Customer Relationship Management (CRM)

Video overviews and explains what CRM means and its importance to marketers.

For more information please visit www.cxmcrm.com 

Opportunity to see the CXM in action! FREE WEBINAR

Business professionals and business owners I feel are really not aware of the benefits of implementing a CRM system into their organization.  Creedenz Solutions Inc. wants to spread the word!! Take a few minutes out of your busy schedule and book a live web demo with us.  Come and see the features and CXM in action.  The best part of this live demo is that it will open your imagination.  It will show you what your business is missing.  More importantly, this limited-time demo of the CXM will show you how to increase your sales, productivity and enable you to forecast future sales and deals. Go ahead and sign up for an invitation to our weekly live demo of the CXM system.  Just visit: http://www.creedenz.com/index.php/contact  or call (951) 999-4195

This open invitation is brought to you by Creedenz Solutions Inc.   Riverside, Ca    www.creedenz.com

CRM That Is Customizable

The idea of having a CRM system that is 100% customizable is beautiful music to a small to mid-size business ears.  Every business is not alike! Most of the CRM tools and software available in today's market makes it; that each business must work within their (software vendor) CRM design and solutions.  That only means more money, more time and more down-time you aren't using your CRM system correctly to profit and gain a market share.  CXM is not only "100% customizable", but you can also deploy CXM on your own cloud, server or PC.  This is not common in the market of CRM.  To find out more check out the video above and call Creedenz Solutions today!
Or visit www.cxmcrm.com

CRM Economics 101

An examination of theory and the bottom line

Economic and management theory teaches us to examine options with relative scientific objectivity to determine the most efficient and profitable processes to increase revenue. Simply put, we look for the quickest and most effective way to make a profit.

What does economic and management theory teach us about CRM? In 1959 Frederick Herzberg, a psychologist, found that job satisfaction and job dissatisfaction acted independently of each other. The theory states that there are certain factors in the workplace that causes job satisfaction, while a separate set of factors cause dissatisfaction. The factors that cause job satisfaction are called motivating factors while the factors that cause dissatisfaction are called hygienic factors. Basically put, motivational factors tend to increase job satisfaction. Hygienic factors are necessary to prevent dissatisfaction, but only serve to de-motivate job satisfaction if these factors are not present.

If we relate this theory to CRM we can safely state that hygienic factors are those things that the customer expects whenever they purchase your goods or services; the phone is answered in a timely fashion, the bathrooms are clean, orders are fulfilled correctly, and the many things customers simply expect from your company every time they interact with you. Motivational factors can further be defined (in relation to CRM) as those factors that increase your sales; lowering your price, customer loyalty rewards, holiday specials, and so forth.

In economic theory, the law of demand states that, in general, price and quantity demanded in a given market are inversely related. In other words, the higher the price of a product, the less of it people would be able and willing to buy of it (other things unchanged). As the price of a commodity rises, overall purchasing power decreases (the income effect) and consumers move toward relatively less expensive goods (the substitution effect). Other factors can also affect demand; for example and increase in income will shift the demand curve outward relative to the origin (increased demand leads to increased prices and vice versa).

So we can say that customers have a certain level of expectations (hygienic factors) and are enticed to purchase our goods and services through sales, marketing, and other factors (motivational and economic factors). In other words, the customer is very complex. It is rarely only about price (unless you have a homogeneous product/service with an abundance of substitutes and a perfectly inelastic supply curve). Customers expect a certain level of service to accompany their purchasing experience. The key item here is what kind of experience, how much service, and what and how often they purchase.

So how can CRM provide us with the insight into our customer to determine the best methods to make more money? It's all about history. The ability to track your customer and review what they have done in the past can give your insight into their new buying behaviors. Why is this important? The ability to review and analyze past behaviors and purchases allow you the ability to do two very important things: 1) ensure you have resources (product and labor) at the right place and the right time in anticipation of demand for your goods and services. 2) Analyzing and trending information to predict future buying patterns.

CRM allows you to track a multitude of information about your customer, including personal information that allows you to build upon your existing relationship. It also ensures that your customer receives a level of service commiserate with their purchasing power by everyone who accesses your CRM. Most importantly, CRM is an essential tool (more so in a sluggish economy) that enables you to do what you do best - offer your goods and services at a price the market will bear.

CRM? Do you Know What You Need?

If you find yourself lost in the world of looking for a CRM business solution.  Watch this video and see why? CXM might be what you are looking for and what your business needs.  There are hundreds of choices in the market.  Maybe you just found your solution!!

When a Good CRM Goes Bad

CRM applications have the potential to maximizing and optimizing nearly every aspect of your business. In short, CRM can drive bottom-line results while improving productivity and sales. But what happens when your CRM fails to produce the results everyone expects from CRM? What went wrong? Why isn't your CRM living up to its potential?

CRM depends upon two factors to enable its success. If either factor is missing or not fully present, then CRM will not live up to your expectations. These two critical factors form the foundation of CRM.

The first factor we will examine is infrastructure. Infrastructure is all of the computers, servers, and physical hardware that are used to connect your computers into a network. It doesn't matter if the network is small or large, if the infrastructure doesn't meet the requirements of the CRM then one of the required elements of your CRM foundation does not exist and your CRM will fail you. The requirements (and cost) of CRM varies greatly. It is important to involve an Information Technology (IT) person that you trust as well as understands your business and constraints. Any computer geek can recommend installing a multi-million dollar system, but a trusted consultant, employee, or partner that understands your business and infrastructure is essential to the successful outcome of your CRM. Additionally the IT person can also assist to ensure your CRM implementation is configured correctly and aligned to your business needs, providing you with a clear roadmap of future CRM enhancements and infrastructure upgrades necessary to support your future growth.

The second factor essential to your success with CRM is buy-in. Buy-in is defined as the commitment of interested or affected people to a decision that agrees to give their support, often by having been involved in the decision making process. Making sure you involve everyone that will be part of your CRM team is essential; you will be depending upon them to use the system correctly and regularly. If your people are not committed to using your CRM, then your ability to us your CRM as a valuable business tool is hindered before you even begin. After all, they are on the front line every day and closest to your customers and understand why your customers make their purchases. However, ensuring your people understand your limitations and constraints when involving them in your CRM process will help to ensure the process is accomplished in a timely and cost-effective manner. Needless to say, without buy-in from everyone involved your CRM will fail you.

There you have the two most critical components to your CRM foundation. However, it is important to note that nothing remains static. After all, wasn't the purpose of implementing a CRM to grow and optimize your business? It is also just as important to periodically validate your infrastructure as well as refreshing the buy-in from the people using your CRM to ensure your people and CRM are in sync with your business.

When the foundation of your CRM is solid, your CRM grows with your business.

I encourage you to sign up for a Free Web Demo by going to www.cxmcrm.com today!

Professional Services

We love receiving input from our customers; here is a testimony from another happy CXM customer talking about our Professional Services.