1 CRM The CRM (Customer Relationship Manager) is the "brain" of Infusionsoft. It is a powerful database that stores contact information for all of the contacts and companies that you do business with. The CRM is contactcentric; it centralizes contact data into individual records, providing the automation engine with the information it needs to intelligently automate follow-up transitions. Integration The CRM database is more than a series of disconnected address lists feeding a series of disconnected autoresponders. It is a dynamic database that stores all of the information you need to make smart marketing decisions for each prospect and customer. It works hand-in-hand with every other module in Infusionsoft. Having a CRM bundled with marketing, a shopping cart, opportunity management, and affiliate partner management allows you to streamline your operations. Everything is working together to take care of your customers and grow your business. Segmentation Infusionsoft stores a wealth of information about your contacts so that you can segment them into targeted groups using contact field data, purchase history, tags, and more. Tags can be applied manually or automatically when certain actions are taken (i.e. purchasing a product or watching a video.) Use segmentation strategies to send relevant marketing communications to a specific group, ensuring you don't irritate prospects and customers with irrelevant messaging or train them to ignore your messages altogether. Real-Time Updates The contact data in Infusionsoft is constantly updated as each person responds to your marketing communications by filling out a web form, clicking on a link, buying a product, and more. These responses can also trigger actions that change follow-up messages and notifications (e.g., starting or stopping a followup sequence, notifying a sales rep to make a phone call, etc.) The CRM makes intelligent, automated decisions based on your predefined plan. As you use Infusionsoft's CRM module, you are able to perform tasks related to the following: Contacts Companies Opportunities Referral Partners Visitors (CRM) Reports (CRM) Settings Contacts Infusionsoft is a system that is centered on contacts. All communications, order sales deals, activity history etc. are attached to individual contact records. Each contact record contains locations, transaction information including behavioural patterns if any. All of this information is used to group or categorize people in your system and allows you to communicate more effectively. It also serves as a good guide in planning a follow up plan
2 A contact record is divided into two tabbed sections. The Top Row of Tabs The Top Row of tabs stores general contact information and specific details about the person (eg. address, birth date). These details are stored in the standard Infusionsoft fields and custom fields that you can create. (Infusionsoft allows you to create up to 100 customer fields). The standard and custom field information is added and updated either manually by an Infusionsoft user or automatically through a Web Form or online purchase. General: This is the first section displayed when you view a contact record. It stores the most pertinent contact information, company, job title, phone number, address, website, and local weather. It also displays a tag summary. There is an envelope icon that opens the client so you can quickly send a personal message. Address: You may have more than one address for each contact. The primary address (billing address) is stored in the general tab. You can store up to 2 more addresses within the address tab. Additional Info: This tab contains fields for additional phone numbers, birthday, spouse name, etc. Person Notes: This is a free-form text box where you can add notes about a person that do not need to be date stamped. Custom Fields: You may have many custom tabs; each labelled with a different custom label (in other words, none of them may actually say "custom fields"). These tabs are created when you add custom fields through Admin Settings. Tag: The tag tab lists the tags applied to this contact record. You can also manually add or remove tags from the contact record. Choose a tag from one of the dropdowns or create a new tag. Linked Contacts: This tab displays relationships you've established between contacts in your system by linking them together and allows you to create new links (e.g. links between family members). Access Privileges: This tab allows a user to share access to a contact record with other users or user groups / teams. The Bottom Row of Tabs The Bottom Row of tabs also works as navigation links. The section found at the bottom contains information on person's activity history and purchase transactions. Tasks: The Tasks tab displays pending and completed tasks, a note history with date stamps, web form submissions, correspondence and click history etc. In this section you may also add new tasks, appointments, notes, and send messages from here. Scored and Recent Activity: This tab displays all of the recent activity recorded within Infusionsoft, including all activities related to lead scoring. Referral Partner Tracking: This section shows if a referral partner is involved with this contact. The referral partner can also be added manually while viewing the record. Follow Up Sequences: This section shows the contact's follow up sequence history. Sequences that are shown here may be active, paused and/or completed. Follow up sequences are mostly automated and require minimum or no intervention at all, but they can be manually managed from this section when necessary.
3 Campaigns: This tab displays campaign sequence activity. This section will show activities within the last 30 days and up to 25 completed items. There is a section for upcoming items that displays the sequence items that are to take place in the near future. Opportunities: This tab shows a history of sales interactions (active and closed). Please note, that this is only visible if your system includes the opportunity component. Orders: If orders are processed through Infusionsoft, all purchase history will be found on this tab. You may manually manage orders, payments, refunds and invoices from here. Web Profile: This is a complete view of the contact's web interactions with you, including any site where the tracking code is in place. File Box: You may use Infusionsoft for online document storage by uploading contracts, estimates and questionnaires, etc to an individual's file box. Tip: If you are unable to view certain tabs in the contact records, it may be because you do not have the appropriate permissions to view the information. If you are not the admin and cannot configure your own permissions, you will need to contact your account administrator to have your permissions modified. View Contacts These step by step instructions will guide you how to "View Contacts" and search for specific "Contact Records". 1. Hover your mouse on the Infusionsoft logo and select: CRM Contacts. 2. Select: Contacts View Contacts.
4 3. A list of your contacts will appear on this page. If you wish to search for a specific list of contacts records, you may do this by clicking on: "Start Over". 4. Enter the relevant search criteria and click on "Search" at the bottom of the page. 5. Alternatively, you can use the "Quick Search" toolbar. Click on the small arrow next to the magnifying glass, select "Contact" and press enter. You will then have the options to search via: First Name, Last Name, Id, Company, Phone 1, , City and State
5 Add Contacts Contacts are added to Infusionsoft automatically through list import, website capture forms, online purchases, and API feeds from other systems. You are also able to add contacts to Infusionsoft manually through a standard or custom data entry form or copy an existing contact record to create a new, similar record (i.e. family member or business associate). To manually add a contact, you may follow these step by step instructions: 1. Hover your mouse on the Infusionsoft logo and select: CRM Contacts. 2. Select: Contacts Add a Contact. 3. From the dropdown box, choose how you want the contact to be added. By default, your first option would be the standard way of adding a new person to Infusionsoft that includes entering detailed information about the person. You can change the default through: CRM Settings General Standard Add-New-Person Form: Use this form to enter detailed information about a person Quick Add-New-Person-Form: If you select this option, you will be redirected to a shorter form to fill out. You can customise the fields in this form through: CRM Settings General.
6 Custom Entry Forms: If your website has a customised contact form that your visitors fill out to make an enquiry, the fields in the webform are also added in the drop-down box and appears as a Custom Entry Form. 4. As soon as you have filled out the fields with the information you want to add in your new contact, you can click on the "Save" button and check if it has been added successfully. You can also choose the "Save & Add Another Person" to save the contact you added, and this will refresh the form and you can manually add a new one. Add Notes Use notes to record activity that Infusionsoft does not record automatically, such as phone calls and meetings. You can add a note for each interaction or use note templates to record repetitive interactions (e.g. voice mail). Note templates are triggers that can start a series of actions in Infusionsoft. They can help you work more efficiently and reduce the possibility of errors. The note templates are created through Marketing Templates (if your user permissions allow). To manually add a note to a contact history, you may follow the step by step guide below: 1. Hover your mouse on the Infusionsoft logo and select: CRM Contacts 2. Select: Contacts Add a note
7 3. A pop-up window will appear asking you to fill out a note form. You may type the name of the contact you want to place a note on in the text box and click on "Search". The system will automatically find records that match your search. If you leave the search box blank and click on "Search", the system will show you the list of all of your existing contact records. Choose the one that you want to place a note on by clicking on the person's name under the "Use this Person" column. 4. After choosing the right person, fill out the fields below with the details of the note you want to place. Template: (Optional) This dropdown list includes pre-populated note templates. Note templates will most likely initiate some kind of automation. Click on the Actions tab to preview the automation Type: (Optional) Select a type that describes the interaction you're recording (i.e. Call, , etc.). Note: You can modify this list through CRM Settings Task/Appt/Note Settings Subject: Enter a subject line for the note. The subject is visible in the contact history; it should be a short description of the interaction. Notes: Enter or customize the notes. This is a more detailed description of the interaction. Assigned to: (Optional) Select a user from the dropdown to associate someone else with the note. a copy of this note to: (Optional) Click on users to send them a copy of the note by . Hold down the Ctrl key on your keyboard to select more than one user.
8 5. As soon as you are done, you can click on "Save" and view the note on that contact or "Save & Add Another Note" to reset the fields and create a new note. Import Contacts Infusionsoft allows you to import contacts, companies, tags, products, and subscriptions. The most common import type is a contact import. The process for each type of import is almost identical. Before you import, make sure that your data is in csv (comma delimited) file format and that they have been properly prepared. To Import your contacts to Infusionsoft, you may follow these step by step instructions: 1. Hover your mouse on the Infusionsoft logo and select: CRM Contacts.
9 2. Select: Contacts Import Contacts. 3. From the dropdown box on the next page, choose "Contacts" and click on "Go". Alternatively, you may also be able to use any of our import tools like AWeber, Constant Contact, icontact, 1Shopping Cart or Outlook. 4. Select the data file that you want to import by clicking on "Browse" and choosing the CSV file from your local drive. Then click "Next".
10 5. The next page will ask you to sort your CSV file fields (which is shown on the left hand column) to match the fields on the Infusionsoft application (shows on the right hand column). If for instance, you have a matching field in your local file to import that is not listed in the matching Infusionsoft fields, you can create a custom field or choose "Do Not Import This Field" to exclude that from the data you are importing. As soon as you're done matching the fields between your file and Infusionsoft, click on "Next". 6. If by any chance you have a lot of Infusionsoft fields to populate with data from one spreadsheet, you may click on the "Additional field matching options" link at the bottom of the page.
11 7. Confirm that you are allowing Infusionsoft to send your marketing communications to the contacts you are about to import. You may choose "No, I will market to them another way" and still import the contacts and they will be excluded from your marketing list. By default and to protect you, the list will be imported with non-marketable statuses. Be Careful! When you check the box and explain why you have permission to this list, you are agreeing to Infusionsoft's Acceptable Use Policy. If you check no, you can still import the contacts; however, they will not be able to receive marketing communications from you. For your protection, the list will be imported with non-marketable statuses.
12 8. Review the details of the file you are importing by scrolling through a few of the records to check if you have properly matched each field. 9. As soon as you have reviewed the data and you are happy it is correct, you may click on "Done" to begin the import process. 10. (Optional) Once the import process is complete, you may view the list you imported, send them a broadcast, or save the same import settings you did for future usage. When you save import settings, Infusionsoft stores the field matches and the actions you may have assigned to them. Editing and Deleting Contacts Manually Updating, Deleting and Merging Contact Records Contact records are often updated automatically as your prospects and customers fill out web forms, click on links, and purchase from you. You can also update contact records manually. These step by step instructions will guide you how to manually edit contact details. 1. Hover your mouse on the Infusionsoft logo and select: CRM Contacts. 2. Select: Contacts View Contacts.
13 3. A list of your contacts will appear on this page. If by any chance, there are more than one similar contact with different details in each of them (duplicated or multiple similar contact) you may manually merge them into one by clicking on "Actions" and choosing "Merge Duplicate People" from the drop-down list. You may merge only two records at once. If the system recognises more than two similar records, you may need to merge them more than once. If you wish to search for a specific list of contacts records, you may do this by clicking on: "Start Over".
14 Enter the relevant search criteria and click on "Search" at the bottom of the page. Alternatively, you can use the "Quick Search" toolbar to enter a contact's name and be taken direct to their contact record. 4. Once you find the records you wish to update, click the contact's name and it will show you all the details of that particular contact. You may begin updating and changing the details you need to edit then click on "Save" to apply the changes. 5. If you wish to delete a contact record, you may click on "Delete" instead of saving the details. Doing this will permanently remove the record from the system. Copying Existing Contact Records To copy existing Contact Records, you may follow the step by step instructions below: 1. Hover your mouse on the Infusionsoft logo and select: CRM Contacts.
15 2. Select: Contacts View Contacts. 3. A list of your contacts will appear on this page. If you wish to search for a specific list of contacts records, you may do this by clicking on: "Start Over". 4. Enter the relevant search criteria and click on "Search" at the bottom of the page. 5. Alternatively, you can use the "Quick Search" toolbar to enter a contact's name and be taken direct to their contact record.
16 6. Once you find the records you wish to update, click the contact's name and it will show you all the details of that particular contact. Scroll to the bottom of the page and click on "Clone" to copy the contact. 7. Click on "OK" to confirm you want to continue. 8. Change the unique details in the new record (i.e. name, phone, address, etc.) and click on "Save" to apply the changes. Note: The new record will not have any tags. You may need to apply some manually. Companies Company records are most useful to B2B businesses that need to see a consolidated view of the people and activity related to a company account. Company records link together multiple contact records to give you a snapshot view of what's going on with a particular account and to make it easier for you to communicate with the people working for that company. You can add a company name in any contact record. If you are not a B2B business or do not serve larger company accounts, you may not need to create company records. Although you can get a consolidated view of account activity through a Company Record, all of the communications triggered through Infusionsoft are attached to Person Records. You are always communicating with specific individuals within a company. The company record, like the contact record, is divided into two tabbed sections. The Top Row of Tabs The top row of tabs stores company contact information, financial summaries, company contacts, tags, notes, and (if applicable) custom fields.
17 The Bottom Row of Tabs The bottom row of tabs store a consolidated history of tasks, appointments, and notes for the people linked to the company record. They also show all of the opportunities and orders attached to these people. Viewing Company Records To View Existing Company Records, you may follow the instructions below: 1. Hover your mouse on the Infusionsoft logo and select: CRM Companies.
18 2. Select: Companies View Companies. 3. The page will show a list of all your company records. To view the company record, click on the name of the company. 4. If you wish to search for a specific list of company records, you may do this by clicking on: "Start Over". 5. Enter the relevant search criteria and click on "Search" at the bottom of the page.
19 6. Alternatively, you can use the "Quick Search" toolbar. Click on the small arrow next to the magnifying glass, select "Company" then press enter. You will then have the options to search via: Company, Phone 1, Id, Fax 1, Website, City and State Add Companies There are 2 ways to manually create a company record in Infusionsoft. You can create the company record first, and then create records for the people within the company, or you can create a company from an existing contact record. You can follow these detailed instructions to create a New Company Record. 1. Hover your mouse on the Infusionsoft logo and select: CRM Companies 2. Select Companies Add A Company.
20 3. Fill in the company details. 4. Click on "Save and Add a Contact to this Company". Enter the information of the contact person. Please be reminded that at least one person should be added to the company. 5. You are then given 3 options when you go to save the details. You can click on "Save & View Company", "Save & View Contact" or "Save & Add a Contact to This Company". Alternatively, if you wish to Add a Company From An existing Contact Record, you may follow these steps: 1. Hover your mouse on the Infusionsoft logo and select: CRM Contacts.
21 2. Select: Contacts View Contacts. 3. A list of your contacts will appear on this page. If you wish to search for a specific list of contacts records, you may do this by clicking on: "Start Over". 4. Enter the relevant search criteria and click on "Search" at the bottom of the page. 5. Alternatively, you can use the "Quick Search" toolbar to enter a contact's name and be taken direct to their contact record.
22 6. Click on a contact name to open their record. Scroll down to where you see the "Save" button. Opposite you will see a drop-down box that says: "Select an Action", choose "Add A Company For This Contact" in the drop-down. 7. Add or edit the company record information. 8. Click on "Save" to store the company record in the contact. Importing Company Records The company name is stored in each contact record. However, if you sell to business accounts, you may also want to create and use company records to link together the people who work for the company and to see an account activity summary. Prior to importing Company records, please take note of the following reminders to avoid any record failures or data error: Infusionsoft creates a unique company record based on the company name listed in your file. You may need to clean up your spreadsheet before importing to make sure the company names are consistent. (e.g. Get More Leads Mktg and Get More Leads Marketing,Inc. will generate 2 different company records). If the names are inconsistent, the system will create duplicate company records. You will then need to delete the import, fix the company name in the spreadsheet and then import again. If you do business with companies that have similar names (like a mother company and its franchises), you may need to differentiate before you import. This ensures that all people associated with a certain branch are listed under this branch and not all grouped under one company record. You may also want to customise the company records. You can add custom fields to the company records to store account-level information (e.g., buyer name or primary contact). This can also be done during the import process. Your database should include more than one contact person in a company. Otherwise, there may be no need for you to create a company record. Make sure that the local file is in CSV format. Your Infusionsoft user permission must allow you to add and manage company records. If you are not allowed to do it, get in touch with your Infusionsoft system administrator to ask for assistance. To create companies when importing contacts, you can follow these step by step instructions.
23 1. Follow the first 8 steps of the "Import Contacts" process. On step 9, mark the tick box that enables you to create company records during the import. You may also have the option to "Run some Actions". These actions will also take place at the same time the import process happens. 2. Click on "Done" to begin the import process. By following the step by step instructions below, you may import Companies and Batch Assign Contact Records: 1. Hover on the Infusionsoft logo and select: CRM Companies 2. Select: Companies Import Companies. 3. From the dropdown box on the next page, choose "Companies" and click on "Go".
24 4. Follow steps 4-9 of the "Import Contacts" process to complete the import. After you have imported your companies, follow the directions below to batch assign contact records: 5. Follow steps 1-5 on how to "View Contacts". Once the search results display a list of matching contacts, mark the tick boxes beside the contacts that you will place under that company. 6. Select: Actions Assign To Company 7. Click on "Search" to find and choose the appropriate company record.
25 8. Click on "Process Action" to place the selected contacts under the Company. 9. You can do the process again for every company you created during the import. Opportunities Opportunity Records are used to track a sales and/or fulfillment process. They are primarily used by companies that have direct sales reps who manually interact with prospects as they are making a buying decision. Each opportunity record stores the history for one complete sales process from the time a lead begins working with a sales rep to the time that the deal closes or dies; it stores notes, next action dates, stage, product interest, and more. You can use the information in opportunities to monitor sales rep performance and forecast future sales revenue. Opportunity records are attached to a prospect's contact record. The Top Row of Tabs The top row of tabs are the navigation links between sections of the opportunity record. General: This is the first section displayed when you view an Opportunity Record. It displays current Opportunity Information, including the next action date and notes, the assigned sales rep, the current sales stage, opportunity notes, and more. The sales rep can quickly link to the prospect's Person Record or send an from here. Products / Subscription Plans: A sales rep can track specific product interest and special pricing by attaching products and / or subscription programs to an Opportunity record. When the prospect decides to purchase, the sales rep can quickly generate an order or "Buy Now" order link to make it easy for the prospect to buy. Custom Field Tabs: These are tabs that are ONLY visible in your application when you create and add custom fields for Opportunity Records (Admin Settings). Custom fields contain information sales reps need to track for each prospective deal (e.g. Launch Date). Each Opportunity record can have different information in these fields, even if they are attached to the same Person Record. You create the tab labels when you create the custom fields. Sharing: This tab allows a user to share access to an opportunity record with other users or user groups / teams.
26 The Bottom Row of Tabs The bottom row of tabs are also navigation links. The bottom sections stores the person's activity history and purchase transactions. Tasks: The Tasks tab displays pending and completed tasks, a date stamped note history, correspondence and click history, etc. You can also add new tasks, appointments, notes, and send s from here. Scored & Recent Activity: This tab displays all of the recent activity recorded within Infusionsoft, including all activities related to lead scoring. Sales History: The Sales History tab displays a date stamped record of stage movement, number of days between movement, user who moved the stage, and the assigned user (the one who "owns" the opportunity). Follow-Up Sequences: This tab shows the person's follow-up sequence history. The sequences that are active, paused and / or completed. Most of the time follow-up sequences are automated and require little to no intervention, but you can manually manage sequences from here when needed. Orders: If you are processing orders through Infusionsoft, this tab will house the purchase history. You can also manually manage orders, payments, refunds, and invoices from here. File Box: Use Infusionsoft for online document storage by uploading contracts, estimates, questionnaires, and more to an individual's file box. The documents loaded from an opportunity are stored in the contact record file box. Viewing Opportunity Records To View your Opportunity Records, you may follow this step by step guide: 1. Hover your mouse on the Infusionsoft logo and select: CRM Opportunities. 2. Select Opportunities View Opportunities
27 3. A list of your Opportunities will appear on this page. Alternatively, if you wish to search for a specific list of opportunity records, you may do this by clicking on: "Start Over". This may be done in instances where multiple pages of recorded Opportunities have been created. 4. Enter the relevant search criteria and click on "Search" at the bottom of the page. 5. The results will show the matching opportunity records that you wish to view. 6. Alternatively, you can use the "Quick Search" toolbar. Click on the small arrow next to the magnifying glass, select "Opportunity" and press enter.
28 You will then have the options to search via: Opportunity Title, Id, First Name, Last Name, Company, , Phone 1, City and State Add an Opportunity An opportunity record contains the history of a one sales process with one prospect. They may be created automatically when a prospect fills out a web form, clicks on a link, etc. or be added manually after a personal interaction with a prospect. Opportunities are attached to the prospective buyer's contact record. Each contact record may have multiple opportunities (i.e. if a prospective buyer goes through your initial sales process more than once or if upgrades and repeat business are handled through your direct sales team, too). Before you create an opportunity record manually, you must make sure a contact record for the prospective buyer exists in your Infusionsoft application. To Create an Opportunity Record, you may follow the instructions below: 1. Hover your mouse on the Infusionsoft logo and select: CRM Opportunities.
29 2. Select Opportunities Add an Opportunity. 3. Start entering the opportunity information that you wish to create. Take note of the following fields: Opportunity Title - You may use a prospects company name as an Opportunity Title if you find it suitable and easier to recall. A deal or a person's name is also suggested. Owner - refers to the person creating the record or whoever it is being particularly assigned to (if not the logged in user). StageID - By default, an Opportunity's Stage ID is defined in Sales Settings, but can be changed when you are adding a new record. Contact - This is usually the prospect's name (or your prospect company's person in charge to deal with you). You may enter a person's name in that field and click on "Search" to check if that contact already exists in your records. Click on a person's name to attach the opportunity to their contact record.
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