 BUSINESS 4NETWORKING [Lesson 2 - Types of CRM Software]
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Posted on 20th Jan 2009 at 08:56
Lesson 2 - Types of CRM
Customer relationship management (CRM) is important in running a successful business.
As 4N says “You met them, liked them, got to know them, then trusted them. It's at this point you work together”. The better the relationship you have with a person, the easier it becomes to conduct business and generate revenue.
CRM solutions tend to fall into one of these 4 broad areas:
Off-the-shelf CRM
Several software companies offer CRM off the shelf which tend to be cut-down versions made suitable for smaller businesses. This approach has been known to be the cheapest option as you are investing in standard software. However, with the low price comes many drawbacks. The major downside is that the software may not always do precisely what you want and you may have to trade off functionality for convenience and price. If it does what you want – this may be the best option – do not change the way you do business to fit in with a CRM – a CRM that is ideal for you and your business will fit in with the way you work. The key to success is to be flexible without compromising too much.
Tailored CRM
Tailored solutions are a mix between an off the shelf and bespoke solution. A tailored solution begins at core CRM solution. Additional business specific modules are added and fully integrated to form a more precise business tool for you and your business without the increased costs and time to implementation. Due to these reasosn this type of solution is on the increase.
Bespoke CRM
For the ultimate in tailored CRM solutions, consultants and software engineers will customise or create a CRM system from the chalkboard. However, this can be quickly become expensive and time consuming. If you choose this option, make sure you carefully specify exactly what you want.
Outsourced CRM
Also known as Hosted CRM, On-Demand CRM, Web Based CRM, Online CRM and Software as a Service (SaaS), is where the some or all of the organisations Customer Relationship Management (CRM) functions are hosted by a service provider and typically made available over the Internet.
The popularity and adoption rate of hosted CRM software is rising quickly with many small to medium sized business been able to benefit from CRM software. This approach is also ideal if you need to implement quickly, have a low budget, want global access or don’t have the IT staff to support an on-premise CRM. It is also a good solution if you already geared towards online e-commerce.
When deciding which of the four types best suits your organisation, you should take into account your requirements, your time-frame and your budget. It is also worth noting that a good solution can pay for itself in a relatively short period of time, where as a bad solution can cost you more and lower your efficiency in the long-term.
Remember, you are never alone in making this decision; reputable software providers will bring you peace of mind by guiding you through this process and helping you choose the solution that is right for you and your business.
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CRM, Bespoke Software Development, Web Based CRM, Call Centre Software, Telemarketing Software, Event Management Software , Project Management Software, Diary Management Software, Marketing Management Software Recruitment Software, Applicant Tracking Software, CRM Consultant, CRM Software, CRM Systems, Hosted CRM Software, CRM Software as a Service, CRM Software on Demand, Web Based CRM Software, Cloud CRM, CRM on the Cloud, Mobile CRM, CRM on mobile, iPhone CRM, Blackberry CRM, CRM PDA, Smart Phone CRM, Contact Management, Contact Management Software, CRM and TAPI Integration, CRM & VOIP Integration, CRM Telephone Integration, Web Based Telemarketing Software , Online Telemarketing Software, VOIP CRM,
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Posted on 20th Jan 2009 at 11:07
Stuart
Totally agree it is not the software but the thought process and a campaign methodology that will make CRM work. The software is only the method of saving data. The rules and thought behind how you use it is the key to success. I see so many organisations who 'buy CRM' and twelve months later it languishes on a PC because it is too complicated to use and therefore people do not use.
Take time to review need, map process and keep it simple and useable. But fundementally think through the sales, conversion and retention process to make it relevant.
HELPING DELIVER GROWTH FOR AMBITIOUS BUSINESS'.
Sales & Marketing Perfomance improvement.
Ambitious Growth Strategy Execution - Business Integration and Takeover - Partnering or new markets - Developing value.
SkypeID: rupertchislett
www.actioneering.co.uk
Tel 0845 225 3 225
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Posted on 21st Jan 2009 at 08:54
Stuart, these are an excellent series of posts. I agree with many of the points (particularly the off the shelf section) but I would add an important caveat to the Bespoke CRM section. We have written many bespoke CRM systems for a number of customers and we have rarely hit problems with the development becoming time consuming or expensive.
I agree that the customer needs to have a clear idea of what they want but one of the key skills of the developer should be the ability to understand the customers business and point them towards the best solution.
Another great advantage of the bespoke CRM route is scalability. Many of our systems start out small and then become bigger and more complex over a period of time as a business grows and/or new requirements are added. This model is an excellent way for a customer to end up with a solid and key system without a big initial investment whilst it also allows them to grow the system in manageable chunks whilst they learn what they require without having to make all decisions about the scope of the system at the outset.
In our experience unless a business can find an ‘off the shelf’ solution that fits there requirements very closely, then the bespoke route should always be very seriously considered.
Ken Abbott (aka Billy Redbull)
Group Leader Gordano 4Networking.
Member of The Travelling 4Burys
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The Microsoft Access People
01275 845827
www.redwing-ap.co.uk
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See what's coming to Gordano4N
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Posted on 21st Jan 2009 at 15:23
Hi Ken,
Thank you for your kind comments - todays post was a little late I was at 4N in Leeds today and had a client meeting- I hope you enjoy the new one and I am sure you can add many more benefits of CRM.
I agree that the bespoke route has come down in price a lot over the years. However, from your post where you are saying "as a business grows and/or new requirements are added" I would class this more as tailoring the CRM to suit the business.
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CRM, Bespoke Software Development, Web Based CRM, Call Centre Software, Telemarketing Software, Event Management Software , Project Management Software, Diary Management Software, Marketing Management Software Recruitment Software, Applicant Tracking Software, CRM Consultant, CRM Software, CRM Systems, Hosted CRM Software, CRM Software as a Service, CRM Software on Demand, Web Based CRM Software, Cloud CRM, CRM on the Cloud, Mobile CRM, CRM on mobile, iPhone CRM, Blackberry CRM, CRM PDA, Smart Phone CRM, Contact Management, Contact Management Software, CRM and TAPI Integration, CRM & VOIP Integration, CRM Telephone Integration, Web Based Telemarketing Software , Online Telemarketing Software, VOIP CRM,
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Posted on 21st Jan 2009 at 15:42
Stuart
Yes I see your point re your tailoring to suit comment. I will take a look at the latest instalment asap
Ken Abbott (aka Billy Redbull)
Group Leader Gordano 4Networking.
Member of The Travelling 4Burys
-------------------------------------------------------------------------------------------------------------
The Microsoft Access People
01275 845827
www.redwing-ap.co.uk
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See what's coming to Gordano4N
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Posted on 23rd Jan 2009 at 11:14
As 'software as a service' develops how is this going to effect the development of Bespoke Services?
Particularly as their are now some 'free' solutions to use?
HELPING DELIVER GROWTH FOR AMBITIOUS BUSINESS'.
Sales & Marketing Perfomance improvement.
Ambitious Growth Strategy Execution - Business Integration and Takeover - Partnering or new markets - Developing value.
SkypeID: rupertchislett
www.actioneering.co.uk
Tel 0845 225 3 225
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Posted on 23rd Jan 2009 at 11:52
Hi Rupert.
That is a great question, too much thinking for a friday...
I don't believe 'SaaS' will effect the development of bespoke services. I think these are two complete different things - bespoke is aimed at a very very small niche (ie 1) whilst 'SaaS' is aimed at the majority or businesses. People who want bespoke, and are willing to pay for bespoke, will always be around. They will know exactly what they want, how they want it to work and they tend not to compromise on this.
I do think more web developments are taking place and will soon be available as part of 'SaaS'. But I wouldn't class these as bespoke developments. My view on bespoke is that is developed specifically for one client - to suit their needs exactly. If this was then just simply transferred to the 'SaaS' model - it wouldn't suit the majority - which is what 'SaaS' is all about.
In regard to the 'free' solutions available, I do think some businesses will be tempted by this and it will be a good solution for some of them, but not all. They tend to see the word 'free' and think "I have nothing to lose", but I think that is the wrong approach, they have a lot to lose. Think of the time it will take to get it up and running, inputting all the information (free solutions tend not to have a data import), managing the software, training etc. Then if you decide its not working and go try another you have to repeat all this again.
It is also worth remembering that "there is no such thing as a free lunch". The providers of free software have to fund their services in some way, and this is usually by advertising or by gathering your trends for marketing. You may also find that you do not have the same level of "ownership" over your data as you may expect. Also you tend not to have the same guarantees regarding levels and continuation of service as you get with paid for solutions.
At the end of the day, if you had the money for bespoke development and could get software that makes it easier to do the work you do, in a way you do it - would you want to compromise that and change the way you work and do business to fit in with the way the software works?
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CRM, Bespoke Software Development, Web Based CRM, Call Centre Software, Telemarketing Software, Event Management Software , Project Management Software, Diary Management Software, Marketing Management Software Recruitment Software, Applicant Tracking Software, CRM Consultant, CRM Software, CRM Systems, Hosted CRM Software, CRM Software as a Service, CRM Software on Demand, Web Based CRM Software, Cloud CRM, CRM on the Cloud, Mobile CRM, CRM on mobile, iPhone CRM, Blackberry CRM, CRM PDA, Smart Phone CRM, Contact Management, Contact Management Software, CRM and TAPI Integration, CRM & VOIP Integration, CRM Telephone Integration, Web Based Telemarketing Software , Online Telemarketing Software, VOIP CRM,
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