CRM Insights - The CRM Blog

I was talking with a group of people at one of the NHS Foundation Trusts recently – mostly marketing and communications people – and realised that terms that I take for granted are not as universally understood as I had thought...

Last week our development team announced the release of the new Customer Satisfaction Module for Metis Legal CRM. This week, we are delighted to announce yet another new development for Metis Legal CRM - Data Validation screens at the Contact and Organisation level.

Announced in the last product roadmap for Metis Legal CRM, the Client Satisfaction Module was identified as a forthcoming development. Well, the wait is over and the Metis development team are happy to announce that it's ready to go! Initial details are listed below, but if you want to see the full effect of the Client Satisfaction Module, get in touch or come along to the next Metis Legal CRM User Group.

Experts agree that the single biggest challenge to the successful implementation of a CRM system for your company is user adoption. So, after 20 years of implementing and using a CRM system, what is the secret to getting users to actually use your CRM platform? Incredible as it may sound, there is one secret technique that ensures CRM adoption. Interested? Let me shine a light on why CRM adoption only happens when you use this Secret Sauce.

In previous blogs I have presented the perceived wisdom that CRM is Customer Relationship Management. In discussing implementing CRM systems I have tried to highlight the challenges associated with creating user “buy in”. So can CRM change the culture in your business, or should changes in culture determine your CRM requirements?

Businesses aren't buying in the same ways that they did ten years ago. The change, which started in the B2C space, has been gradual but prevalent. As our use of social media and the web has become more commonplace, this approach to buying has shifted into the B2B world as well. To help you understand what Social CRM is, we've been blogging about it. Here are highlights from 4 of them:

We all know that the computer industry is built on the common knowledge that whether it's hardware or software, you should take out a support/maintenance contract.

With the first calendar quarter safely behind us, what are the leading CRM platform vendors banking on in 2012? Does their view of what CRM users need match up with your experience? Is their vision compelling enough to make you change platform?

Analytical CRM provides the insight into what works and what doesn’t within your Operational CRM; it is the key which unlocks the information you need to continually adapt to customer demands and shifts in markets. Here are highlights from 5 of our blogs that cover Analytical CRM:

So you have done the right thing and: implemented a CRM system – CHECK; you've got that much aspired to “single version of the truth” – CHECK; your colleagues are working together – CHECK; you may even have optimised your processes and gained visibility and guidance on performance – CHECK - as per our 4 levels of CRM maturity. Great news; your CRM system is now a business critical system!