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]

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]

Can CRM benefit higher education and what are the parallels with business?

A new piece in the Financial Post has highlighted the potential that CRM could bring to the higher education sector.  Interestingly, research has already indicated that institutions could gain a 42% increase in revenue by making use of an effective customer relationship management process piece Four key requirements for a CRM system were explored: Complete tracking of students A successful CRM system in the higher education sector would need to build a detailed profile of each student's interests, including their preferences and their purchase intent, not to mention their academic financial and communication history.  Essentially, this has the same aim as a business profile whic... [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]

Microsoft Dynamics 2013 Apps in an App Store near you

It has been announced that Redmond has rolled out the new tablet app for Microsoft Dynamics.  The app can now be downloaded from both the Apple app store and the Windows store. The main Dynamics CRM software (RTM) set was released earlier this month. It has received good reviews from those who've used it, and the hype for the tablet app has continued amongst those who downloaded the software. The app itself promises to involve the user in all of the main activities from the main software itself.  It's easy for users to access their current activities, view their accounts, and look at current open leads and opportunities as well as viewing their contact books. Interestingly, the ... [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]

Customer Think explores Microsoft Dynamics CRM 2013

A new piece at Customer Think has further explored the latest CRM software from Microsoft (Dynamics CRM 2013), looking at the developments that have been made since Dynamics 2011. The analysis also highlights some of the key aspects that any effective CRM software should possess, and for this reason alone it's worth taking a closer look. Firstly, the article quite rightly highlights the User Experience within the new software.  This is without doubt an absolute necessity when it comes to CRM management, simply because the customer relationship management makes use of a huge amount of data. Yammer integration for social networking has been added, as well as a process flow control, which... [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]

6 Questions for CRM that can amplify your Brand and Customer satisfaction.

An interesting new piece in The Drum today (Simon Brace - The Real Adventure www.realadventure.co.uk) has highlighted some of the key questions that any company should ask before they engage in a customer relationship management strategy.   They are well worth exploring further and provide some real food for thought. From a CRM point of view in helping smaller businesses achieve success with CRM and social awareness I have added additional thoughts from my own experience.   Is there a high consumer need for information regarding the product? One key to increasing customer engagement (and therefore requiring a CRM system) is whether the brand or the sector you work in repre... [More]