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The secret to successful customer engagement

Technology has brought business a long way in the last few years, but there is no doubt that it will forever be the age of the customer. This means that engagement between employees and customers is more critical than ever.

In most cases, engaged customers are typically better brand advocates, more loyal, and spend more money with that business. Therefore, it is important for businesses to have a clear understanding of the foundation of customer engagement in terms of how to attract and influence them.

Here are some secrets to engaging the customer that every business owner should know.

Trust and transparency

Even though this is business, there is an emotional component to customer engagement, which is often more powerful than rational engagement. The customer sentiment cannot be ignored, nor should it be. Customers who are emotionally engaged will complain less frequently and give more compliments. Respect customer privacy and give them a voice; they will be loyal in turn.

Make a commitment to fairness

Everyone wants fairness in life and work. Although some businesses view ethical engagement as optional, it really isn’t. With social media and mobile devices, businesses can no longer hide their social responsibility actions or lack thereof. Fairness is a fundamental value that consumers want in the companies they support.

Make knowledge available

Customers put a lot of value on quality, detail, innovation, service, and knowledge. A business that provides helpful, relevant information in addition to their products and services will be viewed as more valuable to its customers. This could be achieved through a weekly newsletter, offering helpful hints on a social platform, or anything in between.

Incorporate social, mobile, and traditional elements

When there is active customer engagement, businesses will find that customers are more willing to interact with them by making purchases, offering feedback, and providing invaluable insights on their experiences. Therefore, organisations should not discount traditional elements to customer engagement while at the same time embracing modern methods such as mobile and social platforms.

Source: http://www.cmswire.com/cms/customer-experience/4-secrets-to-successful-customer-engagement-024622.php

 

If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com

About MyCRM

Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM.

We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries.

If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com

 

MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/

 

Regardless of your business the customer comes first, and CRM is key

See how car deals improve customer relationships with CRM.

No matter what business sector your organisation is in, it helps to understand that keeping existing customers is a lot more profitable than attracting new ones.  Customers may well out grow your service but it is paramount you deliver the best experience while you can.

Customer relationship management (CRM) helps businesses take control of their interactions with both future and current customers. A CRM system is a multi-faceted one that uses technology to automate, organise, analyse, and synchronise customer data for sales, marketing, technical support, and customer service purposes.

CRM is essential to modern car dealers, but many simply do not know how to make the most of such a system. Here are a few tips:

  • Keep a clean database. The secret to making the most of any CRM system is to keep the database clean. That means getting rid of any junk or useless data about every two years.

  • Use the CRM system to revisit customers. The sales and aftersales departments need to work closely in order to keep customers coming back. Create a holistic approach to the customer experience and make sure it is a positive one.

  • The software isn’t the only key. Too many business owners think that the CRM software is the only thing they need to worry about. However, CRM is a lot more than software; it is a business strategy. Don’t forget that.

  • CRM allows for authentic customer reviews. Every car dealer knows just how important customer reviews are. Using CRM allows for authentic and honest testimonials to be used. People shopping for cars often check out what others have to say, so this is crucial.

  • Use social media. Social media is not separate from CRM; it is an important aspect of it.  Car dealers should take advantage of social platforms to connect with customers and potential buyers.

The article below covers some additional excellent points on how different business sectors can apply good customer service

Source: http://www.am-online.com/news/2014/4/8/10-ways-car-dealers-can-improve-their-customer-relationship-marketing/34801/?page=1

If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com


About MyCRM

Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM.

We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries.

If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com


MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/

  

Social collaboration and Social CRM to improve competitive edge

I recently picked this article up from mobile marketing watch and it does highlight some great points as the business world moves to social media for leads prospects and growth.

Businesses that are not using social media to manage relationships with their customers are really missing out.

Those familiar with customer relationship management, or CRM, may not be privy to the fact that social CRM exists.  This is unfortunate because social CRM is an absolute must in today’s highly competitive marketplace.  Business owners should bear in mind that even if they aren’t using social outlets like Twitter and Facebook, chances are their customers are.

It is important to know that social media platforms can be very effective in driving prospects in, but it can also drive potential customers away when not handled properly.  The key is to be helpful and engaging and never be dismissive or unresponsive.

Here are three easy tips to help any business leverage social CRM to their benefit.

·         Have conversations with customers.  Engage in a dialogue with customers and potential clients via social media; that’s what it’s all about, after all.  When a customer sends a social media message, pay attention and respond.

·         Practise transparency.  Responding to social media messages with private or direct messages is really a missed opportunity, even when it is a complaint.  Businesses can demonstrate that they care by not hiding the good-faith efforts to help in any way.

·         Social media roundups.  Go ahead and do a periodic roundup of social media mentions via a Facebook post or newsletter.  This is a great way to give thanks to customers who provided the compliments as well as to those who have complained.

Just remember, the basics of customer relationship management and customer service have not changed; social CRM is simply a new platform on which to practise these principles.

Source:  http://www.mobilemarketingwatch.com/improve-your-competitive-position-with-three-social-crm-tips-40863/

The product and development at MyCRM are working on a perfect solution for social integration and not just for http://www.quadrapilla.com

 

If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com

 

About MyCRM

Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM.

We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries.

If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com

 

MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/

  

Using CRM for small business

A lot of small business owners wonder if they really need CRM software.

This article goes on to explain why and here at MyCRM we are a great believer in helping the smaller organisation to get going, we have special pricing options for 5 users or less and offer integrated email marketing and setup, and you can see more here http://www.mycrmhosted.com/pricing.aspx

But when it comes to your business Customer relationship management, or CRM, plays an integral role in the success of a company regardless of its size.  CRM can help any business gain visibility, build a more knowledgeable and productive workforce, and create happier, loyal customers.

All too often, most of the conversations related to the importance of CRM focus on big business, but the truth of the matter is that businesses of any size can benefit from implementing CRM practises.

This is especially true for small businesses just starting out.  Often, the biggest hurdle that new businesses have is getting that first customer – then the next ten, twenty, and so on.  Building a brand and a customer base is a lot of hard work, and that’s exactly why CRM is so essential.

The technology of CRM helps businesses know how to win over customers by identifying what is working and what is not.  It’s a fact that not every interaction with a customer is meaningful, but many of them are.  The CRM system will help to build a well-rounded view of customers and what they need.

However, the adoption of a CRM system is not without its challenges, especially for a small business.  In fact, the implementation itself is often the biggest challenge as it means getting all staff on board, transferring data (sometimes from multiple sources), and understanding the technology.

In the end, it is plain to see that a business is never too small to benefit from CRM.

 

Source: http://www.businessnewsdaily.com/6234-crm-small-business.html

 

If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com

About MyCRM

Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM.

We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries.

If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com

MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/

 

 

Usability and functionality features pay off for CRM providers

A great article I picked up over the weekend which highlights the point that as a provider of CRM having the ability to plugin additional solutions is key, here at MyCRM we pride ourselves on being a CRM provider with a catalogue of extended product solutions.

The Article covers a discussion on CRM providers who invest significantly in functionality and usability are leaving the competition in the dust.

According a recent study by Nucleus Research, customer relationship management (CRM) providers who focus their time, energy and resources on improving usability and functionality are stepping to the forefront of the industry.  These providers are making their interfaces even easier to use in order to boost productivity.

"While the accelerated cadence of releases from most cloud CRM vendors and continued acquisitions in this space have driven some significant shifts in positioning since the last CRM Value Matrix, the real standout this half is usability. Providers focusing on real usability improvements and following the dark cockpit principles of simplify, focus, and automate are starting to widen the gap, challenging others to play catch up," explains Vice President of Nucleus Research, Rebecca Wettemann.

Customer relations management systems help businesses attract and maintain customers through data management and analysis.  CRM providers on the cutting edge of the industry are also offering new capabilities in configure-price-quote, performance management and territory management into the core features.

In the next few years, as consumers become more diligent in their shopping and even savvier in their spending, experts project that CRM will become an even more enterprising application for success, which means that upgrades to CRM systems or switching to entirely new systems will become essential. 

As CRM grows in importance, businesses will be looking for providers who offer a quality system whilst also exhibiting an overall commitment to helping their customers soar above the rest.

Source:

http://www.ciol.com/ciol/news/212638/crm-providers-gains-investing-usability-functionality

 

If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com

 

About MyCRM

Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM.

We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries.

If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com

 

MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/

 

The art of customer enchantment

I recently picked up this article on Search CRM and thought it would be worth sharing as there are a number interesting points highlighted, one key point is that, it is your approach to good customer service and not a software application that is going to help you succeed.

The key to longevity in any industry is rising above the fray and becoming an enduring brand.

Silicon Valley author, investor, speaker, and business advisor Guy Kawasaki, who has worked for Apple in the past, has revealed in his new book The Art of Enchantment the three pillars that every great organisation should have in order to enchant customers and build a stronger brand.

Kawasaki shared his point of view at the AIIM Conference earlier this month in Orlando, Florida, in a session named for his best-selling book.

"The key to implementing technology isn't so much about the bits and the bytes and acronyms," Kawasaki explained. "It's about enchanting people. It's about changing people's hearts and minds and actions."

Customer relationship management, or CRM, is all about enchanting the customer.  Kawasaki urges businesses to build the trust and loyalty of customers by sticking to these three principles:

·         Be likeable.  The expectations of the average consumer today are quite high, which means it is now more important than ever for businesses to be likeable.  This might mean giving customers that little something extra and offering great service by going above and beyond.

·         Be trustworthy.  Just because a company is well liked doesn’t mean that it is trustworthy.  Building trust means implementing policies that favour customers and their needs.

·         Offer quality services or products.  Companies need to go beyond offering only good service; they need to outshine the competition.  Offering lots of great features, functionality, and something people want or need goes a long way.

In short, being exceptional, connecting with customers and standing out is the basis of building a solid relationship with customers.

Source: http://searchcrm.techtarget.com/news/2240217569/From-good-to-great-Kawasakis-art-of-enchantment

 

If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com

 

About MyCRM

Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM.

We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries.

If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com

 

MyCRM Download Centre and App Store 

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/

Bad customer data management means bad customer experience

I recently came across this article and it brought back some thoughts of CRM implementation that had gone astray or where customer needed help in moving the right solution forward.

So Today, we are looking at data and how it can be used effectively as there seems to be so much talk about big data that many business owners are starting to think it’s a passing fad, but the truth is that it is something that is here to stay.

Just think about CRM – customer relationship management – and how it helps to determine what customers are doing and how to upsell them.  What many managers fail to consider is what this actually means to the customers who are sharing their personal data.

If customers think a business is taking advantage of their personal information, it is very likely they will discontinue working with that company.  To put it plainly, customers are a lot savvier than most businesses think.

The information infrastructure

A company’s information infrastructure is where customer interactions begin and end.  Customers need to know that businesses are managing their personal data carefully and securely.  These same consumers also know that strides in technology have made it easier for companies to serve them, so they can grow impatient when there are service delays.

Most importantly, many consumers can tell when they are being duped, like when they get spammed with tons of "special offers."

The impact of data management

Data management is extremely critical to the customer experience.  Businesses are either creating new customer records or adding to existing ones.  The data management system should focus on improving speed, accuracy, and security.  These features should make search and retrieval, authentication, and metadata management more efficient. 

Making these aspects better on the company’s end is important, but the impact of improving the system should also make the customer’s experience faster and higher quality.  Keeping the customer in mind when enhancing these functions will benefit both the customer and the company.

Source:  http://searchcrm.techtarget.com/tip/Poor-customer-data-management-equals-poor-customer-experience

If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com

 

About MyCRM

Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM.

We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries.

If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com

 

MyCRM Download Centre and App Store 

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/

Mid-Week MyCRM News and Article Round Up.

Welcome to this week round up of some of the great CRM news and business articles of the week. I’ve had the opportunity to summarise some of theses but the links are included and always.  It’s been quite a busy week this week at MyCRM as we have been working on the release of some of our new Social Integration tools along with a number of new platforms and solutions

This week we have 4 great articles that are all CRM related, so let us know what you think in the comments below

 

CRM best practices

Even companies that have had CRM systems and practices in place for years can benefit from some reminders about techniques that can turbo-charge their CRM initiative.

Having a CRM system in place is an excellent first step, but that isn’t the only thing managers must do to help boost their bottom line and make the most out of their investment.  Here’s a look at some CRM best practises that every manager should know.

  • Gather only needed information.  If there are fields that are no longer necessary, remove them from the CRM system.  Clean up unused menus and consolidate forms; the sales team will be able to work much more efficiently this way.

  • Stop relying on Excel.  The CRM system is there for a reason.  Use it.  Stop relying on Excel worksheets so much and start focusing on how to use the reports from the CRM system more effectively.

  • Talk to everyone and find out what they think about the CRM system.  This means having a conversation with those who use the system and those who do not.  Get everyone on board.  Once everyone is using the same system, the benefits are undeniable. 

  • Review the CRM system and learn more about it.  Many managers only use about 20 per cent of their CRM system and are unaware of its true potential.  Take some time to really look at it and find out what is not being used.  Is there an opportunity to improve production?  If so, take it!

  • Clean up the data.  A major problem that many managers have is that they have old data.  Every year, take some time to clean it up and get rid of bad information.  The savings on things like outbound mailings will be shocking.

Obviously, this is not a comprehensive list of all the best practises one can observe in order to make the most of a CRM system.  The key is to stay on top of it, learn as much about the system as possible, and use it to its fullest potential to garner the best results.

Source: http://www.successwithcrm.com/blog/bid/95171/14-CRM-Best-Practices-for-2014-Start-NOW

 

The "Internet of Things" and CRM

There is no question that customer relationship management (CRM) will be at the heart of most companies’ operations in the very near future.  CRM is a cost-effective and efficient way of building a brand, generating sales and maintaining customers.  With millions of devices now connecting to the "Internet of Things", it may become even more essential.

Today, it is commonplace to spend a significant amount of time and money to enhance customer experience.  The demand for modern technology is a major driving force in the expansion of CRM software and platforms.  As buyers focus more on technology, CRM systems are becoming even more effective and savvier than ever before, making them a requirement for any business hoping for success.

As it currently stands, areas of CRM investment tend to focus on social media, mobility, ecommerce, and web analytics.  However, that is all about to change.

The "Internet of Things" is soon going to join those ranks as more products become connected.  Cars, chairs, buildings and even bodies are getting connected, and this is changing almost every industry.  A shift in sales, customer service, and marketing will be at the forefront of these fundamental changes.

By the end of this year, connections to the internet via smartphones and other mobile devices will exceed PC users significantly, having a direct impact on the way in which businesses will interact with their customers.

Source: http://www.cio.com/article/750847/How_the_Internet_of_Things_Drives_CRM_Investments?source=CIONLE_nlt_entapps_2014-04-07

  

Enhancing the CRM experience

Almost every manager knows that focusing on revenue will help to drive project objectives, but how can this be done effectively?

Customer data plays a powerful role in improving operational efficiency and selling effectiveness.  Payment histories, product shipment analyses, and customer satisfaction surveys are all excellent resources for nurturing strong customer relationships, taking advantage of every upselling opportunity, improving support issues, and even helping in the collections department.

Perhaps most importantly, when a salesperson does not have to search for customer information, he or she can close that deal even more quickly.  That’s where the CRM system comes in.  This type of system offers an all-encompassing snapshot of the customer and can be a great tool, but it can also set teams up for failure if every department has not integrated the system into their daily routine.

Here are some great tips for enhancing the CRM experience and making the most of it:

  • Bridge the data and processes.  A good CRM system will have an infrastructure of data that bridges all departments and customer experience.  The system, when used properly, can cleanse, parse, profile, and standardise information to create useful reports and customer profiles.

  • Allow for multichannel access.  In an effort to drive CRM adoption, many managers neglect other systems that are also important.  Allow authorised users the chance to collaborate on ideas and make mobile part of the strategy.  Using innovation is a great way to build customer trust, loyalty, and brand value.

  • Listen.  A key to success is paying attention to both the customer and the process.  The principle of any CRM system is to enhance customer experience and therefore improve business performance.  Listen to what the customers want and need and apply those points into daily operations.

Different CRM systems have different characteristics, but they all will inevitably lead to an improved portal experience and improved productivity.  However, in order to make the most of any CRM system, commitment, time, and a little legwork are required.

Source:http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/5-Tips-for-Making-CRM-an-Enterprise-Portal-95552.aspx

 

Using CRM data effectively

There is no question that implementing a CRM system will help maintain positive customer relationships, bring in new business, and boost that bottom line.  However, if one is not prepared, the data garnered from the CRM system can be overwhelming.

How can one use CRM data effectively? 

The trick is to dig a little deeper and learn how to make a correlation between business activities and levels of productivity.  Sometimes, this can be difficult to do, especially when a team is new to the CRM system.

It is important to understand that the CRM system is where all the customer data lives.  Managers must consider what they want to do with this data and what they want to learn.  Otherwise, it is simply a lot of data and nothing more.  Data can help give the sales team some more tools in getting – and keeping – customers.  The CRM data can also help track service interactions, identify profitable customers and locate problems.

Deciding what to do

A lot of the time, figuring out what one wants to learn from data is retrospective – that is, based on past experience.  Use CRM data to see which offers have gotten a good response, and then generate similar offers to that.  You could also track how many times a lead needs to be contacted before converting to a sale.  Look for patterns that can help mould the way staff handle certain situations in the future.

Just remember, the CRM system will speak for the customers and let managers know what is really working and what is not.  The trick is to really pay attention and use that data to make informed decisions.

Source:http://www.crmbuyer.com/story/80180.html

 

About MyCRM

Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM.

We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries.

If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com

 

Mid-Week CRM round up from MyCRM

Again this week I have had the opportunity to browse soe of the latest news articles that relate to our industry and thought I’d continue to share a number of these as I know they are quite popular

Today we are list 3 article that cover Small Business Big data, How outsourced CRM platform are best and a case study on CRM success for DirecTV.

 

Do small companies benefit from Big Data and CRM?

It emanates almost ubiquitously – seeping from the internet, business applications, machine logs and data logs.  Big Data can help all sorts of businesses grow, making them more profitable and more strategic.  Do small businesses really benefit from Big Data?

Big Data, often described as variety, velocity and volume, is a term that encompasses the massive amounts of information businesses collect from different sources.  With the proper tools, businesses of any size can benefit from Big Data.  A driving force behind the benefit of Big Data is applying algorithms and predictive models to draw value out of the data, which can then be used to solve specific business problems.

That’s where customer relationship management, or CRM, comes in.  A CRM system helps to manage how a business works with both current and potential customers, and it is used primarily by the sales staff and managers.  This type of system helps a company become more profitable by helping the sales staff close more deals while helping to create loyal, happy customers.

Those not familiar with CRM often think it is the same as Big Data.  Although they aren’t the same thing, they are very closely connected.  A CRM system can help extract value from Big Data.  In other words, it helps to take all of that information and translate it into smart data that decision-makers can actually use.

The bottom line is that even the smallest of companies can benefit from today’s advanced CRM systems that integrate easily with Big Data to mine out what really matters.  CRM helps businesses cut through the noise and levels the playing field, which allows for businesses – even small businesses – to compete on a wide, if not global, level.

Source: http://www.businessnewsdaily.com/6053-big-data-vs-crm.html

 

Outsourcing data analytics with CRM in mind

Many CIOs have turned to outsourced solutions for handing a number of IT issues such as maintenance and infrastructure in hopes of reducing spending and freeing up in-house staff for more desirable projects, including the perfection and integration of their CRM system. 

Until recently, CIOs have not really included data analytics on the list of things to outsource.  Businesses are now starting to enhance their in-house analytics with external providers.

These providers help to bolster the data businesses already have from their own efforts, such as CRM system data, with their own data consisting of observations from a number of sources across a wide range of demographics.  They then apply predictive analytics to this combined data to get a clearer picture of how to understand, find and keep customers.  Predictive analytics include a range of scores including those forecasting potential fraud, wealth, churn, social influences, shopper type, and recommendations.

Businesses may opt to use such services while they build their own internal capacity for gathering and analysing data from their existing CRM systems or instead of doing just that. 

The car rental giant Hertz is one example of a company successfully using outside data expertise to supplement their existing system of data collection and interpretation.  In short, the analytics outsourcing done by Hertz has allowed the company to give their customers a voice and to really hear what they are saying, which is a key to successful and effective customer relationship management.

Companies just starting up or those modifying their existing CRM scheme may consider outsourcing analytics services to speed up the delivery of new products and services as well as to provide upgraded technology to their client base.  It can be a short-term solution to help figure out a more permanent data analytics strategy, or it can be the ideal solution for companies that have limited time and resources.

 

Source: http://www.cio.com/article/749877/Why_CIOs_Should_Look_Outside_for_Data_Expertise?taxonomyId=600010

 

DirecTV enjoys massive sales success thanks to CRM

Thanks to integrated sales and an effective CRM system, DirecTV has been able to capture more customers than ever.

In the past, handling DirecTV sales calls was a real juggling act – one in which agents would be constantly referring to cue cards, punching numbers, toggling between applications, and jotting down notes.  The company also had three outsourced call centres, all using their own customer records.

Back then, nothing was consolidated and it started affecting productivity and DirecTV’s £18 billion bottom line.

"If you started the sales process and then hung up to check with your [the customer’s] wife, the next time you called in, you'd be routed to a different call centre and a different agent and none of that original information would have been captured," explains Mike Benson, DirecTV’s CIO.

With a little legwork and planning, DirecTV officials are happy to say that their new CRM system, which is completely integrated, works seamlessly with all their call centres and office locations globally.  Sales agents now have a real-time, whole view of the customer at any given moment.

This new CRM system has garnered some pretty fantastic results.  Call-handle times have been reduced and the percentage of calls that convert to sales has increased.  Furthermore, agent training has been streamlined, making it possible for new hires to hit performance goals within a week or so of getting on the floor.

Real-time guidance similar to that of DirecTV is growing in popularity among businesses, especially those with call centres across a number of locations.  End-to-end CRM tools improve productivity and cut operating costs, which are two very important factors in success.

Source:http://www.cio.com/article/749846/Integrated_Sales_and_CRM_System_Lets_DirecTV_Capture_More_Couch_Potatoes?page=1&taxonomyId=3005

 

If you would like to find out more about Microsoft Dynamics CRM and take a trial for your business then you can register here http://www.mycrmhosted.com/demorequest.aspx

 

About MyCRM

Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM.

We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries.

If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com