Why CRM software use needs to be consistent

After looking through a number of pieces this weekend I found a number highlighted some key facts and some of the key reasons for ensuring consistent application within the CRM process and why this was extremely important to a business.  Here are a few to take a closer look at. With No CRM - It can lead to misguided communication One of the keys to success is ensuring that customers feel like they are being specially treated and CRM software enables a company to provide the customer with relevant product promotions in order to do so.  Ineffective infrequent use of the software means that a customer is likely to receive communications irrelevant to them.  When calling if the ... [More]

Microsoft review usability with CRM 2013 release

From as early as RU 12 on CRM 2011 a version of the new activity feeds were available, but in CRM 2013 this unique way of looking at customer interaction is embedded into the core customer screen for accounts contact and Leads, along with being available from the main Sales dashboard.   This makes working with the current release of Microsoft CRM easier and stream lines some of the activity tracking and is definitely a step in the right direction in helping end users get to the right information quickly. The CRM 2013 release has taken on a new bold design which give the application a brand new look and feel and the Microsoft design team have obviously given a lot of thought about end... [More]

Unique ways that CRM can aid a company

A new piece in the Box Free IT website has taken an in-depth look at the CRM industry. It has highlighted some of the key benefits that CRM can have with the emphasis firmly on providing genuine results. The first point that is highlighted in the piece is that CRM data and software can help to introduce a genuine system to smaller businesses.  SMEs often lack an in-place system designed to help record and follow up on potential prospects, which means that some genuine leads often fall through the cracks, leading to a revenue loss. Secondly, it highlights the value of putting into writing all of the steps of its sales process.  CRM software can enable a company to both initially d... [More]

What is CRM and how can I use my CRM data?

If you have ever asked yourself “what is CRM all about, and why does my business even need one?” then take a read though and I’ll try to explain how you can use the data you accumulate in your CRM system. But firstly - and lots have people have asked me this one - “What is CRM?” In short it is a database you collect information about your customers in.  I’d be surprised if you don’t already have one, although it might not be super effective and it might not be Microsoft Dynamics CRM. You might even have several with different information - some on spreadsheets like Microsoft excel. In this latest article, I try to discuss how CRM data can be us... [More]

Microsoft releases industry templates for CRM 2013

Microsoft is making an attempt to differentiate its Dynamics CRM software from other competitors in the sector by including a new set of 18 specific industry templates as part of the software.  These templates are designed to be used by companies in those industries, and include sports management, healthcare and even more specialist areas such as prison inmate data. The customised templates were announced during Microsoft's Convergence 2013 EMEA event, held in Barcelona. As well as the templates, Microsoft also publicised a new pricing offer which will bundle the Dynamics software with Office 365.  The offer will be available up until March 2014 according to the company’s... [More]

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]