Questions to ask before investing in your next CRM system

A CRM system can have a number of positive impacts on almost any company.  However, it is important that before a system is invested in, certain key questions are asked of it: Is it easy to use onboard? It is important to make sure that one, intuitive cross-referencing tool is used in order to allow that offline customer data is used in order to increase the online audience.  This should be do-able in an immediate, genuinely actionable way. How compatible is the system? It is important for a CRM system to be able to link up effectively with other data and tools.  Therefore, whatever particular apps a company considers essential, whether it is advertising click data or shop... [More]

How can CRM software aid different business processes?

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 correc... [More]

Effective CRM and Mobile Apps can help end poor customer service

An interesting new article in Business 2 Community has highlighted that in the mobile age, effective customer service remains the key to achieving positive CRM results. With 90% of UK shoppers saying that they would walk away from a sale if they encountered poor customer service, it is important that no avenue of a brand is left behind.  The article voices the fact that mobile CRM is the ideal way to achieve this. A mobile CRM should be used to determine information under two umbrellas. This would be the information the customer actually wants to access on their mobile and also how they want to engage with it. The article then highlights the value of both simplicity and ease of acces... [More]

What makes data-sets valuable to CRM?

A new article by the smart data collective has sought to analyse what makes certain nuggets of information valuable.  The results are quite interesting, as they argue that size has nothing to do with value.  Here are some of the key takeaways from the piece: Evaluate content Business interactions vary substantially.  On some occasions someone may be a customer and at other times they might simply offer consultation.  That means that context is important in terms of CRM. For instance, to many firms, an insurance agent represents an outgoing but to a few specialist companies, they are a customer.  It is important to remember that there is not one single definition of... [More]

Implementing CRM - Key Questions for your CRM Provider

A new piece in Business 2 Community has explored some of the key questions that a company should ask any CRM service provider that they're considering working with.  We're completely in favour of firms working with only the best companies, so we're going to explore each point:   Do they have a mobile friendly approach?   In the modern business world, the ability to be mobile is essential.  How many executives are genuinely sat at their desk for eight hours a day?  Virtually none, and yet some CRM services aren't accounting for the ability to explore data on the move.  Any CRM system you invest in should be useable on the road.   With the recent releas... [More]

Customers want more personalisation from businesses

A new survey has shed light onto the attitude of modern consumers which highlights an interesting trend, revealing that despite concerns regarding the safety of their private information, many of them still want to receive more personalised data from businesses. This is usually found in the information that is sent to individual consumers. Organisations that used tailored marketing via email or web usually scored better with loyal customers. The SAS study showed that 71% of the 1,260 people surveyed did have some concerns regarding the recent revelations of data observation. 60% still expected businesses to be aware of their preferences and to understand their needs. 59% noted that they f... [More]

More to good CRM than just software!

CRM software has been developed to a high standard over the years and it is mostly considered to be very efficient. However, according to enterpriseAPPStoday, this might not be enough to make sure that there is a good customer experience.   The article highlights that only 65 of the Fortune 500 companies in the US in 1955 have survived to the present day, demonstrating the importance of being able to adapt quickly to changes in the market and ensuring that their service is still relevant to their customers.   The use of Customer Relationship Management software has helped companies of all shapes and sizes to adapt to the needs of their customers, but CRM also needs to take into... [More]

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 plan... [More]

7 Steps to getting a CRM implementation right

A new piece from Smart Data Collective has explored some of the key elements that will help a company implement a new CRM system smoothly and efficiently.  As with any new system, taking the time to ensure a good transition is valuable, so the points are well worth exploring: Prepare properly It's important to ensure that the team integrating the new project is put together efficiently, with an equal balance developed between the various key skills that will go into ensuring the system is a success.  Don’t become reliant on a 3rd party partner for all the implementation, make sure your internal team can and has time to take ownership from the outset. Make sure every area ... [More]