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CRM has been known as the software that increases productivity in sales teams. By implementing a Customer Relation Management system businesses will experience an increase in their sales by over 20 percent.
However, some businesses face adoption resistance due to sales professionals who insist the CRM is out of date. If your CRM is stuck in the last century or confined to desktop-only access--you can achieve further benefits with the right add-ons and features.
Nucleus Research has found that social and mobile capabilities further increase CRM-driven productivity a staggering 26 percent. For brands that are hoping to increase sales productivity and satisfaction, some of the latest Customer Relation Management features can yield a revolutionary advantage. Join us as we review some of the latest CRM features and their potential impact on your organization.
Integrating your email with CRM can yield an outstanding amount of new efficiency by allowing unprecedented oversight into prospect behavior. Your sales team can understand the leads in different ways. Your marketing department will find out the customers who are engaging in your emails and focus the attention on prospects who are actively researching your products. Email marketing experts have found out that companies who are looking for email integration with their CRM can achieve the following benefits:
ROI tracking for marketing and sales efforts
Improved data insights to achieve customer satisfaction and retention
Automated data-sharing between marketing and sales
More sophisticated contact segmentation for sales and marketing
Automation in marketing, sales, administrative tasks
By selecting a CRM with a robust, easy-to-use note-taking capability or integrating a popular notes platform with your CRM, you can achieve improved information-tracking throughout the enterprise. With mobile integration, you can ensure your sales teams' thoughts from home or on the road are automatically synced across your platform. Depending on the platform you select, you can benefit significantly from voice capture, voice-to-text capture, Web screen shots or other information-gathering tools that ensure a sales representative is never too busy to enhance a prospect's profile.
Collaborative CRM is an inherently customer-facing concept. It's the idea of integrating internal systems to ensure sales and customer service representatives have access to all the information necessary to provide total customer support at any time. However, as the Straight Marketing team highlights, it's also a powerful strategy for increasing profitability and revenue.
By linking your, invoicing, billing, marketing and advertising systems with your Customer Relations Management systems, your employees will gain total oversight into your customer's journey and status as clients. This can significantly enhance data quality within your CRM, allowing your employees the best potential for data-driven decision making. Perhaps best of all, integration with modern CRM systems is typically simpler than attempting to integrate the legacy systems of the past.
Modern communication features and add-ons for CRM solutions significantly enhance this technology's mission, which is to operate as a definitive database for capturing customer communications. It's now simple, or even automated, to set your CRM to automatically capture emails, text messages, instant messages and verifies auto-populated data in your customer database.
Businesses that implement CRM are often hoping to achieve significant gains in customer oversight and data quality. By making it easy and automated to capture customer communications across platforms, you can ensure your client insights are always complete, up-to-date and primed for effective internal and external communications.
Mobile and cloud-based CRM solutions available to modern organizations, no sales team should ever have to suffer a solution that is out-of-date. With an upgrade to a modern technology and the right add-on features, you can realize your goals of improved oversight, better data quality and the right information to serve your customers.
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An ERP (enterprise resource planning ) system provides your business abilities for handling accounts receivable and payable, invoicing, and general ledgers for the accounting department. With extended deployment time and a 21 percent failure rate, it's important to go beyond the basic finance features so your accounting department has buy-in for a new solution. Your accounting department might be satisfied with the standard feature set, but they would love these five ERP features.
Business intelligence (BI) tools, such as predictive analytics, give your accounting department a way to use the data available in an ERP solution. Instead of manually checking large data sets and sampling small portions of this data, BI tools look for insights and patterns throughout the available information. Your accounting department can use these tools to predict future cash flow and identify accounting problems in audits.
Your organization can use cash flow predictions to plan sales and marketing campaigns, inventory purchasing, and other business building efforts. The financial visibility gained through accounting BI features also benefits the C-suite, as they can use this information for strategic decision-making.
Sage Business Intelligence for Sage 300 ERP is a compelling BI solution that provides powerful features for a reasonable investment to SMB businesses.
ERP applications are billed as all-in-one solutions, but your accounting department may need specialized tools for some duties. Third-party applications provide best-in-breed options for feature sets, but lack access to the centralized ERP data. Third-party integration allows your accounting department to bring in or develop specialty tools while retaining access to this data. Your staff will no longer need to spend hours duplicating data and sending files back and forth between the two systems.
Sage 300 ERP and Sage CRM are designed from the ground up to be integrated into, and to integrate out to 3rd party solutions. Combined with the robust 3rd party development community - which includes CRM Systems - you are never far from a fully integrated solution to your business problems.
Many accounting tasks, such as bookkeeping and general accounting, can be automated to increase productivity. Process automation cuts down on mundane accounting duties, freeing up the accounting department's time for tasks requiring a human touch. Process automation also helps accounting with large data sets, particularly for error-checking.
You can also use accounting process automation to support accounting specialization within your organization, instead of needing many general accountants. Instead, you can expand your department based on skill gaps while the process automation tools decrease the time spent on mundane accounting duties.
Sage 300 ERP and Sage CRM offer a multitude of process automation features, including Visual Process Flows, Alerts, comprehensive Workflows, escalations, and more.
Many companies want to spread out in other regions, but their ERP software can't handle multiple currencies. When the ERP software can't handle multi-currency businesses, it's easy for accounting errors to enter the system through changing conversion rates. A multi-currency feature in the ERP supports a wide range of currencies, provides real-time conversion rate updates, and converts figures between multiple currencies.
Sage 300 ERP and Sage CRM are both fully multicurrency enabled. Also, fully multi-lingual!
Bank reconciliation is an essential business accounting task, but it's also time consuming without centralized data or real-time updates. The ERP software provides updates as changes are made in the system, so your staff won't need to manually check all business bank accounts against the general ledger. The bank reconciliation feature shows the major accounting benefits of a centralized database across your organization, as invoices and payments entered by other departments update quickly in this system.
Your accounting department has a critical role in your organization, so it's important to provide the tools they need to succeed. These ERP features fall outside of the typical accounting options available, but they're well worth seeking out if you want to improve accountant buy-in and productivity.
Sage 300 ERP includes automated/electronic bank reconciliation features. Download from your bank - and the work is done for you. It is that easy!
Questions? We can answer them. Contact us.
Providing great customer service is a challenge for many businesses today.
Companies like Amazon and Zappos have raised in the bar in terms of what customers expect, and there are an increasing number of tools and technologies that businesses people can use to improve their support.
So, we asked 14 customer service and customer experience experts this question:
What's the biggest customer service challenges today's companies are facing and how can they overcome it?
Here's what they said:
Too many companies focus myopically on the infrastructure and technology to support voice of the customer (VOC), customer experience (CX), and enterprise feedback management (EFM) and neglect their greatest customer experience asset and feedback source: competent, customer-focused, and engaged employees who are both capable and inspired to consistently provide superior customer service.
A majority of companies employ capable workers who possess adequate job knowledge and demonstrate sufficient job skill. These employees know WHAT to do and HOW to do it.
Where most companies fail (and where the consistency of customer service quality routinely breaks down) is they stop there, assuming that employees are now equipped to consistently provide exceptional customer service.
How can they overcome this challenge?
What these companies overlook is the need to define and share the organisation’s purpose, which informs employees about their highest priority at work.
Employees need to know WHY they are doing WHAT they are doing HOW they are doing it.
Instead of just being given something to work ON (duties and tasks), employees must be given something to work TOWARD (purpose).
The result is a workforce that is not only capable of providing superior customer service, but inspired to do so consistently.
For most companies, the biggest customer service challenge today is meeting diverse customer expectations in public on diverse channels – email, live chat, telephone, face-to-face, and social media.
If you think far back in history, interactions with customers were local, one-to-one, and face-to-face, advances in travel brought diverse customers to businesses and companies then had to meet more diverse expectations. Telephone introduced the challenge of understanding people without seeing them.
Email brought the challenge of understanding emotions and communicating well with no tone of voice. Now with social media, companies face all those challenges with the extra pressure of doing it in front of the world.
To meet this challenge:
The degree of change that all service operations are facing is unprecedented.
It is clear that choice, availability, responsiveness and personalisation are all pretty much engrained in customer expectations.
Yet few service organisations have delivered the corresponding responses in terms of omni-channel, 24x7, real time and tailored customer journeys.
Budget allocation, business cases and ability to change at speed are still holding back the mainstream. A few are finding the real start point is about changing mind-sets and behaviours in the first instance.
As has been said before in many other contexts, 'you have to be digital to do digital'. This costs nothing apart from the willingness to leave behind familiar ways and learn new habits. The real challenge right now is us.
The customer’s expectations are changing. They are smarter and demand a level of service that is no longer compared to your competitor, but to any good customer service provider.
In other words, you may be in manufacturing, but you are being compared to the great experience your customer had with the restaurant they ate at last week, or the hotel they stayed at on their last business trip.
So, the first challenge is to meet the every changing and demanding expectations of the customer.
Another big challenge is technology:
Are you keeping up?
Do you connect through channels other than the traditional phone support?
Customers are enjoying “self-service” solutions that go beyond a website with a list of FAQs (Frequently Asked Questions).
Customers want information fast, which is why they like instant chat, videos, and other solutions that help them get the answers they need without the hassle of calling a company and being put on hold while waiting for a CSR rep.
The challenge is knowing what’s right for your customer and your industry.
1. Many companies are still struggling to achieve a single view of the customer. Customers are walking into stores, placing orders online, calling companies when they have a difficult problem, self-serving and interacting with firms via the web and social media.
In their minds they are having ‘one’ conversation albeit across multiple channels with one organisation.
The challenge for firms is to integrate all of these conversations into one system, integrate that with order and account history as well as equipping staff with the right tools, training and authority to be able to deal with every and any customer problem or question that comes their way.
Companies know this, customers expect this but yet many firms are still struggling to pull this off.
One of the main reasons is that many firms are attempting wholesale and complete transformation and encounter too many problems along the way with legacy systems, culture, management style, staff skills etc etc.
However, perhaps firms should try to go slower in order to go faster and further in their efforts and start with a ‘pilot’ approach in one or two areas of their business where they can trial, test and learn from a new approach, adjust and then scale one they have it right.
2. Re-evaluating the role and value of customer facing staff. If we assume the above challenge is right then there is an additional challenge that comes out of that and that is how we recruit, organise, train and reward our customer facing staff.
In many organisations, retaining an organisational structure that is very silo based, is very focused on risk minimisation and limits the autonomy and responsibility of staff acts as a real hindrance to delivering then sort of service and experience that organisations want to deliver.
BT and Avaya in a recent report: SuperAgent 2020: The Evolution of the Contact Centre stated that:
“The primary function of the Contact Centre will be largely complex problem solving because products and services are becoming more complicated and more customers are using web, social and mobile self-service to do the simple, transactional stuff."
This type of 2020 scenario doesn’t seem to be the domain of employees that are paid, on average, 30 percent below the average UK salary.
Isn’t it time that we re-evaluated the role of customer facing staff, for us to give these roles the appropriate level of respect and value that they deserve and then recruit the right people, equip them with the right skills and tools and reward them well?
Many companies want to be customer-centric, but few actually plan or provide for that. They are challenged by viewing customer service as a purely reactive exercise.
Organisations focus on putting out fires instead of never creating them in the first place.
The best companies see proactive customer service as an important function in their organisation.
Having a customer experience mission is a key part of this. Ordinary mission statements saying things like "to be the best" aren't directing everybody in the organisation with how to delivery exceptional service to customers.
The well-known service leaders have missions that see serving customers as part of their core mission. Zappos and Southwest Airlines missions, for example, don't dwell on products or shareholders at all.
They both focus on providing service to customers.
If an organisation doesn't share this sort of focus, customer service will always remain an afterthought.
Service reps will be left to clean up very big messes again and again. And organisations will never stand out as being customer-centric.
I think a big challenge for customer service is making sure it’s an integrated part of the end-to-end customer experience. Customers don’t like to repeat themselves.
When an interaction starts on the web or an IVR and then transfers to a live agent, don’t require the customer to start from scratch.
Unfortunately, my research finds that about 80% of companies suffer from this “touchpoint amnesia” – forgetting customer information during a multi-touch experience.
The right technology can help, either by using one platform or through integration. However, it’s not just a tech issue.
Most large organisations also find customer-centricity hampered by a lack of cooperation across organisation silos.
Each department or function does its own job but sometimes treats one customer differently in marketing, sales, purchasing, and service.
Senior leadership, sometimes with the aid of a chief customer or experience officer, can help foster better collaboration and an improved total customer experience.
Customer service is about human interaction and solving problems. Often times under very stressful situations.
CSRs are usually under pressure to quickly solve the case which can make empathic interaction a challenge. But, empathy is number one. To be able to understand the emotional issues impacting the customers experience.
An additional challenge to ensuring that you have high-quality interactions with customers is in the area of empowerment.
If you want your people to act like it’s their business, make it their business. Empowering your CSR staff will lead to them never losing a customer over a stupid rule.
The biggest challenge lies with conquering the mindset of trying to drive customer service costs down, particularly using technology.
If the desire is to "win" the customer service wars in a niche (and to profit from the victory), the winners will be those who hire enough PEOPLE, amd train those people properly, recouping those costs through improved sales, lower customer acquisition costs, and better retention.
People CRAVE human contact. The winners will be those who build relationships, even if the process has short term financial hits.
Let's look at this question from the end and work back toward the beginning.
Assume that a problem has been overcome. That creates requirement for success #4: the ability to implement a desired change.
Going backwards one more step lands on #3: having a clear picture of the change you want.
Stepping back one more time gets to #2: finding the sweet spot between what customers truly want and what the business can deliver authentically well.
Finally, we arrive at #1. Its requirement for success are being able to listen to customers accurately and having the corporate will to do so.
In my humble opinion, the biggest challenge is #1 – getting the organisation to truly listen to what customers want and act on it.
Many brands I've worked with (successfully) have a predisposition to use ROI (return on investment) which is biased toward doing things the way that's best for the company – not necessarily best for the customer.
As a result, many cool ideas don't make it pass the first consideration cut because they don't meet a back-of-the-napkin ROI threshold.
That's too bad because I've seen data that shows many customers (especially those of commodity brands) truly want the businesses that serve them to do so differently.
There's lots of opportunity. The first challenge to overcome is to provide inside innovators with the latitude to listen to their customers' needs –then to do something about it!
The techniques to overcome this first challenge are proven and pretty straightforward.
11. John Ragsdale: vice-president of technology and social research for the Technology Services Industry Association (TSIA)
TSIA surveys members about top business challenges, and we categorise all of our member inquiries to track which business challenges are generating the most questions.
While there are some interesting strategic and technical issues on the list of “what’s keeping people up at night,” including knowledge management and the retiring workforce, shifting service operations from supporting on premise to cloud technology, optimising renewals, and improving adoption of self-service, the number one challenge by far remains a more tactical problem: understanding key performance indicators (KPIs) for support services.
One of the key values of TSIA membership is benchmarking.
We track hundreds of operational and financial metrics from our members, show them how they compare to their industry peers, and provide guidance on how to improve problem areas.
Understanding which metrics to track, how to calculate them, what ‘best practice’ ranges are for the metrics, and how to move them, continues to be the #1 issue technology support operations are dealing with.
There are a number of underlying problems here.
Though metrics such as response time, resolution time, first contact resolution rate, operating margins and retention rates are common to all support operations, there aren’t any recognised standard definitions.
Most support managers were promoted because they were good support technicians, and as I experienced early in my career, there isn’t always much training provided to new managers on the science of support and the metrics involved.
Add to that the challenge that most technology companies have rapidly grown through acquisition and mergers, and information required for metric calculations may be spread across a dozen or more systems.
In my conversations with support executives about service technology, CRM remains a hot topic.
Not only picking the right solution, but also how to increase adoption by employees, how to standardise processes and data capture across global enterprises, and how to optimise reporting to automate metrics programs.
Having a good metrics program in place is critical to calculating ROI for any new technology purchase, and unfortunately, many companies don’t have a strong enough understanding of “before” metrics to accurately calculate the business impact of new processes or tools.
Here are some high-level guidelines to better understanding of support metrics and improving a metrics program:
Services and products have become commoditised. Competition is stiff and companies like Amazon are consistently reinventing ways to provide better and faster service.
When consumers evaluate your company’s service delivery, they are thinking how quickly and easily it was to do business with the Amazons or Zappos of the world even if those businesses are not direct competitors.
The companies that can deliver personalised service will be able to create and build relationships to positively impact bottom line revenues and profitability.
Organisations can meet these new challenges by employing technology used to enhance, not diminish that relationship.
Make sure any features added make it easier for the customer to do business and help provide a more customised experience.
Training and coaching for representatives must include teaching them to be welcoming, listening to underlying emotions, as well as what the customer is saying, and leaving the customer with the feeling that the company cares about them as an individual.
The right technology, coupled with the human-to-human touch, is a winning strategy.
There is an ever-greater emphasis on improving the customer experience as competition intensifies, margins shrink, and buyers more actively compare suppliers.
In this digital and social age we now live in, based on their last interaction, your customers are probably sharing how your company treated them—positively, negatively, or indifferently.
Instead of just meeting, talking about, and guessing what the customer experience is, make it a point to experience being your customer, so you can better understand your customer experience.
You may be delighted or disappointed with the results, but either way, you’ll be a much more effective champion for the voice of the customer within your organisation.
I think the biggest customer experience challenge organisations face today is getting executive buy-in.
Without company leadership committed to changing the culture and changing the company's focus to make both the customer and the employee experience priorities, there's no moving forward.
Companies might have localised or departmentalised efforts, but those will be silo'd efforts that translate to silo'd experiences for the customer. Without executive commitment, you'll never get resources - human, capital, or other - to execute on your customer experience strategy.
The most effective way to get executive buy-in is to build the business case. Identify your objectives and then align the outcomes and benefits tied to each. Clearly, the stronger the business case, the better.
Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc.
Benefits might include cost savings and other efficiencies. Communicate objectives, outcomes, and benefits to gain buy-in.
To support the business case, show some quick wins, which can be achieved through service or account recovery examples or by listening to customers at a specific touchpoint, making improvements, and showing ROI.
To help build your case, focus on what's important to the customer as well as to the business; use a critical touch-point or moment of truth as your stepping stone.
Providing great customer service means never letting a customer down, and according to these experts it's more important than ever. Great service is what today's customers expect, and it's the key to building lasting relationships that will help grow your business.
If you'd like to learn more about how an integrated CRM/ERP solution can help you, check out 5 must-read reasons why CRM enables better customer service.
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By: Bryan Collins, Originally Posted June 30, 2015.
Reposted from original source here.
There are Customer
Relations Management features that sales management loves, and there are
features that your sales management team appreciate.
Sales management team benefits most from lead tracking and
effort activity monitoring; keeping the focus on the pulse of the sales
pipeline is the key. Sales employees have a slightly different perspective.
The important part of Customer Relations Management features
for sales people is that how CRM can make them faster, better and smarter so I
can get more clients with less work.
Your organizations sales representatives may end up spending
too much time googling prospects, organizations and entering data in Customer
Relations Management System. Some sales people may spend sixty percent of their
time doing non-sales activities.
While there are many important CRM characteristics, here are
five that are particularly important for the actual agent closing a sale.
Among the Customer Relations Management features that help
sales reps get more sales with less effort is automation.
Automating all of the daily routine marketing activities
allows the Customer Relations Management system to work for you, freeing up
time to focus on more strategic activities. It enhances the processes, saves
time, effort and money and lets you focus on the most valuable asset of your
organization—your customers. A Customer Relations Management system without
robust automation cannot be called a sales-friendly CRM.
Automation is a key component to managing customer contacts and
the prospects information and conversations required by modern sales professionals.
The salespeople need sales intelligence automation to enrich leads with people
and company insights. Your sales team knows how and who to reach out to. Then
they need some type of templated email tracking system to help them automate
the process of reaching out and tracking responses.
Intelligent automation will help sales employees bring context
requires good analytics integrated into Customer Relations Management software.
Consumer behaviour has changed significantly due to
professional networks, social media and easy access to product and company information.
The only way sales professionals can meet these new trends is to have a system
that can gather information about the buyer and provide intelligent insights in
what needs to be done to sell to them.
A Customer Relations Management system will help sales teams
sell effectively is one that knows how to collect customer data and provide
insights for your business without much in the way of manual intervention.
In order to make the sales process easier is guiding agents
in the right direction and reducing wasted effort. A good sales-oriented Customer
Relations Management system will guide sales professionals through an
organization’s sales process and recommend the right and qualified prospects to
pursue and the recommended next steps.
The process will guide a user through the necessary steps to
achieve desired result, freeing a sales representative time for more gainful activities.
Helping sales team refresh on the details of a prospective
sale is one of the critical functions of Customer Relations Management software.
Data and communications need to be pulled together in one view to avoid sales
people having to search different sections of the CRM system to find different
pieces of information. The system should be easy for sales people to use.
Pipeline management should be easily accessible. A good Customer
Relations will remind your sales people where they are in the process of a
sale, their progress toward giving proposals and keep the documentation in CRM
software. Ideally this pipeline management will be visual.
They should be able to see at a glance where each
opportunity is in the pipeline, what the value of their pipeline is, and what actions
need to be taken to move opportunities forward.
CRM is not just useful for sales management but also your
organization needs CRM in marketing and customer service department.
For many companies sales is both at the core of business and
at the center of their Customer Relations Management system. A CRM system will
help sales agents make more sales.
A CRM system provides a valuable tool that companies can connect better with their customers. Pricewaterhouse Coopers published a study that found 71 percent of telecommunication companies agreed on the importance of integrating customer data across the entire organizations. While you know that quality customer experience is a trending key for success, 80 percent of customers think companies need to majorly increase the customer service experience. An old Customer Relations Management business strategy can be outdated and cost you new customers and customer loyalty. It could even decrease the overall quality of your customers' experiences. To solve this problem, software companies offering modern Customer Relations Management solutions such as Sage Software to incorporate innovative CRM features into their applications.
Clients’ touch points no longer take place through a single channel, such as in-person or via phone calls. Many older Customer Relations Management tools use a limited view of touch points that restrict data sharing between different channels. Omni-channel integration lets your employees see customer information and communication across all channels. For instance, you can track a customer who reaches out to your customer service through your social-media channel before heading over to your live chat and finally calling in. Each customer contact agent interacting with this customer sees all the communications from the previous customer contacts to better assist them.
Your business has a valuable source of data through social channels. Once your company collects some information on your prospects and clients, such as their name and email addresses, your marketing department can match their profiles up with their social media communications. This integration allows marketing departments to listen for mentions of your company, which is particularly useful in reaching out and fixing client problems before they have to contact your customer service directly.
Companies store massive amount of data, but collection of the data is not valuable for your business if your employees can not access it in an understandable form throughout the entire organization. An upgraded Customer Relations Management can provide predictive-analytic features, which helps sales staff determine when a client wants to buy and which products they prefer the most. Analytics also help customer service predict potential service issues before the person calling gets all the way through the phone system.
Mobile devices are useful in many businesses for multiple purposes and improve employees’ productivity. Cloud-based Customer Relations Management services make it easy for your sales team to access the customer information through mobile devices, but they aren't always fully functional on mobile devices. Mobile-optimized Customer Relations Management System provides employees with the most relevant CRM features for a mobile environment, like important client information, one-touch dialing and real-time data updates on a customer’s file.
Mobile Customer Relations Management tools are especially useful for your sales team when they travel to client sites. Your employees don't need to take the time to set up a laptop to figure out the information about their prospects and their company information. They can quickly check the information with a smart phone get back to what they're doing.
In summary modern Customer Relations Management system help companies become more agile by making use of available data collected by your organization, empowering sales and customer-support departments, improving the overall customer experience.
For more information please contact us.
Only a few decades ago customer relationship management consisted of databases and digital rolodexes. In today’s world organizations of every size and from different industries rely on Customer Relations Management solutions to support their customer contact centers. Providers of CRM software are continuously adding new tools and features, which are helping contact centers deliver more personalized customer engagement.
Yet, it’s not always easy to determine what to specifically look for when sourcing a new CRM solution. Some offer more than others when it comes to supporting contact center operations. Although every contact center is unique, the following qualities should be considered essentials when evaluating options.
With your clients using more communication channels than ever, collection of data needs to be easily accessible from every device, and location As well, lines of communication between the contact center and back office operations need to be smooth and continuous. This seamless communication is done with CRM integration through your organization. Before considering other features of any Customer Relations Management solution, it’s important to carefully evaluate whether it can be integrated into processes and legacy systems.
This is another must have function. CRM software is only beneficial if it is commonly used in your business. Adoption of the new solution by employees depends greatly on whether it is easy to learn and used day-to-day by your customer service agents, your marketing team, sales team, and others. It is a common mistake trying to get advanced functionality features when they are not needed immediately in your business. The best Customer Relations Management solution is the one that is intuitive to use, simple and easy to integrate. When deciding on the type of CRM consider the one that has an easy-to-use dashboard that your customer service agents and others within the organization will feel comfortable using it quickly.
A Customer Relations Management solution should do more than just gathering data. With CRM analytics your management team will able to analyze and translate it into a form that can serve as a basis for making business decisions. The best solutions will enable you to measure results across your company’s channels, target specific groups, and evaluate the results for future strategic planning.
A Customer Relations Management tool should help create beneficial outbound marketing campaigns, as well as support inbound customer support service. It’s best to have a solution that offers campaign management from build-out, testing, deployment, and measurement. In customer service contact centers, profitability can be greatly improved by leveraging Customer Relations Management software to identify and conduct cross-selling and upselling opportunities in a way that is personalized and intelligent. When executing a marketing campaign, you can benefit running promotions of new products; a good CRM solution can be worth its weight in gold when it comes to executing a campaign that delivers measurable results.
A good CRM solution should provide easy management and segmentation of many different lists. With these lists, you can set up targeted campaigns and analyze specific trends affecting specific types of customers.
Different contact centers will use their CRM solution in a different way. For this reason, the CRM software you purchase should have customization capabilities. Any solution you choose should support your existing daily operations of your company. Customization should also be straightforward and easy to apply. Before choosing a solution, look at examples of how other companies have been able to customize it, and discuss the solution with your development or IT team to determine how easy it will be to customize to meet your specific needs.
Customer Contact centers are perpetually growing or scaling back to meet current and future demands. Along with having scalability with communication channels and staff, your CRM solution must be able to adapt to your organizational needs.
One of the most valuable benefits of a Customer Relations Management solution is automating client communications. Whether these are newsletters, reminders, promos, or informative content, proactive customer communication is necessary for delivering a personalized customer experience.
Leading CRM solutions will offer a variety of integrated tools for conducting customer surveys. Typically, these are delivered from third-party software that is integrated in the form of an API. With continuous improvement as a goal of every contact center and service being an increasingly important marketplace differentiator, conducting regular surveys isn’t just a good idea. It’s a must!
There are countless CRM solutions out there, and most are capable of addressing some of your contact center’s needs. The key is weeding through these to find the one that is best suited for meeting all of your requirements. Don’t get tempted by the latest and greatest Customer Relations Management solution based solely on reviews that you read. It may even be wildly tempting to consider how you’ll use all of the bells and whistles offered by that leading-edge option that is getting a ton of press. However, your buying decision should always be based on the core features that you need now and as your contact center evolves. No, this may not be exciting advice, but it will enable you to have a solution that will deliver tremendous ROI and support your contact center for many years to come.
For more information please contact us.
Customer Relations Management software technology is continuously changing and evolving, but every CRM system should support the key functions of your business, including marketing and sales. While the software may play different roles across several departments, customer relationship management is essential to successful marketing strategies.
Using the six features of CRM you will ensure you get the biggest benefits for your investment, optimizing CRM technology to grow your business.
Most Customer Relations Management systems include options for integrated email use, offering email capabilities through one of several selected providers. To get the most out of your CRM software, however, you'll want to choose a system that allows for email marketing integration with third-party services. When you use this software that is compatible with popular email marketing services, like IContact ,MailChimp, or Constant Contact, you'll benefit from both the strengths of these third-party services and the centralized information management contained within the CRM.
Marketing campaigns increase revenue and profits, so why not use your CRM software to increase the effectiveness of these campaigns? Many Customer Relations Management systems include powerful campaign management tools, with the capabilities ranging from campaign testing to cross-promotion and up-selling. With campaign management your marketing executive team can follow each marketing campaign from the first stages of a concept to the conclusion of the campaign. This feature will allow you to build, test and deploy your marketing campaigns, offering you tools to measure the results.
The data gathered by CRM software offers valuable insight into consumer behaviors, but only if that data can be easily accessed and understood. Use a customized analytics feature or customized modeling to translate this raw data into statistics that can inform business decisions. These meaningful analytics will enable marketing staff to react to purchasing habits and trends, giving them the insight they need to grow the business.
As the technology a change, Customer Relations Management software is growing more specialized. New systems have been designed to cater to many different types of industries. On top of industry-specific platforms, the customization tools within the software offer professionals more ways to improve their workflow and grow their business. When choosing a CRM, make sure you get the level of flexibility and customization you need to make the software work for you.
CRM software that allows your organization to create donor lists or client lists will offer more solutions than a system that puts all contacts into one large database. Tags also bring more functions to CRM system, allowing you to find data or contact information based on certain criteria. Use both lists and tags to organize data. That way, the information you need to conduct targeted marketing campaigns will be organized right within the CRM software.
Creating leads is an exciting aspect of any organization, because it means there's potential for growth. CRM software offers you the ability to take lead generation a step further. After a lead is generated, important information like customer preferences, contact information and consumer behaviors can be stored in the CRM system, just waiting for a follow-up call. By tracking what leads are generated, as well as any follow-up interactions and orders or purchases, you can ensure every lead is pursued to the fullest extent -- amounting to more customers for your business.
There are so many functions to consider in CRM system, especially when it comes to sales and marketing. For some businesses, ease of installation and integration, cross-department functionality will be the primary concern. For other organizations, capabilities like mobile access and social media integration may be top-of-mind. The CRM technology you choose will also depend on your industry, and the size of your company or organization.
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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.
Goudy Bookletter 1911