MyCRM News round-up 5 top articles on CRM topics

by Alistair (MyCRM) 30 July 2014 12:20

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



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.




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.



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.



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.



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.


App Store

Latest CRM News from the MyCRM Team

by Alistair (MyCRM) 25 June 2014 13:44

As usual this week we have been reviewing a number of great articles around the web on CRM and how businesses make best use of some or all of the functions.  Today we have 4 news articles in our News Cast summary below :- 

  1. Mobile CRM and security issues
  2. What to do when CRM isn’t working
  3. Time to call it quits on your CRM platform
  4. Has the CRM revolution already happened? 


1.Mobile CRM and security issues


In the past couple of years, there has been much in the way of innovation for customer relationship management, or CRM.  One of these great innovations happens to be mobile CRM.

As it stands, more and more companies are rightfully adding mobile capabilities to their collection of business strategies.  The mobile revolution is here.  Mobilising CRM can help lower sales costs, improve customer service, and boost relationship visibility.  However, mobile CRM is not without risk.

Here is a look at the biggest security issues that come with mobile CRM.  Knowing about these risks is half the battle.

Compliance issues

When customers bring their own mobile devices to the mix, it is really hard to make sure that they are within compliance of government rules and regulations.  One way to deal with this issue is to mitigate the risk ahead of the game by getting the IT department involved.  This way, if a mobile device is stolen, there are ways to have sensitive material wiped clean easily and effectively.

Data loss

Data loss is a big deal.  The risk of customer data being lost or compromised is a very serious issue.  Mobile devices are lost or stolen all the time, so it is up to the organisation to ensure that sensitive information accessible through that device is secured.


With mobile CRM, there are going to be privacy issues.  How is customer data protected?  How is corporate data protected?  Make company policies clear and enforceable and make sure that users are aware of them.

Mobile CRM will inevitably open doors for organisations across the globe, but it has to be done correctly.  As long as the risks, such as those above, are dealt with early, there is no doubt that mobile CRM can help a company improve customer relationships and build their brand.



2.What to do when CRM isn’t working


It is true that having a quality customer relationship management (CRM) programme is essential to help grow a business, but what many managers fail to realise is that it takes more than simply having the software to succeed.

Here are some examples of when CRM just isn’t working and what to do about it.

Unpredictable sales

When managers have very little information about when and how sales opportunities close, the result can be unpredictable sales.  This usually occurs when the sales process isn’t clear and there is a lack of incentive for reporting.  A good remedy for this problem is to have the sales team document how and why customers make the purchase.

Too few prospects

Often, organisations report that there is a lack of prospects out there.  Sometimes, prospecting seems futile because there is very little time for sales staff to actually get out there and hunt for them when they are servicing actual customers.  This might be the result of an understaffed sales team or a weak department.  Use rewards, upselling, and additional training to combat this issue.

Prospecting just isn’t working

If the sales team starts complaining that the act of prospecting just isn’t converting to any sales at all, it may be time to take another look at the current strategy.  The organisation’s core value proposition, lead generation, and marketing schemes may be problematic.  When this issue arises, it is a good time to assess whether the sales force is effective or deficient or if there is something else at play.

Ultimately, it is the business owner’s responsibility to define how his or her company is to find, retain, and grow customers.  It is important to work with the sales team to generate goals and understand what is working and what is not.

Incorporating these tips into a solid CRM strategy with an effective programme will definitely benefit the business over time.




3.Time to call it quits on your CRM platform?


Customer relationship management, or CRM, can be a beacon of light for many managers, giving them valuable insight on everything that is going on with their customer accounts.  A good CRM platform does exactly that.

An ineffective CRM platform can cause more damage than it prevents.  It can quickly become a burden requiring frequent updates and eating up resources.  So, how does a business owner know when it is time to move on?

Here are some quick ways to determine if it might be time to consider a new CRM programme.

  • The CRM doesn’t sync with address books.  A good CRM platform will easily sync with the address book in most email clients, smartphones, and tablets.  If this is not happening, it will become difficult to keep up with the latest leads and accurate customer information. 

  • The CRM doesn’t automatically connect with email.  If it is up to the employee to remember to log into the CRM system and log an email or communication, something is very, very wrong.  The CRM platform should automatically connect with email so that this is done immediately.

  • The CRM doesn’t sync with the calendar.  Whether the office is set up on Macs or PCs, the CRM system should easily sync with the calendar and allow the import and export of customer meetings and other events.  This helps to keep things organised, streamlined, and smooth.

  • Sales are the only focus of the CRM system.  Customer relationship management goes far beyond sales and often begins well before that point.  An effective CRM system helps managers understand every aspect of a customer’s life cycle, from lead to conversion and beyond. 


Maintain a meaningful business relationship by having a robust, well organised, and up-to-date CRM system that integrates important customer contacts, events, communications, statuses, and timelines.



4.Has the CRM revolution already happened?


Over the past few years, there is no question that communication methods have changed, and with those changes, business owners have had to also change their CRM (customer relationship management) strategies.  This is, perhaps, precisely why social CRM is on the horizon as the "next big thing."

Some people may wonder if the CRM revolution has already occurred?  Or is it happening now?

There are a lot of organisations out there that want to engage their customers and keep them, and many look to CRM platforms and strategies to do so.  However, so many of these same organisations just aren’t getting it right.

When CRM works, it works well despite the fact that the biggest thinkers in the industry are disappointed to say that technology hasn’t quite caught up with it yet.  As time goes on, CRM users are building their abilities and honing in on how to please customers and organise data efficiently.

So, what is next on the CRM horizon – that CRM revolution, so to speak?  Mobile CRM, business intelligence, and social CRM are the big three right now.  Here’s a quick look at each.


  1. Mobile CRM.  There is going to be a lot of talk about mobile CRM because mobility is such a big part of today’s society.  However, it is not so cut-and-dry; it’s not simple to just put an existing CRM system onto a smartphone, for example.  CRM developers are going to need better ways of incorporating data via mobile devices and apply it to everyday operations.

  2. Business intelligence.  There is no shortage of business intelligence solutions out there. However, there needs to be a better way to integrate CRM and marketing automation, which will inevitably lead to better analytics and stronger sales.

  3. Social CRM.  People are constantly changing the way they communicate and interact. The plethora of social media platforms that have sprouted up over the past couple of years is evidence of that.  With these communication changes, CRM systems must also evolve.  Businesses that stay ahead of the curve will likely see the most success.




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

About MyCRM

Here at my CRM we offer our customers 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.


MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here

The secret to successful customer engagement

by Alistair (MyCRM) 19 June 2014 11:37

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.



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

About MyCRM

Here at my CRM we offer our customers 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.


MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here


Social collaboration and Social CRM to improve competitive edge

by Alistair (MyCRM) 19 June 2014 10:10

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.


The product and development at MyCRM are working on a perfect solution for social integration and not just for


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


About MyCRM

Here at my CRM we offer our customers 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.


MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here


Using CRM for small business

by Alistair (MyCRM) 27 May 2014 11:49

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

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.




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

About MyCRM

Here at my CRM we offer our customers 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.

MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here



Usability and functionality features pay off for CRM providers

by Alistair (MyCRM) 27 May 2014 11:31

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.



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


About MyCRM

Here at my CRM we offer our customers 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.


MyCRM Download Centre and App Store

You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here


Mid-Week CRM round up from MyCRM

by Alistair (MyCRM) 08 May 2014 12:02

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.



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.




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.



If you would like to find out more about Microsoft Dynamics CRM and take a trial for your business then you can register here


About MyCRM

Here at my CRM we offer our customers 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.



Latest news cast from the CRM industry

by Alistair (MyCRM) 06 May 2014 12:22

Some great articles in the last couple of weeks although we have had the usual Easter and Mayday lull here in the UK, So now we are back at full steam I have collated 5 of the latest articles that might be of interest.

Also don’t forget If you would like to take a trial on the MyCRM 2013 platform don’t for get to register here


Ok back to the news!!

Almost half of businesses say cloud adoption is a "go"

According to a recent Microsoft-commissioned study, nearly half of organisations are in the process of adopting the cloud.  Additionally, about 33 per cent of companies already have a solid cloud computing plan.

The “Hosting and Cloud Go Mainstream: 2014” study also sought to find the best practises for cloud computing with the top four being having a well-defined security architecture, knowing the end users, training users on access and security, and having a well-defined performance architecture.  The study also indicated that 26 per cent of on-premises spending was on private cloud development.

A majority of respondents – about 70 per cent – also indicated that they secure website hosting, with 64 per cent procuring backup and storage services and 56 per cent paying for dedicated servers.  The findings do indicate that spending on public cloud will likely remain the same for the next two years at about 25 per cent, whilst the spending on hosting for private clouds is expected to rise to about 32 per cent.

Experts believe that hosted private cloud is a natural gateway to hybrid cloud environments for many business customers.  More and more companies have transitioned away from the discovery phase and are moving into deploying cloud solutions.

Cloud deployments are only expected to increase, which leads to security concerns for business owners and IT professionals alike.  The study asked respondents about security, and 60 per cent of them indicated that they would be willing to pay for premium security options.

The report focused on more than 2,000 IT professionals working at a number of companies of various sizes throughout 11 different nations including Brazil, Germany, India, the UK, and the United States.



Thinking of changing CRM platforms?

CRM platforms are very important to the success and operations of any business, but many managers still dread the thought of adopting a new one. 

The time required to effectively research all the different CRMs available and implement a platform may seem like a daunting task to many managers, but this can really pay off.  Once a particular product has been chosen, the next step is figuring out a process for organising all the data and integrating the CRM into daily operations as seamlessly as possible.  A major concern is always the risk of losing any and all information already collected on clients.

Most managers will say that their biggest hesitation about changing from one CRM platform to another is the potential loss of data.

Loss of data can happen during the transfer process from one CRM software product to another because each program maps data a little differently.  More and more CRM providers are actually making this process a lot easier and less painful for businesses.

As CRM platforms that integrate well with other software programs become the new mainstay, business managers could find that adopting a new CRM platform significantly benefits their company.  This means using CRMs as more than just a glorified Rolodex and more as a tool for storing, managing, and analysing data.

It is important to keep in mind that a lot of CRMs have similarities between features and navigation, so once the data transfer has taken place, there will be some familiarity.  It is advisable that managers begin with simple things like task management and calendars before moving on to marketing and workflow features.

Picking a provider like MyCRM can help your business gain that momentum that is required for additional grows, as the team at MyCRM have over 20 years of experience and have prebuilt a number of extensions for Microsoft Dynamics CRM 2011 and 2013.



A few considerations for those who need a CRM system

Today, maintaining good industry partner and customer relations is essential to operating a business, which is why a good CRM (Customer Relationship Management) system is so important.  CRMs make it a lot easier to manage such relationships while simultaneously helping managers monitor efficiency and employee productivity.

Luckily, most of today’s CRM systems work really well and can track things like customer contact information, past interactions with clients, invoices, contracts, emails, and even appointments.  Some CRM systems have integrated a bit of project management into their features.  Most even have reporting tools that allow easy monitoring of what actions work and which ones are not getting results.

Although most CRMs are fundamentally similar, they are not all the same and many offer different functionality and price points.  This is why business owners should always take the time to research the options and determine which might be best for their particular company. 

A CRM system must ultimately fit the size of the business, so a more robust CRM system may not make sense for a small business.  Start with a list of functions that are necessary and take it from there.  The amount of functionality one requires will undoubtedly affect price.  Most of today’s CRM systems are operated on a subscription basis.

Something else to consider is how the CRM system will be accessed; there are server-based CRMs, cloud-based CRMs and even web-based CRMs.  Will mobile functionality be a requirement?  If so, it might be worth it to consider a system that works well with smartphones and other mobile devices.  Compatibility is also something to note as there are some CRM systems designed specifically for Mac users while others work only on PCs.  Some have been optimised for both.

It is also possible to customise a CRM system to meet the specific needs of a business.  This could ultimately cost more than a subscription-based product, but it may be well worth it for specialised companies.

The bottom line is that no matter which CRM system is implemented, it will change the way a business operates for the better.

If you are ready to take a trial of Microsoft Dynamics CRM and work with a provider like MyCRM that can help deliver business excellence then you can get a trial from here or see what our customer have to say here



More data isn’t always better

This is a great article and every manager knows that without enough data, it is virtually impossible to make a sound business decision.  However, there is such a thing as too much data, especially in the world of CRM.

The foundation of any CRM system is to track the interaction between businesses and their customers.  However, more records in a system aren’t necessarily better, especially if that data is not of sound quality.

Some tell-tale symptoms of problematic data might include duplicate contact entries, duplicate lead records, improper lead handling, incorrect routing of leads and contacts, unreliable suppression of outbound email marketing, the inability to generate an accurate customer mailing list, and the excessive use of simple text fields.

There is really only one way to resolve data issues in any CRM system and that is to get everyone who uses the system to use it in the same way.  Managers should not assume this is going to be a quick transition as old habits can be difficult to break.

A good rule of thumb is to keep some guidelines on how to treat data.  For example, a name is just a name – usually from an email blast.  It isn’t a lead until the person has expressed interest in the product or service.  Leads transition into contacts once they have reached the next level in the sales process.  Every business is different, but this should give most managers a good base to start from.

Here at MyCRM we can work with you to get best value and understand your data needs and system requirements.




Keeping the best until last

We thought we would keep the next article to last as it shows and confirms the need for Social Media Integration.  This fits well with all the social integration work that MyCRM are now doing to bring different social data streams into Microsoft Dynamics CRM.   It is easy to add data feeds but the integration has to be done in a meaning full way  


Social media changing CRM’s future

Every day, more than two million people open new Twitter accounts. This says a lot about how important social media is in today’s world. 

Thanks to social media, there are plenty of new challenges as well as opportunities within the world of customer relationship management (CRM).  People are using social media to do just about everything, including providing unsolicited customer reviews.

According to a recent survey, around 70 per cent of customer tweets to companies are ignored, and everyone knows that ignoring a customer can cause irreparable damage to one’s business.

Now is the time for companies to begin embracing the connection between customer service and social media.  Some of the biggest companies, such as Zappos and Delta, have begun using platforms such as Twitter to directly communicate with their customers, and those who do are reaping great benefits.

However, incorporating social channels into one’s CRM plan can be a logistical nightmare for the IT department.  Some of the most prominent challenges include the vast amount of social interactions, a new stream of customer data, and operational efficiency.  All that noise needs to be filtered out in order to use social media interactions effectively.

The CRM workflow should ideally prioritise social messages within the context of a customer’s experience and history.  This will allow for the most important data to be collected and used effectively.  Businesses might also look to cloud contact centre systems, which are traditionally better equipped to meet the scale of social interactions but can be seamlessly integrated with existing CRM systems.

Remember, customers want timely responses and positive resolutions, regardless of how they contact the company.  Companies want customer satisfaction and repeat business.  Businesses that listen and respond through all channels, including social media, will inevitably build a solid and loyal customer base.



About MyCRM

Here at my CRM we offer our customers 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.

MyCRM 2013 – Solution Overview

by Alistair (MyCRM) 14 April 2014 16:58

MyCRM Weekly News Round up

by Alistair (MyCRM) 09 April 2014 14:05
Hi and we are back, with the latest rollup of CRM news articles that has been doing the rounds this week
Our first article this week is from Dynamics Business gives the 7 points of why you need a CRM system and covers some very good points, see below
We then follow on with a compelling article about Software subscriptions from Search CRM which being a provider of subscription based software made interesting reading, and finally this time we are looking at an article from Tech Radar.
When a company really needs CRM
When a business first starts operating time and money can be short and all hands really do need to be on deck. In those early days, things often get done any way they can, but how long can that effectively last?
A Customer Relationship Management (CRM) application can really make a difference in managing critical customer information and streamlining everything.  
Here are a few signs that a company really needs to consider CRM.
·         Multiple information sources. Having information in multiple systems and a general air of disorganisation can impact customer service and employee productivity. Everyone should have the same single view of customer history.
·         Tedious reporting. Getting business data and pulling reports is never fun, but it shouldn’t be painful. With CRM, it becomes a lot easier to see sales forecasts, business data and performance reports
·         Data loss. If there isn’t a single source of information, then there is no question that data is being lost.  This can cost time and money. Make sure that data is kept safe and secure, no matter who is working.
·         One-size-fits-all approach to customers. Not all customers are created equal. Targeted marketing and savvy sales approaches can drastically improve the bottom line. A good CRM platform can help to ensure this happens. 
·         Hardly any visibility. As the company grows, it can become more difficult to gain insight into customer interactions and outcomes. It is important to understand exactly how the team is performing.
A good CRM application really is necessary for any growing business. It helps to maintain critical customer information and provides a more detailed and insightful look at the business as a whole.
Do CRM software subscriptions make sense?
In recent news, several CRM companies are reporting significant revenue coming from subscription models, but do these really make sense for the average small- to medium-sized business?
In short, the answer is yes.  Lots of companies can benefit from the CRM subscription model because it is a cost-effective way to deliver solutions to their customers.
Using a subscription model allows companies to gather customer use, billing information, and feedback data, to name a few, all of which can be used to identify trends and patterns, ultimately resulting in happier customers.  Everyone knows that happy customers lead to money in the bank.
The secret to succeeding with the CRM subscription model is to make sure that the business also develops metrics to gauge progress and performance.  Essentially, these can be used in analytics to determine negative situations that could potentially affect the revenue stream.  Such metrics allow managers to see how staff is performing, which customers might need help, and can ultimately prevent customers from becoming frustrated.  
Thanks in part to technology, instant gratification is a huge factor in today’s society, which means that subscriptions have begun to permeate the CRM culture.  Consumers now expect a certain level of service, and the flexibility and accessibility of a subscription model definitely affords that.  Many vendors who do not offer subscription-based CRM solutions may find that they are at a disadvantage.
As the CRM subscription model becomes even more prevalent, the business world will likely see big players such as Microsoft making a more aggressive push into this new arena.
MDM essential to CRM optimisation
According to a recent study by research firm Gartner, master data management (MDM) plays an integral role in the success or failure of customer relationship management (CRM).
In order to successfully interact and serve customers, businesses need to know their customers. CRM has been an effective tool for doing accomplishing this task.  However, before switching to a CRM platform, many organisations store their data in several different places.  MDM helps to check for duplicated information during integration.  It is only after the possibility of duplicates has been eradicated that businesses can truly understand their clients.
MDM is basically a large-scale approach, and it will likely become critical to businesses in the very near future.  In conjunction with a CRM platform, MDM will provide a multichannel view of customer activity and employee performance, and it will open a whole new realm of possibilities for improved marketing, sales, e-commerce and customer service.
The research also suggests that any company operating without MDM between now and 2017 will likely get misleading results that could aggravate customers, resulting in a reduction of 25 per cent in potential gains.  In essence, not having MDM means a very low bottom line.
In the last few years, overall IT spending has been overshadowed by CRM software sales, which means CRM leaders must start to consider the importance of MDM and its benefits and make it part of their strategy.
Latest Updates from MyCRM
We have now launched our MyCRM 2013 version of Microsoft Dynamics CRM 2013 as a managed service and are actively taking trials and migrations.  To find out more please visit MyCRM. 
About MyCRM 
MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here
MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements.
We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here:
As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM Download Centre here

About the author

I have been working, deploying and developing CRM solutions for the past 12 years, and set up MyCRMGroup in 2009 as an ISV and Partner CRM managed hosting company

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