CRM Implementation: Focus on the "How"



Posted by Dick Wooden

3 CRM strategies that require you to think about the "How"

Transitioning from organizing prospect and customer details in a contact management system to adopting a customer relationship management (CRM) system is a considerable shift in how your business operates. But focusing on the “how” in your CRM implementation, which is nearly as crucial as the “what,” makes this transition easier. By “what,” we mean “what” you expect CRM to do for your business. The “how’ becomes so important because your CRM needs to be implemented in such a way that it meets your expectations. It really does you no good to have expectations that your CRM will deliver specific results, yet not have a CRM partner with the expertise to implement, and in some cases, customize your CRM system to meet those expectations.

There are at least three areas that deserve great attention during implementation where when you focus on the “how,” you give yourself the greatest potential to have success with your CRM. These are examples of CRM strategies that require you to think about the “how.” 

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Topics: Customer Experience Improvement, CRM user adoption, Make your business work smarter, Business analytics, ROI, Unity of knowlege and action, Well Used CRM, Infor CRM Specialist, CRM Simplification

The Powerful Value of CRM Simplification



Posted by Dick Wooden

Making the Complex Simpler

Your business needs can be complex, but simplifying with a good customer relationship management (CRM) can help to alleviate the challenges of trying to manage them. The value of simplifying with CRM can be realized when as part of your CRM strategy, your focus is also on simplification when it comes to design, the way it’s used, the ways it’s customized and enhanced for project management, how it generates reporting and invoicing, and at the end of day how it helps your business add value to your customers.

Success with CRM should be easy and simple with the user experience at the forefront because CRM success hinges on user adoption. Without user adoption, CRM is obsolete because it is through adoption that users gather the data that makes CRM valuable first to the users and then to your customers. If a member of your sales team find that there is excessive data in the system that makes finding important information difficult, they may abandon using it all together for a much easier option— particularly if they are already accustomed and comfortable with that other option.

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Topics: Reimagine the way you work, CRM user adoption, Tailor made CRM, Results Gained with CRM, Simply Smart Working, Adaptable CRM, Make your business work smarter, Productive Improvements, Adaptability Tips, CRM Strategy, Infor CRM, Well Used CRM, Purpose Build CRM, Infor CRM Specialist, CRM Simplification

Get daily insight into who your emails reach and when



Posted by Dick Wooden

A sales cycle if full of unknowns.  We can clear up a few things for you.

One of the helpful and smart features of InboxGuru marketing automation system with Infor CRM is the "Daily Report Alert" that each person gets in their Inbox for the prior day's sent emails. This includes:

  • A count of the emails opened compared the number of emails sent to be tracked
  • A count of the embedded links what were clicked from within the email, such as a link to your web site product page.
  • A count of the number of PDFs viewed that were attached to the tracked emails sent out.   This can help to determine if that important proposal was viewed.
  • A count of the number of YouTube videos viewed.
  • A count of the number of web pages viewed on your web site.

An instant way to sell smarter!

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Topics: CRM Automation, HubSpot, Simply Smart Working, Keep in Touch, Make your business work smarter, Know your customer, Smart Ideas and Tips, Sales Enablement with CRM, Well Used CRM, Smart marketing automation, Business Alerting, Infor CRM Specialist, Infor CRM Success, sales acceleration, InboxGuru

2017 Customer Experience Trends



Posted by Dick Wooden

Jump Start 2017 by using insights from these 9 Trends the Temkin group expects to see play an increasing important role in CX, customer experience, activities in 2017.

Uncertainty around the world is creating an increasing desire for people to find purpose and meaning in their lives. For these reasons the fine folks at Temkin group are calling 2017 "The Year of Purpose".

These first two trends are what can separate your business from those larger competitors - purpose and emotion.  Yes they are talking about elevating the purpose, the why of your organization's purpose, so there is a connection with the customer's desire to select your business over other competitors.   

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Topics: Business Innovation, Customer Experience Improvement, Customer loyalty, Employee engagement, Mobile CRM, Make your business work smarter, Customer Service Improvement, Selling Smarter, Infor Mobile, Infor CRM Specialist, Sales & Service Integration

Great CRM Partners have Concern for Your Business Success



Posted by Dick Wooden

Choosing the right customer relationship management (CRM) system can be overwhelming and time consuming. Questions must be answered about the needs of your business as well as the CRM features and functions needed to fulfill them. But as important as it is to answer these questions, an equally important question to answer is are you choosing a CRM partner that has genuine concern for your business.     

Will they be involved and accessible at every stage of your CRM experience? Will they provide users the proper CRM training? Will they offer ongoing CRM support after implementation? 

Having a partner that can answer ‘yes’ to each of these questions not only guarantees a successful CRM experience, but it ensures that you can both meet your business needs and improve customer relationship engagement. 

Let’s dig a little deeper.

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Topics: Customer Experience Improvement, Entrepreneurial Mindset, Tailor made CRM, Knowledge transfer, Make your business work smarter, Trusted Advisor, People first CRM, Well Used CRM, Infor CRM Education, Infor CRM Specialist, Partnership, Support Act!, Support Infor CRM

Infor CRM Gets Built-In Marketing Automation



Posted by Dick Wooden

Attention Infor CRM users of Infor version 7.54, 8.2 or 8.3

You now have effective marketing automation tools running inside Infor CRM.  With the current availability of InboxGuru the game changes for marketers and sales professionals using Infor CRM.  We know that the core strength of Infor CRM is how well it customizes to each individual customer and how it brings in traditional back-office data from ERP into CRM.  With InboxGuru, the marketing system speaks directly to the entire Infor database including custom tables. Additionally the system leverages dynamic groups for enrolling individuals into drip and nurture campaigns.

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Topics: Make your business work smarter, Nurture Marketing, eMarketing Effectiveness, Marketing Effectiveness, ROI, Smart marketing automation, Infor CRM Specialist, Infor CRM Success, InboxGuru

Alert - It is all about that Remarkable Experience



Posted by Dick Wooden

The Success with Infor CRM Experience

You may be asking, what is the Infor Success with CRM Experience? It’s actually exactly what it sounds like: an experience. It’s the care, attention, and commitment we give to our client’s to ensure their CRM success. Walt Disney got it right - it is all about the remarkable experience.

With 29 years of experience as business success advisors and entrepreneurs, we understand the often complex and challenges businesses face. Sometimes those challenges are how to attract more ideal prospects. At other times it could be how to find more effective ways to measure sales performance. But ultimately, we understand that in addressing these needs and many others, your CRM experience should result in you growing a more profitable business. 

What we also understand is that in order to have this kind of success, your CRM-business growth partner should possess a competent mix of knowledge, creativity, skill, flexibility, and reliability. For us, a successful CRM experience for our clients is built on five pillars and starts from the onset of our client-partner relationship and continues on an ongoing basis. 

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Topics: Customer Experience Improvement, Building Stronger Relationships, Make your business work smarter, Business Relationship Development, Customer Service Improvement, Know your customer, Trusted Advisor, Customer Lifetime Value, Success with Relationships, People first CRM, Infor CRM, Infor CRM Specialist, ACT, Partnership, Infor CRM Support

The Power of Listening and Asking the Right Questions



Posted by Dick Wooden

 “If I had an hour to solve a problem and my life depended on the solution, I would spend the first 55 minutes determining the proper question to ask, for once I know the proper question, I could solve the problem in less than five minutes.” – Albert Einstein

When it comes to choosing the right customer relationship management (CRM) solution and developing an effective CRM strategy, it is important to choose a CRM-business growth partner that knows the power of listening and asking the right questions. So, this should be someone that first takes the time to listen.

How do you tell if they’re listening?

When they ask the kinds of questions to help you reach your business goals. And when they can help you determine if their CRM solution can accommodate your business relationship strategy and make satisfying your customers the focus for your business. Ultimately there should be a collaborative CRM experience that helps you grow a more profitable business

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Topics: Customer Experience Improvement, CRM Executive Decision, Business Growth Enabler, Make your business work smarter, Business Relationship Development, Growing Your Stronger Business, Trusted Advisor, Empower CRM Success, ACT! Success, People first CRM, Crazy Busy Solutions, Infor CRM Specialist, Infor CRM Success, Best Practices, Partnership

Infor CRM: Making Collaboration Between Customer Service and Sales Teams Possible



Posted by Dick Wooden

In order for any company to attract new customers and retain current ones, Customer Service and Sales teams must have a collaborative relationship. Infor CRM makes this possible. 

Recently when we talked about how customer service teams use Infor CRM to solve and manage  
important customer relationship issues
, we only briefly touched on how it relates to the sales force. Attracting new customers relates to sales activities, while retaining current customers points to customer service activities. In essence what we are talking about is how customer service teams and sales teams work together to grow customer loyalty and increase sales productivity. 

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Topics: Collaborative Community, Make your business work smarter, Customer Service Improvement, Know your customer, Customer-Centric Strategy, Sales strategy, ROI, Well Used CRM, Infor CRM Specialist, Infor CRM Success, Sales & Service Integration

Business Intelligence: A Business Relationship Management Takeaway From CRM



Posted by Dick Wooden

Maybe the question has already been asked, but we are going to ask it here. What can Business Relationship Management (BRM) take away from a system like Infor CRM

Before we get there, a better question might be how do these two relate? Well the truth is, in any discussion about BRM, you also have to discuss Customer Relationship Management (CRM), as the two work hand-in-hand towards effective BRM. 

The relationship between the two is simple. BRM revolves around business units successfully meeting the needs of internal business partners and the external service providers. CRM, in general, helps to manage new, existing, and future customer relationships.  However, the core link between these two is the customer intelligence that is captured and maintained by CRM systems.

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Topics: Business Visualizations, Make your business work smarter, Better Decision Making, Business Relationship Development, Insight Knowledge, Growing Your Stronger Business, Business analytics, Business Intelligence, Info CRM Specialist, Infor CRM Success

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