We Blog CRM

Packaged CRM is available in many forms and the biggest advantage that it offers is that of reduced implementation time, in some cases bringing it down to 65%. The advantages of reduced deployment times include cost savings, quicker ROI, less chances of employee frustrations, more time to focus on customization and to orient the CRM systems with the core business objectives. Faster user adoption and easy integration into existing applications are other benefits.

In addition to greater flexibility and customization, new packaged applications on the market now give organizations flexibility in terms of their delivery model. The solutions can be used through desktop applications, the Web browser or mobile devices. They can be deployed on-site as traditional software or acquired as a service over the Internet. They can also be purchased or rented.

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Gartner has issued some sage advice for CIOs who wish to target, attract, and retain new customers. It is the outcome of a worldwide survey of 1,500 CIOs by Gartner. The research firm has outlined seven initiatives that organizations should focus on to build customer loyalty and satisfaction. 

The suggestions stress those aspects that are actionable without losing sight of the broader business objectives. The suggestions include – 

1. Acting on customer feedback.
2. Design processes keeping customer experience in mind instead of working on operational efficiencies as the prime objective.
3. Keep a single window for interactions with the customer at every channel to ensure that there is no mismatch of information provided.
4. Work hard at being more open and approachable which may imply working extra hours and explore channels for greater interaction with the customer.
5. Try to offer personalized service and products but do consider the costs involved.
6. Recruit the right type of people and train them properly; their conduct is a powerful influencer of customer opinion.
7. Work on the entire customer experience, it should be systematic, events should not happen accidentally.

Wayne Human, head of Product Strategy and Innovation in the Software Engineering business unit at The IQ Business Group, feels that CRM has generally failed to live up to its expectations. It is only now that the application technology is beginning to deliver desired results.

Early on, the problem with the first- and second-generation CRM systems was that they were too complicated for employee use and were consequently unable to deliver on the promise of customer-centric service. Incomplete deployments and poor user adoption did not help in generating ROI and CRM was in danger of being relegated to a great idea not worthy of the time and effort necessary for a practical application.

Human states that users are now realizing that they do not really need what he calls “have-it-all and do-it-all to benefit from CRM”. Incident management, sales management, and market segmentation are the three main aspects that a CRM should have, feels Human.

The new CRM applications are mature versions of the earlier ones and they no longer pretend to be a cure-all for all your business woes. Their ease-of-use and practicality are turning them into ubiquitous desktop applications and this, in the final analysis, is going to be the major driving factor behind the spread of CRM technology.

Verint Systems Inc. has announced plans to launch its dynamic Impact 360 with the SMB sector in mind. The Impact 360 offers top-of-the line workforce optimization (WFO) capabilities and will be available only via channel partners and resellers. Impact 360 Express is offered as part of the Verint Witness Actionable Solutions business line’s WFO solution set.

SMB contact centers face multiple challenges, not the least having to face larger competitors that have bigger budgets. The Impact 360 Express targets specific verticals such as the healthcare financial services, telecom and helps them get more sales, control costs, and offer an enriched customer experience.

The solution draws on the salient features of the Impact 360 enterprise version and enables the capture of customer intelligence and optimization of workforce performance. Functionalities offered include recording, workforce management, performance management and eLearning. Compliance and risk management are other aspects that the software helps companies with.
The solution is touted as being low-cost and cutting edge and one that offers increased productivity, reduction in employee churn, and better WFO overall.

It’s like an inexorable march of conquest for Web 2.0, with another CRM vendor acknowledging its role in helping businesses connect with customers and potentials. The new range of CRM products from Sage available on-demand and on-premise will provide users with option of collecting data from online resources.

Sage views the incorporation of Web 2.0 standards as a step forward in offering mobile CRM. Sage is confident that it will be able to provide a consistent user experience irrespective of the user’s choice of device. If indeed it succeeds Sage will perhaps have a one-up on mobile CRM efforts of companies like Microsoft which has tied up with iEnterprise and RIM and Oracle which has tied up with Nokia.

Sage has already introduced internet mash-up capabilities for ACT by Sage, Sage CRM and Sage SalesLogix.

Oracle has announced mobile interoperability with Nokia devices. Now, Nokia products can be used to access Oracle CRM and database software. Much like the Microsoft, BlackBerry, and iEnteprises collaboration, the Oracle and Nokia tie-up will give Oracle further access into the mobile CRM market.

The Oracle-Nokia collaboration offers three-pronged interoperability i.e. Oracle has validated Nokia’s Intellisync Device Management with Oracle’s Siebel CRM software; one can access Oracle Database Lite on Symbian Version 9/S60 Version 3; and run Siebel Wireless can run on the Nokia E90 Communicator.

Oracle has claimed that the combination of CRM and database in a wireless environment will help companies adopt mobile technology across the enterprise. The benefits offered by this partnership include secure and efficient deployment of the mobile CRM, cost effective operations, data security, increased customer satisfaction, and better management of customer issues.

Learn more here.

iEnterprises, a company into desktop and wireless CRM, has come out with the Mobile Edge Express for Microsoft Dynamics CRM. The mobile application is a joint effort involving iEnterprises, RIM, and Microsoft. The click and run application is targeted at SMBs who are using Microsoft Dynamics CRM Live or partner-hosted Microsoft Dynamics CRM and would wish to access the information on their Blackberry Smartphones.

MobileEdge Express is a turn key SaaS solution, which means that it’s inexpensive to deploy and there are no upfront hardware costs, upgrades or licensing fees. The software is a simple download that allows users to obtain instant access to information such as their contacts, opportunities and cases even when they are on the move. The software is available on monthly or annual contract payment.

MobileEdge is perfectly suited for the small screens of handheld devices. Users are spared time consuming data look-ups and slow connections because the MobileEdge uses a client/server architecture that ensures data availability both online and offline; so you are not dependent on cellular coverage for access to information. You can store relevant data on the device as well as on the host server. Intuitive navigation allows viewing of information that is relevant and specific to the need of the moment. Since MobileEdge is deployed and managed wirelessly, upgrades and administration happens smoothly.

Learn more here.

OpSource Connect is a new SaaS solution released by OpSource, which is a Santa Clara, Calif.-based provider of infrastructure and application services. The service will enable companies to access web applications that are spread over multiple platforms.

OpSource Connect makes it possible for SaaS services such as those offered by Salesforce.com and NetSuite to connect to legacy enterprise applications that were hitherto protected by a firewall. This will allow businesses to make optimum use of their available applications.

Learn more here.

I would classify this collaboration as one of the rarer ones; maybe it’s a sign of times to come. One SaaS provider selects provider’s SaaS software and sells the packaged goods as a service to customers. This is exactly what has happened with Blink Logic, whose on-demand BI product has been picked up by CRMG. CRMG is a CRM vendor for SMBs and specializes in reporting and analytics tools.

With Blink Logic software in its arsenal, a company can conjure information out of data; generate reports when they want to, and take decisions quickly. The CRMG tools integrate smoothly and fast with the enterprise workflow and allow the company to move ahead without having to spend a lot of time in selecting, implementing, and adapting to software. CRMG implements the CRM in a phased manner such that the success of one phase depends on the success of the previous one.

Am not sure if Maximizer is stepping into virgin territory, for me at least this is the first time that I am hearing of CRM for the sole proprietor. Of course there are contact managers out there that can be used by entrepreneurs and work from home moms but what Maximizer has done is to be there for the entrepreneur and hopefully grow with him as he moves towards becoming a mid-market player.

The Maximizer Contact Manager allows entrepreneurs to get an idea of how to incorporate CRM into their business. Maximizer hopes that once businesspersons learn the CRM ropes with the help of the stripped down version they will move to the vendor editions that offer more bells and whistles. This transition to a full-featured CRM will accompany a maturity in business and will happen in a seamless manner so that entrepreneurs can add functionalities such as customer service, case management, and marketing when they feel that the time is right.
Maximizer is offering its entrepreneur package at a low cost; features offered include analytics, mobility, reporting and time management and more.