Some of the latest News Articles and Research notes on CRM

It has been a very busy week this week at MyCRM with a number of great new opportunities and a lot of product design meeting for new enhanced marketing packs and product solutions.  We have also nearly launched our all new CRM 2013 hosted offering and are looking at new Data Centres in the USA and Australia. As usual I have been search though all the latest articles that help keep me informed of what is happening in the world of CRM and business and below are a selection of 4 of those that I found to be most interesting.   You can read more as the associated links:- CRM continues to integrate with cloud technology In today's world, technology continually evolves in order to take advantage of new abilities.  When one piece of software enables another to improve its functions, the combination can be very powerful. This is interesting, as a new report indicates that CRM is becoming more and more entrenched in the world of the cloud. The data, which comes from renowned industry analysts Gartner, shows that more and more income in the CRM market is being generated through cloud-based software rather than the in-house variety.  Indeed, the CRM market is predicted to hit $23.9 billion this year alone, which is a year of moderate growth. It is also predicted that the cloud will continue to play a very active part in the CRM industry.  The report expects that cloud-based CRM solutions will account for around half of the overall revenue by the close of the year.  Cloud-based deployments are also expected to rise from 40 per cent to 50 per cent during the year. In a way, the statistics are not surprising.  The cloud market in general has continued to grow, and its ability to offer those managing CRM solutions the means to do so whilst on the move and from different locations has proved extremely popular.  Moreover, cloud offers a sense of mobility that many other solutions can't match.  This is ideal for smaller businesses that have to evolve to meet their markets. In this sense, cloud represents the ideal platform for CRM data overall. Source: Midsized Outsider   Developing consistency within the CRM field The keys to obtaining success in any field are consistency and skill, with the latter taking time to develop.  Today, we're going to take a look at some of the different ways to help improve both aspects. Be patient CRM software is a serious investment, so it is important to bear in mind that it might take a month or so before the investment begins to bear fruit.  This is standard for any substantial change in the sales process, but it's still important to keep in mind and be patient. Ensure that there are specific targets No matter which set of software you personally choose to invest in, it's important to ensure that you know exactly which statistics you are hoping to improve on by using it.  In some cases, this will be an increase in lead generation.  For many people, it will be conversion.  Either way, it's important to ensure that those statistics are focused on.  There are a lot of useful aspects of CRM software, but not all of it is 100 per cent essential to every business. Be responsible CRM can completely transform the way a business operates day to day.  It can change the way that clients interact.  It can change the way that they are approached.  It can completely alter the social media process.  That's why it is important to ensure that everyone involved is held responsible for the results.  There should be one member of the team who is responsible for improvement in all of the main statistics that the company measures. Source: Cloud Computing   Four key customer service attitudes Part of improving your usage of CRM software is developing and furthering your skills in customer service.  Today, we're going to take a look at some of the key attitudes that anyone working in customer service needs to adopt. Attitude one: Care With many of today's customer service processes supported by technology, it's sometimes hard to remember that customers are real people.  However, whilst everyone has the technology, genuine personal care still makes all the difference in terms of achieving success. Attitude two: Treat everyone the same It's understandable that, in a competitive business world, companies often feel the need to prioritise the most important customers.  Indeed, it's often sensible; they are, after all, financially more important to the firm's stability.  However, that extra priority should never come at the expense of other companies getting the service they still deserve.  Remember, small customers can become big ones in today's ever-changing market. Attitude three: Go above and beyond Another aspect that will always set one company apart is acting above and beyond in terms of their customer service duties.  After all, stories of exceptional customer service can genuinely become viral.  If customers actually remember the way they were treated by your company, they will not only come back but also tell their friends. Attitude four: Ask others in the company Everyone in customer service and sales gets the odd tough question.  Always ask someone who knows, and never be afraid of admitting that's what you're doing. Source: Business 2 Community   Achieving CRM success within SMBs No one will dispute the fact that CRM software represents genuine value to larger companies. However, it's important to remember that it can be just as valuable for SMBs. Today, we're going to take a look at how to obtain CRM success when running an SMB. Quantify In smaller companies, there is no room for dead weight. Therefore, it is vital to ensure that there are firm definitions of success in place so that it can be determined whether or not the new system has worked after a period of time. For each company, this definition of success will differ; for some SMBs, it will simply be increased sales, whilst for others, it could mean a rise in leads generated. In any case, the standards must be firmly in place. Let the standards define the place Once the SMB knows what their CRM goals are, they can then use this data to best manage the process. The plan could be, for example, to obtain a certain number of sales within a set time period.  This allows the rest of the team to plan the process so their goals can be achieved. Integrate cross-selling Within smaller companies, cross-selling and marketing can be invaluable. It is therefore important to ensure that the CRM software is used in one of its most helpful capacities: as an administrative aid capable of keeping all the company's marketing data in one place. This enables the company to cross-reference different sales channels and customer demographics to see where the biggest sales and best results are being achieved. Source: IT Pro Portal About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from    

Forrester’s Top 10 CRM Trends in 2014

Obtaining success within an industry relies heavily on staying on top of the latest trends.  That's why we're going to use today to look at some of the key trends that are emerging during 2014. From the original post by Kate Leggett on February 23, 2014 Trend 1: Companies Strive To Be Experience Driven. In 2014, we predict that an increasing number of organizations will adopt a more-disciplined approach to customer experience transformation. You can advance your organization's customer experience maturity by following a four-phased path: repair, elevate, optimize, and differentiate. To help enterprises excel at CX, leverage Forrester's framework that outlines 40 essential practices across six disciplines: customer understanding, measurement, governance, strategy, design, and culture. Trend 2: Enterprises Will Embrace Tools That Create An Outside-In Perspective. To make meaningful improvements, organizations must align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the customer's perspective, and socializing customer insights - and organizations will embark on this journey in 2014. Trend 3: More Organizations Will Become Digital Disruptors. Digital disruption occurs any time a company uses digital tools or platforms to deliver better product experiences to customers in less time and for less money. In our digital disruption readiness survey, 89% of executives agreed that digital disruption is headed right for them, yet only 32% believe that their policies and practices will enable them to adapt - practices that must mature this year. Trend 4: The Mobile Mind Shift Will Force CRM To Evolve Quickly. Mobile CRM solution support will continue to rapidly evolve, and every CRM vendor has a mobile offering. But assembling the components of an effective mobile CRM solution to meet the precise use case for a specific type of mobile worker, or customer interaction, requires navigating a complex set of technology, process and people decisions. Trend 5: Big Data Will Turn Into Customer Insight. We expect more organizations to ramp up their efforts to turn big data into business insights. But most organizations don’t know where to start. Use Forrester's framework to help measure the maturity and guide the improvement plan of customer data management capabilities, as you capture, analyze, share data and evolve an organization to support your CRM strategy. Trend 6: Social Will Connect At All Stages Of The Customer Life Cycle. Social technologies have changed the way businesses interact with their customers. Yet, nearly 10 years into the social media boom, many executives are still reactive about adopting social media technologies, instead of focusing on the goals they want to accomplish. We predict that more companies will use a strategic approach, such as Forrester's approach, to leverage social technologies across all stages of the customer life cycle. Trend 7: Rapid Adoption Of CRM SaaS Solutions Will Continue. SaaS CRM deployments are here to stay, with over 70% of enterprises of all sizes having deployed all or some CRM, or planning to deploy CRM as a SaaS solution. And organizations don't choose SaaS only because its typically less expensive. In many cases, it gives organizations the much needed agility to quickly react to changing business pressures. Trend 8: More Companies Will Aspire To Become Agile Enterprises. All companies aspire to have a single, consolidated version of "the truth about customers," and they continue to rely on structured processes, transactional systems, and packaged apps to do this. Yet, over time, these systems have developed inflexible architectures and have become aligned with silos built around business functions that now present a serious barrier to many fast-moving companies. In 2014, we expect to see more companies to break down these technology, process, and organizational barriers to become more agile, and as a result, more competitive. Trend 9: Marketing Leaders Will Put Customer Insights To Use. Most companies treat marketing technology as a set of tools to buy and use rather than as a core competency to exploit. Marketers gather a great amount of data that can yield insights which can be leveraged across the organization. In 2014, we predict that this data will be used to enhance contextual marketing programs for greater personalization. Trend 10: Enterprise Will Support Employees To Embrace New Technologies. In our recent survey of over 600 organizations, more than two-fifths stated that their problems with CRM technologies were the result of "people issues," such as: slow user adoption, inadequate attention paid to change management and training, and difficulties in aligning the organizational culture with new ways of working. The result? Underutilized CRM investment and unmet business objectives. We predict that more organizations will apply the lessons learned from past failures to successfully deploy CRM technologies in 2014. If you are looking for some additional support with Microsoft Dynamics CRM or need help and advice on how to get stared then contact us today www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/   As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.

Email retains its position as the number one marketing channel

In a recent survey carried out by Experian Data Quality, it was revealed that in 87 per cent of the companies contacted email marketing campaigns remained the most popular option.   "Email is still a hugely important channel when it comes to marketing," noted Beatriz Santin, Experian Data Quality’s senior director of marketing, adding: "Though email marketing has had to adapt to changes within the channel and the growth of other channels such as mobile, it remains one of the best ways to reach customers and marketers are continuing to rely on this evolving yet effective method.”   Nurturing customer relationships is essential, especially in smaller businesses and sending personalised promotional mailings has been found to result in a 41 per cent higher unique click rate than other forms of ‘non-personal’ marketing. However, for this form of marketing to be successful Santin stressed that: "For personalisation to be as effective as it has the potential to be, the data that's being used to personalise campaigns has to be accurate. Our results showed that out of the 87 per cent of companies that use email marketing, 67 per cent report deliverability problems."   It is clear, therefore, that CRM systems have an important part to play in ensuring that customer contact information is current and that outdated or inconsistent data is deleted without delay. Thanks to the centralised data storage features of CRM systems the cost of ensuring such information is constantly monitored and updated is minimal.   If you are looking for some additional support with Microsoft Dynamics CRM or need help and advice on how to get stared then contact us today www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/   As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.

How CRM Software can help: manage customer complaints

I have been researching a number of really good articles this week and this one on Business 2 Community highlighted some very good points.  This article initially about the tour industry applies well to all organisations as if a customer has a complaint about a product or a service they need it to be dealt with quick and efficiently. One of the key ways to ensure that customers stick around and for you organisation to build loyalty is to deal with any complaints quickly and efficiently.  Today, we're going to take a look at how CRM can be used to put an efficient complaint response system in place. Ensure that the complaints policy is set out firmly It is important to make sure that your company has a firm policy for dealing with complaints and that this is clearly set out and that all employees understand the process and complaint policy.  A customer complaint must be dealt with efficiently and this is where a CRM system like Microsoft Dynamics CRM can help.  Using the CRM system you could create a configured case and track the defined complaint process, help your organisation collate all information gathered from the customer and act and resolve the situation quickly. Ensure that your staff are fully trained Again, this is an important factor in getting the best results.  Just as CRM software ensures that all sales letters and responses are uniform, it can also provide the same service for complaint responses.  It is important for customers to feel like they are being given a committed response.  If they don't feel this way, they are not likely to return to the company any time soon. With the rise of social media it is extremely important to get this process correct as a disgruntled customer can quickly let their feelings known on the likes of Facebook or Twitter.   Ensure that a little bit of communication continues afterwards Whilst most customers do not want to engage in repeated conversations with a company after making a complaint, there is still a lot of value in touching base once to see if the problem was sufficiently resolved, assuming that this wasn't established in the initial conversation.  Touching base can also present the company with the opportunity to offer the customer a gift or discount to increase the likelihood of future business. The act of regular communication, reaching out or touching base also shows that the company truly values the customer. Source: Business 2 Community If you are looking for some additional support with Microsoft Dynamics CRM or need help and advice on how to get stared then contact us today www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.

How CRM Software can help: avoid classic customer service mistakes

To follow on from our last “how CRM Can” http://blog.mycrmgroup.com/post/2014/03/03/How-CRM-Software-Can-Help-improve-customer-service.aspx here are some points on what things can go wrong and that need to be addressed even if a CRM is in place. The purpose to customer relationship management is keeping the customer happy, and CRM software is one of the most effective tools for this purpose.  Even when organisations implement the technology correctly there are a number of mistakes that can occur and here we look at some of the common mistakes and how to avoid them. A lack of empathy You need to remember that many companies today just don't seem concerned about the customer's needs.  In this age where customers can access the same services as yours elsewhere within seconds, it is important to ensure that the website is fully functional, customers' calls are returned quickly (CRM software can help with scheduling these calls) and that staff are all able to discuss products without having to pass customers around too much. But remember if you’re getting this wrong then maybe one of your competitor is getting it right and any amount of technology and software will not help if the ethos and organisational goal is to deliver excellence. You can use the reporting features in Microsoft CRM to make sure your teams are completing the actions as part of the process, but getting your team aligned with the goal of the organisation is critical to customer success. Making promises that are not kept Companies often make promises that they either cannot keep or simply don't have any intention of keeping.  Needless to say, this is a sure way to lose business.  Consistency is vital in terms of pricing, language used, speed of calls and a number of other factors.  CRM software can help deal with a number of these factors, and although pricing is key it is not always the deciding factor, make sure you understand your customers goals and needs and help they achieve what they want to achieve with your product, solution or service. Not treating people well It is important to ensure that customers are treated with the respect they deserve.  This is a classic error that many financial institutions make: offering all the perks to new customers whilst older, loyal ones leave and work with someone else.  If a customer is a loyal and regular one, which is something that CRM software will help show, it is important to help reward them for continuing to work with you.  Failure to do so verges on neglect. Source: Business 2 Community If you are looking for some additional support with Microsoft Dynamics CRM or need help and advice on how to get stared then contact us today www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.

How CRM Software Can Help: improve customer service

In our latest post in the series of How CRM can help articles today we are looking into the customer experience and the delivery of customer service. One of the keys to CRM success is to already have a good customer service process in place.  To start with we are going to take a look at some of the things that make up good customer service and how CRM software can help implement them. The article on Business 2 Community highlights some good points and it is worth thinking about how you expect or want you customers to get the best experience and general engagement from your business as just selling something or shipping a product is not always enough. Always make the most of interactions Customers are using their own money to purchase your products or services.  That is why it is vital to ensure that you completely stand by what you've said you will offer them.  Whether it is quality products, responsive service or excellent tech support, you absolutely must give customers what you say you will.  Customer service interactions provide the opportunity to ensure that even if their initial investment has gone awry, it can be fixed to ensure that your reputation remains. An example of using this type of interactions you will need to think how you can do this to best benefit your business, but as an example the giant supermarket chain Tesco has a loyalty card, the card will record all the data of all the purchases you make this way Tesco can send appropriate offers to you, based on your buying habits. Now it is unlikely your business is as big as Tesco and you might not have a sophisticated loyalty scheme, but you can easily use a tool like Microsoft Dynamics CRM from MyCRM to monitor and record this level of information.  You can then provide the service level based on your product offerings you have. Caring and being compassionate Caring about a customer's needs remains the best possible way to implement high quality service.  It is important to ensure that customers are being served in the way they deserve.  CRM can be invaluable here, providing data that lets you gain insight into the how they like to work, whether it is through e-mail or a phone call at the end of the day. A CRM solution like Microsoft Dynamics CRM is the perfect tool for tracking history and be able to present this information in an intelligent and informative way customer by customer. Building a structure It is important to ensure that there is a solid structure in place that measures and manages your customer service so that the same standards are conformed to each and every time.  Again, CRM can help by providing all of the relevant information about how a company's processes will work. Automated workflow can be used along with processes to help align end-users experience with the system software, which will enhance overall customer service as the process will be consistent for all. Source: Business 2 Community If you are looking for some additional support with Microsoft Dynamics CRM or need help and advice on how to get stared then contact us today www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.    

Managing CRM to leverage maximum success

It being a weekend I was just scouring all the latest news articles and posts around CRM and this post on Business 2 Community came to my attention as it highlights some of the keys point that make CRM a success in business. Some organisation do make the mistake of believing that if they buy or subscribe to a CRM platform then they will have implemented great customer service. This idea is not exactly true, but they will be on the way to implementing great customer service as having the right software like Microsoft Dynamics CRM is a great starting point, along with a global provider like MyCRM. Below are a number of key points that can help make CRM a success in any small, medium or enterprise organisation.  Let’s look at these in more details and see why CRM software can be effectively managed in order to achieve the maximum results. Tidy up the home page As the area from which all tasks spring, it's important to ensure that the home page is clear and easy to navigate.  If multiple clients are open at once, the name should appear somewhere on the title so it is easy to move around. This enables an end user to quickly get access to the source of information about any one customer and a solution like Microsoft Dynamics is pre-configured to help define easy navigation. Only open what is necessary Keeping tabs open when they are not being regularly consulted is generally a bad idea.  Keep the unnecessary tabs closed so you know exactly what you are looking at. The new look and feel of a solution like Microsoft Dynamics CRM enables an end user to easily navigate the right information about a selected customer. Always update everything It is important to keep all prospects up to date.  Not only will this ensure that you don't get lost in what you're doing, but it will also make it possible to pull completely accurate reports at any time. Log all activities It is important to make sure that all activities are logged so that the sales funnel can be accurately viewed.  Whether it is a brief telephone exchange or an e-mail that was received, anyone looking at the folder should know exactly where the prospect is in the sales funnel. Always ask questions CRM software is usually quite flexible, so it is a good idea to ask if there are any settings that could be changed in order to make using the software easier.  One minor change in terms of page structure could make the software a lot easier to use. Source: Business 2 Community To find out more about MyCRM please visit http://www.mycrmgroup.com/ and if you are already using Microsoft Dynamics then see the latest support offering here http://www.mycrmsupported.com About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.    

How CRM Software Can Help: to increase CLV in your customer base

Firstly I need to define CLV as I have heard it called many things, but in principal this is where your organisation builds a loyal relationship between your customer and your brand. I will take a look at a couple of key points and explain why the customer and CRM experience is so important.  Research has proven that once a customer enjoys the experience of owning a product or working with a brand, a loyalty is formed and customer will return to make further purchases. Customer lifetime value (CLV) is the term that we all use to measure a customer's satisfaction with a product; if their CLV is good, the customer will be loyal to the brand.  Here's how a good CLV level be maintained. Learning and acting on customer tendencies One of the things that is evidently important is being able to have the ability to monitor and gauge how a customer will typically act regarding sales and this is a key part of the CRM process. This is where a solution like Microsoft Dynamics CRM provided as a fully managed service from MyCRM can help.  CLV can be increased by accurately gauging how customers will react and responding in a way that meets their needs.  For example, if a customer always buys a product in the lead up to Christmas, he or she should be presented with the most promotion around that time of year.  It is best to make a customer's experience as individualised as possible. Tailoring, offers around previous buying patterns, will help highlight the right offers to returning customers and by using Microsoft Dynamics you can easily do this by recording all orders previously made. A strong call to action and relevant information One key thing to understand and do well is the ability to remain relevant to customers in the modern age.  After all, they are constantly bombarded with messages from competitors.  Surveys indicate that customers simply want their overall shopping experience to be improved.  Customers should always know exactly where they need to go in order to complete the transaction.  It is wise to maintain regular communication until the customer takes action, either to end the communication or moves to re-purchase. Cross-selling Cross-selling and upselling are not as prevalent as they once were, but they remain key ways to increase CLV.  By upselling and cross-selling, the sales staff are able to remind customers just how many more options they have when purchasing from the company. These methods are still considered a great asset in sales approach for bringing awareness to new service lines and new products. Source: Business 2 Community Social Awareness More and more social media is becoming a centre point strategy within marketing and sales positioning. Customer will be looking for your brand on platform like Twitter and Facebook and by having a strong presence will increase CLV in the digital world we live. To find out more about MyCRM please visit http://www.mycrmgroup.com/ and if you are already using Microsoft Dynamics then see the latest support offering here http://www.mycrmsupported.com About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/   As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.

HOW CRM SOFTWARE CAN HELP: reduce errors that no one should make

In previous weeks, we have explored the idea of customer relationship management and how it can be used in a positive way.  Today, we're going to look at the other side of the coin: where people go wrong.  Let's take a look at some of the biggest errors that people make when dealing with CRM software. Not appealing to the mobile market Customers all over the world now use their mobile devices to browse the web.  This means that if your site is not optimised for mobile devices, you are likely to suffer from a serious loss in traffic.  As a result, you won't be able to access invaluable CRM mobile data.  It is not a smart move to ignore mobile and changes to the way we work in 2014. Making things too complicated Although we have discussed the sales funnel a few times, it is important to remember that although sales can sometimes be complicated, some customers simply show up with a desire to buy.  On these occasions, it is important not to get in their way.  Ensure that it is as easy as possible for customers to get what they want. Ignoring evolution If you operate a quality company and treat customers well, they will be loyal.  However, they won't be loyal forever.  It is vital to stay on top of how the marketplace changes.  Be sure to treat loyal customers as well as the new ones or they might disappear somewhere along the line. Shirking responsibility CRM software will usually enable a team to work out exactly where the ball was dropped.  It is important to ensure that the parties responsible for any problems are held accountable. Source: Business 2 Community The customer experience is key to your business and we all as business owners and as consumers are changing the way we shop and consume services, if you need help planning your CRM implementation in 2014 then contact MyCRM www.mycrmgroup.com for help advice and support About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/   As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.

HOW CRM SOFTWARE CAN HELP: with better relationships

CRM is all about one thing: customers! It's therefore important to make sure that the relationships are managed in the most effective way.  One thing that is paramount to implementing a CRM project is that it is not just a software component for your business, in fact it is so much more, too much for one post but today I’m going to take a look at some of the specifics in terms of how the software can help Building psychological profiling Modern CRM software is capable of a great deal, and one of the most useful features is its ability to genuinely gain insight into how customers think when shopping.  Some, for instance, might always do their shopping first thing in the morning.  Others might prefer to wait until there is a sale.  In obtaining this extra level of detail, it becomes possible to send customers promotions that automatically tick the boxes in terms of what they want. With popular solutions like Microsoft Dynamics CRM from MyCRM creating the right profile and capturing data from social media or from your own web site can be quite straight forward. Product specifics Another key set of data that CRM can acquire is information about the products themselves.  For example, a holiday firm would be able to find out which flight companies were most popular for which destinations and which hotels had the most rooms open at different times of the year.  Again, this information is valuable in terms of improving sales. But as you can see it’s not about the software but definition of data.  An example would be a Super market loyalty card which tracks what as an individual you purchase, the CRM system which analyse the data and provide the best offers to you based on what you have previously purchased to the experience is tailored.   How should the relationship be managed? It's also important to develop information on exactly how the customer wants the relationship to be sorted.  Some customers might absolutely hate receiving calls and should be noted as such.  Others might like to call the store before they place an online order.  However they work through their sales, CRM software can provide the relevant information to help the process. Source: Travolution If you’re looking to increase business sales and customer support then visit MyCRM at www.MyCRMGroup.com I’m sure we can help. About MyCRM MyCRM has over 20 years’ experience in helping small to medium sized businesses understand and implement CRM as a technology and CRM as a process.  We can help drive adoption and ROI in businesses and organisations that are implementing a marketing solution through a CRM like Microsoft Dynamics.  You can read our customer testimonials here http://www.mycrmgroup.com/customers.aspx.  MyCRM don’t only provide a managed service but also off a range of product solutions which are off-the-shelf extensions to enhance CRM productivity, along with dedicated support packages to meet business requirements. We offer from our own fully managed datacentre a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.