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 .
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What You Need To Know To Negotiate A Great CRM Software Deal

Small and midsize businesses (SMBs) are a growing source of revenue for software vendors of all sizes. Many enterprise software vendors have found that the market for enterprise software has become saturated. At the same time, SMB?s have increased their investment in technology to satisfy customer demands, control costs, and meet new government regulations.

These market dynamics have resulted in CRM vendors offering CRM software solutions that are better suited and priced for the SMB market.

While SMB?s today have the opportunity to improve their competitive edge with top notch CRM software, they also encounter complex software evaluations and sophisticated contract negotiations.

Outlined below are ten insider tips to negotiating a better deal with your CRM software vendor.

1) Do an RFP - Protect Yourself from Overbuying

2) Workd with atleast 2 Credible Vendors - Don?t Narrow Contenders too Fast

3) Consider the Entire Package - Hardware, Software, Maintenance, and More

4) Negotiate Future Expenses - Limit Fee Increases

5) Clarify the Fine Print - Define Usage Rights

6) Do Your Research - Use all the Available Free Research Tools

7) Serve as a Reference - Your Endorsement is Gold

8) Beef-up Your Deal Negotiation Skills - Win Against Polished Sales Pros

9) Negotiate the Hidden Costs of Hosted CRM Solutions - Uncover the True Cost

10) Think Ahead - Lock in Price Discounts

You should know your advantages before negotiating with a CRM software vendor. Market dynamics have created an ideal CRM software buying opportunity for small and mid-size businesses. SMB?s have access to better software solutions, at better prices, than ever before.

In today?s competitive market, CRM vendors are willing to negotiate. As you enter into negotiations use the tips and don?t forget?your vendor?s sales plan depends on revenue from companies just like yours.

To download the entire white paper, please visit our site using the link below.

CRM-Software-Evaluation.com is a FREE resource that helps you with CRM Software Evaluation. Please visit CRM Software Negotiation to download the complete white paper

CRM the Way the Customer Wants

CRM the Way the Customer Wants

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By S. Maurer

CRM applications can enable effective Customer Relationship Management, provided that an enterprise has the right leadership, strategy, and culture.

CRM analytics software has been improving, thus increasing the ability to extract and analyze dates as regards Customer value and transaction profitability.

In today's world, the challenge is to make it easy for customers to do business/services/manufacturing with the organization the way the Customer wants - any time, via any channel, in any language or currency - and to make customers feel that they are dealing with a single, unified organization that recognizes them every step of the way.

Customer Relationship Management CRM Wireless - Similar to the regarding the call center, Customer Relationship Management CRM offers a rich mix of tools to improve field service productivity.

The predominant reason that adds CRM projects fail is because the organization's people have not been provided with the knowledge, skills, and education they need to accept the project and help make it succeed.

Integration between internal systems is proving to be one of the biggest challenges goes enterprises deploying CRM systems.

Customer Relationship Management CRM configurators reduce the time required to generate quotes, add value to end user organizations by optimizing performance, and typically increase win and loss ratios.

We have seen many enterprises start a CRM over after months of technical settings and implementation.

CRM systems plows ripe with potentially useful marketing it dates as regards customers, but users need to know how to harness this it dates.

S. Maurer is a 53-years old college graduated IT professional, with 30 years of experience in the computer & technology business. Now is the Correspondence Courses Director of the Abet Open University: http://mba-open-university.net and http://cio-certification-ccio.net

Microsoft CRM Customization: MS Exchange Transport SMTP Event Sink

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 Business Solutions Great Plains, Navision, Solomon, CRM & RMS: serving international clien

Microsoft Business Solutions products: Microsoft Great Plains, Navision, Solomon, Microsoft CRM, Microsoft RMS are now serving not only to small and mid-size, but also large clients, plus they maybe reasonably priced solution for the branch of multi-national corporation.

Microsoft Business Solutions products: Microsoft Great Plains, Navision, Solomon, Microsoft CRM, Microsoft RMS are now serving not only to small and mid-size, but also large clients, plus they maybe reasonably priced solution for the branch of multi-national corporation.  This raises question of supporting Microsoft Business Solutions product installation remotely and internationally.  We do not question local Microsoft partners service quality, the question maybe different local partners may not be authorized to sell and service specific MBS product, the example in France MBS promotes Navision, but there are multiple cases when branch of the US-based company in France needs users training and support for Microsoft Great Plains system.

In this small article we are trying to give you the best system selection idea, depending on your country and business type.

Microsoft has two major mid-market ERP packages: Microsoft Great Plains and Navision (Solomon is the one to consider for Project oriented company this would deserve dedicated publication).

• Microsoft Great Plains this application serves the markets, formerly targeted and gained by Great Plains Software (Great Plains Dynamics/eEnterprise or Great Plains Accounting), later on GPS was purchased by Microsoft.  These markets are: USA, Canada, Spanish Speaking South and Central America (except Brazil), South Africa, Middle East, Australia, New Zealand and Oceania.  If you are in these regions you should probably consider Microsoft Great Plains
• Navision we believe that Microsoft bought Navision Software Denmark based software development company few years ago in order to get European market share.  However Navision Software itself had long history of penetration to US market.  This is why we see Navision clients in both Europe and US. Now Microsoft seems to appreciate Navision accommodation to former European tax and language specifics and it promotes Navision on emerging markets: Russia, East Europe, Africa, Asia.  In Brazil situation is more complex Microsoft have not decided yet and you can have either Navision or Great Plains (our subdivision Enterlogix.com.br is exclusive Great Plains reseller in Brazil).  It is very delicate question for MBS - but what you can see - Great Plains version 8.0 has fewer number of languages support and at the same time Navision has more with new releases.
• Microsoft CRM Microsoft promotes its CRM worldwide and it is web based so it naturally automates your worldwide operations or serves you in your local country.  Microsoft CRM has C# and VB.Net based SDK, BizTalk server based integration to Great Plains and Microsoft SQL Server database.  Plus it deploys all the spectrum of Microsoft technologies: MS Exchange, Message Queuing, Active Directory.
• Solomon - this ERP application was formerly bought by Great Plains Software (before GPS was bought it its turn by Microsoft) - Solomon is very good fit for project-driven organization. 
• Microsoft RMS you should probably stay with Navision Retail module if you are in the region where MBS promotes Navision.  In all other places consider Microsoft Retail Management System: RMS Store Operations and POS.  If you have multiple stores you may manage and control them via Microsoft RMS Headquarters.  RMS has several integration options to Microsoft Great Plains.
• Remote Support Technology it gives you cheaper consulting rates, because consultant doesnt have to travel to you and can serve several remote clients per day.  Microsoft VPN and Remote desktop solution is usually free for the client and in the case of sophisticated firewall Web Session could be another way to serve.  We do voice training, based on Internet telephony solutions, such as Skype enable you free voice over the internet.
• Customization it is always better to avoid it however if you really need it, you should consider MBS customization partner who specializes in custom development and has experienced programmer.  In such a case we do not recommend to stick to local programmers in our experience local markets may not provide enough clientele for local developers to specialize in your product customization.  Also we do not recommend choosing generic offshore software developer.  MBS products require dedication in their customizations and integrations.

You can always have us help you internationally, give us a call: 1-630-961-5918 or 1-866-528-0577, help@albaspectrum.com

Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Great Plains, Microsoft CRM, Microsoft RMS customization company, serving clients in Chicago, Arizona, Colorado, California, Texas, New York, Georgia, Florida, Minnesota( http://www.albaspectrum.com )

Microsoft CRM Implementation fundamental CRM principles revision

Microsoft CRM is relatively new player on the now becoming traditional CRM software applications market. We would like just to mention shift in the technical conception Microsoft CRM is committed to Windows and Microsoft components: Exchange, Active Directory, SQL Server, etc (while traditional CRM applications, such as Siebel were biased toward multiplatform compatibility: Unix, Oracle, Windows, SQL Server) and move up to business logic paradigm shift.

There is high-tech wisdom and it is always applicable to traditional industries, such as auto makers. Dont try to be too innovative on the market, rather have your competitors build the market niche and then move in. It is rather safe not to purchase the car of the new line, just introduced this year, even if it comes from such a respectable manufacturer as Toyota. The same in software industry we have unlimited trust and greatest respect to such CRM makers as Seibel but I guess we have to admit companies like this had to be pioneers on the market and had to create the market, being a little bit premature, however savvy in the long term market prediction..

Microsoft seems to be allowing the enthusiasts to create the market niche and then move in with its own or purchased and beefed up solution. In the case of MS CRM it seems to be from ground up MS development and very excellent fit to Microsoft Business Solutions business strategy.

Microsoft CRM application conception in our opinion was substantial simplification in CRM functionality and making IT group to support it, by deploying all the recent Microsoft technologies.

Bullets to emphasize:

1. Microsoft CRM is for MCSE / Microsoft oriented IT departments Microsoft CRM would be be-loved system for IT specialists. If you are MCSE+I - CRM will recruit all your MS Exchange, Active Directory, MS SQL Server, Windows domain security, Windows 2003 Server, Web publishing and HTML knowledge and experience. This is completely opposite to earlier Apple Computer believe - that computer systems should be easy in service and completely intuitive. MS CRM is kind of intuitive for end user, but not for its administrator.

2. Microsoft CRM - is not CRM - but rather simplified CRM - if you do remember old days whitepapers about CRM in general, or even it's predecessor - Lotus Notes/Domino - these papers were full of predictions about the future and were written for top level company executives, not for regular computer specialists. This was probably why so high percentage of CRM sales failed in implementations. Microsoft CRM has the highest ever rate of successful implementations, because it is not a CRM, but rather popularized version of it - it just does the job - as cheap and reliable car.

3. Transportation Companies - about 30% of our clients in the States are transportation and freight forwarding companies. This actually proves the hypothesis that MS CRM is very simple solution - these companies usually do not have extra money to spend on their computer system, but need the solution for its sales people to instantly see the cargos, plus have simple customization, allowing them to integrate with legacy system.

4. Movement down to small and tiny companies this is completely new trend for CRM market. We know the examples when 5 employees companies make a decision to implement and have surprising success in Microsoft CRM implementation.

Happy implementing!

Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Microsoft CRM, Microsoft Great Plains customization company, serving clients in Chicago, Cailfornia, Colorado, Texas, New York, Georgia and Florida, Canada, UK, Australia and having locations in multiple states and internationally (www.albaspectrum.com) You can reach Andrew at 1-630-961-5918 or 1-866-528-0577. He is Dexterity, SQL, C#.Net, Crystal Reports and Microsoft CRM SDK developer.help@albaspectrum.com