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Katie Williams
Katie Williams

Author Katie Williams

Katie Williams is CRM Consultant at webCRM. She specialises in management of key business processes, new business and client relationships. Katie works with businesses to help them win more business and increase sales to existing customers.

 

Focus over fancy features

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Most of my work is with our new customers, helping them to plan and implement their new CRM system. Whether they are migrating their data from an existing system, or entering the world of CRM for the first time, my advice is always the same: Keep focus on what YOU need to do – not what the system can do.
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Why customer journeys jumpstart your CRM project

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When I help clients identify their requirements for a CRM solution or define the business processes that will be included into a particular configuration, I like to turn things on their head a little. The classic method is to look at the business; its activities, data capture, employee roles and audit trails, but I prefer to view the organisation through the eyes of its clients.
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Top 3 concerns when evaluating a CRM system - and what you should really be focusing on

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Companies considering a (new) CRM solution are faced with a number of concerns. When I talk to the decision makers, they usually focus on price, speed and training. What they should really be focusing on is the success of their CRM implementation, which actually depends on processes, knowledge through data, scalability and flexibility.
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5 tips for improving your customer service

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The primary motivation for an organisation to invest in a CRM solution is for tracking leads and sales. This is the key business area around which CRM software was originally designed and built. Over the years it has expanded, recognising the need to draw in other aspects of the business process which have an impact on sales (ie all of them!).
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Customer relationship management

When is Customer Relationship Management (CRM) a success? When it develops your customer relationships and when you focus on actionable and critical data and features. Read about the 2 webCRM frameworks, which help you scope your CRM project right and focus on information you can act on.

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