CRM resources & Case Studies
Free resources for you to download
CRM Questions to ask After scoping and implementing CRM projects for several years, I would like to share the list of questions that I have been using to get an overall understanding of a project and gather CRM requirements. These discovery questions can help you understand not only the size or type of project but also some of the risks and issues.
Successful CRM solutions are those with clearly defined strategies, business objectives and processes. They are created with a clear understanding of the people who must use them. They evolve over time as the organisation's objectives and customer demands change Download our ebook with the 10 ground rules that will contribute to your success of CRM
Key Findings SFA (Sales force automation) is still considered the backbone of CRM Specific CRM’s are now offering solutions for vertical markets Many SME do over-estimate their core needs and overpay for the functionality to actually need Download the full report with the Key Takeaways and our recommendations when it comes to starting the CRM selection process
CRM Selection Guide At EngageSelect, I always explain my clients it is best to follow a structured CRM selection process of one form or another. The seven steps outlined in this document are the ones that have been followed by larger organizations that have had the most success with their CRM initiatives. Pending the background and size of each business, we use these as a guideline to tailor the steps to the unique situation of each client.
Frequently Asked Questions about CRM
CRM is an integration of all the processes that deal with customers, which include – sales, marketing, customer service and support as well as collecting customer data, analysing it and implementing the findings to the business process.
- Marketing: CRM has become an essential part of marketing. Marketing has evolved over the years from focusing on direct sales to customer relationship marketing and automation. The focus has now shifted to creating loyal customers by offering not just a product, but an experience.
- Sales Force Automation: The job of the sales department is to create strategies to maintain and build customer relationships in order to generate revenue. In order to fulfil this part of their duties, the sales department needs to be automated, collect data regarding the customers, their demographics, personal details, professional details, preferences and spending patterns etc. to create a profile that can be used to enhance customer relationship.
- Customer Service and Support: One of the most important factors for customer satisfaction is customer service and support. The after sales service and support offered by a business determines the continuing customer relationship. If the service and support system is not adequate, the customer relation will suffer.
- Insights and Analytics: The entire CRM process is dependent on information technology and data analysis. All the customer data is collected and analysed using the software. This gives businesses insights into their customers, their preferences and buying patterns, providing it with guidelines to improve overall customer experience.
Lead generation and customer data are essential for CRM to work. However, without understanding and analysing the customer or market requirements, a business cannot hope to optimise customer experience and, therefore, generate new business.
Some even go that far to call it a philosophy, requiring the right tools to execute on a strategy to connect and stay connected with your customers.
CRM is the tool through which a business can build up a mutually beneficial relationship with its strategically significant customers.
The main purpose of any business is to sell its product or service to a customer in order to generate income or revenue. The aims of CRM are derived from this need to have customers who are strategically significant. For this reason, CRM is an essential part of marketing.
CRM aims to understand the customer, retain them by providing a satisfying customer experience. It also aims at attracting new customers, convert inquiries into business opportunities, increase profitability and reduce the cost of managing customers.
Asking the question, “what’s the best CRM software?” is similar to asking the question “What is the best way to get from point A to B?”
The answer depends on many different factors, such as the size of your organisation, your business model, your systems and IT landscape, your budget and more. With a continuous increasing and changing number of CRM systems to choose from, making a decision is not that easy anymore.
If you are aiming to get to point B in the most effective way, contact us to discuss your situation and needs.
A Customer Relationship Management system is a category of integrated, data-driven solutions that improve how you interact and do business with customers. CRM systems and applications are designed to manage and maintain customer relationships, track engagement and sales, and deliver actionable data- all in one place. Have a question? Let chat>
Having full visibility of the customer history, sales and communication details will help your customer service people to respond faster and in a more effective way.
All businesses need organized systems and tools in place and times have changed. CRM do not have to be expensive anymore to implement and run.
To keep up with the competition and customers having more and more power, you will have to respond quicker and in more personalised way.
It can help to segment your customer data in such a way it can track customer behavior and transform this data into valuable information who are your most profitable customers, how to respond to them and make strategic business decision for growth and marketing strategies.
It can help to gain better insights into your customers and generate better qualified leads and convert these into long term strategic customers.
It will help to be able to grow your business by having more systemised processes and tools in place to manage your daily tasks when interacting with your customers
Your Social Media Strategy
Your social media strategy might be, “we are going to ignore social media as it does not apply to our business model.”
However, social media can no longer be overlooked. It is the new way for many people, including most of your customers, to communicate.
As it pertains to CRM, your social media strategy might be as simple as providing a link button that allows your salespeople to easily search LinkedIn based on a Contact’s first and last name.
It may be as complex as implementing a brand monitoring and social engagement system to respond to customer comments and complaints from Twitter, Facebook and other social networks.