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Sage CRM for Petroleum Marketers extends the power of your back-office ERP system, or functions stand alone. With optional CRM-ERP integration your ERP customers are imported into CRM and synchronized. Customer orders and invoices may be viewed in CRM along with products purchased and overall sales history.
Sales people may view credit balance, high balance, account hold status and payment history to assist in the sales processes. Sales quotations and orders may be placed in CRM that leverage integration with inventory control and pricing configured in the back-office accounting system.
Chevron and Mobil opportunity stages may be used to structure the sales process.
Sales dashboards display petroleum product sales in detail by product category in gallons. CRM marketing campaigns can be driven by purchase history. The CRM system can make intelligent suggestions for add-on/up-sell purchases based upon the previous purchases by your customers.
Sales teams selling different petroleum industry product lines such as fuels, lubricants and propane see only their own team specific fields, dropdowns and stages in the sales process. So the CRM system fits their business encouraging them to adopt the CRM system and enabling them to be more successful. Templates are available with company, lead, opportunity and case screens and workflows that are specifically designed for petroleum marketers. Greater CRM user adoption leads to greater ability to track KPIs and successfully manage your business.
CRM “Cases” enable you to be responsive to your customers’ issues, such as complaints, billing questions, equipment installation issues, wrong product delivered, oil spills or leaks that require prompt attention and resolution. This responsiveness leads to greater customer satisfaction and retention.
If you manage your business by location or ship-to address, then account managers may be assigned, and communications, opportunities and cases may be managed at the address level. So sales people can manage their business by the addresses they are assigned to, in addition to the ability to assign reps at the customer level.
Equipment management and fleet management features are available including management of equipment and tracking of vehicle information which can optionally include GPS tracking.
What is CRM Business Process Optimization?
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CRM Systems is very happy to announce the official launch of OilFlo! OilFlo is an industry vertical version of CRM integrated to ERP, and it delivers a multitude of capabilities that Petroleum Marketers want, and need for modern sales and service management. OilFlo is exclusive to CRM Systems, so contact us today for more information!
In addition to all of the standard capabilities of CRM for desktop and mobile, OilFlo also includes:
These capabilities, and more are exclusive to CRM Systems OilFlo. Contact us today for more information!
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Modern advancements in CRM technology are more customer focused than ever before. Forrester Research believes we're in the midst of the customer revolution, a concept driven by technologies that improve customers' access to information and amplify their voices. Social media and increased organizational adoption of multichannel support have created an environment in which companies need to focus on delivering the best experience possible to their buyers.
CRM systems are now more than twenty years old, and recent changes reflect both the increased customer voice and the availability of insights into big data. According to Forrester Analyst Kate Leggett, a top CRM trend is the use of tools that allow marketers and sales professionals to "operationalize insights from connected devices" and other sources to provide more relevant experiences than ever before.
CRM systems are increasingly built to accommodate insights from Internet of Things connected devices, third-party insights vendors, and other sources for a truly robust understanding of prospects and customers. Let's explore the types of data necessary for comprehensive customer understanding, and the way CRM can serve as a center for insights.
Smart CRM vendors have long been aware that more big data centralization means better insights. However, all vendors are increasingly moving away from what BDEX refers to as RFM, or simple insights on the recency, frequency and monetary value of customer transactions. In many cases, social listening and other tools to fill out information on a customer's firmographic and demographic insights are also insufficient.
To gain a comprehensive understanding of customer needs and preferences, BDEX writes that marketers must procure the following data types for a truly 360-degree view:
Quantitative insights, via transactions and online activity
Descriptive data, such as education level and parenthood status
Qualitative insights, including preferences and other attitudinal attributes
By integrating comprehensive data insights with your CRM via third-party vendors, social media, and other resources, you can gain more insight into how your prospects and customers perform research, make decisions, and develop preferences. This can facilitate truly personalized customer experiences and marketing recommendations that will define the future of the buyer experience.
For an idea of just how prominent big data-driven customer experiences are becoming, consider the rising prevalence of personalized recommendations among e-commerce vendors. When Amazon and Netflix first introduced this algorithm-driven concept, it was groundbreaking. Now, the marketing automation technology required to deliver personalized content and product recommendations isn't just widely available; it's cheap enough for companies of virtually any size to afford.
Gartner Research VP Kimberly Collins believes that big data is the next major disruption in customer experience management that will shape how brands interact with their buyers and prospects. She recommends the adoption of smarter CRM technologies and plans to reap strategic benefits from the increasing availability of big data-driven CRM technologies.
Companies need to balance the wealth of analytics tools available in many CRM solutions and the incredible availability of big data insights with their customers' desire for privacy. However, two fundamental truths should shape any brand's big data CRM strategy:
Personalized recommendations are becoming an expectation
Consumer perceptions of "invasive" can vary
An understanding of your customers should shape the aggression with which you adopt predictive CRM analytics and formulate personalized recommendations. Ironically, this understanding is likely best built through big data analysis in your CRM. By understanding how your buyers will respond to hyper-targeted offers, you can maximize the technologies and insights available in today's world.
Big data insights aren't going anywhere, particularly as we move towards a world where consumer data collection reaches a peak due to IoT devices and mobile data collections. With a deep and authentic understanding of how your customers behave and make decisions, you can formulate a CRM strategy to maximize the potential for personalized buying experiences.
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The Ways CRM Increases Customer Satisfaction
Some of your customers will switch to your competition because of the poor quality of service they get. The estimated cost of this switch stands at a mighty $1.6 trillion. Consumers, nearly 47 percent of them would go to a rival within one day of experiencing poor quality service. Businesses that have good CRM software will overcome these trends by increasing customer satisfaction.
Below are the explanations how CRM reduces defections, increases customer spending and raises referrals.
CRM helps your marketing and sales team understand their client base better and discover the business practices, services, products that improve customer satisfaction. Companies that collect data about existing customers and prospects gain deeper insights into their target markets and discover the behaviors, perceptions and objectives of their consumers. Big data insights improves your organization’s customer service and provides a customized experience for prospects; Customer Relations Management software harvests data in real time so marketers can identify trends and patterns about consumers.
Companies can build brands by using customer profiles that include geographic and demographic characteristics based on meaningful CRM data. CRM provides a more personalized service to clients. For instance, a team member who addresses a customer as "Ms." instead of "Miss," after a company has accrued accurate name data can have a significant impact on a consumer's perception of a brand. Companies that correctly recall a client's name could increase leads. Consumers assume brands are more competent if they know their name and are more likely to open an email if their name is included.
CRM software will increase client satisfaction by tailoring services and products based on the needs of the consumers. Software that collects customer information enables brands to further their marketing efforts and produce material that resonates with prospects. Marketing campaigns that include product recommendations and individualized content will increase sales. Personalized emails generate a 244 percent improvement in click-through rates and a 412 percent boost in revenue. Customers who receive content tailored to their needs, interests and purchasing habits are more likely to feel valued, which could amplify customer spending levels and increase referrals.
Customer Relationship Management provides marketing and sales executives with in-depth data insights that guides a customer through a sales cycle; consumers are presented with marketing content at every point of a sales cycle, from initial contact to the final purchase, based on data from interactions and customer profiles.
CRM software will identify customers who stay loyal to your brand and services. Marketers can customize software so customers receive a notification or discount when they contact a business. Organizations can build client loyalty campaigns based on CRM data that rewards faithful consumers with gifts and incentives. Studies show that loyalty programs are profitable. Studies show returning consumers spend 67 percent more money than first-time customers, and 7 out of 10 service providers say loyalty is a critical factor for driving business growth. Also, 68 percent of millennials claim they wouldn't stay devoted to a brand if it didn't have a loyalty program.
Loyalty programs can make data collection. Sixty-seven percent of American adults are willing to give brands basic personal information in exchange for better services and products. This data can then be imported to CRM software for effective marketing that prevents clients from defecting to a rival.
Customer Relationship Management software increases satisfaction by helping brands foster positive customer relationships. Marketers can tailor email content to improve click-troughs and sales, introduce loyalty programs and use data to provide a more enjoyable, personalized customer experience.
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CRM software offers an impressive way to nurture and generate sales leads through the sales cycle, but by combining Customer Relations Management systems with content marketing, you can make a significant increase to shorten your sales cycle. A report from DemandGen found that businesses that have successfully deployed lead-nurturing programs showed an “average 20 percent increase in sales opportunities from nurtured leads and found dramatic improvements to key conversion stages in the sales process.”
Using sales analytics based on Customer Relations Management system, marketers have the information to accurately create and deliver stage-based content that will help move prospects from one stage of the sales cycle to the next. Here’s how you can power CRM to drive the sales cycle with content marketing.
Content mapping is the process of charting which content should be provided at each stage of the sales process. There will be variances on this buying cycle based on each individual business model, but generally, the sales cycle can be broken down into three phases:
• Awareness: Awareness that they have a need to be satisfied.
• Evaluation: Are your services and products the best fit for my needs?
• Purchase: Take action to purchase
The specific type of information your prospect seeks will continually change as each step of the sales cycle is reached. The key to increasing sales is to provide consistent, stage-based content for your prospects from one phase of the cycle to the next.
Through the each stage of the sales process, Customer Relations Management systems track and store all communications and information in an accessible central data file, providing a complete data history of how the prospects interact with your business. Because of the detailed information Customer Relations Management systems capture, including time stamps, you now have the ability to track how past customers interacted with your content as they moved from prospect to buyer. By examining the pages visited, the white papers downloaded, the emails opened, the offers clicked and the order in which the pages were read, a logical buying behaviour will materialize and give you insights. This give will give you a complete historical snapshot of a buyer’s content consumption, which will probably look something like the below: Awareness, Evaluation, and Purchase.
A prospect is looking for information at the early stages of the sales cycle. The prospect is looking for potential solutions to a problem. A need has been identified, and the prospect is looking for potential solutions to a problem. Education is the primary goal of the content marketing at this stage. This may not be the right time for pricing, but it is the time to show the prospect your insights and knowledge of the specific industry’s needs. Webinars, blog posts, offers for white papers, and articles that show industry surveys are important at this time.
As the leads you have generated interact with your content you have provided during the awareness stage, the prospect’s hunger for more information will change. Finally the prospects will enter the evaluation phase, looking for information that reveals how your solution might work best to solve their problems. This is the ideal time to use content marketing to show how your solution solves the prospect’s problem. Your marketing team can do this by showing the prospects’ proof of how you had solved these problems for other customers. This content could take the form of customer case studies, video testimonials, and even competitive analysis fact sheets.
The leads’ decision to purchase your products and services reflect the power of your content marketing program. Not only have you successfully engaged the prospect with your depth of understanding about their problem, but you have also presented proof that your organization offers the ideal solution. During this final phase, prospects are likely to respond to coupons, free trials, and evaluating pricing sheets.
Customer Relations Management systems help you ensure you have done all you can to educate your clients, moving them on a journey from awareness to completed sale. CRM provides the ability to send personalized content to your leads and clients that matches each phase of the sales process; you have a powerful method to nurture your needs systematically with content marketing. Using Customer Relations Management to fuel your content marketing program allows you to ensure that your content marketing assets are aligned with the appropriate phase of your sales funnel so that you can provide prospects with the information they need and ultimately drive more sales.
CRM and big data are integral part of marketing. By collecting data from server logs, social media, businesses can generate more leads, retain existing clients and improve their customer service processes. Big data enhances the features and functionalities of CRM systems by providing timely accurate information.
Big data is collected from social media platforms, sensor networks, web clickstreams, mobile apps and computer logs, providing insights into the feelings and thoughts of consumers. Companies sometimes have difficulty with the volume of information that big data provides. Once businesses figured out basics, the relationship between CRM solutions and big data should be a valuable.
One advantage of collecting big data is customer segmenting. Big data segments clients according to their interests, and purchasing habits, leading to powerful marketing data. With customer segmenting, companies can identify customer trends and use this information to promote campaigns. Big data makes it easier for marketers to predict the needs of the customers, and boost sales. Data insights provide companies to create a predictive modeling in marketing. Companies predict customer actions based on past behavior -- by finding patterns and sales opportunities.
IT professionals will likely have to grapple with a complex CRM system that incorporates data from a number of sources before big-data technology can provide valuable analysis. But once everything is up and running, big data can make CRM processes more efficient, especially when all information is accessible from one system. Sales teams can target prospects and generate leads in a quicker time frame while customer service staff has more information at their fingertips when engaging with customers. Company representatives will have access to more data -- like previous interactions and demographic information -- when a customer makes contact by phone, enabling representatives to deliver world-class service.
Big-data technology is so useful because it provides companies with accurate performance metrics that can benefit their brands. Marketing campaigns become easier to manage, and companies can make better decisions as a result. Marketers can identify which parts of their campaigns are working -- and which are not -- based on a wider pool of data, allowing them to calculate the return on their investments.
One of the selling points of big-data technology is the ability to integrate social media data with Customer Relations Management systems, giving marketers an insight into how their brand is perceived on Facebook, Twitter and the like. Companies can use this data to ascertain customer sentiment and make changes to their customer service or marketing processes in light of negative feedback. Fusing social media data with a CRM system can be a powerful weapon for any brand that wants to retain customers because companies can collect data from social platforms for more effective marketing.
Big-data technology comes with far-reaching benefits for companies of all sizes. Not only will brands have access to more data than ever before, but they will also be able to communicate with their customers more effectively, monitor marketing campaigns better and generate more leads. The amount of data provided -- whether it's from computer logs, software or mobile apps -- can be overwhelming to begin with. But once IT professionals have fine-tuned CRM processes, organizations can revolutionize the way they market their brands and communicate with customers.
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A sophisticated CRM system can deliver enormous benefits, from increasing customer satisfaction and generating sales leads to boosting profits and slashing operating costs. A CRM system works by gathering information from multiple data sources and storing it in a centralized location. Once these sales leads and consumer data sets are integrated, this information is then analyzed to enable tailored marketing campaigns, superior customer service and improved decision support.
Consider, for example, a sales associate in a luxury goods retail store. The moment a customer walks in the door, the customer service representative can access key information from a Web-based CRM app using a tablet PC. Details might include a customer’s buying history, product preferences, marital status and loyalty program membership. Using these data points, the sales associate can then provide a tailored customer shopping experience, as well as take advantage of any up-sell opportunities.
As a result, Radu recommends that leaders take the time to consider what business problems they want CRM to address, what business processes CRM will impact and how the system will grow with the company’s needs. Only by answering these questions can organizations begin to implement a CRM solution worthy of adoption.
The flipside of poor customization is tailoring a solution to a point where it’s no longer recognizable. Most CRM solutions feature three primary applications: sales force automation, marketing and service/support. For the most part, vendors tend to consolidate these three functions into a single, comprehensive suite, along with a string of other complimentary functions. But that doesn’t mean a company has to take advantage of every aspect of a CRM system, from its call center tools to campaign management features, all at once.
Despite numerous hurdles, there are steps companies can take to drive CRM adoption. This blog post explores the top 4 strategies for gaining CRM acceptance.
These days, data lurks in all kinds of systems, from payroll to sales automation. Getting a CRM solution off the ground requires that these disparate data sets be migrated and then integrated into a single CRM system.
“It’s very important for marketing to work with the same data as the sales force,” says Radu. Consider, for example, a marketer who decides to send a “Come back soon – we miss you” promotional email to every customer that hasn’t made a purchase in the past six months.
However, what if a sales team had already contacted 90% of the company’s lapsed customers within the past two weeks as part of a sales initiative to reactivate old accounts? By failing to properly integrate a marketing automation database with a sales database, a company risks inundating customers with repeat messages, all of which can embarrass employees and
impede CRM adoption.
One way to avoid such an occurrence is to hire a systems integrator. These experienced thirdparty providers can help organizations with key integration, deployment and implementation processes. What’s more, a systems integrator can enable a company to develop a master data strategy that determines which systems contain the most accurate and up-to-date information.
Overworked and overwhelmed, many salespeople view the introduction of a CRM system as one more task in an already hectic day. Says Radu: “Salespeople don’t want to sit and punch their information into a CRM system. They see that as administrative work and not as something very important to their job. Rather, they think as long as they have a relationship with their clients that will turn into business.”
Instead of wasting energy trying to convince sales of the business benefits of CRM, many organizations are tying compensation directly to the use of a CRM system. Greater incentives are offered for early and deep adoption, such as higher commission rates and bonuses, whereas laggards are paid less if they refuse to use the system. It’s a simple approach but one that can have an enormous impact on adoption.
A CRM system needs to be where its users are in order to drive adoption. For this reason, many organizations are testing out mobile CRM applications. In fact, according to research firm IDC, 37 percent of the world’s labor force, or 1.3 billion workers, will identify as mobile workers this year. And Gartner reveals that, 80 percent of businesses will suffer revenue loss by not supporting Web-based customer service on mobile devices.
The good news is a growing number of vendors are making their CRM platforms available on mobile devices, including SAP, Salesforce.com, SugarCRM and Sage. These apps work by allowing employees to access and log critical data, regardless of where they are, using a tablet, smartphone or laptop computer.
Case in point, a salesperson in the middle of a face-to-face negotiation can call up information on new product promotions or access updated pricing details to sweeten the deal. What’s more, these in-the-field sales reps can enter information about a client or prospect remotely. Not only does this save them hours in manual account management but it allows marketers with access to the same CRM system to review up-to-the-minute details to better shape campaigns.
Other features include the ability to view upcoming events, access contact information from a single repository and log activities for fast referral.
However, before purchasing a mobile CRM app, it’s important to determine whether it’s best to go with a mobile version of an existing CRM system, create a custom CRM app or purchase a mobile app that integrates with other CRM systems. Mobile versions of existing CRM systems are excellent for tech-savvy workforces that are comfortable handling robust features.
Sales and marketing are often at odds when it comes to determining what they wish to accomplish with their CRM system. But if there’s one thing they can agree on, it’s the value of big data. By crunching customer data, from demographic information to buying behavior, marketing teams can better customize their communications and promotional offers. For example, a marketer may wish to deliver a digital coupon to shoppers’ smartphones the moment they step foot inside an electronics store. By delivering an incentive-to-buy at the precise moment of making a purchasing decision, a retailer can significantly drive sales.
In addition to generating revenue, analytics can also help cut costs. Consider, for example, a marketing team that perpetually sends out email messages offering deep discounts to every single one of its customers. But what if a small percentage of these customers were loyal shoppers, willing to pay full price for products. By diving deep into data, retailers can discover which customers should receive coupons and which customers would be willing to pay full price for a product regardless of incentive.
Leveraging these bits and bytes of information to increase sales and cut costs can spur widespread adoption of CRM among both sales and marketing teams. Unfortunately, a staggering 50 percent of marketers agree that data is the most underutilized asset in their organization, with less than 10 percent saying they currently use what data they have in a systematic way, according to a Teradata Data-Driven Marketing Survey 2013. What’s worse, about half (48 percent) of all marketers are still just using data on an ad hoc basis, while about a third (33 percent) have embedded it systematically or even strategically into their standard processes. That has to change for organizations to glean great value from their CRM systems.
A CRM solution can deliver better customer service, streamline marketing efforts and serve as a powerful sales tool. Yet a resistance to change can cause employees to balk at CRM’s benefits, thereby curbing widespread adoption. Luckily, there are steps businesses can take to earn CRM the respect it deserves. Integrating data silos, compensating employees for usage, deploying mobile CRM apps and introducing analytics are all ways organizations can make CRM a revenue-generating asset.
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CRM Systems is a full-service professional service provider of end-to-end ERP and CRM solutions for the SMB business market.
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CRM Systems serves all of the United States and Canada with particular emphasis on the south-western USA, Ontario and western Canada.
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