For companies that have decided to take their customer service and marketing to the next level by purchasing a CRM solution, the decision process has only just begun. Then there is the next big question: Hosted or on-site CRM? Well--implementing an on-premise CRM tool is a solid decision for companies looking:
When choosing an on-site CRM solution you need to choose one with the right features, the right service and support and one that works with your existing programs and platforms.
With every on-site CRM solution the features will vary slightly. Some CRMs will be catered towards call centers, other designed for marketing departments, and still more designed for sales. When choosing a CRM solution consider the following factors and which ones are critical to improving your business's business intelligence:
Support for global companies that need multiple currencies and languages.
Each CRM solution is unique and runs on different platforms. When choosing a solution, pick on that runs on your existing platform, whether it be Windows, Linux, Apache, IIS, MySQL Server, .NET Framework, etc.
Possible the most important issue when choosing your on-site CRM solution is the service offered by the company. Since you are choosing to implement and maintain the solution yourself, instead of going with a hosted solution, you will need to be able to contact the CRM maker when problems occur. Look for companies with a solid track record of customer service issue management, incident reporting, issue escalation procedures, good response times, multiple points of contact (email, phone, web-based chat), online searchable knowledge base, call center support, and online status checking for inquiries.
A good SMB CRM system can be an incredibly valuable asset for your business. As more businesses recognize this value, the amount of SMB CRM vendors is expanding quickly. Navigating the pricing plans, features, and service terms of all these can be a decision-making nightmare. more
One of the best ways to improve your customer service is to integrate your CRM and contact center software. Benefits of doing this include:Improved customer satisfaction through more personalized contacts, Better conversions on lead, and Increased employee productivity. more
Did you know that 67% of online consumers have used social media for customer service purposes?Unfortunately, many businesses ignore social mentions because they don’t know how to handle them appropriately. This is a problem because managing and responding to these mentions can make or break your brand. more
This whitepaper provides a guideline for selecting the right customer portal solution for your CRM by following a three-stage process. By comparing in-house and third party SaaS products, we examine present business and technical portal requirements, which are then mapped against the upfront and hidden costs for development and future scalability needs. more