Brad Reynolds
Customer Relationship Management (CRM) Systems
Video Transcript
So I wanted to chat a little bit about some of the integrations that we have and how they can function to improve your business and to improve the quickness of which your feedback loop can function. One of the areas I'd like to talk about is Customer Relationship Management. What most customers use this for is when a person initially contacts their company to potentially buy a product or service; they are logged into a Customer Relationship Management, or CRM, system. This allows sales representatives or account representatives the ability to track information about that person and figure out where they are in the sales cycle, and figure out how to get them to close or convert better.
There are a variety of CRM systems on the market. Mongoose Metrics integrates with three of the larger systems. One of them is Sales Force, another one is Microsoft CRM, and another is Sugar CRM, and the concepts between them are pretty similar. What will happen is when a call event is triggered inside the Mongoose call tracking system, we are able to create a record inside of the CRM containing information about the caller - who they are, where they came from, what web pages they hit, detailed information about who they are, what keywords drove them - and give them to the sales representative or account representative so that they're batting with a little bit more information when they're chatting with the caller.
Depending on the type of business, the actual sales cycle may be between ten minutes to six months, depending on the size and complexity of the sale. So we're able to inject information into the CRM, as we get new information about the caller we're able to update the CRM, and we're also able to take information back from the CRM into the Mongoose system in a bi-directional fashion. For a Customer Relationship Management, you're able to see a flow or funnel all the way from the marketing source, through website or multi-channel interaction, into the CRM system. Then you are able to develop a knowledge pathway of who that person is and how they're interacting with the company. Additionally, when companies complete the sale, usually theyrecord it into a CRM system, so you can really calculate the ROI of that particular marketing effort that generated that phone call. You're able to see the completed sale and then trace that all the way back up the marketing funnel to how that person interacted with you and why they called your business.
So the important thing for a Customer Relationship Management is that through Mongoose, we will integrate with whatever CRM system you are currently using to track your sales. If you are not currently using a CRM system, our suggestion is that you should be to improve your business. Sugar CRM is a freeware system that you could easily implement into so that you can start tracking sales and start looking at marketing paths and how you're closing and converting your customers better.
Mongoose Metrics offers simple to use enterprise class phone call tracking services for both online and offline marketers. We want to understand your needs. Please complete the form below and a Mongoose Metrics representative will contact you shortly. You can also contact us directly at 877-784-0496
