Our CRM Dashboard is the new central hub to your Jetpack CRM install. This guide walks you through the dashboard.
Getting Started
When you first visit the dashboard you’ll be met with the following information. This guide helps you get set up 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
In general, a Sales Funnel is the term given to your ‘route’ of contacts – the status they start as (generally ‘Lead’) and your ideal end point. In our example, contacts will start as Leads and we want to convert them to Customers.
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, our Gravity Form or Contact Form 7 integrations to capture leads.
- Once the Lead has been captured in the CRM, we next want to convert them into a Customer.
Now, you can have your funnel with just those two steps, but if you do it would look like the screenshot below
Contact Status Matters
The number of people in each part of the funnel is controlled by the status of the Contact.
You can set your Contact statuses in Jetpack CRM > CRM Settings > Field Options:
It’s important that you add these in the order from the top of the funnel. i.e Lead, Contacted, Customer, Upsell (or whatever your preferred Statuses are.)
Detailed Funnel
Using the example above, the funnel now looks like the following.
The additional statuses added to the “Funnel” settings all have Contacts with that status.
Tracking a Funnel step with no contacts
Wait a minute
You need to have contacts with the funnel status or otherwise you will get a funky funnel!
It’s important to make sure when you define your Contact statuses for your funnel that you 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‘, which you can leave out of the Funnel settings. Your funnel will look a little something like this
Explaining the CRM Sales Funnel
The above funnel is from an example company. Each step represents the following:
- Lead: people who have filled in a form and are automatically added to the company’s list
- Contacted: company has reached out to them and opened a dialogue
- PreSale: user has asked a Presale question about an module or bundle
- Customer: user has made a purchase.
- PostSale: user contacted company following a purchase
- Upsell: either sold them more products, or upgraded them to a higher package
How to manage your Funnel
Contact management is at the heart of any CRM. With the new funnel visualisation, we are able to track our contacts through the funnel. Here’s an example of a daily process:
- login and check out CRM Dashboard
- see we have had a number of new leads who we need to contact
- go about reaching out to them, and make a note to the contact’s record and change their status to ‘Contacted’
- If any Pre-Sale questions have arrived in the support desk, check the CRM for the Contact. If they exists, make a note, and change the status to ‘PreSale’. If they don’t exist in the CRM, we add a new contact using their email address.
- Our Stripe Sync module will automatically mark Contacts 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
- you can also tag the Customer at the same time with the name of the package they purchased (for easier filtering).
What does this process do to the Funnel?
It slowly pushes people “down the funnel” towards being Customers.
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 the example below.
However, let’s say I know that I only have 1 contact who’s been Contacted (since setting up the funnel). I’ve also only had 3 Contacts who have asked PreSale questions since implementing the above steps.
Yet the data is showing 87and 86 at the “Contacted” and “PreSale” level. This is because of Backfilling. Backfilling grabs existing data about a Contact and slots it into it’s current location in the funnel according to its assigned status. It doesn’t show any intermediate steps/statuses the Contact may have had before they became a Customer.
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
Managing your Sales Funnel
The Sales Funnel exists to provide you with a visualization of the path a Contact may take on the way to making a purchase (and becoming a Customer). The funnel should make it easy to see where your various Contacts are along that path and perhaps discern some insights. Perhaps many of your Leads get to the PreSales point of the funnel, but few convert to sales. Why? Examining your PreSales interactions may help provide an answer.
Revenue Chart
The revenue chart shows you the sum of your transactions over the past 12 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 for 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.
Jetpack CRM and WooCommerce Sync
WooCommerce Sync will automatically import the Customers from your WooCommerce store into CRM, as Customers. It will also import the transactions from your store. Please note that this is a one-way sync: it does not import CRM Contacts or transactions into WooCommerce.