Top CRM features to look for Data Security

Top CRM Features to look for Data Security

Customer Relationship Management (CRM) is growing to become a very critical part of the business process. This shouldn’t come as a surprise considering just how easier it is to manage customer relationships with CRM systems.

However, even the best things have drawbacks and modern CRM systems aren’t immune to certain challenges.

The information that is collected by CRM systems is stored in servers that are likely cloud-based. Plus, there’s the whole exposure to the internet.

In other words, the stored data, though protected with strong encryption and other security mechanisms, is still at risk of being accessed without authorization. In fact, if recent history is proof of anything, it’s that the data in your CRM system can either get lost or simply get stolen.

Fortunately, technology never sleeps and several solutions have been introduced to make CRM systems far more secure than usual. For instance, in a data breach scenario, CRM systems now have the ability to activate stringent security measures across the entire platform.

here are the Top CRM features to look for data security.



Device Regulation in Offline Mode

Mobile CRM is extremely popular due to the fact that it allows us to access data on the go. However, it is this very feature that also puts mobile CRM data on the high-risk list. For instance, the offline mode can be effectively leveraged by cybercriminals to access sensitive data.

Fortunately, we now have security mechanisms that prevent the data from being made accessible in the offline mode. This is executed with the help of strong firewall support and remote security programs that strike a fine balance between productivity and security.

Customized Dara Access

CRM Customization is another strong feature found in today’s CRM system. Whether its mobile solutions, automation, or need-specific solutions, modern CRM systems can give you exactly what you need. The same applies to data access.

It is now possible to determine who has access to and control over the data, which can be very beneficial in terms of security. Plus, the controls can be applied across designations and platforms.

Browser App Based CRM

Cloud-based CRM systems store data on servers that are connected to the internet and can be accessed by a range of devices. But, where browser app-based CRM capabilities stand out is that they offer a secure environment within which browser-oriented processes can be carried out.

Additionally, such systems also offer more efficiency, better integration, and easier navigation, all while preventing breaches that are common with external browsers.

Controlled Data Sharing

Customization in some CRM systems isn’t just limited to access. There are systems that also customize aspects such as sharing and copying. What that basically means is that you can access the data for all sorts of vital functions and purposes while still preventing it from being shared or copied.

The utilitarian value of the system and the data is still available, but with sharing and copying customization, you can determine who gets to possess the data and who doesn’t.

With the ever-growing threat of data theft and loss, there is a dire need for more innovation in data security, especially with CRM systems becoming a core part of the business function. Fortunately, the industry is responding appropriately, combining the best of modern technology with innovation.

CRM systems are the future. They are extremely agile and more than capable of meeting the demands of the modern business landscape. So, needless to say, exceptional solutions in favor of security and control are much needed.

Businesses must pay heed to such requirements and choose CRM systems that offer a combination of the above-mentioned security features.


If you are planning to implement a Customer Relationship Management (CRM) software within your organization and looking for a CRM implementation partner then Get in touch with Cynoteck. We are a leading expert in providing High-quality CRM implementation & Customization services.



Top 10 Benefits of using Microsoft Dynamics 365

Top 10 Benefits of Using Microsoft Dynamics 365

No matter in what kind of business you are, customers are the most important assets and managing those customer relationships is the foundation for growing a business. Dynamics 365 is the only cloud-based solution that offers all that is needed for CRM and ERP, in one place. It is the only process that unifies the theme in all the CRM apps, which helps in implementing a more streamlined sales process, integrating marketing, field services, self-serve customer experience, PSA, dashboards, and reports.

Dynamics 365 can be integrated with the tools that businesses already use like Excel and Outlook, and it brings the power of digital intelligence to every business decision. Let’s have a look at the top 10 benefits of using Microsoft Dynamics 365.


Below are listed Top 10 Benefits of using Dynamics 365

Connected Operations –

­­Dynamics 365 removes all the traditional barriers and unites the front office and back office with a single end-to-end system for managing every aspect of the business. Leveraging integrated functionality, it enables organizations to connect their entire business.

Actionable Insights –

In this hyper-competitive market, having a complete, real-time visibility into all the areas of the business can create a difference between success and failure.It is not enough to simply collect data; it needs to be turned into an actionable insight. Dynamics 365 provides inbuilt business intelligence and analytics embedded in the business process.

Sales and Marketing processes improved –

Dynamics 365 helps sales and marketing teams identify sales opportunities to drive increased revenue. Using the data collected and combining it with power BI and analysis, the solution enables organizations to create targeted promotional campaigns that are timely and highly relevant to the consumer.

Enhanced Customer Services –

With Dynamics 365, the customer service team can improve case management with the 360-degree view of their customers. The user interface is process driven that streamlines the case management, helping the service representatives to deliver constant and effective customer care.


Top 10 Benefits of Using Microsoft Dynamics 365

Works on Subscription Model –

A monthly operational cost and subscription model is far more flexible than capital costs. Also, Dynamics 365 eliminates the need to manage the data center and server, and this leads to significant savings.


A monthly subscription is needed for Dynamics 365 to operate comes with a scheduled monthly subscription; this gives you the option to scale up and down the changes according to the requirement.

Simplifies Complex Data

Dynamics 365 modifies the way businesses manage customer data and daily situations. This helps dissolve barriers between critical business platforms and make your data start working together. The core of this concept of Microsoft Common Data Model is to share the business database. It is the glue that connects all data and processes together, so you can say goodbye to silos of information.

Increased ROI –

With the combination of CRM, Office, ERP, and additional apps, Dynamics 365 gives insights to employees to make the best decisions and also provides tools they need to work on. It provides data model which is People-Centric making employees’ daily work easier and enhances their productivity.


Dynamics 365 gives access to Built-In Predictive Analytics and Real-Time Insights. Cortana Intelligence, Power BI, and Azure Machine Learning are all natively embedded; this gives access to predictive insights, prescriptive advice, and actionable subsequent steps.


Dynamics 365 provides a cloud-based solution with features like

  • Access controls for apps and data that are built into the cloud services
  • Robust security
  • Network connectivity
  • Physical datacentre
  • Service hosting platform, and user and administrator access

As a whole, Dynamics 365 provides the seamless potential to streamline product line and allow increasing agility for companies while reducing costs.


Need A Good Team to Handle CRM? Here’s What to Do

Need A Good Team to Handle CRM? Here’s What to Do

Among the many fields of employment that seem to be expanding, CRM or Customer Relationship Management is one. CRM is an important function in today’s business environment and needless to say, organizations need the right people to work it.

However, the problem is that it’s quite a niche field and you need people with multiple skills to make things work. You need people who can manage projects, possess marketing automation skills, and serve as business analysts etc.

Well, here are some of the tricks you can try out if you need a good team to handle CRM.

Start Hunting at Universities

Where do we all go when looking for talent? Well, we go to universities. After all, this is where most of us do our initial bit of hiring and universities often meet our expectations. So, start by getting in touch with universities around you and far away. Create interest via internships and corporate sponsorships. Target students that are coming up in areas related to your CRM requirements.

This is an excellent strategy that can allow you to establish trust among the up and coming workforce. The investment is low and you’re targeting a more concentrated talent pool.

Offer Training Using Experts from the Inside

You’re likely to have a few people that are already experienced in the CRM area. They’re likely to have all the necessary skills and all the knowledge So, leverage them. Use them to train the new hires. You can design mentorship programs of sorts that can be used to execute this strategy.

Another advantage is that your “trainers” can also learn and provide insights on what to look for when hiring CRM talent in the future.


Launch Competitive Events

Remember reading articles about how companies hire coders and programmers via Hackathons and what not?

You can use the same idea for CRM. This is a useful idea because resumes and interviews can only tell you so much about a prospective hire. Competitive events, on the other hand, actually show you what a particular candidate is capable of.

Also, the people who take part in your competition are likely to be driven, enthusiastic, ambitious, and confident of their abilities. So, you’re basically attracting the best of the best.

Plus, competitors and prospective partners are likely to show up as well.

Go the Recruitment Agency Way

Recruitment agencies are, all said and done, an effective way to hire professionals. There’s a reason why recruitment agencies still exist. If your business is too busy with the other priorities and objectives, a recruitment agency can take over the burden of finding new talent.


Recruitment agencies have professional recruiters who are likely to understand your requirements better. Plus, with recruitment being their primary objective, they’re going to leverage the time, effort, and money to find you the right person.


Recruitment agencies also go beyond just the resume to determine if a candidate can fit into your organizations with regard to other aspects such as work culture and image etc.

Upgrade Skills

If you already have a team that’s doing a good job, don’t let them stagnate. Get them to upgrade their skills through special training programs. CRM is technological filed that’s bound to keep changing. So, a constant upgrade in skills is necessary.


So, as you can see, there are more than just a couple of ways in which you can find the right people to handle CRM. The right personnel is very necessary to ensure that CRM continues to offer the benefits that it’s supposed to.



Salesforce Distributed Marketing: What Is It

Salesforce Distributed Marketing

So, you’ve been following the latest CRM news, you’re likely to have heard about Salesforce’s newest feature. It’s called Salesforce Distributed Marketing and its purpose is to help marketers sprinkle a little bit of personalization into their corporate marketing campaigns.


More interestingly, the feature isn’t just limited to the primary business. Even franchise, local and partner marketers can leverage the tool to make these marketing campaigns more relevant to local audiences.

How It Works

The corporate marketer sets up an automation in the Journey Builder (Salesforce Marketing Cloud). The pathway is anonymous, generic and purposed for a general, large-scale audience. Now, with the Distributed Marketing feature, everybody from local marketers to franchise marketers can join in via a Salesforce Service Cloud or Sales Cloud and add their own dose of context and personalization.

For example, let’s say you’re a dealership that sends out a series of emails to your customers. Now, not too long ago, these emails would likely have been drafted in a general format so that they remained relevant to every single customer.

Salesforce Distributed marketing


However, with Distributed Marketing, a local partner can log into Salesforce and identify customers in the list that they’re currently targeting or working with. Once these customers are identified, they can modify the campaign to make it more personal and relevant. For instance, the local marketer might be aware of certain details that may not be available to the corporate marketer. These details can now be added at the bottom of the funnel.


The fact that customers prefer personalized and relevant experiences isn’t exactly a mystery anymore. They want to email and other marketing collateral to carry their names and connect with them.

Now, personalization has always been a great challenge for businesses with large partner networks. Corporate usually handles most of the campaigns, but there are connections being built beyond the corporate realm that can get ignored, and they often do.


There are sales and marketing teams on the ground developing unique relationships with their customers in a more personal manner. Unfortunately, they lose out by not having access to corporate branding material and other such resources. In the end, the message being sent out fails to be consistent.

Encouraging Compliance

Distributed Marketing is also being seen as a tool that could help corporations promote better compliance across the partner network. By developing the primary campaign and sending it out to their partners, corporations will be able to establish more control over what is being communicated.

Though partners have the ability to personalize the messages, the general framework that determines how the company communicates with its customers does not change.


Other than that, the new feature also enables partners on the ground to get a good view of how large enterprises benefit by using CRM, marketing automation, and other such technological tools. They can learn how interactions between each customer and the business take place.

Similarly, the enterprise can identify how their campaigns are working. For example, a supermarket chain can take a look at engagement analytics to learn that its digital advertising campaign was far more effective than its email campaign in promoting seasonal offers.


The bottom line here is that Salesforce’s Distributor Marketing tool will prove to be very beneficial in boosting customer engagement.Currently, the tool is available in the Sales/Community/Service Cloud as Salesforce Lightning components. However, it’s a limited pilot version.

The full version will likely come out in February, next year. This will be the same time we’ll be made aware of the pricing as well.Distributed Marketing will form a core component of the Salesforce CRM, joining the ranks of tools such as Einstein Account-Based Marketing (ABM) and Salesforce Lead Analytics for Facebook.


Why Consider Telephony Integration with Your CRM

Why Consider Telephony Integration with Your CRM

The telephone came into existence in 1876, all thanks to a man called Alexander Graham Bell. Bell’s device singlehandedly changed the way humans communicate and it’s still doing it. Now, we could argue that the phone isn’t an exclusive invention and that most of the early inventions still play a key role in the current era.


Of course, they’ve all evolved in their own specific ways, but most of them stay true to their roots. The automobile, for instance, was invented in the same time-period as the phone and has come a long way since then. But, it’s primary function is the same – transport person X from point A to Point B.


The phone, however, evolved to become a revolutionary device all-over again. Today’s phone, also known as a mobile phone, is more than just a tool to call people. It’s a camera, it’s a music player, it’s a mini TV and a whole lot of other things.


So, to think that it has no role to play in today’s digital landscape is foolish. Despite advancements such as the cloud impacting communications technology, the phone still plays a relevant role and will likely continue to do so. In fact, it’s the technological equivalent of a cell’s nucleus. Every other major technological development that you see is linked directly or peripherally to the mobile phone.


In fact, that’s exactly what we are here to discuss – the benefits of telephony integration with your CRM system. Modern CRM tools are extremely powerful and integrating telephony can open up doors to a range of benefits.

Here are the top reasons behind why consider telephony integration with your CRM.

Time Savings

Features such as click-to-dial can save precious hours for your business, which is the same as saving money. We all know how chaotic business environments can get and the last thing you need during these times is having to manually dial-in numbers.


This results in an efficiency drop and an increase in customer frustration. After all, nobody likes to wait in a queue. With integrated telephone, your sales and marketing teams can get in touch with a customer by simply clicking a button on the CRM dashboard.


As we mentioned in the previous paragraph, the last thing customers want to be told is that they’re being made to wait. This can be infuriating when the customer has already been waiting for long. However, with CRM and telephony integration, it becomes possible to determine the nature of the call based on data from previous interactions that have been logged into your CRM’s database.


Once the nature of the call is predicted, the CRM system can be programmed to direct the call to the right department or professional, thereby cutting down on waiting time and increasing accuracy of response.


Personalized Communication Approach

Salesforce, in one of its studies, found that 52% of customers were likely to change their brand if they felt that they weren’t receiving personalized communications. Customers tend to prefer brands that are willing to go the extra mile for them.


Telephony integration can help with this by providing sales and marketing personnel important data about the client, which have been collected through interactions in the past.

Dispute Resolution

Disputes are often raised by customers. There’s very little you can do to change that. However, you can boost your reputation by offering appropriate solutions. Telephony integration with CRM can make this possible by the creation of call records.


The records can be accessed at any time and provide teams with insights on how a certain issue was dealt with in the past. Apart from that, the call recording can also improve the speed and efficiency aspects of dispute resolution.


Lastly, it can also aid in training future customer service teams.


Are you ready for Telephony Integration with your CRM to increase the quality of customer services  & streamline your business process? We are excited to help you!


4 Ways to Make Your Sales Team Love Your CRM

4 Ways to Make Your Sales Team Love Your CRM

In some of our earlier blogs, we discussed topics related to developing CRM implementation strategies and even learned how to actually execute those strategies. However, the thing about implementing any technological system or solution is that it can create more complications.

Generally, it is believed that the route from a problem to a solution is a smooth one. But, that’s rarely the case when you’re talking about technological solutions. Technological solutions can often be complex and the features that are supposed to help can actually end up being a distraction.

Needless to say, your workforce isn’t going to be too happy about the change.

Now, we’re sure that some of you out there are having the same problem with your CRM solutions. You’ve done everything and followed every rule in the book, but, for some reason (or for several reasons), your teams aren’t falling in love with the solution.

Well, we’ve got a few tips that might just help you overcome this odd challenge.


4 ways to make your sales team love your CRM

Eliminate Friction

A major issue that occurs with the implementation of new solutions is that familiar processes are unnecessarily eliminated. Now, some of these processes are likely to have been quite effective and your employees were probably aware of that fact.

So, don’t try to push newer processes without actually determining whether or not the older process was effective and efficient.

Always focus on what increases your average worker’s productivity. It’s okay to let go of a few key features if your employees are able to perform just as effectively with the older ones. In fact, by doing so, you’re actually cutting down on training time and making it easier for your business teams to get onboard.

Get Teams Involved

It’s obvious that some teams are going to be using the CRM solution more than others. So, having them involved in the decision making and implementation process is necessary. These teams can help you determine what it is exactly they need.

They are also likely to have a better idea of what really works and what doesn’t and whether something is easy to learn or not.

The idea is to boost overall efficiency and increase productivity while also driving up the bottom-line. Unnecessary changes in the workflow can end up doing the exact opposite, thereby rendering the new CRM system ineffective. This can be avoided by having the right teams guide you and provide perspective.

Eliminate Complexity

It’s not hard to realize that the more complex a system is, the more your teams will spend time trying to figure it out. On the other hand, the simpler the features are, the easier it becomes for teams to figure out what is right and what is wrong.

Simple CRM systems can allow departments to communicate with each other with ease and in a more direct fashion. Easy to use CRM systems can position themselves as liaisons between various teams and boost collaboration and cooperation.

Promote the Benefits

Lastly, make sure you’ve spoken about the benefits enough. With the implementation of any new system comes the need to answer all the “why?” questions. Humans love familiarity and tend to fool themselves into a false sense of security when they’re constantly exposed to what’s familiar.

Now, remove the familiar element and most of us would panic. This is possibly one of the many reasons why your new system is failing to garner a positive reaction. To counter this, you must constantly and consistently talk about the benefits the new system can provide especially in terms of increasing productivity and “reducing the workload”.

If you can show your employees what can really come out at the end, you can definitely sway them in favor of the new system.


CRM trends for 2018 every organisation needs to know

CRM Trends for 2018

With the market becoming ever competitive every sales team is looking for ways to bring in new customers.  Every forward-looking organization at least uses a CRM to manage their customers and customer interactions.

With the CRM war between top products like Salesforce and Microsoft Dynamics CRM newer technology find its way into top CRM’s sooner than later. Sales and Marketing Managers need to be aware of these developments to best utilize the product they use and be ahead of the competition.

We try to highlight few trends every organization needs to consider in their sales and marketing strategies for the coming year.


      1. Cloud-based  Forbes: By 2018, 62% Of CRM Will Be Cloud-Based, And The Cloud Computing Market Will Reach $127.5B 
        Most of the popular CRM are cloud-based or moving towards the cloud. Salesforce is 100% cloud and Microsoft Dynamics CRM has seen a greater traction in its cloud business be it Azure, Office365 or Microsoft Dynamics. In fact with the launch of Dynamics365 Microsoft has tried to move its other popular on-premises products like Dynamics NAV to the cloud.With numerous advantages like ease of use, ease of access, ease of management and affordable cost more and more companies will move towards a cloud-based CRM.
      2. Artificial Intelligence –

        Marc Benioff

        Salesforce Einstein is Artificial Intelligence for Everyone. Coming @Dreamforce.

        Artificial intelligence already found its way into major CRMs like Einstein for Salesforce. AI will continue to add more value to CRM systems helping with individual productivity and making informed decisions. Companies are bullish about the kind of business such information will bring on the table. Machine learning would be able to optimize human-machine interactions. AI will further help sales teams by analyzing patterns to qualify leads. In 2018 CRM majors like Microsoft, Salesforce, SAP and Oracle would invest heavily on AI to keep ahead of each other.

      3.  Customer insights through IOT integration –

        Your customer might not revile everything in his chats or calls with your customer care. He may present himself differently on social networks but his IOT data from wearable devices, smart homes, smart cars etc would always present a true picture. IOT and CRM   will drive your customer service to the future.As per Gartner Internet of Things Joins the Nexus of Forces as the Fifth Driver of CRM 

      4. Social CRM – With almost every internet user connected to social media sites like facebook, twitter etc  Social CRM market is expected to grow from $1.91 billion in 2013 to $9.08 billion in 2018.  Companies have started to understand the use of Social media to build its brand value and serve customers. Customer decisions are becoming more and more dependent on Social interactions. Companies have started using Bots to serve their customers on popular social media channels. 2018 will see more focus toward social CRM with more and more companies embracing it. Major CRM products already have a lot of features to make them social and the coming year will see more social features added to them.

These are just a few trends expected to go big in the CRM space. With technology advancing more rapidly than before and integration of various technologies and systems we see most of the latest technologies finding its way into CRMs. Those of us who would adopt these technologies would be ahead of the crowd and become market leaders.

Wish all readers a very Happy and Successful New Year 2018



Big Data And How Salesforce Einstein Can Help You

Big Data And How Salesforce Einstein Can Help You

You’ve probably heard it a thousand times, but we’re going to remind you again – big data is a big deal. We live in a world where data has expanded to a point where we can’t even give you a numerical estimation of just how massive it really is.


Even if we tried, there would be no point. However, here we go – according to IBM estimates, we generate about 2.5 quintillion bytes of data every day. What’s even more interesting is that 90% of all the data that has been generated so far has been done so in the last two years alone.


What that means is, data has grown exponentially and it’s going to play a greater role has time progresses. For instance, we are already entering the IoT(Internet of Thing) era and the amount of data from such devices is going to occupy a significant amount of space. In other words, the data we handle today is nothing compared to what we’re going to be seeing in the near future.


So, the need to engage with data in a more meaningful way is growing and becoming more important day by day. However, there are challenges and opportunities here. But, once we have a good idea of how all this data can be used, we can, with far more accuracy, determine trends and identify key insights that allow us to conquer the market.


We Need Better Analytics Tools; More Than Ever

Based on what we just discussed, it’s fairly obvious that there is no way to gain valuable insights unless we can develop a system to capture these extremely large amounts of data and analyze them. Needless to say, what we need are stellar analytics tools that boast this capability.


Tools like this allow businesses to make educated and informed decisions. Something that can help us benefit from the best of human intelligence as well as artificial intelligence. But, where can we find such a powerful tool?


Well, the good news is that we already do have such a solution amongst us – it’s called Salesforce Einstein.


Salesforce Einstein is an AI program that can acquire and analyze data – huge amounts of it. In other words, it’s prepared for the data deluge that we’re going to encounter tomorrow.


Einstein sources data from the Salesforce CRM and also, IoT devices. It then breaks the data down to provide useful information that businesses can leverage in terms of coming up with a viable and effective course of action. This information, used in the proper manner, can help a business improve everything from marketing to customer service.


Einstein allows businesses to engage in all forms of selling while improving targeting capabilities at the same time. Businesses can achieve a level of pro-activeness never seen before. But, it doesn’t end there. Einstein also enables businesses to anticipate issues and solve them before they snowball out of control.


To put it simply, it’s the best thing for your business today and tomorrow.


What Makes Einstein Special?

Einstein isn’t your average AI. It has been specifically developed to aid humans, in that, it allows business teams to achieve more productivity by feeding them with key insights, automating basic tasks, and even predicting outcomes.


Einstein moves away from the typical human-like thinking and instead, provides additional intelligence that supports the human workforce and strengthens Customer Relationship Management.


For example, it’s predictions or insights don’t come without preparation. Human teams will be informed of why a prediction has been made or how an insight has been gained. Einstein learns well and leverages feedback to do this. So, ultimately, it’s a user who has the power to make the most of Einstein.


To put it simply, Einstein does all the heavy lifting in a smooth and efficient manner, while providing human teams with key information that can change the way they execute strategies or carry out plans.

If you are looking for any help regarding Salesforce Einstein or Salesforce CRM than Get in touch with us. We would be happy to provide you high-quality Salesforce consulting services.



Data Sources That Need to Be Connected to Your CRM Solution

Data Sources That Need to Be Connected to Your CRM Solution

We have already entered an era where personalized business dominates the market. Just ask the majority of marketers out there and you’ll know how true our opening statement is. There is no doubt that a personalized approach is what helps boost your customer retention rates.

In fact, you already have a plethora of tools that aid the personalized approach; tools that allow for direct interactions based on specific conversations. But, in order for this relationship-based approach to work, you still need a verifiable database that can provide you with useful data on each customer.

More importantly, these data sources need to be linked to your CRM solution. Here are a few data sources that need to be connected to your CRM solution

Previous Purchases

Purchases of the past are an excellent source of data. The data here helps you determine what the customer’s exact tastes and preferences are. Needless to say, all this can prove to be very useful in designing personalized campaigns.

Also, you can use the data to strengthen your customer service. When the customer calls, the data obtained from past purchases can provide your customer services team with a rough idea of who the customer is and what he/she wants.


When you’ve invested money into marketing, it’s only logical that you track where your new customers are coming in from.

Referral sources can range from organic searches and social media posts/advertising to even mutual friends. However, getting accurate information can turn out to be quite challenging. Sometimes, customers just won’t bother to respond.

So, create a system that allows you to track how purchases are made. For instance, you can create coupon codes for each channel. This will motivate the customer to make a purchase while also helping you collect information

The Phone

The phone call is still quite relevant today and a lot of customers still use it to get in touch with businesses. If you’ve got a phone line that’s frequently utilized by customers, you need to start logging the calls. The same applies to calls that go out as well. For instance, calls made by your sales teams to customers.

There are several CRM tools that can help you with call logging. The information gained through phone call interactions can be quite significant. Sometimes, a single call interaction can tell you how likely a lead is to convert.

Logging also allows you to track a customer’s call history, which can prove useful when the customer calls again.

Web Analytics

Web analytics is a major influencer in marketing strategy development and will likely continue to be so, thanks to the many advancements being made in the area. Today, it is possible to even track scrolls and mouse movements.

Apart from boosting your website’s effectiveness, web analytics is also a very reliable source of data. So, make sure your CMS has the ability to extract this kind of data. It can be very useful in developing personalized email campaigns and other interactions.

Data from Experiential Marketing

Marketing today is also about engaging the customer in live and memorable experiences. Customers love such interactions and as long as that love exists, experiential marketing will continue to grow. Also, the experiential marketing that businesses indulge in today is focused on data-acquisition. For example, assessing customer behavior at marketing events.

Of course, collecting data in this context has been challenging, but, that won’t be the case for too long. We already have Experience Relationship Management (ERM) solutions that allow for the better collection of experiential marketing data, which can be fed to CRM systems to produce better insights.

CRM plays an important role in your business growth. It’s very important to fill it with a verifiable database that can provide you useful information of each customer and for it, you should connect the above-mentioned Data sources to your CRM solution.

If you are facing any difficulty in managing your CRM than connect with us. We would be happy to provide you the best CRM customization and integration services.


Courting the Customer of Today

Courting the Customer of Today

With big data and social media becoming a big deal, developing and maintaining customer relationships is growing to be more complex.

Back in the day, all you had to do was ask. It was simple and if they said a yes or ok, you took it to the next step. Today, you do not have the opportunity to gauge the customer’s interest or determine what their expectations are.

Instead, you try to monitor their online behavior, collect data, analyze it, gain insights, and then apply all those strategies you developed using those insights, hoping that your efforts pay off. Like we said, it’s complex.

A Little History

In the early 80s and 90s, CRM or Customer Relationship Management primarily rested on sales and marketing teams seeing them as individual investments with good returns, mutually beneficial partnerships, or the results of linear mathematical formulas that established the balance between customer acquisition and customer retention.

However, we’ve come a long way from that. Today, businesses leverage big data, algorithms, and various CRM software packages. But, that hasn’t stopped age-old practices and ideas from creeping in every now and then.

This is the reason why businesses have a hard time figuring out their customers completely.

The problem with the strategies of the past is that they aren’t set in stone. For instance, mutually beneficial partnerships can always turn sour and investments can always fail. The mathematical approach might feel like a solid approach, but does it really work in a landscape where the social impact of a business is just as important as its turnover.

Also, we are approaching an era where short-term relationships seem to make more sense. The reduced lifecycle of a product or service allows businesses to enjoy continued customer turnover and profit. The app and software markets are excellent examples of this.

Taking all of this into consideration, there are a few key areas that businesses must factor in when assessing their CRM approach.

Developing a Broader Perspective of the Social Network

Most businesses assume that social media is more than enough to manage customer relationships. This falsehood has been fueled by the proliferation of mobile apps and the growing significance of digital marketing.

However, rarely do businesses fully utilize what social media can offer. Plus, social media isn’t always reliable when it comes to social relationships. For instance, influencer marketing works great for certain products. But, customers aren’t fools to make decisions based on information provided by someone who possibly knows nothing about the product they’re promoting.

Businesses need to move away from this approach and move towards realizing that the most important customers associate with each other in a range of ways. Targeting these clusters would be far more beneficial than using the typical social media approach.

Influencer Marketing Needs to be a Well-Thought Out Decision.

The influencer approach, for instance, is a risky approach. All it takes is one tiny bit of criticism against your product or brand for your investments to go down the drain.

Data Can Be Deadly

Then, there’s the whole issue of data. Data is as beneficial as it is dangerous. There are ethical and moral aspects to consider when it comes to the collection and ownership of data. For example, you always run the risk of having data stolen by hackers.

The point here is that CRM must be leveraged in such a way as to boost profits. However, most companies do not realize and insist on sticking to outdated methods. The current business climate is all about adaptation and businesses need to adopt newer and more effective strategies as and when they arrive.

This requires marketing teams to be opportunistic, watchful, and flexible. The old way of adhering to established methods based on budgets and projections needs to be shown the door. Customer relationships of the future will be built on real-time data. Marketers will have to learn to leverage this data in several different ways to push up the bottom line.