Employee Satisfaction Ensures Customer Satisfaction

Posted by Commence on March 16, 2012 under CEO Corner | Be the First to Comment

Develop Customer Intimacy with CRM Software
When reviewing your sales pipeline, a recurring question is how can we generate more leads, but still maintain our client base and ensure our customers are happy?

Customer intimacy is the key to customer satisfaction. Whether your product or service is B2B or B2C it is essential that your entire organization is aware of your organization’s goals and philosophy. This awareness and employee belief will generate a streamlined effect when your sales teams are interacting with your clients. Through ensuring that customer intimacy is stated in your organizational goals, it will automatically enhance your sales process.

The question is how can you then ensure that your customer relationships are maintained in a professional manner? Human error is something that cannot be avoided in an organization of any size however, implementing strategies and solutions that empower your sales team will assist them to work more effectively thus improving employee satisfaction. This then causes a domino effect – enhanced employee satisfaction leads to improved employee efficiency, which consequently generates sales development and an increase in the quantity of customers.

With an increase in customers it is essential to manage your customer relationships. Previously, sales teams managed customer relationships on Excel worksheets or even in soft copy documents. However today with increased business volumes due to global marketplaces it is clear that implementing an Online CRM Software Solution is essential.

Online CRM immediately improves your sales process. Through greater clarity of your sales pipeline, your sales team are instantly equipped with vital tools they need to ensure your organization continues to grow.

Online CRM solutions are varied. It is important that throughout your CRM decision making process you take the correct steps to ensure your CRM system is aligned with your organization’s needs and future goals. To assist you we have put together a CRM checklist that you may find valuable in your selection process.  Download the CRM checklist to help make this decision.

Leverage the Web for Managing Customer Relationships

Posted by Commence on March 15, 2012 under CEO Corner | Read the First Comment

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You need to connect with your customers and respond quickly to customer inquiries, but access to information is difficult and often scattered throughout the organization.  If you’re a firm with remote or virtual offices the problem may be even worse.  Thank God for your accounting system and Excel spreadsheets that at least provide you with critical customer data, but these are too difficult to manage and cannot be easily shared with the people who need it to efficiently do their jobs.

Companies that have found themselves in this position are leveraging the Web and online CRM software systems to address this challenge.  Online CRM systems provide companies with a central database that houses company and contact information along with notes, history, pre and post activity, e-mail correspondence, and sales activity.  Some of the more advanced CRM software programs include quotes or proposals, service history and project management and support for the Apple iPad tablet.

Because these programs operate over the Web, there is no expensive hardware or software to purchase and no IT infrastructure to maintain.  With programs like Commence CRM from Commence Corporation you can be up and running in just a few hours, and access to customer data is available anytime and from anywhere using any Web browser.  Best of all many online CRM programs are now affordable for small to mid-size businesses.  CRM software simply addresses the business challenge of capturing, tracking, managing and sharing customer data at a price point that can no longer be overlooked.

For information about selecting the right CRM software for your business, view a free report 7 Points to Consider Before Selecting Your CRM System.

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Contact Management and CRM – Time to join forces

Posted by Commence on March 12, 2012 under CEO Corner | Be the First to Comment

Contact management is an increasingly difficult task. Through the development of technology such as smart phones and tablets, contact details are now increasingly elaborate and across many platforms, like social media, email addresses, residential addresses, cell phone numbers, Skype details, twitter accounts etc. Therefore managing your contacts can be a time consuming task. Within these varying types of contact details it can be challenging to decipher whom to contact and on what platform.  This is where the concept of Contact Management is brought into play.

Contact management software provides users with the ability to easily store and find contact information safely and coherently. These contact-centric databases enable users to track all information and communication activities linked to contacts, so why is it important to have a fully integrated CRM system rather than just a contact management system?

A fully integrated customer relationship management system extends the features a contact management solution can provide. CRM establishes a comprehensive record of each interaction and this then provides organisations with a greater overall knowledge of their customer needs. An amalgamation of both CRM and Contact Management can provide organisations with the fully integrated customer relationship management system they need.

CRM software packages are a vital tool for businesses in the global economy. Varied customer locations and interactions with your organisations sales funnel can cause difficulties for your sales team when they are recording vital customer information. However, through the implementation of a fully integrated online CRM system your company can benefit immediately due to the availability of customer knowledge at a moments notice. The relationship that can be developed with your customer through the use and maintenance of an amalgamated CRM system will ensure the continued growth and success of your organisation. The availability of enhanced customer knowledge will have a positive effect on sales, establishing the prospect and production of business growth in the long term.

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What Customers Should Consider When Selecting CRM Software

Posted by Commence on March 6, 2012 under CEO Corner | Be the First to Comment

The CRM software sector is highly competitive with dozens and dozens of product offerings that on the surface all appear to be the same.   As a consumer, it is not hard to get confused.  The vendors’ websites typically describe similar features and benefits, the products often look similar and the majority of them are web based and sold as a monthly service.  This has all led to a belief among consumers that CRM software is a commodity, and when people are shopping for a commodity product the most important decision criteria becomes price.

This belief that CRM software is a commodity is a cause of great concern for the CRM vendors themselves and for potential customers.  Why? Because CRM software is not a commodity, at least not for mid-size companies and larger.

I certainly do not blame the consumer for their belief.  Many CRM vendors have simply failed to differentiate their product offerings from their competitors. Instead of documenting how customers have realized a substantial return on their investment with their product, they instead assume that the consumer is buying solely on price and lower their offering.  The problem here is that both sides lose and is perhaps the reason that so many CRM implementations have failed in the small to mid-size business community.  If the vendor cannot make a profit they certainly cannot provide a valuable service or continue to invest in their technology.  So what is the consumer to do?

First, it is important to appreciate that despite everything you have seen or read on the internet, CRM software is not a commodity.  There are several important CRM decision criteria that need to be looked at in addition to features, functions and price.   Make sure you take a good look into the company you may be buying from and ask questions such as:

• How long has the company been in business?
• Do they have a solid reputation for providing quality products and services?
• What experience do they have in your industry?
• How many customers do they have?
• Have the implementations of their CRM software gone smoothly?
• Are customers realizing a return on their investment?
• What level of telephone support and assistance do they provide before, during and after the sale?
• Is the customer support directly from the company or pushed off to a third party?
• Is the company re-investing in their CRM solution and enhancing it?

These simple questions may serve to help you to differentiate one CRM vendor and compare CRM software solutions from another and ensure that you make an educated decision based on criteria other than price.

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Setting Expectations for Online CRM

Posted by Commence on February 29, 2012 under CEO Corner | Read the First Comment

Small to mid-size businesses looking for online CRM software need to set the proper expectations when selecting newer CRM technology that’s delivered over the Internet.

For the past two decades the standard for CRM software was on premise or desktop applications. Over the years, these programs became very mature allowing administrators and end users to tailor the software to meet unique business requirements.  Companies that are now looking to transition to online CRM where the software is hosted or managed by a third party need to appreciate that many of these newer CRM software programs have been designed to provide customers with a set of “out of the box applications” and features that meet generic business requirements.  While some of the enterprise CRM solutions offer tools for customization they are traditionally very expensive and require programming expertise to utilize.  This can add a significant cost to the overall expense of your CRM system.

One of the ways to quickly rule out CRM systems that offer good customizability from those that don’t is cost.  While this may seem basic, it works.  Low cost CRM solutions typically offer basic CRM features and functionality with minimal customization if any.  Mid-level systems traditionally offer security permissions, and the ability to add custom fields, views, forms, and reports. But if integrating third party programs and modifying the look and feel of the CRM program is required, you will need to consider enterprise level CRM software.

If a low cost solution with limited customization will meet your requirements there are a myriad of low cost offerings to choose from but it may be difficult to differentiate one from another.  The mid-market offers a bit more clarity with several very good offerings from companies such as Commence CRM and SugarCRM.  The leaders in the enterprise market include offerings from Salesforce.com, Microsoft and Oracle.

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Implementing a CRM software system is essential

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

CRM software is essential, but how can you be sure? Often businesses are bombarded by products, solutions and campaigns highlighting different business needs. Therefore deciphering what is relevant can often be a difficult task for organizations. CRM software is one business solution that cannot be ignored.  In the case of customer relationship management knowledge is power. The argument ‘what you don’t know won’t hurt you’ couldn’t be less relevant in the world of business. Knowledge transfer can occur within seconds and the speed at which you are able to deal with customer requests can be the difference between customer retention and a sales loss.  The question then arises how can you best manage your customer needs and the day to day running of your business? The only way to do this effectively is through the implementation of an online CRM software system.

Online CRM software is the way forward. Previously sales teams have had to manage their interactions with clients through maintaining excel sheets, word documents or even recording data in soft copy documents. Ensuring that customer data is correct and up to date is close to impossible when these documents are being maintained manually. However an online CRM software package can automatically reduce the time spent documenting customer data. Through the implementation of CRM systems, companies can effectively manage their sales teams and develop strategies relating to their key clients.

CRM software packages enable the users to view their sales pipeline with greater clarity. The benefits of this are unparalleled; customer knowledge is the key to developing and maintaining growth. An intuitive, online CRM software solution streamlines the front office business processes that directly impact sales execution and customer service.

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Why Buy CRM Software?

Posted by Commence on February 22, 2012 under CEO Corner | Be the First to Comment

What are you waiting for?

You’re a small to midsize business with automated systems for accounting, but when it comes to managing sales and customer relationships you’re using a dated contact manager or an excel spreadsheet.  If this sounds like you, it’s time to consider investing in CRM software.  Today there are dozens of CRM systems available for small to midsize companies and they can be deployed on premise or as a hosted solution managed and maintained by the third party solution provider.

What CRM software will provide right out of the gate is the ability to consolidate customer data.  Information that’s coming into your business every day via the telephone, fax, e-mail or the web can finally be placed into a single consolidated customer database where it is available to the people that require it to efficiently do their jobs – Hallelujah.  Your staff can now communicate effectively with customers and or prospects and have the information they need immediately accessible to them.

What about sales? Do you have a structured process in place for capturing and qualifying leads or managing the sales process?   Why not?  It’s easy and most CRM software programs provide this as part of a standard package.   You certainly cannot expect to improve close ratios if you are not monitoring and managing the sales process.   A good CRM software program will enable you to add a structured approach to selling and the ability to monitor the performance of your sales team.

Lastly, what about customer service?  The difference today between retaining a customer and losing one may rest with the level and quality of service you provide to your customers. But how can you expect your service staff to do this without having access to customer records?  CRM software programs enable this by providing the service staff with the access to what the customer purchased, when they purchased it, who they purchased it from, and if they have had any history of problems.  No rational business executive can argue with the need to improve how they market, sell and provide service to their customers so what are you waiting for?

You can get started quickly and see substantial results using online CRM software.  These programs do not require any additional hardware or software and cost less than a cup of coffee a day per employee.  While many Internet sites have additional information about different CRM software programs, you may wish to review some of the white papers and tips at www.commence.com.

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Stop The Madness!

Posted by Commence on February 21, 2012 under CEO Corner | Be the First to Comment

I used to believe that small to mid-size business owners were pretty smart.  It’s not easy to start a business and it’s even more difficult to manage its growth and success. But when it comes to the selection of CRM software, well they are just dumb. There are probably a lot of reasons for this.

First, many business owners will not take the time to fully document their business requirements or engage in the CRM selection process.  Secondly, many seem to believe that all CRM software is the same, so they just instruct the selection team to purchase the cheapest one.  Industry analysts have documented that 73% of all CRM systems fail to get properly implemented or utilized.  This is because CRM software is not some appliance that you plug in the wall and it works.  It requires a commitment to implementing a structured approach to improving internal business processes. The right CRM solution can significantly impact and improve how your company markets, sells and provides support to your customers.

In order to add some sanity to the decision process, Commence Corporation has created a white paper called “Don’t Make a CRM Buying Mistake” 7 Points to Consider before Selecting Your CRM solution. It’s a must read for businesses looking for CRM Online or cloud based CRM software.  See www.commence.com to review this free white paper.

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CRM Software Can Help a Failing Sales Organization

Posted by Commence on February 15, 2012 under CEO Corner | Read the First Comment

Sales organizations can be underachieving for a myriad of reasons, but it’s typically a lack of structure and process that divides highly successful sales organizations from poorly performing ones. The structure begins right at the introductory stage of the selling cycle and that’s lead qualification.

Successful sales professionals traditionally have a specific set of skills that enable them to quickly determine a qualified prospect from a tire kicker. This skill enables them to quickly focus their energy on the most qualified opportunities resulting in higher close ratios and higher revenues. Most sales organizations however are made up of a hand full of seasoned sales people coupled with less experienced staff who are still honing their skills. A good CRM system can be a valuable tool for automating the selling processes that you know work for your organization.

One of the companies that has taken a leadership position in this area is Commence Corporation, a provider of CRM software for small to mid-size enterprises. Commence CRM incorporates a series of automated processes that add structure to the lead generation and sales management of each new sales opportunity. The structure is really quite simple and defined by each company’s sales management. Starting with the lead generation process, management outlines a set of criteria for what they believe constitutes a highly qualified lead. The questions are then answered by the sales representative. Based on the response the CRM software will rate and color code each lead as highly qualified, not yet qualified or poorly qualified. It’s a simple process that delivers effective results.

Commence CRM also incorporates a structured sales process that enables a sales representative and sales management to manage each stage of the sales cycle from introduction to closure. By being proactive during the sales process, management can play an active and valuable role in helping to move an opportunity toward closure vs. conducting a post mortem on why they lost the business.

Any successful sales organization is driven by its sales staff and its management, but CRM software systems like Commence CRM can play a vital role in automating the processes that help sales people sell more and sell more easily.

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Commence-ing with the Cloud

Posted by Commence on February 14, 2012 under CEO Corner | Be the First to Comment

Commence Corporation, a leading provider of online CRM software, is helping companies transition from traditional desktop software to CRM programs that operate in a cloud computing environment. “Many small to mid-size enterprises are still a bit suspect of cloud computing,” says Tom Gibson, Sales Manager at Commence. “These companies have spent years using traditional contact management software that operates on their personal computer and are comfortable with that environment, but they are seeking more.” continued Gibson.  Users of older contact management programs are becoming more and more educated on the benefits of cloud computing and indeed desire that ability to access their data anytime and anywhere.  Online CRM software programs that operate in a cloud environment provide this while reducing the time and cost associated with managing and maintaining desktop software.”

Commence is helping companies transition to the world of CRM online by assisting them with the transition process.  The Commence professional services organization has created several tools and best practices for data migration and a series of web based CRM training videos that enable the end user to learn how to use Commence CRM online.  “We try to become part of the company’s organization” says Chris Anello, one of the Commence team members that helps manage the transition.  This helps them to feel comfortable that they have someone to call and talk to during the process.  This process has proven to be highly successful and Commence has numerous CRM customer references to support this.

To learn more about Commence Corporation, its best practices and the company’s online CRM software visit www.commence.com.

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