DMC: Get the most out of CRM for your business

31 March 2009

It is important to utilise your CRM solution in the correct way for your business, understanding the principles and processes will help to establish issues.

It is commonplace for businesses to implement a Customer Relationship Management (CRM) solution expecting a quick fix to all sales process issues, only to be disappointed and dismiss the idea in a quick succession. CRM is more than just software and many businesses, when implementing CRM, fail to realise the importance of a number of key issues. A CRM system is only as good as the data entered therefore it must be part of a wider philosophy and a complete culture within any organisation. . CRM users can be discouraged by a "Big Bang" approach and hinder their daily working practice, leaving them feeling pressurised into learning a highly complex system and use it correctly from day one. A more gentle approach to implementation should be considered in favour of this, providing users with time to familiarise themselves with a solution ahead of the "go live"date. Mike Ramsay, Managing Director of DMC Software Solutions, a leading Sage and Microsoft CRM provider, explains, "It is proven that a complex CRM system with many tabs and fields that will never be used discourage and alienate users. Therefore it is important for businesses to customise their CRM solutions to meet the individual needs of the business, in order to achieve optimum efficiency from both the system and the users over a period of time." "For CRM to be successful it is important for those who use it to have input into the way it functions, the fields that appear and the processes involved. This involvement enables users to envision the advantages of CRM and they will become more interested in using it properly, entering up to date information on a regular basis and not just when they are forced to by management." The benefit of a well maintained CRM solution is clear, providing a business with many opportunities to utilise available resources and optimise more profitable activity. Having one central location where all client data resides is invaluable to organisations that focus on customer service. CRM enables everyone to have the same view of a client's history, including transactions, allowing them to respond more quickly to enquiries and requests. In addition to this, a CRM solution will enable all communications to be targeted and measured effectively, in order to develop a business's ability to nurture valuable customer relationships. This relationship building will subsequently improve referrals and repeat purchase, which will impact dramatically on the bottom line. About DMC Software DMC Software is a company that is experienced in providing Customer Relationship Management (CRM), Accounts and integrated business solutions for businesses of all sizes, across a broad range of industries including ACT! by Sage, Sage CRM, Sage SalesLogix CRM and Microsoft Dynamics CRM. With advanced development abilities DMC can tailor a solution to meet the exact requirements of a business, providing the tools and supporting services to increase efficiency and profitability.

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DMC Software