MyCRM News round-up 5 top articles on CRM topics

Here is the latest news update, we have been trawling the CRM news channels and blogs once again to get some of the latest stories and articles and include one of our own press release this week   MyCRM launch eMap 1.2 for Microsoft Dynamics CRM “eMap 1.2 is the first release with the integrated data service giving access to over 60 million business records, and completes a milestone that has been in the plan for some time” stated Sales and Marketing Director, Alistair Dickinson Source: http://www.prweb.com/releases/mycrm/bingmaps/prweb12026598.htm   Why every business needs a CRM champion In the industry, the person who takes responsibility for a company’s CRM strategy is known as the "CRM champion."  This person doesn’t mess around; he or she knows that the main factor in the business’ profit chain is the customer. The CRM champion must know all the ins and outs of the CRM system and should always be working on honing the company’s CRM strategy; otherwise, sales will suffer. Here are some reasons every business needs a dedicated CRM champion: To keep CRM relevant at the executive level.  The CRM champion works to bring the big picture of the CRM strategy to the executive level.  He or she will work with every department to ensure that the strategy is effective and cost-efficient. To implement cost strategy.  Implementing a CRM system and strategy can get expensive, and the CRM champion should focus on making sure that the process is successful in every way from conception to launch.  As long as timelines, balanced budgets, and quality assurance are accomplished, there is success. To act as a liaison between tech and staff.  Coordinating all operations for the CRM system implementation can be a challenge, especially when it involves so many different departments: sales, tech, management.  The CRM champion should be able to speak tech just as easily as sales. To handle CRM-related questions.  There has to be a go-to person when questions related to the CRM implementation come up, and that’s the CRM champion.  He or she should be the ultimate authority on the project and be able to provide a realistic resolution.   Source: http://it.toolbox.com/blogs/insidecrm/3-reasons-your-business-needs-a-crm-champion-61071   The basics: analytical CRM One of the newer terms in customer relationship management (CRM) is "analytical CRM," but what does this really mean? In its purest form, analytical CRM is the process of supporting decision-making practises that increase the customer experience and improve customer interactions.  Analytical CRM spans the gamut from data mining and simple reporting to predictive analytics.  What does analytical CRM entail? The truth is, most companies already engage in analytical CRM and don’t even realise it; the simple act of reporting on activities fits the bill.  Sales activity reports, conversion reports, or any other similar report is part of typical sales management and is considered to be analytical CRM, although just barely. Analytical CRM isn’t just simple reporting.  It does get a lot more complex.  Massive, computing-intensive efforts that run automatically, email blasts based on pre-set customer criteria, and other actions, which are typically derived from predictive analytics, are also within the range of analytical CRM. Reporting does a company good In general, most companies would benefit from more robust reporting.  While it is true that too much data can be a problem, using only the standard reporting tools from the CRM system is just the starting point.  Every CRM system allows users to customise the reporting features to a certain extent, so managers should do so with more focus. Having a solid summary and interpretation of information on every level is important to truly understanding the customer experience and improving the impact of CRM strategies overall.  The key is to use customised reporting in small, incremental steps to truly garner the benefits of analytical CRM. Source:  http://it.toolbox.com/blogs/insidecrm/what-is-analytical-crm-and-when-do-you-need-it-59281?reftrk=no&trdref=4232425265674d61696c696e673a496e736964652d43524d   Learning from your customers Companies spend vast amounts of money on customer relationship management (CRM), market research, and analytics to figure out what customers want.  What many of these companies are not doing is simply asking their customers what they want.  This is something that can go a surprisingly long way. Remember, giving the client base a voice is an important way to enhance the overall customer experience. So, what are some good ways to source information from customers?   Ask the customers directly.  Taking the time to just ask customers what they want is well worth it.  Managers may find that customers want to learn more about a particular product or service or they may want to see a new variant of customer service.  Talking to customers and finding out what they want is a great way to learn from them and also a great way to build loyalty.  Find out what your customers are reading.  Integrating some marketing automation software into the CRM system can help correlate content downloads with sales and make connections as to what might be a trigger.  Often, a buyer’s online journey begins with some piece of content and ends with a visit to a site, resulting in a sale.  If businesses know what their clients are reading, they may be able to reach even more potential customers. Talk to the sales team.  There is no other department that deals with customers more frequently, so talk to the sales team.  The sales staff typically knows what customers are thinking about during the sales process.  It may also be a good idea to use the sales team to find out more from the customers, which goes back to the first point.  Have the sales people ask if there is anything that could have helped make the process easier.   Businesses have an obligation to keep their customers as informed and appreciated as possible while providing the best in services or products.  The customer experience is based on the interaction between client and company, so take advantage of it and learn from it. Source: http://www.crmbuyer.com/story/80246.html   Common CRM mistakes and how to avoid them Sometimes, the customer relationship management (CRM) strategies a business implements just don’t seem to be working, even with all the tools, analytics, and technology available.  Every manager knows that when the customer experience leaves a bad taste, business suffers. Here is a look at some of the most common CRM mistakes and what managers can do to rectify them.   Conducting business piecemeal.  It’s obvious when companies are doing things half-heartedly.  Simply installing a CRM system doesn’t solve the issue; implementing best practises and focusing on customer service goes a long way. Not taking a holistic approach.  All too often, marketers think about individual campaigns, not the big picture.  A strategy with a proactive approach to customer service actually enhances the customer experience.  This means maintaining customer service beyond the sale. Using poor data.  Many customers are savvier than business owners think.  It is time to improve the quality of data and shift from a transaction-based data set to an opt-in preference-based data set to drive personalised communications and offers. Using the wrong metrics to measure success.  Today’s customer typically judges a company based on the overall experience, not just the product.  So, businesses should stop looking at short-term sales and ROI from single campaigns and start looking at performance over time. Boosting the bottom line isn’t just about numbers, it’s about experience.  That is precisely why a strong CRM strategy is required.  Businesses should try to understand the customer journey from the customer’s perspective to truly satisfy their needs. Source: http://www.business2community.com/customer-experience/6-customer-experience-mistakes-dont-want-make-0847726#!FO8JT   About MyCRM MyCRM limited are a managed service CRM provider of Microsoft Dynamics CRM, currently in our 5th year of trading with customers in 26 countries.  We can provide either a full managed service platform based on Microsoft technology or have a range of software extensions though our App Store which enables end organization’s to adapt and extend their CRM systems.  We have a full in house product design and development team, along with support and service team to help organization get the best from their Microsoft Dynamics CRM implementation. Contact http://www.mycrmgroup.com/ App Store http://downloads.mycrmgroup.com/

PRESS RELEASE: - MyCRM launch eMap 1.2 for Microsoft® Dynamics CRM 2011 and 2013

“eMap 1.2 is the first release with the integrated data service giving access to over 60 million business records, and completes a milestone that has been in the plan for some time” stated Sales and Marketing Director, Alistair Dickinson Isle of Wight, UK 22nd July 2014 MyCRM, the Isle of Wight-based solution provider and software development company, has today announced the next GA (General Availability) release of eMap using Microsoft® Bing Maps for Microsoft® Dynamics CRM. Effective immediately, the latest solution can be downloaded as a trial from the MyCRM Download Centre: http://downloads.mycrmgroup.com/eMap2013.aspx.   Existing eMap customers receive the update as part of their monthly subscription. Included for the first time in eMap is access to a global business database, with over 60 million unique company records with address and location information.   This connection gives end-users the ability to search for business records of all types in a given location without owning the data. This enables those companies to build relationships with prospects and customers by location.   Businesses found using the search facility can then be converted into prospect or lead records directly within their own CRM system.   “eMap 1.2 is the first release with the integrated data service, and completes a milestone that has been in the  plan for some time” stated Sales and Marketing Director, Alistair Dickinson   Mr Dickinson went on to say: “We have been designing, developing and working on the eMap product for the past two years, and have been releasing major updates every four months. This release contains some amazing  new features that extend the usability of Microsoft® Dynamics CRM and empower end-users in any size of business in almost any sector.   “Furthermore, there are many scenarios that can be considered where our solution adds a great deal of value. eMap fits well into Sales, Marketing and Customer Service departments when combined with Microsoft® Dynamics CRM.”   A spokesperson for the MyCRM product team said: “The development of eMap has been a great opportunity for MyCRM to work with our customers, incorporating their feedback through an iterative release schedule. “This solution has been designed to incorporate a whole range of standard Microsoft® CRM product functionality, making eMap a seamless integration and giving a native user experience when working with the software.”         About Microsoft® Bing Maps in Business Microsoft® Bing Maps is a flexible platform with tools designed for rapid application development and provides seamless integration with other Microsoft® technology  The team at MyCRM have taken these tools and built a compelling and tight integration with Microsoft® Dynamics CRM.   About MyCRM MyCRM offer a range of business services to small and medium sized organisations around the globe, through  product additions and help and advice around the implementation of Microsoft® Dynamics CRM. Contact For Company or Product information please contact Alistair Dickinson (Sales and Marketing Director) alistair@mycrmgroup.com +44(0) 1983 249500   Trial Software MyCRM can provide a fully featured eMap trial including business data integration for a limited period of 14 days. Please register here http://downloads.mycrmgroup.com/eMap2013.aspx

Latest CRM News from the MyCRM Team

As usual this week we have been reviewing a number of great articles around the web on CRM and how businesses make best use of some or all of the functions.  Today we have 4 news articles in our News Cast summary below :-  Mobile CRM and security issues What to do when CRM isn’t working Time to call it quits on your CRM platform Has the CRM revolution already happened?    1.Mobile CRM and security issues   In the past couple of years, there has been much in the way of innovation for customer relationship management, or CRM.  One of these great innovations happens to be mobile CRM. As it stands, more and more companies are rightfully adding mobile capabilities to their collection of business strategies.  The mobile revolution is here.  Mobilising CRM can help lower sales costs, improve customer service, and boost relationship visibility.  However, mobile CRM is not without risk. Here is a look at the biggest security issues that come with mobile CRM.  Knowing about these risks is half the battle. Compliance issues When customers bring their own mobile devices to the mix, it is really hard to make sure that they are within compliance of government rules and regulations.  One way to deal with this issue is to mitigate the risk ahead of the game by getting the IT department involved.  This way, if a mobile device is stolen, there are ways to have sensitive material wiped clean easily and effectively. Data loss Data loss is a big deal.  The risk of customer data being lost or compromised is a very serious issue.  Mobile devices are lost or stolen all the time, so it is up to the organisation to ensure that sensitive information accessible through that device is secured. Privacy With mobile CRM, there are going to be privacy issues.  How is customer data protected?  How is corporate data protected?  Make company policies clear and enforceable and make sure that users are aware of them. Mobile CRM will inevitably open doors for organisations across the globe, but it has to be done correctly.  As long as the risks, such as those above, are dealt with early, there is no doubt that mobile CRM can help a company improve customer relationships and build their brand. Source:  http://it.toolbox.com/blogs/insidecrm/top-3-security-concerns-for-mobile-crm-59762   2.What to do when CRM isn’t working   It is true that having a quality customer relationship management (CRM) programme is essential to help grow a business, but what many managers fail to realise is that it takes more than simply having the software to succeed. Here are some examples of when CRM just isn’t working and what to do about it. Unpredictable sales When managers have very little information about when and how sales opportunities close, the result can be unpredictable sales.  This usually occurs when the sales process isn’t clear and there is a lack of incentive for reporting.  A good remedy for this problem is to have the sales team document how and why customers make the purchase. Too few prospects Often, organisations report that there is a lack of prospects out there.  Sometimes, prospecting seems futile because there is very little time for sales staff to actually get out there and hunt for them when they are servicing actual customers.  This might be the result of an understaffed sales team or a weak department.  Use rewards, upselling, and additional training to combat this issue. Prospecting just isn’t working If the sales team starts complaining that the act of prospecting just isn’t converting to any sales at all, it may be time to take another look at the current strategy.  The organisation’s core value proposition, lead generation, and marketing schemes may be problematic.  When this issue arises, it is a good time to assess whether the sales force is effective or deficient or if there is something else at play. Ultimately, it is the business owner’s responsibility to define how his or her company is to find, retain, and grow customers.  It is important to work with the sales team to generate goals and understand what is working and what is not. Incorporating these tips into a solid CRM strategy with an effective programme will definitely benefit the business over time. Sources:  http://www.bizjournals.com/bizjournals/how-to/growth-strategies/2014/04/why-your-crm-isn-t-working-and-how-to-fix-it.html     3.Time to call it quits on your CRM platform?   Customer relationship management, or CRM, can be a beacon of light for many managers, giving them valuable insight on everything that is going on with their customer accounts.  A good CRM platform does exactly that. An ineffective CRM platform can cause more damage than it prevents.  It can quickly become a burden requiring frequent updates and eating up resources.  So, how does a business owner know when it is time to move on? Here are some quick ways to determine if it might be time to consider a new CRM programme. The CRM doesn’t sync with address books.  A good CRM platform will easily sync with the address book in most email clients, smartphones, and tablets.  If this is not happening, it will become difficult to keep up with the latest leads and accurate customer information.  The CRM doesn’t automatically connect with email.  If it is up to the employee to remember to log into the CRM system and log an email or communication, something is very, very wrong.  The CRM platform should automatically connect with email so that this is done immediately. The CRM doesn’t sync with the calendar.  Whether the office is set up on Macs or PCs, the CRM system should easily sync with the calendar and allow the import and export of customer meetings and other events.  This helps to keep things organised, streamlined, and smooth. Sales are the only focus of the CRM system.  Customer relationship management goes far beyond sales and often begins well before that point.  An effective CRM system helps managers understand every aspect of a customer’s life cycle, from lead to conversion and beyond.    Maintain a meaningful business relationship by having a robust, well organised, and up-to-date CRM system that integrates important customer contacts, events, communications, statuses, and timelines. Source: http://www.bsminfo.com/doc/your-crm-and-you-tests-to-determine-if-it-s-time-to-break-up-0001   4.Has the CRM revolution already happened?   Over the past few years, there is no question that communication methods have changed, and with those changes, business owners have had to also change their CRM (customer relationship management) strategies.  This is, perhaps, precisely why social CRM is on the horizon as the "next big thing." Some people may wonder if the CRM revolution has already occurred?  Or is it happening now? There are a lot of organisations out there that want to engage their customers and keep them, and many look to CRM platforms and strategies to do so.  However, so many of these same organisations just aren’t getting it right. When CRM works, it works well despite the fact that the biggest thinkers in the industry are disappointed to say that technology hasn’t quite caught up with it yet.  As time goes on, CRM users are building their abilities and honing in on how to please customers and organise data efficiently. So, what is next on the CRM horizon – that CRM revolution, so to speak?  Mobile CRM, business intelligence, and social CRM are the big three right now.  Here’s a quick look at each.   Mobile CRM.  There is going to be a lot of talk about mobile CRM because mobility is such a big part of today’s society.  However, it is not so cut-and-dry; it’s not simple to just put an existing CRM system onto a smartphone, for example.  CRM developers are going to need better ways of incorporating data via mobile devices and apply it to everyday operations. Business intelligence.  There is no shortage of business intelligence solutions out there. However, there needs to be a better way to integrate CRM and marketing automation, which will inevitably lead to better analytics and stronger sales. Social CRM.  People are constantly changing the way they communicate and interact. The plethora of social media platforms that have sprouted up over the past couple of years is evidence of that.  With these communication changes, CRM systems must also evolve.  Businesses that stay ahead of the curve will likely see the most success. Source: http://www.crmbuyer.com/story/80320.html     If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com About MyCRM Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM. We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries. If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com   MyCRM Download Centre and App Store You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/

The secret to successful customer engagement

Technology has brought business a long way in the last few years, but there is no doubt that it will forever be the age of the customer. This means that engagement between employees and customers is more critical than ever. In most cases, engaged customers are typically better brand advocates, more loyal, and spend more money with that business. Therefore, it is important for businesses to have a clear understanding of the foundation of customer engagement in terms of how to attract and influence them. Here are some secrets to engaging the customer that every business owner should know. Trust and transparency Even though this is business, there is an emotional component to customer engagement, which is often more powerful than rational engagement. The customer sentiment cannot be ignored, nor should it be. Customers who are emotionally engaged will complain less frequently and give more compliments. Respect customer privacy and give them a voice; they will be loyal in turn. Make a commitment to fairness Everyone wants fairness in life and work. Although some businesses view ethical engagement as optional, it really isn’t. With social media and mobile devices, businesses can no longer hide their social responsibility actions or lack thereof. Fairness is a fundamental value that consumers want in the companies they support. Make knowledge available Customers put a lot of value on quality, detail, innovation, service, and knowledge. A business that provides helpful, relevant information in addition to their products and services will be viewed as more valuable to its customers. This could be achieved through a weekly newsletter, offering helpful hints on a social platform, or anything in between. Incorporate social, mobile, and traditional elements When there is active customer engagement, businesses will find that customers are more willing to interact with them by making purchases, offering feedback, and providing invaluable insights on their experiences. Therefore, organisations should not discount traditional elements to customer engagement while at the same time embracing modern methods such as mobile and social platforms. Source: http://www.cmswire.com/cms/customer-experience/4-secrets-to-successful-customer-engagement-024622.php   If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com About MyCRM Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM. We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries. If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com   MyCRM Download Centre and App Store You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/  

Regardless of your business the customer comes first, and CRM is key

See how car deals improve customer relationships with CRM. No matter what business sector your organisation is in, it helps to understand that keeping existing customers is a lot more profitable than attracting new ones.  Customers may well out grow your service but it is paramount you deliver the best experience while you can. Customer relationship management (CRM) helps businesses take control of their interactions with both future and current customers. A CRM system is a multi-faceted one that uses technology to automate, organise, analyse, and synchronise customer data for sales, marketing, technical support, and customer service purposes. CRM is essential to modern car dealers, but many simply do not know how to make the most of such a system. Here are a few tips: Keep a clean database. The secret to making the most of any CRM system is to keep the database clean. That means getting rid of any junk or useless data about every two years. Use the CRM system to revisit customers. The sales and aftersales departments need to work closely in order to keep customers coming back. Create a holistic approach to the customer experience and make sure it is a positive one. The software isn’t the only key. Too many business owners think that the CRM software is the only thing they need to worry about. However, CRM is a lot more than software; it is a business strategy. Don’t forget that. CRM allows for authentic customer reviews. Every car dealer knows just how important customer reviews are. Using CRM allows for authentic and honest testimonials to be used. People shopping for cars often check out what others have to say, so this is crucial. Use social media. Social media is not separate from CRM; it is an important aspect of it.  Car dealers should take advantage of social platforms to connect with customers and potential buyers. The article below covers some additional excellent points on how different business sectors can apply good customer service Source: http://www.am-online.com/news/2014/4/8/10-ways-car-dealers-can-improve-their-customer-relationship-marketing/34801/?page=1 If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com About MyCRM Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM. We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries. If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com MyCRM Download Centre and App Store You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/