Tags Posts tagged with "CRM"

CRM

As your business grows, it becomes more and more vital that you have impeccable customer service.

For even small companies can benefit from the right customer relationship management, though many believe that they are too small or too small-time to really utilize CRM software. This is completely false. When it comes to CRM, the only requirement is that you have customers that need to be contacted, questions and complaints that need to be handled, and the knowledge that software handling your customer relations is sometimes the best course of action. Zoho Vs. SugarCRM vs. Sales Force While it may seem logical to keep your CRM in house and to handle it on your own, since you know your company better than anyone, the reality is that technology like CRM software makes your life a hundred time easier. It does more than just stay on top of your contacts. It keeps track of your marketing, of your sale numbers, of email listings, and even your documents. And when it comes to CRM systems, there are none better than Zoho, Salesforce, and SugarCRM. But which is right for your business? We have the side by side comparison to help you find the right software for all of your customer relationship management needs.Customer Management System Each software is going to be rated by what features it has, how accessible it is, how expensive it is, and how easy it is to customize it to your business. You already know how important it is to be able to customize things to your needs—the same goes for CRM. Ready to start? Here is our comparison of Zoho, Salesforce and SugarCRM

Zoho

Zoho was one of the first customer relationship management software to hit the shelves. In operation since 2006, it’s eight years of experience show in the way that it evolves and operates. With lots of different features to choose from and the ability to build your own features as necessary, it’s going to be difficult to beat out Zoho in this CRM showdown. Like any software, however, it does have its own drawbacks and limitations, but there are plenty of options, even for those who only want to utilize the free version.

What It Does

When it comes to CRM, you want something full-service. You want it to both capture leads and make your life easier and more productive. You want things to be streamlined and you do not want to have to worry about whether or not your CRM is working, even if you are not prompting it to. This is the beauty of Zoho. Zoho is on and working to improve your business relationships, whether or not you are in the office. You get real-time tracking and real-time reports on individual customers, not just on your base as a whole. Did one of your customers come to your website, put some things in the cart, and then leave? Zoho will let you know, even pinpointing where each customer is on the sales funnel. You can even keep track of your competitors, see what they are doing and learn how to utilize it for your business. It even keeps you up to date with all of your social media profiles. Now more than ever, it is vital that you stay on top of social media, not just keeping your page updated, but replying to questions and concerns that your customers leave there. From sending invites to connecting with customers, you are covered with Zoho.

How It Does It

Zoho takes CRM into the cloud, keeping all of your information safely stored on the web, so even if your physical system crashes, you’ve got all of your customer information and data completely backed up, ready to go. That also means that you’ve got your customer relationship management wherever you go. Like most people, you are probably more mobile than you realize. You want to be able to stay up to date whether you are sitting in your office or on the train home. Business is no longer focused just on a single location. Your business may not even have a single location. If you work from home (and from wherever you have to be at the moment), you want to be able to access your CRM even on your mobile device. Zoho is available on Apple and Android products and even syncs with any Google App, from emails, to docs, to calendars, to tasks.

Price

If you’re an entrepreneur, you are in luck. For up to three users (which could be two more users than there are people in your company), Zoho CRM is completely free. You get everything from lead management to social CRM, for $0/month. If you need more power, there is a standard, professional, and enterprise system, which are $12, $20, and $35/month/user respectively. Each step in the plan has more features and makes your life even more productive.

Customizability

Zoho is probably one of the most customizable pieces of CRM software ever made. If you need a custom feature, there are developers standing by to make it for you. You can even build your own feature. https://www.youtube.com/watch?v=q0yKvr4BWvA





CRM and Social Media are just Buzz Words if you don’t use them properly for innovating customer service.


At one of my earlier jobs at a bank call center I was chosen employee of the month because of one good idea, an innovative idea.

Customer Service InnovationI continued being the most praised employee month after month for the next half a year, and the reason was simple, I contributed to customer service innovation on a daily basis.

The customer service department is the hardest place to innovate in any organization. If a CEO comes up to me and says “I need innovation” answering him “Let’s take a look at your customer service” is considered by many of my peers in the consulting arena, as shooting myself in the leg.

The New Innovations in Customer Service

As the importance of technology and social media continues to grow, consumers have increased access to companies and their products, as well as other customers like themselves. There are a variety of innovations that customer service providers can use in order to service, maintain, and engage tech savvy customers.

 

Data Management and Real-Time Solutions

When a call center operates like a switchboard for the company, the metric for success is too often measured by the completion of connecting a call to another representative, sometimes it the measurement is how long did the call take, and that is even worse. Companies should view their customer service units as centers for solutions by giving their representatives access to data and specialized training in resolving issues. Issues resolved need to be measured by satisfaction, and you will be surprised to know about the amount of company’s not measuring satisfaction.

Great Service

In 2014 customers have grown accustomed to accessing data on their own and no longer need to start at the beginning of the issue when they contact customer service representatives. Innovative customer service solutions account for this. Connecting representatives to customers at the same data point at which the customer needs assistance saves time and builds confidence in the resolution process. I short: I and everyone I know hate companies that make you explain your problem from the beginning over and over again. Eliminating the division of resolution departments provides real-time service. Companies may operate vertically when keeping a hierarchy of responsibility but horizontally, every agent can be given access to the data management system and resolve issues at the initial point of customer contact.

 

Replace Scripting with Pattern-Based Modeling

With a pattern-based modeling structure in place, innovative customer service departments are seeking solutions to maintaining customers rather than just simply resolving their issues. The old model featured a script that encouraged the customer service agent to read new offers and up-sell products during all customer calls and interactions. While this can be an effective method for retaining customers, the pattern-based model views this as predictable.  Statistics show that scripting does not provide a return on the time and effort invested in the modern era of fast pace decision making. New systems analyze the outcomes of all customer service functions and assist agents in knowing which offer will be best received. Tracking the patterns of communications to know which solutions will work best for each customer, based on the current conversation, create a much more positive interaction with less frustration. These servicing systems operate in real time and take the guess work out of agents’ hands.

 

Social Media and 24-Hour Engagement

Customers have to be viewed beyond their interactions with the product and as consumers of information, media, and technology. Social media, smart phones and tablets, and internet access prepare customers to be smarter shoppers and raise their expectations regarding support and service. It also is an outlet for sharing consumer responses to customer service interactions. Social media, mobile applications, and website developments require public relations departments and customer service units to merge and provide 24-hour engagement. This innovation provides for proactive customer service patterns and better issue resolution. Customers can receive spontaneous interaction with a person or a pattern-based response system and can do so with the device of their choice in a setting that is most comfortable to them. I personally think that Social Media is one of the friendliest customer service platforms available currently, I tweet for customer service attention a lot, and honestly, the companies that tweet me back are the ones I consider excellent and amazing. For example I tweeted to AtContent this week twice with a support question, they answered twice, now isn’t that wonderful?

Social Media

Customer Service Innovation Improves Outcome and Interactions

By staying current with technological improvements and meeting customers at their level of access and comfort, customer service providers can increase responsiveness, manage data faster, and resolve issues more readily than ever before.

 

Why Startups Should Invest in Customer Intelligence

The business environment has become very competitive these days. Technology and ever changing corporate strategies have greatly influenced how business procedures are managed. If you are starting a new company, it is very important to factor in customer intelligence and employ strategies that will make your business get noticed. The market has become flooded, and it is good for business owners to employ sound policies that will quickly jump-start startups and endear them to profitability.

Customer intelligence involves carefully studying the market to understand customer behavior and trends in order to have a better understanding of their needs. This is an important procedure that helps to boost the chances of new business competing effectively on the market. In case you are wondering how this is done, there are several technology platforms and applications that can help a startup to obtain useful customer information that can be used to improve Customer Service Experience.

If you are planning to succeed in the marketplace, you need to study the market and offer something new and unique that customers will identify with. At the same time, a startup should use facts obtained from customer intelligence surveys to solve problems that current market players have not been able to address.The best approach to have all these facts is to use a Customer Relationship Management (CRM) which is a powerful tool for analyzing customer information for purposes of strategizing and planning various business activities.

The ultimate aim for any business should be to Improve Customer Service to achieve faster levels of growth. It is important for business owners to ensure that their startups receive enough publicity and put into place powerful competitive strategies to remain relevant on the market. Customer intelligence should begin months before a new business finally rolls into operation. The secret to business success is to come up with new and innovative customer relationship policies that other industry players have not exhausted. Startups that pay attention to improving their Customer Service Experience always find themselves fitting easily into the system as new market entrants. Since there are different types of CRM applications, businesses should carry out conclusive market studies in order to find the most appropriate system.

There are several advantages a startup can obtain from investing in sound customer intelligence systems. Marketing strategies have become more advanced, and it is, therefore, good for business to keep up with the trends to gain more market penetration. The only way to improve Customer Service Experience is to deploy the use of CRM applications to obtain the best results. Investing in customer intelligence systems is the wisest thing for any entrepreneur with a brilliant startup idea to launch.

Do you have ideas for the future of customer service? We would love to hear from you in the comment section bellow.