What Is Customer Relationship Management?

The phrase "customer relationship management" (CRM) seems to be on the lips of every chief executive and management consultant these days. The term has come to embody much of what used to be called one-to-one  marketing, along with ideas about sales force automation and customization. Good customer relationship management means presenting a single image of the company across all the many channels a customer may use to interact with the firm, and keeping a single image of the customer that is shared across the enterprise. Good customer relationship management requires understanding who customers are and what they like and don't like. It means anticipating their needs and addressing them proactively. It means recognizing when they are unhappy and doing something about it before they get fed up and go to a competitor.                                 

• Go To Stonefield Query Report Writer for GoldMine

Customer relationship management is about using all the tools at your disposal along with "common sense" in order to  retain your present customers, acquire new customers and resurrect your inactive customers.

We do consulting and training on Customer Relationship Management for many companies. Click here for further information.

Data mining plays a leading role in every facet of customer relationship man­agement. Only through the application of data mining techniques can a large enterprise hope to turn the myriad records in its customer databases into some sort of coherent picture of its customers.

GoldMine--A Customer Relationship Management Solution for Small Business 

Attention GoldMine Users!  We offer "live online" training for GoldMine and can create custom GoldMine applications along with "auto processes" for you.  Click on this link for further details. GoldMine "Live Online" Training & Custom Designed Applications

Integrated Sales and Marketing

One of the keys to business success is to utilize technology that will allow your team to share important product, market and customer information.

GoldMine’s success is founded on its team-based approach to managing leads, prospects, and customers – giving everyone in your company access to information that will allow them to efficiently and accurately serve your business’ customers better.

With GoldMine®, sales teams will receive qualified leads – because your marketing can target the right prospects with the built-in leads analysis. Instead of spending time on repetitive and administrative tasks, sales people then can focus on those prospects that have already been qualified by GoldMine’s Automated Processes. With better lead management, sales people can more efficiently work their territories and drive more revenue.  GoldMine® delivers the best solution for companies needing to satisfy these sales automation needs, easily and affordably.

GoldMine® has the tools to automate daily sales and marketing processes from lead gathering, through the sales cycle, and into post sale follow-up.

GoldMine® blends day and time planning, integrated e-mail and Web data capture, true opportunity management, marketing automation and analysis tools to successfully manage every facet of your prospect and client relationships.  GoldMine® provides the tools businesses need to gather, store and analyze customer information.  Designed for the workgroup, GoldMine® collects and centralizes all information flowing through an organization.

With GoldMine®, teams spend less time on administrative tasks and more time realizing results.  GoldMine® bridges the gap between complex, expensive Sales Force Automation software and easy to use Contact Managers to give you high-end results at an affordable price.

Increase Your Lead Gathering

After marketing campaigns drive prospects to your Web site for more information, leads can then be collected by GoldMine® via the Web Data Capture feature to automatically create a profile of a potential customer.

Determine Best Prospects

Using GoldMine®, you can easily create reports on key characteristics of your best customers and build groups of hot prospects. From there, specifically targeted direct mail, e-mail or faxes can be sent. With Automated Processes™, prospecting activities can be automated to minimize repetitive tasks but ensure effective and consistent follow up.

GoldMine’s Automated Processes™ increase the sales team’s efficiency by taking care of repetitive follow-up activities, without sacrificing the “personal touch” necessary in maintaining strong business relationships. A sales representative can create a series of personalized letters, faxes and e-mails that are automatically sent to prospects or customers.

Marketing Automation streamlines the way you distribute your message and track the effectiveness of your marketing efforts.  Marketing teams are able to determine which campaigns work best and where funds are best spent while spending less time analyzing past campaigns and more time developing new strategies to increase sales.

Automated Processes™ distribute sales and marketing messages 24-hours a day, 365-days a year.

Leads Analysis enables the marketing team to quickly view the number of responses, potential sales and total costs associated with a marketing campaign.

Full CRM Integration enables a salesperson to review the service history of a specific client. The salesperson can also send a message to the support team to alert them to a problem or request assistance with an issue the customer might have.  Shared information between sales and service/support allows both teams to work to increase customer satisfaction and improves customer retention.

Know Your Customers

Determine the needs of your prospects and customers by collecting their necessary information with GoldMine’s advanced Contact Management tools. Customize the screen and fields to collect specific information about customers that is unique to your business or sales situation.

Sales Automation provides the tools a sales team needs to sell more efficiently.

The sales team spends less time on repetitive tasks, such as creating and reviewing lengthy reports, and focuses more on revenue-generating activities.

Complete History Tracking ensures that the sales team always has instant access to detailed information about the status of an account. Every phone call, fax, email, letter, etc. is tracked.

Improve Team Communication

Using GoldMine’s InfoCenter™, everyone on your team can view an on-line knowledgebase of recent campaigns, pricing, current materials or special offers.  Easy access to this knowledgebase keeps everyone in-the-loop and increases the level of service which everyone dealing with customers can provide.

Stay In Contact With Prospects And Customers

E-mail is a critical communication tool today. GoldMine’s E-mail Center provides one-stop access to multiple e-mail accounts including Outlook folders. The E-mail Center automatically links every message to the appropriate contact, a logical place to find all the related correspondence. In addition, GoldMine® includes a Document Management Center that stores letters, faxes, and e-mail templates that can be customized for one or many recipients.

And, to streamline the distribution of marketing materials, the Literature Fulfillment Center enables you to schedule and deliver the appropriate message and materials at the right time.

Turn Opportunities Into Sales

Use GoldMine’s built-in forecasting to know when and where your sales are coming in, manage quotas on a daily or weekly basis, and analyze the quality of leads with the reporting and analysis features. GoldMine’s sales tools include an

Opportunity Manager that provides a quick view of the entire sales pipeline – including a graphical sales funnel for easy analysis. Sales managers can also create templates that include every step required to close the sale, enabling the individual salesperson to focus on the customer rather than the process. It enables a salesperson or sales manager to easily view what sales are in the pipeline and to focus on the opportunities that need the most attention.

Stay Connected Away From Office

Information in GoldMine® is readily portable through remote synchronization with popular devices such as the Palm® Handhelds™ and Windows® CE organizers. Wizard driven menus make this process easy and ensure that you can always get to the information you need.

Please give us a call if you would like any further information on this fine product.     

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