CUSTOMER RELATIONSHIP MANAGEMENT FOR RETAIL

Size: px
Start display at page:

Download "CUSTOMER RELATIONSHIP MANAGEMENT FOR RETAIL"

Transcription

1 The rise of CRM and how it s transforming business interactions CUSTOMER RELATIONSHIP MANAGEMENT FOR RETAIL Why customer loyalty pays dividends Delivering a personal experience Unsurprisingly, a survey conducted by Marketing Charts found that the best way to create customer loyalty is to provide exceptional customer service 24 hours a day, seven days a week. Would you expect anything different? This whitepaper takes a look at how a customer relationship management (CRM) system can do just that, as well as increasing brand loyalty and customer retention. Finding the right CRM solution The first step is to decide on a solution that is powerful and flexible and can be tailored to different industry sectors. The second step, where the real value is felt, is engaging with the right delivery partner. Choosing the best implementation partner for your organisation plays a vital role in ensuring success. An experienced partner will be able to deploy the most appropriate CRM solution for a company based on industry type, size of business and other relevant criteria. Different systems have their own strengths and weaknesses, which can impact on overall functionality. The right partner should have extensive knowledge of the marketplace and a proven methodology to implement a solution that s the right fit for a business a CRM system that will enable them to deliver a truly personalised service. It s widely believed that customers engage with competitors because of pricing or product. Yet a study by The Rockefeller Corporation shows that 82% of customers leave because they think a company doesn t care about them. We all want to be treated as individuals and to feel we matter. A CRM system can automate business processes that nurture customer satisfaction and loyalty. To gain competitive advantage, companies need to make sure every interaction they have with their customers is a personal one. Therefore, choosing a system that automates synchronicity between departments to such an extent that dependable customer service can be guaranteed across an entire organisation, is a must. Word of mouth Customers who receive competent and knowledgeable service not only want to repeat the positive experience they also want to share it with their family and friends. But the same can be said for a bad experience. ClickFox found that one in two people would tell their family and friends about a negative experience, and in the UK that rises to two in three people. The study of 440 consumers also found that 35% would stop doing business with the company altogether. An effective CRM platform helps connect all forms of engagement with the customer so that each touch point feels like it is relevant and adds value. It allows companies to provide customers with a consistently good service.

2 The growth of CRM The rise of mobile CRM The pressure is now on for companies to achieve high levels of service across every sector of their organisation. Implementing a first class CRM strategy that allows companies to reduce costs and increase profitability has therefore become a greater focus for organisations who want to remain ahead of the game. With global mobile device usage expected to reach nearly 2 billion this year (source: Morgan Stanley Research), combined with the growth of mobile workforces and home office workers, companies that embrace the growth of mobile use are benefiting from a number of advantages, highlighted by a Forrester research survey: CRM SOFTWARE REVENUE FORECAST 36,509 (MILLIONS OF U.S. DOLLARS) 31,729 Source: SuperOffice.com 18,090 16,080 13,930 20,797 23,886 27,537 74% increase in customer satisfaction due to faster response to request and inquiries 87% improvement of sales and employee productivity 73% improvement of business process efficiency 77% boost productivity and efficiency of frontline employees 62% increase in usage and adoption of CRM applications A mobile CRM solution that provides real-time access to information is no longer a nice to have but is something that is critical in order for an organisation to remain competitive. In 2008, CRM spend was forecast to reach $18 billion by 2016, yet a recent report by Gartner shows growth has doubled and is now expected to reach more than $36 billion, such is the increase in organisations who have realised a CRM solution is critical to their success. Access from multiple devices The chart below shows that 48% of CRM users now access their software from a smartphone and 45% from a tablet. The rising use of mobiles and tablets means 81% of users are now accessing their CRM software from multiple devices. Why is this important? It means that sales (increased productivity), service (improved delivery), and support (rapid engagement) teams can access customer data from anywhere and therefore serve and fulfil their needs no matter where they, or the customer are. DEVICES USED TO ACCESS CRM: Source: SoftwareAdvice.com Laptop Desktop Smartphone Tablet 0% 20% 40% 60% 80% 100% Percent of sample

3 Cloud-based CRM solutions CRM brings cohesion across teams The increase in accessing CRM software from mobile devices has also led to a rise in cloud-based CRM solutions. CRM is not just about providing excellent customer service - it helps every department within an organisation to communicate with each other. Six years ago only 12% of businesses used cloud-based CRM whereas this has now increased to 87%. Strength in communication So often, an action that demonstrates excellent customer care is followed by an example of poor service. This is often due to a breakdown in communication between departments within an organisation. 88% Cloud-based On Premise A CRM system can bridge those gaps between teams as shared diaries, team calendars and service schedules give everyone clear visibility of individual activities. Users are prompted to follow up on activities and sent automated alerts when important actions occur, enabling them to manage their time more effectively. Sales team mobility 12% 2008 Source: SuperOffice.com 13% 87% 2014 One of the first departments to quickly realise and capitalise on the benefits of implementing a mobile CRM strategy has been Sales. Access to real-time customer information while out in the field has proved invaluable to keeping in touch with customers and prospects, and ultimately closing deals. A recent study by Nucleus Research found that mobile access to a CRM increases salesforce productivity by an average of 14.6%. Three in ten mobile CRM users report an improvement in productivity of more than 20%. The move to cloud based CRM reflects a need to have a relationship management solution capable of quickly ramping up accessibility across any device within multiple locations, delivering the flexibility needed to proactively support customers as a needs arises. Delivering the same level of agility from an on-premise based CRM solution may at times hinder this. 35% 65% 22% 78% The move to cloud based CRM is being driven/supported largely by a number of other benefits: Mobile CRM enabled companies Non-Mobile CRM enabled companies Lower up-front costs through subscription rather than outright purchase Faster ROI as you can be up and running very quickly, shortcutting installation processes Reduced IT overhead as administration is minimal Predictable budgeting as users are on a pay-as-you-consume basis Rapid Scalability allows you to ramp up (or down) the number of CRM users as needed This is not to suggest that a cloud CRM solution is the default solution for everyone, some may prefer the comfort of close control that an on-premise CRM solution offers. Often a hybrid combination of both will provide a desired happy medium. Source: SuperOffice.com Achieved sales quotas Non-achieved sales quotas Research by Innoppl Technologies showed that 65% of sales reps that adopted mobile CRM achieved their sales quotas while only 22% of reps using non-mobile CRM reached the same targets. Targeted marketing campaigns Identifying the needs of your customers and being able to send them relevant content is now crucial to the success of any marketing campaign. Marketing Charts found that six out of ten SMBs are using CRM software for marketing, and this is because they have realised that higher quality leads are generated through continually improving contact segmentation and targeted promotions.

4 The latest in CRM Current CRM systems can organise, automate and synchronise sales, marketing, customer service and technical support so they can work together to achieve coherent and dependable customer relationship management. The latest tools incorporated into some CRM solutions enable informed decision-making that supports real-time data analysis and reporting across all business teams within an organisation. Having CRM online takes this a step further and allows for anywhere, anytime access for staff outside of office walls and hours. Benefits across the business: Five things to look for in a CRM system: Dependable reporting: reliable pipeline reports can be used as the basis for sales and production forecasts to boost efficiency and predictably manage cash flow. Performance indicators: peak performance areas can be identified and capitalised upon, with outstanding results rewarded. Customer prioritisation: understand the value of each customer relationship and deploy resources to protect the most profitable accounts. Customer retention improved by 27% Lead conversion improvements of 300% Source: Benchmark Studies Sales and Marketing costs reduced by 23% Revenue up by 41% per sales person Workflow automation: cut administration by eliminating duplication and replace repetitive manual processes. Anywhere/time access: productivity isn t compromised as staff can work seamlessly with anywhere access to information and applications from mobile devices when on the move. CRM and the retail industry In today s consumer-driven retail world, CRM has become indispensable to the retail industry. Retailers can divide their clients into specific groups according to their purchasing habits and target their marketing campaigns more effectively. In a competitive marketplace, deploying a higher number of well-targeted promotions leads to a greater percentage of market share for that retailer. Once companies have seized those customers, they need to plan how they re going to retain them. CRM takes a long-term customer approach, which has become vital for retailers. Once new customers have been attracted, it s all about keeping them engaged and encouraging them to return as often as possible for more purchases. CRM tools and strategies include: Customer retention: regular communication with customers helps retailers to build relationships; automated prompts remind retailers to contact customers at regular intervals after sales are complete Omni-channel presence: delivers a complete and seamless shopping experience both online and in-store and across social networks. End-to-end capabilities: information is available from store operations, merchandising, e-commerce, call centres, marketing and customer care through to supply chain and financials. Customer data: collect a rich database of customer and transaction information across sales channels to implement focused promotions and campaigns. Maintain communication: integrate social media into your CRM system to hear your customers feedback and let them share their experiences in order to build brand loyalty. CRM for retail is all about managing customer relationships, using strategies to make your customers feel like they re your friends. Effective targeting: segment and manage lists and send relevant information to customers offering more of what they want, leading to increased sales. Client engagement: diverse promotional offers, gifts and additional bonuses help to build and maintain loyalty programmes.

5 Summary In a world where customer service is the driving force to increasing revenue, customer relationship management (CRM) systems give businesses the tools to generate loyalty and retain clients. Enabling salesforce and marketing automation, together with enhanced customer service, means investing in the right CRM software has become a top priority for businesses in every sector, and Microsoft Dynamics AX provides the necessary tools to achieve this. But successful implementation is as much about choosing the right partner as it is about the solution itself. CRM specialists such as Microsoft Gold partner HSO, have developed an implementation methodology that is designed to do 3 key things: Make the implementation and transition process seamless Support a smoother adoption curve Ensure a rapid return on investment Building a consistent retail experience For the retailer, it s all about creating a seamless omni-channel shopping experience and providing a consistent and easy-to-use service for customers wherever they choose to shop. As customers move through social networks to online stores and into shop environments, they expect the same levels of attention and information. It s about engaging with customers and encouraging them to have a relationship with your brand. The overall solution Microsoft Dynamics CRM offers businesses an adaptable solution that drives sales and productivity whatever the industry sector. Providing social insights, business intelligence and campaign management in the cloud, on-premise or with a hybrid combination, it delivers a flexible system upon which to build a company-wide customer relationship programme. We can now tailor unique offers to customers and ensure we are providing relevant & approriate information to them In order to remain competitive in today s marketplace, businesses need to turn their customers transactions into personal interactions with their company. Justin Hampshire, Finance Director, Crew Clothing About HSO HSO is a Microsoft Gold Partner with over 25 years of experience in implementing Dynamics solutions. HSO specialises in implementing, integrating, optimising and maintaining CRM solutions that help organisations deliver higher levels of service, satisfaction and profit. About Microsoft Dynamics CRM Microsoft Dynamics CRM is a customer relationship management (CRM) business solution that drives sales productivity and marketing effectiveness through social insights, business intelligence, and campaign management in the cloud, on-premises, or with a hybrid combination. Microsoft Dynamics CRM can help reduce costs and increase profitability by organising and automating business processes that nurture customer satisfaction and loyalty in the sales, marketing, and customer service fields. Atlantic House, Imperial Way, Reading, Berkshire, RG2 0TD T: +44 (0) E: info-uk@hso.com HSO_UK

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING WWW.HSO.COM The rise of CRM and how it s transforming business interactions CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING Why customer loyalty pays dividends Delivering a personal experience Unsurprisingly,

More information

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business.

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business. Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the

More information

[ know me ] A Strategic Approach to Customer Engagement Optimisation

[ know me ] A Strategic Approach to Customer Engagement Optimisation [ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

Sage CRM Focused Sales Management

Sage CRM Focused Sales Management Sage CRM Focused Sales Management Equipping your sales team with the complete customer information and the necessary tools to enable them to do their job effectively is very important. Sage CRM empowers

More information

Sage 300 Distribution

Sage 300 Distribution Sage 300 Distribution Win new markets, satisfy your customers, deliver high-quality products and services and steer your business in the right direction with Sage 300 Distribution! In this ever increasing

More information

BEAT THE ELITE HOW TO USE CRM TO OUT COMPETE YOUR RIVALS.

BEAT THE ELITE HOW TO USE CRM TO OUT COMPETE YOUR RIVALS. BEAT THE ELITE HOW TO USE CRM TO OUT COMPETE YOUR RIVALS. 1 CONTENTS INTRODUCTION 2 ACHIEVE TARGETED MARKETING 6 CUSTOMER SERVICE AND SATISFACTION 3 EMPOWER STAFF WITH MOBILE CRM 7 DON T RELY ON SPREAD

More information

Sage X3. Enterprise Business Management Solutions in the 21st Century: Key Buying Considerations

Sage X3. Enterprise Business Management Solutions in the 21st Century: Key Buying Considerations Sage X3 Enterprise Business Management Solutions in the 21st Century: Table of Contents 3 Legacy Systems are Good to a Point 3 On-Premise or Cloud: Which Option makes Sense 4 The Modern Business Management

More information

ORACLE SALES ANALYTICS

ORACLE SALES ANALYTICS ORACLE SALES ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Analyze pipeline opportunities to determine actions required to meet sales targets Determine which products and customer segments generate

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM 35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM Achieving Growth Targets 1. Managing Sales Goals Sales teams need to know how they re performing in comparison to their sales goals. Are

More information

MECOMS Customer Care & Billing As A Service

MECOMS Customer Care & Billing As A Service MECOMS Customer Care & Billing As A Service MECOMS As A Service. Your pay as you grow meter-to-cash solution. Introducing MECOMS As A Service, an innovative customer management and billing solution for

More information

Focused Sales Management

Focused Sales Management Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling

More information

Sage X3 for Manufacturing

Sage X3 for Manufacturing Sage X3 for Manufacturing Sage X3 for Manufacturing Adopt a faster, simpler, more flexible solution with full business management, CRM, HRM and Business Intelligence all rolled into one seamless solution.

More information

Minimise Your Top 5 Operating Risks with CRM

Minimise Your Top 5 Operating Risks with CRM Minimise Your Top 5 Operating Risks with CRM You might have thought that the Customer Relationship Management (CRM) is simply a sales or marketing tool, but CRM can also help you deal with the broader

More information

Focused Sales Management

Focused Sales Management Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling

More information

Create, attract, retain and delight customers, profitably. HubSpot Connector

Create, attract, retain and delight customers, profitably. HubSpot Connector CRM for Marketing Create, attract, retain and delight customers, profitably Maximizer s built-in marketing tools mean you can simply and effectively plan, budget, execute, analyse and optimise all aspects

More information

Boosting Customer Loyalty and Bottom Line Results

Boosting Customer Loyalty and Bottom Line Results Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2

More information

Omni-Channel Marketing for Customer Driven Interaction

Omni-Channel Marketing for Customer Driven Interaction Omni-Channel Marketing for Customer Driven Interaction 2 Omni-Channel Marketing for Customer-Driven Interaction The Customer Driven Experience With the growing impact of mobile apps and digital touchpoints

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

Top Reasons to Purchase a Microsoft Business Solution 9 REASONS WHY YOU SHOULD CONSIDER A MICROSOFT DYNAMICS BUSINESS SOLUTION AS YOUR TOP CHOICE

Top Reasons to Purchase a Microsoft Business Solution 9 REASONS WHY YOU SHOULD CONSIDER A MICROSOFT DYNAMICS BUSINESS SOLUTION AS YOUR TOP CHOICE Top Reasons to Purchase a Microsoft Business Solution 9 REASONS WHY YOU SHOULD CONSIDER A MICROSOFT DYNAMICS BUSINESS SOLUTION AS YOUR TOP CHOICE OCTOBER 2014 Introduction You ve worked hard to build your

More information

How To Use A Cloud Based Crom Live Solution

How To Use A Cloud Based Crom Live Solution Overview & Highlights- Maximizer CRM Live In today s world, businesses need a tool that helps flourish client relationships. Maximizer CRM Live is that tool for our firm. Maximizer CRM Live saves money,

More information

Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services

Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services www.salmon.com 1 DRIVING OUTSTANDING ECOMMERCE PERFORMANCE Over 25

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

How CRM Solves These 5 Business Challenges

How CRM Solves These 5 Business Challenges How CRM Solves These 5 Business Challenges Here are 5 examples to demonstrate why organisations implement Customer Relationship Management strategies, and how professionally implemented CRM systems resolve

More information

Messaging Services. An immediate and engaging way to talk to customers and employees

Messaging Services. An immediate and engaging way to talk to customers and employees Messaging Services An immediate and engaging way to talk to customers and employees Messaging Services from O 2 can help you communicate with your customers and employees quickly and efficiently, using

More information

RETAIL SECTOR ENHANCING THE CUSTOMER EXPERIENCE & MAXIMISING

RETAIL SECTOR ENHANCING THE CUSTOMER EXPERIENCE & MAXIMISING RETAIL SECTOR ENHANCING THE CUSTOMER EXPERIENCE & MAXIMISING OPERATIONAL EFFICIENCY How Skype for Business can increase sales and lower costs through better communication and collaboration SKYPE FOR BUSINESS

More information

Grow Your Business with Confidence

Grow Your Business with Confidence Grow Your Business with Confidence Keep Your Business Going and Growing Whether you make widgets, sell services, or move merchandise, you depend on your people, and your people depend on the tools you

More information

TURN YOUR WEBSITE INTO A PROFIT ENGINE

TURN YOUR WEBSITE INTO A PROFIT ENGINE TURN YOUR WEBSITE INTO A PROFIT ENGINE Turning your website into a profit engine: where to start In a competitive market, generating more leads from your website traffic has become crucial to maximising

More information

OXY GEN GROUP. engage. multi-channel solutions

OXY GEN GROUP. engage. multi-channel solutions OXY GEN GROUP engage multi-channel solutions hello. As UK CEO, I m delighted to welcome you to Oxygen8. We ve been at the forefront of multi-channel solutions since 2000. Headquartered in Birmingham, UK,

More information

12% An RIS News Whitepaper. of retailers offer mature omnichannel experiences.

12% An RIS News Whitepaper. of retailers offer mature omnichannel experiences. An RIS News Whitepaper Omnichannel Roadmap: Vision Meets Reality It is widely acknowledged that omnichannel is the future of retail. s want to shop anywhere at any time and expect a seamless experience

More information

ecommerce & Digital: Margin Management

ecommerce & Digital: Margin Management ecommerce & Digital: Margin Management 1 RACKSPACE HOSTING 5,500+ RACKERS 205,000+ CUSTOMERS 100,000+ SERVERS GLOBAL FOOTPRINT 120+ COUNTRIES 9 WORLDWIDE DATA CENTERS PORTFOLIO OF HOSTED SOLUTIONS Dedicated

More information

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS Maximizer CRM is a completely integrated sales, marketing and customer service and support management solution that enables you to attract prospects,

More information

Inventory Management Intelligent Insights ebook

Inventory Management Intelligent Insights ebook Intelligent Insights Into Inventory Levels Across Sales Channels Improves Efficiencies & Drives Sales Inventory Management Intelligent Insights ebook Business Intelligence for Multichannel Inventory Management

More information

How to Become a Data Driven Business

How to Become a Data Driven Business January 2012 Executive summary Becoming a Data Driven Business, particularly from a Marketing perspective, presents significant benefits in helping your business to grow, develop and succeed, by working

More information

Enhancing productivity. Enabling success. Sage CRM

Enhancing productivity. Enabling success. Sage CRM Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

PIVOTAL CRM RETAIL INDUSTRY

PIVOTAL CRM RETAIL INDUSTRY PIVOTAL CRM RETAIL INDUSTRY PROVIDING RETAIL ORGANIZATIONS WITH A COMPETITIVE EDGE Pivotal CRM for Retail delivers 36O o business insight to stay ahead of competition COMMITTED TO MEETING INDIVIDUAL NEEDS

More information

VECTA SALES INTELLIGENCE & CRM. Drives Actions Increases Sales Strengthens Margins

VECTA SALES INTELLIGENCE & CRM. Drives Actions Increases Sales Strengthens Margins VECTA SALES INTELLIGENCE & CRM Drives Actions Increases Sales Strengthens Margins VECTA unlocks the true value and real potential of your sales operation Grow your business... Strengthen margins... Increase

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

The Microsoft Cloud has a Silver Lining Professional Services Excellence

The Microsoft Cloud has a Silver Lining Professional Services Excellence GAP CONSULTING WHITE PAPER The Microsoft Cloud has a Silver Lining Professional Services Excellence 10 reasons why the Microsoft cloud platform, including Office 365, Microsoft Azure and Microsoft Dynamics

More information

Customer Timeline - New in Summer 2012. Web Lead Capture - New in Summer 2012. Built-In Dashboards - New in Summer 2012

Customer Timeline - New in Summer 2012. Web Lead Capture - New in Summer 2012. Built-In Dashboards - New in Summer 2012 What s New Maximizer CRM 12 Features New Mobile Access User Interface Enhanced Mobile Access Appointment Management Enhanced Web Access User Interface Improved Web Access Speed & Navigation LinkedIn Integration

More information

Major Asian Bank Achieves Single Customer View With CRM Implementation

Major Asian Bank Achieves Single Customer View With CRM Implementation Microsoft Dynamics Customer Solution Case Study Major Asian Bank Achieves Single Customer View With CRM Implementation Overview Country or Region: Singapore Industry: Financial Services Customer Profile

More information

End-to-end Field Service Management

End-to-end Field Service Management End-to-end Field Service Management Building end-to-end field service management solutions around your unique business processes Customer Self-Service Service Desk Software Workforce Scheduling Mobile

More information

The Top 7 Reasons You Need An Order Management System

The Top 7 Reasons You Need An Order Management System The Top 7 Reasons You Need An Order Management System One of the biggest, and most overlooked, opportunities to grow your business is through operational efficiencies. Automating the order fulfillment

More information

Creating Customer Experts

Creating Customer Experts Whitepaper Creating Customer Experts Every Customer. Every User. Every Time. Executive Summary The market for customer relationship management (CRM) software has seen strong growth over the last decade,

More information

Top 10 Factors That Will Increase Conversion Rates

Top 10 Factors That Will Increase Conversion Rates Top 10 Factors That Will Increase Conversion Rates Top A 3VR 10 Factors WHITEPAPER That Will Increase Conversion Rates 1 Customer Insights We should be using technology to understand who our customers

More information

Balancing business needs with user expectations to deliver. The New Mobile Experience

Balancing business needs with user expectations to deliver. The New Mobile Experience Balancing business needs with user expectations to deliver The New Mobile Experience What does mobility mean to you? Is mobility simply about being able to take your laptop or tablet into meetings and

More information

HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT

HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT INTRODUCTION Marketing and sales analytics are vital to any inbound marketing strategy, as they arm businesses with significant decision-making

More information

Enhancing productivity, enabling. Success. Sage CRM

Enhancing productivity, enabling. Success. Sage CRM Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

More information

How B2B Customer Self-Service Impacts the Customer and Your Bottom Line. zedsuite

How B2B Customer Self-Service Impacts the Customer and Your Bottom Line. zedsuite How B2B Customer Self-Service Impacts the Customer and Your Bottom Line Introduction For small to mid-sized businesses trying to grow and compete with their larger counterparts, having close relationships

More information

Cloud CRM. Scalable solutions for enterprise deployment

Cloud CRM. Scalable solutions for enterprise deployment Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated

More information

Overview & Highlights

Overview & Highlights Overview & Highlights Empower staff with the tools to leverage sales, marketing and customer service information and build long-term customer relationships, win more deals, and accelerate your business

More information

Be Part of the Cloud Conversation

Be Part of the Cloud Conversation Fly higher with the Microsoft Cloud Take advantage of the cloud opportunity Be Part of the Cloud Conversation Public IT cloud services spending will reach $108 billion in 2017 Source: IDC Enabling the

More information

CRM for Business Intelligence

CRM for Business Intelligence CRM for Business Intelligence Real-time visibility into your business Strategise effectively and make informed business decisions with timely, accurate insight into your organisation. Maximizer CRM 2015

More information

2012 State of B2B E-Commerce

2012 State of B2B E-Commerce 2012 State of B2B E-Commerce Executive Summary As digital commerce has transformed all commerce over the last decade, customers have been offered increasing control over their buying experience. Ease of

More information

RETAIL COMMUNICATIONS

RETAIL COMMUNICATIONS RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?

More information

setup and provide drill-down capabilities to view further details on metrics and dynamic updates for a real-time view of your business conditions.

setup and provide drill-down capabilities to view further details on metrics and dynamic updates for a real-time view of your business conditions. Workflow Automation Build a competitive advantage with automated processes and increased business visibility While the competition struggles with manual processes, queries and reports on customer interactions,

More information

Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics. Prof.dr. Dalia Krikščiūnienė

Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics. Prof.dr. Dalia Krikščiūnienė Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics Prof.dr. Dalia Krikščiūnienė Microsoft AX Dynamics- marketing module ERP in cloud Industry trends for ERP

More information

The changing role of the IT department in a cloud-based world. Vodafone Power to you

The changing role of the IT department in a cloud-based world. Vodafone Power to you The changing role of the IT department in a cloud-based world Vodafone Power to you 02 Introduction With competitive pressures intensifying and the pace of innovation accelerating, recognising key trends,

More information

Personalised view of metrics for an instant snapshot of your business. Wizard-Driven Dashboards

Personalised view of metrics for an instant snapshot of your business. Wizard-Driven Dashboards Workflow Automation Build a competitive advantage with automated processes and increased business visibility While the competition struggles with manual processes, queries and reports on customer interactions,

More information

Overview and Highlights - Maximizer CRM Live

Overview and Highlights - Maximizer CRM Live Overview and Highlights - Maximizer CRM Live In today s world, businesses need a tool that helps fl ourish client relationships. Maximizer CRM Live is that tool for our fi rm. Maximizer CRM Live saves

More information

Customer centric transformation for next generation customer service CUSTOMER CENTRICITY

Customer centric transformation for next generation customer service CUSTOMER CENTRICITY Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across

More information

THE DIGITAL & MOBILE RENAISSANCE AN ETAIL FRANCE BENCHMARKING REPORT AN ETAIL FRANCE BENCHMARKING REPORT

THE DIGITAL & MOBILE RENAISSANCE AN ETAIL FRANCE BENCHMARKING REPORT AN ETAIL FRANCE BENCHMARKING REPORT AN ETAIL FRANCE BENCHMARKING REPORT TABLE OF CONTENTS Introduction 03 Pt.1 Business Growth and Investment 04 Reimagining the Rules of Retail 10 Pt.2 Mobile Strategy and ROI 11 Pt.3 Multichannel focus 16

More information

PIVOTAL CONNECTOR FOR MARKETO. Copyright 2015 Tokara Solutions. All Rights Reserved.

PIVOTAL CONNECTOR FOR MARKETO. Copyright 2015 Tokara Solutions. All Rights Reserved. PIVOTAL CONNECTOR FOR MARKETO CRM & Marketing Integration: Why It s Needed In addition to generating brand buzz and creating campaign collateral, your marketing teams are working hard at contact management

More information

Page 1. Transform the Retail Store with the Internet of Things

Page 1. Transform the Retail Store with the Internet of Things Page 1 Transform the Retail Store with the Internet of Things The Internet of Things is here today There s a new era dawning in the retail industry, and it s being driven by the Internet of Things. The

More information

Chris Bell. Customer Experience Coach. www.customerexperiences.co.nz

Chris Bell. Customer Experience Coach. www.customerexperiences.co.nz Chris Bell Customer Experience Coach Developing Your Unique Customer Experience Introduction As more and more business leaders start to understand what a customer experience strategy is all about and more

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Sage CRM Rapid Route to Success & Value Rapid Route to Success Ease-of-Use Fast, Flexible Deployment Ease-of- Anywhere Access Business Integration Ease-of- Customisation

More information

Introducing the Customer Mix

Introducing the Customer Mix Introducing the Customer Mix Why the Marketing Mix is no longer a relevant framework for multichannel retailers and what they should focus on instead January 2016 Introduction Practicology markets itself

More information

Create, attract, retain and delight customers, profitably. HubSpot Connector

Create, attract, retain and delight customers, profitably. HubSpot Connector CRM for Marketing Create, attract, retain and delight customers, profitably Maximizer s built-in marketing tools mean you can simply and effectively plan, budget, execute, analyse and optimise all aspects

More information

Your relationships. Your information. Your CRM.

Your relationships. Your information. Your CRM. Your relationships. Your information. Your CRM. Your relationships. Your information. Your CRM. In short, this means CRM without compromise. Your processes for identifying prospects, acquiring customers,

More information

CRM. Know your business. Grow your business.

CRM. Know your business. Grow your business. CRM Know your business. Grow your business. Welcome to Sage CRM Sage CRM is an affordable, adaptable and easy to use CRM solution designed with the needs of small and medium sized companies at its core.

More information

White paper: CRM systems for membership organisations. Benefits of CRM systems for membership organisations White paper

White paper: CRM systems for membership organisations. Benefits of CRM systems for membership organisations White paper Benefits of CRM systems for membership organisations White paper Connect better with your members through CRM Your members are your business. But knowing what they want is the age old challenge faced by

More information

Make technology your business advantage

Make technology your business advantage Make technology your business advantage $ Make technology your business advantage Microsoft helps small and midsize businesses (SMBs) make the use of technology a business advantage. Modernizing your systems

More information

CONTENT CONNECTIVITY COLLABORATION

CONTENT CONNECTIVITY COLLABORATION The DNA of every employee, company & supply chain is unique... DNAconnex provides the content & connectivity to deliver successful collaboration DNAconnex is a supply chain collaboration system that enables

More information

Web access for real-time convenience online

Web access for real-time convenience online All access options Access Maximizer CRM when and where you need it Optimise productivity and increase profitability To work effectively and stay ahead of your competitors in today s demanding business

More information

SOFTWARE CATALOGUE. BPA Solutions

SOFTWARE CATALOGUE. BPA Solutions SOFTWARE CATALOGUE BPA Solutions BPA - a safe investment for a fast return! Agenda Making SharePoint the best business platform Business Apps BPA CRM BPA Quality BPA Risk BPA Recruiting BPA Self-Service

More information

Compare versions with Maximizer CRM 12: Summer 2013

Compare versions with Maximizer CRM 12: Summer 2013 Compare versions with Maximizer CRM 12: Summer Group and Enterprise Editions The Summer release of 12 continues to build on the theme of enhanced performance, usability and productivity while maintaining

More information

Making Multi-Channel Work For You

Making Multi-Channel Work For You Making Multi-Channel Work For You Stephen Walter Solutions Consultant 1 Today s Reality 2 Social Technologies Can Bring People and Information Together "Deployed effectively, social media unleashes the

More information

Strategic Solutions that Make Your Work Easier. Projects Made Easier Decisions Made Easier Business Made Easier

Strategic Solutions that Make Your Work Easier. Projects Made Easier Decisions Made Easier Business Made Easier Strategic Solutions that Make Your Work Easier Projects Made Easier Decisions Made Easier Business Made Easier Have You Outgrown Your Systems? Buyers Say the Partner and the Product are More Important

More information

Personalised view of metrics for an instant snapshot of your business. Wizard-Driven Dashboards

Personalised view of metrics for an instant snapshot of your business. Wizard-Driven Dashboards Workflow Automation Build a competitive advantage with automated processes and increased business visibility While the competition struggles with manual processes, queries and reports on customer interactions,

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

Are you ready to boost the effectiveness of your promotions and loyalty program?

Are you ready to boost the effectiveness of your promotions and loyalty program? Are you ready to boost the effectiveness of your promotions and loyalty program? Frequently Asked Questions About Enterprise Offer Management An NCR White Paper 2010 Experience a new world of interaction

More information

Choosing the Right ERP Solution:

Choosing the Right ERP Solution: Choosing the Right ERP Solution: 3 CRITERIA FOR SUCCESS Table of Contents 1 2 Who We Are 3 The Key to Better Business Performance 4 ERP as the Focal Point of Your Business 5 Why Some ERP Solutions Fail

More information

GET REAL ABOUT BUSINESS DEVELOPMENT. BUSINESS DEVELOPMENT FROM THOMSON REUTERS ELITE CHANGES THE GAME.

GET REAL ABOUT BUSINESS DEVELOPMENT. BUSINESS DEVELOPMENT FROM THOMSON REUTERS ELITE CHANGES THE GAME. GET REAL ABOUT BUSINESS DEVELOPMENT. BUSINESS DEVELOPMENT FROM THOMSON REUTERS ELITE CHANGES THE GAME. 2 THE MARKET HAS CHANGED. DOES YOUR FIRM HAVE THE TOOLS TO KEEP UP? Person-to-person contact with

More information

Sage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial

Sage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial Sage CRM Sage CRM v7.1 Cloud sagecrm.com/trial Sage CRM provides your business with a complete view of prospect and customer interactions, enabling effective communication throughout the organisation.

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives you

More information

DIGITAL SMEs: OPPORTUNITIES FOR CSPs PROVIDING SOCIAL, MOBILE, ANALYTICS AND CLOUD SERVICES

DIGITAL SMEs: OPPORTUNITIES FOR CSPs PROVIDING SOCIAL, MOBILE, ANALYTICS AND CLOUD SERVICES RESEARCH STRATEGY REPORT DIGITAL SMEs: OPPORTUNITIES FOR CSPs PROVIDING SOCIAL, MOBILE, ANALYTICS AND CLOUD SERVICES CHRIS NICOLL and SANDRA O BOYLE Analysys Mason Limited 2015 analysysmason.com About

More information

Increase Revenues with Channel Sales Management

Increase Revenues with Channel Sales Management Increase Revenues with Channel Sales Management Executive Summary Why is it so difficult to grow revenue, identify emerging customers and partners, and expand into new markets through the indirect sales

More information

Maximizer CRM Group Edition

Maximizer CRM Group Edition Maximizer CRM Group Full featured and affordable CRM for small to medium sized enterprises Maximizer CRM Group is a fullfeatured CRM software solution that enables teams of up to ten users to work together

More information

MARKETING AUTOMATION: HOW TO UNLOCK THE VALUE OF YOUR CRM DATA

MARKETING AUTOMATION: HOW TO UNLOCK THE VALUE OF YOUR CRM DATA : HOW TO UNLOCK THE VALUE OF YOUR CRM DATA Kynetix Technology Group Introduction People who remember using a Rolodex to keep track of their clients consigned this little piece of history to the back of

More information

Enterprise Resource Planning

Enterprise Resource Planning IBM Global Business Services ERP Enterprise Resource Planning Solutions from IBM Global Business Services Do people across your organisation have easy access to the up-to-date information they need to

More information

Sink or Sell. Your Guide to Modern Sales Survival. Stay focused, win faster, and build trust with modern productivity tools.

Sink or Sell. Your Guide to Modern Sales Survival. Stay focused, win faster, and build trust with modern productivity tools. Sink or Sell Your Guide to Modern Sales Survival Stay focused, win faster, and build trust with modern productivity tools. Introduction Part 1 A sales world turned upside down Part 2 Change the way you

More information

Fusion CRM Overview, Strategy, Roadmap

Fusion CRM Overview, Strategy, Roadmap Fusion CRM Overview, Strategy, Roadmap Presenter Date 1 The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

More information

Enhancing Productivity. Enabling Success. Sage CRM

Enhancing Productivity. Enabling Success. Sage CRM Enhancing Productivity. Enabling Success. Over 70 countries worldwide use our award winning web-based customer relationship management solution sagecrm.com/trial Customer Relationship Management Customer

More information

Microsoft Dynamics AX 2012 R3, clear cut benefits for your Organisation

Microsoft Dynamics AX 2012 R3, clear cut benefits for your Organisation 2012 R3 Microsoft Dynamics AX 2012 R3, clear cut benefits for your Organisation Microsoft Dynamics AX is an enterprise resource planning (ERP) solution for midsize and larger organisations that helps people

More information

CRM for Sales. Increase productivity and sales effectiveness to optimise opportunities and drive revenue. Email Templates

CRM for Sales. Increase productivity and sales effectiveness to optimise opportunities and drive revenue. Email Templates CRM for Sales Increase productivity and sales effectiveness to optimise opportunities and drive revenue From quote to close, sales executives and frontline sales professionals face the challenge of higher

More information

The New Rules of Sales Effectiveness SAP Cloud for Sales. ISB Global

The New Rules of Sales Effectiveness SAP Cloud for Sales. ISB Global The New Rules of Sales Effectiveness SAP Cloud for Sales ISB Global What do sales leaders care about today? Desired sales outcomes Key priority in achieving sales outcomes Increase revenues Capture new

More information

Product-centric to Customer-centric: Why CRM is the Business Strategy for School Market Success

Product-centric to Customer-centric: Why CRM is the Business Strategy for School Market Success Product-centric to Customer-centric: Why CRM is the Business Strategy for School Market Success As the education market matures, companies seeking to sell to ever-moresavvy product and service buyers are

More information

Your Complete CRM Handbook

Your Complete CRM Handbook Your Complete CRM Handbook Introduction Introduction Chapter 1: Signs You REALLY Need a CRM Chapter 2: How CRM Improves Productivity Chapter 3: How to Craft a CRM Strategy Chapter 4: Maximizing Your CRM

More information

Enterprise Grade CRM on Cloud

Enterprise Grade CRM on Cloud www.efffiasoft.com TAKE YOUR BUSINESS TO THE NEXT LEVEL WITH EFFIASOFT S Enterprise Grade CRM on Cloud Customer Relationship Management A comprehensive, easy-to-use, customizable and integrated solution

More information