Often, CRM is discussed in the context of direct marketing, e-commerce, and B2B sales. In these situations, salespeople are generally at a desk or working from a mobile device with CRM data readily accessible. It’s natural to wonder how CRM can work for a retailer, when salespeople are working a sales floor and point of sale (POS) register. (more…)
To be of any use to your business, CRM data must have two key qualities: accuracy and accessibility. Without both of these qualities, whatever data you’ve collected (or think you’ve collected) won’t be as useful as you would like it to be. If you’re unable to access the data, you can’t use it. If you can’t trust the data, you shouldn’t use it.
Making sure your CRM data is accurate and accessible requires some planning on your part. (more…)
Customer self service (CSS) can be an important companion to a CRM system. CSS allows customers to perform many standard tasks, such as setting up accounts and paying bills, without the help of a CSR. This offers added convenience to customers, as they don’t have to wait for a CSR to help them, while also reducing customer service costs for the business. (more…)
Marketing automation software has rapidly become the “other half” of many businesses’ core enterprise customer relationship management solutions, complimenting and integrating with CRM.
Unlike the market for enterprise CRM, in which there is a wide range of opinion about the perceived value of various enterprise solutions, the market for enterprise marketing automation software has a group of close competitors that each offer high quality products and all of which are well regarded within the enterprise community. (more…)
We spend a lot of time talking about CRM in relation to salespeople. As the front lines of customer interaction, it makes sense to focus on how CRM benefits the members of your sales team. However, the benefits of CRM extend far beyond the walls of the sales department. Looking at CRM as an enterprise-wide solution can help people understand its larger role.
When we first covered CRM apps for Android users back in 2011, the Android OS was starting a meteoric rise toward the top of the mobile OS market. Given the explosive growth in popularity of the Android OS, it wasn’t surprising that some CRM vendors seemed caught off guard.
Ok, so you’ve managed a successful CRM implementation, things are running smoothly, and you’re collecting a lot of new data. Thanks to a comprehensive CRM user training program, your employees understand that using CRM is to their advantage, it isn’t optional, and that any data not entered into the system “doesn’t really exist”.
So, all you have to do is sit back, and wait for the system to do its thing, right? (more…)
It should come as no surprise that large enterprise CRM vendors such as Microsoft and Salesforce like big clients. They’re perfectly happy selling their products to SMBs, but there’s no denying that they like to land bigger fish when they can.
When it comes to big fish, it’s hard to get any bigger than the government. (more…)