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Tribridge

Tribridge

Three-time Microsoft Dynamics Worldwide Partner of the Year, Tribridge specializes in all Dynamics products (CRM, AX, GP, NAV and SL), Microsoft .Net development, SharePoint and other essential productivity solutions. Tribridge is dedicated to helping customers leverage cloud and on-premise business solutions to become more productive, profitable, competitive, and secure. Tribridge offers extensive industry experience and technological savvy to help you assess, design and implement the ERP system that is right for your business challenges.

Tighten the focus on enhancing the customer experience for business and consumer customers alike, as opposed to continually trying to attract new customers. That includes examining and, if need be, upgrading contact center and self-service tools including IVR and Web sites.

CRM Software

Can Your CRM Evolve as Fast as Your Customers? (Part 10b)

Also consider adding automated outbound notifications. This may also mean connecting existing on-premise ERP applications such as financials, purchasing and supply chain. This will further tighten    integration and expand access to available customer and operations data.

Mobile is becoming the customers’ preferred communications means for multiple channels. Mobile-enable CRM applications and external and internal Web sites to serve customers and workforces using these devices, ensuring that mobile applications are connected into the contact center for seamless transition from channel to channel.

Build in and integrate with CRM real-time social media tracking, analysis    and reporting. Add to this collaboration (contact management, surveys and activity charts) and marketing tools such as e-mail, profiles and mobile applications.  Turbocharge customer referral value by accounting for customers’ influence with others via social media, and give this metric greater weight in assessing customers’ total lifetime value.

Applying BI and predictive analytics to data in real time is important to    knowledge discovery about the customer while supporting marketing, sales and customer service operations. Mining data provided by analytics, applying mathematical models to it, and building targeted marketing initiatives with it helps connect the business manager to the needs of their customer. The benefit for the marketer is to see response rates climb as a   result of marketing initiatives and to help validate the ROI from the CRM system in the process.

The challenge to midsize businesses is clear: you need to adjust your CRM strategy to market, sell to and service customers on their terms, consistently, across all channels. But how? Every company will be different, but there is a set of critical points you must consider when evaluating a new approach to your CRM planning:

CRM Software

Can Your CRM Evolve as Fast as Your Customers? (Part 10a)

The challenge to midsize businesses is clear: you need to adjust your CRM strategy to market, sell to and service customers on their terms, consistently, across all channels. But how? Every company will be different, but there is a set of critical points you must consider when evaluating a new approach to your CRM planning:

Examine the goals you are trying to reach. Understand what CRM is and the business functions this software and others that support it, including analytics, data integration and collaboration are intended to enable. See what specific objectives these tools can meet, how long they will take to get there and at what costs, and determine the returns.

Seek out and get buy-in from the very outset with all stakeholders: senior    management, marketing, sales, customer service/contact center and IT. Find out their pain points with the firm’s existing sales and customer care processes. Discover their thoughts and suggestions for solutions: what they want to see and avoid. Ask their opinions of and uncover any    reservations they have about CRM and other related tools in order to deal head-on with any strongly held views they may have on this technology— traditional CRM has earned a bad reputation.  The IT department can be an important ally during this process. They can help senior leadership to better understand the technology requirements on the infrastructure in order to deploy and maintain a CRM platform such as modularity and open-sourced software.


CRM is about knowing customers and meeting their specific needs to gain their patronage and loyalty, as well as new customer referrals.

CRM Software

Can Your CRM Evolve as Fast as Your Customers? (Part 9b)

It is treating all customers well and exceptional customers exceptionally well, with a level of service that ensures profitability. Midsize firms can leverage this smarter approach to CRM to combine the best attributes of a large enterprise and a small business. Today they can have at their fingertips the insights needed to provide the high-quality experiences that today’s customers are demanding—and to do it profitably.

The smarter approach to CRM is a powerful customer engagement methodology for midsize businesses looking to build customer loyalty and gain market share, particularly in a slow economy. As a manager in a midsize business, take a close look at the goals you are trying to reach. Do you have actionable data to know and service your customer better? Have you considered a mobile strategy? Are your contact center agents able to collaborate seamlessly, and are your marketing programs automated based on real-time data?  If these types of questions are top of mind, it may be time to reexamine your customer engagement strategy and  see if a smarter approach to CRM would help you address these and other questions.

Continued in Part 10

 

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