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.  

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.

How to Improve the CRM Process

Once the CRM software has been invested in, it is important to ensure that you make the most of it.  That is why it is worth having a further look at a new piece in Mashable, which is focused on some key ways to improve the process: Foster word of mouth Even in the digital age, word of mouth remains invaluable in helping to increase sales.  The more customers talk about a company, the better!  Building a good online profile and obtaining a high level of trust with customers is the ideal way to help develop the profile enough for people to start passing on recommendations and a good CRM software system can help with this. Remember in a digital social world, a like or a tweet can have the same amount of response as human interaction and digital word of mouth should be part of your CRM strategy. Value feedback Asking for feedback on the web can be a brave step to take but it is a good idea.  Whilst customers will usually be brutally honest with everything they are unhappy about, they will rarely actually troll in the conventional sense.  Use feedback and combine it with relevant CRM data to improve the process. Also work with your customers and ask for references for your products and services, if they are unhappy they will soon tell you or not want to respond to the request. Always be honest One of the most important ways to handle the CRM process is to make honesty the key policy.  The key is to build up positive, trusting relationships with customers and honesty remains the best way to do this. Always take a personal approach to communications, especially if the company is smaller. Keep track of all the data As with all CRM software, data is invaluable in ensuring that relationships increase and sales grow as a result of the data.  Ensure that data is kept accurate. Source: Mashable 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.      

How to make the CRM process sustainable

5 Key Tips After doing some more research I came across an interesting article on Destination CRM which highlights 5 key points about working in the customer service industry.  It is vital to try and ensure that relationships are sustainable as well as being of high quality.  These are some of the key ways in which to do so: Assess current levels It is important to take the time to analyse the standards of the current service levels and to try and improve on them.  One of the benefits of using CRM systems is that constant feedback from customers can be obtained and it should be used.  Whilst customer surveys should not be the sole tool used to assess the processes, it remains invaluable. Assess the staff It is important to take a good honest look at the employees who are responsible for the CRM process and to build up an accurate portrayal of their skills and weaknesses.  This can help any manager to delegate tasks to those members of staff that will be most effective in completing them. Define and disseminate service standards All companies that work with customers should have a firm "behaviour guide" in place to ensure that every member of staff is pulling in the same direction.  Service standards form a critical part of consistency in dealing with customers which is something customers expect. Train consistently In order to ensure that the customer service model is maintained and continues accurately, it is important to make sure that staff are training regularly and on an ongoing basis.  It is important to make sure that training is treated as a process rather than a one-off, so that staff are consistently developing their CRM skills. Develop and implement a strategy. Consider a "service certification" program with multiple certification levels to encourage continuous personal development. And do what works for your business, but motivation to create a great customer experience is key. Events, quizzes and bonus prizes can all have an effect to drive a strategy forward. Source: Destination CRM 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.  

Coming Soon eSpell 2013 the Spell Checker for Microsoft Dynamics CRM

On the success of the first release of eSpell for Microsoft Dynamics CRM some 3 years ago we have taken all the feedback from our customers and we are pleased to say eSpell 2013 is near ready for release And yes this time you can check the whole form in one click    eSpell still supports a number of dictionary languages and can still be added to custom entities as before   The spelling checking process now reviews all the fields on the form and checks in sequence giving an apropriate tick if the word is in the dictionary. This is one of the great productivity enhancement tools from MyCRM and if you have any questions please email Support@mycrmgroup.com To get a trail register on the MyCRM Downlaod Centre as eSpell 2013 will be released in the next 3 weeks. 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.      

Convert CRM records to PDF and email attachment ePDF for CRM2013 RELEASED

Over the next few weeks we will be releasing versions of our product range for #CRM2013 and following on from our release of eMap last week http://blog.mycrmgroup.com/post/2013/11/05/Using-Maps-to-find-your-way-in-CRM-2013!-EMAP-2013-RELEASED.aspx We are now ready for the next solution: Popular since CRM 4.0, our ePDF solution is now fully compatible with Microsoft CRM 2013. Below are a number of screen shots that walk through the process of quickly converting a record to a PDF attached to a CRM email. For the purpose of this overview of the ePDF functionality we have used the quote record, but ePDF can be added to nearly all CRM entities that have a report, including custom entities. First we open a quote record in CRM     Once the quote record is completed you can select the PDF functionality from the toolbar menu by droping down the list under the three dots ‘...'    From here, select the ‘Create PDF Report’ option and the following screen will appear:      For the purpose  of this overview we show standard functionality, but It should noted that through configuration of Javascript the above window can be bypassed and a Report ID passed if you wish to have a single-click report to email PDF creation. When the create email option is clicked, the record will be processed and converted to display a CRM email activity record which will have the PDF of the Quote report already attached.   To get a free trial of the ePDF extension for #CRM2013 then please register and visit the MyCRM Download Centre here: http://downloads.mycrmgroup.com/ePDF.aspx         MyCRM aim to help deliver effective CRM. You can see what our current customers say here: http://www.mycrmgroup.com/customers.aspx, but more importantly we want your business to succeed with the use of a great software solution.   To get a trial of Microsoft Dynamics CRM you can register with MyCRM here: http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here: http://downloads.mycrmgroup.com/Account/Register.aspx 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.     

How can social technology and awareness benefit CRM?

Ensuring the implementation of an effective CRM system remains extremely important for any business looking to achieve increased sales and customer engagement.  An interesting new article from Destination CRM has also highlighted the value of exploring customer relationship management within social media and some of the benefits that this can have. Target prospects One of the key ways that CRM systems can benefit from effective social media use is that it offers an outstanding way in which to find potential new prospects.  A company can easily monitor discussions and analyse trends to find out which people are discussing areas relevant to their brand and can use this targeted data to reach out to these potential new customers. 'Surprise and delight' customers Another key benefit of effective social media is to use the networks to 'surprise and delight' customers.  A great example came when Morton's steakhouse received a tweet from a customer asking if he could be greeted at Newark airport with a porterhouse steak.  He was subsequently amazed when the company did exactly that, winning themselves a loyal customer for life, as well as some outstanding PR and word-of-mouth promotion. Rewarding loyal influentials Another key way to take advantage of social media CRM is that it offers a company the chance to reach out and talk to their most influential customers.  For instance, if a popular blogger felt moved to review and praise a product of the firm, the company could use social media to actually get in touch with the blogger and further build the relationship, providing a real opportunity for further promotion Later this week I will be posting more on Social CRM with the considerations that can be given and things to think about but this article gives a great starting point on how CRM and Social CRM are one in the same and the principal of extending your organisations reach to enable social interaction will lead to higher customer satisfaction and business qualification. By default Microsoft Dynamics CRM current has internal social ability with the integration of the Microsoft Owned Yammer but here at MyCRM we are working towards new integration of Social Media for day to day activity like sales, marketing and support. Source: Destination CRM To get a trail of Microsoft Dynamics CRM you can register with MyCRM here http://hosted.mycrmgroup.com/demorequest.aspx To gain access to product extensions from the MyCRM team please register here http://downloads.mycrmgroup.com/Account/Register.aspx About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a business process can work in business and has therefore we have 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 you Microsoft CRM Solution:- http://downloads.mycrmgroup.com/eNumber.aspx Extend your Microsoft CRM system with automated numbering for individual entities and text updates. http://downloads.mycrmgroup.com/eSurvey.aspx  The all-new eSurvey solution for Microsoft Dynamics CRM extends the marketing capability of Microsoft CRM even further, by delivering a fully integrated customer survey tool.

Mobiles: a perfect addition to a Microsoft CRM strategy

A new piece in Business 2 Community has highlighted the importance of mobile devices in implementing an effective CRM strategy.  What details, though, should you include as part of the mobile application?  What makes an app valuable and useful? Complete insight into planning Whenever you're carrying out the work of actually implementing your customer relationship management strategy, one of the most important things to be able to access is the original planning documentation.  How many customers or leads are you planning to communicate with?  How are we going to engage with them?  What topics do we think should be discussed?  Having access to the original planning documents on your mobile device will mean that you can stick to the agenda wherever you are. Unique access to the system itself Ideally, anyone working with CRM software should look to be able to make decisions whilst out on the road.  Ideally, this means that the mobile device should be able to access almost all of the same features that the main software does.  The app should be able to access information on customer data, potential sales opportunities and any tenders that are still in play.  Any other relevant information should also be accessible. Individual profile access There are a variety of different roles involved in the CRM process, with everyone from project managers to IT technicians playing their part.  Ideally, then, you should be looking to have a different login 'area' for each user that contains all of the data relevant to their specific role.  This can be a real time and money saver. Source: Business 2 Community This is an interesting article and quite timely as the new release of Microsoft Dynamics CRM 2013 RTM has had definite consideration given to the new way or mobile way of working.  Since the release of the first smart phones and tablets new work patterns have emerged and consumption of data from business and social systems has emerged.  With its brand new fluid way of working Microsoft Dynamics is even easier to use on a range of devices, and Microsoft have gone a step further with apps for both the iPad and Windows 8 Tablets. MyCRM http://downloads.mycrmgroup.com is a managed service provider of Microsoft CRM and can help deliver key extended functionality through a range of applications from its download centre  About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a business process can work in business and has therefore we have developed a number of off the shelf extensions to enhance CRM productivity http://downloads.mycrmgroup.com/eNumber.aspx Extend you Microsoft CRM system we automated numbering for individual entities and text updates.  http://downloads.mycrmgroup.com/ePDF.aspx Our record to PDF solution enables increased productivity directly in CRM by allowing an end user to quickly send a Quote or Order or even an invoice by email to the end customer in just a few clicks. We also offer from our own datacentre a fully managed version of Microsoft Dynamics CRM, you can see more about using MyCRM as a managed service here: http://hosted.mycrmgroup.com/ To find out more visit http://www.mycrmgroup.com

Do you need to troubleshoot your CRM processes and do they still work for your business?

A new article on CIO has taken a look at how best to explore your current CRM process and if you are having any issues, the sorts of problems that you should be looking to troubleshoot. Data quality is the first thing looked at, and with good reason, as it is often cited as being a contributor to user dissatisfaction.  Some of the reasons for a lack of quality data include duplication of records, mis-owned or improperly assigned records, field accuracy (especially with contact details and addresses) and a lack of completeness. Functionality is also noted by the article as being worthy of exploration.  For instance, if there are some items missing in the records, it needs to be asked if serious effort had been made to attain them early on in the project, so that the best chance possible had been given for completion. Engagement is also noted as being a potential issue.  Remember, all users have to be continuously engaged with the process, otherwise some of the details can be glossed over and details are the key to effective CRM. The article also looked at the two main areas that are usually cited as being reasons for poor performance.  Poor design, architecture and conception make up one area with the other based around implementation, development and deployment.  Essentially, one is structure and the other implementation of that structure.  If you are having problems, the root cause is usually to be found under one of these two 'umbrellas'. As with all areas of customer relationship management, it can help a great deal to engage expert opinion and to make use of CRM software to manage the process.  One of the two common mistakes with the implementation of any CRM system is that CRM is a piece of technology, and is implemented as such.  By taking this approach it is likely to lead to short and long term problems as CRM really is about strategy and methodology of how any organisation wants to centre and help its customers i.e. the customer experience or customer engagement with an organisation. The other common mistake is that a CRM process has to evolve over time and post implementation of a new system like Microsoft Dynamics CRM it is key to make sure your business processes are reviewed in line with changes in thought process and customer reaction along with new enhancements to technology. The process of monitoring you organisations CRM process is sometimes referred to as “Mind the Gap” as at all times the systems in place should support current thinking and ways or working. With the evident changes in technology and work patterns customers have become savvier and with the birth and growth of Cloud Computing or Software as a Service customer expect more, and need access to organisations in new ways. These access points may be as simple as easy to use web site or access to support and customer service over social media, or access to accounts via a mobile device. The reason that major corporate are investing heavily in to providing access to product and services via mobile devices is that computing and internet browsing as we knew it is going through a paradigm shift and as individual customers and works embrace the new technology we all want access to products and services in new ways. Source: http://www.cio.com/article/741126/What_to_Do_When_Your_CRM_Project_Fails To find out more from MyCRM and about how we might help you help your business follow the links below. About MyCRM MyCRM has over 20 years’ experience in understanding how CRM as a technology and CRM as a business process can work in business and has therefore we have developed a number of off the shelf extensions to enhance CRM productivity http://downloads.mycrmgroup.com/eSpell.aspx Our Spell Check solution enables businesses to integrate full spell checking in several languages directly on CRM records. http://downloads.mycrmgroup.com/eView.aspx Our Customer 360 View and search solution enables a snapshot of all activity on an individual customer. We also offer from our own datacentre a fully managed version of Microsoft Dynamics CRM. To find out more visit http://www.mycrmgroup.com