CRM Trends to Watch in 2017

The worldwide CRM market is expected to be worth $36.5 billion by the end of 2017, predicts Gartner. Not only that CRM is growing faster than any other enterprise software; but the way it is being used is also changing fast. As a marketer, you can expect some new and exciting CRM trends in 2017. These include faster adoption of mobile CRM and cloud-based CRM systems. Being aware of the upcoming trends will help you make the most of this essential sales and marketing tool this year. So, here’s a look at some major CRM trends to watch in 2017.

Artificial Intelligence making inroads into CRM

Too much data is a common problem for most businesses using CRM today. The overwhelming data makes decision-making more difficult for managers. They often get confused between what to use and what not to use. Artificial Intelligence (Al) based CRM could provide a solution to this problem in 2017. The new technology, comprising of features such as machine learning and predictive analytics, will enable marketers to more accurately predict market trends and what type of products might rise to demand in the coming weeks or months. The Al-based CRM tools will do the prediction on the basis of certain parameters, such as buying history of customers, their shopping habits and demographic information.

Faster adoption of mobile CRM

The last year has already seen more and more businesses using mobile CRM apps like QuickDesk, which allow salespersons to manage their prospects on the go. The trend is likely to continue in 2017. In fact, mobile CRM is expected to come to the forefront in 2017. You can expect CRM tools with advanced features and extensions this year. The new and advanced CRM apps are likely to allow for faster data collection and more accurate analysis of the collected data. This will help improve the efficiency of sales process in 2017.

Increase in demand for simplified solutions

Businesses all over the world are now looking for simplified CRM software that can help them reach out to more prospects in less time. This trend is here to stay through 2017 and beyond, say experts. Simplified tools like QuickDesk are easy to implement and does not require you to spend a lot of time and money to train your team members on how to use it. In 2017, companies will increasingly look for improved user experience in their CRM system. For instance, if your CRM software allows you to access real-time customer data on one single dashboard, it would help your sales and marketing departments to make better-informed decisions. On the other hand, your customers will be able to communicate with your company through a single point of contact. This will help enhance your brand reputation and thus maximize your sales.

Vertical CRM to get more importance

2017 is likely to see growth of vertical CRM or industry-specific CRM solutions. Until recently, CRM has been a software category itself, but no further division of the category has been available. From 2017 onward, more and more industry-specific CRM software will be developed, predict experts.

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Key Challenges for CRM Marketers and How to Deal with them

Making the most of your CRM system is challenging. And the challenges keep changing with time. However, the larger goals most CRM marketers want to achieve remain more or less the same. For instance, most companies use CRM software to collect, organize, and analyze customer data, so to help make the job of their sales and marketing teams easier. However, with the data collection system getting more complicated, marketers today may face new problems when it comes to using the data to achieve important sales goals. Let’s take a look at the key challenges for CRM marketers and how they should deal with the challenges.

Too much data

Customer relationship management software helps you monitor customer interactions on a number of marketing channels. For instance, you can keep track of your customers’ activities on social media platforms, and find out how much time they are spending on your website, what they are buying, etc. However, how to use this data to your advantage is the real challenge. Too much data, if not organized well, can actually create more confusion. As a marketer, you should find a way to weed out bad leads from the good ones. That’s the challenge here. One solution could be to use simplified CRM software like QuickDesk that lets you turn data into organized client information. You can find out information about a customer’s buying behavior in different stages of a sales cycle. This insight may help you identify good leads and put more focus on them.

Collaborating sales and marketing

While your marketing team is busy making more people interested in your products and services, your sales team is busy in turning your prospects into actual customers. Because both teams are busy, they hardly get time to follow what the other team is doing. But, marketing and sales complement each other. If you do not integrate them, your overall performance may suffer. CRM software provides you the tools to collaborate both teams, but you need to take the steps to integrate. You can overcome this challenge by giving them access to a single dashboard where both can see each other’s progress. For instance, your sales team can see how many leads your marketing team has generated so far. On the other hand, your marketing executives can find out which prospects are finally buying and which are not buying. More importantly, they can see this in real time. That way, you can integrate your sales and marketing teams and bring more transparency into the system. This eventually helps improve you sales and marketing efficiency.

Incorrect data

Imagine the consequences of business decisions taken based on incorrect, outdated data! It is very important to make sure your customer data is 100 percent correct and updated. However, this is not an easy task, because customers are changing locations, jobs, and phone numbers constantly. To prevent wrong, outdated data from entering into your CRM software, you need to have a system in place for validation. You can use data cleansing tools or conduct manual checks from time to time, for best results.

 

To read our previous article, please click here.

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How CRM Helps Improve the Value of Your Business

Even if you have no plans to sell your business in future, you should know the value of it. Measuring the value is the first step towards boosting it further. In fact, most business owners have a wrong estimate of their business value in their mind. The actual value, when they come to know about it, often catches them by surprise. However, the good news is; there are ways to boost the value of your business. And your CRM software can play a major role in boosting your company’s intangible asset value. Here are some useful tips.

Increasing retention rate

When you use CRM to collect and analyze customer data from a single dashboard, it becomes easier to know which customers are happy with your products and services, and which of them aren’t. This now means you can take the necessary steps to retain your happy customers as well as to satisfy your not-so-happy customers. This is a great way to boost your customer retention rate, which again helps improve the value of your business.

Getting new business

While retaining your existing customers, you should also take the steps to reach out to new customers and expand your business. However, finding or nurturing leads is a time consuming process. Simplified CRM software like QuickDesk makes the job easy for you, with features like auto-dialing, DNC screening integration, and the ability to call or send SMS directly from your browser. You can now use the time you saved on other more important tasks, thereby getting closer your goal of improving business value.

Making marketing more effective

CRM software like QuickDesk comes with features that help boost your marketing efficiency. For instance, the software helps you indentify the buying patterns of your existing customers, and thus decide when to launch a marketing campaign, what marketing channels you should utilize for best results. In the end, a more effective marketing strategy helps boost your brand value.

Improving communication

CRM connects your sales team to your marketing team, your on-site employees to your off-site workers. When all your internal departments get instant access to updated customer data, it becomes easy to serve the customer better. Internal communication improves, so does customer satisfaction.  With more and more customers speaking highly of your products and services, the value of your business increases.

The right use of CRM not only helps you expand your customer base, but it also allows you to make sure your customers are happy with your service. In essence, CRM helps enhance your brand reputation and customer lists – all of which pushes your bottom line and increases your company’s intangible asset value.

 

To read our previous article, please click here.

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How to Use CRM when Marketing to Older Customers

It is a myth that older people are set in their own ways, and they do not want to change brands. The world is changing, so are the older people. Now you can see more dads in their 50s wearing fashionable jeans and tees than ever before. The point here is; older people are more quickly adapting to the new trends than you think. If you are planning to market your products to the older generation, your CRM system can give you the best support. However, for best results, you need to invest in a feature-rich CRM software like QuickDesk, which lets you set goals, monitor prospects, and reach out your target audience faster. Here are some tips on marketing to older customers with CRM.

Identify their preferences

The first thing you need when marketing to any customer group is studying their purchasing behaviours. This is especially true for baby boomers. This is because elderly people have some special preferences. They are often more interested in high-value items, such as houses, cars, and expensive furniture. Also, they tend to pay more attention when you talk about health and wellness. So some products, such as health insurance and retirement savings plans grab their attention faster than any other items do. Of course, your products may not fall in this category, buy when you know their preferences, you are likely to direct your marketing efforts in the right direction. Use your CRM software to study how your older customers behave when it comes to responding to marketing messages. This brings us to the second point.

Personalise your messages

Older people love it when you give them the importance they deserve. Instead of sending a one-size-fits message, consider personalising your marketing messages for a better response rate. For instance, you can include their name and designation in the message or mention about something they are passionate about. This means you need to know their personal details, likes and dislikes, as much as possible, in the first place. CRM keeps track of every customer interaction, which could help you decide how to personalise a marketing message for an older customer. You can also use social media platforms like Facebook and Twitter to approach older customers. Make sure the information you are using for personalization is accurate. The last thing you want to lose a customer only because you mentioned his name wrong in your marketing copy.

Use email marketing

One proven way to get more responses from baby boomers is by running an email marketing campaign. Older people read and respond to marketing emails more often than the Gen-X or Gen-Y customers do. CRM helps you collect, analyse, and organisecustomer data. Now use that information to create focused, personalised emails for your older prospects. Also, cite relevant stats and facts to validate your claims. Older people are more internet-savvy than you think. They often do a thorough online research before buying a product. If you can do the research for them and provide links to websites from where you got the information, your email is more likely to impress them.

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How CRM Helps in Customer Lifecycle Management

Perhaps you currently use CRM software to collect, analyze and organize your customer data. Did you notice how customer behavior changes at different stages of a sales cycle?

Similar to products, your customers also have a lifecycle, and they behave differently at different stages. Thus, your marketing strategy and the way you engage with your customers should vary accordingly. Simplified CRM software such as QuickDesk helps track customer interactions at every stage of the customer lifecycle. These insights enable you to devise effective customer relationship management strategies. There are mainly five stages in the customer lifecycle. Let’s take a closer look at each stage.

Stage 1: Reach

Your aim at this stage is to reach out to your potential customers and gain their attention. At this stage, customers want to know more about your products and services. You should use multiple marketing channels such as social media and print advertising to get your brand message across. With features like auto-dialing, sending SMS broadcast to multiple contacts and DNC screening integration, QuickDesk helps you reach out to your prospects faster.

Stage 2: Acquisition

Here, your primary goal is to collect the prospect’s contact details, including contact number, email, and social profile. At this stage, the customer is interested in your products but is not ready to make a purchase yet. To move customers towards the next stage, your salespeople can start by collecting contact information of customers and entering them into your CRM system. Once you have collected and organized the data, you can use them to implement ongoing communication with your customers through cold calling, email marketing, and social media marketing.

Stage 3: Conversion

Now comes the most coveted phase – conversion. At this phase, the prospect becomes your customer as they make their first purchase. This is your chance to impress the customer by providing them with a great buying experience. If you are selling online, make sure your website is easy to navigate and your payment gateway is secure. You can use your CRM software at this stage to create invoices and send quotations. You can also track the behavior of your customers and find out whether they were satisfied with the purchasing experience.

Stage 4: Retention

At this stage, your aim should be to build a long-term relationship with the first-time buyer. Excellent customer service and after-sales support can help you obtain repeat business from your existing customers. To manage customer relationships at this phase, you need to study your customer’s behaviors and use different marketing techniques for different customers. For instance, you can retain some customers by announcing a loyalty program, while others may be impressed by the good after-sales support. Using a CRM system will provide you with enough information to make an informed decision.

Stage 5: Advocacy

This is the final stage of the customer lifecycle. At this stage, your loyal customers not only continue buying from you, but also promote your brand through word-of-mouth recommendations. Some may even post positive reviews of your products online that will boost your reputation.

For best results, use your CRM software to gain insights into customer behavior and take action at every stage of the customer lifecycle.

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How to Train Your Salespeople to Use CRM

Buying a CRM system is only the first step to increasing your sales. Even if you buy the best CRM software, you may not be able to maximize results if your salespeople are not trained to use it. Most salespeople view CRM as an additional task rather than an opportunity to achieve better results. They choose to skip the learning process and use the time to focus on selling instead. It is difficult to convince them that using CRM software can actually help them sell more. This is why training salespeople to use CRM can be challenging. However, with the right approach and a little planning, you can make the process easier. Here are some useful tips for training your sales team to embrace CRM.

Choose the right tool

The first thing you can do is to choose an easy-to-use CRM system like QuickDesk. Ensure that the CRM software is optimized for sales representatives – it should contain all the necessary features for your sales process, without having unnecessary features that may make it harder for your sales team to use. Next, you should be able to integrate the CRM software with other software systems in your organization, such as your marketing automation software. Lastly, the system should be easy to navigate, as well as provide sales forecasts and details on customer interactions.

Tell your sales team why they need CRM

CRM can be highly beneficial for your company. However, your salespeople will be more invested in using CRM if they know how it would benefit them personally. For example, if they know that the CRM helps them analyze selling trends, identify potential buyers and visualize sales forecasts, they will definitely be interested. Ultimately, you need to tell your salespeople how the new system can help them sell faster and more efficiently – salespeople are most concerned with improving their performance and sales results.

Provide mobile access

Salespeople often need to travel to meet clients and prospects. Thus, it is important for your CRM solution to be easily accessible from any location. Look for CRM apps that are optimized for mobile devices. When choosing a mobile CRM solution, look for essential features such as real-time calling, auto dialing, recorded history and automated activity tracker, lead and task management and Do-Not-Call (DNC) filtering.

Choose the right time for training

Most salespeople are reluctant to adopt CRM as they think learning a new technology will take up time which they can use for selling. One way to reduce rejection is by choosing the right time for training. You should organize training sessions at the beginning of a quarter when there is less pressure for salespeople. Conducting CRM training sessions at the end of a selling period is never a good idea!

Reward your sales team

One way to encourage your sales team to adopt CRM is to reward them for good performance. If someone in the team has adopted the new system quickly, you can make him a team leader and highlight his achievements, to create a positive influence on other team members and encourage them to use CRM. These are little rewards that can go a long way in motivating your sales team to adopt CRM.

To read our previous article, please click here.

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5 Reasons Healthcare Companies should Use CRM

Healthcare companies often struggle to keep records of their interactions with patients, non-patient customers, and physicians. Another major obstacle to their growth is the lack of an organized system to measure ROI. In addition, they also face challenges in implementing workflow automation, ensuring data security, managing compliance and maintaining customer engagement. Simplified CRM Software such as QuickDesk provides a one-stop solution to these problems, which is why more healthcare providers are adopting CRM. If you are still if investing in CRM is worth the cost, here are five reasons why your healthcare organization should adopt CRM.

1. Automated workflows

With CRM, you can automate several repetitive, yet important, tasks, such as preserving medical documents including prescriptions and referrals. Moreover, your staff will be able to access patient data from a single platform. Quick access to accurate and organized patient data will save time, increase productivity and improve service quality, eventually increasing your customer retention rate.

2. Make billing easier

CRM software helps improve your billing system. With CRM, you can keep track of every financial transaction with your patients or vendors. This will help you have a clear picture of your finances without much hassle. You can also use analytics functions to track your accounts payables and accounts receivables.

3. Enhances data security

Healthcare organizations need to have a system in place for protecting sensitive business data and financial information, as they are more susceptible than other businesses to cyber security attracts. CRM software utilizes advanced encryption protocols to tighten data security. With CRM, you can choose who should be given access to your sensitive data and when. Using cloud-based CRM, you can even store your data in the cloud.

4. Improves marketing efficiency

CRM helps you identify your customer groups with the most potential and predict the products that customers are likely to buy. This information helps you plan your marketing campaigns well. You will be able to direct your marketing efforts to customers who are more likely to buy, rather than splurging on one-size-fits-all marketing campaigns. CRM would also help you find out how to target your potential customers, which channels of marketing you should use and the products that you should promote. Overall, this helps to improve your marketing efficiency.

5. Improves customer satisfaction

Knowledge is power. With access to centralized, organized patient data, doctors can quickly check a patient’s medical history and provide advice accordingly. Patients do not need to wait a long time for their doctors to search old records. This improves the communication between patients and doctors. Some CRMs even allow patients to schedule appointments and check medical records on their own. All these help boost customer satisfaction and the organization’s reputation in the long run.

CRM software can also help healthcare companies meet regulatory compliance. Negligence in maintaining patient data often results in penalties for hospitals and nursing homes. A robust CRM system will help healthcare companies preserve patient records in an organized way, eliminating or reducing fines and penalties due to data mishandling.

 

To read our previous article, click here.

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5 unconventional ways to use CRM

If you think CRM software can only be used to improve sales, think again. Most businesses fail to unleash the full potential of this tool. With a little innovative thinking, you will find much more ways to use CRM to your advantage. CRM software lets you collect, organise, and analyse your customer data. Here are five unconventional ways to use this valuable information.

Predict future purchases

A thorough analysis of your customers’ purchase history may help you predict how many of them are going to buy your products in the next season. You can gain insight into your customers’ buying pattern and predict their possible purchases. The analysis would also help you identify any potential risk of losing customers well in advance. That way, you can prepare for any increase or decrease in your future sales.

Monitor your brand reputation

Building brand reputation is possible in the short-term, but it is even harder to maintain a strong reputation over time as it requires consistent effort. If it keeps fluctuating, you should keep an eye on the variable graph at all times. However, knowing how your customers perceive your brand is not easy. Simplified CRM software such as QuickDesk lets you track customer interactions and monitor customer feedback on social media. This helps you to get a clear picture of your brand reputation on an ongoing basis. With feedback such as comments from existing and potential customers across different platforms, you can improve your audience engagement strategies and drive better results.

Identify customers with the most potential

When you run email campaigns or social media campaigns, you may receive a lot of replies from potential customers. While there may be many people who express interest, not all of them would eventually become customers and make a purchase. If you can identify those who are most likely to buy from your company, you can send them a promotional offer to close the deal sooner. However, how would you identify such customers? Your CRM software can help you do this. By collecting data using your CRM software, you can identify which of your potential customers are more likely to make a purchase. Building a brand loyalty helps the business in the long run.

Collaborate and grow

One common reason many projects fail is the lack of collaboration. If your organisation stores data in different databases, you could be hampering the growth of your company. You should ensure that different departments in your company are linked to each other and all of them have access to your customer data on a centralised platform. For instance, you can allow all departments to access your CRM data so that they have access to the necessary information that can help them make informed decisions quickly.

Build partnerships

CRM software allows you to identify potential opportunities to form business development partnerships. Some CRM systems come with features like pipeline reporting and spreadsheet exports. You can use those features to monitor transactions with your customers, vendors, and contractors, and then identify which of these relationships have the potential to become long-term partnerships.

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4 Common Mobile CRM Mistakes You should Avoid

Mobile CRM helps your sales team access customer data anytime and anywhere. With greater insights from data, they can make better-informed decisions and close more sales deals. However, if you want to unleash the true potential of mobile CRM, simply loading the software on your salespeople’s mobile devices would not suffice. You need to ensure that they are proficient and are actively using the system to improve their performance. While more companies in Singapore are adopting mobile CRM software, many make some common mistakes in implementing it. Here are four common mistakes to avoid.

1. Not providing the necessary training to salespeople

There is no point investing hundreds of dollars on mobile CRM if your sales team does not know how to use it. You should provide adequate training to your sales representatives to reap the results from your efforts. Mobile CRM tends to be less complicated than desktop CRM, however, your salespeople would still need training. This will guide them in using the special features, knowing how to import or export customer data and track metrics, among other functions. Besides conducting training sessions, you should distribute user manuals and other helpful guidebooks or documents to support your sales team in learning how to use mobile CRM.

2. Not using mobile metrics

Simplified mobile CRM applications such as QuickDesk allow you to measure the success of your CRM campaign using different metrics. As mobile analytics is capable of making accurate predictions, it can play a key role in guiding important business decisions. Using mobile metrics allows you to track customer retention rates, conversion rates, sales cycle periods and other important metrics that would help you make timely and well-informed decisions.

3. Not choosing a simplified product

When choosing CRM software for use on mobile devices, you should consider whether it is user-friendly. Some products are equipped with unnecessary and complex features, which will lead to your salespeople taking weeks to learn how to use the software. Some of them may fail to adopt it despite giving them adequate training. You need to choose a product that is easy to use and has only the necessary features that you require. It is always a good idea to choose an application that is feature-rich but not feature-heavy. For instance, Quickdesk is available on mobile and provides all the required features to help your sales team drive sales productivity, including importing and exporting contacts, setting goals and tracking activity, real-time calling, and recorded history and automated activity tracker.

4. Ignoring security challenges

It is extremely important to choose a secured CRM system as security risks are higher on mobile platforms. To that end, you should take some important steps. For instance, you should always keep your files encrypted and use a strong password to protect your device from hacking attempts. If necessary, seek advice from experts on how to ensure 100 percent security while using mobile CRM.

If you can avoid the above mistakes, mobile CRM can benefit your business more than you could imagine.

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How to use CRM to improve your brand reputation

Your brand identity is how your customers perceive your company. Their perception depends on various factors, including your service quality, product range, after-sales support, and how you respond to customer queries. If you can consistently deliver good quality on all fronts, customers will eventually start praising your brand. They will value the overall customer experience more than the product or service you are selling. However, earning such a strong brand loyalty and reputation is not easy. It requires consistent effort. Your CRM software can help you strengthen your brand. You can use your CRM to collect and analyse customer data and create, distribute, market your brand message.

Here are some ways to use CRM to boost your brand.

Monitor customer interactions

Simplified CRM software like QuickDesk allows you to keep an eye on real-time customer interactions. You can keep track of the latest interactions between your salesperson and customers easily and even respond to customer queries immediately. When you resolve individual customer queries quickly, customers will be impressed and your reputation will grow.

Respond to customer feedback

With CRM, you can manage customer feedback effectively. CRM systems let you record, analyse and respond to customer feedback in an organised way. For instance, you can analyse customers’ feedback and identify their concerns. Once you spot the pain points of your customers, you can take quick actions to resolve them. In this age of internet and social media, one bad review can harm your brand reputation. On the other hand, a couple of good reviews can boost your brand reputation immensely and build credibility for your brand. CRM allows you to monitor customer reviews and identifies common patterns so that you can respond to them in a timely manner.

Track common factors

CRM helps you gather information and about your customers, such as demographic factors, age, and buying preferences. By identifying patterns in the information, you can categorise your customers and send customised messages to each group. The more targeted and personalised your messages, the more effective they are. For instance, you can announce special discounts or offers on the eve of a local festival for customers that are likely to participate in that festival.

Refresh your brand reputation

At times, you may need to refresh your brand message by improving your marketing strategy to make it more relevant for your target customers. CRM lets you listen to your customers on social media platforms and understand their current perception of your brand. If you find too many negative comments, perhaps it is time to refresh and rebuild your brand image. Your CRM software will help you understand which aspects of your current business are not working. Do you need to change the way you do business now? Do your customers expect more from you? What do you need to change? Once you find the answers to these questions, they will guide you in refreshing your brand reputation.

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How to improve your CRM System

If you are spending a large amount on your CRM software but are still not getting the desired results, you need to review the issues that could be affecting your results. It could be that your sales staff is reluctant to use CRM. Or perhaps, you are not using the latest CRM features. Another possibility is that you are not tapping the full potential of mobile CRM. In fact, there could be many reasons as to why your company is failing to make the most of CRM. Here are some useful tips on how to improve your CRM system.

Integrate CRM across internal departments

One common mistake most companies make is that they integrate CRM only with the sales department. Besides sales, other departments should have access to your CRM system as well. In fact, anyone who deals with customer data should be linked to your CRM system. That way, you will ensure that every department is kept updated on the latest customer data. For instance, your front office executives should have the latest information about potential and existing customers, including the stage that they are at in the buying cycle and whether they are following your newsletter. Without the latest information on how a potential customer is interacting with your sales team or the current stage of the sales cycle that they are at, your front office employees may fail to engage them, missing out on an opportunity to turn the prospect into a customer.

Train your employees

Simply investing in a costly CRM tool is not enough. You need to make sure your employees know how to use it. To that end, you should organise CRM training sessions regularly. Train your salespeople, new hires, managers and other staff in using the CRM software. One method would be to identify your tech-savvy employees and provide CRM training to them first. After they have mastered the necessary skills, they can help to teach other employees in their team. For best results, opt for simplified CRM software like QuickDesk that is easy to use and saves time on training.

Use the latest features

If you want to improve your CRM system, consider using the latest CRM features. Many companies, despite having an advanced CRM tool, fail to make the most of all its special features. Invest in seamless, intuitive technology. For instance, QuickDesk comes with advanced features, such as Real Time Calling and Auto Dialing, Automated Activity Tracker, and Do Not Call (DNC) filtering. You can also create invoices, set reminders for leads, and keep track of your leads. Some CRM software even allows you to schedule appointments with clients from Google calendar or send invites.

Integrate with social media

It is also important to integrate your CRM with social networking platforms. It will help you in finding details about a prospect’s social media activities. For instance, if you have your prospect’s email address, you can easily find all their social media profiles and read their posts. This helps you gain knowledge of the likes, dislikes and buying behaviour of the prospect. Eventually, this will guide you in devising a more effective marketing strategy and increase sales.

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How CRM apps can improve your business

Most businesses in Singapore still operate CRM on their desktop computers. If you are doing the same, you are not maximising the power of your CRM software. To make the best use of your CRM, you need to use it on your mobile device. All you need is to download a CRM app on your Smartphone or tablet. That way, you can access, collect, and analyse customer data on the go from almost anywhere. Take a look at how you can use CRM apps to improve your business, from building brand loyalty or even increasing your stagnant sales.

Improves customer service

Today’s customers are busy. Customers expect quick and excellent service from your sales executives. With CRM apps, your salespeople can respond to the customer immediately, in real time. Moreover, they can access customer data instantly on their mobile device, using CRM apps. This means that they have instant access to relevant customer information that can help them provide a better customer experience.

Improves data accuracy

Maintaining CRM data accuracy is a challenge for many businesses. The main cause for data errors stems from not entering customer data in real time. If your sales team is not connected with the CRM round the clock, they will not be able to enter customer data into the system when they are working on the go. They will probably keep hand-written notes and later update the data into the system from office. This process is time-consuming and increases the likelihood of data errors. Thankfully, CRM apps help resolve this problem. With CRM, your salespeople can enter and update customer information in real time, which reduces the scope for inaccurate data entry.

Boosts productivity

Mobile CRM apps allow for more flexibility. Now your sales and marketing team can utilise the dead time minutes if they want. For instance, they can analyse customer data while waiting at the airport, during lunch breaks, meetings, and even while returning home from the office. There is no need to wait until you reach the office because you have easy access to data anytime. Advanced CRM apps like QuickDesk allow you to gather, organise, and update client information within seconds.    You can set goals, track activity, import or export contacts, and create invoices quickly and easily. All these help boost your productivity.

Improves collaboration

CRM software has been very effective in collecting and analysing customer data for better decision making. Now with the use of CRM apps, you can move a step further in that direction. Your managers can know what is going on the field. They can track activities of sales and marketing executives, assign new tasks, get reports – all in the real time. This helps improve collaboration among your team members.

If you want to make the most of mobile CRM, consider using the right CRM app. Simplified solutions like QuickDesk available on iTunes and Play store, allow you to get the best benefits of CRM.

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Top reasons businesses should adopt mobile CRM

Singapore has the highest internet penetration rate of 80 percent in South East Asia and it has the fastest mobile penetration rate of 152 percent throughout the world. It is no wonder that such a tech-savvy country is leading by examples when it comes to utilising mobile CRM. If your business is using conventional CRM software, it is time to go mobile. That way, you can get access to real-time customer data anytime and anywhere. Here are some major reasons why you should take the mobile CRM leap.

More productivity

Using mobile CRM is a chance for you to increase your productivity. Think about it. Your salespersons will get access to CRM around the clock and from any location as long as they are connected to the internet. Does that not help them to be more productive? Now, they can use the multimedia and search features of CRM software whenever and wherever they want. They can quickly check details about a customer in their mobile phones or tablets before interacting with the customer. Knowing more about a customer would help your sales team to sell more. That brings us to the next benefit of using mobile CRM.

More sales

According to a recent survey among sales managers, around 75 percent of the respondents said that they noticed an increase in sales after using mobile CRM. If not for anything else, you should use mobile CRM for getting more sales.

Access to real-time data

Some companies allow their employees to work from home. Also, most salespersons or marketing professionals today need to work away from the office at least for some hours almost daily. When someone is working away from office, they may not have the latest customer information. They would have access to the information only after returning to the office. With mobile CRM, you do not have this issue. You can integrate the mobile CRM with cloud and hence get instant access to real-time customer data.

Faster delivery

Another benefit of using this mobile tool is that it helps improve your turnaround time for delivery. For instance, let’s say a salesperson receives an order on the go, earlier he would have to reach office or make a call to inform the production or delivery department about the new order. Now they can just enter the information in mobile CRM software, and the messages go immediately to the delivery team. That way, you can save a lot of time and expedite the delivery process.

A step towards mobile workforce

With more and more companies in Singapore shifting to a mobile workforce, mobile CRM could be a useful tool for most businesses. With simplified CRM software like QuickDesk available on iTunes and Play Store, the business now can allow more employees to work from home or on the go. This would also help business save money on office rents and related expenses. Also, employees who are working for your company from home may fall into the category of freelancers, which would help evade employment taxes to a large extent.

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ICV Singapore: Improving Your Business with ICV Grant

What is ICV (Innovation Capability Voucher)?

The Innovation and Capability Voucher helps Singapore businesses to improve and upgrade their operations and processes.

This can be in the form of hiring a consultant or purchasing a pre-existing integrated solution.

In both cases, the service or integrated solutions provider must be pre-qualified by SPRING Singapore and hence listed on their website, and after making their purchase, they can apply for the voucher and get their grant reimbursement back.

Step 1: Is My Company eligible for ICV?

In order for a company can be eligible for the ICV Grant, it needs to meet the following criteria:

• It must be registered and operating in Singapore
• Have at least 30% of its shares owned by Singaporeans or Permanent Residents
• Have group annual revenue of less than $100 million or less than 200 employees

Step 2: Understand what can be claimed for ICV

Each SME is entitled to a maximum of eight (8) vouchers, each worth $5000. These vouchers can be claimed in the form of (1) Consultancy Projects and (2) Integrated Solutions.

(1) Consultancy Projects (Up to 2 vouchers can be claimed per capability area)

1. Financial Management
2. Human Resources
3. Innovation
4. Productivity

When hiring a consultant under this scheme, they can be reassured of the quality of the service as SPRING Singapore pre-qualifies service vendors, and they can have an idea on the deliverables from the vendors as SPRING Singapore lists the project scopes on their website.

(2) Integrated Solutions (max 2 vouchers)

An SME can also make use of the ICV Voucher by purchasing a pre-existing “Integrated Solution” and implementing it in their company’s workflow. SPRING Singapore also has a list of Integrated Solutions as well as a list of provider companies on their site.

Step 3 Know Your Business, Your Goals, and Your Needs

In order to plan for the best use of these ICV Vouchers, it is important to consider the following questions:

• Out of the four key areas (Financial Management, Human Resources, Innovation and Productivity), which is placed at highest priority?
• What are your company’s strengths and weaknesses?
• What is your company’s source of income?
• How is its financial situation?
• What is this company’s plan for expansion?

Use these questions as a starting point to brainstorm and shortlist which service providers you want to engage. And look through the Project Scope and Deliverables on Spring Singapore’s website to determine if what they have is a fit for your company.

For instance, if your company’s main source of income is designing and manufacturing new technology and products, it should focus on the capability area of Innovation.

If your company is looking to expand and hire more people while still maintaining healthy cashflow, it should put its priority on the areas of Financial Management and Human Resources.

Step 4: Determine how and where to spend the ICV Vouchers

Do your research on vendors for Consultancy Projects and the Integrated Solutions.

Shop around before determining which is the best fit for your company. Service Providers for consultancy projects must agree to conduct the project for your company before you can apply for ICV. In some instances, the service provider or Integrated solutions provider can assist you in applying for the ICV Grant.

ICV applications will then be processed within 6 weeks and companies who have succeeded in their application will be notified by email.

These are the 4 simple steps in making the most out of the ICV Grant from Spring Singapore. Remember that no two companies are exactly alike and thus the types of services or solutions that would be the most effective for each situation will differ.

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5 CRM mistakes to avoid in upcoming 2017

Customer relationship management (CRM) software helps a business acquire and retain customers. Within the past few years, there has been a massive adoption of CRM in Singapore. However, companies still make mistakes when implementing CRM software. As a business owner, you should be aware of the best practices in CRM implementation, as well as common mistakes and how to avoid them.

Here are 5 CRM mistakes you need to avoid in 2017.

Unnecessary integration of CRM and ERP

If your business is growing fast, it would be a good idea to integrate your CRM software with Enterprise Resource Planning (ERP) tools. However, this tactic is not suitable for all businesses. For start-ups or businesses with a low sales volume, CRM-ERP integration may not be worth the time and money. Until you can maximize and increase your sales, it may not be necessary to integrate your CRM and ERP systems.

Using price as the determining factor for choosing a CRM software

There is nothing wrong in doing a price comparison when choosing a CRM solution for your business. However, the price is not the only factor to consider. By picking the option with the lowest price, you may compromise on features and end up choosing a tool that does not have all the features that your business requires.

Try opting for simplified CRM software such as QuickDesk that comes with a wide variety of features including DNC filtering, customized emails, lead and task management. It is important to do adequate research, think about all your current and future requirements and find a solution that meets them.

Ignoring social media

One major mistake that companies make is failing to integrate social media with their CRM software. By the end of 2017, there would be around 2.67 billion social media users globally. Within the many customer interactions on social media channels, there is a goldmine of valuable information and insights that you can use to make more informed decisions. If you do not use your CRM software to collect information about existing and potential customers from Facebook, Twitter and other social media channels, you will miss out on a prime chance to gather business intelligence, which will reduce your ability to make good business decisions. While many companies are still using emails and phone calls as their primary modes of communication, this trend is likely to change within the next few years.

Importing incorrect, outdated data

It is important to import complete and updated company data into your CRM system. If you are planning to deploy a new CRM system, you should ensure that the data being imported into the new system is 100 percent accurate and up-to-date. Without the right information, your CRM software will not be effective. It can even be misleading if you use the incorrect information from your CRM system to make decisions.

Not checking for scalability

As your business grows, so does your need to obtain more insightful customer data. When you are buying a CRM solution, you should check that the software not only fulfills your current needs, but is also able to meet your future requirements. Simply put, you need a scalable solution that can be upgraded with more features that you may need in future.

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How to Use CRM to improve your marketing strategy

While CRM is basically a sales tool, it can also be used to strengthen your marketing strategy. If you want to increase sales your already stagnant sales, you first need to improve your marketing. With the CRM software, you can monitor your customers’ behaviour through different stages of the sales cycle. This helps you design a customer-focused strategy for your next marketing campaign.

Here are four ways you can use CRM to improve your marketing strategy.

 

Identifying gaps in sales cycle

CRM helps you measure the impact of each marketing activity in your sales cycle. You can find out when a lead turned into a prospect and how long it took for the sales team to convince the prospect to finally make a purchase. This information helps you identify the strengths and weaknesses of your existing marketing campaigns, especially the gaps in your sales cycle. Once you identify the gaps in the sales process where most of your leads or prospects lose interest, you can take the necessary steps to keep your prospects more engaged at those stages of your sales cycle.

 

Sending personalized messages

It is important to divide your customer base into segments and obtain customer data for each segment. As your business grows, it becomes much more difficult to maintain a structured database of each customer segment. Advanced CRM solutions like QuickDesk help you organize and segment your database according to the information that has been entered by your sales team. Without proper segmentation of your customer data, you may end up sending a generic message to all customer groups. With CRM, you can collect and segregate customer data into different segments. This helps you send personalized messages to your prospects, which improves your marketing effectiveness.

For instance, you can use CRM to find out whether top-level management professionals respond more frequently to e-books or newsletters. For each customer segment, you can also find out which of your marketing activities are the most effective and use these insights to plan your next marketing campaign.

 

Tracking ROI of your marketing campaigns

When you have a limited budget for marketing, you need to make sure that the amount spent on each of your marketing campaigns is well utilized to produce results. It is difficult to measure results without a system in place to track your ROI. With CRM software, you can monitor the results for each of your marketing campaigns and check whether they are generating enough returns. If not, you should revise your marketing strategy accordingly to boost the effectiveness of your campaigns.

 

Allocating budget for marketing campaigns

Without tracking and reviewing results, you may end up allocating too many resources to campaigns that do not generate adequate returns. Allocating budget for your marketing campaigns is not an easy task. You need to have a clear picture of which marketing activities creating maximum results and which are underperforming. By using CRM software, you can gain a clearer view on the performance of your campaigns, and can then make an informed decision about how to allocate your resources to various campaigns.

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Enterprise Sales Meetup (B2B Sales Techniques) – Key Takeaway Points

Last Wednesday, the Enterprise Sales Meetup brought together three panelists from the enterprise sales industry to share on their B2B Sales techniques. The theme of the night was on “Selling to the C-Suite” and here are the key learning points from the speakers:

1. Be Authentic, Build Trust and Support

Rosalina Chai

Rosalina shared the importance of being authentic, as “the messenger may sometimes be as important as the message“. This is because the key decision makers are not only looking at the quality of the product, but of the salesperson themselves.

She shares her own experience of being a C-level executive herself and explained that she would rather delegate the buying decision to the unit head (key decision maker for the specific issue).  She also mentions that C-level executives tend to be older in age, and thus instead of selling them on the specific details of the technology, it would be wiser to sell a vision of what the product or service can do for their company.

In addition, it is important to build trust and rapport with the people that you meet, so that they are willing to overlook small slip-ups and instead listen to you and learn more about your product.

2. Map out Customer Behaviour and the Buying Process

Aju Marjani

Aju spent 16 years doing enterprise sales, and he too emphasizes the importance of human relationships, placing it above systems, processes and products in terms of importance.

In the past, after gaining experience in selling a product, one can map out a buying cycle of a customer and track where the leads are at a current point in time, as well as whether they should continue following up with the lead.

However, in the digital era, information about different products and services are readily available, and potential customers’ behaviours have also changed. They may want to look into competitors’ products, or do more research on their own, and that adds to the complexity of the buying cycle.

3. Tailor Your B2B Sales Pitch

It is important to bear in mind 3 points in any B2B sales situation:

1. The problems or issues the company faces

   • Seek to understand the problem that they are facing
   • Note down their pain points and explain how your product can be the solution

2. The context of the organization

   • There are many stakeholders involved in deciding on and implementing a solution
   • Thus it is critical to have buy-in from these people as well

3. What sales content is communicated at each level

   • Be aware that reaching the C level is not critical to making a successful sale.
   • Connecting with the stakeholders and committee involved in the issue can be sufficient to close a sale

 

4. How does one win a C-level executive to your side?

Joaquin (Jack) Arambulo

It is important to seize an opportunity to connect with C-level executives when given the chance. They can help make your sales process smoother, and in addition, give you an advantage over competitors who have not made a connection to a board member.

Jack gave a few key B2B sales tips:

• Ask questions and listen instead of giving statements.
• Focus on the value that you can bring
• Sell the vision of the product or service

In conclusion, the key factors of conducting B2B sales is to understand that C-level executives are not the be all and end all of the enterprise sales process, and that it is important to connect with the other stakeholders in the company and help them solve their problems. Doing this can also lead to a successful sale.

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Top reasons to integrate CRM with marketing automation tools

Marketing automation is the latest marketing trend. It allows your business to automate important marketing tasks, including list management, web analytics, multi-channel promotion and email marketing.

While more businesses are using marketing automation, not all of them are integrating it with their customer relationship management (CRM) systems. In fact, some companies expect their CRM to do most of the marketing automation tasks. However, unlike marketing automation, CRM systems generally do not provide end-to-end automated services.

To get the best of both worlds, you should integrate your CRM and marketing automation systems. Here’s why:

They complement each other

To obtain more customers, you need to generate and nurture leads. Automating the process would help boost your efficiency, and this is possible with a successful integration of your CRM software and marketing automation. CRM helps gather customer data, while marketing automation extracts valuable business intelligence insights from this data.

Strengthen relationships with potential customers – even before they make a purchase

It takes weeks or months to turn a prospect into a customer. During that time, you need to keep in touch with your prospects and engage them with useful content. It is also important for sales people to enter useful information about their prospect into the CRM system. While CRM helps you identify your potential customers, marketing automation can help you strengthen the relationship with your prospects during the early stages of a buying process.

Identifies good leads

Not all leads eventually become customers. With integrated CRM and marketing automation tools, you can rank your leads in order of their potential.

Here’s how it works: marketing automation can analyse customer data collected by the CRM software and assign scores to every lead. You can then prioritise your sales leads by ranking them in order of importance. With this information, your sales team can convert the leads with the most potential first.

Send customised messages

When you integrate your CRM with marketing automation, it will help you run personalised marketing campaigns. Your customers are more likely to respond to a customised message than a generic one. With CRM, your marketing team can get the relevant information to create customised messages easily, without having to spend hours on the process.

Shorten the sales cycle

Time is money for any business. With marketing automation tools, you can analyse your CRM data and find ways to obtain new customers more efficiently. By shortening the sales cycle, your business can boost profit significantly.

Improves business decisions

By integrating marketing automation and CRM software, you can measure the results of your various marketing efforts, leverage these insights and channel resources well to make more informed business decisions.

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How CRM helps cut costs for your business

It is a fact that CRM software helps to make a business more profitable and kick start stagnant sales. This is done by increasing sales and cutting on expenditure. With CRM, you can get real-time feedback from your clients, track and nurture your sales leads, increase conversion rates and respond to your customers quickly. All these help your business increase productivity and maximise sales. However, that’s not all. While helping your business increase revenues, CRM also helps you cut business expenses. Read on to find out how it reduces costs for your business.

Reduce customer acquisition costs

There are many reasons why businesses need CRM software. And one of them is that it helps to reduce customer acquisition cost. Customer acquisition refers to gaining new customers. Usually, it takes a lot of time and effort to win new customers. For instance, for customer acquisition, you may need to:

• Send emails, reminders, and newsletters to your prospective customers
• Run expensive marketing campaigns and meetings
• Spend time and effort on cold calling and face-to-face consultation

CRM software makes customer acquisition easier and more organised, thanks to features like real-time monitoring and analytics tools that help gain insight into customer’s buying behaviours quickly and cost-effectively.

CRM also contributes in achieving better customer retention rates. QuickDesk’s CRM software comes with advanced features such as DNC filtering, real-time calling, auto dialling, recorded history and automated activity tracker – all of which help in the process of acquiring new customers. Not forgetting, CRM system also helps in your content marketing efforts!

Cut costs by revamping your sales process

CRM also restructures your sales process to increase revenue. With CRM, your staff will not need to keep track of leads, schedule appointments, and manage orders manually. CRM software helps book appointments, set reminders and display unfinished tasks on a priority basis. As a result, your productivity improves, and you can avoid income losses as well. As CRM software helps you schedule and organise your tasks, there is almost no chance of missing out on important ones. Plus, you get more time to focus on customer acquisition. Simplified CRM such as QuickDesk lets you streamline quotations and invoices by creating reusable templates and adding items like items, taxes and fees.

Reduce your travel expenses

Typically, field sales executives bring up more clients than in-store sales representatives. However, now you can reverse the situation and save on the travel costs of your field representatives. CRM software helps in-store sales representatives establish a strong rapport with customers and even acquire new ones from their recommendations. Thus, you do not have to depend only on your field representatives to obtain new customers.

No more misplaced invoices

Misplaced invoices often lead to massive financial losses for businesses. CRM systems can flag all misplaced invoices for you to follow-up immediately. Digital invoices also save you the trouble of manual invoicing. Paper invoices are labour intensive and take up too much time. With CRM, you can save on printing material as well. Another challenge of using manual invoicing is that they are prone to errors. With CRM software, you can save both time and money on invoicing.

Reduces costs with email integration

Effort translates into money and businesses should focus on channelling it in the right direction. Using any good CRM software, like QuickDesk, you can communicate seamlessly on email even as you chat or call your customers. Updating lead data with Gmail is easy. You can simply access your emails and share them with the rest of the team over the mobile app. These emails can also be referenced quickly while you’re still on a call.

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How to nurture leads using CRM

No matter the size, all businesses need a system to develop relationships effectively with prospective buyers at throughout the sales cycle. In marketing terms, this process is known as lead nurturing.

Lead nurturing is a long-term process in which you track your leads to maximise conversions, thus helping to kick-start your stagnant sales and boosting your marketing efficiency and increasing sales. According to a recent study by market research firm Forrester, lead nurturing helps boost sales by 50 percent at costs that are reduced by 33 percent.

Customer relationship management (CRM) software helps you organise your database and nurture your leads by maintaining timely interaction. Here are some useful tips on how to use CRM software for lead nurturing.

Have an organised database of your leads

Without an organised database, lead nurturing becomes difficult to manage. When you have a large database of leads, tracking and engaging them regularly requires a well-organized system.

In order to improve your engagement and ensure it is relevant to your leads, you could store the latest information about your leads in your CRM system so you can access them whenever you need. To maintain consistency when using the CRM software, ensure that all team members enter data using the same format. For instance, if you use the abbreviation ‘CMO’ for Chief Marketing Officer, make sure that every member of your team is doing the same (i.e. entering the abbreviated form).

It is also important to categorise your leads. Consider using CRM software that allows you to create custom fields so that you can categorise your data in a manner that is most relevant to your organisation. For instance, if you are running a bus rental company, you may want to create separate categories for corporate guests and general tourists.

Track your leads

CRM helps you track and review your interactions with prospective clients. You can monitor how your engagement with leads across different platforms, such as social media and phone calls. With a thorough review of all interaction, you can assign leads to different categories depending on their position in the sales cycle. Prospects which are ready to make a purchase would be considered hot leads, while cold ones would still need to be nurtured. With a clear view on the status of every lead, your sales team can plan their marketing campaigns accordingly. This allows you to time your interactions with leads well and increase your chances of conversion.

Engage leads with the right content

Ensure that your prospects are given enough information to make an informed buying decision. To do so, you should first identify their pain points and the information they would need to make a purchase decision. Once you understand their needs and have identified the most relevant information for them, you can then develop content and engage them accordingly. For instance, some of your prospective customers may be looking for e-books to develop their knowledge, while others who are considering your products and services would like to view testimonials. With CRM software, you can find out and track what your prospective customers are looking for at various stages of the sales cycle, allowing you to deliver the right content at the right time. This will help you establish your business as one that delivers excellent service and value to the customer.

Use automation to ensure timely interaction

It is important to interact with your leads at the right time. For instance, if a prospect has shown interest by downloading an e-book on your website, you may want to send a follow-up email quickly to further engage and develop their interest. With automation features provided in your CRM software, you can track the actions of your prospects and react to them in a timely manner.

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