CRM PROCESS

Understanding Customer Relationship Management

What is Customer Relationship Management?

Did you know that according to a report by Microsoft about 90% of Americans use customer service as a decision-making tool to do business with a company? And according to another report by Microsoft about 58% of Americans tend to switch companies due to a lack of customer service. In the past few decades, customer service has not only become the backbone of many businesses but has also gained a reputation as a profit generation tool. 

Simply put Customer management for customer relationship management is all about handling help desk services and operations that a company offers to their customers. Having the best sales strategies and marketing strategies are not the only things that keep a business running. Customer service is also considered an integral part of business operations. Customer service is the most important tool that maintains a healthy bridge between businesses and consumers. One of the best ways businesses maintain customer relationships is through efficient customer relationship management technology like Kapture CRM.

What is a customer relationship management system? 

Customer relationship management tools or help desk management tools are nothing but tools that help businesses efficiently manage customer service operations like help desk ticket registration, etc. It is important for businesses to choose the right kind of customer relationship management systems as it not only helps them maintain a healthy bridge between the customers and themselves but also helps them increase their profitability at the same time. While choosing a help desk management system businesses have to make sure of many things. Below is a list of must-have help desk system features which help businesses choose the right CRM system for their business. Must have help desk features -

24/7 availability

Providing round-the-clock customer care support to customers is one of the best ways through which businesses can show that they truly value their customers' needs. Having customer service that is limited to office hours can act as a barrier when it comes to registering help desk tickets. Whenever there is a problem with a product or service being provided by the business, customers have to wait till office hours to register the ticket and in this process, a lot of them might end up not registering the ticket at all. But with 24 into 7 availability businesses can provide immediate and quick solutions to their customer's product or service issues. 

Knowledge Management System

Having a knowledge management system that keeps track of customer data and product or service-related data is extremely important and at the same time very useful. With an efficient knowledge management system businesses can easily collect customer-related information and also organize it in an efficient manner. Knowledge management systems are of great help to customer service agents. Main customer service agents have access to a centralized knowledge management system that contains information about your customer base and helps agents to gain more knowledge about the customer's situation or about the product itself. This helps them to better understand the tickets raised or the customer service issues expressed which will ultimately lead them to solve the issue immediately and successfully.

Omnichannel 

As a result of rapid digitization, customers have started to make use of various platforms to conduct businesses, do shopping, socialize, etc. This has provided many businesses an opportunity to increase their customer base and reach out to customers on various platforms. Having Omnichannel facility businesses connect and reach out to their customers through various touchpoints. Omnichannel helps businesses enforce their virtual presence and increase their customer base at the same time without any hassle. Reaching out to customers through a customer-preferred channel is also an excellent way to show that the business really cares about the customers’ product or service issues. Kapture's Omnichannel facilities help businesses integrate help desk operations across various platforms into a single screen.

AI chatbots 

Artificial intelligence chatbots are excellent service desk tools that help businesses in various ways. These artificial intelligence chatbots are driven by machine learning capabilities and natural language processing abilities that help them provide the most contextual responses to customers' help desk tickets. They are capable of registering and solving a huge number of customer care tickets within a matter of hours. This helps businesses easily solve help desk tickets in less time. Since these chatbots don't require infrastructural facilities for salaries they also act as cost-saving customer service tools. These bots also help businesses collect customer data which can then be used to gain valuable insights into customer trends and customer preferences. The collected data can also be used to build better marketing and sales strategies that will lead to better and profitable results.

Self-service

Not every customer loves the idea of calling up a customer care agent and registering a help desk ticket. A lot of customers these days prefer solving their queries or issues related to the products or services all by themselves. A lot of customers hesitate while registering a help desk ticket over a call or a text message and this is where self-service portals come into the picture. Self-service portal integration can be very beneficial to customer care operation teams. By setting up a self-service portal businesses help customers help themselves. These self-serve portals help customers become more independent and informed. They can also be used as new product/service promotion tools to inform customers. 

Automated ticket assignment 

In traditional customer service management, there is always a lack of efficient ticket assignment or agent assignment. This can cause a lot of issues and confusion among customer service agents and can also lead to higher levels of unproductivity and inefficiency among them. Having a CRM system like Kapture that helps businesses easily assign help desk tickets to their customer service agents through automation can be extremely helpful. Kapture's automated ticketing feature combined with a round-robin facility helps businesses resolve tickets in a timely manner. It also makes sure no tickets go unattended leading to better customer satisfaction levels. 

Principles of good customer service to keep in mind 

Maintaining a polite attitude 

A good way to start a customer interaction and also end one is by maintaining a polite attitude. No matter what the customer sounds like it is always expected of the agent to keep his/her calm. Failing to do so will not only lead to unhappy customers but might also significantly impact a company’s CSAT scores. In addition to this, it might also lead to increased help desk tickets being raised due to unsuccessful remediation of the previous ticket. Maintaining a polite attitude goes a long way in solving help desk tickets. 

Speed

Everyone wants to save time. Customers get agitated and even display a lack of patience when customer care assistance is being delayed. Delaying customer service can also lead to other problems like negative brand image, lower customer retention, decreased customer onboarding, etc. Doing everything in the agent's capacity to speed up the ticket remediation process not only aids in immediate remediation but also improves the customers’ satisfaction levels. 

Doing research on your customers 

It always benefits customer service agents to have information on their customers. Having knowledge of customer data like previous tickets raised, products purchased, etc. helps agents get a better hang on the customer's current product issue and also helps them understand what exactly the customer is expecting out of that customer interaction. This not only helps them solve customer issues but also helps them do it quickly. 

Customer service response time 

Customers not only appreciate but also expect quick responses to their help desk tickets. This can easily be achieved through efficient customer relationship management systems like Kapture. Kapture's automated customer relationship management tool helps help desk agents work effectively which leads to quick responses. Immediate remediation and quick responses increase customer satisfaction levels. In addition to this lower response times also increases positive brand image. 

Personalization 

One of the best ways to get through a customer's heart is by adding a hint of personalization. From last names to purchase history various little pieces of information can help customers feel valued and special. Customizing customer interactions is one of the best ways businesses can make their customers feel like they are receiving special treatment. Adding hints of personalized touches here and there normally makes the interaction fruitful but also increases brand positivity. 

Connecting with customers on various platforms 

Thanks to rapid digitization customers are now making use of various platforms to conduct business. This can be seen as a great opportunity for businesses to reach out to various prospects and work towards building bigger customer bases. But for this businesses need to have an omnichannel approach. Having an Omnichannel strategy helps businesses build a bridge between themselves and customers across multiple platforms or channels.

How having an efficient CRM like Kapture helps 

Increased efficiency 

By facilitating features like that of round-Robin ticketing management and hassle-free lead categorization that help customer care agents handle and resolve help desk tickets easily Kapture helps businesses increase the efficiency of their customer care support teams in no time. The system also enables a better contextual solution to all the customers' tickets leading to not only higher efficiency levels but also higher customer satisfaction rates.

Increases productivity 

With the help of Kapture's customer relationship management systems businesses are able to easily automate all customer care support operations leading to higher levels of productivity. From increased registration of help desk tickets to lower first call resolution time Kapture's customer management tools help businesses conduct help desk services in a smooth manner that ultimately lead to better productivity levels. 

Helps in making better decisions 

When businesses don't take advantage of efficient technologies making better decisions that result in profitable results can be challenging. Kapture's efficient data collection and data management allow customers care agents to get a better understanding of a help desk ticket. This not only helps them gain knowledge but also helps them make better decisions when it comes to resolving customer complaints. 

Helps you increase customer onboarding and customer retention

For businesses to stay on top of their games it is important to retain customers and at the same time onboard new customers. With the help of Kapture's efficient ticket management tools, customer retention and customer onboarding not only becomes easy but also significantly brings down customer service operation costs. 

Helps you increase customer satisfaction

Quick help desk assistance and immediate remediation are the two most important things that customers value the most. Kapture's CRM not only helps you step up your first call resolution game but also helps your customer care support agents provide the most contextual responses resulting in efficient solutions for your customers’ problems. 

Helps you build a bigger customer base

One of the best ways businesses can show that they value customers is by enforcing their presence where the customers are and this means having to connect with customers across various touchpoints. Kapture's omnichannel facilities make this not only possible but also a hassle-free process. Having an omnichannel strategy helps businesses get in touch with more customers which ultimately leads to a bigger customer base. 

Better first-call resolution

By automating various customer care operations and by providing easily accessible knowledge management systems Kapture enables customer service agents to function to the best of their capabilities. This not only leads to higher efficiency levels among customer care agents but also improves first call resolution times which in turn results in better CSAT scores.

Better customer service

Customers no longer have to wait for agents to help them resolve their product-related problems. In addition to this customer service becomes more accessible to customers as a result of an omnichannel strategy. With tools like self-service and omnichannel, Kapture's CRM helps businesses provide the best customer experience possible. 

Handling customer care support operations can be very challenging especially if there is a lack of efficient technology. But with the right customer relationship management tools handling customer tickets and other help desk support operations can become smooth and easy. To know more about efficient customer relationship management tools like Kapture CRM click here for a demo.

Essential security features of an efficient CRM tool

 

WHAT IS CRM?

CRM means a combination of business strategies, software and processes that help build long-lasting relationships between companies and customers.

And refers to all strategies, techniques, tools, and technologies used by enterprises for developing, retaining and acquiring customers.

This software ensures that every step of the interaction with consumers goes smoothly and efficiently in order to increase the overall profits. The software gathers customer data from multiple channels. Hence, CRM stores detailed information on overall purchase history, personal info, and even purchasing behavior patterns.

Who can benefit from CRM

CRM software allows businesses to focus on their company’s relationships with customers, colleagues, suppliers, etc. With a professional CRM in place, it becomes much easier to find new customers, win their trust, provide qualified support, and provide additional services throughout the relationship.

The best part about a CRM system is that almost any organization unit can benefit from it- from sales and marketing and business development. Good CRM software gives a better way to manage external relationships.

Storing all customer information in one place, recording service issues, identifying sales opportunities, managing marketing campaigns - these are just a few of the capabilities that CRM features.

Since CRM provides easy access to data, it also becomes much easier for the users to collaborate within different departments and increase productivity. Another strong argument in favor of CRM is that it is suitable for business of any size.

 

 

 

HOW DOES CRM WORK?

CRM solution includes functionality that allows users to track customer and company interaction through various available channels. These channels include contact forms, emails, phone calls and more.

CRM software provides sales and marketing teams with a set of tools to manage the entire sale and marketing funnel, from leading qualification to opportunity management, forecasting and deal closure. It enables customer service terms to manage customer requests and automate service operations by following predefined processes for customer care excellence.

CRM systems are packed with tracking features that record numerous customer interactions online. In addition, CRM automates routine processes and provides managers with tools that allow for the tracking and measuring of the company's performance and productivity for example, CRM software can remind you of tasks that you need to complete the given time you can make it perform pre-scheduled activities like sending emails and initiating phone calls. Everything done with the CRM is recorded, giving you enough time to make better actions plans to close any potential sale. Some CRMs also offer analytics capabilities, allowing users to track the efficiency of various marketing efforts to generate leads and conversions. Take a look at the key benefits of Creatio CRM products to get a better understanding of how CRMs work.

CRM security management

CRM security management is critical to creating and maintaining an effective CRM system. Any CRM system worth the name will offer you powerful tools to control access and privileges within your records, and Microsoft Dynamics 365 for Sales is no exception.

In this article, I will introduce the core concepts behind the Microsoft Dynamics CRM security management model.

This is by no means an exhaustive guide. Were I to write an exhaustive guide to security in one post, it would be exhausting for all of us!

Instead, this article focuses on the basics, and offers a jumping-off point from which you can take deeper dives into specific aspects of Dynamics 365 CRM security management.

To that end, I’ve divided this article into three parts: 1.) defining your organization in CRM, 2.) understanding access rights and privileges, and 3.) the three most common layers of Dynamics CRM security.

Part 1: Organization

Microsoft Dynamics 365 CRM divides your organization into business units, teams, and individual users, much like most businesses do for their day-to-day operations.

When you create an organization in CRM, Dynamics automatically sets up a root business unit: this is your organization as a whole, and it cannot be deleted or disabled (though you can rename it).

Once you have your root business unit, you can create other business units, teams, and user roles to mirror your organizational divisions and hierarchies.

These organizational elements are the building blocks of your CRM security settings.

Business Units

Beneath your root business unit, you can create additional business units to represent the important divisions and departments within your business.

For example, you can create business units for your sales, marketing, customer service, and accounting departments. If your company is organized by region or specific location, you can break those business units down further.

When you create a new business unit, you must specify the parent unit. Your highest level will be your root business unit, but you can create multiple child business units beneath it, and then multiple child business units beneath those, and so on. Essentially, you can re-create your org chart in Dynamics 365 for Sales.

Your teams and users will be associated with one business unit each, so build your business units with that in mind!

You can also set some of your security parameters by business unit if you so choose.

Teams

Owner teams and access teams allow you to share and collaborate on records across business units. Unlike business units, a user can be assigned to as many teams as you wish. A user and their teams do not all need to be assigned to the same business unit.

You will need to set permissions and access levels (see Part 2) for each of your teams. Keep in mind that users gain all the rights granted to them by all the teams they are assigned to.

When you create a business unit, Dynamics will automatically create a default team for that unit. But just like with business units, you can add additional teams to your organization.

For example, you can create sales or service teams within larger business units, or teams dedicated to specific tasks or events.

Users

Users represent the members of your organization in CRM. Each user must be assigned to a single business unit, but can also be assigned to one or more teams.

Each user must be assigned a role, which is important for role-based security (more on that in Part 3).

Part 2: Access

Once you have built your organization in Dynamics 365, you can use that structure to add rights and restrictions at the unit, team, and user levels.

Microsoft Dynamics 365 for Sales uses privileges and permission levels to set those rights and restrictions.

Basically, a privilege represents something a user can (or cannot) do with a record. An access level represents which and how many records that user can exercise those privileges on.

Privileges

Dynamics 365 uses 8 basic record-level privileges:

1.) Create enables a user to make a new record.

2.) Read enables a user to open and view a record.

3.) Write enables a user to make changes to a record.

4.) Delete enables a user to permanently erase a record.

5.) Append enables a user to associate another record to the current record.

6.) Append enables a user to associate the current record to another record.

7.) Assign enables a user to give ownership of a record to another user.

8.) Share enables a user to grant access to a record to another user.

 

Access levels

Dynamics 365 uses 5 access levels:

• Global allows access to all of an organization’s records.

• Deep allows access to all records in their business unit and in subordinate units.

• Local allows access to all records in their business unit.

• Basic allows access to records they own or that are shared with them or their teams.

• None allows no access to records.

• Microsoft recommends a few basic best practices for Dynamics CRM access levels:

Part 3: Security

Microsoft Dynamics CRM security management can appear quite complicated at first. But it’s useful to break it down into three parts: role-based security, record-based security, and field-level security:

Role-based security controls access by entity type.

Record-based security controls access to individual records.

Field-level security controls access to specific fields.

 

Role-based security

Role-based security enables you to restrict or allow access to record types by entity.

When you use role-based security in Dynamics 365, you create roles with specific privileges and access levels, then assign those roles to your users and/or teams.

You can also use default security roles provided by Microsoft. Microsoft Dynamics 365 for Sales comes with 14 pre-built roles:

1.) CEO-Business Manager

2.) CSR Manager

3.) Customer Service Representative (CSR)

4.) Delegate

5.) Marketing Manager

6.) Marketing Professional

7.) Sales Manager

8.) Salesperson

9.) Schedule Manager

10.) Scheduler

11.) Support User

12.) System Administrator

13.) System Customizer

14.) Vice President of Marketing

15.) Vice President of Sales

You can customize existing roles or create new roles, but we strongly recommend you avoid changing the out-of-the-box security roles.

Instead, we recommend you copy an existing security role and modify it to fit your needs.

 

Record-based security

You can also set security for individual records by business unit, team, or role. This enables you to restrict or allow access to individual records in ways not covered by (or contrary to) your role-based rules.

For example, if your salespeople would normally only see lead records they own, but you want your sales team to be able to work on some leads together, your sales manager could use record-based security to give users access to those lead records.

Keep in mind, though, that record-level access rights apply after privileges. So if you share read access to a record with a user who does not have any read privileges for that record type, the user will still be unable to read the record.

 

Field-level security

Even more granular than record-based security, field-level security enables you to restrict or allow access to specific fields within your records.

This is extremely useful in ensuring data integrity for records used by multiple business units.

For example, if you have a credit approval field in your account records, you probably want to restrict write access to members of your accounting department. Field-level security allows you to do so.

 

Ways to Secure Your CRM and Avoid Security Risks

One security breach can cause irreparable damage to your brand image. Data breaches hurt your internal and external relationships, and, ultimately, your ability to generate revenue.

Hackers can even engage in competitive espionage by stealing financial information, and details about planned projects.

The bottom line? When hackers maliciously hack into your system, your company pays the price.

If you’re looking to be more proactive and less reactive, start with an inspection of your Customer Relationship Management System (CRM). This is where the majority of your private data lives.

How To Prevent A CRM Data Breach 

The burden of responsibility for securing the sensitive data in the CRM belongs solely to the companies who requested, or accepted, this personal data.

When the request for data is made, there is a reasonable expectation that data will be kept under lock and key. 

Here are a few tips to help prevent a data breach by securing your CRM.  

1. Secure Your Servers 

If you have physical servers at your office location, make sure your servers have secure points of entry, and your routers and local networks are secure as well. This can be accomplished many ways; here are a few best practices:

This can be accomplished many ways; here are a few best practices:

• Lock down the SSID of your router. Don’t use easy-to-guess names that a hacker could easily figure out.

• Disable your router’s SSID broadcast. Prevent unwanted visitors from finding you by turning off this broadcast.

• Create and continuously update your administrative login credentials, for any application where data is stored or accessed. Set a calendar to change the password regularly, use a strong password, and keep a log of who has credentials. 

• Eliminate or limit remote access to your server. It might be inconvenient, but doing so can help to strengthen your wall of security and prevent outsiders from accessing your server remotely. 

• Ensure your browsers are updated to support the latest security updates.

• Enable firewalls for all computers on your network. 

• Ensure your cloud storage provider follows strict data storage, encryption, and security measures like redundancy.

2. Ensure CRM Administrators Follow Best Security Practices

Managing internal administrators can be one of the biggest challenges to implementing CRM security. 

1. Staff members want to feel they can be trusted, but you have to manage access and access-levels to your CRM – even if that means limiting admin access. 

2. Ensure employees are using their own individual accounts to login, instead of share logins. Additionally, when an employee leaves the company, make sure their login is expired or restricted. 

3. A commonly overlooked CRM security risk is the ability to download information. While many employees need access to reporting to do their jobs, broad access can pose risks to the precious data that lives inside your CRM. Limit the number of individuals who can download data, and make sure everyone knows your company’s  policy on how to properly handle the information.

3. Stay Up-to-Date

One of the biggest security missteps? Not staying up-to-date on the latest versions of your CRM software! With each update, you’ll gain deeper protection from data breaches and risk of vulnerability of your system to hackers, viruses, or bad actors of any kind. 

CRM security risks are real and could threaten the very lifeline of your business, not to mention leave your business exposed to legal threats if negligence exists. In lesser scenarios, it can damage your brand, hurt your bottom line, and impact your internal culture – all things that can take years to rebuild.

Be proactive and empower your employees to support your CRM security goals to help you succeed in this area.

Benefits Of CRM Software For Different Industries

A CRM software has almost become essential for any business that wants to grow substantially. A CRM helps create engaging interactions with potential customers and turns them into customer. This conversion process from a generated lead to a full-fledged customer can be quite complex and taxing on the sales team. Hence many businesses implement a CRM system into their businesses to maximize productivity.

Most CRMs can be adapted to any sort of industry and are completely customizable to the specifications of the business owner. Here is how various industries benefit from CRMs.

• Hotel industry: CRMs can auto-assign enquiries from multiple sources to specified teams, instant mobile notifications about leads, send reminder mails through pre-set templates and generate invoices with one click. 

• Travel Industry: A travel business needs to consolidate leads from various platforms and assign them to teams so that they can work on converting leads into clients. Access information about client interactions so that you can server the clients better. 

• E-Commerce industry: Auto-assign tickets and track the real-time status of each ticket to promote accountability. Customer information at your finger-tips helps team provide solutions seamlessly. Manage promotional campaigns through emails and SMS to increase your reach.

• Healthcare Industry: Access patient information, scheduled appointments, cancelled appointments and diagnosis records easily to serve patients better. The CRM provides the necessary tools to make the healthcare industry more productive. 

• Education Industry: Provide accurate education support services, access student profiles, and swift solutions through live chat, help build student connections so that they have a smooth educational experience. Reduce admission cycles drastically through the CRM.

• Real Estate Industry: Consolidate leads, enquiries from various sources and auto-assign them to the sales team. Run engaging campaigns to expand your reach whether online ads, TV, print, radio etc. Manage inventories and send accurate invoices while managing important documents and agreements. 

• Airlines Industry: A customized front end design of booking systems increases direct conversions from various sources. Easy access to data obtained from different levels of booking for more effective marketing campaigns. Easily integrate with your current PSS systems.

• FMCG industry: Create multi-level product catalogues with SKUs and enrich your media library with product descriptions and payments. Allow field agents to access information in real time through the mobile app. keep your customers updated with timely alerts about offers and schemes. Add new orders while monitoring order status and collect payments with real time updates.

• Pharmaceutical industry: Get valuable insights about the demand for your drugs and medicines. Start engaging marketing campaigns and layout your target customer groups like physicians and medical institutions. Gain a competitive edge in your industry by structuring internal operations and build sustainable relationships with your customer base.

• Media Industry: Track performances through growth graphs and reports with custom parameters. Monitor employee performance and gain insights about employee activities. Manage budgets and get forecasts for your media advertising projections by analyzing current activities.

• Banking Industry: Get insights about individual customer profitability by evaluating their personal holdings. Manage, evaluate and track opportunities while acquiring potential leads. Access valuable metrics and information about client assets so that you can provide them the best solutions for their queries. 

• Retail Industry: Manage all your orders from various sources and access them from one single inbox within the CRM. Streamline your order taking process and save lots of time and resources. Track order payment progress and classify them into pre-paid, partially paid and to be paid during delivery, etc.

• Cruise Management: Consolidate all enquiries into a single dashboard for easy access while automating all collection tasks. Gain insights on booking sources and optimize performance to increase revenues. Manage reservations and make sure every customer has a hassle free experience. 

• Service Industry: Create customer profiles by gathering basic information under each profile so your service team can serve customers better. Track customer interactions with your team and analyze conversion rates while measuring customer satisfaction rates. Streamline the service process by giving it a strong base and guide your team to derive more profits. 

So we can conclude that a CRM is essential for any business who is motivated to provide a seamless service while actively increasing the productivity of the workforce. A CRM is a capable tool that every business should invest in, no matter the industry.

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