Technology

Customer Relationship Management

HOW TO USE A CRM TO HELP GROW YOUR BUSINESS

HOW TO USE A CRM TO HELP GROW YOUR BUSINESS 900 600 Jen Hiltunen

Do your sales and marketing efforts feel a bit, well, flimsy? Are you concerned that prospects and sales opportunities are falling through the cracks? Or maybe you’re stressed trying to manage all the ins and outs of your customer relationships. Then you, my friend, need a CRM.

“CRM is the fastest growing software market today. It was a $14 billion industry in 2010 and is expected to reach $80 billion by 2025.”

Here are five reasons why a CRM may be the best investment your business ever makes:

1. A CRM makes it easy to follow the customer journey

Customer JourneyA CRM delineates a clear course of action for you as you navigate the customer journey, from separating warm leads from cool leads to lead nurturing to streamlining your sales. It takes the guesswork out of where customers are at in the sales cycle and helps you provide them with value each step of the way. It assures that no prospects fall through the cracks and helps you identify when there is an opportunity for cross-selling or upselling so you can strike while the iron is hot. A CRM does the heavy lifting for you and keeps prospects and customers both impressed and engaged with your brand.

2. A CRM helps keep you organized

marketing automationFew things tank productivity like a lack of organization. With CRM software, you can create workflows, automate email sequences, automate and assign tasks, keep track of customer interactions and keep leaning into the customer-service side of your business.

3. A CRM helps you keep customer information organized

Good-bye paper files and sticky notes or haphazardly emailing client information back and forth. A CRM system offers cloud-based data storage which means any member of your team can access any client information at all times in one spot. This means your customers get consistent information from your team regardless of who they speak with and it lends itself to expedient communication – a big customer-service win!

What’s more? Digitized customer files are much more secure than their paper predecessors and the risk of losing key information is greatly reduced.

4. A CRM fosters team collaboration

Team CollaborationA common CRM interface facilitates team collaboration. Each team member can update client information in real time which makes accuracy, accessibility and collaboration as seamless as possible. A CRM also helps you avoid data siloing for a truly integrated approach. Teams that operate with a CRM are more productive and work more efficiently.

5. A CRM allows you to generate detailed reports

Capturing and leveraging key metrics is imperative to the success of any business. A CRM allows you to run reports that provide detailed insight into your sales, marketing and service processes. Want to know how many people purchased products from a specific area? Curious about which leads are hot, which are warm and which ones are cold and dead? Yep, you can configure your CRM reporting dashboard to give you this information. You don’t have to spend precious time manually compiling your data from various sources to determine if you’re hitting your sales goals and you don’t have to speculate on your team’s productivity. Know exactly where you’re at with your processes and your pipeline at any time.

Do you want help implementing a CRM for your business? We’d love to help! Wild Fig Marketing is your digital marketing agency! Whether you’re looking for marketing help in the form of website design, sales or process automation, content marketing, email marketing or lead generation, we have the knowledge and experience to help you rock your brand. Contact us on our website or set up a complimentary 30-minute strategy session here!

Rise Up Free Guide

Ontrapalooza 2017 – Automation & Digital Marketing Highlights

Ontrapalooza 2017 – Automation & Digital Marketing Highlights 900 600 WildFigAdmin

What is Ontrapalooza?

If you’re crazy like I am, and you drive your RV 4,360 miles to get to Santa Barbara and back for the Ontrapalooza conference… You get “camp-a-palooza”! But what is Ontrapalooza? It is the annual digital marketing summit hosted by our friends at Ontraport – our software of choice for digital marketing and business automation. This was my third year there and, wow, what an incredible event! For those of you that missed it, I will try to give you a high-level overview of what you missed. Let me know if you are interested in attending next year and I will keep you in the loop!!

Attendance

This year we were lucky to have two of our clients attend the event with us! This made it super fun as we had much to talk about and could learn and bounce ideas off of each other. The Wild Fig dinner was rather fun too I might add!!

A new way to tell secrets

This year Landon Ray (CEO, Ontraport) announced a different approach to new feature releases. The past few years it has been part of the excitement at Ontrapalooza to hear about the unveiling of some new and exciting features on the platform. This has caused them to delay the release or race to get it ready for the exact date of ‘Palooza’. The new approach will be to recap what has been added and talk about what is coming next. This way, they can deliver new functionality as fast as it is ready and not delay. This was awesome news for me – a slow drip of exciting enhancements all year!

New features

OK, now for the juicy stuff…

Campaigns – We have been using Ontraport Campaigns for a few months now since version 5 of the software came out. Some of our clients are here and some are still using the sequence model or a little of each. Campaigns bring a fantastic visual representation of the automated business and marketing systems we build for us and our clients. They have now added an embedded notes feature to help document what is happening in the flow of your campaign – like “here we are split testing green -vs- orange CTA buttons”.

What-if Analysis

So as if campaigns weren’t exciting enough… imagine if you could predict your traffic and how your paid ad budget could impact your business. Imagine that you could take your proven campaigns and apply some “what if I paid more” or “what if more leads converted here” type logic and see the results, BEFORE you made the investment or change??? Yup – you got it – they built that for us!! There is now an Ontraport Projection Mode of the campaign builder that allows you to change the counts throughout campaigns to see how it would affect your bottom line!!

More new stuff

There have been a couple additions to the platform, a couple of these were released while we were at Palooza…

  • 15 Minute Automation Processing – The simple explanation of this is that you can now have automation steps happen every 15min instead of 30min. The larger explanation is to think about how much horsepower it takes to run every OP user’s automation – now think about running that twice as often?! Wow – that must’ve taken a few more cycles and memory!!
  • $0 Coupon Codes – segment offers without affecting pricing, tag purchase type with a code…
  • Subscription Invoices (receipts) – This was huge for us and a few of our clients! There was an issue where the system would only send a single receipt after signing up for a subscription (like weekly, monthly, whatever) – now the system can send a receipt every time a payment is made for the subscription!!
  • Google Analytics eCommerce Tracking – ability to tie purchase tracking data to your google analytics account to enhance your total reporting.

Upcoming stuff

Here is where we transition to the new way of delivering upgrade announcements. We heard about a few things on the radar to deliver throughout the next year…

  • Automatic email tracking
  • Grab URL variables automatically
  • Time stamp fields – and relative waits
  • Transaction data merge fields in webhooks
  • New accounting system based on industry-standards

Drum roll please…………

  • Ontrapages Version 3!! – This one is huge folks! We got to see a preview of the next version of the web page/landing page builder and it takes building sites to the next level. Customize your blocks and then build your page – for total control, and still mobile-friendly!! Amazing to see, and great to know they are listening to us!!

New Ontraport Weekly VLOG

Ontraport will be presenting a new weekly video blog on how Ontraport uses Ontraport. This should prove to be very exciting since they truly run their own software and some of us have learned some handy ways to leverage the platform because of this. Now the Ontraport team will be sharing some of their own secrets on how they use the awesome sauce, that is Ontraport, once a week!

Next Steps…

Think about how these new features can help you and your business. If you have any questions as to how we could leverage some of these in your account let me know. Maybe you have been on the fence about stepping up your automation or digital marketing? Now is a great time to get started with Ontraport and Wild Fig Marketing. Click here to setup a time with me to discuss the new features and the whole platform and how it can help you and your business!!

kevin@gowildfig.com

http://30minwithkevin.wildfigmarketing.com/

Case Study: How Automation Saved One Client a Full Week Each Month

Case Study: How Automation Saved One Client a Full Week Each Month 900 600 WildFigAdmin

How would you like to save 40 hours a month? That’s like getting an entire week per month to work on the things that are important to you!! For one client of ours, we were able to do just that by automating their new client onboarding process, saving them hundreds of hours a year in follow up, notifications and reminders, giving them more time to focus on their clients and services! Using Ontraport, with it’s strong automation capabilities and new campaign tools, we were able to help this client make it all happen. Let me break it down into areas to explain:

Starting Point

First, there is an automatic reply for email inquiries that directs prospects to a landing page (web page) to schedule an introductory meeting. This page is built and hosted in Ontraport and is promoted through social media and other channels as well. It collects some basic information in a form, and allows the potential client to pick a meeting time from the available time slots. The meeting calendar is integrated with Zapier using Calendly to talk with MS Office 365 calendar (or could work with another calendar app). The meeting slots are predefined in length and day/time our client is available.

A Little Intervention

Now, the flow of things… If someone clicks on the link but never schedules an appointment, the system will send a reminder email. If this email still does not get them to schedule an appointment, we create a task to have someone call the prospect directly. Once we have an appointment, we create a task for the introductory phone call with the prospect. Once the call occurs we can have multiple outcomes. For example: “Successful Call”, “Not a good fit for business” or “call didn’t occur”, etc… For each outcome, we can take different actions. In this case, let’s assume we had a successful call and the task is marked as complete.

Down Payment Process

Since the call happened and a down payment is required, we need to send an agreement and collect a down payment. The agreement document is handled through a Webmerge integration to Docusign. The Webmerge integration pulls the data from Ontraport and places it into the Docusign document for delivery and signature. We use a custom field to keep the down payment editable – this allows for different sized clients/down payment amounts. When the document goes out, we create another task to watch for payment and Docusign to be returned. Payment for most of our clients is done through a link and hosted inside of the Ontraport process. For now, we will invoice in contract and await the payment. Once the Docusign document is returned, we can mark it complete and the system will now create a task for the larger design and final proposal!

Contract Madness Made Simple

Final Proposal – There may be multiple versions of the proposal so we build this into the automated process. By using task outcomes – we can create a loop in the Ontraport campaign of “signed and accepted” or “new contract needed”. We can run through this until we get acceptance. To automate the contracts, we use multiple custom fields to support variable length statements of work. We started with 10 for this client. This allows them to have some contracts with 2 or 3 deliverables and others with up to ten or even more! The Webmerge process allows for a create and merge “if exists” feature – so you don’t end up with multiple blank lines on the contract.

Closure

Once the final proposal is accepted, the final task is closed and the client moves into ‘normal’ alerting emails. 30 days before their event, they get a notification about final changes and two weeks before their event, we remind them of any other last minute items. After their event, they receive a thank you card for doing business together.

Move to Marketing

Upon completion of their event, we move them into a nurturing sequence, where they are sent a 6 month reminder of our thanks for doing business and ask for a referral of more potential clients like you! We may or may not perform more of these and finally, move them into our general marketing newsletter, blog reminder, or other regular client communications.

Ready to get 10-30% of your month back?

Think about how many steps are in your business processes. Think about the areas in your business where you are performing steps that are duplicatable and repeatable. At Wild Fig Marketing, we specialize in helping you document your processes, finding areas where automation will save you the most time and money, and implementing these systems using Ontraport and other integrations for flexibility. Sign up for a free 15 minute call today by visiting:

http://automatemybusiness.wildfigmarketing.com

 

Send me an email at kevin@wildfigmarketing.com with questions about how you can start saving time and get back to doing what is important!!

Welcome to Ontraport 5.0!

Welcome to Ontraport 5.0! 252 252 Kevin Switala

What is Ontraport you ask? Many of our clients run their business and marketing automation on the Ontraport platform. This platform has a core CRM (Customer Relationship Management System) to hold all of your contacts in one place and allows the automation of marketing, sales and other functions to be wrapped in one package. Landing page building and hosting, online sales, email marketing, SMS, and even mailing postcards is possible from within this one system!

The future of marketing is here. Ontraport recently released Ontraport 5.0, the latest version of their platform, and we couldn’t be more excited for what this version will do within our industry! Ontraport 5.0 brings all the value you are used to seeing in Ontraport, while adding two sweet new functions: Visual Campaign Builder and Visual Campaign Metrics. The best part? They’re all in one view!

Two things in one! As many of our Monthly Marketing Clients, DIY-ers, and Service Customers know, we typically build a visual diagram of your systems in a flow chart, and then build the system behind the scenes. This new view within Ontraport 5.0 achieves both.

Campaign Builder allows you to build out your entire campaign, including the expected (if, then, or) logic, and view it in real time within the system. Now here’s the real power…when you view your campaign in the system, you can choose Performance Mode to see the actual results as your clients and prospects are fed through your marketing and automated systems! This is HUGE!!

Here are a couple simple examples:

  • How well is my system converting in each stage?
  • Where are my best customers coming from?
  • How long does it take for prospects to become customers?
  • Which campaign elements are most effective?
  • What is the lifetime value of customers coming from each source?

To find out more about how you can leverage these new features in your systems, please contact us to schedule a time to explore the options for you and your business!

5 Apps to Simplify Your Summer

5 Apps to Simplify Your Summer 900 600 Kari Switala

Woohoo! It’s officially summer time! How do you plan to spend your summer: sitting at your desk or sitting on the beach? If you’re interested in spending more time relaxing and enjoying a good book or the great outdoors, then you’ll want to check-out the 5 apps we love that will help simplify your summer!

 

#1. Calendly – Are you tired of playing an endless game of tag every time you try to book a meeting with a client or prospective client? Then you’ll definitely want to check out the Calendly app. This calendar scheduling tool easily integrates with most online calendars and can be customized to suit your meeting needs. The next time a prospect wants to schedule an appointment, simply send them the link and say goodbye to the back and forth emails! https://calendly.com/

#2. Canva – I must admit, both Amy and I are a bit addicted to this app. Canva makes designing social media posts, email headers and more a breeze with their pre-designed templates and easy-to-use editing tools. Simply choose what you want to create a Twitter post to a blog header, (or one of the 100 other options), then upload your logo, add it to the image, and you’re good to go! https://www.canva.com/

#3. Blinkist – My good friend Tara told me about this app about a year ago, and I was a bit hesitant about using it because I love to read books. However, this little app recently came in handy when I had lead a group discussion on a book I hadn’t finished reading yet. Now, it’s one of my favorite apps. Basically, Blinkist is the digital version of Cliff Notes (if you are old enough to remember what they are!). It gives you a high-level overview of the main points of the book (either via audio or text) so you can decide if it’s a book you want to read or simply utilize the key points. PS: It’s great for those professional development books that have great content but often put you to sleep! http://blinki.st/712ecf2f8468

#4. Grammarly – This is a lifesaver app, especially for those of us who might not have enjoyed or learned a ton from English class. The app alerts you anytime you have a spelling or grammatical error in whatever you’re writing, no matter the platform. Whether  you’re putting together a Facebook post, writing a blog, or editing your WordPress website, it will notify you of any errors and provide suggestions, too. https://www.grammarly.com/

#5. MileIQ – Do you struggle with keeping track of your mileage like I do? Then you will love this app that my accountant Scott Kaiser with Kaiser Tax recommended. MileIQ automatically logs and records all the miles you drive and creates a complete record of each trip. Once you’re done for the day, a simple swipe will indicate which trips were for business and which were not! No more trying to remember business-related trips during tax season. It’s a fantastic time saver! https://www.mileiq.com/howitworks

If you would like to explore new ways to make your marketing as simple and effective as these time-saving apps, please email kari@gowildfig.com or book an appointment.

Tired of Chasing Tail? It’s Time to Settle Down and Focus on Qualified Prospects

Tired of Chasing Tail? It’s Time to Settle Down and Focus on Qualified Prospects 900 600 KariSwitala

We all know a guy or gal who spent their early 20s playing the dating game. I had a friend who went on dates with so many different people, it seemed like he had dinner with everyone he ever spoke to! It seemed exhausting to me, and eventually, my friend found someone special who became his wife.

Instead of chasing tail, a more efficient approach would be to come up with a physical or mental checklist of the qualities you’d be looking for in a significant other.  Then, my friend could’ve used his list to determine whether or not to go on a date with someone.

So, what does this have to do with growing your business? Following up with every prospect who visits your website is like going on a date with every person you ever have a conversation with. Why waste hundreds of hours following up with tire kickers when you could spend just a few hours following up with QUALIFIED prospects who REALLY want your product or service?

Qualify Your Prospects to Save Time and Effort

Recently I met with a prospective client whose sales team follows up with EVERY website lead they received. At first, I was impressed. But then I asked him how many of those leads were qualified. His response: 25%.

Yikes! Immediately, my marketing automation brain went into overdrive, and we discussed how he could prequalify the leads automagically, including:

  1. What are the top 2-3 factors he used to qualify a prospect? Answer: Budget & Space.
  2. What is the average length of your sales cycle? Answer: 7 days.
  3. What are your prospects most concerned with when you talk to them? Answer: Staying within the quoted budget and the experience level of the installers.
  4. What improvements could be made to your sales process? Answer: All the leads came to the business owner, who then had to disperse the leads to the appropriate sales person.

From our discussion, Wild Fig Marketing added a region field to the company’s existing landing page so the prospect could select the region closest to them. Once a prospect filled out the landing page form they would automagically be entered into a sequence. Here’s what this sequence looks like:

Are you ready to find out how we can automagically prequalify your prospects? Call or email us today to schedule an exploratory phone call. 612-298-3487 or kari@gowildfig.com

Importing Contact Data – Garbage in, Garbage…in?

Importing Contact Data – Garbage in, Garbage…in? 900 600 Kevin Switala

So you got a shiny new digital marketing platform… And it includes a fancy CRM so you finally get to have all your contacts in one place… Now what? How will you use and grow your Contact Record Management? Is your CRM a part of your digital marketing platform like Ontraport? Where is your contact info today? These are important questions when gathering and importing your contact data into a new system. Let me give you some tips, tricks, and things to think about as you head down the import path!

Exports, Spreadsheets, and Bar Napkins… Oh my!

First, you need to locate your data. Are you using an existing tool for email marketing? Do you have a client spreadsheet with contact info? If you have a system, can you export contacts? Maybe you simply have business cards and names on post-its everywhere. Try to round up all your data and get it narrowed down to one or two spreadsheets where you can clean it up for import. If it really is all over the place, maybe its time to pay that dead-beat cousin of yours a few bucks to throw it into a system!

“If I had asked people what they wanted, they would have asked for faster horses” … Henry Ford

Think bigger about your platform, which data will you use?

You need to think about which data will actually be used in your digital marketing platform. Many times, our clients export EVERYTHING from a system, never to be used again. Others simply export name and email address. Your contacts may be coming from a point of sale system where individual sales are tracked. Do you plan on using this data for your digital marketing? Is there a way to slim this down to maybe recent sales or category? Maybe your an auto shop and your system has multiple vehicles per customer. Is this important, or would it be better to know if a recent service was declined? How you will use your data will help determine how to populate your CRM.

Exporting, and Configuring your contact data.

Once you figure out where your data is, then figure out how to get it out of there for editing. Many times, we export all that could be used and cleanup after list consolidation. Build a file… I recommend you decide on a set of useful fields, and consolidate the lists in one work file. You can use tags to categorize beyond that for things like source, type, or region.

Tips and Tricks to “fix” your data:

You will have the original data (in system), an export file, and a work file. The work file is where we consolidate all of our lists and fit the data into the right fields. This work file will also establish how many custom fields you will need to land your data inside the CRM. Sometimes you need to “fix” your data in the work file as well. You might have full name but need first and last in separate fields. If you use Excel, there is a pretty easy way to separate full name into first and last in unique fields. Simply select the column with full name and select “text to columns” under the data tab (may be elsewhere with other versions). There are many other ways to use formulas in Excel if you need to. Generally, getting everything into the work file will help you visualize what will be imported. You will be able to see things like multiple email or phone fields. You can remove fields (columns) that are not useful – like unusable codes and other data that you will not use with your marketing or contacts. Once you are happy with your data, export or save as a .csv file and import this into your CRM.

Don’t Forget to Tag Your Import!

Final tip – make sure to tag your import so you can easily remove it if something goes wrong. We use date and and version number if necessary. Something like ‘170414_1’ would work well. These tags can always be removed later, when you know everything went in as planned. Finally, test your import. Make sure the things you wanted to import truly made it in where you expected. Now you’re off! – happy marketing!!