Crm Perth's blog: "CRM Perth"

We believe that these strategies will enhance your likelihood of long-term CRM success.

1: Get Sponsorship from the top brass. If management doesn't believe in the new approach, why should the employees? Implementing CRM requires working across organizational boundaries and breaking down long-term siloed behaviors and attitudes. You can't do that by yourself! Many times the difference between a successful CRM strategy and a huge waste of money is backing from the executive suite.

2: Build a team. Prior to developing your CRM strategy or selecting your CRM Software Perth, form a CRM team with representatives from each department to make sure colleagues' needs and concerns are addressed. Too often companies neglect to include the correct stakeholders, and the initiative fails to meet the needs of those tied to its results. Pick your CRM team wisely - everyone will need to own the customer experience.

3: Define your business objectives? Your CRM Strategy must be designed with your business objectives and customer requirements in mind.

4: Identify who your customer is. Is there agreement on definition of "customer?" - The marketing department of an automobile company might consider a "customer" to be a dealer, but the call center might consider it to be a driver. Have consensus on this and other key definitions. Can you identify your customers across multiple touch points (retail, call center, mail, catalog, web and e-mail)?

5: Differentiate. Identify your customer segments - your high-value and high potential customers. Know who you want to serve. Understand what that customer wants? Prioritize. What is the customer worth and what is their potential worth?

6: Understand your Customers - what they want, and how they want it from you.

7: Agree on desired customer behaviours - build consensus on how you want customers to behave differently and what the customer experience will be... from the customer's perspective. Design a different customer experience for each customer segment.

8: Define customer experience goals. Articulate the customer experience. How should your experience feel? Identify important business interactions e.g. high volume or high cost. Identify interactions that are important to the customer - high involvement and high perceived importance.

9: Have an integrated customer strategy. Today interactive marketing is a fragmented discipline in which marketers work with many different vendors to develop and execute marketing programs. Recognize that disparate databases of customer information prevent companies from gaining a holistic view of the customer throughout the organization.

10: Define and map data requirements - You'll need to know what customer data is necessary and from what system it will originate. See your customer through the same lens. A firm understanding of the level of customer data - account or household level - is critical. Do you plan to append external data? If so, what types: household size, income, psychographics, ZIP, real estate information etc.

11: Standardize data. Various departments in your organization may see your customer quite differently from another. Using one integrated set of analytical data throughout the company can help executives to make key decisions about how much to invest in a particular customer.

12: Develop success metrics - How will you know if your CRM program has been a success?

13: Create customer engagement programs (acquisition, growth and retention). Customer engagement is a process, not an event. Too often retention is treated as a project, rather than a guiding principle.

14: Collect Data - collect and use information from each customer interaction to make your chosen customers more valuable to your enterprise. Can you identify behaviors, attitudes, needs, propensities or intentions? Plan to clean your data regularly.

15: Test, test, test. Troubleshoot with test customers before making your services generally available. Focus on ROI. Experiment with your Marketing.

16: Empower staff. Give front line staff the ability to please the customer. Too often they can't make timely decisions nor can they present relevant offers - effectively facilitating customer dissatisfaction and defection.

17: Communicate your successes to the rest of the organization. Identify quick wins. Tackle the smallest, easiest task straight away and save the hard stuff for later. Success early on gets the ball rolling and motivates employees. Success can be contagious.

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.

CRM Perth our consultants are quite experienced at talking with the marketing teams of our client’s businesses about how they can make their jobs easier and more successful through the clever use of their CRM.

There is a link between making rapid progress up the marketing career ladder and understanding CRM, says Felix Velarde.

Felix Velarde is chief executive of Hire CRM Consultant Underwired and teaches at Hult International Business School and the IDM.

CRM (customer relationship marketing) is founded on a deep understanding of customers.

Often seen as the geeky bit of marketing, the skills required include the ability to interpret data, to extract customer insight, and to act on it. They also include the ability to plan ahead, sometimes based on an understanding of what customers do, or are likely to do, over the span of several years (think: buying bigger items such as a car or a sofa).

The CRM Boost

Over the past dozen years he has been working in CRM, delivering global strategies for major brands like Virgin, News International and McCain, teaching marketers core CRM skills, as well as running master classes for heads of marketing at The Groucho Club. He has noticed something remarkable about people who have these skills: they make unusually rapid progress up the career ladder – so he wanted to explore this thinking in more detail.

CRM requires an understanding of the life cycle a customer is on, from first consideration of a brand to loyal consumption and recommendation

The run-of-the-mill marketer tends to get caught up in day-to-day delivery of campaigns; CRM people manage to do this while understanding the overarching context of the activity. More often than not, a campaign within a CRM programme will not drive instant revenue, but will increase the value of the customer to the brand over the course of several campaigns. This requires a long-term view. As we all know, daily pressures (get a campaign out, check copy, chivvy along an agency, test an app) get in the way of thinking big, so how does a savvy marketer make it work?

It all comes down to measurement and markers. CRM requires an understanding of the life cycle a customer is on, from first consideration of a brand to loyal consumption and recommendation. Using data skills to help map this out provides several fantastic tools at once: a long-term view of the customer relationship; a sequence of stages in the life cycle, from engagement to conversion to retention; and a series of timed steps along the journey.

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.

The importance of collaborating within departments and between departments is huge for many of our clients. The amount of untapped revenue there is in better connecting the staff is enormous, which is why we are quite glad that the capacities for Customer Relationship Management software to enable this is improving.

Recently, Microsoft announced new features for its upcoming release of Dynamics CRM Relevant Products/Services, aimed at improving collaboration between sales and marketing teams. In addition to its general use for contact management across all industries, Microsoft is also targeting Dynamics for specific industries, such as banking, where a systematic approach to customer Relevant Products/Services relationship management (CRM) can make a real difference in the quality of customer service.

Earlier this week at the Sibos global banking event in Boston, Microsoft showcased a number of major banking institutions that are using Microsoft Dynamics CRM to modernize their business Relevant Products/Services operations. The goal for many of these banks has been to transition from being a traditional transaction-based business to being more customer-centric and providing top-notch customer experiences.

Within the financial sector, Microsoft reports that Dynamics CRM has become a strong presence in such areas as commercial banking, investment banking, wealth management, corporate management, and asset management banking.

Testimonials on CRM for Banking

Several executives from national and international banks offered testimonials about Dynamics CRM at the Boston event.

“Knowledge is powerful — especially when creating a tailored banking experience for business customers,” said David Russell, head of CRM services for UK-based RBS-NatWest. Dynamics CRM gives his company’s employees “a unified Relevant Products/Services and highly detailed customer view.”

“With it, the team can consistently deliver highly relevant, effective interactions with every customer, which ultimately helps them achieve their business ambitions,” Russell added. “Microsoft Dynamics CRM unites teams, saves time and helps NatWest make customers happy.”

Russell said that with Microsoft Dynamics CRM, “RBS-NatWest has achieved more than 95 percent user adoption, better connected teams, and more valued customer service.”

Citibank also uses Microsoft Dynamics CRM, specifically for its private banking operations across three continents, according to Dena Brumpton who is global chief operating officer for Citi Private Bank.

“Our technology team considered Microsoft Dynamics CRM and found that it was everything we wanted and more. Most important, it could serve as a global solution and integrate with the platform we were currently using,” Brumpton added.

In addition, she noted that Microsoft Dynamics CRM eases the compliance process with regulatory requirements in each of the company’s jurisdictions.

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.

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.com 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 Services 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.com, 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, 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.

A reasonably common question which our consultants have to answer, is “what is CRM for”, hopefully this piece can help explain this.

The question is, “what is a CRM for?” This is more complex that it first appears, as the CRM is a tool which can be used in different ways by different people.  That’s the trap many first-times (and indeed many others) CRM customers fall into: looking at the CRM implementation from the perspective of one type of business user, or only superficially considering how it affects others.  For example:

CRM systems’ dashboards provide an excellent way for management to get a sense of what is happening in sales.  Management can track opportunities, run forecasts, and even see differences in the way salespeople work.  The problem is that this information may not be helpful, and can easily lead to a data-focused micromanagement view.  One company I did consultancy for used its management dashboard to track how frequently salespeople logged into the system, in order to encourage adoption. 

This means that a CRM is many things to many people, and looking at your own company you can probably add several more to my list.  However there is one thing that it is not, and that is a tool which can exist in isolation from the business.

A customer of mine carried out their first CRM implementation a few years ago and they consider that it failed because integration was not at the core of the project.  In this case, “failed” means that although the CRM works perfectly well, they are unable to provide real-time relevant management analytics, and sales see it as a management hoop to jump through rather than delivering value.

My customer is currently undertaking a second attempt at a CRM implementation, this time with integration front and centre, and they are more confident that it will be a success.  In particular, they are integrating the CRM and other systems into business processes, allowing data to be seamlessly accessed, handled and presented or updated as needed.  The integration also means that users will be able to use the CRM as a central portal from which they can start automated processes.

Strategise your CRM

Ultimately, taking a strategic view of your CRM means extracting true value from data and processes and reusing it throughout the business, thus making the CRM a solution rather than a tool.  It’s rarely true that you can really use a CRM “out of the box” but equally it’s possible to get bogged down in endless customisations without adding much 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.

CRM Perth is proud and excited to be implementing many upgraded CRM solutions when the latest edition of Dynamics CRM arrives.

To further differentiate itself from competitors like Salesforce.com, Microsoft has added a host of new features to the latest version of its Dynamics CRM application. Microsoft Dynamics CRM 2015, which will be released in the fourth quarter of this year, aims to improve collaboration between sales and marketing teams, and eliminate redundant efforts.

Dynamics CRM 2015 also promises to give sales and marketing professionals the tools they need to deliver outstanding customer experiences. By aligning efforts around key objectives, Microsoft says companies can boost customer engagement and drive sales success.

Let’s take a look at some of the new features in Dynamics CRM 2015.

E-Mail Editor

The new E-mail Editor enables marketers to select easily from pre-defined templates or create e-mails from scratch using an interactive drag-and-drop build process. For expert users of CSS (cascading style sheets) and HTML, there’s also an advanced editor for creating more sophisticated documents.

Campaign Management Console

The Campaign Management Console has been updated to include complex multi-condition triggers to fine-tune responses and embedded cross-campaign offers, as well as A/B testing. To be sure that their efforts are delivering the expected results, marketers can easily set up and run A/B tests that have different objectives, with results displayed via real-time analytics.

Sales & Marketing Collaboration

The Sales Collaboration Panel allows sales people and managers to provide input into campaigns and targeting. This new functionality enables appropriate people on the sales team to can gain visibility into campaign activities and control communications targeting their customers. They can also set up and receive alerts based on their interactions.

Guided Sales Processes

In addition, the updated release improves features related to business process management (BPM) that originally debuted with Microsoft Dynamics CRM 2013. The new version includes a branching capability so organizations can implement complex business processes. “The branch selection is done automatically, in real time, based upon rules defined during the process definition,” Microsoft explains.

For example, when a company is selling products or services, it can configure a single business process flow, which ultimately splits into two branches — one specific to products and the other for services.

Product Families

With Dynamics CRM 2015, Microsoft says sales teams will be more effective thanks to new features for bundling products and recommending related products for cross-sell and upsell opportunities. Sales managers can easily configure product offerings that bundle related products together. They can then provide tailored price lists so sellers can position the best products at the best prices.

With a host of new functionality, Microsoft is betting Dynamics CRM 2015 has what it takes to get the job done.

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.

Although CRM systems can be extremely helpful in your marketing efforts, many marketers struggle to use them effectively. Advanced technology is difficult for many of our clients, and anyone really, to get the hang of by themselves, but with some proper help they can get it going in no time.

I recently attended a meeting where a group of small business owners shared with me that their Customer Relationship Management (CRM) systems were so complicated to use, and difficult to set up. These were smart business owners, with experience in business – but CRM was a challenge for them.

During our discussion we came up with two solutions.

The business owners who succeed at implementing marketing campaigns don’t first use their CRM system. No, the first tools they use are pens (or pencils) and paper.

What they do is map out their marketing campaigns.

They think about what actions they want a potential customer to take when first coming in contact with the company via their website, email newsletter, social media, or other entry point.

By mapping out your marketing campaigns, before you even use your CRM system, you’ll have a better perspective and feel for how your prospects and customers will interact with your education or sales content.

If you’re just receiving email addresses into a form and sending out an email newsletter, you don’t need to put much thought into that. However, don’t you want to go BEYOND just email marketing? Would you like to do better at educating your customers so they buy from you? And ensure you wow them at just the right time? To do this you need a more detailed and thoughtful marketing plan. It can be simple, but it must be effective.

The second thing I learned is that some of the most successful companies that succeed at CRM rely on an expert to help them. While small business owners can do a lot on their own, CRM, like accounting, law, building construction, and other things, is best done in partnership with an expert, so you can focus on growing your business.

How can expert help? Marketing experts can best help because first, they know the detail of the CRM system. So they’ll save you the time in knowing the ins and outs of the system. Secondly, your hired help will guide you into creating a marketing plan that’s best for your business and can get you the best results you want.

During our discussion, many of the users wanted to customize their CRM Software Services Perth to make it work with other software. A good programming can do this for you. Furthermore, out of the box, CRM systems are not made for YOUR business specifically. A marketing consultant can help you customize it so it’s fine-tuned for your company.

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.

CRM Perth was very interested to know that dollars spent on CRM implementation weren’t harmed by economic turmoil! It turns out that when things aren’t economically favourable, skimping on the systems which enable your business to grow and leverage your database of clients can be lethal!
If you are still doubting the impact CRM Customer Relationship Management technology is making right now, then take a look at the recent research by Gartner, showing CRM spending in Europe remaining strong in spite of the continuing economic problems. In a survey conducted in 30 countries, 50% of 102 businesses and 20 industries in the last quarter of the previous year intend to increase spending at an average of 2.5% on CRM projects this year.

Opportunity Knocks

Apart from the considerable opportunities for CRM vendors, this also shows that enterprises still hold customers at great importance, at least in Europe. Enterprises are also willing to invest in technology to develop customer relationships and keep those relationships healthy.

The results are similar with those of a wider study on global CRM spending published last month. It showed that CRM spending is driven by five areas of technology:
• Mobile
• Social
• Cloud
• Big Data
• Internet of Things

Gartner estimated that, globally, CRM investments would rise to $23.9 billion this year, 49% of which are due to cloud-based technologies.

Presently, more than 40% of all CRM deployments are attributed to software as a service (SaaS) or cloud-based CRM deployments. And these are likely to increase and reach 50% in 2015, as more enterprises look into agile technologies which can respond to business challenges.

The European survey gives more insight into the trends, although the study may be considered regional. However, businesses in Europe and the US are strongly linked. So what applies in the US may also apply in Europe, and vice versa.

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.

When it comes to CRM, there are only a couple of standout players. CRM Perth thinks that each player is trending in ways that should not be ignored. Since we mostly consult for Microsoft Dynamics, it is quite common for us to look at other CRM systems. CRM Consultant will take these measures rather frequently. It is one of the best ways to determine if a system is cheaper or better.

Speaking as a CRM Perth Consultant, this is just a brief summary of the things that I like about the other top CRM systems that are on the market right now.

CRM Consultant Perth, I like the basic progression that has taken place in the customer-facing market, but it was a little disorganized. I also like that many technology companies are attempting to do other things besides sell technology products and services. All of the top four companies in this area are doing great things, and they should give themselves a pat on the back.

1) Microsoft. Our company is a Perth consultant for this company. In terms of creating networks that supply consumer to business end-to-end and not only the front or back office technology, Microsoft does this better than most companies out there. A lot of this technology does a great job of supporting and driving the actions of the people that use it. It is predicted that within the next few years, Microsoft is projected to have revenues of about $100 billion, and 98% of this will be earned via their network.
2) Oracle. This company is concentrating on service, marketing clouds and service. All of these things are very user friendly.
3) Salesforce.com. When it comes to the customer-facing market, this company continues to be the best. It may have taken the company over ten years to do it, but Salesforce Perth now has the platform to do what it has always wanted to do.
4) SAP. This company knows what it is doing when it comes to messaging around the customer. In fact, it is one of the first top companies to get it right. SAP is also tops in terms of field service application. As a Perth consultant, I would say that it is much better than others. When you consider the other major players in the game, this is a huge nod in their direction.

Speaking as a Perth consultant, this is just a brief summary of the things that I do not like about some of the top CRM systems that are on the market right now. I’m going to tell you something major about each that worries me.

1) Microsoft. Although they are steadily progressing, Microsoft still is not on point with messaging. The market has a hard time reading their mixed messages. This has to change because the company is on point when it comes to customer-facing applications. It is time for everyone to take notice.
2) Oracle. This company is really into customer experience messaging, but this is not the right message to send to the marketplace. This does not give Oracle the opportunity to create networks. Network creation is a necessity for big CRM companies to be successful.
3) Salesforce.com. This company is growing quickly. It is also becoming much more automated and losing some of its creative juices. Creativity is what makes this company stand out.
4) SAP. This company is so entangled in its own company politics that it has difficulty concentrating on anything else such as CRM.

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.

Everyone knows that big data is a big deal, and the potential can be realized through CRM. Big data may not be a new concept, but CRM Perth is interested in Microsoft’s Dynamic 2015 capacities that can be used for clients, and this is why CRM Perth is concerned about the legislative news that has been surrounding it.

Last week the White House talked about online privacy, as well as tracking with a review that was conducted on Big Data, as well as privacy issues. CRM Perth does not know what type of impact it will have, but continue to read on to find out what the potential impact could be.

The Impact

CRM Perth does not know what the impact will be, as it remains unseen. However, CRM Perth has learnt that the report calls for numerous measures to be taken, such as a consumer bill of privacy rights, a national data breach legislation, as well as an amendment to the ECPA, also known as the Electronic Communications Privacy Act.

CRM Perth also learnt that the report is also recommending making do-not-track tools stronger for location technologies. CRM Perth has found out that some of the proposed legislation. Some of the proposed measures do not require action by congress.

With that said, CRM Perth believes that the measures have a steep climb to make.

A Rollback

As a professional CRM Consultant agency, we feel obligated to mentioned that there are numerous legislative initiatives to roll back oversight in regards to the mobile medical device space, and this is detailed in the Healthcare Law Blog by Sheppard Mullin. As a professional consultancy agency, we recommend reading the contents of that blog.

As a leader in the CRM consultancy industry, we believe that members of Congress will not be too reactive in the area that concerns medical privacy issues.

Big data is not going anywhere soon, and most consultancy agencies will tell you that. Also, assuming that it is here to stay, you may want to receive some consultancy, and this is why you should contact the best CRM Consultancy Agency in Perth. If you need CRM Consultant, then contact our CRM Perth consultancy agency today at enquiry@CRMperth.com.au and find out how you can use Microsoft Dynamics CRM for your business. The sooner you contact us, the sooner you will be able to leverage big data and increase profits for your business.