CRM+ Consulting Blog

Defining Customer Loyalty in the Age of CRM

Posted by Charles Kemmerer on Tue, Aug 16, 2016 @ 23:08 PM

 

What is customer loyalty?

The goal of most CRM implementations is to loyalize and monetize customer relationships. In other words, the more you can deepen and strengthen relationships with your customers, the better your sales opportunities. To enhance customer relationships, custom-tailored communications strategies are used and tracked through a robust CRM database. The result is customer-centric communications that power today’s CRM.

But if loyalty is the goal of CRM, defining loyalty has to be front and center. You can’t achieve a goal you can’t define.

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Topics: CRM, Customer Satisfaction

Great Ideas for CRM Best Practices: Know Your Customers

Posted by Charles Kemmerer on Tue, Jul 12, 2016 @ 18:07 PM

Have you ever had a really good friend who knew you inside and out? Someone who always remembers your birthday, who can rattle off your favorite color, and who knows whether you love vanilla, chocolate, or strawberry ice cream? That’s the kind of friend you can be to your customers if you know how to get the most benefit from your CRM system. These best practices can help you transform how you interact with your customers by using all aspects of your CRM system.

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Topics: CRM

Keep It Personal: Three Clever Ideas to Add a Personal Touch to Your CRM System

Posted by Charles Kemmerer on Tue, Jun 14, 2016 @ 13:06 PM

 

A CRM system - also called customer relationship management - may well be called communications or client relationship management, because the tool is so much more than simply a repository for client sales. It’s a place where, with the right information, a business can use it to cultivate lasting relationships with their clients. Last month, we talked about the importance of keeping a small personal feeling with your customers. This month, let’s look at some specific ideas to do that. 

It’s always been a truism in business that 80 percent of your sales comes from 20 percent of your existing customers. With these clever uses of your new or current CRM system, you can grow those all-important existing customer relationships to stay top of mind with clients and improve ordering frequency. 

A personal touch doesn’t have to be time or labor intensive. A CRM system makes it easier than ever to keep in contact with your customers in ways that benefit you both.

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Topics: CRM

Do You Know My Name?

Posted by Charles Kemmerer on Wed, May 4, 2016 @ 07:05 AM

Do you know my name? Probably not. But my bank does. Recently I was reflecting on how troublesome my bank’s ongoing complete renovations have been. Nine months ago the branch of the community bank at which I do business started exterior and interior renovations. While the exterior renovations are starting to look quite impressive, it has been a hassle and inconvenience for all customers of the bank. For the duration of the renovation, my bank has been housed in a small storefront with no drive-thru or ATM. It would have been much easier and saved so much time to have moved all my banking business to another bank located on the same street during the renovations. However, I can’t bring myself to do it because all the tellers at my bank call me by name every time I walk through the doors. It has been years since I have pulled out my identification for a bank transaction. It means so much to me to go to a bank that knows who I am. Although my bank has inconvenienced me with its extensive renovation project, I am under the impression that they care about me and my banking needs.

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Topics: CRM

Why CRM Implementations Fail

Posted by Charles Kemmerer on Wed, Apr 27, 2016 @ 15:04 PM

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CRM systems have been deployed in nearly 83% of sales organizations; however, the CRM system itself is not the secret to success in sales, marketing, and customer service. The companies that take flight from their CRM systems are the ones whose teams actually use it. Sales and marketing professionals often check the box to satisfy the expectations of their supervisors and neglect to fully utilize the helpful tools of their CRM system. All too often, this results in the failure of their CRM initiatives.

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Topics: CRM

Appeasing the Masses with CRM

Posted by Charles Kemmerer on Fri, Mar 25, 2016 @ 17:03 PM

Customer service has become extremely complex in today’s world. Now, when a customer has a frustration or complaint about a product or service they don’t just complain to the helpdesk, they air their frustrations to the helpdesk, and a few thousand of their closest friends via social media. The posts and tweets have direct impact on a brand's reputation. The idea that customer service inquiries are no longer centralized to a single portal, such as a phone, creates even more urgency for companies to look at Customer Service Relationship software as a cornerstone for customer contact.

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Is Your Marketing Process Antiquated or Automated?

Posted by Charles Kemmerer on Mon, Jan 18, 2016 @ 11:01 AM

Marketing automation is becoming a hot topic for marketers and you may find yourself wondering what is it?

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How Social Media has Changed CRM

Posted by Charles Kemmerer on Tue, Dec 8, 2015 @ 00:12 AM

Social media has definitely made its mark on our society. The way people communicate has changed, gone are the days of leisurely conversations on the porch. This type of small talk has been replaced with snapchats and tweets. Particularly in the world of business; social media has affected communication, and in many cases improved it, with the integration of social media. Things like marketing, advertising, research and development, employee communication, recruitment, customer service and CRM (customer relationship management) have all benefited from social media.

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There is Beauty in Predictability

Posted by Charles Kemmerer on Wed, Nov 11, 2015 @ 11:11 AM

Every day the sun rises in the east and sets in the west, although its colors change and at times the sunset cannot be seen, it is still there. Predictable, beautiful, and dependable. Humans are creatures of habit, we find comfort in knowing that the sun will set, in the west, whether we are watching or not. There are things we can learn from this and implement into our daily lives and workplaces.

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CRMPlus Consulting Wins Johns Eastern Company, Inc. as a new Infor CRM Client

Posted by Charles Kemmerer on Mon, Aug 31, 2015 @ 22:08 PM

CRMPlus Consulting, a business automation solutions specialist for Customer Relationship Management (CRM) software applications, is pleased to announce the addition of Johns Eastern to their Infor CRM client list.

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