Our CRM daily update, customer usability
Here are some of the latest newsfeeds from around the web where CRM is the focus
Making the customer’s mobile
If a company
fails to keep mobile functionality in mind, it risks losing customers.
is about the mobile experience. It seems
that wherever one looks, there is a smartphone or tablet in someone’s
hand. Thanks to this phenomenon, a
business’ customer relationship management (CRM) strategy must now also include
making the customer’s mobile experience better.
Customers are now
more technically savvy than ever. When
they use social business tools and technology, they expect to encounter an
ideal experience on whatever device they decide to use, whether it's a laptop,
desktop, tablet, or smartphone.
Companies must be prepared to optimise this experience or be prepared to
Here are a few
great tips to ensure that the customer’s mobile experience is as good as it can
Offer a web experience that is just as good as the mobile app.
foremost, the website must be responsive and adaptive. This means that regardless of device or
screen size, customers will have the best experience possible. Don’t make customers download a separate app
just to access the content; the app should be something that creates additional
value, not something that is required.
Improve search functionality with analytics.
Help users find
exactly what they need and want by offering smart searches. This helps to predict what a customer might
want or need based on past performance and can actually save time and money for
both the customer and company.
It’s all about usability.
Another way to
improve the customer’s mobile experience is to make sure that there is an
intuitive layout. For social networking,
make sure the platform has guided setup tools that clearly instruct users on
how to best experience and navigate the site.
CRM combined with BI optimises customer
The use of modules within a customer relationship management (CRM) system
helps the gathering and analysing of business intelligence (BI) be more
efficient. This also helps to optimise
customer orders in the long run.
What are the modules that a good CRM system should have to improve the
overall customer experience and boost the company’s bottom line? Here’s a quick list:
- Billing and
- Price quotes
Streamlining the procurement and acquisition processes through a
structured and organised workflow and solid set of BI rules is essential in a strong
CRM strategy. This integrated
intelligent process allows for a more advantageous use of CRM software over
conventional methods. When procedures
and operations are streamlined in this way, cost savings are sure to follow.
up to date on the order management process in particular allows a business to
implement internal policies and controls to mitigate loss, avert poor customer
service, and avoid unnecessary risks that might come up. Remember, the main goal is not just a profit
but also a positive customer experience, which often leads to repeated sales in
the long run.
managers must keep in mind that although they are independent elements, BI and
CRM complement each other and make it possible to efficiently manage timeframe
requirements, sales order optimisation, and functionality to improve and
enhance the customer experience.
CRM can help manage B2B
Customer relationship management (CRM) is a
lot more versatile than many people might think. Today’s CRM software programmes are designed
to not only boost a company’s bottom line by improving the overall customer
experience, but they also help to manage business-to-business (B2B)
Most CRM systems are so robust that they have
just about everything including the internet, intranets, and extranets, not to
mention reporting, analytics, and so much more.
This is precisely why they are quickly becoming an essential aspect of
any business’ operations. Today’s
increased need for information sharing has motivated CRM providers to evolve
even further to provide an organisational reach that spans across various
Current behaviours show that in order to
successfully manage a B2B relationship, businesses must embrace social
networking. Recent statistics have shown
that almost 75 per cent of all B2B customers use social media to purchase
products and services. Social media is
also integrally incorporated into decision-making, communications, and
organisation. The CRM systems that are
available today often incorporate social media platforms into their models.
However, not all CRM platforms are created
equal. CRM software must be flexible so
that a business can create opportunities and brand value, evaluate and monitor
sales and marketing efforts, build a sustainable and strong customer base, and
align values and goals. This means that
companies must know both their competitors and customers very well and be able
to track their respective behaviour.
Taking all of this into account, it is clear
that CRM software can offer an ideal solution for managing critical B2B
relationships just as well as it can help manage the customer experience.
for growing business through social CRM competency
It is time to say goodbye to
the days in which employing independent and dissimilar CRM and social
components might bring about strong customer relationships. Today, successful customer relationship
management strategies require the integration of social and organisational
this shift in the rules of the road of CRM, assimilating a company’s CRM and
social platforms is still a work in progress.
Although the importance of integration is clear, many firms – even the
biggest ones – lack the tools needed to get a solid social CRM programme off
this in mind, here are ten tips on how to boost a business’s social CRM capabilities
in order to better interact with existing customers, increase the customer
base, and ultimately grow the business.
- Keep updated records. Make sure every customer’s record is as
up-to-date as possible. Every time
a record is pulled, scrub it for new information.
- Frequently post recommendations. Small actions like posting sincere
comments or recommendations about how nice it is to work with key
customers can go a long way.
- Improve CRM tools. Grow the database and improve efficiency
tools by adding every new connection or like to the CRM programme.
- Get referrals. Business growth often comes from
word-of-mouth and referrals, which usually come from the best customers,
so make a point of asking for them.
- Consistency is key. Every week, post something relevant to
customers that piques their interest.
This helps customers view the company as a relevant source of
- Interact. Interaction is key, so
interact with online groups and communities within the relevant industry
- Be helpful. A positive and helpful attitude can go a
long way, and it can even turn a dissatisfied customer into a long-term
and loyal one. Offer assistance in
a speedy manner.
- Keep an eye on things. Successfully monitoring the company or
brand’s mentions in social posts is an excellent way to act on customer
- Promote social presence. Make sure people know where to find the
company. Include links to social
media pages on all communications and offer an incentive to connect.
- Measure success. Set attainable goals and use solid
indicators of success to measure how well the social CRM strategy is
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.
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profits, our team are based in the Isle of Wight, UK and we maintain
relationships with customers in 26 countries.
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