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"

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.

As you search for ways to make a positive long-term impact for the business consider these proven ways CRM  can help improve the way to acquire, keep and grow more profitable customers....

1. Infor CRM excels at organizing information by context. For example, you can associate emails, documents and sales information with 'top' customers and access these when you need them.

2. Have you ever needed to find information about a customer but you can’t remember all of their details? Infor CRM includes a powerful search and filtering options that will help you find this information faster.

In 2015, the number of Millennial employees (those born between 1982 and 2004) will exceed that of Baby Boomers and by 2030, Millenials will represent 75% of the workforce, according to the US Bureau of Labor Statistics.^₁

• As employees, Millennials value collaboration, rapid advancement, and innovation.

• As customers, Millennials value choice, flexibility, and the ability to do business using the technology they prefer.  Many Millennials research products online, share reviews on social media, order online, and interact with customer service through online chat and social media.

• As suppliers, Millennials prefer partners who can share data streams easily with their own technology, so they can analyze trends and monitor real-time activity. 

To build loyalty for your CRM, employ the data you collect in a coherent and strategic way.

1. Pull together data from other silos and systems.  Better yet strategically plan on which applications are critical and have the capability for data integration and at least 'read' access to data.

   It is sometimes too easy for pesky humans to get involved and begin introducing technologies that expand or rebuild silos.  Marketers bringing marketing automation, sales people bring in lead management and alerting software while everyone seems to have some smart phone app that is not sharing important information.  

   So watch out!  Build a smart strategic plan that is actionable so different departments don't have different data about the same customers. Yes, it will take work and a concerted effort from your leadership to prevent silo rebuilding and data integration issues.

It takes resolve to get the desired success from CRM or any other change initiative

"The challenges companies experience undertaking CRM, are not solved just by deciding to work together.  It requires resolve.  It requires the type of determination that allows you to have an open and honest dialog about what you are doing right and what you are doing wrong." states JC Quintana in his short but powerful book, "CRM to the People".

This resolution process requires groups of people in the company to resolve their differences and answer questions that impact each of them:

• The people making company-wide decisions. They have to ensure that the company is engaging in the right practices - practices that are aligned with the needs of the people who implement them.

• The people enforcing and implementing those decisions and practices.  They are responsible for the successful implementation of those practices.

• The people actually using the new business system on a daily basis. They need to be fully engaged in capturing the information, making the customer relationships work and doing the leg work to generate revenue. 

Getting Work Done with People

If you are always using your Microsoft Outlook and want to manage your day, while getting advanced insights of your business contacts and key accounts.  The latest Infor CRM (formally Saleslogix) Xbar for Outlook 2010 or 2013 needs to be part of your processing.

CEO leads organization to achieve Strategic objective for More Effective Dealer Network

OK, you are the CEO of a privately held, Premier Cabinet Manufacturing company that distributes your products through a Dealer Network spread across the United States. Over the recent years you have bought two smaller cabinet manufacturers and have attempted to merge them into your business.  But growth has leveled off and sales from your Dealer network is almost impossible to forecast and that's running up your production costs to keep cabinets in inventory.  

Your business has three primary product lines that covers the mid to upper level of the buying contractors and consumers. Your business holds 15.2 percent of the market.  But that is not good enough.

A new VP of Sales and Marketing, Susan, has been brought on board to revitalize the sales team and direct dealer network improvements to boost market share by 20 points. Susan comes from a former Boating Manufacturing company that sold though US based dealers. Her former company has been using a successful CRM system for 3 years that integrated marketing, sales and dealer support.  

Now she is requesting a similar CRM system be implemented to achieve this strategic growth goal.  Susan knows from successful experiences that CRM is the key to enabling this cabinet manufacturer to grow their market share and provide the consistency the business needs.  But what must be considered to enable this strategy with a well-used, people-first CRM?