How CRM Software can help: avoid classic customer service mistakes

To follow on from our last “how CRM Can” http://blog.mycrmgroup.com/post/2014/03/03/How-CRM-Software-Can-Help-improve-customer-service.aspx here are some points on what things can go wrong and that need to be addressed even if a CRM is in place. The purpose to customer relationship management is keeping the customer happy, and CRM software is one of the most effective tools for this purpose.  Even when organisations implement the technology correctly there are a number of mistakes that can occur and here we look at some of the common mistakes and how to avoid them. A lack of empathy You need to remember that many companies today just don't seem concerned about the custo... [More]

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]

Managing CRM to leverage maximum success

It being a weekend I was just scouring all the latest news articles and posts around CRM and this post on Business 2 Community came to my attention as it highlights some of the keys point that make CRM a success in business. Some organisation do make the mistake of believing that if they buy or subscribe to a CRM platform then they will have implemented great customer service. This idea is not exactly true, but they will be on the way to implementing great customer service as having the right software like Microsoft Dynamics CRM is a great starting point, along with a global provider like MyCRM. Below are a number of key points that can help make CRM a success in any small, medium or enter... [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]

When is the right time to invest in a CRM STRATEGY?

A new piece in the Business 2 Community website has explored a number of factors in terms of the right time to invest in a new CRM system. Some of the points are worth looking at further: Once a certain level of customers has been built up CRM is purpose built to assist your sales team in serving clients and customers in the best way. Essentially, it is therefore worth investing in the system as soon as you have enough customers. The likelihood is that the software will actually help you maintain their custom and grow with the needs of different organisation you work with.  Once you have a CRM system in place you can easily import data that you might have purchased and start marketing... [More]

Getting ROI from CRM not just Like for Like

A new article in Business 2 Community has chosen to take a look at calculating ROI when using a CRM system.  Interestingly, within the piece are several tips highlighting the different mistakes that are typically made when using the system.  These are well worth further exploring: Information silos Businesses will often simply replace one set of information silos with another taken from the CRM silos.  There is no thought to the process, and often the new set of data is no more valuable. Understanding the business process and how this is implemented is key to the success of not only the implementation but giving your Customer the experience they deserve. No reconciliation ... [More]

CRM and the sales team

A new article in the Business News Daily has taken an interesting new approach to the CRM process by asking exactly how the Wizard of Oz can teach companies about the CRM process.  There are actually some interesting lessons within the piece:   Sales teams should concentrate on closing   It's important to remember that any CRM software should be used to help compliment the work that the sales staff are carrying out, and shouldn't mean that they spend all of their time simply adding information to a database: as the article states, they're not data entry clerks!  It's important that the CRM software makes the sales process simpler.   Optimise the solution around... [More]

How to Improve the CRM Process

Once the CRM software has been invested in, it is important to ensure that you make the most of it.  That is why it is worth having a further look at a new piece in Mashable, which is focused on some key ways to improve the process: Foster word of mouth Even in the digital age, word of mouth remains invaluable in helping to increase sales.  The more customers talk about a company, the better!  Building a good online profile and obtaining a high level of trust with customers is the ideal way to help develop the profile enough for people to start passing on recommendations and a good CRM software system can help with this. Remember in a digital social world, a like or a tweet... [More]

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]

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]