How have sales funnels changed in the past 20 years? What actually is a CRM or CMS? Are they merging together into a larger client management platform? This week, Paul and Rich sit down to discuss the new way of onboarding customers.
Systems Collide Into Each Other: This week Paul Ford and Rich Ziade sit down to talk about bringing the right clients into your company. We explain the three pillars that are working behind sucessful customer relationships: sales, customer service, and marketing. We define the differences between CRMs and CMSs, and discuss the convergence of the two. We also announce that we’ll mail a box of chocolates to anyone who comes up with a good name for this convergence!
1:30— Paul: “At some level, your funnel is everyone in the whole world. …”
2:20 — Paul: “Funnel is kind of a marketing term about getting from less qualified to more qualified. … about somebody signing on some dotted line and saying, ‘Yeah, I’m gonna do that’.”
3:53— Rich: “There was a day you’d have to stand out in the street with a sign. …That’s the old school, analog way of somehow taking the millions of little atoms that make up New York City and somehow filtering just a few into your shop.”
6:02 — Rich: “There is software today that gets you way, way further ahead than standing outside of your shop with french fries.”
9:06 — Paul: “CRM is a big bucket term… but it’s basically how do I track people and how I’m doing at persuading them over time.”
18:07 — Paul: “Everybody’s a publisher on the web. Everybody.”
25:12 — Paul: “This platform is emerging where the people are in the funnel, the kind of content they see, the kind of opportunities that they have to integrate and connect to your thing… are all in one.”
28:33 — Rich: “It’s something big and beautiful. I would even say it’s broader than System A and System B colliding into each other.”
A full transcript of this episode is available.
Track Changes is the weekly technology and culture podcast from Postlight, hosted by Paul Ford and Rich Ziade. Production, show notes and transcripts by EDITAUDIO. Podcast logo and design by Will Denton of Postlight.