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

Sage CRM version 7

The latest version of Sage CRM (version 7), was released in the UK on 29th March 2010. This was a major release of the software and includes some significant changes, additions and improvements from the previous version (v6.2).

Sage CRM version 7 has some brand new, additional functionality and some really useful new features to improve the productivity of staff throughout your business. To quote the manufacturers “Sage CRM v7 will revolutionize how you manage your business and your employees manage their day”. And as mid-market CRM software goes, they’re on to something. Whether you’re new to Sage CRM or already use it, there’s a whole lot of new things to discover.

So what are the main things to note about this latest release of the software?

Firstly, it's a major update. The product has a brand new look and feel, a really nice new layout (with layout options), is more user customisable, includes interactive dashboards, provides powerful integration with Sage ERP and business management solutions such as Sage 200, and has some new administration features. And much more!

There are details of the new features of Sage CRM v7 now available on the Concentrix website. We have also updated the main description of the product, so you please take a look at our main Sage CRM page for a comprehensive overview of this leading customer relationship management tool. Plus we’ve also updated and added some new Sage CRM screenshots.

And here’s some great news for Concentrix customers. If you’re a Concentrix customer using Sage CRM, we will probably be able to upgrade you to version 7 for free (but please note this does depend on your level of support).

There are literally hundreds of features and functions available in Sage CRM version 7. If you need further information on these or any other business management software solutions, if you’re new to CRM or thinking about changing your CRM software, please contact Concentrix – as independent CRM specialists we’ll provide impartial advice on the right solution for your business.

Much More than Sales Force Automation: How to Use CRM Software to Improve your Sales Strategy

Sales force automation is a key function of all good CRM software. It streamlines the sales process, reduces the cost of sales and improves everyone’s time management. However, a good CRM system can also help provide some deep insights into your sales pipeline and prospects, and greatly improve your sales tactics, strategy and decision making.

Knowing what deals to spend your time on and which ones not to avoid is a quick, yet highly effective way, of getting more from your CRM software. In the quest for better sales performance, one of the hardest things is knowing when to walk away from a potential sale. Most serious commercial operators hate to walk away from anything (our MD at Concentrix has to be dragged away if he sniffs a deal!), but it is paramount.

Here are some tips and advice on how sales staff can get more from their CRM software, choose the right prospects and deals to aim for, and just as importantly, know when to walk away.

Wasting time chasing rainbows?...

There are some deals you're just not going to win. Realise this, accept it and get on with chasing business you can win. A key factor in Concentrix's success is our "referenceability" - our track record. From our CRM software we can segment our customers by their industry sector and check that we've got some "previous" in a prospect's area before committing resource to trying to win their business.

This is especially important if we're in a competitive tendering process (say OJEU) where it is unlikely you'll get to meet anyone without a lot of paperwork and short-listing. If you’ve not got the referencibility then it's not likely you'll make the shortlist. So is it worth the effort?

Whale hunting... (vs. run rate)

My boss calls me a "whale hunter" because I tend to focus on larger deals (I don't actually hunt, or condone the hunting of, whales). These larger deals are excellent for the business, but there are some downsides: they can take a long time to land; the cost of sale can be significant; they can be very complex; they are actually quite difficult to forecast.

Concentrix wouldn't be successful if we relied on me and my whales. We aslo need some "run rate" business: smaller projects which we can turn around quicker and grow our customer base. Using sales pipeline analysis and forecasting in a system such as Sage CRM we can identify if our sales opportunities aren't balanced and address this. Sometimes this means walking away from potentially big deals if the profile doesn't fit our business need. We are terribly discerning.

Lost opportunity cost...

CRM and lead management are fundamental functions of good CRM systems. But no matter how well you technically manage each lead or opportunity, make sure you also use CRM to focus on the right ones. For every deal that you chase that you’re not likely to win there’s a deal out there that you aren’t focussing on that will be more suited to you. Wouldn’t it be better to spend your time, effort and money finding and closing those deals?

Turkeys and Albatross...

Some projects are not going to be good for your business. A Turkey may be difficult to deliver and end up failing (who wants a failed project on their hands?); an Albatross may have a negative impact on your business and result in ongoing problems. It's best to identify these during the sales process and walk away (politely, of course). Effective profiling and sales risk analysis – which can be done using your CRM system - enables this.

At Concentrix our sales people work closely with the delivery team to help ensure that projects are successful - taking responsibility for what we sell and committing to our customers. This means we don't just win a deal, "throw it over the wall" and move on to the next deal. For me, this makes avoiding Turkeys and Albatross even more important!

Getting mugged...

On some deals, with some products or in some sectors you might always get "beat up" by one of your competitors. This can be frustrating and demoralising (we just won a deal with a new customer who are within brick throwing distance of one of our major Sage competitors - they can't be pleased!). So if you keep getting mugged, why not avoid those sorts of deals?

Focus your efforts; fight the battles you can win. Knowing how to use CRM for competitor analysis is a massive factor being successful, especially in challenging times. It surprises me how many businesses don't do it, but it's no surprise when they realise terrific benefits from using CRM to help to know when to walk away. This is something that Microsoft Dynamics CRM does particularly well.

Key areas in which CRM can help you decide whether to progress a deal further or walk away (even though I know you don't want to) include:

- Competitor analysis

- Referencibility/understanding market strength

- Cost of sale analysis

- Sales risk analysis

- Trend analysis and modelling

- Activity management

- Forecasting and pipeline analysis

As Kenny Rogers says: "You've got to know when to hold 'em; Know when to fold 'em; Know when to walk away; Know when to run..."

John Odell - CRM Consultant at Concentrix, independent CRM and business software specialists.

New CRM Knowledge Base article - An Overview of Customer Relationship Management (CRM) and CRM software

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.

Free Spindle Webinar

Concentrix, in association with Draycir, is hosting a free web demonstration of Spindle Professional  on 20^th April 2010.

Spindle Professional, from Draycir, is a document distribution package that can automatically email, fax, archive, print and even bar code your documents all at the touch of a button; reducing the need for expensive pre-printed stationery; postage costs and manual filing and retrieval of documents.

Key Benefits of Spindle include:

- Dramatically reduces costs: Documents are delivered by fax or email

- Intelligent delivery : Spindle professional knows what to fax, what to email and what to print

- Flexible : The software automatically adds terms and conditions and seasonal or promotional messages

- Saves money and wastage: Uses plain paper instead of pre-printed stationary

- Emails and Archives: Documents are sent and stored as PDF files

To register for the web demonstration or for more information, please contact Concentrix on 01509 410500 or email [email protected].

Date: 20^th April 2010

Time: 10.30am

Duration: 40 Minutes

How do you manage B2B customer enquiries?

In a B2B environment, effective and efficient lead management is one of the key benefits CRM software delivers.

When asked how they manage customer enquiries, the response to this question is often: "they are passed to the sales team". And this can mean everything from being forwarded by an email, added to a spreadsheet, a verbal message, or even a note left on someones desk! And once this happens, how do you know that they actually get followed up? Is there any process for entering the enquiry into a database? If not, what happens if the person who began handling the enquiry is off sick one day? Can you track the progress of the lead? If you don’t know the answer to these questions, or the answer is no, this can have negative implications on the company as a whole.

Unfortunately, it is common in businesses with no CRM system for enquiries not to be followed up. Many get lost in the sales and marketing process. However every lead which is wasted is in effect throwing away potential for your organisation to make money. It is therefore critical that processes are put in place to ensure that every enquiry is dealt with.

Through implementing a Customer Relationship Management solution, you will automatically be provided with a structure and a process for managing enquiries. Modern CRM systems such as Microsoft CRM and Sage CRM contain this lead management straight out of the box. CRM solutions also provide a method of control in the form of a leads management section. The leads management section provides a structured way to respond, track and process incoming enquiries.

For more information about how CRM and lead management can help your organisation please click here. Alternatively contact Concentrix on 01509 410500 or email [email protected] 

CRM - Providing retailers with a competitive edge

Retailing in the UK has never been so tough. There are high-streets up and down the country with empty units and other shops advertising their closing down sales. So in tough times, what does a retailer have to do to ensure they make it to the other side of the depression?  Well, CRM and Business Management Solutions for retailers may provide the answer.

What is Customer Relationship Management?

Customer Relationship Management (CRM) is all about building relationships with existing customers at the same time as attracting new clients. Properly implemented CRM software will provide retailers with one centralised location to store all information about customers, suppliers and competitors. It will reduce duplication of effort and ultimately improve the productivity of an organisation.

What benefits will CRM bring to retailers?

The benefits if implementing CRM software in the retail sector include:

- One centralised source of information

- Improved communication

- Streamlined internal processes

- Improved level of customer service

- Increased competitive advantage

- More targeted Marketing Campaigns

How much does implementing a CRM system cost?

Implementing a CRM solution doesn’t have to cost a fortune. The cost of a CRM system depends on a wide variety of factors, and there are solutions available to suit almost every budget. CRM is available on either a hosted or an On-Premise platform. Typically the hosted CRM platform is used by smaller  retail companies who do not require a high degree of customisation. Whereas, On-Premise CRM solutions are typically used by larger retailers with more complex requirements and who require greater flexibility and control.

Concentrix is a UK independent CRM specialist. Concentrix takes a product agnostic approach to supplying software and provides best in breed solutions including Microsoft Dynamics CRM, Sage CRM and FrontRange’s GoldMine.

For more information about CRM or how CRM can help retailers please contact Concentrix on 01509 410500 or email [email protected]

Do you use Sage 50?

Have you ever thought about upgrading? Well it’s a great time to do it now!

Concentrix is offering 10% off Sage 200 licenses when you upgrade from Sage 50! But you need to be quick; the offer only applies for a limited time.

So what is Sage 200?

Sage 200 helps automate and bring together all the key processes in each area of your business: from marketing, sales and customer service, right through to finance, operations, projects and a whole range of other activities. So, rather than having to run separate unconnected pieces of software to manage different areas of your company, you can control all activities from within a single software suite. Essentially, Sage 200 will help you improve knowledge and communication across all points of your business, improving productivity as well as profitability.

Sage 200 is a highly robust solution. It’s also highly flexible, with modular and industry specific applications to manage information and processes throughout your company – whatever business you’re in.

There are two modules which come as standard. These are:

- Sage 200 CRM

- Sage 200 Financials

Other modules available include:

- Sage 200 Commercials

- Sage 200 Project Accounting

- Sage 200 Construction

- Sage 200 Manufacturing

- Sage 200 Point of Sale

- Sage 200 Wholesale and Retail

- Sage 200 Business Analysis and Forecasting

What benefits will Sage 200 bring?

Sage 200 will bring a number of benefits to your business as it:

- Is specifically designed for mid-sized businesses

- Integrates your key business processes

- Helps improve efficiency, competiveness and customer satisfaction

- Provides a quick return on investment

What is the alternative to Sage 200?

Concentrix takes a product agnostic approach to providing ERP software and provides Microsoft Dynamics NAV in addition to the Sage 200 Suite.

Microsoft Dynamics NAV is Microsoft’s leading Mid-Market business management solution in the UK.  The latest version, Microsoft Dynamics NAV 2009, is a highly flexible, intuitive product which, when properly implemented, will structure your entire organisation to quickly deliver real, significant and measurable gains across your business. Concentrix can customise Microsoft Dynamics NAV so that is suits the exact requirements of your organisation.

For more information about Microsoft Dynamics NAV, or upgrading to the Sage 200 Suite, please Contact Concentrix on 01509 410500 or email [email protected]

How to achieve competitive advantage in the food industry

Like all industries in the UK, the food industry is highly competitive. All companies are aiming to enhance profitability by increasing customer numbers and reducing costs. So, how can you achieve a competitive advantage?

The key to the development of any successful relationship lies in excellent communication. However in the context of an organisation this can be difficult. There are often differences in the way that people store information; this will normally vary between departments. For example, some will hold data in paper files, others will use a number of different spreadsheets and there will be a few who store all information in their heads. However, this unstructured manner leads to gaps in knowledge which can lead to the delivery of poor customer service, resulting in custom going elsewhere.

This is where Customer Relationship Management software (CRM) can help. CRM is all about building relationships with existing clients at the same time as attracting new customers. CRM provides a central place to store information about customers, suppliers and competitors alike.

CRM brings several advantages to companies in the food industry including:

- Improved communication – between staff as well as between the organisation and customers through targeted marketing campaigns.

- Administrative tasks are made much easier through automation

- Increased staff efficiency and effectiveness through streamlined processes.

Concentrix has helped several companies in the food industry to improve their efficiency and effectiveness. And provide best in breed solutions including Microsoft Dynamics CRM, Sage CRM and FrontRange’s GoldMine.

For more information about Concentrix or how CRM software can be used in the food industry, please contact Concentrix on 01509 410500 or email [email protected]

Can Microsoft Dynamics NAV deliver benefits to Sales and Marketing teams?

The short answer is yes.  Microsoft Dynamics NAV is often thought of as a tool for accounts and manufacturing staff, but it brings real benefits to sales and marketing staff as well.

The current economic climate has made business tough for a number of organisations. However, there are ways to make it easier.

So how can you help your organisation?

Generally speaking the organisations which are doing well at the moment are those which have strong relationships with their customers, excellent internal communication and a solid foundation of knowledge.

Developing good communication and knowledge can become difficult. However, there are a number of solutions on the market which can provide these benefits. Concentrix is an independent Business Solutions Specialist and provides best in breed solutions including Microsoft Dynamics CRM, Sage CRM, Sage 200 Suite and Microsoft Dynamics NAV.

What is Microsoft Dynamics NAV and how can it help?

Microsoft Dynamics NAV is Microsoft’s leading Mid-Market business management solution in the UK. The latest version, Microsoft Dynamics NAV 2009 is a highly flexible, intuitive product which, when properly implemented, will structure your entire organisation to quickly deliver real, significant and measurable gains across your business. Microsoft Dynamics NAV has built in tool and features which can help improve the efficiency, effectiveness and productivity of both sales and marketing teams.

Benefits of Microsoft Dynamics NAV

Microsoft Dynamics NAV will bring a number of benefits which will help improve the effectiveness of sales and marketing teams. First and foremost, it includes a contact management solution which enables you to store all information relating to customers centrally in one location.  With one centralised location to store information, staff knowledge will be enhanced. This means that customers are likely to receive a better customer service and are therefore more likely to become loyal.

Other benefits include:

It enables you to stay connected while mobile – Microsoft Dynamics NAV allows you to create and manage information and directly within Microsoft Office Outlook no matter where you are. It then synchronises the information with Microsoft Dynamics NAV.

Provides a central source of information – Microsoft Dynamics NAV allows you to access customer information whenever you need it.

Provides reporting tools – Which enable you to quickly and effectively analyse performance

Helps staff work together – Microsoft Dynamics NAV provides a centralised source of information which improves employee knowledge.

Build a loyal Customer Base – Microsoft Dynamics NAV enables you to keep all information about your clients in one place, which will improve customer service and ultimately create customer loyalty

For more information about using Microsoft Dynamics NAV for Sales and Marketing, please contact Concentrix on 01509 410500 or email [email protected]

CRM UK Guest Blog Post - This recession is killing me (??)

Here’s a guest post by Concentrix Senior CRM Consultant John Odell:

This recession/economic downturn (call it what you will) is killing me. The "problem" is that we are so busy! Nice problem to have, indeed. And now that we in the UK are (apparently) coming out of downturn things will only get busier and 2010, and 2011 already looks hectic (for all the right reasons).

Over the past few months many businesses that had reigned in spending have started to re-initiate projects. There is a sense of relief that conditions are improving and businesses that have survived and strengthened realise that now is the time to consolidate and proactively attack their market. For CRM and ERP specialists, this means more work as business system such as CRM, finance and ERP are crucial enablers to growth and "aggressive" sales and marketing activity.

At Concentrix we find ourselves in this same position. We have continued to grow throughout the last two years as many of our competitors' businesses have failed. Only this week a rival near to our South West office has closed their doors, and we have been able to swiftly engage with and pick up many of their former customers - providing them with the support they need for their systems and adding more growth for us at the end of what, for many, has been a "difficult" year.

I have noticed that more and more people that I'm seeing are buying in to one of CRM software's key strengths: data aggregation. This where CRM gathers information from other business systems and: presents a single customer view for sales, marketing and customer service staff; identifies cross-sell opportunities; enables detailed segmentation and highly targeted messaging by marketing; provides a single source and tool for analysis and reporting. If you like a buzzword, then the one for this is "leveraging" - squeezing all the value out of your data.

As for keeping busy and growing through tough economic circumstances, my opinion is that you need to be a little bit better than your competition and work a lot harder and a lot smarter. We can help with the latter, so please get in touch to find out what we can do to help...

And if you are looking for a job in a growing company helping people to improve their businesses we are always recruiting good people to meet the demand - please check out our career opportunities by taking a look at the Concentrix Job Vacancies ...