A strategy employed by an organization in which a continuous level of engagement is maintained between the organization and its audience. Relationship management can be between a business and its customers (customer relationship management) and between a business and other businesses (business relationship management).
Customer Relationship Management (CRM) is a strategy for managing all your company’s relationships and interactions with customers and potential customers. It helps you stay connected to them, streamline processes and improve your profitability.
More commonly, when people talk about CRM they are usually referring to a CRM system, a tool which helps with contact management, sales management, productivity and more.
Today, due to the impact of the crisis, agricultural organizations are faced with the question of how to increase sales. One dimension is the competitive environment in which companies are forced to descend due to competitive prices and add new services to retain their customers. But sometimes that is not enough to keep the customer because customers become more demanding and it is harder to satisfy them. A lot of the attention is focused on CRM strategy as a management process to increase the performance of agricultural organizations. Attention should also be paid to how the CRM programs are implemented and how they are managed, and what impact they have on the performance of agricultural organizations.
If you want to grow your small business, you need technology. If you want to give your customers what they want by customizing their experience, you need customer relationship management (CRM) software to help you. CRM software helps you run marketing campaigns, manage leads, offer support services, and in some cases, manage inventory to keep on top of the market. Zoho CRM offers a low-cost and effective option for the small business owner.
Zoho CRM can be a little tricky if you are a first-time CRM user. To be fair, that’s pretty standard for CRM. It can take time to wrap your head around. So, maybe a few more popups to guide you through the basics would help. Overall, Zoho does a great job of providing plenty of self-help information – from blogs to videos.
Zoho CRM Plus, the first unified customer-centric software offering that takes customer relationship management beyond the sales cycle and traditional interaction channels. The new offering features an end-to-end, multi-channel approach that provides insight, context and information throughout the entire customer lifecycle — from the moment a customer clicks on an ad or engages in social media to when he or she buys and is retained as a happy customer.
“When the first CRM packages came into the market in the 1990s, Google AdWords didn’t exist, social media didn’t exist and companies had less of a focus on customer service”
Legacy CRM platforms were designed uniquely around sales force automation. Other companies started to fill in the gaps with email marketing, social media and customer support. This led to siloes of information and IT integration pains. If customer information is not stored in a centralized place, it is hard for companies to be customer centric.
Zoho CRM Plus approaches the CRM market from the perspective of the new digital age, where most customer interactions start in Google or Facebook, and allows companies to follow that interaction along every step of the funnel. By having everything in a centralized place accessible by every customer-facing member of the organization, Zoho CRM Plus allows companies to have an unprecedented level of context for each customer during every single touch point. Zoho CRM Plus also provides analytical tools to help companies measure and improve their customer-related activities.
With 2015 offering an abundance of new communications technologies and services, it is essential for businesses to be aware of the latest trends and attempt to gain an advantage over the competition.
Shift to Mobile Accelerates
Server based applications are being reconfigured to allow appropriate and useful applications to run on tablets and smartphones. Tablets offer ease of use, portability and convenience when incorporated into the business world. If a mobile application is purpose-built for a specific business and built to cater to the requirements of employees, the results can be impressive. Given the choice, some employees will choose tablets and smartphones over laptops and PC’s making it critical that businesses ensure availability of necessary applications on these mobile devices.
Continued Growth of Cloud Communication Services
As businesses seek to compete more effectively, integrate their workforce and improve client satisfaction, cloud communications technologies have become an effective enabler of this objective. Hosted VoIP is rapidly being adopted by many businesses who seek to avoid the excess costs and complexities of an on premise phone service solution. Issues with set up and installation are avoided while a rich feature set is made available to the end user. Integrating VoIP technology with CRM software further allows customer representatives, agents, sales staff, managers and others to access and utilize client information with ease, to better benefit the productivity of the business. Cost savings are the primary driver here though and industry authority WhichVoIP states that these savings can easily be upwards of 50% and beyond. Strong growth and adoption by businesses of all sizes is expected to continue.
When you first get started in business, you and maybe one or two other people wear all the hats. Not only are you the owner of your business, you’re its accountant, IT manager, customer service representative, and marketing rep all at the same time.
Over time though, as your company grows, you’ll find it necessary to branch out and establish teams of specialists. And when this happens, one of the first teams you’ll want to consider building is your digital marketing team.
While there are any number of professionals you could hire at this point, building your digital marketing team will allow you to expand your promotional efforts, bringing in the additional revenue that will enable you to bring on others in the future.
But before you begin hiring these professionals, you’ll want to take a few key steps, including documenting your processes and determining what specialists you’ll need. Once that’s complete, it’s time to get hiring!
Below are the five people you should look for first when building your digital marketing team.
CRM is the foundational building block that allows empowered consumers and connected employees to do business in ways we could not imagine just a few years ago. Historically, CRM strategies have focused around operational efficiency gains like reduced marketing costs, increased revenues from salespeople, shorter sales cycles, or better customer service productivity. Its no wonder that CRM is widely deployed in all companies – both big and small.
Today CRM is evolving, and companies are using it to support their customers in their end-to-end journeys. This customer obsession delivers business results that far exceed productivity and efficiency measures.CRM, used the right way, delivers higher levels of revenue and company profitability through winning, serving, and retaining customers.
Here is a snapshot of 4 of our top 10 trends that you should pay attention to in 2015.
We recently asked a group of small businesses to identify their biggest challenge regarding sales and marketing. 70% of respondents said engaging, qualifying and following up with leads was their biggest challenge and 61% said prioritizing and tracking activities and follow-ups for their sales team was also a problem.
CRM systems are designed to help your small business solve challenges when it comes to following up with leads and managing your sales team’s priorities.
As a small business, you probably use an organizational process that has worked well up to this point. Maybe you’ve used Excel to keep track of new purchases and contact information, or maybe you use several different apps for your data.
Whatever your process has been, you’re looking for something more. (or you wouldn’t be reading this!)
In research conducted by Gartner, it mentions eight essential building blocks of CRM initiatives: vision, strategy, customer experience, organizational collaboration, processes, information, metrics and technology.
CRM systems are a part of these building blocks and can be implemented once vision has been established. CRM Systems are part of your overall strategy and will help with organizational collaboration, processes, customer experience, information and metrics.
CRM systems are designed to help your small business solve challenges when it comes to managing your sales and marketing initiatives.
In a recent survey we conducted, CRM users ranked the ways a CRM has helped their business. 67 percent said using a CRM system helped them follow up on opportunities and leads and 56 percent said it helped customer relationships because the interactions were accessible in one place.
Market research is the collection and analysis of relevant information to enable you to make informed business decisions.
As a fundamental part of business planning, market research can assist you to:
- identify potential customers
- understand existing customers better
- set realistic targets
- develop effective strategies
- examine and solve business problems
- prepare for business expansion
- identify business opportunities
Market research can be an effective tool at any point in the planning process. It may be used in investigating, evaluating, starting, developing, consolidating, diversifying or even reducing the size of your business. Continue reading “Market research”
Market research is important for every business, and should not be just a one-off activity.
Successful businesses conduct research on a continual basis to keep up with market trends and to maintain a competitive edge. Regardless of whether you’re starting or expanding your business, market research is vital to understanding your target market and increasing sales. Continue reading “Why do market research?”
In the present day business world, marketing is all pervasive. We are exposed to marketing of products, services and ideas almost everyday, and in every arena of our lives.
Knowing consumer needs and desires is a road to success for any business, but the question is how ? No one can identify the needs and expectations of consumers just sitting a company’s office. You must carry out research and analysis what customers need, what are their preferences, what they think about your company (your brand image), and what is the effect of your certain advertisements on their minds, etc. In other words, you need to carry out marketing research to understand your consumers; unless you can never be successful to win them.
- Ad Tracking: Periodic or continuous in-market research to monitor a brand’s performance using measures such as brand awareness, brand preference, and product usage.
- Advertising Research: Used to predict copy testing or track the efficacy of advertisements for any medium, measured by the ad’s ability to get attention (measured with Attention Tracking), communicate the message, build the brand’s image, and motivate the consumer to purchase the product or service.
- Brand Equity Research: How favorably do consumers view the brand?
- Brand Association Research: What do consumers associate with the brand?
- Brand Attribute Research: What are the key traits that describe the brand promise?
- Brand Name Testing: What do consumers feel about the names of the products?
- Commercial Eye Tracking Research: Examine advertisements, package designs, websites, etc. by analyzing visual behavior of the consumer.
- Concept Testing: To test the acceptance of a concept by target consumers.
- Coolhunting: To make observations and predictions in changes of new or existing cultural trends in areas such as fashion, music, films, television, youth culture and lifestyle.
- Buyer Decision Making Process Research: To determine what motivates people to buy and what decision-making process they use; over the last decade, Neuromarketing emerged from the convergence of neuroscience and marketing, aiming to understand consumer decision making process.
- Copy Testing: Predicts in-market performance of an ad before it airs by analyzing audience levels of attention, brand linkage, motivation, entertainment, and communication, as well as breaking down the ad’s flow of attention and flow of emotion.
- Customer Satisfaction Research: Quantitative or qualitative studies that yields an understanding of a customer’s satisfaction with a transaction.
- Demand Estimation: To determine the approximate level of demand for the product.
- Distribution Channel Audits: To assess distributors’ and retailers’ attitudes toward a product, brand, or company.
- Internet Strategic Intelligence: Searching for customer opinions in the Internet: chats, forums, web pages, blogs… where people express freely about their experiences with products, becoming strong opinion formers.
- Marketing Effectiveness and Analytics: Building models and measuring results to determine the effectiveness of individual marketing activities.
- Mystery Consumer or Mystery Shopping: An employee or representative of the market research firm anonymously contacts a salesperson and indicates he or she is shopping for a product. The shopper then records the entire experience. This method is often used for quality control or for researching competitors’ products.
- Positioning Research: How does the target market see the brand relative to competitors? What does the brand stand for?
- Price Elasticity Testing: To determine how sensitive customers are to price changes.
- Sales Forecasting: To determine the expected level of sales given the level of demand. With respect to other factors like advertising expenditure, sales promotion etc.
- Segmentation Research: To determine the demographic, psychographic, and behavioral characteristics of potential buyers.
- Online Panel: A group of individual who accepted to respond to marketing research online.
- Store Audit: To measure the sales of a product or product line at a statistically selected store sample in order to determine market share, or to determine whether a retail store provides adequate service.
- Test Marketing: A small-scale product launch used to determine the likely acceptance of the product when it is introduced into a wider market.
- Viral Marketing Research: Refers to marketing research designed to estimate the probability that specific communications will be transmitted throughout an individual’s Social Network. Estimates of Social Networking Potential (SNP) are combined with estimates of selling effectiveness to estimate ROI on specific combinations of messages and media.
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 benefits of using CRM.
360 degree view of 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
Thus 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 – CRM provides this versatility in enhancing sales, customer support and success in business.
Essentially CRM works by collecting leads or consumer information. Analyzing the collected information to understand customer or market requirements. Adjusting marketing campaigns accordingly to increase sales.
CRM also serves for customer service and support–making businesses efficient and improve customer satisfaction.
In any business, the bottom-line of CRM work flow is to (1) Initiate Marketing, (2) Process Sales, (3) Schedule Orders and (4) Provide Support .
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.
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 price 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. Continue reading “What is CRM?”
CRM (Customer Relationship Management) cloud apps allow sales managers to monitor and analyse their team’s activities so they can forecast sales and plan ahead. For sales reps, CRM cloud apps make it easy to manage customer profile and case history information, freeing up their time and empowering them with expertise.
For marketers, analysing the effectiveness of marketing campaigns on your Web site, in email, or with Google AdWords is crucial, to ascertain the who, what, how and why of what leads are working.
The Salesforce CRM cloud-based apps let Indian marketers track sales leads and sources, route leads to the right salespeople in real time, and provide the analytics that reveal the bigger picture.
What is CRM changing in the realm of customer service?
For sales and marketing
For sales managers, CRM cloud apps provide real-time visibility into their team’s activities so they can forecast sales with confidence. For sales reps, CRM cloud apps make it easy to manage customer information so reps spend less time handling data and more time with customers.
For marketers, nothing is more important than tracking the sales that result from leads generated through marketing campaigns on your Web site, in email, or with Google AdWords. CRM cloud apps let marketers track leads and sources, route leads to the right salespeople in real time, and provide the analytics to see what’s working and what can be improved.
For customer service
Your customers have questions about your products. Today, they might go to Google or Twitter to look for answers and only contact your call center if they can’t find what they need. To deliver stellar customer service, you need to connect all the conversations that happen on social networks with the internal knowledge your agents use every day. That way, your customers get answers fast and are happy. And it costs you less.