What’s New in Maximizer CRM 10.5
Which Edition is right for you?
Access Options
Accounting Link GP Dynamics
Accounting Link QuickBooks
Accounting Link Sage Line 50
Business Intelligence
CanDoGo
CRM for Executives
CRM for IT Executives
CRM for Marketing
Customer Service & Support
Customisation Suite
Microsoft – Seamless CRM
Mobile CRM for BlackBerry
Partner Relationship Management
Sales Force Automation
System Requirements 10.5

Maximizer CRM 10.5

• What’s New in Maximizer CRM 10.5
• Which Edition is right for you?
• Access Options
• Accounting Link GP Dynamics
• Accounting Link QuickBooks
• Accounting Link Sage Line 50
• Business Intelligence
• CanDoGo
• CRM for Executives
• CRM for IT Executives
• CRM for Marketing
• Customer Service & Support
• Customization Suite
• Microsoft – Seamless CRM
• Mobile CRM for BlackBerry
• Partner Relationship Management
• Sales Force Automation
• System Requirements 10.5

MAXIMIZER CRM 10

• Which is Right for You? Compare Editions
• CRM for Sales
• CRM for Marketing
• CRM for Customer Service
• Mobile CRM for BlackBerry
• CRM for Executives
• CRM for IT Executives
• Maximizer CRM 10 – Business Intelligence
• Maximizer CRM 10 -Web and Remote Access CRM
• Accounting Link with Quick Books
• Accounting Link with Microsoft Dynamics GP
• Customization Suite
• Microsoft Technologies
• CanDoGo – On Demand Coaching
• Radius 90 – Product Overview
• Partner Relationship Management
• System Requirements 10

Pacific CRM offer refresher courses to insure continued effective use of in-house systems and methodologies.

Training is undertaken on site (or online) and is available for one to six delegates at a time. Training guides are included.

For further information or a brochure, please call (425) 572 6374 or fill out request form for further information.

Pacific CRM in an online world

e-Business is about improving operational efficiency, both internally and with your Suppliers, Partners and Customers. It is also about acquiring new customers and enhanced support. e-Business is seen as a mechanism to improve all aspects of your company’s existing operations. Successful e-Business uses technology to make your company more successful.

Pacific CRM’s diverse business information products and services put us in a strong position to help companies take advantage of the promise of e-Business. Using some of the world’s best technologies, including ecBuilder Pro, Maximizer, and Macromedia/Adobe products, Pacific CRM can assist you path to e-business. Pacific CRM not only has the products and services but the technology and infrastructure to support your needs.

Pacific CRM’s strength’s include:

• Broad range of e-Business enabled products and services
• Multiple e-Business integration options
• Stable, scalable infrastructure
• Customer-focused integration support Commitment to legacy, current and future protocols and standards.

Why Use CRM Software?

In today’s competitive business landscape, small and medium-sized businesses need the most efficient and effective way to market to, sell to, and service clients. CRM, or Customer Relationship Management, consists of the business processes and software that enable collaboration, performance improvement, and better business visibility across all customer touch points. If customer relationships are an important asset to your business, then effective CRM strategies and software are key.

CRM software consolidates all customer information and processes into one, holistic view of each customer. This enables customer-facing employees in sales, marketing and customer service to make quick, informed decisions on everything from cross-selling and up-selling opportunities to target marketing strategies and effective problem resolution.

Analyst studies show that on average, companies using CRM software grow their businesses at a rate 2-3 times faster than those that do not.

WordPress is one of the most important technologies on the web today!

So what is WordPress?

A WordPress web/blog site is a full development platform for your online presence. WordPress gives you the tool to maintain and update your site without having to hire expensive web developers, graphic designers and consultants. It just takes a little imagination and some computer know-how.

Your WordPress site can reside anywhere, just like a regular website. Many people are now using WordPress as their primary website. WordPress can also be used to complement and enhance an existing site with blogging technology. Very often the WordPress sites are installed in sub domains such as www.blog.yourdomain.com. The bottom line is – Every business whether large or small should be incorporating WordPress into their online strategy!  Click here to visit our dedicated WordPress Site.

In a recession, CRM can be viewed as a Company Recession Management tool, providing ways for companies to guard against the typical pitfalls of recessionary thinking. In fact, the value of CRM has recently been proven by AMI-Partners, a research firm specializing in market intelligence for small and medium-sized businesses. Their research shows that companies with CRM systems out-perform those that don’t by over 140% higher revenue per employee. With this level of performance, CRM is clearly a must-have during a recession to get more out of every staff person.

Our research and case studies reveal exactly the same as the market research so to illustrate this I’m going to describe the experiences through one of our CRM clients.

Our client, which I refer to as XYZ Corp, had a good business but was running their prospect to client processes through a series of Excel Spreadsheets, a homemade Access database, Large White Board, Outlook and Paper Forms.  It worked up to a point but failed miserably when it came to managing the relationship and following up.  The system even managed to lose track of jobs resulting in forgetting to invoice.

We came in and backed up their entire system.  We exported everything we could out of the Access Database and Spreadsheets, and then installed the CRM (Customer Relationship Management) system.  Next step was to import all of that data into the CRM system and create a system to manage it.

We created relevant User Defined Fields so that every prospect could be ‘profiled’ correctly.  So in addition to collecting Name and Address, Phone Number etc, we also entered details of: Service Required, Date of Inquiry, Source of Inquiry (Web, Word of Mouth, Yellow Pages etc), Sales Representative, Detailed Description of Job, Special Instructions, Date Job Required and a more… Every inquiry, every prospect became a potential customer whose relationship was going to be managed.

Once the details had been taken, often a site visit would be scheduled.  This would simply involve a mouse click in the CRM system to match a scheduled time for the prospect with the appropriate XYZ Corp representative.  The CRM system manages the schedules of all Staff Members and as well Company Resources.  A Company Resource can be a Board Room, Vehicle Work Bay, Computer or anything else that can be booked or time/service allocated.

The next step was to send out a quotation.  This would go directly from the CRM system, and a copy would automatically be saved to the Prospects CRM record.  At this stage an Activity Plan would be activated to ensure that follow up was scheduled.  This could be that an email was sent 2 days after the quotation, followed by a phone call.  A week later and information package could be sent by mail.  The CRM system automatically scheduled all of these events to take place.

Incorporating this practice saw immediate results.  More prospects were turning into clients but we wanted more.  So if a prospect hadn’t ordered after 30 days despite the follow up and nurturing, the CRM system would flag these prospects for a Special Offer.  This offer usually took the form of a letter which regretted that XYZ Corp had not managed to win their business for whatever reason, so perhaps they would like to go onto a special Standby Program whereby if they made use of the service with 48 hours notice, an additional discount of say 25% could be offered.  This pulled more of the prospects in!

By taking meticulous details of the prospects from First Contact, we were able to analyze key data such as where the leads were coming from.  With the click of a mouse, XYZ Corp was able to see the Return on Investment from General Advertizing, Networking, Direct Marketing, Bill Boards, Advertizing on Buses, Sign Writing on Vans and more.

At the end of first month after installing the system, we looked at their Prospect to Customer conversion ratios and then did the same after 12 months.  The figures speak for themselves.

Month 1:

• Total Inquiries:  111417.61
• Total Unconverted Inquiries: 79151.61
• Total Orders: 32266.22
• Percentage of Converted Inquiries:  28.96%

Month 13:

• Total Inquiries:  99302.01
• Total Unconverted Inquiries: 44875.34
• Total Orders: 54426.67
• Percentage of Converted Inquiries:  54.81%

The automated follow up processes definitely secured more business but invaluable data was also being stored.  XYZ Corp began to understand its customers much better.  If there were any Customer Service issues, the Customer Service Rep. had the whole relationship in front of them through the CRM system.  They could see every communication, what products or services were purchased, how much was paid for them, who sold them, what add on products were bought, which fitters/technicians provided the service and so on.

The key to long term relationships with your customers is to know them well and provide excellent service.  CRM systems are available to all businesses, large and small.  Companies that are not utilizing CRM Software are losing business.  Period

Customers are fickle creatures. They want to be looked after, nurtured, and made to feel special.  A typical customer’s basic instinct is to be loyal.  It’s like any relationship.  It may not be everything you want but it’s familiar and comfortable.  But just like a relationship, if you ignore and neglect your customers, they may get a roving eye… and your competitors are always out there trying to snap them up.

If you only have a few customers, it’s possible to remember and manage them with a minimum of technology.  Provide a good service, keep track of their orders, call them every now and again to see that they’re happy, send them thank you cards and so on.  That’s effectively customer relationship management.

But what if you have ten customers, fifty?  Will you remember every aspect of every transaction?  Will you remember to follow up on every call?

The purpose of CRM software is to enable you to manage multiple customers personally.  To automate processes that ‘touch’ your customers on a regular basis and then to remember every instance of every conversation, email, appointment, or transaction of any kind.  All of these transactions are stored directly in your customer’s unique record so that your total relationship with that customer is always available.

Good CRM systems feature ‘Activity Managers’, which can automatically create a sequence of tasks and events.

Let’s say you meet a bunch of people at an event who express an interest in your service.  You’ll enter them into the CRM system and then apply an ‘Activity’ from the Activity Manager Library.  A typical activity (series of tasks and events to be posted to the client’s record) would be:

1. Do immediately:  Send an email to express how happy you were to meet the person
2. In 1 day:  Send a flyer or brochure of your services by mail
3. In 3 days:  Make a phone call to reconnect and confirm that your flyer was received and is there anything more you can do at this time.
4. In 10 days:  Send eNewsletter (and add to monthly newsletter mailing list)
5. In 21 days:  Invite to your own network meeting
6. And so on…

Multiple activities can be created and applied to existing customers, new prospects, network partners or anyone else in your database.  The whole series of events is immediately applied to the customer record and the system updates all the relevant task lists, to-dos and appointment schedulers.

No matter how many customers or prospects you have, the CRM system will be managing the relationship, sending out reminders and thank you cards, scheduling phone calls, remembering renewal dates and so much more.  And all of these events and transactions will be neatly filed against the individual customer records.

Good CRM systems offer full synchronization with portable devices like your PDA, Blackberry, iPhone or Windows Mobile device.  Synchronization works both ways so that if you’re at a meeting and enter an appointment into your Blackberry, it will synchronize and update your CRM system.  If you constantly use Microsoft Outlook to schedule appointments, then it too joins the party and synchronization becomes a 3 way process.

CRM software has evolved over the years to accommodate new technologies and methodologies.  It used to be the preserve of big companies but nowadays, highly intuitive but hugely powerful systems are affordable by the smallest of businesses.

In my experience, a fully utilized CRM system typically increases business by over 30% because it encourages you to treat your customers the way they expect.  Where, in the past, you may have neglected to follow up, thank, send out renewal applications, cross sale and up sale notifications, special offers, anniversary cards, newsletters and so on, your CRM system will methodically churn out personalized materials and your customers will continue to love you and do business with you.

CRM software has become an incredibly important category.  How well you know your customer will determine how much business he or she will do with you.  As Sir Francis Bacon once said, “Knowledge is Power”.  That knowledge can be contained in your CRM system.

For over 20 years, Maximizer CRM has remained the leading, simple, accessible, customer relationship management (CRM) solution, providing the best value for small and medium-sized businesses.

Over 120,000 customers have chosen Maximizer CRM because, unlike other CRM software solutions, Maximizer CRM is:

• Simple and quick to deploy, learn, use and maintain for business users and IT administrators.
• Provides multiple access options for today’s mobile workforce
• Offers the best value in its class for full-featured CRM software

Maximizer is the solution for your business regardless of size. It comes is 4 edtions:

1. Entrepreneur Edition
2. Group Edition
3. Professional Edition
4. Enterprise Edition

Maximizer CRM Group Edition

Full-Featured CRM for Small Businesses

For small businesses, Maximizer CRM Group Edition is a full-featured CRM software solution that enables teams of up to fifteen users to work together to attract more prospects, win new customers, and improve customer satisfaction.

Group Edition has all the sales, marketing, and customer service features to help teams effectively sell to, market to, and service customers. It features account & contact management, sales opportunity management and forecasting, marketing automation (including built-in email marketing), and customer service & support management. Group Edition now offers all the access optionsi: Windows desktop, web, remote synchronization, and mobile devices so you have access to all your CRM information – anywhere, any time.

Designed for small businesses, Maximizer CRM Group Edition offers unprecedented deployment time with a database powered by Microsoft SQL Express – offering seamless installation, zero administration, yet powerful to power even the most demanding of small businesses.

What is CRM?
CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability. If customer relationships are the heart of business success, then CRM is the valve that pumps a company’s life blood.

CRM can brings together information from all data sources within the organisation, as well as from outside if needed, to give one, holistic view of each customer in real time. This allows customer-facing employees, mainly in such areas as sales, marketing and customer service to make quick yet informed decisions on everything from cross-selling and upselling opportunities to target marketing strategies to competitive positioning tactics and more.

In short, Customer Relationship Management (CRM) is a business philosophy involving identifying, understanding and better providing for your customers, while building a relationship with each customer to improve customer satisfaction and maximise profits. It’s about understanding, anticipating and responding to customers’ needs.

To manage the relationship with the customer a business needs to collect the right information about its customers and organise that information for proper analysis and action. It needs to keep that information up-to-date, make it accessible to employees, and provide the know how for employees to convert that data into products better matched to customers’ needs. That’s exactly what CRM can do- all in one single application!

Who benefits from CRM?
Everyone benefit from CRM – Customers, Organisations and their Employees.
Any department within a company, no matter what industry your business is, can benefit from CRM; sales, marketing, customer service, logistics, finance, human resources, technical etc.

The challenge
Getting CRM right isn’t easy. Customer Relationship management requires a focus and commitment by business in order to become a value centre. CRM can not be seen as a mere technology investment which is purchased, deployed and then delivers value in itself. Instead, CRM is a concept that must be realised within the organisation and with the support of its staff.

For full effectiveness, CRM must be seen as an ongoing goal in order to stay in line with business objectives and be able to change with the enterprise. Once an understanding has been gained of this process and decisions have been made surrounding the required changes, then only is it possible to look at how software can be used in achieving the goals of CRM.

Because the changes might have potentially large consequences, it is often beneficial to implement these in digestible chunks, rather than seeking to rapidly change everything. Rapid change can cause problems, especially in terms of internal acceptance.

The key to successful CRM
CRM is a methodology and in order to be successful, it requires several elements to be aligned within the business. This includes both the attitudes of customer-facing members of staff and their back-office colleagues. Customers must also be kept front-of-mind at all times.

If CRM is realised in methodology, practice and technology, it is able to go beyond merely managing customer relationship and deliver reflexive benefit to all areas of business.

Bringing value from CRM to business means incorporating people, process and technology in an effective strategy that describes the ongoing goal of managing relationships in the interest of business. It must deal with the enablement of process and business intelligence with continuous reporting so that adaptive enhancements can be made, as required.

People respond positively to change as a slow process. An understanding of a solution must first be gained before individuals will take ownership of that solution – this is a vital step if it is to become an effective solution.

Would CRM be right for you?
Using CRM means that your company can improve productivity, increase revenue, have better, more efficient working processes and clear business visibility.

Everyone can benefit from CRM. From a one man band to a multi-national companies. Whether it’s a small garage workshop reminding a customer that their car is due for a service or a large company measuring the probability of completion of a large Sales Opportunity. CRM is a win-win all round.