Smart Shopping: Leveraging CRM to Maximize E-Commerce Potential and Profitability

By | CRM Consulting, Salesforce CRM

011916_TS_BLOG_SMARTSHOPPINGIn the era of “want it now, get it now” afforded by the Internet of Things (IoT), it comes as no surprise that e-commerce is not only a booming market—it could potentially usurp the once-thriving brick-and-mortar business as more and more customers turn to their laptop, phone, or smart device to make a purchase. In fact, Forrester predicts that one million U.S. B2B salespersons will lose their jobs to self-service e-commerce by 2020.

The Rise of Online Shopping: Getting On Board and Staying Afloat

A major contributing factor to this industry movement: The speed and flexibility afforded by e-commerce that’s almost impossible to replicate in-store. In fact, Forrester also reports that almost 75 percent of B2B buyers now say that buying from a website offers more convenience than buying from a sales rep, and 93 percent prefer to buy online rather than from a salesperson once they’ve decided what they want to buy. Read More

Shortening the Sales Cycle: Tips to Effectively Engage Key Stakeholders

By | CRM Consulting, Salesforce CRM

It’s no secret that sales is a people-oriented position. To complete a sales cycle, salespersons have to consistently interface, often multiple times with multiple people, and remain cognizant of the preferences, pain points, and pursuits of their core prospects. This requires communication skills, sure, but it also requires a careful, strategic approach to dialogue—of knowing what to say, when to say it, and—perhaps most importantly—who to say it to.

Thus, “know your customer” has never been a more important initiative. Yet, cutting through the chatter and truly finding those persons designated with decision-making rights can be a challenge. A recent study by member-based advisory company CEB included four surveys of more than 5,000 stakeholders involved in B2B purchases. The study found that on average, it takes 5.4 people to sign off on every purchase. If two is company and three’s a crowd, almost six can be overwhelming at best. Finding consensus and agreement in such a group can prove challenging, and can make the salespersons job that much more difficult. As a result, a recent industry study found that almost 60 percent of sales cycles result in no decision being made. Read More

Shift Into Automatic: Leveraging the Power of Automation on the Salesforce1 Platform and Beyond

By | CRM Consulting, Salesforce CRM

121515_TS_BLOG_SHIFTINTOAUTOMATICIt’s no secret that technology, specifically automation, is rapidly changing the way we live, think, communicate, and do business. From quicker checkout lines to smarter and more efficient manufacturing operations, manual processes are increasingly being replaced by machine-led techniques, and nowhere does this ring truer than in Customer Relationship Management (CRM).

Whereas traditional legacy systems were scattered around an office location, or even between multiple locations, often requiring painstaking work to locate key data and mine it for value, today’s CRM solutions are leaner, more compact, and take advantage of automation technology in a way never before possible. Read More

The Call Center Revolution: Dynamic Support and Service in 2016 and Beyond

By | CRM Consulting, Salesforce CRM

120815_TS_BLOG_CALLCENTERREVOLUTIONTraditionally, when a customer had a product inquiry, troubleshooting issue, or simply wanted to schedule routine or preventative maintenance on their system, they would refer to a company’s call center—where service reps behind a desk would search for the information they need. While such set-ups still exist and thrive today, innovation in digital technology is transforming the role of customer service into a more omnichannel, immersive one—enabling reps to take their knowledge, answers, and expertise with them wherever they go, meeting customers wherever and whenever they need help. The result? A more responsive, timely, and proactive team—and dramatically improved customer satisfaction.

Thankfully, making the move to a more responsive and dynamic service environment doesn’t have to mean making a complete overhaul of existing processes and proven best practices. With a few adjustments, your teams can be prepared to enter the new year with confidence: Read More

Making the Move: How Cloud-Based CRM Could Change Your Business for the Better

By | CRM Consulting, Salesforce CRM


The cloud. In just a few short years, the connotation and meaning behind this simple word has changed drastically, going from strictly a meteorological term to now encompassing an entire technology movement—an on-demand computing capability that is radically transforming how companies perform myriad business tasks, from information storage to cloud-based Customer Relationship Management (CRM).

Taking the place of applications or programs downloaded onto a building’s computer system or server, cloud computing now allows these same resources to be accessed through the internet—saving time, money, and business resources that could be better spent elsewhere. This is especially important for small businesses, many of which lack the bandwidth, physical space, or finances to run multiple systems at once, yet rely on a variety of applications and communication portals (such as e-mail, social media, mobile messaging, etc.) to perform daily tasks. Read More

Apps that Appeal: Why Data is the Most Important Factor in Your Next Design

By | CRM Consulting, Salesforce CRM


Whether you’re vastly familiar with the Salesforce AppExchange or have only recently dipped your toes in the water of the CRM software and all the features it has to offer, the resource remains a valuable tool for companies to access, create, share, and sell custom apps designed to make business processes easier and employee tasks more manageable. With thousands of enterprise and small-business apps designed for a variety of Salesforce uses, the AppExchange is the world’s leading business app marketplace. It’s also a powerful way for marketers, publishers, and app developers to gain recognition and experience, turn a profit, and expand into new territories.

Yet, understanding exactly how to proceed can be challenging. With so many apps available, standing out requires creating a solution that creatively meets a business need in a way that’s not only different from competitors, but sets your solution apart and urges users to peruse your other offerings. Read More

Service First: How CRM Enables Proactive Customer Support, Solving Issues Before They Arise

By | CRM Consulting, Salesforce CRM

111015_TS_BLOG_SERVICE_FIRSTCustomer support reps have seen it all. System troubleshooting, questions about warranty terms, installation, and where to find the on/off switch—you name it, they’ve helped fix it. They’re middle-of-the-night, last-minute-before-the-conference-call lifesavers, and to your company, they’re superheroes.

What if, however, they could help customers locate and diagnose issues before they even arose, preventing those eleventh hour headaches? The good news is, with a proven CRM system, they can. Now, support is turning from responsive to preventative and proactive – helping your teams respond quicker, and with greater accuracy, than ever before. According to Salesforce’s new 2015 State of Analytics Report, which gathers knowledge from 1,900 industry leaders worldwide, the majority of top performing teams are able to predict customer support issues before they arise more than 80 percent of the time. Read More

Advanced Analytics: Big Data, Business Intelligence, and How CRM Helps Make Sense of It All

By | CRM Consulting, Salesforce CRM

110315_TS_BLOG_ADV_ANALYTICSMore data means more opportunity, but only if it’s tracked, captured and studied in ways that result in actionable insights for your company. To this end, Salesforce’s new report, the 2015 State of Analytics, delves into how successful companies make the most of every interaction, tracking and studying insights gathered across the Internet of Things (IoT), then using this knowledge to drive more informed business decisions, profitable bottom lines, and stronger partnerships.

In a survey of more than 2,000 business leaders, directors, and executives worldwide, Salesforce uncovered key trends that separate top performing companies from the rest, all dealing with the priority and strategy they placed on data analytics. The good news is that by leveraging your proven CRM system, the primary steps are already in place to capture and retain the information that’s the most valuable to your company. Take a look at these next tips to uncover ways to ensure you’re maximizing your potential to turn data into deliverables: Read More

Better Branding: How CRM Helps Companies Deliver the Messages Customers Want

By | CRM Consulting, Salesforce CRM

102715_TS_BLOG_BETTER_BRANDINGWe’re living in the era of the Internet of Things (IoT), where customers and brands have more opportunity than ever to interact, exchange ideas, and work together to establish and maintain loyalty. Yet, channeling this freedom into true profitability requires delivering content and experiences that are tailored directly to what customers want, when they want it, and how they want it delivered.

In a nutshell, this means more than inundating them with digital messages just because the technology exists. Instead, a successful marketing strategy requires listening to your customers, then turning that knowledge and insight into dynamic, unique, and one-of-a-kind marketing that turns their heads without making them roll their eyes. Read More

CRM on the Horizon: How Leading Companies are Improving Accuracies Across the Enterprise

By | CRM Consulting, Salesforce CRM


Learning the ins and outs of your CRM software is essential to making sure you maximize ROI and boost user adoption across the enterprise. Yet, at the end of the day, though you may know all the technical features your solution has to offer, sometimes even greater insights can be gained by learning how the most successful companies are leveraging their CRM investments, leading to new applications and usage scenarios that you may not have even thought of before. To this end, a new industry leading report has identified several key trends shaping the CRM environment—specifically the Salesforce platform—for this year and beyond, and examining some of the highlighted findings can prove immensely helpful when strategizing new and innovative CRM deployments for now and in the future. Read More