Which businesses suit which CRM software and which business functions count?

I found this article recently and it reignited thoughts around questions I have been asked so many times through my CRM career.  Business owners that don’t understand or have a tainted view of what a CRM system is always ask why they need it and this article on Destination CRM covers some very good points. But as I always say, CRM is a much bigger picture and as an organisation you must think about what the end goal or process is as CRM software is great for holding all the information but what is it you really want to achieve. Let’s look at some examples of how CRM can be used to improve business activity:- Marketing: As a business you probably going to want to do s... [More]

The deeper impact of how CRM can increase business

CRM software is known by many people to be an effective way to automate different customer management tasks.  However, it can be used in a far for reaching way across all departments to manage customer data.  In this article I found on Business 2 Community we’re going to take a look at the different areas that the software can have a positive overall impact on. The avoidance of duplication In any sales team, wasted time is lost money. CRM software can massively cut down on the amount of time staff spend dealing with something that has already been done, such as returning calls and creating lists of customers that require call backs.  It can also help prevent duplicatio... [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]

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]

A number of things to think about when getting your CRM features set up in 2014

With the New Year celebrations now done and dusted, and the plan for the New Year’s Resolutions beginning to fade then now is the perfect time to start considering exactly which CRM system or how to extend your current Microsoft Dynamics CRM to meet the growing expansions for 2014 / 2015. Is there ever a right time to take stock of your business and CRM needs that will improve the way you track interact and support your customers? Well I would argue yes now is the right time as country and global economies begin to grow and the feeling of confidence returns, now is the time to make sure your business processes are set up and ready for the next year. After spending what is now some 15... [More]

Exploring social CRM in more depth, part 2

Yesterday, we started to take a look at some of the different ways in which the social media process can be improved and perfected. A lot of yesterday's focus was on the pre-management and selection of the software, whereas today we're going to look at the management of it. Engage important customers Whilst social CRM does indeed help to generate new customers, there are nonetheless always going to be particular brand advocates that regularly mention the products. These people are more likely to get other people to choose the firm, so it's important to get them involved through activities like sending through gift certificates or regularly re-tweeting them. Respond, fast One of the key b... [More]

4 Potential CRM trends in 2014 to help your business get ahead

A great new article today from Business 2 Community which highlights some customer service trends.  One of the key parts of remaining successful in the CRM data world is to ensure that you stay on top of the latest trends.  Fortunately, a new piece in Business 2 Community has taken a look at some of the key trends that are likely to emerge in 2014: Below are 4 keys things your business may embrace over the next year. Social customer service comes into its own Because so many business are now using social media for CRM purposes (as they should be) the focus will now shift onto who's actually doing it well. Integrating the social side of things with all other customer service chan... [More]

CRM and Building a Business Sector Community

It's important to always try and stay on top of trends within CRM, as this is one of the key parts of obtaining success. Interestingly, many people believe that community will play a key part in the industry during 2014. Building an online community has long been considered a key part of general online success, and it's hard to imagine that it won't therefore impact CRM software in some way. It's likely that customer interaction through the community will become a key part of generating sales general. If run effectively, for instance, communities can provide a lot of relevant information to companies regarding the general viewpoints of customers, how they view certain products and ranges,... [More]