Exploring social CRM in more depth, part 2

Yesterday, we started to take a look at some of the different ways in which the social media process can be improved and perfected. A lot of yesterday's focus was on the pre-management and selection of the software, whereas today we're going to look at the management of it. Engage important customers Whilst social CRM does indeed help to generate new customers, there are nonetheless always going to be particular brand advocates that regularly mention the products. These people are more likely to get other people to choose the firm, so it's important to get them involved through activities like sending through gift certificates or regularly re-tweeting them. Respond, fast One of the key benefits of CRM software is that it allows the company to respond to queries quickly by monitoring social data to look for when the firm is mentioned. It's vital, therefore, for the company to respond as quickly as possible in real-time to any mentions online, whether they're positive or negative. Monitor online reputations Another key benefit to social CRM is that it allows the firm to monitor when it is mentioned on relevant industry sites, e.g. when a hotel is mentioned on sites like Trip Advisor.  Staying on top of this data means that the firm can more effectively manage its reputation, and help to work with any customers that have had a bad experience. Making the effort to do this is well worth it: reviews remain a key part of the decision making process for many customers. Source: Hospitality Technology To help drive your business CRM strategy in 2014 contact MyCRM today 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.  

News Flash: Microsoft Buy Parature: Think Self-Service CRM

Microsoft's planned Parature acquisition will improve Dynamics CRM customer service app to compete more successfully with Salesforce.com and Oracle RightNow Read More:- http://www.informationweek.com/software/enterprise-applications/microsoft-parature-buy-think-self-service-crm/d/d-id/1113340 Read More:- https://community.dynamics.com/crm/b/crmconnection/archive/2014/01/07/microsoft-dynamics-crm-and-parature-a-match-made-for-you.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 after registering for an account.  

4 Potential CRM trends in 2014 to help your business get ahead

A great new article today from Business 2 Community which highlights some customer service trends.  One of the key parts of remaining successful in the CRM data world is to ensure that you stay on top of the latest trends.  Fortunately, a new piece in Business 2 Community has taken a look at some of the key trends that are likely to emerge in 2014: Below are 4 keys things your business may embrace over the next year. Social customer service comes into its own Because so many business are now using social media for CRM purposes (as they should be) the focus will now shift onto who's actually doing it well. Integrating the social side of things with all other customer service channels should now become a key factor. Big data steps in Big data has become a reasonably big deal in the last couple of years, and it's expected that the trend will continue within the next year. One of the key parts of marketing success is going to be the ability to actually leverage that information in order to provide a more beneficial experience for the individual customer. People are still the key No matter how much the customer service side of CRM becomes based around the various web technologies now in operation, it's important to remember that in the end, it is all about the individual person. Technology should mean that firms are able to take a more personal approach, even when dealing with a large amount of customer service claims.  The ability to treat every single web customer as special will likely set companies apart from the competition over the next couple of years or so. The Sky’s the limit with Clouds The paradigm for business I.T is shifting and the trust in hosted and managed service from small to medium enterprise is growing.  This is mainly down to cost effective services being offered and the need for flexibility and access to data. In Gartner’s 2013 CRM Applications Report, software-as-a-service offerings accounted for almost 40% of total software revenues from CRM spend in 2012 and it’s only going to grow further as business activity should not be about IT and making your systems work it should be about making sales and supporting customers in your direct sector. 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.

CRM and Marketing for better Sales

After reading an interesting article of Business 2 Community I have to concur that a CRM system remains an effective investment for many people. However, there are several keys to making it work, especially within marketing. This is interesting, as it's often seen as being part of the more specific sales-side of things. Interestingly, though, statistics showed that 46% of marketers using more mature lead management processes will then in turn have sales teams that follow up on more than 75% of the leads they've generated. Sales teams linked to 25% of these marketers will be able to contact prospects within around a day - the figure otherwise is around 10%. There is obviously, then, a lot of potential for marketers to use CRM software effectively. One of the key ways in which CRM can aid marketers is profiling and segmentation. The marketing team needs to be able to ask the right questions in terms of what the different customer demographics want, and the CRM software can help to provide this extra level of insight. Integration with e-mail marketing is another useful benefit of CRM systems. According to Jupiter research, relevant, on-the-ball e-mails help to drive around 18 times more revenue than general broadcast e-mails. And working with a provider like MyCRM can benefit organisations further as they not only offer best of breed CRM using Microsoft Dynamics CRM but can off extended function all in one place and include things like email marketing directly from the hosted managed CRM system. This offer some great advantages as marketing users can automate the CRM system to create lead follow ups for sales based on a scored criteria or location of prospect.  You can see more here http://downloads.mycrmgroup.com/eCampaign.aspx Finally, general ROI management can be aided substantially by the CRM process.  By using metrics such as customers acquired, attrition rates, cross-sell rates, up-sell rates and the average number of transactions, marketers can more accurately adjust their processes in order to help achieve higher levels of sales, and to better increase communication with customers. 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.

Measuring CRM effectiveness and ROI

One of the biggest investments your business can make is software and hardware, so it is critical that the decisions made are not on a whim but made with the correct information to hand. As an investment, there's no doubting the fact that CRM software can represent excellent value for money. However, being able to measure exactly how effective it's being is a key part of working out exactly how valuable it's being. That's why a new piece on Investment News is worth looking at: it details some of the key attributes to look at in order to work out CRM software's ROI. Engagement How pro-active is the software in terms of actually creating engagement with customers. Yes, it sends out e-mails, but does it receive them back? How many people have engaged with the brand that otherwise wouldn't have if the CRM software was not in place. Key things to consider is the configuration of the system and how metrics can be gathered and used for business purposes.  As an example CRM with email marketing from MyCRM has an average cost of £50 per user per month and enables an organisation to send unlimited emails and track responses.  If those responses are not then used for sales and further engagement where is the ROI?  Well it might be an ROI in driving more traffic to your web sites, but predominantly real ROI in anything is dictated by the number of returning sales and profit generated. Percentage of clients The chances are that before the CRM software was installed, your firm already had a number of clients in place. The key, then, is to work out how many of the clients you now have were brought in through the software. Are there clients there that probably wouldn't have bought a product or service had it not been for the software? But as you wil know the software is just the enabler so the strategy for your CRM is how you can drive more business and record and react on the information you have.  Many organisation will start small and define a single process.  Some define the whole business, either way at MyCRM we can help you work towards a goal of successful customer management and sales generation. Client turnover This is another key factor. Removing client turnover full stop is virtually impossible for any business. However, it should be possible to measure whether or not this figure has gone up or down since the software was installed. Remember, CRM stands for Customer Relationship Management: the software is there to help you improve the ways that you engage with your clients. It's important for statistics to bear out the fact that it's doing that. Source: Investment News If you are looking for some help with the implementation of development of your Microsoft Dynamics CRM then you can contact me here http://www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre, with a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/   As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.

Top CRM buyer trends in 2013 by Software Advice

An interesting set of research results has been highlighted by Software Advice an organisation that typically helps buys of software pick the right solutions You can see the full article here http://www.softwareadvice.com/crm/buyerview/report-2013/ The research was conducted with 5,279 software buyers between January and August this year and uncovers the top deployment model, features and motivation for evaluating new technology. Here are some of the key findings:  · Of companies who indicated a deployment model preference, 96 percent requested a cloud-based solution · Seventy five percent of integrated suite buyers requested sales force automation · Seventy six percent of best-of-breed buyers requested sales force automation · Nearly 90 percent of buyers requested contact management, note-taking capabilities and/or reporting and analytics As we move into 2014 and 2015 the software industry will continue to change and those vendors that are ready with download one use apps will likely prosper along with the solution providers that offer easy access to functionality for download or from within the cloud as a servers also known as Software As A Service. The research goes on to show the views of CRM buyers, and below the commentary from leading analyst Paul Greenberg discusses the points raised. Implications for CRM Vendors  In discussing our results with leading CRM industry analyst Paul Greenberg, we discovered a few implications of this report for software vendors. For one, CRM vendors need to ensure they focus on their products' reporting and analytics features -- companies increasingly expect these features to deliver real-time insights that enable them to personalize the customer experience and not just report on productivity. Additionally, vendors need to make social an integral part of their product; both in reporting capabilities as well as in the information included in contact profiles. In addition to Greenberg’s insights, our analysts see another implication for software vendors in this data. While 91 percent of buyers were interested in a standalone, best-of-breed solution, 25 percent still asked for integration with other critical systems. Vendors need to invest in making solutions capable of integrating with a variety of business programs, including those within the CRM industry, as well as other critical enterprise systems. Analyst Commentary  “In its early days, CRM systems were really good at creating operational efficiencies,” said Paul Greenberg, president of The 56 Group, LLC. “They still do this today, but now it's also about how effective they can make each interaction in terms of actually growing revenue - not just cutting costs.”  “CRM vendors should focus on adding or improving capabilities that will increase the efficiency of CRM’s bread and butter, sales force automation,” said Ashley Verrill, CRM analyst at Software Advice. “While many buyers are still looking for standalone functionality, there is a significant demand for CRM that works with social and other forms of data to streamline customer service efforts and take action when it matters most.” Methodology  The data presented in this research was obtained through Software Advice’s interactions with 5,279 CRM software buyers between January and August 2013. In these conversations, buyers were asked which functionalities, integrations and applications were crucial in their new system, as well as which deployment model would work best for their organization. Of the buyers included in the sample, 68 percent were currently using non industry-specific software or manual methods to manage customer relationships. About Software Advice Software Advice is a trusted resource for software buyers. The company's website, www.softwareadvice.com, provides detailed reviews, comparisons and research to help organizations choose the right software. Meanwhile, the company’s team of software analysts provide free telephone consultations to help each software buyer identify systems that best fit their needs. In the process, Software Advice connects software buyers and sellers, generating high-quality opportunities for software vendors. Since its founding in 2005, the company has assisted more than 150,000 software buyers. Software Advice is headquartered in Austin, Texas where it employs a team of ~80 (and growing). It has been recognized as one of the fastest-growing companies in the United States by Inc. Magazine. If you are looking for some help with the implementation of development of your Microsoft Dynamics CRM then you can contact me here http://www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre, with a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.   

Managing the CRM process in your business

I recently came across an interesting new article in Forbes has explored some important points regarding the buyers journey, a number of which can be linked to the CRM software process. Use the software tactfully CRM software can be genuinely invaluable. However, it's important to ensure that it is presented to the sales staff in a way that isn't too threatening. Rather than presenting it as some sort of all seeing eye, it should be presented as exactly what it is: software that can make the lives of sales staff far easier. Buyers can channel-surf It is important to remember that in the digital age, buyers use the web at every single stage of the process. Previously, it was normal to estimate where they were in the sales process simply by viewing their engagement with different channels. Now, though, individual channel preferences for different buyer personas are vital in gauging the sales process. Good sales staff will already know what they're doing It is also important to remember that by their nature, good sales staff are already very intuitive, so the chances are that they'll know how invaluable the CRM software could be to them. Work with the outstanding members of the team to try and help implement the new process and share the exciting potential of the software. Plan, plan, plan As with all new integrations, it is important to plan everything out and to never be afraid of altering the sales and marketing process if new CRM data suggests that a change might be necessary. Source: Forbes If you are looking for some help with the implementation of development of your Microsoft Dynamics CRM then you can contact me here http://www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre, with a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account. 

How can CRM software help manage the sales funnel?

There are a number of different benefits to CRM software, and one of these being how it helps to manage the sales funnel. A new article in the Smart Data Collective has highlighted some of the ways that it does so, and we're going to take a closer look here: It records all of the interactions CRM software enables the company to build a definitive repository for customer contact data, meaning that it can in effect replace three things: the company's individual contact list and address book, the main marketing database and the resolving issues database. All three can be monitored from one place. It provides a pipeline to follow If it's been configured properly, then the CRM software used should be able to be configured in such a way that it exactly matches the company's sales pipeline. It's therefore possible to see exactly where any single account is in terms of the sales funnel - it's even possible to edit the software so that it works in 'stages'. This means that the sales team can see when a particular lead is in the riskiest stage of the sales process, allowing them to provide the extra attention. It can automate Some of the most mundane and time consuming parts of the sales process can be automated using the CRM software, saving money and time. Things like delivering e-mails according to schedule, collecting responses and then monitoring click-through, message opens and other statistics, can all be conducted by the CRM software's processes. Intuitive Reporting Sales team member loving seeing how they have done and how they are doing against target, and motivation can be attained by showing real time comparisons on how other team members perform so make sure CRM is equipped with real-time reports and dashboards. Source: Smart Data Collective If you are looking for some help with the implementation of development of your Microsoft Dynamics CRM then you can contact me here http://www.mycrmgroup.com About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a process can work in business and has therefore developed a number of off-the-shelf extensions to enhance CRM productivity. We offer from our own fully managed datacentre, with a licence per user Microsoft Dynamics CRM platform, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/   As an Independent Software Vendor (ISV) we offer a range of pre-built application extensions for your Microsoft CRM Solution. You can get access to a range of products for Microsoft Dynamics CRM from the MyCRM download centre here: http://downloads.mycrmgroup.com after registering for an account.

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

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

CRM and the sales team

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