5 Cara agar tim sales Anda gunakan CRM

If you’ve got a sales team that you’ve tried to get to use Customer Relationship Management software, you can probably attest to the fact that it’s often a difficult chore. No one likes change, especially when it comes to technology (unless, of course, it’s the iPhone 6. That’s another matter entirely.)

But you as the business owner know that implementing this CRM system will help you capture more opportunities and stay in better touch with your leads, so you really, really want your team to use it. Rather than forcing them to use it, these five tactics are better strategies for encouraging adoption of your new CRM.

1. Get them involved early and often

If you didn’t include your sales team — the people who will actually use the CRM — in the selection process, they may not feel vested in it. So it’ll be hard to get them excited about it. On the other hand, if you include your team in the selection of the CRM platform and its implementation, they’ll want to get involved. Give your team a voice, and they’ll feel like they were part of the decision to adopt this software.

2. Fit the CRM to your processes

Your business is unique, and the way you use CRM will be unlike how any other company uses it. And that’s a good thing.  Taking the time to configure and fit the CRM to your business processes will make it more intuitive to your staff, and encourage them to use it to make their work easier.

3. Incentivize usage

Everyone loves a little fun in the office, so try giving your team more reasons to try out the CRM. For example, at the end of the month offer an extra vacation day for the user that enters in the most call notes. Some CRMs use gamification to encourage usage, and you’d be surprised how quickly people will cotton to the software when there’s a healthy competitive reason to do so.

4. Keep data clean

Nothing demoralizes a user more than when he looks up “ABC Inc.” and there are five duplicate records in the database. Data stewardship — the act of ensuring there are no duplicates and that data is clean — provides confidence and builds trust with users. If your team knows the data in your CRM is up to date and scrubbed clean, they’ll opt to use it over your legacy system.

5. Integrate the CRM with other systems

On a typical day, your sales team uses a number of applications to get their work done. If your CRM is connected with the other core system(s) your team uses, then your staff will quickly realize the benefit of avoiding double entry or looking up the same info in two different systems. Integration between these systems will prove to be a real time-saver, and who can’t get on board with that?

Be patient but firm when implementing the CRM system. Make it clear that it provides real benefits to not only the company but also each salesperson, and that you’re willing to provide the training necessary to really dig into maximizing the effectiveness of this as a sales tool.

Read more at http://www.business2community.com/sales-management/5-ways-get-sales-team-actually-use-crm-0976770#YXQ7fIkdPXHeokjE.99

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CRM masa kini

The Modern CRM

Its Not Your Mother's CRM Anymore

Published 10:01, 05 August 14

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CRM technologies are over two decades old. Companies first used them to provide “inside-out” efficiencies;operational efficiencies for sales, marketing and customer service organizations when interacting with customers.

They aggregated customer data, analyzed that data, and automated workflows to optimize customer engagement processes. Companies could easily argue business benefits by measuring operational metrics like reducing marketing costs, increasing revenues from sales people, decreasing sale cycle times, better pipeline visibility, decreasing service resolution times and more.

Because of this quantifiable ROI, CRM became a must-have in large organizations. This strong demand prompted CRM vendors to tackle huge swaths of business problems, and fueled ongoing innovation and consolidation in the marketplace. Today, much of CRM technology is commoditized, and leading vendors offer competitive solutions, choke-full of features and functions, including deeply verticalized solutions.

Being successful at CRM today builds upon yesterday’s internal operational efficiencies and extends the power of these solutions to better support customers through their end-to-end engagement journey to garner their satisfaction and long term loyalty - an “outside-in” perspective. Modern CRM strategies enable good customer experiences. They support customer interactions with one another over a range of social, digital and mobile channels. How? By leveraging the vast amounts of interaction and transaction data to deliver contextual experiences that add value to the customer, and preserve the value of the company brand.

How do you modernize your CRM?

1. Align your CRM strategy with your customer experience strategy. Uber does this right. Their customer experience is journey is streamlined for minimum friction. For example, when you sign up, your payment information is accepted by a quick scan of a credit card. When you requests car service, the driver and car details are displayed, and progress can be tracked via GPS. Transactions are effortless as no money change hands. And when you need customer service, its effective and personalized.
2. Focus CRM outcomes on revenue uplift, not operational efficiencies. Don't focus on intricate cost-based justifications for CRM - focus on business outcomes which quantify the value of driving higher levels of revenue and company profitability through winning, serving, and retaining customers and enabling the workforce to be more productive and aligned to customer strategies.
3. Leverage CRM to support the end-to-end customer journey. Customers are increasingly impatient as they engage with companies. They want to use multiple communication channels and touchpoints in the course of a single interaction, and not have to repeat their situation every time they switch channels. For example, they want to start a return process online, and drop the merchandise off in a store; or they want to purchase merchandise online, and pick it up in a store. You must elimitate points of friction in your customer journeys.
4. Deeply personalize engagement. Customer experiences must be deeply personalized, based on explicit and implicit feedback about customer needs and preferences, and must be delivered in the moment, taking into account a person’s current state and location. Weight Watchers does this well, tracking member online and offline behavior to tailor plans that can transform their health.
5. Extend CRM by leveraging integrations. Welcome to the Internet of Things. With modern services and standardized APIs, it's easy to use lighter-weight CRM solutions, or best-in-breed applications, allowing organizations to purchase just what they need and integrate it into a larger technology ecosystem, rather than trying to purchase a massive application that covers every eventuality. A great example is New England Biolabs, a supplier of specialized enzymes and reagents for DNA research, who connects freezers in scientist labs to the internet to track inventory, and product usage. They use this information to better tailor formulas to scientists specific needs.
6. Engage users simply. Face it, most people hate using CRM, as data entry and retrieval is hard to do. CRM success demands role-based, simplified user interfaces. User experiences should be task-based and map to common processes, which proactively display relevant information such as the products that the customer owns, the services they subscribe to, and what customer tier they’re in.

Read my report on the Modern CRM for some great case studies.

Posted by Kate Leggett

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3-M kendala UKM yang sebenarnya

Kendala UKM yang sesungguhnya adalah :
1. Marketing
2. Management
3. Modal

Seringkali kita terjebak pemikiran bahwa kendala yang dipersepsikan di awal bagi sebuah usaha UKM adalah
1. Modal
2. Manajemen
3. Marketing

Dalam kenyataan nya terbalik, malah kendala Marketing dulu yang menjadi hal penting utama. Karena dengan modal yang sangat terbatas , UKM dapat berjalan. Tanpa Marketing maka UKM akan mati, tidak ada Customer , tidak bisa berkembang. Jadi fokuskan UKM Anda untuk bisa menjual dirinya, menjual produknya , menjual jasanya.

Jadi yang harus dikuasai adalah teknik Marketing, bagaimana menjual produk dan jasa Anda.

Berikutnya barulah begitu peluang banyak, order banyak datang, UKM akan mengalami kesulitan untuk mengelola dirinya. Mulai dari yang paling simple saja, seperti, siapa saja yang mereka kontak, mereka hubungi, para prospek UKM mereka. Apakah mereka memiliki data lengkap siapa saja mereka.

Berikutnya , apakah penawaran yang diberikan kepada calon pelanggan ini sudah sesuai, kapan terakhir diberikan, bagaimana update nya. Hingga mereka mendapatkan pekerjaan, produk mereka dibeli, kapan harus mulai menagih, kapan dibayar, duitnya masuk kemana ? Semua ini perlu manajemen yang baik, yang konsisten dan tepat, tapi dengan harga yang bersaing dan tidak mahal.

Maka menggunakan solusi manajemen berbasis open source menjadi pilihan utama. Dengan menggunakan komputer sederhana , konfigurasi komputer yang tidak tinggi, ataupun laptop yang murah, maka sistem CRM dapat dipasang, sistem dapat digunakan untuk memonitor peluang, prospek, penawaran yang diberikan , hingga Invoice yang diberikan sebagai bukti tagih. Tidak hanya itu, sistem memungkinkan untuk menerima peluang dari dunia internet, dunia yang selama ini sulit dijajah oleh UKM.

Berikutnya apabila UKM telah berkembang dan membutuhkan dana, barulah bicara pemodalan.

Jadi , masalah UKM yang sebenarnya adalah Marketing, manajemen dan barulah modal.

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Kapan bisnis Anda perlu CRM ?

Despite lots of publicity from suppliers and positive comments from independent observers such as ourselves many people are still put off by the “techie connotations” of the term CRM (Customer Relationship Management) and its reputation for complexity and don’t believe it could help them. 

Steve Orriss, Director and Lead Consultant at the National B2B Centre and CRM expert, examines just a few of the business issues that small businesses face and how CRM could help.

Introduction

Interest among our small and medium sized clients about CRM systems has never been greater. It’s a combination of everybody trying to squeeze every last drop of efficiency out the organisation and the increased availability of low-cost CRM tools from Cloud based providers.

Our perspective is, though, that CRM is talked about too much from a technical perspective that over-emphasises functionality over business benefits. What this article seeks to do is highlight some of the real problems that small and medium businesses face and provide an understanding of how a CRM system would resolve those issues.

Customer data held in disparate places

For many businesses important, valuable information about customers ends up being held in a variety of places in a variety of formats – Excel spreadsheets, accounting systems, Outlook, Filofax etc.

Not having a single source of data leads to wasted time trying to piece together a complete view from different systems. In the short term people find workarounds that allow them to cope with this. For growing companies, though, as new staff come on board the training overhead is increased and eventually the workarounds just don’t work anymore.

CRM is about creating a single view of the customer that everybody in the organisation can see and which they can all, potentially, update based on each interaction they have. 

Ineffective Marketing Campaigns

Not having all of your data in one place is a very obvious obstacle to implementing successful email, telephone or mail based marketing campaigns. It won’t help either that this situation always leads to inaccurate or duplicated customer information –increasing your operational costs and irritating the recipients.

What CRM systems bring is the ability to truly manage marketing campaigns. 

Importantly they provide facilities to group your client and prospect lists into specific target segments based on factors such as;

·         Location

·         Industry

·         Previous purchases

·         Demographics etc.

The segmentation process makes it much easier to define specific messages for specific target market sectors. For those of you still blasting out the same material to everybody on your marketing list this could be a decisive step in improving campaign effectiveness. 

You’ll also be able to track what happens during the campaign and take decisions based on this information. A poor response to telephone calls in one geographical area might mean changes are made to a script or perhaps a particular operator is struggling to make appointments and needs some further training. 

Sales Pipeline Problems

For many small businesses the idea that the sales process is anything more than making the best product and then selling it to first person that offers you a “decent” price can come as a shock.

The concept of the Sales Pipeline is that a sale consists of a series of steps (usually defined as 8 or 9) starting with an initial contact, working various stages of understanding client needs and negotiation, and finishing with a completed transaction. Importantly the different stages take different amounts of time and effort to complete and prospects may drop-out of the pipeline at anytime.

Companies that don’t have this concept in mind often face some major issues. The first problem is that they have no sense of whether they are pursuing enough sales opportunities to deliver the amount of orders they need to stay in business. Secondly they can’t accurately forecast resource or raw material requirements, which mean that they might either have excess stock or insufficient people to fulfil orders. A third problem often occurs in growing businesses taking on a new sales team member and realising it is not possible to measure their contribution.

CRM systems provide the functionality that allows the sales pipeline process to be embedded in an organisation and the tracking mechanisms, which allow the pipeline to managed and measured on a daily basis.

Lost Revenue Opportunities

Each new customer engagement provides the chance to cross-sell (buy additional complementary products) or upsell (buy a more expensive product). When your product portfolio is limited this process may be relatively easy. As the portfolio expands and selling is devolved to less experienced staff then more guidance is required.

Equally each new lead or prospect into the business needs to be followed up by the right people, with the right information at their finger tips, to ensure they are converted into new customers.

CRM is about providing your staff with a structured approach to client interactions. This is partly about providing a process for people to follow and also linking the process to the needs of specific clients. 

So ultimately it is possible to provide some form of customised script that allows staff to make specifically focused offers to customers based on previous purchases and requests or feedback that have been made in the past.

Wasting Customer Feedback

For many small businesses there often simply isn’t a convenient place to record different forms of customer feedback. An angry customer phone call might generate a conversation round the office but what about more subtle feedback? For instance, clients are asking if a particular change could be made to a service (an improvement opportunity) or spotting an increase in product returns (lost revenue and increased costs).

What CRM systems allow you to do is firstly capture important information from clients but also to do something with it. Firstly share the information to relevant people in the organisation through, say, alerts and reports. Secondly build in the lessons of the feedback into an improved process so that mistakes don’t get continually repeated.

Summary

This is just a high level perspective on the business benefits of CRM. What we find interesting is that with every implementation that we have been involved with there are always a range of additional benefits, both intended and accidental.

The benefits stem from the control that companies suddenly have over the way they operate and their ability to see things that were not previously visible. Things like which customers are actually profitable or which staff are the most productive.

To discover if CRM could benefit your business or to understand how best to choose and implement a system contact me for a free, initial consultation.

Steve Orriss
Lead Business Consultant, the National B2B Centre
steve.orriss@nb2bc.co.uk 

02476 620158

©The National B2B Centre Ltd. 2011

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Fokuskan kerja tim Sales Anda.

Salah satu keunggulan menggunakan sistem CRM adalah dengan membantu Sales untuk memfokuskan usahanya.

Prospek yang telah diketahui potensinya disebut dengan Opportunity.

Opportunity ini kemudian didaftarkan oleh Sales dalam sistem CRM vTiger.

Dengan mendaftarkan ini, si Sales sudah mengetahui potensi pendapatan / Target yang akan dicapai dari  pelanggan ini.

Selanjutnya Sales tinggal melakukan aktifitas Sales seperti melakukan follow up dll. Semua aktifitas Sales untuk 'mengejar' Opportunity ini dicatat dalam sistem, baik Call, Meeting ataupun Event lainnya.

Sales Manager tinggal memonitor perkembangan Opportunity ini dari sistem CRM dan dalam pertemuan sales mereka. 

Kemudian Sales bisa mengirimkan penawaran (Quote) ke pelanggan ini, dan memfollow-upnya kembali.

Setelah mendapatkan sinyal positif untuk mendapatkan pekerjaan , maka Sales tinggal menunggu PO / SPK .

Sales Order dicreate setelah mendapatkan PO/SPK. Dan mengganti status Opportunity menjadi Closed Won.

Apabila belum berhasil, maka Sales dapat mengganti status Opportunity dengan Closed Lost.

Dengan melakukan fokus, maka Sales akan mendapatkan hasil yang lebih optimal.

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Gunakan vTigerCRM untuk bisnis Anda (1)

Dalam sistem CRM, khususnya vTigerCRM, maka ada beberapa proses yang bisa kita lakukan. Proses ini dihandle oleh modul-modul.
Kita akan membahasnya secara singkat.

Marketing:
1. Webforms - sistem dapat membuat page / html yang bisa dimasukkan ke dalam website kita, sehingga ini bisa digunakan untuk menangkap Lead yang masuk via website.

2. Email Campaign - kita bisa menjalankan Campaign / Kampanye dan mendaftarkannya ke dalam sistem di modul Campaign. Modul ini akan mencatat nama Kampanye, kapan mulai-akhir, besar anggaran, besar target.

Berikutnya adalah LEAD management.
Lead = prospek = calon konsumen

Semua lead, baik yang datang via:
- email
- website dengan webforms / lainnya
- telepon masuk
- pertemuan / meeting
- bertemu di pameran
- dan semua hal yang mungkin kita catat sebagai prospek

Semua ini didaftarkan di modul LEAD.
Kita akan mendaftkan :
- nama
- kontak telepon / email
- nama perusahaan
- ketertarikan terhadap produk / jasa kita
- bagaimana kita bertemu / dapat prospek ini
- industri prospek kita
- perkiraan pendapatannya
dan banyak lagi yang bisa kita perkaya.

Selanjutnya prospek ini akan kita follow up, baik dengan :
- meeting / visit / pertemuan
- telepon
- email

Semua aktifitas sales ini akan dicatat di CALENDAR. Jadi semua pertemuan, telepon, meeting, follow , dicatat di Calendar.

Sales Manager & Sales akan melakukan sortir terhadap LEAD yang masuk, dan melakukan filter dengan memberikan RATING.

Apabila prospek memberikan respon, dan meminta penawaran (QUOTE), maka Sales dapat mengubah menjadi CONVERT LEAD dan secara otomatis informasi perusahaan dan kontak masuk ke dalam sistem (ORGANIZATION & CONTACTS). Dalam satu Organization bisa mencakup banyak Contacts.

Lead yang kita daftarkan dapat langsung kita daftarkan peluangnya (OPPORTUNITY), dengan memasukkan target pendapatannya.

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(c) CRM Indonesia - Fanky - 08121057533

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Bagaimana UKM menggunakan CRM ?

Dengan menggunakan CRM, sebuah usaha khususnya Usaha Kecil Menengah (UKM) dapat dengan mudah mengelola :

1. Prospek = LEAD

    Dengan mendaftarkan semua peluang / prospek / LEAD yang didapat, maka UKM dapat dengan mudah menindaklanjuti. Hal ini terjadi karena umumnya UKM mengelola sumber daya penjualan yang terbatas. Jumlah sales yang terbatas dan banyak memang bukan melulu kendala untuk keberhasilan penggunaan CRM. Tapi dengan melakukan track yang ketat khususnya terhadap LEAD yang ada, maka UKM dapat segera menindaklanjuti dengan tepat dan cepat.

2. Peluang = POTENTIAL = OPPORTUNITY

Pada saat LEAD telah didaftarkan, pengusaha UKM dapat menjadwalkan waktu kunjungan dalam CALENDAR, dan mendapatkan informasi peluang2 yang mungkin didapat. Peluang yang ada didaftarkan di POTENTIAL / OPPORTUNITY. Dengan produk / solusi yang ditawarkan, maka UKM dapat menangkap peluang dan angka target penjualan yang diharapkan.

3. Penawaran = Quotation

Salah satu hal yang mungkin sering hilang dalam pengawasan pengusaha UKM adalah penawaran / quotation yang ditawarkan oleh tim salesnya. Dengan mendaftarkan seluruhnya ke dalam sistem CRM, maka Quotation dapat dengan mudah ditrack, di-follow-up dengan cepat dan tepat.

4. PO Customer = Sales Order

Pada saat PO datang, pengusaha UKM harus segera mempersiapkan memberikan produk / solusi terbaik. Maka didaftarkan SALES ORDER dengan cepat, dengan hanya menekan tombol create dari Quotation yang pernah disampaikan.

5. Pembelian ke supplier / vendor = Purchase Order

Pengusaha UKM juga sering direpotkan dengan pembelian-pembelian kepada supplier / Vendor. Sistem CRM juga telah memungkinkan mencatat pembelian dengan membuat PO ke supplier. Informasi Vendor juga dicatat dengan tepat.

6. Menagih ke customer = Invoice

Seiring dengan selesainya pengiriman barang / solusi yang diberikan, maka UKM dapat menagih. Hanya dengan membuat Invoice, maka informasi penagihan dapat disampaikan ke customer.

Seluruh sistem ini tercatat dengan baik dalam sistem CRM dan seluruh report dan aktifitas terkait dengan seluruh kegiatan ini dicatat. Kemudian, hasil output dari sistem bisa digunakan untuk analisa Laporan Keuangan dengan menggunakan aplikasi lain.

Semua ini hanya cukup menggunakan 1 aplikasi, yaitu vTigerCRM versi komunitas.

Silahkan kontak kami untuk implementasi dan trainingnya.
Mobile: 0812-1057533
email: crm@dayaciptamandiri.com

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Mengapa Anda perlu CRM ?

The better a business can manage the relationships it has with its customers the more successful it will become. Therefore IT systems that specifically address the problems of dealing with customers on a day-to-day basis are growing in popularity.

Customer relationship management (CRM) is not just the application of technology, but is a strategy to learn more about customers' needs and behaviours in order to develop stronger relationships with them. As such it is more of a business philosophy than a technical solution to assist in dealing with customers effectively and efficiently. Nevertheless, successful CRM relies on the use of technology.

This guide outlines the business benefits and the potential drawbacks of implementing CRM. It also offers help on the types of solution you could choose and how to implement them.

• Why CRM?
• Business benefits of CRM
• Types of CRM solution
• How to implement CRM
• Potential drawbacks of CRM
• Questions for CRM suppliers

WHY CRM?

In the commercial world the importance of retaining existing customers and expanding business is paramount. The costs associated with finding new customers mean that every existing customer could be important.

The more opportunities that a customer has to conduct business with your company the better, and one way of achieving this is by opening up channels such as direct sales, online sales, franchises, use of agents, etc. However, the more channels you have, the greater the need to manage your interaction with your customer base.

Customer relationship management (CRM) helps businesses to gain an insight into the behaviour of their customers and modify their business operations to ensure that customers are served in the best possible way. In essence, CRM helps a business to recognise the value of its customers and to capitalise on improved customer relations. The better you understand your customers, the more responsive you can be to their needs.

CRM can be achieved by:

• finding out about your customers' purchasing habits, opinions and preferences
• profiling individuals and groups to market more effectively and increase sales
• changing the way you operate to improve customer service and marketing

Benefiting from CRM is not just a question of buying the right software. You must also adapt your business to the needs of your customers.

BUSINESS BENEFITS OF CRM

Implementing a customer relationship management (CRM) solution might involve considerable time and expense. However, there are many potential benefits.

A major benefit can be the development of better relations with your existing customers, which can lead to:

• increased sales through better timing due to anticipating needs based on historic trends
• identifying needs more effectively by understanding specific customer requirements
• cross-selling of other products by highlighting and suggesting alternatives or enhancements
• identifying which of your customers are profitable and which are not

This can lead to better marketing of your products or services by focusing on:

• effective targeted marketing communications aimed specifically at customer needs
• a more personal approach and the development of new or improved products and services in order to win more business in the future

Ultimately this could lead to:

• enhanced customer satisfaction and retention, ensuring that your good reputation in the marketplace continues to grow
• increased value from your existing customers and reduced cost associated with supporting and servicing them, increasing your overall efficiency and reducing total cost of sales
• improved profitability by focusing on the most profitable customers and dealing with the unprofitable in more cost effective ways

Once your business starts to look after its existing customers effectively, efforts can be concentrated on finding new customers and expanding your market. The more you know about your customers, the easier it is to identify new prospects and increase your customer base.

Even with years of accumulated knowledge, there's always room for improvement. Customer needs change over time, and technology can make it easier to find out more about customers and ensure that everyone in an organisation can exploit this information.

TYPES OF CRM SOLUTION

Customer relationship management (CRM) is important in running a successful business. The better the relationship, the easier it is to conduct business and generate revenue. Therefore using technology to improve CRM makes good business sense.

CRM solutions fall into the following four broad categories.

Outsourced solutions

Application service providers can provide web-based CRM solutions for your business. This approach is ideal if you need to implement a solution quickly and your company does not have the in-house skills necessary to tackle the job from scratch. It is also a good solution if you are already geared towards online e-commerce.

Off-the-shelf solutions

Several software companies offer CRM applications that integrate with existing packages. Cut-down versions of such software may be suitable for smaller businesses. This approach is generally the cheapest option as you are investing in standard software components. The downside is that the software may not always do precisely what you want and you may have to trade off functionality for convenience and price. The key to success is to be flexible without compromising too much.

Custom software

For the ultimate in tailored CRM solutions, consultants and software engineers will customise or create a CRM system and integrate it with your existing software.

However, this can be expensive and time consuming. If you choose this option, make sure you carefully specify exactly what you want. This will usually be the most expensive option and costs will vary depending on what your software designer quotes.

Managed solutions

A half-way house between custom and outsourced solutions, this involves renting a customised suite of CRM applications as a tailored package. This can be cost effective but it may mean that you have to compromise in terms of functionality.

HOW TO IMPLEMENT CRM

The implementation of a customer relationship management (CRM) solution is best treated as a six-stage process, moving from collecting information about your customers and processing it to using that information to improve your marketing and the customer experience.

Stage 1 - Collecting information

The priority should be to capture the information you need to identify your customers and categorise their behaviour. Those businesses with a website and online customer service have an advantage as customers can enter and maintain their own details when they buy.

Stage 2 - Storing information

The most effective way to store and manage your customer information is in a relational database - a centralised customer database that will allow you to run all your systems from the same source, ensuring that everyone uses up-to-date information.

Stage 3 - Accessing information

With information collected and stored centrally, the next stage is to make this information available to staff in the most useful format.

Stage 4 - Analysing customer behaviour

Using data mining tools in spreadsheet programs, which analyse data to identify patterns or relationships, you can begin to profile customers and develop sales strategies.

Stage 5 - Marketing more effectively

Many businesses find that a small percentage of their customers generate a high percentage of their profits. Using CRM to gain a better understanding of your customers' needs, desires and self-perception, you can reward and target your most valuable customers.

Stage 6 - Enhancing the customer experience

Just as a small group of customers are the most profitable, a small number of complaining customers often take up a disproportionate amount of staff time. If their problems can be identified and resolved quickly, your staff will have more time for other customers.

POTENTIAL DRAWBACKS OF CRM

There are several reasons why implementing a customer relationship management (CRM) solution might not have the desired results.

There could be a lack of commitment from people within the company to the implementation of a CRM solution. Adapting to a customer-focused approach may require a cultural change. There is a danger that relationships with customers will break down somewhere along the line, unless everyone in the business is committed to viewing their operations from the customers' perspective. The result is customer dissatisfaction and eventual loss of revenue.

Poor communication can prevent buy-in. In order to make CRM work, all the relevant people in your business must know what information you need and how to use it.

Weak leadership could cause problems for any CRM implementation plan. The onus is on management to lead by example and push for a customer focus on every project. If a proposed plan isn't right for your customers, don't do it. Send your teams back to the drawing board to come up with a solution that will work.

Trying to implement CRM as a complete solution in one go is a tempting but risky strategy. It is better to break your CRM project down into manageable pieces by setting up pilot programs and short-term milestones. Consider starting with a pilot project that incorporates all the necessary departments and groups but is small and flexible enough to allow adjustments along the way.

Don't underestimate how much data you will require, and make sure that you can expand your systems if necessary. You need to carefully consider what data is collected and stored to ensure that only useful data is kept.

You must also ensure you comply with Québec’s An Act respecting the protection of personal information in the private sector.

Avoid adopting rigid rules which cannot be changed. Rules should be flexible to allow the needs of individual customers to be met.

QUESTIONS FOR CRM SUPPLIERS

For many businesses customer relationship management (CRM) can be a large investment. Therefore it is vital to choose your supplier carefully. Making the wrong choice could be expensive and even jeopardise your business. Before implementing a solution based on CRM technology, you might want to ask any potential suppliers the following questions:

• How long has the supplier been established?
• What are the specific costs associated with the product, i.e. a one-off purchase price, an annual renewable license, a charge per user etc?
• Does the supplier offer any form of evaluation software so that you can try before you buy?
• How much is charged for technical support?
• Does the supplier provide consultancy and, if so, at what rates?
• Is the system scalable? If your customer base grows will the system expand to cope?
• Can the supplier recommend any third-party developers that make use of their core CRM products?
• Is there an active independent user group where experience and ideas can be freely exchanged?
• Can the supplier provide references for businesses in your industry sector using their software?
• Does it offer training in the CRM solution and, if so, at what typical cost?

Original document, Customer relationship management, © Crown copyright 2009
Source: Business Link UK (now GOV.UK/Business)
Adapted for Québec by Info entrepreneurs

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Apakah CRM itu ?

apakah CRM oleh crmIndo from Fanky Christian

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10 cara untuk menerapkan CRM pada anggaran yang ketat

Dengan ekonomi dalam keadaan rapuh dari pemulihan, kebutuhan untuk sistem CRM yang efektif adalah sama pentingnya seperti biasa. Tapi dengan anggaran masih sering ketat, ruang lingkup untuk memperkenalkan banyak teknologi yang dibutuhkan masih terbatas. Saya sering bekerja dengan perusahaan yang mencari untuk menerapkan teknologi CRM pada anggaran ketat, jadi aku menggambar pada pengalaman saya untuk berangkat 10 cara untuk menerapkan teknologi CRM lebih efektif biaya:

1. Dapatkan kebutuhan Anda dengan hati-hati dipetakan pertama. Semakin rinci spesifikasi kebutuhan Anda yang bisa Anda hasilkan, vendor lebih baik diposisikan adalah untuk memberikan harga perusahaan. Harga Firm memungkinkan Anda mengidentifikasi persembahan yang paling kompetitif, dan membantu Anda mengidentifikasi kemampuan yang dapat Anda lakukan tanpa jika Anda berjuang untuk mencapai anggaran. Banyak organisasi terburu-buru untuk memilih vendor dengan set tidak jelas persyaratan dengan harapan bahwa vendor akan mengembangkan spesifikasi final. Seperti dalam kepentingan vendor untuk memaksimalkan nilai komersial dari proyek, dan pada titik ini Anda cukup banyak terkunci dalam, Anda bisa mengharapkan untuk membayar sekitar 50% lebih dengan mengadopsi pendekatan ini

2. Anda tidak perlu pergi untuk merek premium. Sementara godaan mungkin untuk pergi untuk merek CRM terkenal, mereka mungkin tidak menjadi pilihan biaya yang paling efektif. Sebuah spesifikasi persyaratan yang ketat akan membantu Anda mengidentifikasi fungsi yang Anda lakukan dan tidak perlu, dan Anda mungkin menemukan bahwa pilihan biaya yang lebih rendah dengan nyaman dapat memenuhi kebutuhan Anda. Bahkan beberapa dari open source gratis dan biaya rendah komersial open source persembahan dapat mewakili rute yang layak maju jika kebutuhan Anda tidak terlalu canggih. Ini dianjurkan untuk melakukan due diligence berhati-hati, namun, untuk memberikan kepastian vendor yang Anda pilih akan tetap perdagangan dalam kondisi pasar yang lebih ketat.

3. SaaS tidak menurut definisi yang lebih murah. Meskipun apa perangkat lunak sebagai layanan (SaaS) vendor mungkin menyarankan, host perangkat lunak mungkin atau mungkin tidak lebih murah daripada on-premise alternatif, bahkan ketika hanya mengukur satu tahun biaya. Kecuali ada kebutuhan mendesak untuk menggunakan teknologi dengan cara tertentu, adalah bijaksana untuk tetap berpikiran terbuka antara host dan on-premise pilihan.

4. Toko sekitar. Organisasi sering membayar terlalu banyak karena mereka tidak perlu membatasi pilihan. Sebagai kasus di titik, kami baru-baru ini mengeluarkan RFP untuk sistem yang cukup sederhana, dan termasuk beberapa reseller untuk teknologi CRM yang sama. Perkiraan harga dari orang-orang reseller berkisar antara £ 30,000 - £ 150.000. Kita punya distribusi yang lebih terbatas kita mungkin berakhir membayar jauh lebih dari yang kami butuhkan, atau diskon teknologi berpotensi menarik.

5. Bernegosiasi dengan baik. Sementara anggaran Anda mungkin lebih ketat dalam ekonomi bawah vendor kemungkinan akan merasakan kesulitan itu juga, jadi ada umumnya banyak ruang untuk bernegosiasi. Sementara biaya perangkat lunak dan tingkat hari cenderung menjadi target utama untuk negosiasi, itu juga patut melihat jumlah layanan hari vendor mengusulkan untuk menentukan apakah mereka cocok untuk proyek tersebut. Jika ragu, berbicara dengan konsultan CRM independen, mereka sering dapat menambahkan banyak nilai di daerah ini untuk pengeluaran sederhana.

6. Jangan membebani pada perangkat lunak. Sudah ada miliaran pound senilai perangkat lunak yang tidak terpakai di luar sana duduk di rak-rak mengumpulkan debu, jangan menambahnya. Bisa ada kecenderungan untuk membeli perangkat lunak untuk kelompok yang lebih luas daripada benar-benar akan menggunakannya. Beberapa vendor CRM menghukum Anda untuk membeli perangkat lunak secara bertahap, sehingga sering membayar untuk memulai kecil dan menambahkan lisensi saat Anda membutuhkannya. Anda mungkin menemukan Anda perlu jauh lebih sedikit perangkat lunak daripada yang Anda pikir awalnya.

7. Keep it simple untuk memulai dengan. Ini biasanya cara terbaik untuk fase proyek. Hanya menerapkan dasar-dasar sering dapat menambahkan banyak nilai, dan kemampuan lebih lanjut dapat dengan mudah ditambahkan dari waktu ke waktu. Hal ini akan mengurangi jumlah biaya di depan, dan sebagai organisasi sering hanya melihat potensi yang realistis teknologi setelah mereka telah menggunakannya untuk sementara waktu, sering menghindari perkembangan gajah putih yang mahal.

8. Mengambil lebih banyak sendiri. Ada gunanya membayar vendor untuk melakukan tugas-tugas yang Anda dapat dengan mudah melakukan sendiri. Dengan banyak teknologi CRM saat ini menjadi sangat dikonfigurasi pengguna ada banyak ruang bagi organisasi untuk melakukan dasar-dasar sendiri dan membiarkan vendor menangani bagian yang lebih teknis menuntut.

9. Sewa pengembang. Beberapa penyebaran biaya yang paling efektif yang kita telah bekerja pada datang ketika kami dibayar untuk pengembang dari hari ke hari, sampai mereka di situs di mana kita bisa mengawasi mereka, meminta mereka untuk mematikan ponsel mereka, dan mengatakan kepada mereka apa yang kami ingin ditulis. Hal ini membutuhkan pemahaman yang baik tentang bisnis dan fungsional persyaratan dan pengetahuan tentang teknologi Anda menyebarkan, dan tidak dianjurkan dalam segala situasi, tapi kami telah menerapkan sistem di bawah 20% dari biaya awalnya dikutip beroperasi dengan cara ini sebagai lawan membiarkan vendor melakukan pekerjaan desain awal.

10. Gunakan pihak ketiga. Anda tidak harus menggunakan vendor untuk semuanya. Anda sering dapat menemukan mampu, pihak ketiga yang berkualitas dan kontraktor independen untuk melibatkan sebuah proyek tanpa harus membayar premi penjual. Situs seperti Freelancer.com dan oDesk juga dapat memperluas pilihan Anda dengan memberikan Anda akses ke pengembang hemat biaya yang terletak di seluruh dunia. Anda mungkin harus menyedot itu dan melihat beberapa kali sebelum Anda menemukan orang-orang yang memiliki keterampilan yang tepat dan bahwa Anda dapat bekerja dengan, tetapi sebagai harga sangat kompetitif Anda mampu beberapa palsu dimulai.
Dengan menggunakan imajinasi Anda dan menentang beberapa konvensi implementasi CRM, sungguh menakjubkan betapa efektif biaya sistem CRM dapat digunakan. Kadang-kadang keterbatasan anggaran dapat bermanfaat - kebutuhan adalah setelah semua ibu dari penemuan.

Richard Boardman adalah pendiri Mareeba CRM Consulting.
sumber: http://www.mycustomer.com/topic/customer-experience/10-ways-implement-crm-tight-budget

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