CRM For Small Business http://www.crmforsmallbusiness.com Learn about CRM for Small Businesses Thu, 22 Mar 2012 00:11:23 +0000 en hourly 1 http://wordpress.org/?v=3.2.1 Differences between CRM implementation and CRM adoption (Part 2) http://www.crmforsmallbusiness.com/differences-between-crm-implementation-and-crm-adoption-part-2/ http://www.crmforsmallbusiness.com/differences-between-crm-implementation-and-crm-adoption-part-2/#comments Mon, 23 Nov 2009 03:39:06 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=34 My second example goes like this: I meet with the Director of Sales for a web design company this is  one of the companies that have implemented a project aimed at improving the productivity of the sales force. One aspect that is discovered is that users of a group of sales (institutional sales) do not make frequent use of the tools supplied. Another group of sales (sales to retail customers) make excellent use of the tools and the management of this area has all the information up to date commercial, managerial and business productivity tools, like google tools, accounting software and predictive dialer software.

In this same organization, the customer service area, which through a call center, maintai

]]> http://www.crmforsmallbusiness.com/differences-between-crm-implementation-and-crm-adoption-part-2/feed/ 0 CRM for small business and open source solutions http://www.crmforsmallbusiness.com/crm-for-small-business-and-open-source-solutions/ http://www.crmforsmallbusiness.com/crm-for-small-business-and-open-source-solutions/#comments Tue, 17 Nov 2009 03:28:29 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=32 Customer Relationship Management (CRM) has become a necessary component to service existing customers and follow up new sales leads. Even before the global business slowdown was evident began investigating the benefits of implementing CRM solutions for open source. CRM Open Source Software is usually available free of charge and is generally available as an Internet download. Today, small and medium size business owners are using the software open source CRM to help streamline their business processes with the expectation of generating more sales opportunities.

Open source CRM solutions must be able to manage existing clients, facilitate exploration, generate online sales leads, launch and monitor marketing campaigns, analyze needs and preferences, integration with existing applications and provide secure access to enterprise data from any computer with internet connection and a browser. There are several ways to join to several CRM projects for small businesses that can lead you to the top in your company or organization. I would like show you some examples of this.


Here are a few keys to select the right CRM solution open source:

• Ensure that the CRM software open source that you choose has the ability to capture all relevant customer and sales related information. At a minimum, your CRM solution should be able to easily record all interactions with customers. One of the main advantages of CRM software is its ability to help collect, store and share data to all appropriate areas of your business – in real time.

• Before implementing a CRM tool, open source, you must first understand their sales and existing workflow marketing. Your CRM solution should be able to integrate with existing processes or its sales and marketing team will not use.

• It is essential to understand the level of customization required. Do you have the required technical skills on staff to implement changes? Does the CRM tool provide an API (Application Programming Interface) to extend the platform? Custom changes to prevent future upgrade options? The answer to these questions in advance will save time and money later.

• Determine whether the tool can integrate with CRM applications used by its staff. For example, you should know if the CRM tool can share or exchange data with your email client (e.g. Outlook or Thunderbird). You should also know if the CRM solution provides an easy to use the import or export of data mining and other functions of sales analysis.

• Determine the level of support they require. Most open source providers make their money on service and support rather than software sales. Therefore, to investigate the various levels of support for open source provider.

• Investigate the level and quality of third-party extensions. Too often, companies are able to find plugging for free or low cost and avoid the expense of internal development. Third-party extensions can add necessary functionality and save time and money. For example, third party payment modules have become a necessary component for the acceptance of electronic payment at point of sale.

]]> http://www.crmforsmallbusiness.com/crm-for-small-business-and-open-source-solutions/feed/ 0 The authentic meaning of CRM for small business (Part 2) http://www.crmforsmallbusiness.com/the-authentic-meaning-of-crm-for-small-business-part-2/ http://www.crmforsmallbusiness.com/the-authentic-meaning-of-crm-for-small-business-part-2/#comments Wed, 11 Nov 2009 03:16:01 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=28 “This is the continuation of our previous edition of this article. We encourage you to read it for a better understanding of the meaning of CRM for small business.”

With the implementation of CRM system, the company must be able to anticipate customer desires. The system should be a means of getting information without reaching the level of customer harassment. The response rate must be high, since the user will not wait forever, and offer several options to enable it to establish contact with the company. A “one stop call” service and 24 hours would be ideal for the user. Finally the real meaning of CRM for the company is: to increase sales, increase profits, increase margins, enhance customer satisfaction and reduce costs of sales and marketing.

What is the future of this popular market trend?

If for CRM for small business (Customer Relationship Management) means the area of software companies implement solutions that promises to solve many problems, increase profits and reduce costs of an almost magical to CRM you can expect a short life. Conversely, if CRM is viewed from a broader viewpoint, “as a tool for listening to customers, learning to understand, and adapt products and services to their particular needs, then the application will become increasingly valuable, surviving long term.

Although the concept that gave birth to CRM is as old as business itself, in the last fifty years, as companies began to become global corporations and to service millions of customers, their importance was relegated to the background, what brought up the return customer service is impersonal, anonymous and that their quality was standardized.

The ability of each company to re-implement the foundations on which CRM is based-treat customers properly, recognizing their individuality and satisfy their particular needs, depends not only the future of this tool, but also that of the company itself that will increasingly need to provide customer service excellence to be able to compete in the market.

How to take advantage of electronic communication?

Web, email and other electronic channels (e.g. Call Centers) brought information before difficult to obtain, at the fingertips of the client, which caused him to be better informed and, consequently, has become more critical and powerful. The above communication channels also made them easier to contact the companies, which now need to efficiently respond to this demand for attention. To meet the needs of its customers effectively, companies use CRM to collect and analyze information about them, and then distinguish their preferences.

Then the resulting product used for the benefit of both sides that lead to unique relationships with them. This process not only requires the implementation of new technology, but mainly a change in the way of interacting with the customer: you need to talk less and listen more, and change processes, for example, testing and marketing offers defined According to customer needs. CRM gives the company a valuable opportunity to know the client and, therefore, learn to serve. Not to be missed.

]]> http://www.crmforsmallbusiness.com/the-authentic-meaning-of-crm-for-small-business-part-2/feed/ 0 The authentic meaning of CRM for small business (Part 1) http://www.crmforsmallbusiness.com/the-authentic-meaning-of-crm-for-small-business-part-1/ http://www.crmforsmallbusiness.com/the-authentic-meaning-of-crm-for-small-business-part-1/#comments Sun, 01 Nov 2009 03:14:41 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=25 CRM (Customer Relationship Management) is understood as the Management on the relationship with consumers, but it’s as generic as any phrase in English translated into Spanish. But for a better understanding it basically refers to a strategy of customer-centric business.

According to Don Alfredo De Goyeneche, in its publication in the journal Economics and Management, University of Chile, which refers to “CRM’ at a business model whose strategy is aimed at achieving identify and manage those relationships in more accounts valuable to a company, working differently in each of them in a way that can improve the effectiveness of customers. In short be more effective when interacting with customers.

Under this concept, it would be good depth, as these three words include much more. The CRM for small business as defined by Barton Goldenberg consists of 10 components:

* Functionality of sales and administration
* Telemarketing
* Time management
* The customer service and support
* Marketing
* The information management for executives
* The integration of ERP (Enterprise Resource Planning)
* The excellent data synchronization
* The e-Commerce
* Service in the sales field.

However, the word loyalty virtually summarizes its meaning, since CRM is dedicated to acquiring and maintaining customer loyalty, specifically those accounts more valuable. “You will get more than your customer’s wallet, when you take the time to be on the lookout for them” so conceptualized Janice Anderson, vice president of CRM Solutions from Lucent Technologies. CRM benefits are realized not only in the retention and customer loyalty, but also have a more effective marketing, create intelligent cross-selling opportunities and open the possibility of a rapid introduction of new products or brands.

In short, they want the companies to reduce the cost of obtaining new customers and increase loyalty of those already approached. The latter come to form one of the most valuable assets of the company. What is the most effective way to communicate with our customers? Direct mail is the most widely used traditional means to establish communication between the company and its customers. The Call Center (or call centers) is one of the means that have grown over the past 10 years, their effectiveness has been reflected in the satisfaction of each of its customers.

Other ways to attract customers and communicate with them are the e-mail and Internet, which will be discussed later in chapter four or via different call for actions, like having 1300 numbers options. In the process of implementing a CRM system must be involved not only the technology side, but the whole company must live the adventure of the adoption of CRM. How? Barton Goldenberg damage with 14 of experience in this area was summarized in 10 success factors:

* Determine the functions that you want to automate
* Automate only what needs to be automated
* Get the support and commitment from the highest echelons of the company
* Use technology wisely
* Involve users in designing the system
* Make a prototype system
* Enables users to
* Motivate staff to use it
* Manage the system from within
* Keep an administrative committee of the system for questions or suggestions

]]> http://www.crmforsmallbusiness.com/the-authentic-meaning-of-crm-for-small-business-part-1/feed/ 0 Differences between CRM for small business, implementation and CRM adoption (Part 1) http://www.crmforsmallbusiness.com/differences-between-crm-for-small-business-implementation-and-crm-adoption-part-1/ http://www.crmforsmallbusiness.com/differences-between-crm-for-small-business-implementation-and-crm-adoption-part-1/#comments Sun, 25 Oct 2009 03:07:13 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=21 An interesting title, I’ve taken from an article in the latest issue (May) from CRM Magazine. In these days analyzed with some of our project leaders to the fact as demonstrated success in implementing various projects of CRM and SFA to manage jointly with our customers, but also the concerns about that in some of these projects, the level of adoption by the user community of some functions of the system has not been as deep as planned and desired.

Therefore, it is interesting to analyze in greater detail which can be the causes of one project to another, with relatively similar objectives, present large differences in the final results of a CRM implementation and even within the same organization, presented significant differences in the achievements of two or three roles within the company that have adopted the use of a CRM for small business system.

As leader of a CRM project, we face the fact we were able to complete and stabilize an implementation of a CRM initiative (not just CRM software, which is only a support element, a tool to support strategy centralization on the client), thus we consider our mission accomplished. The problem arises when over time starts to become evident that the project has not achieved the results and functional areas have “adopted” the components of the CRM initiative in their work everyday.

The fact is not implemented in time, budgeted cost and scope (if it does, anyway my very sincere congratulations). And this is where much of the problem lies. It turns out that in the course of time, after putting to run a CRM tool is concluded does not. My conclusion in this regard is the following. The only thing that is failing, it is probably the tool or software. What usually fail is the orthostatic vital components of a CRM initiative, business processes, culture and training of people running those processes and data that support the tasks to be executed.

Let me illustrate my point with some examples.

Users of the area of marketing do not use the CRM system and its area director is not the way to achieve the adoption of the use of such a tool in the execution of the work of relationship marketing.

These processes are executed in accordance with the criteria of each officer and use the tools that they seem more comfortable. There is no monitoring of compliance and documentation of activities in these processes of relationship marketing.

The indiscriminate use of spreadsheets and unstructured databases is the common denominator. When asked the reason for not adopting the use of the system in its work, the issue comes out that the data included in the central database is not reliable. Finally a couple of officials indicate that there were not worked at the company when it made the implementation and received the charge with a very basic induction using the tool.

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]]> http://www.crmforsmallbusiness.com/differences-between-crm-for-small-business-implementation-and-crm-adoption-part-1/feed/ 1 How avoid common mistakes implementing CRM for small business http://www.crmforsmallbusiness.com/how-avoid-common-mistakes-implementing-crm-for-small-business/ http://www.crmforsmallbusiness.com/how-avoid-common-mistakes-implementing-crm-for-small-business/#comments Tue, 20 Oct 2009 03:03:03 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=19 There are many SMEs that relied on fast implementation of CRM solutions to transform their customer relationships. But this rapid adoption of the software is doomed to failure if not accompanied by a change of mentality among the members of the organization, because CRM is not a magic tool, but one that must be implemented properly and requires a trained group, which devoted exclusively to it.

Consider that small and medium enterprises have an average of 50 employees, making it impractical to devote some of them to process data exclusivity. Normally, this responsibility lies with the marketing manager or sales that gathers information semi processed by the heads of departments to take some determination. Otherwise, all the useful information can be obtained through it becomes unfruitful.

The most common faults when purchased CRM are two:

1) Many times the CRM implementation is limited to the IT department, so it becomes irrelevant for both the company and the customer who is trying to serve better.
2) Although CRM has been deployed successfully, only part of the company uses it and, therefore, the customer receives an experience in dealing with this segment and its various divisions.

For the CRM for small business implementation to fruition, the company must understand its ramifications and consequences, not only on the customer service area, but the departments of marketing, sales, call centers and Web sites. After all, companies exist because there are customers and, therefore, must be taken into account that although the influence of the client on the internal process and the way business is indirect, is a factor. Moreover, because CRM is still a recent and first of its kind, many companies seem to believe that buying software is sufficient to bringing its customer service area.

Then it should be mentioned that the CRM implementation must be gradual and that requires a specialized working group in their management before they start to light the benefits that brings (what’s the use, for example, the software generates statistical data but there someone who can analyze it?) as the way in which every company needed time to adapt to the technological revolution and its impact on their business model, should be understood that CRM will bring changes advantageous only if it is supposed to do magic. While implementing CRM solutions have satisfactory long-term consequences, be aware that no exception to the rule that any software has immediate benefits, is imminent.

Additionally, it should be noted that the use of CRM must be accompanied by a large share of the traditional values of customer service, listen and treat it as a unique value that the benefits are real.

Then it should be mentioned that the CRM implementation must be gradual and that requires a specialized working group in their management before they start to light the benefits that brings (what’s the use, for example, the software generates statistical data but there someone who can analyze it?) as the way in which every company needed time to adapt to the technological revolution and its impact on their business model, should be understood that CRM will bring changes advantageous only if it is supposed to do magic .

]]> http://www.crmforsmallbusiness.com/how-avoid-common-mistakes-implementing-crm-for-small-business/feed/ 1 What about CRM on demand for small business http://www.crmforsmallbusiness.com/what-about-crm-on-demand-for-small-business/ http://www.crmforsmallbusiness.com/what-about-crm-on-demand-for-small-business/#comments Sat, 12 Sep 2009 12:35:07 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=16 When the CRM on demand was being introduced, many voices were raised to denounce its drawbacks: the difficult customization, integration with other applications, technical support, data storage by third parties, control over data and control over the reports of the effectiveness of the service , not to mention the ever-important issue of data security.

The main drawback with the CRM for small business on demand systems is that the most important of our company are in the hands of a third. Although the model makes time Application Server Provider (ASP) is well known, is not as difficult and expensive to install your own server solutions within the enterprise. It requires infrastructure, both human and technical resources of the computer area, and time to develop. Integration with other applications has been one of the workhorses of the demand CRM.

From the point of view that companies offering on-demand software update the source code of their programs unilaterally, this opens the possibility for a process with another application that is integrated in this system can be broken by a change not can control.

The data privacy laws that protect privacy are other matters to consider. We must find out what procedures you use our on-CRM on demand provider to protect our data. As we can see the field on-demand systems are not perfect. An interesting way to approach this subject can choose a solution in “hybrid” rent now, buy later. An emerging trend is that companies adopt on-CRM on demand solutions as a way to assess the capabilities of CRM solutions before choosing it for internal use, thus minimizing the investment risk.

This allows companies about mitigating the risk from experience and multiplies the benefits of rapid deployment. Once companies see the return on investment (ROI) of that software, then you begin to assess the possibility of adopting the solution in an internal company server. The decision between choosing a solution or on an external solution on demand is based on several factors. It is important to evaluate our resources, the cost of opportunity, what we need to level of customization or adaptation of the tool, and what conditions imposed by our activities in the same sector.

The relationship management (CRM Customer Relationship Management) is managing the relationships with its customers, including potential customers. CRM combines business processes, people and technologies to achieve this simple goal: to obtain and maintain the level of customer satisfaction. This is a comprehensive strategy to help you learn something more to their customers and their behavior so they can establish more lasting and permanent benefit to you and your customers. It is very difficult to run a business successfully without a powerful CRM solution.

A successful CRM for small business involves many different areas of your business, starting with sales, of course. With Sales force CRM Software as a Service and our Force.com Cloud Computing platform, can handle your customers and your budget at the same time (something very important in today’s economy).

]]> http://www.crmforsmallbusiness.com/what-about-crm-on-demand-for-small-business/feed/ 0 How managers should support CRM implementation http://www.crmforsmallbusiness.com/how-managers-should-support-crm-implementation/ http://www.crmforsmallbusiness.com/how-managers-should-support-crm-implementation/#comments Wed, 09 Sep 2009 12:08:41 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=11 While executives of large companies share the view that technology has helped them strengthen relationships with customers, 55% say that some shortcomings of the Management of Customer Relationship (CRM) are motivated by the lack of attention of the leadership of the company, according to a study by Accenture. The report’s findings coincide with the opinion of Accenture that, despite the benefits of such techniques, CRM has failed to develop its full potential yet. About 74% of executives believe that you do not have adequate strategic planning for the management of customer relationships.

“Too many CRM projects focus on the mechanics, tools and specific technologies rather than on the last end of it: increase the value of customer relationships. CEOs now face the challenge of not only provide sales and service function more complex, but also to deliver and manage these functions more quickly and in a more profitable, “said Alfonso Gonzalez, Partner at Accenture.

Companies have some significant obstacles ahead to make their CRM initiatives succeed. When designed and implemented properly, CRM for small business can produce an exceptional economic value. Moreover, the report notes that over half the study participants (56%) say that their companies would grow between 1% and 20% if they could get access to complete customer data.

There is also a great match on the consideration that technology can provide “historical data, current and real-time” customers that would stimulate sales significantly: 35% say that sales could increase “largely”, while 43% said they would “to some extent. Furthermore just over 20% believe they are optimizing all customer data “largely” to boost sales. Some 47% say that this data is used “to some extent. When asked if the technology was helping their companies gain a better understanding of customers, 33% said it helps them “by far”, while 54% believe it does “to some extent.

Among the other reasons mentioned to explain the difficulties of CRM software include: From the lack of vision of long-term CRM for small businesses, to inadequate investment planning, through the improper calculation of the profitability of them.

Technology solutions designed to establish more profitable and longer lasting with customers are generally associated with a type of popular applications such as Relationship Management Customer or CRM. According to the study, more than half of the sample thinks that data and customer knowledge obtained through CRM can increase sales by up to 20%.

“CEOs should take closer look innovative and proven methods to maximize the return on CRM investments and initiatives of customer value back to the basics. The key lessons learned will help companies achieve this objective” says Beth Eisenfeld, head of research at Gartner CRM issues.

Accenture conducted the study along with Wirthlin Worldwide. The Comprehensive Study for executives (Executive Omnibus) Wirthlin is designed to learn what they think the most responsible business issues affecting businesses today. Wirthlin interviewed a representative sample of the Fortune 1000 over May 2002.

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]]> http://www.crmforsmallbusiness.com/how-managers-should-support-crm-implementation/feed/ 0 Implementing CRM in your Small Business http://www.crmforsmallbusiness.com/implementing-crm-in-your-small-business/ http://www.crmforsmallbusiness.com/implementing-crm-in-your-small-business/#comments Fri, 04 Sep 2009 02:45:07 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=5 There are many small businesses that relied on fast implementation of CRM solutions to transform their customer relationships. But this rapid adoption of the software is doomed to failure if not accompanied by a change of mentality among the members of the organization, because CRM for small business,  is not a magic tool, but one that must be implemented properly and requires a trained group, which devoted exclusively to it.

Consider that small and medium enterprises have an average of 50 employees, making it impractical to devote some of them to process data exclusivity. Normally, this responsibility lies with the marketing manager or sales that gathers information semi processed by the heads of departments to take some determination. Otherwise, all the useful information can be obtained through it becomes unfruitful.

The most common mistakes when purchasing CRM for small business are two:

1) Many times the CRM implementation is limited to the IT department, so it becomes irrelevant for both the company and the customer who is trying to serve better.

2) Although CRM has been deployed successfully, only part of the company uses it and, therefore, the customer receives an experience in dealing withthis segment and its various divisions.

For the CRM implementation to fruition, the company must understand its ramifications and consequences, not only on the customer service area, but the departments of marketing, sales, call centers and Web sites. After all, companies exist because there are customers and, therefore, must be taken into account that although the influence of the client on the internal process and the way business is indirect, is a factor. Moreover, because CRM is still a relatively young technology and the first of its kind, many companies seem to believe that buying software is sufficient to bringing its customer service area.

Then it should be mentioned that the CRM implementation must be gradual and that requires a specialized working group in their management before they start to light the benefits that brings (what’s the use, for example, the software generates statistical data but there someone who can analyze it?) as the way in which every company needed time to adapt to the technological revolution and its impact on their business model, should be understood that CRM will bring changes advantageous only if it is supposed to do magic .

While implementing CRM solutions for small business,  have satisfactory long-term consequences, be aware that no exception to the rule that any software has immediate benefits, is imminent. Additionally, it should be noted that the use of CRM must be accompanied by a large share of the traditional values of customer service, listen and treat it as a unique value that the benefits are real.

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]]> http://www.crmforsmallbusiness.com/implementing-crm-in-your-small-business/feed/ 0 Are you aware of the CRM impact in your small business? http://www.crmforsmallbusiness.com/are-you-aware-of-the-crm-impact-in-your-small-business/ http://www.crmforsmallbusiness.com/are-you-aware-of-the-crm-impact-in-your-small-business/#comments Fri, 04 Sep 2009 02:28:27 +0000 CRM for Small Business http://www.crmforsmallbusiness.com/?p=3 Lately we have been immersed in a sea of acronyms and initials as ERP, MRP, B2B or B2C, almost all associated with technological developments applied to business. One of the most talked about is CRM and though I’m sure almost all know that means Customer Relationship Management, well I’m sure many associate it with an administrative software package, which is a justified error in the information we receive daily.

So to get rid of doubts, consider what is and is not CRM. First, the concept of CRM itself is not directly related to technology. CRM is a corporate philosophy which seeks to understand and anticipate the needs of existing clients and also the potential that currently rests on technological solutions that facilitate their implementation, development and utilization. In short, this is a business strategy focused on the customer and their needs.

CRM is a strategy of customer-centric business is not software

It is true that CRM is a trend that resulted from the companies of the “new economy”, David Sims1, in his article “What is CRM?” Liz citing Shahnama says: “CRM is a term that is not really new. What is new is all the technology that allows what was previously done in the stores. The owner had few customers and enough memory to know what liked each customer. What makes the technology is allowing us to return to that type of model. ”

CRM is not new; new technologies have allowed their empowerment

The proper implementation of the CRM model must be an elaborate process in which integrates the entire corporation involving changes in their strategies, functions and processes. Only when you have made these changes and the firm is focused on the customer will be useful to employ a technology solution to support the new concept. CRM software will not improve anything by itself.

Why does a CRM strategy as important in a company?

Because the competition can not be overlooked that the protagonist of the film, the customer. Effective implementation of CRM can improve customer relationships, better understand and reduce the costs in the pursuit of new prospects and increase the loyalty of existing ones, which in both cases, means more sales and more profitability for the business. In addition, benefits are also obtained better results related to the launch of new products or brands and in developing more effective marketing.

Some key factors to cover in a CRM implementation

Share information with suppliers: this way we are ensuring that the product from its raw material has the characteristics desired by the customer. Determination of the marketing campaigns: You must identify what forms of marketing to effectively reach our customers and which ones can attract new ones. The question is whether you can do direct mail campaigns, email marketing, direct contact at points of sale, etc. Fast and effective management of service requests and orders: through the customization of call centers or automated sales force taking advantage of the Internet

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