Safeguarded and Secure: Avoiding the High Costs and Repercussions of a Data Breach

By | CRM Consulting

041916_TS_BLOG_CustomerLoyaltySupport (1)For the most part, data is exchanged daily across an enterprise—some of it structured and easily managed and organized, while some of it remains unstructured, transmitted as Big Data across the Internet of Things (IoT), requiring advanced data analytics to mine it for value. However, while the quality and content of the data may vary, once it enters your systems one standard remains constant—the need to safeguard it against vulnerabilities and ensure confidentiality is maintained throughout its use.

While this practice is a must for any business, there are many instances where a data breach means more than just a loss of money or even a loss of business. For instance, in both the healthcare and financial industries, the mishandling of client data could be utterly detrimental, crumbling the foundation of a company and severely threatening its future. Read More

Completing the Circle: Building Loyalty through Exceptional Support

By | CRM Consulting

041916_TS_BLOG_CustomerLoyaltySupportYou may already know that providing an effortless and seamless customer experience is crucial to cultivating the type of long-term, repeat loyalty necessary to sustain a brand. Yet, while efforts are often tightly concentrated in the sales and project phases, with employees doing all they can to secure new business and ensure client satisfaction while on-site, one essential element remains—that of superior-level customer support. Fielding troubleshooting requests, answering questions, and mending faulty parts might come at the end of the customer journey, but it’s a final step that, when performed correctly (or incorrectly), can make all the difference in whether or not a client decides to call on your business in the future. Read More

CRM Change Management: Why People and Processes are as Important as Technology

By | CRM Consulting

040816_TS_BLOG_CRMChangeMGMTThe decision to invest in a CRM software solution is often made with great thought and consideration toward how the new system will affect current operations. From outside consultations to internal executive meetings, discussion occurs on how to best utilize the new tool to optimize the current business environment—and whether that entails a complete overhaul of existing legacy systems or simply integrating the software into existing and proven processes, the dialogue is still a necessary component of a successful (and seamless) technology project.

In partnership with CustomerThink, a global online community of business leaders, Forrester recently ran a survey that explored exactly what makes a CRM implementation successful. Is it investing in the right hardware and software? Or rather, is it improving employee training initiatives to make sure everyone is up to speed on how to use the new solution? Turns out, it’s both: The process of adapting to the new business environment afforded by a CRM solution is known as change management, and the success of each new project hinges on how well this process incorporates both technology, as well as the people and processes that center around it. Read More

A Case for the Customer: New Metrics, Trends, and Expectations for Today’s Modern Marketer

By | CRM Consulting

040516_TS_BLOG_CRMMarketingTrendsKeeping up with customer demand is a top requirement across a majority of industries—and today, with access to myriad online tools through which they can voice their wants and concerns, interact with their favorite brands, and encourage or dissuade the loyalty of their peers, customers are, now more than ever, a driving force in corporate success. To this end, today’s marketer is constantly searching for the best avenue to reach their target audience—how to spark their initial interest, maintain ongoing engagement, and ultimately, capture their long-term business.

In its 2016 “State of Marketing” report that contains insights from more than 4,000 marketing leaders worldwide, Salesforce reviews how high-performing marketing teams are making the most of the tools at their disposal to not just market to or at customers, but to truly connect with them in a way that leads to a more fulfilling, sustainable, and profitable relationship. Read More

Vital Signs: Technology, the Customer Journey and CRM in the Healthcare Industry

By | CRM Consulting

032916_TS_BLOG_VITAL_SIGNS_V3Until recently, healthcare provider IT departments have been primarily focused on one major initiative: making the shift from paper-based charts to Electronic Health Records (EHR), and ensuring personnel and facilities are equipped with the tools and knowledge needed to support the transition. Yet, a recent industry survey reveals that as EHR becomes a more mainstream practice, IT budgets are shifting priority, with technology investments now centered on improving the overall customer experience, with such tools as data analytics and CRM emerging as major players.

Preventative Health: Investing Now for Long-Term Customer Care

According to the IDC 2015–2016 Healthcare Provider Technology Spend Survey, 40 percent of healthcare providers cite that their IT budgets are growing, though only 25 percent attribute this growth to EHR investments. Instead, money is being spent on opportunities to optimize the business environment for more accountable care in an overall effort to improve the client journey. While investments in mobile innovation are being leveraged to help caregivers provide more timely and accurate service, the survey, which examined technology spending and planned technology spending by U.S. acute care hospitals with more than 200 beds, revealed that 50 percent of software spending is currently allocated to on-premise investments. Read More

CRM in Manufacturing: Improving Performance, Service, and the Customer Journey

By | CRM Consulting

032116_TS_BLOG_CRM_MFGAcross a variety of industry verticals, CRM is heralded for its ability to streamline communication, improve employee collaboration, and help companies gain deeper insight into their core customer base. It comes as no surprise then, that as the manufacturing industry seeks to improve its service offerings, executives are looking to technology, specifically CRM software, to help provide the level of support their customers need.

Meeting the Need: Field Service Technology and the Customer

In the recent “2016 Connected Manufacturing Service Report” consisting of an online survey conducted by Harris Poll of more than 200 executives, Salesforce found that an overwhelming 90 percent believe that improving field service performance is a top priority for their business, and 92 percent agree that organizations need to adapt their service models to meet customer needs. To achieve this goal, 87 percent believe that it’s important for their companies to invest in field service technology, equipping their employees with the up-to-the-minute insights they need to provide more accurate customer service. Read More

On the Money: How CRM Helps Banking Executives Deliver on Customer Expectations

By | CRM Consulting

031516_TS_BLOG_CRMBANKINGEXECSThe value of superior customer service can never be overstressed, and the initiative to provide excellent support is one driven by industries across a variety of verticals, including banking and financial institutions. Keeping clients happy is a top priority, along with maintaining a reputable and trustworthy brand identity and cultivating long-term relationships that lead to sustained business growth. To this end, banking executives are increasingly looking to technology to help them reach audiences across channels, better engage with existing clients and key prospects, and stay ahead of the curve on digitalization opportunities.

Strategically Focused: Keeping Up and Standing Out in a Competitive Industry

To provide this level of service, however, requires that executives make strategic investments in the areas that are of most concern to their customers—thankfully, the proliferation of digital and mobile technology has made it easier than ever to meet clients where they are and support their needs through a variety of inventive and convenient channels. Read More

CRM and the CEO: Top Issues, Concerns, and Initiatives of Today’s Leaders

By | CRM Consulting

030816_TS_BLOG_CRM&CEO_V2As companies look to propel forward in the midst of a tidal wave of globalization and digitalization opportunity, C-suite executives are seeing their roles widen, often with a focus much larger than perhaps even their title suggests. We discussed this a few weeks ago when we highlighted the evolving position of the CIO, and how a more widespread and connected enterprise means that in addition to keeping the IT systems up and running for all personnel, this role now encompasses managing an ever-growing network of endpoints, and making sure that data access is consistently maintained.

In a similar vein, the responsibilities and challenges facing the CEO are likewise growing every day, with a spotlight on cultivating a more superior customer relationship and brand image—initiatives that take center stage, even over maintaining the bottom line. Read More

Easy, Effective, and Emotional: Top Industry Predictions for CRM in 2016

By | CRM Consulting

030116_TS_BLOG_CRMPREDICTIONS_V3Forrester recently complied a list of its industry predictions and top 10 CRM trends for 2016, and while there are certainly new and innovative applications created every day that companies can leverage to enhance and supplement their CRM capability, interestingly, Forrester’s top three trends focused more on simply getting back to the basics—utilizing CRM to create a foundational building block for success, primarily by strengthening existing relationships and fostering more viable new ones.

Finding better and smarter ways to strengthen your company’s customer relationship management strategy doesn’t just help support stronger customer experiences in the short run. Rather, taking the time and making the investments required now to understand, engage, and connect with your audience can result in continual long-term business growth—the kind that leads to repeat business (driven by satisfied clients that happily give referrals), improved brand loyalty, and top-line growth and profit that continues to grow year after year. Let’s take a look at how companies can maximize the transformation: Read More

Keeping it Personal: The Power of Big Data Analytics to Transform the Customer Experience

By | CRM Consulting

022216_TS_BLOG_BIGDATAANALYTICS_MAIN_V3The path-to-purchase these days is rarely linear. Rather, customers often take a multi-directional route as they interact with brands through various platforms and channels before reaching their final check-out destination. The impetus behind this change of pace: mobile and digital technology, and the opportunity it affords companies to create meaningful, 1:1 relationships with the clients they serve. As a result, interested customers are no longer limited to walking into a physical, brick-and-mortar storefront to purchase the goods and services they need. Now, they can simply hop on their smart phone, tablet, or other device for instant access to myriad options that fit the bill.

Such innovation not only benefits your core audience—it also poses incredible growth opportunity for your business, primarily by allowing the capture of key profile data that can be leveraged to drive improved performance and more targeted campaigns. From statistics on abandoned online “shopping cart” rates to click counts that monitor the various paths of activity as individuals peruse digital offerings, the amount and level of data available is virtually endless, and a majority of it can be used to help companies create contextual, customized interactions that clients crave—for example, think of Amazon’s “customers who bought this also bought this” outreach method, and the amount of add-on sales it generates. Read More