What are the benefits of CRM?

What are the benefits of CRM?

 

As well as enhancing your customer engagement, CRM implemented properly will expand and facilitate the productivity of your business and increase your market share.

Using information, data, which is in one central place at the heart of your organisation enables targeted marketing, and showcasing products and services that you promote.  It will encourage and enhance what your customers buy, when and how they buy, and will open communication.

Using the information that CRM holds is an analytical way increases productivity and profit.   Specific benefits include:

1. Greater understanding of your clients and their buying behaviour
2. Ability to anticipate their future needs
3. Specific targeted marketing
4. Increase of customers satisfaction
5. Enhanced reputation through referrals and partners
6. Ability to see best and worst performing areas
7. Make the most of your staff, customers, your services and products

 

CRM will benefit both your external customers and your employees.

 

More Advantages and benefits of CRM coming later this week…

 

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Why have CRM?

Why have CRM?

Finding customers costs money.  Every person you speak to, marketing, sales- getting them to do the point of purchase… in today’s fast paced and competitive environment, having a high level of customer communication is essential.

If you ignore a client or a potential client, customers will find another company to do business with.

Using CRM effectively will aid you to retain customers, and improve customer satisfaction.

CRM retains information about your customers- use the information to make informed decisions

 

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Finally next week : What are the Benefits of CRM?

Microsoft CRM – Not for Profit and Charity

Microsoft CRM – A necessity for Not for Profits and Charities to get ahead

 

Competition is as fierce in the Not for Profit sector as it is in profit making organisations.  Taking a more strategic approach, faster service and payment methods and better donor engagement is key.

Microsoft CRM is at the very heart of these benefits of better communications and client and donor engagement as well as speedy resolution of questions and requests.  CRM must be implemented and used effectively, otherwise it will not generate the outcomes that it was meant to achieve.

Every charity will have a mailing list that they will send communications to.  CRM systems provide a platform to market, manage and engage with your contacts; clients, donors, suppliers, and so on…  Every communication or conversation is tracked in CRM, which enables your teams to quickly and professionally answer queries or provide the answer to the needs of that caller.  This then provides information for targeted marketing efforts – speaking to the right people about what will interest them and ensuring they choose to stay subscribed to your newsletters. 

The concept of CRM is fairly simple; by streamlining processes and automating some back office functions, it becomes harder to differentiate and offer a better service and retain clients, donors, sponsors… 

Introducing a good CRM solution and process should not impact the personal touches that your charity provides.  CRM’s aim is to help to understand your contacts and people as individuals.  When there are so many contacts in your database it’s hard to know what they like, what triggered them to donate, how do they like to be contacted and important times for them – birth dates, what they like to do and so on.

Using CRM will ensure that clients are called once about any one campaign, that you know when they last volunteered or donated, and to track emails to see what generated a response.  Managing relationships through CRM will allow communication to flow both ways and ensure that the contacts voice is heard. 

By building up member profiles charities can assess the true value that it is providing and receiving from the various audiences.  The key is to ensure that every interact includes relevant, targeted messages.

Delivering a CRM strategy is an evolving activity and as one piece of the strategy is completed, another begins enhancing the first and growing the capability of the system.  CRM is a big consideration and needs time to plan and work with good, experienced suppliers at delivering a solution that is right for your charity. 

CRM only works when the whole organisation is committed to it so it needs to be considered as a new way of doing things, and ensuring that the users are on board to the idea. 

Using CRM, charities can offer a true view about the relationships you are managing through it.  Integrating a CRM strategy involves a lot more than installing front office applications.  Information is what drives any organisation, and CRM will only be successful if it forms part of a larger network, with all the information and people on board necessary for it to succeed.   

CRM cannot be ignored.  Microsoft CRM can be the key to meeting and exceeding your charities goals and targets. 

To find out more about Microsoft CRM and how it will work for you and your not for profit organisation, call Caltech CRM on 01924 507 280  www.caltech.co.uk

Email George@caltech.co.uk

To see our case study library of charities using Microsoft CRM visit our website @ www.caltech.co.uk or email George@caltech.co.uk

How does CRM work?

How does CRM work?

CRM is a system that holds all the information about your clients in one place.

CRM will do as little or as much as you want it to do. Many departments in your organisation will be feeding information into CRM, and taking information into CRM to use it; to target market, for better customer service, to understand your clients more and engage them better.

To achieve the best results from CRM the information held about your business and clients will allow you to anticipate your customers’ needs, promote more sales and increase your customer experience.

Using information in CRM will increase your success!

 

Later this week : Why Have CRM?

 

www.caltech.co.uk

Microsoft CRM Leeds

Caltech CRM are pleased to be a leading Microsoft CRM reseller in Leeds, West Yorkshire. With Silver CRM specific accreditation we specialise in ensuring Leeds’ organisations get the most of working with Microsoft CRM.

We are one of the UK’s leading implementers of CRM solutions and work with Microsoft CRM Online, Hosted Microsoft CRM and Microsoft CRM on premise.

We work with our clients to ensure they have a system that the business will use, love and get the most from. A poorly implemented CRM solution will not work for you at all.

We are happy to be exhibiting at The Business Growth Show in Leeds on 17th August at the Rose Bowl, and we are also exhibiting at Leeds based Techmesh at their Expo later this year.

If you are a Leeds, or Yorkshire based organisation, wanting to find out more about Microsoft CRM please give our friendly team a call on 01924 507 280 or email us on george@caltech.co.uk.

We are a growing business – our clients across the UK have great solutions built on the Microsoft CRM platform managing their sales, leads, marketing and forecasts and much much more.

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Caltech CRM are based in Batley south of Leeds and hold competency with Microsoft for Microsoft CRM accreditation.

What is CRM? What is XRM?

What is CRM / XRM?

CRM= Customer Relationship Management

XRM= Anything Relationship Management

What are they and what do they mean?!

First consider how your business would run if you didn’t have clients, students, supporters…, regardless if your organization is business to business or business to customer. Without anyone buying your product or service, signing up with your organisation, or communicating with you, there wouldn’t be a business. And, in a nut shell, that’s what CRM or XRM is.

It’s a software solution which enabled you to improve these relationships, to nurture and grow your business.

CRM solutions put the customer at the heart of your organisation. CRM is an XRM enabler; XRM will put whatever it is that drives your organisation to the centre of it- building those key relationships and nurturing them every step of the way.

Next week :  How Does CRM Work? 

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01924 507 280

Microsoft Dynamics CRM 2011

CRM and Data – Keeping your CRM plans on track

According to Gartner Group, over US$75 billion has been spent on CRM over the last decade.  Enabling a CRM strategy needs a lot of time, focus and effort as well as some investment. 

 When organisations set out to implement a CRM solution, there are expectations around the outcome in terms of benefits, return on investment and analysis of data.

The benefits of CRM are so wide that it would seem clear that any organisation would benefit from a CRM solution to fully understand their customers, have a 360 degree view of them and be able to add value to them – engaging them and growing your business.

 Unfortunately after spending the time and money many organisations don’t see that return on investment, or the systems do not meet expectations. 

Gartner’s research shows that over 50% of CRM projects are considered failures.  Many of those failures can be down to a poor quality of data which contributes to CRM failure. 

 To achieve the best results from CRM and the required 360 degree view of the customer,  data needs to be regarded from the outset.  If data is missing or incorrect then marketing in a targeted way will be hindered. 

Before you embark on your CRM implementation ensure you have looked at your data.  If you are already using CRM, these 5 steps will still ensure that your data is delivering.  There are 5 key elements to help you achieve your goals with CRM and a 360 degree view of your customer:

5 to Thrive

1. Take a snap shot of your data and check it – ensure names, emails are present, telephone numbers are correct, voids are completed and profiling details are captured – such as the market you want to target, the job role you will want to target.  Whatever your marketing plans ensure that your data has the capability to deliver.
2. Pull together a team to go through the data to ensure that everyone knows what the issues are from the data check.  Review the issues and get the business involved in cleaning the data and getting more from it.
3. Look at why the data is not correct – and try to stop it happening going forward.  Often poor data capture is due to business processes and the human element of populating records.   Work with the business – explain what’s in it for them if they keep the data.
4. Make improvements before the data is inserted into the CRM system. 
5. Reflect and check – ensure that the data is being managed well going forward, continue to take a snap shot of the data.  Run queries, check emails and compliance. 

 Managing data is no easy feat, but working with experts such as Caltech CRM will really help you to achieve your goals, saving valuable time and money.

For a meeting, call us on 01924 507 280 or email George@caltech.co.uk.

www.caltech.co.uk

Microsoft Dynamics CRM – A Compelling Business Case

Many of our clients are pulling together business cases to get their organisation on board with Microsoft Dynamics CRM.  Calculating ROI of CRM can be challenging due to the face there is no baseline data prior to bringing CRM in – reporting information drawing a line in the sand, there are many independent variables and some of the benefits can be difficult to quantify and put a price tag on!

Research calculates that successful CRM implementations are giving a quick increase of 8% in revenues and an average growth of 16% over a 2 year period.

There are many benefits of CRM and these are usually listed within any business case that is presented to the key stakeholder and board members.  The benefits include more responsive technical support, immediate access to information, reduction of costs of using, and buying products and services and expediated quoting.  Using CRM ensures that there is higher customer experience and improved response times.  Understanding the clients is key and Microsoft CRM facilitates this need.

Before you start to see where savings can be made its important to see where you are now. 

One reason why ROI calculations of CRM is difficult is the lack of data prior to commencing a project – quantifying how successful you are now and where you are and how to move forward. 

Remember that your business has to accept CRM – and political issues and cultural issues will be important. 

A great business case for Microsoft CRM should include a clear definition of CRM – what it means to you and your organisation, what teams will use it and how it will interact. 

Calculating benefits and proejct costs will be included in a CRM plan, and its important to understand risks of the project. 

To find out more about our CRM implementation questionnaire or more information about driving a compelling business case for Microsoft CRM please call us or email george@caltech.co.uk 

Thanks

www.caltech.co.uk

01924 507 280