6 key points on getting customer service right

It is important to never forget that the C in CRM stands for customer.  As a result, it is important to ensure that a company maintains its emphasis on good customer service.  These are some of the key factors: Happy customers are returning customers It is important to ensure that the main aim of using CRM software is still to build positive, ongoing relationships with customers.  If they feel that a company really values them, then they will be far more likely to return to it. Set and manage realistic expectations Effective CRM strategy is implemented through providing both clients and customers with genuinely realistic expectations.  Once these have been set out, it is vital to follow through.  The one thing to avoid above all costs, of course, is disappointing customers. Be ready to help, influence and be a connector When meeting someone new or working with a  new customer be ready to help and be prepared to listen not just head into a sales pitch, don’t be all pitch and sell understand what the person or organisation needs. Always document important information It is worth a business taking time to keep track of any important information about a customer, such as whether they have any family, when their birthdays are, etc.  This helps to ensure that the relationship is more personal, with businesses then able to add that special touch to their service. Respond quickly It is important for a firm to respond to customer queries as soon as they realistically can.  The quicker the response, the more valued the customer will feel, which should be something that every firm aims for.  Even if the response to the query itself has to be delayed, a company should still be able to ask if there is anything else the customer would like to deal with in the meantime. Source: Mashable It is also very important to remember nobody in any sector or walk of life enjoys a hard sell or being sold to, so remember at a human level treat people like you would want to be treated, Never sell to people just give them an opportunity to buy. CRM is so much more than just a software application it is the need to interact listen and deliver great service, the same service you would expect from any of your supplier as everyone is someone’s customer. About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.

Coming Soon eSpell 2013 the Spell Checker for Microsoft Dynamics CRM

On the success of the first release of eSpell for Microsoft Dynamics CRM some 3 years ago we have taken all the feedback from our customers and we are pleased to say eSpell 2013 is near ready for release And yes this time you can check the whole form in one click    eSpell still supports a number of dictionary languages and can still be added to custom entities as before   The spelling checking process now reviews all the fields on the form and checks in sequence giving an apropriate tick if the word is in the dictionary. This is one of the great productivity enhancement tools from MyCRM and if you have any questions please email Support@mycrmgroup.com To get a trail register on the MyCRM Downlaod Centre as eSpell 2013 will be released in the next 3 weeks. About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.      

How to use CRM software to encourage growth

One of the questions I get asked regularly is will a CRM help my business grow, and done properly the answer would be yes every time. One of the key benefits of using effective CRM data is that it can help to increase growth in the company.  That's why we're going to take a look at a new piece on the web that's highlighted some of the key methods for helping to increase this growth. This IS key to understand what you want out of your CRM and your business and this implemented correctly will drive growth is sales and repeat business. Sales funnel analysis Examining a sales funnel (i.e. the data that shows how many contacts are moving into each stage of the sales process) is an effective way to measure the company's health.  By effectively analysing CRM data, it's possible to use this information to diagnose the health of the company's sales process.  If the company is regularly losing custom at the quotes stage, for instance, then you'll know to explore this area more deeply and to make changes and improvements to the process. Forecast the future A bit of clairvoyance never hurt any business. Accurate data from the sales funnel can genuinely help a company estimate what the sales figures for the next quarter will look like.  By looking at how many leads wind up as genuine closes, it's easy to take the current set of leads and estimate sales during the next month or so. Playing to strengths Even the best teams have weaknesses.  Using CRM data effectively, can help to analyse where the key strengths are, and how to take advantage of them.  The data for instance, could show that one member of the sales team excels at converting leads into sales, but isn't so strong in getting the initial leads. This way, you can move them into their strength areas whilst still developing their other skills. The good implementation of CRM is paramount, the exercise should not be seen as installing a software solution, more over it should be demonstrated across the business that customers are placed at the heart of everything your organisation does. To find out more on how MyCRM and its partner organisation can help deliver effective and managed solutions to help your organisation grow then contact us today. About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account. Source: Business 2 Community

Choosing a great CRM software system

  A new article featured in Business 2 Community has covered some excellent beginner tips for making the right decision with regards to purchasing the right CRM system.  These are some of the standout points: Actually knowing what you want  Because modern CRM software is so versatile, different businesses will likely invest in it for different reasons.  As a result it is important for each business to know exactly what they are seeking to get out of investing in the CRM system.  A set of individual goals is probably the ideal way to manage this. Does it promote user adoption? It is always worth keeping in mind the fact that insights gained from CRM software are only going to be as useful as the data being put into it.  It is important therefore to find a system that is popular with the team themselves.  Any friction, whether it is due to the process, the people or the system itself, should be minimised. Is mobility factored in? For many modern businesses, mobility is a key factor in any CRM software.  It is therefore important to check whether it is included as part of the system you are looking at.  The ability to be viewed on the road is almost essential. Understand the customisation It is important to ensure that any CRM system can adjust to the needs of the individual company.  Every firm making use of this sort of software will have their own unique goals and needs. The system should be able to be adjusted so that it pulls in that direction. But when it comes to your business as the owner or the senior manager you will understand what is best and what processes work and why.  Investing in or subscribing to a CRM service will not automatically give your business great Customer service, in fact if you are relying on just the software purchase to do this then it will probably have the opposite effect. The reason for this is that CRM is a methodology that your whole organisation will need to adopt and the process that are defined to ne place the customer at the centre of your business from what can be described as “First Contact” to “full and Final Product or Service Support” At MyCRM we can help you understand the possibilities and have one of our consulting partners working with you to gain a Sure Step to Microsoft CRM.   About MyCRM   MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.   Article Source http://www.business2community.com/sales-management/going-mobile-benefits-crm-go-0694234

7 Things to remember when choosing CRM software

After trawling a number of CRM related articles I found this on the Business 2 Community and the article takes a look at some of the key things to consider when choosing CRM software.  Some of the points are well worth further investigation.   As a Service provider of Hosted CRM solutions using Microsoft Dynamics CRM, here at MyCRM we could not agree more as it is very important to understand what a CRM system means to your business and understand who or what you want to achieve from the system.  CRM software is a little different as it has many purposes and several key offerings.   Remember that the team has to use it   Surprisingly, some companies that purchase a CRM system do not enforce the fact that everyone has to use it.  It is important to ensure that everyone gets involved in the use of the system and it is therefore a good idea to let everyone try different software packages out.   More so keep the team in the loop when selecting the software and understand each departments needs as one system does not always fit all   Know what features you need.   There is no point going out and subscribing to an online CRM system or purchasing expensive software before you have analyzed what your business needs are, as buy or subscribing to a CRM system without any preparation will not automatically give you great CRM in your business, unlike system like Email if you subscribe then you get an email system in your business as it is a commodity product, CRM is not it is a methodology for your business.   Examine how it will improve efficiency.   At the end of the day a new system like CRM has to add some value, solve a problem you have or improve the way you work, so take a look at what you do currently and see if there is an easy way to improve by using automation in a CRM system.   Remember the mobile side of things   It is important to remember that mobile integration is essential for any company with employees who are frequently on the move.  Whenever a company is considering which CRM system to invest in, it is important to account for how it will cope with being used on the move.  Offline access and syncing is a vital part of this.   You don’t work in a vacuum.   With the growth of mobile working and the use of Social media sites like Facebook and Twitter business and your business is going social so the idea of working in a silo or vacuum has now disappeared.       Consider hardware   As with any software, it is important to ensure that the company hardware will be compatible.  Some operating systems will work better with certain software and it is important that whichever package is purchased suits the hardware that the company already uses.   Also way up the cost of purchase verses an online service or managed service like MyCRM Hosted as this can reduce the cost of implementation and attain a faster ROI.   Consider the ROI   As with any investment a company makes, the aim of CRM software is to try to improve profits and to help to build relationships with customers.  Heading into any CRM software purchase, a firm has to have a plan that will enable it to use the software to increase sales and build these essential relationships.   Source:Business 2 Community   You can talk to MyCRM about these points and more and we are happy to advised and work with you to get the best out of you MyCRM System

How modern marketing relates to CRM

An interesting article in Forbes magazine has highlighted some intriguing new viewpoints about how the modern marketing world is adapting.  We thought it would be interesting to explore the viewpoints related to the CRM process: Modern marketing represents engagement The article voices the possibility that the modern method of genuinely engaging with customer using digital and social technologies is actually a far better way of doing things, as it keeps the customer happy directly.  The modern process puts the customer first; as such, it means that it is more likely to obtain positive results. Online body language is key Modern customers reveal a lot about themselves by their choice of online action: where they visit, which emails they open, what they download.  This 'digital body language' can be ideal in creating content that is of genuine use to customers and in providing them with what they actually want, effectively reducing the risk of spam. Relationships must be built Customer relationship management should heavily emphasise the 'relationship' factor.  The relationships between the customer and the company itself should be the main area of emphasis, with relevant, ongoing communication occurring between both parties.  This helps both the customer to find what they are looking for and the company to tailor its products or services. Databases remain important When deployed effectively, databases offer enough customer information to shape the whole relationship-building process. CRM software is one of the key ways in which the data can be used to best effect. Source: Forbes If you looking for help with you Microsoft CRM Installation then please contact us today We believe CRM is more than just adopting some software it is a methodology of putting your customer at the centre of everything your organisation does so invest and spend time on the whole process to gain the best results. Here at MyCRM our aim to help deliver effective CRM. You can see what our current customers say here: http://www.mycrmgroup.com/customers.aspx, but more importantly we want your business to succeed with the use of a great software solution.   To get a trial of Microsoft Dynamics CRM you can register with MyCRM here: http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here: http://downloads.mycrmgroup.com/Account/Register.aspx About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.    

Using CRM software to measure offline marketing

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

Microsoft review usability with CRM 2013 release

From as early as RU 12 on CRM 2011 a version of the new activity feeds were available, but in CRM 2013 this unique way of looking at customer interaction is embedded into the core customer screen for accounts contact and Leads, along with being available from the main Sales dashboard.   This makes working with the current release of Microsoft CRM easier and stream lines some of the activity tracking and is definitely a step in the right direction in helping end users get to the right information quickly. The CRM 2013 release has taken on a new bold design which give the application a brand new look and feel and the Microsoft design team have obviously given a lot of thought about end users and easy navigation with the new top activity bar.  A CRM expert Mukul Aggarwal noted: "The activity feed is the first thing you see when you view records in CRM, whether it's an opportunity, lead, account, contact or service case," in his blog post “With CRM 2013, you can create or filter activities right in the activity feed” Other activities can now be scheduled through the activity feed, and they include appointments, e-mails and even custom-created activities. As part of the attempt to make the software more streamlined, it is also now possible to stay on the same page once an activity has been saved, so other actions (such as marking it complete, deleting it, closing it and converting it to an opportunity or a case) can easily be taken.  Users are of course able to go back to their activity feed at any time.  The new software has also had new filters installed, which are ideal for helping to organise the different activity feeds. The in-progress filter is especially useful in that it displays the most relevant cases, such as those that aren't complete or those that haven't been closed. Essentially, the upgrades are focused more on user experience and streamlining the process, which are two key characteristics in any system. Source 1: http://www.eweek.com/enterprise-apps/microsoft-streamlines-dynamics-crm-2013-workflows.html Source 2: http://blogs.msdn.com/b/crm/archive/2013/11/11/with-crm-2013-you-can-create-or-filter-activities-right-in-the-activity-feed-no-flipping-screens.aspx CRM is more than just adopting some software it is a methodology of putting your customer at the centre of everything your organisation does so invest and spend time on the whole process to gain the best results. Here at MyCRM our aim to help deliver effective CRM. You can see what our current customers say here: http://www.mycrmgroup.com/customers.aspx, but more importantly we want your business to succeed with the use of a great software solution.   To get a trial of Microsoft Dynamics CRM you can register with MyCRM here: http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here: http://downloads.mycrmgroup.com/Account/Register.aspx About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account. 

Good CRM means clean data so lets see how to maintain data in your business

Another interesting article from Business 2 Community has explored in more depth some of the most effective ways in which to manage data as part of a CRM system.  The old saying rubbish in means rubbish out apply here or better still you only get out what you put.   Maintaining the quality of data is obviously a key part of the process, so it is worth taking a look at some of the tips.   Clear out anything that is too old   One of the most important factors in keeping data useful is to ensure that it remains accurate. Once it has reached a certain age, it is unfortunately more likely to be irrelevant. Therefore, it is a good idea to avoid using data over a couple of years old.   If you purchase data lists make sure it is current and don’t be bamboozled by offers of cheap data or a lot of data for half price, odds are in the long run it will cost you more in wasted calls and cleaning out.   Do not buy data that is over a year old   As a general rule, all data lists that are purchased will have a bounce rate - around 30% is typical. Third party lists are more likely to be less valuable once they have gone past a year or so. However, there is no substitute for building your own data!   Having integrated system that records information from your web site and social media sites will help your business grow a faster list of active prospects that could become customers.   Track bounces   Whilst it can be tough trying to motivate yourself to always stay on top of data, it is a good idea to invest time in genuinely analysing data periodically to ensure any information that ‘bounces’ can be scrapped.   This is easy if you have an extended solution like eCampaign from MyCRM http://downloads.mycrmgroup.com/eCampaign.aspx because your CRM can easily become an effective marketing machine but there are other options on have internal process to check data updates.   Train sales reps to update the data   It is important that those within the company are trained to pro-actively monitor the data within the CRM system.  If you make this an important part of training for any new employees, you will end up with a more efficient, less clogged-up data set.   Source: Business 2 Community   If you’re looking for some help with your Microsoft CRM then MyCRM can help as we aim to help deliver effective CRM. You can see what our current customers say here: http://www.mycrmgroup.com/customers.aspx, but more importantly we want your business to succeed with the use of a great software solution.   To get a trial of Microsoft Dynamics CRM you can register with MyCRM here: http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here: http://downloads.mycrmgroup.com/Account/Register.aspx About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account. Original Article for reference http://www.businessnewsdaily.com/5425-how-to-choose-the-best-crm-software.html  

Convert CRM records to PDF and email attachment ePDF for CRM2013 RELEASED

Over the next few weeks we will be releasing versions of our product range for #CRM2013 and following on from our release of eMap last week http://blog.mycrmgroup.com/post/2013/11/05/Using-Maps-to-find-your-way-in-CRM-2013!-EMAP-2013-RELEASED.aspx We are now ready for the next solution: Popular since CRM 4.0, our ePDF solution is now fully compatible with Microsoft CRM 2013. Below are a number of screen shots that walk through the process of quickly converting a record to a PDF attached to a CRM email. For the purpose of this overview of the ePDF functionality we have used the quote record, but ePDF can be added to nearly all CRM entities that have a report, including custom entities. First we open a quote record in CRM     Once the quote record is completed you can select the PDF functionality from the toolbar menu by droping down the list under the three dots ‘...'    From here, select the ‘Create PDF Report’ option and the following screen will appear:      For the purpose  of this overview we show standard functionality, but It should noted that through configuration of Javascript the above window can be bypassed and a Report ID passed if you wish to have a single-click report to email PDF creation. When the create email option is clicked, the record will be processed and converted to display a CRM email activity record which will have the PDF of the Quote report already attached.   To get a free trial of the ePDF extension for #CRM2013 then please register and visit the MyCRM Download Centre here: http://downloads.mycrmgroup.com/ePDF.aspx         MyCRM aim to help deliver effective CRM. You can see what our current customers say here: http://www.mycrmgroup.com/customers.aspx, but more importantly we want your business to succeed with the use of a great software solution.   To get a trial of Microsoft Dynamics CRM you can register with MyCRM here: http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here: http://downloads.mycrmgroup.com/Account/Register.aspx About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/   As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.