CRM UK - the official blog of the CRM specialists at TSG

Easy-Start CRM solutions - choice of server systems now available

Concentrix Easy-Start CRM Packages offer on-premise CRM solutions with unprecedented speed and quality of implementation, with minimal disruption to the smooth running of your business. They provide the ideal way to bring the benefits of CRM into your business - at an affordable price.

The following  Easy-Start CRM Packages are available:

• Easy-Start Package for Microsoft Dynamics CRM,
• Easy-Start Package for Sage CRM and
• Easy-Start Package for GoldMine Premium Edition.

Whichever one you choose, however, you'll need a server system to run it. This enables other computers (and their users) to access the CRM software.

Concentrix has made choosing the right server system easy. Our experts have put together two high-quality options:

» Easy-Start CRM Server System  Standard (option 1)

» Easy-Start CRM Server System Plus (option 2).

Both options include a tower server, memory, drives and server software. Concentrix has tailored the specifications of both options to the requirements of our Easy-Start CRM Packages.

Both the Easy-Start CRM Server Systems use one of the most popular tower servers in the world (the HP ML350). We've included extra hardware to ensure the functional specifications are ideally suited to the needs of Microsoft Dynamics CRM, Sage CRM, and GoldMine Premium Edition.

Both systems have high levels of reliability and performance. And if things do go wrong, they include a three-year, next business-day, on-site warranty. What's more, they are also highly environmentally friendly when compared to many other servers, and both are easily expandable should your needs change in the future.

Each option includes Windows Small Business Server Premium with 5 licences. As well as enabling the server to run your CRM software, Windows Small Business Server Premium gives you access to programmes such as Microsoft Exchange, SQL Server and other powerful tools.

Both the Easy-Start CRM Server System Standard (option 1) and Easy-Start CRM Server System Plus (option 2) will adequately  support either Microsoft Dynamics CRM, Sage CRM or GoldMine Premium Edition. This is based on 5 users and a typical amount of customer data, with room for increased numbers of users and quantity of data in the future.

The Easy-Start CRM Server System Plus (option 2) however, offers a more robust system with higher speeds of data access and data transfer and significantly better overall performance.  In addition, it uses the latest SAS technology, increasing the likely life-span of the system. 

Choosing either Easy-Start CRM Server System Standard or Easy-Start CRM Server System Plus does not change the implementation time of our Easy-Start CRM Packages: Concentrix will still have your CRM system up and running in a week. Plus, each Easy-Start CRM Server System includes a three-year warranty.

Easy-Start CRM Server System Plus (option 2) uses the very latest SAS technology to provide a 'future proof' CRM server system with outstanding performance. The high-speed data access and data transfer make this the ideal choice of server to support any of the Concentrix Easy-Start CRM Packages. Not only will the higher speeds help users work more efficiently; the functionality, powerful memory and massive storage space make this the sensible option for companies likely to grow, increase their user base or have consistently high usage.

Concentrix strongly recommend the use of suitable storage media to back up your CRM system.

Concentrix will supply and configure a Tape Drive (HP Ultrium 448) with your Easy-Start CRM Server System if required. This is an  affordable tape back-up system ideal for protecting CRM system data on either Easy-Start CRM Server System. We supply this tape drive with 10 media.

For more information about Concentrix Easy Start CRM Packages, Easy-Start CRM servers, Microsoft Dynamics CRM, Sage CRM or GoldMine Premium Edition, please contact us.

Microsoft Dynamics CRM Half-Price Licences offer.

Concentrix is passing on a special offer from Microsoft aimed at small businesses in the UK.

If you are a UK businesses with less than 75 employees, and you buy between 5 and 25 Microsoft Dynamics CRM licences, you can have them for half-price. It’s as simple as that. As part of the offer you’re also entitled to a single Microsoft Dynamics NAV user licence.

This offer is open to UK customers only and ends on 15^th June 2008. Terms and conditions apply. For more information, please see the offer details on our website or contact Concentrix direct.

Sage CRM Screenshots

Following some recent requests, we’ve put some Sage CRM screenshots on the Concentrix website. There are six screenshots from various areas of the software, but if you would like to see a specific screen or example from a particular function of Sage CRM please get in touch. The screenshots are of the latest version (Sage CRM 6.2), which in this case was populated with demo data to make the sample screens realistic.

For a comprehensive introduction to the software, there’s also an online tour of Sage CRM on Sage’s website. The online tour is a demo film which shows gives an overview of the product, including the main features of Sage CRM, more screenshots, animations, and benefits of using the software.

For those not familiar with the product, Sage CRM is a leading Customer Relationship Management System which helps businesses improve the efficiency and effectiveness of a wide range of business processes. As an accredited Sage Business Partner, Concentrix has successfully implemented Sage CRM to deliver significant and measurable benefits to companies throughout the UK.

Get CRM Right - Why CRM system implementations sometimes fail in a Sales environment.

Customer Relationship Management (CRM) systems should (note the word ‘should’) improve productivity throughout the sales cycle.

From choosing the right prospects, lead handling and appointment setting to producing quotes, converting them to orders and forecasting future sales, they should streamline the whole sales process. They should be at the heart of the majority of successful sales departments, and, once implemented, they should leave sales staff wondering how they ever coped without one.

In fact, if you believe some of the hype of the past few years, they should do almost anything a salesperson wants them to bar buying them a drink after work.

It’s that word ‘should’ that’s the problem. According to research from Gartner, as many as 60% of all CRM implementations fail. So given that CRM software can help in many aspects of a salespersons’ role, why do they go wrong?

Editorial Note: This article was originally written by Concentrix and published in the Guest Comment/Expert Opinion section on the website Modern Selling - hence the focus on a Sales Environment. 

Lack of buy-in

If CRM systems fail in a sales environment, you’ll usually find a lack of user buy-in. Yes, things can go wrong technically, but technical issues can nearly always be overcome with the right software skills or changes to hardware. But if sales staff don’t see clear advantages, they find the system difficult to use, it’s not right for them or doesn’t seem to make their job any easier, it's a good bet the project will fail. 

Reasons for lack of buy-in often start before anyone in the sales department, or even IT (information technology), has thought about CRM. Say for example, an operations department wanted a new planning system. Then someone noticed it’s got a CRM add-on: ‘Great, lets get that for sales and marketing.’

Clearly, without taking an in-depth look at the sales processes, the company could well end up shoe-horning in a CRM add-on that does not meet the requirements of their business. If it doesn’t do what sales staff want it to do and doesn’t actively demonstrate any benefits, it will naturally meet with resistance. 

Responsibility

But what if you’ve spent time choosing a CRM system that you know should be right for your company? It’s suited to your business needs and sales processes, you know it can do what you want it to do and you’ve seen it work in other companies. And because it’s software, it should be the IT department’s responsibility: ask them set it up on your PC’s and off we go. Job done.

Or not. It isn't the Department's responsibility.

You’ll certainly need IT’s help, but sales teams need to own their bit of the CRM system, and co-own the rest of it. And this means allocating time and resources from the beginning. Keep sales staff informed and listen to their feedback. Nearly every CRM system will need a degree of configuration to suit particular businesses needs.

Serious amendment

Leaving CRM software implementation to the IT department doesn’t mean the project will fail, but could result in a system that needs a serious amount of amendments after the go-live date. This can immediately de-value the system in the eyes of sales staff, and there goes another chunk of user buy-in. 

Snooping

And whose idea was it to implement a CRM system in the first place? If the initiative has come from the top down, there may be fears of it just being a device for management to keep an eye on what staff are up to. Management (or any other staff member if the system’s configured that way) can look at who’s done what, when they did it, what’s in their diary and what they haven’t done.

Overload

Then there’s task allocation. Other people can set you tasks, schedule your calls, put you in meetings and see what you’ve got planned. The system may even allocate some tasks automatically. This can generate a perception of time management being taken out of the hands of the individual, and fear of work overload.

These are natural concerns. They can all lead, directly or indirectly, to resistance to CRM system implementation. However, once the system’s up and running, these fears usually vanish pretty quickly. Everyone’s in the same boat.

Errors in processes that could lead to individuals being overloaded will usually be identified during the business process analysis stage, and improving business processes is part of the benefits a new CRM system brings. Plus the various tools available in modern CRM software often result in a marked improvement in many staff members time management.

Data entry

So what about other changes, like a perceived increase in data entry? Some CRM systems may need sales staff to type in information they didn’t enter before. And yes, this can seem a hassle to some staff.

However, it’s important to capture this data and keep it in one place. Access to accurate, comprehensive information and elimination of duplicate data entry are two of the most visible benefits to show early on in a CRM project. Data has to be entered somewhere.

All the information that was previously kept on pieces of paper, on spreadsheets, on individual laptops and so on, is now in one place, and entered only once. Old habits can be difficult to break but quick and easy data retrieval from a single source is a big win for everyone in the sales department. At the same time, CRM software is improving and steadily making data-entry tasks much easier.

Involve sales staff early

From a business process point of view as well as a user buy-in perspective, it pays to involve sales staff early on in the project. However, they also need time to give their input.

Implementing a new system is not part of the day job, and the day job doesn’t go away: a point which surprisingly often gets overlooked. It will need staff time allocated and covered, even if it’s the odd hour here and there before the system’s launched. You’ll also need to give them time to adjust to new ways of working.

The right supplier

Few companies implement a new CRM system without working closely with a software reseller. However, CRM implementations are far more likely to fail if you choose the wrong one. Ideally choose a software reseller that specialises in CRM, or at least one that can provide references from successful CRM projects.

Preferably they’ll offer a selection of different systems so you can choose the most suitable product for your business.  If not they may try to impose a particular software package because that’s all they work with. So if you are a small or medium sized business, you’d look at suppliers who provide at least two relevant CRM solutions, for example Maximiser, Microsoft Dynamics CRM, Sage CRM, SalesLogix, FrontRange GoldMine, and so on. Make sure the suppliers doesn’t see CRM as an add-on to a larger or different system, or as an aside to their core business.

Also, CRM system implementation is far more likely to succeed if your provider offers a range of services such as business process analysis, project management, support and training - not just software supply and installation. 

A CRM system needs buy-in from everyone in a sales team. It can’t be used by some sales staff and not others, or just used when convenient. It’s often a cultural shift for a company, but the gains inherent in successful CRM implementation will (not should) be outstanding.

Sage CRM Seminar

Thanks to everyone who attended the Sage ‘Fit for Business’ CRM seminar at Donnington Grand Prix Circuit on the 30th April 2008. Presented by Richard Marks and Leonie Brown of Sage, the seminar looked at how being ‘Fit for Business’ using a professionally implemented CRM system results in higher customer retention, increased market share, higher profitability per customer, improved integration, reduced inefficiency and improved visibility of operations.

Rather than being solely product focussed, the seminar looked more at overall business process improvement. The first half of the seminar discussed managing strategic opportunities for your business, while the second half took a practical slant discussing how CRM systems can help businesses resolve operational challenges. Practical examples of how this can be achieved were given using Sage CRM. Demonstrations of Sage SalesLogix and Sage 200 were also available.

Ian Dawkins, Managing Director of Concentrix also presented during the seminar. Ian discussed the benefits of working with fully accredited Sage Business Partners and independent CRM specialists such as Concentrix, and provided an overview of the company, it’s values, services and strengths.

For those who attended, please get in touch for copies of the presentation slides, whitepapers and case studies. We also have the latest Sage CRM and Sage SalesLogix brochures.

Concentrix will be running similar CRM seminars with Sage along the ‘Fit for Business’ theme later in the year. Please contact us for more details.