CRM software

I have a recommendation - don't do it. In my opinion CRM is a system that stops people thinking. It actually stands for Crap Response Management. If you want an example ring any call centre. Geoff
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Geoff Westgarth
Practical Business
Tel 01489 786602
email: geoffwestgarth@practical-business.co.uk
Web: www.practical-business.co.uk
Web: www.attitudepromotions.co.uk

If you are undertaking a volume of client or potential client contacts then some method of recording those contacts (what was said, what you said would happen next and some sort of diary function) is invaluable. I fundamentally disagree with Geoff that the result will be a “crap response”; on the contrary, if you rely on your memory to retain every scrap of information about all your business contacts then you are bound to fail. Unless of course you only have a couple of clients. You can configure MS Outlook to give you some of what you need, but I have found that ACT! or Goldmine are two good ones.
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AsMustard

John I agree about outlook - that's what I use - but because it's not set up like ACT or Goldmine - it means the user has to think about what the "contact" is actually saying much more - hence (IMHO) a better service. Normally, when you talk on the 'phone to someone using CRM, all you get are stock responses fixed by the CRM system - it's like talking to cotton wool. Geoff

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[i]Originally posted by AsMustard[/i] [br]If you are undertaking a volume of client or potential client contacts then some method of recording those contacts (what was said, what you said would happen next and some sort of diary function) is invaluable. I fundamentally disagree with Geoff that the result will be a “crap response”; on the contrary, if you rely on your memory to retain every scrap of information about all your business contacts then you are bound to fail. Unless of course you only have a couple of clients. You can configure MS Outlook to give you some of what you need, but I have found that ACT! or Goldmine are two good ones. John C Keen AsMustard

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I agree, Geoff, scripted conversations are stilted and ineffective. CRM should be more about telling the story of your history with a client or prospect than providing the basis for contact.
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AsMustard

Hi Troi, we specialise in web and bespoke applications. If you are looking for a cost effective solution that cna be built to meet your exact requirements, drop me an email with a contact number and I will give you a call to discuss your requirements
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Russell Murch
RPM Solutions (UK) Limited
+44(0)1392 499966

Well CRM isnt just 'outbound calling' in fact its only a small part of the overall package and to say its crap is just rubbish. We evaluated several offerings but I feel many overlook the basics. We needed a simple but effective contact manager that would record contact with our customers and more importantly documents and emails sent to and from those contacts. We also wanted a shared calendar and task list and the ability to track sales through a pipeline. In the end we opted for accpac CRM which you can either run as a hosted product (30 day trial available too) or buy a version which sits on your own in house server. Its web based but can also sit within outlook and integrates very nicely with outlook too.
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Gary


www.emediatelecom.com

Microsoft have launched a directly competitive offering, which properly integrates with your Outlook email (because it's from Microsoft too, see..). Simple, effective and scalable. Please email me for more information.

How about posting the information on an open forum (i.e. here) so we all benefit form your knowledge? Welcome to the forum. ----- The ultimate bus1ness forum for beginners, improvers and serial entrepreneurs is coming soon. With up to the minute relevant posts on all aspects of your bus1ness from resident experts. Intelligent programming ensures the board is relevant for you and up to date with spam and bad posts minimised. URL to be publicised soon.
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www.youcangetit.co.uk - Business services and community. Do you get it?

CRM: Cause Related Marketing CRM: Customer Related Marketing ??
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chris
www.oxford-conferences.com

Don't quite understand the cynical viw of some on this subject, a good crm package with the right features can be the life blood of a company
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Russell Murch
RPM Solutions (UK) Limited
+44(0)1392 499966

Troi, Let me take this opportunity to clear up a few things.... Arguably the most important aspect of all profit-hungry businesses is the CUSTOMER. Treat them right and they'll remain loyal forever. Retaining customers is somewhere in the region of 60% cheaper than finding new customers. Once you've got them, you better work hard at keeping them. And having people in call centre's regurgitating scripts is not how to turn your customers on! Now that products are becoming harder to distinguish from supplier to supplier, what separates you and your competitors is your level of service. The failure of CRM in so many organisation has been caused by several reasons, namely, poor strategic management, little senior management buy-in, vendor hype, but most glaringly obvious is the fact that CRM was bought as a technological solution, when in fact CRM requires a cultural shift from being (perhaps) product-centric to becoming customer-centric. Intrepid Developments has been working closely with several clients recently on ways to improve their CRM; we've been looking at the overall process, not just those where technology can facilitate improved CRM. Without fully understanding your business, and if your positive in that off-the-shelf s/ware can do the trick fo you and your company then Goldmine just pips it for us at Intrepid. However, I would suggest you contact us as there is always an alternative and our experience in this arena will save you money. I guarantee it. Best regards Alex.
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I'm really keen to get other views on CRM from the rest of you guys out there? What's your perception of CRM? If your thining of, or have implemented a CRM intiative, how's it going? Regards Alex.
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