Social CRM’s Point of First Impact

by Chris Bucholtz on Thursday 11 March 2010


Service is becoming perhaps the most important leg of CRM. It’s not just me saying it — it’s many others, including Paul Greenberg, who literally wrote the book on CRM. With the economy in the state it’s in, that makes sense; keeping the customers you already have has never been more important. However, service has some internal cultural hurdles to clear before it gets the respect it deserves. Luckily, technology and the customer landscape are both shifting in ways that will allow more companies to realize the value of service and give it the priority it has long deserved.



Custom-Designed CRM Applications from IntelliTek Systems

by admin on Wednesday 10 March 2010

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Custom-Designed CRM Applications from IntelliTek Systems

Service Suite by IntelliTek is a complete package of personalized service and customer relationship management applications custom designed to manage all of your organization’s contact management and customer service management needs. Use it to integrate with your current CRM package, or completely replace it.

Complete the form below to access this White Paper from IntelliTek Systems:

E-mail Address

First Name

Last Name

Company

Company Size

Industry

Job Title

Address

City

State

Zip

Country

Business Phone

Which of the following solutions are you considering implementing in the next 12 months?

What is your budget for these initiatives?



The Empty Promise of Experience Without Engagement

by Denis Pombriant on Wednesday 10 March 2010


I wasn’t sure what the reaction would be to last week’s column on customer experience.
Maybe I hang around with vendors and other analysts too much, because customer experience is a hot topic among, us and it’s generally seen as a good thing. However, judging by last week’s mail and some further digging at the Harvard Business Review’s Web site, it appears that there are at least two camps with decidedly different views on customer experience. The mail from last week was very positive.



Defying the Downturn, thanks Microsoft CRM!

by Mike Snyder on Tuesday 9 March 2010

We issued a press release this morning that highlighted how Microsoft Dynamics CRM helped our business grow by 44% in the past year, despite the fact that the global economy is pretty much in the toilet! I think some of the key factors that played into our success include:

  • Microsoft Dynamics CRM is experiencing strong double digit global growth, and we were fortunate enough to bet our business on CRM a few years back. When the Microsoft CRM industry grows, we grow too. :)
  • Deal sizes are increasing! We have seen our average deal size grow from 180 users in MSFT FY09 to over 700 users per deal in MSFT FY10. That’s an amazing statistic.
  • Our company cranks out a ton of repeat business and “phase two” projects because customers are getting a lot of value from their Microsoft CRM deployment. These repeat customers (100% of our Tier 1 customers!) make it much easier for us to grow our business.

We see deal sizes increasing for a few reasons. One, Microsoft Dynamics CRM has proven itself to be enterprise-ready. A few years ago, a lot of prospects used to ask us questions like “Can you handle 500 users? Can you handle 2,000 users?”. We don’t hear a lot of those questions anymore because the performance record is pretty clear and well documented. We have deals we’re chasing that range all the up to 25,000 users.

Two, we’re seeing deal sizes increase because the XRM capabilities of the platform enable customers to expand their system waaaaaaay beyond the traditional sales, marketing and service deployments. If you’re interested in learning more about all of the fun and creative ways that you might be able to leverage Microsoft CRM’s XRM capabilities, please let us know.

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UPDATE: Fast Company wrote up a pretty fun article about our release. I couldn’t agree with Maccabee more, Huzzah!!



CRM for the Small Business, Part 4: Getting the New System Up and Running

by Maria Verlengia on Tuesday 9 March 2010


When it comes to implementing a new CRM system, small companies have several options. If they have enough resources and experience to devote to the task, they can implement the system themselves. If they choose not to go that route, a third party can be brought in to help them implement it, Craig Klein, president and CEO of SalesNexus, told CRM Buyer. In many cases, however, the CRM vendor helps to implement the system. “We try to make the experience relatively straightforward and simple,” Klein said.


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