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Only 26 percent of businesses are unsatisfied with their CRM after implementation. Some companies face challenges with integration, customization. Dissatisfaction may come from selecting the wrong solution, vendor or trying to drive value with an outdated legacy tool. Dissatisfaction is driven by end users or incorrect attitudes.
Your Customer Relations Management System is only as effective as the data your employees put in. Inconsistent or incorrect data entry processes can lead to a database that is not valuable for sales, marketing, and training or reporting. The source of the dissatisfaction could be the CRM tool or cause by end users. Here are some practices that will help you to avoid dissatisfaction from CRM tool caused by your users or internal operations.
Designated CRM administrators have a crucial role in a company. In smaller businesses a CRM administrator may have this role in addition to other responsibilities. Responsibilities of the administrator should be managing the platform to set effective user roles, internal training and hold departments accountable for CRM best practices.
A Customer Relations System will reflect the quality and intelligence of data input. Establishing rules for CRM data entry standards is among the most important activities a business can take. Data entry standards should address correct formatting of the following:
Names, URLs, Titles, Industry Segment, email addresses, contact information, addresses.
Many Customer Relations Management Systems have built-in tools – workflows that prevent users from entering incorrectly formatted data such as "HR Director" when rules dictate "Human Resources Director" as the correct title. Set of standards, quality tools should be established.
Companies fail to emphasize the "why" in their software training programs. Your users are intelligent, and simply focusing on the "how" of using the CRM might not provide the adoption rates required for CRM satisfaction. Ensure your sales team and Customer Service Representatives understand what is in it for them, and why you're trying to drive uniform rules in CRM.
CRM has advanced reporting and business analytical tools that have become standard feature of CRM tools. If your sales management teams aren't evaluating sales reports on a daily and weekly basis, you could be suffering from sentiment issues that begin at the top. Your management must be among the most dedicated promoters of your CRM solution, and it must lead the quality initiative through regular review of reporting. While your dedicated admin can play a critical role in evaluating input quality and usage, management must also commit.
The key to realizing value from any technology investment isn't especially glamorous: it's to consistently use the application on a regular basis, to designate leadership as CRM champions and to dedicate rewards for internal power-users of the software. Every leader at your organization must be committed to CRM quality through repetitive, consistent use.
The vast majority of CRM solutions offer efficiency tools, including easy mobile entry, automated lead scoring, social listening and other remarkable capabilities. If your adoption of efficiency is poor, your sales force could be rebelling against the CRM since it's unnecessarily challenging to use.
Companies that commit to standardized use of their CRM on a regular basis can realize remarkable benefits. If you're navigating a culture of dissatisfaction with your existing solution, it's certainly worth evaluating whether your solution or your users are the source of the dissatisfaction.
For more information please contact us.
Customer loyalty and satisfaction is important part of organizations. An Enterprise Resource Planning system will help your organization process customer orders more efficiently. Your business can use an Enterprise Resource Planning system to change your production processes if your clients request new product specifications and change in the products. ERP system can help you eliminate errors, improve production speed and respond to your clients quickly.
Especially if your business is in a manufacturing and providing products to distributors, you may have a big financial investment in your business. Manufacturing business requires buildings, machinery, equipment and staff. Distribution companies invest in warehouses, forklifts and delivery trucks.
To make the best use of your investments in your business and improve your organization’s bottom line, consider an Enterprise Resource Planning system. Here are some ways that an ERP system can increase customer satisfaction:
Customized products, Competitive pricing, and discounts
ERP system allows manage your data in a way that helps your company produce custom products, tailor them to your clients’ needs in efficient ways, and make you understand the business you are in. This is accomplished through better data management.
An Enterprise Resource Planning system can track all of your customer orders their quantity, style and other product specifications. Your system can also include your sales people’s discussions with customers. Those discussions may have information on the products that buy from competitors (style, price, etc.)
This information can be used to improve chances of a sale by offering promotions, customer discounts. For example, you may offer the customer a quantity discount when the total dollar amount of orders in a month reaches a certain level. Your business can use an ERP system linked to your accounting department. Then the accounting department can calculate the proper amount of discount and how the lower price affects profit and increase revenue.
You can use your ERP system to improve the service you provide to your clients and Use your ERP data to customize a product. For instance, if you produce hockey sticks your salespeople note that a client wants to add team logos to each hockey stick. You can calculate your cost to add logos and offer customized hockey sticks to your client.
ERP can keep all the information about your competitors especially the pricing information; you can keep your prices at a competitive level. By keeping data in an easy-to-use format, you can make decisions quickly.
Returning a product can be frustrating to a client. It can also cost your business to lose customer loyalty and have a bad reputation. An ERP can help you minimize this risk in many different ways. First, it can be a great tool to train your staff, as well a place to maintain written procedures.
Documentation in production processes provides guidance to your employees in producing goods correctly. These steps reduce the risk that you produce a flawed product. All this information can be stored and documented in ERP systems.
In any case if your customers need to return goods, your ERP system can speed up the process. Your ERP system can provide information about your production staff that a replacement product needs to be shipped out of inventory. The same system can send notifications to the accounting department so that they can record the additional cost. The same system can inform your logistics group where the item needs to be sent. Speeding up the return process will benefit your customers and increase customer satisfaction.
The distribution portion of your supply chain can be complicated. An ERP system can allow you to scan shipments. This lets you track every box of hockey sticks in inventory. When goods are put on a truck for shipment, you can scan that data into your Enterprise Resource Planning system. If you are shipping goods to multiple locations on the same truck, your ERP system can ensure that each client gets the right shipment.
The same scanned information can be used to generate invoices and to record the finished goods that are sold in the accounting system.
If you operate in a competitive industry, an Enterprise Resource Planning system can help you outperform other businesses in your marketplace. ERP system can help you respond to client needs and increase customer satisfaction. You should consider an Enterprise Resource Planninbg system to increase sales and profits.
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Focus your sales efforts on People who have responded to your communications and have visited your website. You know they are interested in your messaging. And you originally had good reason to believe they would be interested, based on their demographics.
1. Import Leads. With an ERP-integrated CRM system, all customers are imported into CRM. Outlook Contacts are synced into CRM. Business cards are scanned and uploaded and acquired lists are imported. Your company website should be channeling requests for product information and chats into CRM as leads, which are auto-assigned to reps by product line or geography, and the rep receives a notification when they have a new lead. Other leads may be identified by outbound internet queries and search engine optimization (SEO).
2. Identify Target Groups. Profile your customers and prospects by their demographics. You should know their industry and company size, their actual purchase history if they are existing customers, what emails Persons have viewed and clicked, and the web pages they have viewed on your company website. You should maintain detailed analytics on your customers and prospects, which drives your marketing campaigns. The more you know about your customers the more effectively you can market and sell to them.
3. Send Initial Email. For any given marketing campaign, an introductory email is sent to a group, with messaging specific to that group.
4. Follow-up Call. Following the intro email, an introductory call is made by a telemarketer or junior sales representative. Leads are either disqualified and closed, or pre-qualified and escalated to a more senior sales representative. Workflows guide users through their roles in pre-defined processes.
5. Follow-up Email. A second email is sent with more detailed information, along with engagement by the more senior sales representative. Opportunity workflows guide users through the rest of the sales process.
6. Invite to Connect. Social media and blogs should be used to continue to promote your company and your offerings and channel customers and prospects to information.
7. Remarket to Groups. Drip marketing periodically sends out pre-defined messaging catered for specific groups.
8. Email Tracking. This allows CRM sales users to view which emails and have been viewed and clicked on by individual People.
9. Website Tracking. Allows for visibility of the web pages on your company website that have been visited by People. Detailed analytics are captured, which reveal a great deal about People’s interests.
10. Person Profiling. A detailed profile is maintained on People, drawing from the email tracking and website tracking described above. This information is used to assign People to groups, for continued highly targeted sales and marketing campaigns. This greatly increases the probability of success for these campaigns.
The first step of marketing is to understand your customer and design your offerings to fulfill the needs of those customers. Your marketing and sales efforts should focus on prospects who are demographically like your existing customers. And your messaging should specifically target these People, which will greatly increase your response rates and probability of success in the sales process.
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The Pareto principle is named after the 19th century Italian economist who first formulated it. He was interested in the distribution of land in Italy in his time, but it turned out his discovery was much more broadly applicable. Simply stated 20 percent of your customers produce 80 percent of your revenues.
It's important to understand that this isn't an inflexible law of nature and the division isn't always 80-20. Instead the Pareto principal is a heuristic, a rule of thumb. However it turns out to be generally true. A fraction of anything accounts for a substantial majority percentage of the outcome. Or, more generally, a relatively small portion of your input accounts for most of your output.
This is counter-intuitive. We logically expect that all units of effort will return the same amount of results, being equally effective. However in case after case that turns out not to be true.
This also explains why in setting goals it is more important to concentrate on results than effort. A goal based on effort, such as the number of sales calls made or lines of code written, is less meaningful than a goal based on results, such as sales accomplished or milestones achieved.
Applying the Pareto principle to your company’s effort can make you more profitable with less effort. A business that concentrate on more profitable things and giving less attention to the less important practices you can produce more with less effort.
The conclusion from the Pareto principle is that 20 percent of your clients are the key to your business success. Your business will benefit identifying those 20 percent and make an extra effort to keep them satisfied.
A Customer Relations Management System will help you find out those 20%. A profitable customer doesn’t mean the one who buys more. Rather it is the one who brings in the most revenue. Some high-volume clients may not profitable at all because they are difficult to deal with it and take more time effort to service them.
This doesn't mean that you should totally neglect the 80 percent of your clients who don’t bring the most profits. But it is more logical for your business to put most of your efforts into your top 20 percent of your clients.
CRM will help you to focus on the top 20% of your clients with your marketing efforts. Using the CRM analytics tools in your CRM system you can identify your most successful marketing efforts and concentrate your marketing efforts in those areas.
This principle helps you identify the kind of new clients you want to gain and keep. By analyzing your top 20 percent customers and their characteristics you can determine the kind of customers you want to go after and target your efforts accordingly.
You can test your marketing campaigns with Pareto principle. Twenty percent of your marketing efforts can be expected to produce 80 percent of the results. You need to find out which 20 percent of your marketing is the most successful and running comparative campaigns is a way to do that. A more general consequence of the Pareto principle is that you need to focus your efforts in all aspects of your business. Prioritize what is important and concentrate your efforts on that and you will be more productive with less effort.
For more information please contact us.
When purchasing a CRM, start with planning your business needs. Software features are not should be the first priority when determining the purchase.
Good CRM plans starts with your organizational needs, determining business goals, finding weaknesses in the business processes and determine how CRM software can help you to solve your problems.
Unfortunately many companies implementing CRM do make mistake of starting with the features of the CRM package they're installing. This practice one of the main reasons for CRM failures.
It is recommended that your start your Customer Relations Management plan by defining what you need to do and how CRM can help you. Then you can pick and choose among the features of your chosen CRM system to decide which ones can help you the most.
It is also important not to implement all stages of Customer Relations system at once. You can start implementing CRM with small incremental. Implementing a complex CRM will overwhelm your employees. When deciding on the stages of CRM, you should choose the most important features of the software which will benefit your business the most at first. For example, tracking customer communications would be those first. Then, once you have everyone comfortable with those features, you can start to add others.
Your organization is unlikely to need all the features the system provides. Some of them won’t be relevant to your business or will be too much trouble to implement for a small to medium size businesses. If those features you ignore in the beginning prove important later, you can always go back and add them.
Once you have a plan that tells you “what”, you need to decide “how”. How are the features of your CRM package going to help your business? How can you apply them in such a way that they support your business goals?
This kind of process planning is important to the success of your Customer Relations Management implementation and your companies’ goals. Specifically what are you going to change to get the benefits of CRM? In the case of customer contacts, for example, exactly how are you going to use the CRM system's features to track customer contacts?.
Generally the more information you plan to record with customer contacts, the more your CRM system can do for you. However you need to be careful you don't turn your customer facing staff, like your sales team, into secretaries who spend all their time recording information rather than dealing with clients.
Finally, you should execute on your Customer Relations Management plan. Your business plan on CRM should be followed religiously and completely.
Consistency is particularly important and is one of the hardest parts of CRM planning to achieve. Companies have to constantly monitor your execution of the plan and encourage your people to follow it. It is one of the most important parts of the process of CRM plan.
Maintaining your CRM database is an important job as you depend on the information everyday.That nice accurate database at the root of your CRM system will inevitably become corrupt and inaccurate over time. Incorrect entries are made, customers drop off, people change jobs or leave, and companies merge or go out of business. Slowly but surely your database becomes dirty, costing your people time and effort and your company lost opportunities.
However, just like most things, your CRM database needs to be cleaned regularly to remain useful and eliminate errors, duplication and outdated information. Ideally you do this as part of regular day to day operations. But even the most diligent organizations can often find this difficult. Less, ideally, your database can be scanned on a schedule and cleaned up at intervals.
But whether you do it on an ongoing or scheduled basis your lists of names, addresses, contacts, contact history and such need to be reviewed and corrected if your database is to remain at top efficiency. It may also be that, in your jurisdiction there are laws or regulations that define how long you can retain information, and how often it needs to be updated or refreshed.
The most straightforward way to do this is to have your people make corrections on the fly. Whenever they find an incorrect address, an obsolete listing or other error they correct it as they go.
This may sound simple but it isn't likely to be popular. This approach takes away from your salesforce's main job and interrupts their flow of work. It's better to schedule daily updates when your people can concentrate on cleaning up the data.
Daily updates are better than weekly or monthly updates because there is less chance for the incorrect data to be forgotten.
Pay special attention to people's names and company contact information. It's embarrassing to call a customer and ask for someone who left the company weeks ago. It doesn't get the sales call off to a good start. By the same token having a company name or address wrong makes an obvious bad impression as well.
You also need to eliminate duplicate entries, especially if your CRM system attaches the contact history with the client to the entry. If not corrected, this can lead to a system where you have two or more parallel and incompatible contact histories in your CRM database for the same company. This is confusing for everybody and does not make a good impression on the client.
This is a job that can be greatly aided by software. Some CRM packages come with a built-in deduplication feature which scans the database for similar or duplicate entries and flags them for possible combination. There are also third-party software packages available that can do the job. However, you don't want something that will automatically eliminate entries it sees as a duplicates as some of those “duplicates” may not actually be duplicates and the contact histories may need to be saved and/or merged.
The final stage in the process is to review the structure of your database at regular interviews and revise as needed. One common problem is asking the sales person to enter too much information in too many fields. It undoubtedly seemed like a good idea when the database was set up, but has it justified itself in practice? A lot of times it hasn't and it simply means extra work for the sales team.
It's important to make sure that the entries in the database serve the company as efficiency as possible. This means, among other things, storing the information that's needed and not cluttering up the entry with information of limited use.
However it's important to make sure that the information you want to eliminate isn't needed by someone. Be sure to check.
Data cleaning is one of those unglamorous and tedious jobs that needs to be done regularly to keep your CRM system running at top efficiency.
Are you a user of Sage CRM? If so, CRM Systems Group has tools available to clean, archive, purge and maintain your CRM system. Sometimes, automatically. We also have data quality tools that will help complete missing data, standardize data, and fill in gaps.
For more information about CRM and ERP please contact us.
Many companies around the world are trying to improve their productivity and increase sales with modest sales and marketing budgets. The truth is that in most cases, with every marketing dollar spent, return on investment is unknown due to the many different variables involved. Your company may be in a geographical location of where there are many similar businesses operating and you therefore face fierce competition and have to have a large marketing budget. Despite the budget your business also has to try out different marketing strategies until you get the success you are looking for, and that enables you to grow.
For small to medium size businesses, your executives want to know the facts and they would like to forecast revenue and growth based on those details with unknown parameters. Your management team also want to get the most out of your labour force. So how do all these small to medium size companies can stay in business, grow and increase shareholders investments?
The good news is you are not alone. In Canada many business are small to medium sized companies. They all have the same business problems as you would be trying to solve.
In 2012, over 7.7 million employees, or 69.7 percent of the total private labour force, worked for small businesses and 2.2 million employees, or 20.2 percent of the labour force, worked for medium-sized businesses in Canada. In total, SMEs employed about 10 million individuals, or 89.9 percent of employees (Figure 1).
A perfect CRM and ERP software solution integrated with your current technology can solve many of your business problems by automating your business operations, increasing the effectiveness of your sales teams, creating targeted marketing campaigns, providing real time data on your sales prospects and customers information, collecting valuable customer data insights, reducing unnecessary administrative and paper work of your labour force across your entire organization and much more.
Many business are looking into software solutions to solve their business problems. The below projections of spending in technology demonstrate the fact that business rely on technology to continue their operations. Gartner says global IT spending will reach $3.5 trillion in 2017.
Most of the growth is driven by growth in software and IT services revenue, worldwide IT spending is forecast to reach $3.5 trillion in 2017, up 2.9 percent from 2016 estimated spending of $3.4 trillion, according to the latest forecast by Gartner, Inc. Below is the chart created by Gartner research.
Table 1. Worldwide IT Spending Forecast (Billions of U.S. Dollars)
2016 Growth (%)
2017 Growth (%)
Data Center Systems
Source: Gartner (October 2016)
Most of the spending is in software. This proves that organizations find the solutions in their challenges by investing in technology.
With a fully integrated Sage CRM and ERP you can achieve below successes:
Where do you want your business to be in this growing and competitive business environment? Looking at all growth in software technology, wouldn’t you like your company to benefit from Sage CRM and ERP software solutions?
I would like to finish this blog with an example of recent business news about Nokia being taken over by Microsoft. Nokia CEO ended his speech by saying this “We didn’t do anything wrong, but somehow we lost”. The advantage you had yesterday will be replaced by the trends of tomorrow. You don’t have to do anything wrong, as long as your competitions catch the wave and do it right , you can lose out and fail.
We can help you with your business. Please contact us for more information on our services and products at 204.480 9772.
CRM Systems is a full-service professional service provider of end-to-end ERP and CRM solutions for the SMB business market.
We are experts at what we do.
Contact us today for more information.
CRM Systems serves all of the United States and Canada with particular emphasis on the south-western USA, Ontario and western Canada.
Goudy Bookletter 1911