CRM Blog Series : Who Needs CRM and Why (Part 2)

Are you a business owner or manager today?   Have you heard of CRM tools but don’t know much about them or why someone might need them?

The following series is designed for you!

                                     CRM & Service

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Do you have customers or are you going to have customers? As I pointed out in my recent webinar in partnership with the US Small Business Administration and Microsoft if you have customers or are going to have them, then why wouldn’t you have a tool to help you manage your relationship with those folks??

In my prior CRM blog post we talked about Sales.   Sales is certainly an important part of any business, but now let’s take a look at the often undervalued cousin to Sales…Customer Service

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An increasingly connected digital world has changed the way customers engage with brands. In an age of commoditized products and services, companies look to customer engagement and experience as key levers of competitive differentiation. Customer Service organizations are at the epicenter of a company’s ability to deliver a differentiated and consistent engagement experience.

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One of the first things I often ask when talking to an organization about CRM is simply, “How do you track and manage your customer service today?”   Sadly, all too often what I see is some poor person with the title of Customer Service Manager who’s been tasked with delivering great experiences but given nothing more than some staff, some phones and a copy of Microsoft Excel to try and pull it off and manage it all.   Meanwhile, in today’s online, connected world our clients want to engage with us via more modern tools.  When you look at the great Service companies today, they provide a multitude of ways for the customers to connect with them including online chat, email, and even social media tools.

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Inherently, Customer Service people want to deliver those great experiences.   People don’t take Customer Service jobs to go out of their way to deliver a bad experience.  They genuinely want their customers to be happy!   This in turn makes them happy and productive as employees!

What if instead, we empower our Customer Service team members by giving them a great tools that work across those channels?

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And we can see the big payoff at the end. 86% of our customers are willing to pay more for a better Customer Experience!!!

The first step is just get going! You can visit our website and check out my recent webinar with the US Small Business Administration

You can get started today!  At Tridea Partners we can help you setup a free 30-day trial!

 

Video: Microsoft Dynamics CRM and ERP Integration – Driving Productivity and Customer Satisfaction

Does your company engage in a highly transactional business with new or repeat customers? Imagine how much better your sales, service and finance teams could operate sharing critical customer data. No more data silos.

Learn how in our 30-minute webinar:

• Hear how companies are benefiting today from integration of Microsoft Dynamics CRM and Microsoft Dynamics ERP.
• See what type of data is being shared between departments to increase sales and customer satisfaction.
• Gain a basic understanding of how sales and finance can automatically share data on orders, shipments and invoices

Contact Tridea Partners for more information!

Microsoft Dynamics CRM and ERP – The Winning Integration Webinar

MICROSOFT DYNAMICS CRM & ERP INTEGRATION

DRIVING PRODUCTIVITY & CUSTOMER SATISFACTION

Join Tridea Partners xRM³ as we host this webinar on why Dynamics CRM and ERP is the Winning Integration!

MICROSOFT DYNAMICS CRM & ERP INTEGRATION

Does your company engage in a highly transactional business with new or repeat customers? Imagine how much better your sales, service and finance teams could operate sharing critical customer data. No more data silos.

Learn how in our 30-minute webinar:

  • Hear how companies are benefiting today from integration of Microsoft Dynamics CRM and Microsoft Dynamics ERP.
  • See what type of data is being shared between departments to increase sales and customer satisfaction.
  • Gain a basic understanding of how sales and finance can automatically share data on orders, shipments and invoices.

Event Details: Wednesday  May 25, 2016 10:00 AM – 10:30 AM (PST) Presenters:  Ken Farmer –  xRM³ &  Andy Collins – Tridea Partners

register here

CRM Blog Series : Who Needs CRM and Why

Are you a business owner or manager today?   Have you heard of CRM tools but don’t know much about them or why someone might need them?

The following series is designed for you!

Do I Need CRM?

Dynamics CRM

Do you have customers or are you going to have customers? As I pointed out in my recent webinar in partnership with the US Small Business Administration and Microsoft if you have customers or are going to have them, then why wouldn’t you have a tool to help you manage your relationship with those folks??

Dynamics CRM

Why else do you need a CRM tool? Well, let’s ask ourselves, who really owns your customer information?   If you don’t have a centralized place to track and manage that data who’s really owns it?  If a team member can walk out your door with any of that data, can they take it down the street to your competition and use it there?  If so, don’t they really own it?     If you’ve got customer info sitting on post-it notes, business cards or notebooks how secure is it and what value is it adding to your organization?

Dynamics CRM

By putting that information in a CRM solution we can bring our clients to the heart of our business!   We can manage the contacts that are taking place.   We can know our data is secure and backed up with only authorized users having the ability to extract any or all of it.

Now that we’ve got the data all in one place, how can we quickly start to improve our Sales and drive value from it?

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Let’s start by “cloning” your best salesperson! We can do this by looking at the process they use to be successful and replicating it for the other people on your team.

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It’s important to think about how to make your sales process repeatable. That said, it can be a simple as 3 steps…something like “Lead-Prospect-Close” or something much more complicated that leverages the internal workflow capabilities of CRM

Dynamics CRM

The first step is just get going!

Dynamics CRM

You can get started today!  At Tridea Partners we can help you setup a free 30-day trial!

In our next article we’ll focus on how Customer Service can benefit from having a CRM tool.

This post was written by Eric Klauss, Sales Executive at Tridea Partners. Tridea Partners is a leading provider of Microsoft Dynamics. For more information, contact sales@trideapartners.com.