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About Act!
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Products
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Sales Processes 101: Opportunity Management

In this webinar you will learn how to set up your sales processes in Act! and review performance.

Topics covered:

Opportunity Management
Customizing Your Sales Process and Stages
Pipeline and KPIs
Act! Insight and Start-up View

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I'm Ava, your Act! Virtual Assistant. Feel free to ask me questions and I'll give you quick answers about Act! products and services.

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What is CRM?

What is a CRM and why do I need one?

A CRM (Customer Relationship Management) system helps you organize contacts, track interactions, and streamline sales and marketing efforts—all in one place.

How does a CRM improve collaboration between teams?

By integrating data from marketing, sales, and support, a CRM ensures everyone has access to the same customer insights, enabling better teamwork and faster decision-making.

Can a CRM help me automate repetitive tasks?

Yes! CRMs can automate follow-ups, email campaigns, lead assignments, and more—saving time and ensuring consistency across your team.

How does a CRM help manage my sales pipeline?

A CRM provides a visual overview of your pipeline, helping you prioritize deals, identify bottlenecks, and keep your sales process moving smoothly.

Will a CRM help me grow my business?

Absolutely. By improving customer relationships, increasing team productivity, and enabling targeted outreach, a CRM can boost customer retention and drive revenue growth.

Tips on Marketing Automation

Know your sales process

How you use marketing automation will depend on your sales process. Companies with a long sales cycle with multiple interactions generally benefit most from marketing automation as they can automate each part of the complex sales process. Although, it can also work with shorter sales cycles. For example, sending customers email reminders when they leave items in their basket without checking out. The important thing is that you understand how your sales process pushes people from being leads to customers.

Know your customers

Marketing automation revolves around tailoring your marketing funnel based on how your customers interact with your company. To do this effectively, you need a good understanding of who your customers are and what they want from your business, and what touchpoints they have with your product or service.

Have a defined strategy

Companies that succeed with marketing automation know the steps customers want to take at each stage of the funnel and can direct customers to these steps. Ensure you know what customers want before implementing your own marketing automation strategy.

Create the required materials

Marketing automation requires you to have materials your customers can interact with. For example, blog posts, videos, and eBooks. If you already have this material, you can use it in your marketing automation efforts. If not, you’ll need to create some content first.

Keep everyone in the loop

Successful marketing automation strategies receive input from teams throughout your organization. Sales teams should communicate to marketing about the type of lead that converts so marketing can use this in their lead scoring system. Meanwhile, customer support could provide marketing with feedback about the type of challenges customers have.

Test your strategy

You aren’t finished once you implement your marketing strategy. You now need to analyze and test your strategy to ensure each part of it works at an optimal level. Use data on metrics like click-through rates, conversions, time on page, and open rates to discover black holes where you lose more customers than you should. Use A/B testing to discover more effective methods

What is Customer Satisfaction?

Why is customer satisfaction important?

Customer satisfaction leads to repeat business, positive word-of-mouth, and brand loyalty, directly impacting revenue and long-term success.

What are the key factors that influence customer satisfaction?

Product quality, pricing, customer service, ease of access, and brand reputation are the biggest drivers of customer satisfaction.

How do you measure customer satisfaction?

Businesses measure customer satisfaction using surveys, Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and direct customer feedback.

What are the different levels of customer satisfaction?

The three main levels are basic satisfaction (expectations met), delight (expectations exceeded), and dissatisfaction (expectations not met).

How can a business achieve 100 percent customer satisfaction?

While 100 percent satisfaction is rare, businesses can strive for it by continuously improving their products, customer service and responsiveness to feedback.

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