Tips On How To Find (And Use) The Best CRM System For …



Tips On How To Find (And Use) The Best CRM System For Your Business with Peter ListonPeter Liston0:00:00 - 0:00:23You know, if you don't have a CRM now, it's equivalent to ploughing a paddock or field with a horse. Okay, so it might be OK if you've got half an acre or if you got a little block. But if you want to scale, if you want to get big, unless you have the right tools, the right equipment, the right technology, it's going to be very challenging. And that horse is going too tired.Trudy Rankin 0:00:32 - 0:01:10You've just started a business, and you really want it to grow. Or if you've got a lot of real world business experience and you really just need to get your business online. This is the podcast for you. In this podcast, we talk about all the things that affect business growth, things like mindset and technology and marketing and sales. All of the things that really matter. They're going to help you grow the business, the place you wanted to. We bring in experts so you can gain the benefit of their wisdom, and I share my experiences and the experiences that my team have had so that you could learn from us and used that information.Peter Liston0:01:14 - 0:01:10Hello,Trudy Rankin 0:01:18 - 0:02:55Everyone, and welcome to the online business. Launchpad Podcast Again, I'm pretty Reagan and I'm your host, and today I'm delighted to have Peter listen with me again. He catch you missed the previous episode. Peters, the founder of Trust the Process and he's appeared on the online business Launchpad Podcast before on Episode 46 which was all about howto work smarter and not harder city business Khun grow So he had so much useful information to share that have asked him back. And today we're going to be talking about customer relation management systems or CIA. Ramses. They're commonly known now with our when my business with on my business lift off when we were running are really big online business lift off programme. We very quickly discovered that we had spread sheeps up the wazoo. Really, that had all different kinds of information in it, in them, relating to the people that we were working with, and it became obvious very, very quickly that what we were doing was not sustainable. It was really difficult for our people to find the information they needed about particular participants going through the programme, and they ended up wasting more time trying to find the information than they did being able to use that information to help the person that they're wanting to help. So we we knew that we needed to do something about that. And so we've been interested in investigating customer relationship management systems or CRMs, and we think we now have a solution. But I'm not tired. What that is just at the moment. But definitely Peter is somebody who can really, really talk to us about CRM. Mes first of all, welcome and really great to have you back here on the podcast.Peter Liston0:02:56 - 0:03:02Thanks pretty good. Everybody are beautiful day in Sydney town in Australia here, so really happy to be challenged. Everybody,Trudy Rankin 0:03:02 - 0:03:15it's not beautiful here in Melbourne. It's raining. So yeah, Peter, if you could just maybe talk to our listeners a little bit and explain some of the benefits of having a well-functioning CRM system.Peter Liston0:03:15 - 0:04:21Look, a CRM is one of those interesting production. Everybody's heard the term most likely you know, which one do we use? What's the best? You know, it's the sort of thing that you could hit Google and say, What's the best CRM? And just like asking a lawyer for advice you're going to get 100 different answers if you talked 100 different people. But what a CRM can do for you, as you really embraced digital transformation in the business is you can get a lot of very, very simple synergies. And there's a couple of key words that I'll keep coming back to consistency, visibility or clarity and then control about what the platform Khun give you. You know, if you don't have a CRM now, it's equivalent to ploughing a paddock or field with a horse. Okay, so it might be OK if you've got half an acre or if you got a little block. But if you want to scale, if you want to get big, unless you have the right tools, the right equipment, the right technology, it's going to be very challenging. And that horse is going too tired.Trudy Rankin 0:04:22 - 0:04:31The mind boggles at the thought of actually ploughing a field with the horse I have. I've actually seen you see these exhibition things, and it's it is the hard way of doing things.Peter Liston0:04:31 - 0:05:07It is the hard way, and this is the thing like, you know, tech is, you know, a lot of people could be a little bit intimidated. But for me, tech is generally about familiarity, like everything could be awkward the first time he did it. If you went to a dance class for the first time, you need to know you're doing You're probably like, Oh, I don't know if I want to do it but actually just getting involved and, you know, like like anything just becoming familiar and understanding the basics. It's really cannot. It can change your business, and it can really change your life in terms of how efficiently and how effectively we can run that business.Trudy Rankin 0:05:07 - 0:05:34So one of the things that that, in terms of benefits of having a CRM system is obviously you have one place to keep that information and one place to go to find that information not like us, where we were having to look at probably about 6 to 8 different spreadsheets. Are there any other really well known benefits that you would like to explain to our listeners about having a CRM system?Peter Liston0:05:35 - 0:07:23Yeah, look, I build CRMs for people like, you know, we build them on a weekly basis, and it's the key problems that people resolve out of a CRM is number one leakage. You know, there's three key areas that businesses leak in. Number one is after we contact somebody after a client potential client contacts us. If we don't get them to that first meeting, we don't make that sale. They just disappear in their league because way don't keep track of them. The second spot that when lick is after we give someone a proposal or a solution, we don't follow them up. They leak out there again. And the third big point of leakage is with our existing customers is when we don't service them or pay them attention. And then somebody swoops him out from underneath our feet. So a CRM number one stops leakage. Okay, You should have definitive buckets or stages of the customer journey for everyone of your clients from way back when they're unaware of you. And, oh, there they have an inkling of awareness of you all the way through your sales process. Where are they on the sales process? Through your operational delivery. Now, after they've said yes, and you start putting your product out there through to the point where you start servicing to maintaining them and just having made clear defined stages in a customer journey. We have visibility on what's going on. So leakages Number one visibility is number two is I'm working with a client. No, just this week, a convincer and two days before settlement. It's always crazy in a mad House because she doesn't know what's going on in her business, about what settlement to do and what work's been done on work. What work hasn't been done, So it's always this sense of chaos.Peter Liston0:07:24 - 0:08:00Where's that CRM should remove that, and it should give you visibility within three clicks or five seconds. Have everything that's going on in the business effectively. If I can sum it up, let's remove thiss phrase out of your business. What's going on with that client? Where are we up to with this quote? Who's looking after this? So all of those questions should be eliminated by the CRM because you and your team should have visibility of what's going on. As you said in the one place what everybody has access to so we can drive this customer journey and bring people through the process.Trudy Rankin 0:08:01 - 0:08:44Yeah, for sure that because that was that was the killer for us. And that was the Having things in one place is definitely the answer. Definitely the answer to the time that ends up being. Reese did so. So having having said that, you know, in fact, that we needed a C R M. Obviously, my business has been running for a while, and when you when you first start out, you you can make do with paper and pen and or post it notes or spreadsheet in terms of keeping track of that information, How do you know, or what size do you need to get to or what factors do you have to notice before you realise that it's actually time to start investing in a CRM?Peter Liston0:08:45 - 0:10:29You're really, really good question, and I think the first toe answer that question. The first thing that we need to do is we look at the CRM as a tool. Okay, it's not necessarily the system. It's something that helps express that system. So it's a tall or a part of your system 100% right. If you're just kicking off an Excel spreadsheet with the right columns and the right information, will do the job, However, you're not going to have automation the next level up from from an Eric. So you might be out of function very effectively on something like Trillo because that can ban style. And cello has some great functionality for a freebie out of Atlas Ian eso. You could build that customer journey, and you could have checklists and things inside that on cello. But sooner or later, we're going to need to create a bit more efficiency and visibility about what's going on. Ah, lot of the big platforms have different tears off product eso, for example, Hub sport and others. You can get in there and you can get a free sample at the bottom, and but sooner or later you're going to outgrow that capability. It's like having a mini minor. When you start off and then you have another Bob, you've got to get some back seats in the back. Okay, so it's just not going to do for where you are on that journey. But I often relate CRMs to cars because there's so many different options out there. You know, you could have a little car, a big car, inexpensive car But what's right for you at this time? Your journey is really about. You want to be probably cost effective. You don't want to be paying. I pay a couple of $1000 a month for our CRM. You probably. If you're in your first year of two. Business shouldn't be spending more than $100 a month unless you've got huge marketing context.Peter Liston0:10:29 - 0:12:23But you could get some really big functionality for under 100 bucks. And even these free like trailer, these other kind of platforms. You can get away with it for a while, but coming back to my points off leakage on DH visibility If you start not having if you start this too many friction. Too many bottlenecks on DH, the big on too much weight time for your clients. It's probably time to have a look at different platforms. Now I've made for four shifts in our in our journey. We went from one court, unsightly first in our first business. Then we use something called copper, which was a great tour, but it just wasn't working for us with marketing automation. Then we moved to active campaign, which is brilliant product for that for what it's designed for, which is really powerful messaging and marketing automation. And now we've moved to Hub Spot in one of the higher tears. And that's just because as far as our business grows, we need more visibility. We need to centralise. I mean, he's so pack Maurin toe one platform. So if I can just sort of on that bit about centralising when you're just kicking off your first couple of years, you khun, go off the shelf and you could say I could use a little bit of trouble here. I can use a little bit of male chimp. I've got zero, you know, and you can probably could use Monday or asana, which is project management tools so I can make do with having three or four different, very, very cost effective, if not free platforms to get it done. But then you find between any two platform point there's friction and his opportunity to full leakage when we have to cross from Trillo into into male champion is the right messages automating from male chimp across to here and and cannot connect with zero. So when you start losing traction or it's all getting a bit tough toe workout.Peter Liston0:12:23 - 0:12:30The friction points when you're moving in between platforms, that's probably time to sort of have a reevaluation on where you are.Trudy Rankin 0:12:32 - 0:12:40Yeah, S s so basically, when you start to run up against barriers of things that are slowing you down or causing your customers to have a worse experiencePeter Liston0:12:40 - 0:13:16These, too to look for is bottlenecks. And in our in our previous podcast, we talked about tempo and how to generate tempo in a business. Bottlenecks is removing bottom. Next is about how we deliver speed of decision making on DH. The second one is wait time. If your customers are waiting, If your team is waiting, then that's speed of task transition. You know, how do we generate tempo? So that's thie. That's the other critical. That's just straight waist that bottlenecks and wait. Time is waste. So when you start feeling that's happening in the business or you're losing track time for reassessment,Trudy Rankin 0:13:17 - 0:13:30Yeah, absolutely, for sure. Now you mentioned that you've been sort of through a progression of different types of CRMs. Can you just talk a little bit more about what got you to move from what you had before active campaign and then into active?Peter Liston0:13:30 - 0:15:00campaigns. Yes, we had a cracker piece of software called Copper, and basically we were. At the time it was. It was a relatively new business was a few years ago, and we was like training off one over the other. What what I need out of my CRMs. And it's just the way that my mind works is a need to be the ability to drive this can ban style or markets off stages of a customer journey for my visibility over what's going on the business. What let us tow active campaign in that particular instance was it replaced the requirement for a male chimp type platform where we could build all of our marketing automation on one side of the platform and our customer journey on the other. So when we're automating messaging, there's really two ways we can do it. We can do our sort of spray and Pray newsletter where we're blasting out our newsletter, tow our list, so that's the sort of standard mouth kind of thing. But then we also have the customer journey, which is all of the stages of understanding that would go through with each other. So a platform that has both the ability for marketing automation to send the broadcast messages versus the C. R M stage ability, tohave visibility on the client journey and create automated tasks was why we went for active campaign at that time.Trudy Rankin 0:15:01 - 0:15:34Yeah, yeah, thank you for it. For explaining that, because that's basically why we moved from a Weber toe active campaign way just needed that extra bit of grunts that was going to help us with automating a lot of things. That doesn't mean that you can't do some of that in a Weber, but just active campaign has discarded extra extra functionality. That just makes it more appropriate press of the moment. And I can envision that at some stage in the future, we'll end up looking for something else. Once you've kind of grown outgrown what active campaign can do. Or maybe it might road keep up with us. Who knows? You just never knowPeter Liston0:15:34 - 0:16:33the other Hey point. Now we went toe active campaign for people who might be looking at their expenses is that you could have up to 25 users I think was 25 or 20 users on one account, whereas a lot of the other platforms charged by the user eso for us, I think. Top my head. It was around $100 a month, but we could have lots of users in the platform versus paying $40 a month and then a Sooners. I've sort of broken that three years, a threshold, then it's costing me more. However, my active campaign, they catch you on the amount off marketing contacts that you need. So if you want oh, communicate with tens of thousands of people, that's where it's sort excuse. But in a small business where you might have 6000 marketing contacts with Mohr than sort of 345 people, it's probably a really good choice veto to put on your list.Trudy Rankin 0:16:33 - 0:17:01Yeah, you know, that's That's a really good point. Is that obviously when businesses are kind of the States where there have been set up and they got some stable work happening, but they're ready to grow, is thinking about the costs. And actually, that's one of the things. I don't know if I've ever mentioned it on this podcast that we've created a diagnostic tool that people can use that if they answer a few questions, it tells them which in email service providerPeter Liston0:17:01 - 0:17:02to chooseTrudy Rankin 0:17:02 - 0:17:34And it's kind of it's a bit part to just describe you know, the difference between an email service provider to C. R M. When things like active campaign Khun do both of those things really well, Hub spot could do both of those things really well on DH. Whoever could do some of it it Malcolm Khun, do some of it. So you know, people people get lost in all of the different pieces of functionality that they need. So this tool actually helps people to show up. Tio decide which one to pick. So I'll put that a link to that in the show notes, eh? So people can see thatPeter Liston0:17:34 - 0:19:12you just want to pick up one point you mentioned. There is functionality, you know, like not using all of the features of your C A. R m is like having a Ferrari, but only using in third gr You know, like you probably you know, you've gotta have the left-hand side or your ribbon bar at the top with all of these different sort of functions that you can click on if you've got a CRM. At the moment, there's going to be no end of online courses or YouTube videos for you to go and investigate what that functionality is. But suck the marrow out of the platform that you're paying for, because it's all I know. There's some very clever people built in that that that have built and designed these platforms. And I guess that was the big driver for us moving across the hub spot and way love hub spot now because it's the right product for our journey. But look, yes, it does the 1000 Sorry, the lead generation awareness part, Then then we've got a very defined sales process. But now it's also the service capability as well that we can maintain our current clients. Also, the ability to be able to run all about digital marketing advertising campaigns, Facebook, social media, no, Google. It's got a lot different capability in terms of templates and different styles of automation. Sze however, we're actually when we went, went to Hub Sport has actually the platform itself has actually changed the way we do business. It's that powerful but It has to be right at the right time of the journey for you, like you can get the free version of Hub Spite, which might be OK for now, but something this might be a little bit better, but then it's different tears.Peter Liston0:19:12 - 0:19:43So I think for most people out there between either active campaigner, hub spot for a paid platform or sticking with trailer for a free platform, it's like in Australia holding a forward. You're going to get there. It's just which stole you like and but I really sort of request get into the functionality of your platform and embrace it because it number when you're paying for it. But number two, like some very clever people, have put these things together to make business easier for you.Trudy Rankin 0:19:43 - 0:20:08Yeah, absolutely, for sure. And like you said, it's so easy just to pick a piece of function, our pick of some software, and then never really get the value out of it that you can, mostly because people feel like they don't have the time to get in there and learn. But if you get in there and learn and take the time to just go in there and play with what's there. Look at the functionality. Watch a few videos you're going to find that is going to save you a lot of time later on.Peter Liston0:20:09 - 0:20:30Yeah, actually, I've got a new car recently, I won't say what type, but I had to go to the dealer because I don't know what all the buttons do. I bought it second hand, and I just like I literally done. A lot of this stuff in his car. Does is so I actually had to go in the dealers like, Oh, that's cool. You know, like, Oh, there's the seat warmer. That's nice. So all of these little things that actually add to the experience of the platform can be really powerful.Trudy Rankin 0:20:31 - 0:21:05Yeah, I have to smile when you say that because and went whenever. Whenever my husband and I have picked up another car and we invariably by my used or secondhand, because we're just that's just the sort of people we just don't enjoy paying full price, driving out of the lot and then having you know the value drop away, we like to buy something that's still good value. But bin pre loved yes and it's invariably interesting toe watch. The difference between how my husband learns about the car and how I learned about the car. And he reads the manual from front back. I like to play with the buttons.Peter Liston0:21:05 - 0:21:07It'sTrudy Rankin 0:21:07 - 0:21:21just different. And I guess it's the same for the technology for, you know, for the CRM system that do not picking whichever works for you. You know, either read the manuals, watch the videos, whatever or go in and play with what's there or bunks?Peter Liston0:21:21 - 0:23:01Absolutely, really not going to find. So any of these platforms that you choose, like I mentioned, mentioned hubs for an active campaign before, but the one you're looking at, a key choice of whether you should purchase it should be that that the level of support that they give you back, you know, you could probably get get onto some of these other even the free ones that are out there. Just make sure that they've got good customer support libraries of them of basically through YouTube or what? What are they going to give you? Do they have, um, like a support line? Because one of the key problems with the CRM is like I jump onto this free subscription or I pay my 50 bucks a month of whatever is. And now I've got access. Or so what? You know, like, how do we use this thing? So now I've got all I don't even know how to navigate. So there's There's a distinct phase that we come from actually subscribing and having access to, you know, some kind of cloud based, no content like platform. But then how do we even get this thing toe work for me? So that's when you can, either. You know, there's there's different ways to do it. You can either go through the platform provider so some of them will have in house builders for you. You know, you can either potentially get a virtual assistant or somebody that it's got experience in how to do this. There's consultants out there or otherwise. You know, like you happy does just get in and read and understand how to do it. But it's all that trade off between. Do I need it done for me so I can just crack on or do I have the time to really learn and work it out? And that's just a choice that we make every day in business about a lot of things.Trudy Rankin 0:23:01 - 0:24:02Yeah, I do want to add one thing to that. Is that yes, definitely. Go and look to see what kind of help library there's There is how many questions have the answer for other people. How easy is that defined that information? But you also want to just make sure that their live support is very responsive. I can I can give examples where I've jumped onto the chat and said, Hey, I need some help or send an e mail and you never hear back or you'll put in the chat and you sit there and wait for two hours for somebody to respond. But nobody's got time for that, so make sure that they're that they're very responsive using the chat, or even if they have a phone system that where you can actually bring up. That's a really, really important part that I think a lot of people don't think about when they're getting started, especially when they're choosing something as important as the C. R M system. So make sure that they do that. One of the things do you think people need to consider when they're ready to choose a CRM. Okay, so I talked about Price. We talked about support. What other things?Peter Liston0:24:02 - 0:25:53So number one is effectiveness. It's got to be functional to your business. So there's there's plenty. Everybody's business is different. You know? We're gonna have some people here that have got e commerce businesses. We've got other people that maybe have longer sales processes, I guess. Teo, answer that question. Your sales process and the complexity of your sales process will largely determine the kind of platform that you use if you're e commerce and people come to you pretty well, pre warmed or through advertising, they'd get to your site. And it's really there on the site. Yes, no. Will they buy? You know, we've got in a shopping cart, retargeting and all this other stuff, but we don't have to go through a journey with each other toe work out whether no proposals, quote solutions, needs analysis, that kind of stuff. So look for a platform that's recommended to your style of business. So you've got things. You know that Claudio etcetera that back at the back end of Shopify, the back end of your website can also be used. Just is a CRM again. The CRM is a tool it's not. The system, so relative to your business will pick up the right tool. Platforms like Hub Spot are going to be very broadly applicable to most businesses, including e commerce and those with long sales processes. But what is a little bit more challenging to do with the can band style copper unsightly hub spot, active campaign kind of platforms is when things are accustomed customised in the journey. So if I have to build something different for every single client and there's no consistency, I don't just sell one pen to everybody.Peter Liston0:25:53 - 0:27:32I have to sell a different colour pen in a different size pan and like it's when we have the difference in our customised or are offered to the client that you may need to step outside of your CRM and run it through a project management platform if you're a builder or something like that, rather than just trying to keep it jammed into one, so we want tohave us few platforms, so we want to have a CZ many platforms as we need, but as few as possible. But the key decider will be Where is Thie? Where is this platform going to be fully functional, functional for you, for what it does for me. And do I need to step outside? Service mate, for example, is specifically designed for trades because it is quite complex and different for every job. An electrician's putting a power point in this household like now the house and you realise a whole other house. So it's all different part of the quoting process. So that's what you know, Googling those key phrases, you know, like what's good for your industry because they're not all the same now if you've got high inventory demands, if you've got big warehousing with thousands of different line items, you're going to need something that's got a big focus on your inventory in stock management versus whether your economist drop shipper. You're not even going to need any of that because you don't hold any stock. So it's really a little bit horses for courses and just takes a little bit of research. But people like my people like us to trust the process and others. There's others out there that can help you make that decision. That's right for you.Trudy Rankin 0:27:33 - 0:27:46Yeah. I don't want to just come back to something you mentioned a couple of times. And not everybody is going to be familiar with the term it is related. Teo process thing, But you're talking about can ban you. Just explain what you mean by canPeter Liston0:27:46 - 0:29:34Ban. Yes, A can man is meant in the game solitaire. You know where you've got, you know, the old seven piles of cards. Okay, But when I look at Cambon and I think of customer journey can ban style is Aiken say Well, the first pile of cards. People are unaware of me. They don't know who I am. The second pile. These people are aware of me, but they're not really ready to bite off Mia. The third pile could be people that are interested in me. So they know who I am and asked him for for more info. The fourth pile could be people that are in my face to face meeting the fifth pile of people who have received my proposal and the six pile are people that have have to follow up. So just having these different imagine piles, we can categorise our clients relative toe where they are on the journey with us, and we could put all of those clients into that one bucket. Now the key thing about when you're developing can ban style customer journeys. Three R C a. R m Is that Khun B? No gaps between your buckets and where we stop leakage. So in all of these stages or buckets, there must be clear logic or a trigger point of why you're in that bucket and and it's super, super basic. If you're in the face to face meeting or Discovery bucket, you are only there. If you book a meeting you in with me. Otherwise you're in some other bucket down the path. If you're in the unaware bucket, then Aiken people assume that you don't even know who I exist, but I want to communicate with you. And if I ring you up and share what I do and you say, Look, I'd like tio receive that piece of email from you or that content. Then I know that you're aware off me.Peter Liston0:29:34 - 0:31:07So by defining thes case stages or steps in the customer journey, it's a really powerful management tool because what we condo's If we've got too much work in our in our service delivery, we can say, OK, let's slow down focusing on some of the lower and Lee generation sales buckets. Conversely, if we need more work than we can say, Geez, we need more people in our sales process Let's go back and focus on business development work and communicate with the people that we know they're aware of us and just share with them messages that maybe they might be interested in it. So the kind of people that did is really, really well of real estate agents. If you've got an investment property, you probably had a phone call from a real estate agent that's offering you a free appraisal on your property or something in the area. They are making you aware of them. And if you say sweet OK, I'll take your free appraisal. Then you have moved along on that path into their different bucket because they know that you are aware of thumb now doesn't mean you're going to buy off them yet, but at least they've made a massive, significant movement to create awareness and negative. They're going to keep communicating with you. And of course, they're going to follow you up after they give you that appraisal report going. Hey, what do you think you like? Maybe maybe I could move across to you from a property management. So this is how we when we build this stage, is in a customer journey. We can clearly see the health, our business. We can see the depth of our funnel again within three clicks and five seconds.Trudy Rankin 0:31:09 - 0:31:34Yeah, and that is that is so powerful. It really is very powerful. And I'm just going to repeat it again. It's the It's the kind of powerful that is going to save you. Time, as you said, stops the leakages, and it gives your customer a bitter experience. It's just really, really powerful. You go ahead. I got what? Peter, I'm going. I'm just keeping an eye on the time because you did say that you needed to goPeter Liston0:31:34 - 0:31:36and people want it into school,Trudy Rankin 0:31:36 - 0:31:51pick up around school, pick up run. So I want to honour that. But I do have one more question for you before you finish. That is, is that based on what we've talked about today, Is there anything else that you wanted to touch on that we haven't already covered? That you think our listeners should know about?Peter Liston0:31:52 - 0:33:39Yeah, absolutely. And I think this thiss next point is probably the most powerful thing a CRM can do for you is it can allow you to go home at night, lift your head up, remove all of the day's information out and release it into the platform and forget about it on DH. This is probably my. My biggest guidance to any business owner is that when you get home, be present with your family or if you get home, you don't have to worry about off. My gosh, Did I do this or did I do that or what's happening with this client? I forgot to do that. Quote all of that micro detail which is cluttering and filling your mind up and stopping you from being creative and stopping. You focus something your family, your kids and your friends and yourself. The CRM now should be the vessel that you release everything into. And then you can forget about it. That client that you speak to and you're like he's like, I really want to work with you, but I'm going overseas for three months. Nothing covered, but I'm going over. I'm going on holidays for three months and I'll be back. Talk to me later. You just pop them in the CRM. You set a new task and you forget about it. So that's my biggest thing is like being ableto just release everything into the platform. I'll go a little bit deeper. It's not about. It's not only about keeping accountability and our team, because once we release everything into the C. R M, yes, everybody becomes accountable. We can see how many calls you make. We can see what you do. We can manage your workload by the amount of people in whatever buckets you're responsible for, but not only about accountability. It's also about redundancy, for the business is when we released this into the platform. If your if your team is sick, then leave them alone at home. Don't bother them.Peter Liston0:33:39 - 0:35:07Their information, if used correctly, should be released into the platform. And if you set it up right, anybody in your team should be out of pick that file up, see exactly what's been done and what's to do next. So it had the rial powerful level of redundancy into any business. Last one. At least three things that you can automate with a CRM Number one is things that get completed. So if I do trigger a like I move it from Mom back into the other right ticket, tick something in the CRM that Khun, do something like pre populate your zero, your accounting software. So it's one task. You don't have to do any more. The platforms doing it for you. The second one it can give you is is delegation weaken, Automate our delegation. So when we get to a different stage of the journey instead of your team, members haven't to be waiting to be told what to do. The Platte Vulcan Khun, say right, truly your turn. We're up to here a b c d over to you now. And as a business owner, we have now visibility down on what's being done and what is coming up next. Throughout automated delegations and last one, at least, we've all got them. Some people do them. Amazingly, most people do them terribly. Is automated messaging is that when you get to the right part of the journey that you can get a specific message relative to that toe where that is. But as you can see to it, I could talk about CRMs or they I love it. I love itTrudy Rankin 0:35:07 - 0:35:21because they do amazing. They do amazing things for a business, and you cannot overestimate the value of what you just just it. And that is, is that if someone sick, including the business owner,Peter Liston0:35:21 - 0:35:22youTrudy Rankin 0:35:22 - 0:35:53don't have to stress about it. Because all of that stuff, all the information that wasn't somebody's hand is now in the system, and people can go into the system and look to see what's supposed to be happening next and instead of the the owner is on their death manor There. Six. Bid. Having to struggle out of bed and try and tell somebody something that they haven't written down anywhere or whatever. It's really powerful, you know, and I know a lot of small business owners who have gotten sick, and it's really hurt their business, and it doesn't need to be that way.Peter Liston0:35:53 - 0:36:43Yeah, absolutely. Into building an asset to sell one day, if you like, is really I don't want my business to be about me. And if you're creating an online business, it's it's We want to create a system that runs the business and your system generates the money. And you're the way it's getting everything out of here away from the Peten Trudy way of doing things into the business way of doing things on. Once we start releasing that out, it's actually it can be quite liberating because it gets us out of the weeds of the small value things and creates capacity and freedom for us to focus on vision and mission and strategy and team leadership and creation on DH less no, at least, is focusing yourself in your health and your family and life.Trudy Rankin 0:36:43 - 0:36:43Yeah,Peter Liston0:36:45 - 0:36:54it's a really powerful tool. I'm happy to talk to any of your members in any time if they want to have a young confined me through your channels. Yeah, it'sTrudy Rankin 0:36:55 - 0:36:59also share also share your your website addresses. Well,Peter Liston0:36:59 - 0:37:24fantastic. So just we practise what we preach. And that's why the businesses called Trust the process dot com that a U. But really, it's about trusting your process about setting your path and just taking the steps to get there Because now just like somebody doing exercise. If you turn up every day and you do the work and you trust the process to get where you want to obey, you can't. You can't not get there. You will get there.Trudy Rankin 0:37:25 - 0:37:33Yes, absolutely. Thank you so much for sharing today, Peter. I really appreciate that. And I know people will find this quite useful. And so thanks for being onPeter Liston0:37:33 - 0:37:36its A pleasure. Take everybody, Havel. Every day.Trudy Rankin 0:37:37 - 0:38:36Well, there you have it. Hope you enjoyed that as much as I did. I always find it. You really useful and interesting talking about funnels and automation were working on our own automation tze and working to free up our own time by putting in things that are going to help us be able Teo, as Peter says, Just release everything into the c r. M. So I hope you take what you've learned and apply it in your own business. And if you'd like to hear more types of interviews like this place, hit the subscribe button and be sure to leave a review that helps other people know that there is value in these in these podcast episodes and it's also were really happy when people leave a review. We really appreciate it. So take care and we'll see you next time. Thanks for listening to the online business Launchpad podcast. If you'd like to keep on getting tips and techniques that will help you grow your business as well as being able to listen to interviews of people who are in a bit further ahead of you on the journey, make sure you go to all my business. Lift off dot com and subscribe. And also rememberPeter Liston0:38:36 - 0:38:38to subscribe to the podcast, ................
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