iTSHOWCASE enews have recently published an article written by Phil Callaghan – managing director, Caltech IT Ltd, which states 8 reasons to use xRM / CRM and how organisations can maximise their investment in this sector.

The 8 reasons include :

• Visible customer information
• Service maximization
• Track your sales performance
• Business Information
• Quote quickly and expedite the sales cycle
• Supplier Management
• Integrate
• Ensuring your investment works

To find out more why not join us at iTSHOWCASE LIVE in Leeds!

Click here to register for your free place…

The event will be commencing at 12.40 hours and will close at 17.15.  Microsoft will be joining Caltech as well as other key note speakers to demonstrate how to grow your business or not for profit organisation through Microsoft CRM.

To register or to find out more please click here, places are limited.

Doing More for Less – The Key to Growth

9th March 2010 – The Crowne Plaza Leeds City Centre

Microsoft

12.40     Registration desk open

13.10     Introduction Phil Callaghan

13.20     Leeds Ahead – Unlocking the City’s Potential

                Not for Profit Customer case – John Waterhouse, Operations Director, Leeds Ahead

                John will discuss Leeds Ahead and its successes in Leeds. He will also set out a

                mini case of the way that Leeds Ahead streamlined using CRM

13.35     How to Get More for Your Charity / Not for Profit Organisation

                Why xRM for NFP – Phil Callaghan and Microsoft

                The session will discuss the uses of xRM for Not for Profit organisations and how it

                can be used to manage donors, sponsors, fundraising opportunities, events and

                much, much more.

14.10     Q&A Panel, Microsoft, Phil Callaghan, John Waterhouse

14.30     Tea and Coffee and an opportunity to have a look at demonstrations and other

                activity on the mezzanine level.

15.00     Effective CRM Strategy – Management Information Driving an Organisation

                Lisa Jones, Barclay Jones

                Lisa will discuss IT strategies, including a mini case of how the use of CRM made an

                organisation highly profitable, outwitting its competitors and winning awards.

15.30     Demonstration, facts and figures, updates of xRM / CRM

                Microsoft

16.15     Affinity Healthcare, Provider of complex mental health services

                Michelle Winn, NHS Liaison Manager

                Customer Case Study : Michelle will set out a mini case study of how Affinity Healthcare

                gained efficiencies using CRM.

16.35     Abolishing the myths of Hosted CRM

                7Global

16.50     The Secret to Successful CRM Implementation

                Phil Callaghan

                Phil will give top tips to ensure that your CRM implementation is a success – avoiding

                the common pitfalls.

17.10     Q&A Panel, Phil Callaghan, Microsoft, Lisa Jones

17.15     Close

The event is entitled “Doing More for Less – the Key to Growth” and is a must see for those wishing to grow their business, or drill more from their business. 

There are key note speakers including Morton Kyle and FrontRange Solutions.

Greg Anderson and Suzy Buffong from FrontRange solutions will be discussing the RoadMap for GoldMine and also giving some news and previews of GoldMine Version 9.

The event commences at 09.30 hours and will close at 12.50.  To register or to find out more click here or contact George@caltech.co.uk

Doing More for Less – The Key to Growth

9th March 2010 – The Crowne Plaza Leeds City Centre

GoldMine

09.30     Registration desk open

10.00     Welcome Phil Callaghan

10.20     The Power to Influence. Strategies that will affect the bottom line.

                Carol Griffiths Morton Kyle

                Carol will share powerful selling strategies and techniques.

10.50     Demonstrations of GoldMine, updates and news from FrontRange Solutions

                FrontRange and Caltech

                GoldMine Premium Edition 9.0 news and updates. FrontRange will also showcase

                GoldMine Customer Service.  Caltech to demonstrate 8.5

11.40     Tea and coffee and an opportunity to have a look at demonstrations and other

                activity on the mezzanine level.

12.00     NEW UPDATE * From Paper and Pen … To CRM

                Suzy Buffong

                Suzy will showcase Forms e-vu which is an end to end solution to collect data on paper and

                transmit it electronically directly into GoldMine

12.15     Maximise your business efforts through CRM

                Phil Callaghan

                Phil will discuss how to keep customers, and help maximise your success using

                GoldMine.

12.40     Q&A Panel FrontRange, Phil Callaghan, Carol Griffiths

12.50     Close

For many years CRM has been managing xRM effectively, across many teams and many industries.

xRM basically talks more around how CRM has gone far beyond the traditional 1980’s type system that literally focused on managing customers.  Today, CRM is much more a strategic tool that manages projects, products, clients, students and much more… 

xRM is the development of CRM that has evolved over time allowing anything relationship management.

To find out more about xRM join us at the Caltech Forum 2010 or email George@caltech.co.uk

Organisations that get leads to that next qualifying stage use GoldMine to:

Define the customer and the lead – whats the profile for a customer?  What is a good lead?

Establish a clear process for handling and distributing your leads

Get a centralized database to enable you to arrange leads by type, readiness to purchase etc.

Build a relationship by valuing them and engaging in a dialogue

Collaborative team working using a central system internally

Lead nurture through clever marketing and groups on GoldMine

Close the loop refers to knowing what is working and what is not and focus on the best activities

Market to existing customers

Ensure that reporting can be generated easily

Track and ensure that you are refining all the time.

To find out more about how GoldMine can do more for your sales team contact George@caltech.co.uk or call Jonathan 01924507280

Those that fail to take customer service seriously really do suffer – with poor customer retention – which in turn affects the bottom line.

So if you are not locked in with your customers – who is…?

Companies that maximise the customer experience are those that follow these pointers:

They make support a top priority

They personalize their service

They integrate all systems and have a holistic approach

They are accessible…

They are fast and intelligent and know what they are talking about

Repetitive processes are automated and onerous tasks eliminated

Reporting is taken seriously and analysis giving a big picture is involved

This is where GoldMine can help. 

GoldMine is pivotal and at the heart of many customer service strategies and with 1.75m users worldwide…

To find out more about GoldMine CRM and what it can do for you contact George@caltech.co.uk or call Jonathan 01924507280

1. GoldMine CRM will manage cases for you  from initial contact through to sale and account management
2. Route cases successfully using GoldMine
3. GoldMine can aid resolution of support calls with a quick search and automated tracking
4. GoldMine will manage your contracts and support (expedite or automate) how you want your contracts managed
5. GoldMine can work in holding essential information and collateral – its all at hand
6. Schedule appointments and manage staff easily
7. Using GoldMine will aid your staff to turn data into knowledge that they can use

BUT don’t take our word for it…

To find out more about GoldMine contact george@caltech.co.uk or call Jonathan 01924507280

Alternatively come along to our GoldMine CRM Forum on 9th March in Yorkshire and meet FrontRange.

CRM accelerators are add on solutions that enable more functionality from Microsoft CRM.  Some add ons give a more focused view of a certain topic such as the social media accelerators which focused on twitter and the full view of clients, suppliers or whomever you are using CRM to work with, or the event manager which will help your marketing team automate much of the delegate pain in organising events and the administration that goes into that task.

Each accelerators is free of charge and will accelerate certain pain points to meet your specific needs.

to find out more about Microsoft CRM or the accelerators, contact George@caltech.co.uk or call Jonathan 01924507280

If you would like a free demo or would like to see the accelerators in action, please join us at our free Forum 9th March 2010.

Basically the choice of hosted or on premise is based on if your organisation wants to rent their CRM infrastructure or if they would like to purchase CRM.  There are pros and cons for each option but often budgets are a factor when making this choice.

Hosted CRM

The biggest benefit by far of hosted CRM is it is quick to have it up and running.  The client isn’t reliant on an in house IT team to use Hosted CRM and there is no investment in hardware, software or upgrades for either…  Licensing fees are paid per user per month and are generally less costly than an on premise solution.  The biggest drawback of Hosted CRM is that you are renting the server space; the data is your organisations data but the infrastructure that CRM is working through / on is not owned by your organisation.  For organisations requiring customisations, on premise may be the only option.

On Premise CRM

On Premise CRM systems work best for enhance customizations and integrations.  On Premise CRM solutions allows organisations to have full control over its data.  On premise solutions have up front investment costs rather than paid monthly bills. 

So the choice is yours…  It will ultimately come down to what do you want to use CRM for and what will work best for your organisation.  Think about the level of customization you may require, do you have the hardware required in place or will you need to purchase new services etc… 

To find out more contact George@caltech.co.uk or call Jonathan 01924507280

Alternatively join us at the Caltech Forum 2010 in Leeds City Centre.  7Global will be speaking about Hosted solutions and there will be an opportunity to meet both FrontRange Solutions and Microsoft.

Many clients Caltech has spoken to may have had a poor experience with CRM implementation, here Phil Callaghan gives his top tips of avoiding those pitfalls and getting more from GoldMine.

The first point to mention when installing GoldMine is to keep it small and simple – don’t try to boil the ocean as these projects will fail.

Think about how things are done as this is the biggest mindset leap – not GoldMine CRM itself.  Ensure that stakeholders, senior managers and end users are engaged to why you would want to bring on GoldMine CRM and how effective it can make the processes.  Think about how GoldMine can work for you in each team, department and transaction.

Your organisational processes are pivotal to the success of GoldMine CRM so ensure that you have firm ideas about how you work or want to work and how GoldMine CRM can assist you.

End user engagement to CRM is a major change and a major factor to the success of your GoldMine CRM implementation and use going forward.  Constant communication to the user community is essential and will really help you reap the benefits of GoldMine CRM.

Caltech CRM has a process to ensure that every implementation works and is maximised so that it works!!!  During Caltech’s initial phase one of our Project Managers and Caltech’s CRM specialist, meets with the clients implementation team to plan the implementation and ensure that there is clear communication and understanding of the GoldMine CRM Project and goals.  This initial stage of implementation is vital to the success of the project.

For more information about GoldMine please contact George@caltech.co.uk or call Jonathan 01924507280.

Meet FrontRange at the Caltech Forum 9th March 2010.