The secret to successful customer engagement

Technology has brought business a long way in the last few years, but there is no doubt that it will forever be the age of the customer. This means that engagement between employees and customers is more critical than ever. In most cases, engaged customers are typically better brand advocates, more loyal, and spend more money with that business. Therefore, it is important for businesses to have a clear understanding of the foundation of customer engagement in terms of how to attract and influence them. Here are some secrets to engaging the customer that every business owner should know. Trust and transparency Even though this is business, there is an emotional component to customer engagement, which is often more powerful than rational engagement. The customer sentiment cannot be ignored, nor should it be. Customers who are emotionally engaged will complain less frequently and give more compliments. Respect customer privacy and give them a voice; they will be loyal in turn. Make a commitment to fairness Everyone wants fairness in life and work. Although some businesses view ethical engagement as optional, it really isn’t. With social media and mobile devices, businesses can no longer hide their social responsibility actions or lack thereof. Fairness is a fundamental value that consumers want in the companies they support. Make knowledge available Customers put a lot of value on quality, detail, innovation, service, and knowledge. A business that provides helpful, relevant information in addition to their products and services will be viewed as more valuable to its customers. This could be achieved through a weekly newsletter, offering helpful hints on a social platform, or anything in between. Incorporate social, mobile, and traditional elements When there is active customer engagement, businesses will find that customers are more willing to interact with them by making purchases, offering feedback, and providing invaluable insights on their experiences. Therefore, organisations should not discount traditional elements to customer engagement while at the same time embracing modern methods such as mobile and social platforms. Source: http://www.cmswire.com/cms/customer-experience/4-secrets-to-successful-customer-engagement-024622.php   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/  

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

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  

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 we work in 2014. Making things too complicated Although we have discussed the sales funnel a few times, it is important to remember that although sales can sometimes be complicated, some customers simply show up with a desire to buy.  On these occasions, it is important not to get in their way.  Ensure that it is as easy as possible for customers to get what they want. Ignoring evolution If you operate a quality company and treat customers well, they will be loyal.  However, they won't be loyal forever.  It is vital to stay on top of how the marketplace changes.  Be sure to treat loyal customers as well as the new ones or they might disappear somewhere along the line. Shirking responsibility CRM software will usually enable a team to work out exactly where the ball was dropped.  It is important to ensure that the parties responsible for any problems are held accountable. Source: Business 2 Community The customer experience is key to your business and we all as business owners and as consumers are changing the way we shop and consume services, if you need help planning your CRM implementation in 2014 then contact MyCRM www.mycrmgroup.com for help advice and support 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.

Cost Effective Monthly Support for Microsoft Dynamics CRM now available

www.MyCRMSupported.com   I was recently at a business customer open day and got the chance to talk to a number of business owners about the challenges they faced with CRM solutions, a number of the people there asked questions around support and ad-hoc configuration. The end result of the day was that we have now launched MyCRM Supported.  MyCRM Supported is a packaged support service to meet a range of business needs and requirements as every business is different and has different requirements. With this in mind we have launched 4 different monthly subscription services.  Advisory The first of our support packs has been designed as an advisory service, when there are those time when you need to ask someone how a function works or how you can do a particular action in CRM. For on-premise customers, we also carry out an audit report on how the system is set up and check for latest rollups.   Guidance If you're looking for a little more and need some help setting up basic configuration and importing of initial datasets, then this package may fit your budget. We still include our advisory role, and can also help with online configuration and general guidance to help get the best from your CRM investment.   Supervisory Our Supervisory package extends that of Guidance, and we will put in place a strategy to maintain your CRM Server and Database. This will include planning all update rollups, performing and reviewing database maintenance along with guidance and best practice on using your CRM system. The Supervisory package is the perfect package for smaller organisations with between 25 and 40 users of CRM on-premise.   Administrative Our full support as your administrator of CRM will help place your CRM in safe hands. We will perform and advise on CRM database maintenance and current configurations, and set up and remotely maintain the system to keep optimum performance in place. We will schedule and manage updates and advise on database backups. In addition, we provide the option to have a backup of your CRM database stored in our state-of-the-art secure data centre managed by Rackspace UK.   These package can be further tailored to unique requirements.   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.