Customer Care Excellence using Bpm'online CRM

Posted by Dick Wooden

Leverage Customer Relationship Management to enhance customer service and build loyalty

Your CRM system has the core components of company accounts, contacts and communications of your staff with your customers. Why not leverage your CRM information to enhance customer service and more up to being known for customer care excellence?

Every interaction with a customer has with your organization is an opportunity to build loyalty- or a chance to lose it.

Points to consider and gaining business success with CRM:

  • Acquiring new customers can cost 5 times more than satisfying and retaining current customers

  • A 2% increase in customer retention has the same effect on profits as cutting costs by 10%

  • The average company loses 10% of its customers each year

  • 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry

  • The customer profitability rate tends to increase over the life of a retained customer

A foundational core of CRM is the retention of loyal and profitable customers. How a customer feels about an interactions is the most significant driver of customer loyalty. 

Even small improvements in daily contact with customers and employees can result in a significant increase in loyalty – a leading indicator of future growth and revenue

Resolve customer questions, issues and requests quickly for a high-quality customer experience, capitalize on new selling opportunities, and provide convenient self-service solutions to customers with the easy-to-use functionality. 

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Topics: Customer Experience Improvement, Customer loyalty, CRM user adoption, Employee engagement, Customer Communications, Make your business work smarter, Customer Relationship Development, Customer Service Improvement, Customer-Centric Strategy, Customer Retention, Service Issues-Resolution Ticket, BPM-Business process management, Professional Services CRM, Well Used CRM, Purpose Build CRM, BPMonline, BPMonline Service

Critical Reasons Your Business Needs BPM with CRM

Posted by Dick Wooden

As a business leader, it is becoming increasingly critical that you consider the benefits of combining customer relationship management (CRM) with business process management (BPM). Many companies have some form of customer relationship management and in fact a large percentage are on their third or fourth version of CRM. Many of these same companies also have or are considering business process management (BPM) software, typically to improve the customer service experience and boost business efficiency.

Successful business process management with CRM software leads to significant improvements in business processes:

  • Eliminate non-value process steps
  • All employees follow the same standards
  • Outcomes can be forecasted with greater precision
  • Bottlenecks and discrepancies can be easily discovered and fixed
  • Company performance continuously improves
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Topics: Productivity Tips, Customer Experience Improvement, Adaptable CRM, Business success with CRM, Productive Improvements, Sales Productivity Improvements, Sales process, Business Drivers for CRM, Workflow Improvements, TaskCentre, BPM-Business process management, Infor CRM, Business Process Automation, BPMonline, BPMonline Service, BPMonline Sales, BPMonline Marketing

HubSpot CRM to Infor CRM- Out-of-the-Box capabilities compared

Posted by Dick Wooden

What comes ready to use 

There is no shortage of customer relationship management (CRM) software available out there. A CRM’s out-of-the-box capabilities are often where you can begin to draw differences in determining which one best meets your business needs. Some are free and others of course are not.

In this post we are going to take a look at the out-the-box capabilities of a relatively popular and free CRM, HubSpot CRM along with the Infor CRM system. Previously we wrote about Comparing Infor CRM to HubSpot CRM + Sales Pro.  

Before having to worry about add-ons and upgrades, it’s important to not only know what you’re going to get from the start but also where you can get the most for your investment. It also helps you to determine what you don’t need because there’s no need to add unnecessary complexity.

#8 of our 18 requirements for business success with CRM states "First, Use as Much Out-of-Box Functionality as You Can"

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Topics: CRM Guide to Success, Adaptable CRM, eMarketing Effectiveness, Business success with CRM, Business Drivers for CRM, CRM for Effectiveness, Critical Mistakes with CRM, Smart marketing automation, Infor CRM Education, Infor CRM Specialist, Infor CRM Success, Infor CRM Integration, Award Winning CRM, HubSpot CRM, HubSpot Sales Pro

Comparing Infor CRM to HubSpot CRM + Sales Pro

Posted by Dick Wooden

Some say it’s not good to compare. But in the case of figuring out the best way to maximize your company’s sales productivity and business growth, a comparison is a must. In this post, we’re going to compare Infor CRM to HubSpot CRM + Sales and HubSpot Pro (an extension of the free HubSpot CRM & HubSpot Sales system).

Why compare an established full customer relationship management system to a sales person productivity-focused software?

Because the real point of discussion is what system puts you in the best position to grow your business.

The logical route when thinking about sales productivity is to invest in a sales software system like HubSpot CRM +Sales. After all, it will help you build and automate sales processes and sales related operations, manage your sales pipeline, log sales activities, and ultimately help you to close more deals with less work and time.

On the other hand, a CRM system like Infor CRM gives your business the ability to cultivate the kind of customer relationships that make the jobs of your sales force easier by supporting their sales activities, but also offers the capability to capture information and customer interactions across your entire company and external sources. 

Let's compare Infor CRM and HubSpot CRM + Sales  and then HubSpot Pro.  This comparison can help you determine what each offers and how it aligns with the needs of your business and best integrates with how you do business. Do you want to focus solely on sales activities or take a more holistic approach and leverage strong customer relationships and maximize sales productivity?

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Topics: Inbound marketing, Adaptable CRM, Make your business work smarter, eMarketing Effectiveness, Sales Productivity Improvements, Customer Service Improvement, Selling Smarter, Sales Enablement with CRM, Infor CRM, Smart marketing automation, Purpose Build CRM, Infor CRM Specialist, sales acceleration, Sales & Service Integration, InboxGuru, HubSpot CRM, HubSpot Sales Pro

Powerful Benefits of Building Trust with CRM

Posted by Dick Wooden

Recently Erik Tavenner from Infor wrote an important article on 3 benefits of CRM that point out the essence of the value of CRM in building trust, gaining loyalty and engaging customers.  We'd like to share this with our readers.  Also note the additional resource links listed at the end.



3 Benefits of CRM

In a world where everyone is fighting for attention and then trying to keep it, companies need to put the customer first in order to build trust, gain loyalty and engage in a meaningful way.  It’s no longer enough to simply connect with your customer and expect that you will be met with willingness to do business – you have to earn it.  Using CRM is key to helping you do just that.

Here are 3 key benefits of using CRM that will put you on the road to building lasting relationships with your customers.

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Topics: CRM Guide to Success, Business success with CRM, CRM benefits, Growing Your Stronger Business, Acquire-Retain-Develop, Trusted Advisor, CRM Strategy, Infor CRM, Infor CRM Specialist

Getting more from Infor CRM - use of Summary list views

Posted by Dick Wooden

A well-used CRM should provide a list view that shows key summary information about each business account or contact within your customer or prospects.

Yes Infor CRM has group lists that can be easily used and enhanced with the powerful use of filters but I find that many CRM users are unaware of the Summary view of Group lists.

"All Accounts" group List view

If a detail record is chosen use the 'hamburger' icon  to show a listing, spreadsheet type view.


Each entity in Infor CRM:  Accounts, Contacts,  Tickets, or Opportunities and even custom entities have a summary list view.   It is a simple matter to clicking on "Summary" or "List" to see one of the other view


Summary view of Account group:

Note the summary view is a large view of the records in the current group.  A summary view will show key information about the entity, account, in this case.  


Get a quick 360 degree snapshot of an account

But under the right column there is a section that rolls up counts of related information such as the number of contacts, number of opportunities and number of tickets.  This is a great way to determine the activity with the account without having to drill into the account details.

If you need to show what makes up those counts of related information just click on the downward arrow.  The image below shows all the related contacts for the account with their phone number and email address. Clicking on the blue hype link takes the user to that contact detail record.

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Topics: CRM user adoption, Make your business work smarter, Infor CRM Education, Infor CRM Specialist, Infor CRM Success, Infor CRM Support

Productive and Fun Task management comes to HubSpot CRM

Posted by Dick Wooden

HubSpot CRM and Sales Productivity platform

HubSpot launched a CRM back in 2014.  The goal: Provide an easy way for sales teams to track and organize its interactions, and to manage its pipeline -- without breaking your budget.  Since its launch, HubSpot CRM has been adopted by tens of thousands of sales teams. Millions of deals have been created and closed.  HubSpot built two other 100% free tools that plug seamlessly into HubSpot CRM: a powerful sales productivity platform and a lead generation engine.  They have made huge strides around the biggest pain points of their partners (like us) and customers: a sleek new reporting dashboard, parent-child company relationships. company merging, and a whole lot more.

In doing so, HubSpot let one critical component of CRM collect dust far too long: task management.  If you or someone you know uses HubSpot CRM, you'll agree with us: Tasks in HubSpot have been adequate, but not exceptional.  They're like having 30% battery left on your iPhone. Or getting six hours of sleep. Or eating leafy lettuce.  Not the end of the world, but not mind-blowing awesome either.

Today, that changes.  Task management in HubSpot has a brand-new look, and a slew of new functionality to boot.  Staying on top of to-dos is pivotal to your sales team's success.  Every missed follow-up is a lost change at a connection with your prospects and customers.  With HubSpot's new Tasks interface, you'll never let a task slip through the cracks.


  • Get more done in fewer clicks

Time spent fumbling around to manage follow-ups is time spent away from selling.  In a world in which salespeople spend only 30% of their time actually selling, every second saved means more deals closed. Image a world in which you never had to leave your to-do list, in which you never had to manually schedule your next follow-up, in which you never had to click into a CRM record to figure what to do next. Your sales reps productivity using HubSpot CRM will increase exponentially, and their adoption will improve as well.  Tasks will ensure that the sales process you implement is engrained in their routine from day one.

  • Ditch distractions. Don't get overwhelmed

From our experiences implementing CRM for businesses, one thing has been abundantly clear: focused sales reps are productive sales reps. With Task Queues, sales reps won't need to open dozens of tabs at the beginning of the day: they won't need to sort through pages of to-dos's at a time; they won't need to scroll a million ways to get to the next thing. Walk into work. Build your Task Queue. Press Play. Run through your tasks. Go home.  Rinse, wash, repeat.

  • Always have your next steps in order

80% of sales require 5 follow-up phone call after the meeting, yet 44% of salespeople give up after one follow-up. As a best practice, every deal in your database should have a next step. No ifs, ands, or buts.  With HubSpot's new Task interface, you'll never let another follow-up slip through the cracks.

  • Track new leads on same timeline

If a lead comes in off your website through HubSpot Marketing tools, all the sales tasks and activities are logged in the same timeline as the marketing engagements.  Everything is in one place, so your reps will never have a call without the right context again.  Plus, they can @-mention their colleagues on individual tasks, to start the dialogue around follow-up strategy.

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Topics: CRM Guide to Success, HubSpot, Adaptable CRM, Make your business work smarter, Web-based productivity tools, Business success with CRM, Customer Relationship Development, Productive Improvements, Sales Productivity Improvements, Acquire-Retain-Develop, Sales Enablement with CRM, Well Used CRM, sales acceleration, HubSpot CRM, HubSpot Sales Pro, task management

A sales pilot to guide informed conversations using Infor CRM

Posted by Dick Wooden

It is important to have sales acceleration tools that work inside Infor CRM to guide the sales conversations, apply consistency so nothing is forgotten and to auto record the notes for historical reference.

Sales Pilot is an extension of InboxGuru and adds a true sales engagement tool to the system for your sales team.  The solution helps your sales team by allowing them to create and/or manage highly personalized lead and prospect communications.  

Sales pilot sales pallet view helps your sales team set and execute on a series of phone and email communications for large or small sales teams.  It helps the managers plan out a cadence of communications with prospects for the sales team. It helps the sales professional organize and prioritize their day. More on sales acceleration....

Using Sales pilot and call down list


A priority "Call Down" list, close up view:

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Topics: Make your business work smarter, eMarketing Effectiveness, Engagement improvement, Value creation selling, Selling Smarter, Follow-up Failure Solutions, Well Used CRM, Infor CRM Updates, Smart marketing automation, Purpose Build CRM, Infor CRM Specialist, Infor CRM Success, sales acceleration, InboxGuru

Effective Use of Infor CRM Address Book Inside Outlook

Posted by Dick Wooden

Each Infor CRM user can enhance their use of Microsoft Outlook Address book contacts when linking to the Infor CRM contacts.  This article covers using the Address book, scheduling an appointment and some recent enhancements.  For more visit, What's new with Infor CRM, mobile and Xbar in 2017.

Using Infor CRM Address Book in Outlook

One of the capabilities of the Infor Xbar implementation is the use of the Infor CRM address book.  This is configured by clicking on Options gear icon under the Infor CRM Connector options panel from the Outlook menu bar.

Then from the Address tab the user can determine how to show contact names- either by first name or last name order.  Next select what do you want to show when the Address book is accessed in Outlook.  In the following example, it is set to show the Infor CRM Groups as separate folders and Show Accounts as Distribution lists.  

For a salesperson, you'd  want to show Leads and maybe show opportunities as distribution lists.  For a CSR in customer support the "Show Tickets" would be helpful.  Optionally you can have the address book also display the CRM users.

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Topics: Productivity Tips, Make your business work smarter, CRM for Effectiveness, Outlook Integration, Saleslogix Xbar for Outlook, Infor CRM, Infor CRM Updates, Infor CRM Education, Infor CRM Specialist, Infor CRM Success, Infor CRM Xbar, Infor CRM Integration, Infor CRM 8.3

Tracking Event Marketing now available in Infor CRM

Posted by Dick Wooden

What is Event Marketing

Event marketing describes the process of developing a themed exhibit, display, or presentation to promote a product, service, cause, or organization leveraging in-person engagement.  Events can occur online or offline, and can be participated in, hosted, or sponsored.  The promotion of these activities can occur through various inbound and outbound marketing techniques.

In today’s buyer-empowered world, marketers need to seize every opportunity to build relationships, generate goodwill, and earn the trust of prospective buyers and customers. The modern consumer wants more than a pitch when evaluating solutions or making purchasing decisions. Events offer a unique opportunity for them to interact with brands to get a firsthand sense of a company’s focus, perspective, and personality. Event marketing needs to be an integral part of the demand generation mix, and a strategic combination of offline and online events are essential to any company’s bottom line.

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Topics: Marketing plan, eMarketing Effectiveness, Infor CRM, Smart marketing automation, Infor CRM Success, Infor CRM Integration, InboxGuru

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