- What to do about duplicates in your email lists or CRM system
- Your CRM system - who runs it?
- If you are at the start of your CRM database project, you may well be wondering where to start...
- CRM Databases in law firms – a few Tips to get you going
- How little CRM database are used. Bad English I know
- what questions did delegates have to the seminar on CRM database I gave?
- One of the best hints I can give you about increasing the take-up of your CRM database is not to say
- Ensure your CRM database doesn't do too much in the early stages...
- You may have invested in a really swanky CRM Database... But don't expect your database to stand sti
- The long term costs of CRM
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I recently moved house. Hopefully for the last time ever. And it made me realise something. I hate getting all my old mail. I've been all 'geeky' and done 'remove from database' labels to stick onto unwanted post , but it's a real pain having to write, fax or email all the people that offer me services with my new details. I will soon get around to it.
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And you can bet the contacts on your own database feel exactly the same about you.
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One fabulous mailing error so far has come from my building society, the one in which I've just taken out my new mortgage with. How on earth does a different......
CRM System TopTip: I was at a CRM bash a number of years ago when an in-house CRM database manager.... and although it wasn't about the technology of CRM, but strategy and people aspect, I ended up talking to a few other CRM database managers or the poor sods who have had it lumped into their court... about their databases... Funny how we all had different ones, talking about the struggles and things. Which makes me think - if there was one good system out there, we'd all have it. It's the data, how you use it and the reporting that makes any old database into something useful. Getting something back out is what most users want. That, and top level buy in. .........
If you are at the start of your CRM database project, you may well be wondering where to start... My best advice I can give you is 'not with your database software'. Look at the data you have first. Far more benefit will be gained by spending your time on that part of your project. We are in an 'information age' after all.
CRM Databases in Law and Accounting firms – a few Tips to get you going
IT is just some of the issues you'll face. People and the info are more important to your success
Automate tasks a person can do - like activity alerts, information, email responders
Get key people on board (once they use it and like it, everyone else will)
Don't call it the sales, BD, Bus Dev or Business Development database'. It's for client facing staff
Ensure it is easy to use. And very quick to use.
Don't go love on everything. Keep some features back or it will overwhelm
Remind staff why they should use it
Build up a profile on your best contacts (re-verify yearly & target them),
I'm often amazed at how little the average user users perfectly good and useful parts of a CRM database. For instance, tracking work leads, in a funnel or a pipeline - whatever you want to call your process for tracking a potential customer or client through identification to getting the invoice paid.... It’s hardly used at all in many companies I talk to.
Some people ('users') I talk to have never heard of a funnel, while some are old hands at it - and use post it notes on the back of their office door. If a lead is really old and hasn't developed at all, it just falls off onto the floor... A good system if you ask me... (apart from sharing the information) ... hardly anyone ......
A long time ago, I gave a seminar. It's not as grand as it sounds though dear reader. The west midlands branch of the PM Forum (www.pmforum.co.uk) hosted a seminar for it's regional members (and people who were thinking about becoming members). Anyway, it was about how to implement a CRM database. Successfully. That bit is quite key. They were kind enough to ask me to do the seminar. Being precise, it was really more of an informal question and answers session than a seminar... , And do you know what?, About 95% of the questions and discussion time was spent on 'data', 'the human factor', and 'using the details in your database'. ......
One of the best hints I can give you about increasing the take-up of your CRM database is not to say
One of the best hints I can give you about increasing the take-up of your CRM database is not to say it's a Marketing department (or Bus Dev these days) toy!. Sell it as 'the database for fee earners', and by pure chance the Marketing team also use their data and database to run mailings, emailings and events. Don't let it become the 'Marketing Database' - get your users to own it.
Ensure your CRM database doesn't do too much in the early stages... Not many Lawyers & Accountants are early adopters! So more than 5 buttons may well be 6 too many! No really. Concentrate on the basics first... Once those are mastered, expand the features - and if you are getting begging feedback for a feature - do that one first!
You may have invested in a really swanky CRM Database... But don't expect your database to stand sti
You may have invested in a really swanky CRM Database... But don't expect your database to stand still over time - users will want tweaks here and there all the time. You'll always need to fine-tune it to user's requests - to keep usage rates up and people keen. But keep it as standard as possible - otherwise when it comes to upgrading to the new version, it'll be really expensive and loads of hassle. That's my hindsight talking! Please believe me. A heavily tweaked database is one that'll probably stand still and be way behind the competition in 5 or 10 years time.
When you have a CRM database, you are probably tied into the supplier for a while... And they know it. When you are looking for a system, bear in mind that the initial costs will be 'low' with the long term costs weighing in the favour of the supplier. I say 'low' start-up costs, but that is a comparable figure to the long term 'life costs' of a system. Low isn't in comparison to your weekly food shopping for instance. When you are looking at that contract you are about to sign, does it give you an indication of you life time costs with that supplier / reseller? If not, get one. Far easier to look at 'total costs' and then compare solutions......
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