This week I have been working with an interesting client. This client creates orders in CRM and needs the information in Xero (their accounting package) for invoicing. There are many ways of solving this problem. Working with the client, we have reduced the time taken per order by about 30 minutes. At a nominal $50 per hour that is saving this client about $5,000 per month in time alone. Additionally we are saving paper (about a ream per month) and printing resources.
Their process at the moment is
1. Enter the order in CRM
2. Update the status to fulfilled
3. Run a (custom) report
4. Print the report
5. Scan and email the report to another user
6. Second user rekeys the data into Xero
This is the process that was recommended to them by a previous CRM contractor.
From next week their process will be:
Too many CRM projects fail and in doing so, the business experiences an overload of wastage – mostly time and money.
Time spent fixing the problems could have been avoided very easily and the money that has walked out the door in lost sales…well…
This leaves the people, from the CEO to the end-user frustrated, confused and frustrated again.
The major reason for the failure particularly after the project goes live is because users do not use the solution. Users do not use the solution because, to them, its better the devil we know; however, this doesn’t help your organisation move with the fast-paced market that you are in. And as a result your organisation will certainly not be getting the expected return from the business intelligence that the CRM solution is expected to deliver.
If this is you then it is time to ask again what your CRM Solution is meant to do. What results do you want from it?
Most sales managers know the basics about their sales team and the selling process used in their organisation. They know which salespeople are their top, mid and bottom range performers; they know how long a deal takes to come to fruition, the length of the sales cycle, the dollar value of the average deal, and so on.
However,successful sales leadership demands a deeper awareness of what is going on within the sales organisation. Microsoft Dynamics CRM has many ways of helping a Sales Manager get real time Business Intelligence about what is happening within the sales team. In this ebook, I look at five ways that Microsoft Dynamics CRM will help you measure the achievement of your sales team across parameters other than top line sales value. Once you can measure something you can manage it. Until you can measure something you can only make vague changes.
Customers for Life – wouldn't they be nice? Find them ,and they just keep on coming back and your business quietly continues and grows – no marketing required. This may sound like a dream, but it does not have to be.
Perhaps surprisingly, we all have the opportunity to create Customers for Life and for making those customers into advocates for you, so as well as not requiring marketing, you can almost do away with sales as these customers become your sales force – unpaid.< /p>
It costs about six or seven times (on average) as much to find a new customer than to keep an existing customer happy. When surveyed most people who have changed supplier state that the reason that they made the change is because they had been forgotten by the previous supplier, or they did not know who their previous supplier for the product or service in question was.
Making sense of the dizzying array of opinions over CRM (Customer Relationship Management) and strategies is no easy task for today’s business leaders. Additionally, the asymmetry of perceived success ensures that everyone has heard about failed projects that took years, cost $millions and still did not deliver what had been promised.
So decision makers and business leaders wanting to understand the options and to lead a successful project are faced with a massive challenge.
If you choose to ignore it, you are really consigning your organisation, and people, to delivering a labour intensive, and still probably poor, service to your clients, customers, members, parishioners, students etc.. After all good CRM will manage the process of looking after your customers or clients , bad CRM just gets in the way.
Once you have initially deployed CRM, your CRM journey has only just begun. Your CRM solution will grow and evolve as your business grows and evolves – as all successful businesses do.
A good CRM administrator may be the difference between CRM success and CRM failure. Helping this to happen is a key part of the role of your CRM Administrator.
Your CRM Administrator is more than a typical technical administrator of the software. Your CRM Administrator is your champion for the entire CRM solution as shown in the opening image. They do not need to be an internal person, but they do need to be dedicated to your business and to your CRM success. They must not be with only you today, while searching for their next opportunity.
Organisations who do not have that champion, that person who is looking for how your CRM can further help your business grow, tend to suffer in three main ways:
Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal Consultant, Gill oversees all business operations and strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions. We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia. We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring.