The Top 10 things everyone gets wrong about CRM

Customer Relationship Management (CRM) – has been described as “the systems and processes that support the acquisition, retention and development of long term, profitable customer relationships”. OK mainly by me but put that way, what could possibly go wrong?

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9 steps to successful CRM implementation

What does ‘a-ha’ mean to you? For me, it’s two things: (1) a great Norwegian soft rock band from the 1980s, and (2) an easy way to remember the 9 steps to successful CRM implementation. The steps form a cycle following the first 8 letters of the alphabet, ‘a-h’, then back to ‘a’ again:   The 9 steps focus on the fact that a successful CRM implementation is a workforce transformation programme and not just a technology or IT project. So here are my 9 steps:

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The importance of user feedback for CRM projects

Over the years we’ve talked about how CRM isn’t a destination, it’s a journey – that should grow and develop over time as your company adjusts to internal and external changes. What makes this journey fruitful will depend largely on how your CRM users are actually using the system. You may have the latest CRM solution in place with many features, and you may have it lined up with your high level business strategy. But if the day-to-day users hate it, don’t understand it and choose not to use it at all, then your CRM project will fail even before it’s

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CRM Implementation Guide – Communicating with Stakeholders

If your organisation is looking to implement a new CRM system, and you’ve considered the technical and infrastructure requirements, what else is needed to ensure the project succeeds? We would suggest that this where soft skills and people come in. It’s the processes which, over time, are essential for growing and developing the system. With so many stakeholders and processes involved in the CRM journey, getting communication right is not optional. Communication could take place on a daily, weekly or monthly occurrence, depending on the size of your business, the communication methods and the level of urgency in the message.

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Video: How to use Word Templates in Maximizer CRM

Maximizer CRM offers many out-of-the-box features that can make your working life a lot easier. Our focus in this blog is on Word Templates, a feature that has been around for a while and has improved over the years. Maximizer’s Word Integration enables you to use Microsoft Word to create Maximizer merge documents and templates for any standard documents you are sending out regularly, which will save you time and ensure you are sending out documents in a consistent, corporate style. Watch our Mastering Maximizer video-tutorial here: Summary of video: Maximizer toolbar in Word You can add merge fields from Maximizer

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How to create CRM training videos

Alan Joenn recently blogged about the popularity of videos as a tool to aide learning. He highlighted how, according to The State of Video Marketing, 72% of us would opt for video to learn about a product or service when video and text are available on the same page. We love watching videos – fact! His blog concluded with how we can use these statistics to best effect in CRM training. In essence, he surmised that generic CRM training videos may teach your users the mechanics of the software, but culture-specific videos are the future of effective CRM training as

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CRM training videos

97% of marketers revealed that video has boosted user understanding of their product or service. Video is seen, almost unanimously, as having the ability to help users understand products and services. So says Wyzowl in this year’s annual report ‘The state of video marketing’. The survey also reports that nearly three quarters (72%) of people would opt for video to learn about a product or service when video and text are available on the same page. So how can we use these statistics to best effect in CRM training? The answer is maybe not quite as straightforward as you might

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How to plot several postcodes on Google Maps

Sometimes we come across a handy tool or top tip that can be quite useful, especially when used in conjunction with your Infor CRM system. Here’s one we came across recently – the ability to plot several UK postcodes on to Google Maps. So if you’re planning to visit your prospects and/or customers, or if you just want to know where a group of addresses are located, then try using this tool – and it’s free too! Please note though that this tool it’s not supported – it’s simply something we liked and wanted to share with you. Plotting your

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How to make CRM succeed

In one of my previous blogs I mentioned that selecting the right CRM platform is not as important as you’d think in determining how successful your CRM journey will be. So given that this is the case, what SHOULD you be focussing on to ensure your business reaps in the full benefits of CRM? 1. Select the right partner There are many companies out there who will sell you a CRM system, there’s no denying that. A large number of them will try to differentiate themselves purely on price and/or product features, but if you want CRM to be successful,

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Infor CRM user options – a general guide

We all have different ways in which we use our Infor CRM system. This can be because of our particular job roles, and it can also be because of personal preferences. That’s one of the many beauties of Infor CRM – each user can fine-tune the way they view, use and work with the system in order to get the most out of the tool. So let’s take a look at some of the choices you can make within the Infor CRM options, making it work the way you want it to.

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