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

The Path to Digitalization: Strategically Combining Technologies to Optimize Success

By | CRM Consulting

020815_TS_BLOG_PATHTODIGITIZATIONFrom mobility to analytics to interactive marketing, the options for implementing digitalization into business are far and wide-reaching, and only continue to grow as people and objects become more connected. Successful companies are laying the groundwork now to deploy the ones that make the most sense for their goals and objectives, creating a blended platform of technologies designed specifically to further business growth and fuel employee performance.

This customized approach not only allows companies to select the tools and trends that work best for them—it allows them to leverage their investments in a combined environment, boosting the effectiveness of each. In fact, the recent Accenture report titled, “Growing the Digital Business: Accenture Mobility Research 2015” found that seven in 10 executives believe digital technologies have greater power and transformation potential when implemented together, rather than individually. Furthermore, nine out of 10 executives said their organization has clear expectations for how digital technologies can enhance their business—and plan to see benefits from both a customer and enterprise perspective. Referred to by Accenture as “digital density”, this movement is proven to accelerate both competitiveness and economic growth within a business environment—so how do you get started? Read More

On the Go: Optimizing Mobile Strategies for Maximum Influence & Exposure

By | CRM Consulting

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As mobile technology continues to grow in scope and size, users from various industries and verticals are leveraging it to improve customer relationships, engaging at various touchpoints across the path-to-purchase on the devices and platforms that their audience prefers. Yet, the same functionality that makes sales and marketing simpler is equally beneficial within the workplace. Equipping employees with up-to-date mobile tools not only helps them campaign and serve better—it helps them perform better overall, ensuring they have up-to-the-minute access to the business knowledge and resources they need to stay on top of their game.

According to a recent industry report, 79 percent of companies cite enhancing their sales reps’ ability to perform work on a mobile device as a top priority in the coming year—and for good reason. The same report found that employees are two times as likely to think Salesforce makes their jobs easier when they can access the software from their mobile device. What does this mean for executives? It means investing in mobile technology isn’t simply following a fad—it’s laying the groundwork to strategically equip your teams to serve better, respond smarter, and perform at their top capacity. Read More

A Common Goal: Maximizing Technology Investments Across the Enterprise to Bridge the Employee and Customer Experience

By | CRM Consulting

CRM and the Customer Experience

By now, you may know all about how CRM software can help streamline and simplify customer interactions by providing a central database for contact management. Yet, while organization is a critical part of a successful outreach program, equally important is leveraging your CRM investment to equip employees with the tools and knowledge they need to directly drive more effective engagement.

These days, staying competitive and building brand loyalty takes more than a dynamic product or service. You may be the best in the business, but if your customers aren’t fully engaged with your brand, you may miss out on myriad opportunities for growth. In fact, a recent Gallup poll reveals that customers who are fully and actively engaged represent an average 24 percent premium in terms of wallet share, profitability, revenue, and relationship growth compared with the average customer. In contrast, actively disengaged customers represent a 19% discount on these measures. Read More

Mastering the Mobile App: How Cloud-Based Technologies Can Help You Connect & Engage Faster Than Ever Before

By | CRM Consulting

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Take a look at what you’re using to read this. If you’re one of six billion people in the world with access to a mobile phone, chances are you’ve pulled this blog up on there, or maybe another preferred smart device. Either way, it’s hard to deny one very obvious truth: in the world of the Internet of Things (IoT), if you want to be heard, your message has to fit into the palm of your customers’ hand.

But how do you succeed at capturing your audience’s attention when there are countless other companies clamoring for their click? Key to succeeding in the mobile market is establishing a seamless customer experience. To do so, your sales team has to communicate with your marketing folks, your C-suite executives need to understand what’s going on with IT, and your customer service reps need immediate access to field employees and SMEs. Read More

The Modern B2B Initiative: Reducing IT Complexities & Boosting Field Sales Efficiency

By | CRM Consulting

As technology continues to change the way we work, it’s also radically transforming how we capture and keep some of our most valuable assets: business-to-business (B2B) relationships. It’s no secret that B2B sales depend on superior communication, expert positioning, and seamless collaboration among partners. Yet, the way we achieve such functionality is rapidly morphing—from in-person meetings to online transactions, and now—to mobile applications that support real-time contact while in the field.

Mobile Innovation and B2B Content Delivery

According to Eccolo Media’s 2014 B2B Technology Content Survey Report, out of 503 respondents responsible for influencing or making their company’s technology purchasing decisions, 71 percent consume vendor content on a mobile device, and out of 16 identified content types, ranging from white papers to tweets, all types were consumed through a mobile channel by at least some respondents. Read More

A Connected CRM Enterprise: Leveraging Business Intelligence to Define a Consistent Omnichannel Experience

By | CRM Consulting

Connected CRM Enterprise
The saying “you never get a second chance to make a first impression” has perhaps never rang truer than in today’s digitally driven, always-on world, where brands are clamoring for attention amid a web of similar offerings, and a powerful initial impact is essential to standing out from the competition. Whereas traditional customer engagement centered solely on face-to-face interaction fueled by in-person nuances such as voice inflection and gestures to set the tone, communicating across today’s Internet of Things (IoT) requires transforming your company’s message across multiple channels to reach your intended audience, and staying personal, relevant, and engaging requires an online presence as dynamic and compelling as your in-store persona.

Business Intelligence: Leveraging Insights to Attract and Retain

Key to maintaining a consistent and reliable customer experience across the IoT is capturing and leveraging business intelligence insights to drive more effective interactions. To this end, a robust CRM system enables sales, service, and marketing teams to not only engage with prospects and clients within the environments and devices they prefer, but to also track and analyze customer buying patterns, shopping preferences, and purchasing trends to provide more tailored and targeted support. Read More

Taking CRM on the Road: Top Trends and Prediction for Mobile App Development and User Engagement

By | CRM Consulting

CRM Mobile App Trends 2014

In today’s era of technology, increasingly defined by the explosive growth of the Internet of Things, helping teams stay connected across devices and channels isn’t just good business sense—it’s essential to staying competitive and profitable in an massively interconnected “workplace,” wherever that might be. At the heart of this digital transformation is the mobile app, a media tool that’s revolutionizing how employees communicate, share knowledge across departments, and reach out to customers—and from the most basic to the incredibly complex, users are creating and disseminating these solutions at breakneck pace. According to the U.S. Mobile App Report by comScore, mobile app usage grew 52 percent from June 2013 to June 2014, compared to desktop usage, which increased by one percent—total U.S. digital media time spent jumped 24 percent. Read More