Bad customer data management means bad customer experience

I recently came across this article and it brought back some thoughts of CRM implementation that had gone astray or where customer needed help in moving the right solution forward. So Today, we are looking at data and how it can be used effectively as there seems to be so much talk about big data that many business owners are starting to think it’s a passing fad, but the truth is that it is something that is here to stay. Just think about CRM – customer relationship management – and how it helps to determine what customers are doing and how to upsell them.  What many managers fail to consider is what this actually means to the customers who are sharing their personal... [More]

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, o... [More]

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 “... [More]

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 custo... [More]

CRM and Good Communications.

I recently picked up this interesting article on Information Age which relates broadly to the new age of CRM, but is it really a new age or are these just key points that every business in some way should be implementing. Below I’ll cover some of the points as they are key to successful CRM and Sales. One of the key points to overall sales success is ensuring that communications reach their fullest potential.  Here I’m going to take a look at how communications can be improved and how CRM software can become part of the overall process. Personalise things It's vital to ensure that the modern customer feels like he or she is being catered to exclusively.  Effectively... [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]

Exploring social CRM in more depth, part 2

Yesterday, we started to take a look at some of the different ways in which the social media process can be improved and perfected. A lot of yesterday's focus was on the pre-management and selection of the software, whereas today we're going to look at the management of it. Engage important customers Whilst social CRM does indeed help to generate new customers, there are nonetheless always going to be particular brand advocates that regularly mention the products. These people are more likely to get other people to choose the firm, so it's important to get them involved through activities like sending through gift certificates or regularly re-tweeting them. Respond, fast One of the key b... [More]

4 Potential CRM trends in 2014 to help your business get ahead

A great new article today from Business 2 Community which highlights some customer service trends.  One of the key parts of remaining successful in the CRM data world is to ensure that you stay on top of the latest trends.  Fortunately, a new piece in Business 2 Community has taken a look at some of the key trends that are likely to emerge in 2014: Below are 4 keys things your business may embrace over the next year. Social customer service comes into its own Because so many business are now using social media for CRM purposes (as they should be) the focus will now shift onto who's actually doing it well. Integrating the social side of things with all other customer service chan... [More]

CRM and the sales team

A new article in the Business News Daily has taken an interesting new approach to the CRM process by asking exactly how the Wizard of Oz can teach companies about the CRM process.  There are actually some interesting lessons within the piece:   Sales teams should concentrate on closing   It's important to remember that any CRM software should be used to help compliment the work that the sales staff are carrying out, and shouldn't mean that they spend all of their time simply adding information to a database: as the article states, they're not data entry clerks!  It's important that the CRM software makes the sales process simpler.   Optimise the solution around... [More]

How to Improve the CRM Process

Once the CRM software has been invested in, it is important to ensure that you make the most of it.  That is why it is worth having a further look at a new piece in Mashable, which is focused on some key ways to improve the process: Foster word of mouth Even in the digital age, word of mouth remains invaluable in helping to increase sales.  The more customers talk about a company, the better!  Building a good online profile and obtaining a high level of trust with customers is the ideal way to help develop the profile enough for people to start passing on recommendations and a good CRM software system can help with this. Remember in a digital social world, a like or a tweet... [More]