Automation in Client Relationship Management

I built an AI agent that handles my entire inbound system. (And I used to be against automation). Here's how I did it: I used two tools: --> Make: For automation workflows --> Relevance: For AI agents Here's what my AI agent handles: When someone fills our form, it- --> Analyzes their LinkedIn profile --> Reviews their website --> Checks if they match our criteria --> Makes a decision in seconds For qualified leads: --> Sends personalized pitch deck --> Books discovery calls --> Handles initial questions For non-qualified leads: --> Sends a thoughtful rejection --> Explains why we're not the right fit --> Keeps the door open for future The best part? My team and I can focus on what matters - strategy and client success - instead of spending hours on admin work. No more: -Manual lead checking -Back-and-forth emails -Calendar scheduling headaches -Just high-quality conversations with pre-qualified founders. Want to know the biggest lesson? Automation isn't about replacing the human touch. It's about creating more time for it.

The most human CRM is the one that automates everything 🤖 After thousands of sales calls, here's what I've learned: Every minute spent updating your CRM is a minute you're not spending with customers. The average seller wastes 5+ hours weekly on manual data entry—that's 250 hours annually of lost relationship building time. Here's the chain of insights that changed my perspective: 1. Humans excel at building trust, not tracking details 2. Traditional CRMs force humans to be databases 3. AI can now capture and contextualize every customer interaction 4. When machines handle the details, humans can focus on relationships 5. The more we automate, the more human our sales process becomes Real example: We helped a startup automate their post-call workflows. Their average seller saved 90 minutes daily on follow-ups and data entry. Know what they did with that time? 🔥 Doubled their customer conversations. This isn't about replacing human interaction—it's about amplifying it. Every email automatically drafted, every next step automatically captured, every insight automatically surfaced gives you more time for what matters: genuine human connection. We're building Clarify around this principle. When your CRM thinks for itself, you can focus on thinking about your customers. What would you do with an extra 90 minutes of customer time each day?

RevOps folk spend too much time firefighting 🚒 But automation isn't always a simple solution...especially when you need to handle the messy unstructured context of deal progressions. Here's how I built a workflow using Tango's new CRM Admin agent and "hybrid automation" to save reps a ton of time AND enforce good data hygiene and business rules in HubSpot. Here's how it works: 1. Extract the economic buyer from an email ✨ Agent reviews and extracts relevant information 🙋♂️ Rep validates the extracted information is correct 2. Verify contact on LinkedIn ✨ Agent searches for the economic buyer on LinkedIn and extracts job title 🙋♂️ Rep validates the extracted information is correct 3. Update deal contacts in HubSpot ✨ Agent searches for the deal record using the company name from the email ✨ Agent adds the new stakeholder to the deal record ✨ Agent applies correct association labels to the contact-deal relationship 4. Extract deal context information ✨ Agent extracts context from deal record (notes, call transcripts, emails) ✨ Agent fills required fields to progress the deal ✨ Agent assigns a deal score with explanation and rationale ✨ Agent searches identifies potential risks and next step suggestions 🙋♂️ Rep can edit any information and override rules by providing rationale 5. Progress the deal ✨ Agent fill required information in the deal progression form 🙋♂️ Rep saves the information and moves forward 6. Create follow-up tasks automatically ✨ Agent generate appropriate next steps 🙋♂️ Rep confirms details and completes the workflow The workflow turns unstructured data from prospect/customer conversations into structured and validated data in HubSpot, ensuring accurate forecasting and saving reps a ton of time on CRM busywork. #tangopartner

About 12-18 months ago I posted about how AI will be a layer on top of your data stack and core systems. It feels like this trend is picking up and becoming a quick reality as the next evolution on this journey. I recently read about Sweep’s $22.5 million Series B raise (in case you're wondering, no, this isn't a paid ad for them). If you're not familiar with them, they drop an agentic layer straight onto Salesforce and Slack; no extra dashboards and no new logins. The bot watches your deals, tickets, or renewal triggers and opens the right task the moment the signal fires, pings the right channel with context, and follows the loop to “done,” logging every step again in your CRM. That distinction matters for CX leaders because a real bottleneck isn’t “more data,” it’s persuading frontline teams to actually act on signals at the moment they surface. Depending on your culture and how strong of a remit there is around closing the loop, this is a serious problem to tackle. You see, when an AI layer lives within the system of record, every trigger, whether that is a sentiment drop, renewal milestone, or escalation flag, can move straight to resolution without jumping between dashboards or exporting spreadsheets. The workflow stays visible, auditable, and familiar, so adoption happens almost by default. Embedding this level of automation also keeps governance simple. Permissions, field histories, and compliance checks are already defined in the CRM; the agent just follows the same rules. That means leaders don’t have to reconcile shadow tools or duplicate logs when regulators, or your internal Risk & Compliance teams, ask for proof of how a case was handled. Most important, an in-platform agent shifts the role of human reps. Instead of triaging queues, they focus on complex conversations and relationship building while the repetitive orchestration becomes ambient. This means that key metrics like handle time shrink, your data quality improves, and ultimately customer trust grows because follow-ups and close-outs are both faster and more consistent. The one thing you will need to consider is which signals are okay for agentic AI to act on and which will definitely require a human to jump on. Not all signals and loops are created equal, just like not all customers are either. Are you looking at similar solutions? I'd be interested to hear more about it if you are. #customerexperience #agenticai #crm #innovation

Ever feel like your team is stuck in an endless loop of manual data entry? (Automation Tip Tuesday 👇) That’s exactly where one of our clients — an education consulting firm — found themselves. They were juggling a whole tech stack of tools that didn’t “talk”  to each other, creating inefficiencies and double work. We started with a look into their sales workflow. 🔹 Sales data lived in HubSpot, but once a deal closed, someone had to manually update Asana to track project progress. 🔹 Internal teams worked from one Asana board, but clients needed visibility into their own project timelines — cue more manual updates. 🔹 With so much repetitive data entry, valuable time was being wasted on low-impact admin work. Here’s what we did: 🔗 HubSpot → Asana automation: We created an integration that auto-generates project tasks in Asana when a deal reaches a certain stage in HubSpot. No more copy-pasting! 📢 Internal and client boards sync: Internal progress updates in Asana now automatically reflect on client-facing Asana projects, reducing the back-and-forth. Less busywork, more productivity. By eliminating duplicate data entry, the team saved 10+ hours per week — time now spent on strategy and client success. When your tools work together, your team can focus on what really matters. Where is your team losing time? Drop a comment below! ⬇️ -- Hi, I’m Nathan Weill, a business process automation expert. ⚡️ These tips I share every Tuesday are drawn from real-world projects we've worked on with our clients at Flow Digital. We help businesses unlock the power of automation with customized solutions so they can run better, faster and smarter — and we can help you too! #automationtiptuesday  #automation #workflow #efficiency

Here's another way we're using AI at Reformed IT to improve our client experience without replacing the human touch 👇🏻 Every time a client emails us about an issue, we use AI to analyse the tone of their email and the likely level of satisfaction. 📩 Their tone could be: 🤬 Angry 😠 Frustrated 🤔 Confused 😟 Concerned 😐 Neutral 😊 Polite 😁 Happy Which would in turn lead to a likely satisfaction score between 1 - 10. If we detect that a client is Angry or frustrated with us based on their emails, we'll flag this ticket automatically with our head of service, Dan, to review. ✅ As you'll have seen recently, we track a lot of stats/data around customer service and satisfaction. 📊 However, we will only get feedback after we've completed a task. But we're picking up sentiment from the client during the entire interaction. By looking at the signs of frustration early on, we're more likely to be able to deal with the root cause of these frustrations and ensure that we turn it around to have a happy client by the time we've done the work. 😁 I've talked a lot about AI recently and the fact it will have an impact on jobs, but I also think, when used in the best way, it can really empower your business and people to do the best they can. 🤖 + 👨🏻💼 Are you using AI and Automation to improve your client experience? If so, how?

A client of ours generated a 6-figure deal off a page view 2 weeks ago. The prospect never raised her hand to speak with Sales. Here’s how their automated workflow engine surfaced the deal: Marketing began predictively identifying website visitors 2 months ago. Workflow 1 (ICP): A previously ‘unseeable’ visitor matching their ICP criteria was auto-added to a Master ICP List in Hubspot. Workflow 2 (Former Prospect): The visitor was auto-associated to her Account Status and added to a Former Prospect sub-list. Workflow 3 (Slack): An automatic trigger sent a Slack notification to the Account Owner. Workflow 4a (marketing email): A marketing email was sent to the visitor touching on the content on the page she visited. Workflow 4b (phone call): The Account Owner called her the next day referencing research he found on the company that tied to the content viewed. No reference at all to her site visit. The prospect responded “I was just thinking of you guys.  Can we chat on Friday?” The follow up call resulted in a 6-figure opportunity.. Your prospects are visiting your website each and every day.  It’s not random.  They come for a reason. You can wait and hope they’ll raise their hand when they’re ready to speak with you. Or you can pull forward conversations and deals by harvesting your digital signals and leveraging automation to connect in more personalized and brand appropriate ways.

3 Salesforce automations tech companies should implement today (If they want to scale without the busywork): Manual tasks are killing your growth. If you’re still assigning leads, chasing follow-ups, or leaving renewals to chance - you’re moving too slow. Here’s how to fix it: 1) Automate lead assignment When a new lead comes in, speed matters. Don’t waste time manually routing leads to your team. Set up automation to assign leads instantly based on: • Territory • Deal size • Product interest Your reps should know exactly who owns the lead - the moment it enters the system. 2) Automate follow-up tasks Manual task creation is a silent time killer. Your CRM should automatically trigger follow-up tasks when: • A new lead is assigned • A deal moves stages • A prospect replies No more guessing. No more forgetting. Just clear next steps, every time. 3) Automate renewal reminders Retention is revenue. Your CRM should automatically flag upcoming renewals to your team, so nothing slips through the cracks. Better yet: • Trigger upsell tasks based on customer activity • Automate renewal workflows to keep deals moving Retention revenue is the fastest win for scaling tech companies. Your CRM should make it automatic. The more you automate, the more time your team spends on what matters: closing deals and keeping customers. Don’t let manual tasks slow you down. P.S: Subscribe to my newsletter — I share proven ways to turn your CRM into a growth engine. Sign up here: https://lnkd.in/gBukTtJN