Social collaboration and Social CRM to improve competitive edge

by Alistair (MyCRM) 19 June 2014 10:10

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

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

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

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

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

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

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

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

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

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

by Alistair (MyCRM) 27 May 2014 11:31

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

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

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

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

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

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

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

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

by Alistair (MyCRM) 21 May 2014 13:35

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.

by Alistair (MyCRM) 14 May 2014 11:02

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

 

Latest release of ePDF for MIcrosoft CRM 2011 and 2013

by Alistair (MyCRM) 17 April 2014 18:04

We have just released new video demonstrations of our popular ePDF solution for Microsoft CRM

 

CRM 2011

 

CRM 2013

 

MyCRM Weekly News Roundup

by Alistair (MyCRM) 20 March 2014 12:09
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.

#CRM News Round up from the MyCRM Team, 4 of this week’s top articles

by Alistair (MyCRM) 17 March 2014 13:11

Following on from my latest post I have found a number of other news articles that grabbed my interest so in the second of our round new offering you can find 4 of the more topical CRM pieces.

1.    Fostering an effective CRM solution

CRM systems remain an excellent way to help improve the effectiveness of any company's customer service operations.  There are several challenges involved in ensuring that it works as planned, however, and these are some of the most vital:

Awareness

Too many companies invest in a quality CRM system without actually being sure what the investment is for.  Unfortunately, if the company is unsure what the product is meant to do, there is no effective way to measure whether or not it is actually working!  It's important that everyone using the software knows exactly what it can do.

Usability

It is the responsibility of both the service provider and the senior staff member at the company to ensure that any CRM systems invested in are fully useable and that employees know exactly how to make use of them.  A lack of usability and skill in using the software will lead to weak results.

Ensuring everyone is on board

One of the most common oppositions to CRM software is people within the company who do not want to make use of it.  It is important, therefore, to make sure in advance that absolutely everyone in the company is able to voice any opposition and that the benefits of the software are properly explained. 

Ecology

It is important that the CRM software is adapted into the company ethos.  Any company that sticks religiously to "just the way we do things 'round here" is usually one that ends up failing because of a lack of adaptability.

Source: Business 2 Community

 

2.    Ensuring CRM integration does not affect the customer

One of the most important aspects of managing CRM software is ensuring that it can be integrated effectively into the existing systems.  We've covered this before.  However, it is also important to ensure that the integration does not affect the customer experience in any way.  Today, we're going to take a look at how this can be avoided.

Understanding and mapping out systems

It's important to make sure that the customer's journey through the sales process is mapped out.  This is to the benefit of the customers themselves because they receive a more streamlined process and also benefits the staff because it lets them know exactly where they should be going.

Ensuring the right technology is in place

It is also extremely important to make sure that every tool the company makes use of has a reason to be there. Any wastefulness should be avoided, and every piece of software should make a positive contribution to the customer service process.

Establishing excellence

Ensure that there are one or two staff members who are charged with optimising the CRM process.  This "centre" of operation will mean that any changes being made can be fully vetted by those in the know.  This, in turn, is ideal for ensuring that the system doesn't become too clogged up with irrelevant open source tools.

Collaborating

It's always a good idea to ensure that different departments get involved with planning the system.  There is a wide range of CRM software out there, and it is in the company's interest to make sure that the one chosen works for everyone.

Source: Destination CRM

 

3.    CRM for solo entrepreneurs

We have talked a great deal about CRM benefits for small and medium companies. As a general rule, these are typically the firms that make use of the technology most frequently.  However, there are also a multitude of benefits for solo professionals and consultants.  Here are a few of the most important.

Building brands

One of the most important aspects of building success as a consultant or industry expert is to create a genuine brand around your name.  Larger brands tend to take on more engagements.  CRM software can help to build up industry expertise in terms of how to develop sales and build customer relationships, which are both vital parts of brand building.

Higher fees

The more knowledge consultants are able to provide, the more valuable they will be to the company paying them.  Consultants who are highly valued by their clients are able to command higher rates.  Once the overall fees increase, the solo operators will be able to increase their fees for group consultations as well.

Generating more leads

One of the most commonly cited benefits of CRM is that it is a great tool for helping to make the user aware of where potential leads have appeared.  Again, data remains invaluable for building an audience, and CRM software will enable any consultant to obtain information on potential customers, their optimum reading time, their previous purchase history regarding any products, and a host of other factors.  As ever, relevant information is power, and CRM helps to provide this information.

Source: Clickz

 

4.    What are the main CRM problems a business might experience?

 

Recent research has revealed that some businesses are struggling to realize the greatest benefit from their CRM projects. So what is the problem?

 

In some cases the technology is not performing as it should; employees are not using it at all, or if they are it is being used incorrectly; the CRM software is not suitable for the business that is using it and in some cases changes in management has negatively impacted its use.

 

Obviously the creators of CRM systems design them to work efficiently; however, there can be a problem if a system is not easy to access or use. Employees can quickly become disillusioned with a system if they have trouble accessing it, or using it as and when needed.

 

In general, employees are an adaptable bunch and will do their best to come to terms with new systems as quickly as they can. When employees shy away from using a CRM system the reason could well be that management is not fully committed to its use. It will soon become apparent to an employee if management are not making full use of the data, and he or she will conclude that inputting is a waste of time. This is quite rare but it has and does happen. Most management personnel now appreciate the value of CRM and it is essential that to encourage employees to do their best with it everyone in the business should be seen to be using it.

 

If a system is not doing everything that a business requires it is most likely because the business itself has changed, expanded and moved on. Sometimes this problem can be difficult to address without major changes to the system that can of course be expensive, as replacement projects are usually more costly than the original system.

 

CRM systems can be of great value to a business, however, managers must remember that to ensure success everyone must be committed to its use.

 

   

Source: http://www.business2community.com/customer-experience/4-common-crm-issues-0784409#!zE2zE

 

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

 

Email retains its position as the number one marketing channel

by Alistair (MyCRM) 06 March 2014 10:22

In a recent survey carried out by Experian Data Quality, it was revealed that in 87 per cent of the companies contacted email marketing campaigns remained the most popular option.

 

"Email is still a hugely important channel when it comes to marketing," noted Beatriz Santin, Experian Data Quality’s senior director of marketing, adding: "Though email marketing has had to adapt to changes within the channel and the growth of other channels such as mobile, it remains one of the best ways to reach customers and marketers are continuing to rely on this evolving yet effective method.”

 

Nurturing customer relationships is essential, especially in smaller businesses and sending personalised promotional mailings has been found to result in a 41 per cent higher unique click rate than other forms of ‘non-personal’ marketing. However, for this form of marketing to be successful Santin stressed that: "For personalisation to be as effective as it has the potential to be, the data that's being used to personalise campaigns has to be accurate. Our results showed that out of the 87 per cent of companies that use email marketing, 67 per cent report deliverability problems."

 

It is clear, therefore, that CRM systems have an important part to play in ensuring that customer contact information is current and that outdated or inconsistent data is deleted without delay. Thanks to the centralised data storage features of CRM systems the cost of ensuring such information is constantly monitored and updated is minimal.

 

If you are looking for some additional support with Microsoft Dynamics CRM or need help and advice on how to get stared then contact us today 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.

Managing CRM to leverage maximum success

by Alistair (MyCRM) 02 March 2014 12:45

It being a weekend I was just scouring all the latest news articles and posts around CRM and this post on Business 2 Community came to my attention as it highlights some of the keys point that make CRM a success in business.

Some organisation do make the mistake of believing that if they buy or subscribe to a CRM platform then they will have implemented great customer service. This idea is not exactly true, but they will be on the way to implementing great customer service as having the right software like Microsoft Dynamics CRM is a great starting point, along with a global provider like MyCRM.

Below are a number of key points that can help make CRM a success in any small, medium or enterprise organisation.  Let’s look at these in more details and see why CRM software can be effectively managed in order to achieve the maximum results.

Tidy up the home page

As the area from which all tasks spring, it's important to ensure that the home page is clear and easy to navigate.  If multiple clients are open at once, the name should appear somewhere on the title so it is easy to move around.

This enables an end user to quickly get access to the source of information about any one customer and a solution like Microsoft Dynamics is pre-configured to help define easy navigation.

Only open what is necessary

Keeping tabs open when they are not being regularly consulted is generally a bad idea.  Keep the unnecessary tabs closed so you know exactly what you are looking at.

The new look and feel of a solution like Microsoft Dynamics CRM enables an end user to easily navigate the right information about a selected customer.

Always update everything

It is important to keep all prospects up to date.  Not only will this ensure that you don't get lost in what you're doing, but it will also make it possible to pull completely accurate reports at any time.

Log all activities

It is important to make sure that all activities are logged so that the sales funnel can be accurately viewed.  Whether it is a brief telephone exchange or an e-mail that was received, anyone looking at the folder should know exactly where the prospect is in the sales funnel.

Always ask questions

CRM software is usually quite flexible, so it is a good idea to ask if there are any settings that could be changed in order to make using the software easier.  One minor change in terms of page structure could make the software a lot easier to use.

Source: Business 2 Community

To find out more about MyCRM please visit http://www.mycrmgroup.com/ and if you are already using Microsoft Dynamics then see the latest support offering here http://www.mycrmsupported.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.

 

 

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How CRM Software Can Help: to increase CLV in your customer base

by Alistair (MyCRM) 02 March 2014 11:20

Firstly I need to define CLV as I have heard it called many things, but in principal this is where your organisation builds a loyal relationship between your customer and your brand.

I will take a look at a couple of key points and explain why the customer and CRM experience is so important.  Research has proven that once a customer enjoys the experience of owning a product or working with a brand, a loyalty is formed and customer will return to make further purchases.

Customer lifetime value (CLV) is the term that we all use to measure a customer's satisfaction with a product; if their CLV is good, the customer will be loyal to the brand.  Here's how a good CLV level be maintained.

Learning and acting on customer tendencies

One of the things that is evidently important is being able to have the ability to monitor and gauge how a customer will typically act regarding sales and this is a key part of the CRM process.

This is where a solution like Microsoft Dynamics CRM provided as a fully managed service from MyCRM can help.  CLV can be increased by accurately gauging how customers will react and responding in a way that meets their needs.  For example, if a customer always buys a product in the lead up to Christmas, he or she should be presented with the most promotion around that time of year.  It is best to make a customer's experience as individualised as possible.

Tailoring, offers around previous buying patterns, will help highlight the right offers to returning customers and by using Microsoft Dynamics you can easily do this by recording all orders previously made.

A strong call to action and relevant information

One key thing to understand and do well is the ability to remain relevant to customers in the modern age.  After all, they are constantly bombarded with messages from competitors.  Surveys indicate that customers simply want their overall shopping experience to be improved.  Customers should always know exactly where they need to go in order to complete the transaction.  It is wise to maintain regular communication until the customer takes action, either to end the communication or moves to re-purchase.

Cross-selling

Cross-selling and upselling are not as prevalent as they once were, but they remain key ways to increase CLV.  By upselling and cross-selling, the sales staff are able to remind customers just how many more options they have when purchasing from the company.

These methods are still considered a great asset in sales approach for bringing awareness to new service lines and new products.

Source: Business 2 Community

Social Awareness

More and more social media is becoming a centre point strategy within marketing and sales positioning. Customer will be looking for your brand on platform like Twitter and Facebook and by having a strong presence will increase CLV in the digital world we live.

To find out more about MyCRM please visit http://www.mycrmgroup.com/ and if you are already using Microsoft Dynamics then see the latest support offering here http://www.mycrmsupported.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.

About the author

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

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