The answer is YES, our Bankcard Pros CRM is compliant and certified, even though our CRM software does not store credit card data! Since partnering with Trust Guard http://www.trust-guard.com, our CRM software is scanned on a monthly basis for over 42,000 known vulnerabilities which helps to protect our CRM software from Hackers, Trojans, worms and viruses.
We highly recommend our customers to contact Trust Guard and subscribe to their services and have your CRM site scanned on a monthly basis to insure your CRM is secure, especially if you host your CRM yourself. Although our CRM software is compliant and certified, we do not guarantee anything and are not responsible for any unauthorized access or loss of your data. Their service is around $25.00 and up to $45.00 depending on how frequent you want your CRM site scanned.
Statistically there's a huge chance (over 80%) that any site is currently vulnerable to Worms, Trojans and Hackers! That's why merchant banks and credit card companies are pushing so hard for PCI compliance. A PCI Compliance scan and Certification will make your Merchant Bank happy, but what's more important is it could save you from losing your business, and ten's of thousands of dollars in fines and penalties should a breach ever occur.
We also add hundreds of new vulnerabilities every month to ensure that your site is always up-to date with the latest protective measures.
For most people, the world of PCI (Payment Card Industry) is very complicated, frustrating, and extremely boring. So, in an effort to help you keep your sanity, I've put together the following information for every online business owner that's been told that they need PCI Scanning or PCI Compliance for their website, but don't ever get a straight answer as to what it is, why they need it, what to do about it, or how to get it. My goal here is to simplify PCI for you so that you can make a clear, educated decision and weigh your options on your terms. You won't find any other resource like this online, so be sure to bookmark it so you can easily access it again. I should also mention that while we go to great lengths to provide you with as accurate information as possible, we don't make the rules, laws and/or regulations that govern PCI, and the information below may change at any time. So, if your bank or acquirer (that's one of those ambiguous words I'll define for you below) tell you something different than what is stated below, we recommend you follow their instructions. This document is for information purposes only. For the official 'migraine-inducing' documentation, go to www.pcisecuritystandards.org.
Tuesday, May 31, 2011
Wednesday, May 25, 2011
How to Backup and Protect your Bankcard Pros CRM Database
Your CRM database is one of your most critical business assets. By putting the right security measures in place, you can protect your CRM database and avoid problems that could negatively impact your ability to deliver a quality customer experience.
You can also get more detailed information on backup information from this website http://en.wikipedia.org/wiki/Backup
Your CRM database is a valuable asset that stores large volumes of highly confidential customer information, and houses the vital intelligence that sales, marketing, and support staff need to effectively interact with existing and potential clients.
In order to achieve your CRM-related goals, you need to put the right procedures and technologies in place to protect your CRM database from security breaches, performance problems, technical failures, and other issues.
24 x 7 Availability
If your CRM database goes down, your ability to perform routine customer-facing activities will be severely hindered. The keys to ensuring that your CRM database is accessible - and operating at its peak - at all times are around-the-clock monitoring and system redundancy.
By continuously tracking the performance and availability of your CRM database, you can maximize uptime by instantly identifying any problems and taking immediate corrective action. Mirroring and redundancy can help you avoid downtime in the event of a major system failure, by providing you with an exact duplicate of your CRM database that can be rapidly "brought up" when needed.
Data Security
The information contained in your CRM database is one of your most important competitive resources. Additionally, your customers need to feel confident that their private and personal information - such as credit card numbers, social security numbers, or any other data they share during business transactions - won't fall into the wrong hands. Therefore, maintaining the integrity of your sensitive and confidential customer data is crucial.
While there is no way to create a completely failsafe environment, there are plenty of measures that can be taken to dramatically enhance CRM database protection.
For example, multiple levels of login authentication can help you prevent unauthorized access. Role-based security, which enables users to view only certain portions of the data based on their job function, can help ensure that all customer information is handled correctly.
And, securing your CRM database with data encryption and firewalls can significantly minimize the risks caused by hackers other cyber-criminals.
If your company has chosen an on-demand CRM system, you'll need to work closely with your service provider to ensure that, even though your CRM database may not be physically separated, there are plenty of safeguards in place to keep other clients from getting to your information. Additionally, you'll need to make sure that the service provider promptly installs any application, database, or operating system patches to keep security optimized.
Here are a few questions to ask yourself as a business owner when it comes to your Bankcard Pros CRM data backup and security:
Q: How will I know to back-up my CRM software?
Answer: As a system administrator user, when you login to your Bankcard Pros CRM software, you will see a red blinking box that says “Backup Database”. This will appear if the system recognizes that you have not backed up your data for 2 or more days. It is highly recommended that you DO NOT ignore this warning, or disable this feature in the configuration section of the CRM. Always perform the backup procedure on a daily basis.
Q: What exactly should I backup?
Answer: First of all, you must backup your data from your MySQL database program on a DAILY basis, which can be done on your own in the setup/configuration section of your CRM software, using the Database Backup tool. The system will save all your data into a text file like “backup_yourcompanyname.txt”
Secondly, you need to back-up all the physical files from your hosting account. This can easily be done using afile transfer program called CuteFTP software program for example. You can get instructions on doing this from this website http://www.globalscape.com/support/genusage6.aspx .
The main folder that you always want to back-up on your hosting account is the /corp folder. This should be backed up on a DAILY basis. This folder contains all the files, marketing materials, docs, contracts, etc. that you uploaded in the leads section, document download library, status section under each merchant, and so on. But it is a good idea to back-up your entire CRM site at least on a monthly basis.
Q: How do I backup my database?
Answer: This video will teach you how to manage your daily backups of your CRM data: http://www.youtube.com/watch?v=Ra1fx8vSLlc.
It will teach you how to back-up your data from your MySQL database program on a DAILY basis, which can be done on your own in the setup/configuration section of your CRM software, using the Database Backup tool.
Q: Where do I store the files of my database?
Answer: The system will save all your data into a text file like “backup_yourcompanyname.txt” and will probably be around 10MB and up to 50MB in size. If you have been using your CRM software heavily for 1-2 years, the file could easily be 200MB or more. It just depends on how much data you import and add each month.
When you backup your database, you need to save the file to your computer desktop, preferably in your “My Documents” folder under a new folder called “CRM Database Backups”
Q: How often should you backup your database?
Answer: It should be a strict company and employee policy to back-up your database on a DAILY basis. Make sure the employee responsible for this task understands that failing to perform this task can be subject to termination.
Q: How many copies of the backup should I store?
Answer: Depending on how valuable this data is and how many employees rely on your CRM on a daily basis, it would be recommended to always have 3 copies of your database and CRM files. (1) On your computer in your documents folder, (2) another copy on a USB drive that you can store in a safe, and (3) a copy you should burn on a DVD disc.
Q: Where do I store the backup files?
Answer: The CRM software allows you to download the text file and save the data file on your computer in your “My Documents” folder. Make sure your computer requires a password to login. Also, make sure your computer will automatically log out after 10-30 minutes of inactivity. Make sure your computer is in an individual office and you close the door and lock it with key when you leave your office at all times, like lunch or when you leave for the day.
Q: Who should be in charge of managing your database, hosting account, and server?
Answer: It is highly recommended that you hire a certified IT person to manage your database backups, or hire a professional firm to manage this for you. This person or company should be a highly qualified, educated, and experienced to handle your IT needs. It is not recommended that you allow a manager, sales rep, receptionist, etc. to perform these tasks. If they do not know what they are doing, it could result in a loss of data and be devastating to your business, especially if you have a call center with dozens of sales reps or telemarketers calling on thousands of leads in your CRM software.
Q: How do I trust the person managing and backing up your database?
Answer: The two questions to ask is, “Can I trust this person?” and “Is this person capable of managing our company’s IT needs without making any devastating errors with the CRM, hosting accounts, or servers that could result in loss of data?” Even if you trust an employee, it is recommended you put in place business policies as if you do not trust anyone, just to be safe.
It is highly recommended that you perform a credit/criminal background check on the IT person to make sure they have no past issues like theft or felony convictions. It is also important this person has the education, experience, and training to properly manage computers and servers in the IT career field. Check their references as well as past employment history with other companies. Check to make sure they have High School diploma, college diploma, training certificates, and other certifications in their career field. Never go by what they tell you in the initial interview and what their resume says. They must provide you all the documentation, references, and so on.
Q: How do I secure my computers at my office from unauthorized access?
Answer: It is highly recommended that you add a password protection to your business email program, like Microsoft Outlook Professional 2010. In regards to all the computers in your company, it is highly recommended that you treat each computer with the same security as a business server. Make sure all your computers are running Windows 7 and all computers are up to date with all Microsoft updates. Make sure all computers are running Microsoft Security Essentials antivirus and firewall software. This is free from Microsoft. Make sure your internet access routers or wireless routers are password protected with a new password other than the default password. Make sure all computers require password in order to login and get to the Windows 7 Desktop. You should also set the Windows option so the computers will automatically log out after 30 minutes of inactivity, and require a password to be able to access the computer again. This will insure employees are unable to access other employee computers at any time.
Make sure all your computers do not have USB ports or DVD writers installed making it easy for any employee to steal company data, especially via USB drives which are the easiest way to copy tons of data within minutes.
If an employee is no longer with your company, immediately change all passwords to the computer and his/her email so they will no longer be able to access anything. Make sure the employee does not have any keys to your office. Since keys can be duplicated, it is highly recommended you change your locks to your office with new keys immediately.
Q: Should I store credit card info on any of my computers or servers?
Answer: Never! This is in violation to the PCI security regulations. If you have paperwork faxed to your office via FAX or Email, these documents should be stored in a safe, or properly destroyed or shredded. These documents should be received and managed by 1 employee only as you should not allow sales reps and telemarketers to receive, handle, or store paperwork with customer’s credit card info.
Q: How can I prevent my employees accessing our CRM from home or any other location other than our office?
Answer: Each user profile has a feature that will allow you to restrict the user from logging in from multiple locations. If you add the IP address of their computer at your office, then that user will only be able to login from their computer at work only. If they try to login from home which is using a different IP address, their access will be denied.
Q: How can I prevent my employees from providing confidential login information to other individuals not associated with our company?
Answer: Each user profile has a feature that will allow you to restrict the user from logging in from multiple locations. If this employee provides their username and password to another individual outside the company, they will never be able to login because the username is only allowed to login from a specific computer with a specific IP address.
Q: My company has 12 computers, should I back all the computers as well?
Answer: You should always backup all computers on a daily basis. You should have a server with a software program that will back-up all computers automatically on a daily basis. The backups should include all “My Document” folders on each computer as well as the Outlook email .pst files for each employee. You should also backup the server as well. Any IT person or company you hire will be able to explain all this in detail and provide you all the options.
Back Up and Disaster Recovery
Answer: The loss of mission-critical customer data could be detrimental to your business. Are you prepared for a major disaster?
A well-designed disaster recovery plan will allow you to retrieve the information stored in your CRM database if something happens. Back up your CRM database at least once a week (although most experts recommend a daily back up for the utmost protection). It is also preferable to back up to a server in an off-site location. While an on-site back up will enable you to quickly restore your data after a power surge or a system collapse, it will do you no good in the event of a fire or flood.
Why is Computer Backup Important?
If you've ever been in a situation in which you've almost completed an important project, only to have your computer spontaneously crash seconds before hitting the "save" button, you understand how frustrating losing your data can be.
Now, imagine losing all your important files - everything from business files, to family photos, to your tax returns - permanently. Although many of us prefer to adhere to the mantra of "it'll never happen to me", the truth is, it could. And as computers continue to become the principle way in which many people conduct important transactions, this type of thinking is becoming increasingly risky.
What's worse, the modern computer is ever more vulnerable to the imminent threats multiplying on the Internet - everything from adware, to spyware, to viruses. In fact, in 2003 alone, the number of computer viruses increased by 11%.
Do I Need to Backup All of my Computer Data?
The short answer to this question is no, you do not need to back up all of the files on your computer. However, there are certain files you should definitely backup, so that in the event your computer decides it's time is up, you won't be at a total loss.
So just what files should you be backing up? Although the choice is ultimately a personal one, here are some suggestions:
- Information and files relating to banking or other financial transactions
- Digital photos
- Purchased/downloaded music from the Internet
- Purchased/downloaded software from the Internet
- Important work/school projects
- Email contact list
- Internet browser bookmarks
You can also get more detailed information on backup information from this website http://en.wikipedia.org/wiki/Backup
Your CRM database is a valuable asset that stores large volumes of highly confidential customer information, and houses the vital intelligence that sales, marketing, and support staff need to effectively interact with existing and potential clients.
In order to achieve your CRM-related goals, you need to put the right procedures and technologies in place to protect your CRM database from security breaches, performance problems, technical failures, and other issues.
24 x 7 Availability
If your CRM database goes down, your ability to perform routine customer-facing activities will be severely hindered. The keys to ensuring that your CRM database is accessible - and operating at its peak - at all times are around-the-clock monitoring and system redundancy.
By continuously tracking the performance and availability of your CRM database, you can maximize uptime by instantly identifying any problems and taking immediate corrective action. Mirroring and redundancy can help you avoid downtime in the event of a major system failure, by providing you with an exact duplicate of your CRM database that can be rapidly "brought up" when needed.
Data Security
The information contained in your CRM database is one of your most important competitive resources. Additionally, your customers need to feel confident that their private and personal information - such as credit card numbers, social security numbers, or any other data they share during business transactions - won't fall into the wrong hands. Therefore, maintaining the integrity of your sensitive and confidential customer data is crucial.
While there is no way to create a completely failsafe environment, there are plenty of measures that can be taken to dramatically enhance CRM database protection.
For example, multiple levels of login authentication can help you prevent unauthorized access. Role-based security, which enables users to view only certain portions of the data based on their job function, can help ensure that all customer information is handled correctly.
And, securing your CRM database with data encryption and firewalls can significantly minimize the risks caused by hackers other cyber-criminals.
If your company has chosen an on-demand CRM system, you'll need to work closely with your service provider to ensure that, even though your CRM database may not be physically separated, there are plenty of safeguards in place to keep other clients from getting to your information. Additionally, you'll need to make sure that the service provider promptly installs any application, database, or operating system patches to keep security optimized.
Here are a few questions to ask yourself as a business owner when it comes to your Bankcard Pros CRM data backup and security:
Q: How will I know to back-up my CRM software?
Answer: As a system administrator user, when you login to your Bankcard Pros CRM software, you will see a red blinking box that says “Backup Database”. This will appear if the system recognizes that you have not backed up your data for 2 or more days. It is highly recommended that you DO NOT ignore this warning, or disable this feature in the configuration section of the CRM. Always perform the backup procedure on a daily basis.
Q: What exactly should I backup?
Answer: First of all, you must backup your data from your MySQL database program on a DAILY basis, which can be done on your own in the setup/configuration section of your CRM software, using the Database Backup tool. The system will save all your data into a text file like “backup_yourcompanyname.txt”
Secondly, you need to back-up all the physical files from your hosting account. This can easily be done using afile transfer program called CuteFTP software program for example. You can get instructions on doing this from this website http://www.globalscape.com/support/genusage6.aspx .
The main folder that you always want to back-up on your hosting account is the /corp folder. This should be backed up on a DAILY basis. This folder contains all the files, marketing materials, docs, contracts, etc. that you uploaded in the leads section, document download library, status section under each merchant, and so on. But it is a good idea to back-up your entire CRM site at least on a monthly basis.
Q: How do I backup my database?
Answer: This video will teach you how to manage your daily backups of your CRM data: http://www.youtube.com/watch?v=Ra1fx8vSLlc.
It will teach you how to back-up your data from your MySQL database program on a DAILY basis, which can be done on your own in the setup/configuration section of your CRM software, using the Database Backup tool.
Q: Where do I store the files of my database?
Answer: The system will save all your data into a text file like “backup_yourcompanyname.txt” and will probably be around 10MB and up to 50MB in size. If you have been using your CRM software heavily for 1-2 years, the file could easily be 200MB or more. It just depends on how much data you import and add each month.
When you backup your database, you need to save the file to your computer desktop, preferably in your “My Documents” folder under a new folder called “CRM Database Backups”
Q: How often should you backup your database?
Answer: It should be a strict company and employee policy to back-up your database on a DAILY basis. Make sure the employee responsible for this task understands that failing to perform this task can be subject to termination.
Q: How many copies of the backup should I store?
Answer: Depending on how valuable this data is and how many employees rely on your CRM on a daily basis, it would be recommended to always have 3 copies of your database and CRM files. (1) On your computer in your documents folder, (2) another copy on a USB drive that you can store in a safe, and (3) a copy you should burn on a DVD disc.
Q: Where do I store the backup files?
Answer: The CRM software allows you to download the text file and save the data file on your computer in your “My Documents” folder. Make sure your computer requires a password to login. Also, make sure your computer will automatically log out after 10-30 minutes of inactivity. Make sure your computer is in an individual office and you close the door and lock it with key when you leave your office at all times, like lunch or when you leave for the day.
Q: Who should be in charge of managing your database, hosting account, and server?
Answer: It is highly recommended that you hire a certified IT person to manage your database backups, or hire a professional firm to manage this for you. This person or company should be a highly qualified, educated, and experienced to handle your IT needs. It is not recommended that you allow a manager, sales rep, receptionist, etc. to perform these tasks. If they do not know what they are doing, it could result in a loss of data and be devastating to your business, especially if you have a call center with dozens of sales reps or telemarketers calling on thousands of leads in your CRM software.
Q: How do I trust the person managing and backing up your database?
Answer: The two questions to ask is, “Can I trust this person?” and “Is this person capable of managing our company’s IT needs without making any devastating errors with the CRM, hosting accounts, or servers that could result in loss of data?” Even if you trust an employee, it is recommended you put in place business policies as if you do not trust anyone, just to be safe.
It is highly recommended that you perform a credit/criminal background check on the IT person to make sure they have no past issues like theft or felony convictions. It is also important this person has the education, experience, and training to properly manage computers and servers in the IT career field. Check their references as well as past employment history with other companies. Check to make sure they have High School diploma, college diploma, training certificates, and other certifications in their career field. Never go by what they tell you in the initial interview and what their resume says. They must provide you all the documentation, references, and so on.
Q: How do I secure my computers at my office from unauthorized access?
Answer: It is highly recommended that you add a password protection to your business email program, like Microsoft Outlook Professional 2010. In regards to all the computers in your company, it is highly recommended that you treat each computer with the same security as a business server. Make sure all your computers are running Windows 7 and all computers are up to date with all Microsoft updates. Make sure all computers are running Microsoft Security Essentials antivirus and firewall software. This is free from Microsoft. Make sure your internet access routers or wireless routers are password protected with a new password other than the default password. Make sure all computers require password in order to login and get to the Windows 7 Desktop. You should also set the Windows option so the computers will automatically log out after 30 minutes of inactivity, and require a password to be able to access the computer again. This will insure employees are unable to access other employee computers at any time.
Make sure all your computers do not have USB ports or DVD writers installed making it easy for any employee to steal company data, especially via USB drives which are the easiest way to copy tons of data within minutes.
If an employee is no longer with your company, immediately change all passwords to the computer and his/her email so they will no longer be able to access anything. Make sure the employee does not have any keys to your office. Since keys can be duplicated, it is highly recommended you change your locks to your office with new keys immediately.
Q: Should I store credit card info on any of my computers or servers?
Answer: Never! This is in violation to the PCI security regulations. If you have paperwork faxed to your office via FAX or Email, these documents should be stored in a safe, or properly destroyed or shredded. These documents should be received and managed by 1 employee only as you should not allow sales reps and telemarketers to receive, handle, or store paperwork with customer’s credit card info.
Q: How can I prevent my employees accessing our CRM from home or any other location other than our office?
Answer: Each user profile has a feature that will allow you to restrict the user from logging in from multiple locations. If you add the IP address of their computer at your office, then that user will only be able to login from their computer at work only. If they try to login from home which is using a different IP address, their access will be denied.
Q: How can I prevent my employees from providing confidential login information to other individuals not associated with our company?
Answer: Each user profile has a feature that will allow you to restrict the user from logging in from multiple locations. If this employee provides their username and password to another individual outside the company, they will never be able to login because the username is only allowed to login from a specific computer with a specific IP address.
Q: My company has 12 computers, should I back all the computers as well?
Answer: You should always backup all computers on a daily basis. You should have a server with a software program that will back-up all computers automatically on a daily basis. The backups should include all “My Document” folders on each computer as well as the Outlook email .pst files for each employee. You should also backup the server as well. Any IT person or company you hire will be able to explain all this in detail and provide you all the options.
Back Up and Disaster Recovery
Answer: The loss of mission-critical customer data could be detrimental to your business. Are you prepared for a major disaster?
A well-designed disaster recovery plan will allow you to retrieve the information stored in your CRM database if something happens. Back up your CRM database at least once a week (although most experts recommend a daily back up for the utmost protection). It is also preferable to back up to a server in an off-site location. While an on-site back up will enable you to quickly restore your data after a power surge or a system collapse, it will do you no good in the event of a fire or flood.
Why is Computer Backup Important?
If you've ever been in a situation in which you've almost completed an important project, only to have your computer spontaneously crash seconds before hitting the "save" button, you understand how frustrating losing your data can be.
Now, imagine losing all your important files - everything from business files, to family photos, to your tax returns - permanently. Although many of us prefer to adhere to the mantra of "it'll never happen to me", the truth is, it could. And as computers continue to become the principle way in which many people conduct important transactions, this type of thinking is becoming increasingly risky.
What's worse, the modern computer is ever more vulnerable to the imminent threats multiplying on the Internet - everything from adware, to spyware, to viruses. In fact, in 2003 alone, the number of computer viruses increased by 11%.
Do I Need to Backup All of my Computer Data?
The short answer to this question is no, you do not need to back up all of the files on your computer. However, there are certain files you should definitely backup, so that in the event your computer decides it's time is up, you won't be at a total loss.
So just what files should you be backing up? Although the choice is ultimately a personal one, here are some suggestions:
- Information and files relating to banking or other financial transactions
- Digital photos
- Purchased/downloaded music from the Internet
- Purchased/downloaded software from the Internet
- Important work/school projects
- Email contact list
- Internet browser bookmarks
Investing time in your Bankcard Pros CRM ensures you gain the most from it
The Bankcard Pros CRM Team is passionate about our company and proud of our accomplishments with our products and services. Together we have dedicated nearly a decade creating and building Bankcard Pros CRM Software. We care about our customers and spend a large part of each day developing our CRM product, whether adding new features or improving existing ones. Our CRM remains a never-ending project for us. Our team wants Bankcard Pros CRM software to help customers be as successful as possible, yet we know all too well the age-old expression, “You can lead a horse to water, but you cannot make it drink!”
With that in mind, we are truly proud of our software, with all its potential and capabilities. But we need our customers to come along for ride, to invest the necessary time and resource, to utilize the software correctly in order to maximize its efficiency for the business.
We understand that for many businesses it’s not always a short, simple, straight-forward task to set-up and configure the CRM, and we know you need support. Indeed, we’ll admit that some customers have in the past objected to what they see as a lack of support, feeling as though they are not getting the most from their CRM.
In these instances, the Bankcard Pros CRM Team poses two questions:
First, “Has our customer been able to meet their expectations of the software by investing sufficient resource into it?”
And secondly, “How can the Bankcard Pros Team best assist the customer?”
Naturally, we investigate every customer query to find out the root cause of an issue. Typically and somewhat disappointingly, we often discover one of three things. First, some customers are still yet to log into the software. Secondly, the required Set-up and Configuration Checklist has not been completed which is a requirement, and finally much time has passed between the customer perceiving an issue and eventually notifying the Bankcard Pros CRM Team.
We hope that each of our customers will invest the appropriate time to complete the required set-up and configuration checklist, read all support materials, and ensure they view all training videos. After all, a CRM purchase is a solid financial outlay and as such requires the customer to dedicate time and resource to make sure the product operates as efficiently as possible.
Support from our team shouldn’t need to commence the moment after installation; instead we hope it begins after the customer has completed the checklist, read all set-up materials and viewed all the training videos.
Sometimes customers choose not to follow instructions. We understand the pressures of time and multiple work commitments. But we advise against taking short cuts and skipping steps that are essential in making the CRM experience a positive and beneficial one for the company. The checklist has been carefully developed to facilitate the customer’s initial exposure to the CRM product, to transfer knowledge and ensure the customer can work independently, and in a more effective and efficient manner than by over-the-phone support.
We believe any CRM project needs to have a dedicated staff member who will take responsibility for the software. This ensures the company’s CRM implementation is achieved in a straightforward and hassle-free manner. As with the introduction of any major business decision, CRM implementation is a project requiring careful planning. A well-managed CRM project ensures that possible issues are perceived and resolved, and that a customer understands well in advance the capabilities and limitations of the software.
Recently, one prospective customer wishing to buy our CRM software made the following comment:
"Let's face it, we are all looking for the perfect CRM that does what each of us want it to do, and which is different for each ISO/MLS. We want it cheap, we want "up-to-the-second" response in service, we want our name on it and so on. Come to think of it… I just sounded like the majority of my merchants."
With all CRM software, a company must be prepared to invest substantially, to pay more for support, and to prepare its staff to devote a portion of the daily routine and resource using the CRM for their business. It’s advisable to include this in the company’s budget and accept this part of the ongoing operations expenditure. If a company chooses to invest adequately and budgets wisely to pay support fees, then they will always receive a favourable outcome. The dilemma comes when companies insist on superior support and endless hours of assistance free of charge. Any company with a successful CRM implementation will have done its homework carefully and allocated sufficient financial and human resource to the project - and that on an ongoing basis.
Extensive and comprehensive online training is available 24 hours a day, so why bother with over-the-phone support? We currently have 64 high-quality training videos available online, all day, every day, and we believe the training covers each and every aspect of the CRM. Online training is accessible and convenient and doesn’t require time-consuming note-taking. Simply upload, sit back and watch - and of course the training videos can be viewed as frequently as needed!
What we are asking for is this: the customer needs to invest a reasonable amount of time to learn, set-up, and use the software. They can complete 80-90% of this in their own time and without the need for extra assistance. Obviously, we will help customers and walk them through the remaining few items they don’t understand. The more time and effort the customer invests in the software, the better they will understand the software capabilities and the greater their understanding of its potential to realize their expectations.
So what about the question: “But this is why we are paying for support!” Our company sells software just like any other, and the support our customers pay for consists of answering questions and teaching clients how to do things when they are stuck. But we believe the customer also has a responsibility to set-up, use, and manage their own CRM on a daily basis. We have had customers in the past demand that we make changes in their CRM because they pay for this support, when this is not the case. The biggest dilemma is a majority of the customers haven’t appropriated enough time to read thoroughly and understand the contract agreement, watched the videos, set-up and configuration guide, checklist or the question and answer guide. We need you to do this in order that your CRM experience is an enjoyable one, and it’s a requirement we’ve clearly enunciated in the contract agreement.
But let me be clear – we do offer support to get the customer though the tougher moments! We are available to answer questions and guide customers through simple tasks. However, we do not operate the CRM software, complete the set-up or carry out configuration checklist. For legal reasons, we are prohibited from making changes, adding, editing, or deleting anything in your CRM after the customer starts using the product.
We have customers that employ young staff in sales offices, who use the CRM daily without being trained and requiring almost no external support. This is because they put the effort into using the software. As in many businesses, some customers forget to invest time and resource in CRM as they feel too many time constraints dealing with new sales, training agents, and supporting their own merchants. This is a no-win situation. Customers are aware that they they require a CRM for their sales office, yet they feel they don’t have the time to start using it.
For this reason, we mention in the first 3-4 pages of the Set-up and Configuration Guide that it is highly recommended that the owner assign a manager or employee to manage this CRM for the office. Owners do not have time trying to do all this on their own yet still need to learn the capabilities of the CRM and use as frequently as possible.
Recently we had a customer tell us on the phone that he “was expecting the Bankcard Pros CRM software to be live and ready to use as soon as it was installed” and that he “didn’t have time to do the set-up.” So what should the customer expect from the Bankcard Pros CRM Team?
In this case the customer switched over to Bankcard Pros CRM from Microsoft CRM software, the latter was a vast, complicated system including thousands of features, many of which will remain unused. Such a system demands an enormous cost when needed for hundreds of users, and consumes a tremendous amount of resources to learn and operate the system. The process with our company is the same, but certainly less complicated.
Due diligence is part of major business decision and our customers should know what they are getting when they purchase our CRM. Our system is built specifically for the bankcard industry so we avoided adding an overabundance of features. Our product has the features required for any sales office selling merchant services and credit card processing equipment/software, and we omitted introducing features that would never be used. Some customers report that they can use only 30% of our CRM software; this is why Bankcard Pros CRM offers the option to disable features that won’t be used.
If a customer chooses not to participate in reading the support documentation, learning how to set-up the CRM, watching the training videos, and completing the set-up and configuration of the CRM software, a project can rarely meet the customer’s expectations. We understand that customers will not be able to learn 100% of the CRM software in a week but we believe the customer can learn and set-up 60-80% of the CRM independently. We will be able to guide you to learn and set-up the remaining steps.
The Bankcard Pros CRM Team knows it can be frustrating to set-up and implement the running of new software, but we hope the customer will avoid making statements like these:
“We do not have time to do this.”
“We don’t have time to read anything.”
“We expected this CRM to be up and running when you first installed it.”
“This is what we pay you to do.”
“We never received support so we could never even use the CRM software.”
When our staff receives emails like this, we first do research to see what was completed with their CRM, such as “How many times did they login”, “Was the checklist started or completed”, ”Did they add all their users in the system”, “Did they build a document download library”, “Did they import their existing clients”, “Did they edit the email notifications”, “Did they customize the status levels and user type levels” and so on. Nevertheless, from time to time we still have customers who have avoided undertaking the most basics steps to get started.
Here is an example of how much time it would take a customer to get started:
Print out the 28-page Question and Answer Guide
Print out the 41-page Set-up and Configuration Guide
Print out the 13-page Set-up and Configuration Checklist.
It takes about four hours to read the documentation and another two or three to complete the Set-up and Configuration Checklist. We also highly recommend that customers watch all 64 YouTube training videos, a total of approximately five hours’ viewing. In all, in about two or three days a customer can achieve everything that is required. To obtain best results, it depends on just closing the door, eliminating all distractions, and completing the tasks!
When all this is done, the Bankcard Pros CRM Team can help customers import clients, contacts, and other tasks which should only take another hour. If the customer follows our instructions above and does this right the first time, it will prevent having to redo things manually in the future, eliminating confusion and avoiding wasted time and money.
We’re in the software business and we know CRM inside out. Each day CRM software becomes more and more sophisticated and able to handle a myriad of complicated tasks that save businesses time and money. However, like any large investment, we hope customers will take ownership of the investment – time and effort will ensure the CRM becomes a great tool for the customer’s business.
Nurture the software early on so that later it will thrive. It’s that simple. With effort from the customer, together with the Bankcard Pros CRM Team, we know the CRM will be a positive business experience. We know the typical customer can install and use 80% of the Bankcard Pros CRM software without assistance from us. We’re here to provide the additional support required when issues arrive further down the line.
In the end, CRM software belongs to the customer and can only be as successful as the time a customer dedicates to it. An investment of time and effort will result in the success or failure of utilizing CRM software. If the customer manages this well, such an investment will save the company thousands of dollars in time and money because it will organize employees and allow the sales office to board, manage, and deploy even more merchants on a daily basis. With a small investment of time in set-up and training, the Bankcard Pros CRM experience is certain to be a positive one.
For any questions, please contact the Bankcard Pros CRM Team at (800) 985-9157 or email us at training@bankcardpros.com
With that in mind, we are truly proud of our software, with all its potential and capabilities. But we need our customers to come along for ride, to invest the necessary time and resource, to utilize the software correctly in order to maximize its efficiency for the business.
We understand that for many businesses it’s not always a short, simple, straight-forward task to set-up and configure the CRM, and we know you need support. Indeed, we’ll admit that some customers have in the past objected to what they see as a lack of support, feeling as though they are not getting the most from their CRM.
In these instances, the Bankcard Pros CRM Team poses two questions:
First, “Has our customer been able to meet their expectations of the software by investing sufficient resource into it?”
And secondly, “How can the Bankcard Pros Team best assist the customer?”
Naturally, we investigate every customer query to find out the root cause of an issue. Typically and somewhat disappointingly, we often discover one of three things. First, some customers are still yet to log into the software. Secondly, the required Set-up and Configuration Checklist has not been completed which is a requirement, and finally much time has passed between the customer perceiving an issue and eventually notifying the Bankcard Pros CRM Team.
We hope that each of our customers will invest the appropriate time to complete the required set-up and configuration checklist, read all support materials, and ensure they view all training videos. After all, a CRM purchase is a solid financial outlay and as such requires the customer to dedicate time and resource to make sure the product operates as efficiently as possible.
Support from our team shouldn’t need to commence the moment after installation; instead we hope it begins after the customer has completed the checklist, read all set-up materials and viewed all the training videos.
Sometimes customers choose not to follow instructions. We understand the pressures of time and multiple work commitments. But we advise against taking short cuts and skipping steps that are essential in making the CRM experience a positive and beneficial one for the company. The checklist has been carefully developed to facilitate the customer’s initial exposure to the CRM product, to transfer knowledge and ensure the customer can work independently, and in a more effective and efficient manner than by over-the-phone support.
We believe any CRM project needs to have a dedicated staff member who will take responsibility for the software. This ensures the company’s CRM implementation is achieved in a straightforward and hassle-free manner. As with the introduction of any major business decision, CRM implementation is a project requiring careful planning. A well-managed CRM project ensures that possible issues are perceived and resolved, and that a customer understands well in advance the capabilities and limitations of the software.
Recently, one prospective customer wishing to buy our CRM software made the following comment:
"Let's face it, we are all looking for the perfect CRM that does what each of us want it to do, and which is different for each ISO/MLS. We want it cheap, we want "up-to-the-second" response in service, we want our name on it and so on. Come to think of it… I just sounded like the majority of my merchants."
With all CRM software, a company must be prepared to invest substantially, to pay more for support, and to prepare its staff to devote a portion of the daily routine and resource using the CRM for their business. It’s advisable to include this in the company’s budget and accept this part of the ongoing operations expenditure. If a company chooses to invest adequately and budgets wisely to pay support fees, then they will always receive a favourable outcome. The dilemma comes when companies insist on superior support and endless hours of assistance free of charge. Any company with a successful CRM implementation will have done its homework carefully and allocated sufficient financial and human resource to the project - and that on an ongoing basis.
Extensive and comprehensive online training is available 24 hours a day, so why bother with over-the-phone support? We currently have 64 high-quality training videos available online, all day, every day, and we believe the training covers each and every aspect of the CRM. Online training is accessible and convenient and doesn’t require time-consuming note-taking. Simply upload, sit back and watch - and of course the training videos can be viewed as frequently as needed!
What we are asking for is this: the customer needs to invest a reasonable amount of time to learn, set-up, and use the software. They can complete 80-90% of this in their own time and without the need for extra assistance. Obviously, we will help customers and walk them through the remaining few items they don’t understand. The more time and effort the customer invests in the software, the better they will understand the software capabilities and the greater their understanding of its potential to realize their expectations.
So what about the question: “But this is why we are paying for support!” Our company sells software just like any other, and the support our customers pay for consists of answering questions and teaching clients how to do things when they are stuck. But we believe the customer also has a responsibility to set-up, use, and manage their own CRM on a daily basis. We have had customers in the past demand that we make changes in their CRM because they pay for this support, when this is not the case. The biggest dilemma is a majority of the customers haven’t appropriated enough time to read thoroughly and understand the contract agreement, watched the videos, set-up and configuration guide, checklist or the question and answer guide. We need you to do this in order that your CRM experience is an enjoyable one, and it’s a requirement we’ve clearly enunciated in the contract agreement.
But let me be clear – we do offer support to get the customer though the tougher moments! We are available to answer questions and guide customers through simple tasks. However, we do not operate the CRM software, complete the set-up or carry out configuration checklist. For legal reasons, we are prohibited from making changes, adding, editing, or deleting anything in your CRM after the customer starts using the product.
We have customers that employ young staff in sales offices, who use the CRM daily without being trained and requiring almost no external support. This is because they put the effort into using the software. As in many businesses, some customers forget to invest time and resource in CRM as they feel too many time constraints dealing with new sales, training agents, and supporting their own merchants. This is a no-win situation. Customers are aware that they they require a CRM for their sales office, yet they feel they don’t have the time to start using it.
For this reason, we mention in the first 3-4 pages of the Set-up and Configuration Guide that it is highly recommended that the owner assign a manager or employee to manage this CRM for the office. Owners do not have time trying to do all this on their own yet still need to learn the capabilities of the CRM and use as frequently as possible.
Recently we had a customer tell us on the phone that he “was expecting the Bankcard Pros CRM software to be live and ready to use as soon as it was installed” and that he “didn’t have time to do the set-up.” So what should the customer expect from the Bankcard Pros CRM Team?
In this case the customer switched over to Bankcard Pros CRM from Microsoft CRM software, the latter was a vast, complicated system including thousands of features, many of which will remain unused. Such a system demands an enormous cost when needed for hundreds of users, and consumes a tremendous amount of resources to learn and operate the system. The process with our company is the same, but certainly less complicated.
Due diligence is part of major business decision and our customers should know what they are getting when they purchase our CRM. Our system is built specifically for the bankcard industry so we avoided adding an overabundance of features. Our product has the features required for any sales office selling merchant services and credit card processing equipment/software, and we omitted introducing features that would never be used. Some customers report that they can use only 30% of our CRM software; this is why Bankcard Pros CRM offers the option to disable features that won’t be used.
If a customer chooses not to participate in reading the support documentation, learning how to set-up the CRM, watching the training videos, and completing the set-up and configuration of the CRM software, a project can rarely meet the customer’s expectations. We understand that customers will not be able to learn 100% of the CRM software in a week but we believe the customer can learn and set-up 60-80% of the CRM independently. We will be able to guide you to learn and set-up the remaining steps.
The Bankcard Pros CRM Team knows it can be frustrating to set-up and implement the running of new software, but we hope the customer will avoid making statements like these:
“We do not have time to do this.”
“We don’t have time to read anything.”
“We expected this CRM to be up and running when you first installed it.”
“This is what we pay you to do.”
“We never received support so we could never even use the CRM software.”
When our staff receives emails like this, we first do research to see what was completed with their CRM, such as “How many times did they login”, “Was the checklist started or completed”, ”Did they add all their users in the system”, “Did they build a document download library”, “Did they import their existing clients”, “Did they edit the email notifications”, “Did they customize the status levels and user type levels” and so on. Nevertheless, from time to time we still have customers who have avoided undertaking the most basics steps to get started.
Here is an example of how much time it would take a customer to get started:
Print out the 28-page Question and Answer Guide
Print out the 41-page Set-up and Configuration Guide
Print out the 13-page Set-up and Configuration Checklist.
It takes about four hours to read the documentation and another two or three to complete the Set-up and Configuration Checklist. We also highly recommend that customers watch all 64 YouTube training videos, a total of approximately five hours’ viewing. In all, in about two or three days a customer can achieve everything that is required. To obtain best results, it depends on just closing the door, eliminating all distractions, and completing the tasks!
When all this is done, the Bankcard Pros CRM Team can help customers import clients, contacts, and other tasks which should only take another hour. If the customer follows our instructions above and does this right the first time, it will prevent having to redo things manually in the future, eliminating confusion and avoiding wasted time and money.
We’re in the software business and we know CRM inside out. Each day CRM software becomes more and more sophisticated and able to handle a myriad of complicated tasks that save businesses time and money. However, like any large investment, we hope customers will take ownership of the investment – time and effort will ensure the CRM becomes a great tool for the customer’s business.
Nurture the software early on so that later it will thrive. It’s that simple. With effort from the customer, together with the Bankcard Pros CRM Team, we know the CRM will be a positive business experience. We know the typical customer can install and use 80% of the Bankcard Pros CRM software without assistance from us. We’re here to provide the additional support required when issues arrive further down the line.
In the end, CRM software belongs to the customer and can only be as successful as the time a customer dedicates to it. An investment of time and effort will result in the success or failure of utilizing CRM software. If the customer manages this well, such an investment will save the company thousands of dollars in time and money because it will organize employees and allow the sales office to board, manage, and deploy even more merchants on a daily basis. With a small investment of time in set-up and training, the Bankcard Pros CRM experience is certain to be a positive one.
For any questions, please contact the Bankcard Pros CRM Team at (800) 985-9157 or email us at training@bankcardpros.com
Top 7 Benefits of CRM Software
Top 7 benefits of CRM software -- towards a more efficient way to define the company-client relationship
The standard CRM definition that includes better serving existing customers and developing services for new ones can also include CRM as a business practice that combines software solutions with business objectives to develop company-client relationships. When CRM is effective, it improves internal processes within the business and personalizes the organization's external relationships. The overall benefits of CRM software include extending the company's value across the firm through data integration, increasing customer retention and loyalty, and responding effectively to competition in the marketplace.
Listed below are seven specific CRM software benefits that result from superior customer data collection that in turn helps better manage relationships with customers.
Top seven CRM software benefits
Increased revenue and profits -- Finding the right CRM software that matches companies' strategies and objectives allows management to develop a plan for increasing sales and profits for the long term. CRM software makes sales data and forecast information all immediately accessible and permits decision-makers to accurately study revenue and expenses to decide where to cut costs, decide how much inventory to stock, and determine what discounts may be allowed.
Improved capture of sales leads -- When companies generate a large amount of leads, they can then increase their sales and revenues. With an automated workflow system that includes set timers, CRM software enables the sales team to view leads on the computer screen and then see those leads disappear when they become customers. In addition, CRM software creates specific sales territories so that the sales team can manage their areas via CRM generated reports that give complete, concise information.
Flexibility through scalability -- Scalability is an especially important factor for expanding small-and medium-sized businesses who wish to develop their customer offerings in the near future, but don't wish to outlay a great deal of money for their CRM software solution. Many CRM solutions offer a package that requires no software installation on the user's computer and gives new users the confidence to slowly build their system to match their needs.
Other CRM vendors allow smaller companies to rent licenses and to then have that vendor manage and maintain their CRM solution, which leaves small companies free to perform other day-to-day tasks. Once the business gains more customers and wishes to expand their CRM capabilities, the CRM vendor can offer the company user licenses, which require yearly maintenance fees, but give the company complete autonomy from the CRM vendor. Having a license may give the company a greater sense of security, since vital customer data is now only housed in their IP network.
Some CRM software solutions for small businesses use web-based solutions to share data with other applications such as Microsoft Outlook which helps these companies integrate a CRM solution into their business plan, while lessening their administrative time.
Improved customer service -- The CRM software should include access to centralized customer data as well as e-mail templates that allows CRM associates to quickly key in on important customer details and communicate effectively with those customers when they need assistance with their services or products. This customer information has been captured from either point-of-sale (POS) systems or through sales and purchase data.
Increased cross-selling and up-selling opportunities for existing customers Businesses make money when they keep their customers through loyalty, more than by depleting their resources trying to find new customers. With "A-list" sales leads in hand from call centers, surveys, and other inquires, along with the existing customer data, customer service reps or the sales team can offer expanded services to their customers.
Accessible decision-driving information -- When the CRM software solution contains a competitor tracking function, management and the sales team can access these reports to identify trends, measure and forecast sales, track sales processes, and evaluate their own business performance. The CRM software also includes access to important resources such as brochures, white papers, and competitor reports.
Improved customer profiling and target marketing -- In order to know customers and serve their needs, the CRM software system must be able to capture customer details like present accounts, pending orders, and payment history. The centralized database is also integral for customer profiling and for predicting what services that customer may need in the future.
Making customers count and stay
The concept of CRM has existed in the business world for a long time, but in recent years CRM use has grown because of better technology access and database integration. Companies should investigate CRM solutions to keep their existing customers and serve their unique needs. If companies focus on delivering exceptional service that is tailored for these customers, then, they will build loyalty, which will in turn build revenue.
Finding the right CRM solution is an investment for the company and the company's executives need to wholeheartedly support the new CRM solution. This solution must fit within the company's objectives and staff must be trained, or the CRM solution will go to waste if sales leads aren't captured correctly, or if additional customer windows of the CRM software aren't accessed by the right people in a timely fashion. Although somewhat costly, businesses know that when they lose a customer due to inefficiency or delays, they will lose revenue and potential revenue when that upset customer tells ten or more associates of his or her negative experience.
A CRM solution used by a trained staff with the company's goals in mind will promote shorter sales cycles, reduce administrative costs, require less time to track down information, improve reporting and give quicker issue turnaround time, increase sales closing rates, and improve customer retention. As a result, CRM software solutions allow companies to escape revenue plateaus by capturing new customers, retaining existing ones, and by better managing their business.
The standard CRM definition that includes better serving existing customers and developing services for new ones can also include CRM as a business practice that combines software solutions with business objectives to develop company-client relationships. When CRM is effective, it improves internal processes within the business and personalizes the organization's external relationships. The overall benefits of CRM software include extending the company's value across the firm through data integration, increasing customer retention and loyalty, and responding effectively to competition in the marketplace.
Listed below are seven specific CRM software benefits that result from superior customer data collection that in turn helps better manage relationships with customers.
Top seven CRM software benefits
Increased revenue and profits -- Finding the right CRM software that matches companies' strategies and objectives allows management to develop a plan for increasing sales and profits for the long term. CRM software makes sales data and forecast information all immediately accessible and permits decision-makers to accurately study revenue and expenses to decide where to cut costs, decide how much inventory to stock, and determine what discounts may be allowed.
Improved capture of sales leads -- When companies generate a large amount of leads, they can then increase their sales and revenues. With an automated workflow system that includes set timers, CRM software enables the sales team to view leads on the computer screen and then see those leads disappear when they become customers. In addition, CRM software creates specific sales territories so that the sales team can manage their areas via CRM generated reports that give complete, concise information.
Flexibility through scalability -- Scalability is an especially important factor for expanding small-and medium-sized businesses who wish to develop their customer offerings in the near future, but don't wish to outlay a great deal of money for their CRM software solution. Many CRM solutions offer a package that requires no software installation on the user's computer and gives new users the confidence to slowly build their system to match their needs.
Other CRM vendors allow smaller companies to rent licenses and to then have that vendor manage and maintain their CRM solution, which leaves small companies free to perform other day-to-day tasks. Once the business gains more customers and wishes to expand their CRM capabilities, the CRM vendor can offer the company user licenses, which require yearly maintenance fees, but give the company complete autonomy from the CRM vendor. Having a license may give the company a greater sense of security, since vital customer data is now only housed in their IP network.
Some CRM software solutions for small businesses use web-based solutions to share data with other applications such as Microsoft Outlook which helps these companies integrate a CRM solution into their business plan, while lessening their administrative time.
Improved customer service -- The CRM software should include access to centralized customer data as well as e-mail templates that allows CRM associates to quickly key in on important customer details and communicate effectively with those customers when they need assistance with their services or products. This customer information has been captured from either point-of-sale (POS) systems or through sales and purchase data.
Increased cross-selling and up-selling opportunities for existing customers Businesses make money when they keep their customers through loyalty, more than by depleting their resources trying to find new customers. With "A-list" sales leads in hand from call centers, surveys, and other inquires, along with the existing customer data, customer service reps or the sales team can offer expanded services to their customers.
Accessible decision-driving information -- When the CRM software solution contains a competitor tracking function, management and the sales team can access these reports to identify trends, measure and forecast sales, track sales processes, and evaluate their own business performance. The CRM software also includes access to important resources such as brochures, white papers, and competitor reports.
Improved customer profiling and target marketing -- In order to know customers and serve their needs, the CRM software system must be able to capture customer details like present accounts, pending orders, and payment history. The centralized database is also integral for customer profiling and for predicting what services that customer may need in the future.
Making customers count and stay
The concept of CRM has existed in the business world for a long time, but in recent years CRM use has grown because of better technology access and database integration. Companies should investigate CRM solutions to keep their existing customers and serve their unique needs. If companies focus on delivering exceptional service that is tailored for these customers, then, they will build loyalty, which will in turn build revenue.
Finding the right CRM solution is an investment for the company and the company's executives need to wholeheartedly support the new CRM solution. This solution must fit within the company's objectives and staff must be trained, or the CRM solution will go to waste if sales leads aren't captured correctly, or if additional customer windows of the CRM software aren't accessed by the right people in a timely fashion. Although somewhat costly, businesses know that when they lose a customer due to inefficiency or delays, they will lose revenue and potential revenue when that upset customer tells ten or more associates of his or her negative experience.
A CRM solution used by a trained staff with the company's goals in mind will promote shorter sales cycles, reduce administrative costs, require less time to track down information, improve reporting and give quicker issue turnaround time, increase sales closing rates, and improve customer retention. As a result, CRM software solutions allow companies to escape revenue plateaus by capturing new customers, retaining existing ones, and by better managing their business.
What is CRM?
Benefits of customer relationship management for all sized businesses
What is CRM? CRM stands for customer relationship management, defined as a software technology and overall business strategy that enables companies, large and small, to manage their sales leads, accounts, orders, and case management. The benefits of CRM software include increased revenue from managing accounts and orders efficiently, more satisfied customers, and reduced costs stemming from less administrative tracking time and greater turnaround time. However, in order for companies to achieve their greatest results, they will need to expertly train their staff and have their IT departments (if they have one) integrate CRM onto their current software and hardware technologies.
CRM solutions can either be hosted or licensed, meaning that a company can buy the license for a CRM solution and run it themselves, or they can lease a CRM solution, and have that company be responsible for monthly maintenance and training for employees.
CRM benefits companies of varying sizes: enterprise through home-based businesses
Large enterprise businesses -- These global companies require CRM systems that integrate customer service management, sales force management, and IT management into the CRM package. For instance, customer service CRM helps these large companies keep track of extensive customer databases so that customer service support personnel can easily locate accounts, track and analyze orders, as well as track helpdesk tickets so that the questions get answered.
Many enterprises are realizing that CRM is an integral part of their business and that it is worth every investment penny, but executives must align their people and processes across their business to prevent CRM from becoming just a technology issue.
SBE (Small Business Enterprises) and SME (Small/Medium Enterprises) -- Since serving existing customers is always more profitable than spending resources for new ones, CRM helps small and medium sized businesses track and manage opportunities like sales leads, phone calls, and report generation. CRM allows smaller companies to keep abreast of customer needs and trends, while looking like a large business that operates 24/7. The right CRM package can provide a self-help, automated program that answers customer questions outside of normal business hours.
SSB (Small Small Businesses) and SOHO (Small Office, Home Office) -- It used to be that the smallest businesses used Microsoft Outlook for basic customer contact information, and users shared a centralized contact list. Because of their small staff sizes and service-based businesses, SSBs/SOHOs need to maximize their time with a CRM solution that target customers and prospects most likely to buy their products and services. CRM software assists growing businesses by organizing customer data by initial lead, to the sale, plus any ongoing follow up service or support. The software also accesses activity reports, generates labels for mailings, and allows the user to easily update customer information.
CRM is a worthwhile investment
Using CRM is a smart solution for any sized business to stay competitive. Fortunately, there are as many CRM solutions as there are businesses that need them. Enterprises can more easily afford CRM than smaller businesses, which must resist the urge not to update their customer systems. For instance, many smaller business fight CRM because of lack of time, employees, lack of capital, and inadequate IT resources. However, if smaller businesses do their research, they will learn that a CRM software solution can give value back to their customers, can retain those customers, plus increase profits and customer satisfaction.
What is CRM? CRM stands for customer relationship management, defined as a software technology and overall business strategy that enables companies, large and small, to manage their sales leads, accounts, orders, and case management. The benefits of CRM software include increased revenue from managing accounts and orders efficiently, more satisfied customers, and reduced costs stemming from less administrative tracking time and greater turnaround time. However, in order for companies to achieve their greatest results, they will need to expertly train their staff and have their IT departments (if they have one) integrate CRM onto their current software and hardware technologies.
CRM solutions can either be hosted or licensed, meaning that a company can buy the license for a CRM solution and run it themselves, or they can lease a CRM solution, and have that company be responsible for monthly maintenance and training for employees.
CRM benefits companies of varying sizes: enterprise through home-based businesses
Large enterprise businesses -- These global companies require CRM systems that integrate customer service management, sales force management, and IT management into the CRM package. For instance, customer service CRM helps these large companies keep track of extensive customer databases so that customer service support personnel can easily locate accounts, track and analyze orders, as well as track helpdesk tickets so that the questions get answered.
Many enterprises are realizing that CRM is an integral part of their business and that it is worth every investment penny, but executives must align their people and processes across their business to prevent CRM from becoming just a technology issue.
SBE (Small Business Enterprises) and SME (Small/Medium Enterprises) -- Since serving existing customers is always more profitable than spending resources for new ones, CRM helps small and medium sized businesses track and manage opportunities like sales leads, phone calls, and report generation. CRM allows smaller companies to keep abreast of customer needs and trends, while looking like a large business that operates 24/7. The right CRM package can provide a self-help, automated program that answers customer questions outside of normal business hours.
SSB (Small Small Businesses) and SOHO (Small Office, Home Office) -- It used to be that the smallest businesses used Microsoft Outlook for basic customer contact information, and users shared a centralized contact list. Because of their small staff sizes and service-based businesses, SSBs/SOHOs need to maximize their time with a CRM solution that target customers and prospects most likely to buy their products and services. CRM software assists growing businesses by organizing customer data by initial lead, to the sale, plus any ongoing follow up service or support. The software also accesses activity reports, generates labels for mailings, and allows the user to easily update customer information.
CRM is a worthwhile investment
Using CRM is a smart solution for any sized business to stay competitive. Fortunately, there are as many CRM solutions as there are businesses that need them. Enterprises can more easily afford CRM than smaller businesses, which must resist the urge not to update their customer systems. For instance, many smaller business fight CRM because of lack of time, employees, lack of capital, and inadequate IT resources. However, if smaller businesses do their research, they will learn that a CRM software solution can give value back to their customers, can retain those customers, plus increase profits and customer satisfaction.
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