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Why is customer service more important than ever?

THE IMPORTANCE OF CUSTOMER SERVICE

Have you ever purchased goods or services from a business? Have you ever worked for a business or company that provides goods or services to consumers? If you answered yes to either of those questions, congratulations! You’re already pretty familiar with customer service, whether your experiences were good, bad, or ugly. Knowing the ins and outs of business-customer relationships is our livelihood here at CRMD, and it’s our mission to help those relationships thrive.

What’s the deal with customer service?

Customer service is the assistance provided by a company to the people who buy or use its products and/or services. Customer service directly correlates with customer satisfaction. In the sphere of running a business, customer service often takes a back seat to the daily demands of the operation. While it’s easy to prioritize things like accounting, networking, and delegating tasks over customer service, it is just as important to acknowledge that without the customer, none of those other aspects of your business would matter. Without the customer, you wouldn’t have a successful business. Exceptional customer service is what keeps the business of existing customers and piques the interest of potential customers. Developing and maintaining relationships with your customers should be a top priority among employees. 

 

Why is customer service so important now?

We’ve got the answer to that question! We are currently in the midst of what is being called the “4th Industrial Revolution.” This promises to bring positive changes to the way we live, work, and relate to one another through the advancements being made in technology and cyber systems. These advancements are bringing changes to the business, government, and household spheres, all of which will eventually lead to a societal transformation similar to the previous industrial revolutions. 

 

It’s no surprise that more and more people are taking advantage of the convenience that online platforms provide. Whether it be online shopping, bill paying, or consulting, all of these can now be done from the comfort of a home without even talking to a representative on the phone, in most cases. As these services becoming increasingly accessible to consumers, it is important to keep up with the changing technology and be there for your customers. 

 

The saying “The customer is always right” might make you roll your eyes at first, but it’s not just an empty adage. Think about it: what do customers do? They purchase products or services, interact with employees, tell friends about their experience, and provide feedback. The success of any business lies in the hands of the people that support them. In order to keep up with the advancements within this revolution, it is our job as business owners, employees, and consultants to make sure we improve and maintain our customer service standards and protocol.  

 

Where does Salesforce belong in this conversation?

Since Salesforce is a customer relationship management (CRM) platform with the main purpose of improving business relationships, it can exist as the overarching topic of this conversation. Salesforce gives users the ability to create individual profiles of customers that can be accessed by all departments, such as marketing, sales, finance, etc. This effectively puts the customer in the middle of everything. Marketing is a great example of how to perfect the customer service experience. 

Salesforce products like Marketing Cloud and Service Cloud, for example, can provide you with invaluable tools that can help distinguish your company from the rest of the competition. Marketing Cloud features marketing solutions like Journey Builder, Social Studio, Datorama, and Interaction Studio. Each solution provides a different insight into each individual customer’s journey within the departments of your company. They also give you the best opportunities to engage with current and potential customers across social media channels in real-time. Service Cloud provides the engine that powers how productively agents handle actual tickets and customer conversations. Through Service Cloud, service processes, workflows and searches for relevant resources can become streamlined and automated. Other features like Service for Apps provides in-app mobile support, including live agent video chat, screen sharing, and on-screen guided assistance. Service Cloud provides even more ways to communicate with customers, with integrated social “listening” features and with easy integration with Salesforce’s Community Cloud. These are just some of the many ways a clear strategy for customer service and effective use of what technology and tools to leverage can help you maximize time and efficiency while achieving customer satisfaction. 

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What is Salesforce?

What is Salesforce?

Often times when we tell people that we partner with Salesforce they scratch their heads. They look even more confused when we tell them it is a CRM platform. Check out our latest article ‘What is CRM.A quick guide to success.’ These terms are still not widely known and we want to change that. For those who find themselves reading this article with a full understanding of the Salesforce, standing ovation my friend! If you are like the masses who still don’t have a clear understanding of the CRM platform keep reading.
Salesforce Astro & Cody

Quick overview and History:

 

 Salesforce has become one of the largest Saas(Solution as a Service), Cloud Computing platforms in the world. They consider themselves to be the Worlds #1 CRM tool and this isn’t just a tagline, it’s a fact. Businesses like Amazon, Spotify, Toyota, The New York Post, Macy’s and hundreds of thousands of others rely on the power of Salesforce everyday. 

Before Twitter, Gmail, Facebook and dozens of other cloud based platforms Salesforce was quietly and humbly growing in a San Francisco Apartment. In 1999,Marc Benioff, founder, chairman and co-CEO of Salesforce decided to leave his career at Oracle ( A computer software company), along with software developers Parker Harris, Dave Moellenhoff, and Frank Dominguez. It was during this time that Salesforce began.

Flash forward to 2019, per their annual report (2017) there are roughly 150,000 Salesforce customers and this number is growing daily. 

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Elevate the way you do business, with Salesforce.

So what exactly is Salesforce? 

 

According to Salesforce.com,  Salesforce is a customer relationship management solution that brings companies and customers together. It’s one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer. 

Think about what your company currently uses to track your CRM information. If you are envisioning spreadsheets, post-it notes or on-premise software you are not alone. 15 years ago CRM software was all the rage, but it came with hurdles. Having a dedicated IT staff managing the infrastructure of the CRM software became costly and with time ineffective. Not to mention the amount of space this software took up on computers. Salesforce quickly realized this pain point and began to brainstorm. 

Present day; Salesforce allows companies to run at peak efficiency, without the need to manage software infrastructure. Beyond that, Salesforce has addressed a number of pain points and eloquently provides solutions that scale with your business. Salesforce lives in the cloud, which means your data is uploaded on a secure org that houses all of your companies information.

Salesforce works with all functional areas of your company. They call this Customer 360, this allows you to have a big picture view of your customers on an individual level. You are able to respond faster, personalize touchpoints, anticipate purchases, all while building trust and long-lasting relationships. 

Scratching the Surface: 

There are a number of products that Salesforce has near perfected. These products help maintain, engage and enhance the customer experience. Products like:

Marketing Cloud allows you deep dive your marketing efforts. You are able to create personalized customer journeys across all channels and devices. Create beautiful email templates that are fully customizable. Marketing Cloud includes integrated services to manage the customer journey, email creation, social media, advertising and so much more!

Commerce Cloud allows you to deliver B2B and B2C experiences that connect to marketing and sales and service. With out-of-the box commerce solutions you can easily build websites with best practices. Providing your customer with and optimized user experience. 

Sales Cloud allows you to convert lead more quickly, close more deals all while giving you a big picture overview of your company’s performance as well as the performance of your employees. Giving you the chance to adjust your strategy quickly and easily. 

App Creation is another amazing feature that Salesforce has integrated into their platform. Quickly create low-code apps. If you have a team of developers, that know a thing or two about coding, great! Build sleek apps with coding language that your team is familiar with. Enable collaboration across your entire company. 

Third-party Applications, Salesforce is dedicated to making your life easier. With the option to integrate Third-party applications you are able to implement applications created by people who exclusively focus on optimizing them. Meaning that with a few clicks your B2C you can use Third-party integration that specialize in payment processors, ratings and reviews, tax processing and more. 

 

The main reason we love Salesforce, aside from it being a fantastic CRM platform is the endless opportunities for customization. Any possible pain points you can think of Salesforce has created a solution that can be tailored to your business. What are some of your pain points? Contact us today and let our team of Salesforce professionals answer your questions and define some much needed solutions for your business.

Do I need a CRM tool?

Person holding board with flows

Do I need a CRM Tool?

At CRMD, the core of our business is CRM – it’s in the name! We are dedicated to getting your company up and running with the best CRM technology out there. A good CRM system can help organize your data and facilitate collaboration, driving greater sales and higher retention rates. So if you have found yourself asking “Do I need a CRM tool?” keep reading to find out!

Person holding board with flows

Here’s a list of eight reasons why you need a CRM tool for your business. If you are unfamiliar with CRM or need a little more information, check out What is CRM? A Quick Guide to Success. 

1. Lead Management:

Route new inquiries to the right people for appropriate follow-up. Set reminders and tasks to ensure that they don’t get lost and that “hot” leads are fast-tracked through the sales process.

 

2. Aggregate Data:

This is the big picture data for your business. Whether your company needs monthly or yearly metrics, the ability to aggregate data from a variety of sources will help you keep your finger on the pulse of your business. Examine trends, identify patterns, and track overall growth using out-of-the-box reports and dashboards.

 

3. Improved communication across your organization:

CRM systems like Salesforce offer native tools for internal communication. For instance, Salesforce Chatter allows users to easy share data, organize conversations by departmental groups, and post polls for employee feedback. Say goodbye to email threads that get lost in the shuffle. 

 

4. Scalable tool for growth:

A good CRM tool will grow with your business. You should feel confident that the tool you are using will support you whether you have 20 users or 50,000+.

 

5. Centralized customer information:

The ability to centralize customer information allows you to to get a single view of the customer. 87% of executives are not highly confident they are leveraging all available customer data, according to Forbes Insights/Treasure Data Survey. By putting all your data in one place, you can personalize your interactions and deliver best-in-class experiences to prospects and customers.

 

6. Cost Savings:

Companies that move to a CRM tool end up saving on costs from improved efficiency, from faster data-driven sales cycles to less time spent on manual data entry and reconciliation. It’s a win-win.

 

 7. Time Savings: 

Focus on the big picture by taking advantage of CRM automation to fill out data sheets, run reports, and send email notifications at key milestones. No more wasting time over monotonous, repetitive tasks — let your CRM do the heavy lifting.

 

8. Streamline your sales process:

A CRM tool is there with your sales team throughout their entire journey. This allows your team to have defined roles and clear objectives, giving you the ability to program customer-related tasks and assign them to different members on your team. No lead gets forgotten, no customer gets ignored.

If you don’t have a CRM tool in place, no need to fret. Like a lot of businesses you might be thinking that a CRM tool isn’t for you for many reasons. Cost, aversion to change, lack of total user adoption. We are here to reassure you that getting your business up and running with a reliable CRM tool can be quick, easy, and affordable. At CRMD, the CRM is right in our name! We are committed to getting your business CRM needs on track with little downtime. Schedule a meeting with us today and let’s get started!

What is CRM? A quick guide to success.

Phone, Watch, Laptop on a clean white desk.

What is CRM?

A Quick Guide to Success

As a society we have made quantum leaps, hurling ourselves into the pinnacle of technology. Everyday there is some new advancement that claims to make our lives easier and our efforts minimal. We love learning about new ways to increase productivity, ensure accuracy and efficiency. CRM tools are a great example of how the advancement of technology has greatly improved how we think about our business. This article will breakdown exactly what CRM tools do to improve your business and get you thinking about steps to take to resurrect your company’s CRM efforts.

Phone, Watch, Laptop on a clean white desk.

What is CRM Technology?

CRM tools help your business analyze, organize and aggregate your business’ customer data. This gives you insight on how to better manage your customer relationships. The data is collected between various touch points and channels. CRM tools store important information such as personal data, demographics, purchase history and so much more. This knowledge allows you to better cater to your customer needs and even anticipate their next purchase move with predictive technology. 

What does a CRM do?

Think about your companies data for a second. Where is it located? Are you able to easily access it with a few clicks of your mouse? Are you scrolling down an endless Excel spreadsheet just to find a customer? Are you even keeping and organizing your customer data? If these questions started to make you feel uneasy no worries, there’s a CRM for that. 
CRM systems are relevant across all departments including Sales, Marketing, Human Resources, IT, the list goes on. Simply put, A CRM system helps collect prospect data, track customer interactions and shares this information across your company. A CRM allows you to manage customer data and see business growth. 
A CRM system puts all of your customer information into one place. Allowing you to treat the customer like family and personalize each interaction. This guarantees that data is relevant and up-to-date, so your customer feels like an individual and not just part of the crowd. Ensuring seamless follow-ups and plenty of opportunities to close and grow deals all while strengthening your relationship with your customers.

Key Features

Content
Management

Segment your customers into groups to better organize and cater to their needs. 

Sales
Analytics

By analyzing your past data a CRM system helps you compile data from your social channels, website traffic and polls. This give users the option to make better choices in the future based on data from many different company sources. 

Mobile
CRM

Odds are you have a mobile device. The ability to check your CRM tool directly on your device means that you are receiving minute-by-minute updates so you can serve your customers instantly, making everyone happy!

Sales Force
Automation

Who doesn’t love instant gratification? With CRM tools the ability to automate certain aspects of your sales process mean that your employees are able to tackle more complex and detail oriented tasks. Automation helps in more ways than one, such as follow-up emails,order processing, inventory control, outgoing calls and so much more. 

Internal Chat
Integration

With internal chats built directly into CRM tools your company is able to easily connect with each other. This eliminates the need for messy email chains and allows users to quickly revisit something directly in the chat.

Email MarketingIntegration

CRM systems like Salesforce offer a robust Email Marketing solution. Allowing you to create template and schedule your email blasts all in one place.

What if my company doesn't have a CRM system in place?

If you don’t have a CRM tool in place, no need to fret. Like a lot of business you might be thinking that a CRM tool isn’t  right for you. Cost, aversion to change, lack of total user adoption are all viable reason to wave off CRM tools. We are here to reassure you that getting your business up and running with a reliable CRM tool can be quick, easy and affordable. At CRMD the CRM is right in our name! We are committed to getting your business CRM needs on track with little down time. 
Not sure if a CRM is right for you? Check out this article to help you answer the question “Do I Need A CRM Tool?” For those who need a little more answers schedule a meeting with us today and let’s get started!

Is it time to turn on the Lightning Experience?

There is a storm coming late October 2019…and we see Lightning.  Beginning Winter 20’ the Lightning Experience will be turned on for all orgs. At this point, it is not a question of ‘Should I make the switch?’ it’s ‘How’ . On October 12, 2019, the update begins auto-activating. If you are still holding strong to Salesforce Classic, hear us out for a second. We understand that there is nothing more frustrating than getting used to something and like a bolt of lightning it’s gone (ha!). However, more organizations are switching to the Lightning Experience and are better off doing so. Technology is constantly evolving and Salesforce is at the forefront of those changes,they don’t call it the Fourth Industrial Revolution for nothing.

Lightning Experience Dashboard, Showing The Many Ways That Salesforce Lightning Can Be utilized. On Tablets, Mobile Devices, Smart Watches and More.

THE NEXT LEVEL OF SALESFORCE

The promise of enhanced dashboards, seamless integration, and a boost in productivity doesn’t stop there. The list of improved features is endless and it all comes down to the same idea: The fully optimized user experience. There is a bit of lead time before the inevitable change so it is a good idea to get your team up to speed with the changes before it is turned on for good. We have listed a few of the improved features to get you thinking about making the change. 

1 – Pinned List Views:

Due to popular demand on IdeaExchange with a whopping 52,000 Points; Pinned List Views have arrived!  This allows you to set the default view by object so you can easily access your list of choice quickly. 

2 – Increased Data Storage:

There is nothing worse than the pesky ‘Storage Almost Full’ notification and Salesforce gets that. Luckily, the minimum storage space has increased from 1 GB to 10 GB.  Woot!

3 – Simplify Appointment Scheduling:

Lightning scheduler can be easily embedded into your standard workflows. It is fully customizable, you can add employee metrics to ensure that each appointment is being booked with the best possible team member based on skills, location, certifications and more. 

4 – Make It Your Own:

With myLightning your dashboard reflects your company’s branding efforts. Add colors and themes to any page to truly make it one of a kind.

4 – Interactive Tabs:

In Classic, you are familiar with clicking tabs and being brought to your page of choice.The tabs now feature drop-down arrows that provide you with a variety of features that boost productivity and eliminate the need for unnecessary clicks. 

5 – Get Up To Speed:

The ‘Activities’ timeline allows you to view past activities such as emails, tasks, and events in chronological order. Which means your team can quickly get up to speed. 

6- Pinned List Views:

Due to popular demand on IdeaExchange with a whopping 52,000 Points; Pinned List Views have arrived!  This allows you to set the default view by object so you can easily access your list of choice quickly. 

7 – Dashboard Improvements:

With the Spring 19’ release the grid has been expanded to 12-columns. This offers you more flexibility, more components and layout options in one place. Don’t worry, you can always switch between 12 and 9-column grids, the choice is yours.  

8 – Go With The Flow:

Goodbye Cloud Flow Designer. Hello, Flow Builder. This powerful automation tool allows users to drag and drop their business processes by building applications known as Flows. These Flows can collect, create, update and delete information right in your org. Users are easily able to create flows based on their needs to increase productivity and efficiency. 

There is so much more to learn about the Lightning Experience and with powerful optimization specifically for lighting, products like Tableau, CPQ and Pardot the opportunities are endless. The team at CRMD is eager to get your business ready to make the switch quickly and easily. We begin with the Readiness Report to determine your business needs and deploy accordingly. Contact us today and let’s get started!

What Does the “D” stand for in CRMD?

Data? Dreamforce? Developers? DANCERS? Find out what it REALLY stands for below.

 

Take your best guess. Hint: the photo serves as a clue!

 

Many new clients on first approached often ask us what the ‘d’ stands for in CRMD. Below, founder & CEO William DeVito relays the reason why he opted to leave a comfortable job at a top global consulting agency, the genesis behind starting a boutique salesforce consulting startup and why he chose to name it CRMD.

 

Before founding his company in 2014, CEO William DeVito noticed as a young consultant in New York that much of the unique challenges facing businesses were being handled with too much of an old-school approach. Disruptive technology like Salesforce.com and other CRM platforms were transforming the market, leaving big consulting firms frenzied to adapt quickly to a changing landscape and an inflexibility to train their existing workforces new skills on the fly.

 

Will saw a better way and shortly left “big consulting” thereafter to start a company with an agile approach to tackling unique challenges and bringing on talents to manage solutions that clients needed at a more compelling price-point. “I’ve always had a great appreciation for doctors – the way they can diagnose and treat their patients, the great knowledge they’ve accumulated, and ultimately the way they can help people get back on their feet feeling better than ever” The company was originally named CRM Doctors, a local consulting startup built with compassion that delivers enterprise-strength consulting and better bedside manner.

 

Meet the Rest of Our Team Here!

 

“Businesses are very much like patients. They constantly are growing and adapting, and as such they need a excellent team of doctors behind them to ensure their growth can continue unimpeded .  I like to think of CRMD as those doctors – making house calls, recommending supplements and giving it to the patients straight.  The doctors at CRMD aim to be your trusted advisors for life.”