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 benefits of CRM software is that it allows the company to respond to queries quickly by monitoring social data to look for when the firm is mentioned. It's vital, therefore, for the company to respond as quickly as possible in real-time to any mentions online, whether they're positive or negative. Monitor online reputations Another key benefit to social CRM is that it allows the firm to monitor when it is mentioned on relevant industry sites, e.g. when a hotel is mentioned on sites like Trip Advisor.  Staying on top of this data means that the firm can more effectively manage its reputation, and help to work with any customers that have had a bad experience. Making the effort to do this is well worth it: reviews remain a key part of the decision making process for many customers. Source: Hospitality Technology To help drive your business CRM strategy in 2014 contact MyCRM today http://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.  

Exploring social CRM in more depth, part 1

Social media has - and will continue to have - a big role in the world of CRM. A piece in hospitality technology previously shed light on the social side of customer relationship management, and over the next couple of days we're going to take a look at some of the key ways that it's benefits can be maximised. I recently blogged on the point of taking your business social see http://blog.mycrmgroup.com/post/2013/10/21/Does-socializing-your-business-mean-good-CRM.aspx  Here these is a review on some good points for all business Developing a strategy It is important for everyone involved in a team's marketing strategy to know exactly what the overall aim is in terms of the brand's perspective.  What is the overall goal for a company's social media promotion? Is it to raise awareness? To drive sales? Or simply to help speed up the sales process? Firm goals mean success. Pick the right technology It's important to ensure that when first choosing the relevant software, the right one is picked. The ideal method is to choose software that already fits the needs of the company, rather than having to manipulate the firm's processes so that they fit the way that the software works.  If the company's sales process already works, there's no reason to change it. Have a single person monitor the process Whilst in many cases a number of people will help to manage the social media process, this isn't necessarily ideal. Preferably, one staff member should be placed in order to specifically manage social CRM. This way there is someone firmly in place whom relevant CRM and social information can go to. Follow up and respond quickly Social CRM is important as if you’re not responding with two way communication then you’re not being social, you can easily message out but you need to be aware of what people are saying about your business and respond to prospects and customers if you’re using social channels. Source:  Hospitality Technology To help drive your business CRM strategy in 2014 contact MyCRM today http://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. 

News Flash: Microsoft Buy Parature: Think Self-Service CRM

Microsoft's planned Parature acquisition will improve Dynamics CRM customer service app to compete more successfully with Salesforce.com and Oracle RightNow Read More:- http://www.informationweek.com/software/enterprise-applications/microsoft-parature-buy-think-self-service-crm/d/d-id/1113340 Read More:- https://community.dynamics.com/crm/b/crmconnection/archive/2014/01/07/microsoft-dynamics-crm-and-parature-a-match-made-for-you.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.  

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 channels should now become a key factor. Big data steps in Big data has become a reasonably big deal in the last couple of years, and it's expected that the trend will continue within the next year. One of the key parts of marketing success is going to be the ability to actually leverage that information in order to provide a more beneficial experience for the individual customer. People are still the key No matter how much the customer service side of CRM becomes based around the various web technologies now in operation, it's important to remember that in the end, it is all about the individual person. Technology should mean that firms are able to take a more personal approach, even when dealing with a large amount of customer service claims.  The ability to treat every single web customer as special will likely set companies apart from the competition over the next couple of years or so. The Sky’s the limit with Clouds The paradigm for business I.T is shifting and the trust in hosted and managed service from small to medium enterprise is growing.  This is mainly down to cost effective services being offered and the need for flexibility and access to data. In Gartner’s 2013 CRM Applications Report, software-as-a-service offerings accounted for almost 40% of total software revenues from CRM spend in 2012 and it’s only going to grow further as business activity should not be about IT and making your systems work it should be about making sales and supporting customers in your direct sector. Source: Business 2 Community 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 Marketing for better Sales

After reading an interesting article of Business 2 Community I have to concur that a CRM system remains an effective investment for many people. However, there are several keys to making it work, especially within marketing. This is interesting, as it's often seen as being part of the more specific sales-side of things. Interestingly, though, statistics showed that 46% of marketers using more mature lead management processes will then in turn have sales teams that follow up on more than 75% of the leads they've generated. Sales teams linked to 25% of these marketers will be able to contact prospects within around a day - the figure otherwise is around 10%. There is obviously, then, a lot of potential for marketers to use CRM software effectively. One of the key ways in which CRM can aid marketers is profiling and segmentation. The marketing team needs to be able to ask the right questions in terms of what the different customer demographics want, and the CRM software can help to provide this extra level of insight. Integration with e-mail marketing is another useful benefit of CRM systems. According to Jupiter research, relevant, on-the-ball e-mails help to drive around 18 times more revenue than general broadcast e-mails. And working with a provider like MyCRM can benefit organisations further as they not only offer best of breed CRM using Microsoft Dynamics CRM but can off extended function all in one place and include things like email marketing directly from the hosted managed CRM system. This offer some great advantages as marketing users can automate the CRM system to create lead follow ups for sales based on a scored criteria or location of prospect.  You can see more here http://downloads.mycrmgroup.com/eCampaign.aspx Finally, general ROI management can be aided substantially by the CRM process.  By using metrics such as customers acquired, attrition rates, cross-sell rates, up-sell rates and the average number of transactions, marketers can more accurately adjust their processes in order to help achieve higher levels of sales, and to better increase communication with customers. Source: Business 2 Community 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 Building a Business Sector Community

It's important to always try and stay on top of trends within CRM, as this is one of the key parts of obtaining success. Interestingly, many people believe that community will play a key part in the industry during 2014. Building an online community has long been considered a key part of general online success, and it's hard to imagine that it won't therefore impact CRM software in some way. It's likely that customer interaction through the community will become a key part of generating sales general. If run effectively, for instance, communities can provide a lot of relevant information to companies regarding the general viewpoints of customers, how they view certain products and ranges, where they'd like to see improvements, etc. It's therefore entirely possible that community will receive an enhanced budget from many companies during the upcoming year.  The potential for community data to be integrated with CRM software is obviously limitless. CRM software relies on genuine data from customers on likes and dislikes, when they're most likely to purchase, what area of the business they're interested in, as well as a number of other factors. Community offers a chance to obtain such areas of relevant data, whilst helping to generally build on the company's online reputation. If managed effectively and given the opportunity to thrive, online communities could be the ideal way for a firm to push their sales onto the next level whilst improving their own reputation and keeping customers happier: in this sense, it's almost the ideal addition to the CRM process. Source: CRM Buyer If you are looking for some help with the implementation or development of your Microsoft Dynamics CRM then you can contact our team here http://www.mycrmgroup.com 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, with 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. If you have any questions need advice or general support then MyCRM can help you move forward. 

CRM in 2014 the right choice for your business

Recently seeing this article on Customer Think Customer Think it gave me the opportunity to pen some thoughts about using CRM in your business in a growing economy.  As the world recovers from what was the worst financial correction in our recent history one thing that is for sure is that small and young businesses, and some of those that are established will be look for efficiency to help create growth.  Delivered and implemented correctly a software solution like Microsoft Dynamics CRM 2013 which enables growth and efficiently can help drive your organisations CRM Strategy. It's important to try and stay ahead of any industry in order to obtain success. That's why we thought it would be interesting to take a look at a new article, which has made a few predictions regarding CRM trends in 2014. These are some of the keys: Linking configuration, pricing and quoting More and more companies have invested in the ability to link the configure, price and quote process, and it's considered likely that this will continue during 2014, with the aim being to be able to automate more tasks that would otherwise be manual. Self-service It's possible that businesses in 2014 may also choose to continue to adopt self-service community portals. These can not only lower service costs overall, but can also draw in users by adding reward systems or gamification features. Field force management It's also considered possible that more CRM-driven field force tools will be used in order to make sure that the service force efficiency is being maximised. This should lead to a number of positive measures including the improvement of scheduling efficiency, automated inventory review and the increase of lead generation. Mobility becomes even more important There's no denying that - as is the case with many different industries, mobility will become more important in the CRM sector. Compatibility with smartphones means that sales staff can access everything they need whilst on the road. This can have a hugely positive impact on sales figures when the devices are used in the right way. If you are looking for some help with the implementation or development of your Microsoft Dynamics CRM then you can contact our team here http://www.mycrmgroup.com 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, with 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.   If you have any questions need advice or general support then MyCRM can help you business move forward.

Measuring CRM effectiveness and ROI

One of the biggest investments your business can make is software and hardware, so it is critical that the decisions made are not on a whim but made with the correct information to hand. As an investment, there's no doubting the fact that CRM software can represent excellent value for money. However, being able to measure exactly how effective it's being is a key part of working out exactly how valuable it's being. That's why a new piece on Investment News is worth looking at: it details some of the key attributes to look at in order to work out CRM software's ROI. Engagement How pro-active is the software in terms of actually creating engagement with customers. Yes, it sends out e-mails, but does it receive them back? How many people have engaged with the brand that otherwise wouldn't have if the CRM software was not in place. Key things to consider is the configuration of the system and how metrics can be gathered and used for business purposes.  As an example CRM with email marketing from MyCRM has an average cost of £50 per user per month and enables an organisation to send unlimited emails and track responses.  If those responses are not then used for sales and further engagement where is the ROI?  Well it might be an ROI in driving more traffic to your web sites, but predominantly real ROI in anything is dictated by the number of returning sales and profit generated. Percentage of clients The chances are that before the CRM software was installed, your firm already had a number of clients in place. The key, then, is to work out how many of the clients you now have were brought in through the software. Are there clients there that probably wouldn't have bought a product or service had it not been for the software? But as you wil know the software is just the enabler so the strategy for your CRM is how you can drive more business and record and react on the information you have.  Many organisation will start small and define a single process.  Some define the whole business, either way at MyCRM we can help you work towards a goal of successful customer management and sales generation. Client turnover This is another key factor. Removing client turnover full stop is virtually impossible for any business. However, it should be possible to measure whether or not this figure has gone up or down since the software was installed. Remember, CRM stands for Customer Relationship Management: the software is there to help you improve the ways that you engage with your clients. It's important for statistics to bear out the fact that it's doing that. Source: Investment News If you are looking for some help with the implementation of development of your Microsoft Dynamics CRM then you can contact me here http://www.mycrmgroup.com 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, with 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.

5 Steps to migrate to new CRM software

If you've made the decision to move to a new and more productive CRM system, then it's important to be able to justify the migration. A new piece in the Business 2 community website has highlighted some of the ways in which this can be justified. Through research Anyone who's made use of CRM software before knows how vital it is for the software to be fully compatible with the needs of the team. If you're able to highlight some of the ways that the new CRM system will blend in with company processes, then you're halfway towards selling it. Discuss the idea with everyone It's important to discuss every aspect of the CRM process with the sales team. Try and glean from them information regarding how they would improve the tools that they're currently using, and what suggestions they might have in terms of software used in the future. Being able to combine relevant software with the needs that the team have specified is a strong factor in making changes. Analyse the opportunity costs When choosing between different CRM software, it's vital to ensure that the one you go with offers the best opportunity for improving sales. One of the keys to this is making sure that it offers the latest in mobile compatibility, and includes aspects such as phone integration and report generation. The better results the CRM software can produce, the more favourably it will be looked on as a good investment. Any data evidence to support this can only help the case. Rally the team involved. Once you’ve done the research and chosen a solution to propose, speak to others about switching CRMs and get them onboard, too. Start with your team and branch out to others in the company – tell them why they should want to switch, too. If management hears the suggestion that it’s time to switch to a new platform from multiple sources, it will be an easier message to digest. Get management buy-in. You made it to the final step. Congratulations! You’ve done your research, analyzed costs and gathered support from around your business. Now, write it all down and present your findings to management. Tell your boss why switching CRMs matters to you, your team, other teams, and last but not least – them. Source: Business 2 Community   If you are looking for some help with the implementation of development of your Microsoft Dynamics CRM then you can contact me here http://www.mycrmgroup.com 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, with 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.

Top CRM buyer trends in 2013 by Software Advice

An interesting set of research results has been highlighted by Software Advice an organisation that typically helps buys of software pick the right solutions You can see the full article here http://www.softwareadvice.com/crm/buyerview/report-2013/ The research was conducted with 5,279 software buyers between January and August this year and uncovers the top deployment model, features and motivation for evaluating new technology. Here are some of the key findings:  · Of companies who indicated a deployment model preference, 96 percent requested a cloud-based solution · Seventy five percent of integrated suite buyers requested sales force automation · Seventy six percent of best-of-breed buyers requested sales force automation · Nearly 90 percent of buyers requested contact management, note-taking capabilities and/or reporting and analytics As we move into 2014 and 2015 the software industry will continue to change and those vendors that are ready with download one use apps will likely prosper along with the solution providers that offer easy access to functionality for download or from within the cloud as a servers also known as Software As A Service. The research goes on to show the views of CRM buyers, and below the commentary from leading analyst Paul Greenberg discusses the points raised. Implications for CRM Vendors  In discussing our results with leading CRM industry analyst Paul Greenberg, we discovered a few implications of this report for software vendors. For one, CRM vendors need to ensure they focus on their products' reporting and analytics features -- companies increasingly expect these features to deliver real-time insights that enable them to personalize the customer experience and not just report on productivity. Additionally, vendors need to make social an integral part of their product; both in reporting capabilities as well as in the information included in contact profiles. In addition to Greenberg’s insights, our analysts see another implication for software vendors in this data. While 91 percent of buyers were interested in a standalone, best-of-breed solution, 25 percent still asked for integration with other critical systems. Vendors need to invest in making solutions capable of integrating with a variety of business programs, including those within the CRM industry, as well as other critical enterprise systems. Analyst Commentary  “In its early days, CRM systems were really good at creating operational efficiencies,” said Paul Greenberg, president of The 56 Group, LLC. “They still do this today, but now it's also about how effective they can make each interaction in terms of actually growing revenue - not just cutting costs.”  “CRM vendors should focus on adding or improving capabilities that will increase the efficiency of CRM’s bread and butter, sales force automation,” said Ashley Verrill, CRM analyst at Software Advice. “While many buyers are still looking for standalone functionality, there is a significant demand for CRM that works with social and other forms of data to streamline customer service efforts and take action when it matters most.” Methodology  The data presented in this research was obtained through Software Advice’s interactions with 5,279 CRM software buyers between January and August 2013. In these conversations, buyers were asked which functionalities, integrations and applications were crucial in their new system, as well as which deployment model would work best for their organization. Of the buyers included in the sample, 68 percent were currently using non industry-specific software or manual methods to manage customer relationships. About Software Advice Software Advice is a trusted resource for software buyers. The company's website, www.softwareadvice.com, provides detailed reviews, comparisons and research to help organizations choose the right software. Meanwhile, the company’s team of software analysts provide free telephone consultations to help each software buyer identify systems that best fit their needs. In the process, Software Advice connects software buyers and sellers, generating high-quality opportunities for software vendors. Since its founding in 2005, the company has assisted more than 150,000 software buyers. Software Advice is headquartered in Austin, Texas where it employs a team of ~80 (and growing). It has been recognized as one of the fastest-growing companies in the United States by Inc. Magazine. If you are looking for some help with the implementation of development of your Microsoft Dynamics CRM then you can contact me here http://www.mycrmgroup.com 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, with 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.