Welcome to our CRM daily update
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.
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
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.
security for CRM is pretty straightforward and usually consists of some fairly
simple efforts. Source: http://it.toolbox.com/blogs/insidecrm/keeping-your-crm-secure-61627
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
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
State of Ohio embraces CRM for developmentally
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
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
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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