5 Reasons Why You Should Choose a Cloud CRM for Your Business

If your business or org is considering customer relationship management, here are a few key cloud CRM benefits that might help cement your decision.

Customer relationship management is one of the most important aspects of a business. That’s precisely why enterprises invest a lot of money in selecting the right CRM tool.

In the last few years, cloud technology has revolutionized the way organizations have adopted CRM. According to an IBM report, in 2008, only 13% of organizations used a cloud-based CRM, but the share increased to 87% by 2017.

In addition to being agile, a cloud-based CRM also enables organizations to access data from anywhere from any device, which in turn helps a geo-distributed team accelerate the decision-making process.

According to a Grand View Research report, the global CRM market is estimated to grow up to USD 114.4 billion by 2027.

Owing to the enterprise digitalization and remote workforce requirements, a great deal of this growth will comprise implementation of cloud-based CRM tools.

Here are a few key cloud CRM benefits for businesses

1. Cost Efficient

Moving to a cloud-based CRM is a financially sound decision. It saves a huge, upfront investment on the infrastructure and allows the organization to outsource the maintenance work to a consultant at a fixed cost.

Unlike the traditional, on-premises model, organizations can operate on a pay-as-you-go subscription model.

2. Anywhere, Anytime Access

With organizations now spread across geographies, anytime-anywhere access is a primary requirement for efficient collaboration and faster decision-making.

Unlike on-premises CRM, the cloud-based CRM allows access to data from anywhere round-the-clock. This feature enables global teams to have less dependency on each other for data sharing and reporting and helps them save a lot of time that would have otherwise been wasted on coordination.

3. Always Up-to-date

Automatic updates in the cloud ensure that the CRM is always up-to-date with the latest features, including the latest security patches. In a traditional, on-premises CRM, updates must be proactively planned and executed.

Due to intensive planning involved in updating an on-premises CRM, major enhancement updates keep getting delayed.

4. Flexible

Very few on-premises CRM tools are flexible and channel-agnostic, whereas a cloud CRM offers a lot of flexibility. With cloud-based CRM tools, organizations can buy tailor-made solutions specific to their needs.

Related: The Market for Global SaaS Customer Relationship Management (CRM) is Growing

For example, small and medium enterprises can get started with the minimal features that can help them with their current work and expand their capacity eventually as needs grow.

With a Cloud CRM, if required, organizations even have the flexibility to downsize. – Read more

8 Ways To Speed up Digital Transformation

The pandemic has forced you to meet your customers’ expectations. To do so, you need to find a way to get what looks like a long and complicated digital transformation done now.

David Schmaier is the CEO of Salesforce Industries and is responsible for Salesforce’s Industry Cloud software and business strategies for all industries.

The benefits of digitalization have been an ever-present conversation around most industries for years. But for many businesses, that seemed to be a long way off. The pandemic changed that forever. Digital transformation is no longer a future initiative – it has become today’s necessity that separates market leaders from those who are falling behind, and changes the way organizations connect with their customers.  

In this new environment, businesses have been thrust into a world in which the way of doing business is different. It’s all virtual and digital. Patients need remote doctor appointments. Consumers are shopping online and picking up their order curbside or having it shipped to their homes. Industrial machinery quotes and orders need to happen via digital channels. Many workers now rely on wifi to work from home. In-person interactions are few and far between. This isn’t just an adjustment. It’s the new normal — faster, easier, highly automated, and more cost-effective. 

The companies that thrive will be those that can transform faster. Many are scrambling to find fast, effective digital solutions. Digital projects are no longer measured in years but instead in months. The opportunity is there for all companies to unlock the digital door their customers are banging on. Imagine being one of the first to welcome them all in, especially at a time when every customer and sale counts more than ever. 

Today’s digital landscape, while an incredible opportunity, may look a bit daunting. But businesses don’t have to go it alone. The right strategic technology can help make sense of customers’ needs and elevate the ability to serve them. With capabilities to pull information from existing systems, companies don’t have to start from scratch. With cloud native solutions, businesses can go digital faster. Best of all, the right partner has real-world experience with the specific industry and challenges businesses face.

Salesforce Industries combines the capabilities of the world’s # 1 CRM and Vlocity and Salesforce’s suite of industry-specific cloud products to help organizations go digital fast. With 12 industry cloud apps and more than 700 industry-specific processes, businesses can transform faster than ever before with software tailored to the best practices of their industry, giving them unlimited scalability and flexibility to achieve the new digital normal. Best of all, we back up our world-class industry cloud software with industry experts, dedicated service and support teams by industry, dedicated engineering teams, and one of the world’s most powerful ecosystems of leading systems integrators and independent software (ISV) partners to help businesses of all sizes realize value from their digital transformation. 

Make the Digital Transformation 

There is no one right way for companies to make the transformation, as the answers and best practices differ by industry. Here are eight examples of companies that did it well with the help of Salesforce Industrie

1. Communications

Telecom Argentina’s digital transformation simplified the customer experience for 19 million customers while also changing its internal culture. Now the company is Argentina’s top provider of mobile, TV, internet, and phone services.

2. Public Sector and Government

 The State of Rhode Island moved its COVID-19 testing and contact tracing system to the cloud. This gives the Rhode Island Board of Health a comprehensive record of each COVID-19 case in the state. The initial version went live in just a month, with some key features available in only a week.

3. Healthcare and Life Sciences

Humana used an agile mindset to digitally transform its business in six months. In addition, it’s using the Salesforce Health Cloud to help power its new Enterprise Clinical Operating Model. This care management system will integrate care coordination among members, care teams, and provider communities.

4. Media

Ticketmaster sells nearly 500 million tickets globally every year. Using Salesforce allows the company to connect its customer data across the organization to enable a smarter, faster, more personalized, and fan-centric experience its customers expect at scale – Read More

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3 Compelling Reasons to Employ AR & VR in CRM

In today’s fast-paced world, customer standards are rapidly changing. While great products and great service will always remain as the main priority of customers, other factors are also developing new customer preferences. Because of this, technology is adapting to meet customer satisfaction. Augmented reality (AR) and virtual reality (VR) are among the emerging tech poised to reshape how businesses interact with their customers.

So why should you invest in augmented reality and virtual reality for your customer relationship management (CRM)? Employing AR and VR can make your business more competitive by enhancing engagement with customers, revamping the customer experience, and equipping your team with more efficient tools.

The Difference Between AR and VR

Augmented reality and virtual reality may sound like two similar terms, but they are distinct from one another. Although these concepts sometimes bleed into one another, each treats your senses and how you experience the real world differently. VR technology cloaks your vision to take you somewhere else, while AR technology projects additional information over what you’re seeing in the real world.

Virtual reality “replaces” your reality by displaying a virtual space through a VR headset. This makes it seem like your surroundings have changed, even though these are just images replacing everything in your field of vision. This technology takes you to a different space entirely.

On the other hand, augmented reality merely adds a layer of information over what you can already see. For example, one of the most popular AR apps is the smartphone game Pokemon Go – where your phone’s camera tracks your surroundings and projects images over them.

Three Reasons to Employ AR and VR for CRM

While AR and VR are more commonly used by consumers for entertainment or gaming, these technologies may soon reshape the customer journey. Instead of stressful or lackluster customer experiences, AR and VR technology opens up a lot of possibilities for CRM.

Want to make troubleshooting products for customers easier? Or maybe you want to roll out a marketing initiative, but have limited means to execute it? Virtual reality and augmented reality can help you address these problems and push your creativity forward. Here are three reasons to employ AR and VR for CRM:

1. You can enhance engagement with your customers

It’s not easy to generate excitement among customers these days, but virtual reality and augmented reality can definitely keep customers engaged. Customer engagement is especially important when introducing new products or services, and this is where VR and AR tech really shine.

In 2017, Snapchat introduced the Lens Studio which allowed users to create and use their own Snapchat filters. A restaurant in Dubai called Bareburger took advantage of this feature by creating an augmented reality menu. With their Snapchat AR filter, customers can view menu items from every angle before they decide on an order. Not only was this effective in stimulating customer appetites, but it also made the interaction with the brand much more unforgettable.

Virtual reality tech is also a great way to bring customers and test out products in the right conditions, since they can be transported to a virtual world with 360-degree video and audio.

For example, the brand North Face experimented with VR to create the ideal environment for their McMurdo South Pole Experience campaign. In special booths, customers were asked to wear the new McMurdo North Face coat and an Oculus headset. The VR equipment let customers be immersed into images of the South Pole as huskies pulled their sled through the snow.

By appealing to emotions with AR or VR technology, you can engage with your clients on a whole new level.

2. Your team will have an efficient new tool to use

Augmented reality and virtual reality can help your customer service team out, whether it’s for internal training or even troubleshooting problems with users.

For coaching and training, AR provides virtual hands-on guidance for customer service reps. AR overlay can guide service reps through memorizing products, explaining processes, completing forms, orienting users, without needing to meet instructors face-to-face. You can also use AR to simulate training demos for real-life scenarios such as emergency response and sales interactions even on a mobile device.

Some companies also use AR to teach customers on how to manage a product. They bundle AR components with the use case in the apps so that customers can identify the parts and read operating instructions in real time.

On the other hand, VR can help your customer service team troubleshoot the problems the customer is facing. Instead of awkward chatbots, VR can assist customers and service reps solve the problem much faster since they can visualize what the other party is looking at. – Read more

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