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Archive for Web Based CRM – Page 2

Web Based CRM or Premise Based CRM Software?

By Steve · Comments (0)
Thursday, June 11th, 2009

The question is no longer “should we get CRM software?” but what type of CRM software fits our company and its needs and customers best? It is similar to the question of how to pay for your housing – buy or rent?

Let’s look at some of the issues around the decision between web based CRM vs. premise based CRM:

  • Security. Web based CRM information is probably kept in much stricter security than your company could have on its own.
  • Integration. Web based CRM often has many integration interfaces. With more companies upgrading their architecture, the integrations are becoming less complex.
  • Support. Companies selling all types of CRM are cutting back on the amount of support that is offered with the contract, but are willing to sell more support features and support time if the client wants to pay for it. Make sure that the support you want and need will be available when you want or need it.
  • Data migration. Migration of data to a new CRM application is much easier than it used to be. The thing to be aware of is how you will get your data back if you should end your contract.

Many vendors offer both web based CRM and premise based CRM. There are even vendors that offer combinations or hybrids. And some that offer an option to move from one to the other.

According to Forrester Research web based CRM offers an economic advantage for smaller organizations while premise based CRM may be a better choice for large enterprises. For a company with less than 500 employees, web based CRM allows full functionality without the financial front end load and the need to retain IT staff “just in case” they are needed.

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Categories : CRM, Customer Support Software, Web Based CRM Software
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Skittles and the Web Based CRM world

By Steve
Tuesday, May 12th, 2009

I was perusing a copy of CRM (Customer Relationship Managment) magazine the other day and found a great article by Lauren McKay about Skittles, the rainbow colored candy that kids love and dentists hate (unquote) (although I don’t fully understand how dentists could hate it when they charge $2,500 for a 1 hour root canal and crown…) but apparently Skittles had run a campaign that replaced their home page with a Twitter page by forwarding the home page to the site. The site saw a 1,332 percent jump in traffic the first day. Obviously my first thought was…..how are they tracking those visitors? ie; what Web Base CRM Software are they using? Let’s face it, anyone sharp enough to come up with a campaign that could multiply their traffic count in one day x 1,000 was already trying to figure out how to capture the traffic. It just got me to thinking about how dramatic our world is changing. One day we’re on network television spending thousands of dollars to get exposure, the next day, a simple re-direct on a website into a powerful social networking media machine, multiplies your exposure by 1,000+ fold, and get’s written about by several major magazines. You just gotta love technology…..

Categories : CRM, Help Desk, Web Based CRM Software
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Web Based CRM Solutions Hold the Key

By Steve
Tuesday, April 28th, 2009

A customer’s experience with customer service and helpdesk contact centers shapes his view of the entire organization. Immediate communication through a web based CRM solution is the key to improve service levels and impact the company’s bottom line.

Communication among customer service agents and their managers must be immediate, targeted and real-time. For example, contact center managers can reduce wait times and help their call center handle higher call volumes when they know wait times and can see overloaded queues. When scheduling appointments, the system needs to be able to alert agents of cancellations – especially same day and same week – so that customers can be scheduled at the earliest time possible.

A web-based CRM solution allows all users to be up-to-the-minute on parts of the enterprise computer system that are slow or down and when the expected resolution time is. It equips agents to handle customer questions by accessing an extensive online knowledge base.

Real-time awareness requires a simple and direct line of communication across disparate branches of the contact center. A web-based CRM solution delivers this type of communication.

Restructuring, combining with other companies or rapid growth present new challenges to companies. Multiple technology systems often do not communicate well. Employees do not know who or what department now handles particular questions or functions. However, a web-based CRM solution can easily serve the employees as well as the customers.

Often a single helpdesk or call center services both employees and customers, but through a jumble of technology. The web-based CRM solution solves this jumble and makes quick, direct connections at the time they are needed.

Service levels and customer satisfaction are greatly increased by using a web based CRM solution. The potential for growth is greatly expanded. Internal communication is drastically improved. Customer service reps are seen as competent and helpful. And the company is perceived as trustworthy.

  • Is your call center ready to take a leap forward?
  • Is your CRM solution working for you?
  • Are you ready for a web based CRM solution? Why or why not?
Categories : CRM, Help Desk, help desk software
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