How CRM Software Can Help: improve customer service

In our latest post in the series of How CRM can help articles today we are looking into the customer experience and the delivery of customer service. One of the keys to CRM success is to already have a good customer service process in place.  To start with we are going to take a look at some of the things that make up good customer service and how CRM software can help implement them. The article on Business 2 Community highlights some good points and it is worth thinking about how you expect or want you customers to get the best experience and general engagement from your business as just selling something or shipping a product is not always enough. Always make the most of interact... [More]

HOW CRM SOFTWARE CAN HELP: with better relationships

CRM is all about one thing: customers! It's therefore important to make sure that the relationships are managed in the most effective way.  One thing that is paramount to implementing a CRM project is that it is not just a software component for your business, in fact it is so much more, too much for one post but today I’m going to take a look at some of the specifics in terms of how the software can help Building psychological profiling Modern CRM software is capable of a great deal, and one of the most useful features is its ability to genuinely gain insight into how customers think when shopping.  Some, for instance, might always do their shopping first thing in the mo... [More]

Warming up leads using CRM and social media

This is a great follow on article from my original post about socialising your business, and as social media is becoming more of the norm in business I’ve taken this opportunity to highlight some further points of why social media is a get asset to business. I’ve always promoted positively and discussed the importance of social media to the CRM process.  It is inarguably one of the most crucial ways to engage customers.  Here I’m looking at how it can be used to help generate warm leads for the sales team and how CRM software can help with the process. It helps a company get to know a prospect When used effectively, CRM software really can help a company to und... [More]

CRM and Good Communications.

I recently picked up this interesting article on Information Age which relates broadly to the new age of CRM, but is it really a new age or are these just key points that every business in some way should be implementing. Below I’ll cover some of the points as they are key to successful CRM and Sales. One of the key points to overall sales success is ensuring that communications reach their fullest potential.  Here I’m going to take a look at how communications can be improved and how CRM software can become part of the overall process. Personalise things It's vital to ensure that the modern customer feels like he or she is being catered to exclusively.  Effectively... [More]

CRM software – an advantage for the owner of a small Online business

Running a small business is not easy; a fact that rapidly becomes apparent to anyone taking those first tentative steps into the world of commerce. The product or service has to be right and if the enterprise is to succeed, customer service has to be top quality.  The advent of modern technology has made starting a business easier in some respects. Using the internet and social media it is now possible to quickly gain exposure for a new enterprise, promoting it at a lower cost and much more effectively than in the days of the old advertising techniques. Interaction with and relationship management of customers has also been made easier using modern technology. Knowing how to use these ... [More]

Creating the sales pipeline using CRM a 6 step plan

In my Last post I discussed how CRM managed sales in Microsoft Dynamics CRM but here I’m going to take a step back and review a 6 point plan I found on Business 2 Community Let’s look at exactly how that sales pipeline can be built and how CRM software can help you accomplish this task. Finding the prospects There are a number of different ways to generate leads, and many of them are common marketing techniques.  However, CRM software can offer a substantial amount of help in this regard.  For example, it can be linked to a lead capture form such as a "Contact Us" page, where it can start to build useful customer information right away. The contact data can be used ... [More]

CRM and business process management

We are always keen to take a look at different aspects of CRM and how the software can help to enhance each step of the process. Today, we are going to look at how it can link up with business process management. It can help improve efficiency The aim of investing in CRM software is, of course, to help improve sales conversion rates. Yes, relationship building is vital, but more sales is the ultimate goal. CRM software combined with a positive business process can help ensure that all sales staff members know exactly how to close each sale and gives them access to the information that enables them to do so. It minimises inconsistency CRM software, like all business software, has an ROI, ... [More]

How CRM software can help manage a company’s sales pipeline, when you know what it is! CRM that is!

From years of experience in the CRM market place I have come to realise, and some may disagree that CRM means many different things to many different people even when they are from the same organisation. I recently spent time with an organisation where the Sales Director sat across the table and clearly stated that “CRM is rubbish and it is all make believe and as an organisation we don't needed any of it!”.  My obvious response was just to smile and then, I asked why he thought that was the case.    I was truly surprised by the response which was “What we need as an organisation is something to manage Sales and Opportunity to know if our targets are going t... [More]

Your CRM software can your teams minimise errors

CRM software is already well reputed for helping sales reps to improve their conversion through providing useful data about both the sales process and the customers themselves. However, it can also be useful in reducing mistakes by the sales team and other teams.  Here's how: It can help record calls Some CRM software is capable of recording calls between potential clients and sales reps, meaning that they can then be gone back over once the call has completed.  This serves two purposes: firstly, it means that the rep that made the call can analyse their technique and see if they're making and repeating mistakes.  It also means that any other members of the team that pick up... [More]

Using CRM to retain and empower your Sales Team

Today’s article originally from Business 2 Community highlights some of the point on why having a well implemented CRM in your business can help retain your Sales team and make them more productive. Over many years I have worked for several CRM based organisations and have realised Sales team members are happiest when they are selling successfully and CRM can be part of the tool set that helps individual’s achieve pre-set management goals. One of the key ways to make sure that CRM software is doing its job is to look at the impact it has on the sales team.  Indeed, the source of this article has taken a look at some of the ways in which the software can be used to help bui... [More]