One Size Fits All or Does it When it Comes to a CRM? – The Small Business (Part 2)

In my last post, I went through some of the needs big businesses require when it comes to CRM. This time around, let’s take a quick look at the smaller guys and how their needs differ from the big fish. First up – image.  It’s all about the image. Many big businesses like to portray the image of a small and trustworthy organization like a local store that’s been there forever. A modern CRM platform can help customize communications for a small-town feel. There’s also more data to store, organize, and analyze. Suddenly, scalability is key. The most effective CRM platform for a large business can morph and flex enough to process customers’ communication method preferences, which enhances their overall experience and adds to the retention numbers.

Small businesses have a different set of priorities. They already have the local-based, personal service, know-everyone-by-name-feel, because they are small. Because they know their smaller customer base more intimately, interacting with customers can be a bit simpler, depending on the business. For example, there might be a more focused demographic for an organic juice start-up than an established insurance company. Brand positioning could evolve at a faster rate, since a small business could process customer feedback and implement changes with less red tape and cooks in the kitchen. A more basic – but scalable – CRM platform could work until the need arises to add more communication streamlining capabilities. Building a CRM gradually would fit a smaller business model because it’s easier to control costs when you only buy what you need. There are many scalable solutions available for this, such as Microsoft Dynamics 365.

Big or small, there are different challenges and needs across all businesses. The common denominator is to choose a scalable solution to drive customer communication and ensure a good customer experience.

To learn how Xpertdoc can help small businesses improve their custom documentation using Dynamics 365, go to our Dynamics Connector page and view our video.

To stay on top of leading customer communication expertise, follow Xpertdoc and David Squibb on Twitter: @xpertdoc@David_Squibb

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc