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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/

 


 

 


Latest CRM News from the MyCRM Team

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

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

 

1.Mobile CRM and security issues

 

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

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

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

Compliance issues

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

Data loss

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

Privacy

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

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

Source:  http://it.toolbox.com/blogs/insidecrm/top-3-security-concerns-for-mobile-crm-59762

 

2.What to do when CRM isn’t working

 

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

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

Unpredictable sales

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

Too few prospects

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

Prospecting just isn’t working

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

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

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

Sources:  http://www.bizjournals.com/bizjournals/how-to/growth-strategies/2014/04/why-your-crm-isn-t-working-and-how-to-fix-it.html

 

 

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

 

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

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

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

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

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

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

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

 

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

Source: http://www.bsminfo.com/doc/your-crm-and-you-tests-to-determine-if-it-s-time-to-break-up-0001

 

4.Has the CRM revolution already happened?

 

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

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

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

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

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

 

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

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

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

Source: http://www.crmbuyer.com/story/80320.html

 

 

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/

Using CRM for small business

A lot of small business owners wonder if they really need CRM software.

This article goes on to explain why and here at MyCRM we are a great believer in helping the smaller organisation to get going, we have special pricing options for 5 users or less and offer integrated email marketing and setup, and you can see more here http://www.mycrmhosted.com/pricing.aspx

But when it comes to your business Customer relationship management, or CRM, plays an integral role in the success of a company regardless of its size.  CRM can help any business gain visibility, build a more knowledgeable and productive workforce, and create happier, loyal customers.

All too often, most of the conversations related to the importance of CRM focus on big business, but the truth of the matter is that businesses of any size can benefit from implementing CRM practises.

This is especially true for small businesses just starting out.  Often, the biggest hurdle that new businesses have is getting that first customer – then the next ten, twenty, and so on.  Building a brand and a customer base is a lot of hard work, and that’s exactly why CRM is so essential.

The technology of CRM helps businesses know how to win over customers by identifying what is working and what is not.  It’s a fact that not every interaction with a customer is meaningful, but many of them are.  The CRM system will help to build a well-rounded view of customers and what they need.

However, the adoption of a CRM system is not without its challenges, especially for a small business.  In fact, the implementation itself is often the biggest challenge as it means getting all staff on board, transferring data (sometimes from multiple sources), and understanding the technology.

In the end, it is plain to see that a business is never too small to benefit from CRM.

 

Source: http://www.businessnewsdaily.com/6234-crm-small-business.html

 

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

 

Mid-Week CRM round up from MyCRM

Again this week I have had the opportunity to browse soe of the latest news articles that relate to our industry and thought I’d continue to share a number of these as I know they are quite popular

Today we are list 3 article that cover Small Business Big data, How outsourced CRM platform are best and a case study on CRM success for DirecTV.

 

Do small companies benefit from Big Data and CRM?

It emanates almost ubiquitously – seeping from the internet, business applications, machine logs and data logs.  Big Data can help all sorts of businesses grow, making them more profitable and more strategic.  Do small businesses really benefit from Big Data?

Big Data, often described as variety, velocity and volume, is a term that encompasses the massive amounts of information businesses collect from different sources.  With the proper tools, businesses of any size can benefit from Big Data.  A driving force behind the benefit of Big Data is applying algorithms and predictive models to draw value out of the data, which can then be used to solve specific business problems.

That’s where customer relationship management, or CRM, comes in.  A CRM system helps to manage how a business works with both current and potential customers, and it is used primarily by the sales staff and managers.  This type of system helps a company become more profitable by helping the sales staff close more deals while helping to create loyal, happy customers.

Those not familiar with CRM often think it is the same as Big Data.  Although they aren’t the same thing, they are very closely connected.  A CRM system can help extract value from Big Data.  In other words, it helps to take all of that information and translate it into smart data that decision-makers can actually use.

The bottom line is that even the smallest of companies can benefit from today’s advanced CRM systems that integrate easily with Big Data to mine out what really matters.  CRM helps businesses cut through the noise and levels the playing field, which allows for businesses – even small businesses – to compete on a wide, if not global, level.

Source: http://www.businessnewsdaily.com/6053-big-data-vs-crm.html

 

Outsourcing data analytics with CRM in mind

Many CIOs have turned to outsourced solutions for handing a number of IT issues such as maintenance and infrastructure in hopes of reducing spending and freeing up in-house staff for more desirable projects, including the perfection and integration of their CRM system. 

Until recently, CIOs have not really included data analytics on the list of things to outsource.  Businesses are now starting to enhance their in-house analytics with external providers.

These providers help to bolster the data businesses already have from their own efforts, such as CRM system data, with their own data consisting of observations from a number of sources across a wide range of demographics.  They then apply predictive analytics to this combined data to get a clearer picture of how to understand, find and keep customers.  Predictive analytics include a range of scores including those forecasting potential fraud, wealth, churn, social influences, shopper type, and recommendations.

Businesses may opt to use such services while they build their own internal capacity for gathering and analysing data from their existing CRM systems or instead of doing just that. 

The car rental giant Hertz is one example of a company successfully using outside data expertise to supplement their existing system of data collection and interpretation.  In short, the analytics outsourcing done by Hertz has allowed the company to give their customers a voice and to really hear what they are saying, which is a key to successful and effective customer relationship management.

Companies just starting up or those modifying their existing CRM scheme may consider outsourcing analytics services to speed up the delivery of new products and services as well as to provide upgraded technology to their client base.  It can be a short-term solution to help figure out a more permanent data analytics strategy, or it can be the ideal solution for companies that have limited time and resources.

 

Source: http://www.cio.com/article/749877/Why_CIOs_Should_Look_Outside_for_Data_Expertise?taxonomyId=600010

 

DirecTV enjoys massive sales success thanks to CRM

Thanks to integrated sales and an effective CRM system, DirecTV has been able to capture more customers than ever.

In the past, handling DirecTV sales calls was a real juggling act – one in which agents would be constantly referring to cue cards, punching numbers, toggling between applications, and jotting down notes.  The company also had three outsourced call centres, all using their own customer records.

Back then, nothing was consolidated and it started affecting productivity and DirecTV’s £18 billion bottom line.

"If you started the sales process and then hung up to check with your [the customer’s] wife, the next time you called in, you'd be routed to a different call centre and a different agent and none of that original information would have been captured," explains Mike Benson, DirecTV’s CIO.

With a little legwork and planning, DirecTV officials are happy to say that their new CRM system, which is completely integrated, works seamlessly with all their call centres and office locations globally.  Sales agents now have a real-time, whole view of the customer at any given moment.

This new CRM system has garnered some pretty fantastic results.  Call-handle times have been reduced and the percentage of calls that convert to sales has increased.  Furthermore, agent training has been streamlined, making it possible for new hires to hit performance goals within a week or so of getting on the floor.

Real-time guidance similar to that of DirecTV is growing in popularity among businesses, especially those with call centres across a number of locations.  End-to-end CRM tools improve productivity and cut operating costs, which are two very important factors in success.

Source:http://www.cio.com/article/749846/Integrated_Sales_and_CRM_System_Lets_DirecTV_Capture_More_Couch_Potatoes?page=1&taxonomyId=3005

 

If you would like to find out more about Microsoft Dynamics CRM and take a trial for your business then you can register here http://www.mycrmhosted.com/demorequest.aspx

 

About MyCRM

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

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

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

 

 

Sales Force Automation Software Buyer Views 2014

 

Every year, Software Advice talks with thousands of professionals looking for the right sales force automation (SFA) software for their company."  This provides us with unparalleled insight into the needs of SFA software buyers across a wide range of industries. 

 

 

 
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 news cast from the CRM industry

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

Also don’t forget If you would like to take a trial on the MyCRM 2013 platform don’t for get to register here http://www.mycrmhosted.com/pricing.aspx

 

Ok back to the news!!

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

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

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

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

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

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

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

Source:
http://www.crm-daily.com/story.xhtml?story_id=1130060YCPWY

 

Thinking of changing CRM platforms?

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

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

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

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

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

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

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

Source:
http://www.investmentnews.com/article/20140321/FREE/140329982

 

A few considerations for those who need a CRM system

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

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

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

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

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

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

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

If you are ready to take a trial of Microsoft Dynamics CRM and work with a provider like MyCRM that can help deliver business excellence then you can get a trial from here http://www.mycrmhosted.com/pricing.aspx or see what our customer have to say here http://www.mycrmgroup.com/customers.aspx

Source:

http://sacramento.cbslocal.com/2014/03/24/comparing-crms-customer-relationship-management-systems/

 

More data isn’t always better

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

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

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

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

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

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

 

Source:  http://www.cio.com/article/750353/With_CRM_Data_More_Isn_t_Always_Merrier

 

Keeping the best until last

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

 

Social media changing CRM’s future

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

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

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

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

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

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

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

Source: http://www.cmswire.com/cms/customer-experience/contact-centers-drive-the-social-crm-revolution-024524.php

  

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

How CRM Software can help: avoid classic customer service mistakes

To follow on from our last “how CRM Can” http://blog.mycrmgroup.com/post/2014/03/03/How-CRM-Software-Can-Help-improve-customer-service.aspx here are some points on what things can go wrong and that need to be addressed even if a CRM is in place.

The purpose to customer relationship management is keeping the customer happy, and CRM software is one of the most effective tools for this purpose. 

Even when organisations implement the technology correctly there are a number of mistakes that can occur and here we look at some of the common mistakes and how to avoid them.

A lack of empathy

You need to remember that many companies today just don't seem concerned about the customer's needs.  In this age where customers can access the same services as yours elsewhere within seconds, it is important to ensure that the website is fully functional, customers' calls are returned quickly (CRM software can help with scheduling these calls) and that staff are all able to discuss products without having to pass customers around too much.

But remember if you’re getting this wrong then maybe one of your competitor is getting it right and any amount of technology and software will not help if the ethos and organisational goal is to deliver excellence.

You can use the reporting features in Microsoft CRM to make sure your teams are completing the actions as part of the process, but getting your team aligned with the goal of the organisation is critical to customer success.

Making promises that are not kept

Companies often make promises that they either cannot keep or simply don't have any intention of keeping.  Needless to say, this is a sure way to lose business.  Consistency is vital in terms of pricing, language used, speed of calls and a number of other factors.  CRM software can help deal with a number of these factors, and although pricing is key it is not always the deciding factor, make sure you understand your customers goals and needs and help they achieve what they want to achieve with your product, solution or service.

Not treating people well

It is important to ensure that customers are treated with the respect they deserve.  This is a classic error that many financial institutions make: offering all the perks to new customers whilst older, loyal ones leave and work with someone else.  If a customer is a loyal and regular one, which is something that CRM software will help show, it is important to help reward them for continuing to work with you.  Failure to do so verges on neglect.

Source: Business 2 Community

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.

Which businesses suit which CRM software and which business functions count?

I found this article recently and it reignited thoughts around questions I have been asked so many times through my CRM career.  Business owners that don’t understand or have a tainted view of what a CRM system is always ask why they need it and this article on Destination CRM covers some very good points.

But as I always say, CRM is a much bigger picture and as an organisation you must think about what the end goal or process is as CRM software is great for holding all the information but what is it you really want to achieve.

Let’s look at some examples of how CRM can be used to improve business activity:-

  1. Marketing:

As a business you probably going to want to do some targeted and tracked email marketing, with MyCRM you can do this with integrated eCampaign directly against your data in a single system.

  1. Customer Service

You may as a business want to run Surveys to see how you rate or what your customs are thinking at any one time and these are all CRM activities.

  1. Events

If you an organisation that is running events then a CRM system for you should include MAPS to segment data by region and give visualisation on how to select the best invitees, and you need to make sure that the solution come with an event management tool built in, with MyCRM you can go this with tailored solutions.

It is important to ensure that anyone investing in a new CRM system takes the time to get the right one.  We've previously looked at some of the main reasons to choose a particular set, but today we're going to look at how different businesses should consider the various options.

Cloud or non-cloud?

In the days of effective cloud file sharing, it's vital to consider whether or not this type of technology is going to form an important part of your CRM solution.  For some companies, it may be possible to make use of an entirely on-premises CRM system that can't be accessed elsewhere.  This can also be valuable for those who want to obtain total control by paying a little bit more upfront.  However, start-ups with slightly lower budgets might consider it more sensible to take the cloud-based approach. 

Users

It's also extremely important to take into account the number of day-to-day users who will be operating the software.  The cloud-based programs allow for increased flexibility within this number, which makes them ideal for start-ups where employment is typically a bit more fluid.  Larger companies should, of course, look at the merits of buying an overall license.

How will it integrate?

CRM is an excellent investment, but it's important to make sure that it will fully integrate with any existing software and data that the company already possesses.  Any firm investing in CRM needs to make sure that their new software can take advantage of the customer information that they already have in place.

Source: DestinationCRM

If you’re looking to extend you Microsoft Dynamics CRM capability or just need to understand more then visit us here www.mycrmgroup.com

If you need help with support then MyCRM offers a range of pre-packaged support options on a monthly subscription. http://mycrmgroup.com/support.aspx

 

 

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 and business process management

We are always keen to take a look at different aspects of CRM and how the software can help to enhance each step of the process. Today, we are going to look at how it can link up with business process management.
It can help improve efficiency
The aim of investing in CRM software is, of course, to help improve sales conversion rates. Yes, relationship building is vital, but more sales is the ultimate goal. CRM software combined with a positive business process can help ensure that all sales staff members know exactly how to close each sale and gives them access to the information that enables them to do so.
It minimises inconsistency
CRM software, like all business software, has an ROI, and combining its abilities with a strong business process is the ideal way to improve that return. Implementing a solid business process within the sales funnel can help to ensure that all members of the company act in accordance with the same procedures and policies. This helps to remove inconsistency across the board, ensuring the customer experience itself is more coherent, which in turn should generate more sales.
It can help track profitability
Thorough analysis on a sales process enables a high level of optimisation. As a result, the combination of a good business process and CRM software is invaluable. In addition to the customer data provided by the CRM software, the business process can provide information on the team itself, such as which techniques are most effective as well as which staff members perform the best and how to learn from them. All of this information can help to increase performance.
Source: Destination CRM
If you looking for help implement your Microsoft Dynamics CRM system then please take a look at how MyCRM can help
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.