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One of the interesting trends continuing into 2015 is the rise of CRM deployed in the cloud. Gartner predicts that the percentage of companies with cloud CRM deployments will rise above 50% in 2015.
Why is this?
As with all technology, the pace of change is quickening. Just 5 years ago, for instance, most companies wouldn’t have considered social media very important. But now social listening tools have become critical to any progressive company’s strategy.
(NB: Social tools have become so essential that Microsoft Dynamics CRM 2015 now includes Social Listening for free, to companies who have more than 10 Professional-level users.)
The thing with on-premise CRM is this: every new development needs a costly new upgrade. With the number of updates and upgrades increasing, many companies have found it cheaper to switch to the cloud. This means less IT staff on-premise, lower IT infrastructure costs and a more adaptable platform for the future.
What this means to you: if you’re still using an on-premise CRM system, consider switching to the cloud. In many cases it will help you slash costs and avoid being caught out for expensive new upgrades.
Mobile capabilities becoming more powerful
One of the great benefits of CRM is that it allows sales teams to organise themselves more effectively. That means more time selling.
However, as salespeople spend more time out of the office in sales meetings and travelling it’s a well-known secret that CRM records often get left behind when moving around.
In the past many CRM apps have had limited functionality. But as time moves on, CRM vendors are investing in their mobile platforms to make them more powerful.
Microsoft have added voice commands to their Dynamics CRM app for Windows phones now. With voice commands, salespeople can bring up CRM records, add notes and get facts that can help them close more deals. No more excuses. It’s easy.
What this means for you: picking a CRM vendor with powerful mobile and tablet apps can help your salespeople close more deals, be better prepared for meetings, and report more accurately. That means you’ll be more likely to get impressive results in the coming year.
More powerful social listening tools
Social media is becoming ever more essential to all areas of business. As such, CRM is adapting so that your people can always have their ears to the ground.
The Social Listening tool has been enhanced with the Dynamics 2015 update. Marketers can get social insights displayed about your company’s brands and campaigns on the platform. (And it’s now free if you have over 10 professional users)
Likewise, salespeople can now access Social Listening information within the Dynamics CRM platform. This’ll give them the upper hand. They’ll be able to spot customer problems, find opportunities to upsell and add more value than salespeople at competing firms.
What this means to you: by investing in Social Listening tools you can empower your marketing and sales teams to be relevant and customer-centric with every single touch point. Ultimately this will lead to more connection, more sales and improved customer satisfaction… and that’s not to be sniffed at.
Bringing together Marketing, Sales and Customer Service Sales
For too long marketing, sales and customer service teams have worked in silos and are often stifled by barriers between departments. But the truth is if you can connect the dots and the data between those departments, you can get phenomenally better results.
CRM vendors have updated their platforms to encourage departments to collaborate and work together for the greater good.
One of the major areas for improvement in many companies is in aligning marketing and sales. Microsoft’s update to Dynamics CRM for 2015 includes a special Sales Collaboration Panel.
What this means for you: if you use an advanced CRM platform that aligns all your customer-facing departments, 2015 will be a year to remember for you. And perhaps more importantly, this will help you get ahead of companies that are still constantly catfight between departments.
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.
