1.
Google Workspace CRM

2.
Core Features of a CRM system
• Client data organization and cetralisation
• Communication history
• Team alignment and management
• Centralisation of communication channels
• Analytics and automated reports
• Lead and customer segmentation
• Bulk marketing automation
• Automated reminders and follow up
• Management of user roles and permissions
• Sales pipeline and deal tracking

3.
Workspace Brings Teams Together
• Communication tools have been brought together
• Link preview integration
• Collaborate on Docs right out of Chat
• Smarter mentions and shoutouts
• Meet gets an upgrade

4.
Contacts Manages and Centralises Client Data
• The most obvious Gmail go-to for managing prospect, client, and
partner data is to use Google Contacts as a CRM
• ‘Address Book’ Features:
• Add new, import, export, send, search, merge, restore, share
• Additional fields including a customizable ‘notes’ field to centralise
communications between employees working with the same
customer.
• Note: Google Contacts has a 25,000 contact limit

5.
Gmail Labels Aggregate Communication History
• CRM systems built to centralise communication history
• This can occur across several platforms
• Gmail is more limited in this respect as it is an email client
• This function can be mimicked by using nested labels
• Open Gmail and select the emails you want to label
• Right-click and ‘label as’
• Choose a preset label or type in a new one
• Click – ‘create new
• Colour code for ease of use

6.
Google Contacts Segmenting The Customer Base
Contacts can be segmented based on a wide range of different
variables:
• Demographics
• Behaviours
• Engagements
• Buyer Journey
Once the appropriate labels are in place and in use, bulk emails can be
sent to any segmented list of clients

7.
Google Contacts Full Customer Context
Gmail recently added a feature that centralises client emails in Google
Contacts
This allows you to find any previous email conversations with this contact by
viewing their details card in Contacts
Note: Gmail has a send limit of 500 emails per day
Check ‘Advanced Settings for Google Workspace

8.
Templates in Gmail
• Gmail Inbox
• Settings cog
• ‘See all settings’
• ‘Advanced’
• Enable templates
• Save changes

9.
Create a Template

10.
Automated Reminders and Follow-ups
• How to set up Gmail nudges:
• Gmail – Settings – See all settings
• General Tab – Nudges
• Check both boxes for follow-up and reply
• Save Changes

11.
Next Steps
• As the business grows beyond the limitations of Gmail/CRM the next
step could be i-CRM for Gmail which is an Add-on to Google
Workspace that is free for two users

12.
Thank you
Please complete the feedback form for this course using
the QR code or this link.
https://forms.office.com/r/6G0cgGKLA1