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Dynamics CRM Online
If you would like to know how you can improve your Customer Relationship Management Strategy Perth, processes and CRM Software and are interested in working with CRM Consultants Perth that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
Why a professionally implemented CRM system by our team at Illumiance can help your organisations prosper by offering many benefits for sales, marketing, service and other teams:
If you would like to know how you can improve your Customer Relationship Management Strategy Perth, processes and CRM Software and are interested in working with CRM Consultants Perth that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
Any expansion for a CRM software which CRM Perth implements, like Salesforce, can bring with it new insights into how to improve the system, both for consultants and for the vendor company.
Salesforce has roped in Interxion as its service provider for the data center it plans to open in France. The data center in France is part of its expansionary initiatives in Europe announced in the beginning of 2014. Salesforce expects to open the France data center in 2015.
Interxion’s selection as the preferred service provider is possibly related to the company’s presence in 11 European countries. Salesforce can leverage this pan-European presence if it expands its business in other countries as well.
Apart from France, Germany and the U.K. remain on Salesforce’s radar to complete its European expansion. While the data center in Germany is also expected to be opened in 2015, the U.K. data center is slated to open in the later part of 2014.
The opening of the data centers in these countries will help Salesforce Service Perth to tap local small and medium businesses as well as government agencies. Government agencies usually require data to be stored locally rather than in data centers outside the country for security reasons.
Salesforce’s investments in the U.K., France and Germany come at an opportune moment as a study by IDC predicts that spending on IT in Western Europe will increase 2% in 2014.
The increase would be spearheaded by investments in cloud computing and data analytics segments. Salesforce Perth, being a provider of cloud computing solutions, could incrementally benefit from these investments.
Moreover, the company would be able to diversify its international revenues, going forward. Notably, in the last reported quarter (second-quarter 2015), Salesforce derived approximately 19% of its total revenue from Europe, which increased 42% on a year-over-year basis.
We remain encouraged by the rising number of deal wins at Salesforce and the rapid adoption of its cloud-based solutions. Overall, the company’s diverse cloud offerings and strong spending on digital marketing remain positives. Additionally, the company’s strategic acquisitions and the resultant synergies are expected to remain the long-term positives.
Although the company is growing reasonably in the cloud market, growth prospects have been rationalized by competition from IBM, Oracle and SAP. Currency headwinds and an increase in investments could pose additional challenges.
If you would like to know how you can improve your Customer Relationship Management Strategy Perth, processes and CRM Software and are interested in working with CRM Consultants Perth that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
Gearing up for the latest upgrade to Dynamics CRM? We know that our clients are at CRM Perth, and the latest news on these upgrades keeps getting better and better.
Microsoft announces the release of Dynamics CRM 2015 expected to become available in Q4 2014 and announces key features designed to increase collaboration within the organization to improve fundraising campaigns and social media management.
Microsoft is providing solutions that enable fundraisers, campaign managers and other departments to deliver amazing constituent experiences – together. With the release of Dynamics CRM 2015 Microsoft has focused on breaking down the silos between Marketing, Sales, Customer Service and Social Communication. They also continue to deepen Dynamics CRM’s inter-operability with other leading Microsoft applications such as Office 365, Lync, Yammer, Skype and SharePoint. “Unlike vendors that want to separate businesses by selling them countless different clouds and solutions, we have designed Microsoft Dynamics CRM to facilitate the kind of collaboration that businesses need to thrive and grow,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. This release is designed to enhance the collaboration across the organization and meet the needs of evolving organizations and their constituents.
New campaign features such as email templates, drag and drop email components, as well as A/B and split testing offer more built in email marketing tools for campaign managers, allow them to eliminate some third party tools and work more efficiently within one product. This will also give them better campaign reporting options and an overall better picture of campaign success and performance.
Microsoft’s in-built Social Listening tool is something our non-profit/ public sector clients will also love. Organizations can monitor their social activity within Dynamics CRM, pulling information from Twitter, Facebook, Blogs, and other social networks. Within Dynamics CRM, you will see what people are saying about your organization and gain social insight by narrowing data sets by location or social network in 19 different languages from all over the world! Building on that theme, it was recently announced that Dynamics CRM Online is now available for purchase in more than 65 markets worldwide and they expect to reach over 130 markets in 44 languages by the end of calendar year 2014. This is a huge plus for global non-profits allowing them to use one system throughout the entire organization containing all the same information just offered in a variety of languages for remote sites.
If you would like to know how you can improve your Customer Relationship Management Strategy Perth, processes and CRM Software and are interested in working with CRM Consultants Perth that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
One of the most common questions our consultants at CRM Perth get asked is how the CRM system could be used off-site with mobile devices. This is a trend which continues and our consultants are very glad to see Salesforce taking further strides to improve their mobile functionality.
After posting second quarter results that topped revenue and earnings estimates, Customer Relationship Management Software leader Salesforce launched a service for companies to build online networks that connect them to third parties such as suppliers and consumers in a customized, dedicated and secure environment. The company identifies a rapidly growing Community Cloud market it sizes at $3.5 billion.
The latest offering, Salesforce1 Community Cloud, enables customers to build and operate public websites and applications that are similar to online communities such as LinkedIn. Salesforce expects this entry into the fast growing enterprise collaboration market to drive incremental top line growth. The Salesforce1 Community Cloud is based on the original technology from Salesforce Chatter, the company’s first venture into the Cloud 2 Enterprise social network market.
In this note, we present a brief overview of the Salesforce1 Community Cloud. We have recently revised our Trefis price estimate to $55 for Salesforce, which stands approximately 8% lower than its current market price of $60.
Salesforce’s Move Towards Mobile CRM Looks To Gain Momentum
Salesforce has been quite aggressive with its push to mobile in fiscal 2015, particularly with the Salesforce1 platform that was launched in November 2013. The new Salesforce1 offering is engineered to connect various apps and a multitude of devices across on a single platform and greatly increases mobility for sales representatives. The platform has been built on an API first philosophy and includes added tools for developers to create and deploy enterprise-level applications across mobile devices.
The rapid shift towards mobile and tablet devices from employees at the workplace bode well with Salesforce’s bet on the mobile CRM Platform. The Salesforce1 platform generated sales of about $346 million in H1’15, which represents a fiscal year revenue run rate of about $700 million. Revenues prospects for the platform look bright going forward, with Salesforce turning its attention to the niche mobile CRM Marketing Services Perth. Additionally, sales for the platform should accelerate further, with the addition of new customers, as Salesforce begins delivering industry specific, tailored solutions through a “New Industries Strategy”.
Synergies from Community Cloud Could Benefit Salesforce1 Users
The Salesforce1 Community Cloud offering has three variants – customer community, partner community and employee community. The customer and partner community editions include common features such as social collaboration and custom branding. Additionally, the partner community edition includes features such as lead and opportunity management, controlled data access and delegated administrative capabilities for senior sales personnel. The employee community edition includes workflow and task scheduling features for mid-level sales personnel.
This three-tier structuring of the community cloud should allow employees across a company’s sales division to interact with customers and other third-parties such as suppliers. This way, we believe the community cloud along with Salesforce’s core CRM offering should create operational synergies for companies and drive revenue growth higher for Salesforce.
If you would like to know how you can improve your Customer Relationship Management Strategy Perth, processes and CRM Software and are interested in working with CRM Consultants Perth that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
Competition breeds innovation, which is why CRM Perth’s consultants are celebrating Zoho’s latest improvements which they hope, will prompt further improvements from the other CRM Softwares Perth.
Zoho today announced significant enhancements to its flagship Zoho CRM offering, including Zoho CRM for Google AdWords. This carefully designed, new tool empowers B2B companies to measure the ROI of their CRM Online Marketing Perth spend and increases their visibility into the entire sales cycle — online and offline, and over extended periods of time. To further expand customer engagement, Zoho also added new features to its CRM offering, including CRM View for Social and VOIP Telephony integration. The enhanced Zoho CRM app is included in the new Zoho CRM Plus offering announced today.
Zoho CRM for Google AdWords
Today, the majority of B2B companies who advertise online are closing their sales via phone, in person or well after the initial online interaction occurs. The typical B2B sales cycle becomes opaque as it moves offline, and the efficacy of the online marketing spend becomes impossible to judge. By integrating with Google AdWords, Zoho CRM is transforming how B2B companies monitor and measure the ROI of their online marketing efforts. The synchronization between Zoho CRM and Google AdWords allows customers to follow the evolution of a sale from initial keyword click to closing contract and beyond. Zoho CRM for Google AdWords is available today for all customers in the Enterprise Edition.
“We are addressing one of the most significant pain points experienced by B2B marketing executives who want to analyze the ROI of their online marketing spend as it tracks against the entire sales cycle,” said Rodrigo Vaca, VP of marketing at Zoho. “Zoho CRM for Google AdWords is a ground-breaking new tool that gives executives valuable and verifiable insight into how their marketing spend impacts the bottom line.”
Zoho CRM for Google AdWords ties together offline transactions and online marketing spend, making it possible for businesses to close the loop between the two. With this, customers can better evaluate their conversion rates and ROI for their Google investment at the campaign, ad group and keyword levels.
Engagement Across Social, Phone and Web
With cross-channel communications an expectation in today’s social media-driven business environment, companies need to quickly ascertain the source and sentiment of their audience. Zoho CRM View for Social is a new tool that allows users to access their customers’ contact information, pending deal information, past purchases and organizational ownership. The tool then prioritizes and routes the customer’s social media response and notifies relevant parties with just a click.
“This brings social media — a powerful tool that is changing the face of customer management — out of isolation and into a central role within the sales cycle,” said Meera Sapra, head of social media marketing at Zoho. “It makes sense to have customer information stored in your CRM Solution, and CRM View for Social delivers a unified snapshot of the entire conversation.”
Zoho also announced a significant update to its telephony functionality, making it easier for customers to integrate their VOIP phone system with their sales operation. In addition, the company opened its Phone Bridge API so that any telephony vendor can now easily integrate with Zoho. This allows customers to directly place calls from Zoho CRM’s interface, automatically log call details as activities in their CRM and have relevant customer information displayed on their screen as they answer a call. Zoho Phone Bridge now integrates with Twilio and Ringio, and integration with Five9, Ozonetel and Ring Central is expected soon.
If you would like to know how you can improve your Customer Relationship Management Strategy Perth, processes and CRM Software and are interested in working with CRM Consultants Perth that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
One of the most fun parts of the initial consultation with a client is the moment you both realise the value of the project. Through identifying requirements and understanding the figures which the project can improve, it can be very exciting for illuminance consultants and clients both.
David is a smart guy. And as a business owner, he’s no romantic. He watches every penny going out the door. He’ll plunk down $25K for a used truck in a heartbeat and then throw a fit if there’s $25 missing from petty cash. For him, every dollar is earned with sweat. And if he’s going to spend it there better damned well be a return on investment. Which is what has been holding him back from buying a CRM system? He still can’t justify the purchase. He can’t see the ROI. But there is ROI.
A CRM system has a sophisticated database. In it you have every person who comes in touch with your business – prospects, customers, partners, vendors, suppliers, etc. And, if used the right way, every one of these people has a follow-up. Nothing falls through the cracks. Actions, emails, appointments, notes and tasks are scheduled, stored and completed there. It integrates with your accounting system and it is the first place everyone goes to when someone calls, if only to see who has last spoken with the person and what the issues are. A good CRM system is used for both sales and service. It tracks opportunities and it also is the go-to place for any problems, issues or complaints. It is automated to remind managers to check in with customers, follow-up on quotes and basically make sure no one in the company looks like a dope.
But how do quantify this value? This is no different than a Ford truck or any piece of equipment. The secret to justifying a CRM Perth, any CRM system regardless of size, is having a black and white, quantifiable, easily-understood ROI. This is not hard. Here’s how.
For starters, take the total cost of the system over a five year period of time, a typical (if not on the lower end) period of ownership. David is considering Insightly, a popular cloud based CRM system (author’s note: I recently wrote about this same topic on Insightly’s blog – I have not been compensated by them to write this blog). Insightly’s most expensive version is $7 per user per month. A 10 person company like his would spend $70 per month or $840 per year or $4,200 over 5 years plus another $1,800 for some training and support over that period of time. That’s about $6,000. That, of course, doesn’t include the internal cost representing the time his people will need to invest in the system, which is another topic for another day. So let’s stick to the hard costs.
Now, go back two years. Look at your spreadsheets. Talk to your salespeople. Review your old calendars. How many projects, deals, opportunities, quotes and bids were lost because they weren’t followed up timely? How many were lost because they were forgotten altogether? How many could’ve been won if there was more communication from you, more knowledge of the competition, more negotiation in price, more outreach by your team? Yeah, I thought so. Everybody loses deals because of this. Add up the value.
If you would like to know how you can improve your Customer Relationship Management strategy, processes and software and are interested in working with consultants that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
Marketing and Sales should not be separated by a wall, they both have information that will greatly benefit each other, and having software that make it easier to collaborate tears down this wall. Untapped revenue in staggering amounts has been available for our clients when we tore this wall down for them.
The decision to deploy a new marketing automation platform while undertaking a CRM upgrade project has significantly lifted customer engagement and staff productivity at Australian sleep therapy company, ResMed.
The Australian and New Zealand marketing team embarked on a project last year to upgrade ResMed’s 10-year old CRM platform to Salesforce Perth. Simultaneously, its IT partner also recommended integrating a new marketing automation platform to improve the group’s ability to tailor messages and interactions with its customer base.
Previously, ResMed was using Campaign Monitor for its email communications with both B2C and B2B customers, and found the process laborious and limited. Templates needed to be created afresh each time, and staff would have to produce an email concept which was then translated into HTML format. It then had to sort and import the right data for each campaign.
In recent years, ResMed has been rapidly building out its customer database through its digital customer portal and membership program, Sleepvantage, and found the existing CRM platform wasn’t providing enough capability around collecting or utilising member data.
ResMed rolled out Silverpop’s marketing platform (Now owned by IBM) after the upgrade to Salesforce. Nicklin said both projects were led by the marketing team, with IT staff working hand-in-hand with the digital team.
The first step once Silverpop was in place was making sure ResMed had templated emails and make the process of emailing customers a straightforward, responsive activity. “Email marketing shouldn’t be something that takes weeks, but something we can use to respond to trends that day,” Nicklin commented.
“From there, we’ve looked at personalisation – we have integrated a product asset from our CRM that shows all B2C customers and their purchasing data. We can now put that into emails to see their device and when they purchased it, and personalise the message accordingly.”
As an example, Nicklin said the team was able to create a single email for a recent product launch but adjust content to highlight features orientated to female or male customers around one of the new devices and masks.
“That capability comes down to the fact that CRM data is connected to the email system.”
As a result of the CRM and Silver pop upgrade, ResMed has seen B2C email engagement rates leap from 1 per cent to 12 per cent. Opt-outs have also fallen.
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While the focus has been more on B2C to date, Nicklin is looking at how to get information out to its B2B partners more quickly, and has created email templates for these customers to send to their own databases.
On the B2B side, Nicklin plans to introduce website forms to better collect leads through its Silver pop and CRM platforms, and will build these forms as new products are launched.
One of the biggest benefits of having CRM and campaign management fully integrated is that details of the assets and campaigns sent to each customer through the marketing platform are all recorded, she added.
If you’re keen to leverage improved Customer Relationship Management to make your life and your business less stressful and more productive, book an appointment with one of our Perth-based consultants right now, at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
It’s amazing to see the world of business change to exploit new opportunities which technologies bring, particularly to the world of Customer Relationship Management Strategy Perth. Our consultants at illuminance enjoy being able to both improve businesses of the old world and of the new.
Over the last decade, the Internet and mobility have radically transformed business models and created a platform for products and services that would have been unimaginable several years ago.
One company that has tapped into this trend is Drizly, which delivers beer, wine and liquor to homes and offices in nine metropolitan areas, including, Boston, Chicago, Los Angeles, New York City and Seattle. At the heart of Drizly’s business model is a retail partner network. When a customer places an order using the e-commerce site or an iPhone or Android app, it is sent to a participating store, which completes the delivery and, in some cases, charges a fee.
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Initially, the online retailer relied on spreadsheets to store data, but that wasn’t robust enough to handle the complexities of real-time interaction and e-commerce. Managers realized that they needed a Customer Relationship Management (CRM) Solution Perth that could streamline the sales and vendor management processes and eliminate problem points that could result in service disruptions and breakdowns.
However, most of the products available on the market were “more robust than what we needed,” Goodwin explains. As a result, Drizly explored other types of products and ultimately turned to Base CRM, which went live in May 2014.
“The product is an excellent fit with what we are trying to accomplish,” he says. “The mobile app is particularly attractive because we do not have offices in all the cities we operate in, and our GMs are always on the go.”
The Base solution includes geo location tools and sophisticated reporting, and it includes the ability to view data and reports on mobile devices. It also provides offline access to data and automatically syncs files when an Internet connection resumes.
All of this translates into a more agile business model. “The app makes it possible to identify prospects or accounts that are nearby—including independent stores and outlets—and call someone directly from their phone,” Goodwin says. “In addition, general managers and sales staff can keep track of prospects, gain insights into the sales pipeline, better understand the sales cycle and drill down to gain more information. We have granular insights into the business, including what stage a potential deal is at, as well as overall vendor performance.”
The approach has proved transformative, according to Goodwin. “People are more organized, and we have better visibility into the business—including activities that the sales staffs is logging, their appointments, where they are at with a prospect, how much time they spend on prospects and a variety of other day-to-day insights,” he points out.
“We are at a stage where we are growing rapidly and require sophisticated functionality. The ability to connect the CRM with other enterprise systems and make data available and actionable is the key to our success.”
If you would like to know how you can improve your Customer Relationship Management strategy, processes and software and are interested in working with consultants that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
With so much progress being made in the digital realm of business, it’s great to see many companies and many of our clients being able to avoid the traditional manual processes and hassles to accomplish their returns on investment, opting instead for smooth and automated methods.
Marketing automation platforms (MAPs) are enjoying a period of rapid adoption and are evolving into enterprise-class systems capable of driving a myriad of mission-critical business processes. From a trends perspective, sales and marketing alignment is all the rage, with companies beginning to implement cross-departmental workflows that marry the technology of CRM and marketing automation with business process management. This is highly evident in the growing use of lead management processes that originate in MAPs and continue through CRM Perth. These processes include lead scoring, nurture marketing, and lead-to-revenue management analytics. As companies mature in their use of MAPs and continue to explore and succeed at sales and marketing alignment, the question is: Should it stop there? How deep can marketing automation penetrate an organization? Should it continue straight through to the service and support departments? I firmly believe it will.
When you look at some of the key process automation opportunities between sales, marketing, and client services, you realize the basic rules that apply to nurture marketing also apply to client service, support, and client expansion initiatives.
Consider one of the most common workflows that MAPs and CRM share: lead nurturing.
Lead nurturing is often based on the automated enrollment of an individual into a pre-set series of communications (emails). A person may be enrolled into a nurture marketing program in a variety of ways, including when a value changes in their record from the CRM system.
Here’s a real-world example:
John Smith is a prospect who downloads a white paper from your website. His lead score triggers an action wherein the MAP creates a new lead in the CRM and assigns him to a sales rep. The MAP fires a workflow in CRM and assigns a sales task to Jane Doe, the assigned sales rep. Jane makes a number of outbound phone calls to John only to repeatedly be sent to voicemail. She then changes John’s CRM lead status to “Nurture.” The MAP reads this change and places John back into an automated email nurture program.
Apply the same logic of lead nurturing to client services:
James Moore is a client of ABC Widgets. He submits a support case for a product defect to ABC. This support ticket is then worked to conclusion. A field value in his contact record changes to something that triggers an automated email from the MAP, which includes a link to a post-support survey (which just happens to be a survey created in and hosted by the MAP). In this survey James indicates that his satisfaction with the service is low. The value is captured by the MAP and pushed to his record in the CRM. This then fires an alert to a support manager in CRM and enrolls James in a high-touch nurture campaign that provides ongoing information about the product, tips for using it, and direct links to support and its online portal and knowledge base. Each interaction from then on is captured and monitored and support personnel at ABC are alerted when key touches occur.
This is but one simple example of how the tools that exist inside of a MAP can help companies improve client communications. There are many other examples such as…
The list goes on and on. The key thing to remember is that the technology inherent to MAP and the ever improving integration between the MAP/CRM systems opens up a huge opportunity for companies to improve how they communicate, cross-sell, and measure satisfaction of clients. Companies that are willing to leverage the MAP to do this are enjoying higher client satisfaction scores and are driving revenue from their existing client base, hence getting more bangs for the buck with their MAP investment.
If you would like to know how you can improve your Customer Relationship Management strategy, processes and software and are interested in working with consultants that are local, guaranteed and deliver solutions that are simplified, you should get in contact now to book an obligation-free appointment at Visit: http://crmperth.com.au/contact-us/ and do a mail enquiry@CRMperth.com.au you can feel free to call us: (08) 6102 7284.
