Coming Soon eSpell 2013 the Spell Checker for Microsoft Dynamics CRM

On the success of the first release of eSpell for Microsoft Dynamics CRM some 3 years ago we have taken all the feedback from our customers and we are pleased to say eSpell 2013 is near ready for release And yes this time you can check the whole form in one click    eSpell still supports a number of dictionary languages and can still be added to custom entities as before   The spelling checking process now reviews all the fields on the form and checks in sequence giving an apropriate tick if the word is in the dictionary. This is one of the great productivity enhancement tools from MyCRM and if you have any questions please email Support@mycrmgroup.com To get a trail register on the MyCRM Downlaod Centre as eSpell 2013 will be released in the next 3 weeks. About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. 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.      

Using CRM software to measure offline marketing

An interesting new article in ClickZ has explored some of the key benefits that CRM software can bring to the more traditional forms of offline marketing.  As we normally focus on the web, we thought it would be interesting to share the ways that it can help when going old school. Measure everything The more you measure ROI for your different marketing channels, the easier it will be to achieve positive results.  Using CRM software to measure even things like leaflet delivery or attending trade shows enables a company to get the best ROI overall. Individualise results By using specific tracking links on flyers and promotional material given out at local events, it's possible to measure each channel individually.  This is ideal in enabling a company to get an accurate impression as to which forms of offline marketing work effectively. Ask the customers One of the important factors in measuring effective offline marketing results is to ask the customers exactly where they heard about the company.  Over time, this will enable a firm to measure whereabouts most of their custom is coming from.  In turn, this will mean that they're able to further invest in the most efficient channels and can discard the others. It can compare percentages When you send out marketing to the offline world, it's easy enough to be able to measure the amount of leads that come back.  However, it's virtually impossible to measure percentages.  CRM software can help a company compare how many flyers, etc, were sent out with how many leads they generated.  This can help gain insight into which channels are most effective in a percentage sense. Source: Click Z If you looking for help with you Microsoft CRM Installation then please contact us today We believe CRM is more than just adopting some software it is a methodology of putting your customer at the centre of everything your organisation does so invest and spend time on the whole process to gain the best results. Here at MyCRM our aim to help deliver effective CRM. You can see what our current customers say here: http://www.mycrmgroup.com/customers.aspx, but more importantly we want your business to succeed with the use of a great software solution.   To get a trial of Microsoft Dynamics CRM you can register with MyCRM here: http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here: http://downloads.mycrmgroup.com/Account/Register.aspx About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. 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.  

Choosing the right CRM system, software and provider.

As part of my quest to find relevant news articles and blog posts on CRM I found this new article in Business News Daily.  The article poses some interesting points for those looking to invest in a new CRM system, particularly those that are thinking about investing in new software.  The points below can be raised when considering many things for your business but consideration has to be given to cost, ROI (Return on Investment) and longevity of a solution. Also give thought to who is providing what, as although a hosting provider may offer software they might not offer consulting that is specific to your business sector or the manufacture of the software may provide it as a service but then there is no support of help with setup leaving in the hands of partner consulting organisation. So when considering the implementation of any software consider the whole picture not just the software element. Below are a couple of points that should be considered: Know your initial requirements It is important that any company looking to invest in a new CRM knows exactly what they are hoping to gain from it. After all, the point of the investment is to benefit in specific ways.  Rather than focusing on the cosmetics of a system, it is best to ask in what specific ways it will benefit the firm. Consider developing a scope document that key parties can refer to and work against so that all objectives are highlighted and achieved. Make sure all key parties from your organisation are involved in the review process as ending up in the position where a new system is forced upon people will probably not improve productivity and acceptance. Know where the data is being stored With the explosion of “Cloud Software” and “Software as a Service” it is very easy to get confused with the jargon so if your organisation is going to be subscribing to an internet based service for your CRM software then ask the provider “Where is my Data?” Any company that offers CRM software should be prepared to let their clients know where customer information is being stored.  As a general rule, software will store all relevant data on one server in a single none shared database but this might not be the case.  It is the client’s right to ask where that system is and what security processes are in place to keep it safe. Does the software suit your business size? As with nearly all services, CRM software will have an optimum business size with which it functions best.  It is therefore a good idea to check whether a particular software set will suit your own firm, as obtaining software built for a smaller firm will likely lead to another upgrade in a couple of years. Also give consideration to not only the now but can the software evolve with your business make sure the solution can be easily updated configured and changed without expensive consultancy or development being sort, when simple field or page changes are needed.  The secret of a great CRM deployment is internal adoption, ownership and usability. Check for integration It is important that the relevant CRM software is compatible with any enterprise resource planning software that the company already uses.  Whilst full integration is not always required immediately, it is still worth knowing that it is possible further down the line. Also if you don’t have an ERP system and some smaller business don’t look at how your finance system will reconcile if you’re billing directly from the CRM against your customer records. Not Just Software. CRM is more than just adopting some software it is a methodology of putting your customer at the centre of everything your organisation does so invest and spend time on the whole process to gain the best results. MyCRM aim to help deliver effective CRM. You can see what our current customers say here: http://www.mycrmgroup.com/customers.aspx, but more importantly we want your business to succeed with the use of a great software solution.   To get a trial of Microsoft Dynamics CRM you can register with MyCRM here: http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here: http://downloads.mycrmgroup.com/Account/Register.aspx About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. 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. Original Article for reference http://www.businessnewsdaily.com/5425-how-to-choose-the-best-crm-software.html

Effective CRM and Mobile Apps can help end poor customer service

An interesting new article in Business 2 Community has highlighted that in the mobile age, effective customer service remains the key to achieving positive CRM results. With 90% of UK shoppers saying that they would walk away from a sale if they encountered poor customer service, it is important that no avenue of a brand is left behind.  The article voices the fact that mobile CRM is the ideal way to achieve this. A mobile CRM should be used to determine information under two umbrellas. This would be the information the customer actually wants to access on their mobile and also how they want to engage with it. The article then highlights the value of both simplicity and ease of access in terms of the software that the customers utilise.  Customers need to be able to access what they need quickly and easily. The value of social media - something we have highlighted previously - is also noted.  Research indicates that 85% of online complaints last year were actually ignored, despite almost half of the cases expecting some form of response.  With the mobile and web markets growing each and every year, it remains vital for firms to invest in order to both obtain more valuable data on their customers, as well as to help build genuine relationships with them. Essentially, the piece highlights the overall value that CRM can offer any firm.  Effective customer relationship management software can be used to collect data from all of the main communication channels and can store it within one main interface to be used accordingly. Source: Business 2 Community  MyCRM aim to help deliver effective CRM and you can see here what our current customers say http://www.mycrmgroup.com/customers.aspx but more importantly we want your business to succeed with the use of a great software solution.   To get a trail of Microsoft Dynamics CRM you can register with MyCRM here http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here http://downloads.mycrmgroup.com/Account/Register.aspx About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a business process can work in business and has therefore we have developed a number of off the shelf extensions to enhance CRM productivity. 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 you Microsoft CRM Solution:- You can get access to arrange of products for Microsoft Dynamics CRM from the MyCRM download centre here http://downloads.mycrmgroup.com after registering for an account.  

Customers want more personalisation from businesses

A new survey has shed light onto the attitude of modern consumers which highlights an interesting trend, revealing that despite concerns regarding the safety of their private information, many of them still want to receive more personalised data from businesses. This is usually found in the information that is sent to individual consumers. Organisations that used tailored marketing via email or web usually scored better with loyal customers. The SAS study showed that 71% of the 1,260 people surveyed did have some concerns regarding the recent revelations of data observation. 60% still expected businesses to be aware of their preferences and to understand their needs. 59% noted that they felt there had been an improvement in personalised communications by companies during the last five years. The results indicate that any firms involved in the customer relationship management (CRM) process should be focusing on meeting the individual needs of their customers where they can. Obviously CRM can be defined as so much more than just storing data about customers and prospects. Personalised communication can help target interest into services provided.  Extension tools like eCampaign from MyCRM (http://downloads.mycrmgroup.com/eCampaign.aspx) can help drive targeted emails with related personal data and enable organisations to use their Microsoft Dynamics CRM toolset to filter and hone datasets so that they are relevant. Respondents with incomes of over $100,000 (£65,000) were more likely to expect businesses to understand them and the same expectations were found with the under-30 demographic.  Personalisation was also expected by those with higher salaries.  Those who earned more seemed to indicate that they would be less understanding if they were to receive irrelevant messages from businesses. The survey also highlighted the fact that two particular industries were considered to be trailing behind the others in terms of customer understanding.  Airlines and hospitality were the two sectors that customers seemed to think were not pulling their weight in terms of customer relationship management.  This is interesting, as the amount of data that companies in this sector can obtain through loyalty cards, review sites and the like should enable them to out-perform those in other industries. For the full article see the link: Destination CRM   About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a business process can work in business and has therefore we have developed a number of off-the-shelf extensions to enhance CRM productivity. 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 you Microsoft CRM Solution. You can get access to arrange of products for Microsoft Dynamics CRM from the MyCRM download centre here http://downloads.mycrmgroup.com after registering for an account.

More free apps as Microsoft roll out CRM smartphone apps

Microsoft has revealed that they will be rolling out the companion smart-phone apps to their Dynamics CRM system within the next 30 days.  The apps will be compatible with the iPhone, Android and Windows handsets. Earlier this month, the company released the companion apps for tablet devices to a reasonably good reception and many users are now keen to get their hands on the mobile versions as well. Like their bigger tablet brothers, the mobile Dynamic CRM apps will be completely free. Interestingly, the company also announced on October 21st that they would be partnering with InsideView Inc to integrate that company's Social Insights offering directly into the Microsoft CRM Online and on-premises releases.  The new social marketing integration will populate Microsoft's CRM system with genuine real-time information from around 30,000 sources, and will be available at no extra cost to the Dynamics CRM Online customers based in the US (if they possess professional licenses).  The global rollout for Social Insights Technology is expected to arrive later in 2014 according to executives at Microsoft. The Dynamics 2013 software, which was codenamed "Orion", was the first major update to Microsoft's CRM platform since their release in 2011.  It currently boasts integration with Yammer, Lync and Skype, and a touch-centric user interface with improved performance, in addition to several other updates.  The tablet and smart-phone addition Apps were promised at the time of the initial release date on October 8th. The new range of apps have been long awaited s this was one of the items required with CRM 2011 that never progressed well and was left to 3rd party suppliers. The great advantage of Microsoft Dynamics CRM is that the solution is full extendable and there are number of well know platform extenders including MyCRM that have a ranges of current products available for Microsoft CRM 2011 and Microsoft CRM 2013. Source: ZDnet To get a trail of Microsoft Dynamics CRM you can register with MyCRM here http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here http://downloads.mycrmgroup.com/Account/Register.aspx About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a business process can work in business and has therefore we have developed a number of off the shelf extensions to enhance CRM productivity. 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 you Microsoft CRM Solution:- You can get access to arrange of products for Microsoft Dynamics CRM from the MyCRM download centre here http://downloads.mycrmgroup.com after registering for an account.

Does socializing your business mean good CRM?

Good question really, and yes - there is a lot of hype about social CRM and Social Marketing. So with that I thought I’d add my views and thoughts.  There are a lot of questions to be answered and there is very little point trying to jump on a bandwagon if socialising your brand and business does not fit with your product or service, although there are very few products or services these days that are not available online.   So, what is CRM? Okay, let’s drop back to basics for a while and get a grasp on what CRM really means to your business and to your customers. So what is CRM? Well the one thing it is not is an expensive investment in software and computer equipment. CRM is the process methodology used in a business for Sales, Marketing and Support strategy to understand the approach you want to or will take when managing your customers.  CRM software like Microsoft Dynamics CRM supplied as a managed service by MyCRM (http://hosted.mycrmgroup.com/) should be seen as a software application that can help your organisation achieve good processes to handle and track customer activities. A common mistake that is made (and this is the key reason a number of CRM projects fail) is that the emphasis is placed on the technology and that the software application will somehow manage your customers for you. So where should you begin? There are many methodologies and guides on the subjects as you can probably imagine. So step back and think of it like this: what do you want to achieve in the key areas of your business? Key areas are likely to be Sales, Marketing, Service and Support but take each one as an individual process.   Let’s take Sales: We all want more sales but giving some thought on how you can capture these will pay dividends. Firstly: what type of sales does your business do, and what I mean by that is, is your organisation solution selling or product selling? Solution Selling can be defined as having arranged an appointment and probably demonstrated a solution in use, then a proposal is written and a level of negotiation will take place before a deal is closed. So first step is to define that process, and then using CRM software like Microsoft Dynamics you can map the process through the several stages.  I will be writing a separate post on defining the sales process in Microsoft CRM. Product Selling can be more easily defined as “I want one of those”. This is where a customer has a need for a product, but the strategy here needs to be given thought on why they should buy it from you (i.e. what is better about the way you can sell product X?). That simplifies the type of selling a little, and thought should also be given to who the intended target are.  If your business model is B2C then consider the best way to fit your product into the target sector. If your business model is B2B then examine and understand the target business sector. Socialising your business for the sake of it (i.e. “Oh, we have a Facebook page”) is not really a strategy and thought needs to be given on how you can attract potential prospects to your organisation via popular social media sites and blogs.   Let’s Consider Marketing:- There are many ways to attract a prospects attention and depending on size of the organisation some or all of the list below may be in reach and used in a campaign: Social Media Marketing Search engine Marketing Email Marketing SMS marketing Hard Copy Print Media Hard Copy Print Direct Online Network Advertising TV Advertising Radio Advertising Web Site For the purpose of this post I’m not going to review each, but take a look at the social aspect and how to drive interest using these channels. The first port of call has to be your businesses web site, things to consider: Is the site current? Does it work correctly in all browsers? Does it represent the business and target audience that you need to attract?  Does the presentation of information work well on tablet PCs and mobiles? Is the content updated regularly? Is the Meta data correct? Can it be integrated into your CRM System easily? With the launch of such devices as the Microsoft Surface and the Apple iPad there has been a huge increase in mobile computing and the way we all consume information and access data, so consideration has to be given on how your organisation presents itself.   As more and more people access information on the go with these types of devices more businesses will have to adapt or potentially lose out to competitors that can deliver a good customer journey and access to the right information at the right time. When I started in business one thing that people would always say to me was “Cash is King!” But for good presence, awareness and marketing then “Content is King”. Once consideration has been given to presence then the next step is to consider the best approach in how to contact your prospects and customers and keep them informed of latest service updates and product updates. Email Marketing:- The most popular approach to contacting customers and individuals is by the tried and tested method of tracked email. Tracked email solutions, or email marketing solutions, enable an organisation to track who reads an email and what level of interest was shown - usually through interactions and web tracking. Email marketing solutions like the MyCRM eCampaign solution (http://downloads.mycrmgroup.com/eCampaign.aspx) has 2 key stages - the first being design of template and sending, and the second being the tracking and rating of activity. The second stage enables an organisation to prioritise the activity of sales and customer services through to prospects and customers that interact more. This approach is usually called smart selling. SMS Marketing:- This approach has also seen some popularity and is excellent to gain a response from an individual if an activity is happening within a 3 hour time frame.  A good example of this was when working with a Rugby club: The marketing team would send SMS messages to fans 3 hours before a game with special offers that were on in the bar or the restaurant. By doing this the revenue for the club pre-game increased by 40%. But sending an SMS about a special offer that is online is not likely to have the same impact, or the same call to action. Social Media Marketing:- In only a few years we have also seen the increase in the use of social networks, and although Microsoft CRM does not connect up to Facebook or Twitter natively there are options available.   That said, creating activity on a company page on Facebook or Twitter can amplify and drive traffic to a company website - and MyCRM as an organisation use this approach quite actively. See our Facebook here: https://www.facebook.com/pages/My-CRM-Limited/367480604689. More is discussed in the section below about building the social network and presence. Search Engine Marketing:- There are two main popular types of search engine marketing and these are “adwords” and banner marketing. Both Google and Bing have their own services and you can read more here: Bing https://secure.bingads.microsoft.com/ Google https://adwords.google.com Making use of adwords can be an expensive process depending on which keywords are required, and some specialist help may be required to help set up the adverts and keywords used to get the best effect if working on a smaller budget. Overall, marketing is key for driving repeat and new business and sales teams will always want more qualified opportunity coming into the business.   Support and getting it right:- A number of larger organisations are already using social media for support and I recently discovered this by making a complaint about a product I had bought from Argos on their Facebook page, only to get a very quick response and great customer service.  There are a number of ways to go about this: you can give a customer support representative access to your support page on Facebook, or have integration into another software product like Microsoft CRM.  At the end of the day the process is the same and enables a new interface to be used for your business so customers can interact with you. What is very important to understand though is that using social media for support should be considered as just a single tool and a single channel, and should not be left as the only way a customer can interact with support.   Getting Social:- Building a social media presence is an ongoing process. Some organisations do it well, and some as an afterthought. You can see the MyCRM Facebook page (https://www.facebook.com/pages/My-CRM-Limited/367480604689) that we actively post news and information that links to products and support updates.  We also run sponsored links and advertising campaigns two or three times per year on Facebook. Facebook is a great brand builder for your product - regardless of size of organisation – content can be easily placed in newsfeeds or on advertising feeds. By doing this awareness will grow, and if you have interesting things to say about product or problems that your organisation can help with then more interest will build around your social presence and brand. There are now dedicated agency businesses that will help build your social presence from as little as £1000 ($1500) per month, but you’re not going to get a great deal of content. If you’re working on a low budget then you might want to look at alternatives like Pure Content (http://www.purecontent.com/) that can help build specific content around your business by providing new stories on a daily or weekly basis. Twitter is another great tool for driving people to your web site and raising awareness about products and services that you may sell or offer.  Just like Facebook, you need people and organisations to follow what you are saying. If you don’t have an audience of volume then you’re not going to get a great return, and this is why I said that social awareness and social brand recognition is built over time. Marketing services and ads from Facebook can help but also organisations like Twitter Counter http://twittercounter.com/ can help build followers. Keep in mind that you do need to have the right message and keep tweets relevant to the service you offer. Using Twitter for competitions and special offers is also great - I have seen many competitions and promotions where an organisation will offer a free iPad or the latest smartphone if you complete your details online for a new product or event.  These competitions or promotions then draw the lucky winner from all those that entered.  This said, you do need a page and a way to record this information, so thought needs to be given on how you are going to run an online promotion with Twitter. Twitter is also great for including #HashTags. By using #HashTags you can generate interest outside of your direct followers, for instance we use #CRM and #MSDYNCRM regularly in our posts for #MyCRM (https://twitter.com/MyCRMGroup). In conclusion; does socialising your business mean good CRM? Well, like all technology enhancements if it is done correctly and the correct message is used, or you have the requirement of instant answers then yes, at MyCRM we believe that social integration will help you drive your business forward.   To get a trial of Microsoft Dynamics CRM you can register with MyCRM here http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here http://downloads.mycrmgroup.com/Account/Register.aspx   About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a business process can work in business and has therefore we have developed a number of off-the-shelf extensions to enhance CRM productivity. 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:- http://downloads.mycrmgroup.com/eNumber.aspx Extend your Microsoft CRM system with automated numbering for individual entities and text updates. http://downloads.mycrmgroup.com/eSurvey.aspx  The all-new eSurvey solution for Microsoft Dynamics CRM extends the marketing capability of Microsoft CRM even further, by delivering a fully integrated customer survey tool.

Microsoft Dynamics 2013 Apps in an App Store near you

It has been announced that Redmond has rolled out the new tablet app for Microsoft Dynamics.  The app can now be downloaded from both the Apple app store and the Windows store. The main Dynamics CRM software (RTM) set was released earlier this month. It has received good reviews from those who've used it, and the hype for the tablet app has continued amongst those who downloaded the software. The app itself promises to involve the user in all of the main activities from the main software itself.  It's easy for users to access their current activities, view their accounts, and look at current open leads and opportunities as well as viewing their contact books. Interestingly, the app also possesses the ability to access key performance indicators, with all of the necessary charts and data available for viewing through the customisable start screen and app dashboard. Bob Stutz, the corporate vice president of Dynamics CRM, said that the solution marked a 'turning point' in the industry, and invited anyone unsure about the software to give it a free trial.  He was also keen to obtain feedback: “We want to hear from you. Please let us know what you think of this product, either here in the comments, or on Twitter at #CRM2013,” Mr Stutz said. “Over the next few weeks on the lead up to our Global Premiere Event -- a virtual event where we will feature stories of customers using this new release to deliver exceptional customer experiences -- we are going to kick-off a blog series to examine the state of the market. " Read the article here Source: CIO-Today To get a trail of Microsoft Dynamics CRM you can register with MyCRM here http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here http://downloads.mycrmgroup.com/Account/Register.aspx