WEBVTT NOTE This file was generated by Descript 00:00:00.087 --> 00:00:02.967 James: Welcome back to Behind the Madness where we talk about business 00:00:02.967 --> 00:00:07.557 growth, ways to work smarter and the fundamentals of business, all geared to 00:00:07.557 --> 00:00:10.227 unlocking your brands peak performance. 00:00:10.707 --> 00:00:13.617 I'm your host James Roberts owner and founder of Method. 00:00:13.897 --> 00:00:18.547 I'm all alone in the studio and I thought to myself look there's no better time to 00:00:18.547 --> 00:00:23.447 jump on the mic and record a new podcast and today one of my favorite topics, 00:00:23.477 --> 00:00:27.167 which actually isn't automation, but CRMs. 00:00:27.857 --> 00:00:31.157 However, before I jump in, I wanted to let you know a few ways 00:00:31.157 --> 00:00:32.147 that you can contact the show. 00:00:32.597 --> 00:00:35.567 We have some great content and helpful tips going out on Instagram, where 00:00:35.567 --> 00:00:40.277 you can find us at hello_method and we have a dedicated email address for 00:00:40.277 --> 00:00:45.837 the podcast, which is as you would guess, podcast@hellomethod.co.uk, 00:00:45.857 --> 00:00:49.127 where you can give us any feedback or ask any questions, and we will try to 00:00:49.127 --> 00:00:51.377 get them answered on future episodes. 00:00:51.797 --> 00:00:55.067 So before anyone comes in or the phone decides to rang, let's 00:00:55.067 --> 00:00:56.567 jump on with today's episode. 00:00:56.897 --> 00:00:59.837 CRMs are they really for us? 00:01:05.716 --> 00:01:10.382 So we've recently done a blog post and we've kind of turned it on its head 00:01:10.412 --> 00:01:16.522 around CRMs and given you five reasons, you don't need a CRM in 2023 I love this 00:01:16.552 --> 00:01:22.283 post, Tilly has written it and really kind of captured a great idea of giving you 00:01:22.283 --> 00:01:25.103 all the reasons why you don't need a CRM. 00:01:25.103 --> 00:01:29.213 So before you think, oh, amazing, I knew I didn't need one, let me 00:01:29.213 --> 00:01:31.223 just read a few of those out to you. 00:01:31.223 --> 00:01:36.245 Firstly, you're an Excel warrior, CRMs collate all of your customer data in one 00:01:36.245 --> 00:01:41.555 central location, but for some of you hardcore Excellers, this is just too easy. 00:01:41.585 --> 00:01:45.305 Basically what we're trying to say is if you're happy with Excel, stick 00:01:45.305 --> 00:01:49.805 with Excel, but of course, Excel doesn't have all of the connections. 00:01:49.955 --> 00:01:53.495 It's not going to keep all your data up to date constantly. 00:01:53.495 --> 00:01:57.905 This is a very much a manual process, and this is where CRMs can really help out. 00:01:57.988 --> 00:02:02.095 So, imagine you are trying to kind of keep up with a busy schedule. 00:02:02.095 --> 00:02:04.675 You're not going to keep your Excel up to date. 00:02:04.705 --> 00:02:06.025 We've all used Excel. 00:02:06.025 --> 00:02:09.030 It was something the, which our business started off with, we had all of our 00:02:09.030 --> 00:02:11.890 customers in there, we had all of their contact details, we had their 00:02:11.910 --> 00:02:15.930 email addresses, we had telephone numbers, we had their street address, 00:02:15.960 --> 00:02:20.610 but, it was about where it stopped, we didn't keep that data up to date. 00:02:20.616 --> 00:02:25.132 So pretty much from the moment we put it in, it was starting to be out of date and 00:02:25.148 --> 00:02:26.768 we weren't keeping up with it in any way. 00:02:27.038 --> 00:02:31.688 So any changes that were happening with the client, we certainly weren't tracking 00:02:31.688 --> 00:02:33.628 them or knowing that that was happening. 00:02:33.781 --> 00:02:38.567 Whereas the CRM is really clever in that regard to CRM is keeping all of 00:02:38.567 --> 00:02:43.337 your customer's information in one place, but also keeping it up to date. 00:02:43.507 --> 00:02:47.876 It may be plugging into a number of different other software or services 00:02:47.876 --> 00:02:53.339 that you use, which is also keeping that information updated constantly. 00:02:53.973 --> 00:02:59.031 For example, if somebody is booking a meeting with you and you've set 00:02:59.031 --> 00:03:02.751 up that this meeting's coming along, then that is automatically going to be 00:03:02.751 --> 00:03:06.921 captured within the CRM so you know, you've got a meeting with Bob coming 00:03:06.921 --> 00:03:10.551 up next week and it's in your calendar, but it's actually also in the CRM. 00:03:10.551 --> 00:03:14.091 So you can track these touch points of how many interactions 00:03:14.091 --> 00:03:15.214 you've had with a customer. 00:03:15.214 --> 00:03:18.784 So obviously we are very biased with HubSpot, we use HubSpot, but for 00:03:18.784 --> 00:03:22.474 me personally, I think it is one of the best CRMs that is out there 00:03:22.504 --> 00:03:24.844 purely from a usability factor. 00:03:24.904 --> 00:03:29.234 It's really simple to use and makes my life really easy 00:03:29.234 --> 00:03:30.314 when I'm running a business. 00:03:31.184 --> 00:03:35.384 To give you a really good example of how HubSpot works, I can email 00:03:35.384 --> 00:03:38.241 somebody and I'll do that through Gmail, through outlook, you know, 00:03:38.271 --> 00:03:39.733 through a standard email client. 00:03:40.153 --> 00:03:44.293 Now, if the person I'm emailing isn't already on our CRM, it 00:03:44.293 --> 00:03:46.183 will actually create that person. 00:03:46.483 --> 00:03:54.575 So let's say it is Sheila at abc tech.com, it's going to create Sheila on our CRM 00:03:54.665 --> 00:03:57.185 and also log that I've sent her an email. 00:03:57.995 --> 00:04:01.895 That's clever in itself, it's already created this contact 00:04:01.895 --> 00:04:03.095 which has saved me a job. 00:04:03.575 --> 00:04:08.535 But what it will also do is pick up that abc tech.com isn't a Gmail, 00:04:08.565 --> 00:04:11.455 it's not a Hotmail so it's realized that this is actually a company. 00:04:11.875 --> 00:04:15.385 So it's going to also create what's called a company record and 00:04:15.385 --> 00:04:17.125 associate Sheila with that company. 00:04:17.207 --> 00:04:22.413 If there is also any information around abc tech.com on the tinter web in any 00:04:22.413 --> 00:04:27.373 way, then it will also go and grab all of this information and populate the 00:04:27.433 --> 00:04:29.323 company record with that information. 00:04:29.593 --> 00:04:34.336 So through me, just sending an email HubSpot's gone around and it's created a 00:04:34.336 --> 00:04:38.386 contact and it's populated that contact with some information, but it's also 00:04:38.386 --> 00:04:42.436 created a company and try to grab all of the information that it possibly can 00:04:42.436 --> 00:04:46.006 that is in the public domain about that company and also populated that as well. 00:04:46.546 --> 00:04:51.796 So in terms of manually having to do things, if I was using Excel, I would 00:04:51.796 --> 00:04:56.386 have had to remember to go and add Sheila to our Excel and create it and 00:04:56.386 --> 00:05:01.035 that's a big time-saving trick already taken out because it's done for me. 00:05:01.515 --> 00:05:05.745 Now if Sheila is already on our CRM, then all it does is it just 00:05:05.745 --> 00:05:10.365 adds that email to the timeline, so it's updating that details for me. 00:05:10.365 --> 00:05:13.675 It knows that I've sent an email to Sheila and when I've done it. 00:05:14.665 --> 00:05:20.061 So, these little things that CRMs can do keeps everything speedier 00:05:20.121 --> 00:05:21.651 in terms of what I need to know. 00:05:22.071 --> 00:05:27.114 Now let's take that action of imagining that that Sheila sent 00:05:27.144 --> 00:05:30.484 us an email, okay and she's had an issue and it was something that she 00:05:30.484 --> 00:05:33.064 needs done by the end of the week. 00:05:33.114 --> 00:05:35.941 So this needs to be done by Friday, she's emailed the studio 00:05:35.971 --> 00:05:37.831 at studio@hellomethod.co.uk. 00:05:37.851 --> 00:05:43.851 She's emailed our main inbox and without a CRM somebody might 00:05:43.851 --> 00:05:46.120 pick it up today and do the job. 00:05:46.300 --> 00:05:49.671 Okay, then they might email Sheila back personally and say Sheila, 00:05:49.671 --> 00:05:51.278 this has all been done, all sorted. 00:05:52.088 --> 00:05:55.053 She's happy she's emailed back, then in a couple of days time, somebody 00:05:55.053 --> 00:05:56.053 might have been out the office. 00:05:56.073 --> 00:05:59.133 So tomorrow somebody might've come in, they'll see this email and this 00:05:59.133 --> 00:06:00.933 happens a lot with group emails. 00:06:01.293 --> 00:06:03.693 They will see the emails come in from Sheila and they will 00:06:03.693 --> 00:06:06.472 jump on it and think shoot this should have been done yesterday. 00:06:06.472 --> 00:06:10.465 I'm just going to drop Sheila an email and say Sheila I'm so sorry I'll work on 00:06:10.465 --> 00:06:13.521 it today and I will make sure that comes back to you before the end of the week, 00:06:13.645 --> 00:06:16.766 Sheila's then going to respond actually, you know, this is already been taken 00:06:16.766 --> 00:06:19.483 care of one of your colleagues has done it for us, blah, blah, blah, blah, blah. 00:06:19.783 --> 00:06:21.523 All of a sudden it's a bit awkward. 00:06:22.393 --> 00:06:25.183 Now with a CRM it's automatically going to come in, it's automatically going to 00:06:25.183 --> 00:06:28.994 be added to Sheila's record and anybody who picks it up is also going to have 00:06:28.994 --> 00:06:31.994 updated that record just through emailing them back through taking the job. 00:06:32.294 --> 00:06:35.204 Now, obviously you're going to have task management systems, which are going to 00:06:35.254 --> 00:06:37.682 take the actual job away from a CRM. 00:06:37.952 --> 00:06:41.582 But in this instance, whoever came in the next day, would've automatically seen 00:06:41.582 --> 00:06:45.002 that that email has been responded to and taken care of and it's off their list 00:06:45.002 --> 00:06:47.972 that they can automatically go on to the next task that they might have in place. 00:06:48.782 --> 00:06:55.196 So Excel really isn't going to win in anything like that, it's very static. 00:06:55.196 --> 00:06:58.904 It's going to have no updates and it's really not keeping you up to date now 00:06:58.964 --> 00:07:03.114 there's a lot of other CRMs that don't do some of these things that HubSpot do. 00:07:03.706 --> 00:07:06.706 One of the things that everybody says to us initially, as you know, well HubSpot 00:07:06.736 --> 00:07:11.916 is expensive, but it's saving you so much time with everything that it's doing 00:07:11.916 --> 00:07:13.386 and all the tools that it possesses. 00:07:13.686 --> 00:07:17.337 That actually time is, is sometimes more important than that money 00:07:17.367 --> 00:07:20.607 and we've always said that, you know, treat HubSpot as a member of 00:07:20.607 --> 00:07:22.767 staff almost, that's their wages. 00:07:22.857 --> 00:07:26.517 And then what it does is it always delivers. 00:07:26.697 --> 00:07:30.457 Now HubSpot's pricing is also sometimes quite confusing. 00:07:30.489 --> 00:07:32.739 But you can start with the free CRM. 00:07:32.919 --> 00:07:36.355 My mum uses the CRM and doesn't pay for any of the tools and she's quite 00:07:36.355 --> 00:07:38.575 happy with that and that works for her. 00:07:38.575 --> 00:07:41.022 So, also bear that in mind that it can grow with you and 00:07:41.022 --> 00:07:42.126 it can grow with your company. 00:07:42.763 --> 00:07:45.823 Also, obviously going back to this article is there's some other great 00:07:45.823 --> 00:07:49.753 points where you would a point four, for example, and I will drop the 00:07:49.753 --> 00:07:52.193 link to this blog in the show notes so you can obviously go and read it. 00:07:52.275 --> 00:07:57.735 You'd rather manually track leads CRMs have built in automation technology 00:07:57.735 --> 00:08:01.485 that allows you to prioritize leads, which means these systems will allow 00:08:01.485 --> 00:08:05.145 you to figure out which leads to work on first, meaning you can organize 00:08:05.145 --> 00:08:09.501 your schedule logically, plus you'll be able to spend time generating some 00:08:09.501 --> 00:08:14.271 engaging content for particular leads reflected by the data you've collected. 00:08:15.081 --> 00:08:18.021 Does the lead automation system sound too robotic to you? 00:08:18.291 --> 00:08:21.561 If you'd rather just pick and choose randomized leads to engage with, 00:08:21.741 --> 00:08:25.281 depending on how you're feeling that day, then do what works for you. 00:08:25.371 --> 00:08:29.091 Again, this is all about the automation that goes into this. 00:08:29.091 --> 00:08:33.541 So you can have, what's called a HubSpot score or a lead scoring system. 00:08:33.901 --> 00:08:37.432 For example, if they are downloading content from your website, or if 00:08:37.432 --> 00:08:39.922 they've engaged with social media, you can give them points for 00:08:39.922 --> 00:08:41.662 different actions that they've done. 00:08:41.789 --> 00:08:45.319 This will then allow you to completely understand how this 00:08:45.319 --> 00:08:47.209 lead is weighted over another lead. 00:08:47.209 --> 00:08:51.469 So if you've got 10 leads that you need to follow up with, you can automatically 00:08:51.561 --> 00:08:54.951 order that list by, by a weighted score. 00:08:55.131 --> 00:08:57.471 So people have been interacting with the company more, or been 00:08:57.471 --> 00:09:00.985 doing more, more of these points and gaining more of these points. 00:09:00.985 --> 00:09:03.795 You're going to obviously want to phone those people first they're, 00:09:03.795 --> 00:09:07.035 they're much more engaged than somebody who doesn't have so many points. 00:09:07.815 --> 00:09:11.746 We also within a CRM can actually categorize who people are and where 00:09:11.776 --> 00:09:13.726 they are in, what's called a life cycle. 00:09:14.086 --> 00:09:18.044 So in HubSpot's terms and following that terminology, you start off as a 00:09:18.074 --> 00:09:21.884 subscriber, which is probably somebody who is just subscribed to your blog. 00:09:21.944 --> 00:09:26.084 They're not really actively interested in buying from you, but they are 00:09:26.134 --> 00:09:27.874 maybe just subscribe to the blog. 00:09:27.940 --> 00:09:31.600 Next up from a subscriber, you have a lead now, lead is traditionally somebody who 00:09:31.600 --> 00:09:35.350 you've emailed or somebody who's maybe filled in a contact form that is a lead. 00:09:36.190 --> 00:09:40.161 We then go through to a marketing qualified lead or an MQL, an 00:09:40.191 --> 00:09:44.211 MQL is probably somebody who has been to an event maybe, or 00:09:44.211 --> 00:09:46.551 downloaded a PDF from your website. 00:09:46.551 --> 00:09:48.951 That's a typical marketing qualified lead. 00:09:49.461 --> 00:09:54.898 A sales qualified lead or SQL, is somebody who marketing have flagged 00:09:54.958 --> 00:09:59.708 as a really good contact for sales to, to talk to and to pick up with. 00:10:00.286 --> 00:10:01.486 Now this might be that. 00:10:01.846 --> 00:10:06.106 They've engaged a huge amount with marketing, marketing may have touched 00:10:06.106 --> 00:10:10.666 base with them in some way, but they've done a lot of interaction 00:10:10.666 --> 00:10:13.366 with the company backwards and forwards and now's the time for sales 00:10:13.366 --> 00:10:15.736 to step in and talk to this person. 00:10:15.830 --> 00:10:18.500 From an SQL, would it be an opportunity? 00:10:18.500 --> 00:10:23.060 So an opportunity is somebody who sales have spoken to and who has had 00:10:23.090 --> 00:10:27.937 a maybe an invoice raised sorry, maybe a quote raised, you've spoken to them 00:10:28.147 --> 00:10:31.567 and they're interested and you've sent a proposal or a quote back to them. 00:10:31.567 --> 00:10:33.077 That's a typical opportunity. 00:10:33.797 --> 00:10:37.577 Next up is a customer, and I'm doing this all from the top of 00:10:37.577 --> 00:10:40.274 my head so hopefully hitting them all, but next up is a customer. 00:10:40.484 --> 00:10:42.344 Nice and easy, somebody who's bought from you, somebody who 00:10:42.344 --> 00:10:43.524 has paid for your services. 00:10:44.203 --> 00:10:47.323 From my customer is what's HubSpot call and evangelists, not my 00:10:47.323 --> 00:10:51.334 favorite word in the world, but an evangelist is somebody who is kind 00:10:51.334 --> 00:10:52.942 of the gold standard of customer. 00:10:52.942 --> 00:10:56.872 So somebody who has bought from you, but who was also singing 00:10:56.872 --> 00:10:58.552 your praises to other people. 00:10:58.552 --> 00:11:02.602 So it's that perfect customer really who you have, you've sold to, they're 00:11:02.602 --> 00:11:05.572 loving what you're doing, and they're mentioning your services to other 00:11:05.572 --> 00:11:07.568 people and bringing you more business. 00:11:08.084 --> 00:11:11.174 And then you have other which kind of categorizes staff members, 00:11:11.174 --> 00:11:15.456 freelancers, anybody kind of who falls outside that lifecycle stage. 00:11:16.386 --> 00:11:17.436 So why is that important? 00:11:17.796 --> 00:11:21.426 Well, Lifecycle stages can easily categorize your contacts. 00:11:21.456 --> 00:11:26.286 So for example, I might for one day one to bring up all of the opportunities in, 00:11:26.286 --> 00:11:30.666 let's say a list who, so opportunities are people who've sent quotes to, so I want 00:11:30.666 --> 00:11:35.336 to see all of those opportunities who we haven't spoken to in six months, you know, 00:11:35.336 --> 00:11:39.506 why haven't we spoken to the opportunities that we have gone through all of this 00:11:39.536 --> 00:11:43.406 marketing, all of this sales, but we haven't turned them into a customer. 00:11:43.406 --> 00:11:45.626 You know, who are they and why aren't they a customer? 00:11:45.656 --> 00:11:49.256 And we can bring up a list or a report and really dig down into that data. 00:11:49.856 --> 00:11:51.996 The same way we might be launching a new product. 00:11:52.043 --> 00:11:54.323 We don't really want to send it to everybody, so who are 00:11:54.323 --> 00:11:55.313 we going to send that to? 00:11:55.733 --> 00:12:00.233 Well, evangelists they're perfect they love us already, so we can really use 00:12:00.233 --> 00:12:04.673 those as a test ground to send this, this product information to maybe we 00:12:04.673 --> 00:12:06.487 want to send them a feedback form. 00:12:06.547 --> 00:12:09.247 Maybe we want to kind of get their feedback on something 00:12:09.247 --> 00:12:10.117 that we're going to launch. 00:12:10.501 --> 00:12:13.681 They're going to be the perfect people to, to send that information to. 00:12:14.461 --> 00:12:17.881 We could then send it to customers, customers if we're looking to sell 00:12:17.911 --> 00:12:21.721 other services or we've added a new service to our business then that's 00:12:21.721 --> 00:12:23.191 ideal to send that to customers. 00:12:23.191 --> 00:12:26.341 You know, did you know that we are now introducing this or we've 00:12:26.341 --> 00:12:28.891 added a new product,, did you know we've got this new product? 00:12:28.921 --> 00:12:30.271 Do you want to learn more about this product? 00:12:30.271 --> 00:12:34.583 Book in with us it's a really easy way to understand where everybody is in 00:12:34.613 --> 00:12:39.263 that lifecycle stage and to understand how to target people and within HubSpot 00:12:39.293 --> 00:12:43.463 and obviously other CRMs we can create lists or we can segment, and you'll 00:12:43.493 --> 00:12:46.073 hear segmentation a lot around CRMs. 00:12:46.073 --> 00:12:53.193 We can segment our data to understand who these people are and how we can actually 00:12:53.253 --> 00:12:55.533 get to them or send them that information. 00:12:57.033 --> 00:12:59.553 So, why else do you need a CRM? 00:12:59.613 --> 00:13:02.163 Well, you know, there are loads of CRMs out there. 00:13:02.193 --> 00:13:05.373 As I said, we are super biased with HubSpot and that 00:13:05.403 --> 00:13:06.753 all comes down to usability. 00:13:07.433 --> 00:13:12.203 I deal with a lot of CRMs or some of our clients use other CRMs, but apart 00:13:12.203 --> 00:13:15.893 from HubSpot, I obviously don't like those clients as much, that's a lie. 00:13:15.960 --> 00:13:19.154 But obviously HubSpot is just easier to use from our point of view. 00:13:19.154 --> 00:13:23.254 I've always found it really easy and it seems to fit with a good 00:13:23.254 --> 00:13:26.884 90% of the businesses that we deal with, it's software it's 00:13:26.884 --> 00:13:29.824 tools work for that organization. 00:13:30.724 --> 00:13:36.934 So that allows us to really build some nice automation in terms of marketing 00:13:37.014 --> 00:13:42.444 or in terms of the sales around what we want to achieve for that business and 00:13:42.444 --> 00:13:44.584 that's why we're quite wedded to it. 00:13:44.974 --> 00:13:49.562 Because it allows us to look good for our clients you know we're suddenly 00:13:49.562 --> 00:13:53.260 organizing their whole business from marketing leads coming in, right into 00:13:53.320 --> 00:13:57.790 servicing current customers who might have support tickets, you know, all 00:13:57.790 --> 00:14:01.270 of that can be done within HubSpot and it's also one central central place. 00:14:01.600 --> 00:14:05.740 Now HubSpot, when it was originally built, didn't like the idea of having these third 00:14:05.740 --> 00:14:09.800 parties plugging into it thought that it could do everything and it can't. 00:14:10.220 --> 00:14:14.420 So, there were lots of integrations as well that you can integrate in, 00:14:14.420 --> 00:14:16.940 into, into HubSpot or into the CRM. 00:14:17.270 --> 00:14:19.280 Allowing you to grab more information. 00:14:19.280 --> 00:14:24.440 So that's essentially what we want, we want one central place to understand 00:14:24.530 --> 00:14:27.872 everything around our customer everything that's going, right. 00:14:27.902 --> 00:14:30.332 Everything that's going wrong and everything that's happening to 00:14:30.332 --> 00:14:35.241 them we want to know so we can make sure that we are on the ball. 00:14:35.811 --> 00:14:40.475 There were loads of nice things around HubSpot that are built in, but a lot 00:14:40.475 --> 00:14:43.025 of it isn't out of the box necessarily. 00:14:43.025 --> 00:14:48.965 So it's the one kind of negative in terms of a CRM, you know, it takes 00:14:48.965 --> 00:14:53.045 time to get going so I talk a lot about automation, automation is one of my loves. 00:14:53.168 --> 00:14:57.284 Because it is saving me time and it saves our clients a huge amount 00:14:57.284 --> 00:14:59.714 of time and it keeps data clean. 00:15:00.014 --> 00:15:03.464 Now that doesn't happen overnight, you can't just say right, we're 00:15:03.464 --> 00:15:05.084 going to go with HubSpot off we go. 00:15:05.324 --> 00:15:07.244 Why aren't we seeing all of this clean data? 00:15:07.244 --> 00:15:09.794 Why have we still got old contacts in here? 00:15:09.794 --> 00:15:10.994 Why have we got old data in here? 00:15:10.994 --> 00:15:12.734 Well, that's not going to happen overnight. 00:15:12.954 --> 00:15:17.064 We work with you to understand what is happening within your organization and 00:15:17.064 --> 00:15:19.584 understand where the automation comes in. 00:15:19.584 --> 00:15:22.854 Everybody is slightly different, everybody has different processes within their 00:15:22.854 --> 00:15:26.454 business, the sooner we can understand those, the quicker we can build it in. 00:15:26.574 --> 00:15:29.604 But again, it's not something that is going to happen as 00:15:29.604 --> 00:15:31.374 soon as you adopt a newer CRM. 00:15:31.674 --> 00:15:35.424 The CRM, isn't going to fix everything overnight but it's certainly going 00:15:35.424 --> 00:15:39.564 to give you a lot of wins overnight, having all of that data in a transparent 00:15:39.564 --> 00:15:41.394 place that you can deal with it. 00:15:42.384 --> 00:15:46.374 One probably maybe final thing unless I carry on reading through some of 00:15:46.374 --> 00:15:49.242 these blogs that I've got in front of me, but at the moment, one thing that 00:15:49.242 --> 00:15:52.084 I think stands out is GDPR obviously. 00:15:52.534 --> 00:15:59.909 We are holding people's data and if we are using Excel and contacts and you know, 00:15:59.909 --> 00:16:04.859 all of these other places, which are more of a manual place, G drive or whatever it 00:16:04.859 --> 00:16:09.419 might be and we're holding these documents on our contacts, then when somebody 00:16:09.419 --> 00:16:12.389 comes to us and says, actually I want to unsubscribe, then we're probably gonna 00:16:12.389 --> 00:16:15.569 have to go to, I don't know, MailChimp and remove them from the subscription list. 00:16:15.779 --> 00:16:18.239 We're then going to have to make sure that we go to Excel and remove 00:16:18.239 --> 00:16:20.249 them from there, we're going to have to go to a number, different places 00:16:20.279 --> 00:16:21.449 and it's actually a lot of work. 00:16:21.999 --> 00:16:26.529 Whereas with HubSpot, they can not only control their own data so they can 00:16:26.529 --> 00:16:29.709 say, actually I want it to be removed or what do you have on me and we can 00:16:29.709 --> 00:16:32.559 quite quickly give them that because it's all in one place and it's all in 00:16:32.559 --> 00:16:34.209 one central place, central location. 00:16:34.569 --> 00:16:38.340 But they can have control over that as well, so let's take subscriptions. 00:16:38.757 --> 00:16:44.977 We all get marketing through our inbox all day long and what you can do is 00:16:45.007 --> 00:16:46.867 basically manage those subscriptions. 00:16:46.867 --> 00:16:52.660 So traditionally you have a one-to-one subscription, which is me emailing 00:16:52.690 --> 00:16:55.690 Sheila, for example, as earlier, you know, for me to email Sheila, 00:16:55.720 --> 00:16:59.590 I have to have her permission to be able to email her that's one-to-one. 00:17:00.370 --> 00:17:03.610 We then might have a marketing, a general marketing subscription. 00:17:03.820 --> 00:17:07.450 So that is marketing information that's going out from Method to our 00:17:07.450 --> 00:17:09.670 client base or to our contact base. 00:17:10.580 --> 00:17:14.410 You then might have a newsletter so this is very much blog a newsletter 00:17:14.410 --> 00:17:18.380 that is going out at a certain frequency to that person as well. 00:17:18.400 --> 00:17:21.190 So you tend to have those, but you might have service ones as well 00:17:21.190 --> 00:17:22.960 around actually helping that client. 00:17:22.999 --> 00:17:26.509 Do what they need to do, you know, to perform what you need to do. 00:17:26.509 --> 00:17:28.374 They have to have a service subscription as well. 00:17:28.764 --> 00:17:32.754 So there's four examples, but imagine giving the contact 00:17:32.784 --> 00:17:35.472 their own make-up of that. 00:17:35.502 --> 00:17:38.232 So they could all of a sudden, well, I just don't want the newsletter, 00:17:38.232 --> 00:17:40.692 but I'm happy with marketing and obviously I want the one-to-one or 00:17:41.532 --> 00:17:46.152 the service, but they can customize what they receive and when they 00:17:46.152 --> 00:17:48.612 receive it at what it actually is for. 00:17:48.612 --> 00:17:52.632 So all of a sudden you're giving power to them, which again means you don't 00:17:52.632 --> 00:17:56.802 have to constantly make sure that your email lists are up to date or making 00:17:56.802 --> 00:17:59.952 sure that when people email, they're not emailing with that stupid thing, 00:17:59.952 --> 00:18:04.362 which drives me mad, which is you have to email us back with unsubscribed and 00:18:04.392 --> 00:18:06.312 the subject line and things like that. 00:18:06.312 --> 00:18:10.482 That that's so old fashioned and why should I emailed you when 00:18:10.482 --> 00:18:12.102 I don't want you to email me? 00:18:12.312 --> 00:18:15.118 One thing on the back of that is they usually email you back saying, you sure. 00:18:15.718 --> 00:18:19.190 And that drives me insane give them the power to be able to do what 00:18:19.190 --> 00:18:20.210 they want to do with that data. 00:18:20.480 --> 00:18:23.480 I'm not a flip side of that, I dunno going slightly off CRMs here, but 00:18:23.510 --> 00:18:24.695 the whole thing is behind the scenes. 00:18:25.221 --> 00:18:28.251 If they're not interested, don't try and keep them there because that 00:18:28.311 --> 00:18:32.001 is certainly gonna make them more, more likely to be less interested. 00:18:32.331 --> 00:18:37.461 So, so let them control that data and remove what they want and I think, you 00:18:37.461 --> 00:18:40.611 know, things around GDPR are handled really, really well within HubSpot. 00:18:40.641 --> 00:18:44.481 It won't actually let you email somebody unless you've given them a subscription. 00:18:44.481 --> 00:18:47.967 It won't let you send the marketing email out even if they're in the list that 00:18:47.967 --> 00:18:50.787 we'll just stop it and say, no, hang on a minute they don't have a subscription. 00:18:50.787 --> 00:18:53.607 You haven't added it or they haven't, or they've removed it or it hasn't 00:18:53.607 --> 00:18:54.916 been added in the first place. 00:18:55.366 --> 00:19:00.346 So yeah, but again, CRMs are going to free up your time. 00:19:00.616 --> 00:19:02.806 That's that's really what's key. 00:19:03.256 --> 00:19:05.506 Everybody within the business is going to have transparency that 00:19:05.506 --> 00:19:08.056 everybody's going to be able to see and dive in around people. 00:19:08.266 --> 00:19:11.416 You can log calls, you can log emails, you can log meetings. 00:19:11.866 --> 00:19:14.596 All of these things are taken care of within your CRM so you 00:19:14.596 --> 00:19:19.336 can truly understand what is going on with your contact. 00:19:20.056 --> 00:19:23.866 So I think there's so much we can talk about, about CRMs but hopefully that 00:19:23.866 --> 00:19:25.606 kind of gives you a general overview. 00:19:26.296 --> 00:19:32.026 We obviously have a, a HubSpot demo that you can do, which is with me and I can run 00:19:32.026 --> 00:19:35.416 through that with you and kind of just if you're really undecided and say, I'm not 00:19:35.416 --> 00:19:40.020 sure if it's for us or maybe you've been looking at it for a while and just want 00:19:40.020 --> 00:19:42.330 to kind of run through it with somebody who knows what they're talking about. 00:19:42.570 --> 00:19:45.169 Then we have a resource which is a HubSpot demo. 00:19:45.169 --> 00:19:49.129 You book a demo with me, it's actually through HubSpot that you book the time 00:19:49.129 --> 00:19:54.011 with me on my calendar and that will that will send you a meeting link and 00:19:54.011 --> 00:19:56.511 then I can go through some questions with you, see what you're trying to look for? 00:19:56.511 --> 00:20:00.166 And just really just show you the ropes to see if it's something for you. 00:20:00.226 --> 00:20:03.706 As I said, it's not for everybody hubSpot doesn't suit everybody. 00:20:03.736 --> 00:20:07.756 I think everybody should have a CRM, every company needs a CRM, get it off Excel, 00:20:07.756 --> 00:20:11.956 get it into a CRM, but at least this will show you some of the benefits of why 00:20:11.986 --> 00:20:14.466 and then obviously we can talk through some of your issues or some of the 00:20:14.466 --> 00:20:16.416 things that you want to gain out of it. 00:20:16.926 --> 00:20:18.456 So that's, that's one thing. 00:20:19.453 --> 00:20:20.173 So there you have it. 00:20:20.203 --> 00:20:22.803 Look, I'll drop all of the links that we've discussed today, the 00:20:22.803 --> 00:20:25.803 blog into why you don't need a CRM. 00:20:25.863 --> 00:20:30.263 I will drop through the link to a, to book a HubSpot demo with me all at the bottom. 00:20:30.716 --> 00:20:33.476 And that I think will help, help you kind of make your own decisions and 00:20:33.476 --> 00:20:34.616 there's a lot of information in there. 00:20:34.666 --> 00:20:37.666 I think because we've, there's so much within CRMs, we're probably going 00:20:37.666 --> 00:20:41.356 to carry this theme on for a bit, maybe interject it with some of the 00:20:41.356 --> 00:20:42.796 interviews that we've got coming up. 00:20:43.562 --> 00:20:47.972 And maybe give you some, some quick wins around HubSpot, but, if you're 00:20:47.972 --> 00:20:50.522 using HubSpot, let us know what you think, let us know any of the 00:20:50.522 --> 00:20:51.672 problems that you're having with it. 00:20:51.915 --> 00:20:54.915 Or if you're using another CRM, you know, come back to us saying, well, I 00:20:54.915 --> 00:20:58.353 actually love this because and let us know what features you love about it. 00:20:58.887 --> 00:21:00.177 And you know we love tech. 00:21:00.207 --> 00:21:04.347 We love people finding solutions for their company and that's what it's about here. 00:21:04.347 --> 00:21:09.303 You know, we're all about helping you guys grow through our experience, but that 00:21:09.303 --> 00:21:12.573 can only be improved with you guys asking us questions and telling us what you 00:21:12.573 --> 00:21:15.303 think about, about your CRMs or HubSpot. 00:21:15.456 --> 00:21:18.816 If you've enjoyed this podcast, if it's helped, then obviously 00:21:18.816 --> 00:21:21.576 subscribe, make sure you're getting all of those notifications when a new 00:21:21.576 --> 00:21:25.266 episode is available and also leave us a review wherever you listen to 00:21:25.276 --> 00:21:26.866 this pod, look, it really does help. 00:21:27.106 --> 00:21:29.956 We're not one of the biggest podcasts we try and do our best. 00:21:30.676 --> 00:21:33.046 But we're gaining listeners every month, which is great. 00:21:33.346 --> 00:21:36.526 But please do leave us a review because at the moment that really, does help us 00:21:36.526 --> 00:21:39.556 get up through those listings and get to more people, which is what we want to do. 00:21:40.099 --> 00:21:43.666 Also remember to drop us any comments, if you want any questions answered 00:21:43.696 --> 00:21:47.776 about CRMs, or if you want to give us any more information about CRMs, 00:21:47.836 --> 00:21:52.936 then please drop it to us on our email podcast@hellomethod.co.uk. 00:21:53.876 --> 00:21:57.746 That's it for this episode thanks for listening,, and we'll catch you next time.