The Importance of Having an Online Customer Management System

Customer Management System

The Importance of Having an Online Customer Management System

Even though the Ecommerce sphere is still expanding and is rather healthy the next milestone is yet to be reached. While the entire idea of e-commerce is based on being able to buy things online without having to go to a real shop consumers still want personalized offers that are tailored to their needs. The only way online shops can do this is to grow their database of information about their leads and adapt based on that data which is what a customer management system is designed for. Continue reading

Business Process Management Myths That Need to Be Busted

Business Process Management Myths

Though everyone’s talking about business process management, it’s clear that this practice tends to take various meanings, application methods, and directions in different organizations. Everyone’s either implementing it or thinking about doing so, but nobody’s actually certain what exactly BPM is.

To remove all confusion, we’ve compiled a list of common myths associated with this discipline. Hopefully, it will help you understand BPM better and employ only those strategies that will skyrocket your business to a whole different level of productivity. Here’s what BPM isn’t, and what it should be.

Business Process Management is Undefinable

The true meaning of business process management has been debated for almost a decade before it was finally enveloped by a concise and complete definition. In 2014, experts from all industries and professions have come to a mutual conclusion – BPM is not some kind of a product, but a discipline.

According to the official definition that can be applied to all operations, “Business Process Management (BPM) is a discipline involving any combination of modelling, automation, execution, control, measurement and optimization of business activity flows, in support of enterprise goals, spanning systems, employees, customers and partners within and beyond the enterprise boundaries.”

Sure, the practice of BPM can and should be custom-tailored to specific business needs, but that still doesn’t mean that it is undefinable and open to interpretation. A process must always be considered in the scope of interrelated activities that holistically cooperate in order to meet a business objective.

Furthermore, modelling doesn’t imply a single standard that all organizations must comply with, but the very existence of a model that encompasses the process. The same uniform variable can be dedicated to automation, execution, control, measurement, and optimization, which always have a conjoint goal.

BPM Is Complicated to Implement and Maintain

BPM sounds complicated, but it’s anything but. Being designed as a discipline that streamlines business operations, this practice should by rule facilitate every activity and process within the organization. Its main purpose is to make things easier, not to bring more confusion or stem difficulty.

At McDonald’s, “Everything has a system and a process. They tell you exactly how to pick up a bag of French fries and hand it to a customer. It is a very specific way, and if you do it wrong, you are corrected by a manager”, according to their former employee. “They have a reason for everything they do.”

This is a very simplified, yet very accurate way to explain BPM. It is about identifying the reason – something that makes work less time-consuming and more cost-effective, while also improving the quality of end result at the same time – and finding the best method of realizing it in everyday practice.

Business Process Management Equals Automation

While some entrepreneurs wrongly believe in the utter complexity of implementing and maintaining BPM, others consider it as the mere equivalent of automation. The introduction of automatic technology to the office is a huge part of business process management, but it is still only one part of the equation.

In BPM, automation refers to all those activities that are completed beforehand to assure a smooth execution of the process. It can be manual in a sense that the aforementioned activities can be done by employees in advance and scheduled for later; in most cases, though, it is allocated to BPM tools.

With this in mind, we must stress out that BPMs as software system cannot manage business processes on their own – it’s up to organizations themselves to establish the best models. They are, however, essential for the execution of BPM as a discipline, which is why we equate them in the first place.

BPM Is Way Too Expensive to Be a Necessity


BPMs used to be very expensive, but many of today’s solutions are designed for the little guy and made affordable to startups and SBMs. When on the cloud, they are completely installation and maintenance free; the only cost of implementing one is the cost of software, and that’s pretty cheap.

Moreover, these BPM solutions are very intuitive, flexible, and easy to use, which means that they yield high ROI even when they don’t fall into the low end of the product spectrum. Also, you can choose to buy individual tools and make your own suite or to opt for a customizable all-in-one system.

BPM Requires Complete and Thorough Overhaul

It’s true that BPM requires some restructuring, but isn’t that what all ambitious organizations need to do when they start scaling? This practice will make you revisit the way you’ve been doing business for a long time and thus determine what needs to be fixed, accelerated and optimized for better results.

Small Businesses Don’t Have the Need for BPM

Again, not true. Business process management is for everyone, regardless of how small or understaffed they are. A department of one may not have any problems with collaboration and productivity, but three is already a crowd. Without BPM, the mistakes always lurk behind the corner.

Even if your organization doesn’t require real-time connectivity or process performance, it is in great need of efficient operations that contribute to the quality of products and services it provides. It is the only way of meeting your day-to-day goals, staying ahead of the curve, and growing at the stable rate.

In simple terms, BPM is the ongoing practice that asks and answers the most important questions in any business – what do you do, why and how do you do that, who does which part and for what duration, and when must it all be done. The sooner you demystify it, the sooner it will be able to help.

How Can Marketing Automation Help Your Business

You probably ran into the term “marketing automation” and wondered what it represents. To put it simply, marketing automation is about optimizing your marketing efforts. At its core, it’s about being as effective as possible with your marketing campaign, organizing your marketing staff and making sure that your sales department is putting their efforts in.

Still, it’s not only about automating obsolete tasks and, today, we are going to talk about how marketing automation can help a business on a macro level.

It promotes the accountability of sales and marketing departments

With a marketing automation tool, everyone will understand the bottlenecks of your business because processes will be defined clearly and the whole pipeline will be reported on thoroughly.

If marketing efforts are bringing a lot of leads and they are not turning into customers, both departments will be updated. Additionally, the situation can be analyzed to see which department is making wrong steps and where.

Let employees do what they do best

Without automation, your marketing staff will have to spend a lot of time during every work day on manual work that is a must, but very repetitive. When these tasks are automated, you will give your marketers more room to breathe and focus on what they do best.

They will have more time to be creative and make a greater impact. Not only this, but your employees will also be more satisfied and happier, meaning that they will have less strain on their minds when trying to be creative.

Make the most out of your resources

With a marketing automation tool, a single employee will be able to beat 10 people that aren’t using a similar tool. This is because it greatly helps improve productivity. At the beginning, you will have to create automated marketing campaigns, lead nurturing strategies, and set the criteria when they should be triggered.

After that, you only have to let the software do its magic. When they set up these automations properly, businesses will be able to send thousands of relevant and personalized emails constantly.

These are only some of the general advantages marketing automation software brings to the table; if you want to learn more, follow this link Implementing this kind of tool is essential in modern business and skilled marketers can use it to improve business profits in great measure.

How Can Automation Help Both You and Your Customers?

Loyal customers and efficient employees are the bloodline of any business. However, many organizations, especially small businesses, still face challenges such as high operational costs, attracting and retaining new clients, improving quality, and increasing business growth in general.

According to Forbes, there are ten business trends that will drive success this year. But the number one solution is the use of artificial intelligence technologies to better navigate the customer experience with the company.

This comes as no surprise. since automation is the first step many corporations use to ease the efforts of repetitive tasks as well as to enhance customer satisfaction. And the tool that can help to achieve this goal is customer management software.

Why Automation?

Adopting technology that will optimize an array of business processes without having to manually perform those tasks is a true business saver. Although automation depends on what the organization is trying to achieve, when it comes to consumers, it leads to personalization and better quality of service among other things.

That being said, no matter the goal, automation is an excellent choice for:

  • Increasing productivity by reducing the time spent on repetitive tasks.
  • Reducing the risk of human errors
  • Introducing a flexible and consistent service
  • Lower the total costs of defects, repetitive tasks, employee training, and customer acquisition
  • Ensure compliance with both external and internal requirements
  • Creating knowledge-empowered strategies and identifying market opportunities
  • Enhancing marketing and sales pipeline
  • Gaining a competitive advantage and broader business awareness

What is Customer Management Software?

Customer management software is a unique CRM (customer relationship management) system of separate business management tools that work seamlessly together toward improving customer interactions, retention, and loyalty across multiple channels. It optimizes every process that involves building relationships with clients by enabling organizations to accurately and efficiently satisfy all customer needs.

But beyond simple automation, a customer management system helps to develop strategies that boost revenue. Thanks to collaborative tools, team members are able to communicate and perform better while the business has the chance to maximize sales opportunities, marketing, and service or product offers.

If you are interested in learning more about this software or want to try the free version for yourself, be sure to follow this link:

Customer Management Software Features

In order to understand what you get with this software, here are a couple of features that can take businesses to the next level:

  • Contact management/Documentation flow – Organizing and managing vital customer data collected through multiple channels (email, chats, social media, etc.) in a single centralized database.
  • Lead management – Tracking and evaluating sales activities and tasks for managing leads from prospects to loyal consumers.
  • Knowledge base – Building a knowledge base or a self-service system for 24/7 customer support.
  • Marketing automation – Managing marketing campaigns from beginning to end, including automating workflow, focusing on target consumers, and measuring the overall success.
  • Dashboard & reports – The intuitive and user-friendly dashboard helps entrepreneurs to spot new trends, market opportunities, customer behavior patterns, and more. Also, some CRM solutions can make accurate reports in a timely manner by generating data in real-time.
  • Analytic tools – Apart from gathering crucial information, the software also provides powerful analytic tools for making the most of your data by analyzing patterns and generating insights for smarter business decisions.
  • Mobile application – Cloud-based CRM vendors enable mobile use of the system for accessing data anytime and anywhere.
  • Ease of use & customizing – The software setup is simple and easy to navigate. Plus, the system allows customization and the option to select of the best development path suitable to specific business requirements.


Now you can see that automation is the key to market and competitive advantage. Through automation, customer and employee satisfaction increase while the business can experience steady growth. Since digital technology solutions are now a must-have strategy, take advantage of only the best customer software management systems. Look for the potent features listed above and use it as guidelines once you decide to integrate and optimize dated business practices.

How a Good CRM System Can Boost Your Sales

Implementing a CRM system is a responsible decision and it requires time to do some research, compare various systems and their features, as well as opportunities they provide to their clients. Managing and improving relationships with customers and business processes is of key importance and having such a solution at hand has a wide range of benefits such as business process automation, workflow optimization, marketing and sales automation, excellent customer service and close connection between various departments of a company.

A really good CRM system is always the most powerful tool if you want to boost your sales, as it helps analyze, track and forecast sales processes and procedures, as well as influences and manages the way your customers interact with your business and make their buying decisions.

The number of CRM solutions is very high; however each of them has its concentration and unique features typical only of it. Salesforce, SalesNow, Pipedrive and Base are famous solutions that help companies grow and boost sales, Zoho and Dynamics CRM systems are concentrated on marketing and service, while Bpm’online aligns all of these systems to achieve better results. This solution also outstands due to its productivity and affordability. Let’s find out what else this CRM system has to offer.

Bpm’online is a cloud-based customer management solution that is loved and used by millions of users worldwide. This solution is best known for its affordability, effectiveness and user-friendly interface. It enables its clients with helpful features to manage accounts, track and manage leads, analyze and forecast sales, organize more productive marketing campaigns and business events, manage cases, interactions and have a complete view of every single customer. It also allows you to use mobile application and have access to database from various devices; you can manage both your clients and employees from any corner of the world and professionally control your workflow. Want more information? Find the details here.

5 Key Features of a Quality Business Process Management System

Business Process Management System

The problem many business leaders face when it comes to selecting the right piece of software is the amount of choices. Although companies are getting quite creative when it comes to the official name of their software, the category it falls into still defines it – software solutions dedicated for one niche contain a rather similar list of properties.

So – how to choose the right one? This is not a question that has one simple answer, but there are pointers that can stir you in the right direction. The importance of choosing a suitable tool is immeasurable; it will define your short-term goals and have an effect of your long-term future, which is why this decision requires your full attention.

Guides and Tutorials

The first thing you should have in mind when dwelling over this problem is the learning curve. A piece of software is meant to increase the efficiency of your business, not slow it down.

So, if every business process management system you checked out seems too complicated, you should give up on them right away, and close all tabs.

What you’re looking for is a simple yet effective tool that will be easy to navigate and that will provide you with pointers, guides, and tutorials that go into fine details on how to use it.

Activity Management Tools

The whole point of this kind of software is to enable you to visualize your business model, define your business processes, and regulate all office activities.

Therefore, that is your focus point; aside from being simple to use, a business process management system needs to fulfill its purpose.

You’re looking for software that will enable you to:

  • Model activities with a transparent course and cause.
  • Automate administrative processes.
  • Gain full control over your business.

In simple terms, this tool needs to enable you to see even the smallest and the simplest activity that occurs in your office. With this insight, you’ll be able to regulate it and tweak it any way you see fit.

Instruments for Process Design

Once you develop a functioning network on this platform, you can work on the further expansion and growth of your business.

Getting your existing processes in order is one thing, but what you need to strive towards to is building more complex processes that will increase the functionality of your business. With a set of instruments fashioned for this purpose, you’ll be able to blow dust in your competitors faces.

A Range of Templates

Aside from pointers, guides, and tutorials, this kind of software also needs to provide you with tools that will save your time and energy.

In order to have that jump-start with business process management systems right away, you will need templates. And not just any – you need templates designed in accordance with the needs of your business.

Precise Analytics Systems

What makes a good business decision isn’t its profitability, or the amount of supporting facts. Naturally, these two factors have a major influence, but in order to be confident that you have made a step in the right direction, you will need to analyze it.

That’s the final key feature you should look for – instruments for monitoring and analytics. This business process management system is the right example of software we’re talking about; it meets all the criteria mentioned above and it’s exactly what an aspiring business needs.

With this in mind, you’ll know exactly what to look for in a piece of software, learn ways to perfect your business model, and use the full potential of this tool. Remember, the most difficult part is finding quality software; if you manage that, the following course of action will be fluent.

Best Help Desk System: Choose Your Software Type

Best Help Desk System

According to Gartner projections, satisfying customer experience is the main priority for more than 50% of organizations this year, while 62% of companies believe customer experience delivered by contact centers is the key to gaining a competitive edge. In other words, the customer satisfaction depends on service desk operations and the best help desk tool for efficiently addressing customer queries.

In this article, we’ll address different types and characteristics of quality help desk software. If you are currently on the lookout for software, take a glimpse at the best software examples listed below or visit this website to find more information on the topic.

What is a Help Desk System?

Help Desk System

Help desk software, often referred to as service desk, is actually a point of contact between users and service desk agents, and a valuable ticketing system that helps a company manage customer interactions more effectively. This powerful tool serves to track and determine whether things are being done correctly, and contributes to the enhanced management of processes, tasks, and service requests.

The term ticket refers to potential issues, complaints, or queries customers submit to different teams, such as customer service, the sales department, or technical support. The goal is to nurture customer relationships through fast and efficient resolutions.

That being said, there are many solutions on the market today. While some help desk systems are limited to the specific process of dealing with customer issues, advanced solutions offer an additional support for employees. Here are a few modern examples to help you select a useful help desk technology that covers both fields:

  • Bpm’online – There is a reason why this type of help desk system is first on our list. Bpm’online software is a two-in-one solution: a dynamic process-driven CRM and a potent help desk solution that improves productivity across multiple departments and boosts customer service operations. It’s an efficient and reliable help desk solution that includes a great 14-days free trial plan.
  • Freshdesk – Similarly to bpm software, Freshdesk has many satisfied users and an excellent free trial advantage. It aims to support service agents by providing a wide range of tools for promoting collaboration, enhancing customer support, and building opportunities for better product promotions.
  • ServiceDesk Plus – This kind of software is both a help desk and asset management system. It’s available for on-premise or on-demand application and offers an integrated package of tools such as contact management, asset tracking, trouble ticketing, self-service, and more at a reasonable price.
  • LiveAgent – While the previous help desk solutions are meant for businesses of all sizes, LiveAgent is perfect for small businesses in particular. Among many software features, phone support, live chat, support portal, API, and social media integrations stand out the most. The best part is that you can also take advantage of the free trial before you make your final decision.

Help Desk Software Types

Help Desk Software Types

In order to get more familiar with your help desk options, it’s time to take a look at different types of help desk software. As usual, the help desk system can be hosted in the cloud or on-premise. However, their application differs, which is why it can be divided into five common types:

  • Web Help Desk System: Also known as SaaS (software-as-a-service) system, web help desk is hosted on the supplier’s server. Users have different points of access (via vendor’s site, mobile app, desktop) and the system’s application includes technical support, system maintenance, upgrades, and data backup.
  • Cloud-Based Solution: Like web help desk software, the cloud-based solution is hosted on remote servers and offer both basic ticket features and a more advanced service, including deep customization and integration capabilities. Additional benefits of help desk in the cloud are secure data backups and a low recurring monthly fee.
  • Enterprise Help Desk: As the name suggests, this software is the ideal solution for large companies and their complex operations. Therefore, this is the most complex module that, among many other features, also includes service request fulfillment, survey management, IT asset management, and more.
  • On-Premise Software: On-premise software is a licensed system located on a company’s premises. This implies that business owners must purchase a software license for installation on their servers. Although on-premise help desk offers more security regarding the company’s critical data, it also has a couple of disadvantages, such as scheduled upgrade costs and a full responsibility for system maintenance and data backup.
  • Open Source Help Desk: Unlike solutions that require a user license and permission to access, this software allows users to access the source code. Thanks to this ability, developers are free to implement modifications, add features, and fix the bugs in the system. Additional advanced features and technical services are available for free or a small fee.

Selecting the right help desk software for your business might be overwhelming, especially if you are not familiar with technical details. Approach this process carefully by identifying the features your company needs the most. Look for advanced help desk tools that can take your business to another level and let enhanced customer experience drive your business success.

4 Game-Changing Benefits of CRM Systems

Benefits of CRM Systems

Whether or not to invest in a CRM system is a hot subject in the business world. And why wouldn’t it be? A good CRM solution is able to completely streamline business processes, which include prospects, leads and customers. But we know that the phrase “streamline the business process” is much too vague to encourage you to try one of these systems, let alone buy one.

In addition, being too careful when it comes to investing in business software is an excellent and preferred mindset. This is why we have put together a list of four game-changing benefits of CRM systems for you to go through. Here is how this software tool makes customer relations better and improves employees performance.

More Information on Your Customers

Do you remember the time when you were starting your business? If you do, you know how important it is to come to an ideal buyer persona before you start doing any business. Well, with a CRM solution you will be doing something very similar, but for each of your prospects, leads and customers individually.

Thanks to advanced features modern versions of CRM system have, you will be able to get your hands on all kinds of information on your customers. Some tools even enable sales and marketing departments to get insight into social media activity of their customer base.

With all that information at your disposal, you will be able to offer your potential and regular customers a custom-tailored experience. You will also be able to track and record all interactions between your company and customers and quickly find it and access it thanks to the searchability these tools offer.

True Mobility

True Mobility

With the new technologies, new possibilities for business software implementation emerged, and nothing has brought greater changes than cloud technology. CRM software vendors quickly adopted it and started offering their products as other software as a service (SaaS) companies.

How does this benefit you? Well, for starters, you don’t need to invest into IT infrastructure or expensive IT teams to maintain both hardware and software. Besides, you will be able to access the software and start using it immediately after you purchase it. All you need is a stable internet connection and any of the Internet browsers installed. With cloud-based CRM your organization can benefit from true mobility. Something your field staff will learn to appreciate really quickly.

CRM software vendors are also making their products available on smartphones. In fact, many of the leading SaaS CRM companies on the market have dedicated smartphone apps. This includes all popular platforms, Android, iOS and Windows Phone.

The Power of Automation

Getting customers interested to a product or service is not an easy task, let alone navigating them through the customer journey and being by their side at all times. This process consists of dozens of small task and actions. Entire organization has to perform well as a team in order to get a customer to come to a purchasing decision.

These time consuming tasks include forms, reports, conversations, legal issues, and many more. As the organization and market grows, these tasks become a heavy burden each employee has to carry on a day-to-day basis. Not to mention that it increases the risk of errors that might make you lose precious customers.

CRM solutions are built to automate the majority of these repetitive tasks that eat big chunks of time and energy in-house. This benefits both your employees and customers. With more time on their hands, your staff will be able to devote their attention to leads and customers, thus increasing sales and improving customer satisfaction.

Top-Notch Customer Service

Top-Notch Customer Service

We already talked about how the automation aspect of this tool saves precious time for your employees. In order to improve customer service, you will also have to be able to save and respect the time of your customers, especially the ones who experience problems with your products or services.

A CRM tool will arm your service department with all the information necessary to resolve problems very efficiently. This information includes past purchases, the history of customer-company interactions, problems other customers experienced with the same product or service, and possible resolutions to that problem.

With CRM, you will be able to record new resolutions and store them in the system, so that your colleagues can grow into experienced professionals. Some of the CRM tools also come with a built-in knowledge base, which you can use to publish documents that can be valuable for the customer support department, as well as the customers – FAQ, Guides, HowTos, and more.

Improved Collaboration

CRM tools come with extensive project management functionality. You will be able to create, assign and monitor tasks, create a schedule, and specifically assign tasks to each of your staff members. With time and progress tracking streamed in real time, you will be able to see exactly what’s going on anytime you wish.

This comes with extensive collaboration tools as well. You will be able to directly communicate with your employees and help them anytime they require your assistance. Furthermore, they will be able to communicate and cooperate as a team.

This collaboration functionality is extremely useful after the launch of a new product, when the entire team has to be at its best. CRM software enables a smooth flow and exchange of information, and if you opt for a cloud-based one, you will be able to do it on the go and from any device.

CRM tools are very powerful solutions now made available for businesses of all sizes. As you can see, they offer quite powerful benefits for businesses seeking to find a tool that will get them that competitive advantage.

Using a CRM system generates valuable data over time. If you leverage the built-in analytics features, you will also be able to assess your sales and marketing strategy efficiency and pinpoint the bottlenecks in your operation.

President Obama wants you to code!

Hi everyone,

Here is our President’s pitch for more coders.

President Obama’s message for One Hour of Code

We also had a site visit from Emily Smith, the Associate Director of the Girls Who Code clubs who flew in and spent time with us last Sunday. Emily loved our club vibe, and sent a glowing report about us to Girls Who Code HQ where the CEO (Reshma Saujani) was thrilled to see how many girls we have actively working in our district wide club!

Hour of code!

From The Khan Academy……

This week, across over 150 countries, millions of people and students will try out computer programming for the first time. Anyone can learn to code!

Start the Hour of Code

The Hour of Code is an hour-long introduction to computer programming that’s both fun and free. The Khan Academy has crafted several different Hour of Code lessons that require no prior experience. Try one or try them all and get new badges for each lesson in the process!

Hour of Drawing with Code: Learn to program using JavaScript, one of the world’s most popular programming languages via two great options:

  • Drag-and-drop: experimental block-based coding for those with less-developed typing skills and on tablet devices (ages 8+).
  • Typing: keyboard-based coding (ages 10+).</>

Hour of Webpages: Learn to make your own webpages using the basics of HTML an CSS (ages 10+).

Hour of Databases: Learn the fundamentals of databases using SQL to create tables, insert data into them, and do basic querying (ages 12+).

We’ve created lessons that will show you how fun coding and building things can be. Now you’ll be part of creating technology, not just using it!

Code on!

Founder of Khan Academy and lover of code

PO Box 1630, Mountain View, CA 94042