Friday, April 27, 2012
Business grow and succeed based on their relationship with their customers. Satisfied customers will be repeat customers and happy customers will refer new customers, so it's crucial for any thriving business to keep their customers happy.
An important part of managing your customer relationships is having the right customer relationship management (CRM) software. CRM solutions coordinate all your company's sales, marketing and customer service departments so they can easily share information with each other.
Through CRM software, you have the ability to track each customer and have a complete view of all interactions that have taken place. Also, in each individual record the software will track emails, phone calls, face-to-face meetings, faxes and other forms of communication used by your company.
By helping customers know that you recognize them personally, you can maintain strong relationships and devoted customers. Through strengthening your relationship with your clients by using your CRM solution, you will discover new clients through referrals from your satisfied customers.
Friday, April 13, 2012
Your CRM requirements list is an important part of choosing your CRM solution.
Start with gathering a wish list of ideas from your sales, marketing, customer service departments, as well as your managment team. When you outline your needs and goals, translate those into a firm list of key criteria. It is better to have a step by step process than to except all of your CRM criteria to be accomplished at once. To identify your top CRM requirements, gather the insights into the expectations of your customers, your company, and the needs of your sales, marketing and service staff.
What are the primary business drivers?
You can most accurately discover and prioritize your CRM requirements by understanding what problems your are trying to solve, what processes you are trying to improve.
Who are your primary stakeholders?
Involving your core user base in project planning can help you more clearly determine your requirements. Knowing how the members of your sales, marketing and service teams interact with customers as well as the challenges they most often face help you map out the tools they'll need to perform their jobs more effectively.
What changes have clients requested, and which ones will have the most positive impact with them?
Remember that CRM is really all about gaining market share and improving satisfaction among your customer base.
What are the critical succss factors and how do they need to be measured?
The ability to analyze and assess the success or failure of a CRM initiative through the use of reports and dashboards is a must have on the CRM requirement list.
Do you anticipate any changes in the future?
Your CRM requirements should not only address your short-term needs, but your long-term plans as well.
Do you want a hosted or on-premise solution?
Hosted CRM solutions and on-premise CRM solutions are options for many companies. Determine which benefits your business for a CRM solution to grow into.
Thursday, April 05, 2012
Consider the list below to enhance the likelihood of long-term CRM success.
- Executives need to back your CRM strategy. Implementing CRM requires working across organizational boundaries. Mamangement needs to believe in the new CRM software and users need to user it properly for the CRM solution to be a success.
- Build a team. A CRM team with representatives from each department needs to be created and needs and concerns addressed. Everyone on the CRM team will need to own the customer experience. Consider people, process and technology since they will all be affected. The team can help create new procedures and enhance old ones so that the company improves efficiency.
- Define your business objectives. Take time out to from your CRM strategy with your business objectives and customer requirements in mind. Customers are most important to your organization, use CRM software to make them happy.
- Identify who your customer is. The marketing department may be thinking one thing, customer service might say another. Define your customer after talking to all departments and make a consensus.