Combining social media and CRM

I recently posted an article on socializing your business with CRM and what CRM could be defined as http://blog.mycrmgroup.com/post/2013/10/21/Does-socializing-your-business-mean-good-CRM.aspx in this post from Hospitality Technology the author highlights some key points to be considered. Customer relationship management remains one of the most valuable modern marketing tools, and utilising social data plays a key part in its success. This new article has highlighted some of the ways that social strategy can be improved or deployed effectively. Have a real strategy It's important for social promotion to have some sort of brand message, as well as an end-goal. For some companies, this could be to drive sales, for others it’s increasing the general reputation of the brand. Find the Correct Vendor Most solutions by default will be an 80% fit for your business but some organisations that provide systems will have a tailored or vertical solution which may be a perfect fit, but this should be evaluated as some templates or vertical solutions can be over time become restrictive to businesses, that change dynamically. Ensure responsibility CRM software can be brilliantly effective, but it's important to ensure that it's managed well. All businesses using CRM should ensure that they have at least one person who is responsible for managing the social media information flow. When one person is responsible for this, it's easier to ensure that the data is being managed effectively. Engage as much as possible It's vital to ensure that engagement in social tragedy is constantly built up. Indeed, for many companies social strategy is entirely based around trying to increase engagement with customers. CRM platforms are perfectly designed in order to aid this, so there's no excuse to not focus on it. Respond quickly One of the brilliant things about social and CRM is that it enables sales teams to respond to enquiries as quickly as they can through social channels. It’s important that the team does so. Use the tools effectively In the end, the emphasis should be on ensuring that the CRM software combines perfectly with social media data to increase sales and brand awareness. What Tools Exist A number of tools exist for social CRM but make sure your definition of what your organisation wants to achieve is well defined as if you linkup lots of data sources you may very quickly end up with a Database that is not that useful. Source: Hospitality Technology If you are looking for some help with the implementation of development of your Microsoft Dynamics CRM then you can contact me here http://www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre, with a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.  

When is the right time to invest in a CRM STRATEGY?

A new piece in the Business 2 Community website has explored a number of factors in terms of the right time to invest in a new CRM system. Some of the points are worth looking at further: Once a certain level of customers has been built up CRM is purpose built to assist your sales team in serving clients and customers in the best way. Essentially, it is therefore worth investing in the system as soon as you have enough customers. The likelihood is that the software will actually help you maintain their custom and grow with the needs of different organisation you work with.  Once you have a CRM system in place you can easily import data that you might have purchased and start marketing to those organisations and contacts to drive interest and sales. If you're starting to lose customers A customer base that starts to shrink is a serious problem for any company. So what, exactly is the cause of it? CRM software can be a very effective way to help a firm work out why customers have left: because it analyses every step of the sales process, and trends can be seen in the data and problems identified. With a system like Microsoft Dynamics from MyCRM you will be able to track key areas like Sales, Marketing and Support and if you have unhappy customers then you will soon be able to track those interactions. If communication is a problem Effective communication remains a key part of the sales process, and if the team isn't able to effectively and easily share information relevant to the sales process, then this will likely cause some problems. CRM software will enable a firm to store all useful data in one place. Collaboration is key to success and the last thing you want is individual sales people becoming silos and not sharing opportunity and success. When the business is uncertain If you're unsure where you're going, then a CRM system is a seriously worthwhile investment. By analysing the data it becomes possible to analyse it all and to forecast future patterns. As a result, the company can be better prepared for the future. Moving up from Start-up As your young business starts to grow and expand this is the key time to introduce affective tracking and monitoring systems Like CRM.  Key areas will be Marketing, Sales and Support, and at a glance you will need to understand what is happening in your business. Have the knowledge to understand customer interaction feedback and sales will help you to plan and realise growth. A CRM solution like Microsoft Dynamics CRM from MyCRM with eCampaign ePDF and eMap can help deliver these systems to your business.  Your organisation will then be able to see customers by region and understand what type of business and products are being sold to what type of customer in what areas and by who. Post-recession when growth returns. The past few years have been difficult for a number of business sectors but as we emerge from the global slowdown and the banking and financial readjustment, growth will return.  This is now a great time and opportunity to review your businesses Sales and Marketing strategy.  The global uplift over the next two years will cause business growth and market leads will emerge, those organisation that streamline and deliver customer excellence will lead the growth and upturn from the front. Working with MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre, with a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com    As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com  after registering for an account. Article Source: Business 2 Community Site www.mycrmgroup.com

SMEs praise the benefits of cloud CRM and Online Services

A new article in Biz Community has highlighted some of the value that can be found by using CRM software within a cloud based environment.  With nearly 60 SMEs citing cloud has a key benefit, the indication is obviously that the scalability of this software represents a key benefit for many people, alongside the potential to constantly upgrade and improve the software as functionality improves. The independent survey, which spoke to over 500 different SMEs, showed that one of the biggest attractions for cloud-based CRMs was the ability to avoid incurring high initial costs such as IT staff and additional infrastructure just to get the process going.  Cloud based CRM, for its part, is far more likely to offer better return on investment, especially during those early days.  Indeed, at a time where businesses of all sizes are trying to cut down their expenses, 58% of them considered this the key benefit of the cloud. Flexibility within cloud-based CRM was also cited as one of the main perks, with 40% of the businesses lauding it.  These companies noted how easy it was to upgrade the software when it was utilised on the cloud, and in turn enabling the firms to keep pace with the latest features without having to constantly re-invest and risk hurting their ROI. Other benefits noted by the companies included the reduced maintenance and staff costs that naturally occur as part of the cloud, the increased access to multiple functions and integration between departments and the ability to tap into the powerful processing abilities of a third party server. With online a cloud based system providers like MyCRM can help a business achieve goals and marketing capability quickly and easily with simple setup and training.  The need for long winded projects and the purchase of software is now evaporating and as more services come online business in the SME sector will only benefit further. About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre, with a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account. Article Source: Biz Community

Getting ROI from CRM not just Like for Like

A new article in Business 2 Community has chosen to take a look at calculating ROI when using a CRM system.  Interestingly, within the piece are several tips highlighting the different mistakes that are typically made when using the system.  These are well worth further exploring: Information silos Businesses will often simply replace one set of information silos with another taken from the CRM silos.  There is no thought to the process, and often the new set of data is no more valuable. Understanding the business process and how this is implemented is key to the success of not only the implementation but giving your Customer the experience they deserve. No reconciliation Another very common error is the fact that there is often no reconciliation between the goals of sales and the goals of marketing.  These are two key departments within the CRM process, and it's vital for them to be able to co-exist. CRM can help join this departments and business processes together but thought needs to be given on the tools to be used and the implementation, using tools like eCampaign from MyCRM can help create follow-up phone calls for sales teams from marketing activities. Managers create reports for the sake of it Whilst there's little denying the fact that effective reporting can offer genuine insight capable of increasing sales and improving the process, it is still vital to ensure that this reporting is being conducted with legitimate aims, rather than just for the sake of it. Within tools like Microsoft Dynamics CRM you can easily create Dashboard activities to give a snapshot of activity without running and producing lengthy reports. Managers not accepting the CRM data On some occasions, it's an unfortunate fact that managers stuck in their ways will actually ignore the data that the CRM software has provided, and instead continue to try and control the conversations in a pre-CRM manner, this is down to engagement and end user training of the new implementation. Not actually using the system Some businesses still believe that a CRM system is the key to sales success, and it is.  However, it has to be used effectively: if it just sits there, then not much of interest will take place. The CRM implementation for your business is not about the purchase of a new bit of software but very much about bringing all teams together to share collaborate and work effectively placing your customer at the centre of your organisation. Source:  Business 2 Community 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.

CRM and the sales team

A new article in the Business News Daily has taken an interesting new approach to the CRM process by asking exactly how the Wizard of Oz can teach companies about the CRM process.  There are actually some interesting lessons within the piece:   Sales teams should concentrate on closing   It's important to remember that any CRM software should be used to help compliment the work that the sales staff are carrying out, and shouldn't mean that they spend all of their time simply adding information to a database: as the article states, they're not data entry clerks!  It's important that the CRM software makes the sales process simpler.   Optimise the solution around the sales team   Again, this is a matter of ensuring that the sales team's abilities are complimented by the CRM software being used.  Skilled sales people are capable of seeing opportunities and making the most of them.  The CRM software being used should enable them to thrive in making the most of their already existing skills.  It's important that it doesn't slow them down.   Value the opinion of the sales team   It's vital to always allow members of a team to contribute positively to the process in which they're involved.  In this sense, it's vital that the sales team are able to work with management in order to improve the processes that the CRM software is linked with.  They should be allowed to use their expert knowledge to help the management ensure that the software is working to the very highest levels of potential.   Source: Business News Daily   As we move in to 2014 and as economic growth returns to all areas of business you may be considering better CRM and automated system, if so, then contact MyCRM to help implement Managed CRM http://www.mycrmgroup.com   About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre 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 Improve the CRM Process

Once the CRM software has been invested in, it is important to ensure that you make the most of it.  That is why it is worth having a further look at a new piece in Mashable, which is focused on some key ways to improve the process: Foster word of mouth Even in the digital age, word of mouth remains invaluable in helping to increase sales.  The more customers talk about a company, the better!  Building a good online profile and obtaining a high level of trust with customers is the ideal way to help develop the profile enough for people to start passing on recommendations and a good CRM software system can help with this. Remember in a digital social world, a like or a tweet can have the same amount of response as human interaction and digital word of mouth should be part of your CRM strategy. Value feedback Asking for feedback on the web can be a brave step to take but it is a good idea.  Whilst customers will usually be brutally honest with everything they are unhappy about, they will rarely actually troll in the conventional sense.  Use feedback and combine it with relevant CRM data to improve the process. Also work with your customers and ask for references for your products and services, if they are unhappy they will soon tell you or not want to respond to the request. Always be honest One of the most important ways to handle the CRM process is to make honesty the key policy.  The key is to build up positive, trusting relationships with customers and honesty remains the best way to do this. Always take a personal approach to communications, especially if the company is smaller. Keep track of all the data As with all CRM software, data is invaluable in ensuring that relationships increase and sales grow as a result of the data.  Ensure that data is kept accurate. Source: Mashable As we move in to 2014 and as economic growth returns to all areas of business you may be considering better CRM and automated system, if so, then contact MyCRM to help implement Managed CRM http://www.mycrmgroup.com   About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre 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 empower your team to integrate with CRM software adoption

An interesting new piece I found on the Computer World blog has explored in more depth a vital factor in implementing a new CRM system: namely, the staff that will be using it.  It's always worth exploring the potential 'people factor' in terms of effectively using the software Here are a number of topic areas that should be given consideration as part of the implementation plan as adoption of the system is key to success. Convince the workforce of the value Everyone who's worked with a CRM system knows how valuable the software can be.  However, it's still vital to ensure that everyone who is new to it is given examples and demonstrations that show how much easier their job will be once they start using the software.  Ask them for feedback In the early stages of using the system, always encourage your staff to be vocal in asking questions.  If they're certain about everything, they're far more likely to obtain great results.  Whether it's an enquiry about workflow or simply a question regarding how to actually use the software, always make sure questions are answered. Provide a positive vision for the system It's important to provide the sales staff with a positive vision for the future.  Emphasise the ways in which the system will both reduce workloads and increase sales. Effectively manage the change process Effective change management is a skill in itself, and one that's vital when implementing any new software.  Once the staff know how valuable CRM software can be and how much it will help them, they can then begin the transition.  Ensure, though, that you stick rigidly to the three-stage process of preparing for the change, implementing it and then reinforcing the change once it's in place. Source: Computer World As we move in to 2014 and as economic growth returns to all areas of business you may be considering better CRM and automated system, if so, then contact MyCRM to help implement Managed CRM http://www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre 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.  

Mobile Dynamics CRM proves effective

Microsoft's own Dynamics CRM software has been proving very popular since it's upgrade earlier this year.  In particular, the mobile apps that came alongside the software have been making waves big enough to be featured in a new piece by Sci-tech Today. The ability to create, update and delete CRM functions such as tasks, accounts, contacts and leads on opportunities has been applauded by many users of the software.  As well as this, the ability to attach images to records, to create and update notes and to make phone-calls all within the software has meant that the sales process has been streamlined for many of the companies currently using the software. The mobile apps were released across the board, with iOS users requiring either the 6th or 7th iteration of the software to operate it.  For Windows customers, only 8 will do, although there are interestingly some features that are exclusive to the latter operating system.  The ability to map customer addresses, view their social activity feed or view data that's already been looked at can only be carried out on the windows handset. Before the apps were released, Dynamics CRM could only be accessed through a browser, but the new iteration is far more customer friendly.  Brad Shimmin, an analyst at Current Analysis, said that Microsoft was obviously trying to create "a more consistent experience across devices, even as they make their Windows Phone devices' experience a superior one." Interestingly, outgoing CEO Steve Ballmer had already touted a One Microsoft vision focused on greater unity between devices and services. Source: Sci-tech Today If you need help implementing you CRM strategy or are just looking for a provider than can manage the service for you then please contact MyCRM today on http://www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre 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 your CRM data during the Christmas build-up

It is now December and as almost everyone knows the festive season is also one of the key sales periods for any retailer, whether they are online, on the high street or a combination of both.  A new piece has highlighted how CRM software can help any company improve their festive sales. Analyse the customer data If a CRM system has been in-place long enough, it is possible to analyse customer data and anticipate exactly what sort of purchases will be made during the festive period.  What will different customers buy and when will they buy? Create unique messaging Some companies will send out e-mails based solely around Christmas, i.e. 'here is our new range of Christmas products.' However, it is important not to forget that all customers are different.  They should, therefore, be sent different e-mails.  Christmas focused, yes, but still based around their likes and dislikes. 'Christmas bargains' should go to some people, and 'spoil yourself this Christmas' should go to another.  CRM data is the key in helping to segment customers and the data should not be wasted. Send out useful information CRM data will enable a company to send customers relevant information about services and products over Christmas.  If, for instance, a customer has bought a Christmas hamper every year for the last four years, it is reasonable to expect that they will do so again.  Knowing this enables the company to send them information on the different hampers available at the moment and where they can pick them up from.  This targeted festive marketing is one of the key benefits of using a CRM system. Source: Clickz Once the Christmas Holidays have passed you there are a number of things you should look at to help drive you business year on year Here are a few points 1.Analyze your customer sales. 2.Segment your customers. 3.Create messaging for individual customers and/or pools of customers. 4.Nurture and educate them with relevant  information. 5.Send them an offer. 6.Watch sales roll in; track, test, evaluate and repeat. If you need help implementing you CRM strategy or are just looking for a provider than can manage the service for you then please contact MyCRM today on http://www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre 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.