Microsoft Dynamics ERP: GP, AX, NAV, CRM ? which one to select

Being in MRP implementation, customization, integration, data migration/conversion business for many years, we would like to give you some orientation, in the case if you are on the way of ERP selection for your company. 

Being in MRP implementation, customization, integration, data migration/conversion business for many years, we would like to give you some orientation, in the case if you are on the way of ERP selection for your company.  In this small article we will be talking about Microsoft Business Solutions ERP brands only, you can check our future publication to get similar orientation on Oracle and SAP ERP products.

• ?Legacy? vs. ?Modern? ERP.  It might not be the focusing question, however we?d like you to look at the ERP products from this perspective: Java/EJB Sun Microsystems conception is less then 10 years old, and now Microsoft .Net/C# construction is in the process of getting market from Java.  Similar time test should be given to ERP system ? if the system has legacy architecture ? it might be candidate for replacement or be seriously re-written/renovated.
• International aspect.  If you think your company is and always be focusing on the US market and will do business with local folks only ? this paragraph might be skipped.  For the rest of us ? and we are in this cohort ? we should watch closes Microsoft Business Solutions international policies.  When Great Plains Software and Navision Software were independent software vendor and being forming their international policies completely independently from one another ? both had intentions to expand to all the world markets: USA, Europe, Australia, Asia, Africa, South and Central America.  Now, when Microsoft sells all former GPS and Navision ERP products ? it can choose one product over the other to promote on the regional market ? simply due to the fact that it has to invest into ERP localization.
• Microsoft Dynamics GP - Great Plains.  Great Plains Software pioneered in the earlier 1990^th with its graphical and DB platform independent product for Mac and Windows: Great Plains Dynamics.  The shell was written on C programming language and was named Great Plains Dexterity.  Currently with Microsoft Dynamics project initiative ? Microsoft renovated Dexterity ? it supports now COM object calls and so XML web services, but it is not pure .net application/shell ? Microsoft is investing in web interfaces for Microsoft Dynamics GP ? Microsoft Business Portal for GP is very good example.  Microsoft Dynamics GP incorporated all the best technologies from Microsoft Office to .Net, but its design was done more then 10 years ago.  Microsoft Dynamics GP 9.0 is available in English, Latim Americal Spanish and Canadian French, plus German, Dutch and French/France versions will be available for version 9.0 only ? they will not be supported for future version of Dynamics GP.
• Microsoft Dynamics NAV ? Microsoft Navision - Navision Attain.  Navision Software was established in 1994 and since then it gained European ERP mid-size and portion of USA market, especially for light manufacturing.  Navision success should be attributed to Denmark software development market miracle of earlier 1990^th.  Navision went even further into graphical and DB platform independence ? it designed its own database platform ? C/SIDE ? Navision separated SQL coding from the database itself.  Currently MBS promotes Navision on MS SQL Server platform and its database independence is losing its actuality.  Navision was localized by MBS to the majority of East European, South American and other emerging markets ? if you are in Europe, South America, Asia and looking for supported reliable solution on your regional market ? you should look at Navision first.
• Microsoft Dynamics AX ? Axapta.  Axapta was the newest ERP designed by Navision Software prior to its acquisition by Microsoft.  The architecture is dated at the end of 20^th century.  Axapta needed some time for Microsoft to get upper mid-market ground ? traditionally occupied by SAP, Oracle, PeopleSoft, JDEdwards.  Currently Microsoft is localizing Axapta to Brazilian market ? due in April 2006.  Very good chances are in East and Continental Europe, including UK.  In 2005 US Microsoft Business Solutions regional and nation-wide VARs invested into Axapta consulting practice ? training and certifying consultants, marketing campaign, etc.  Very good chances for Axapta for US mid-market and and upper mid-market clientele and prospects
• Microsoft Dynamics CRM.  Microsoft Dynamics CRM 3.0 or simply Microsoft CRM 3.0 is promoted by Microsoft Worldwide.  So, do not question it from the international perspective ? you will have integration with Microsoft Dynamics GP, Navision (through third party integration), Axapta ? in progress, plus with IBM Lotus Notes Domino ? via Alba Spectrum Lotus Notes integration.

Please do not hesitate to call or email us: USA 1-866-528-0577, 1-630-961-5918 help@albaspectrum.com

Andrew Karasev is Chief Technology Officer at Alba Spectrum Technologies ( http://www.albaspectrum.com http://www.greatplains.com.mx http://www.enterlogix.com.br ) - Microsoft Business Solutions Great Plains, Navision, Axapta MS CRM, Oracle Financials and IBM Lotus Domino Partner, serving corporate customers in the following industries: Aerospace & Defense, Medical & Healthcare, Distribution & Logistics, Hospitality, Banking & Finance, Wholesale & Retail, Chemicals, Oil & Gas, Placement & Recruiting, Advertising & Publishing, Textile, Pharmaceutical, Non-Profit, Beverages, Conglomerates, Apparels, Durables, Manufacturing and having locations in multiple states and internationally.
We are serving USA Nationwide: CA, IL, NY, FL, AZ, CO, TX, WI, WA, MI, MA, MO, LA, NM, MN

 

CRM On Budget: How To Develop and Stick To a Realistic Budget for CRM

It seems that having a project come in On-Budget is the holy-grail of project management, especially when it comes to CRM projects. With their 70% failure rate, CRM projects represent a significant risk to a small business' financial health and warrants more "measure twice, cut once" consideration before beginning.

Coming in On-Budget does not mean you managed to squeeze your project into whatever arbitrary budget you came up with when you first started. It also doesn't mean that you started with an overly generous budget.

It does mean that you develop a budget that takes into account an analysis of 4 critical areas:

1. PAYOFF. You need to know exactly how your CRM system is going to generate ROI. This will help you focus your project on the right areas. By knowing how you expect payoff to be achieved, you can plan to achieve it.

2 RISK. You need to figure out where the risk is in your project because "risk=expense". By figuring out what can go wrong, you can take measures to minimize and contain that risk.

3. SERVICES. Be sure to fully account for the variety of services that will be required. A few often overlooked areas that can increase your services bill significantly incoude: meetings, testing time, debugging time and "while you're here..." time.

4. TECHNOLOGY. Choosing the wrong technology is can be a huge waste of money. From the worst case scenario of a totally failed project to having to spend extra money to make the wrong software do things it wasn't intended to do.

What makes putting together a realistic budget so difficult for small businesses is that it's not what they do and they don't have the experience of having done several before. It's not what they do. So, they rely on the Sellers of CRM who have their own vested interest in not scaring off their customers with numbers that are perceived to be too expensive.

By putting together a realistic budget, you may very well find that the project is going to cost much more than you were intitally prepared to spend. It's best to find this out now and before you "sign on any dotted lines".

If you do find out the project is going to cost more, here are a few ideas of what to do:

- WAIT & SAVE. Perhaps you need to wait 6 months until you have a bigger budget. Use this time to get prepared for the project: learn more about the software choices, make sure you're business processes are as fine tuned as they can be, and focus on how CRM software will generate ROI.

- GO AHEAD. It may be more money than you were expecting, but may still be within your budget. If you're clear on how the CRM system is going to generate ROI and you're otherwise ready, go for it!

- SCALE DOWN. If you have a very clear idea of how the CRM software is going to achieve ROI and you can't afford the full project, focus in a smaller area to begin with that will have a payback. Use this payback to help fund future projects. It's always a good idea to start with smaller, high-payoff projects first.

- FIND MORE ROI. If you have a really clear and compelling business case for how a CRM system is going to improve your bottom-line, it's much easier to find the necessary funds to implement it.

- DOUBLE CHECK. Make sure you're choosing the right technology. Cheap software can often be expensive to implement. Double check to make sure you're basing your budget on the right CRM software. You may find that a software that costs more in licensing, ends up being an overall more affordable solution.

Coming in On-Budget means you started with a realistic budget. The Insider's CRM Success System goes into great detail on how to develop a realistic budget and provides the control forms and worksheets you'll need.

Scott Gingrich, founder of The CRM Coach (www.thecrmcoach.com) is the creator of "The Insider's CRM Success System", the world's most complete and only CRM Success System guaranteed to save thousands, developed specially for small business.

Microsoft CRM Customization: MS Exchange Transport SMTP Event Sink

Microsoft CRM Customization: MS Exchange Transport SMTP Event Sink

 by: Boris Makushkin

Microsoft CRM has variety of customizations options and tools. The official and the most popular is Microsoft CRM SDK: collection of C#.Net and partially VB.Net classes, methods and code samples. Here we would like to give you more complex case, when you call CRM SDK customization from custom MS Exchange event handler we are improving the functionality of MS Exchange MS CRM connector.

Imagine the case when you want outgoing email to be captured and placed into CRM, attached to Contact, Account or Lead they should belong to. If this is realized your salespeople can use any email tool to send their messages, they do not have to do it in CRM or Outlook Client for CRM.

MS Exchange OnSyncSave database event cant work with Sent folder it doesnt fire when message goes to Sent folder. The reason is described here:

PRB: Store Events Do Not Fire on the Outbox or Sent Item Folders

http://support.microsoft.com/default.aspx?scid=kb;en-us;Q297274

Please, see SMTP Event Sink example in this article: http://support.microsoft.com/default.aspx?scid=kb;en-us;317327. Event handler works OnArrival event:

void ISMTPOnArrival.OnArrival(CDO.IMessage msg, ref CDO.CdoEventStatus EventStatus)

{

log = LogManager.GetLogger(typeof(ShieldsUp));

DOMConfigurator.Configure(new FileInfo(Environment.SystemDirectory + "/CustomerApp/log.config"));

try {

ProcessMessage(msg);

}

catch (Exception ex) {

log.Debug(ex.Message + " " + ex.StackTrace);

}

finally {

LogManager.Shutdown();

}

}

The class:

// ComVisible enables COM visibility of this class. The default is true.

// Explicitly setting this attribute to true, as shown below, is useful

// if ComVisible is set to false for the namespace and you want the

// classes to be accessible individually.

[ComVisible(true)]

public class ShieldsUp: CDO.ISMTPOnArrival

{

Next the handling works similar to SyncSave handler:

private void ProcessMessage(CDO.IMessage msg)

{

string sFrom;

string sTo;

string sSubject;

string sBody;

string sSensitivity;

try

{

log.Debug("Firing Up ProcessMessage()");

sSubject = msg.Subject;

sBody = msg.TextBody;

sFrom = msg.From;

sTo = msg.To;

if (msg.Fields["urn:schemas:mailheader:sensitivity"].Value != null)

sSensitivity = msg.Fields["urn:schemas:mailheader:sensitivity"].Value.ToString();

else

sSensitivity = "Normal";

log.Debug("Message From: " + sFrom);

log.Debug("Message To: " + sTo);

log.Debug("Subject: " + sSubject);

log.Debug("Sensitivity: " + sSensitivity);

log.Debug("Body: " + sBody);

In deployment you should consider the following the handler will work only in the case of SMTP protocol delivery. If you use Outlook or Outlook Web Access, then delivery uses MAPI and OnArrival doesnt fire. Please see this article: http://support.microsoft.com/default.aspx?scid=kb;en-us;273233

The elegant fix is two SMTP gateways, find it here http://support.microsoft.com/default.aspx?scid=kb;en-us;Q288756

Boris Makushkin is Lead Developer in Alba Spectrum Technologies USA nationwide Great Plains, Microsoft CRM customization company, based in Chicago, California, Colorado, Arizona, New York, Texas, Florida, Georgia and having locations in multiple states and internationally (www.albaspectrum.com), he is Microsoft CRM SDK, Transact SQL, C#.Net, Crystal Reports and VB.Net developer. Boris can be reached: 1-866-528-0577, borism@albaspectrum.com.

 

Microsoft CRM Selection

Microsoft CRM Selection

 by: Andrew Karasev

Microsoft CRM is recent (2001) CRM answer from Microsoft and attempt top get market share from traditional vendors: Siebel, Oracle, Onyx. Now it is targeted to the whole spectrum of horizontal and vertical market clientele. It is tightly integrated with other Microsoft Business Solutions products such as Microsoft Great Plains, Solomon, Navision (the last two in progress).

We would like you to give you Microsoft CRM selection advise, based on our MS CRM consulting practice, going back to its inception in 1999. This article is written in FAQ style for beginner level

1. What is your industry how strange it may look close to 40% of our clients or so-called orphan clients who needs help with Microsoft CRM customization are freight forwarding, transportation companies, who needs either improvement in Exchange-CRM connector or MS CRM integration with their freight forwarding system, where they would like to see on the fly resent shipment info. And also to mention freight forwarding companies are usually large (more than 50 CRM users)

2. How comfortable you are with Microsoft technology in-house support The old-days idea of Apple computer was to make computer absolutely intuitive and working for housewife. Now we know that this is not realized so far. If you compare MS CRM with Siebel you will see that MS CRM requires y0u to have Microsoft Certified people in staff. Everyone knows that Microsoft is so innovative that each product requires daily service packs and patches

3. Do you have Great Plains, Solomon or Navision CRM is usually integrated with ERP system and if you are looking at MS CRM you should benefit if you have ERP from Microsoft Business Solutions (Great Plains, Solomon, Navision, Axapta or Small Business Manager - SBM)

4. Operating System Philosophy - Microsoft likes clients who have no UNIX/LINUX/IBM/Apple etc inclination and staked on Microsoft Windows 2003/2000/XP/Longhorn, preferably staying on Intel platform (No AMD Athlon 64)

Have fun in selection and decision. We are here to help you: 1-866-528-0577

Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Microsoft CRM, Microsoft Great Plains customization company, based in Chicago, Arizona, Colorado, California, Texas, New York, Georgia and Florida and having locations in multiple states and internationally (www.albaspectrum.com), he is Dexterity, SQL, C#.Net, Crystal Reports and Microsoft CRM SDK developer. akarasev@albaspectrum.com

Customer Relationship Management With Microsoft

Successful companies recognize the importance of customer service and although that can be accomplished the old fashion way with pen and paper which is very ineffective or the new, effective method using Microsoft Dynamics CRM Software.

Stats show that customer service and thus customer satisfaction has taken a real drop in the last decade, When it comes to customer relationship management more and more companies are jumping on the bandwagon and beginning to work towards bringing customer services back into the forefront. But raising those levels requires a comprehensive plan.

That company slogan you?ve got about the great customer service ? well it?s time to live up to it. Microsoft Dynamics CRM software can be an integral part of your plan. Here are some simple steps to get you started.

1. Understand the vision, mission, and goals of your company.
2. Define what it is you want to provide for customer service and which direction you want to head.
3. Ensure that customer service is defined as a key element of your business and ensure all levels of the company know where they stand with customer service.
4. Invest in your CRM software and get things rolling.
5. Hire the right people to carry out your vision

When you implement a Customer Relationship Management solution for your company you make everyone that works for the company accountable. Everybody understands that anybody can handle the problem. No excuse, no passing it off with the hope that somebody else will pick it up. Suddenly entire workforce is on the same page.

You need to establish an effective delivery process so that you are providing smooth, uninterrupted service to your clients. Your service delivery system should be transparent from beginning to end. That?s what CRM software does just that and it?s so flexible that as your company grows or changes with they times your CRM solutions can easily change never missing a beat and creating no interruption in customer service.

Microsoft Dynamic CRM is empowering. There?s no need for somebody to go digging for information before they can help the customer. There?s no need to be looking at old information and then trying to make a decision.

Today?s market is extremely tough. With so much new competition making it to market keeping the revenue becomes even tougher. Using CRM is an excellent way to maintain your revenue and increase it by building customer loyalty. The company that get?s on the customer service and loyalty bandwagon is going to reap the benefits long-term.

Microsoft Dynamic CRM will save your company time and money and it will provide instant answers to your customers from start to finish and beyond allowing for excellent follow up servicing.

The result is that customer service improves dramatically and thus so does the profit line. In order to deliver outstanding service it is essential that you build long term customer relationships and the way to do that is by utilizing Microsoft Dynamics CRM software.

Sayed Ally, is the lead CRM Analyst. His company provides, MS CRM. Sayed can be reached at Tel : (905) 815- 1995 ext 22, email: aSayed@cqsolutions.com.

CRM 101 ? The Basics of Customer Relationship Management

What is CRM?
CRM, or Customer Relationship Management, can be defined as a software program, business strategy, or internet system that helps a business manage and organize its customer database. This includes contacting customers more efficiently, keeping leads hot, aiding in workplace effectiveness, and generally improving customer service and business relationships.

How Does CRM work?
Essentially, CRM works by allowing a representative or agent to access detailed customer information quickly and efficiently while the client is on the line. This means less hassle for the client and a quicker transaction.

For example, say a client contacts a company representative about possibly purchasing the company's product. With CRM, the representative would be able to see if the client had bought anything previously, and if so, what their name is, their age, how long they've used the company, what products they've bought before, how often they buy the product, and much more. This would then allow the representative to suggest and recommend the product or service option that best suits the customer in a timely manner.

Who does CRM benefit?
The beauty of CRM is that is benefits both the customer and the business or service provider. Customers receive a higher level of customer service because their needs are met and anticipated, allowing them to relax through transactions that are often much quicker than they're used to.

The business benefits via improved sales, higher customer confidence and satisfaction, and a more effective work environment. With CRM, a small business or large corporations can know what its customer wants; thus it can provide the service or product the client wants, keeping them as a repeat customer and gaining greater sales volumes.

What are some CRM applications?
CRM applications are created around the same idea as a spreadsheet, where values can be filled in and tabulated to quantify, analyze, and interpret data. A CRM application can both collect and analyze information simultaneously. This means faster, better applications and better ease of use. Clients can download, share or install these programs at their leisure via sites like Salesforce.com.

What is online CRM?
Online CRM is where a business uses an online system to manage its CRM. Straightforward and easy, online CRM is an option often taken by smaller businesses as it allows any representative to access a client's information immediately, without hours of tedious training. A example of an online CRM system might be a 24-hour call center.

What is web based CRM?
Web based CRM is where a business uses real-time updates that are integrated with their existing CRM system. This allows new information to be accessed immediately without any time lapse. It is different from a software-based Customer Relationship Management program in that it allows for live, as-it-happens updates. Thus customer information is always fresh and current.

How do CRM systems help businesses?
CRM systems help businesses by improving customer service and relationships, generating quality leads, monitoring accounts more effectively, always keeping data fresh and ready so leads don?t grow cold, allowing mobile CRM (orders through a mobile device), and managing sales.

Salesforce.com is the world's first on-demand application service and a giant in the field of CRM. With over 24,000 customers, over 500,000 subscribers, and a 97% customer satisfaction rate, Salesforce.com continues to lead their field. To find out more about them, please visit www.salesforce.com .

Customer Relationship Management

What is customer relationship management?

Customer relationship management, or CRM, refers to reliable systems, processes, and procedures that allow companies to better manage customer relationships. It is a corporate level strategy that focuses on creating and maintaining effective communication with its customers. Ideally, a sound CRM strategy should develop an end-to-end process that encompasses sales, customer service, and marketing.

A successful customer relationship plan can manage all business-related operations and interactions with customers simultaneously. It often includes special software programs, called CRM programs, which aid companies in tracking and organizing their customer base.

Customer relationship management is just that: learning ways to manage the happiness of your customers by giving them what they want, increasing the effectiveness and profitability of your product or service by adapting them to customer preferences, and creating communication channels between sales reps, sales managers, and the customers they serve.

What are some ideas for successfully implementing a customer relationship management strategy?

There are numerous ways to successfully implement an effective CRM program. Here are some ideas that will start you thinking about the ways you can create a richer and more truly customer based culture. You can improve, adapt and reform your customer relationship plan by such methods as:

? Providing product information and support via a hotline or a website. This would allow customers to better use and understand specific products or services, and get any technical answers they need;

? Creating custom applications that offer point-and-click customization, real-time analytics, ease of use, tracking of all contact points between customer and company, and fast online and offline access to data;

? Implementing a mechanism to quickly schedule and manage follow-up sales calls and create clear, well-built information pipelines and channels of communication;

? Creating a simple, easy and intuitive user interface that is friendly to computer experts and neophytes alike. Thus, even those reps who feel uncomfortable using a computer could easily go online and check out statistics and other information;

? Devising a quick system for correcting service problems before they affect other customers, answering customer questions or complaints, and handling any other problems that might arise.

How does customer relationship management actually improve a company's relationship with its clients?

CRM improves relationships between customers and companies because it allows a company to meet the needs of the customer by keeping track of their interests and improving products and services accordingly.

For example, if a company implements a customer relationship management technology
program for a specific product, they can track how much the customer uses the product and how much they repurchase it, allowing the company to grow and adapt the product to the customer's needs.

Used correctly, a solid CRM program can increase customer loyalty, decrease the customer turnover rate, decrease marketing costs, and increase revenue and profits. Essentially, it greatly improves the way your company and sales reps or other professionals do business with customers.

What technical functions should a customer relationship management program have?

A CRM program should have the ability to interface with users through mobile phones, internet, and other similar communications channels. It should also take into account workflow and have the ability to assign sales requests, sales opportunities, and other such assignments to groups or an individual. More importantly, it should be scalable and easily expandable over a very large or small scale.

This means that as long as the customer relationship management system is properly programmed, everyone from the smallest business to the largest corporation should be able to implement an effective CRM strategy.

Implementing an effective and efficient customer relationship management system is the best way to increase consumer confidence in your product or service and stay in touch with your customers, thereby increasing the effectiveness of your product or service.

Salesforce.com is the world's first on-demand application service and a giant in the field of CRM. With over 24,000 customers, over 500,000 subscribers, and a 97% customer satisfaction rate, Salesforce.com continues to lead their field. To find out more about them, please visit www.salesforce.com .
seo experts

What is Customer Relationship Management?

 Customer relationship management, or CRM, refers to reliable systems, processes, and procedures that allow companies to better manage customer relationships. It is a corporate level strategy that focuses on creating and maintaining effective communication with its customers. Ideally, a sound CRM strategy should develop an end-to-end process that encompasses sales, customer service, and marketing.

A successful customer relationship plan can manage all business-related operations and interactions with customers simultaneously. It often includes special software programs, called CRM programs, which aid companies in tracking and organizing their customer base.

Customer relationship management is just that: learning ways to manage the happiness of your customers by giving them what they want, increasing the effectiveness and profitability of your product or service by adapting them to customer preferences, and creating communication channels between sales reps, sales managers, and the customers they serve.

What are some ideas for successfully implementing a customer relationship management strategy?

There are numerous ways to successfully implement an effective CRM program. Here are some ideas that will start you thinking about the ways you can create a richer and more truly customer based culture. You can improve, adapt and reform your customer relationship plan by such methods as:

? Providing product information and support via a hotline or a website. This would allow customers to better use and understand specific products or services, and get any technical answers they need;

? Creating custom applications that offer point-and-click customization, real-time analytics, ease of use, tracking of all contact points between customer and company, and fast online and offline access to data;

? Implementing a mechanism to quickly schedule and manage follow-up sales calls and create clear, well-built information pipelines and channels of communication;

? Creating a simple, easy and intuitive user interface that is friendly to computer experts and neophytes alike. Thus, even those reps who feel uncomfortable using a computer could easily go online and check out statistics and other information;

? Devising a quick system for correcting service problems before they affect other customers, answering customer questions or complaints, and handling any other problems that might arise.

How does customer relationship management actually improve a company's relationship with its clients?

CRM improves relationships between customers and companies because it allows a company to meet the needs of the customer by keeping track of their interests and improving products and services accordingly.

For example, if a company implements a customer relationship management technology
program for a specific product, they can track how much the customer uses the product and how much they repurchase it, allowing the company to grow and adapt the product to the customer's needs.

Used correctly, a solid CRM program can increase customer loyalty, decrease the customer turnover rate, decrease marketing costs, and increase revenue and profits. Essentially, it greatly improves the way your company and sales reps or other professionals do business with customers.

What technical functions should a customer relationship management program have?

A CRM program should have the ability to interface with users through mobile phones, internet, and other similar communications channels. It should also take into account workflow and have the ability to assign sales requests, sales opportunities, and other such assignments to groups or an individual. More importantly, it should be scalable and easily expandable over a very large or small scale.

This means that as long as the customer relationship management system is properly programmed, everyone from the smallest business to the largest corporation should be able to implement an effective CRM strategy.

Implementing an effective and efficient customer relationship management system is the best way to increase consumer confidence in your product or service and stay in touch with your customers, thereby increasing the effectiveness of your product or service.
Diane Newsom writes for salesforce.com a leading producer of CRMsoftware and customer relationship management information

The Secret To Building Good Customer Relationships

While it may be your first reaction to make new sales or pursue bigger clients, the truth of the matter is that you should be paying attention to your existing customers as well. The secret to getting sustainable repeat business is to follow up with every customer, and an effective follow-up begins immediately after the sale. You should give the customer 24 to 48 hours and then phone them up just to say thank you and find out if they are pleased with what they purchased.

1. Educate Customers

Intentionally make a habit of pointing out to customers what excellent service you provide. Failing to constantly and repeatedly get in your customers face highlighting your over-the-top service is equivalent to losing customers. If you want to talk with customers in store, be sure to use a newsletter. It is a good idea to have an online newsletter as well.

2. Keep it personal

Instead of sending an e-mail, send a handwritten letter. Or at least follow up and leave them a voice message. Failure to be in constant communication is equivalent with the customer percieving that they aren't getting any additional service at all.

3. Be Aggressive About Collecting Data

If you need to collect data, be aggressive about it. Most people won't want to take even a moment of their day out to tell you about your business. Keep things simple and short - ratings should be out of 5 or 10 and never require a written response. The total time needed to do the survey should be under 30 seconds. You should give incentives to the customer such as a chance to win $1,000.

4. CRM in Business

The use of internet sites and specifically e-mail, in particular, are often touted as less expensive communication methods in comparison to traditional ones such as telephone calls. These types of technologies service can be very helpful, but it is completely useless to a business that cannot reach its customers. Some major companies believe that the majority of their clients trust other means of communication, like telephone, more than they trust e-mail. Clients, however, are usually not the ones to blame because it is often the manner of connecting with consumers on a personal level making them feel as though they are cherished as customers. It is up to companies to focus on reaching every customer and developing a relationship.

It is possible for CRM software to run an entire business. From prospect and client contact tools to billing history and bulk email management. The CRM system allows a business to maintain all customer records in one centralized location that is accessible to an entire organization through password administration. Front office systems are set up to collect data from the customers for processing into the data warehouse. The data warehouse is a back office system used to fulfill and support customer orders. All customer information is stored in the data warehouse. Back office CRM makes it possible for a company to follow sales, orders, and cancellations. Special regressions of this data can be very beneficial for the marketing division of a firm/company.

For more great customer related articles and resources check out http://makemoneycentral.info

Improving Your Customer Relationship Management With Blogging Technology

Before I address the following questions: What is a blog? and What can a blog do for your business?, let me pose a few "What if . . ." questions to you.

Keeping in mind that before your prospects and customers buy from you, they need to know you, like you, and trust you. In other words, they need to know, whether overtly or covertly, that they have a trusting and ongoing relationship with you. What better way to accomplish for them to get to know you, trust you, and like you than with a blog?

Now, here are my "What if . . ." questions:

* What if less than two minutes after creating and publishing your blog, it were to be promoted to thousands of prospects without any extra effort or cost on your part?

* What if your blog gave you immediate access to hundreds of international prospects?

* What if you had immediate access to hundreds of prospects in your city, state, or country who had interests and hobbies similar to yours?

* What if every time someone clicks on a hyperlinked keyword in your Profile that describes your hobbies, occupation, industry, favorite books, movies, music, or artist, your blog pops up?

* What if every time you left a comment on someone elses blog, you could leave a hyperlink to your website, blog, or email? (a mini no-cost commercial!)

* What if whenever someone enters your name or business name (completely or partially) into a major search engine, your website or blog pops up in their search results?

* What if every time you post content on your blog, it would bypass the spam filters and instantaneously appear on your subscribers desktop without any extra effort or cost on your part? (- an excellent opportunity to get your sales, special messages, or time-sensitive announcements into their hands, or actually in front of their eyes!)

* What if your satisfied customers had the opportunity to place their self-generated testimonies on your blog? (Although some will take the initiative to do so, others might need encouragement. That's all right. Just make an incentive opportunity of it! Offer some incentive for their efforts.)

By now you should be beginning to see the powerful marketing potential a blog offers you. These are just some of the powerful customer relationship management features a blog offers you.

But wait! There's yet more!

* What if you were to combine these powerful features with other online and offline efforts such as a blogathon, teleseminar, webinar, online articles, and others?

* What if doing so would enhance your customer relationship management?

* What if doing so would decrease returns and refunds?

* What if doing so would increase sales?

Think about it! I realize that successful marketing and sales are still high-touch entities; however, I also realize that when you combine your high-tech efforts with your high-touch efforts, you're bound to be successful!!!

Now to answer the original questions, What is a blog? and What can a blog do for your business?:

A blog, short of web log, is an interactive web-based journal that encourages participation from viewers. It looks like and does everything a website does and more! A blog serves as an excellent supplement to your website and other marketing efforts. Entries, called posts, are published by date on the page according to your predetermined quantity and are archived in the margin according to your predetermined frequency.

A blog offers your business countless marketing options. Specifically, a blog:

* gives viewers, prospects, customers, and subscribers who might have had difficulty in the past immediate access to you.

* helps to reduce your time spend distributing emails and other messages.

* improves your content delivery rates by 100%.

* improves your search engine rankings.

* publishes constantly fresh content.

* bypasses spam filters completely.

* improves your online visibility.

* enhances your web presence.

* generates more visitors.

and more . . .

So, if you don't already have a blog, I only have one question for you: What are you waiting for? !?

Don't let this cutting-edge technology, this powerful marketing tool, pass you by. Online companies are popping up all over the internet offering you free blogs. My recommendation is that you grab one, or two or more! Most, if not all, are extremely easy to create, but may be time-consuming, according to your already hectic schedule, to maintain.

If that's the case in your situation, you might want to call in outside help. Consider the high school computer techie next door, or the college-age computer-major son or daughter of a friend who could always use a few extra bucks.

I leave you with this wish: May you always be successful in looking for and using new and creative ways to maximize your earning potential.

Remember: When you maximize your potential, we all win! When you don't, we all lose.
Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts lectures, seminars, and workshops, and writes articles about helping you maximize your potential for individuals, schools, small businesses, non-profit organizations. Reach him at http://www.MasterBlogBuilder.com.

6 Steps to Effective Customer Relationship Management

Nurture Your Customer Relationships Simply put, customer relationship management is a way of tracking and nurturing your customer relationships throughout the customer's life-cycle, as they move from prospect to customer, to repeat-buyer. Once a customer buys from you, it is much more profitable to make efforts to keep that customer, than it is to acquire a new one, because there is now trust between you. If your customer is happy with your product, then that customer is much more likely to buy from you again in the future, much more likely than a new prospect would be. That's why customer relationship management is so crucial.

Don't badger your customers to death with every product and affiliate offer you come across, especially if the products are unrelated to the product the customer originally purchased. Email your customers ONLY when you have something good to give them, some really helpful information, or when you have a really good, high-quality offer that would interest that particular customer. For instance, don't email your Internet Marketing customer a "Free Gift Certificate" to your gift store.

Automate Your Customer Relationship Management Well, how do you automate customer relationship management in your e-business? You use email, and a dynamic database. You use auto-responders to stay in touch. I'm not talking about your regular auto-responders that deliver a vacation or "out of office" messages while you're away, either. I'm talking about sequential auto-responders.

Use Sequential Auto-Responders In Your e-Business Sequential auto-responders allow you to pre-format and load a series of pre-typed messages to your prospects and customers. You benefit by not having to follow-up with these customers manually each time. Instead, your auto-responder delivers your messages on a timed interval set by you. To your customer, it looks as if you sent out each message yourself. This way, you stay in touch with your customer and not let them forget about you. When they have a need for one your products or services, your business will hopefully come to mind first and they will re-visit your site directly or by clicking a link in one of your emails, as a loyal repeat customer.

Personalize Your Messages for a Warm Feel! (Mail Merge) Most decent auto-responders have mail-merge capabilities. This is the ability to merge personal information into your emails, like your customer's first and/or last name or their email address, etc. This personalizes your email messages even further and gives your customer some "warm and fuzzies". What's more you set all this up just one time, and any new prospects or customers will get the same message series without you having to lift a finger.

If the sequential auto-responder you're using has mail-merge capabilities, then it will automatically take that customers name and incorporate it into the email series you have set up. Usually the auto-responder service you're using will have some sort of tokens set up for this purpose. Look at the example below. Let's say your customer or prospect's name is Bob.

Hello, $firstname, - That translates into: Hello, Bob.

You could also do this with a customers email address too, like "$email". The token would be replaced with the customer's email: bob@bob.tld Do you see the power of mail-merge?

Use Lead Capture and Subscription Boxes For instance, you could set up a simple box on your sales or download page that asks the customer for his/her name and email address in return for some free product, or simply just to subscribe to your newsletter. If you set up a page specifically for this purpose this is called a "lead capture page". The information entered by the customer into your subscription box can be mail merged into the follow-up messages sent by your auto-responder.

Stay In Touch Keep in contact with your prospects and customers. Set your auto-responder series to deliver your messages over an extended interval. There are several e-books and articles dedicated to this topic; however, if you want the first, most informative and still the king of auto-responder help, get "AutoResponder Magic". This e-book once sold for about $17, but you should be able to find it free many places on the 'Net. It has a plethora of information regarding auto-responders, as well as many examples you can build from.

Ettione Stuckey has a passion for ecommerce and Internet Marketing. He is an accomplished webmaster, who runs several ecommerce websites. He understands the science and application of ecommerce technology and concepts. Benefit from his efforts at www.ProWebWare.com

What is Customer Relationship Management (CRM)?

 Customer Relationship Management (CRM) is a phenomenon that is becoming a major discipline within business. CRM can be traced back to the airlines attempt to gather information about their customer flying habits in order to stop their high-fare airliners choosing low-fare carriers, however, the concept was invented even further back, when the shop owner knew all his customers by first name and they knew his name.

In 1998 The Economist Intelligence Unit (EIU) in conjunction with Andersen Consulting published the result of a CRM survey of different companies around the world. The survey revealed a new heightened focus on CRM as a discipline, where companies increased their customer focus and using a process approach to customer relationship management. This was a market shift from the traditional transaction-based and functionally managed approach where the relationship with customer was divided up and dealt with by different departments. The EIU report also showed that between 1994 and 1997 the spending on customer relationship management software and services grew from $200 million to $1.1 billion in the USA. The EIU report is one of many investigations that indicate a growing interest in CRM and some literature concerning CRM even postulate that companies will have to adapt it to survive.


Several researchers define CRM differently. Couldwell defines CRM as:

Customer relationship management is a combination of business process and technology that seeks to understand a companys customer from the perspective of who they are, what they do, and what they like

and Hobby, defines CRM as:
A management approach that enables organisations to identify, attract and increase retention of profitable customers by managing relationships with them".

However, I have found the following definition of CRM, to be the most adequately:

"CRM is a business strategy - an attitude to employees and customers - that is supported by certain processes and systems. The goal is to build long-term relationships by understanding individual needs and preferences - and in this way add value to the enterprise and the customer".


This definition places the strategy of adding value to the customer in the focus, whereas the first mentioned definition gives technology and processor first priority. As the chosen definition explains, the systems and processes are vital support elements in creating value for the customer. The second-mentioned definition is found to be somewhat thin and practical useless but it notice an important aspect of CRM, that the organisation has to learn how to listening to customers. In the definition, CRM is defined as a business strategy. This is an important aspect, as CRM is not to be seen as a concept or a project but as a business strategy, which affects all parts of the company.

CRM is about identifying, retaining, and maximising the value of a companys customers. CRM is a sales- and service business strategy where the organisation wraps itself around the customer, so that whenever there is an interaction, the information exchanged is relevant for that customer. This means knowing all about that customer and what the profitability of that customer is going to be. CRM is an effort to create the whole picture of a given customer, bringing together consistent, comprehensive and credible information on all aspects of the existing relationship, such as profitability information, risk profiles and cross-sell potential.


To keep customers satisfied and make them return, CRM, as a strategy, is not a new phenomenon. Every company wants profitable and loyal customers. The new aspect is that companies start to measure this profitability and loyalty and use this information to segment customers and develop strategies for approaching these customers.


However, before implementing CRM, companies need to have some basic foundations settled. First of all, the basic quality of the products has to be in order, i.e. if the product does not live up to the expectations of the customer, he will not be satisfied, hence loyal for long. The typical strategies prior to CRM are quality control systems such as Total Quality Management (TQM). Secondly, companies also have to know more about their customers before implementing CRM. I.e. they have to evaluate, which customers are most valuable in terms of profitability, loyalty and future expectations. Thirdly, the companies have to have the necessary technology to enable the employees to access information about customers in order to offer customers the best service. Finally, CRM needs full support from the management of the company to stand a chance of success.
Rasmus Nielsen has specialised in CRM for several years and been consulting to various companies in Denmark and Australia on the topic.
Rasmus also holds a M.Sc. International Business Economics