SigmaWay Blog

SigmaWay Blog tries to aggregate original and third party content for the site users. It caters to articles on Process Improvement, Lean Six Sigma, Analytics, Market Intelligence, Training ,IT Services and industries which SigmaWay caters to

New Cloud-Based Solution to fortify Customer Engagement

According to Tor Constantino (Director, Global Public Relations and External Affairs at IMS Health) Nexxus Mobile Sales is the first complete cloud-based sales performance which aids companies to implement national brand strategies at local levels by linking updated industry and customer data with expert decision-support tools for sales representatives. IMS Health provides life sciences commercial organizations with a new app for driving actual, smart local customer engagement. For increased productivity in the field, Mobile Sales issues alerts to the sales representatives about specific territory and customer opportunities and incorporates advanced voice-command technology to provide easy access to all solution features. As a result, sales teams can deliver greater value and spend more time with customers. Read more at: http://www.imshealth.com/portal/site/imshealth/menuitem.c76283e8bf81e98f53c753c71ad8c22a/?vgnextoid=70f32cf8cb7a7410VgnVCM10000076192ca2RCRD&vgnextchannel=5ec1e590cb4dc310VgnVCM100000a48d2ca2RCRD&vgnextfmt=default

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Big Data and its social side

Big data enables understanding of complex customer sentiments and intent which improves service management. Today it is easier to process customer sentiments and intents through social media and develop social customer relationship management or social CRM. To make this effective it is important to capture the natural language knowledge and rapidly and securely making those insights available to tye best pay off channels. 

This podcasts bring together customer analytics services provider Attensity, with its natural language processing technology, and HP Vertica with Big data analytics capabilities to explain how effectively listen to social Web and rapidly gaining valuable insights and actionable intelligence.

Some participants are Howard Lau, chairman and CEO of Attensity, and Chris Selland, vice president of marketing and business development at HP Vertica. The discussion is moderated by Dana Gardener, principal analyst at Interarbor Solutions.

more at: http://www.crmbuyer.com/story/80826.html

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Big Data Opportunities for Travel Companies

Big data has been big news in the travel industry for a few years now. It offers the chance for travel companies to increase the number of sales and improve the travel experience of customers. While big data is a vast, complex challenge for many organizations, it is one of the key factors driving the evolution of the travel industry today and for the foreseeable future. Airlines, hotels, cruise companies, travel management, railways and travel agencies have an opportunity to improve their business and the customer experience by effectively handling the big data at their fingertips. That's not to say it is easy to collect, identify and analyze all of the bits of disparate data types that comprise big data. Travel companies can make better decisions based on the data aggregated from their customers to personalize services like travel booking to make them easier to navigate. For many years, CRM systems have allowed companies to create relevant, targeted marketing campaigns. Big data, however, uses customer information to create a truly personalized service. It allows travel websites to recommend a specific hotel to a specific user based on their previous holidays, requirements and preferences.

Read more at: http://www.forbes.com/sites/centurylink/2014/04/30/how-big-data-is-transforming-the-travel-industry/

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CRM and Telephony integration

The dependence of organizations on software have increased over the decade, so reducing bandwidth and maximizing data through software integration for optimal process has also become necessary. Thus CRM and telephony are the most widely used tools today. The phone/CRM scenarios are: 

No integration:  if one enters the name and phone number of the person in the CRM software and then call the person by phone then the conversation gets automatically recorded and can be used for future review purpose.

Partial integration: if the phone system is partially integrated with the CRM then one call within the CRM platform and the phone calls get automatically logged.

Full integration: it is applicable for both incoming and outgoing calls. When a call comes the number is searched in the CRM database and then for a new number a CRM lead is offered. And for old number the call gets diverted to the responsible staff who identifies the call records and details.

Options available for phone and CRM integrations are: 

Trough CRM software with integrated telephony such as Bitrix24 which is free and TalkDesk does not require any set up.

Otherwise the existing CRM can be used if it is of Salesforce or Microsoft Dynamics and readymade integration with IP telephony providers such as RingCentral or RingDNA can be used. Read more at:  http://www.business2community.com/customer-experience/telephony-crm-match-made-heaven-0946844#!bwfcpF

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Importance of mobile CRM

Every business big or small requires using CRM. This includes being organized in tasks, events, meetings, emails, notes, data etc, enhancing communication between team members, better reports, metrics and analytics, customer status and need updates, communication record and history, tracking and scheduling, and availability of centralised data for easy access and data protection.

Information needs to be available to sales personnel outside the office as well which brings in the need for mobile CRM. It allows employees’ to access information anywhere improving sales performance and team information collaboration. Collection and recording of information is made easier with mobile CRM, easy updates on source cuts the waiting time of the sales personnel in getting back to the office and then updating through CRM.

read more at:  http://www.whatech.com/crm/blog/25523-smbs-do-i-really-need-a-mobile-crm

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Market Intelligence & Market Research are complements or substitutes?

 

There are many CRM packages, the best ones linked to accounting software systems, that provide easy storage of customer and supplier information to answer the questions of who, what, how much, where and when your customer buys. Internet technology today has reduced costs and shortened time frames by using online surveys. A major criticism of internet surveys is that that they don't represent an accurate sample of the population and so a skilled marketing research person really adds value that is worth paying for. There are two tests for accuracy and soundness of the marketing research results: A skilled marketing research person ensures validity and reliability by accurately defining the problem to be solved; the correct questions to ask; and whether there are other cost-effective ways to get the result. After gathering the information from the correct primary sample; a skilled marketing research person adds value by being able to spot differences, draw conclusions and make recommendations.To know more, follow the link: 

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Is Customer Managed Relationship better than Customer Relationship Management?

Relying on very basic customer information such as demographics to influence marketing campaigns and limited internal sources and fragmented marketing systems limits sending personalized mails to customers. For companies having multiple marketing agencies and technology partners demographics cannot alone give a complete view of audiences as it leaves other important information. Customer relationship management programs relies on basic data which excludes customer nuances and encourages the mentality that marketers own and drive customer conversation which is no longer true. Due to CRM programs customers put little effort in knowing their customers. On the other hand using resources which contains a vast array of information about the customers enables a better interaction between customers and the brand. Customer Managed Relationship is the better option over CRM these days. To achieve a personal connection with customers, marketers should follow three key rules, namely communication, consistency and trust. Witty comments, 24/7 service or multichannel experience, sending similar number of mails in similar language and color schemes in all channels, personal messages, giving consumers what they expect might do the trick.

Engaging with different channels to get a better understanding of customers and targeting customers specifically using CMR is important. Brands should use CMR based marketing strategy to consider customers purchase behavior and social engagement. Further brands can create rich, useful content to guide customers into repeat purchases. Customers now want to tell brands how to engage with them using necessary technology instead of brands driving into a conversation with customers. Thus all marketers have to listen and adapt.

Read more at: http://www.business2community.com/marketing/crm-dead-now-0947236#!bibims

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Tactics to build customer loyalty

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First imitation generates outlook, and potential die hard. Forecast building their first contact with the company should immediately decide that they are in the right place. 2. All consumers are not shaped alike: Some clients price relationships and personal interactions. Others value effectiveness, charge and time savings, soothe and avoid ache. 3. Express company’s price plan in the lot we do. All of our communications with clients must respond two questions: What do they actually purchase from my brand, and why should they procure it from my business? Patrons who are reminding of our business’s rate remain devoted. 4. Do extra than produce our point: We must also speak in traditions to which our buyer is attracted.Supply several channel for consumers to express their opinion. 5. Recognize why clients abscond. Superior CRM shines a limelight on client leaves, probing for ways to advance and evils to repair

 

Read more at:

http://www.crm-guru.com/

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The new CRM product

A global provider of SaaS based mobile life sciences customer relationship management solutions brings in new enhancement to its product StayinFront Touch RX(R) which can run both on iPad and Windows 8 tablet devices. This is very helpful since it provides better access to critical information and data resources which makes the work simpler and maximizes the impact while working with reps in field. It also enables access of sales territories, analytics and reports, track call activities streamline Time off Territory requests and execute field coaching reports. Viewing and tracking information and progress has become easier. They have more access to detailed information with better targeting and enhanced calendar which improves reps’ ability to more effectively manage and sell in their territories and eliminates the need to toggle between systems to see all scheduled appointments.

Stayin Front is a provider of full suite of mobile, cloud based field force effectiveness and CRM for consumer goods and life science organizations. Vast number of countries use it to make their work easier and to improve their business. Read more at: http://www.marketwatch.com/story/newest-release-of-stayinfront-crm-for-life-sciences-delivers-a-single-mobile-device-system-for-reps-and-managers-2014-07-14 

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Internet of Things: Driver of CRM

Cloud, social, mobile and big data technology have been primarily viewed as the drivers behind Customer Relationship Management (CRM). According to a Gartner report, they are now being joined by an emerging driver- the Internet of Things (IoT). According to Joanne M. Correia “CRM will be the heart of digital initiatives in the coming years”. In the report Gartner views that ioT, where sensors connect devices to the internet, create new services previously never considered. Gartner forecasts CRM market to reach $ 23.9 billion this year, with cloud revenue accounting for 49 percent. IoT joins cloud, social, mobile and big data to spur a critical need for more operational CRM, according to Correia. According to an article in Information Week, Gartner predicts that in 2020, there will be 7.3 billion smart phones, tablets and PCs in use- but about 26 billion IoT devices. IoT is driving CRM investments, because the use of cloud- connected intelligent devices is creating new business opportunities for marketing, sales and support executives. Read more at:

http://www.cio.com/article/2453781/big-data/big-data-as-a-driver-for-crm-investments.html

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Integration of ideas leading to better CRM

Nintex , the world leader in workflow software, announced its integration with Salesforce.com and Microsoft Dynamics CRM, the two market-leaders among CRM platforms. Nintex is the first workflow company which enabled business users to connect critical ECM and CRM systems through the cloud, and allowed customers to quickly and easily automate processes between departments in a customer-driven environment. With the new integrations, users can accelerate a variety of processes which involves frequent interactions between customer-facing teams and internal business operations. Nintex’s integration with Salesforce.com and Microsoft Dynamics CRM lets organizations:

• Drive business processes in SharePoint in response to events in CRM so work flows better between previously siloed systems

• Automate the process of creating, updating, retrieving, and querying records in Salesforce or Microsoft Dynamics using simple drag-and-drop workflow actions

• Post status updates, links and polls to Salesforce Chatter or Microsoft Yammer, and progress workflows based on user responses in social channels

To know more, go to: http://www.marketwatch.com/story/nintex-announces-integration-with-salesforcecom-and-microsoft-dynamics-crm-2014-07-14

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The benefits of CRM

Customer relationship management deals with all types of interaction between a company and a customer, whether it is sales or service-related. Customer relationship management is generally used to explain the relationship between business houses and customers. CRM systems are also used to manage business contacts, clients, contract wins and sales leads. Technology Advancement have changed consumer buying behavior, and today there are many alternatives in which a company can get in touch with its customers and collect data about them. Technology and the Internet have changed the way companies approach customer relationship strategies. There are various benefits of CRM strategy like it helps  understanding the customer, retaining customers through delivery of better customer experience, attracting new customers, win new clients and contracts, increased profitability, decrease customer management and helps the companies to know what the customers and the general market want. To know more about CRM go to:http://www.webopedia.com/TERM/C/CRM.html

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The tools of Predictive Analytics to improve your CRM

While CRM applications officially gather terabytes of helpful client data for organizations, significant deeper insights are also en route because of a creating new pattern of predictive analytics capabilities being integrated into CRM. The huge draw is that organizations will have the capacity to utilize existing CRM information to tremendously enhance basic one-on-one associations with clients. An alternate key profit is that it will help organizations create extra deals when clients reach them by breaking down approaching client information progressively. 

It's the same thought with CRM that incorporates add-on or implicit predictive analytics when a potential client arrives at your company's Web webpage to make a purchase. In the event that a client is offered this item at this cost at this point, would they say they are likely to purchase it? One can make a targeted offer to a client focused around what they are looking for. The probability that they acknowledge that offer will figure out whether you can augment client maintenance, deals and benefits. 

As these sorts of predictive analytics features are presented, organizations will need to evaluate their methodologies to joining the right parts into their own particular foundations. That will take research, detailed inquiries and discussions with teams from marketing, IT and other departments, as well as market research and more. It's not something one will be able to jump into with little thought. One ought to know his objectives before he make the first strides so he can attain sufficient payback from his investments of time and resources. To read the full article visit: http://www.cio.com/article/2371968/customer-relationship-management/how-predictive-analytics-will-improve-crm.html

 

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CRM Analytics: A form of online analytical processing

CRM (customer relationship management) analytics comprises all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made. CRM analytics can be considered a form of online analytical processing (OLAP) and may employ data mining. As web sites have added a new and often faster way to interact with customers, the opportunity and the need to turn data collected about customers into useful information has become generally apparent. As a result, a number of software companies have developed products that do customer data analysis. According to an article in InfoWorld CRM can provide customer segmentation groupings, profitability analysis, personalization, event monitoring, what-if scenarios and predictive modelling. One of the major challenges implicit in CRM analytics is how to integrate the analytical software with existing legacy systems as well as with other new systems. To know about CRM analytics go to: http:http://searchcrm.techtarget.com/definition/CRM-analytics

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Differences between CRM and ERP

In a blog written in siliconblogsindia, a blogging website, we come to know about basic differences between CRM and ERP. Both CRM and ERP are business oriented software providing improved business efficiency.All though they are built for one aim but they have some basic differences between them. CRM helps in  managing different aspects of customer interactions needed to carry out business processes effortlessly. ERP is used to manage business processes in best available ways.

For more information please visit:-

http://blogs.siliconindia.com/Techvedic/Technology/CRM-vs-ERP-%C3%A2%EF%BF%BD%EF%BF%BD-Realize-What-Is-the-Difference-bid-FTE076KD28393620.html
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CRM software in a happy phase

In an article written by Colin Barker,computer journalist, we come to know how CRM software is going through a phase of boom.Two main reasons for this boom were attributed to increase in investments in both  digital marketing and customer experience initiatives.CRM software is dominated by big names in the industry who account to almost half of the entire revenue earned by the industry.

For more information please visit:-

http://www.zdnet.com/crm-boom-sparked-by-digital-marketing-customer-experience-projects-7000029105/
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Diminishing differences between CRM and Contact center software.

In an article written by Sheila McGee-Smith, the founder of McGee-Smith Analytics, we come to know about the diminishing or reduced differences between CRM and Contact center software. Cloud based CRM vendors are new a new phenomenon. Traditional contact centers were telephony based and they are now trying to move to a multi channel environment. With both CRM vendors and Contact center vendors eyeing for the coveted market of multi channel customers and in doing so the lines between CRM and Contact center software are getting faint.

For more information please visit:-

http://www.nojitter.com/post/240168041/the-blurring-line-between-crm-and-contact-center-software

 

 

 

 

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Mortgage Returns launches new features to their technology

Mortgage Returns, a provider of TRUE CRM technology and automated marketing solutions for the mortgage industry, has added new features to their TRUE CRM system. It provides companies with new marketing materials, content control and advanced reporting capabilities.

To read more, visit the following link: http://www.contactcenterworld.com/view/contact-center-news/plumchoice-establishes-new-training-facility-to-support-growing-subscriber-base.aspx 

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JETNET creates powerful, industry-changing market analysis tool

JETNET LLC, an aviation market intelligence company, announced a new release of JETNET CRM (aviation-specific customer relationship management tool which includes market analysis, market research and prospect management functions). The new release is designed specifically for aircraft professionals. Improvements include specific aircraft selection and sorting with ownership and sales histories; custom-designed lead generation reports with hundreds of potential buyers; high-probability target list generation; custom notes, action items, and flagged prospects; and easily managed lead/prospect lists and generated reports for importing/merging into scheduled emails.

To read more, visit the following link: http://www.blueskyexecutiveaviation.co.uk/issue_272/JETNET_creates_powerful_industry-changing_market_analysis_tool.htm

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Reaching for the cloud: India's SaaS Journey

Few years ago, Internet marketing in India would have meant designing On-Premise solutions for activities such as CRM or ERP. Products and tools from global software vendors were available, but integration and customization often meant huge expenditure. Today, with the SaaS delivery model, software and related data are centrally hosted on the cloud and can be accessed through a Web browser, resulting in better operations with significantly less expenditure. Migrating to a SaaS model makes sense for an e-commerce company, but it is also relevant for a company which deals in the age-old business like auto loans. A principal reason for such industry-wide demand of SaaS is its ability to make decisions faster. Sunil Padmanabhan, research director for Gartner in India had said recently that "SaaS is extremely real in India and there is a large critical mass in adoption”.

To read more, visit reputed journalist Rajiv Rao’s article by clicking on the following link:

 

http://www.zdnet.com/in/reaching-for-the-cloud-indias-saas-journey-7000023820/

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