A Conversation You’ll Never Forget
Using CRM to Increase to Increase Corporate Knowledge
I always want to remember everything you tell me. Understanding who you are, what makes you tick, and what brings you joy not only adds deeper meaning to our relationship but allows me to better serve you. It helps me be more caring and thoughtful.
I find many of you really like to know me, and my team and yours, as well as your clients as more than a person on the phone or a piece of paper you are processing. When we do this well, it can be really satisfying and helps us grow together.
When I speak with you on your birthday and say nothing of it or if I forget that you were worried about your mom being isolated during the COVID-19 crisis, I feel badly. If I forgot to do what I promised you I would do and don’t even mention it during our conversation, that crushes me. I’ve got a lot of traffic in my brain and sometimes I miss important things, but that does not build the relationship the way I hope to do.
There is a whole other level of remembering our conversation that goes to updating the Jambalaya Group team members that are working with you and what things from our conversation should be appropriately relayed to them.
I’ve had people comment that someone on my team should have known something about a practice that I just missed telling them. It goes similarly for you and your clients. If a client shares something (not confidential) with you like “I hate getting email, I’d rather you call me”, they will presume everyone else on your team knows that information and remembers it.
Though our brains can hold a lot of facts, I am not aware of any mind readers among our group. It’s hard enough for me to recall everything I wish I could and it’s impossible for my team to know if I don’t give them the info.
There is hope that we can improve our recall and communication simply, quietly, and without taxing our brains further. It is CRM. The simplicity of how we will have the information we need to recall, respond, and relay information will be SO much better in the very near future. I am really excited about it.
We are looking for as-you-go processes that take little to no time at all during or directly following prospect and client interactions. In order to get to this ease of use, a few things have to happen.
Many of you have already put a lot of thought into designing your systems. I’ve heard several practices say they are presently side-tracked from establishing the reporting designs and conventions needed to get the most out of CRM.
We believe that we can leverage your time and help you build the systems you would like to build; please let us know what you would like to see.
Here are a few of the things our team is working on:
Reports that will pull all opportunities together by client, date range, servicing advisor, or in total with estimated InFlows and production.
Dashboards that will help us identify our effectiveness in driving practice revenue.
Campaigns that will group prospects and clients together with common situations and/or interests and connect them to the activities going on that fit and allow for us to continue to bring meaningful touches.
Building out fields so you can capture important information that the entire team can pick up in a really quick manner when communicating with the client.
Creating conventions for uniformity, while leaving room for flexibility and personalization.
When we look back at this time and the conversations we have been having with our clients, we will want to remember. We can build on this experience, recognize the fears and hopes our client expressed and build that knowledge into the value our team can bring to each client.
If you have CRM processes you want to share, develop, or weigh in on, contact Jasen Braun.
About the Author
Bernie DeLaRosa, CFP®, ChFC®, CRPC®, CLU®, APMA®, CASL®, BFA™
Managing Business Consultant
- Mergers/Acquisitions/Practice Sales
- Legal Agreement Definition
- Advisor Leadership Skills
- Initial Practice Assessment