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You can plan now for when your company doubles/triples in size if you set up your CRM the right way. In this webinar, you’ll hear from a chief sales officer with a team of 40 sales people and a small business owner with a sales team of 3. They both customize Insightly CRM to make their teams run smoothly.
5 tips to help you meet your 3-5 year goals
You’ve got product-market fit and your business is growing…great. Start using the right CRM now to guarantee a smooth ride to your next milestone. Whether you’re shooting for $1M, $5M or $50M, a CRM can set you up for success.
Hyper growth is exciting, but it can also be chaotic if you haven’t laid down a good foundation and set up processes. You’ll find yourself getting tripped up on details, missing opportunities, and frustrating an already stressed-out team. You can avoid this by having the right tools in place ahead of time.
Watch this webinar to learn why you need to start forecasting now, how to automate processes that facilitate growth and learn the CRM hygiene tips you’ll thank us for later. You’ll hear from Insightly’s Chief Sales Officer on how his team uses Insightly to keep everyone moving in the same direction and get the reporting he needs to keep his leaders informed. Special Guest Lisa Riggs of Spirit Sox joins the webinar to talk about the ways she used Insightly from the inception of her small business to drive growth.
Don’t wait until you have 30 sales reps and $30M in revenue. Start today to ensure you’re prepared to accelerate through a steep growth curve.
Permissions seems like a simple feature, but it really is a powerful one. Setting up permissions correctly will protect your data and keep your team focused on their role and the job at hand.
Val: Welcome to today’s webinar we hope you’re ready to think big with us my name is Val Riley I am the head of content marketing and Insightly and if you have product Market fit and your business is growing you’re in the right place we’re going to talk all today about the ways you can set your CRM up today so that when you have 10 20 30 times even 50 times as many customers as you have today in the future your CRM is a solid foundation you can build on let’s meet our presenters I’m delighted to have Melinda pressure with us today she is our product marketing director here at Insightly she’s been with us for about two and a half years but before that she was with some amazing logos that you see on this slide and she has a wealth of information to share with us we also have Dave Osborne. Dave is the chief sales officer at Insightly so he’s responsible for all the revenue he’s been with us for just over a year before that he was with qualtrics and while he was there they went from 10 million in Revenue to over a billion so Dave knows a thing or two about scaling and we also later on are going to meet Lisa Riggs Lisa is the owner and CEO of her own company Spirit socks USA she’s also an Insightly user so she’s going to put some of the tips you hear from Dave and Melinda to the test before we got started we had a quick poll up and so these are the results of the poll and Melinda I’m gonna pass it to you so take it away.
Melinda: ll right that poll is really interesting it’s almost almost a nice bell curve in a certain way so good to see that welcome everyone let’s get started so to level set there are three things that we wanted to talk about during today’s webinar now we realize not everyone in this call is an Insightly user and you know maybe some people aren’t even using a CRM actually so just know that we’re going to use Insightly as our example here but I know that we’ll be really just speaking to CRM in general to give a good sense of what you should be thinking about when you consider moving to a CRM if you’re not yet or even what you should think about if you’re considering switching at this point in time so we’ll walk through five tips on how to use Insightly to reach your goals and we’ll get Dave’s leadership perspective on those tips and then also a deeper understanding of what Insightly can do for each one of these points that we’ll go over today and then after that I’ll interview Lisa to show you how she’s using him sightly to support her business growth so Dave let’s start by level setting for sales leaders like you if your team isn’t using the CRM as the central nervous system of your organization your ability to fully understand your business could be compromised and so I’d like to start with your perspective on how important it is to align around a single version of the truth.
Dave: Thanks Melinda it’s incredibly important to rally around a single version of the truth right and it starts with agreement at the org level about who your ICP is and what value your company’s delivering even more important is understanding and optimizing the key Milestones along the customer Journey right starting from the top of the funnel and marketing through the sales cycle through implementation and then hopefully through ongoing renewal and expansion also super important to understand that CRM is not a static tool it’s a living organism that needs to adapt as you change and scale so you need to be thinking about this not only during your initial implementation but on a regular basis as your company’s growing some of the questions we ask our teams all the time is especially as a working cross-functionally with marketing is how are our prospectives finding out about us being really deliberate and thoughtful about what are the key touch points and Milestones along our customer journey and the corresponding sales process also critically important is how are we ensuring that we have really seamless handoffs between sales and delivery to ensure that the customer experience is incredible every single time Dave to build on that point your CRM is only as good as the data that you capture and manage so Dave can you share the primary considerations that people should think about to ensure that their CRM is easy to navigate and manage yeah absolutely well first of all I think it’s important that we understand and recognize that most cros that I know struggle with CRM hygiene right I I think it’s a tale’s oldest time so I don’t want anyone to feel alone if you’re dealing with it and and you’re struggling through it super common and in many ways the CRM that you choose to use isn’t as relevant to the hygiene as much as driving consistent behaviors and discipline on your team and keeping your CRM data clean that said there’s a few questions you can ask yourself early in your implementation process about what each team needs to be effective in the roles right so really basic things like what constitutes an opportunity in your org you know I’ve had the chance to work for several different organizations and having that fun alignment is super critical right how do we Define an opportunity what’s the right level of information in depth that we that the team needs to understand the health and quality application of said opportunity you know a lot of times sales reps neglect to update CRM because it’s too hard it’s too cumbersome it’s too time consuming right so being thoughtful about your page layout and design can be a really underrated factor to consider so making sure that your page layouts are made making it easier for sales and other teams to organize information effectively can be a really critical part along with the corresponding Fields like what fields are we going to include in each section of the page to make it easy to navigate so bottom line alignment on key definitions and business critical details is super important and a huge part of this is making CRM hygiene a top-down priority with all the corresponding discipline and accountability to the sales and customer success teams I want to show this example from our demo account we’re showing here an opportunity record and that opportunity record has key details like pipeline pipeline stage forecast close date opportunity value probability of winning all those important details about the organization and the contacts that will help deliver a better picture of what’s happening with this opportunity so the team can get on the same page with where this opportunity stands but know that you have the flexibility to determine objects fields and Page layouts like Dave was talking about you Insightly in particular is really well known for customization capabilities and really valued by our customers for that reason and if you’re considering CRMs make sure you understand the level of customization that CRMs offer and how much it may cost you to customize as well and what we really wanted to do with this webinar is help people understand and plan for their optimal future State as they grow so Dave there’s something here that I think is so important and that is permissions not getting this set up properly is problematic so you really want to start thinking about this right away and I’d love to get your thoughts and how we think about this and Insightly.
Dave: Yeah I completely agree not being thoughtful about administrative permission can be a huge mistake actually and I’ve seen this many times where organizations neglect this aspect and they end up paying for it later in a variety of different ways so you really need to plan for this as soon as as possible so a few different points I mean it’s all about data integrity and how a commitment to getting it right can influence the entire organization for the better right and what I mean by that is you want your team to perform efficiently by having access to the data that corresponds directly to their profile and role so they can perform their job at the highest level possible right and so Advanced permissions is a really powerful aspect that helps make sure that people have the right information they need at the right time to do their jobs right it’s about eliminating distractions right or potentially seeing detail that’s irrelevant to their job we want to eliminate all of that noise and make them be really really focused like I said so they can perform at their highest levels you’ll also want to consider setting up validation rules to ensure the most critical information is being captured right oftentimes people put a lot of different fields and sometimes things get lost in the noise so making sure that your keeping things simple but creating those validation rules to make sure that the really really key stuff is never being missed another thing is restricting the right to edit some data I’ve seen in some extreme cases that you know companies will have some individuals go in and manipulate the data to influence business decisions or even hide poor performance maybe on a personal or Team level which is obviously a really big problem so you want to make sure that you’re being thoughtful about how do we prevent those types of behaviors from occurring so obviously your orgs will not be this large and layered as you start out but it’s super important to be thinking about this as you grow and scale absolutely so let’s kind of dive into more specifics on this point around profiles and roles and permissions because I think in some ways this this can be a little bit confusing and so we want to dive into this so there are two key elements that you need to think about with permissions data profiles and roles so profiles determine which objects and Fields your users can view on the page and what permissions that users have to create read edit or delete record words and roles determine which records you can see relative to others in an organizational hierarchy and so to bring this to light profiles determine what roles can see and do in the CRM so what you see on the left side of this slide is I’m using three profile types that may actually have slightly different page layouts in the CRM we’ve got sales marketing and delivery the profile determines the type of information that can be accessed for example the sales profile would be set up to interact with leads opportunities bookings and if you are setting up a delivery profile that user would have access to projects project status project dates project margin for example and your marketing role might be able to see what’s happening in the delivery environment but might have read-only access so they can’t accidentally change anything about what delivery needs to know about a project at any given time what you’re doing here is simplifying the work so people aren’t searching through the CRM to find the data that’s completely relevant to their role and also securing and protecting your data with need to know access especially targeting access to functionality so you have complete control over any changes and then rolls on the right side they’re focused on hierarchies of information in this case we’re looking at a sales org with the chief sales officer at the top who has access to all relevant sales objects across the entire Global org as the hierarchy flows down through levels the VPs are limited to their own Regional View and what’s happening beneath them in their org and beyond that managers can see their bookings numbers and their individual contributors numbers but they can’t see up they can’t see the VP numbers the other regions numbers or the entire roll-up to the global leaders numbers the point is that you have control to make decisions about who can see what data depending on the requirements for your org so this is a screenshot showing you how and where to assign a page layout to a profile and so what you do here is you go into system settings and objects and Fields and system settings and you choose opportunity and then you click layout assignments because you’re picking out layout assignments in the opportunity and then you edit those assignments and we’ve got two separate page layouts and two separate profiles and then you assign the layout to the profile of your choice and save it it’s that simple Dave let’s transition to tip four workflow automation is so important to so many of our customers it’s a key reason why they choose Insightly and I mean there are almost infinite use cases I’d love to hear your leadership perspective on why this is so important to you and any sales leader yeah absolutely well first of all if you’re not leveraging automated workflows within your CRM you are not doing it right you are missing out on a critical Force multiplier for your business and a common misconception is that workflow automation is only important for bigger companies that’s simply not true it is so relevant for small teams and only gets more important as you grow right because even with smaller teams balls can get dropped along the way through the customer Journey simply because people need to share information across teams quickly or nudge the next person of the process if there’s a delay along the way right workflows are so important because they help your teams execute at the highest level possible why while at the same time mitigating and reducing the risk of Errors right it helps us scale and takes the pressure off the administrative manual work on my specific teams right as we set up workflow automations it makes it easy to set up hundreds if not thousands of notifications at any time of the day or night right which is the type of communication you want to set and forget and let the power of CRM in our case let the power of Insightly handle that for you right because at the end of the day I want my team to focus on delivering incredible customer experiences not working through repetitive manual tasks and workflow automation makes all the difference here absolutely so let’s look at a use case so let’s say that you want any opportunities that reach at least ten thousand dollars in Opportunity value to automatically receive a high priority check mark in the opportunity record so that you can pull lists of high priority accounts and track them more easily so you’ve set your strategy and you want to give the process a name in this case you’re going to name this process opportunity opportunity value greater than or equal to 10K Mark that as high priority your next step in this process is to identify the criteria and Insightly that will be the inputs to defining the process so in this example your criteria are record type you’re going to be changing opportunities it’s going to happen in the opportunity object the evaluation criteria are bit amount greater than or equal to ten thousand and then the final steps in the process are setting up actions what’s going to actually happen and the trigger or a timed trigger so you can set up an immediate Trigger or a delayed trigger in our example the high priority checkbox will be checked automatically when the trigger happens either a record is created and the bid amount is greater than or equal to 10 000 when the opportunity is created or at some point later in the process when the bid amount hits that Mark this just makes it easier for you to capture the information you need without forcing your team to go through manual steps that take up more time or potentially cause errors so let’s take a look at this example the workflow automation was what you saw on the previous slide it was already created in system settings and then when we perform the action that is to say we create a new opportunity we enter the bid amount we don’t have to check the high priority checkbox it’s done on our behalf and we’ve got a record of this high priority opportunity and can track it via record via the reporting so Dave let’s transition to the final tip so we live in a data-driven world and leaders want the best tools to help them manage and grow their businesses how do you think about this from the reporting and and dashboards perspective and what do you hear from customers yeah we do live in a data-driven world I mean we have so much data right and when you’re growing a business scaling a business and looking to make decisions you know you can make decisions based on data or opinions but I’d much rather do it Based on data and when I talk to a lot of small companies typically they start out by using Excel right some or simple tools like that to visualize their data but you know they’ll quickly outgrow it they’ll find it’s not delivering what they need it’s clearly not real time and again in today’s fast-moving world if you’re reviewing old data that’s no longer relevant you’re looking in the rearview mirror time has already passed we need to be more predictable and be able to have a better forecast to do ability about what decisions or things are coming around the bend with regards to our business it also takes a tremendous amount of time to gather and do a lot of heavy lifting of Consolidated and a lot of small teams just don’t have the bandwidth their head count to do that well along with that I mean a common a common factor that people don’t consider is risks right but it’s really easy for data entries to be made when it’s done manually and as you scale think about like a potentially worst case scenario if someone who owns an important spreadsheet or to leave the company right they’re taking all that data with you which sets the company back in a really really tough position right so you know customers find that they’re able to spend time trying to align groups to get to a single source of truth right inevitably different people may be using different processes or systems to develop the lens they’re using to Define key metrics kpis okrs right and it makes it really difficult to align on a shared vision and grow together as a business right that’s part of the reason why so often you see conflict between sales and marketing right there really shouldn’t be multiple versions of the truth right so making sure that all teams are seeing off the same sheet of music hypothetically is super critical to ensuring and creating business Harmony absolutely Dave and of course from the marketing perspective we want to be completely aligned with sales it’s so important to us and we we can do that in a number of ways including with you know great reporting and dashboards so great dashboards Empower you to share business performance with anyone in your company at a glance they should help you understand more about your business help you get to the right answers faster and should generate even more thoughtful questions about the directions you can take your business so Insightly dashboards are incredibly customizable the dashboards are incredibly simple to create and can show you any parameter about your business as long as you’re collecting that data in the CRM and so I’m sharing here screenshots from a custom sales dashboard with with a variety of cards so we’ve got sales by product type sales by rep high priority opportunities which is a dashboard I built in about two minutes for this webinar and total pipeline by sales rep all plan types come with built-in dashboards and our professional and Enterprise plans come with customizable dashboard cards so you’re more than equipped to review your business at a glance and share that information across the company you can do almost anything within sitely dashboards and our customers love the way that they provide a quick view to business performance Our Help Center also includes additional information about all of these tips that we’ve talked about today and is a good resource to learn more about Insightly whether you’re just considering Insightly and would like to learn more or if you are already using Insightly and would like to learn more about what you can do to maximize the value that Insightly brings to your organization.
Val: All right Dave Melinda great tips thank you so much now I’d like to introduce our very special guest Lisa Riggs as I mentioned earlier Lisa is the founder and CEO of spirit socks USA it’s a certified women’s Business Enterprise and she also is very proud of her Better Business Bureau rating a plus nice work Lisa it’s super important for Lisa to give back to her community so she donates five percent of company profits to providing stocks to the homeless in the US great story already Lisa and we can’t wait to hear more about you and in slightly so let’s take a listen to Lisa.
Melinda: Hey Lisa thank you so much for joining us today I’d love to get your thoughts about the conversation that Dave and I had did anything in particular not ring true to you and did anything in particular resonate you know I really like the workflow piece that workflow automation is just critical to removing those manual tasks for us so things just happen automatically I think it can just increase the speed of scaling a business growing a business increase the speed of sales by everybody being you know United on that workflow and working together and and again you know like like Dave mentioned if somebody leaves or if somebody’s sick or you know emergencies happen they take that data with them but that workflow automation just it prevents that from happening so I thought that was a really key piece wonderful well you know you’ve been an Insightly customer for a long time I mean close to the time when Anthony Smith our CEO actually started the company so talk first about your decision to choose Insightly yeah.
Lisa: Actually it was I was a startup as well and I was really just looking for a CRM that was a affordable but be you know mostly customizable that’s really I knew I was going to grow my business and I was looking for a CRM that I could customize for myself and then one that wasn’t extremely complicated right and so I I really liked Insightly for that as well as the fact that Insightly was a startup and then the Insightly was in San Francisco I was in San Jose I loved supporting local and just the you know the customization that they offer or that you offer with images and all of those things were just it was a key piece excellent and you know when you and I first spoke you mentioned that people think that it’s possible to manage their business on spreadsheets but that really isn’t true .
Melinda: I’d love for you to dive deeper into that point in particular yeah I thought Dave covered it well you know there’s I I know you know I’ve met a lot of startups along the way and I do know a lot of people think that Excel is a great way to do it because you can use Google Sheets right so team members can see it but you know the detail isn’t there the
Lisa: The workflow the pipeline the images are just not there I use tasks quite a bit Insightly for my sales follow-ups that’s not on an Excel spreadsheet and the the you know the main piece too is is just getting it out of your email and getting this into something that’s organized and and so I highly recommend you know CRMs I just think it prevents your business from growing if you stick to that Excel there’s just no way to track and the nice thing about Insightly is you can upload the Excel spreadsheet straight into it so it’s boom it’s done which I use all the time when I go to conferences and come back with you know large numbers of leads you just upload that straight into the leads portal and it’s all there for you in an instant wonderful you know when we spoke before too you mentioned that you actually have other CRMs approaching you to see if you might switch from Insightly including some of the big Legacy companies out there I’d love for you to share more about what Insightly does for your company that others do not yeah so what my company does is we customize socks uniquely for each customer and so we obviously present more than one design we always have multiple designs and so it’s critical for me when they turn into a sale and I put them in projects that I not only record the data about their sale but I upload the image of their sock design because when they come back for reorder I want to know which one they ordered and I can go back it just helps me have a full amount of data and so it was actually Salesforce that was approaching me and they have a great system but we got to that point I said having this image is critical to me and they said we can’t do that you need to stay with Insightly and they haven’t called me since so it was convincing no foreign we also talked about tracking lead sources and I’d love to have you speak to your process for that because I know this can be somewhat complex yeah we have as most businesses do right the leads are coming in from quite a few different areas and so I I work all the time to customize that lead Source it’s it’s just that pull down box and add the different things and with every new opportunity or every new lead that comes in we we categorize it for where it came from it will allow us to analyze our marketing budget it will allow us to know which leads are converting right there’s so many things that we can do with that so that’s a really key piece for for me of you know understanding not only you know conversions to sales but my marketing budget so finally I’d like to have you talk about Time Savings and efficiency yeah you know one of the things Insightly offers my team is just that just communication right we use pipelines to track things along the way you showed some pipelines in this in the slides and that way everybody knows at any point in time where that lead opportunity project is in the process without having to talk to each other without having to send an email or talk on slack and that’s that’s a real time saver for us it also helps if somebody takes a vacation or leaves the company for us to pick up right where that was and the customer has no idea the customer is not affected because on our end we’ve got it really handled and so it’s it’s key to to be able to speak across or to be able to have all employees you know look at that pipeline instantly know and then do their job absolutely I think if I remember right you also mentioned something about you know tasks being really important to you and following up on tasks setting reminders with tasks if you need to order or reorder something and it really helps you from a process and organization standpoint too which I think is really good and really important yeah the key piece for me in sales are those tasks every single opportunity has a task assigned to it and as soon as I complete that task we we assign another task because until they until we convert that sale and it’s it’s critical the other thing that’s so important with the leads and the opportunities like I said is just getting them out of your email out of your inbox right being able to put them in the CRM and then create that pipeline that workflow for that because I don’t know I’m sure other people out there can relate but my inbox gets full pretty quickly and you just you lose things right they just they get buried and if you have a CRM it’s all right there and so it’s just critical to get it out of your inbox into the CRM and then you can you know you can create tasks to follow up you can create those pipelines you can really maximize this opportunity that’s come to your inbox wonderful Lisa it has been so great to hear from you how Insightly has helped you create more velocity through your process and you know even understand the key drivers that are helping you sell more so you can analyze your business and and grow and deliver great experiences anything else that you’d like to share about the value of Insightly to your business before we close out you know the one thing I would advise for all Insightly users is it’s very customizable and so customize it to how it’s going to be most productive and effective for you it’s it doesn’t take long to do and it can really increase your efficiency wonderful thank you so much you’re welcome guys that was amazing appreciate it I understand we have a ton of Insightly customers on the call which is fantastic but if you’re not a current user or you’re new to CRM or a CRM is in your future we would really like to talk to you see our Insightly CRM is super easy to adopt very customizable integrates with everything you’re already using we hear from customers that they’re up and running with Insightly in just weeks and growing Revenue up to 300 in less than a year one of the aspects of Insightly that is that it’s a true platform you know in my previous role I’ve only been with Insightly for under a year but we were using Salesforce and pardot and it was really like a wall between marketing and sales and Insightly marketing is a full featured marketing automation platform built for marketers and the same platform as a CRM plus there’s Insightly service a customer service ticketing system that we ourselves use to support tons of customers so as your business is growing because we know everybody on this call is thinking big plan for the future and choose a CRM that can grow with you that is truly a platform that offers additional features for all your teams to align them and make sure everyone’s moving in the right direction all right those questions have started rolling in so I’m going to start lobbying them at you guys if you’re ready this first one looks like it might be for Dave Dave at Insightly who is in charge of actively managing the CRM updates rules and data hygiene because as we’ve learned that’s a big job yeah at Insightly it’s it’s owned by our sales operations team which is is pretty unique right I mean we’ve mentioned a few different other competitors and oftentimes you know CRM is so heavy that it requires like a team of Administrators to actually make it work so I think that’s another kind of interesting fact about our business and most of the customers that I speak with is it’s it’s a shared responsibility you know that someone in the operations side of the house will typically take in addition to many of their other roles so it is customizable but it’s it’s easy enough to make adjustments on the fly so for instance likely at sales operations that that owns it and helps kind of proliferate that across the different organs so so yeah I guess how do I know when I need to fire hire a full-time CRM admin well I mean kind of to that last Point you may not actually get there I I do think because I mean and Insightly you know we have a few hundred employees and we still don’t have a full dedicated admin right so I think it’ll depend on the serum you choose right because some of them do require very specific skill sets to operate and manage but an Insightly you know we’ve you know one of the the differentiators for us is kind of our modern approach and how we enable organizations to not require those admins I would say this though Val I think a critical thing though is defining who owns it right who is the person that is owning it because you know if you have multiple admins so for example if we have a marketing admin in a CS admin a sales admin that is making adjustments to fields and objects on an ongoing basis you may invertently create issues for yourself right you may create workflows that contradict each other and start breaking things so I do think it is important to have you know call it a task force or you know just a a a group of individuals that is responsible for owning this so that as we’re trying to make changes to help grow and scale the business that we’re being thoughtful about the needs and also Integrations that other departments may be leveraging so that we don’t have any interruptions along the way thanks Dave
Val: Speaking of Integrations we got a great question from Robin about integration with Google workspace Gmail Robin you’ll be happy to hear Insightly was born in the Google Google world so we’ll get someone to respond specifically to your question it’s a great one and we have a great answer David also looks like I skipped one what other types of information should you consider when thinking about CRM hygiene I think that was a follow-up to the first question yeah well it’s funny because like those are just little details that you often don’t think about that as you you know as the business runs things start breaking down so yeah there I think there are little tips like that so for example you know for States when you’re putting that into a CRM field is it going to be abbreviated is there going to be the full name right are you going to be okay with all caps or you know no caps or do you want to have that uniform you know Lisa brought up the example of going to conferences and uploading lists of leads that you got and this is this is why I see this breaking the most as we’re uploading that CSV or Excel spreadsheet into the CRM and you know the formatting is off which is I mean aside from the aesthetic problems could also create some Downstream issues as well so I think you know when I talk about discipline accountability you know that those are behavioral things that leaders can from a top-down perspective you know we have reports to help Drive compliance and hygiene right making sure fields are updated on a timely basis and we have the most up-to-date things there but there’s also some consistency factors that you should consider so that you know things don’t start breaking you know you’re trying to do your job right you’re uploading things but you know sometimes those things can have unintended consequences Downstream right I mean Lisa I mean I’d love to hear your thought on that I mean I’m sure you’re experiencing that as well right in terms of when when you do these things and you’re like oh wait I maybe missed something here yeah I mean I think you spoke to almost everything it’s just funny how the little details that you don’t think about can come back and get you but it’s you know it’s easy to fix and and it’s something I think too to if you’re thinking about it going in I think you’re just much less likely to have those going forward so it’s great that this conversation is being had and and you’re right like just the states the all caps is one that bugs me no all caps like it needs to be appropriate and and some things do come in that way and so how do you fix it how do you know how do you how do you move going forward I mean we might all have to change our ways because gen Z like they don’t use capitalization at all when they text so I can’t imagine once they start getting into the CRM what that’s going to look like but anyway
Val: Melinda this one might be for you if you had a sum up a main thing when choosing and implementing a CRM what would your advice be like one tip I guess yeah exactly I mean I think the main thing that you really have to consider is just keep it simple and so we’ve talked a lot about building for the future but what I also want to say about that is that it doesn’t have to mean using a lot of complexity or spending you know a tremendous amount of money and when you look at CRM options that are currently available you might be kind of tempted to invest in something that is more complex than you need thinking well I need this to grow for the future but just be careful remember that the best CRM is the one that perfectly fits your needs and don’t go out of the way for a CRM that has features that you won’t use choose something that’s effective customizable can grow with you without being unnecessarily complicated and expensive and this will really help ensure that your team adopts the CRM effectively and and also I think stay flexible the effectiveness of the way your team is working with the CRM is really your best indicator of whether the CRM is performing to expectations and if it’s not what you know how it could be improved this technology exists to help you make the most out of your customer relationships but if you you know if you fail to use it correctly if it’s too complex if it’s too hard to adopt then those relationships that you’re trying to build with your customers aren’t going to translate into better customer experiences can I speak to one thing as a customer as well you know I’ve been a customer of Insightly for five or six years at this point and Insightly continues to add new features continues to grow with the industry and so I’ve I certainly haven’t felt like things weren’t there that others had because as Insightly grows you know those features are coming and and what I found as well is the company is very open to suggestions to you know hey when is this coming when is this coming and up every time I’ve asked there’s been something in the works and you know it’s been there in six to 12 months so as a customer I can attest to you know if it’s not that what you’re looking for isn’t there now ask them see if it’s there and then be confident that they’re growing and adding more features every every day I think Val can I throw one last thing into the ring this is such a great question right you know I think a couple different thoughts like to me when I think about CRM right this it’s not a new technology right I mean this has been around for a long time right it started like back in the 80s when we just had rolodexes on our desk right and then we had see Bill come along we had contact management system put in your computer Siebel put it on-prem right and then you know 30 years ago you know Salesforce came along and put it to the cloud and that’s kind of where we’ve been for the past 30 years right but what’s the reality of that state well you’ve almost got like a dichotomy right on one end of the spectrum you have these kind of easy to use systems that you outgrow really quickly right they don’t have the features the functionality the administrative permissions the security someone asked about security reporting and you have to you have to move on to something more robust right at the other end of the spectrum you have the more Enterprise players right but they’re going to be really expensive they’re going to be heavy they’re going to take six to 12 months to implement and then as we talked about before you’re likely going to need a team of Administrators to even make it go so I think one thing that again I speak with hundreds of of companies a quarter that most don’t think about that I think is super important to think about is what is the total cost of ownership to bring on a system like this right because you have the technology costs which are explicit usually you’re going to see in a proposal but what are the other soft costs or Downstream costs you’re going to have to incur right one being implementation right how long is that going to take to get off the ground you know what’s the ongoing administrative requirements right I think oftentimes when you think about CRM the price you see in a proposal is often just the tip of the iceberg you know and then there’s a whole lot of other expenses underneath the water That You Don’t See coming so be thoughtful about that right if if the vendor is not disclosing or talking through that you I’ve seen it way too many times you know prospective customers are shocked at how much they end up spending per year on something like CRM so I don’t know just just my two cents great tip Dave
Val: Thank you Lisa Melinda Dave thank you so much this was a wonderful webinar I had a lot of takeaways I’m sure our audience did too and thanks everybody for joining us [Music]