Save time and money on the cloud
Cloud computing has been a buzz phrase for some time now, and clued up companies are beginning to understand the benefits the cloud offers for their CRM. Often for the first time, businesses do not have to invest in expensive hardware to make a difference to their customer support and data management operations, and employees can work from as many locations as needed, instead of being tied to their PC. The cloud represents liberation for customer relationship management and creates space within company budgeting to focus on things other than new peripherals to deal with the new technology.
Keep in touch with outsourced workers via the cloud
Companies which prefer to outsource can still take advantage of cloud computing to improve customer relations, since their consultants can work on the system remotely and without having to find time or space at head office to complete data tasks and update the system. Time saved on emails and phone calls is priceless since everything is located on one system for every relevant employee or outsourced worker to access.
Instigate a professional development strategy
Training is needed to ensure not just the new technology but the new way of communicating with colleagues and supporting clients are handled according to one corporate policy. With many more home workers and lone workers to co-ordinate, there is always potential with cloud computing for CRM not to follow one streamlined modus operandi. Employees who have worked in an office bound environment for many years may find the transition to cloud computing when dealing with customers tricky, especially when a paper based system becomes largely on screen only.
CRM is everyone’s responsibility within the business
Gone are the days when only the back office dealt with customer complaints and enquiries; in modern businesses CRM is part of the role of every employee, no matter how hands on or ethereal their function within the business. Cloud computing assists everyone in the business understand how important data on customer activity is becoming, because it is far more accessible throughout the whole organization. On the one hand this can be unsettling for long-established employees, but on the other is it is an opportunity to make a ground breaking difference to the overall customer experience.
Use business consultancy in the initial stages
One of the biggest challenges facing a company when implementing a cloud based CRM system is sourcing the necessary technical assistance, especially where internal departments are not yet equipped to deal with the complexity of the software management required.
Initially consultancy is often the best way forward, which is then run down over a period of months as employees become more independent. Likewise managers themselves need to undergo continuous professional development to take full advantage of the opportunities afforded by a cloud CRM system. A lack of technical understanding should be no excuse for the business missing out on one of the most exciting technology developments of recent years.