Card Scanner is an iPhone app that extracts contact information from business cards and saves it into Zoho CRM as Contacts or Leads. Take a photo of a business card and the app extracts information from it and automatically populates the information into the appropriate fields. You can save the extracted information as a CRM Contact or Lead if you are logged into your Zoho CRM account within the app. Read more
Not being able to lock down the customer profile is the reason so many companies have a difficult time with CRM integration, said Barton Goldenberg, President of ISM, during a presentation on preparing and launching a social CRM strategy at the CRM Evolution 2012 conference in New York City.
Typically, a CRM system consists of customer profiles filled with product information, service information, and outstanding financial information. That data alone gives you an idea who your customer is and what opportunities exist. The problem, said Goldenberg, is that many companies who are building CRM or have a CRM haven’t mastered the customer profile process, which perpetually asks questions such as:
“What information should I gather from which systems?”
“How do I pull it all together?”
“How do I keep it up to date?”
“How do I make sure my sales, my marketing, and my customer service use the profile to identify opportunities to identify, to cross sell, and to up sell?”
Many companies haven’t mastered the customer profile process right from within their CRM system, said Goldenberg.
The complexity of the traditional CRM compounds itself when you integrate the customer’s emotional and sentimental input, a.k.a. social insight. Whether that profile process is solid or not you’re going to try to integrate the social with the traditional CRM.
Now that you’re collecting all this sensitive information about the customer, how can a representative approach the customer so that neither party feels awkward, asked Goldenberg.
Four steps to smooth integration
Here’s Goldenberg’s four-step guide for a smooth CRM-to-social engagement and integration:
- Make sure your traditional CRM vendor can deliver an excellent customer profile.
- Bring in the social media either through APIs or call outs to social communities.
- Listen, filter that information, and use it in your customer engagement system.
- Train all users, representatives and customers, to better use the system so it’s not uncomfortable and not a burden for anyone. It should be something that’s desired where both parties want to combine forces to make it work.
Everyone agrees that a mobile CRM strategy is critical, yet so few are doing it. Instead of trying to find people who are using mobile CRM, I decided to ask people what they wanted out of mobile CRM. It was simply a free form discussion trying to understand what people’s ultimate desire was for mobile CRM from the perspective of employees using the tool in the field, and customers engaging with the company from their mobile device.
At the opening party at the CRM Evolution 2012 conference in New York City, I asked people, “What would you like mobile CRM to look like?” Here are their answers.
I’m not going to preach about the benefits of Zoho CRM, or why you should use it with our Mail Add-on.
Instead, I’m just going to highlight what happens when you don’t.
Below is an email, a real email, I just sent to the VP of Sales or a company that was trying to sell us some service. Fine company, but they are not using Zoho CRM with the Mail Add-On.
This is not the first time, in the recent past I’ve had the same experience with other companies trying to sell me stuff. From now on, they’ll get similar emails. I just made this a template in Zoho Mail.
ps. I changed the names to protect the innocent Everything else is verbatim.
============ Forwarded message ============
From : <my email>
To : <VP of Sales Email>
Date : Wed, 29 Aug 2012 14:56:37 -0500
Subject : Fwd: Re: New Partners
============ Forwarded message ============
<VP of Sales> -
Hello! We have never spoken before, but I’ve spoken to two of your sales reps – <Sales Rep 1> and most recently, <Sales Rep 2>.
The reason you’re getting this email is because, see, after some lengthy discussions with <Sales Rep 1>, I decided not to sign-up with you guys, and we left it there, amicably.
Then, <Sales Rep 2> contacted me again this week – starting from scratch (I understand <Sales Rep 1> left).
Now, this is not the fault of your sales guys. It’s just they don’t have the right tools.
The most valuable communication between you and your prospects/clients is stored in your email. When you combine your email with your CRM, not only you can avoid embarrassing situations like this, but most importantly you can provide better service to your customers; and everyone in your team can stay informed about what’s going on with each prospect.
Zoho CRM allows you to combine your email (any email you’re using) with your CRM. Painlessly. No BCC:, no nothing.
Yes, I understand you’re currently using Salesforce, but well, we just saw how that is not working too well for you guys!
Let me know if you’re interested in learning more and I’ll connect you with one of our account managers.
Companies that are more strategic in nature, meaning they look at how their actions affect the whole organization and how they can bring it together for a common good, are more likely to be integrating social at the application level. They’re bringing social into CRM, marketing automation, and customer service, said Brent Leary, Partner with CRM Essentials, in an interview at the CRM Evolution 2012 conference in New York City.
What’s more important is those that are integrating social into their applications are 2 to 3 times more likely to see benefit from social tools. That’s because a strategic organization is, by its nature, working more collaboratively, said Brent Leary, referencing a social business study he conducted in partnership with the SMB Group about companies’ integration of service applications and use of mobile technologies.
Leary’s analysis tried to see if there was a dividing line between those companies that were using social and mobile strategically versus those that were far more informal and not integrating the services into their existing systems.
The strategic integrators are 40 percent more likely to predict increased revenues in the upcoming year as opposed to those that are more adhoc in nature. The ones who aren’t even using social from a business perspective are even further behind, said Leary.
Strategic players are also leveraging mobile. Not just from a productivity standpoint but also from a marketing and brand building perspective. They know they have to create content that looks good on a mobile device. If they want to build relationships and sell things they have to include mobility in their strategy, Leary said.
Integration and mobile are both costly endeavors. So I asked Leary if he only had a little money to spend, where would he place his dollars?
“If you really want to build relationships and get the customers eating out of your hand you really have to get into the palm of their hand first. So you have to come up with a mobile strategy, engage them where they are, and build from there,” said Leary.
There are many factors that make your business a success. The most predominant factor being the loyalty that your customer has towards you. Happy customers make a successful business. Next on the list would be, following the best cost saving strategy, effective use of labor and deploying best resources to run your business. Ben Wisbey, Managing director, FitSense, deployed Zoho CRM to run his business successfully. It assisted him to get happy customers with less labor and cost involved.
FitSense is a Canberra-based organization that specializes in delivering research based corporate wellness programs. They partner with other organizations and assist them to increase the productivity of their workforce. FitSense evaluates and offers suitable health programs to people working in the organization. Established in 2004, FitSense Australia has proved itself as one of the best in their domain by delivering the best wellness programs to their clients.
Like every other organization FitSense also faced one the biggest challenges – Small workforce but tonnes of work to be accomplished. Ben said “Managing service delivery and keeping track of our sales pipeline gets tedious for a large clientele base. We have to monitor all contact we make with our clients, run reports, keep track of the program schedules and complete it on time. Our competitors have multiple staff to handle these tasks, while we have got only a few members to do this role”
FitSense was very keen on putting the best foot forward in delivering the best service to their clients. They started to look out for a CRM that would elevate their business process. They tried various CRM – ACT!, SugarCRM and last but not the least, CRM giant Salesforce. But it is their hard luck, none of the CRM seemed to be working out. And on the same time FitSense was using a number of Zoho Apps which intrigued them to try Zoho CRM. “Since then, we have been Zoho CRM users and have not looked back. It is great.” said Mr Wisbey.
FitSense has been using Zoho CRM for nearly 2 years now and they love its ease of use. “Zoho CRM allows us to provide a quality service without additional labor and at a reduced price.” said Ben. He also said “With customization of contacts and Email Automation, we have been able to closely monitor the communication with our customers, quickly report the program details to them and complete the programs on time. Without Zoho CRM, we would have needed more assistance and labor resources.”
Making customers happy is one of the most integral part of any business. Zoho CRM assuaged Ben’s desire to get happy customers to his business.
Try Zoho CRM for Google Apps and deliver quality service to your customers!
This is a Guest Post by Neran Ashkenazi, CEO of OnClick Solutions Ltd.
What if I told you that you could generate at least 40% more leads without generating new traffic to your site? Sounds good right? Then you’ll love the innovative chat system we at HelpOnClick have to offer.
Including live chat in your site will give you an advantage over your competitors who do not have this capability. Customers in the digital age do not want to “open a ticket” or send an email through a “contact me” section. They want answers now. Having a chat capability enables this impatient potential customer to have a chance to ask a question in real time and get an answer right then and there. When they get what they want, they’re more likely to continue talking with you and buy something.
To get a better understanding of how this works picture yourself going to a new retail or service business online. You arrive at the site and notice that you are being asked to join a live conversation. You find this great because you have tons of questions to ask and were just about to leave the website. You join the chat and realize you are talking to a live person. You get your questions answered in a short amount of time. As a result you buy the product or service or schedule a phone call to continue the discussion.
CRM software in many ways become more advanced over the years. The need to maintain a strong relationship with your customers is an important rule to follow. Zoho CRM is a great system to do that and close sales. But to do that, you need the leads. That’s where HelpOnClick comes in with our new live chat to Zoho CRM integration that will allow you to enjoy both worlds.
Are you new to HelpOnClick live chat? If you are, we’d love to offer you, as a Zoho CRM blog reader, a free 14 day tryout + 80% discount on your first paid month. Just use coupon code ZOHO during checkout. Check us out on our website: http://www.helponclick.com