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Microsoft Dynamics CRM 2011 / 2013

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MyCRM Daily CRM News 28-11-2014

Our CRM daily update. Can you afford to not have CRM?


Not investing in CRM software can be costly

Intuitive software has long provided a stable and rewarding investment, but many organisations still haven’t invested what they should in the right customer relationship management (CRM) software.  This can be a costly mistake.

Purchasing and implementing new software, especially CRM software, comes with inherent risks; that’s just the nature of switching to a new system.  However, the biggest risk might well be waiting too long to get started.

Nothing is forever

Local software programs, robust as they might be, don’t last forever – they aren’t diamonds, after all.  Although many programs are able to quickly leverage data and provide analytics, they can be limited in the number of copies used or updates available.  Software becomes out-dated quickly.  Investing in a dynamic CRM program helps alleviate this loss and allows for a more pliable solution.

Investment costs increase as time goes on

Businesses can enjoy future financial savings and improved efficiency by choosing a good CRM platform from the start.  Remember, equipment upgrades, loss of opportunities, manpower, and the competition might prevent managers from deciding to switch from one system to another later on down the road.  This can get expensive, especially if the switch to a new program is inevitable for the success of the company.

Despite any investment fears that businesses might have, it is best to find a good CRM platform and invest right away.  Businesses owe it to themselves and their clients to offer the best experience possible – one that will help to carry their goals and success into the coming decades.


Source:
http://www.business2community.com/customer-experience/crm-software-waiting-invest-costly-0903357#!UH6Mg

Five signs that any CRM project is going to fail

There are two main reasons why customer relationship management (CRM) projects fail: failure to meet the needs of the business and exceeding the company’s resources, schedule, or funds.  However, there is a wide range of reasons why these failures occur.  Here are five common signs of a failing project.

1.  Unclear project requirements

The proper effort and discipline needed to get a CRM project off the ground is impossible without a good idea of what the project actually requires.  Make sure that methods are in place to help manage system changes and transitions, design, processes, testing, and training.

2.  Not everyone is on board

Everyone must be on board in order for a CRM project to go off without a hitch.  Make sure all project stakeholders and senior management are on the same page as sales staff, managers, and marketing.  Everyone needs to be a part of this transition.

3.  Poor scheduling

Scheduling delays can happen for a number of reasons, and most of them are easily dealt with.  However, with a little forward thinking and focus on appropriate time estimation and managing the project scope, the schedule and cost can stay on track.

4.  Poor project governance

There is nothing worse than a communication breakdown or a question about what one’s responsibilities are in the workplace.  Confirm that the CRM project has clear-cut strategies, governance structure, roles, responsibilities, and priority.  These must be in place in order to properly monitor and control the project.

5.  Poorly trained users

If those who will be using the CRM system are not properly trained, there is going to be very little success.  Spend time and effort on formal training, strategy, and plans before launching the new system so that everyone understands how to use it and what it is for. 

Source:  http://it.toolbox.com/blogs/insidecrm/10-sure-signs-your-crm-project-will-fail-61625

CRM systems often targeted for attack

Customer relationship management (CRM) plays an integral role in the success or failure of a business.  A good CRM system houses lots of personal information that thieves may want to get their hands on such as customer information, statistics, and correspondence.

Because of the nature of the information they hold, CRM systems are often targeted for attacks, which makes them a high priority for the security team.  However, if the security team doesn’t know what they are protecting or the implications an attack might hold, it can get a little messy.

Lots of companies are dependent on their CRM system for everyday operations.  Employees might use the software to reach out to customers, do invoicing, handle payroll, and distribute marketing correspondence.  It is important to be aware of how much money the company would lose if the system was down and what tasks the company could complete without it.  The CRM system isn’t a target of just cyber-thieves; disgruntled employees and competitors could all be a threat.  The security team needs to implement features to prevent all sorts of attacks from both the inside and out.

A disruptive attack can definitely put a damper on things and hurt the company’s bottom line, but more severe attacks involve the theft of data, which can be particularly problematic.  Most CRM systems are a treasure trove of information such as personal data, financial records, and more. 

Making sure that the CRM system is secure is the first step in improving the customer relationship and experience.  In fact, most customers assume that their information is going to be protected, so don’t let them down. 

Source:http://it.toolbox.com/blogs/insidecrm/why-crm-solutions-are-targeted-for-attacks-61624

 

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/

 

 


MyCRM Daily CRM News 26-11-2014

Our CRM daily update, customer usability is key.

Here are some of the latest newsfeeds from around the web where CRM is the focus

Making the customer’s mobile experience better

If a company fails to keep mobile functionality in mind, it risks losing customers.

Today, everything is about the mobile experience.  It seems that wherever one looks, there is a smartphone or tablet in someone’s hand.  Thanks to this phenomenon, a business’ customer relationship management (CRM) strategy must now also include making the customer’s mobile experience better.

Customers are now more technically savvy than ever.  When they use social business tools and technology, they expect to encounter an ideal experience on whatever device they decide to use, whether it's a laptop, desktop, tablet, or smartphone.  Companies must be prepared to optimise this experience or be prepared to fail.

Here are a few great tips to ensure that the customer’s mobile experience is as good as it can get:

1.  Offer a web experience that is just as good as the mobile app.

First and foremost, the website must be responsive and adaptive.  This means that regardless of device or screen size, customers will have the best experience possible.  Don’t make customers download a separate app just to access the content; the app should be something that creates additional value, not something that is required.

2.  Improve search functionality with analytics.

Help users find exactly what they need and want by offering smart searches.  This helps to predict what a customer might want or need based on past performance and can actually save time and money for both the customer and company.

3.  It’s all about usability.

Another way to improve the customer’s mobile experience is to make sure that there is an intuitive layout.  For social networking, make sure the platform has guided setup tools that clearly instruct users on how to best experience and navigate the site.

Source: http://www.enterpriseappstoday.com/social-media/3-tips-on-improving-customers-mobile-experience.html

CRM combined with BI optimises customer orders

The use of modules within a customer relationship management (CRM) system helps the gathering and analysing of business intelligence (BI) be more efficient.  This also helps to optimise customer orders in the long run.

What are the modules that a good CRM system should have to improve the overall customer experience and boost the company’s bottom line?  Here’s a quick list:

  • Invoicing
  • Billing and payments
  • Orders management
  • Recurring bill payments
  • Price quotes
  • Reminders and notifications
  • Products

Streamlining the procurement and acquisition processes through a structured and organised workflow and solid set of BI rules is essential in a strong CRM strategy.  This integrated intelligent process allows for a more advantageous use of CRM software over conventional methods.  When procedures and operations are streamlined in this way, cost savings are sure to follow.

Keeping up to date on the order management process in particular allows a business to implement internal policies and controls to mitigate loss, avert poor customer service, and avoid unnecessary risks that might come up.  Remember, the main goal is not just a profit but also a positive customer experience, which often leads to repeated sales in the long run.

Business managers must keep in mind that although they are independent elements, BI and CRM complement each other and make it possible to efficiently manage timeframe requirements, sales order optimisation, and functionality to improve and enhance the customer experience. 

Source: http://it.toolbox.com/blogs/insidecrm/use-business-intelligence-with-crm-to-optimize-customer-orders-61360

CRM can help manage B2B relationships

Customer relationship management (CRM) is a lot more versatile than many people might think.  Today’s CRM software programmes are designed to not only boost a company’s bottom line by improving the overall customer experience, but they also help to manage business-to-business (B2B) relationships.

Most CRM systems are so robust that they have just about everything including the internet, intranets, and extranets, not to mention reporting, analytics, and so much more.  This is precisely why they are quickly becoming an essential aspect of any business’ operations.  Today’s increased need for information sharing has motivated CRM providers to evolve even further to provide an organisational reach that spans across various markets.

Current behaviours show that in order to successfully manage a B2B relationship, businesses must embrace social networking.  Recent statistics have shown that almost 75 per cent of all B2B customers use social media to purchase products and services.  Social media is also integrally incorporated into decision-making, communications, and organisation.  The CRM systems that are available today often incorporate social media platforms into their models.

However, not all CRM platforms are created equal.  CRM software must be flexible so that a business can create opportunities and brand value, evaluate and monitor sales and marketing efforts, build a sustainable and strong customer base, and align values and goals.  This means that companies must know both their competitors and customers very well and be able to track their respective behaviour.

Taking all of this into account, it is clear that CRM software can offer an ideal solution for managing critical B2B relationships just as well as it can help manage the customer experience.

Source:  http://it.toolbox.com/blogs/insidecrm/manage-b2b-and-b2g-relationships-with-crm-61321  

Ten tips for growing business through social CRM competency

It is time to say goodbye to the days in which employing independent and dissimilar CRM and social components might bring about strong customer relationships.  Today, successful customer relationship management strategies require the integration of social and organisational tools.

Despite this shift in the rules of the road of CRM, assimilating a company’s CRM and social platforms is still a work in progress.  Although the importance of integration is clear, many firms – even the biggest ones – lack the tools needed to get a solid social CRM programme off the ground.

With this in mind, here are ten tips on how to boost a business’s social CRM capabilities in order to better interact with existing customers, increase the customer base, and ultimately grow the business.

  1. Keep updated records.  Make sure every customer’s record is as up-to-date as possible.  Every time a record is pulled, scrub it for new information. 

  2. Frequently post recommendations.  Small actions like posting sincere comments or recommendations about how nice it is to work with key customers can go a long way.

  3. Improve CRM tools.  Grow the database and improve efficiency tools by adding every new connection or like to the CRM programme.

  4. Get referrals.  Business growth often comes from word-of-mouth and referrals, which usually come from the best customers, so make a point of asking for them. 

  5. Consistency is key.  Every week, post something relevant to customers that piques their interest.  This helps customers view the company as a relevant source of information.

  6. Interact. Interaction is key, so interact with online groups and communities within the relevant industry every day.

  7. Be helpful.  A positive and helpful attitude can go a long way, and it can even turn a dissatisfied customer into a long-term and loyal one.  Offer assistance in a speedy manner. 

  8. Keep an eye on things.  Successfully monitoring the company or brand’s mentions in social posts is an excellent way to act on customer feedback quickly.

  9. Promote social presence.  Make sure people know where to find the company.  Include links to social media pages on all communications and offer an incentive to connect.

  10. Measure success.  Set attainable goals and use solid indicators of success to measure how well the social CRM strategy is working.


Source:
http://www.business2community.com/social-business/10-ways-improve-companys-social-crm-competencies-grow-business-0899259#wRX153fIW0OcMkzj.99  

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/

 

 


MyCRM Daily CRM News 25-11-2014

Our CRM daily update.  Working together to get the best result

CRM is not just about IT knowledge

Many business managers think that in order to implement and launch their customer relationship management (CRM) system, they only need IT knowledge, but nothing could be further from the truth.

This isn’t to say that new technology or IT knowledge isn’t an integral part of a CRM strategy, but those things are not the only factors influencing the success or failure of CRM.  In fact, any solid CRM strategy actually involves every player in the company – all the way from top management to marketing and sales.

Getting it together

Once the decision to implement a CRM strategy and a dedicated CRM system has been made, there must be someone in charge of the entire process.  In some organisations, every department seems to defer to the IT department when it comes to understanding and using the CRM system, but in reality it isn’t the IT department’s responsibility.  Sure, they can help work out the kinks and modify the system to best suit the company’s needs, but the IT department is definitely not in charge of maintaining customer relationships and enhancing the overall experience.

Therefore, in order to avoid any confusion and maintain a smooth-running CRM strategy, there has to be someone in charge of the CRM efforts.  Often, this is going to be someone in upper management, but it really can be anyone dedicated to the daily operations of the company.  The key is to be consistent and organised in order to make the most of the CRM strategy.

Source: http://it.toolbox.com/blogs/insidecrm/administering-crm-takes-more-than-it-knowledge-61361

CRM overtaking ERP as most valuable business application

Customer relationship management (CRM) may very well be supplanting enterprise resource planning (ERP) as the most valuable business application, according to recent trends.  As most business managers know, CRM focuses on the customer and his or her experience while ERP is more about the business and its efficiency.

While both aspects are important to the success or failure of a business, it seems that CRM is taking the lead.  After all, the customer is the driving force behind most business models, and unhappy customers do not come back for repeat business.

"CRM is not just for sales and marketing anymore," explains Nucleus Research’s VP of research, Rebecca Wettemann.  "The data is more actionable and current than on aging ERP apps."

There are CRM systems for almost any industry and many of these systems can be used across a variety of sectors, but niche players are starting to become the norm.  For example, there are now CRM systems made specifically for the financial sector, life sciences, non-profits, and other sectors.

Businesses can make the most of their CRM strategy by taking a look at several different CRM applications and seeing which can facilitate their industry-specific needs in the best way.

As the CRM industry continues to grow, CRM vendors must constantly rise to the challenge of supporting a large number of users, which means they are using the cloud more than ever.  This allows CRM vendors to remain viable even in a market that is evolving quickly.

Source: http://www.enterpriseappstoday.com/crm/crm-gets-more-vertical.html

CRM can help manage B2B relationships

Customer relationship management (CRM) is a lot more versatile than many people might think.  Today’s CRM software programmes are designed to not only boost a company’s bottom line by improving the overall customer experience, but they also help to manage business-to-business (B2B) relationships.

Most CRM systems are so robust that they have just about everything including the internet, intranets, and extranets, not to mention reporting, analytics, and so much more.  This is precisely why they are quickly becoming an essential aspect of any business’ operations.  Today’s increased need for information sharing has motivated CRM providers to evolve even further to provide an organisational reach that spans across various markets.

Current behaviours show that in order to successfully manage a B2B relationship, businesses must embrace social networking.  Recent statistics have shown that almost 75 per cent of all B2B customers use social media to purchase products and services.  Social media is also integrally incorporated into decision-making, communications, and organisation.  The CRM systems that are available today often incorporate social media platforms into their models.

However, not all CRM platforms are created equal.  CRM software must be flexible so that a business can create opportunities and brand value, evaluate and monitor sales and marketing efforts, build a sustainable and strong customer base, and align values and goals.  This means that companies must know both their competitors and customers very well and be able to track their respective behaviour.

Taking all of this into account, it is clear that CRM software can offer an ideal solution for managing critical B2B relationships just as well as it can help manage the customer experience.

Source:  http://it.toolbox.com/blogs/insidecrm/manage-b2b-and-b2g-relationships-with-crm-61321  

Partner management is key

In most cases, selling direct can be pretty simple; the business controls everything from the salesperson to the training to the payment structure and the marketing.  Selling can get a bit more complicated when a business sells through the channel as more and more depends on partners.

How can businesses ensure solid selling when working with partners?

Incorporating customer relationship management

On average, partner companies work with about eight different vendors, although some work with as many as 15.  In order for a company to enjoy success with partners, they do need a few things including a good economic proposition, the ability to fulfil customer expectations and a compelling product.  Additionally, businesses should be easy to work with.

Although customer relationship management (CRM) is usually associated with direct sales, the principles behind it are also effective when dealing with partners. Remember, partners aren’t just a conduit to the customers – they are also customers in a way.  If partners have a good experience, they are more likely to show results and more sales.

Fine-tuning the CRM experience

Businesses should provide effective and efficient portals that are frequently updated.  The portal should be a one-stop resource for partners, training, marketing materials, applications, registration, and other things that are critical to the relationship between vendors and partners.  Using the CRM system to manage partners is an effective way to profile partners and use that information to deliver specific content tailored to their needs.

An effective portal system and method for managing partners leads to a greater wallet share, which is something every business owner is after.

Sources: http://www.crmbuyer.com/story/80424.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

 

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/

 

 


Connecting related records in a 360 Degree eView of your Customer, in Microsoft CRM 2013.

One of the key factors of delivering or implementing a CRM strategy in a business, is to understand that placing your customer at the heart of your businesses, is the main objective of the exercise. 

Some, probably most executives or marketing and sales directors (me included), may argue that the purpose of CRM is to create more profit from sales etc. but the sword is double edged.  The CRM strategy should deliver more sales, but on the flip side it should improve customer service and customer loyalty too, creating a well organised efficient business. 

Research has shown that efficiency and therefore profit can come from streamlined business systems, but having a strategy that helps create great customer service will create happy customers. Happy customers become loyal to your service and product, and let’s face it we all like to be treated well or experience great service.

Many times I have seen business specialists and self-appointed guru’s babble on about this, that or the other, being the biggest asset to your business, but surely that’s your customer right?  Then again as a CRM provider or product and service provider: do we believe this, just to sell product and does it actually matter?

Well let’s think about that for a moment, because a business needs customers.  Building a customer base is never easy, but by having all the information at hand to help a customer and deliver a great experience has to help.  I would have to argue that it is your loyal customers that are the lynch pin that makes your potential business grow, and after working with many businesses over the past 20 years I would agree that centralised shared data about your customers is a huge asset.

But enough of all of what’s right and what’s wrong, it’s your business at the end of the day. Today I want to share some information about one of the software components from MyCRM, which can help your organisation realise some of the key successes in recognising the importance of well organised and structured customer data.

In this post we are looking at the latest iteration of the MyCRM eView product, which will help deliver a true 360 degree view of all information held about a single customer, and the organisational structure it is part of.

Our eView solution was first released for CRM 2011, and gave the option of enabling a single view of all related data about a customer.  You can easily see from the screen shot below that this could be very useful when trying to get a snap shot of what was happening with any one customer on your CRM.

The eView solution is a unique tool set, which helps end users visualise and understand all data that is related to an individual contact or organisation, with related contacts.

 

The eView solution has gone through many iterations to improve performance and customisation features, and to make the data returned relevant to the end user at your business.

With the new modern design of Microsoft Dynamics CRM 2013, eView has been upgraded to work perfectly as an add-on solution in the new environment.

Furthermore, all the great features that eView brings to CRM when displaying a single view of the customer, is now incorporate at the record level with CRM 2013.

From the eView window you can access all related data, but also quickly and easily create new context related records without leaving the single view.  Which means it has never been easier to work with a single record, and create related and activity records directly in CRM.

Below is our new video demonstration of eView, and you can see for yourself the advantages a single view brings to end users when using Microsoft CRM 2013.


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/


MyCRM Daily CRM News 21-11-2014

Our CRM weekly update.  Is your data enabling you??  Are you getting actionable data from your CRM system?

In business, data is all over the place and can be an invaluable aspect of business decision-making.  However, the problem is that not all data is created equal.  In fact, some data is just plain useless for some businesses, while other bits of information are like gold.

The trick to getting actionable data – data that is actually useful to the company’s goals and productivity – is to use a good customer relationship management (CRM) system.  And ‘good’ is the key word.

Not all CRM systems are created equal.  In fact, some of the most expensive programmes don’t collect the right kind of data for some businesses.  Remember, collecting the wrong data is a costly investment (of both time and money) that can lead to failure.

In order to yield actionable data, the first question any business should ask is whether or not the data is relevant.  If the data isn’t relevant to fulfilling the needs of the customer, and ultimately the business, then it is not relevant.  A mistake that many businesses make is to collect all sorts of data – both just and actionable – and sort it out later.  This can take a lot of time and resources, which some companies just don’t have.  So, it’s a good idea to start off right.

Gathering the right kind of data will not only help maintain and build strong customer relationships, it will give the company a competitive edge.   

Source: http://it.toolbox.com/blogs/insidecrm/does-your-crm-system-yield-actionable-data-61274

Changing business models and CRM

The question of transitioning from one business model to another without hurting productivity, revenue, or customer relationships can be tricky and is something that a lot of businesses face.

In many cases, it might make sense to change the existing business model, but the reality is that the current model, as obsolete as it might be, still generates profit and revenue.  This leads many managers to decide to just stick with it.

Shifting business models

When it comes to changing business models, there is nothing more difficult than figuring out exactly how to do it without hurting the bottom line.  Continuing on with normal business as usual isn’t always possible in such situations.

Remember, lots of business models do not already have a CRM system in place, so the transition might be to implement one in the first place.  This usually happens when managers realise that they simply cannot exist using spreadsheets only and need a more robust billing and payment solution, better databases, and stronger customer data acquisition.

The simplest answer to this problem is that businesses need to have a good customer relationship management (CRM) strategy in place to make the transition a little smoother.  If the shift involves moving from one CRM system to another or something more involved like switching to a subscription-based business model, the existing CRM strategy should be able to help the company maintain its current client base.

Source:http://www.crmbuyer.com/story/80414.html

Is there any value to CRM-based customer data?

As most business managers already know, customer relationship management (CRM) systems provide plenty of customer data, which can be a very valuable commodity.  A CRM system actually uses the customer data to generate sales, but it can also add value to the company in a number of other ways.

In essence, data is a hot commodity all on its own. Companies that make the most of it can improve their bottom line.

CRM data is not always a representation of the past.  It can help business managers see the future of their sales and repeat business.  The CRM system that works best should be functional beyond simply making cold calls and selling.  When considering a new CRM system, business managers should ask which areas of the CRM system could be better tailored to suit the needs of customers as well as what the likelihood of repeated customers is.

Primary value

The principle value of CRM data is industry research. Most research analysis firms today consider the customer data derived from CRM to be corporate intelligence.  Many companies actually base their research on CRM data such as timeframe constraints, key performance indicators, and more.

Conclusion

As more and more businesses are starting to understand the importance of obtaining and using CRM system data, analysis has become more important than ever before.  Such intelligence can help businesses succeed or fail depending on how well they utilise the information.

Source:http://it.toolbox.com/blogs/insidecrm/does-crmbased-customer-data-have-value-beyond-sales-61273

4 ways to get real with your customers

One of the hottest buzzwords in the customer relationship management (CRM) industry these days is ‘real-time personalisation.’  Though the principle behind this theory is a no-brainer, many businesses simply don’t know how to do it.  Real-time personalisation is a method of reaching customers immediately, but it is harder than many managers realise. 

Here are four ways to get real with customers that other businesses have had success with: 

  1. Be trustworthy.  If a customer doesn’t trust a business or the source of contact, there is no point.  In order to be successful, organisations must build a trustworthy reputation with its client base.  Customer trust is a top factor in the success or failure of a company.  This means that organisations should have solid privacy policies designed to protect the customer and keep those policies readily available to the clients at all times.

  2. Don’t get too far ahead of the customer.  Though it is a good idea to know what the customer wants right before he or she knows, it is dangerous to get too far ahead of the client.  Businesses want to remain relevant, not become a nuisance. So apply common sense and logic to the real-time personalisation efforts to ensure that messages are received at appropriate times.

  3. Draw the right emotional response.  Part of any CRM strategy is to elicit emotional responses from customers – but they have to be the right kind!  Keep customers’ emotional responses in mind when reaching out for marketing purposes.  This goes with tip #2 above – use data accurately and be sure that all campaigns are facilitated by that data and properly timed.

  4. Stay open-minded.  Customers typically only want relevant contact, but they also want it to demonstrate that the organisation understands their needs.  This means that businesses should stay open-minded to alternatives – keep traditional bias off the table.  Remember, sometimes customers will shop outside of their traditionally expected niches. 

Just remember, it is a good idea – and very effective – to use all available data to create a solid picture of each customer.  A holistic view can help business managers create compelling, relevant, and effective content that will help maintain, and build, the customer relationship. 

Source: http://it.toolbox.com/blogs/insidecrm/realtime-personalization-4-strategies-for-getting-real-with-your-customers-61324

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/

 



 

 


MyCRM Daily CRM News 20112014

Here’s today’s indispensable CRM news.  Utilising CRM to its full potential in practice, and making it work for your business and customers.

You must adopt to achieve

When it comes to the success or failure of a CRM strategy, adoption is key.  There are a number of reasons why a business might not fully adopt or implement a CRM system or strategy, but one of the biggest problems occurs when implementation never has a chance to happen.

Here are some ways to help ensure adoption happens:

  1. Make the experience valuable to end users.  First and foremost, implementing a CRM system and strategy is not a technology project; it’s a business project.  Make it clear how CRM will make life easier for everyone involved.  Overall, CRM implementation should improve the efficiency and effectiveness of users in all departments and improve the customer experience as an end result.

  2. Don’t skimp on comprehensive training.  In many cases, when the CRM strategy isn’t fully adopted or the system is only partially used, it is due to lack of training.  It is difficult to recover from a poor start, so be sure to make a strong start by offering comprehensive training and refreshing that training over time.

  3. Start simple.  Don’t start off using the CRM system to its maximum capacity; instead, keep implementation simple and straightforward.  Many employees won’t want to use the system if they don’t understand it or if it seems too complicated.  Ease into it and build more robust customer files and reports as everyone acclimates to it.

  4. Make sure management is on board.  Never let the staff believe that the use of the CRM system is optional.  This means that everyone from the bottom of the ladder to the top needs to be on board. 

  5. Use it or lose it.  This might be obvious, but if no one uses the CRM system or implements the strategy, it will fail.  Make sure that all departments use the system consistently and work together to integrate their reporting, analysis, and customer management schemes. 

Each and every business will have a unique CRM implementation plan, but these steps should help any business move down the path to success.

Source:  http://customerthink.com/adoption-is-everything-5-ways-to-reach-your-goals-2/

CRM: Control impulses by controlling cost

When it comes to the most expensive software requirements, it isn’t the ones that cost a lot to launch – it’s the ones that should have never been started in the first place.  This is particularly true in customer relationship management (CRM).

Excessive CRM customisation requirements are typically caused by these factors:

  • Managers are dazzled by demos and testimonials and are therefore over-optimistic.
  • The manager in charge of finding a CRM solution has done too much to overcome internal opposition.
  • A previous CRM system was over-customised and therefore any subsequent solution also requires a high degree of customisation.
  • Managers are confused about the true nature and capability of the CRM system.
  • Users are too optimistic about the system’s ease of use.

When the ends justify the means

Sometimes, it is a good idea to customise the CRM system and invest in a few bells and whistles.  This is acceptable when it adds value to the business.  For example, if certain expenditures can help to improve revenues, decrease costs, or boost customer loyalty, it may be worth it.  If this is not the case, it may just be an "impulse buy" that only leads to spending more money than is advisable.

Remember, CRM isn’t just about the software a business implements; it is also a strategy.  This means that even with the most robust CRM system, which may have been purchased on a whim, a business could still have dissatisfied customers because they simply do not practise solid CRM strategies to ensure loyal and happy customers.

Source:http://www.networkworld.com/news/2014/051214-in-crm-software-cost-control-281498.html  

Use CRM to build customer loyalty and satisfaction

Building a sustainable business depends more heavily on the loyalty of existing customers than it does on adding new clients. However, ensuring repeat business is a big challenge.

Every business owner knows that they need to figure out what customers need and then do it better. These are lofty principles, so it is not really surprising to find that many businesses tend to focus on customer relationship management (CRM) to build customer loyalty. In order to do this successfully, it is useful to know exactly what customer loyalty is.

The first thing business managers must remember is that their CRM system is not worth a thing without a solid customer service strategy in place. In order to lock this down, the differences between customer satisfaction and customer loyalty must be made clear.

A loyal customer is one who will come back to make repeated purchases. However, loyal customers might come back again and again out of necessity, not because they are satisfied. This is more of an enforced loyalty rather than true loyalty. Strong loyalty occurs when a customer actually wants to continue the business relationship.

CRM can be used to help determine what kind of loyalty a customer is exhibiting, and it can also help a business combat enforced loyalty over true loyalty. There are a few ways it can accomplish this. First, CRM can help start conversations with customers, capture data, and track results. It can also help keep track of details that help ensure that customers feel taken care of. Finally, CRM allows businesses to maintain regular follow-ups with customers.

Sources:http://it.toolbox.com/blogs/insidecrm/building-customer-loyalty-with-crm-solutions-61322

Don’t automate bad practises with CRM

Today, most businesses recognise the financial value that they can gain by improving their customer experience and are now focusing on more efficient customer relationship management (CRM) systems.

Despite this, many companies focus too heavily on the CRM technology rather than their overall strategy, which can actually end up hurting the very thing they are trying to enhance: the customer experience.

It is vital to remember not to use the CRM system to automate bad practises and behaviours.  Instead, it should be used to eradicate those things and boost the bottom line in the long run.

How do businesses break these bad habits?  First of all, they need to have an in-depth understanding of how their customers define a meaningful experience and learn from it.  Any and all CRM strategy practises should be based on this information.

Getting rid of bad behaviour

Getting rid of bad behaviour is sometimes easier said than done, but it is possible.  Improve the customer relationship and experience by making changes across every point of contact with the organisation, from the sales and marketing teams to collections and customer service.  It is also important to maintain the high-quality experience throughout the business-customer relationship, not just when selling.

CRM technology has come a long way in recent years, but that doesn’t mean that it is the only aspect of maintaining and enhancing the customer relationship.  Don’t be swept away by technology’s promise; focus on understanding what the customer wants and how to make that happen.

Source: http://www.huffingtonpost.com/ernan-roman/dont-use-crm-to-automate-_b_5313263.html?utm_hp_ref=business&ir=Business

 

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/

 


 

 


MyCRM Daily CRM News 19112014

Here is the latest from our round up of CRM industry news.   Today we firstly look at a story from Enterprise Apps Today talking about the importance of improving customer focus.

Moving onto utilising external data into your business, compatibility with your current systems and three great tips for implementing CRM within your business.

Bringing customer focus to CRM

Customer relationship management (CRM) systems are intended to organise data on customers and sales practises.  They are not designed to actually improve customer relationships; that’s where the CRM strategy comes in.Without a customer relationship, is there really any point in implementing a CRM system? 

Instead of trying to put everything into the CRM system and ending up with too much data that is impossible to sort through, here are four important tips that can help every business manager bring the customer focus back to CRM. 

  1. Don’t try to do it all.  The best way to get started with a solid CRM strategy is to start off slowly and focus on an initial plan point.  Ease into it rather than trying to do everything that the CRM system is capable of all at once.  

  1. Make sure CRM support is ready.  The marketing, service, and sales teams all must be trained on the new processes and workflows that help them deliver excellent customer service.  Each department should be aware of the other’s policies and procedures so that no one is in the dark.
  2. Give customer service reps information.  Ideally, the CRM system will bring all channels, processes, and context together within a single mechanism that everyone has access to.  This allows customer service representatives to do their job because they will have access to complete and consistent data at all times.
  3. Keep the customer’s perspective in mind.  Offering a tailored experience to customers as they interact with the company is an excellent way to build a loyal client base.  At every step, make sure that the context is understood and content is relevant to the customer.  Allow customers to customise their own experience when possible. 

Source: http://www.enterpriseappstoday.com/crm/how-to-bring-customer-focus-to-crm.html 

The benefits of integrating CRM data from different sources

Customer relationship management (CRM) software allows business managers to create reports from different data sources to produce robust information that can really help to boost the bottom line.

A good CRM system will use both external and internal data sources to integrate related facts and information and report on the findings.  Internally, the system uses the data obtained and maintained by the business, such as account data and general business information.  External data sources come from outside the business and can shed new light onto business practises.

All managers know the value of comparing a report showing only internal information with one that interprets and analyses information from a number of sources.  The evolution of CRM software has made this type of reporting even better, with findings based on comparative analysis, deductive analysis, and predictive analysis.

Preferences, configurations, and settings are all customisable within the CRM system application to the extent that managers can set rules and special conditions that shape their analytical findings to match the business’ needs.  However, it is worth mentioning that the CRM system is still capable of producing business intelligence dynamically.

An integrated CRM system with both internal and external sources is an invaluable asset to any business hoping to find niche data to help hone marketing campaigns and retain existing customers.  A streamlined and integrated system can also improve the productivity of the sales and marketing departments, provide multichannel access to customer data, and give a clearer insight into customers.

So, why would any business not want a fully integrated CRM system in this Information Age?  Given all of these benefits, it simply doesn’t make sense not to have one.

Source: http://it.toolbox.com/blogs/insidecrm/integrate-crm-data-from-different-data-sources-61112 

Is your CRM system compatible with other applications?

If there is one lesson that children learn at an early age, it is the importance of playing well with others.  This same principle should apply to a business’s customer relationship management (CRM) system.

In today’s world, many companies need to work with other businesses in order to sell their goods and services.  This means that in addition to maintaining relationships with their customers, they must also manage relationships with their business partners.

Most CRM systems are actually designed to achieve this dual goal, but some of them do a better job of integrating with third-party applications than others.  In fact, some CRM systems have add-ons that are made for partnership management.  These add-ons often work to help manage the reseller-seller channel better.

Partner relationship management (PRM) applications

Many companies simply don’t use the add-ons available to them or their CRM system doesn’t integrate sufficiently, so managers often resort to spreadsheets to manage their partner relationships.  However, there is a subclass of CRM systems that focuses on partner relationship management, which is mostly marketed to larger companies.

PRM systems are usually marketed to larger companies because they often have a more complex operating system and maintain multiple relationships with a variety of sales channels.  However, a PRM system could benefit smaller organisations as long as there are resources to integrate it.

For smaller companies that don’t have the time or financial resources to fully implement a proper PRM system, their existing CRM system can be used to manage both customer and partner relationships.  This means that they will need to make use of the available add-ons or make customisations to their workflow.

Support:
http://it.toolbox.com/blogs/insidecrm/partner-relationship-management-can-your-crm-play-well-with-others-61276

Three great tips for smooth CRM implementation

There comes a time when a business can no longer squeeze efficiency and performance out of its legacy system, which means that existing workarounds are simply not making the cut.  When this happens, it is time for a customer relationship management (CRM) system to be adopted.

Adopting a CRM system sounds like a great idea; after all, it can reduce the workload, improve efficiency, boost sales, and make customers even happier.  However, it is the implementation that can wreak havoc on daily operations, especially when no one is prepared.

Successful CRM isn’t just about getting the software to work. It is also about complementing processes and people connected with it. In order to make the most of implementation, keep the following tips in mind:

  1. Never assume.  Get rid of all assumptions and the mind-set that certain things must be done a specific way.  Evaluate business processes and eliminate extraneous steps.  This can be done before implementation.

  2. Start off small and build from there.  Regardless of the developer, CRM systems are robust and offer a ton of features including reporting, processing, integration, communications, and tracking.  There is no rule that says a business must use them all right away.  Start off with the easy stuff and take it from there.

  3. Listen to the staff.  The most important voice to hear, apart from the customer, is the staff.  After all, the staff will be the ones using the CRM system daily and dealing with the customers.  Give employees the opportunity to learn about the new technology and embrace it.  Sharing their concerns is beneficial to the entire organisation.

By making the implementation process as smooth as possible, the end goal of a cleaner, more organised operation will inevitably be achieved.  Keep in mind that this is a process as much as it is a goal; adopting a CRM system is only as effective as its implementation and practise. 

Source: http://campustechnology.com/articles/2014/05/07/how-to-prepare-for-a-successful-crm-implementation.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

 

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/

 

 


Drive your business forward and profit up with a structured marketing approach.

I recently attend a very interesting seminar on business positioning and growth and in a number of blog posts I would like to cover some of the key things that were highlighted as a forward thinking business proposition.

We all know the importance of having a good CRM system that is implemented correctly within your business right!

Maybe not but it is vitally important to have a good understanding of Customer history and Customer needs so CRM is a great place to start.

Some people in the past have said to me of CRM that is just a Database of contacts, and of course technically they are correctly but a good CRM system has

History for active and historical clients, History for Orders and Sales made, any support cases raised notes taken and products recorded.

This post is more about the types of marketing your organisation can implement as part of its customer centralisation with CRM which will attract more sales from the investment already made.

 

We are looking at the 4 key approaches and sometimes these have different name but in principal they achieve the save outcome.  These approaches are defined as follows

  1. Traditional

  2. Distractive

  3. Competition

  4. Disruption.

Below we discuss the approach but these are not marketing methods like email or hard copy or brochure etc. they are the approach that the content will take to drive interest with the end reader or recipient.

Traditional:-

Let’s start with the Traditional first, as it is or has been one of the most common approaches to the way content is presented or delivered to prospects and customers.

The traditional way to present content is with Brand i.e. you logo would be at the top of the advert, or the header of the email.  This is usually followed by a punchline of why the company or organisation in question is so great, then it is usually followed by some text which either details the success of the company or a small part on the services it offers.

Let’s take an example of this with a made up security company

 

_____________________________________________________

ABC Somebody Security

It’s our business to keep your business secure.

ABC Somebody Security is a leading provider and industry

specialist in providing certified and industry standard

security systems and solutions.

 

Contact us today for our latest prices!

 

________________________________________________

 

This type of advert may well be used in an online directory, or a Yellow Pages type publication or even a local newspaper, but you only have to read the few lines to realise that it does not tell you a great deal about the company or its services.

Using this type of advert based on your organisations brand can be limiting at best unless your organisation has a global, national or community identity that consumers or other business owners can identify with, as a trusted provider.

 

Distractive:-

Now let’s take a look at the difference in presenting “Distractive” content, as this is where you organisation has the opportunity to present a solution to a problem by presenting a distraction to gain end readers attention

The distraction is usually identification of a problem that as an individual or as a business owner you may have a solution for.

Let’s take the Security Company again and now create some basic content that would cause a distraction for a person seeing the headline.

 

_______________________________________________________________

Security Cameras Disabled by Wi-Fi Transmitter.

After a detailed investigation at a number of factory and office burglaries

in the west midlands, a certain make of remote activated CCTV

camera has been found to have a weakness that can be

Disconnected by its Wi-Fi connection. 

 

Our advice is that you contact your local supplier for immediate

upgrade to any devices that maybe affected

You can contact ABC Somebody Security and book an engineer today.

 

ABC Somebody Security

It’s our business to keep your business secure.

________________________________________________________________

 

Now obviously the statement you use in distraction marketing approach has to be true and you also need to be able to solve the problem that you have identified otherwise you approach with have a negative response.

 

Competition:-

As the name suggest and is regularly used by many organisations globally, the approach of Competition marketing is very popular and great for grabbing attention.

Some organisation will use this approach of marketing to promote brand i.e. just having individuals register for the competition is enough.

Other organisations will offer an incentive when as a customer you sign up for a service or purchase a product.

Using the example of the security company again, the advert that might be used may look like this!

  

________________________________________________________________

Get the chance to win an iPad mini

In this month competition we are offering the chance to win a new iPad

mini when you have a full audit and inspection of your current security

system cost just £25 – Book today.

 

ABC Somebody Security

It’s our business to keep your business secure.

________________________________________________________________

 

And then finally in this blog post I cover disruption

Disruption:-

Disruption marketing and the approach to, has to be my favourite as it gives your organisation the most flexibility when creating content.  Similar to a distraction campaign above the disruption approach is far more succinct as its purpose is to advise and give examples but then ties the reader back to the end point of the service that is on offer by your organisation.

One great way to create disruption marketing is by creating blog posts, editorial in hard copy or case studies, as disruption marketing is the purpose of getting a reader to consume information about a topic that might not be directly linked to the company providing it but highlights areas of interest that the company providing it can help with.

For instance we could take the security company one more time and show some editorial content, but this time the content would be used in conjunction with MyCRM as it would be a case study

 

________________________________________________________________

Customer Service Award for

ABC Somebody Security Group

As part of the Annual Security awards ABC Somebody Security Group has been

Awarded and named as the overall winner of the converted price of

best Customer Service

 

As part of ABC Somebody Securities overall growth plan a number

of projects were put in place to implemented a cloud based service

from the Team at MyCRM, the MyCRM team took advantage to advise

on overall approach to customer data and use of technology in the field. 

 

It is believed by the management of ABC Somebody Security that the

investment in technology and customer service implementation

contributed to the overall success of the company’s growth in

2013 and to them winning the associated Security industries

award for customer service.

 

ABC Somebody Security

It’s our business to keep your business secure.

________________________________________________________________

 

That now covers four different approaches to marketing content, and as you would expect there are other approaches that can be used.

But most import to any business either at start up or established is centralised customer management or better known as CRM. 

To complete any type of marketing campaign you will need to have a well implemented CRM solution like Microsoft Dynamics CRM from managed service provider MyCRM.

To find out more please visit our web site at www.mycrmgroup.com.

And if you have read thus far then thank you for reading our blog, and this post is an example of Disruption content.


MyCRM Weekly News Round Up 12/8 – Latest CRM articles.

Each week, we like to try and bring you 5 topics from across the spectrum relating to CRM news from various news and blog sites.  This week we have found our top 5 topics with links to the relevant sites

1.CRM software industry grew significantly in 2013

According to recent analysis by Gartner, the customer relationship management (CRM) software industry grew by about 14 per cent globally last year, and the numbers for 2014 are looking very positive.

The Gartner report, called "Market Share Analysis: Customer Relationship Management Software, Worldwide, 2013", indicates that there was a very strong demand for SaaS, or software as a service, a category that includes CRM software. 

Back in 2012, the CRM software market was worth around £10 billion.  Last year, CRM software revenue was almost £12 billion.

The report also shows that the competition within the CRM software industry has become even fiercer than before, with the top five players comprising almost 50 per cent of the sector’s total revenue.  Microsoft CRM was in the top five.

Customer experience and digital marketing initiatives are the main driving forces of the CRM software market.

"CRM will be at the heart of digital initiatives in coming years," stated Joanne Correia, Gartner’s VP of research.  "This is one technology area that will get funding because digital business is critical for companies to remain competitive."

It is worth mentioning that the IT services, communications, and media industries happen to be the biggest spenders within the CRM software market, primarily because they focus on large groups, which tend to use call centres.  These industries also require strong analytics in order to improve the overall customer experience – a principle of any CRM strategy.

Source:

http://www.techradar.com/news/software/business-software/global-crm-market-shows-strong-growth-in-2013-1247155?attr=all

 

2.CRM secrets every small business should know 

The internet can be a difficult place to compete, especially for small businesses.  However, small businesses can thrive online with the right strategy and plenty of focus.

That’s where CRM – customer relationship management – comes into play.  The customer experience is what drives sales and builds a loyal, satisfied clientele.  Small businesses simply need to identify their strengths and build on them to make their customers happy.

The small business competitive edge

Small businesses often have an advantage over their larger counterparts because they can take the time to really get to know their customers.  The competitive edge here is that small businesses can offer things that big business cannot, such as personalisation.  Get to know the customers and give them the benefit of small business customer familiarity.

Be knowledgeable

A strong CRM strategy doesn’t mean just investing in the latest CRM software; it means also taking action to provide the best possible customer experience.  That is why businesses should have knowledgeable staff members who are prepared to answer any and all questions.  Investing in additional training for sales and customer service staff is always a good idea.

Act like a small business

Even the savviest of customers appreciate the feeling they have when they patronise a mom-and-pop shop, which is why small businesses should act like small businesses, albeit carefully.  Emphasising staff training, as mentioned above, is a must.  However, it goes further than that. Make sure the staff spends time with customers, either via the chat programme, emailing or even on the phone.

These ideas aren’t exactly revolutionary, but they do often fall by the wayside as small businesses try to compete with larger companies in their respective sectors.  All too often, they forget that there is a certain advantage to being a small company.  Remember, CRM is so much more than a programme; it is also a strategy.

Source: http://www.crmbuyer.com/story/80280.html

 

3. When CRM fails, it is usually because of the team

Many times, CRM is thought to simply be a technology, but it is not so much a technology as it is a business discipline.  However, it is not a discipline to be practised by one person; it is actually a group effort.  Everyone in the business must be committed to CRM to enhance the overall customer experience.

However, CRM practises aren’t always embraced right away, often because implementing a solid CRM strategy comes with integrating CRM software.  There is always a learning curve, and a little bit of time is usually needed to adjust to the new system.

Sometimes, management deems CRM to have failed, but why?  In most cases, the cause isn’t the CRM system but rather the failure of those using the system to fully embrace it. 

Here is a look at the staff that can often make the most – or the worst – of a new CRM strategy or system.

  • Sales executives.  Often, a new CRM system is brought in because of perceived problems in the sales process.  However, if the executives don’t fully buy into the strategy or system, there will be no benefits.  Even if the sales team uses the programme, the data will go to waste if the higher-ups aren’t using it.

  • Support staff.  Customer service representatives are constantly in contact with customers and play a huge role in building loyalty.  If these employees see entering data into the CRM system as optional, the bottom line will fall.  Make sure that the support team enters everything they can into the CRM system.

  • Marketing department.  If the marketing department doesn’t add sufficient information about each lead into the CRM system, how will sales and support know what the next step is?  If sales and marketing aren’t communicating, customers could feel neglected and might not trust the business.

  • Sales staff.  There is no doubt that the more information a salesperson has about a particular customer, the more likely they are to close that deal.  Often, the failure of sales staff to use the CRM system effectively starts with leadership. 

The success of the CRM strategy should be shared with all employees so that everyone commits to its adoption.  Remember, this is a team effort!

Source: http://www.crmbuyer.com/story/80382.html

 

4. Improve fitness sales with a CRM system

An increase in sales is always good for the bottom line in any industry, which is why even fitness facilities should consider adopting a customer relationship management (CRM) system.

Tracking sales opportunities, analysing customer data, and predictive analysis are all essential tools to a business’s success.  They are all also very difficult to achieve without an automated system.  That’s where CRM software comes in.  A CRM programme turns these challenges into opportunities by uniting the sales, marketing, and customer service departments via a single platform that everyone has access to.

It doesn’t matter what size a facility is or its service scope; a good CRM system is a must-have for any company that wants to attract and keep members.  Often, the perception that CRM is only for large businesses stops smaller companies from taking advantage of the benefits that CRM has to offer.  Remember, CRM isn’t just about the software – it is also a strategy.

Getting to know the customer is not a trend.  It is a legitimate business strategy that can reap long-term rewards.

So, how can a CRM system help a fitness facility?  First of all, the cost of finding new customers is more expensive that retaining existing ones.  A CRM system can help increase sales by helping marry customer needs with facility strengths to keep customers happy and loyal.

Another way that a CRM system can help boost sales is through better lead management.  The days of losing hot leads are gone when everyone on the sales team has access to up-to-the-minute information.  This means a decrease in response time and more efficient customer service.

So, what’s the delay?  Invest in a CRM system right away!

Source: http://clubindustry.com/resourcebeat/crm-software-makes-selling-easy-your-fitness-facility

 

5. Turning CRM around with reporting tools 

Business intelligence, or BI, is a vital tool that helps businesses make the most of their efforts.  Often, BI is thought to be limited to customer information, but that isn’t exactly the case.  In reality, BI plays an important role in the CRM strategy.

The CRM system helps businesses gather lots of information about leads, customers, and sales practises, but it can also help record data about the way a business actually uses its CRM strategy.  This can be a great help to any business, but the trick is actually using the reporting tools to turn the CRM strategy around.

One of the great “forgotten features” of the CRM system is the internal reporting.  This is unfortunate because there is so much it can do for a business.

Using the tools

If more businesses would simply use the internal reporting tools that come with the CRM system, they would have a much clearer understanding of their business’s efforts.  Knowing how widely, how frequently, and which employees use the system is extremely beneficial in understanding the effect the CRM strategy has on the company’s success. This information can help determine which departments are lagging in performance and which ones are excelling.

The internal reporting tools can also provide evidence of patterns, which might help managers coach personnel to improve their use of the system and increase sales.  These patterns can also help identify leadership issues.

There is a lot that CRM can teach managers about the business itself, and it can teach them even more about the customers.  So, if business owners are open to learning these lessons, they should make better use of the reporting tools in their CRM system.

Source: http://www.crmbuyer.com/story/80365.html

 

 

About MyCRM 

MyCRM limited are a managed service CRM provider of Microsoft Dynamics CRM, currently in our 5th year of trading with customers in 26 countries.  We can provide either a full managed service platform based on Microsoft technology or have a range of software extensions though our App Store which enables end organization’s to adapt and extend their CRM systems.  We have a full in house product design and development team, along with support and service team to help organization get the best from their Microsoft Dynamics CRM implementation.

Contact http://www.mycrmgroup.com/

App Store & Download Centre http://downloads.mycrmgroup.com/

 

 

 

 

 

MyCRM News round-up 5 top articles on CRM topics

Here is the latest news update, we have been trawling the CRM news channels and blogs once again to get some of the latest stories and articles and include one of our own press release this week

 

MyCRM launch eMap 1.2 for Microsoft Dynamics CRM

“eMap 1.2 is the first release with the integrated data service giving access to over 60 million business records, and completes a milestone that has been in the plan for some time” stated Sales and Marketing Director, Alistair Dickinson

Source: http://www.prweb.com/releases/mycrm/bingmaps/prweb12026598.htm

 

Why every business needs a CRM champion

In the industry, the person who takes responsibility for a company’s CRM strategy is known as the "CRM champion."  This person doesn’t mess around; he or she knows that the main factor in the business’ profit chain is the customer.

The CRM champion must know all the ins and outs of the CRM system and should always be working on honing the company’s CRM strategy; otherwise, sales will suffer.

Here are some reasons every business needs a dedicated CRM champion:

  1. To keep CRM relevant at the executive level.  The CRM champion works to bring the big picture of the CRM strategy to the executive level.  He or she will work with every department to ensure that the strategy is effective and cost-efficient.

  2. To implement cost strategy.  Implementing a CRM system and strategy can get expensive, and the CRM champion should focus on making sure that the process is successful in every way from conception to launch.  As long as timelines, balanced budgets, and quality assurance are accomplished, there is success.

  3. To act as a liaison between tech and staff.  Coordinating all operations for the CRM system implementation can be a challenge, especially when it involves so many different departments: sales, tech, management.  The CRM champion should be able to speak tech just as easily as sales.

  4. To handle CRM-related questions.  There has to be a go-to person when questions related to the CRM implementation come up, and that’s the CRM champion.  He or she should be the ultimate authority on the project and be able to provide a realistic resolution.

 

Source: http://it.toolbox.com/blogs/insidecrm/3-reasons-your-business-needs-a-crm-champion-61071

 

The basics: analytical CRM

One of the newer terms in customer relationship management (CRM) is "analytical CRM," but what does this really mean?

In its purest form, analytical CRM is the process of supporting decision-making practises that increase the customer experience and improve customer interactions.  Analytical CRM spans the gamut from data mining and simple reporting to predictive analytics. 

What does analytical CRM entail?

The truth is, most companies already engage in analytical CRM and don’t even realise it; the simple act of reporting on activities fits the bill.  Sales activity reports, conversion reports, or any other similar report is part of typical sales management and is considered to be analytical CRM, although just barely.

Analytical CRM isn’t just simple reporting.  It does get a lot more complex.  Massive, computing-intensive efforts that run automatically, email blasts based on pre-set customer criteria, and other actions, which are typically derived from predictive analytics, are also within the range of analytical CRM.

Reporting does a company good

In general, most companies would benefit from more robust reporting.  While it is true that too much data can be a problem, using only the standard reporting tools from the CRM system is just the starting point.  Every CRM system allows users to customise the reporting features to a certain extent, so managers should do so with more focus.

Having a solid summary and interpretation of information on every level is important to truly understanding the customer experience and improving the impact of CRM strategies overall.  The key is to use customised reporting in small, incremental steps to truly garner the benefits of analytical CRM.

Source:  http://it.toolbox.com/blogs/insidecrm/what-is-analytical-crm-and-when-do-you-need-it-59281?reftrk=no&trdref=4232425265674d61696c696e673a496e736964652d43524d

 

Learning from your customers

Companies spend vast amounts of money on customer relationship management (CRM), market research, and analytics to figure out what customers want.  What many of these companies are not doing is simply asking their customers what they want.  This is something that can go a surprisingly long way.

Remember, giving the client base a voice is an important way to enhance the overall customer experience. So, what are some good ways to source information from customers?

 

  1. Ask the customers directly.  Taking the time to just ask customers what they want is well worth it.  Managers may find that customers want to learn more about a particular product or service or they may want to see a new variant of customer service.  Talking to customers and finding out what they want is a great way to learn from them and also a great way to build loyalty. 

  2. Find out what your customers are reading.  Integrating some marketing automation software into the CRM system can help correlate content downloads with sales and make connections as to what might be a trigger.  Often, a buyer’s online journey begins with some piece of content and ends with a visit to a site, resulting in a sale.  If businesses know what their clients are reading, they may be able to reach even more potential customers.

  3. Talk to the sales team.  There is no other department that deals with customers more frequently, so talk to the sales team.  The sales staff typically knows what customers are thinking about during the sales process.  It may also be a good idea to use the sales team to find out more from the customers, which goes back to the first point.  Have the sales people ask if there is anything that could have helped make the process easier.

 

Businesses have an obligation to keep their customers as informed and appreciated as possible while providing the best in services or products.  The customer experience is based on the interaction between client and company, so take advantage of it and learn from it.

Source: http://www.crmbuyer.com/story/80246.html

 

Common CRM mistakes and how to avoid them

Sometimes, the customer relationship management (CRM) strategies a business implements just don’t seem to be working, even with all the tools, analytics, and technology available.  Every manager knows that when the customer experience leaves a bad taste, business suffers.

Here is a look at some of the most common CRM mistakes and what managers can do to rectify them.

 

  • Conducting business piecemeal.  It’s obvious when companies are doing things half-heartedly.  Simply installing a CRM system doesn’t solve the issue; implementing best practises and focusing on customer service goes a long way.

  • Not taking a holistic approach.  All too often, marketers think about individual campaigns, not the big picture.  A strategy with a proactive approach to customer service actually enhances the customer experience.  This means maintaining customer service beyond the sale.

  • Using poor data.  Many customers are savvier than business owners think.  It is time to improve the quality of data and shift from a transaction-based data set to an opt-in preference-based data set to drive personalised communications and offers.

  • Using the wrong metrics to measure success.  Today’s customer typically judges a company based on the overall experience, not just the product.  So, businesses should stop looking at short-term sales and ROI from single campaigns and start looking at performance over time.

Boosting the bottom line isn’t just about numbers, it’s about experience.  That is precisely why a strong CRM strategy is required.  Businesses should try to understand the customer journey from the customer’s perspective to truly satisfy their needs.

Source: http://www.business2community.com/customer-experience/6-customer-experience-mistakes-dont-want-make-0847726#!FO8JT

 

About MyCRM

MyCRM limited are a managed service CRM provider of Microsoft Dynamics CRM, currently in our 5th year of trading with customers in 26 countries.  We can provide either a full managed service platform based on Microsoft technology or have a range of software extensions though our App Store which enables end organization’s to adapt and extend their CRM systems.  We have a full in house product design and development team, along with support and service team to help organization get the best from their Microsoft Dynamics CRM implementation.

Contact http://www.mycrmgroup.com/

App Store http://downloads.mycrmgroup.com/