What is CRM?

Posted by Commence on January 30, 2012 under CEO Corner | Be the First to Comment

The term CRM means different things to different people. In fact, if you ask ten people what is CRM  you will probably get ten different answers.  CRM stands for Customer Relationship Management, but its roots date back more than almost two decades to what was then called Customer Interaction Software  or CIS.  Other than a name change, CRM and its purpose in the business community remains the same.  CRM is a business software solution that is used to automate the front office business processes that impact sales execution and customer service.  Its purpose is to manage the interaction between your sales and support personal and your customers.

Companies that engage in the evaluation and selection of CRM software are traditionally looking to achieve three business objectives:

1)       Data Consolidation – information is streaming into your business every day from the telephone, fax, e-mail and the web. What happens to this information is the problem. The objective of CRM software is to ensure that all of this information is consolidated into a single unified database where it is immediately accessible to those employees that need to it efficiently do their jobs.

2)      Improve Sales Execution – this starts with implementing a structured process for lead qualification and the efficient management of the sales cycle from introduction to closure.  Proper lead qualification ensures that your most valuable asset, i.e. your sales team, is focused on the most qualified business opportunities.   Proper management of the sales cycle using CRM software has helped management keep their eye on the most promising opportunities and has  been shown to improve close ratios and generate higher returns.

3)      Provide World-Class Customer Service – In today’s world where customer loyalty is only skin deep the difference between winning and retaining customers may have more to do with the quality of service you provide than it does your product.  CRM can ensure that all members of the organization have access to customer records and can respond quickly and professionally to customer inquiries.

The challenging economy coupled with a highly competitive market place has encouraged businesses of all sizes to seek a way to get a leg up on their competition.  CRM software has proven to be an effective tool for helping companies market, sell and provide service to their customers.

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Sales Management Benefit the Most from CRM Software

Posted by Commence on January 27, 2012 under CEO Corner | Be the First to Comment

Experienced well trained sales managers understand the importance and value of CRM software and how chaotic their world would be without it.  Anyone who has managed a mid-size to large sales organization knows it is no easy task.  Sales people often come from all walks of life, from college grads to mature people who may have completely changed their careers.  One of the biggest challenges in managing sales people is implementing a structure that ensures everyone is working under the same guidelines.   Unlike your internal accountants that must follow state and federal guidelines, there are no written rules for sales people.  This is where a good CRM system can be a sales manager’s best friend.

You should look at your sales organization just like a crew of new military recruits that just arrived in boot camp.  They’re all eager to be successful, but don’t quite know how and are looking for the right path to follow.  The implementation of a structure with well-established rules and procedures is what makes the military successful. Once the recruits are comfortable with it they begin to operate like a well-oiled machine.  Your sales organization should be operating the same way. Sales people want and need a structured approach to selling and a good CRM system can provide it.

What CRM software can deliver is the ability to document a structured approach to selling where each stage of the sales cycle is managed and evaluated before moving forward.   This ensures that each and every sales opportunity is being looked at through multiple eyes and not falling through the cracks.  The results speak for themselves.  Higher close ratios, higher revenue attainment, happy sales people and happy management.   It’s important to note that simply running out and implementing a CRM system is not going to deliver more sales.  CRM software is a tool and it does not run your business, people do and sales management is the key to good performance.  CRM software will at least give them the tools they need to become a more effective sales organization.

[Image "Social Business Boot Camp 2010" by Gangway Advertising on Flickr under Creative Commons license]

Online CRM Made Easy

Posted by Commence on January 25, 2012 under CEO Corner | Be the First to Comment

Every company looking for an online CRM system wants one with the most functionality, but it’s also got to be easy to use; kind of an oxymoron I think.  There is clearly a correlation between robust functionality and ease of use.  Standalone or what’s known as point solutions that do one or two things very well are by nature very easy to use.  Those that do a lot like robust CRM systems aren’t.

One CRM solution provider however has done a pretty good job of offering a comprehensive CRM system that is quite easy to use.  That company is Commence Corporation, who has been providing CRM software to small and mid-size businesses for more than two decades.   “We understand the importance of ease of use,” says Larry Caretsky, President of Commence Corporation.  “We may not have every bell and whistle of enterprise solutions, but our customers utilize our solutions and have realized substantial value from our CRM system”.

What makes Commence easy to use begins with the company’s CRM Dashboard, which enables the end user to complete routine tasks such as adding a new account, a new contact, a lead or a new sales opportunity without leaving the home page.   Sales representatives have reported that they can conduct 90 percent of their daily business without ever leaving the screen.  This makes the learning curve for Commence CRM minimal.

Commence has also incorporated what they call a multi-view inside the CRM system.  A multi-view displays multiple windows of information on a single screen. Very much like a Microsoft Windows environment does on a PC, Commence does this using HTML for their online CRM system.  This capability provides access to a complete 360 degree view of information on a single screen.  There is no scrolling up and down and no flipping back and forth from screen to screen.  This capability has delighted the management of companies that have selected Commence CRM.

There are numerous online CRM solutions to choose, but few that offer the comprehensive functionality and ease of use of Commence CRM.  To learn more about this online CRM solution visit the company’s web site at www.commence.com.

Sales: Question and Answer #7

Posted by Commence on January 24, 2012 under Sales Training | Be the First to Comment

This is a Question and Answer article for sales people from guest poster Dave Kahle, author and leading sales educator. Follow Dave’s latest Tweets at @davekahle.

By Dave Kahle

Q. Dave, I am finding it difficult to manage my personal finances.  As a commissioned sales person, my income varies from month to month.  It seems like I’m always struggling with finances.  Do you have suggestions for me?

A. Congratulations for having the courage to ask that question.  Do I have suggestions?  Yep, a bunch of them.

First, a little perspective, so you know where I’m coming from.  For almost my entire adult life, I have been a commissioned sales person whose income varied from month to month.  Even now, my income varies monthly.  So, I can certainly understand your situation on the income side.  On the expense side, there have been times when I had obligations that, at times, seemed overwhelming.  My wife was a full time homemaker, we raised a family of five children, and for many of those years I also had child support payments.  Those were heavy financial responsibilities.

In all of this, I have learned some things about managing personal finances.  Here are some of the lessons I have learned along the way.

Avoid debt

First, as much as possible, avoid debt.  Debt adds tremendously to your stress.  You know that you must make those payments or you are going to have lots of unpleasant consequences.  That may be constantly on your mind, contributing to sleepless nights and rising blood pressure.

Debt reduces your options.  If you have monthly payments, for example, they must be paid even if you have a bad month or two.  Without those payments, you can generally find a way to ride out low income months by temporarily reducing your standard of living.  You can eat in every day, for example, instead of buying pizza or going out.  Without monthly payments, you can even survive a few months of no income at all.

Interest you pay eventually reduces your standard of living, because your interest payments are expenses that bring you no value.  So, be careful about putting anything on that charge card.  And if you do, try to pay it off each month.  Deciding to make just minimum payments is one of the most expensive decisions you’ll ever make.

Also, be careful about any long term commitments.  Instead of a three year lease on a new car, think about buying used and paying it off in two.  Instead of a two year lease on that apartment, try 12 months.

You may not ever be able to be totally debt free.  However, you can make decisions which, over time, will significantly reduce your amount of debt, easing the pressure on you and allowing you more options.

Develop a monthly budget

Second, develop a monthly budget for reasonable living.  In good months, don’t spend the excess, put anything you make above that amount into a savings account.  In bad months or years, tap into that savings account to meet your budget.  At the end of the year, use some of the excess that you’ve build up to make those big purchases that you were tempted to put on a charge card during the year.

For example, say that you set up a budget of $4,000 a month.  In January, you take home $4,400.  Of that, $400 goes into the savings account, and you live on $4,000.  In February, you take home $4,500.  You repeat the discipline, putting $500 away.  In March, you take home $3,500.  You take $500 out of the savings for your day-to-day expenses.  When you’ve built up a comfortable surplus, buy those big things that you’d like to have.

This is one of the best things that I ever did.  Even to this day, my wife and I operate on a budget.  Here’s an example.  We have a certain amount of money dedicated each month to “entertainment.”  We use this for meals out, concerts, etc.  When the money’s gone, we’re done. If we want to go out to eat, but don’t have any money in the entertainment budget, we don’t go.  It’s called deferred gratification, and it’s the secret of surviving financially in a turbulent environment.

A number of years ago, I was involved with a group that had an excellent budgeting system, and taught it in small groups that met in homes.  If you are interested, check out Crown Ministries.

Increase your giving

Finally, one last thought.  This will sound counter-intuitive, but I have followed this rule for all of my adult life, and have found it to be extremely powerful.  That rule is this:  In times of economic uncertainty, increase your giving.

There is something about giving that helps you put your situation into perspective.  It focuses you on people around you who need help in ways that you don’t.  It gives your family a broader perspective, injects new purpose into your life, and encourages everyone to be less self-centered.

Realize that I’m coming at this from a Christian perspective.  There is a promise in the Bible that says we cannot out-give God.  When we give of our time and talents, God will respond by returning to us much more than what we have given.  I have found that promise to be as bankable as my paycheck.

You may not share my perspective.  Regardless, just from a purely pragmatic point of view, there are still some very practical reasons to increase your giving.  When you get involved in some volunteer organization, you mix with a different group of people than that with which you are accustomed.  New people, new situations, new issues are all invigorating for sales people.  Also, you’ll find, through your investigation of places to which to donate time and money, lots of people who need help a whole lot more than you do.  That helps you put your situation into perspective.  And that helps you stay positive, optimistic and effective.

Think of giving in two ways:  giving of your money, and donating your time and talent.

If you have some organization, cause or church to which you regularly donate, consider increasing your donation.  If you don’t, now is the time to find some place to donate some of your money.

Find something in which you can donate your time. If you are not involved in some volunteer work, find someplace to give of your time and talents.  For a number of years my wife and I were foster parents, caring for a total of 19 children of various ages, races, and emotional and physical disabilities.  It kept us humble, broadened our lives, and taught us a lot.  I’d recommend you find something like that – something into which you can invest your time and talent.

It really is the difficult times in your life, and your reaction to them, that shape your character and make you a better person.

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About the Author:

Dave Kahle is one of the world’s leadng sales educators. He’s written nine books, presented in 47 states and eight countries, and has helped enrich tens of thousands of sales people and transform hundreds of sales organizations.  Sign up for his free weekly Ezine, and visit his blog.  For a limited time, receive $547 of free bonuses with the purchase of his latest book, How to Sell Anything to Anyone Anytime.

Copyright MMX by Dave Kahle

All Rights Reserved.

Which CRM System Should You Choose?

Posted by Commence on under CEO Corner | Be the First to Comment

Companies engaged in the selection of a CRM system should not automatically select the most popular one or the least expensive solution, but instead take the time to document their business requirements.

You may have heard the old story that no one goes to a hardware store to buy a drill, they buy a drill because they need a hole.  The same can be said about CRM systems.  If your requirement is to simply manage contacts, then select a contact management system and don’t worry about all the other bells and whistles you may be excited about.  On the other hand if you are trying to build your brand, generate more leads or manage the sales process you may need a more robust CRM system.

CRM systems are also available in-house or on premise, hosted by a third party vendor or as cloud based CRM systems that are deployed over the internet.  You need to once again consider your business requirements when selecting how you would like your CRM system deployed. If you staff is all on-premise, an in-house CRM system makes good sense. But if your sales and support organization operates remotely or from a home office, a web based CRM system would be a better choice.  Also look for a vendor that will spend time with you and help you to determine the applications or functionality you need and the best deployment option for you.  Those that won’t assist you before the sale will certainly not help you after the sale.

[Image "3D Character and Question Mark" by o5com on Flickr under Creative Commons license]

Commence Helps Desktop Customers Migrate to Hosted CRM Service

Posted by Commence on January 23, 2012 under CEO Corner | Be the First to Comment

Helping our Business Customers

Commence Corporation, a leading provider of Customer Relationship Management software (CRM), is offering traditional desktop CRM customers the option to migrate to the company’s new online CRM hosted service.  “The economic environment has hit many small to mid-size businesses very hard” says Todd Pape, Chief Information Officer at Commence.  Many are working with dated hardware and software and no longer have the staff to maintain their internal infrastructure.  Commence is offering them an opportunity to migrate to one of two deployment options that have been designed to reduce the requirement of internal staff along with the cost  of maintaining their inhouse CRM system.”

“First is our hosted CRM service which enables them to maintain their desktop software, but have the server component managed and maintained by Commence’s professional engineers at our data center.  This enables the customer to focus 100 percent of their time in managing and growing their business. For those customers interested in cloud computing, they can have their CRM online and completely alleviate the requirement for new hardware or software.  The cloud based CRM system offers anytime anywhere access and full mobile support. “

“Customers truly appreciate the options offered by Commence” stated Denis Moran, president of Istri – a reseller of Commence products in Europe. “No one wants to change CRM vendors especially when they are pleased with the product and service they have received over the years”.   For more information about how Commence can help you migrate to a hosted or online CRM environment, visit the company’s web site at www.commence.com.

[Image "Midwest Hospitality" by johnnyalive on Flickr under Creative Commons license]

Commence Takes Contact Management Software to the Next Level – Attracts Users of Act, Maximizer & Goldmine

Posted by Commence on January 20, 2012 under CEO Corner | Read the First Comment

CRM software provider Commence Corporation has added new functionality to their cloud based CRM software that is attracting users of traditional contact management products.  What is unique about Commence is the ability to manage information at the account level or the contact level with the click of a button.   Traditional contact management software products require the end user to enter contact data followed by the account they are related to.  Commence enables you to add an account then add all the related contacts in one area. This allows you to select an account and view all of the related contacts on one screen.  It’s a much more efficient way to manage customer information.  In addition, under the account view you can capture multiple addresses, notes, e-mail history, sales opportunities, pending and completed activities, documents, and project information all on the same screen.  An added feature is an automated organization chart that graphically displays all contacts, who they report to along with their title and e-mail.

Companies that are still using desktop contact management software are looking for the next generation of software that provides additional functionality, better reporting, and anytime anywhere access to data via mobile devices.  Commence CRM’s robust functionality coupled with its ease of use and affordability has proven to be a nice step up for companies still using desktop contact management programs.

[Image "Inverted Cheerleader Pyramid" by Steve Jurvetson on Flickr under Creative Commons license]

Small Businesses CRM Software – Stop Looking for a Bargain!

Posted by Commence on January 18, 2012 under CEO Corner | Be the First to Comment

Small business owners are smart operators.  They traditionally have to do a lot with very little, wear multiple hats and position their companies to be competitive in a rapidly changing environment.  Software tools and applications like CRM software can help them to automate the internal processes that can make them a more effective sales and service organization.  Newer cloud based CRM software systems also alleviate the need for purchasing additional computer hardware or software and have become extremely affordable for small businesses. The rapid deployment, ease of use and affordability of these newer programs has stimulated a high degree of growth among the small to mid-size business community.  Despite this the failure rate among SME’s with regard to the implementation and use of CRM software is greater than 70%.

Much of this has to do with a complete lack of knowledge when it comes to selecting a CRM solution.  CRM is not an appliance that you simply plug in the wall and it magically improves sales execution and customer service.  And if you think you can buy CRM software by merely entering your credit card over the internet, you are not thinking clearly. Yet many small business executives see CRM software as a commodity item, causing them to simply select some Freeware or low cost program that delivers nothing but headaches.  These business owners initially think they got a bargain; only to find out later that the time, energy and cost they put into the free product was greater than the initial cost of selecting a quality company with a product that would address their business requirements.  The point here is simple.  There are no bargains when it comes to CRM software. Anything that seems to be too good to be true at just a few dollars a month (or even better Free) is going to cost you dearly in the end.

There are several high quality companies and products designed specifically for small to mid-size businesses that will deliver real value and provide you with expertise that will enable you to improve how you market, sell and provide service to your customers.  One of these companies is Commence Corporation, a company that has been providing customer management software solutions to small and mid-size businesses for more than two decades.  While not free, Commence has experienced sales and support personnel who have assisted hundreds of companies improve their internal business processes resulting in better lead management, accurate sales forecasting and improving customer service.  Commence customers have reported greater than a 25% increase in sales through the use of the program. Would you pay for a product or service that could deliver this kind of value to your company?  Sure you would, but this kind of value isn’t free.

To learn more about Commence CRM software visit Commence.com and view a series of educational videos that illustrate how you can become a more efficient sales and service organization with Commence CRM. 

Image ‘Bargain – Save 1c’ owned by Alpha, on Flickr (cc)

Top CRM Software

Posted by Commence on January 17, 2012 under CEO Corner | Be the First to Comment

CRM software comes in all different sizes and flavors from basic contact management programs to comprehensive solutions for managing front office business processes such as sales, marketing and customer service.  What makes one CRM solution better than another is not necessarily apparent to the consumer whose focus is primarily on features, function and price.

The difference between a top rated CRM software solution and an average one often lies under the covers and is not apparent unless you know where to look and what questions to ask.  If you’re a mid-size to enterprise level company scalability and the hosting service should be top priorities on your list.   Scalability relates to the CRM system’s performance when large groups of people are trying to access data or run reports.  Low cost CRM solution providers have traditionally not paid particular attention to this due to limited resources and the cost associated with the development of highly scalable solutions.   As a result, it is not uncommon for customers using these systems to experience slow access speeds or reports that take hours to run.  Fixing this is no easy task, so if you are experiencing this with your CRM solution provider, don’t expect this to change anytime soon.

The CRM providers hosting service is another key concern for mid-size and larger companies.  Some CRM solution providers that host your data do so on a shared server or servers while others offer a cloud computing environment.  Like any hardware component, there are limitations and capacities as to how much data can be stored on the server.  With hosted CRM solutions when the server hits its capacity you may find yourself having difficulty connecting to your database.  Cloud based providers have addressed this using the ability for cloud technology to quickly add computing resources when required thereby reducing the potential for slow speeds and downtime.

Of course it is also important not to overlook the reputation of the CRM vendor itself.  Companies with a proven track record for a high quality product and service often have years of experience in the industry and a very large customer base.  Contacting a few customers and learning about their experience with the vendor’s product and service may be the best vehicle for helping you to make the right decision.

[Image "Miniature Ice Cream Display" by Stephanie Kilgast on Flickr under Creative Commons license]

CRM Not Delivering For Small Businesses

Posted by Commence on January 13, 2012 under CEO Corner | Be the First to Comment

Small businesses have been engaged in acquiring CRM software in record numbers and for good reason.  New cloud based CRM offerings coupled with low price points have encouraged small to mid-size businesses to join in on the success they have been hearing about for the past few years.  For many of these businesses however, success has not come easy.  In fact, there are a staggering number of failed implementations among SMBs and even the ones that get implemented often have very low utilization rates. The reason for this is simple and can easily be fixed if management begins to understand that you have to invest time, energy and money to be successful with CRM.

The problem lies in the fact that most businesses view CRM software as some sort of turn-key “out of the box solution” like an appliance that you plug-in the wall.  It’s not.  CRM is complicated and requires proper training and customization to address unique business requirements.  Part of the problem also comes from a failed CRM selection process whereby management has not taken the time to outline their business requirements.  As a result, they often select a solution based on popularity and price only to find out later that they made the wrong decision.

Small to mid-size businesses looking for help with the CRM selection process will find substantial value in the attached white paper, available from the link below.

Don’t Make a CRM Buying Mistake – 7 Points to Consider

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