monday.com product spotlight: What is monday CRM?
monday.com began life as a simple Work OS, designed for teams seeking a user-friendly and collaborative project management tool.
Since then, its offering has diversified, with the launch of three distinct monday.com products in 2023:
monday work management
monday dev
monday CRM
Having recently explored monday dev in depth, we’re going to focus this post on monday’s CRM offering.
What is monday CRM?
Designed for sales teams, monday customer relationship management (CRM) dashboard provides dedicated templates, boards and views to fulfil use cases across the entire sales cycle.
The product also meets the needs of customer-facing teams, with functionality to support account management processes.
One of the joys of the monday.com product suite is its customisable nature. Sales, marketing and customer teams alike can adapt the tool to their specific ways of working. From our perspective, this configurability is invaluable.
Now, some organisations may choose to use the entire monday.com product suite across different departments. Sales reps and customer success are likely to base their work in monday sales CRM, whilst colleagues in the wider business may be using monday Work Management as their primary tool. Software developers, meanwhile, would turn to monday Dev.
With all three monday products able to work seamlessly together, teams can benefit from integrated processes, data sharing and visibility across shared projects and tasks.
3 key use cases for monday Sales CRM
Now we know what monday CRM is, it’s time to explore some examples of how you might use the tool in more depth. We’ve selected three common scenarios where sales and customer-facing teams can unlock value.
Lead management: Capturing lead data
Your organisation will have its own unique lead capture and qualification requirements. If you’re part of the marketing or sales team responsible for gathering, assessing and tracking those leads, you’ll know that this can be a disconnected and time-consuming process without the right tools.
Enter monday sales CRM.
The platform offers a number of ways to collect prospect data, from integrating with your existing tools (like Hubspot or Mailchimp) to adding a form to your website.
💡 Spotlight on monday.com integrations
Recent research revealed that even small organisations have, on average, 172 apps within their techstacks. As you can imagine, this number increases in line with a company’s size, with enterprise organisations often using over 500 applications.
Connecting these tools is essential to minimise information silos, reduce context-switching and improve collaboration and efficiency.
monday.com supports a wide range of integrations to support joined-up sales and customer success processes, from contract signing to customer onboarding. Integrations include DocuSign, Aircall and PandaDoc, amongst many others.
Clean data is, of course, essential for strong lead management and nurture; you need confidence that your communications are going to the right people and that the information you hold is accurate. So, monday’s sales CRM will automatically parse for duplicate data, alerting you when it finds any, and merging accounts when required.
The sales pipeline view is also valuable for enabling you to progress leads through your sales cycle, ensuring visibility for both teams on the ground and senior stakeholders.
Are you considering migrating to monday.com? Unsure where to start? Our dedicated team of certified monday.com consultancy specialists can guide you through your migration journey, from data migration to team training. Or, if you’re already using monday.com, we help you unlock more value from your set-up, workflows and processes. As a monday.com Silver partner, we’re a safe pair of hands to help optimise your monday product expriences.
Account management: Managing customer relationships and comms
For long-lasting customer relationships, you need to embed strong account management processes. And to do that, you need a powerful CRM tool.
monday CRM provides a centralised platform for you to store and manage all your customer communications. With integrations for tools like MailChimp and social media channels, you’ll have a record of all interactions, and can compose new comms.
Team members can easily review a conversation record to bring them up to speed, and the reduced context-switching between different apps and tools also provides a more efficient experience.
This kind of central hub is so valuable, as keeping all your customer interactions in one place can help you efficiently review conversations, identify potential issues and resolve them swiftly. You can also store prospect and customer contact information and record notes. Ultimately, you’re building a high-level view of your customer relationship across all comms and channels in one core place: monday CRM.
Reporting and analytics: Making sense of your customer data
Regular analysis is essential for responsive and successful lead nurture and customer engagement. As monday.com wrote in an article on this very topic: ‘CRM reporting is a continuous process… customer needs and expectations change over time, so businesses must be agile in their approach to customer service.’
So, how do you achieve this in monday CRM software?
For starters, you can pull any data you wish. You may want to report on your customer retention rates, customer service performance, revenue forecasting or conversion rates. Alongside this, you could find value in tracking customer behaviour, or identifying certain trends.
When you create a report, you can specify which data sources you want to include – and these can be from multiple boards and/or pulses – and then select the columns you’ll need, such as ‘status’ or ‘due date’. You can then analyse your data further with filtering and sorting options.
Benefits of monday CRM
When monday.com was originally launched as a singular work OS, its primary selling point was how simple and intuitive it was.
Today, this ease of use continues to be a real highlight across all three monday products (CRM, dev and work management), and is why the monday product suite remains a good fit for smaller teams, or those with less technical proficiency.
No/low code: Less pertinent for monday dev users (as software developers, we’d expect coding to be in their wheelhouse!), but for wider business areas, such as sales and customer success, monday.com’s no-code approach is highly empowering. Even non-technical users can access functionality, data and automations without the need for complex requests, or seeking support from your IT resource.
Automation recipes: Automations are key to saving time, reducing repetitive, manual tasks, and lessening the risk of human error. monday CRM, alongside its fellow products, makes this easy with a range of automation recipes. From automatic notifications to moving a prospect through your marketing and sales funnel, you can simply select what you need from a range of ready-to-go workflows.
AI capabilities: Almost every business tool and platform is investing in its AI capabilities, and monday.com is no different. Available on Pro and Enterprise plans, monday AI can be used to create automations based on your own natural-language prompts, accurately translate text, suggest actions based on meeting minutes or project plans, and streamline many processes besides. Here at AC, we’ll be watching monday.com’s AI offering with interest to understand how organisations can truly maximise their value from it.
Centralised, integrated system: monday CRM supports multiple integrations, ensuring you benefit from a wholly connected, end-to-end sales and account management process. This reduces context-switching, improves visibility of your lead or customer journeys, and ensures your valuable data is stored in one single, central repository.
Enhancing your CRM experience: Where do you begin?
Whether you’re currently using manual methods to manage your sales and customer success processes, or you’re using a tool that’s no longer meeting your needs, it could be time to try something new.
This is where talking to an expert can help. As a certified monday.com Silver partner, our team here at Automation Consultants can guide you through your review and selection of a new CRM tool. From monday.com training to migration and integration with slack or jira, we can support you and your team through the end-to-end process, bringing you up to speed.
Why not talk to us today?
We offer a free 30-minute consultation to give you the opportunity to pick our brains – with no obligation. You can share your monday.com challenges and objectives, and we’ll provide initial recommendations. It’s utterly informal and may be the start you need on your monday CRM journey to unlock greater collaboration, connection and value for your sales, marketing and customer success teams. Simply fill in the form below, and we’ll be in touch!
