21 May

We Welcome Our New Client - Rabobank

We are pleased to announce that Rabobank, have become our clients. Rabobank need a CRM system to improve services and relations with the Customer, and their choice fell on SugarCRM and we elected to become Rabobank vendor through selection process with several other vendors. SugarCRM for Rabobank requires a business process that is quite unique. CRM System, in this case : SugarCRM, originally designed for Business to Business (B2B). In B2B, their customers are companies or organizations, not individuals. While bank is B2B and B2C company. Through a long brainstorming session, we succeeded in formulating business processes to these needs, CRM System : SugarCRM for B2B and B2C.
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15 May

CRM, for me or for the customers?

The salespersons and marketers often have different views on the CRM(Customer Relationship Management) system .

There are groups who say that the primary function of the CRM system is to help them manage marketing daily activities.

But there are other groups who argue that the system's main function is more to how we build relationships with customers/clients.

If we look at the text book on CRM, the core of the Customer Relationship Management (CRM) is to leverage relationships with customers/clients.

For example : regarding customer data sharing. For salespersons and marketers, customer data is a sensitive issue that they do not want to share to their other colleagues. Their reason: competition.

But on the other hand, the sharing of customer data to other sales and marketers, will increase enterprise service to customer/client.

If considered as a mere tool to help employee productivity, the concept of CRM is only limited to: 'Serving the customer is mine, do not need to bother the other customers in this company that is not my responsibility'.

Imagine if customer data can only be seen by one salesperson only. When the salesperson is absent, maybe because of illness, vacation, etc., and at that time his/her customer/client has some issues that can not be postponed, there will be a plenty of time wasted for customer to explain the issue from beginning, it also can reduce employee productivity .

So what to do?

First, the core spirit of CRM must be instilled to sales and marketers in the company. That the main goal to be achieved from the Customer Relationship Management is to improve the quality of relationships with the customers/clienst.

Second, to avoid unhealthy competition among salespersons or a marketers, company need to have right access settings for each user. For example each user can see the detail the customer, but to edit it or add an opportunity, must obtain approval of the user that 'owns' that customer/client. This right access setting is facilitated by SugarCRM
.

In SugarCRM , we can set the permissions level for each module for each user. Permission level varies from: see general information, edit, import, export, etc.
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27 Mar

Customer Relationship Management (CRM) Principles

When it came the time to select the right Customer Relationshop Management (CRM)
for your business, it is important to understand all the benefits of an integrated CRM
system before starting the selection process.

CRM is more than just a product, CRM is a philosophy.

When your company decides to implement a CRM system, there are dramatic change related to customer commitment.

In CRM's main philosophy, customer is the main focus. When your business is viewed from the perspective of customer transactions at every level, you do not have other choice except to deliver a better experience for customers - which in turn increase their loyalty to your company.

Customers can be anywhere: customer / client, marketers, sales person, employees, and partners.

The word "customer" used to be defined easily. Understanding of the "customer" has now expanded include internal employees, and partners.

CRM is more than just a relationship management

Many companies have successfully used some form of CRM system and those CRM
systems may initially seem not much different from one another.

However, the CRM's ability is not just contact management. CRM
system contains more information about your customers. With CRM, marketers and sales persons have immediate access to all the information they need about the customer. Your sales persons can find more information other than contact information before they reach the customers, they can also evaluate the history of past sales, credit information and other financial data. They can even see the information about another company office and send a report to find out what you've orderedm the special price or previous agreements.

Overall, choose CRM if the marketers, sales person, and support department need  a complete and comprehensive picture and information of your customers to achieve success in their work. On the other hand, if your business only requires a glimpse information of its customers, and only has a low total cost of ownership, a contact management software may be a more appropriate choice.

Choice CRM solution that suit your needs

Some companies that sell CRM software might make you believe that you need to buy what they call the company's solutions include all the functionality required by the largest global companies. But for small companies or medium, this may mean paying more than necessary. In fact, the price of these systems are often too high that could not be reached by small and medium companies.

Another benefit of CRM solutions designed for growing companies to medium-sized is that the solutions are more easily implemented and can be directly used. Larger companies may have the time and resources spent to customize the system and integrate with their company. However, medium-sized companies want a CRM solution that they can get and run with ease, speed, and low cost.

SugarCRM is the perfect solution for companies of all sizes from small companies, medium, or large. With the flexibility of SugarCRM owned, existing functionality can be customized to fit the needs of companies with a larger scale.

Reference: http://www.bagooes.com/crm/76-crmrules.html

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27 Mar

The Benefits from CRM System

Benefits Using CRM Software

Customer Relationship Management (CRM) software has become very popular over the past few years. This is due to many people have better understanding what exactly the CRM software, its benefits and how to use it.

The Use of CRM software provides many benefits for the company. Managers can use this software to monitor customers, marketers and their salesperson. Companies can manage customers, marketers and the salesperson is in a wide variety of ways. CRM software, of course, controlling these functions. However, this software has been able to do something more than that. Maybe there is something that not many person realize this when they are faced with CRM software. This CRM software can be used to record the names and important dates. However, this software can also monitor the sales, returns, important dates such as birth dates and anniversaries. In addition, this software can help remind you of the early commitment of people in sales. This avoids them from past deadlines, meetings, and return phone calls, or other matters that may affect perceptions about their customers.

By monitoring the business activities with clients, marketer or sales person, CRM software can help a client feel as an important part of the company. When a client feel important and valued, repeat business transactions will increasingly occur. This is very good for the company and also good for the client. This is because each party benefits from the efficiency created by the CRM software. Without CRM software, chances of a problem occur in interaction between the client and the employee will be even greater.

CRM gives the opportunity to return phone calls right away, send a birthday greeting cards, and promotional offers in accordance with customer agreements. CRM also store customer information in the database so that it would be easier to open again by anyone who has the authority to access it. The most important benefit of CRM software is the ability in letting our customers know that they are important to the company.

CRM software is a powerful tool for end users in the marketing, sales and support department. This software helps them to prepare themselves for what should be done every day. Those who worked in the sales department are always spent a lot of time every day to ensure that they are ready for the next day. They are also always worried about forgetting their customers or appointments. With CRM software, the chances of these problems become lesser.

For many companies, CRM software is a good way to build a business. Sales person will have better interactions with their customers better. Individuals who need to be convinced that they are important to the company can also get these feelings. When they get it, they want to come back in doing business with the company. They also felt that the ideas and their opinions, as well as their business, valued by the company.
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27 Mar

The Benefit from ECM Implementation

What are the benefits for implementing Enterprise Content Management (ECM)?


Efficiency

 

  • Reduce the amount of paper used will reduce storage needs, and reduce the cost space, printing, copying, filing and distribution.
  • The number of documents that are exchanged will decrease, and eventually can increase the speed of business processes.
  • A centralized document storage will allow a user to perform collaboration, reduce copies of documents, and reduce kebutuhand disk space.
  • The ability to have easy search and speed up document searches.



Reduce Storage
Scanning of documents in the form of paper, can reduce the need for storage space.

Document retrieval is more flexible
The time required to retrieve documents would be less, without leaving the desk. And storing the  documents in electronic form would reduce the risk of data loss.

Flexible Indexing
Document and image content can be stored in the ECM and can be full text indexed for searching.

Search functions more complete, fast and flexible
ECM can search for content or documents by using the word or phrase in the document or the content (better known as full text search). ECM can also do the classification for every content and documents.


Controlling Documents Distribution
Document Imaging facilitate electronic distribution of documents with colleagues and clients through a network. In document imaging, the cost can be reduced because the distribution of documents need not be done with paper, and reducing office activities such as printing and shipping paper documents.

Improve Security
ECM provides flexible control and better, especially for confidential documents. ECM provides access rights that can be arranged at the folder level, document level, group level, divisional level and individual level.

Disaster Recovery
ECM provides an easy way to backup documents in off site storage. Using ECM also reduce the risk caused by natural disasters that may occur.

No Lost Files
Loss of important documents could have a major impact and can spend lots of time to replace it. With ECM, the document remains stored centrally, so nothing is lost or misplaced. Even if one puts in the ECM, the document can still be found quickly and easily through full text searching mechanism.

Digital Archiving

 

Sumber :

www.contentmanager.eu.com/dmsbens.htm

 

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27 Mar

What is ECM (Enterprise Content Management)?

Enterprise Content Management (ECM)? is a set of tools and methods that allows a corporation, agency or organization to obtain, organize, store and deliver information crucial to its operation. The fundamental objectives of

Enterprise Content Management (ECM) are to streamline access, eliminate bottlenecks, optimize security, maintain integrity and minimize overhead.


According to the Association for Information and Image Management (AIIM), ECM can be broken down into five major components called capture, manage, store, preserve and deliver. The purpose of each component can be briefly defined as follows:

  • Capture: Create, obtain and organize information.
  • Manage: Process, modify and employ information.
  • Store: Temporarily back up frequently changing information in the short term.
  • Preserve: Back up infrequently changing information in the medium and long term.
  • Deliver: Provide clients and end users with requested information.

Reference : http://www.aiim.org
 

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27 Mar

Software CRM (Customer Relationship Management)

There is a common misconception that CRM software is an application that simply recording customer names, other personal data, and phone numbers. This assumption is not correct. CRM software has more benefits than just to store contacts and remember people's names and numbers only.

Customer names, phone and fax numbers, email addresses and home addresses can also be stored in the CRM software. Additional information such as birth dates, anniversaries and important dates can be stored also in this software. Other valuable information such as customer habits such as : retun information, purchase, purchasing information, reporting, long-term plans are also included in the CRM software. Such information is crucial to improving business efficiency. Many small companies do not feel the need to have this software. However, small companies can have many customer and customer-customer habits can be identified by using CRM software, so companies can predict and anticipate customer orders and correspondence in the future.

Customers who regularly conduct business transactions with companies and often repeat business orders, they want to be treated as someone who is important to the company. This customer will appreciate when their birthdays remembered, when they were asked to follow the survey and give their opinions. CRM software is very helpful in giving an opportunity for business people to identify their customers with just clicks on a button. Because the conversations and phone calls can be recorded easily, sales person who spoke to the customer, in the future can look back more easily on what has been done in the past.

CRM software is basically designed to manage everything so that all customer information can be easily recorded. CRM software can also be used to store information on sales and other individuals because they are also important for business. A company can still be the leader and keep their  happy customer using CRM software to keep monitoring customers, marketers and their sales person.

SugarCRM is CRM software that has full functionality for company to accommodate the needs of Customer Relationship Management (CRM). SugarCRM's functionalities include: account management, contact management, reporting (optional), case management, activities management, etc. SugarCRM's Ability, flexibility and reliability can also be seen from the various awards achieved, some of them: 2009 CODiE Awards, ISM Top 15 SMB CRM Award, Stevie Awards for Sales & Customer Service, Stevie Awards for Sales & Customer Service.

Reference: http://www.bagooes.com/crmsoftware/72-crmsoftware.html
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27 Mar

CRM, Keeping Customers Loyal

Currently, customers/clients is very powerful. Thanks to the growth of the Internet, comparing the company and move from one company to another becomes easier with just one mouse click. However, research has found that customers expect something more reliable than ever.

Relationship with customers is the company's most valuable asset -more valuable than anything. Or we could say : there are no customers = no business. Obtain and retain more customers in the long run is essential. If your customers loyal to your company, they probably would prefer you over your competitors. Loyal customer may tell their friends about your company. Loyal customers that buy in higher numbers and bring more new customers for you. Loyalty is precious. Research has shown that about 5 per cent increase in the level of customer ownership generates about 25-95 percent increase in profits.

It's easy to say that the customer is our most important asset. However, implementing the CRM (Customer Relationship Management) strategy, in essence requires hard work. This means that win the hearts and minds of customers every day with each touch point of every interaction with each customer. Lasting relationship just grew from the belief that obtained from many transactions and the customer confidence that the company hoped to maintain them than let them go.

To create a customer for life, the customer will be a lawyer with the perception (and do not forget that perception is reality), they need to be sure that you do the best for the customer, not just the best for your advantage.

To do this, you will need:
  • Finding out what customers want and know that what you have is already in accordance with those wishes. Do not start by calculating the profit and loss. Profit and cash flow is the result of attention to the needs and desires of your customer. Of course, profit is something important. However, cash flow and profits in the long term comes from the loyal customer.

  • Be honest and stick to simplicity, listen to your customers, communicate openly with them, and keep your promise. Deliver what you say you will do. So far, too many businesses that focus on maintaining customer, ignoring the fact that their product or service is not as it should be. Make sure that the core of what you do is get the long-term customer loyalty, and then find ways to maintain it. Make it easy for them to do business with you.

  • Treat your customers like you want to be treated and then even further, such as the classic adage: exceed their expectations. Give your customers reasons to stay. Good service or good products, never hurt to attract customers in a long time. How about a discount to customers stay? Customer loyalty should be valued and rewarded accordingly.

  • Know your value from your customer, segment, and the group. Find out who has the potential to be faithful. Some customers may be more troublesome than valuable. Monitor what is able to satisfy customers. If it is too expensive or require too much hard work, it is not correct to say that every person should be a customer for life.

  • Use an effective CRM system, do not let the system take advantage of you. Do not be controlled by a salesman or a consultant - make the most of them. They may know the technology better than you. However, let its customers and all things in the lead you to take advantage of technology. CRM system that could be considered is SugarCRM, CRM solutions have won numerous awards and rated as the best solution in its class.


Reference: Richard DS Hill
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