After doing some research and reviewing a number of articles including this new piece on CIO.com, I just thought I‘d take the opportunity to cover off some of the key processes and areas that a good implementation of CRM can be used for.
The article on CIO talks about 3 key areas and explores the CRM sector in a different way. Essentially, it looks at three ways in which an effective CRM system can help to improve a company's business processes. But from experience and understanding what CRM systems can be used for I’ve taken the opportunity to add what is missing. A CRM system implemented correctly is and can be so much more.
The first three points below are correct and worth noting but it is unlikely that these will solve your business pains, unless you’re a multi-site multi continent corporate organisation.
CRM as a smart file cabinet
Some businesses use their CRM system as simply a database of the relationships that clients have built with customers. These businesses do not create leads in the traditional manner. Deals are more likely to be made over a round of golf or dinner than through a phone call. To these companies, CRM software represents a useful database of contacts at the client firm, address books, event planning and other key documents. Status reports are also useful as are activity summaries.
CRM allows collaboration and the storing of documentation
Some companies, of course, remain focused on a traditional account management system, replete with up-selling, renewal and multi-phase contracts. In this sort of working environment, CRM software allows all of the main departments - marketing, sales, engineering, delivery, etc. - to stay co-ordinated with each other. This ensures that all of the necessary work is completed and that departments can be aware of the sort of work that will appear in future.
CRM the task master
For some of the most ambitious companies, CRM software operates as the driver behind a fairly automated, standard process. Companies such as this often have various processes running simultaneously, meaning that CRM software is required to manage all of the relevant information side-by-side in order to ensure that all of the channels are working with each other.
So let’s look at what else can be achieved - and the question you need to ask is exactly that: What do we want to achieve with a system for our business? Here I break down beyond the basic three areas.
CRM the Marketing Machine
Again looking at many articles there are lots of different approaches, but let’s looks at online and email marketing. As the technology age progresses forwards in leaps and bounds the most common form of marketing is either online or email marketing, but just sending the pretty HTML email is no longer enough. The marketing and CRM system needs to provide interaction data which can be used to prioritise sales and calls with prospects and customers.
The data collected from campaigns can drive automated sales processes by creating follow up phone calls and activities, streamlining data input.
CRM the Sales Multiplier
All businesses including ours want and need sales. It’s a fact of business, so can CRM help? Well yes - as by combining the above techniques and defining processes, sales teams can work smarter. By integrating your website statistics and your capture forms directly into CRM, sales teams can access data on when people visit the company web site, and who they are.
I know it all sounds pretty straight forward, but for many organisation that have not adopted a CRM strategy this level of sales generation is still a big step forward.
CRM the Customer Blanket
A CRM software solution does not automatically mean great customer service awards for your business, but the software is a tool that can help you get there and the strategy will help your business define the process.
Great customer service comes with the mind set of your employees and management team wanting to deliver the best. From a great sales experience to fantastic support that goes the extra mile, this is how CRM is defined and it can mean so many different things to many different people and organisations.
CRM the MyCRM Way
So a good CRM provider does not just provide software, but will want to help an organisation attain great benefits and will want to help solve the pain points to make productivity and sales increase for their customers.
Or should I say, that is what we aim to do!
You can see here what our current customers say 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
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 your Microsoft CRM Solution:-
You can get access to arrange of products for Microsoft Dynamics CRM from the MyCRM download centre here http://downloads.mycrmgroup.com after registering for an account.