Converged and dynamic infrastructures, cloud and virtual environments are popular themes and industry trends with different levels of adoption and deployment occurring. The reason I bring this up is quite often I hear discussions that are centered around the products (or services) providing various benefits, return on investment or cost saving opportunities. Very little discussions are heard around whats being done or enabled by vendors and service providers, or what is being adopted by customers to tie in people, process and policy convergence. Put another way, the discussions focus around the new technology or service while forgetting or assuming that the people, process and policies will naturally fall into place. I assert that while there are benefits that can be obtained from leveraging new enabling technologies (hardware, software, networks, services) their full potential will not be realized until policies, process, people skill sets and even more important, organizational or intradepartmental turf wars and boundaries are also addressed.
What is your organization doing (or have done) to enable convergence factoring in people, processes, policies and products or is it a non issue for you? About Latest Posts Greg SchulzGreg Schulz is founder of the Server and StorageIO, an IT industry advisory and consultancy firm. SIGN UP FOR THE SiliconANGLE NEWSLETTER!Join our mailing list to receive the latest news and updates from our team. MHA’s Managed CRM (Customer Relationship Management) solution is more than your average CRM software. Managed CRM allows your business to build a clear vision of your clients from introduction, pitch and progress right through sales to post-purchase – all in one program!
You can connect directly to your clients and potential customers through CRM and see the results appear in real-time! The advanced tracking and analytics tools used through Managed CRM allow you to outline key performance indicators and areas that need more attention in your business. With native Microsoft Office Outlook integration and the ability to import and export from Microsoft Excel and Word – Managed CRM delivers a fast, flexible, and affordable solution that helps drive consistent and measurable improvement to your everyday business processes. ClickDimensions Email Marketing and Marketing Automation for Microsoft Dynamics CRM empowers marketers to generate and qualify high quality leads while providing sales the ability to prioritize the best leads and opportunities. Meet your business requirements by tailoring Managed CRM to match your goals.  Intuitive web-based design tools make it easy to modify application forms, data fields and relationships. Streamline processes through process automation that lets your business transform repetitive tasks into powerful, automated business workflows.
Measure the success of your programs with powerful tracking and analytic tools that produce key performance indicators and graphical analysis. Managed CRM helps you drive consistent and measurable improvement in everyday business processes.
Sales: Access a complete view of customer data online or offline, leverage tools that provide real-time access to sales leads, identify cross-sell and up-sell opportunities, and facilitate deals faster.
Marketing: Segment customer lists into distinct benefit groups and then market to one or more of the identified segments. Customer service: Respond faster to customer service issues and empower your service organisation to anticipate, address and deliver a consistent and efficient customer experience that contributes to long-term business profitability. Can we perform email campaigns from Managed CRM?With Managed CRM you have the ability to create custom email campaigns or use the built in Wizards which allow you to create quick targeted campaigns to your customers and client database.


Is there a facility to run customer reports?You can run standard sales reports or create your own customised reports to gain valuable insight and intelligence into your customer relationships or the status of your business.
Is the CRM data available in Microsoft Office?With the built in reporting features already available in Managed CRM, you can export any data you are tracking to Excel – this includes accounts, leads, opportunities and client scheduling. Can emails be attached to client records?Emails that have been sent to customers or suppliers can be automatically attached to client records. How long does it take to implement CRM?We can have your solution up and running in a matter of minutes! How does CRM integrate with our Microsoft products?As a user, you are able to create templates and do a Mail Merge with Microsoft Word. Before you race toward cloud services, mobile device management and other shiny opportunities, it's time for VARs and MSPs to get back to basics. User perceptions’ of IT and supporting MSPs are most affected by day-to-day service level performance and responsiveness to issues.
Beyond the points made above, the service desk also provides historical insight into improving operational effectiveness. Getting the fundamentals right and challenging yourself to improve will serve both you and your customers well. Hi Joe, I completely agree on your point that a simple IT help desk can increase your customer loyalty and retention drastically. I'd love a list for the UK - I've got a list of around 800 MSPs which I've scraped google for.
Although are you focusing on products, or the other Ps, that is people, processes and polices (or more here).
You can also read this Industry Trends and Perspective solution brief that I did earlier this year on the topic of Removing Organizational Barriers for Leveraging Technology Convergence. Our Managed CRM provides a complete view of business information, leveraging tools that provide real-time access to your customer database, sales leads, conversions, as well as identifying cross-sell or up-sell opportunities for your business.
Providing Email Marketing, Web Tracking, Lead Scoring, Social Discovery, Form Capture, Surveys, Landing Pages, Nurture Marketing, Subscription Management, Campaign Tracking and more, ClickDimensions allows organizations to discover who is interested in their products, quantify their level of interest and take the appropriate actions. Managed CRM uses industry standard Microsoft Technology which puts the control of who sees what in your hands.
Even their email replies can be attached to their records so you can track communications from start to finish. Our skilled CRM consultants are able to assist you to customise, develop, train and most importantly succeed with using our products.
Let me know if you see any evolving trends in terms of what your NOC and help desk need to support (tablets, mobile, etc.). July 11, 2012 Jessica now playing Turning an Interrogation into a Successful Interview July 11, 2012 Jessica now playing The Neuroscience Behind Business Leadership July 11, 2012 Jessica By Bryan Jensen Faculty Member at American Military UniversityCloud computing has become a popular term in the information technology world in the past five years.
He has worked for various vendors before joining an industry analyst firm and later forming StorageIO.In addition to his analyst research and advisory consulting duties, Schulz has published over a thousand articles, tips, reports and white papers and is a sought after speaker at events around the world. This enables service providers (like us) to license Microsoft products on a monthly basis to provide services and hosted applications to their end customers.


Over the past three weeks, I've come to realize just how much your IT help desk will influence customer retention, customer satisfaction and revenue growth. But now that I have a relationship with the IT help desk, I basically mention my issue and trust them to correct it.
The application has helped us address customer requests the faster and smarter way with its completely useful feature set. Greg is also author of the books Resilient Storage Network (Elsevier) and The Green and Virtual Data Center (CRC).
One of the major benefits of cloud computing is that it is provided by an outside party not necessarily related to the entity requiring the services. Interest in cloud computing has become significantly more prevalent in recent years due to the spread of high-speed Internet access, virtualization, and a weak economy which is requiring companies do more with less.[Interested in the Cloud? Learn more about an online certificate in Cloud Computing at AMU.]The cloud can be public or private. Public examples of cloud computing are Google Docs, Amazon Services, Dropbox, and any of the myriad of online apps that access the cloud that are now available from Apple and Android.
In addition to running our blogs and websites, I was a virtual CIO of sorts -- selecting and testing our IT platforms, and putting out IT fires from time to time. Private examples of the cloud are provided by entities that specifically provide their services only to specific customers for a price.
The overall goal of cloud computing is to provide easily scalable access to computing resources and services.According to the International Data Corporation by the year 2015 24% of all new business software purchases will be tied to the cloud, accounting for 13% of worldwide software spending. More than 50% of all computing workload will also be done in the cloud due to its economic feasibility and the ability to access the services anywhere, anytime. Cloud computing is already generating a significant number of jobs in the U.S, and it has the potential to create hundreds if not thousands of new positions in the future.
This will also build a large number of business opportunities for those wishing to start up cloud-hosting services for companies in dire need of a way to cut costs yet still maintain their competitive edge.Several certification authorities offer cloud computing certifications, such as IBM, Google, CompTIA, and Microsoft. Every small business has that de facto "tech support person" who isn't really a tech person -- and doesn't really want that job. I gave up that responsibility on August 30, the day Penton Media announced it had acquired Nine Lives Media and our online communities. Roughly a year ago, ConnectWise CEO Arnie Bellini told me that MSPs need to use IT help desks and service desks to maintain customer control and deliver superior service and support. I "heard" the message but didn't really "listen" to the meaning until I experienced Penton's IT help desk. In other words, your IT help desk, service desk and NOC (network operations center) are your eyes and ears into your customers' businesses. But sometimes it's the simple stuff -- a great IT help desk -- that can drive customer loyalty and increased IT investments.



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Comments

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