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

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

Infor CRM Strategies: An Example of How Your Customer Service Team Tracks Quality Control



Posted by Dick Wooden

In this final post of the series, we will look at an example that illustrates Infor CRM’s support of a quality control system and walk through how customer service representatives can utilize it along with the software’s Tickets functionality to track quality control issues and identify trends.

Example for Improved Quality Control

Say for instance you are the operations manager of a computer and electronic product manufacturing company. One of your company’s operations goals is to track quality control issues of your products. As you manage the daily operations of your company, it is brought to your attention that over the last 30 days your company has seen a noticeable increase in calls from clients about defective laptop monitors. You find that the issues range from broken screens, to screen backlights not working, to screens going completely blank, amongst other issues. And the issues are occurring with multiple brands. 

Let’s look at this issue more closely.  On the surface, what is clear is that clients are having problems with your computer screens and they are possibly due to a variety of reasons. But you also notice that it could be a manufacturing issue since it is affecting more than one brand at once. There are several questions to consider as you begin your analysis:

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Topics: Customer loyalty, Make your business work smarter, Insight Knowledge, Customer Service Improvement, Customer Retention, Infor CRM, Infor CRM Specialist, Make CRM Stick, Quality Control System

Infor CRM Strategies: Your Customer Service Team In An Effective Quality Control System



Posted by Dick Wooden

We are going to dedicate the next 2 parts of this 3 part series to quality control. In this part however, we are going to identify the contributions of your customer service team to a quality control system in addition to how Infor CRM can support such a system.

Effective Quality Control System

Quality control entails evaluating issues and testing the end result. But what makes evaluation and testing most useful is when there is an effective quality control system in place. What is a quality control system? A system that allows you to evaluate and test the quality of your products or services, and as a result renders important information towards discovering trends that ultimately inform your decisions on what product or process improvements need to made and when to make them. 

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Topics: Customer Experience Improvement, Customer loyalty, Compare SalesLogix and ACT!, Building Stronger Relationships, Make your business work smarter, Trusted Advisor, Customer Retention, Customer cultivation, Well Used CRM, Infor CRM Specialist, Infor CRM Success, Make CRM Stick, Quality Control System

How Customer Service Reps Use CRM to Provide Better Service



Posted by Dick Wooden

Value in the Company's Customer Service Team

Generally when the topic of CRM software comes up, people immediately think about how salespeople use the system, but rarely how Customer Service Representatives (CSR) use CRM strategy to provide better service to customers. As critical as the sales force is to success with the system, there are a number of company-wide parties that serve key roles in creating the overall customer experience. But maybe none more integral than a company’s customer service team—those who interact with customers on a daily basis. 

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Topics: Customer Experience Improvement, Customer loyalty, Knowledge transfer, Knowledge Capture, Make your business work smarter, Customer Service Improvement, Know your customer, Trusted Advisor, Infor CRM Specialist, Infor CRM Success

Infor CRM Strategies: To Help Your Customer Service Team to Manage Customer Complaints



Posted by Dick Wooden

This is part 1 of a 3 part series where we will talk about Infor CRM strategies that empower your Customer Service Team to both manage and improve core elements of your customer relationship.

In this post we will discuss strategies to manage customer complaints by empowering customer service representatives with the right technology tools, along with standard processes.  

Managing Customer Complaints 

This Payroll Services Company offers educational training classes to their clients on how to use their payroll software, and uses Infor CRM to track and identify if their client associates have been trained and for managing customer complaints.  

When customers contact the company with user questions about their software, the CSR is able to verify if the customer has been trained on the software or not and if there is a need to redirect them to the proper educational classes. If the CSR determines that the customer does not need training, the CSR documents the specific question or problem they’re having with the software and provides the proper resolution. 

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Topics: Customer loyalty, Make your business work smarter, Customer Service Improvement, Know your customer, ROI, Infor CRM Specialist, Infor CRM Success, Make CRM Stick

Why So Many Businesses Are Orphaned from CRM Vendor



Posted by Dick Wooden

As we discussed in "5 Ways to Avoid the Pains of Being Orphaned..." post, there are several ways to avoid being orphaned by your CRM provider. But it’s important to know why this even happens in the first place on the side of the software vendor or implementing partner.

Four key reasons

From our years of experience, we have found four common reasons why vendors have dropped the ball and been unable to support their client-partners resulting in them being orphaned. 

  • Disconnect between sales and implementation.

    There is little or no transfer of information gathered by the sales person during the selling process. As a result, there isn’t any information to be passed that was passed on to the implementation team. This is often a result of a vendor lacking defined procedures and workflow, which is a recipe for poor communication between these departments. When a sales person is focused on closing a sale and moving on to the next prospect, they can forget about what implementation needs to get the client started off properly.

    And on the other end, implementation is tasked with getting the information they need, and in some case just move forward with limited information. At the end, it’s the client that suffers the most when their CRM system implementation is mishandled, their support is unavailable, and solutions are not readily available.

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Topics: Business Visualizations, Make your business work smarter, Business success with CRM, Strategic Business development, Trusted Advisor, Customer-Centric Strategy, Business traction, Infor CRM, Well Used CRM, Business Process Automation, Infor CRM Education, Purpose Build CRM, Infor CRM Specialist, Infor CRM Success, Vision Realization, Best Practices, CRM Orphan

Increase sales productivity with Contour Geocode mapping



Posted by Dick Wooden

Maps and Driving Directions

Let's say you are a field sales professional that is out of the office visiting a prospect.  You find that you have some time on your hands while visiting the Chicagoland area.  It would be very helpful to use your mobile phone or tablet to check options from your Infor CRM system

The following is an image from Infor Mobile client and it is using a current location with option to show a type of account like Customer with a listing of those near by.  Once an account type is chosen the list of accounts nearest you are shown.  In this case from 1.5 miles out to about 15 miles away.

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Topics: Make your business work smarter, Sales Productivity Improvements, Know your customer, Saleslogix Tips, Infor Mobile, Infor CRM Updates, Infor CRM Specialist, Infor CRM Success, Make CRM Stick, Infor CRM 8.3, Contour Proximity Search

5 Ways to Avoid the Pains of Being Orphaned by Your CRM Vendor



Posted by Dick Wooden

First of all, what does it mean to be orphaned by your CRM vendor? 

In short, it means that your CRM vendor sold you on a CRM product and for one reason or another (which we talk about here) forgot about you.  Are you feeling left behind?

Of course, it’s no secret that choosing the right CRM vendor can be a difficult decision to make, especially if it is not approached with a clear strategy. There are so many things to consider. There is determining your own business needs, but there is also the task of figuring out what you should look for in a vendor to determine if they are able to meet those needs. This is the first step to avoid finding yourself orphaned by your vendor, like so many other businesses. 

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Topics: Business Visualizations, Make your business work smarter, Business success with CRM, Strategic Business development, Trusted Advisor, Customer-Centric Strategy, Business traction, Well Used CRM, Business Process Automation, Purpose Build CRM, Infor CRM Specialist, Infor CRM Success, Vision Realization, Best Practices, CRM Orphan

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