Commence (www.commence.com) recently became a member of the Fluid Power Distributor Association. Larry Caretsky, President of Commence Corporation, will be speaking on the subject of using CRM Technology to Optimize Sales Execution at the FPDA annual convention in New Mexico on May 2, 2007.

FPDA is the Association serving motion solution providers who offer Fluid Power, companion technologies and distribution services to enhance customer performance and profitability. The association is committed to helping members improve profitability and increase value to customers by providing member education, industry data, and networking opportunities. Caretsky supports the following goals of the FPDA:

• To provide industry information, trends and developments that impact members’ businesses

• To enhance our members’ profitability and value in the motion technology distribution channel

• To help members attract, develop and retain talented individuals to perpetuate growth and prosperity

• To foster communication and understanding among channel partners

• To promote FPDA Distributor Members as the fluid power and motion technology channel of choice

• To maintain a significant membership presence of providers of fluid power and motion technology solutions

Like the FPDA, Commence is committed to the following core values:

• Understanding Future Trends in Distribution

• Accelerating Business Development

• Pursuing Long Term Viability

• Understanding Channel Relationships

Far too many companies make the mistake of using CRM to focus on Customer Acquisition Management which entails moving potential and existing customers through the marketing and sales process which of course an essential part of CRM and a beginning step but there’s plenty of more that you can get from your CRM software.

Recent studies show that fewer than 60% of consumers are happy with the customer service they’ve received and that’s dropped a whopping 20% in just a couple of years. That means during a time when consumers are demanding more companies are providing less. It also means that with the use of Microsoft Dynamics CRM Software you could become one of the good statistics and very quickly I might add.

The key to good customer service is to combine the power of software, technology, and human skills to provide a holistic approach with all the best elements of customer service.

This concept is all about collaboration by bringing a variety of elements together into a cohesive program that will ultimately improve the bottom line. As we’ve all heard at some point in our life “the sum is greater than its parts” and the combining of all these CRM separate pieces into one superb program certainly proves just that.

Used CRM to collaborate means that your customer requests are handled not only by the help desk, they are also helped by the service department, parts department, sales department, and accounting department. But wait there’s more – marketing gets an opportunity to after sell to the customer introducing them to other similar products they might enjoy or expansions or the existing product. This really is the full meal deal or so often fondly referred to as the holistic approach. Let’s break it down a little better for understanding.

1. Customer Centric Strategies – these are models that are modeled around the customer. It’s the center of the wheel with the spokes going out from there.

2. Shared Knowledge Base – A searchable structured database which can be used to create new plans, organize existing data, and build a rational database about all kinds of things relating to your customer, their purchases, what they are looking to build, and the list goes on.

3. Self Service – When taken to its full capacity CRM software can be used to add a degree of self service to your customer service. They can create new service tickets, check on balances, check on repair dates or back orders, and a host of other services.

4. Roll Based Experience – A great way to create easy to use dashboards for reports to manager’s at all different levels so whether you need to produce a report for hiring or a report for next season’s lines the information is at your fingertips.

5. Business Intelligence is definitely where the executives are interested in pulling data for this is where the big decisions are made about expenditures, next seasons orders, how to tighten up spending, and a host of other information and CRM reporting will provide just what’s needed.

Any business serious about being successful in the market knows that customer service has become more important than ever and that CRM just makes great sense. Microsoft Dynamics CRM Software is one of those packages that are worth considering because it’s flexible and affordable.

Far too many companies make the mistake of using CRM to focus on Customer Acquisition Management which entails moving potential and existing customers through the marketing and sales process which of course an essential part of CRM and a beginning step but there’s plenty of more that you can get from your CRM software.

Recent studies show that fewer than 60% of consumers are happy with the customer service they’ve received and that’s dropped a whopping 20% in just a couple of years. That means during a time when consumers are demanding more companies are providing less. It also means that with the use of Microsoft Dynamics CRM Software you could become one of the good statistics and very quickly I might add.

The key to good customer service is to combine the power of software, technology, and human skills to provide a holistic approach with all the best elements of customer service.

This concept is all about collaboration by bringing a variety of elements together into a cohesive program that will ultimately improve the bottom line. As we’ve all heard at some point in our life “the sum is greater than its parts” and the combining of all these CRM separate pieces into one superb program certainly proves just that.

Used CRM to collaborate means that your customer requests are handled not only by the help desk, they are also helped by the service department, parts department, sales department, and accounting department. But wait there’s more – marketing gets an opportunity to after sell to the customer introducing them to other similar products they might enjoy or expansions or the existing product. This really is the full meal deal or so often fondly referred to as the holistic approach. Let’s break it down a little better for understanding.

1. Customer Centric Strategies – these are models that are modeled around the customer. It’s the center of the wheel with the spokes going out from there.

2. Shared Knowledge Base – A searchable structured database which can be used to create new plans, organize existing data, and build a rational database about all kinds of things relating to your customer, their purchases, what they are looking to build, and the list goes on.

3. Self Service – When taken to its full capacity CRM software can be used to add a degree of self service to your customer service. They can create new service tickets, check on balances, check on repair dates or back orders, and a host of other services.

4. Roll Based Experience – A great way to create easy to use dashboards for reports to manager’s at all different levels so whether you need to produce a report for hiring or a report for next season’s lines the information is at your fingertips.

5. Business Intelligence is definitely where the executives are interested in pulling data for this is where the big decisions are made about expenditures, next seasons orders, how to tighten up spending, and a host of other information and CRM reporting will provide just what’s needed.

Any business serious about being successful in the market knows that customer service has become more important than ever and that CRM just makes great sense. Microsoft Dynamics CRM Software is one of those packages that are worth considering because it’s flexible and affordable.

Commence (www.commence.com) recently became a member of the Fluid Power Distributor Association. Larry Caretsky, President of Commence Corporation, will be speaking on the subject of using CRM Technology to Optimize Sales Execution at the FPDA annual convention in New Mexico on May 2, 2007.

FPDA is the Association serving motion solution providers who offer Fluid Power, companion technologies and distribution services to enhance customer performance and profitability. The association is committed to helping members improve profitability and increase value to customers by providing member education, industry data, and networking opportunities. Caretsky supports the following goals of the FPDA:

• To provide industry information, trends and developments that impact members’ businesses

• To enhance our members’ profitability and value in the motion technology distribution channel

• To help members attract, develop and retain talented individuals to perpetuate growth and prosperity

• To foster communication and understanding among channel partners

• To promote FPDA Distributor Members as the fluid power and motion technology channel of choice

• To maintain a significant membership presence of providers of fluid power and motion technology solutions

Like the FPDA, Commence is committed to the following core values:

• Understanding Future Trends in Distribution

• Accelerating Business Development

• Pursuing Long Term Viability

• Understanding Channel Relationships

Publishing Guidelines: You may publish my article in your newsletter, on your website or in your print publication provided you include the resource box at the end. Notification would be appreciated but is not required.

By S. Maurer

CRM applications can enable effective Customer Relationship Management, provided that an enterprise has the right leadership, strategy, and culture.

CRM analytics software has been improving, thus increasing the ability to extract and analyze dates as regards Customer value and transaction profitability.

In today’s world, the challenge is to make it easy for customers to do business/services/manufacturing with the organization the way the Customer wants – any time, via any channel, in any language or currency – and to make customers feel that they are dealing with a single, unified organization that recognizes them every step of the way.

Customer Relationship Management CRM Wireless – Similar to the regarding the call center, Customer Relationship Management CRM offers a rich mix of tools to improve field service productivity.

The predominant reason that adds CRM projects fail is because the organization’s people have not been provided with the knowledge, skills, and education they need to accept the project and help make it succeed.

Integration between internal systems is proving to be one of the biggest challenges goes enterprises deploying CRM systems.

Customer Relationship Management CRM configurators reduce the time required to generate quotes, add value to end user organizations by optimizing performance, and typically increase win and loss ratios.

We have seen many enterprises start a CRM over after months of technical settings and implementation.

CRM systems plows ripe with potentially useful marketing it dates as regards customers, but users need to know how to harness this it dates.

Complete data about a customer is gathered and stored in a software system called CRM. It helps in organizing and analyzing this data for marketing and advertising purpose. In fact, this data can be retrieved later to facilitate transactions or interactions with a customer.

Business CRM is also used for generating reports, project management, sales and marketing and much more. The scope of this software is very wide and it can improve your business operations. The role of Microsoft CRM software cannot be dismissed; it plays a very important part in carrying out business activities. Here are some of the important advantages of using this software.

Importance Of Business CRM

Large Database: If you have a large customer database it can become difficult to manage information. However, with CRM software it can be easy to manage customer information. This system can handle huge database and will not affect the productivity of your staff. The system is fast and you can expect information at the click of a mouse.

Customized Services: You can expect customized services to suit your business needs. A software expert will evaluate your business requirements, understand your needs and then develop a solution that is ideal for your business. This type of tailored services will improve efficiency and effectiveness.

Features Of The Software: Business CRM software has various features like third party software integration with fax solutions, accounting sales, sales compensation packages, inventory management and much more. Other features include data security checks, workflow process, and so on.

Customer Satisfaction: This type of system will ensure customer satisfaction and assist you in retaining the existing customers. For instance, if a customer speaks to your frontline staff and gets an immediate answer or resolution for the question raised it will leave the customer happy and satisfied. CRM software assists in handling queries, complaints and feedback. In fact, this system can also be used for conducting a survey.

Business CRM is committed to quality customer care. It helps in streamlining processes and improves the performance and operations of your business activity. Experienced professionals develop this system. They possess many years of industry knowledge and expertise. Implementation of this software solution helps in increasing revenue, better marketing efforts, customer acquisition programs, customer retention, database development, market segmentation, market targeting, increased loyalty, customer analysis and much more. It also helps in cost reduction since customer data is maintained online effortlessly. There is no paper work involved.

This system has evolved over the years and is an exceptional support system aimed at achieving customer satisfaction. Not only is it good for external customers, it is also good for internal customers. It improves the productivity of your staff too.

Structured Processes

One of the biggest hindrances to being a good sales manager is the lack of a structured sales process. Using obsolete tactics and sales strategies can result in using outdated industry practices. In contrast, using customer relationship management softwareenables companies to implement a definite workflow and process management in sales, which automatically results in better business automationand achievement of company objectives.

End To End Management

It is understandable that it is not possible for sales managers to single-handedly manage the entire spectrum of sales activities. This is where a robust relationship managementsoftware helps. Such crm systemsare geared to manage all sales activities right from the front end point of contact, taking orders, processing them, storing critical customer information into the sales databaseas well as closure and post sales service elements.

Easy Recording

Probably, one of the biggest advantages of using contact management crm systemsis that they record and store all activities both from sales staff as well as customer ends. Thus, whether the sales personnel made a call to the customer, what transpired between them or whether the customer called the company regarding an issue, everything gets recorded into the crm managementsolution. That means, there is no chance for lapses on the part of sales staff. With inbuilt features such as reminders and alerts incorporated into the business crmsolution, it becomes easy for sales staff to take appropriate action and follow-ups as deemed necessary.

Business Intelligence

Crm contact management systemsare not random solutions. They contain vital customer information and data within the crm database, which helps sales personnel hey key metrics pertaining to aspects like target customer demographics, preferences, sales volumes, popular products and times of the year customers are most likely to purchase and other vital marketing information. Using such customer database softwareinformation, marketing professionals can make smarter more informed decisions to tweak their future marketing campaigns so they can get more sales.

Qualified Targeted Leads

Unlike conventional sales and marketing approaches, which believe in offline communication and convincing, modern crm contact management systems are smarter in their approach. They automatically filter out visitors to your site based on demographics and preferences. Hence, you can use the information within the customer databaseto figure out, which could be your potentially interested customers. It definitely saves time, effort and energy in physically meeting the customer and convincing them about business products. Instead, knowing beforehand that your customers have an inclination to specific services or products and then marketing these makes more sense.

Publishing Guidelines: You may publish my article in your newsletter, on your website or in your print publication provided you include the resource box at the end. Notification would be appreciated but is not required.

By S. Maurer

The non-profit Business Technology Open University – http://business-technology.us – offer a completely free MBA of Customer Relationship Management CRM. Its operations are supported by ads – content oriented – of companies, inside the texts of the lessons. However, Business Technology is totally independent and without any connection with any manufacturer or consultant.

This course MBA of Customer Relationship Management CRM teaches the foundations of the administration of companies on the relationship with its external world, with the use of the modern information technology CRM, and its goal is to give you a general vision on what is now the CRM level.

More and more in the next 5 years the companies will need a CRM Customer Relationship Management, that uses the new technologies (computers, Internet, communications, etc) in all types of relationships with the external world of the company.

The Course presents a general vision of each one of the angles of a CRM, the computer system that actuate in reciprocity directly with the customers through voice by phone (and recognition of the voice, if necessary) without human actions, for marketing, sales, several types of supports, accounts, etc. To be abbreviate, in any relationship with a customer or a potential customer, or suppliers, etc.

In recent research with IT Managers, 46% answered that the CRM is the number one in its lists of priorities for the period 2006/2007.

The CRMs principle is very clear, if a company takes care of its traditional assets with the use of a computer system as always happened, why not to use the computer system – less and less expensive and simultaneously more powerful – to take care of the great assets that are its customers, vendors, potential customers, etc., that is to say to take care of its external world?

In fact, it’s a paradox that a company give absolute priority to its standard assets, managed by the computer system, and has never used the same computer system to take care of its other great assets that is its external world.

This open MBA of Customer Relationship Management CRM are only in English and by correspondence, with 2 to 5 lessons a week and they durations varies up to 5.5 months. In the total the Business Technology fre courses have 2,600 lessons and additionally more 11,000 complemental lessons, everything sent in e-mail attachments.

The pre-requirements for the registrations are one of the following:

College/University graduated or in course to graduate, or

Good job experience in the choiced MBA matter

and those registrations can be made individually or in groups of employees’ of companies or Governments officers.

In the moment Business Technology already has 193,000 students from the entire World, and the projection for the end of this year is of more 400,000 students.

Marketing departments fully understand how important a good CRM system is and that is must include pertinent customer information such as email, phone, and web info. Sales departments also fully understand the importance of quality CRM software to build a strong customer database.

However the message of how important a CRM system that unifies all departments seems to get lost. You would assume that CRM experts or IT personal would be quick to point this out however many don’t assuming that the business owner knows this.

You might be surprised at just how many poor CRM software choices are made because business owners either don’t understand what it is that is needed for a successful CRM system or are trying to keep costs down.

Surprisingly it is common for the companies that can most afford it to spend a great deal of money on their CRM software systems. For example recently I had some dealings with a nation wide cellular company that had been promoting several packages and bonuses to encourage. My first bill arrives about 45 days after I had signed up and to my surprise I had not received the promised free minutes and activation.

When I called no one at the company was familiar with the discount package that I had been offered in an effort to steal clients from another cell provider. Because of their very poor CRM system not only did not all staff know what packages had been offered they also didn’t know which customers had taken those offers.

This is a company that makes over a billion dollars in sales every year and they are running a pathetic example of a CRM yet they could afford the very best which would be beneficial to customer and staff. This scenario isn’t that unusual.

Customer Relationship Management Software is a powerful tool that offers all kinds of tools. Costs can range from just a couple of dollars to thousands of dollars. And although you might be a bit shy about the initial costs the long term benefits and increased profits are certainly something to talk about.

If there’s a lesson to be learned here, it’s that the larger companies have a lot to learn and that the smaller companies are much quicker to react to market demands and invest in products that will improve customer service, keep adequate potential customer and existing customer records, and to provide information to help their business grow and prosper, and increase profits.

Your CRM software should provide all departments with the information they need. Sales departments will want history of sales and inquiries as well as solutions. Marketing departments will be interested in the type of products that are selling and how much of each product. Accounting departments will be interested in profits and in accounts receivables. And management will be interested in seeing everything about their company.

Although there is a bit of a struggle to create a powerful CRM system that’s affordable and provides the needed business tools and information. The right CRM software is the most powerful tool your business can have in this modern day era.

Consumers are more demanding than ever, and a good customer experience is vital to ensure that you stay ahead of your competition. If a customer has a bad experience, and tells the world and his wife about it, then this could potentially have a damaging effect on your business and its reputation. With the rise in popularity of platforms such as internet forums, consumers now have the tools to do this. It is essential, therefore, that you ensure that your business uses effectively to offer a great customer experience for all.

This emergence of web 2.0 means that businesses have a vital tool at their disposal to pro-actively manage customer relations and ensure that potential problems are dealt with before they have chance to escalate. Companies can draw insights from information posted in blogs and forums and adapt their customer approach accordingly to ensure that such issues are dealt with more effectively in the future.

Traditionally, many businesses have looked at customer service, purely in terms of cost reduction. By taking measures such as outsourcing, call automation and self-service, organisations have drastically reduced the amount they are spending, but in many cases this has been at the expense of the customer experience. This very basic approach makes little consideration for the needs of the customer, and as a result, makes very little opportunity for revenue growth.

Businesses are now realising the need to take their commitment to customer service seriously and attitudes are shifting to enhance the customer experience. Some organisations have dedicated teams who are charged with securing and maintaining customers. Businesses are now listening to their customers and by using their insights into the products and services they offer, are continually improving the service that they offer.

One area where this is apparent is call centres, with organisations now looking to implement virtual call centres, which enable distributed talent to respond quickly and effectively to customer enquiries. By providing staff with , businesses can respond to all calls in a personalised manner, delivering an enhanced service by routing the call to the most relevant department to ensure that the customer is dealt with in an efficient and satisfactory manner.

To summarise, having a genuine and effective customer-centric approach has always been one of the keys to success in business. The recent economic slowdown has served to highlight this growing importance for the long-term success of your business. is the best way to achieve this.