Our CRM Dashboard is the new central hub to your Jetpack CRM install. This guide walks you through the dashboard.
When you first visit the dashboard you’ll be met with the following information, this guide helps you get setup and understand how to structure your contact data so that you can utilise your CRM to increase your business revenues.
What is a Sales Funnel
A Sales Funnel is the term given to your ‘route’ of contacts (i.e. leads) becoming customers to your business.
In the example above we have defined the following Steps in the funnel.
- Lead you add your contacts as Leads for your business. You can use our built in forms or a gravity form / contact form 7 integration to capture leads.
- Once the lead is in your CRM you now move into managing them towards being a Customer.
Now, you can have your funnel with just those two steps, but if you do it would look like the screenshot below
When deciding which statuses you want to track down your funnel you need to head over to the settings and set the statuses
It’s important that you add these in the order from the top of the funnel. i.e Lead, Contacted, Customer, Upsell
Using the example above, this now expands the funnel to look like the following.
The additional statuses added to the “Funnel” settings all have contacts with that status.
Tracking a Funnel step with no contacts
It’s important to make sure when you define your contacts that you then go through your data and make sure you have contacts at the various steps of the funnel.
Having your funnel statuses the same as your actual customer status array is the best way to have a funnel to track and will tie in with your data.
However this is not required. You may have a couple of statuses like ‘Blacklisted‘ or ‘Refused‘ in which case you leave out of the Funnel settings and your funnel will look a little something like this
Explaining the CRM Sales Funnel
The above funnel is what we use to manage sales here at Jetpack CRM. I’ll explain each step below
- Lead: This is people who have filled in a form and are automatically added to our list
- Contacted: We’ve reached out to them and opened a dialogue
- PreSale: They’ve asked us a Presale question about an extension or bundle
- Customer: They’ve bought from us
- PostSale: They’ve contacted us following a purchase
- Upsell: We’ve either sold them more products, or upgraded them to a higher package
How to manage your Funnel
Every day, we get more leads into the business, historically we weren’t the best at managing the status of our contacts. With the new funnel visualisation we are able to track our contacts through the funnel. Here’s the daily process that we operate
- We login and check out CRM Dashboard
- We see we have had a number of new leads who we need to contact
- We go about reaching out to them, and make a note to the edit record and change their status to ‘Contacted’
- If we have any Pre-Sale questions into our support desk, we check our CRM for the contact, if it exists we make a note, and change the status to ‘PreSale’ if they don’t exist we add a new contact using their email
- Our Stripe Sync will automatically mark customers as ‘Customers’ in the CRM (changing the status to Customer)
- If we have any customers contact the help desk, we then change the status to PostSale
- We also tag the customer at the same time with their package (for easier filtering)
What does this process do to the Funnel
It slowly pushes people “down the funnel” towards being customers of ours. The first step is to have them as happy users of the CRM and then get them familiar with using it to eventually being happy customers, and customers who continue to support our development.
Funnel “Back Filling”
When you load up your Funnel you might be a little unsure of the data in it. It’s showing 87 contacted in my example below.
However, I only have 1 contact who I’ve Contacted (since starting the funnel initiative). I’ve also only had 3 contacts who have asked Pre Sale since implementing the above steps.
Yet the data is showing 87, and 86 at the “Contacted” and “PreSale” level. This is because of Backfilling.
We have 83 customers, so for them to have reached the “Customer” status it’s assumed they’ve been through each of the defined steps above
How do you go about managing your Sales Funnel
This is hopefully now straightforward. Taking leads through the process (i.e. reaching out to them) and then see how they are would push more of the contacts into that part of the funnel.
i.e. your ‘Leads’ would be moving down the Sales Funnel, into being contacted. Following this they may ask PreSale questions before becoming customers and you can see the effectiveness of your sales over time as you learn from user feedback.
The revenue chart shows you the sum of your transactions over the past 5 months.
It’s a way of checking in on your sales progress over time. Is what you’re doing working, how are sales recently.
There’s no meaning to the colors of the bars they are just themed to fit the dashboard.
Latest Contacts & Activity
The latest customers shows you the 10 most recent contacts and their statuses. This is good to check in on the latest opportunities to your business.
There’s also a section showing the latest CRM wide activity which you can check in on to see if things are happening as you expect.