Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
APC Free White Paper
Optimize your network investment &
Enter to win a Samsung Galaxy Note

www.apc.com
CRM Systems
Tame your scariest paperwork. Find Out How
Average Rating:
Rate this article:  
Discovering the Manifold Benefits of CRM
Discovering the Manifold Benefits of CRM

By Jennifer LeClaire
April 12, 2012 1:36PM

Bookmark and Share
"Many first- and second-generation CRM systems were built to capture information about work after it had been done, and managers were the only people in the organization who gained any benefit from the data," said Avanade's Barry Givens. "Today, CRM solutions are collaboration systems."
 



Customer Relationship Management software has evolved considerably over the past 25 years and continues to evolve today, especially in terms of easier remote access with smartphones, tablets and laptops, and of course, cloud-based computing.

We spoke with a few industry experts about what's new in CRM and how businesses of all sizes can boost sales and improve customer service with the right CRM implementation.

The Mobile, Social Factor

First, we asked Mike Snyder, principal of Sonoma Partners, a Microsoft Dynamics CRM partner, to offer his thoughts about what's new with CRM software. The benefits today, he said, go far beyond simple contact management.

"Today's CRM systems, such as Microsoft Dynamics CRM, offer a high degree of customization to track and manage all types of relationships that businesses enter into, from client contracts to vendor management," Snyder said.

In addition, companies can now use CRM tools to track social interactions with customers and address them in the arena of their choice, whether it's Facebook, Twitter or LinkedIn.

Snyder also pointed to the advantage that today's CRM systems (and Microsoft Dynamics CRM, in particular) enable mobile access to data using so many different kinds of devices, including Android smartphones, the iPhone, iPad, or BlackBerry.

Facilitating Distributed Workforces

Barry Givens, director of product management for CRM at technology-consulting firm Avanade (owned primarily by Accenture), shared his views on the benefits of today's CRM systems.

He started by pointing to business processes that are much more complex than they've ever been. That, he said, makes CRM solutions absolutely essential to managing the collaboration necessary to sell, deliver service, and market to customers.

"Many first- and second-generation CRM systems were built to capture information about work after it had been done, and managers were the only people in the organization who gained any benefit from the data -- if it was captured at all," Givens said.

"Today, CRM solutions are collaboration systems that enable distributed sales teams to work together, manage complex supply-chain issues for support, and allow marketing teams to initiate digital marketing campaigns across [a variety of] channels. These solutions are not just recording that work is being done -- they are facilitating and, in some cases, doing the work."

Consolidating Customer Data

We spoke next with David Toliver, director of corporate marketing for Angel, a leading provider of on-demand customer-engagement solutions.

Toliver explained that consolidation of data is one of the toughest problems facing businesses today. And, it's one of the most important problems to solve in order for companies to be able to provide great customer service across multiple channels. (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:





 CRM Systems
1.   Salesforce App Personalizes the Sale
2.   Microsoft Takes CRM to Gov't Cloud
3.   Salesforce1 Adds Mobile Features
4.   Salesforce Partners with Philips
5.   Salesforce1 for Retail for Digital Age


advertisement
Salesforce App Personalizes the Sale
New CRM and sales automation tools.
Average Rating:
Microsoft Takes CRM to Gov't Cloud
With Dynamics CRM in early 2015.
Average Rating:
Salesforce1 Adds Mobile Features
To access, analyze, act on biz data.
Average Rating:


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Canadian Government Charges China With Cyberattack
The government of Canada is not happy with China. Canadian officials have accused "a highly sophisticated Chinese state-sponsored actor" of launching a cyberattack on its National Research Council.
 
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 

Enterprise Hardware Spotlight
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 

Mobile Technology Spotlight
Android 'Fake ID' Puts Millions of Users at Risk
Having this fake ID is nothing to brag about, even if you are a minor. The “Fake ID” Android flaw drops malware into smartphone apps. It can steal credit card data and even take over your device.
 
FTC Wants Fix for 'Perfect Scam' of Mobile Cramming
The U.S. Federal Trade Commission has issued new guidelines to curb “mobile cramming,” a troublesome practice that adds unauthorized third-party charges to mobile phone bills.
 
Facebook: You Will Use Messenger, and You Will Like It
Starting this week, Facebook users with Android and iOS phones will be forced to use the separate Messenger app to send Facebook messages. Pending messages will still be visible in the main app.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.