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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27 Mar

Change Management in CRM Implementation

The success of CRM implementation is not only about technical things. Even more important is how to approach the end user (division sales, marketing, support), and socialize the CRM from the beginning (before the implementation stage). So the rejection of the end user could be decreased.
In order to successfully implement CRM, especially to be appreciated from the end user, company needs to have change management. Refers to "From Resistance to Acceptance: How to Implement Change Management by Gina Gotsill ', the following management changes strategy can be made for the CRM implementation.

Change management can be effectively done when the company high level management at the company's admit the existence of human beings to refuse the change. In this case the rejection from the end users , in Marketing, Sales and Support division, to change their behavior from manual system to a centralized and automated CRM system.

Change Management focuses on human and how they resist, overcome, and ultimately accept the changes resulting from the use of CRM systems in their activities in the work.

Employees resist the change because of many reasons. They may not understand the reasons that encourage the change or may not agree with the new company direction. Or, they just feel anxious about how the changes will impact on their work activites. The management that recognizes the human tendency to resist change-even when the change is important for business success, can take the initial steps necessary to anticipate a positive outcome.

There are three important steps that must be followed by the executive to implement change in an organization related to the implementation of CRM systems:

Focus to Employees
Managers who do not anticipate any resistance to change, will find the fact that human element can derail a project. A research, conducted by Gartner Group, found that the success rate of technology usage is only about 35-40 percent. From the early stages of implementation, the manager/supervisor needs to approach and provide socialization to the end user how CRM systems can provide benefits for them and the company.
Employees need to be part of the change and they need to be heard. Change management experts recommend that managers socialize the factors that cause changes in marketing, sales and support activities, start from the top and continue to every level of organization. And how their activities would differ before, during, and after the implementation of CRM.

Effective Communication
Corporate communication has an important role in the change management strategy. When employees know and accept the reasons for this change, the manager / supervisor needs to reinforce employee acceptance with the right, practical and inspiring message.



Action Learning
Training through practice can be given to employees by providing a special room where they can learn the CRM system and if there are difficulties can be solved together.
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27 Mar

ECM (Enteprise Content Management) Functionalities

Some functionalities that ECM covers :

  • Document management - check-in/checkout control, version control, security and library services for business documents
  • Web Content Management - ability to remove the webmaster bottleneck, managing dynamic content and content authoring, general ease of use
  • Records management - ability to comply with legal or regulatory purposes, long-term archiving and automation of retention and compliance policies such as admissibility
  • Document capture and document imaging for capturing and managing paper documents - entire scanning process from paper to electronic format
  • Document Centric collaboration for document sharing and supporting project teams - including permissions
  • Workflow for supporting business processes and routing content, assigning work tasks and states, and creating audit trails of who did what, why, when and how

Sumber : http://www.contentmanager.eu.com/ecmq.htm



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27 Mar

Do We Actually Need to Implement ECM

Larry Oliver of FileHold Systems  give some hints to find out whether ECM
will suits our need or not. If these questions often appear in your mind, that mean you need enterprise content management system :

  • "How can we get rid of all this paper and reduce our filing cabinets and offsite storage costs?"
  • "Every version of this contract is different: which is the most recent version? Who was working on it last?"
  • "I can find anything on Google but I can't find the proposal I wrote last month - we need search!"
  • "I need a system that sends me a reminder and gives me access to contracts up for renewal."
  • "Why can't we have electronic workflow to share our work and avoid duplication of effort?"
  • "Everyone has access to my files. I want to restrict documents to only people I want to see them?"
  • "Why does it take forever to get 5 different approvals on a revised policy document?"
  • "How do we stay in compliance with rules regarding record retention?"
  • "Each branch office has their own files on all of the same topic - needless duplication!"

Sumber : http://www.bstormweb.com/fileholdprofile.html


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26 Mar

SugarCRM - Powerful Customer Relationship Management System

Customer Relationship Management (CRM) bukan hanya sebuah konsep atau  sistem, melainkan strategi bisnis dengan tujuan untuk memahami,  mengantisipasi dan mengelola kebutuhan dari organisasi dan pelanggan  yang potensial. Secara ilmiah telah dibuktikan bahwa cost untuk  mengakusisi customer/klien baru jauh lebih besar dibandingkan cost untuk  mempertahankan customer/klien yang sudah ada. Di sinilah peran CRM  sangat menentukan untuk membina hubungan bisnis dengan para customer/klien yang sudah ada maupun membangun hubungan bisnis dengan customer/klien yang baru.

SugarCRM
, yang merupakan solusi CRM berbasis open source yang terbaik di kelasnya, telah mengakomodasi semua kebutuhan dalam membangun dan membina hubungan bisnis yang dimiliki perusahaan.

Why CRM?
  • Cost untuk akuisisi customer baru >> Cost mempertahankan customer yang ada
  • CRM membantu mengidentifikasi dan membuat perusahaan fokus pada customers yang profitable
  • Memberikan loyalitas pada customer melalui better customer service (berdasarkan riset, customer satisfaction meningkat 22%  setelah pemakaian CRM)
  • Meningkatkan sales  dengan mengidentifikasi kebutuhan baru
  • Dengan adanya data customer yang terdistribusi dan di-share produktivitas karyawan meningkat sebanyak 17%
Why SugarCRM?
  • SugarCRM memenangkan : Product of the year (CIS Magazine - 2008), dan Best Open Source CRM Solution Award (Infoworld - 2007 dan 2008)
  • Dipakai di 1,200+ perusahaan di 30 negara dengan 100,000+ end user
  • User Friendly and Flexible
  • Total Ownership Cost yang Rendah di kelasnya
 
 
 

 

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By    Alfresco, Enterprise Content Management System