MyCRM Daily CRM News 04-12-2014

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Here are some of the latest CRM posts from around the web

Considering security for CRM

Although security isn’t something most business managers think about when it comes to customer relationship management (CRM) systems, it is something that should be considered. This is particularly true as CRM becomes even more interconnected and customers use a wider range of devices.

Security software

First and foremost, the right security software is essential.  Businesses don’t need to break the bank when it comes to security software.  Sometimes the best solutions are simple and affordable.  What one needs to look for is a firewall as well as both anti-malware and anti-virus protection.  The key is to installing the program and then keeping it up to date.


Encryption is another pretty basic security principle that should be considered with a CRM system.  Mobile devices such as tablets and laptops should ultimately be equipped with encryption software.  This software helps prevent unauthorised users from gaining access to sensitive information and is an essential solution in the event that a mobile device goes missing.


Companies should implement a strong password system.  Although passwords aren’t the ideal method of security, they are the most common.  A strong password typically consists of more than eight characters and includes letters and numbers as well as special characters.  It is also helpful to require a password change every 30 to 90 days.

Keeping customers informed

Social engineering is a form of trickery that hackers often use to bypass security measures.  Most consumers know this as phishing.  It is the responsibility of the company to keep their clients informed about the latest in phishing attempts and to warn them about giving their password out and never opening attachments or clicking links from unknown senders.

Considering security for CRM is pretty straightforward and usually consists of some fairly simple efforts.   Source:

Is your company customer-centric?

Most business owners know that the customer is king and will say that their company is most definitely customer-centric.  However, this isn’t really always the case.

In fact, most companies are actually sales-centric or product-centric; the customer is not really at the core of their business.  When this happens, businesses alienate their clients and ultimately hurt their bottom line.

“Customer-centric” is so much more than business jargon. It is a concept that fundamentally influences how a business is run.  In such businesses, everything is focused on the customer.  Meeting the customer’s needs should be the goal of every business, but those that are truly customer-centric will strive to not only meet but also exceed the customer’s expectations.

This might sound like a good plan in theory, but actually becoming customer-centric isn’t always as easy as it seems.  Often, major changes to the way the company does business and the company culture are required.  One of these changes is to implement a good customer relationship management (CRM) system.

The CRM system will allow business managers to find out as much as they can about their customers.  Having the basic information is helpful, but customer-centric businesses need to know even more so that they can build a picture of just who their customers are.  Analysing this data allows businesses to anticipate their clients’ needs and build a solid, functional relationship with them that extends for years.

Overall, the benefits of being a customer-centric business include more profitability, a loyal and satisfied customer base, and more sales.


State of Ohio embraces CRM for developmentally disabled residents

Although it’s just in its pilot phase, Ohio has implemented a customer relationship management (CRM) system that is projected to increase collaboration between providers while simultaneously improving person-centred care throughout the state.

The new CRM-based system, known as "imagine", was recently implemented by the Ohio Department of Developmental Disabilities (DODD) and is intended to help deliver person-centred programmes and services to state residents with special needs.  The new system is expected to be more efficient and less expensive than the one the state is currently operating.

The DODD manages a state wide system of support programmes for more than 100,000 Ohio residents with special needs and developmental disabilities.  These services, which are tailored to specific communities, are typically delivered by each of the state’s 88 counties.  Because each county handles its own programme, there are varying procedures, processes, and providers.  Service plans also happened to be paper-based.

The way Ohio was running these special programmes was about as inefficient as one can get.

“We wanted to make the entire process electronic, which could reduce the use of paper, improve accuracy, and help encourage collaboration across the teams, which in many cases includes the individual, guardian, case financial manager, Human Rights and Behaviour Support Committees, providers and more,” explains Bryant Young, CIO of the DODD.

Prior to the implementation, the DODD began assessing the different options for a technology-based method that could be rolled out over time across all 88 counties.  In-house development, COTS-based solutions, and proprietary solutions were all considered, but the DODD ultimately ended up going with Microsoft Dynamics CRM.

The DODD’s technical team used the CRM platform as the principal core and built a configurable and customisable application around it.  Directors, finance managers, administrators, and budget specialists can all interact with the system in a streamlined workflow management scheme. 

It took eight months to build this CRM system, and both the DODD and Medicaid funded it.  However, integration was quite seamless as legacy data was imported through both real-time and batch processes. 

“The biggest benefit we’re seeing is the collaboration between the providers,” Young goes on to say. “They can all see the plan, they can talk to each other, and they can work together. It allows them to get a full view of that individual person and how best to serve him or her. They’ve never had that before.” 

The state of Ohio should be an example to small business owners considering implementing and launching a CRM system and strategy. 


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