The art of customer enchantment

I recently picked up this article on Search CRM and thought it would be worth sharing as there are a number interesting points highlighted, one key point is that, it is your approach to good customer service and not a software application that is going to help you succeed. The key to longevity in any industry is rising above the fray and becoming an enduring brand. Silicon Valley author, investor, speaker, and business advisor Guy Kawasaki, who has worked for Apple in the past, has revealed in his new book The Art of Enchantment the three pillars that every great organisation should have in order to enchant customers and build a stronger brand. Kawasaki shared his point of view at the AII... [More]

Email retains its position as the number one marketing channel

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 se... [More]

HOW CRM SOFTWARE CAN HELP: reduce errors that no one should make

In previous weeks, we have explored the idea of customer relationship management and how it can be used in a positive way.  Today, we're going to look at the other side of the coin: where people go wrong.  Let's take a look at some of the biggest errors that people make when dealing with CRM software. Not appealing to the mobile market Customers all over the world now use their mobile devices to browse the web.  This means that if your site is not optimised for mobile devices, you are likely to suffer from a serious loss in traffic.  As a result, you won't be able to access invaluable CRM mobile data.  It is not a smart move to ignore mobile and changes to the way ... [More]

HOW CRM SOFTWARE CAN HELP: with better relationships

CRM is all about one thing: customers! It's therefore important to make sure that the relationships are managed in the most effective way.  One thing that is paramount to implementing a CRM project is that it is not just a software component for your business, in fact it is so much more, too much for one post but today I’m going to take a look at some of the specifics in terms of how the software can help Building psychological profiling Modern CRM software is capable of a great deal, and one of the most useful features is its ability to genuinely gain insight into how customers think when shopping.  Some, for instance, might always do their shopping first thing in the mo... [More]

How CRM software can help manage a company’s sales pipeline, when you know what it is! CRM that is!

From years of experience in the CRM market place I have come to realise, and some may disagree that CRM means many different things to many different people even when they are from the same organisation. I recently spent time with an organisation where the Sales Director sat across the table and clearly stated that “CRM is rubbish and it is all make believe and as an organisation we don't needed any of it!”.  My obvious response was just to smile and then, I asked why he thought that was the case.    I was truly surprised by the response which was “What we need as an organisation is something to manage Sales and Opportunity to know if our targets are going t... [More]

Your CRM software can your teams minimise errors

CRM software is already well reputed for helping sales reps to improve their conversion through providing useful data about both the sales process and the customers themselves. However, it can also be useful in reducing mistakes by the sales team and other teams.  Here's how: It can help record calls Some CRM software is capable of recording calls between potential clients and sales reps, meaning that they can then be gone back over once the call has completed.  This serves two purposes: firstly, it means that the rep that made the call can analyse their technique and see if they're making and repeating mistakes.  It also means that any other members of the team that pick up... [More]

CRM in 2014 is looking good for SME’s

With the New Year upon us and economic growth seeing real green shoots, it comes with good news for small and midsize companies who use CRM. The CRM trends for 2014 will be concentrating on what SME’s have asked for from their CRM, and what customers want to see from companies who use CRM. http://blog.mycrmgroup.com/post/2013/12/17/Top-CRM-Buyer-trends-in-2013-by-Software-Advice.aspx What SME’s are looking for in CRM solutions? At small and midsize companies, marketing automation and sales force automation are fast becoming trends in IT department purchases. Recent studies show that there is a substantial move towards pricing-as-a-service (PaaS), and it is thought that we wi... [More]