The secret to successful customer engagement

Technology has brought business a long way in the last few years, but there is no doubt that it will forever be the age of the customer. This means that engagement between employees and customers is more critical than ever. In most cases, engaged customers are typically better brand advocates, more loyal, and spend more money with that business. Therefore, it is important for businesses to have a clear understanding of the foundation of customer engagement in terms of how to attract and influence them. Here are some secrets to engaging the customer that every business owner should know. Trust and transparency Even though this is business, there is an emotional component to customer engagement, which is often more powerful than rational engagement. The customer sentiment cannot be ignored, nor should it be. Customers who are emotionally engaged will complain less frequently and give more compliments. Respect customer privacy and give them a voice; they will be loyal in turn. Make a commitment to fairness Everyone wants fairness in life and work. Although some businesses view ethical engagement as optional, it really isn’t. With social media and mobile devices, businesses can no longer hide their social responsibility actions or lack thereof. Fairness is a fundamental value that consumers want in the companies they support. Make knowledge available Customers put a lot of value on quality, detail, innovation, service, and knowledge. A business that provides helpful, relevant information in addition to their products and services will be viewed as more valuable to its customers. This could be achieved through a weekly newsletter, offering helpful hints on a social platform, or anything in between. Incorporate social, mobile, and traditional elements When there is active customer engagement, businesses will find that customers are more willing to interact with them by making purchases, offering feedback, and providing invaluable insights on their experiences. Therefore, organisations should not discount traditional elements to customer engagement while at the same time embracing modern methods such as mobile and social platforms. Source: http://www.cmswire.com/cms/customer-experience/4-secrets-to-successful-customer-engagement-024622.php   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/  

Usability and functionality features pay off for CRM providers

A great article I picked up over the weekend which highlights the point that as a provider of CRM having the ability to plugin additional solutions is key, here at MyCRM we pride ourselves on being a CRM provider with a catalogue of extended product solutions. The Article covers a discussion on CRM providers who invest significantly in functionality and usability are leaving the competition in the dust. According a recent study by Nucleus Research, customer relationship management (CRM) providers who focus their time, energy and resources on improving usability and functionality are stepping to the forefront of the industry.  These providers are making their interfaces even easier to use in order to boost productivity. "While the accelerated cadence of releases from most cloud CRM vendors and continued acquisitions in this space have driven some significant shifts in positioning since the last CRM Value Matrix, the real standout this half is usability. Providers focusing on real usability improvements and following the dark cockpit principles of simplify, focus, and automate are starting to widen the gap, challenging others to play catch up," explains Vice President of Nucleus Research, Rebecca Wettemann. Customer relations management systems help businesses attract and maintain customers through data management and analysis.  CRM providers on the cutting edge of the industry are also offering new capabilities in configure-price-quote, performance management and territory management into the core features. In the next few years, as consumers become more diligent in their shopping and even savvier in their spending, experts project that CRM will become an even more enterprising application for success, which means that upgrades to CRM systems or switching to entirely new systems will become essential.  As CRM grows in importance, businesses will be looking for providers who offer a quality system whilst also exhibiting an overall commitment to helping their customers soar above the rest. Source: http://www.ciol.com/ciol/news/212638/crm-providers-gains-investing-usability-functionality   If you are looking for some help moving your CRM solution forward or looking for help with migration or upgrade then contact MyCRM today www.mycrmgroup.com   About MyCRM Here at my CRM we offer our customers http://www.mycrmgroup.com/customers.aspx the best solutions to help them drive business forward and gain real benefits from implementing Microsoft Dynamics CRM. We are in our 5th year of trading as a business and have seen incremental growth year on year in profits, our team are based in the Isle of Wight, UK and we maintain relationships with customers in 26 countries. If you need help, support or advice with your Microsoft CRM then we are waiting for your email. Sales@mycrmgroup.com   MyCRM Download Centre and App Store You can also register with the MyCRM App Store and Download Centre for Microsoft Dynamics CRM here http://downloads.mycrmgroup.com/  

Sales Force Automation Software Buyer Views 2014

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

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.

Cost Effective Monthly Support for Microsoft Dynamics CRM now available

www.MyCRMSupported.com   I was recently at a business customer open day and got the chance to talk to a number of business owners about the challenges they faced with CRM solutions, a number of the people there asked questions around support and ad-hoc configuration. The end result of the day was that we have now launched MyCRM Supported.  MyCRM Supported is a packaged support service to meet a range of business needs and requirements as every business is different and has different requirements. With this in mind we have launched 4 different monthly subscription services.  Advisory The first of our support packs has been designed as an advisory service, when there are those time when you need to ask someone how a function works or how you can do a particular action in CRM. For on-premise customers, we also carry out an audit report on how the system is set up and check for latest rollups.   Guidance If you're looking for a little more and need some help setting up basic configuration and importing of initial datasets, then this package may fit your budget. We still include our advisory role, and can also help with online configuration and general guidance to help get the best from your CRM investment.   Supervisory Our Supervisory package extends that of Guidance, and we will put in place a strategy to maintain your CRM Server and Database. This will include planning all update rollups, performing and reviewing database maintenance along with guidance and best practice on using your CRM system. The Supervisory package is the perfect package for smaller organisations with between 25 and 40 users of CRM on-premise.   Administrative Our full support as your administrator of CRM will help place your CRM in safe hands. We will perform and advise on CRM database maintenance and current configurations, and set up and remotely maintain the system to keep optimum performance in place. We will schedule and manage updates and advise on database backups. In addition, we provide the option to have a backup of your CRM database stored in our state-of-the-art secure data centre managed by Rackspace UK.   These package can be further tailored to unique requirements.   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.

Creating the sales pipeline using CRM a 6 step plan

In my Last post I discussed how CRM managed sales in Microsoft Dynamics CRM but here I’m going to take a step back and review a 6 point plan I found on Business 2 Community Let’s look at exactly how that sales pipeline can be built and how CRM software can help you accomplish this task. Finding the prospects There are a number of different ways to generate leads, and many of them are common marketing techniques.  However, CRM software can offer a substantial amount of help in this regard.  For example, it can be linked to a lead capture form such as a "Contact Us" page, where it can start to build useful customer information right away. The contact data can be used to fully integrate customer social media information.  This means that a profile of the customer is built immediately.  With integration to powerful email marketing and social tools Determining the real potential It is also vital to ensure that enough information has been obtained about a customer so that a realistic estimate can be made as to exactly how much money they might spend.  Again, CRM can aid the company in this endeavour by helping to collect as much relevant information as possible.  Once a customer's spending has been estimated, the sale can be planned. Identify the decision makers In some cases, the person responsible for making the final decision might actually be the lead himself.  However, for many customers, especially those in B2B, the decision maker will actually be a key executive who has to judge solely on statistics, which is something that CRM can help to provide. Meaningful follow strategy Creating activity to have teams follow up is key and this should where possible be an automated process, if individuals are interacting with the organisations web site and requesting information via email or by phone then a process should be in place to capture the content of the activity though workflow or integration. By having seamless activity creation the process by team members for follow-up is made far easier and guaranteed to be done, as the activities are already in the queue. Measure results As long as the follow up process is slick and well defined and that the data is being recorded then the measurements of results will come naturally as the data being recorded will be part of the CRM and in the database.  Solutions like Microsoft Dynamics CRM have some great chart and reporting capabilities built in and these tools can help present collated data as a snap shot view of what is happening in your business. Analyse results Using reports in you solution you can analyse and review targets and get a quick snapshot of what is happening, but that said this level of analysis only comes if the correct data is being input to start with and the old adage is still true “rubbish in means rubbish out” or put a better way “you will only get out what you put in” Source: Business 2 Community If you looking for help with implementation for CRM or just need some support then contact MyCRM http://mycrmgroup.com/support.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.      

Using CRM to retain and empower your Sales Team

Today’s article originally from Business 2 Community highlights some of the point on why having a well implemented CRM in your business can help retain your Sales team and make them more productive. Over many years I have worked for several CRM based organisations and have realised Sales team members are happiest when they are selling successfully and CRM can be part of the tool set that helps individual’s achieve pre-set management goals. One of the key ways to make sure that CRM software is doing its job is to look at the impact it has on the sales team.  Indeed, the source of this article has taken a look at some of the ways in which the software can be used to help build and retain stronger sales teams. It can help with training If new staff members are trained to use the software as soon as they start in the role, then they're more likely to engage with it and are more likely to use it to make sales. If they're trained to do this immediately they're more likely to model their working day on the stats rather than other colleagues. Use the metrics One of the pluses of CRM software is that it provides verifiable metrics that can be used to judge the success of a sales team.  It's therefore important to actually use it, and to hold the sales team responsible for meeting the necessary targets (as judged through the data).  This can help you work out where the weaker links in the team are. Employees can track their own progress One of the plus sides of the data is that employees can track their own performance, and work out in advance what their commissions should be.  As such, CRM software can provide genuine motivation for success in of itself, purely by the team seeing how much additional money they've made as well as how much more they could potentially make. Adding Extra Value for Sales Team Members Here at MyCRM we understand how to make CRM effective to help get the job of sales and marking streamlined.  With years of CRM experience we have developed tools like ePDF http://downloads.mycrmgroup.com/ePDF.aspx for creating quick orders and Quotes we have created extensions like eMap http://downloads.mycrmgroup.com/eMap.aspx for Sales team in the field to create effective routes and minimise time on the road, or eCampaign http://downloads.mycrmgroup.com/eCampaign.aspx to help marketers drive new business. To find out more visit 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. Source: Business 2 Community