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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 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 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/

 


 

 


Social collaboration and Social CRM to improve competitive edge

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

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

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

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

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

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

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

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

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

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

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

 

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

 

About MyCRM

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

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

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

 

MyCRM Download Centre and App Store

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

  

Usability and functionality features pay off for CRM providers

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

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

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

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

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

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

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

Source:

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

 

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

 

About MyCRM

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

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

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

 

MyCRM Download Centre and App Store

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

 

The art of customer enchantment

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

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

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

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

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

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

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

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

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

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

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

 

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

 

About MyCRM

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

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

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

 

MyCRM Download Centre and App Store 

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

Mid-Week MyCRM News and Article Round Up.

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

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

 

CRM best practices

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

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

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

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

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

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

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

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

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

 

The "Internet of Things" and CRM

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

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

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

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

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

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

  

Enhancing the CRM experience

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

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

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

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

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

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

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

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

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

 

Using CRM data effectively

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

How can one use CRM data effectively? 

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

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

Deciding what to do

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

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

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

 

About MyCRM

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

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

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

 

MyCRM Weekly News Roundup

In our latest series of the MyCRM News roundup we have a number of interesting articles from the various news feeds and the world of CRM.
 
1.Microsoft launches its Social Listening tool
2.Big data, small world
3.NatWest using Microsoft Dynamics CRM
4.When a company really needs CRM
 
 
Microsoft launches its Social Listening tool
 
At Microsoft’s Dynamics Convergence conference the software giant announced Microsoft Social Listening, a new tool that is to be a free add-on for professionals already paying a licence fee.
 
Kirill Tatarinov, the executive vice president of Microsoft Business Solutions, went so far as to call the feature “revolutionary.” It will form a part of the Dynamics CRM platform within a few weeks.
 
This initiative arose as a direct result of Microsoft’s buyout of Netbreeze in Q4 of 2012. The monitoring and social analytics software platform used by Netbreeze has been utilised by Microsoft to create its Social Listening software.
 
Tatarinov told the media at the conference: “Netbreeze have done something revolutionary. It listens in to a broad range of [social] channels, and Microsoft can give them access to even more. They build listening technology that can generate sentiments by listening to innate languages, of which it supports 28." 
 
Microsoft obviously hopes that businesses will welcome this new software, as it is sophisticated enough to measure sentiment in social conversations. This will allow fast responses to changing situations.
 
Overall the tool will assist users to monitor events in real time relating to brands, products, and other elements relating to online business. This should lead to a better understanding of customers’ wants and opinions.
 
The big question is, does business really want this tool? It is clear that some major UK retailers are less than convinced that social analytics is worth the bother. To assess likely demand could be the reason Microsoft are initially offering use of the tool free of charge 
 
 
 
Big data, small world

Information, information, information.  It’s coming out of our ears and seems to be everywhere we look.  Big Data is like the Big Bang of information and can be just as dazzling, but is it just too big and unwieldy for the small to medium size businesses?
 
The plethora of data gathered from the internet can be overwhelming, but it can be put to good use whatever size marketing budget your company has.  Javier Aldrete, director of product management at sales software provider Zilliant, explains: “The benefits of the Big Data movement has more to do with driving action and value out of data by applying algorithms and predictive models to solve specific business problems.”
Even small businesses can tap into this data explosion by using certain types of business applications, CRM (Customer Relationship Management) being the prime example.
 
CRM is a system used by businesses to manage their relationships with current and prospective customers, usually with CRM software.  The software can provide a place to store and organise customer information.
As they have developed, CRM systems have gained the ability to track the health of accounts and sales pipelines.  CRM can benefit small businesses by helping them obtain sales and develop closer relationships with customers.  It gives businesses a “bird’s eye view” of which industries, company sizes and other types of targets are most profitable so they can focus their energies on the most efficient course of action.
 
The amount of information to be deduced from CRM systems is invaluable.  In this world of Big Data, even small businesses can benefit from streamlined information gathering.
 
 
 
 
NatWest using Microsoft Dynamics CRM
 
NatWest bank decided to replace its out of date CRM facility with a Microsoft Dynamics CRM system during 2013.
 
The bank’s old system was under some strain and was not providing the functionality required by the major high street bank. It became apparent to the bank that to keep up with the demands of customers, particularly business clients, change was badly needed. The bank considered other suppliers and systems but decided that the Microsoft option was best for the organisation.
 
NatWest is of course owned by Royal Bank of Scotland and the head of CRM for the business and commercial arm of RBS, David Russell stated that, “a consolidated view of all customer touch points” was required. The overall objective is to streamline processes to release employee time to maintain a fuller relationship with clients. He also stated: "We also sought powerful analytics capabilities that would allow us to further improve those customer relationships while driving cross-selling opportunities through value-added customer interactions." He went on: "CRM helps us to deliver a personalised service, which supports customers in achieving their ambitions."
 
One of the main concerns of the bank was that staff would be able to quickly adapt to a new CRM system; it had to be easy to use and quick to learn. The new system had to be seen as part of the solution the employees already had. 
 
Another feature that attracted the bank to the Microsoft Dynamics CRM system was the on-premise option offered. Not all systems are available with this feature that NatWest saw as being essential for its needs.
 
This move by a big-player like NatWest further highlights the importance and the need for an effective CRM system for all businesses that regard customer care as being of major importance to the success of the organisation. 
 
 
 

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.
 
 

 

If you looking for help in either the Public or Private sector with the implementation of Microsoft Dynamics CRM then find out more here http://www.mycrmgroup.com/ 
 
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 http://www.mycrmgroup.com/customers.aspx

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: http://hosted.mycrmgroup.com/

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: http://downloads.mycrmgroup.com after registering for an account.