Monday 6 December 2010

I thoroughly recommend SalesENRICHED training...


While I usually take time to explain my latest learnings in terms of Social Media or CRM, I thought I would divert a little to explain what I did Thursday and Friday last week. I invested two days of my time and money, to find out how to be 'SalesENRCHED' or in other words develop my sales skills. I thoroughly recommend this course to all of my clients and prospects, below I explain a little of what I learnt...


Some of the problems (pains) I was experiencing before I attended the training:
  1. Not knowing which areas of my sales process I needed most help with - not knowing where to start.
  2. Not understanding what my sales process is and how I can improve it.
  3. Not understanding why, I wasn't closing more deals.
  4. Not knowing what type of language and phrases will help me to close the deals I want.
  5. Primarily being involved with marketing and delivering training, not knowing how to be a salesperson.
Some of the things I have learnt:
  1. A thorough understanding of the sales process and the 5 ways I can affect and improve my profit.
  2. How to qualify whether a sale is really there and worth pursuing or just to move on.
  3. When is the optimum time to convert a sale.
  4. Negotiation techniques, what process to follow and language to use.
How did you learn all of these new sales tools?
The real benefit for me was the learning style. Simon William, my Action Coach has years of sales experience and great examples of closing big deals and how he achieved this. He brought to the training session, inspiration through stories of famous people battling against the odds, inspirational quotes and a great deal of fun was had through all the role playing exercises we had to do. There was so much content covered but still I feel focused and prepared to put my learning into practice.As well as all of this, I met a great group of like minded people who are all wanting to do their best and make their businesses a success, here are just a couple of photos that show how much fun we had on two snowy days in December!

If you'd like to find out more please email velwilliams@actioncoach.com or take a look at the events that are coming soon on their website...







Thursday 18 November 2010

Midlands based media expert warns Facebook fear has over 40s frozen

Midlands based media expert warns Facebook fear has over 40s frozen



A media consultant claims a phenomenon she calls 'Facebook fear' is damaging many of the region's established businesses.

Helen Coldicott said an unwillingness to accept the changing face of media could cause the demise of some well-known employers.

Ms Coldicott, who runs her consultancy from Warndon Villages, Worcester said: "Whilst many youngsters are comfortable with Facebook, Twitter etc we see many well-respected organisations frozen with Facebook fear. It's an unhealthy attitude of mind and it has to change."

"Blogging, internet forums and podcasts have to become commonplace topics in the boardrooms of some of our biggest companies, because it's just too important to ignore."

She added though there were many new companies embracing the changing technological landscape.

"I'm finding there are progressive new companies that have emerged since the recession started and they are utilising social media well to find an audience for their products," she added. "Whilst they are doing this the bosses of companies, which have been around forever and a day are just twiddling their thumbs. The problem is by the time some of them react it will be too late. The game of catch up will just be too great."

The web-marketing expert added that it was very much an age related issue as to who is embracing social media.

"Often, and not surprisingly, it's the over 40s, who are most scared," she added. "They needn't be though, because it really isn't that difficult. Once they make the commitment to accept social media as an important aspect of their marketing strand they will be surprised at just how easy it is to get to grips with."

"There is a lot of help out there. This is an aspect of modern life that we all have to live with. It's time for some business bosses to take their heads out of the sand and realise this is the way the world is now."

Photo Courtesy of Matt Falla Photography

Article published by Midlands Business News on 18 November, 2010

Submit your company news and photographs to Midlands Business News via email news@midlandsbusinessnews.co.uk or submit news and events online here.

midlandsbusinessnews.co.uk is an online Midlands business news network and we welcome submissions of your company or business related news articles and event notifications.

Monday 15 November 2010

What is CRM? Video/Presentation

This YouTube video created by SugarCRM highlights in a nutshell what CRM is.

I do not have any bias towards any particular brand of CRM, I just think this 7 minute video is worth watching if you are unclear what CRM means or thinking about investing in CRM and how it could help your business.


If you would like to share your explanation of what CRM means, or give an example for how it has helped your business I would love to hear from you...

Friday 12 November 2010

The Speed and Power of Social Media...

Magic Boy Ben Hanlin demonstrates how Social Media makes it possible to literally 'Reach the Stars', and find any celebrity to increase his brand awareness.

This 13 minute video follows Ben and his friend in a £50 bet to 'Find Fearne Cotton and show her a Magic Trick'. It is a great fun video which demonstrates the power and speed of the Social Media Network and I think it's well worth watching if you are thinking how you and your company can harness that power too.


In his pursuit he effectively uses, Facebook, Twitter and then to publicise the story YouTube, Facebook, Twitter, The Evening Standard and his website.

To contact Ben Hanlin:

How he's helped my client Clarkewood Consulting, Local IT Recruitnment specialist based in Worcester....
If you would like to discuss how to make your web presence known for your business, brand or organisation please do not hesitate to get in touch...

Great Ideas on how to use YouTube to promote your business

1. Constant Contact Email Marketing and Boloco Burrito Snack Bar...

In this example 'Constant Contact' the email marketing tool explains how one of it's clients, 'Boloco' uses Social Media to promote it's brand, and in doing so promotes itself...





2. Clarkewood Consulting Local IT Specialists and 'Magic Boy' Ben Hanlin...
Local Worcester IT Recruitment specialists, Clarkewood Consulting use the power of magic to demonstrate how they can help you find the perfect IT candidate...

3. Air New Zealands, 'Bare Essentials' promise...
Air New Zealand are keen to show everyone that you only pay for the 'Bare Essentials' by recording their advert wearing nothing but body paint, also shows the power of shock and humour in advertising...







4. American Quest Mortgage company as you 'Not to Judge Too Quickly', pointing out that if you do you may come to the wrong conclusion...


I hope you found these ads inspiring and if not then just entertaining. If you would like to share your YouTube successes please feel free to ad them below...

Monday 18 October 2010

How to create the best LinkedIn page...

It really is worth sepnding some time on creating a great LinkedIN page, the reason for this is that it is often used as a way of meeting and introducing yourself to new contacts and potential customers. Below are 10 quick tips on how you can improve your existing LinkedIn page.
  1. Make your profile client focused

* LinkedIn is often the first impression you give to potential clients. Therefore, it is useful to think of your LinkedIn page as your own personal advert or website rather than copying your CV.

* Things your prospects might want to know include; who you help, what problems you can help to solve or results you can help them to achieve.

* You need to design your profile to have an impact on any potential connector.

* Don't take Linkedin's category names too seriously; use whatever space you have to give an impactful connection and first impression. For example, the 'Specialities' section is a great place to list the services or products you offer.

2. Get Connecting...

Linkedin works on connections. The most powerful use of Linkedin is to find new contacts and business partners through the search function or directly via your contacts connections.The more direct connections you have the more opportunities you will have to connect.

3. ...choose your connection strategy carefully

There are two very different strategies to connecting on Linkedin. "Open Networking" and "Trusted Partner Networking".

LIONs - Linkedin Open Networkers - these focus on creating as many connections as possible and growing the size of their network. This can often be very helpful to recrutiment consultancies.

The disadvantage is that you may not know these contacts very well if at all, essentially using Linkedin as a giant address book. This isn't necessarily a bad thing it just means that you'll have lots of shallow connections, which you are unlikely to get a strong referral from them.

Alternatively you could use the "Trusted Partner" strategy, here you only connect to those people you know and trust. With this strategy you are less likely to find people via the search facility becuase you have less face to face or trusted connections. But when you do link to someone in this way this enable a strong referral mechanism and more likely to put you in contact with the person you want to be able to link to.

Both strategies can work, but you must be consistent. It pays to think which way might work best for the type of industry you work in.

4. Use search to find potential clients and business partners

Linkedin allows the ultimate in specificity. You can search for exactly who you want to be referred to by - company, geography, by name, by job title etc. And you can search across your entire network at once. Or you can look at the contact list of an individual to see if there's anyone you'd like to be connected with.

Once you've identified people you'd like to be introduced to or referred to, rather than trying to connect to them directly, give your mutual connection a call and ask if they can connect you. That's much more polite than going directly, and it's much more likely to be successful.

5. Give testimonials to them

Testimonials are very helpful to have on your profile. They're a clear indication of the quality of youe work and the relationships you form.

6. Have a helpful headline

When people find you in searches on Linkedin, the initial thing they see is your name, photo and your headline. Most people have their job title as their headline. Much more powerful and useful is to have what you can help that person to achieve if they connect with you.

So I have my name Helen Coldicott, my photo and my headline is "Helping companies make Google and CRM work for them through training and advice".

You can edit your headline through the edit my profile option.

7. Join Linkedin Groups to connect and interact

Linkedin groups are essebtially discussion forums for particular interest groups. they allow you to find out the latest news and join in debates on topics of interest. You need to join groups that are of interest to you but also where your potential clients 'hang out'.

8. Use status updates to subtly remind your contacts of what you do

Linkedin status updates are a nice way of helping to stay top of mind with contacts. If you were to call or email all of your contacts everytime you did something interesting, it could start to get a bit irratating! But updating your status is a non-intrusive way of getting a reminder out.

9. Watch others' status updates and initiate contact

For example, if something have a change of job title or starts a new venture, these can be signals that they may need your services, or a signal to wish them well and keep in touch.

10. Proactively link others together who you think may benefit

Don't wait for others to initiate a request to be linked up to your other contacts. Review your contact list regularly looking for ways to add value to them.

In conclusion...

These suggestions are ways in which you can improve upon your existing Linkedin page. It is hoped that by making these improvements it will also improve the likelihood of you making business connections in the future.

If you have any other recommendations of improving the way Linkedin works and making it work for you, please feel free to leave a comment...

Friday 15 October 2010

HCFT - Homepage

Please take a look at our new webdesign, we have already gratefully received lots of helpful advice on how to improve the look, feel and professional image portrayed by our site and would like to hear what you think too...

HCFT - Homepage

Thursday 23 September 2010

ACT Online Taster Sessions...


During October 2010 Coldicott Freelance Training are offering 60 minute Live ACT Training sessions.


6 great benefits in just 60 minutes - what are they?


1. Quick - It only takes 1 x hour of your time

2. Bespoke - It's your agenda, ask all the questions you need answers to

3. Convenient - It's online meaning you'll be sat at your desk with a cup of tea!

4. No travel - No travel costs, no time lost out of the office

5. Your system - The software we use enables us to see and use your ACT database

6. Expertise - Ask the ACT experts for their advice


How to make the most of your 60 minutes.


1. Write a list of things that you would like to cover and email them to us before your training session.

2. Print this off and have it ready

3. Make sure you have a pen and paper to make notes

4. Make sure you have your ACT system running and that you have diverted the phones.


What you'll receive:


1. We'll agree the agenda beforehand.

2. We'll record the training session and email you the recording.

3. We'll email you a summary of what was covered during your bespoke session.


How much does it cost?
Each 60 minute Live ACT Training sessions costs £50.

If you want to find out more or book your spot, please email helen_coldicott@hotmail.com or call Helen on 0770 410 5954. Reserve your 60 minute spot before someone else does!

Monday 13 September 2010

Impact of Training on Project Success

A report entitled, ‘Impact of Training on Project Success’ written by the International Data Corporation (IDC) highlights the importance of investing in training to ensure your IT implementations are a success. It says,

”CIOs and IT managers diligently monitor and justify every investment they make, they must make every effort to ensure that each project succeeds and produces quantifiable benefits no matter how complex the deployment. During difficult economic periods when pressure increases to produce more with less, IT managers may see training programs as a place to cut costs. But cutting training will backfire", warns the IDC.

IDC research shows an undeniably tight link between training, team skill, and project success. It says,
“IT organisations that successfully deploy projects are more likely to use certifications as part of their IT professional development program. They also consistently make training available to every IT professional throughout the organisation”.

In addition:
  • Projects that met most or all of their objectives provided each team member with twice the amount of training as projects that failed or only partly succeeded.
  • Projects allocating 7% of the budget to training were significantly more successful than projects where only 4% of the budget went to training.

The IDC surveyed over 375 IT projects over 24 months. IT Managers were asked questions related to their team’s achievement of its significant goals and ability to meet major milestones. That information was plottedagainst the team’s skill, training budget, and hours of training provided to team members.





Select the link for the full report 'Impact of Training on Project Success'.

If you would like to share your project success story and how training investment played a part, it would be great to hear from you.

Why is investing in CRM training so important?

Why is CRM Training so important – The bigger picture:

Many organisations face the challenge of developing greater confidence, initiative, solutions-finding and problem-solving capabilities among their staff. Organisations need staff at all levels to be more self-sufficient, resourceful, creative and autonomous. This behaviour enables staff to operate at a higher strategic level, which makes their organisations more productive and competitive. This means that your staff efforts produce bigger results. It's what all organisations strive to achieve.

Why do we need CRM training – The detail:

There are many reasons that organisations benefit from investing in good CRM training programmes for their staff, in terms of CRM these include:
  • Improve your level of Customer Satisfaction
  • Improve business performance
  • Improve reliability and accuracy of statistics and reports
  • Improve financial reports and ratios
  • Improve your performance against competitors
  • Enable better management feedback for employee appraisals
  • Enable staff assessment and training audits
  • Director-driven policy and strategic priorities
  • Enable Key Performance Indicators to be recorded
  • Ensure good return on investment
  • Ensure quick results
  • Measure the success of the project
  • Ensure you can rely on the data being input
  • Encourage good adoption of the CRM system
  • Ensure consistency across the organisation
  • Improve staff understanding of the system
  • Clarify the CRM objectives
  • Enable staff to better manage their time
  • Enable staff to prioritise their workload
  • Enable staff to be more effective

If you have experienced either great training which ensured your CRM project success or maybe lack of training investment which resulted in a poor CRM implementation, please let me know.

Still need convincing? Please give me a call on 01905 23902.

Thursday 9 September 2010

Worcester Expo was cool!

I'd just like to thank everyone I met at the Worcester Expo for their time today, as promised here are the photo's of you and your exhibition stands. If you click on any of the large photos it will take you to a photo viewer where you will see the person's name and/or website link.

I thought the Expo had a great buzz about it. It was great meeting lots of likeminded business people all keen to share their time, knowledge and experiences with one another. I thoroughly look forward to meeting the contacts I made again soon, so we can share more advice and hopefully make some great referrals to eachother as well.

If you would like to know what inspired me to take photo's of everyone yesterday, well I had read an article about being an effective networker, in summary these were the pointers:
  • Create a good first impression
  • Be prepared - know what you want to get out of the day
  • Build relationships - ask questions and listen to find out what you have in common
  • Stand out from the crowd
  • Give something back - share something useful that you know
  • Be a Connector - introduce people who you think will benefit from knowing eachother
  • Don't be shy
  • Keep in touch

    It would be really nice to know what you thought of the event too and if you would like to promote your products and services on my blog please feel free.

    My Website - http://coldicottfreelancetraining.com/worcester-expo.php

    The Photo Gallery - http://helencoldicott.smugmug.com/Events/Worcester-Expo/13697320_sYZWa

Monday 6 September 2010

Tips on Writing Good Tweets

The aim of this Tweet is to help people who are new to Tweeting or to remind those who Tweet regularly how to increase your following through writing Good Tweets.

These are just guidelines, but they are particulalry aimed at people who want to promote what they do whether it be their interests or their business.

I must admit, that personally it is sometimes just interesting to find out what the latest celebrity gossip is and they are perfect tweets, as they are often brief, shocking or scandalous. Thankfully, we do not all have this level of drama, or fame to our advantage so these are aimed more at everyday, 'normal' people. Just like me!

If you find yourself hesitating whether to send a Tweet, first ask yourself the question 'Why am I writing this?' if the answer is it will be interesting, relevant and useful to my followers click 'Publish Post'. If it serves purely to feed you ego, this still might be OK if you're Gordon Ramsey for example, but otherwise you may end up putting people off!

Tips on Writing Good Tweets

  1. Be Useful - Create Value for you followers and tweet about something that will help them. You can offer them advice, inform them of something new on the market. Some examples might be, an event they may want to attend, a new project you're involved in that may interest them, money saving tips, anything that will add value to their life or help make life that bit easier, funnier or more interesting...

  2. Engage your Followers - If you were one of your followers, what would you want to hear about? Don't think what do I want to sell or promote. If you're a customer you might want to know what special offers are available, how you can use your existing products longer, how you can get the most return from the product or service, how you can share ideas with other customers. You might want to know what special offers are currently available, what free events and semionars there are to attend, etc...

  3. Be Descriptive - For example, you might want to tell your followers about an event you will be attending that may also be of interest to them. You may offer to meet them for a coffee or a Q & A session. You can tell them what will be there that might be of interest to them.

    Here are some examples - it would be great to here your suggestions for great Tweets or which version you like the best and why below:

    a. Just on my way to The Good Food Show at the NEC...
    b. Can't wait to see the Hairy Bikers and taste some of Jimmy's Farm sausages...
    c. Is anyone else going to The Good Food Show today? I can't wait to see the Hairy Bikers, how about you?

    Engaging Tweets that enable you to interact with your followers is what Twitter is all about, and is valuable even if your Tweet doesn't have a direct link to your website. Over time you can build up recommendations if you try your best to have an informative, interesting and value adding Twitter page.


  4. Be Interesting - Taking some sound advice from Darya Pino author of Summertomato she regulalrly responds to other people's tweets. For example in response to the question "What is the most interesting thing you have ever eaten?" she immediately replied with "The most interesting thing I have ever eaten? Sharks Lips" (repeating the question so that it is easy for her followers to track her conversation).

    "This reply sparked several minutes of vibrant 'twitversations' with various people about food, travel and ecological concerns." She adds, "The people I interacted with as a result of this tweet may not remember the details of our communication, but it is likely they went away with the general impression that I'm an interesting person worth following and recommending."

    She said this single tweet helped strengthen her network.


  5. Save Time - If you also have a Blog and Website, link them altogether and by just updating your Blog all three will be updated at once.

    How?
    a. Create your blog. The Most popular, free blog software are Blogger.com and WordPress.
    b. Create your Twitter account by just filling in the online form.
    c. Get you RSS Feed from your Blog and make it into a Feed using Feedinformer
    d. From you Twitter Account obtain the feed information to add to your website and your blog.

If you have any questions or advice on writing great Tweets, I would love to hear from you. I would like to compile a Top Ten Top Tweets list - so if you would like to submit your most popular I look forward to reading them... Happy Tweeting :-)

Monday 23 August 2010

How to Blog...

Here are five top tips on 'How to Blog' I have taken this advice from top blogger Perez Hilton, who is a celebrity gossip blogger, I hope they help improve the quality of your blogging...

1. You don't have to be a scientist!
Blogging is very easy, it is just a case of choosing your software platform such as blogger.com or wordpress, creating an account and then start adding your blogs. It doesn't matter if your site isn't very flash - the content is more important.


2. Unique Selling Point
You need a gimmick if you want to get ahead. Some of Perez's favourites include; peopleofwalmart.com - pictures of people who go shopping at walmart. It's really funny and has got alot of attention. Another favourite of his is fatcatlover.blogspot.com

3. Be Efficient
Blog's could be witty, eloquent and more grammatically correct. However this needs to be balanced with trying to create as much content as possible, as quickly as possible. Whether you're blogging as a hobby or as a potential job, try to do it frequently. The more content you have the more traffic you will get.


4. Visual Aid
With pictures you need to know about what you can and can't use. Perez Hiton for example had hundreds of celeb photo's on his sight and as soon as he and his blog became famous, he got sued alot. He now knows that if he does use a celeb photo that he has to pay for it.

5. Be Sociable
Network with other bloggers; leave comments on blogs and respond to people who comment on yours. Combining Twitter and your blog is a great way to cross promote your content. Plus you can attact and follow individuals who may share your passions and start following your blog.

Good Luck with your Blogging, if you have any ideas about creating interesting and popular blogs, please leave a comment or get in touch helen_coldicott@hotmail.com.

I also offer Social Media services to get your Blogs, Twitter Accounts, RSS Feeds all linked up and on your website, see my website for more details... www.helencoldicottfreelancetraining.com

Monday 16 August 2010

Pitfalls when starting a CRM project...

In my experience, there are a number of things that spell the making of an unsuccesful CRM (Customer Relationship Management) project. If you spot one or more of the following tell tale signs, nip it in the bud quick to avoid CRM failure:

1. No Clear Objective

Sometimes companies will embark on a CRM project without identifying what their main objective is. This has many pitfalls some of which include;

  • Drag - no one knows when the project is finished, because no clear goals have been set
  • Expense - CRM companies keep implementing change requests because the project creeps and goes beyond their original remit
  • Unmeasured - as no clear objectives were set, the project manager at the 'end' of the project cannot inform the management team that the project was a success or not
  • Miscommunication - as there is no clear aim or direction, it is impossible to communicate with the rest of the organisation and staff learning how to use the new system what they are trying to achieve
2. It can do this, and this and we can use it for this...

Sometimes all the functionality that is available in a new system can spark the imagination and it is tempting to start implementing too many things at once. As a consequence, lots of the system is used by a few very IT literate people and the rest of the organisation don't know how to use it properly and often become dispondent or even want to sabotage the new system and remain using their old, reliable systems. Thus, a split in the company and two systems that don't work properly instead of one.

3. CRM is a magic sales tool

This of course is not true, but some people often think that by investing in a new CRM system that all their sales issues will be resolved. CRM is a tool to improve, support and promote best sales practise. However, if the system is not used or used badly, you'll still have the same problems that you did before spending all that money!

4. It's not my job

CRM systems are contact databases with integrated, sales, marketing, customer service and management tools. All databases and IT systems need someone who looks after that database and ideally champions it's use. All the best CRM projects have a person who usually has used CRM in a previuos job, loves it and wants to share that knowledge with their new organisation. Sometimes a manager, will see a major flaw in their existing practises that they think CRM can help to resolve. These are CRM champions, without these people, encouraging and supporting users, often means that the CRM project will be a failure.

5. I don't have to use it

Without backup from the management team, inevitably CRM projects fail. If people don't have to fill something in, they won't.

6. Change

Implementing a successful CRM system take time. With time comes change, when your business changes your CRM system should also change to support this. What you also need to ensure is that people are using the system and that it is meeting your objectives. Therefore regular, monitoring and review meetings need to take place and any subsequent changes implemented.

On a happier note, I have also written some Top Tips on Successful CRM Projects, take a look, I hope it helps to make your project a great success. If you would like any help, advice or support on choosing the right CRM system for your business, please drop me an email helen_coldicott@hotmail.com or look at my website www.helencoldicottfreelancetraining.com . We don't just offer CRM training but help and advice on implementing successful CRM systems.

Top Tips for a successful CRM Project

1. Be Clear and Communicate

Ensure everyone in your organisation knows what your objectives are. For example, to have one shared database for all contact information or for all sales leads to be added and kept up-to-date.

2. Start Small

Begin by asking staff to record all new prospects and appointments. Remeber once these have been added that they will also need completing and updating. Start by implementing one area of functionality, but do this well. Once staff's confidence in using the system has grown, then you can add more functionality.

3. Keep it simple

Make your CRM system easy and intuitive to use. You can achieve this by keeping lookup lists up-to-date, using familiar terminology and removing any unused tabs, screens or fields.

4. Choose a CRM champion

Ensure you have at least one inhouse expert for users to ask for help and advice. It should also be this persons responsibility to mange the database, for example, keeping lookup lists up-to-date, adding new and deleting old users, in the correct way.

5. Monitor and Review your progress

Encourage managers to use the reporting tools available in your new CRM system. This will ensure you have endorsement from the management team and deliver real return on investment.

If you remind yourself of these five basic rules on a regular basis, it will help keep your objectives focused and ensure you and your organisation enjoy a stress free and successful CRM implementation.

Thursday 12 August 2010

Why attend a Google Adwords Workshop?

  1. Google is the world's number one ranking search site.
  2. In the UK alone over 16.2 million people use Google to search for goods, services and information.
  3. 94% of uk business service researchers use Google, more than twice that of Google's closest competitor
  4. 79% of search referrals in the UK come from the Google network
  5. Google users are 31% more likely to have purchased business products online compared to the average online user

The estimated level of online spending in the UK is set to reach £56 billion by 2014!

These are just a few of the statistics that give you an idea of the market you could potentially be reaching by investing in or improving your Google Adwords account.

How can Google training help us?

A better understanding of Google Adwords will allow you to effectively tap into the web market by enabling you to:

  1. Drive more people to your website
  2. Ensure your target audience are driven towards your wesbite
  3. Ensure your prospects arrive at the page that is most relevant to them
  4. Measure the success of your web marketing - are you getting good return on investment for your web budget?
If you would like to find out more about Google Adwords Workshops, please call 0770 410 5954 or email helen_coldicott@hotmail.com

Thursday 8 July 2010

Considerations when starting a CRM project...

When you are at the point of deciding which CRM system is best suited to your business needs, here are just a few of the questions you should be asking:

  • What is the main objective we are trying to achieve?
  • Who will be accessing the CRM system? (sales, marketing, finance, customer service, operations)
  • Where are they based, or how will they need to access it? (ie. from home, the office or on the road).
  • What is the relationship between us and our clients, b2b or b2c?
  • What are the main functions you need it to be able to do? (mail and email marketing, sales management, email, link to financial systems, process management)
  • Does it need to link to any other back office systems? If so what?
  • How many users will need to access it now, how many in 1, 2, 3 years time? (is it a scalable product).
  • How much legacy contact information do you have, where is it and what format?

How can CRM software help my organisation?

CRM software by itself cannot help improve your business performance. CRM is a business strategy focused on acquiring, developing and retaining the right customers. There is nothing 'new' or 'special' about CRM. It is simply the current term for doing business well or practising 'good business processes'.

If you are considering implementing a CRM solution, what will help your business is being clear about your objectives, ensuring you have engaged with and have input from your team, choosing the right CRM software to meet your requirements and budget and then choosing an experienced trainer who has your projects success at heart.

What are the benefits of CRM?

If CRM is implemented well, the business benefits include:
  • Reduction in 'lost' sales leads
  • Shared information means informed staff
  • Improved prospect and customer relationships
  • Increased profitability
  • Shorter sales cycles
  • Better customer service and improved response times
  • Improved customer loyalty and retention
  • Improved efficiency between departments
  • Better targeted marketing
  • Lower marketing costs
  • More effective use of time
  • Better office productivity

What is CRM?

In short, CRM stands for Customer Realtionship Management.

Gartner describes CRM as,

"A business strategy whose outcomes optimise profitability, revenue and customer staisfaction...
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back office enterprise functions".

My description would be,

"Customer relationship management means, better, more effective communications with your customers which equals better service and therefore more repeat business. To help you do this CRM software enables you to manage all customer interactions against a single customer record that is shared throughout your business."