Latest CRM News from the MyCRM Team

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

Bad customer data management means bad customer experience

I recently came across this article and it brought back some thoughts of CRM implementation that had gone astray or where customer needed help in moving the right solution forward. So Today, we are looking at data and how it can be used effectively as there seems to be so much talk about big data that many business owners are starting to think it’s a passing fad, but the truth is that it is something that is here to stay. Just think about CRM – customer relationship management – and how it helps to determine what customers are doing and how to upsell them.  What many managers fail to consider is what this actually means to the customers who are sharing their personal data. If customers think a business is taking advantage of their personal information, it is very likely they will discontinue working with that company.  To put it plainly, customers are a lot savvier than most businesses think. The information infrastructure A company’s information infrastructure is where customer interactions begin and end.  Customers need to know that businesses are managing their personal data carefully and securely.  These same consumers also know that strides in technology have made it easier for companies to serve them, so they can grow impatient when there are service delays. Most importantly, many consumers can tell when they are being duped, like when they get spammed with tons of "special offers." The impact of data management Data management is extremely critical to the customer experience.  Businesses are either creating new customer records or adding to existing ones.  The data management system should focus on improving speed, accuracy, and security.  These features should make search and retrieval, authentication, and metadata management more efficient.  Making these aspects better on the company’s end is important, but the impact of improving the system should also make the customer’s experience faster and higher quality.  Keeping the customer in mind when enhancing these functions will benefit both the customer and the company. Source:  http://searchcrm.techtarget.com/tip/Poor-customer-data-management-equals-poor-customer-experience 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/

Mid-Week MyCRM News and Article Round Up.

Welcome to this week round up of some of the great CRM news and business articles of the week. I’ve had the opportunity to summarise some of theses but the links are included and always.  It’s been quite a busy week this week at MyCRM as we have been working on the release of some of our new Social Integration tools along with a number of new platforms and solutions This week we have 4 great articles that are all CRM related, so let us know what you think in the comments below   CRM best practices Even companies that have had CRM systems and practices in place for years can benefit from some reminders about techniques that can turbo-charge their CRM initiative. Having a CRM system in place is an excellent first step, but that isn’t the only thing managers must do to help boost their bottom line and make the most out of their investment.  Here’s a look at some CRM best practises that every manager should know. Gather only needed information.  If there are fields that are no longer necessary, remove them from the CRM system.  Clean up unused menus and consolidate forms; the sales team will be able to work much more efficiently this way. Stop relying on Excel.  The CRM system is there for a reason.  Use it.  Stop relying on Excel worksheets so much and start focusing on how to use the reports from the CRM system more effectively. Talk to everyone and find out what they think about the CRM system.  This means having a conversation with those who use the system and those who do not.  Get everyone on board.  Once everyone is using the same system, the benefits are undeniable.  Review the CRM system and learn more about it.  Many managers only use about 20 per cent of their CRM system and are unaware of its true potential.  Take some time to really look at it and find out what is not being used.  Is there an opportunity to improve production?  If so, take it! Clean up the data.  A major problem that many managers have is that they have old data.  Every year, take some time to clean it up and get rid of bad information.  The savings on things like outbound mailings will be shocking. Obviously, this is not a comprehensive list of all the best practises one can observe in order to make the most of a CRM system.  The key is to stay on top of it, learn as much about the system as possible, and use it to its fullest potential to garner the best results. Source: http://www.successwithcrm.com/blog/bid/95171/14-CRM-Best-Practices-for-2014-Start-NOW   The "Internet of Things" and CRM There is no question that customer relationship management (CRM) will be at the heart of most companies’ operations in the very near future.  CRM is a cost-effective and efficient way of building a brand, generating sales and maintaining customers.  With millions of devices now connecting to the "Internet of Things", it may become even more essential. Today, it is commonplace to spend a significant amount of time and money to enhance customer experience.  The demand for modern technology is a major driving force in the expansion of CRM software and platforms.  As buyers focus more on technology, CRM systems are becoming even more effective and savvier than ever before, making them a requirement for any business hoping for success. As it currently stands, areas of CRM investment tend to focus on social media, mobility, ecommerce, and web analytics.  However, that is all about to change. The "Internet of Things" is soon going to join those ranks as more products become connected.  Cars, chairs, buildings and even bodies are getting connected, and this is changing almost every industry.  A shift in sales, customer service, and marketing will be at the forefront of these fundamental changes. By the end of this year, connections to the internet via smartphones and other mobile devices will exceed PC users significantly, having a direct impact on the way in which businesses will interact with their customers. Source: http://www.cio.com/article/750847/How_the_Internet_of_Things_Drives_CRM_Investments?source=CIONLE_nlt_entapps_2014-04-07    Enhancing the CRM experience Almost every manager knows that focusing on revenue will help to drive project objectives, but how can this be done effectively? Customer data plays a powerful role in improving operational efficiency and selling effectiveness.  Payment histories, product shipment analyses, and customer satisfaction surveys are all excellent resources for nurturing strong customer relationships, taking advantage of every upselling opportunity, improving support issues, and even helping in the collections department. Perhaps most importantly, when a salesperson does not have to search for customer information, he or she can close that deal even more quickly.  That’s where the CRM system comes in.  This type of system offers an all-encompassing snapshot of the customer and can be a great tool, but it can also set teams up for failure if every department has not integrated the system into their daily routine. Here are some great tips for enhancing the CRM experience and making the most of it: Bridge the data and processes.  A good CRM system will have an infrastructure of data that bridges all departments and customer experience.  The system, when used properly, can cleanse, parse, profile, and standardise information to create useful reports and customer profiles. Allow for multichannel access.  In an effort to drive CRM adoption, many managers neglect other systems that are also important.  Allow authorised users the chance to collaborate on ideas and make mobile part of the strategy.  Using innovation is a great way to build customer trust, loyalty, and brand value. Listen.  A key to success is paying attention to both the customer and the process.  The principle of any CRM system is to enhance customer experience and therefore improve business performance.  Listen to what the customers want and need and apply those points into daily operations. Different CRM systems have different characteristics, but they all will inevitably lead to an improved portal experience and improved productivity.  However, in order to make the most of any CRM system, commitment, time, and a little legwork are required. Source:http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/5-Tips-for-Making-CRM-an-Enterprise-Portal-95552.aspx   Using CRM data effectively There is no question that implementing a CRM system will help maintain positive customer relationships, bring in new business, and boost that bottom line.  However, if one is not prepared, the data garnered from the CRM system can be overwhelming. How can one use CRM data effectively?  The trick is to dig a little deeper and learn how to make a correlation between business activities and levels of productivity.  Sometimes, this can be difficult to do, especially when a team is new to the CRM system. It is important to understand that the CRM system is where all the customer data lives.  Managers must consider what they want to do with this data and what they want to learn.  Otherwise, it is simply a lot of data and nothing more.  Data can help give the sales team some more tools in getting – and keeping – customers.  The CRM data can also help track service interactions, identify profitable customers and locate problems. Deciding what to do A lot of the time, figuring out what one wants to learn from data is retrospective – that is, based on past experience.  Use CRM data to see which offers have gotten a good response, and then generate similar offers to that.  You could also track how many times a lead needs to be contacted before converting to a sale.  Look for patterns that can help mould the way staff handle certain situations in the future. Just remember, the CRM system will speak for the customers and let managers know what is really working and what is not.  The trick is to really pay attention and use that data to make informed decisions. Source:http://www.crmbuyer.com/story/80180.html   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