Performance Tools for CRM

What is Serenity CRM? – Serenity CRM is yet another customer relationship management software made especially for hospitality business. As hotels and motels need to maintain excellent customer service, providing better and efficient services to customers is an essential thing. Serenity CRM has been developed by taking special care so that it covers all the basic needs of a hospitality business.

Modules in Serenity CRM: For keeping in touch with your customers, Serenity CRM provides various modules that allow you to perform advanced operations on customer data and mine meaningful information from that data. Everything from the regular customer loyalty programs to advanced marketing efforts tracking module is available in Serenity CRM for use by a hospitality business. Some of the modules that are provided in Serenity CRM are:

• Activity Generator
• Customer Loyalty Module
• Marketing Efforts Tracking Module
• Lead Generation Module

Analytics modules of Serenity CRM: Providing better understandability to your business, Serenity CRM is a software that enables easy to use navigation and efficient understanding for your customers with the use of various modules available. While providing more effective information on various factors related to customer information, Serenity CRM also provides efficient analytics capabilities to the users so as to make for effective evaluation of processes and their execution. Given below is a list of some of the modules that allow a business to evaluate its performance:

• Events Management Module: Hotels and Motels often need to organize events that would lead them to have greater share of customers and build customer loyalty. Serenity CRM makes it ever easier to organize such events and extract valuable information after the event.
• Reporting and analysis tool: Serenity CRM is one such tool that allows its users to view as well as create reports and other forms of information from relatively raw consumer centric data.

Website: http://www.intuitivesystems.co.uk/irtsCRM.aspx

Author: Intuitive Ltd

Price Range: Price on demand

Platform: Available as a web service

crm-performance Hotel CRM

What is Sugar CRM? Sugar CRM is a famous customer relationship management solution that allows its users to effectively manage their customer data for providing improved customer service and thus increase their revenues. Having utmost importance for businesses catering to the hospitality business, Sugar CRM is one such utility that can be used to deliver quality service in timely manner. Available in professional as well as enterprise editions, Sugar CRM is an excellent tool for every need.

Modules in Sugar CRM: Being a commercial open source CRM solution, Sugar CRM is efficient for every need and pocket. Having immense usability and application, Sugar CRM provides top of the line features through its modules. Some of the modules available in Sugar CRM are:

• Reporting Module
• Marketing Automation
• Sales Force Automation
• Customer Support
• Collaboration
• Platform

Analytics modules of Sugar CRM: Sugar CRM is one of the best solutions for effective analysis of performance data. Given below are some of the modules available in Sugar CRM that provide information on performance of a business:

• Marketing Analysis: By allowing business to measure the effectiveness of their marketing campaigns, Sugar CRM allows a user to track and analyze the course of a sales opportunity from the initial lead to its closing.
• Dashboards: Providing real-time information about customer leads and other customer related data, Dashboards are also important as they provide quality information on opportunities and customer accounts.
• Customer Profiles: For providing a better understanding of your customers, Sugar CRM provides you with some techniques that are easy to use and allow you to manage the customer profile for extracting the information you need.
• Case Reports: By helping you to monitor customer queries and problems, this module of Sugar CRM allows a business to evaluate their customer service and its efficiently.

Website: www.sugarcrm.com

Author: SugarCRM Inc.

Price Range: $40/mo for On-Demand single user and $275/yr for Professional On-Site Single User

Platform: On site desktop based as well as On Demand

crm-performance Hotel CRM

CRM management through the use of BSCs is an innovative and effective option in pursing customer relationship management, without the unnecessary expense, and without exertion of unnecessary time and effort.

Customer relationship management has to do with establishing and improving the relationship between the head of a business and its clientele. This is also composed of stages or aspects of operation. Thus, CRM management through the use of BSCs is a very effective idea since you, as the manager or owner, will be managing your customer relations with the use of one of the most effective and economical measurement and evaluation tools – the balanced scorecard.

The balanced scorecard, otherwise known as the BSC, is currently one of the most effective, efficient, convenient, and economical means to perform measurement and evaluation functions in any activity. Also, the method has proven its versatility by having the capability to be applied to virtually almost every single activity for as long as it is composed of aspects of operation. This will make the management of customer relations a lot easier and efficient, for the benefit of the customers in the end.

Using the balanced scorecard for CRM purposes will save your venture a lot more money and time when making use of other measurement and evaluation tools. Of course, you can always dispense with using any tool; however, you risk running your business to the ground because you do not know where you stand in terms of staying in the economic competition. It also makes the entire management function more efficient. This is due to the fact that the balanced scorecard is designed to take note of all the aspects of a particular activity. It can be likened to having a general checkup at the doctor’s clinic. When the doctor checks your whole body, every single part practically gets examined, resulting in a more thorough and specific diagnosis. This is the same in the management of customer relations with the use of the balanced scorecard.

The availability of the balanced scorecard also allows the completion of the entire measurement and evaluation process in a shorter period. In the world of business, time is always of the essence and that even the shortest lag in time may result to the loss of interest of one customer, which, in the end, may prove detrimental to economic activity. With the use of the scorecard, much time is saved. This is due to the timesaving feature of the scorecard. Its ease of implementation and interpretation makes it quick to administer and quick to interpret.

The use of measurement and evaluation tool will always prove beneficial to the conduct of business; in this case, with customer relations. It must always be borne in mind that the customers are the life of a venture. Without them, no business will thrive. Without them, there will be no economic competition to speak of. These are the very reasons why a business must take care of its customers by improving on its customer relations management. Having satisfied customers is always equivalent to having a thriving and successful business. Performing CRM management through the use of BSCs is indeed a beneficial and profitable option for the management of a business. It gives all the benefits of an efficient measurement and evaluation tool without the usual expense of time and resources.

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Consultants and owners of business-oriented web-sites will be interested in partnership program that is now available with BSC Designer.

With affiliate program that is now available for BSC Designer, it is possible to be affiliate and resell both - scorecards from commercial library and resell BSC Designer itself.

Consultants in the customer relationship management area, will find BSC Designer a useful tool for themselves and for their customers.

For more information about Balanced Scorecard Partnership check the partners section online.

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Customer relationship management is becoming a popular business strategy, and the proper use of CRM KPIs or key performance indicators is one useful tool to maintain and improve CRM performance.

Customer relationship management has, in recent years, become widely recognized as an important business strategy. This basically has to do with the creation of value via obtaining, keeping, and serving highly profitable clients or customers. As can be expected, this is in most cases a multi-faceted process that can get quite complex to implement and monitor. As such, CRM KPIs or key performance indicators are often used to help managers get a grip on the various aspects of customer relationship management.

Essentially, CRM consists of various basic processes. There is what is called new acquisitions or selling existing services or products to new customers. Another is cross selling or selling additional or new products to existing or returning customers. Upselling refers to selling higher-end and more expensive services and products to existing customers. Customer retention would refer to keeping the current customer base happy and coming back for more, which is also related to customer service or support activities and processes. These different aspects of managing customer relationships are all interrelated, and no particular one should be emphasized too greatly over the others.

Keeping track of even just one of these aspects can be a real challenge, especially as the organization gets larger and the procedures get more complicated. The difficulty is compounded almost exponentially when all of the relationships between the various aspects have to be factored in, as well. Hence, it becomes of utmost importance to be able to effectively utilize some sort of tool or paradigm to manage the jumbled mess, and here is where key performance indicators may be of great utility.

KPIs represent a way to measure a very specific performance goal or objective. A KPI in its simplest form would consist of a metric, or a quantity that can be measured, and an objective, which, for instance, would be to increase, decrease, or maintain the value of the associated metric. For example, in organizations with a small customer base, a relevant KPI might include as metric the number of new acquisitions per salesman per month, with the goal of increasing this number by 50%. As another example, in organizations with a sizable but still relatively young or new customer base, a good KPI might have the metric customer satisfaction ratio, with the goal of maintaining this ratio at or above 80%. Many more examples may be given, but the idea behind the use of these indicators remains the same.

It can hence be seen that the use of CRM KPIs is by no means simple. For starters, managers would have to be able to identify the appropriate KPIs, metrics, and objectives for each aspect of the customer relationship management strategy. However, it should also be noted that putting effort into implementing a good KPI system will be well worth it. The KPI paradigm has the potential of describing CRM accurately and usefully, and can greatly aid in maintaining and improving an organization’s performance in terms of its dealings with its various customers. Such potential should not be wasted and should be considered by any CRM manager as worth pursuing.

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Customer relationship management can be improved by being open minded and practical for the customers’ benefit. Here are 10 tips to measure and improve CRM performance scores in your business.

Customer relationship management, otherwise known as CRM, is the central part of customer relations in a business because it forms everything the business has to please the client. To do so, here are 10 tips to measure and improve CRM performance.

First, get to know the customer. Like what Sun Tzu said, “Know thine enemy”; except that, your customers are not your enemies. In fact, they are your best friends. Getting to know your customer is practically like getting to know what they want and how they want it. This way, you can give your product or service in such a way as to induce them to come back.

Second, get client feedback. It is said in the world of business that the best advertisement for a business establishment is the good reputation it has. You will not need flashy neon signs to advertise your business if your clients have good memories of you. They will tell their friends, who will, in turn, tell their own. In no time at all, your business will be well known all over the city.

Third, start treating your clientele as VIP’s. This way, you always put your best foot forward. You always give your best as if you were being visited by the Health Inspector. Customers avail of your business to experience something good.

Fourth, conduct periodical surveys. Through this data-gathering method, you can find out what the customers want. You can study these and eventually come up with a new product or service that addresses these wants. Not only will you be satisfying them, you will have an innovative advantage over the competition as well.

Fifth, listen to your customers. Of course, you can always get feedback and make surveys, but listening to your customers is another thing. This requires you to consider what they have to say, even if what they have to say does not sound good. This makes room for self-improvement.

Sixth, be friends with your customers. This will allow you to relate to them in a more informal manner, and they to you. This gets rid of all the formal inconveniences and tension that tend to get in the way of effective communication.

Seventh, personalize your methods. Leaving a sheet of paper on your customers’ table is yesterday’s method. Leaving a questionnaire as a placemat is an even worse idea. As a gesture of warmth, go table-hopping. Ask each customer what they think about a product or service and ask them how you can assist to make their visit more enjoyable. Treating your customers this way will let them feel you care about them. Not only will you get a direct feed to your business performance in terms of customer relations, you also improve your reputation as an accommodating host.

Eighth, upgrade. You do not have to wait for customer feedback before you upgrade your products and services. Having the initiative to improve further on an already good product or service will let you know almost immediately how the consumers respond to the change. This will give you basis for further developments.

Ninth, throw promotions. These will definitely attract more customers. Also, this will allow you to interact with them directly and get an idea of what they think. Of course, you do not have to go and give out free stuff – just give them something to enjoy for less the price.

Tenth, let your customers know that they are valuable to you. You can do this through a lot of ways, from simply saying “thank you” to giving them freebies on their third visit. Taking note of these 10 tips to measure and improve CRM performance will help you raise your customer relations scores in no time, and with better results.

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