Friday, June 27, 2008

Best Practices For Ecrm


The Customer Relationship Management is first of all and before anything else, a business strategy technologically supported and not the other war around. It consists on identifying the value of the clients, to keep them, develop them and get new ones. In this perspective, the prospecting of acquiring new clients begins with WEBinar while sales in itself, especially the presentation to prospects, is done in eSales.


Make the difference between the development of current clientele and market prospecting. In the first case, contacts are identified and are established in the client?s account. Therefore, is convenient to organize a presentation since Conferenceware automatically generates the information required for an invitation, the description, schedule and the mode for voice broadcasting within the format of a new message. From there, you just have to select the persons you want to invite among your contacts. Consequently, a copy of the invitation is saved in each of your contact?s file, in your CRM software. In the case of prospecting by WEBinar, the list of registered persons is imported in CSV format in order to automatically build contact information in your CRM software.


The objective of commercial presentations is usually to get information regarding the prospect?s business problematic and to identify the persons with power among the organization that have the weight to make the buying decision making. Is through the interactive questionnaire that is possible to evaluate the preoccupations in terms of problems along with the buying criteria of each of the persons influencing the process. While meeting with them, you are able to identify each person?s role within the acquisition, user, evaluator, and their level of knowledge, beginner or expert as well as their attitude: ally, neutral or hostile. In the case of acquired clients, the interactive questionnaire is precious to evaluate their loyalty particularly their disposition to make referrals.

Follow up

The report of a reunion indicates not only the participants but also the answers they have provided to the questions submitted: problems, retained buying criteria, loyalty index. From there, you should be able to prepare a differential proposal, showing by the grade of pertinence, your understanding of the client?s needs. Moreover, by recording a meeting, in which voice and image are synchronized, it can be replayed to check the fine tuning and be kept in the file as an attachment to opportunity.

Michel Dionne is the president of He is also the director of the Sales-Marketing Master Certificate Program of Laval University in Quebec. For 15 years, Michel was the CEO of a telecom development company.

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Monday, June 23, 2008

CRM Technology

CRM technology is a fantastic set of tools to help make sales and marketing efforts more efficient, faster flowing, and more accurate. At the same time, they help you automate your database management so that you don't have to spend so much of your precious work time keeping up with records and files.

However, CRM is about the relationships between people?namely, your prospects and clients. Companies are a grand illusion, in a certain sense. People do business, companies do not. There were businesses before computers (though some of you out there might find that hard to believe) and there were thus relationships before computers. CRM is not something that got invented after computers. Only the moniker ?CRM? was invented them.

The key practices of client relationships did not go out the window with the invention of the computer, either. Only the toolbox for helping you do it right has changed. CRM technology is your new toolbox. We have to use the practices that work for relating to people and getting them to buy and come back for more. We can take advantage of all that CRM technology software provides us to help make our practice perfect (or a reasonable facsimile of perfection).

For instance, a prospect or client has a different experience with you when she goes to your website and is greeted by a human voice or can have a chat with you via her keyboard, which is what some CRM technology companies make possible, than she does with the usual Net browsing. This technology allows you to track the the prospect or client's navigation through your website, and be able to chime in and offer him your professional help. However, it is debatable as to how welcoming this feels to visitors. If you were in a face-to-face or retail setting, you would observe the visitor and then decide based on what you saw whether or not to approach her or what to say to her. You can't see her face on the Net, however (unless for some strange reason you're both on webcams), and when the day comes when that is possible (without needing any webcams) it is dubious whether she'd let you. Businesses nowadays tend more and more to want to give themselves a CRM solution or take their CRM to another level with software. Fortunes fall upon us fast in the 21st century business world, and CRM technology moves your sales and marketing along at a fast clip, indeed. However, your CRM needs to be in place and working well before you take it to the IT level. In short, you still need to know what you're doing with sales and marketing if you want to be a success in business. Then you'll know how to use your CRM software the right way.

Sayed Ally, is the lead CRM Analyst. His company provides, Microsoft CRM Sayed can be reached at Tel : (905) 815- 1995 ext 22, email:

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Why CRM Should Start At Your Web Site

Often, the first contact your company may have with a prospective customer is on your web-site. For those visitors, your sales cycle begins right there. The typical workflow might be something like this: the visitor?s contact information is collected by the web site and sent to an email address; someone in the company gets the email and takes it over to sales; then someone in sales calls or writes the prospect; depending on what happens then, someone has to remember to follow up on that prospect later? and so on. Unfortunately, equally often, the result is prospects that slip through the cracks of your organization, a longer sales cycle, and higher costs for excessive handling of prospect information.

But Customer Relationship Management (CRM) that begins at your web site will empower your entire organization. With CRM, the ?click-through? from your web site visitor will automatically be routed to the appropriate salesperson, automatically be scheduled to receive appropriate sales literature, and automatically be scheduled for future interactions using pre-configured workflow rules.

Web site and CRM integration can also add value after the sale. Your service and support processes can also begin at your web site by offering clients useful information online. This can take the form of FAQ?s, a ?knowledgebase?, or troubleshooting wizard. If a customer is unable to resolve their issue online, then a support ?ticket? can be initiated online that will automatically be routed to the appropriate service person, schedule a service call, and schedule follow ups ? all automatically!

With CRM, your web site does more, too. Your web site becomes an active agent in your customer relationships and a valuable tool. With CRM, it helps your business increase its capacity to deal with the prospects and customers without increasing your employee workload. Between your web site and your CRM system, much of your day-to-day sales and service tasks can be automated, the sales and service cycles shortened, and your customer loyalty increased.

This article was written by Rick Bellefond president and founder of RB Data Services. RB Data Services has specialized in providing our clients with a full range of CRM services since 1989. For more information, please contact us at 858-541-1820 or by visiting our website at

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Email Quick Campaigns For Microsoft Dynamic CRM

In the new Microsoft Dynamic CRM 3.0 software, there is a feature that Microsoft developed called Quick Campaigns which utilizes the power of email to take care of some marketing initiatives quickly, efficiently, and automatically, thereby freeing up the agent who uses it to quickly get back to his main business activities while the marketing takes care of itself.

With Microsoft Dynamic CRM?s Quick Campaigns, you as a sales representative can contact all of your clients and all of your active prospects without the need of going to the marketing department. With a wizard-based interface, the feature simplifies the making of a marketing campaign for users who might not have the experience or expertise to create an effective marketing campaign without assistance. There are only a few clicks to be made and the entire process can be completed.

First, you select the specific records that you wish to include in the marketing campaign. You can make this selection either across the board or from a selected or filtered group of targets. Next, you give a name to the quick marketing campaign. Thirdly, you select what kind of marketing activity you will be using?typically email, but it can also be making phone calls, sending out letters, faxing, and so on?and who will ?own? the activity (this is usually yourself if you are the sales rep). And finally, you specify the specific details of this activity?so for your email campaign you would write up the header, body, and closing of the email. Once the wizard completes its calculations, the process gets underway in the background while you get back to doing the things that make you and your company money, like calling that lead list of yours or handling a client?s call.

A lot of times, companies will use the Quick Campaign to make initial contact with people on a new list. They also often use this campaign to make follow up with clients or prospects farther along in a sales cycle. Using the importation capabilities of Microsoft Dynamic CRM, a salesman might import names picked up at a trade show and then send out an introductory email to be followed up by a telephone call so that he can determine the prospect?s interests, or ascertain if there truly are any. Other common uses of the Quick Campaign emailing feature include making clients and prospects aware of a special offer or a temporary price cut. This same feature can also schedule the follow up calls typically go along with this activity. Microsoft Dynamic CRM also gives automatic views of ?neglected? leads or clients, saving the marketing managers tons of time and making sure that there are no forgotten sales possibilities.

Sayed Ally, is the lead CRM Analyst. His company provides, Microsoft Dynamics CRM. Sayed can be reached at Tel : (905) 815- 1995 ext 22, email:

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Tuesday, June 17, 2008

Generate Reports In No Time With Microsoft Dynamic Crm

You can generate database reports quickly and easily with special features of Microsoft Dynamic CRM software. The reports can quickly be written and added to Microsoft Dynamic CRM. You need to first make sure that you have all of the required collateral software, such as MS SQL Server 2003 or 2005. Consult your manual to make sure you have all that you need for generating Microsoft Dynamic CRM reports.

You probably do have it all, so let?s assume that you do. To prepare a report?s generation, first keep in mind that you want to use filtered views, not tables. That is, when you select the data source for your report, use the filtered views that are in the Microsoft Dynamic CRM database instead of the database tables. The reason for this is that filtered views are more secure and they are more efficient. Each individual?s Microsoft CRM security roles determine which of the records are returned by a query to a filtered view. Thus, reports that are based on filtered views only show users the records that they have permission to view.

Next, make the report prefilterable. When you write a report, you can set it up so that it has a default filter for each individual user to be able to edit before generating the report. This is known as making the report ?prefilterable?. Making reports this way gives you a couple of advantages. For one thing, the user can edit the filter to find the precise he needs right away without multiple guessing efforts. And for another thing, the default filter stops users from accidentally generating the report based on all records.

In order to make a report ?prefilterable? in Microsoft Dynamic CRM, you need to specify the prefix CRMAF_prefix in your SQL query when you are writing up your report in the Report Designer. Adding this prefix causes Microsoft CRM to add a default filter to the report. For every filtered view having this prefix in the query, users are able to edit the filter criteria. Criteria related to accounts can be edited but not criteria related to contacts.

And finally, make the report context-sensitive. There are three different areas from which to generate reports in Microsoft Dynamic CRM. One is from the Reports area, as part of the list of all reports. A second is from an ?entity? list page like a Leads page for example, or from any Advanced Find view of the Leads. In this mode, users can select to generate reports based on selected records, all applicable records, or all records in the current view. And finally, there is the option of generating the report from an individual record, which is run on the current (viewed) record.

Sayed Ally, is the lead CRM Analyst. His company provides, MS CRM. Sayed can be reached at Tel : (905) 815- 1995 ext 22, email:

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Tuesday, June 10, 2008

CRM Offshore Software Development

CRM stands for Customer-Relationship Management, and adopts the basic of self-service channel such as the Internet.
CRM (Customer Relationship Management) is a business strategy built around the concept being "customer-centric". The main goal is to maximize revenue through improved customer satisfaction and focused interactions at each customer touch point.
The above can be achieved by understanding the needs of the customer that based on their purchasing patterns.
Customer-Relationship Management Customer-Relationship Management follows the principal of customer interaction,
allowing each customer to let you know how he or she wants to be treated.
CRM is a mechanism to make the supplier more aware of customers' buying habits and frequency at which he/she buys.
CRM solutions can improve efficiency of sales, marketing and services by making the supplier more attuned to the needs of the customer.
Some features to be recognized while achieving the customer satisfaction are:
1) Customers own their own information
2) Customers need total accuracy and at times won't understand the viewpoint of the supplier
Advantages of CRM Solutions.
CRM solutions provide a technology to enable your customer services, sales and marketing efforts by allowing a 1st-time visitor to visit the site again,
repeating the visitor to subscribe to a newswire so that we can tell him/her what we're doing to the site, subscribers and commentators to submit contributions
so that we broaden and deepen the content we provide and subscribed members of the site to purchase product and services
and provide us with funds. Typical CRM functionality includes the following:
1)Visitor login and account maintenance
2)User profiling and user agendas
3) Customer tracking and unique customer record
4) User reporting
5) User feedback and suggestions
6) Site relevance and content optimization
For more information log on to , an offshore outsourcing company

The author of the article is John Parker, A-1 Technology, Inc, an offshore outsourcing company

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Microsoft CRM is winning market share step-by-step from such the traditional CRM providers as Siebel, Saleslogix. In this article well show Microsoft

Microsoft CRM is winning market share step-by-step from such the traditional CRM providers as Siebel, Saleslogix. In this article well show Microsoft Business Solutions CRM potential in the Vo

Nowadays VOIP-based technologies and Instant Messaging Systems are getting wider and wider spread. Each work desk or each personal computer has one or another instrument of information exchange, belonging to the VOIP or instant messaging systems. Currently the mostly presented information exchange systems are:
Skype ( Revolution system of sound compression the tolerance to the bandwidth of the channel enabled VoIP amusement features to the general internet world-wide user with microphone and headset, Windows/Linux/Mac OS X operating systems, internet access and free registration with Skype. Plus Skype application has instant messenger between skype users. New features and services SkypeOut and SkypeIn allow you not only to call to the regular phones from your computers with very low rates, but also accept the calls on your skype phone number in the SkypeIn system.
MSN Messenger ( Quite successful attempt of the Microsoft open the door to the instant messengers market. MSN Messenger gained market with the speed of light, due to the tight integration with Microsoft Windows. Every new version adds new functionalities MSN Spaces integration, audio and video transfer etc.
Yahoo! Messenger ( IM system of the Yahoo! portal, has standard set of features for communication, including audio and video stream transfer.
AOL Instant Messenger ( This is one of the veterans of the IM system market. Considering the popularity of AOL as internet provider AOL instant messenger holds substantial market share.
ICQ ( Yes we do not have to give you additional comments, we are targeting this article to IT professionals who were working in the Clinton era of American internet miracle and booming. Let us just add that with the release of version 5 ICQ introduced new features of the audio and video conversation.
VoIP & IM systems are popular not only in the home office environment, but are gaining popularity in the corporate market. One of the proves is the release of Microsoft Live Communication Server, which allows messages streams coordination and control. Natural idea should we enable VoIP and IM conversation with automatic protocol? It is always good to have paper copy of the MSN conference, related to the project, product, in the form of MS CRM Activity. Or, from CRM interface to call your potential customer via Skype. Or accept the incoming call via SkypeIn and record the call to the CRM database to be accurate with the following negotiations. The usage is really unlimited and is currently restricted only by human conservative nature
Now, lets consider the schema of MS CRM extensions to enable such a system:
The main component is Albaspectrum Media Core for MS CRM the module, providing media streams saving in the special database, interaction with the specializing connectors to IM/VoIP systems. Its function is also Activity creation in the Microsoft CRM system.
The second important component is modification to these forms: Contact, Account etc. Modification is adding phones, addresses, Skype, MSN, AOL, Yahoo identifiers. Also we have to add SkypeOut phone calls service. In the future we plan PBX/PSTN support via MS Office Communicator 2005
Planned addition - Answering Machine module, controlling incoming calls and messages from clients and saves them in Media Database. If manager is out of his desk, system will save the message and will create Activity in personal queue you will not miss no one customer call! Plus all the calls from non-registered clients/prospects might be associated with one or another Account, Contact, Lead, etc.

Lets consider the process of the phone call/receiving or message recording:
CRM User opens client form and reads telephone or skype ID to place the call. If she/he would like to talk to skype user Skype application must be installed of the local machine and she/he needs to be skype online user. If she/he calls to another Skype user, then we dont have additional requirements. In the case when call is placed on PSTN number, CRM user needs to have SkypeOut active account. In both cases when user picks up the phone or is absent CRM activity will be created with the relevant status. If the call was accepted, automatic call recording will be switched on, activity will be created with the indication on the phone duration. For MSN, Yahoo!, ICQ audio conversations all the mentioned above is relevant, except PSTN support (currently skype only).
The above described process is similar for instant messenger conversations, recorded by MSN Messenger, ICQ, Yahoo! Messenger, AOL Instant Messenger.
CRM User could appeal to Full-Text Search upon the saving to Media Database of text talks directly from the MS CRM interface.
For the users, who are accessing CRM over the internet we envision IM system support (as in the MS CRM forms.
Good luck with integration! If you want us to do the job - give us a call 1-630-961-5918 or 1-866-528-0577!

Boris is Lead Software Developer in Alba Spectrum Technologies USA nationwide Great Plains, Microsoft CRM customization company, serving clients in Chicago, Houston, Atlanta, Phoenix, New York, Los Angeles, San Francisco, San Diego, Miami, Denver, UK, Australia, Canada, Europe and having locations in multiple states and internationally (

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Wednesday, June 4, 2008

How To Put Microsoft CRM Into Place In Your Business

No matter how big or how small your firm is, Microsoft?s Dynamic CRM software is right for you and your customer relationship management, as long as you know how to get it integrated with your business. The technological integration in and of itself is easy, but you need a strategy that will work for you, too.

First off, step back a little define for yourself what CRM?customer relationship management?means for your business in particular. Get ?deep? with thinking about how you interact with your clientele. In fact you might even want to write up and send a questionnaire to your client base, asking them how they feel about their business relationship with your organization. Ask your employees, too, about how they feel with regards to the client-worker relationships that they maintain. Use the information that you glean to put together a clear vision of CRM at your company. Once you have this, delineate the vital importance of CRM to your employees. Give your staff clearly defined objectives to be met by your business, so that they have something to work with in their minds. Additionally, communicate your expectations and the objectives that you want the new CRM program, including the Microsoft Dynamics CRM aspect, to meet. Make it abundantly clear to your employees just how important your new CRM initiative is to the growth and profitability of your business. The CRM initiative needs to be a high-profile vision within your company.

Next, consider that a successful implementation of Microsoft?s Dynamic CRM software will be able to define your company?s business processes. You need to select the right CRM platform to use, true; but then again that is only one piece of the puzzle. Focus on the overall vision, the entire process. Don?t let yourself get caught up in all of the specialized tools and modules that the software comes with. Don?t be the nail; be the hammer. The tool should not be driving your business; you and your employees should be doing that. What are the best ways that you have always been able to work with your clients? Keep to those ways and let the CRM technology enhance your efforts along those very same lines. And, don?t leave out any aspect or part of your business when it comes to implementation. Don?t give the CRM technology only to certain areas of your business. You want seamless integration and a holistic approach in order to make the initiative a success.

Sayed Ally, is the lead CRM Analyst. His company provides,Microsoft CRM Consulting. Sayed can be reached at Tel : (905) 815- 1995 ext 22, email:

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Small Business CRM Is Here To Stay

If you ask most small business owners what priority CRM has in their short-term business plans, chances are youll get more than one blank stare. The fact is that most small business owners dont even know what CRM is not to mention how significantly it can benefit their growing company. This prevailing ignorance of small business CRM (customer relationship management) usually stems from just a few basic causes.

Excuses not to invest in small business CRM
The first and most common reason for disinterest in small business CRM is the very nature of small business. With limited financial and personnel resources at their disposal, business owners believe they cant afford the money or time that a small business CRM system would require to show a significant ROI. Often times the chief concern is just staying afloat long enough to sign that big contract or receive a large product order.

Still other owners of new businesses believe that they can build and maintain quality customer relations simply by the virtue of the their cordial personality or particular market niche. They see small business CRM as an unessential luxury to be enjoyed exclusively by their larger competitors. What these owners often find is that without sufficient small business CRM support their business will never expand beyond the number of customer names they can remember. The problem is compounded when the company expands into internet sales (an essential move by any growing company) and suddenly finds its present customer tracking system overwhelmed by the sheer amount of incoming customer information.

The Bottom Line
The bottom line, as all successful small business owners have learned, is that it takes more than one good idea to build long-term business growth and stability. You may be great at attracting new customers to your business, but if you fail to care for, track, and understand your customer base, not only will you hemorrhage your hard-won clientele, you will also fail to capitalize on future opportunities by not anticipating future market trends.

The Solution
The good news about small business CRM is that there is an increasing number of automated systems available at prices that most smaller companies can afford without too much difficulty, usually around $2000 a year. Some CRM companies, effectively eliminating the need for small business owners to micromanage their CRM system, largely manage newer small business CRM systems. Now small business owners can reap the benefits of a smooth running CRM system with a minimal time/financial investment.

Features to look for in a small business CRM system
There are many features available to small business CRM users designed to not only track sales, but also cause sales. Here are some features to look for.
Power Dialing-This feature allows your outbound sales agents to place 300%-400% as many sales calls, effectively quadrupling your workforce.
Voice Messaging System-Allows you to automatically record and send sales calls designed to elicit a customer call back.
Custom Fax and Email-Following up on leads with timely fax and email can mean the difference between closing sales and missing out on potential revenue.

Other must-have features include:

Marketing management
Sales management
Order and quote management
Service management

With the ability to outsource these business functions, small business owners can concentrate on implementing strategies that theyve had to hold off on due to lack of customer information and/or time.

Cameron Brown is an internet marketer specializing in phone sales. For more information on small business CRM, please visit Inside Sales.

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