New to CRM? Discover Cloud Delivered CRM in 30 minutes!

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1 New to CRM? Discover Cloud Delivered CRM in 30 minutes! Software applications delivered over the Cloud and based on the SaaS subscription model have gone through hyper growth over the last few years and the one software sector that demonstrates this growth has been SaaS delivered CRM applications. True there are Cloud based software solutions across all types of business applications, e.g. HRM, accounting, ERP, etc. but CRM applications were the forerunner of them all in terms of a proven business model (SaaS), delivery and cost effectiveness. The CRM SaaS Advantages. SaaS CRM solutions stimulate how companies change their use of customer facing, front office, software applications and provide the sales, marketing and after sales staff, rather than the I.T. department, with control on how the system is implemented, customized and supported. The major advantages of SaaS CRM applications are that they facilitate software use but without the customary lengthy implementation time frames, without an I.T. application modifications logjam, world class infrastructure and practices for managing security and data protection without any additional capex. and almost 24 X 7 availability. Other significant advantages are: A very low cost of entry and much lower total cost of ownership (TCO) with the removal of capital expenditures and impressive decrease in I.T. wages Ltd. All rights reserved - 1 -

2 If a SaaS CRM implementation is unsuccessful, as there is no lock in period, then the CRM vendor loses the client subscription revenue. This means that the vendor has a significant interest in keeping customers. With much quicker implementations and an abundance of outsourced skills there is a much lower risk involved with SaaS CRM implementations. Small to medium sized organizations are unable to provide users with the I.T. infrastructure and security provided by Cloud based CRM vendors. In summary, with SaaS CRMs, you focus on your business while the vendor takes care of the rest and the CRM application assists you get more sales, get paid more quickly, support your customers better and makes your business more productive Ltd. All rights reserved - 2 -

3 What is CRM? An acronym for Customer Relationship Management, CRM is a term originally defined and designed to improve customer service. Today it almost relates to an entire business strategy. So while the term refers to a systematic approach to handling customer relationships, it transforms into providing holistic approach to a business strategy. CRM as a business strategy CRM - The Customer Customer refers to an entity that acquires or consumes goods or services from a desired firm (through the process of purchasing or renting) for a mutually decided amount of damages and has the ability to choose between different products and suppliers. In this sense a customer is also known as client, buyer, purchaser or user of the products/services delivered or provided by a firm or organization also called the supplier, seller or the service provider. Relationship in business refers to a state involving mutual dealings between people or parties. It involves interactions with customers or prospects to better understand their requirements and to build an expectation through different channels of communication. The more one interacts, the more chances of building a strong business relationship on the grounds of proper understanding of customers. CRM - Management CRM _ The Relationship Management refers to managing of customer interactions. This does not merely mean customer support but in its true sense aims at mobilizing the entire organization towards management of all interactions with the customers, thus involving a customer customercentric thinking and acting Ltd. All rights reserved - 3 -

4 CRM allows your teams to really connect to your customers, wherever they are. Traditionally CRM applications have been selected to provide sales force automation, customer service and support, and campaign management. However, with the advent of Cloud based, SaaS delivered, CRM applications in addition to the conventional features CRM essentials now include: Connect with your customers Mobile configuration, price, quote and sales features for your sales department. Social CRM, peer-to-peer community, mobile support, Voice Of The Customer (VOC) functions for your customer service activities. Digital marketing, campaign performance management statistics, and inbound marketing for marketing activities. Mobile CRM No longer a trend; it is an essential. Mobile CRM applications are native solutions that lets you access your CRM data anywhere, anytime from your mobile phones (iphone, ipad, Android and BlackBerry) so that you can stay on top of the latest business developments, collaborate with your team and take the right business decisions, no matter where you are. Key features normally included are: Mobile CRM Apps Adding tasks, events and notes to a lead, an account or a contact. Creating, viewing, updating and deleting records from your hand-held devices. Importing contacts from your mobile device to your CRM application. Key Mobile CRM features 2012 Ltd. All rights reserved - 4 -

5 Exporting contacts and leads from your CRM application to your mobile device. Locating directions from the address information using the 'Show Map' feature. Sending s and make calls to leads and contacts. Logging calls made to leads and contacts instantly. Searching for records either in the server or in your device Ltd. All rights reserved - 5 -

6 How Does CRM Benefit Your Business? CRM is often misunderstood as an application or a tool, but in the real sense of the term it is a way of doing business. There can be innumerable reasons for businesses to implement CRM. However, let's take a look at few of the most apparent features and benefits of using CRM. CRM benefits Provides a 360 degree view of your business. Organizational-level data sharing. Reduce cost on customer acquisition. Centralized customer interaction. Improved customer support. Increase customer satisfaction. High rate of customer retention. Boost new business. Increase revenue at low cost. CRM - Full view of customer information This means that CRM is becoming increasingly important among businesses. With an ever increasing customer expectation there is a need for organizations to adopt new business services and strategies and a CRM provides this versatility in enhancing sales, customer support and success in business. Social CRM And the increase in customer expectations drives the need for delivering consistent customer experiences. An SaaS delivered CRM that is available anywhere and anytime will assist in making sure that the customer experience is uniform throughout the entire organization. This is because each customer touch point where an interaction occurs will have the same up to date lead and client data which means that client only provides their information once. And with the same information being available anywhere anytime, this also means that it is possible to deliver a consistent and personalized experience to leads and customers. CRM and Google integration CRM - Anywhere, anytime 2012 Ltd. All rights reserved - 6 -

7 How to Evaluate CRM? Realizing the investment towards any CRM initiative, it is crucial to all businesses to have a CRM evaluation method or CRM metrics in place. The prime concern of a CRM system is to improve relationship with customers and generate higher revenue. Therefore, it is necessary to identify if your CRM is to track the efficiency of sales and marketing team or is it to build a strong relationship with your customers? This would help determine the focus of CRM performance. Once the objective of CRM implementation is clearly defined, you can go ahead evaluating the best CRM for your business. This would help to judge how good or bad your CRM initiative has been? Here are a few major points that can guide you in evaluating a CRM system at its face. Measurable ROI CRM & Return On Investment. Depending on the type of implementation and the strength of organization, CRM initiative can be a complex and costly venture. Thus your selected CRM should: Provide tangible and measurable ROI. Help calculate the real business benefits. Enable accurate budgeting and reduced resources. Ease of Use Implementing a CRM system should: Simplify customer relationship and business process. Provide a user-friendly interface. Allow ease of CRM navigation. Easy to learn & navigate 2012 Ltd. All rights reserved - 7 -

8 Simplified Workflow A CRM system should help to: Perform the various tasks easily. Present simplified workflow logics. Encourage easy adoption by users Automated workflow Customization The real efficiency of any CRM implementation lies in: Flexibility to change the default CRM setup. Provision to mould the CRM to your business process. Provision to roll back to the default CRM setup. Easy to customize to your requirements Integration The drive to maximize the value of your customer relationship necessarily demands the CRM system to: Provide well-defined integration architecture. Enable cross-application business process. Reduce implementation time for custom integration. Integration features Post-Sales Support No CRM system is complete without the end user help files. Besides the tips and tricks to efficient performance, your CRM implementation should have: Reference documentation for users. On-line support after sales support. Notes and tutorials to complement documentation. First class after sales support 2012 Ltd. All rights reserved - 8 -

9 The Zoho Advantage - A Suite Of Cloud Based Business Solutions Zoho's CRM application is a part of the Zoho online suite which has more than six million users and the Zoho advantage is that you can get instant access to twenty-six other Zoho applications Ltd. All rights reserved - 9 -

10 Conclusion In conclusion, a good CRM can be a tremendous benefit to your company. But your CRM system should not be a static one and needs to be dynamic so that it can accommodate both the changes to your business and technological advances. Contact Us Web Blog Facebook Twitter YouTube info@crmasiasolutions.com Scan our QR code to receive regular updates about our cloud solutions: 2012 Ltd. All rights reserved