If you're investigating, researching or generally looking into CRM software, we’ve added a new article to the Concentrix CRM knowledge base. The article, An Overview of Customer Relationship Management (CRM) and CRM software looks at how, over the past few years, CRM software has moved from being a ‘nice to have’ tool used by a few large organisations and PLC’s to being a vital part of successful businesses of all sizes.
The CRM knowledge base article covers:
- CRM Software Applications
- Why Use CRM Software?
- CRM and ERP
- Hosted or On-Premise CRM?
- How to Get Started with CRM
- Price and costs of a CRM system
- The Future of CRM
Here’s a brief summary of each section:
CRM Software Applications – provides an overview of a selection of the main ‘best in breed’ mid-market CRM software applications. There are many available, including Sage CRM (version 7 of Sage CRM was released at the end of March 2010) and Microsoft’s flagship CRM application, Microsoft Dynamics CRM (which is arguably the current leading mid-market CRM application) and more long-standing applications such as FrontRange Solutions GoldMine and the web-base application SalesForce.
Why Use CRM Software? Which looks at how modern CRM systems improve communications, increase profitability and reduce operational costs by streamlining the way customer facing staff work, and what differentiates CRM from Contact Management. It also discusses many of the benefits of CRM such as how, by effectively integrating marketing, sales, customer service and other functions, a good CRM system makes it easier for everyone inside your company to work together and share critical information.
CRM and ERP There are many benefits in integrating CRM and ERP systems, as doing so can streamline processes even further and enable better business intelligence. The article discusses some of the CRM modules which are provided with many accounts and ERP software applications, including the CRM modules in the ERP applications and Microsoft Dynamics NAV and the mid-market business management suite Sage 200.
Hosted or On-Premise CRM? Looks at the difference between the two options (hosted CRM is often referred to as ‘Software as a Service’, CRM ‘on-demand’ or ‘in the cloud’) and why you may choose one over the other.
How to Get Started with CRM is one of the most common queries we get at Concentrix, and knowing where to get started with a CRM project is often the most difficult hurdle to overcome. The easiest way is to contact an independent CRM specialist such as Concentrix, but the article also gives a number of tips and guidelines to help you right from the beginning of your CRM project. One of the most important points is that it's highly unlikely that you will achieve the CRM functionality you require, from any CRM software solution, straight 'out of the box'. For this you'll need an accredited or certified CRM software reseller (often referred to as a business partner). Always check your business partner’s references, for example by ensuring they can produce a variety of CRM case studies, can provide client testimonials and can arrange visits to customer sites. Also check the number of qualified staff they have working with them , how many projects they are working on and, if you’re using Sage software, check that they’re an accredited Sage Business Partner. Similarly if you’re looking at a Microsoft product such as Microsoft Dynamics CRM, ensure your prospective business partner is a Microsoft Gold Certified partner.
Price and costs of a CRM system are obviously one of the most important factors in choosing CRM software. The price of a CRM system depends on a wide variety of factors such as price of software licences, software maintenance, professional services and technical support. It varies between systems, how many CRM system users you have and how you need the software configured to do what you need it to do. For more information on the price and costs of a CRM system, there’s a further article in the Concentrix CRM knowledge base called How much does a CRM system cost?
The Future of CRM looks at how the scope of the use of CRM systems and CRM software has developed rapidly. This includes the advent of social networks and the term ‘Social CRM’, and phrases such as ‘xRM’ (where the ‘x’ stands for ‘Anything’, as in xRM or ‘Anything Relationship Management’.)
More information
CRM is being used in a variety of ways to deliver real benefits to businesses throughout the UK. So if you’re looking to gain a major competitive advantage, CRM should be part of your strategy. There are more articles available for free in the Concentrix CRM knowledge base, and for more information on CRM software and making CRM a successful part of your business strategy, please contact Concentrix.
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