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Archive for June, 2012

Email is dead, long live email + CRM

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“Keep calm and long live email + CRM”

In the beginning, there was email. Then came the web and all other technologies we use all day, every day. They keep getting better and better. But not email. Email is stubborn. It just wouldn’t evolve.

Three years ago, the Wall Street Journal declared that “email no longer rules.” Yet today email remains the prevailing business communication channel. It is also the worst productivity drain ever.

Why the worst?

Email generates an enormous amount of work. Read it, look up customer details or order history, call your co-workers to find out what’s going on, forward it to a group of people, write a response, create a task in calendar, copy and paste a note to contact management app – you know the drill.

Then what do you do every time you reach out or a customer contacts you for service? That’s right: Wash, rinse, repeat.

Information remains forever trapped in individual user inboxes, separated from customer contact details, calendar, to-do lists, relationship history, email marketing data, and what have you. Welcome to the kingdom of email suckdom.

If instead you want a relaxed, unified work experience, it follows that all your email must be:

  1. Chronologically interspersed with CRM records
  2. Automatically linked to appropriate customer contacts
  3. Shared among your team members in real time

Truth be told, Relenta is the only such email + CRM system that we’re aware of.

Written by Dmitri Eroshenko

June 13th, 2012 at 9:29 am

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Let’s get horizontal

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"Small businesses of the Universe,
let’s get horizontal!"

Our business friends and advisors love to ask us the same question, “Did you find a dominant industry vertical within your customer base yet?”

Nope, and we’re not looking for one, either.

We prefer to focus on commonalities, rather than differences, among small businesses and workgroups. In fact, this is one of the tenets in our simple CRM manifesto.

In no particular order, our customers are equally distributed among the following types of B2B and B2C organizations:

  • Professional services
  • Educational organizations
  • Consulting firms
  • Marketing, advertising and PR
  • Software companies
  • Web developers
  • Freelance contractors
  • Commercial and residential real estate
  • Financial services
  • Ecommerce
  • International trade

We are proud to be horizontal, yet will be the first to admit that Relenta isn’t everything for everybody. Within the small business universe, we fill a specific niche. Our happiest customers are those who have the culture of getting things done. So all you have to do is bring your own ambition.

Written by Dmitri Eroshenko

June 5th, 2012 at 1:50 am

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The three prerequisites for small business CRM success

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Based on our experience with thousands of small businesses and workgroups, we postulate that there are three simple prerequisites for customer relationship management success. You’ve got to have the basics, the tools and the mastermind to get it right:

  1. Basics: processes and workflows. Well established and documented business processes and workflows for marketing, sales and customer service teams.
  2. Tools: central shared workspace. CRM software that keeps all your customer-related data, including email, in one central place that is shared among your team members. When your data is fragmented across a dozen individual inboxes, apps, and browser windows other words, all over the place, the “workflows” literally become “work interruptions” and your productivity goes kaput.
  3. Mastermind: CRM champion. The CRM champion is a person who has the authority, passion and flexibility to make things happen in the best interests of both customers and employees.

Nail all three, or fail.

Written by Dmitri Eroshenko

June 2nd, 2012 at 6:17 am

Posted in uncategorized

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