The new General Data Protection Regulations become law from the 25th of May 2018.The new General Data Protection Regulations become law from the 25th of May 2018.They have been devised to attempt to keep up to date with the digital revolution, and apply to UK companies and charities that process the personal data of EU residents.To understand the GDPR in detail, explore the ICO’s data protection reform hub on its website.
Our previous blog described how CRM solutions can help with GDPR, and how they can cause issues. This blog deals with the rules in a little more detail and a suggestion on what your CRM system actions might be. Please bear in mind Junari are interested parties and not legal representatives, so you should consult legal advice services if in doubt!
The key changes in a nutshell are: –
1) ‘Personal data’ has been widened to additional elements that could be used to identify an individual, to include cultural, social, financial, mental and genetic factors.
ACTION: Take time to understand what you store and ensure that you only store what is reasonably needed. If you provide services to only one sexual orientation, measure service provision based on this factor, or need to tailor the service based on sexual orientation, then it is reasonable to store this information. But if not, why do you need to know (and more importantly mark it in a record kept)? Also, it is necessary to understand WHY you are storing it and what the purpose of the data is. If it is not for a defensible reason, get rid!
2) If you process the personal data on children, you will need parental consent in they are under 16. Keep your eye open though as EU member states may change this to 13.
ACTION: Make sure you only store data on children when it is really required and then collect parental consent and store that as evidence before you process data
3) Valid Consent must be sought “Silence or inactivity does not constitute consent; clear and affirmative consent to the processing of private data must be provided.
ACTION: There are two sides to this in our opinion. Firstly, people that you have never met, dealt with or spoken with should be contacted with the request to opt into your marketing messages before receiving them. Secondly, if a person is dealing with you already as a customer or supplier, that could be viewed as valid consent, unless they expressly opt out from marketing messages at the same time.
4) “Right to be forgotten” The new regulations require that if people wish their data to be removed, then this must happen.
ACTION: You should have a process to remove or anonymise the persons data in any system. The exception to this in our thinking is where you have legal records associated with the person, such as invoices.
5) Data should not be shared unless necessary, and never outside of the EU without seeking legal advice.
ACTION (1): We would also suggest reviewing your back-up strategy for personal data. If you use Amazon for example as a back-up mechanism, then this could be construed as sharing data outside of the EU, being US based. If this is the case, then check the T’s and C’s to ensure they are observant of EU law. ACTION (2): Devise yourself a plan for avoiding, dealing with, and reporting a data breach. Either the Data Protection Authority or the individual affected should be informed as to the type and size of the breach, any remedial action, the potential impact on them, all within 72 hours of the discovery of the breach.
Don’t forget, if you are in anyway confused about how your business should approach the issue of being GDPR compliant then seek legal advice. Alternatively you could consider attending some of the many GDPR related business events that organisations such as Chamber of Commerce and Forum of Private Business will have available to members.
For those of you who are based in Essex, you might like to know that the guys at Business Connected have got just such an event organised on 29th November 2017, from 09:30-11:30 GMT at the Best Western Marks Tey Hotel. You can visit their eventbrite registration page here to find out more and register.
And of course, the team here at Junari are very happy to talk to you about how our particualr CRM system, JunariCRM+ will handle data and help your business. Contact us on 01206 625225 or email us at email@example.com, or use that lovely red “Get in Touch” button below.
There’s a new pressing ‘must-do’ that should be on your list, have you heard of it? It’s called the European Union’s General Data Protection Regulation (or EU GDPR for short).
Not so up to speed? It is a new law that is designed to enhance the existing data protection rights for any European Union resident.
So that means if your business, or charitable organisation, is providing products/services to anyone in the EU or is monitoring the behaviour of anyone resident in the EU, or employs anyone in the EU, then you’re going to be affected by this. So, it is safe to say that everyone is going to be affected.
And the final deadline for compliance is 25th May 2018. So, you’d better get your skates on!
If your organisation is a small to medium sized charity relying upon just a few employees, or perhaps only volunteers, to “get-with-it” it is a doubly tough job – with the risk of the hefty non-compliance fines carrying a much greater risk-impact for you.
We can all remember the national-press stories of the last few years, featuring charities that didn’t have quite the best handle on their data processing transparency and diligence of controlling data, and their suppliers thereof. Nobody wants to be responsible for putting their organisation in the spot-light for the wrong reasons, or indeed to be, unknowingly, causing distress.
Equally, no charitable organisation can afford to ‘write-off’ the majority of their fundraising contacts/mailing list, for fear of not being able to prove they have a valid reason to hold the personal data. That would have dire consequences for a charity’s ability to raise income!
But enough of the scaremongering. There are simple objectives around the strengthening of data protection laws, and therefore, the main thing to focus on is your organisation’s ability to prove, beyond reasonable doubt, that the person whose data you are using has demonstrated a “legitimate interest” in your organisation.
So, in simplistic terms, for a business, it is reasonable to state that someone who has been or currently is a customer of your products/services has demonstrated a “legitimate interest” in your company and for you, therefore, to continue to communicate with them, using the personal data that you hold on them.
For charities, similar applies. If a person has donated to your organisation in the past, and you now wish to send them your latest fundraising-campaign or newsletter, then, so long as when you last received that previous donation, you had a clear communication that you would hold their details on record and would be sending them further fundraising information and gave them the clear opportunity to ‘opt-out’, which they did not subsequently do, then you’re good to go.
When all is said and done, it all comes down to having well organised, easily usable, robust and forensically-auditable recording of personal data, and the relationship your organisation has had, over the arc of time, with that data.
It really can be easy. Difficulty arises when you’ve got lots of volume of data (many hundreds or thousands of records) to keep track of and/or a complex process to keep track of (many forms and methods of getting in touch with people and for them to contact you).
So, you need to think carefully about the systems (whatever these may be; paper, spreadsheet, CRM, ERP etc.) that your organisation has and state clearly how these systems need to be used, so that every relevant person in your organisation knows exactly how to correctly record and update personal data information:
1) Get consensus throughout your organisation on how you will handle the new regulation.
2) Make sure you know exactly what your organisation’s usage of personal data is and how you process the data. How do you store personal data? How do you control it? How do you share it etc. etc.?
3) Understand how you are checking for consent and ‘legitimate interest’ and document these.
4) Review your IT systems and procedures – are these helping or hindering you?
5) Review and update privacy policies to improve transparency and clarity.
(If in doubt, get legal advice about how the new laws will affect you. There are numerous law firms specialising in this subject matter).
We’ve helped numerous organisations – particularly the small and medium sized charities that don’t have massive I.T. budgets – do just that, by implementing our JunariCRM+ system. We have a separate charity-based functionality module which means that all new contacts are defaulted to an ‘opt-out’ position, with the ability to mark the point at opt-in and to record when and what options or basis of communication the contact is agreeing to opt-in for.
It’s worked brilliantly for the Stowmarket Relief Trust – you can read more about their reasons for choosing to work with Junari here – and for the guys at MAGPAS – their case study is here.
If you are scratching your head and wondering how your charity can ensure it is compliant before May 2018, then give us a call. We’ll be happy to chat your issues through and suggest the options and possibilities available to you. Email us at: firstname.lastname@example.org or use that lovely “Get in Touch” button in the footer below.
Two other useful resources that you should also consider are www.fundraisingregulator.org.uk and www.smallcharities.org.uk/ or www.ico.org.uk
I wonder; can you and I agree on one thing before we go any further? I suggest that there are very few businesses in this information-data-burden world that do not need help with keeping track of who their potential clients could be, what their current clients are doing with them and indeed what previous clients thought of them and what it would take to win them back.
Do you agree? I don’t think that this statement is too radical and I think the massive size of the global CRM marketplace, which stands at an estimated $15bn in 2014, is testament to this real and apparent business need.
This process of “knowing your client” (otherwise known as CRM) can be as low-tech as a notepad or as high-tech as a massive enterprise mainframe computer system and obviously the appropriateness of each solution and which is best for individual businesses is clearly dictated by their budget and scale.
So; if you agreed with my first statement I hope that you will also agree with this next one – that the one thing which remains true for all business people like you, is that having good (by which I mean detailed, available and relevant) information about future-clients, existing-clients and past-clients delivers the ability to demonstrate more effectively to those clients that yourproduct/service meets their needs. Needs that you understand because you’ve been taking notice of (logging and modelling) their requirements.
Every Little Helps…
CRM is more than just aiming to replicate Tesco’s massive ‘clubcard’ database, for instance! CRM is making sure that as a company the systems you run (paper, spread sheet, software, whatever etc.) enable you to put your customers at the heart of your business so that ALL the work your team does is conducted with the certain knowledge that it is in some way improving the experience that your customer will get from your business. That is what pushes CRM into the “give me an advantage” arena and why all businesses should manage some form of CRM system as a “base-level” business tool.
CRM has become a business “buzzword” and a business ‘must-have’ over the last half-decade and particularly so for small and growing businesses, whereas before it had been the preserve of big-corporates who tended to build their own systems or append CRM to existing enterprise level databases. Of late more “cloud” based online systems and ‘Software as a Service’ (SaaS) have come to the market and generally dominate There are many CRM solutions being offered within the market place. Many of them demonstrating good functionality in relevant areas and with a vast range of pricing points available.
Beware! Dangerous Seas Ahead…
So, let’s see if you agree with my 3rd hypothesis; that it’s a rather tempestuous CRM ocean you’re sailing on and figuring out which product to go with can be a daunting prospect. Well, we’re a helpful bunch at Junari so here is our view of the things that if you’re in the market for a new CRM system you should be thinking deeply about and putting in place strategies for how you avoid.
So, just as there are the 7 deadly sins in life we hereby present you with what we think make up the 7 equally deadly “Sea Monsters” that if you can you should definitely avoid sailing blindly into:
1) SaaS? So long as you like your service to be remote – Most SaaS (Software as a Service) models rely upon high-user-volume, low running-cost business models to make the SaaS owner profitable. As one of their clients therefore you can expect to be kept at arm’s length and for any training or usability issues to be dealt with via video-link or in some cases a premium-rate telephone line. But sometimes an issue is just a little bit too complex and necessitates a need to sit face to face. Most SaaS providers just will not do this. Think carefully about your appetite for support before selecting a CRM solution. If you’re an organisation that likes your suppliers to become close confidants then a SaaS model is probably not for you.
2) Thanks for your Data: Consider carefully the issue of data ownership– there are many solutions that have an inherent lock-in on the data that you will put into your CRM system. These CRM providers make it impossible to get a dump of the database when you want to move on and even a csv output file is a request too far for them! Or they’ll give you a portion of your data in csv file but not all of the relational fields. This is going to be highly disruptive to your business should you wish to change future CRM supplier. In some cases you can NEVER get your data back (prepare to employ multiple data-entry clerks to retype your data into your new CRM if this is the case).
3) This way or the highway: Watch out for proprietary software solutions – fixed code that dictates a certain (or limited) business process. Here at Junari we’ve never yet met a business for whom this approach was 100% applicable. We’ve met businesses who thought that 95% was fine – but the remaining 5% was really bugging the hell out of them. Because it was this minority 5% that was causing a good 95% of the delays or issues within their business and which led to user-disengagement – and before the CRM project sponsor knew it, users were back to creating their own individual spreadsheets to keep note of critical client-relationship issues <exit aforementioned CRM project Sponsor stage left with P45 adroitly tucked into back pocket>.
4) One-Size Fits All: Solutions that are industry siloes with limited options for moving outside of these parameters are great for the profitability of the software provider as they represent less cost, development complexity and therefore development time. But, do you really want to replicate exactly what your competitors are doing simply because you are using the defacto industry-standard CRM? Where is the market differentiation and market advantage for you in that?
There are thousands of CRM sellers out there who talk incessantly about how customisable their systems are, or even how their particular logic of “how to do work” is relevant to certain industry sectors. However, we’ve never yet met an “average” business even if they did live within the same industry area as another firm. Each and every business is always going to be “differently similar”. It is the similarity that lulls you into thinking that you could use an off-the-shelf solution but it is the subtle differences that will have you and your users stuck in a workflow cul-de-sac and ultimately losing out on efficiency savings, productivity gains and competitive advantage.
5) You can change ‘em – but it’s gonna cost you: Always check out a future CRM provider’s ability to grow along with your business – do this in terms of the software functionality, breadth and scalability within a viable commercial model. All things are possible within IT of course; it is the complexity of changing the code and adding new functionality that define if you have the time or the money to afford it though. It’s pretty important that last bit isn’t it! Many systems are “customisable”. But only if expensive system-developers are employed to perform the work. So is that part of your contingency budgeting? Are you happy to ring fence that amount of working capital?
6) No Jostling in the Queue Please: Heedful (and frankly happy) that I’m speaking to a UK market, we have to acknowledge the vast majority of CRM solutions in the market place are US owned and US domiciled. Was that a “So What?” comment I just heard? Well, pardon my pedantry but isn’t this a bottom line business fundamental – you want to know that when it becomes necessary, you have support and assistance to hand don’t you? There is no reassurance for business owners of dealing with a “local” company if they use many of the big name CRM solutions. Some CRM companies will counter with the fact that they have UK based satellite support offices or have a network of resellers – but these teams aren’t controlling the product’s functionality or roadmap. For that you have to go back to the good’ol US of A. So, in most cases UK companies will have to queue up alongside the whole of America/Rest of World before their product updates/improvements can be acknowledged or realised.
7) Deep Pockets are an Advantage: And finally, the ever present issue of money! Low cost start options that come with “further down the road” commercials in combination with a limited level of customisation and functionality-flex is a killer oceanic maelstrom! Although initially the dead cheap monthly price point can look attractive, the moment that you diverge from the “basic” options the costs in some CRM pricing can ramp up severely leaving you wondering at which point your business case for having a CRM dissolved into thin air! Look carefully at how your user and business requirements are likely to grow and translate that into a “lifetime cost” of the prospective CRM. Then compare it to what you reckon should be the “lifetime value” of the software. Sometimes, what initially looked like the higher-cost at start-up option can, over the life of the system, end up saving you lots of money. Which is surely going to be better for your business (and bring with it the added advantage of system & business continuity – but that’s for another blog post….)
Still feel like you’re overboard and the sharks are circling?
Now it will come to you as no surprise that here at Junari we have worked hard to make our CRM software avoid ALL of these traps and in doing so help UK businesses avoid them too. Because Junari wins when our clients succeed. Period.
If you want to have a totally commitment free frank chat with us about what your CRM requirements are – irrespective of whether they’re a good fit for our JunariCRM+ software or not – then get in touch.
We’re on a mission to help every business in the UK get the CRM system they deserve.
Contact us on email@example.com +44 (0)1206 625225
Whilst enjoying your festive Turkey and sprouts at dinner you’ll probably not be thinking about your business at all. Even whilst you are ploughing through your cold turkey and stuffing sandwiches and watching the Two Ronnies on Boxing day, it will probably be far from your mind, or at least easily banished to the dusty corners.
However, in that gap between Christmas and New Year, while you are wondering where the nearest gym is, that is still far enough away to enable you to drive to it without guilt (without too much anyway!) your mind may start to ponder the past year, and you may start to think about the coming business year.
You may recall the things that went well during 2013, and maybe also the things that could have been better. You will no doubt wonder how you will maintain the best parts in the coming year, and also ensure that you don’t make the same mistakes again!
The questions is, how do you know what you did well last year aside from the bank account or P&L figures? How do you know where most of your leads came from and what sort of conversion rates you achieved? How do you know where you went wrong and why you lost those deals that you did lose?
If you could identify your most and least profitable business lines, and your most and least profitable customers, what would you do with that information? Could you simplify your offering, cut the bottom 5% of your customers loose and thereby considerably increase your profits? How much by?
Customer Relationship Management (CRM) can be the most valuable asset within your business. Properly implemented and tailored for your business and processes, CRM can make a significant difference to your business, providing a single version of the truth and real facts on which to base key business decisions upon. If you happen to be looking for an exit within the next 5 years, CRM can also significantly increase the valuation of your business.
Our customers are always delighted and are very pleased with price, surprised at how much the system feels like it’s been written just for them! So why not make a New Year’s resolution to give us a call and see if we can help you like we have helped so many more this year.
Like Nicola from Countrywide South East “We all think our CRM+ is fantastic. It is making a huge difference to our company already and the efficiencies it is bringing is enabling us to take on much more work.”
Like Paul from Box Model Digital Media “We have been so impressed with CRM+ we will be recommending it to our clients. Anything I can do to assist in my clients businesses will ultimately reflect positively on my business
Check out this quote that I read recently – “I cleaned out my fridge, and now I know I can switch careers.”
I know – it made me stop and think too! I mean, heh? You have a clean fridge and that made you ready to make a big leap of ditching your life’s work up till now and go do something completely different?! How does that work?
But it got me thinking about Customer Relationship Management systems….
I should firstly explain that the author of this quote was making the point that if you do the little jobs that only take you 1 minute (or less) to do, such as hang up your coat, read a letter and file/bin it, fill in a form, answer an email, note down a quotation, pick up phone messages, pick up kids toys, put the magazines away, register another film rental request – oh you get the idea – then you can clear space in your life to get on with the bigger stuff. In short you make yourself more productive and you make yourself calmer and less stressed.
Well that rings true for me; that when everything is tidied and in its rightful place (metaphorically and literally) so that I am not tripping over the mental and physical clutter then I feel better equipped to tackle the really big important stuff. The stuff that is going to make big transformations in my life.
So how did this get me thinking about our work at Junari and our fabulous Customer Relationship Management (CRM) solution JunariCRM+? Even for me I have to admit that is quite a large segue! At least at first look it appears to be a big transition. But stick with me – because really it has quite a lot of relevance.
Systems make it very hard to do “1-minute jobs”
One of the biggest gripes our clients talk to us about when referring to previous systems and methodologies they have used to capture client related information is that it is VERY HARD (sorry to shout, it’s their emphasis not mine!) to get the information into the system in the first place. This usually boils down to the fact that their users simply don’t spend the time to go and do little and often data entry – quickly putting in information when they first become aware of it; when it first occurs to them that it would be useful to record that.
What a lot of people do (are you one of these?) is “save it all up” to the imaginary spare time at the end of the day or the end of the week or the month even! By which point it is no longer just a “one minute” job. It is a socking-big 3 hour job that is doubly frustrating because now you’re second guessing your memory of the situation and having to rummage around in scraps of paper and old emails to remind yourself what the pertinent point actually was! Or worse – that spare-time really is imaginary and never actually materialises so the knowledge you’ve gathered never ever gets shared amongst your business. Wasted.
“Life seems but a quick succession of busy nothings” Jane Austen
Have you, like me, worked in companies where the team members, while generally conscientious are all too-busy being busy to actually do the work they need to? Mmmm.
Why do people behave in this way? And in particular why does it become so acute when we consider the issue of key business systems such as CRMs? Here are a few posits:
The first point I am unable to offer any sensible advice on – Sherlock Holmes is a fictional genius so it figures that he has this convenient narrative construct. The second point regarding getting your team members to know why having a quality approach to their work is of value to your business is a little outside this blog’s and my remit (but is most definitely within yours!)
Help is at hand – Spend 1-minute digesting these tips
So I’m going to concentrate on the 3rd point – that of how to get the CRM system you’ve chosen to be as user-friendly as possible. These are tiger traps that can apply to the majority of software implementations, but I work for a CRM software creator so CRM it is:
- Make the CRM system log-in as automatic for your users as it is for them to open their email client and browser in the morning – for example, connect the log-in details with your business’ network settings to save users having to remember another [groan] password.
- Put the key information that each individual user needs on the very first screen they get to – and make sure your CRM system will allow them to modify these elements as time moves on.
- Link the system to as many of your other operational systems as possible so that data entered once can flow to all other relevant areas of your business. As soon as one human being has spent their precious time entering the jewel of knowledge this will mean that all the other human beings are freed of the duty of re-typing, double data entry-ing etc.
- Allow users to search for information from any starting point they feel compelled to. Don’t make them suffer the fabled ‘Irish Direction Giver’ joke-scenario. You know… the one where the tourist stops to ask an Irish man directions to a particular place and the helpful and matter-of-fact Irishman answers with “Ballykillcary you say? You want to get there heh? Well if I were you I wouldn’t start from here” (with apologies to all Irishmen out there!)
- Make sure you give the data entry-fields compelling labels that mean something to your users. Use their vocabulary and vernacular clearly within the system (i.e. the words on the buttons, the workflow descriptions, and the drop down menus etc.). You know yourself how hard it is to learn a new language and the time that you waste in cycling over and re-checking the meaning of things when you are trying to do this. So; make sure your CRM system can be changed to fit the language of your business and not the other way around.
- Get a system that allows you to input information whilst you’re also doing other things. For example when sending an email to a client have it so that the CRM system can also be aware of this and do the quality-job filing for you automatically based upon what it sees in the email. Again, try to make sure the human has to do one thing only once.
- Make sure the CRM product can be available to your users whenever they want to use it. So something as simple as having a mobile app or responsive front end that recognises the device that the user is logging on from to re-size and prioritise data entry fields accordingly can massively improve user-engagement. For example having the ability for salesmen to capture sale-lead contact details directly onto their smartphone through use of QR codes are powerful, neat solutions that prove their value to your team many times over during the working day – it turns the job of keeping your sales-guy up to date and informed into a few simple seconds of effort (nothing like a whole minute to get the job done!). And don’t forget that there are times when your team members are outside of work hour’s but remember something important or learn something about a client’s account. Ensuring your CRM is available to them at this point means it’s more likely to get captured and that might prove to be the business advantage that you needed to win the deal.
- Avoid any CRM system that has a proprietary way of moving data along through the business process. I know, I know there are thousands of CRM sellers out there who talk incessantly about how customisable their systems are, or even how their particular logic of “how to do work” is relevant to your industry sector. Be careful though – I’ve never yet met an “average” business even if they did live within the same industry area as another firm. Your business is always going to be “differently similar”. It is the similarity that lulls you into thinking that you could use an off-the-shelf solution but it is the subtle differences that will have you and your users stuck in a workflow cul-de-sac and ultimately losing out on efficiency savings and productivity gains.
So don’t fight nature…. Phone us!
You get it yeah? By simply remembering that most people have a psychological connection with having things neat and tidy and that this improves their productivity and reduces stress so they can think more clearly. If your CRM system can cater to this by being properly tailor-able to your users’ definition of what is “user-friendly” you’re going to hook into this formative need and reap the benefits.
And if you don’t believe that there’s a CRM out there that does exactly that then all you need to do to happily prove yourself wrong is get in touch with us here at Junari. Pick up the phone or email us to have a commitment-free chat and ask us to show you how you will benefit from using the JunariCRM+ solution.
Now that’s a job that won’t take more than a minute to do and will surely make you feel so much calmer and productive for having got in touch. Then you can get back to cleaning out your fridge…..
firstname.lastname@example.org +44 (0)1206 625225
… How working with the right CRM provider is one practical step you can take to prepare for global customer connection.
At the beginning of the week I gave myself permission to spend time to read lots, investigate a-plenty, cogitate mightily & think deeply. These strategy moments please me and in a busy working week/month/year it is not often that one has the opportunity to just take time out to read and think.
One old friend, one new friend…
So this little #StrategyTimeOut moment lead me to some thought-provoking places. The first was to revisit my previous acquaintance of Paul Dunn, the self-proclaimed “wizard of WOW” and a co-founder of the B1G1 charity foundation which has the strapline of “businesses impacting lives every day and in every way”. Love that.
The second place was to a new found awareness and regard of Christine Lagarde, Managing Director of the International Monetary Fund an organisation that has the strapline of “working to foster global monetary cooperation, secure financial stability, facilitate international trade, promote high employment and sustainable economic growth, and reduce poverty around the world”. Not quite as pithy as the B1G1 strapline, but no less laudable for it!
Perhaps the route that connected these two is oblique but they share a lot of commonality starting, prosaically perhaps, with the fact that Paul started out as a bean-counter accountant in corporate world before he became a marketing and charity guru and Christine heads up the International Monetary Fund – which it is fair to assume is stuffed to the gunnels with accountants and economists.
The harmony in their messages is more apparent if you focus on what they have to say about the meaning of business and the role it has to play in the wider society and the core ideologies that societies struggle with such as inequality. In short they talk about the importance of being connected.
Moments of Limbic Wonder…
Christine talks about it very eloquently in the context of the world-economy-patterns in her recent David Dimbleby Lecture (of which you can see the transcript here if you are interested: (Christine Lagarde, David Dimbleby Lecture 2014 speech transcript)
Paul talks passionately about business connection in the context of how it makes the world a better place and appeals to our underlying humanity and biological need to feel-connection with others in what he calls “WOW waves” or moments. These are, he says, roughly 18 seconds of time where people react to what they are experiencing, and they ALL come from the limbic brain. They are the kind of moments that all businesses (people!) should strive to achieve because they are powerful, compelling gut-instinct reactions that will result in purchasing or subscription or new-word-of-mouth recommendations.
Both Paul and Christine talk about the need for the world to develop a more fundamental connection-building approach to government fiscal policy and business responsibility. Christine talks about it at the macro international governance level whilst Paul thinks more about the power of individuals.
But to be truly successful and lasting the Wow has to go deeper…
Paul has developed the “Wow” moment theory and now talks about “Woooow” waves– these are similar to “Wow” moments but much deeper, more profound occurrences of connection. Wow moments can be intangible connections that fade over time. But give someone a “Woooow” moment and these are likely to remain permanent and be transformational. Say these words out loud to yourself – “wow” followed by “Woooow” – and you will notice that even your voice and breathing will drop in a physical manifestation of the “that feels deeper to me” moment.
So what on earth as this got to do with Customer Relationship Management software? Plenty my friend!
It’s no surprise to us! Junari is built upon “Woooow” technology
It was upon reconnecting with Paul’s theories that I realised, in a “Woooow” moment of my own when I connected the dots and realised that here at Junari we had already got a fabled company moment which we have always up until now called the “Ohhhhhh” moment. But which we will now officially rename the JunariCRM+™ “Woooow” moment in recognition of Mr Dunn!
These “Woooow” moments are simply our favourite point in our client CRM projects. And it always arrives sooner or later. It’s a happy-making moment and puts a smile on our faces, reconfirming that our work is touching the right connections. It’s when we get to look at our fellow JunariCRM+™ team mates and nod knowingly. It’s when we know that what we set out to do and what makes us tick is beginning to happen. It’s when we know that we’re getting there. It’s when we know that we’re doing our job right….
Yup. It is the delightful point of a client suddenly having the penny drop, suddenly realising the potential, suddenly seeing the barriers and frustrations of previous systems fall away, suddenly knowing the ease in which they can complete something, suddenly feeling the opportunities that they are going to be able to manifest and suddenly getting-it and uttering the auto-reflex sound “Woooow”.
Fancy a Spock-like Customer-Care-Mind-Meld…?
Here at Junari-plex we’re pretty keen on displacing our values into our own customers – and by that we mean fundamentally believe in and find hard not to do this. We really want to connect with our customers and learn about their aspirations, issues, problems and blocks because we know that will help us both build the right solution variant for them.
Customer Relationship Management tools such as the JunariCRM+™ product should be used to care for your customers. Easy to trip off the tongue and a message that lots of people will nod at but few will really stop to think about much further than the “yeah, yeah customer care” superficiality. “Sorry” is the hardest word and “we care” is a much hackneyed and cynical marketing phrase!
So let us be clear; our definition of caring for your customer is to ensure that you are properly connected with them and can understand their needs context and “where they’re at” at any point in time. We reckon by providing you with a practical, usable system that is capable of putting that kind of data into your hands for you to act upon is what will ultimately give those clients of yours their own “Woooow” moment about your service/product. And when that happens you’re gonna get your own “Woooow” moment and a lovely feeling of validation that you chose the right CRM solution and provider. Which is always going to go down well with the boss!
Putting in place a system that easily manifests the simple connectivity rule of putting your customer at the heart of your business is just one element of a matrix full of “stuff” your business should consider of course – but it is often the most fundamental and compellingly-powerful single thing you can do.
That awkward moment when you realise you’ve never had a “Woooow” moment…?
May we ask a personal question now? In your searching for mission-critical systems such as your Client Relationship Management system have you ever had the “Woooow” moment before?
Has your “Woooow” moment been stopped in its tracks by the complexity of the software? By the rising cost of development time to complete what you thought was a “simple task”? By the simple truth that what you want just isn’t going to be possible with the budget and timescales you have? Did your “Woooow” moment turn into an “Arrrgggghhhh” moment?
Well, that’s understandable and frankly not uncommon. We know how a lot of you have struggled out there with the issues of managing customer data in a joined up manner that frankly doesn’t cost the earth and involve you having to sign your business’s soul (a.k.a client data) away to a faceless cloud-server SaaS provider whose only human connection in the UK is a reseller organisation, who although they try their hardest to develop a “Woooow” moment for you, fundamentally don’t have the necessary (or any!) influence with the American based Product Development team.
But it is possible to have a “Woooow” moment. We know this because we see it happening on a regular basis with our own customers. And it’s because of our approach to CRM software, our safe-hands consultation and implementation. And the benefit of having a UK-only based Product Development and Product Support team.
So we’d like to invite you to have a “Woooow” moment with us. Because implementing a powerful and compelling CRM software into your business is perfectly possible – if you pick the right partner.
That’ll be us then…
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“We knew that we needed a CRM system to service our clients efficiently and to grow the business. Initially I was looking at off- the-shelf CRM systems but because our process is complicated and unique to us we needed bespoke functionality. Junari spent a lot of time with me and my team to really understand what the system had to do for us and so that the software could exactly meet our requirements which are not exactly straightforward. That has enabled us to end up with a CRM system that does exactly what we need it to do and now we are going above and beyond our initial expectations to build further functionality. I would recommend JunariCRM+™ to anybody!” N.S, a leading Tax and Trust Corporation Company, South-East, UK.