Tag Archives: CRM

CRM to Create Crowdsourced Process Improvements

A well planned customer relationship management or CRM system can be a great differentiator for your growing business. If you have the ability early on to capture important information about the type of customers you have, their buying habits and interests and the ability to analyze and synthesize this information to your benefit, you have the ability to not only maintain powerful, long-lasting customer relationships, you also have the ability to grow your business exponentially through referrals and repeat business.

According to a study published in Forbes magazine, a fully implemented CRM in a business such as yours has the potential to grow sales by 29%. The CRM can be a powerful tool to help you reach the pinnacle success in the type of business you are engaged. One of the ways your CRM provides a tremendous value to you, particularly as you start out, is through crowdsourcing your customers for feedback on your business processes. Soliciting customer feedback and participation in evaluating how you do business allows you to improve your business and strengthen their loyalty and commitment to the products and services you offer.

The Importance of Crowdsourced Process Improvements

Your CRM is a hub for managing customer information and interaction. If you think beyond a myopic use of the CRM as a data gathering tool and broaden its reach to include email, social media and other forms of dialogue and communication, you have in hand a powerful tool for developing a better customer profile and managing expectations. Information that is gathered through the CRM is captured in real time and represents a way to capture instant feedback relative to the way you do business and how your employees meet and manage the needs of your vital asset.

Crowdsourcing involves the inclusion of all aspects of your business and the sales cycles, from customer service representatives to management to the sales team to the very customers themselves. Feedback elicited from the feedback can be fed to the different functions within your business to better understand:

  • What went right with the sale/transaction?
  • What areas of improvement are present?
  • Is this customer more likely or less likely to continue a business relationship with us?

Harnessing the power of the CRM to engage the customer is an important way to derive tremendous value from your system, we help many businesses do just that. For a no obligation conversation then please call us on 01392 241653 or contact us through the website here.

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What is Beyond CRM for My Company?

The customer relationship management system or CRM is a powerful tool for managing all aspects of the customer experience. As a business concern starting out, one of the most important investments that you can make is in a CRM system capable of managing customer profiles, determining how best the business delivers on its promises and rewarding customer loyalty for continued support and advocacy in terms of referrals and additional business.
The CRM however is not the end all to be all with respect to your management of the customer relationship. The information contained within the CRM is useless if not used in an effective way for you to make process improvements or deliver on the expectations that your customers have of you and the business. Here is a look at what is beyond the CRM and what you should do to better manage information and make it work to your advantage as a new or emerging business owner.
What should a CRM Should Drive My Business to Do
CRMs represent a dynamic tool that can integrate various functions and processes within the business. This integration allows different departments and disciplines to communicate with one another and provide support to customers, the critical lifeblood of any organization. Through the full utilization of the CRM and all its functions, both as a data mining tool and as a interactive communication hub, you can develop a way to involve, engage and fully meet the needs of your customer. This helps distinguish you from our competitors and put you in position to grow at a potential unseen.
Understand that CRM relates to an aspect of the customer relationship but does not take place of the physical aspect of the customer experience. If you do not follow-up on the information being provided to you, whether it is an answer to an inquiry by a customer, a request for information, a follow-up call on a complaint, etc. you miss an opportunity to meet the expectations of the customer. Such a missed opportunity could prove a detriment to you down the road, particularly if you are a business who depends on its reputation and word of mouth as an aspect of your marketing and outreach. The more you humanize the customer experience beyond the CRM, the better you will be at retaining long lasting customer relationships.

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Should I Consider a Cloud Based CRM?

A customer relationship management system (CRM) can be the heart of your business. CRMs drive your interactions with customers, manage contacts and provide you with a way to increase sales and expand your customer base. You should consider as an emerging business how the inclusion of a CRM benefits your organization.
What are some of the reasons for considering a move to the cloud as a storage option for your CRM system? Do you lose control or access to the functionality of your CRM when hosted in the cloud? What do you give up moving to the cloud or, what do you gain from a cloud-based solution for managing your valuable customer information?
Here is a look at these questions and why a cloud-based CRM makes sense for you.
The Perception of Cloud-Based CRMs
Cloud-based computing is the buzzword for our time as it relates to all businesses, large and small. The simplest way to think about the way cloud computing works is by considering placing your files online as oppose to maintaining them remotely, through storage servers you own and control. Moving data, particular that containing proprietary customer information essential to building your business and managing customer relationships automatically invokes thoughts and fears about:

  • Security and safety – is my information protected in the cloud and subject to loss or hackers?
  • Accessibility – what type of access issues are present if I move my valuable business information into the cloud?
  • Portability – Can I easily move my cloud-based information between sites, users or strategic partners with little to know disruption to my business and efforts to grow and become profitable?

These concerns are real; however the advantages of a cloud-based solution may more than outweigh the concerns you may have.
The Reality of Cloud-Based CRMs
The perceptions about a cloud-based solution for your CRM should be weighed against these advantages:

  • Cost – use of a cloud solution saves you on the hardware and personnel costs associated with maintaining your own servers.
  • Scalability – the unlimited potential of the cloud as a storage option means it grows as you grow, again lowering your costs associated with investing in hardware and people power.
  • Accessibility – data can be access from any device connected to your business, allowing you to grant remote access to your field associates when interacting with customers.

If you are in the process of considering the power of CRMs to harness your business outreach and improve customer outreach and contact, you should also consider how a move to the cloud not only compliments your system but allows you to scale up quickly, lower your costs, and give you a business advantage that allows you to be competitive at a time as an emerging business such advantages are necessary for survival. This is how we’ve grown our business and how we can help grow yours.

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Your Digital Strategy for 2017

Your company’s digital marketing strategy needs to constantly evolve if you hope to stay ahead of your competition in 2017. As challenging as this may seem, much of it involves staying on top of current marketing trends and keeping your website and social media profiles properly updated. Here are a few things that you can do that will help you with that once the new year rolls around.

Optimize Your Content Across Multiple Devices

There was a time when advertising on the Internet only required you to develop content that can be viewed on a computer screen. While that is still very important, people these days are more likely to use their smartphones or tablets to view content. Your digital marketing strategy should cater to that with ads scaled to fit mobile devices and webpages that can be viewed easily on any device. Mobile ads should even take priority over television and radio ads, especially if you’re targeting a younger demographic.

Automate Your Content Marketing

Thanks to tools such as HootSuite or SproutSocial, marketers have been able to publish content across multiple social media platforms for some time. This is obviously very useful, and these tools have evolved to allow you to create and publish content automatically with the push of a button. Social media could become more important than ever in 2017, and the ability to quickly post content to a wider audience will help you stay ahead of your competition.

Share Useful Content

As important as it is to come up with your own content, you shouldn’t hesitate to share other people’s content if you find it useful and interesting. This is a great way to share links back to your own content and reach a wider audience, especially if you stick to content that is relevant to your own company.

These are just a few things that you can do to stay on top of digital marketing trends during the coming year. As simple as they may seem, they won’t help you if you don’t put in the proper effort. Always work to keep your website and social media profiles updated, and pay close attention to your competition. Digital marketing changes quickly, and you want to make sure you aren’t left behind.


Developing a digital strategy for your business shouldn’t be an afterthought – the businesses that succeed will be the ones that make it integral to their business growth from the start. Now the sales bit, if you need help in creating your digital strategy for your business then please call us on 01392 241653 or contact us through the website here for a no obligation conversation.

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crm integration

The Importance of Social Media Integration with CRMs

As a small business that is either in the startup phase or looking to ramp up and become competitive, it is important to integrate as much technology as possible in order to streamline your operational capability. One such tool that is important to all businesses is sales automation tool integrated into a customer relationship management system or CRM.

A CRM is simply a tool used to integrate all points of interaction with a customer, from initial enquiry to sale to post-sale follow-up. The capabilities of your CRM system without a fully integrated social media platform is limited in terms of what it can do to grow your aspirations as a business owner. Social media works to keep your business current and relevant with the needs of your customers.

Why CRM/Social Media Integration is Vital

According to the Small Business Social Media Engagement 2015 Digital Marketing Survey published by IT research consultancy Clutch and a survey by IT firm Sprout, the following came to light concerning the use of social media by small business:

63% of millennials use social media to stay up-to-date on the brands they are interested
46% use social media to accomplish their online purchases
53% of small businesses surveyed use social media (i.e. Twitter, Facebook, Pinterest, LinkedIn, etc.)
More than three-quarters of small businesses (76%) see the same or an increase in their social media investment

These numbers more than suggest that social media is a huge influencer on purchasing decisions, particularly for tech savvy millennials. This is an important to note as for example millennials in the USA alone – 80 million consumers – are expected to spend over $10 trillion over their lifetime.

A well integrated and managed CRM with social media will give you the tool to reach this group and effectively engage them as consumers, your business growth depends on you being able to manage and grow this, you can read more about our Sales Automation/CRM on our website here and get a free download that may help in your decision process.

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Customers

The Importance of Small Business sales automation

A customer relationship management (CRM) system is a powerful business tool. It is as important an investment for small businesses as it is for larger business organizations. As you become more dependent on data and its use in your business through changing technology, you find yourself at a competitive disadvantage when you choose not to integrate a small business sales automation system or CRM into your everyday business.

CRMs systems have advanced beyond appointment scheduling tools into providing your business with total small business sales automation to be able to generate opportunities for new and additional leads for your business. If you have not considered the purchase of a CRM system, here is some information further defining CRMs and their role in transforming your business.

Delivering Superior Customer Service Seen as Key Challenge to Business

Delivering the highest quality customer service is the highest priority for any business. It is a differentiator that separates those businesses on the fast track to growth and profitability and those struggling to survive or in decline. Chief Information Officers are increasingly investing in CRMs as a way to delivery on their customer service promise.  A 2012 Forrester’s fourth quarter survey found that although less than half (47%) of companies in North America and Europe have implemented a CRM solution, spending increased 12.5% between 2011 and 2012 ($18 billion versus $16 billion).

Download your free brochure here

How CRMs Become Important to Your Business

The use of CRMs become an important tool needed by small business to best deliver top service to customers. The essential elements of a CRM system include the ability to direct online marketing campaigns to existing customers, process online orders, complete order fulfilment and provide ongoing customer support. Ancillary functions include procuring sales leads through an online referral program, administration of customer satisfaction surveys and similar data driven processes.

Your CRM system does not remove the human element from the sales cycle and customer retention process. It gives you a powerful tool to harness data and become more efficient at maintaining these important customer relationships, making sales and making more sales.

We operate a small business sales automation for aspirational businesses click here to download the free brochure or contact us through the website here to arrange a free trial.

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The five clear benefits of CRM Software for small business

We work with numerous growing business and help them engage and manage their customer relationships, we know that companies that manage those customer relationships the best are more likely to win than those that do nothing.

This management of customer relationships is the reason why the use of modern web based CRM (Customer Relationship Management) systems has massively grown in recent years as small and growing businesses are able to adopt those technologies traditionally only open to large business thus making use of CRM Software for small business.

If you are still unsure about how CRM Software for small business could make a change to your business, here are five of the biggest benefits of a well managed and augmented CRM system.

Improved efficiency

A CRM system that can integrate with marketing and sales tools does offer significant efficiencies in replacing none joined up systems.  They allow the business to move away from having multiple spreadsheets or checklists by joining all this process into one cloud based efficient system that allows you to track, monitor and engage at every stage of the customer journey.

Better Collaboration

With having one CRM system run your sales and marketing functions you can manage the job functions in your business that allow different employees (departments) to be able to input and increase the value of the customer engagement journey through good training and better data management.

Centralising your data

We’ve written previously about how data is any growing businesses greatest asset and having that data in one place THEM being able to manage run data analysis on this allows you to learn things about and from your customer that simply wouldnt be possible.

Increased accountability

By having a central CRM system for your business you can manage every aspect of that customer relationship thereby ensuring that prospects don’t get lost on bits of paper and they of course add a layer of accountability as you will know who has done what and when thereby managing this customer lifecycle.

Better customer experience

Ultimately, for all of the benefits CRM systems provide to the businesses that use them, the biggest benefit of CRM software for small business is that their use leads to a better overall customer experience.

Customers are more easily and accurately segmented, their needs identified, and because the status of a businesses relationship with them is accurately tracked, then they can interact with them meaningfully at the right times, leading to more sales, faster sales and higher customer retention and satisfaction.

If you would like a non obligation chat with the team at GleaveMedia to understand more about our CRM offering then please get in touch through the website here.

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