CRM 1080

What is Web Self-Service? CRM1080

These days, since businesses are expected to provide personal service and form relationships with thousands of customers, self-service tools are a blessing.

No matter how great your customer care is, if you’re not offering support on the Web, your customers are left wondering why. Many experts agree that having self-service is one of the cornerstones of establishing an e-business presence.

The Self-Service model is founded on the principal of enabling customers, partners and employees to obtain information or conduct transactions directly over the Internet, avoiding time-consuming and costly traditional processes involving multiple verbal or written interactions.

Self-service provides control, performance, convenience and efficiency. This is because customers can perform tasks themselves when they want to through a secure, customized self-service web site. This 24×7 coverage provides convenience to customers while reducing customer service costs to businesses.

Although it has been known for some time that a good self-service program can increase financial returns and maximize customer satisfaction, some businesses have even discovered self-service can have a positive impact on their businesses in areas beyond customer care, in particular marketing, product management and customer information access.

Self-Service clearly has become the norm these days for businesses to remain competitive. Companies that don’t provide consistently high quality service in all channels will find their customers returning to the faithful and expensive telephone or defecting to the competition. Interestingly, although a phone call can be as much as 22 times more expensive than a self-service transaction, an even bigger long-term issue is the lost revenue opportunity from customers that never return at all.

Benefits of Web Self - Service/ CRM 1080

Welcome to another week of Fun and Excitement!

What Will Make My CRM Deployment A Success? - CRM1080

As the economy continues to limp by, you realize your business requires efficiencies.  You need to better compete and you want to do more with less.  So, you do some research, verify with business associates and come to the conclusion that you need a new system to help streamline and automate operations.   Yes, you have been introduced to Customer Relationship Management — a combination of strategy and software solutions may take your business to the next level.   Caution!  It is a serious move that requires a serious investment — both time and money.

You are now ready to start reviewing the many different vendors and options relating to your deployment.   It is somewhat overwhelming but with the help of the internet and perhaps a consultant, you start your review.  Once you have narrowed it down to the last 3 vendors, it is time to make a decision.   Right before you do this, perhaps asking some Common Sense Questions may be prudent:

• Does the Solution Deliver Business Objectives
  Not just general business objectives but objectives unique to your organization or your small business.  The specific way your Sales team works.   The unique marketing methodologies you utilize.  The outsourced customer service company that you use.   Or perhaps, something as simple as the various internet devices utilized by your business to get the job done.
   
• What is the Programs Long Term Value
  Is this a permanent Hosted (SaaS) model where you subscribe to the service or is the solution an on-premise solution where you require the right IT staff to deploy and maintain the system.   Or better still,  is there flexibility — can you move between Hosted or On-Premise?   As your business requirements change, does the solution grow with you or will you be going to this entire process again in 3 years?   So, what is the ROI again?
   
• Cost
  Many a time, you look at the cost of the software license (if it is an on-premise solution) or monthly subscription cost (if it is an online hosted solution) and you make your decision based on that.  Wait a minute!  There is more.   What about the cost of training your staff, on-going maintenance and additional services not part of the “package” ? 
   
• Staffing Requirements
  Time and time again a deployment has gone south just because the appropriate level of staffing to deploy a CRM initiative successfully was completely neglected.   The sooner you realize that this is NOT just like installing a new version of MS WORD, the better!   The CRM system will force everyone in your organization to work a certain way!  So, not Configuring it correctly can be disastrous!  It is absolutely critical that the CRM solution works the way you do business and not the other way!   This requires appropriate levels of staffing to review, coordinate and get trainned.   It will take time of your managers, your executives, your line staff, your…  you get the message — it touches everyone in your organization.  So, all staff must be trained on it.  Make sure that you have allocated and accounted for the time.
   
• Risk
  Last but certainly not least — the Risk.  What if you do not meet the timeline for deployment? What if the CRM initiative is a Failure?  Yes, what if it is?  How will it impact your business.   Answering these two questions will avoid any undesirable consequences to the health of your business should you have to face them.   Having said this, CRM industry has come a long way since the late 1990 and your chances of success is almost a guarantee — of-course, you must follow best practices.

In addition to the above questions, there are best practices that can help ensure a successful CRM deployment.  I encourage you to visit our Resource Links.    But as always, feel free to ask a question and we will utilize our vast experience to put you on the path to success.

Have a great business week!
The CEO