Components of CRM

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Managing customer data shouldn’t feel like herding cats on roller skates. In this video, Dylan from Knack demystifies CRM by unpacking its five core components—contact management, sales force automation, marketing automation, customer service & support, and analytics & reporting—and explains how no-code tools let you shape each piece around your exact workflow. You’ll also discover the top five features to demand in any platform (ease of use, mobile access, integrations, customization, scalability) plus a six-step framework to implement and optimize your CRM so it fuels efficiency, loyalty, and long-term growth.

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00:00 Intro – Turning chaos into choreography
00:20 What is a CRM?
00:32 Why choosing the right platform matters
01:01 Overview of the 5 core components
01:05 Component 1: Contact Management
01:20 Component 2: Sales Force Automation
01:35 Component 3: Marketing Automation
01:52 Component 4: Customer Service & Support
02:22 Component 5: Analytics & Reporting
02:47 5 must-have CRM features
02:49 Ease of Use
03:12 Mobile Access
03:36 Integrations
03:57 Customization
04:05 Scalability
04:06 6-step framework to optimize your CRM
04:28 Step 1 – Map the customer journey
04:40 Step 2 – Involve every department
04:56 Step 3 – Test usability
05:00 Step 4 – Ensure data security & compliance
05:15 Step 5 – Evaluate vendor support
05:30 Step 6 – Calculate cost & ROI
05:46 Key takeaways & closing