

@TheBoomerConsumer 9 жыл бұрын

Thanks Gordon. The whiteboard works for me! I feel like I am actually teaching with it.

@TechRealityGlasgow 9 жыл бұрын

FrugalTech I can understand, it feels more personal and that you are actually interacting more with the viewer rather than just flashing up fancy images on a screen.

@firdosekapadia3288 9 жыл бұрын

I am into sales of insurance. Found the video very useful and informative. Thanks for sharing.

@HariPrasad-ho5cd 4 жыл бұрын

Its pretty understandable and easy to learn the concept of CRM briefly. Thank you for making such a nice video, kudos and really appreciate your work 👍

@chipledhungaman 6 жыл бұрын

Thanks for this video, it gives a very clear overview. I really didn't know the first thing about CRMs and now I have a much better idea.

@adityachandraanugerah1391 4 жыл бұрын

Sir your presentation is very good. i really like how you explain it so easily so we can understand. your performance on the presentation was very awesome. it's like steve job in good old day's

@Malone178 8 жыл бұрын

Great presentation and concise introduction of CRM

@almullaonline 2 жыл бұрын

Very good work, Thanks a lot

@ME-yk8dj 6 жыл бұрын

Thank you so much for posting this video sir. I found it very useful. Much appreciated !:-)

@dfence1985 7 жыл бұрын

Great video! Thank you very much for sharing your knowledge!

@Darin-USMCB-- 6 жыл бұрын

Thanks- I’m personally trying to further educate myself on at least a basic overview of various Customer Relationship Software- like SalesForce, I recently got a pass from a potential employer & despite my good experience in related sales fields - one of things they noted at the interview & later made reference to when I was informed they would not be hiring with me, that my lack of experience with any CRM system would be a hinderance . Unfortunately the past 4-5 companies that I’ve worked for over the last 25+ years- none have used any Customer Relationships Software. Which was an internal criticism of the last 2 employers, cause the company seemed to have little interest in maintaining any updated information about decision makers or contact information about their customers, I had my own small company for about 10 years & I utilized other software to collect customer information, but it of course wasn’t as complete or thorough as the cRm described here. I hoping basic overview will help me field interview questions in the future.