Commence Wins Round One of Capterra’s CRM Software Challenge

Posted by Commence on March 20, 2012 under Commence News | Be the First to Comment

If you have been following Capterra’s CRM Madness online tournament you know that thanks to your support Commence CRM has moved into round two of the CRM vendor challenge. While this is exciting we need to call on you one more time so others can learn about the value they can realize from Commence CRM.  Please take a moment to vote for Commence at http://crmmadness.capterra.com/.  If we win this round we will challenge Salesforce.com CRM.

Commence is pleased to have been selected as the winner of round one of the Capterra’s CRM Madness Vendor challenge.  Commence was selected over Zoho CRM, which offers a low cost solution to small businesses.

Small to Mid-size enterprises typically need more than basic contact management software to operate and grow their business. While programs like Zoho CRM offer a basic set of features at a low cost, customers often find that they quickly outgrow the capabilities of lower end CRM software programs.

Commence CRM,  while targeted at small to mid-size enterprises won the challenge due to the products robust set of features for managing leads, sales, marketing and customer service.  Commence is a comprehensive online CRM system with the functionality and scalability to ensure growth for its customers.

We appreciate your support and keep voting for Commence CRM in the next round!

Leverage the Web for Managing Customer Relationships

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

Click for larger image

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.

Click for larger image

Web CRM Ensures your Marketing is Working

Posted by Commence on March 13, 2012 under Customer Success | Be the First to Comment

Ensure your marketing efforts are working with a web CRM

When you are executing marketing campaigns you want to make sure your campaign is working so if it’s not you can switch to another strategy. You may have a limited marketing budget and you don’t want to waste it on a campaign that isn’t working how you want it to. A web CRM can help you optimize your marketing budget you so you can determine the value of each campaign. You can then use the analytical reporting features that have graphic reports that can illustrate the details of each campaign by industry, source and outcome. Measure the effectiveness by managing lead generation and lead conversion and have one central place for all your marketing efforts.

Measure efforts in all areas of your business with a web CRM

You can use your web based CRM software to measure your marketing efforts but you can also use it to get reports and measure progress for all areas of your business. From sales to project management to accounting, text based and graphical reports are available in your CRM. You can use pre built reports or customize your own for your business. Visit Commence.com to learn more about CRM marketing features and other reporting features.

Sales Best Practice #2 – Broadens the relationship with good customers by proactively introducing them to other employees

Posted by Commence on under Sales Training | Be the First to Comment

A Best Practice for sales people by guest poster Dave Kahle, author and leading sales educator.

By Dave Kahle

The best salespeople understand that the more comfortable the customer is with their company, the less risk the customer perceives there to be in dealing with them, and the more likely it is that the customer will prefer their company as a supplier.

That’s just good common sense.  I bank where I do, for example, because when I walk in, everyone knows my name. That makes me feel important, and it makes it so much easier to do business. Or, at least, I feel like it does.  And that is what’s important.

There is a simple principle at work here: The customer should be comfortable with more people in your organization than just you. The more people your customer knows, the better for you. That simple principle leads to a powerful sales practice.   By proactively introducing your good customers to others in your organization, you broaden the relationship between the two entities, and tie the customer to you via additional relationships.

Make sure that your boss has been introduced to your customers. Methodically take him/her to your customers and facilitate the introductions.  Bring a customer service person or two to visit your good customers.

If it is appropriate, constantly invite your customers into your facility to meet the people who make things happen inside your organization.

Each of these relationships makes the customer feel more comfortable in dealing with your organization, and increases the likelihood that you will become the preferred supplier.

That’s why this is a best practice of the best salespeople.

Here’s a way to apply this best practice. Start with a self-assessment:  List all of the key people in your “A” accounts in the first column of a spreadsheet.  Across the tops of the columns, list each of the key people in your organization.  Then, put an “X” in the cell where the two people have connected.  For example, if customer John Smith knows your customer service person “Jenny,” then put an “X” in that cell.  When you have completed that, use the empty cells as a guide, and plan to remedy the situation.  Over the next few months, proactively introduce those customers with the key internal people until all the cells are “X’d.”

If you’d like to explore this best practice more deeply, consider The Sales Resource Center™, and listen to Nugget N-230.

About the Author:

Dave Kahle is one of the world’s leading 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 MMXII by Dave Kahle
All Rights Reserved.

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.

Image “a shoebox of photographs with sepia-tone loving;” by Breanna Josephine on Flickr under Creative Commons license.

Implementing a CRM software system is essential

Posted by Commence on February 29, 2012 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.

Image “sharing is power” by IAALD Editor on Flickr under Creative Commons license.

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.

Image “Standing on the runway waiting for takeoff” by Andrew King on Flickr, under Creative Commons license.

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.

Image “laser focus” owned by dogulove (cc)
Image “Good Cheap Fast Service” owned by TeX HeX (cc)
Image “Octopus Receiving Mail Postcard” owned by koiart71 (cc)

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

Image “We Deliver” owned by Chris (cc)

CRM Cloud Computing a Smart Choice for Small to Mid-Size Businesses

Posted by Commence on December 8, 2011 under CEO Corner | 2 Comments to Read

Hiring an on-site computer technician can be costly

The current economic uncertainty has forced many small to mid-size businesses to seek ways to reduce their operational cost. Many have downsized their operations and have had to reduce their staff.  One of the areas hardest hit is the IT department. Companies that once had technology people on staff no longer do and the local computer guy that could help out in a pinch is no longer in business.  These companies now find themselves working with dated computer hardware and software and nowhere to turn if problems occur.

Cloud computing seems to be just what the doctor ordered if you can come to grips with the fact that someone else will be managing and maintaining your data outside your facility.  CRM software programs that run in the cloud are web based, which means they operate over the Internet.  There are no specific hardware requirements and no software to install.  This alleviates the need to hire costly technicians or outside consultants.  The cloud has many other benefits as well. Typically, software updates are included in the monthly or annual service fee which ensures that you are always working with the latest supportable version of the vendor’s software.  The data center and hardware used by top tier hosting providers is also best in class and traditionally offers back-up and data recovery services that are far superior to anything the customer may have had on-site.  In addition, the systems are managed 24/7 by well-trained engineers.

One of the companies that is helping companies transition to the world of cloud computing and cloud based software is Commence Corporation, a provider of Customer Relationship Management (CRM) software .  Commence, best known for their client server based desktop software, now offers CRM for the cloud and is helping both existing and new customers take advantage of the new cloud computing environment. To learn more about Commence CRM for the cloud, visit http://www.commence.com/crm/platform/

Image by Manchester Library, on Flickr available under a Creative Commons license