CRM News and Updates – Online CRM Systems

CRM has been every organization’s approach to achieve sustainability and progress. It prioritizes the importance of the end-user in the supply chain and it accurately and efficiently ensures complete visibility and control of the management processes needed to address customers’ needs. Paul Elswood, MD,CDC Software UK and Ireland lists his top 10 CRM ideas and lessons which he has learned from 2010 and how these lessons bring him forward in 2011. Here are his 10 CRM Lessons:

1.       Customer Experience. Customers want value products and services through multiple paths faster and better than ever before that is why organizations need to increase their knowledge about customer experience. This is to ensure that their business acknowledges this and keeps up with thee needs is critical.

2.       CRM and Social Media. Facebook and Twitter. During 2010, have attained great number of users and been a good way for brands and service providers to target specific customers and raise their brand awareness and to monitor customer opinion. This serves as the key to make sure that your CRM solution gives rich features sets for leveraging and interacting with this channel.  Organizations should be with proper education and must established policies and procedures on social media before implementation of CRM solutions.

3.       Coming out of the recession. Economy starts and continues to rebound and this makes critical for most organizations to move ahead of the curve in marketing.

4.       Customer Retention vs. New Acquisition. These two are so critical to any business success and even in recent times in order to survive in the economy, business needs a loyal customer and properly managing and understanding one customer may lead to retention of the same. This is important because having new customer makes businesses to slowly picking up acquisitions and leads also to extremely high costs. Therefore, they need a CRM tool to have implemented and managed consistent and effective sales methodologies and to come out on top.

5.       Think globally act locally. Multi-national organizations craved for a greater need to understand customers.

6.       Addressing the new economic environment. Regulations and policies pertaining to managing your customer adhered while managing all critical client information. These things can be managed with flexible CRM capabilities.

7.       Flexibility is paramount. Organizations haven’t noticed that while thinking their front office as not changing has seen new rules, regulations, and compliance and customer expectations. And for organizations to make the right changes quickly and cost effectively to meet the needs office their ever changing front office, CRM solutions that is limitless in terms of flexibility.

8.       Giving back to employees. Employees should make their jobs easier however this is still some organizations are failing to see.

9.       CRM 2.0. Organizations are still trying to understand to idea that CRM 2.0 brings or how it works and how they can leverage it in their activities. Those organizations who have not yet tried CRM 2.0 said that they tend to be more in touch with their customers. CRM 1.0 is a single dimension interaction with customers while CRM 2.0 is about increasing the internet to have multi-dimensionla interactions with customers. This evolution concept is still being in mind of most organizations in 2011 where business would probably addressing the public need to look to CRM 2.0 in order to successfully improve their customer relationship management.

10.   Data Consolidation. The totality of customer value has been trying to understand by 2010 organizations covering things that could bring by such to a firm. Data is seen as key to make this happen. In 2010, they started to consolidate back office and front office data, multiple divisions or subsidiaries and integration of the different from office systems drawing an even stronger picture of the customer. This will give an organization a true holistic view of the customer by drawing critical information from the internet and social media sites.