Building efficiency in customer interactions

A new piece in 1 to 1 media has highlighted some of the key ways that CRM based customer interactions can be helped to be more efficient.  The points are worth further exploration: Reduce the time between engagement and action One of the keys to obtain real time CRM data is that it enables the company to act quickly in meeting the needs of customers.  This is important to adhere to. Ensure customers are empowered One of the keys to modern customer service is to ensure that the customers are engaged.  It is important for customers to always know exactly what they can do to take action.  The old call to action never stops being useful! Reduce any complexity Another ke... [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]

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]

Report sheds positive light on CRM sector and growing need for Strong Customer Relationships

A new report from the US has indicated that CRM is becoming more and more popular, with the industry expected to reach around $28.8bn by 2018, with more and more enterprise-level focus on customer-centric business operations. A variety of factors has been contributing to the ongoing growth of the industry.  Some of the main sources cited are the different social media platforms such as user forums, web communities and the various social networks such as Facebook, LinkedIn and Twitter.  Essentially, there is a whole new world to explore in terms of handling customer relationships.  As well as providing a medium for exchanging messages and files, social provides customers wit... [More]

Tips on migrating to a new CRM system in 8 easy steps

A new piece in Business 2 Community has highlighted some of the key factors that should be considered when making a transition to a new CRM system.  If you are considering making such a migration, then they are well worth taking a further look at the full article which cover 8 steps on having the right key points in the project. Decide on (and stick to) your hard and fast date: It is important to ensure that as part of the migration, you set a concrete date from which the new system starts to be used and ensure that everyone working with the software in any way sticks to it.  If you do not keep to this, you run the risk of a problematic transition period where users are continual... [More]

Microsoft complete switch on of Dynamics CRM 2013 - Online

Microsoft has now completed its staggered rollout of the cloud-enabled CRM management suite, keeping to the release timetable that it first released back in July.  Dynamics CRM 2013 is now fully available worldwide.  As well as the software itself, it is now possible for users to access the accompanying applications on their tablet devices and make use of the cloud.  The relevant smart-phone apps will also be released this month. Simon Hutson, who represents the Microsoft Dynamics Sales team, revealed in a new blog-post that Dynamics CRM 2013 "is now live in our EMEA [Europe, Middle East and Africa] data-centers. (APAC [Asia-Pacific] data-centers went live last week, and th... [More]

How can social technology and awareness benefit CRM?

Ensuring the implementation of an effective CRM system remains extremely important for any business looking to achieve increased sales and customer engagement.  An interesting new article from Destination CRM has also highlighted the value of exploring customer relationship management within social media and some of the benefits that this can have. Target prospects One of the key ways that CRM systems can benefit from effective social media use is that it offers an outstanding way in which to find potential new prospects.  A company can easily monitor discussions and analyse trends to find out which people are discussing areas relevant to their brand and can use this targeted dat... [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]

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]