How to Use Wrike as a CRM Tool and Never Forget Another Contact

Wouldn't your day be less stressful if your task management software sent you work reminders? Setting up a system of folders and tasks in Wrike gives you the flexibility to create a workflow where Wrike does the remembering and you do the executing. If you are responsible for building rapport like I am, I'll show you how to make the best of Wrike to keep track of contacts, clients, and business relationships.

To organize your system, think about your priorities to determine how you'd like to slice and dice your database. As a Customer Success Manager, it's essential for me to have quick access to client details and the type of relationship they have with Wrike. All of my client accounts start in one folder as individual tasks. Then, I include these tasks in multiple folders based on characteristics I care about. These include: which sales rep closed the deal, the timezone(s) the client operates in, and their package type. With this, I now have the ability to look at a snapshot of my clients based on any one of these variables.

Additionally, I've created a folder of custom client-status tags. Some of these include the relationship status (e.g. Initial Outreach, Training Scheduled) and the communication method (e.g. emailing, calling). These tags allow me to quickly pull and report the status of my book of business.

Wrike as a CRM tool using tags as relationship statuses

When I set up accounts in my CRM folders, I include the client and company name in the task title for quick search and sorting. To get quick insight into the account in one centralized location, I fill the task description with pertinent information such as links to related internal tools and the client's website, account notes, and client contact information. The task description is also where I keep track of call notes, logged activities (such as emails and phone calls), and next steps. Each time I proceed to the next step with a customer, I change the folder tags accordingly. This combination makes all important updates easily accessible.

I also set due dates to reflect when I should reach out next. I never forget to touch base with any customers because I get an email reminder when a contact date is approaching.

Finally, I keep a "templates" folder to track client-specific questions, reusable pieces of advice for FAQs, and other frequently-referenced customer relations copy. The folder ensures that I have great, helpful information at my finger tips - everything from sample marketing team workflows to project management methodologies to best practices for personal productivity.

Using Wrike as a CRM tool, all client information - from location details to last contact - is at your beck and call. To get you started, I've attached a folder template (XLS file) for how I use Wrike. You can import it into your workspace and use it as a springboard to get your own workflow set up.

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