13 Nov

What is a CRM?

What is a CRM?

So, why are we here? Why is Fuji Xerox running a CRM blog? While the name probably conjures images of printers and copiers, in point of fact Fuji Xerox is about business innovation through software, services, and training—and also document solutions. Business is about how you approach and engage the customer, so a CRM product is a natural extension. To get deeper into the why of it, it makes sense to consider why we have CRM in the first place. This is actually harder to answer than you might think, as there’s no single best definition. In fact, there are two separate schools of thought on what the answer should look like, but …

13 Nov

CRM for Small Businesses

CRM for Small Businesses

Big Things, Small Packages I’ve seen, as I’m sure you have, that not all CRMs are created equal. This isn’t so much a value judgement as it is an expression of a maxim: Use the right tool for the right job. There are a lot of tools out there, so how does a business select the best one? Part of the issue is the wide range of business sizes, and the diversity of need in each one. The CRM industry has a noticeable split between providers for large enterprises and those for small-to-medium businesses. There is some bleed-through in the middle, but for the most part you won’t find too many small shops …

13 Nov

Top 4 Reasons You Need CRM

Top 4 Reasons You Need CRM

Why Use CRM Software?  The simple question with the loooong answer. In my first post here, I said that I’d be exploring the why of CRM as well as the what and how. While I meant it figuratively, today I’m getting literal with you. The question is still often asked, “Why should I use CRM software?” Asking it is one of the best ways to get people like me all cranked up, because there are so many facets to the answer, it’s better dealt with in a webinar or university course than a single conversation or blog entry. Still, I’m game to try if you’re game to follow. Rather than make you wade …

13 Nov

3 Tips For Using CRM Software Effectively

3 Tips For Using CRM Software Effectively

Tips for CRM success that every business should follow. Time for a slight change of tone. This post will be short (relatively speaking) and sharp. It is the everyday-carry pocket knife of business app blog posts. So let’s say you’ve got a decent CRM system in your business, something better than spreadsheets and a contact manager. How do you get it to improve your results? Where’s the Go button? One of the sad facts of CRM’s history is that it has often been seen as a disappointment, an investment that failed to make good on its claims of better sales and happier customers. Experts point to a rate of adoption failure that has …

13 Nov

4 Tips for Buying Marketing Automation Software

4 Tips for Buying Marketing Automation Software

Guide to Marketing Automation It’s only fairly recently that the marketing  department has come into its own in terms of corporate respect. What used to be regarded as an art is turning into a data-driven science,  and the CRM industry is still catching up to measuring the effectiveness of marketing and delivering repeatable results. Even if you’ve never considered marketing automation before, now might be the time to start. If you’re going to launch a marketing campaign, sooner or later you’ll want to know how it’s performing. Waiting to see if business picks up is not a reliable way of determining results. In the past, clever marketers would do limited surveys to ask …

13 Nov

Customer Life Cycle and Customer Lifetime Value

Customer Life Cycle and Customer Lifetime Value

Riding the Customer Life Cycle Industries tend to have their own jargon. It’s the nature of groups of people who specialise in a given thing to develop verbal shorthand for common concepts (trust me on this, I studied linguistics at uni). CRM, and any sales and marketing-focused occupation, has a number of abbreviations, metaphors, and nicknames to throw around. One such term that we see in CRM is customer life cycle. Despite the name, the customer life cycle is not a pay-to-ride exercise bike. It refers to all the different phases a person or organisation goes through when purchasing a product or service. The first definition of customer life cycle I found online (and …

13 Nov

Mobile CRM: What You Need to Know

Mobile CRM: What You Need to Know

What You Need to Know About Mobile CRM Ask any CRM analyst where the top three growth areas are in CRM technology, and mobile will be one of the answers. This has been true for several years now, and will continue to be so for several more. Seems strange for something like CRM, which we tend to think of as an in-office technology, doesn’t it? Actually, much of CRM’s history is a mobile one, with roots in sales force automation. When laptop computers became a thing, salespeople adopted them as their primary tools, since they could meet with customers without disconnecting from vital information. Salespeople were early adopters of mobile phones, PDAs, smart …

13 Nov

CRM vs. Marketing Automation

CRM vs. Marketing Automation

Where does marketing automation end and other parts of CRM begin? There’s a terminology problem in the CRM industry. I’m pretty sure you’ve noticed it. Nobody means the same thing when they talk about “my company’s CRM.” Predictably, the variance in meaning splits along job roles. Salespeople think of CRM as Sales Force Automation and contact management. Customer Service Reps tend to identify CRM as screen pops and service histories. You get the idea. So when I’m asked what the difference is between CRM and marketing automation, I understand the question even though it technically makes no sense. It’s like asking the difference between limb and body—the former is part of the latter and helps it …

13 Nov

3 Tips for Boosting Customer Satisfaction

3 Tips for Boosting Customer Satisfaction

Don’t Fall Prey to the Perception Gap… Customer satisfaction is something we think about a lot in the CRM industry. We have to; we’ve got “customer” right there in the name. Most executives claim it’s their first priority, but that is often more a matter of posture than of fact. Numerous studies over the years have shown that when customer priorities are lined up against what execs think they are, the two sides are miles apart. This is called the Perception Gap, and I hate it. The reason this bothers me is that the gap is most often blamed on faulty or absent CRM data, when in fact the information is there for …

13 Nov

CRM Sales Analytics: Don’t Fly Blind!

CRM Sales Analytics: Don’t Fly Blind!

Use sales analytics to help you steer the best course. People who aren’t involved in enterprise software tend not to realise that a company’s sales team is as much part of, and just as dependent upon, CRM as any other roles within the company. Selling is not always where the customer relationship begins—marketing can often make that claim—but it is where that relationship becomes monetised. It’s been said (by me, just now) that if you don’t watch where you’re going, you may end up getting there. Since sales involves money, and money is what businesses are all about, it’s natural that we obsessively quantify the sales process and its results. Enter sales analytics, …

About nextwork

The next generation of work opens the door to new opportunities and challenges. The workplace of tomorrow will be a transformed place where greater mobility, increased innovation, collaboration and employee flexibility will be key drivers of change. At Fuji Xerox Australia we help businesses integrate data, documents and business processes and turn tomorrow’s documents into knowledge. Nextwork explores the dawn of the ‘new working world’ and how we can successfully harness the opportunities and mitigate the challenges of tomorrow.

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