Action Steps for Getting the Most Out of CRM Software
The best contacts and resources to help you get it done

Avoid waste with good CRM software solutions

To ensure you're making the most of your marketing efforts, you should make sure that you're putting your resources into business CRM software that works. If you can't see big results, you should consider upgrading or replacing your customer relations management software.

I recommend: The Software Directory offers information and links to various suppliers who will provide free demos and trials for their software. Find out about more than 200 CRM software vendors and what they can bring to your company through Zoom Info.

Go online for Web-based CRM software companies

For many of the newer online programs you don't even have to download any special software to your systems if you choose Web-based CRM tool software. These operations typically allow you a trial period, which you should take advantage of as well. With many of the CRMsoftware providers, you can even let the providers host your site so little is required of your IT team to implement the system.

I recommend: Try Sales Boom for a free 30-day trial of the latest customer management software they produce. Get a free demo and free online training when you use the web-based on-demand CRM software from Auric Technology.

Bring in a customer management software consultant

If you want to ensure that you're making the most of customer service management software, consider bringing in a consultant to help you choose the right platforms for your use. Specialists can set you up and train you and your staff, leaving you time to enjoy your new operations without as high of a learning curve.

I recommend: Shelko works with companies of all sizes to get their CRM software plans in place and show them how to run their operations so that they can start seeing sales results immediately. 180 Systems is an independent software consulting firm that will help you choose the most appropriate CRM software for your needs.

Helpful advice for making the most of this Guide

• •  Prepare yourself to get some resistance form employees who've been working a certain way for many years. Slowly ease them into using the customer management software rather than demanding that everyone get on board immediately. After they see how easy it is to operate, they will be happy to learn new ways of doing business.

Action Steps
The best contacts and resources to help you get it done

Tap small business CRM software to automate sales

Sales force automation (SFA) allows your company to reduce administrative tasks and boost team productivity. By automating sales efforts, you can better manage the sales cycle, cutting time and human error out of the process.

I recommend: The sales force automation capabilities in Maximizer Enterprise 9 help develop a best practices system. Also visit the Business.com directory for lists of leading players in the sales force automation segment.

Target marketing by tapping customer management software

Pitches are most successful when they reach an interested audience. A small business CRM software system analyzes your customers and sales leads to facilitate targeted marketing.

I recommend: Try Microsoft Dynamics CRM 3.0 — a new marketing automation module creates customer lists and marketing leads. Also, consider NetSuite which tailors campaigns, tracks promotions and manages marketing spending.

Cut complaints using customer service software

Customer service software brings efficiency and speed to customer relationship management, reducing the threat of the unsatisfied customer.

I recommend: The service management tools in SAP Business One CRM provide key tools such as customer history, contract and warranty information. Also, Infor CRM Epiphany coordinates information from across departments allowing customer contact reps to provide faster service.
For more suppliers of customer service software, see the listings at Business.com.

Manage partner relationships with customer service software

Customer relationship management software helps your company manage partner relationships by automating contact and synchronizing efforts to create efficiency and partner loyalty.

I recommend: The Pivotal Partner Management suite creates a collaborative virtual workspace for partner companies to exchange knowledge. Partners share tools and gain visibility into how the relationship is playing out. Also, Neocase creates a customizable partner portal to allowing external vendors to interact with your customer service department for more efficient case resolution.

Tie customer relationship management to analytics

What’s the good of all that data if you can’t make sense of it? CRM software sorts and analyzes customer data for use in creating new products, target marketing and finding efficiencies.

I recommend: I recommend: Microsoft Dynamics CRM Analytics Foundation enables analysis and management of customer processes, analyses of aggregated customer information, and predictive analytics. Also, the Peoplesoft Customer Scorecard from Oracle coordinates information to create a game plan for maximizing customer value. For analytics best suited to entrepreneurs, try the small business CRM software directory at Business.com.

Mobile CRM software puts knowledge into the field

Increasingly, technology functions far from the traditional desktop. Mobile CRM software offers just-in-time information on customer data, shipping and stock information, cutting guesswork and time out of the process.

I recommend: Entellium CRM’s Entellium eMobile puts CRM data in the field. It’s designed for ‘one hand’ use, similar to a mobile music player. Also, SageCRM’s Wireless PDA Access uses the Microsoft Windows CE operating systems to bring real-time data to remote workers.

Helpful advice for making the most of this Guide

• •  Research the software provider’s customer history. Some companies have particular specialties such as automotive CRM software or small business CRM software.
• •  Seek additional input from independent sources such as associations and trade publications.
• •  Be realistic. Customer management software is a tool, not a silver bullet.

Action Steps
The best contacts and resources to help you get it done

Integrate CRM programs into your systems

The user-friendly options available in customer management software make using CRM software solutions easy and accessible for any business now. Small, medium and large companies can eliminate errors and grab those extra customers that will make you more profitable with business CRM software that can operate your entire workflow processes.

I recommend: Learn about the various uses for CRM software platforms at Effexis. Take advantage of the expertise offered by the consultants at 80/20 Sales Performance and the research they’ve done on CRM software.

Go online for Web-based customer service management software

For many of the newer online programs you don't even have to download any special software to your systems if you choose to engage Web-based CRM software vendors. These operations typically allow you a trial period, which you should take advantage of as well.

I recommend: Find reviews and articles on Global Spec for all your CRM questions and directions. Learn about the wide ranges of uses for your CRM software platforms at CRM Infoline.

Find CRM software providers

Once you've opened up the possibilities of running your business with the assistance of CRM software companies, you need to get your team onboard with the programs. Instead of calling on consultants to handle projects, your sales staff should be able to easily reach and retain new customers.

I recommend: Find the best way to use CRM software applications with the information available at Infor. CRM Landmark is an independent CRM research company that provides information and research on the products that drive the customer relationship building arena.

Helpful advice for making the most of this Guide

• •  Before choosing CRM software for small businesses, let your key employees try the free demos to see if they agree on the choice of programs. It will be easier to get buy-in from your staff if everyone participates in the final decision.

Action Steps
The best contacts and resources to help you get it done

Collaborative filtering

Collaborative filtering enables a business to offer specific products or services to their clientele based on what similar clients have purchased in the past. Collaborative filtering is particularly popular among internet retailers.

I recommend: A more in-depth discussion of collaborative filtering as utilized by CRM software and the related industry can be found at CustomerServiceZone.com.

360-degree customer view

A 360-degree customer view offers a total view of the customer relationship dynamic for a business. CRM software can provide this view by better integrating marketing campaigns hosted by the company as well as through customer support incidents and customer selling, which takes place through sales force automation.

I recommend: Information about the 360-degree customer view, research and a more thorough definition of the term can be found at DestinationCRM.com.

Contact management

Contact management is a feature of CRM software which allows for the storage, organization and retrieval of client data including phone, email, address and fax information.

I recommend: Highrise is one of the many providers offering CRM software contact management capabilities. At HighriseHQ.com, readers can learn what contact management software is capable of and why it is beneficial. Additional overview information is presented at LifeHacker.com.

Software as a service

Software as a service, abbreviated as SaaS, refers to the delivery of a software program or product via a service subscription. CRM software is now available in the form of a pay-as-you-go subscription as opposed to the traditional procurement. CRM software as a service is hosted remotely and then delivered to the software users by their World Wide Web browsers.

I recommend: CRM software as a service is discussed in detail on Reuters.com, as well as WebProNews.com.

3G

3G is a wireless protocol technology that supports the transmission of data. There are a number of CRM software vendors and service providers who have invested in the technology in order to offer their clients wireless and mobile CRM solutions.

I recommend: A basic definition of 3G and 3G technology is offered by TechTarget.com, while the implementations of 3G technology and CRM software is explored at CRMBuyer.com.

Inventory control

Inventory control is the aspect of CRM software which allows the users of the software to manage the product inventory, consumer base and placed orders.

I recommend: Inventory control software capabilities and offerings are explored at both BossLogics.com and CRM-Inventory-Control.com.