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The Power of Social Media fully unleashed in Microsoft Dynamics CRM.

Implementing the Power of Social Media into Line of Business CRM Systems 

It has been some time since we started our voyage on building a social integration platform.  The code name for the project was Quad1 and this progressed to become Quadrapilla. 

Quadrapilla www.quadrapilla.com has been designed as an integration framework, to enable businesses of all sizes to benefit from the power of social integration into their business marketing, and give the functionality via CRM to promote social consumer awareness of its brands and products.

eSocial Is Coming

The first release of the Quadrapilla platform will be targeted at all users of Microsoft Dynamics CRM. This was a natural starting point for the MyCRM team, and unlike some initial offerings currently available from different Vendors, our eSocial integration to Quadrapilla for Microsoft Dynamics opens up the Social World to CRM users and businesses.

 

 

By consuming a service based Architecture, the Quadrapilla integration offers organisations and end users a huge level of flexibility, as each and every service point can be used to collect and share data. 

Quadrapilla with eSocial integration is not just a one way listening or monitoring tool, it is a fully fledged marketing and campaign tool.  This will enables users and businesses to track social interaction on posts, messages, pictures and video, and will evolve as social media platforms continue to grow and change.

 

One of the key features of the solution is the collation and sharing of known contacts, that can be brought into Quadrapilla and then into CRM as contacts or leads.  News feeds can also be used, so that your Social Media Marketing Manager can receive items that can be reposted if they are of interest.

Reports on activity of interaction are by each story, and if your CRM contacts are linked you can see if these contacts have interacted with your messages on a daily basis.

Social media is vast and is continuing to grow on a daily basis, it is a very powerful marketing strategy for small and medium sized businesses.

Getting a Trial 

If you like the idea of social media marketing integrated into CRM and you would like to trial our solutions for Social Media, then you can pre-register at www.quadrapilla.com  and when we are ready to release, we will send you an email telling how to download the solution.

You can also register on the MyCRM download Centre as eSocial will be available from this platform.

http://downloads.mycrmgroup.com


About MyCRM

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

We are in our 6th 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/


 


 




Is the market changing faster than mobile CRM?

Enabling end users to be more productive with Business CRM

Decades have passed since the launch of early CRM systems from Onyx, Pivotal and Siebel, but the concept is exactly the same, what has changed is the way we work.  CRM and CRM data now has to be mobile and integrated, and available through multi-channels.  In the article we look at some of the key points of why CRM should and can succeed in all business.

There is no question that the trend of consumers using their mobile devices to interact with businesses and make purchases is a continuing phenomenon. It is also no surprise that many companies have implemented CRM systems with mobile capabilities.

However, the mobile market is an ever-changing entity, and many business managers wonder if their mobile CRM systems are keeping up despite the fact that mobile CRM development is one of the quickest evolving areas.

It is important to remember that the main purpose of any CRM system is to provide important insights and consumer patterns. Although the most mobile CRM systems offer these abilities, there is some room for improvement. Better predictive analytics are needed to garner any insights based on mobile-centric consumer behaviours.

What is the solution? Many companies are asking mobile developers to design apps that can interact with users throughout the day in small increments, which may be more conducive to the mobile-environment. Another thing that many companies are starting to expect is multi-channel customer engagement, which allows them to connect with their client base through a variety of channels including social media, websites, and mobile devices.

The bottom line is that some areas of mobile CRM development still need a little work, but others are quite advanced. Keep in mind that mobile technologies are still relatively young, so things should be getting even better in the near future.

Source: http://it.toolbox.com/blogs/insidecrm/is-mobile-crm-development-keeping-up-with-market-changes-65555


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 6th 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/


 


 




Discounted Bing Map Licences for Microsoft CRM Available.

Here at MyCRM we occasionally have discounted eMap Licences including Bing Maps available on new Annual Subscriptions.

We currently have 100 new 10 user licence keys available at a discounted rate of $1000 USD for the year which is a saving of $500 USD.

These keys have to be used and purchased by February 6th 2015.

To get your discounted key please follow the steps below

 

1.      Register on the MyCRM Download Centre here http://downloads.mycrmgroup.com/ and request a eMap Key

 

2.      Email Sales@mycrmgroup.com with the code #Discount500Map and your eMap key

 

3.      Install the MyCRM Licence Manager in CRM

 

4.      Install you Map Key in the MyCRM Licence manager.

 

5.      A payment link will be sent with the associated discount for purchase.

 

We also have 50 new 25 user licence keys available at a discounted rate of $2500 USD for the year which is a saving of $1250 USD.

 

The discount code for the 25 user key is #Discount1250Map and should be emailed to sales@mycrmgroup.com to claim.

 

Our Map solutions are fully compatible with Microsoft Dynamics CRM 2011, CRM 2013 and CRM 2015 for On Premise installations and for CRM Onlineor Partner Hosted


To Find out more about using Bing Maps within Microsoft CRM please visit http://downloads.mycrmgroup.com/eMap2013.aspx


Making CRM work in your industry and sector.

From time to time we always like to review how CRM can be used in different vertical spaces or by different business types, and more recently I came across this story.  CRM as a strategy and it is a strategy, can be used in any businesses that has customers with repeat business.

CRM and the modern auto dealership

The key to success in the modern auto dealership industry is managing customer relationships, but the very nature of the industry presents some unique issues. 

In most cases, dealership customers only buy a car every few years, and that purchase is often a significant portion of their budget.  When people buy cars, they are typically more cautious, do a lot more research, and interact with the dealership a lot differently than they might with other businesses.

Thanks to customer relationship management (CRM) technology, dealerships are getting better at maintaining a solid customer base.  The days of the index card are gone.  Today, a robust CRM system customised to meet the needs of a car dealership helps sales managers keep track of their clients.

The latest CRM systems delve into the needs of the modern car dealership, ranging from scheduling appointments, to social media, to tracking leads.  The system can also help measure the success of marketing campaigns.  All of this is particularly important in the car dealership industry, where interaction with the consumer is at a minimum most of the time.

Because CRM data is powered by consumer insight, car dealerships can maximise that information to make the most of their marketing schemes.  Analysing such data can also help run a more targeted campaign and boost the effectiveness of sales techniques.

Auto dealerships are increasingly recognising that their CRM systems are profit-generating engines that drive business through meaningful customer connections.  CRM has become an essential technology that touches on almost every aspect of a dealership’s operations.

Source: http://www.dealermarketing.com/crm-technology-in-the-modern-dealership/

 

Here at MyCRM we focus on what individual businesses want from a CRM system, and with many years of experience and working with many different types of organisations, we consider ourselves to be well positioned to offer a managed CRM service http://hosted.mycrmgroup.com/



About MyCRM

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

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

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



MyCRM Download Centre and App Store

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


MyCRM Daily CRM News 04-12-2014

Welcome to our CRM daily update

Here are some of the latest CRM posts from around the web


Considering security for CRM

Although security isn’t something most business managers think about when it comes to customer relationship management (CRM) systems, it is something that should be considered. This is particularly true as CRM becomes even more interconnected and customers use a wider range of devices.

Security software

First and foremost, the right security software is essential.  Businesses don’t need to break the bank when it comes to security software.  Sometimes the best solutions are simple and affordable.  What one needs to look for is a firewall as well as both anti-malware and anti-virus protection.  The key is to installing the program and then keeping it up to date.

Encryption

Encryption is another pretty basic security principle that should be considered with a CRM system.  Mobile devices such as tablets and laptops should ultimately be equipped with encryption software.  This software helps prevent unauthorised users from gaining access to sensitive information and is an essential solution in the event that a mobile device goes missing.

Passwords

Companies should implement a strong password system.  Although passwords aren’t the ideal method of security, they are the most common.  A strong password typically consists of more than eight characters and includes letters and numbers as well as special characters.  It is also helpful to require a password change every 30 to 90 days.

Keeping customers informed

Social engineering is a form of trickery that hackers often use to bypass security measures.  Most consumers know this as phishing.  It is the responsibility of the company to keep their clients informed about the latest in phishing attempts and to warn them about giving their password out and never opening attachments or clicking links from unknown senders.

Considering security for CRM is pretty straightforward and usually consists of some fairly simple efforts.   Source:  http://it.toolbox.com/blogs/insidecrm/keeping-your-crm-secure-61627



Is your company customer-centric?

Most business owners know that the customer is king and will say that their company is most definitely customer-centric.  However, this isn’t really always the case.

In fact, most companies are actually sales-centric or product-centric; the customer is not really at the core of their business.  When this happens, businesses alienate their clients and ultimately hurt their bottom line.

“Customer-centric” is so much more than business jargon. It is a concept that fundamentally influences how a business is run.  In such businesses, everything is focused on the customer.  Meeting the customer’s needs should be the goal of every business, but those that are truly customer-centric will strive to not only meet but also exceed the customer’s expectations.

This might sound like a good plan in theory, but actually becoming customer-centric isn’t always as easy as it seems.  Often, major changes to the way the company does business and the company culture are required.  One of these changes is to implement a good customer relationship management (CRM) system.

The CRM system will allow business managers to find out as much as they can about their customers.  Having the basic information is helpful, but customer-centric businesses need to know even more so that they can build a picture of just who their customers are.  Analysing this data allows businesses to anticipate their clients’ needs and build a solid, functional relationship with them that extends for years.

Overall, the benefits of being a customer-centric business include more profitability, a loyal and satisfied customer base, and more sales.

Source:  http://it.toolbox.com/blogs/insidecrm/making-your-company-customercentric-61626



State of Ohio embraces CRM for developmentally disabled residents

Although it’s just in its pilot phase, Ohio has implemented a customer relationship management (CRM) system that is projected to increase collaboration between providers while simultaneously improving person-centred care throughout the state.

The new CRM-based system, known as "imagine", was recently implemented by the Ohio Department of Developmental Disabilities (DODD) and is intended to help deliver person-centred programmes and services to state residents with special needs.  The new system is expected to be more efficient and less expensive than the one the state is currently operating.

The DODD manages a state wide system of support programmes for more than 100,000 Ohio residents with special needs and developmental disabilities.  These services, which are tailored to specific communities, are typically delivered by each of the state’s 88 counties.  Because each county handles its own programme, there are varying procedures, processes, and providers.  Service plans also happened to be paper-based.

The way Ohio was running these special programmes was about as inefficient as one can get.

“We wanted to make the entire process electronic, which could reduce the use of paper, improve accuracy, and help encourage collaboration across the teams, which in many cases includes the individual, guardian, case financial manager, Human Rights and Behaviour Support Committees, providers and more,” explains Bryant Young, CIO of the DODD.

Prior to the implementation, the DODD began assessing the different options for a technology-based method that could be rolled out over time across all 88 counties.  In-house development, COTS-based solutions, and proprietary solutions were all considered, but the DODD ultimately ended up going with Microsoft Dynamics CRM.

The DODD’s technical team used the CRM platform as the principal core and built a configurable and customisable application around it.  Directors, finance managers, administrators, and budget specialists can all interact with the system in a streamlined workflow management scheme. 

It took eight months to build this CRM system, and both the DODD and Medicaid funded it.  However, integration was quite seamless as legacy data was imported through both real-time and batch processes. 

“The biggest benefit we’re seeing is the collaboration between the providers,” Young goes on to say. “They can all see the plan, they can talk to each other, and they can work together. It allows them to get a full view of that individual person and how best to serve him or her. They’ve never had that before.” 

The state of Ohio should be an example to small business owners considering implementing and launching a CRM system and strategy. 

Source:  http://www.govtech.com/health/Ohio-Leverages-CRM-to-Improve-Services-to-Citizens-with-Developmental-Disabilities-.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/

 


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/

 

 


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/