IOT and its Benefits in Businesses

IOT and its Benefits in Businesses

What is IOT

IOT or Internet of Things is the way of interconnecting physical devices, smart devices and other embedded devices which includes sensor, electronic circuit, software with some network that allows exchange of data between the two. In a nutshell a thing can be represented as any physical entity having some sensors or electronic module which gets connected to ‘internet’ or a network making the term Internet of Things. Let’s take an example of smart home, here the entity smart home works as a ‘Thing’ which is connected to internet allowing the user to remotely control, monitor the electronic devices at home.


IOT helps the consumers, businessmen and people from all sections of society to ease their daily life activities and deliver a better optimized outputs. IoT can significantly reduce the overall production expenditure in an organization by streamlining the processes using the analytical data from its sensors, which thus helps in generating a better revenue. This approach has a massive potential to transform any business and take to a much higher level.

Scope of IOT

Researchers have already forecasted that by the year 2020 the number of IOT devices in market will grow to 30 billion from the current value of 10 billion. These type of predictions are very well supported by the growing market of smart devices. IOT is a game changer that can help organizations in improving their productivity by using various services provided by it like analytics, security etc. Various industries like finance, retail, petroleum can take the aid of IOT in order to increase benefits by taking more intelligent decisions backed through interactional  data, which is ready at disposal.


Optimized Operational Output–. IOT reduces human involvement and energy costs by using real-time data from sensors to monitor and enhance process efficiency. The data obtained can be used to minimize downtime due to maintenance, inventory, as well as time to market.


Improved security: – IOT not only resolve problems faster by coordinating with team but also helps business to improve workplace safety by using sensors and cameras which help monitoring equipment.


Better Asset Management: Real-time data obtained from sensors is used by IoT to monitor and improve efficiency, promote automation and reduce energy costs. The obtained data can be used in minimizing various roadblocks like maintenance or inventory downtime.


Improved Decision Making: Organizations can implement real-time operational insights to make smarter and faster business decisions and reduce operational costs. IOT helps in prioritizing and distributing all business decisions.


Better Cost BenefitsInternet of Things (IoT) can boost the productivity and efficiency significantly in an organization through better assets and resources utilization.


IoT not only resolve problems faster by coordinating with team but also helps business to improve workplace safety by using sensors and cameras which help monitoring equipment.


GDPR and Its Impact on Microsoft Dynamics 365

GDPR and Its Impact on Microsoft Dynamics 365

If you’ve been keeping a track of news surrounding the subject of data security, especially in Europe, you’re likely to have heard about the GDPR or General Data Protection Regulation. Though you might have read enough about it, you probably still have a few unanswered questions.


Well, we are going to help you out by giving you a good idea of what GDPR is. More importantly, we are going to tell you how GDPR is going to impact your use of Microsoft Dynamics 365.


Understanding GDPR

The GDPR is a major update to existing European Union Privacy Laws. The last time we saw updates being made was 20 years ago. The GDPR is a much-needed addition considering the fact that technology today has evolved drastically. It’s time that there were laws such as this in place to combat data and privacy threats.


The GDPR actually replaces the older DPD or Data Protection Directive, which came into play all the way back in 1995. This was a time when web technology was still taking root. However, we now live in an era that is made up of cloud services and mobile access. So, needless to say, GDPR is something we really require.


Several of the regulations under DPD became obsolete, which set the motion for new data security laws to be passed within the EU.


In essence, GDPR’s objective is to make sure organizations and businesses protect personal data, irrespective of where it’s stored, sent or sourced from. To put it simply, businesses/organization will have a greater responsibility with regard to data protection and security.


The new regulation covers every entity; right from private corporations to even government agencies and NGOs.

However, GDPR’s regulations are not uniform. They will vary from member state to member state. This is due to the fact that EU’s member states are, at the end of the day, independent countries with their own laws and regulations.


The penalty for not adhering to GDPR will result in a fine that can be as much as 4% of the offending organization’s annual revenue or 20 million euros.


Currently, organizations have been given a time of 2 years to transition into a state of compliance with GDPR. The GDPR will go into full effect on 25th May 2018.


What are organizations required to do?

The key focus will be on privacy policies. GDPR will require privacy policies to be more comprehensive and detailed. The policies will also have to be written in language that is plain and understandable. Legal representatives will have to be hired in order to review these policies and clear them as being GDPR ready.


GDPR will also regulate permissions. In other words, opted-in email addresses belonging to customers will be beyond the access of companies after a period of inactivity.


Needless to say, this will affect CRM efforts and strategies.


Microsoft has already released a 5-step plan to help users of Dynamics 365 adapt to the new changes. For starters, the tech giant will be including 3 new commitments into existing contracts to enable automatic compliance with GDPR.


So, Dynamics 365 users can be sure that their version of the CRM tool will be updated to be compliant with GDPR.


There will be a more dedicated focus on granting access privileges according to individual records and job titles. Highly sensitive areas will see greater restriction.


Access and control of data in the Dynamics 365 environment will be given more priority now. Solutions such as Azure Active Directory and Azure AD Privileged Identity Management will be implemented to make user management easier and heavily regulate access via control and reporting.





What to Expect from Salesforce’s New Einstein Analytics

What to Expect from Salesforce’s New Einstein Analytics

If you’ve been keeping track of all things Salesforce related, you’ve probably already heard about the CRM’s new Einstein Analytics feature. Einstein Analytics comes exactly a year after Salesforce launched an AI-based tool for its Customer Success Platform. Now, Einstein Analytics takes things further.

In essence, it is predictive tool aimed at sales and marketing functions. In addition, Salesforce has also re-branded BeyondCore and is now calling it “Einstein Data Discovery”. Now, Einstein Analytics, as already mentioned, is aimed at assisting service agents, marketers, and sales representatives. It provides them with the key insights needed to make customer interaction much more intelligent while eliminating dependence on mathematical models or algorithms. Here are some of the key benefits that you can expect with the new Einstein Analytics.


Optimized Workflows

Salesforce will now make it possible for its customers to access advanced analytics. Einstein Analytics takes the Artificial Intelligence aspect one step further and simplifies the complete analytics workflow. For example, CRM related insights are automatically mined and used to provide suggestions on how customer service, sales, and marketing can be improved. This is very important considering the fact that there is tremendous growth in the amount of customer data produced. It is beyond the ability of marketing or sales teams to spot each trend or make sense of near-infinite correlations.

Contextual Analytics

Einstein Analytics offers a range of apps that are contextually relevant. These apps help users explore a variety of data to reveal powerful insights. This includes everything from a basic sales pipeline dashboard to highly critical decisions concerning forecasting.


The Einstein Data Discovery tool, powered by AI, has the capacity to analyze several billion combinations of data and prescribe recommended solutions and even predict possible outcomes. As stated earlier, this allows sales and marketing teams to enjoy smarter interactions with the customer.


Account Insights

There is also an Einstein Account Insights tool that provides sales teams with the latest news on topics such as financial results and mergers & acquisitions.  These insights can be leveraged using Salesforce Engage by the sales team to produce personalized marketing messages and get in touch with leads from existing accounts. The Insights tool provides an interactive dashboard as well that allows the tracking the impact made by the marketing messages. This includes monitoring click-through rates and even the exact moment of clicking. Campaign effectiveness can be measured as well, via a single dashboard that displays B2B Marketing and Sales Analytics.

Salesforce is also considering the launch of Multi-Touch Campaign Insights to help marketers identify what aspects of a campaign are effective and how they can boost sales for individual accounts.

Actionable AI

The Einstein Discovery tool can carry out statistical analysis to determine the validity of a trend and provide an explanation for the identified patterns. The explanations are communicated in a manner that is easy to decipher for the user.


The tool also offers recommendations on what actions need to be taken and even allows the user to present the findings via slide presentations and visualizations that are generated automatically. By doing so, it actually provides a complete analytics workflow.


The Einstein Discovery tool works with Salesforce CRM to generate feedback and also improve insights by leveraging the power of human intuition. In other words, sales teams can determine what exactly needs to be done. Sales teams are guided at each step and stimulated with queries that they might ignore or even fail to consider. For instance, the Sales Analytics app can carry out an analysis of several deals using Einstein Discovery and identify key factors that impact the closing of a deal.


This can be done for a range of markets and industries. Additionally, users can actually access the algorithms and models used by Einstein Analytics to see how it derives recommendations and predictions.




Factors Enhancing Successful CRM

CRM stands for Customer Relationship Management which incorporates data-driven strategies to improve the way of interaction between businesses and its customers. CRM business programs and applications are designed to manage customer relationship with the goal of enhancing business relations with customers while increasing a steady flow of sales growth.

With many CRM software available in the market, the one that everyone is talking about is Microsoft Dynamics 365, which covers the full spectrum of CRM through separate apps integrally working together- Sales, Customer Service, Field Service, Project Service Automation, and Marketing.


While implementing an effective CRM system is a crucial business venture for your organization, there are a few important factors to consider for executing a successful CRM system.



Comprehend strategies


For satisfying and growing customer relationships, CRM uses IT and Business Practice Solution strategies. Therefore, a thorough planning about using the CRM system to satisfy your customer goes a long way to establishing a driving sales force.


Strategy comes first


Take into account your business strategy first. Most companies want to achieve success by implementing latest technology and gadgets without having a properly designed strategy. Deploying highly advanced state-of-the-art CRM systems without clearly chalking out business strategy will be detrimental to the growth of your company.

Effective planning


A CRM implementation plan is as vital and crucial as your original business plan, and therefore it needs equal attention. Making a clear and logical plan and following it should be one of the most important priorities in a successful CRM system. Think practically and chalk out what needs to be done and at what time it is to be done. Planning the implementation in short phases will help accomplish a greater number of small successes.




One of the most important factors of CRM implementation is direct interaction with customers. Talk to your customers directly and get valuable customer inputs. Address customer complaints, comments, and their recommendations to redesign and enhance the dark areas of your CRM system.


Upsell drives sales force


Products or services which form the best upsell are usually complementary to your initial product. For example, when you buy a dress, the sales assistant will show you a nice belt or any other accessory that goes with the dress. Hence, use your CRM system to immediately upsell a product to the customer. Post-purchase, look up the purchase history to display products which are related yet not bought by the customer so that you can recommend those related products to him or her. This process will boost up CRM sales force.


Defining data


Redefining data for a new database is a must-have for the successful running of CRM software. Formulate clearly as to what data needs to be imported and what has to be scrubbed clean. This will help your computer to work efficiently with the new clean data. There may be some amount of dissatisfaction for not being able to store all historical data at one place but it will ultimately help in faster and more accurate reporting.


Constantly update yourself


Successful CRM software demands a company to learn, acquire and manage brand new business processes and evolve constantly with the help of supported technologies which is a tough job to handle.


The above-mentioned points clearly elucidate the fact that the success of a CRM system is not based on a single but a host of crucial factors including latest technology, business strategies, and effective planning. It is important to realize that though technology is bound to change in due course of time, customer satisfaction and loyalty will and should remain the same, which only an effective CRM system can ensure.


The Need Of CRM in Hotel Industry

The Need Of CRM in Hotel Industry

Customer satisfaction plays an extremely important role in any business. It is the customer’s feedback about a product or service that determines its success and translates into profit for the company. This is especially true for service based industries like hotel, tourism or transport industries. All successful businesses in the world today thrive on customer relations rather than the quality of their products alone. It is crucial to identify, create and maintain a dedicated customer base in today’s competitive market.

Customer Relationship Management (CRM) not only builds a comprehensive database containing all information pertaining to the customers, but it also facilitates the company’s long term growth by forging strong ties with the customers.

CRM is a business approach which can support the sales, marketing and service processes within an industry and maximize its profit margins. It functions by associating with selected customers and providing them with an unparalleled experience both in terms of the quality as well as the manner in which their needs are addressed. This customer- centric approach is of pioneer importance in the hotel industry as it attempts to retain customers and build a long partnership with them.

Customer Service in the Hotel Industry

In the hotel industry, it is not just the core customer services like pricing, quality and delivery that matter; it is also the friendly approach, the prompt problem-solving, and the flexibility in options that make a big difference. It is this extended customer service that gives a company an edge over others as it increases the customer’s perceived value towards its services.

CRM is essential in the hotel industry as it helps a company exceed its customers’ expectations by enhancing the aesthetic value of its services and providing the opportunity to build effective interpersonal relations.

Advantages of CRM for hotel Industry

Advantages –

1. One-stop Database – A CRM Software contains all relevant data pertaining to its customers which are constantly updated to accommodate any changes. This facilitates for quick identification of data regarding the customer which aids in faster problem solving.

2. Enhances Sales Productivity – Repetitive sales tasks like sending bulk e-mails and generating reports can be automated, thanks to CRM. The CRM mobile access allows sales teams in the hotel industry to have ready access to their customers’ preferences which helps them to create more lucrative offers for their clients.

3. Customer Retention – While competition and product dissatisfaction account for only 9% and 14% of customer loss respectively, 69% of customers move away from one company to another due to the lack of personal bond with the company. As Rob Yanker of Mckinsey & Company puts it, “Winning back a lost customer can cost up to 50-100 times as much as keeping a current one satisfied.”

4. Winning Strategies – CRM employs strategies like cross-selling that involves offering customers services that augment their original purchase and develop their interest in other products of the company. Offering upgrades or extra services, for example, sightseeing packages come under the category of up selling. CRM strategies also include benefits like a two-day all-inclusive package at a discounted rate for its loyal customers. All these schemes increase the company’s sales while making the customers’ purchase experience more meaningful.

5. Customization – CRM software allows the hotel industry to customize products according to the target audience. While for certain customers, value for money is the priority, for many others luxury and overall experience matter the most.

6. Increases Referrals – With its focus on customer satisfaction, CRM creates a good referral base as contented customers give favourable reviews which in turn solidifies the company’s reputation.

7. Better Customer Support – CRM builds an effective customer support system that is fast and provides assistance to clients through phone, chat, e-mail and even in person.

CRM is not effective when used as a strategy or software; it needs to be adopted as a company philosophy for the best results.


Will the Integration of Microsoft Dynamics 365 and LinkedIn Trigger a CRM War?

Will the Integration of Microsoft Dynamics 365 and LinkedIn Trigger a CRM War?

For all those who regularly use and follow CRM related updates, this news was something that was due. Microsoft purchased LinkedIn late last year and now the integration of their CRM platform with the social network was inevitable. LinkedIn is the world’s primary professional social network.

Apart from meeting new people and creating professional networks, LinkedIn is a great tool for recruiting people and generating cold leads as well. With over 500 million active users and growing every year, it is a useful platform that recruiters and people of all professions use to gain a background on business associates.

Emergence of Dynamics 365

Dynamics 365 is a Microsoft program that combines ERP and CRM and fuses it into a single cloud based platform. That means Microsoft has the power to reach 500 million professionals across the board when the bringing together of Dynamics 365 to LinkedIn happens. It goes without saying that customers who need this level of engagement and services exist and they are going to turn to Microsoft for these services.

The speculation though is on two levels. First, how will these added services on a CRM platform be better for the users in term of utility and usability and what effect will these features have on the competition. There is obviously going to be a large migration of customers toward the Dynamics 365 platform, so how are competitors going to respond?

In the now

A larger number of features and gadgetry does not also automatically mean Microsoft is going to win based on just the claims. Experts agree that there is still a long way for Microsoft to go before it becomes the biggest player in the CRM market. As of now, SalesForce commands a 20% chunk of the market share while Microsoft only had a comparatively paltry 4% when they started off in 2015. What Microsoft does have is the financial backing of one of the biggest names in the tech industry as well as other products that add to the Office ecosystem including Outlook.

In spite of this, it is yet to come close to the SalesForce product, a specialized software package that CRM users have just gotten used to. SalesForce is simpler to use and more reliable because of their expertise in this sector.

Microsoft’s Dynamics is coming out, all guns blazing not just in the way they are marketing their product right now, but also offering more services at a price point that is cheaper than the competition. Considering just these options, it becomes clear that Microsoft is looking directly at SalesForce with an intent to start a war. Their marketing materials in fact take a thinly veiled swipe at SalesForce, calling out the price difference. Microsoft claims that their services are up to $470 cheaper to use per month.

Quality comes first

While people do like to pay a smaller price, that is not the only determinant for those who use CRM services. The quality of the services and the software is paramount. It is not just that Microsoft is offering a suite of services for cheap right off the bat.

The running and operating costs at the end of the day can add up to quite a bit in the long run. LinkedIn integration will open up services that were previously possible to attain only after heavy investment in analysts, data miners, and acquisitionist. Through Dynamics 365, a lot of data will be made readily available to subscribers. So by bringing a host of services under one banner and offering prices that the competition cannot possibly afford to operate at, it is pretty much the makings of a classic price war.


What to Expect From an On-Demand Mobile App

What to Expect From an On-Demand Mobile App

On-demand apps are all the rage now. If you are unfamiliar with the term, it is simply an app that brings together customer and service provider. So any app that you use to get a service to your doorstep is an On-Demand App. Uber started it the rush by offering to bring you a cab to where you are for a price that is less than most other taxi services. There are On-Demand Apps for almost anything now, laundry to food delivery and plumbing and even massages. Getting an app up and running for a service is the way to go.


An Uber for everything

In the tech industry, this trend is often called ‘uberization’. There are more apps that are coming up as the Uber of that industry and it is growing fast. The ideas are amazing, think about a service that you would really like or want, but are unable to get from where you are. Yes, that can be made into an app.


Pick your battles

It is not impossible to grow to be an international brand, but it is unlikely that a new app is going to overtake established brands. Is Uber the best Uber out there? Absolutely not, in fact, there are people working on apps that can be a lot better, safer, and even cheaper than Uber in the same industry. They might even get famous and people start using it, but Uber was first, they cornered the market and hailing cabs through a phone has become synonymous with Uber. It’s like Google, you don’t search on Google, you simply ‘Google’ your queries.


What to do then? There are virgin markets and services that still need On-Demand Apps. Look for a niche market, then slowly expand. The app need not be customer facing. It can even be business based on-demands.


why On demand apps fail

The main reason for many On-Demand Apps not lasting as long is because they fail to find the right balance between the growth of the business and growth of customer base. Most On-Demand Apps do not have any real inventory. They employ a minuscule number of people, most of them tech developers. At best, there may be a few delivery personnel and a few vehicles and that is pretty much it.


At first, the business side will need to expand, but that will have to grow along with the technical aspects. Your app will need updates and it has to work the same way it did for ten customers when it scales up to ten thousand customers. If it doesn’t, bad reviews will pop up almost immediately. The trick is to expand fast with minimal margins. That is pretty much the Amazon philosophy- keep on growing, minimal margins and all.


Demand management

The first few months are key. There is going to be a lot of demand, people will tell their friends and it will be all poised to take over the world, but that will not last for long if you are not able to substantiate the growth with service to match. Management of demand is key, you need to be able to ride the hype and grow with it, never letting the dying of the hype kill your brand.


There are chances where a heavily moneyed company will show interest in the app and take it under new management. That is, at times a good thing, especially if you are struggling with a business aspect of the app. Many tech-strong teams look for investors to take over the business while they stick to keeping the app alive by making it light, fast, and user-friendly. That, after all, is the dream.




How Microsoft’s Acquisition of LinkedIn Could Impact Dynamics CRM

Microsoft’s acquisition of LinkedIn, last year, turned out to be one of the hottest business deals. It made a ton of shareholders very happy. But, it’s not happy shareholders that are the point of interest here. It’s the deal itself. Microsoft may have made one of its smartest moves this time. Why?

Well, LinkedIn isn’t just some run of the mill social media platform. It’s a key source of human data. Now, with the CRM sector predicted to be worth $37 billion by 2017, the acquisition makes far more sense. In fact, Microsoft has already announced that it will be marketing its CRM products integrated with the social graph from LinkedIn. The social graph will serve as a sales tool.

Since Microsoft’s Dynamics occupies about 4.3% of the CRM market share, this move is sure to send out a few shockwaves across the industry. Here’s what we could expect.

All LinkedIn Functions Could be Automated

One of LinkedIn’s major issues is that salespeople cannot record touch points or set reminders when prospecting through the platform. However, by integrating it with Dynamics, LinkedIn’s API could be opened up to make this possible. This will lead to major savings in terms of man-hours and boost lead generation.

Microsoft Dynamics Will be Powered by LinkedIn Data

Dynamics is a fantastic CRM tool, but, like most CRM tools, it has one major drawback – the inability to obtain real-time data with actionable insights. This is where LinkedIn’s entry could change everything. By integrating LinkedIn into the Dynamics system, it would become possible to download such data in real time. This would also make Dynamics the first CRM tool to possess this ability. Additionally, by making this an exclusive feature for premium members, the sign-up rate could be increased drastically.

Updates on Dynamics from Sales Navigator

Traditionally, LinkedIn users had to pay $79 every month to get timely updates on the key moves being made by their prospects. Now, all this information can be merged in with Dynamics to boost leads. Salespeople will now have the ability to grow their relationships with prospects from Dynamics and speed up the results.

Lead Scoring

Another area that Microsoft may experiment with is Lead Scoring. For instance, LinkedIn updates can be leveraged to assign the lead with scores. If this happens, the real-time data obtained could assist salespeople in deciding which prospect gets maximum priority. Other than that, they can focus on putting their maximum effort where it matters or where they are likely to get the best results.

Social Listening

Social listening is also a major area that Microsoft might just make the most of. Now, traditionally, social listening with LinkedIn was a major problem due to tight restrictions. However, Microsoft could change all that by building a tool capable of crawling through LinkedIn’s conversational ecosystem to gather data. Another possibility is that Microsoft might use LinkedIn’s social listening feature to scan lead updates, within the CRM tool, for particular keywords. This will help salespeople identify key events.

The Future of Dynamics

On the whole, we could be very well heading towards an era where Microsoft might just end up controlling the entire CRM industry. Or, Microsoft could choose to open up LinkedIn’s API for fair use. Of course, they will, most likely, do it in a manner that gives them most of the advantages. For instance, they might choose to retain all the key functionalities. Whatever happens, the point is that Microsoft has probably made one of the best decisions ever. Interesting days are ahead for businesses that rely on Dynamics for their customer management requirements.


How to Build Leads with Salesforce

How to Build Leads with Salesforce

Salesforce is a force to reckon with when it comes to inbound lead management. However, for certain businesses, especially smaller ones, the various add-ons and options can end up being a bit too much.

Fortunately, Salesforce helps businesses overcome this hassle as well by allowing them to customize their own lead building system. This helps even smaller businesses boost their revenue and conversion rates.

Here are the best ways about how to build leads with Salesforce 

In order to create an effective lead generation system, there must be a process established. This includes building consensus on who the target customer is, when the lead needs to be followed up, how the lead needs to be followed up, when to convert a lead to an account, and what a qualified lead is.

Make sure everyone comes to an agreement regarding these topics. Not everybody will have the same views, however, a common ground must be found before establishing a lead process.

Make use of Web-to-Lead forms

Even in this day and age, there are several businesses out there that still limit their engagement to a phone number or an email address on the contact page. Sadly, a good number of these businesses are also Salesforce users.

Salesforce is high-end lead management software and if you’re a smart business, you’ll know how to leverage it. For starters, start using lead forms on your contact page. This will help you generate more queries.


The function is easy to establish and the leads are directly placed into your Salesforce organization.  You don’t have to bother with data entry or worry about risking loss.

For this to happen, just go to the Web-to-Lead option in your Salesforce interface. Now, select the entry fields you think are relevant to your business. Then, generate the HTML code for it.

The next step is to get your web designer to enhance the presentability factor. Finally, test it out with a few test leads.


There are automation features in Salesforce that allow you to process and categorize leads. This is done by creating a queue for incoming leads and then creating assignment rules that provide the queue with ownership to new leads.

Assigning or claiming leads from the queue can be done manually or you could automate the assigning of certain leads to users. This will, of course, be determined on the basis of the leads received by you.

You can also use the Web-to-Lead forms to define a lead campaign or source by placing values within the hidden fields. These values will play a key role in supporting the automated actions once the leads make it to Salesforce.

Make sure you have auto-responses prepared according to the lead’s assignment status or entered values before they get sent to the leads.

Track lead sources

Create a tracking application to know more about where a lead has originated from. This is important because you need to know which method of advertising generated the best leads.

In order to track, you will need a separate application and also, a tracking code on your website. There are existing applications that can help with this. Salesforce’s own Pardot is an example.

Set up the dashboard

The next step is to make your lead trends and totals visible with the help of a Dashboard. Dashboards make it much easier for you to spot issues, visualize data, and figure out which of your demand generation strategies are producing the highest returns.

Also, the good news is that dashboards can be downloaded for free from AppExchange.

In the Enterprise Edition, dashboards can actually be refreshed and emailed to your team. You can do this daily or weekly.

Create an email program

Apart from auto responses, do implement an email program. This will help ensure that your leads continue to grow. Of course, the kind of email program you create will depend on your sales cycle and target market. So, make sure you factor those things in.

For example, audiences that need to be told why they need your product require a well-constructed email program.
Salesforce already provides options for this.


How Hospitals can Leverage CRM

How Hospitals can Leverage CRM

Hospitals and other similar healthcare entities face tough challenges today in order to establish themselves as leaders in the sector. The factors contributing to this include increased competition, outdated legacy systems, ineffective marketing strategies, reduced funding, and an unorganized customer database.

But, what makes things even harder is the fact that healthcare institutions focus too much on the business aspects of things such as lead generation and sales. This is an approach that doesn’t work anymore.

Today, organizations need to focus on the customer. In the case of healthcare institutions, this would typically include patients, doctors, and other healthcare professionals. Customers go where they are valued the most and where their needs are met.

So, it is necessary for hospitals today to do the same, which is, adopt a customer-focused approach and make the right investments that facilitate this shift.

That brings us to the topic of CRM (Customer Relationship Management) systems. Many hospitals have been adopting CRM systems and including them into their marketing efforts to help them engage with customers and boost loyalty.

According to a 2014 SHSMD (Society for Healthcare Strategy & Market Development) study, 66% of hospitals in the United States had invested in a CRM system.

Key objectives of CRM adoption

Customer data organization is the key benefit and goal of a CRM system.

With CRM systems, such data can be centralized into a single repository, while analytics can be leveraged to identify key leads that can be successfully converted through segmentation and profiling. Marketing plans can then be developed using communication and targeting tools.

Towards the end, hospitals can monitor the messages being sent and the progress being made. Problem areas can also be identified and changes implemented.

Serving patients

CRM systems can be used to store every single detail about a patient after he/she has visited the hospital. This data allows the hospital to understand the patient’s individual needs and leverage that towards creating packages and programs that offer more value.

As a result, this will improve satisfaction and increase loyalty, ultimately leading to higher sales.

Commitment to patient requirements isn’t limited to the physical boundaries of a healthcare institution. It is necessary for such institutions to offer care even the patient exits the premises, especially if the patient is affected by a chronic condition.

CRM systems help achieve this through consistent patient monitoring via routine follow-up reminders, e-mails, and phone calls. These actions communicate to the patient/customer that they are valued, which increases the prospects for word of mouth promotion.

Serving healthcare professionals

Hospitals that rely on the expertise of specialists source them from other healthcare institutions or smaller clinics. This is because a patient’s first interaction is usually with such entities. Only then are they referred to a specialist who can help them further.

With a customer management software like CRM, hospitals can include specialists into a roster. This will increase the number of referrals and increase patient satisfaction with regard to the hospital and its specialists. As a result, patient retention rates are likely to increase.

Other than that, communication between the hospital and other healthcare institutions can be managed with more efficiency. This will help establish and strengthen relationships between the concerned parties and ultimately benefit the patient.

Hospitals engage with the community in a major way and therefore it is important for them to incorporate tools that allow them to streamline their operations. Additionally, they must also ensure that such tools help them prioritize patient welfare. The objective must be to create a healthy community.

CRM systems help meet these objectives with ease, and therefore, are ideal tools.