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.

#CRM News Round up from the MyCRM Team, 4 of this week’s top articles

Following on from my latest post I have found a number of other news articles that grabbed my interest so in the second of our round new offering you can find 4 of the more topical CRM pieces. 1.    Fostering an effective CRM solution CRM systems remain an excellent way to help improve the effectiveness of any company's customer service operations.  There are several challenges involved in ensuring that it works as planned, however, and these are some of the most vital: Awareness Too many companies invest in a quality CRM system without actually being sure what the investment is for.  Unfortunately, if the company is unsure what the product is meant to do, there is no effective way to measure whether or not it is actually working!  It's important that everyone using the software knows exactly what it can do. Usability It is the responsibility of both the service provider and the senior staff member at the company to ensure that any CRM systems invested in are fully useable and that employees know exactly how to make use of them.  A lack of usability and skill in using the software will lead to weak results. Ensuring everyone is on board One of the most common oppositions to CRM software is people within the company who do not want to make use of it.  It is important, therefore, to make sure in advance that absolutely everyone in the company is able to voice any opposition and that the benefits of the software are properly explained.  Ecology It is important that the CRM software is adapted into the company ethos.  Any company that sticks religiously to "just the way we do things 'round here" is usually one that ends up failing because of a lack of adaptability. Source: Business 2 Community   2.    Ensuring CRM integration does not affect the customer One of the most important aspects of managing CRM software is ensuring that it can be integrated effectively into the existing systems.  We've covered this before.  However, it is also important to ensure that the integration does not affect the customer experience in any way.  Today, we're going to take a look at how this can be avoided. Understanding and mapping out systems It's important to make sure that the customer's journey through the sales process is mapped out.  This is to the benefit of the customers themselves because they receive a more streamlined process and also benefits the staff because it lets them know exactly where they should be going. Ensuring the right technology is in place It is also extremely important to make sure that every tool the company makes use of has a reason to be there. Any wastefulness should be avoided, and every piece of software should make a positive contribution to the customer service process. Establishing excellence Ensure that there are one or two staff members who are charged with optimising the CRM process.  This "centre" of operation will mean that any changes being made can be fully vetted by those in the know.  This, in turn, is ideal for ensuring that the system doesn't become too clogged up with irrelevant open source tools. Collaborating It's always a good idea to ensure that different departments get involved with planning the system.  There is a wide range of CRM software out there, and it is in the company's interest to make sure that the one chosen works for everyone. Source: Destination CRM   3.    CRM for solo entrepreneurs We have talked a great deal about CRM benefits for small and medium companies. As a general rule, these are typically the firms that make use of the technology most frequently.  However, there are also a multitude of benefits for solo professionals and consultants.  Here are a few of the most important. Building brands One of the most important aspects of building success as a consultant or industry expert is to create a genuine brand around your name.  Larger brands tend to take on more engagements.  CRM software can help to build up industry expertise in terms of how to develop sales and build customer relationships, which are both vital parts of brand building. Higher fees The more knowledge consultants are able to provide, the more valuable they will be to the company paying them.  Consultants who are highly valued by their clients are able to command higher rates.  Once the overall fees increase, the solo operators will be able to increase their fees for group consultations as well. Generating more leads One of the most commonly cited benefits of CRM is that it is a great tool for helping to make the user aware of where potential leads have appeared.  Again, data remains invaluable for building an audience, and CRM software will enable any consultant to obtain information on potential customers, their optimum reading time, their previous purchase history regarding any products, and a host of other factors.  As ever, relevant information is power, and CRM helps to provide this information. Source: Clickz   4.    What are the main CRM problems a business might experience?   Recent research has revealed that some businesses are struggling to realize the greatest benefit from their CRM projects. So what is the problem?   In some cases the technology is not performing as it should; employees are not using it at all, or if they are it is being used incorrectly; the CRM software is not suitable for the business that is using it and in some cases changes in management has negatively impacted its use.   Obviously the creators of CRM systems design them to work efficiently; however, there can be a problem if a system is not easy to access or use. Employees can quickly become disillusioned with a system if they have trouble accessing it, or using it as and when needed.   In general, employees are an adaptable bunch and will do their best to come to terms with new systems as quickly as they can. When employees shy away from using a CRM system the reason could well be that management is not fully committed to its use. It will soon become apparent to an employee if management are not making full use of the data, and he or she will conclude that inputting is a waste of time. This is quite rare but it has and does happen. Most management personnel now appreciate the value of CRM and it is essential that to encourage employees to do their best with it everyone in the business should be seen to be using it.   If a system is not doing everything that a business requires it is most likely because the business itself has changed, expanded and moved on. Sometimes this problem can be difficult to address without major changes to the system that can of course be expensive, as replacement projects are usually more costly than the original system.   CRM systems can be of great value to a business, however, managers must remember that to ensure success everyone must be committed to its use.       Source: http://www.business2community.com/customer-experience/4-common-crm-issues-0784409#!zE2zE   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  

Some of the latest News Articles and Research notes on CRM

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

Forrester’s Top 10 CRM Trends in 2014

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

Managing CRM to leverage maximum success

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

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

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

HOW CRM SOFTWARE CAN HELP: with better relationships

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

CRM and Good Communications.

I recently picked up this interesting article on Information Age which relates broadly to the new age of CRM, but is it really a new age or are these just key points that every business in some way should be implementing. Below I’ll cover some of the points as they are key to successful CRM and Sales. One of the key points to overall sales success is ensuring that communications reach their fullest potential.  Here I’m going to take a look at how communications can be improved and how CRM software can become part of the overall process. Personalise things It's vital to ensure that the modern customer feels like he or she is being catered to exclusively.  Effectively targeting customers in a personalised way means that they are far more likely to invest due to the fact that they are being presented with products and services that suit them. The days of one advert going out to every single customer are long gone. Ensure CRM is in place CRM software and management systems in general are the standout tools in the modern sales world because they enable companies to manage and make use of a wide range of different data so they can ensure that the sales process is managed effectively.  This can have a huge effect on the quality of communications, as it ensures that the customer never feels bombarded with information and only ever receives genuinely useful information. Pay attention Everyone has seen the images taken from social media of automatic "bot" accounts delivering irrelevant replies to legitimate questions from customers.  It is vital to ensure that if a company does decide to invest in social communications, they really do take it seriously.  CRM can help by providing a set of relevant data on the customer to ensure that the replies sent are both relevant and consistent with their previous communications with the company. Source: The Information Age   If you need help with implementation or support for you Microsoft Dynamics CRM please visit 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.

Key decisions when choosing CRM software

When choosing between different CRM systems, there are a number of key decisions that a business needs to make. Today, we're going to take a look at what we consider the most important considerations. Users vs. non-users CRM software can be invaluable to a number of different departments, including sales, marketing and customer service. This means it is a good idea to double-check just how many people are going to actually use it. This can affect which software is chosen, as some packages may be more expensive when required to serve a large number of staff. Licensing could also be an issue. Connectivity It is also important to take a look at how well the software in question will integrate. Does the company have different connectivity issues with different departments? Can a particular batch of software facilitate connections with all of the departments, and can it do so seamlessly? Are you including social marketing? Social media marketing can be an extremely effective method for building detailed profiles of customers. However, it is not necessarily the right approach for every company. For those that do want to make use of social marketing, it is important to make sure that their CRM is able to link up with social media accounts and can relay all of that information to different accounts.  Your place or mine? Do you want to take control of the software or just subscribe to an online service, many technology article talk about clouds and online services, but if you not the kind of business that has the opportunity of an internal IT department then go cloud and find a solution provider like MyCRM. Do you go for mobile? Finally, it is a good idea to make sure that mobile connectivity is included within the software. If you are targeting the mobile device market, then the CRM also needs to target it. Why MyCRM Many needles one CRM haystack. After spending just over 15 years working in the CRM advisory and technology space, experience allows me to bare reference on what is good and what is not so good.  Ass a CRM provider in 2014 and as a Company MyCRM would only recommend Microsoft Dynamics CRM as a cost effective fit for purpose generic business platform that can empower business owners to not only manage customer relationships but drive sales and manage marketing in an effective and pro-active manner.    Source: Business 2 Community 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.