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 AIIM Conference earlier this month in Orlando, Florida, in a session named for his best-selling book. "The key to implementing technology isn't so much about the bits and the bytes and acronyms," Kawasaki explained. "It's about enchanting people. It's about changing people's hearts and minds and actions." Customer relationship management, or CRM, is all about enchanting the customer.  Kawasaki urges businesses to build the trust and loyalty of customers by sticking to these three principles: ·         Be likeable.  The expectations of the average consumer today are quite high, which means it is now more important than ever for businesses to be likeable.  This might mean giving customers that little something extra and offering great service by going above and beyond. ·         Be trustworthy.  Just because a company is well liked doesn’t mean that it is trustworthy.  Building trust means implementing policies that favour customers and their needs. ·         Offer quality services or products.  Companies need to go beyond offering only good service; they need to outshine the competition.  Offering lots of great features, functionality, and something people want or need goes a long way. In short, being exceptional, connecting with customers and standing out is the basis of building a solid relationship with customers. Source:   If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today   About MyCRM Here at my CRM we offer our customers 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.   MyCRM Download Centre and App Store  You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here

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 data. If customers think a business is taking advantage of their personal information, it is very likely they will discontinue working with that company.  To put it plainly, customers are a lot savvier than most businesses think. The information infrastructure A company’s information infrastructure is where customer interactions begin and end.  Customers need to know that businesses are managing their personal data carefully and securely.  These same consumers also know that strides in technology have made it easier for companies to serve them, so they can grow impatient when there are service delays. Most importantly, many consumers can tell when they are being duped, like when they get spammed with tons of "special offers." The impact of data management Data management is extremely critical to the customer experience.  Businesses are either creating new customer records or adding to existing ones.  The data management system should focus on improving speed, accuracy, and security.  These features should make search and retrieval, authentication, and metadata management more efficient.  Making these aspects better on the company’s end is important, but the impact of improving the system should also make the customer’s experience faster and higher quality.  Keeping the customer in mind when enhancing these functions will benefit both the customer and the company. Source: If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today   About MyCRM Here at my CRM we offer our customers 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.   MyCRM Download Centre and App Store  You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here

Mid-Week MyCRM News and Article Round Up.

Welcome to this week round up of some of the great CRM news and business articles of the week. I’ve had the opportunity to summarise some of theses but the links are included and always.  It’s been quite a busy week this week at MyCRM as we have been working on the release of some of our new Social Integration tools along with a number of new platforms and solutions This week we have 4 great articles that are all CRM related, so let us know what you think in the comments below   CRM best practices Even companies that have had CRM systems and practices in place for years can benefit from some reminders about techniques that can turbo-charge their CRM initiative. Having a CRM system in place is an excellent first step, but that isn’t the only thing managers must do to help boost their bottom line and make the most out of their investment.  Here’s a look at some CRM best practises that every manager should know. Gather only needed information.  If there are fields that are no longer necessary, remove them from the CRM system.  Clean up unused menus and consolidate forms; the sales team will be able to work much more efficiently this way. Stop relying on Excel.  The CRM system is there for a reason.  Use it.  Stop relying on Excel worksheets so much and start focusing on how to use the reports from the CRM system more effectively. Talk to everyone and find out what they think about the CRM system.  This means having a conversation with those who use the system and those who do not.  Get everyone on board.  Once everyone is using the same system, the benefits are undeniable.  Review the CRM system and learn more about it.  Many managers only use about 20 per cent of their CRM system and are unaware of its true potential.  Take some time to really look at it and find out what is not being used.  Is there an opportunity to improve production?  If so, take it! Clean up the data.  A major problem that many managers have is that they have old data.  Every year, take some time to clean it up and get rid of bad information.  The savings on things like outbound mailings will be shocking. Obviously, this is not a comprehensive list of all the best practises one can observe in order to make the most of a CRM system.  The key is to stay on top of it, learn as much about the system as possible, and use it to its fullest potential to garner the best results. Source:   The "Internet of Things" and CRM There is no question that customer relationship management (CRM) will be at the heart of most companies’ operations in the very near future.  CRM is a cost-effective and efficient way of building a brand, generating sales and maintaining customers.  With millions of devices now connecting to the "Internet of Things", it may become even more essential. Today, it is commonplace to spend a significant amount of time and money to enhance customer experience.  The demand for modern technology is a major driving force in the expansion of CRM software and platforms.  As buyers focus more on technology, CRM systems are becoming even more effective and savvier than ever before, making them a requirement for any business hoping for success. As it currently stands, areas of CRM investment tend to focus on social media, mobility, ecommerce, and web analytics.  However, that is all about to change. The "Internet of Things" is soon going to join those ranks as more products become connected.  Cars, chairs, buildings and even bodies are getting connected, and this is changing almost every industry.  A shift in sales, customer service, and marketing will be at the forefront of these fundamental changes. By the end of this year, connections to the internet via smartphones and other mobile devices will exceed PC users significantly, having a direct impact on the way in which businesses will interact with their customers. Source:    Enhancing the CRM experience Almost every manager knows that focusing on revenue will help to drive project objectives, but how can this be done effectively? Customer data plays a powerful role in improving operational efficiency and selling effectiveness.  Payment histories, product shipment analyses, and customer satisfaction surveys are all excellent resources for nurturing strong customer relationships, taking advantage of every upselling opportunity, improving support issues, and even helping in the collections department. Perhaps most importantly, when a salesperson does not have to search for customer information, he or she can close that deal even more quickly.  That’s where the CRM system comes in.  This type of system offers an all-encompassing snapshot of the customer and can be a great tool, but it can also set teams up for failure if every department has not integrated the system into their daily routine. Here are some great tips for enhancing the CRM experience and making the most of it: Bridge the data and processes.  A good CRM system will have an infrastructure of data that bridges all departments and customer experience.  The system, when used properly, can cleanse, parse, profile, and standardise information to create useful reports and customer profiles. Allow for multichannel access.  In an effort to drive CRM adoption, many managers neglect other systems that are also important.  Allow authorised users the chance to collaborate on ideas and make mobile part of the strategy.  Using innovation is a great way to build customer trust, loyalty, and brand value. Listen.  A key to success is paying attention to both the customer and the process.  The principle of any CRM system is to enhance customer experience and therefore improve business performance.  Listen to what the customers want and need and apply those points into daily operations. Different CRM systems have different characteristics, but they all will inevitably lead to an improved portal experience and improved productivity.  However, in order to make the most of any CRM system, commitment, time, and a little legwork are required. Source:   Using CRM data effectively There is no question that implementing a CRM system will help maintain positive customer relationships, bring in new business, and boost that bottom line.  However, if one is not prepared, the data garnered from the CRM system can be overwhelming. How can one use CRM data effectively?  The trick is to dig a little deeper and learn how to make a correlation between business activities and levels of productivity.  Sometimes, this can be difficult to do, especially when a team is new to the CRM system. It is important to understand that the CRM system is where all the customer data lives.  Managers must consider what they want to do with this data and what they want to learn.  Otherwise, it is simply a lot of data and nothing more.  Data can help give the sales team some more tools in getting – and keeping – customers.  The CRM data can also help track service interactions, identify profitable customers and locate problems. Deciding what to do A lot of the time, figuring out what one wants to learn from data is retrospective – that is, based on past experience.  Use CRM data to see which offers have gotten a good response, and then generate similar offers to that.  You could also track how many times a lead needs to be contacted before converting to a sale.  Look for patterns that can help mould the way staff handle certain situations in the future. Just remember, the CRM system will speak for the customers and let managers know what is really working and what is not.  The trick is to really pay attention and use that data to make informed decisions. Source:   About MyCRM Here at my CRM we offer our customers 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.  

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, often described as variety, velocity and volume, is a term that encompasses the massive amounts of information businesses collect from different sources.  With the proper tools, businesses of any size can benefit from Big Data.  A driving force behind the benefit of Big Data is applying algorithms and predictive models to draw value out of the data, which can then be used to solve specific business problems. That’s where customer relationship management, or CRM, comes in.  A CRM system helps to manage how a business works with both current and potential customers, and it is used primarily by the sales staff and managers.  This type of system helps a company become more profitable by helping the sales staff close more deals while helping to create loyal, happy customers. Those not familiar with CRM often think it is the same as Big Data.  Although they aren’t the same thing, they are very closely connected.  A CRM system can help extract value from Big Data.  In other words, it helps to take all of that information and translate it into smart data that decision-makers can actually use. The bottom line is that even the smallest of companies can benefit from today’s advanced CRM systems that integrate easily with Big Data to mine out what really matters.  CRM helps businesses cut through the noise and levels the playing field, which allows for businesses – even small businesses – to compete on a wide, if not global, level. Source:   Outsourcing data analytics with CRM in mind Many CIOs have turned to outsourced solutions for handing a number of IT issues such as maintenance and infrastructure in hopes of reducing spending and freeing up in-house staff for more desirable projects, including the perfection and integration of their CRM system.  Until recently, CIOs have not really included data analytics on the list of things to outsource.  Businesses are now starting to enhance their in-house analytics with external providers. These providers help to bolster the data businesses already have from their own efforts, such as CRM system data, with their own data consisting of observations from a number of sources across a wide range of demographics.  They then apply predictive analytics to this combined data to get a clearer picture of how to understand, find and keep customers.  Predictive analytics include a range of scores including those forecasting potential fraud, wealth, churn, social influences, shopper type, and recommendations. Businesses may opt to use such services while they build their own internal capacity for gathering and analysing data from their existing CRM systems or instead of doing just that.  The car rental giant Hertz is one example of a company successfully using outside data expertise to supplement their existing system of data collection and interpretation.  In short, the analytics outsourcing done by Hertz has allowed the company to give their customers a voice and to really hear what they are saying, which is a key to successful and effective customer relationship management. Companies just starting up or those modifying their existing CRM scheme may consider outsourcing analytics services to speed up the delivery of new products and services as well as to provide upgraded technology to their client base.  It can be a short-term solution to help figure out a more permanent data analytics strategy, or it can be the ideal solution for companies that have limited time and resources.   Source:   DirecTV enjoys massive sales success thanks to CRM Thanks to integrated sales and an effective CRM system, DirecTV has been able to capture more customers than ever. In the past, handling DirecTV sales calls was a real juggling act – one in which agents would be constantly referring to cue cards, punching numbers, toggling between applications, and jotting down notes.  The company also had three outsourced call centres, all using their own customer records. Back then, nothing was consolidated and it started affecting productivity and DirecTV’s £18 billion bottom line. "If you started the sales process and then hung up to check with your [the customer’s] wife, the next time you called in, you'd be routed to a different call centre and a different agent and none of that original information would have been captured," explains Mike Benson, DirecTV’s CIO. With a little legwork and planning, DirecTV officials are happy to say that their new CRM system, which is completely integrated, works seamlessly with all their call centres and office locations globally.  Sales agents now have a real-time, whole view of the customer at any given moment. This new CRM system has garnered some pretty fantastic results.  Call-handle times have been reduced and the percentage of calls that convert to sales has increased.  Furthermore, agent training has been streamlined, making it possible for new hires to hit performance goals within a week or so of getting on the floor. Real-time guidance similar to that of DirecTV is growing in popularity among businesses, especially those with call centres across a number of locations.  End-to-end CRM tools improve productivity and cut operating costs, which are two very important factors in success. Source:   If you would like to find out more about Microsoft Dynamics CRM and take a trial for your business then you can register here   About MyCRM Here at my CRM we offer our customers 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 Force Automation Software Buyer Views 2014

  Every year, Software Advice talks with thousands of professionals looking for the right sales force automation (SFA) software for their company."  This provides us with unparalleled insight into the needs of SFA software buyers across a wide range of industries.      Software Advice BuyerView: Sales Force Automation Report from Software Advice   About MyCRM Here at my CRM we offer our customers 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.  

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   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 “Hosting and Cloud Go Mainstream: 2014” study also sought to find the best practises for cloud computing with the top four being having a well-defined security architecture, knowing the end users, training users on access and security, and having a well-defined performance architecture.  The study also indicated that 26 per cent of on-premises spending was on private cloud development. A majority of respondents – about 70 per cent – also indicated that they secure website hosting, with 64 per cent procuring backup and storage services and 56 per cent paying for dedicated servers.  The findings do indicate that spending on public cloud will likely remain the same for the next two years at about 25 per cent, whilst the spending on hosting for private clouds is expected to rise to about 32 per cent. Experts believe that hosted private cloud is a natural gateway to hybrid cloud environments for many business customers.  More and more companies have transitioned away from the discovery phase and are moving into deploying cloud solutions. Cloud deployments are only expected to increase, which leads to security concerns for business owners and IT professionals alike.  The study asked respondents about security, and 60 per cent of them indicated that they would be willing to pay for premium security options. The report focused on more than 2,000 IT professionals working at a number of companies of various sizes throughout 11 different nations including Brazil, Germany, India, the UK, and the United States. Source:   Thinking of changing CRM platforms? CRM platforms are very important to the success and operations of any business, but many managers still dread the thought of adopting a new one.  The time required to effectively research all the different CRMs available and implement a platform may seem like a daunting task to many managers, but this can really pay off.  Once a particular product has been chosen, the next step is figuring out a process for organising all the data and integrating the CRM into daily operations as seamlessly as possible.  A major concern is always the risk of losing any and all information already collected on clients. Most managers will say that their biggest hesitation about changing from one CRM platform to another is the potential loss of data. Loss of data can happen during the transfer process from one CRM software product to another because each program maps data a little differently.  More and more CRM providers are actually making this process a lot easier and less painful for businesses. As CRM platforms that integrate well with other software programs become the new mainstay, business managers could find that adopting a new CRM platform significantly benefits their company.  This means using CRMs as more than just a glorified Rolodex and more as a tool for storing, managing, and analysing data. It is important to keep in mind that a lot of CRMs have similarities between features and navigation, so once the data transfer has taken place, there will be some familiarity.  It is advisable that managers begin with simple things like task management and calendars before moving on to marketing and workflow features. Picking a provider like MyCRM can help your business gain that momentum that is required for additional grows, as the team at MyCRM have over 20 years of experience and have prebuilt a number of extensions for Microsoft Dynamics CRM 2011 and 2013. Source:   A few considerations for those who need a CRM system Today, maintaining good industry partner and customer relations is essential to operating a business, which is why a good CRM (Customer Relationship Management) system is so important.  CRMs make it a lot easier to manage such relationships while simultaneously helping managers monitor efficiency and employee productivity. Luckily, most of today’s CRM systems work really well and can track things like customer contact information, past interactions with clients, invoices, contracts, emails, and even appointments.  Some CRM systems have integrated a bit of project management into their features.  Most even have reporting tools that allow easy monitoring of what actions work and which ones are not getting results. Although most CRMs are fundamentally similar, they are not all the same and many offer different functionality and price points.  This is why business owners should always take the time to research the options and determine which might be best for their particular company.  A CRM system must ultimately fit the size of the business, so a more robust CRM system may not make sense for a small business.  Start with a list of functions that are necessary and take it from there.  The amount of functionality one requires will undoubtedly affect price.  Most of today’s CRM systems are operated on a subscription basis. Something else to consider is how the CRM system will be accessed; there are server-based CRMs, cloud-based CRMs and even web-based CRMs.  Will mobile functionality be a requirement?  If so, it might be worth it to consider a system that works well with smartphones and other mobile devices.  Compatibility is also something to note as there are some CRM systems designed specifically for Mac users while others work only on PCs.  Some have been optimised for both. It is also possible to customise a CRM system to meet the specific needs of a business.  This could ultimately cost more than a subscription-based product, but it may be well worth it for specialised companies. The bottom line is that no matter which CRM system is implemented, it will change the way a business operates for the better. If you are ready to take a trial of Microsoft Dynamics CRM and work with a provider like MyCRM that can help deliver business excellence then you can get a trial from here or see what our customer have to say here Source:   More data isn’t always better This is a great article and every manager knows that without enough data, it is virtually impossible to make a sound business decision.  However, there is such a thing as too much data, especially in the world of CRM. The foundation of any CRM system is to track the interaction between businesses and their customers.  However, more records in a system aren’t necessarily better, especially if that data is not of sound quality. Some tell-tale symptoms of problematic data might include duplicate contact entries, duplicate lead records, improper lead handling, incorrect routing of leads and contacts, unreliable suppression of outbound email marketing, the inability to generate an accurate customer mailing list, and the excessive use of simple text fields. There is really only one way to resolve data issues in any CRM system and that is to get everyone who uses the system to use it in the same way.  Managers should not assume this is going to be a quick transition as old habits can be difficult to break. A good rule of thumb is to keep some guidelines on how to treat data.  For example, a name is just a name – usually from an email blast.  It isn’t a lead until the person has expressed interest in the product or service.  Leads transition into contacts once they have reached the next level in the sales process.  Every business is different, but this should give most managers a good base to start from. Here at MyCRM we can work with you to get best value and understand your data needs and system requirements.   Source:   Keeping the best until last We thought we would keep the next article to last as it shows and confirms the need for Social Media Integration.  This fits well with all the social integration work that MyCRM are now doing to bring different social data streams into Microsoft Dynamics CRM.   It is easy to add data feeds but the integration has to be done in a meaning full way     Social media changing CRM’s future Every day, more than two million people open new Twitter accounts. This says a lot about how important social media is in today’s world.  Thanks to social media, there are plenty of new challenges as well as opportunities within the world of customer relationship management (CRM).  People are using social media to do just about everything, including providing unsolicited customer reviews. According to a recent survey, around 70 per cent of customer tweets to companies are ignored, and everyone knows that ignoring a customer can cause irreparable damage to one’s business. Now is the time for companies to begin embracing the connection between customer service and social media.  Some of the biggest companies, such as Zappos and Delta, have begun using platforms such as Twitter to directly communicate with their customers, and those who do are reaping great benefits. However, incorporating social channels into one’s CRM plan can be a logistical nightmare for the IT department.  Some of the most prominent challenges include the vast amount of social interactions, a new stream of customer data, and operational efficiency.  All that noise needs to be filtered out in order to use social media interactions effectively. The CRM workflow should ideally prioritise social messages within the context of a customer’s experience and history.  This will allow for the most important data to be collected and used effectively.  Businesses might also look to cloud contact centre systems, which are traditionally better equipped to meet the scale of social interactions but can be seamlessly integrated with existing CRM systems. Remember, customers want timely responses and positive resolutions, regardless of how they contact the company.  Companies want customer satisfaction and repeat business.  Businesses that listen and respond through all channels, including social media, will inevitably build a solid and loyal customer base. Source:    About MyCRM Here at my CRM we offer our customers 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.

MyCRM Weekly News Round up

Hi and we are back, with the latest rollup of CRM news articles that has been doing the rounds this week Our first article this week is from Dynamics Business gives the 7 points of why you need a CRM system and covers some very good points, see below We then follow on with a compelling article about Software subscriptions from Search CRM which being a provider of subscription based software made interesting reading, and finally this time we are looking at an article from Tech Radar. When a company really needs CRM When a business first starts operating time and money can be short and all hands really do need to be on deck. In those early days, things often get done any way they can, but how long can that effectively last? A Customer Relationship Management (CRM) application can really make a difference in managing critical customer information and streamlining everything.  Here are a few signs that a company really needs to consider CRM. ·         Multiple information sources. Having information in multiple systems and a general air of disorganisation can impact customer service and employee productivity. Everyone should have the same single view of customer history. ·         Tedious reporting. Getting business data and pulling reports is never fun, but it shouldn’t be painful. With CRM, it becomes a lot easier to see sales forecasts, business data and performance reports ·         Data loss. If there isn’t a single source of information, then there is no question that data is being lost.  This can cost time and money. Make sure that data is kept safe and secure, no matter who is working. ·         One-size-fits-all approach to customers. Not all customers are created equal. Targeted marketing and savvy sales approaches can drastically improve the bottom line. A good CRM platform can help to ensure this happens. ·         Hardly any visibility. As the company grows, it can become more difficult to gain insight into customer interactions and outcomes. It is important to understand exactly how the team is performing. A good CRM application really is necessary for any growing business. It helps to maintain critical customer information and provides a more detailed and insightful look at the business as a whole. Source: Do CRM software subscriptions make sense? In recent news, several CRM companies are reporting significant revenue coming from subscription models, but do these really make sense for the average small- to medium-sized business? In short, the answer is yes.  Lots of companies can benefit from the CRM subscription model because it is a cost-effective way to deliver solutions to their customers. Using a subscription model allows companies to gather customer use, billing information, and feedback data, to name a few, all of which can be used to identify trends and patterns, ultimately resulting in happier customers.  Everyone knows that happy customers lead to money in the bank. The secret to succeeding with the CRM subscription model is to make sure that the business also develops metrics to gauge progress and performance.  Essentially, these can be used in analytics to determine negative situations that could potentially affect the revenue stream.  Such metrics allow managers to see how staff is performing, which customers might need help, and can ultimately prevent customers from becoming frustrated.  Thanks in part to technology, instant gratification is a huge factor in today’s society, which means that subscriptions have begun to permeate the CRM culture.  Consumers now expect a certain level of service, and the flexibility and accessibility of a subscription model definitely affords that.  Many vendors who do not offer subscription-based CRM solutions may find that they are at a disadvantage. As the CRM subscription model becomes even more prevalent, the business world will likely see big players such as Microsoft making a more aggressive push into this new arena. Sources: MDM essential to CRM optimisation According to a recent study by research firm Gartner, master data management (MDM) plays an integral role in the success or failure of customer relationship management (CRM). In order to successfully interact and serve customers, businesses need to know their customers. CRM has been an effective tool for doing accomplishing this task.  However, before switching to a CRM platform, many organisations store their data in several different places.  MDM helps to check for duplicated information during integration.  It is only after the possibility of duplicates has been eradicated that businesses can truly understand their clients. MDM is basically a large-scale approach, and it will likely become critical to businesses in the very near future.  In conjunction with a CRM platform, MDM will provide a multichannel view of customer activity and employee performance, and it will open a whole new realm of possibilities for improved marketing, sales, e-commerce and customer service. The research also suggests that any company operating without MDM between now and 2017 will likely get misleading results that could aggravate customers, resulting in a reduction of 25 per cent in potential gains.  In essence, not having MDM means a very low bottom line. In the last few years, overall IT spending has been overshadowed by CRM software sales, which means CRM leaders must start to consider the importance of MDM and its benefits and make it part of their strategy. Source:   Latest Updates from MyCRM We have now launched our MyCRM 2013 version of Microsoft Dynamics CRM 2013 as a managed service and are actively taking trials and migrations.  To find out more please visit MyCRM.  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  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: 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