The art of customer enchantment

I recently picked up this article on Search CRM and thought it would be worth sharing as there are a number interesting points highlighted, one key point is that, it is your approach to good customer service and not a software application that is going to help you succeed. The key to longevity in any industry is rising above the fray and becoming an enduring brand. Silicon Valley author, investor, speaker, and business advisor Guy Kawasaki, who has worked for Apple in the past, has revealed in his new book The Art of Enchantment the three pillars that every great organisation should have in order to enchant customers and build a stronger brand. Kawasaki shared his point of view at the AIIM Conference earlier this month in Orlando, Florida, in a session named for his best-selling book. "The key to implementing technology isn't so much about the bits and the bytes and acronyms," Kawasaki explained. "It's about enchanting people. It's about changing people's hearts and minds and actions." Customer relationship management, or CRM, is all about enchanting the customer.  Kawasaki urges businesses to build the trust and loyalty of customers by sticking to these three principles: ·         Be likeable.  The expectations of the average consumer today are quite high, which means it is now more important than ever for businesses to be likeable.  This might mean giving customers that little something extra and offering great service by going above and beyond. ·         Be trustworthy.  Just because a company is well liked doesn’t mean that it is trustworthy.  Building trust means implementing policies that favour customers and their needs. ·         Offer quality services or products.  Companies need to go beyond offering only good service; they need to outshine the competition.  Offering lots of great features, functionality, and something people want or need goes a long way. In short, being exceptional, connecting with customers and standing out is the basis of building a solid relationship with customers. Source: http://searchcrm.techtarget.com/news/2240217569/From-good-to-great-Kawasakis-art-of-enchantment   If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com   About MyCRM Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM. We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries. If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com   MyCRM Download Centre and App Store  You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/

Sales Force Automation Software Buyer Views 2014

  Every year, Software Advice talks with thousands of professionals looking for the right sales force automation (SFA) software for their company."  This provides us with unparalleled insight into the needs of SFA software buyers across a wide range of industries.      Software Advice BuyerView: Sales Force Automation Report from Software Advice   About MyCRM Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM. We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries. If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com  

Latest news cast from the CRM industry

Some great articles in the last couple of weeks although we have had the usual Easter and Mayday lull here in the UK, So now we are back at full steam I have collated 5 of the latest articles that might be of interest. Also don’t forget If you would like to take a trial on the MyCRM 2013 platform don’t for get to register here http://www.mycrmhosted.com/pricing.aspx   Ok back to the news!! Almost half of businesses say cloud adoption is a "go" According to a recent Microsoft-commissioned study, nearly half of organisations are in the process of adopting the cloud.  Additionally, about 33 per cent of companies already have a solid cloud computing plan. The “Hosting and Cloud Go Mainstream: 2014” study also sought to find the best practises for cloud computing with the top four being having a well-defined security architecture, knowing the end users, training users on access and security, and having a well-defined performance architecture.  The study also indicated that 26 per cent of on-premises spending was on private cloud development. A majority of respondents – about 70 per cent – also indicated that they secure website hosting, with 64 per cent procuring backup and storage services and 56 per cent paying for dedicated servers.  The findings do indicate that spending on public cloud will likely remain the same for the next two years at about 25 per cent, whilst the spending on hosting for private clouds is expected to rise to about 32 per cent. Experts believe that hosted private cloud is a natural gateway to hybrid cloud environments for many business customers.  More and more companies have transitioned away from the discovery phase and are moving into deploying cloud solutions. Cloud deployments are only expected to increase, which leads to security concerns for business owners and IT professionals alike.  The study asked respondents about security, and 60 per cent of them indicated that they would be willing to pay for premium security options. The report focused on more than 2,000 IT professionals working at a number of companies of various sizes throughout 11 different nations including Brazil, Germany, India, the UK, and the United States. Source: http://www.crm-daily.com/story.xhtml?story_id=1130060YCPWY   Thinking of changing CRM platforms? CRM platforms are very important to the success and operations of any business, but many managers still dread the thought of adopting a new one.  The time required to effectively research all the different CRMs available and implement a platform may seem like a daunting task to many managers, but this can really pay off.  Once a particular product has been chosen, the next step is figuring out a process for organising all the data and integrating the CRM into daily operations as seamlessly as possible.  A major concern is always the risk of losing any and all information already collected on clients. Most managers will say that their biggest hesitation about changing from one CRM platform to another is the potential loss of data. Loss of data can happen during the transfer process from one CRM software product to another because each program maps data a little differently.  More and more CRM providers are actually making this process a lot easier and less painful for businesses. As CRM platforms that integrate well with other software programs become the new mainstay, business managers could find that adopting a new CRM platform significantly benefits their company.  This means using CRMs as more than just a glorified Rolodex and more as a tool for storing, managing, and analysing data. It is important to keep in mind that a lot of CRMs have similarities between features and navigation, so once the data transfer has taken place, there will be some familiarity.  It is advisable that managers begin with simple things like task management and calendars before moving on to marketing and workflow features. Picking a provider like MyCRM can help your business gain that momentum that is required for additional grows, as the team at MyCRM have over 20 years of experience and have prebuilt a number of extensions for Microsoft Dynamics CRM 2011 and 2013. Source: http://www.investmentnews.com/article/20140321/FREE/140329982   A few considerations for those who need a CRM system Today, maintaining good industry partner and customer relations is essential to operating a business, which is why a good CRM (Customer Relationship Management) system is so important.  CRMs make it a lot easier to manage such relationships while simultaneously helping managers monitor efficiency and employee productivity. Luckily, most of today’s CRM systems work really well and can track things like customer contact information, past interactions with clients, invoices, contracts, emails, and even appointments.  Some CRM systems have integrated a bit of project management into their features.  Most even have reporting tools that allow easy monitoring of what actions work and which ones are not getting results. Although most CRMs are fundamentally similar, they are not all the same and many offer different functionality and price points.  This is why business owners should always take the time to research the options and determine which might be best for their particular company.  A CRM system must ultimately fit the size of the business, so a more robust CRM system may not make sense for a small business.  Start with a list of functions that are necessary and take it from there.  The amount of functionality one requires will undoubtedly affect price.  Most of today’s CRM systems are operated on a subscription basis. Something else to consider is how the CRM system will be accessed; there are server-based CRMs, cloud-based CRMs and even web-based CRMs.  Will mobile functionality be a requirement?  If so, it might be worth it to consider a system that works well with smartphones and other mobile devices.  Compatibility is also something to note as there are some CRM systems designed specifically for Mac users while others work only on PCs.  Some have been optimised for both. It is also possible to customise a CRM system to meet the specific needs of a business.  This could ultimately cost more than a subscription-based product, but it may be well worth it for specialised companies. The bottom line is that no matter which CRM system is implemented, it will change the way a business operates for the better. If you are ready to take a trial of Microsoft Dynamics CRM and work with a provider like MyCRM that can help deliver business excellence then you can get a trial from here http://www.mycrmhosted.com/pricing.aspx or see what our customer have to say here http://www.mycrmgroup.com/customers.aspx Source: http://sacramento.cbslocal.com/2014/03/24/comparing-crms-customer-relationship-management-systems/   More data isn’t always better This is a great article and every manager knows that without enough data, it is virtually impossible to make a sound business decision.  However, there is such a thing as too much data, especially in the world of CRM. The foundation of any CRM system is to track the interaction between businesses and their customers.  However, more records in a system aren’t necessarily better, especially if that data is not of sound quality. Some tell-tale symptoms of problematic data might include duplicate contact entries, duplicate lead records, improper lead handling, incorrect routing of leads and contacts, unreliable suppression of outbound email marketing, the inability to generate an accurate customer mailing list, and the excessive use of simple text fields. There is really only one way to resolve data issues in any CRM system and that is to get everyone who uses the system to use it in the same way.  Managers should not assume this is going to be a quick transition as old habits can be difficult to break. A good rule of thumb is to keep some guidelines on how to treat data.  For example, a name is just a name – usually from an email blast.  It isn’t a lead until the person has expressed interest in the product or service.  Leads transition into contacts once they have reached the next level in the sales process.  Every business is different, but this should give most managers a good base to start from. Here at MyCRM we can work with you to get best value and understand your data needs and system requirements.   Source:  http://www.cio.com/article/750353/With_CRM_Data_More_Isn_t_Always_Merrier   Keeping the best until last We thought we would keep the next article to last as it shows and confirms the need for Social Media Integration.  This fits well with all the social integration work that MyCRM are now doing to bring different social data streams into Microsoft Dynamics CRM.   It is easy to add data feeds but the integration has to be done in a meaning full way     Social media changing CRM’s future Every day, more than two million people open new Twitter accounts. This says a lot about how important social media is in today’s world.  Thanks to social media, there are plenty of new challenges as well as opportunities within the world of customer relationship management (CRM).  People are using social media to do just about everything, including providing unsolicited customer reviews. According to a recent survey, around 70 per cent of customer tweets to companies are ignored, and everyone knows that ignoring a customer can cause irreparable damage to one’s business. Now is the time for companies to begin embracing the connection between customer service and social media.  Some of the biggest companies, such as Zappos and Delta, have begun using platforms such as Twitter to directly communicate with their customers, and those who do are reaping great benefits. However, incorporating social channels into one’s CRM plan can be a logistical nightmare for the IT department.  Some of the most prominent challenges include the vast amount of social interactions, a new stream of customer data, and operational efficiency.  All that noise needs to be filtered out in order to use social media interactions effectively. The CRM workflow should ideally prioritise social messages within the context of a customer’s experience and history.  This will allow for the most important data to be collected and used effectively.  Businesses might also look to cloud contact centre systems, which are traditionally better equipped to meet the scale of social interactions but can be seamlessly integrated with existing CRM systems. Remember, customers want timely responses and positive resolutions, regardless of how they contact the company.  Companies want customer satisfaction and repeat business.  Businesses that listen and respond through all channels, including social media, will inevitably build a solid and loyal customer base. Source: http://www.cmswire.com/cms/customer-experience/contact-centers-drive-the-social-crm-revolution-024524.php    About MyCRM Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM. We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries. If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com

MyCRM Weekly News Round up

Hi and we are back, with the latest rollup of CRM news articles that has been doing the rounds this week Our first article this week is from Dynamics Business gives the 7 points of why you need a CRM system and covers some very good points, see below We then follow on with a compelling article about Software subscriptions from Search CRM which being a provider of subscription based software made interesting reading, and finally this time we are looking at an article from Tech Radar. When a company really needs CRM When a business first starts operating time and money can be short and all hands really do need to be on deck. In those early days, things often get done any way they can, but how long can that effectively last? A Customer Relationship Management (CRM) application can really make a difference in managing critical customer information and streamlining everything.  Here are a few signs that a company really needs to consider CRM. ·         Multiple information sources. Having information in multiple systems and a general air of disorganisation can impact customer service and employee productivity. Everyone should have the same single view of customer history. ·         Tedious reporting. Getting business data and pulling reports is never fun, but it shouldn’t be painful. With CRM, it becomes a lot easier to see sales forecasts, business data and performance reports ·         Data loss. If there isn’t a single source of information, then there is no question that data is being lost.  This can cost time and money. Make sure that data is kept safe and secure, no matter who is working. ·         One-size-fits-all approach to customers. Not all customers are created equal. Targeted marketing and savvy sales approaches can drastically improve the bottom line. A good CRM platform can help to ensure this happens. ·         Hardly any visibility. As the company grows, it can become more difficult to gain insight into customer interactions and outcomes. It is important to understand exactly how the team is performing. A good CRM application really is necessary for any growing business. It helps to maintain critical customer information and provides a more detailed and insightful look at the business as a whole. Source: http://www.dynamicbusiness.com.au/sponsored/seven-signs-you-really-need-crm-18032014.html Do CRM software subscriptions make sense? In recent news, several CRM companies are reporting significant revenue coming from subscription models, but do these really make sense for the average small- to medium-sized business? In short, the answer is yes.  Lots of companies can benefit from the CRM subscription model because it is a cost-effective way to deliver solutions to their customers. Using a subscription model allows companies to gather customer use, billing information, and feedback data, to name a few, all of which can be used to identify trends and patterns, ultimately resulting in happier customers.  Everyone knows that happy customers lead to money in the bank. The secret to succeeding with the CRM subscription model is to make sure that the business also develops metrics to gauge progress and performance.  Essentially, these can be used in analytics to determine negative situations that could potentially affect the revenue stream.  Such metrics allow managers to see how staff is performing, which customers might need help, and can ultimately prevent customers from becoming frustrated.  Thanks in part to technology, instant gratification is a huge factor in today’s society, which means that subscriptions have begun to permeate the CRM culture.  Consumers now expect a certain level of service, and the flexibility and accessibility of a subscription model definitely affords that.  Many vendors who do not offer subscription-based CRM solutions may find that they are at a disadvantage. As the CRM subscription model becomes even more prevalent, the business world will likely see big players such as Microsoft making a more aggressive push into this new arena. Sources: http://searchcrm.techtarget.com/podcast/CRM-software-subscription-models-Do-they-make-sense http://cdn.ttgtmedia.com/rms/editorial/sCRM-Subscriptions-Pombriant-031014.mp3 http://searchexchange.techtarget.com/news/2240178709/Microsoft-continues-subscription-push-with-new-Office-365-versions MDM essential to CRM optimisation According to a recent study by research firm Gartner, master data management (MDM) plays an integral role in the success or failure of customer relationship management (CRM). In order to successfully interact and serve customers, businesses need to know their customers. CRM has been an effective tool for doing accomplishing this task.  However, before switching to a CRM platform, many organisations store their data in several different places.  MDM helps to check for duplicated information during integration.  It is only after the possibility of duplicates has been eradicated that businesses can truly understand their clients. MDM is basically a large-scale approach, and it will likely become critical to businesses in the very near future.  In conjunction with a CRM platform, MDM will provide a multichannel view of customer activity and employee performance, and it will open a whole new realm of possibilities for improved marketing, sales, e-commerce and customer service. The research also suggests that any company operating without MDM between now and 2017 will likely get misleading results that could aggravate customers, resulting in a reduction of 25 per cent in potential gains.  In essence, not having MDM means a very low bottom line. In the last few years, overall IT spending has been overshadowed by CRM software sales, which means CRM leaders must start to consider the importance of MDM and its benefits and make it part of their strategy. Source: http://www.techradar.com/us/news/world-of-tech/management/master-data-management-vital-to-crm-optimisation-1226759   Latest Updates from MyCRM We have now launched our MyCRM 2013 version of Microsoft Dynamics CRM 2013 as a managed service and are actively taking trials and migrations.  To find out more please visit MyCRM. http://hosted.mycrmgroup.com/about.aspx  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/

MyCRM Weekly News Roundup

In our latest series of the MyCRM News roundup we have a number of interesting articles from the various news feeds and the world of CRM.   1.Microsoft launches its Social Listening tool 2.Big data, small world 3.NatWest using Microsoft Dynamics CRM 4.When a company really needs CRM     Microsoft launches its Social Listening tool   At Microsoft’s Dynamics Convergence conference the software giant announced Microsoft Social Listening, a new tool that is to be a free add-on for professionals already paying a licence fee.   Kirill Tatarinov, the executive vice president of Microsoft Business Solutions, went so far as to call the feature “revolutionary.” It will form a part of the Dynamics CRM platform within a few weeks.   This initiative arose as a direct result of Microsoft’s buyout of Netbreeze in Q4 of 2012. The monitoring and social analytics software platform used by Netbreeze has been utilised by Microsoft to create its Social Listening software.   Tatarinov told the media at the conference: “Netbreeze have done something revolutionary. It listens in to a broad range of [social] channels, and Microsoft can give them access to even more. They build listening technology that can generate sentiments by listening to innate languages, of which it supports 28."    Microsoft obviously hopes that businesses will welcome this new software, as it is sophisticated enough to measure sentiment in social conversations. This will allow fast responses to changing situations.   Overall the tool will assist users to monitor events in real time relating to brands, products, and other elements relating to online business. This should lead to a better understanding of customers’ wants and opinions.   The big question is, does business really want this tool? It is clear that some major UK retailers are less than convinced that social analytics is worth the bother. To assess likely demand could be the reason Microsoft are initially offering use of the tool free of charge    Source:- http://www.computing.co.uk/ctg/analysis/2333627/is-microsoft-just-testing-the-waters-with-social-listening      Big data, small world Information, information, information.  It’s coming out of our ears and seems to be everywhere we look.  Big Data is like the Big Bang of information and can be just as dazzling, but is it just too big and unwieldy for the small to medium size businesses?   The plethora of data gathered from the internet can be overwhelming, but it can be put to good use whatever size marketing budget your company has.  Javier Aldrete, director of product management at sales software provider Zilliant, explains: “The benefits of the Big Data movement has more to do with driving action and value out of data by applying algorithms and predictive models to solve specific business problems.” Even small businesses can tap into this data explosion by using certain types of business applications, CRM (Customer Relationship Management) being the prime example.   CRM is a system used by businesses to manage their relationships with current and prospective customers, usually with CRM software.  The software can provide a place to store and organise customer information. As they have developed, CRM systems have gained the ability to track the health of accounts and sales pipelines.  CRM can benefit small businesses by helping them obtain sales and develop closer relationships with customers.  It gives businesses a “bird’s eye view” of which industries, company sizes and other types of targets are most profitable so they can focus their energies on the most efficient course of action.   The amount of information to be deduced from CRM systems is invaluable.  In this world of Big Data, even small businesses can benefit from streamlined information gathering.   Source: http://smallbusiness.foxbusiness.com/sbc/2014/03/11/big-data-vs-crm-how-can-help-small-business/       NatWest using Microsoft Dynamics CRM   NatWest bank decided to replace its out of date CRM facility with a Microsoft Dynamics CRM system during 2013.   The bank’s old system was under some strain and was not providing the functionality required by the major high street bank. It became apparent to the bank that to keep up with the demands of customers, particularly business clients, change was badly needed. The bank considered other suppliers and systems but decided that the Microsoft option was best for the organisation.   NatWest is of course owned by Royal Bank of Scotland and the head of CRM for the business and commercial arm of RBS, David Russell stated that, “a consolidated view of all customer touch points” was required. The overall objective is to streamline processes to release employee time to maintain a fuller relationship with clients. He also stated: "We also sought powerful analytics capabilities that would allow us to further improve those customer relationships while driving cross-selling opportunities through value-added customer interactions." He went on: "CRM helps us to deliver a personalised service, which supports customers in achieving their ambitions."   One of the main concerns of the bank was that staff would be able to quickly adapt to a new CRM system; it had to be easy to use and quick to learn. The new system had to be seen as part of the solution the employees already had.    Another feature that attracted the bank to the Microsoft Dynamics CRM system was the on-premise option offered. Not all systems are available with this feature that NatWest saw as being essential for its needs.   This move by a big-player like NatWest further highlights the importance and the need for an effective CRM system for all businesses that regard customer care as being of major importance to the success of the organisation.    Source: http://www.computing.co.uk/ctg/news/2330582/natwest-selects-microsoft-dynamics-crm-ahead-of-salesforcecom-and-oracle     When a company really needs CRM When a business first starts operating time and money can be short and all hands really do need to be on deck. In those early days, things often get done any way they can, but how long can that effectively last? A Customer Relationship Management (CRM) application can really make a difference in managing critical customer information and streamlining everything.   Here are a few signs that a company really needs to consider CRM. •Multiple information sources. Having information in multiple systems and a general air of disorganisation can impact customer service and employee productivity. Everyone should have the same single view of customer history.   •Tedious reporting. Getting business data and pulling reports is never fun, but it shouldn’t be painful. With CRM, it becomes a lot easier to see sales forecasts, business data and performance reports.   •Data loss. If there isn’t a single source of information, then there is no question that data is being lost.  This can cost time and money. Make sure that data is kept safe and secure, no matter who is working.   •One-size-fits-all approach to customers. Not all customers are created equal. Targeted marketing and savvy sales approaches can drastically improve the bottom line. A good CRM platform can help to ensure this happens.   •Hardly any visibility. As the company grows, it can become more difficult to gain insight into customer interactions and outcomes. It is important to understand exactly how the team is performing. A good CRM application really is necessary for any growing business. It helps to maintain critical customer information and provides a more detailed and insightful look at the business as a whole.     Source:http://www.dynamicbusiness.com.au/sponsored/seven-signs-you-really-need-crm-18032014.html   If you looking for help in either the Public or Private sector with the implementation of Microsoft Dynamics CRM then find out more here http://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.

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.

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.