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Please introduce your product and give a brief about your role within the organization.
NetHunt CRM is a bonafide, fully-featured sales automation tool that works as part of your everyday Gmail inbox. We help our users generate, organize, and nurture leads; automate their sales and marketing processes, and generally stay on top of and grow their businesses.
I’m the CEO and co-founder; NetHunt is my baby!
What was the objective behind coming up with this software?
The epiphany, like most of life’s great epiphanies, came to me whilst I was having a beer. We worked for an enterprise-sized CRM, implementing servers, holding two-week training sessions, and feeling like scammers when we charged them $300 per user, per month. We wondered why CRM wasn’t flexible enough to bend to fit a business, rather than the other way round. We ask why it couldn’t just be a simple Chrome extension that keeps your whole business under one tab.
We wanted to take the hard work out of working hard.
How is your software beneficial from a value addition perspective to the clients compared to other software alternatives available in the market?
Well, when I say our platform is a Gmail CRM... it really is a Gmail CRM. It’s not just a simple sidebar, it interacts with every aspect of an existing Gmail inbox and Google Workspace applications. We’ve managed to get record snippets next to linked emails, a full CRM dashboard, automatic record updates, third-party integrations, a workflow builder, drip campaigns, and loads more inside Gmail.
Our product is always growing; eventually, we’re going to have grown something that satisfies every single business process. That’s what makes our product so exciting!
What industries do you generally cater to? Which industries in general are highly benefiting by using your software?
CRM isn’t a general-industry thing. We made a conscious decision not to confine ourselves to the boundaries of being a one-industry tool. We’ve got clients from tech startups to big, swinging financiers and real estate agents. From garden landscapers to not-for-profit educators. You know, we’re creating something that can help any business of any size grow.
What are the key features of your software that makes it stand apart from your competitor products in the market?
At this point in the interview, I’ve got to give a special shout-out to the new Workflows feature. It basically does things for you, automating drip campaigns, webhook notifications, inbound lead generation, lead nurturing, and loads more. Still, I suppose new things are always exciting. Before Workflows, I’d be shouting out the LinkedIn lead generation.
And if this interview was five years ago I’d be preaching about the total, native-like Gmail integration.
What is the customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
Net Promoter Score is a big one for us. We’re proud to be at 33 at the moment, which is above our market average. We’re moving in the right direction and we do so by listening to our customers, educating them, acknowledging them, and being proactive in our relationship with them.
Are your customers repetitive? If yes, what is the percentage of repeat customers that you have?
We’re a subscription-based service. So, yes. We’re aiming for that retention percentage to be as high as possible because our customers’ success amounts to our success. If they find growth and success with our product, it allows our product to grow and be successful.
Does your software product provide any resource or knowledge section for its users? If yes, what kind of material is provided to your users to help them get acquainted with your product?
Yep, absolutely. The marketing and sales teams are smashing it at the moment, working together to put out useful, relevant content. We’ve got a Help Centre, countless educational blog articles, a YouTube channel, newsletters with recent product updates, and in-product notes. We’re always looking for new ways to get our information out there.
What kind of support system do you offer to your clients for catering to their queries and issues?
We’ve implemented a Customer Success (CS) model and it seems to be working. Where a traditional support team responds to one-time questions with one-time solutions; a CS team uses foresight, research, and better communication to stop those problems from ever occurring.
Still, when clients have an urgent request, question, or grumble, we make sure they get an answer as soon as possible. That’s either from the team or with a link to a relevant help-center article or blog post that can help them.
Where do you see your product in the next 10 years?
I read the other day that CRM is the fastest-growing SaaS industry, meaning it’s evolving at a frightening rate. One thing is for sure that the technology we have available right now just isn’t ready for the final CRM vision. At this moment in time, I’d safely predict that it’s going in the AI direction, as most technology is. But, who the heck knows what will happen in the next 10 years from now?