Category Archives: CRM

Zoho CRM Administrator Training Course in UK (London)

By | Administrative, CRM, Tips and Tricks, Training, Zoho | No Comments

Zoho CRM logo with handshake iconTickets are now available for the Zoho CRM training for Administrators taking place in London (UK) on August 13 through 15.  

Contact us for more information or help with tickets.

Announcing the Three-Day Classroom Training for Zoho CRM:

Zoho have always been committed to providing their users with the best training material whether via web tutorials, user manuals, regular webinars, or in-person classroom courses. As part of this commitment, they are running an expert-led Zoho CRM administrator classroom course in London to help you gain hands-on experience with managing users, automating sales processes, customising your implementation, getting to know Zia, and much more. So bring your laptop and charger (as there will be hands-on exercises) and head down to central London for three very productive days!

Course Description

Zoho CRM Classroom Training for Administrators will help you gain hands-on experience with automating sales processes, managing users, setting up sales territories, securing your customer data, customising CRM solution to your industry, and other topics.  You will also get the opportunity to interact with product specialists and learn the best practices of CRM implementation.

Course Structure

Monday, August 13 (9am – 5pm)

  • Introduction to Zoho CRM
  • Organisation Setting
  • Data Security
  • User Management
  • Customisation – Essentials

Tuesday, August 14 (9am – 5pm)

  • Communication Channels
  • Territory Management
  • Automation – Essentials
  • Data Administration
  • Marketplace

Wednesday, August 15 (9am – 5pm)

  • Customisation – Advanced
  • Automation – Advanced
  • Zia
  • Portals
  • A Day in the Life of a CRM Administrator

On all of these days you will get the opportunity to interact with Zoho CRM product specialists.

How to Attend

If you would like more information, or just want to chat about the course, then please feel free to contact us.

Click the graphic below to see more and to reserve your training seat: Zoho logo

Classes are also coming soon to Australia (August 8-10) and Canada (September 5-7).

Afraid of GDPR? No Need for Fear

By | Business Management, CRM, GDPR | No Comments

man with head in sand about GDPRHave You Been Putting This Off?

By now you’ve heard about the General Data Protection Regulation (GDPR) coming into force on May 25. You’ve either been prepared for a long time or you… haven’t.

We understand. We know you’re in business to do business, not to focus on regulatory compliance. But it’s not too late for you to show that you’re taking steps to do the right thing with your data.

First, let’s quickly get you up to speed.

Basic Facts about GDPR

  • The GDPR is designed to protect the rights of European residents to their property (their data) that you might hold.
  • GDPR defines personal data as “any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier”. Another way to say this is that if you have a record that can be tied to an individual, the data in and linked to that record is personal data.
  • GDPR is good for business. Your compliance demonstrates that you are up-to-date with technology, trustworthy with data, and respectful of the law and your clients’ privacy.
  • The best way to maintain and prove your compliance is with a professional-quality CRM (Customer Relationship Management) solution.

Broad Requirements of GDPR

  • Understand where you get your data and what you do with it (accountability)
  • Know what your customer data actually contains (data usage)
  • Properly gain customer authorisation to hold, use, and/or share their data (consent)
  • Allow customers the right to know what data you hold about them, and generally to say what can and cannot be done with it (right of access)
  • Protect your customer’s data from unauthorised access and use (data security)Control over your GDPR data

Get Peace of Mind

Caldere Associates are experienced data scientists who use CRM and data analytics to help businesses understand and process their customer data sensibly and efficiently. We can take stock of your existing data and help you rapidly achieve your compliance goals. Contact us as soon as you can so we can do our best work for you.

Additional Resources

 

Caldere Welcomes New Act! Certified Consultant

By | Act!, CRM, Support | No Comments

Welcome our newest Act! Certified Consultant!

We at Caldere would like to welcome our newest Act! Certified Consultant, Sasha Albertini! Sasha just completed her Act! Certified Consultant certification exam with a perfect score. (This shows how far she’s come since taking on a more significant Act! support role with us in 2016!) As a result, Sasha will be able to work directly with Swiftpage on your behalf to make sure you get the best possible service and support for Act! CRM.

Act! Certified Consultant ribbonProfile

Sasha comes from a very strong database support background that includes product data management (PDM), enterprise resource planning (ERP), and project management support and user training, as well as CRM installation and administration. Additionally, Sasha qualified earlier this year as a Salesforce Certified Administrator and is assisting in Caldere’s Zoho and Microsoft Power BI implementation projects.

With over two decades of experience working closely with IT clients in large and small corporations, Sasha prides herself on her approachability and problem-solving tenacity. She believes in your business knowledge and understands that you have the best approach to making your own business successful. Most of all, her mission is to make sure your software works for you and keeps you working, rather than to demand that you tailor your expectations to the software.

What’s Next

The next step for Sasha is to increase her data analytics and BI skills. Along with the high level of experience and skill that senior Caldere staff already possess in business intelligence, database administration, and software development, this will ensure that every one of your Caldere consultants has the very best and deepest understanding of what data is, how to keep it safe, and how to make it work most effectively for you and your business.

Sasha invites you to contact us to find out why it’s better to be a Caldere client!

Caldere Leads with the Top 3 CRM Leaders!

By | Act!, CRM, Salesforce, Zoho | No Comments

Of the 20 most popular CRM software packages reported by Capterra, Caldere supports all of the top 3!

Contact us today to talk about which of these are right for your company and how we can get you started quickly and easily. If you are already a user of one of these packages, let’s talk about how Caldere can make your experience even better and help you gain profitability and productivity.

Top CRM Solutions

Even More Tools with Act! Premium v19.1

By | Act!, CRM, Maintenance | No Comments

Announcing the NEW eCommerce Connections

Now in Act! v19.1, Premium subscribers can connect directly to popular eCommerce solutions!

eCommerce Connections graphic v19.1

With the new eCommerce Connections, you will be able to:

  • eCommerce Connections History Tab v19.1View your customer purchase history for these solutions
  • From the History tab, view Order ID, Quantity, and price of items in the order, and the order total
  • Send targeted marketing campaigns to groups of eCommerce customers
  • Inform your sales conversations with pertinent details about a customer’s visits and buying habits
  • Boost all of your sales and marketing efforts
  • Start doing all of this without having to install separate apps or plug-ins

New functionality in Act! Companion for mobile users

Users of Act! Companion (first made available in v19) will now have the following additional functionalities in Act! v19.1 to eliminate needless picks-and-clicks and to enhance productivity on the go:

  • Quickly create a History from the Business Card view
  • Use @ mentions to associate history (meetings, events, calls, notes, etc.) to contacts or other users

Take advantage of multiple quality enhancements 

In response to user feedback, Act! v19.1 has put out several updates that you’ll want to incorporate into your installation. Make sure you have all of the new functionality and experience enhancements that make Act! the right solution for your business.

Contact us to learn more about how to upgrade to v19.1 and get the latest technology working for you!

Microsoft Power BI is Magic Quadrant Leader – Gartner

By | Act!, Business Intelligence, CRM, Power BI | No Comments

Gartner positions Power BI as the leader in its Magic Quadrant

Power BI leads the pack again!

Miguel Martinez, Sr. Product Marketing Manager, recently published this post in the Microsoft Power BI blog to call attention to some astonishing news about the platform. Microsoft Power BI general manager Kamal Hathi has confirmed in this post in the official Microsoft blog that Gartner* has positioned Power BI as a Leader in their 2017 Magic Quadrant for Business Intelligence and Analytics Platforms for the tenth consecutive year (see diagram to left).

Across all industries, organisations recognise the power and opportunity that come with the implementation of a fast, effective analytics and data visualisation tool.  The ease of use of the Power BI platform and the simplicity with which users can share insights in real time are key reasons why we use and recommend it to link to and make sense of the wealth of data locked in an Act! database.

At Caldere, we think Power BI is the right choice to optimise our Act! database, and we’d like to show you why. Microsoft has shown a huge commitment to the Power BI project. Their roadmap for the future includes new ways to collaborate with users and continually upgrade the platform. We are confident that implementing Power BI along with a strong database will help any business, especially in the SME sector, gain a critical edge over their competitors.

Don’t forget to check out our video demonstration of how to quickly and easily connect an Act! database to the Power BI desktop.

 


*(The Microsoft blog post includes this disclaimer: The graphic was published by Gartner, Inc., as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.”)

The New Act! v19 Upgrade – How To Get There

By | Act!, Administrative, Business Management, CRM, Maintenance, Tips and Tricks, Training | No Comments

So now that you’ve read our post and information page about the great new features of Act! Premium v19, what’s the way forward? Here’s a road map to preparing for and implementing a smooth v19 upgrade with Caldere.

v19 upgrade signCheck Your Vehicle

You will need to inspect all parts of your system to make sure they are operating properly and meet the minimum system requirements. If you’re not sure, we’re here to help.

If you need a license for v19, we can arrange this. (Some users, such as those with subscriptions or some of those who recently purchased v18, may already have a license.) Contact us and we’ll help make sure your license is in order for your v19 upgrade.

If you are upgrading from a version of Act! other than v18 Premium, and you are using or may use remote database access (such as for users who work from home, or mobile users), you must make sure that your SQL database engine is properly updated. We can assist you.

Backing up your databases before you upgrade isn’t just a good idea, it’s a critical step in any upgrade in case something turns out to be incompatible or not to work as intended. Backing up before, and in the worst case, restoring after, an upgrade can be intimidating and technically tricky. If you haven’t done this before, it’s critical that you do it (you would be surprised how many users we’ve seen who don’t know how). Some older databases may even need to be converted before the v19 upgrade. We are experts in this and can show you how to make sure you’re protected.

Most importantly, make sure your data is clean and organised. A clean database, free of accumulated garbage and duplicates, eliminates most everyday data issues and makes your work faster and more efficient. We know some tips and tricks that will help you tune up your data fast so you don’t also upgrade your problems!

Look Both Ways and Behind

If you are currently a Premium Cloud user, it’s important that you don’t attempt to upgrade on your own, or you could lose your ability to synchronise your data. Contact us to get a readiness assessment and understand what your next steps are.

If you share a database with other users (even if the other users are just the other computers you use), do not upgrade only your machine, or only some machines and not others. The versions of the database and the users must match. Contact us to help navigate the ins and outs of upgrading your server and organising all of your users, both direct-access and remote.

Checking your existing software for compatibility is always worth the small time investment. This includes making sure any customisations within Act! itself, as well as any add-on software, operate as expected in the new version. We can help you avoid roadblocks and known issues that can make your new installation troublesome or even cause crashes.

Know Where You’re GoingYour destination - v19

Act! v19 comes with brand new features and useful functionality that you may not have considered implementing until now! To get the full value for your subscription and the fullest use of your valuable data, we recommend you think about ways you can integrate these things into your business. We can discuss ways in which we’ve seen other businesses use these strategies, and help you get up to speed.

When it’s time to apply the actual upgrade, you can put us in the driver’s seat so we can do the setting up of your server, apply the upgrade and any necessary remote sync support to user computers, and make sure any after-upgrade configurations are implemented properly. We’ll catch problems as they occur and work with you to fix them immediately. This will prevent any unnecessary disruption and get you back to work in the minimum possible time.

After your upgrade, our team of experts can train you in any aspects of Act! into which you want more insight. We can provide necessary maintenance and support to make sure you don’t run into trouble on the way. This will make sure you run smoothly and avoid downtime that would cost you money and productivity.

Get the expert assistance of an experienced pit crew… contact Caldere by web form, e-mail, or phone to discuss Act! v19 and plan your v19 upgrade! 

Customise Your Web Info Pages

By | Act!, CRM, Tips and Tricks, Training | No Comments

Get even more info in Web Info!

The Web Info tab in the Contact Detail Page is a powerful way to pull in Internet information that pertains to your contacts. The included links perform searches based on the information found in your contact record. You can search for a contact’s Internet presence in several social media networks, find news or location information in Google News and Google Maps, and link to the contact’s website. We covered how to access and use the basic Web Info functionality in this recent article.

In that article, I promised to show you how to add more functionality to the Web Info tab. You can add links to different pages. You can use existing links as templates to create similar links that draw from different fields in your contact record. You can remove links if they provide no useful information for your database. The way to do this is to access the Edit Links functionality on the Web Info tab.

How do I add a new link?

First, you need to remember that the Edit Links functionality affects the Web Info page of every contact in your database. You don’t have to use a link if it doesn’t pertain to a contact, but the link will be present on the Web Info page anyway. Also, if you delete a link, it deletes that link for every contact.

Let’s look first at an example of adding a link type to the list. Maybe you’d like to add company information from your Hoovers Online subscription to the available links shown from within your contact. (Hoovers is one of the websites that are useful for sales people who want to prequalify prospect companies, or who want to find the names and contact information for their key personnel.)

  • First, navigate to the Web Info tab of your contact’s Detail Page, and click Edit Links on the left.

  • The Edit User Links dialog box will appear. To begin adding your new link type, click Add.

  • A new line will appear in the list. Enter the new link type name in the Site Name column. Double-click the next space to activate it, and enter or paste the link to the page (in this case, the Company Search page) in the URL column. Click OK to exit.

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  • The new link will appear in the list with the name you specified. Clicking on it will bring up the page associated with the URL you entered. Act! will insert the new link name alphabetically into the list after you refresh the page.

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OK, that’s simple. How do I make a more advanced link?

The first way to make a more advanced link is to write HTML code into your link. To request Act! to perform a search automatically when you click on a search page link, instead of just bringing up the webpage, you need to know a little about how the webpage performs a search. In the case of the Hoovers website, the code for the search functionality is http://www.hoovers.com/company-information/company-search.html?term=caldere%20associates where the section ?term=caldere%20associates means “use Caldere Associates as the search term”.

In order to make Act! automatically search on the contact’s Company on the Hoovers site, you will use ?term= plus the Act! code for the Company field to construct your new link. The field code is {Company}, so the entire advanced link will be http://www.hoovers.com/company-information/company-search.html?term={Company}.

  • Enter the entire new link you constructed into the URL column of the Edit User Links dialog box for the Hoovers Online link, and click OK to complete the edit.

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  • Clicking the new link will bring up the page with the search automatically performed on the value in the Company field.

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What about Advanced Edit?

Advanced Edit is just a way to build a custom link without having to remember how to type in the Act! field codes. You can edit an existing link, or you can copy and paste an existing link with a new name, then edit the new link. For example, let’s say I want to create a new Google search type that searches not on the contact name, but on the company. To narrow the search results, I’ll include the city in the search term, too. Here’s how to proceed.

  • Click Edit Links to bring up the Edit User Links dialog box. Double-click the URL of the existing Google Search link to make it live, then copy the URL. Click Cancel. Click Yes when asked whether you wish to discard your changes.

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  • Click Edit Links again to reopen Edit User Links. Click Add and create a new link, Google Company and City, using the URL you copied. Click OK to save your new link. Click Edit Links again, then click once on your new link. Click Advanced Edit… to open the Advanced Edit dialog box.

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  • In the Source URL section of the Advanced Edit dialog, carefully edit out {Contact} from the text box. Leaving your cursor at the end of the URL in the text box, make sure Contact Fields is selected in the Select Fields section.Choose Company in the list, then click Add to enter {Company} into the URL. Type a space after {Company}, because in Google Search, search terms are separated by a space. Then click City and Add to enter {Cityinto the URL. (As a check, you will see the Act! Field Name entered below. The example values from your contact are shown in Example Value. Each contact will have its own values for Company and City and the search will use the values for the selected contact.)

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  • Click OK to save your changes. When you click the new link, it will automatically perform the search you set up based on the fields you chose (yellow rectangles).

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Why Do You Need CRM? Top Six Reasons

By | Act!, CRM, Tips and Tricks | No Comments

Here’s what CRM really is

Businesses often use CRM (Customer Relationship Management) technology without a clear understanding of why they should use it, or even what it is. As a CRM professional, I often have trouble explaining to people what it is I do. My mother-in-law, in her mid-60s, understood when I told her, “Imagine if your Rolodex automatically kept track of every contact and every meeting you had with the people you dealt with in your business, and let you search within all that information for things you need to know” (she’s a smart lady, but she’s not a data professional). Since we at Caldere are professionals who use, maintain, and administer data, and you probably are too if you are reading this blog, we need to understand CRM a bit more technically.

Salesforce Europe provide a good starting definition:

Customer Relationship Management (CRM) is a strategy for managing all your company’s relationships and interactions with your customers and potential customers.

On a deeper level, Bain & Company think of CRM as a process that companies use to understand and react to their customers:

CRM technology allows firms to collect and manage large amounts of customer data and then carry out strategies based on that information. Data collected through focused CRM initiatives help firms solve specific problems throughout their customer relationship cycle—the chain of activities from the initial targeting of customers to efforts to win them back for more.

Clearly CRM technology is something that modern businesses need if they are to keep up with the information they gather daily about the people who are most important to them.

Some top reasons why businesses need CRM

6. Your paper “solutions” aren’t good enough anymore

Are you one of those people who has to have the latest TV and mobile phone, and perhaps a cool laptop to take to the coffee shop, but in your office you make do with collections of business cards and 3-ring binders full of notes? CRM technology is as critical to business as Google is to using the Internet. You can’t tap a phrase into a file cabinet and have it arrange your information so that it shows just the contacts who meet your criteria. You can send a paper marketing mailout, but you won’t get the attention of people who check their email twenty times for every time they check their post.

5. You don’t need to worry that you’ll lose your data

Office administrators know how vulnerable your paper notes are to being mislaid, misorganised, or discarded. IT professionals, similarly, know how vulnerable data is even when it is stored on your laptop or desktop, or on your office server. Servers can crash. Hard drives can fail. But a good CRM solution, administered by a good CRM provider, will be structured in a secure manner on servers that are maintained and backed up regularly. The advent of cloud computing brings you data anywhere and anytime, so long as you can access a connection. No matter where you are in the world, the critical customer data you gather is immediately accessible to your colleagues in every other location where you do business.

4. Your information is centralised

Similarly, customer and client information does nobody any good when it is locked into separate laptops accessible only to single users. Emails are usually stored in a single system, but are invisible to other people who work with the same clients. Communicating through a CRM system allows everyone in your organisation to see and keep up with what is happening to your relationship with a given client. Nobody has to look unprepared or uninformed because they missed the latest discussion or a critical meeting. Every piece of information can be made available to everyone who needs to know.

3. You can understand the past

There’s really no good way to look back into the history of your relationship with a customer without using CRM technology. If you want to look back in time and understand how things have progressed, you need a solution that tracks all of their communication… their sales history… their feedback… their issues. You’ll be able to save clients by knowing how to anticipate their needs and forestall common problems. You’ll be able to create marketing materials based on purchase and communication history.

2. You can coordinate the present

Using what you’ve learned about the relationship you have with your customers, you can make your business into a responsive and confident authority. You can design programs that give your customers the right kind of customer service experience. You can get sales and support staff talking to each other so that they can work together to give customers what they only guess they’ll need next. You can use customer feedback to tell you where your resources are best spent. You can use past sales history to suggest what potential maintenance issues a customer might be facing. In addition, you can plan your time using built-in calendar and task management so that every process is done right the first time.

1. You can foretell the future

Once you understand the past, and know what to do in the present, you will have a reasonably good idea what your efforts now will give rise to in the future. Things that used to come as complete surprises will be explainable, and you can plan for them, when you know why and how they happened. The better your data is in your history, and the better you track your campaigns, projects, and events, the more you can know about what is likely to happen in days, weeks, or months… with respect to individual clients, client companies, locations, or entire markets with which you have a relationship. New technology such as Business Intelligence (BI) can give you even more detailed predictive analysis to make the future much easier to plan for and to help you ask the right questions of your valuable data.

How can my company get more out of CRM?

Every company has some sort of customer relationship management system, even if it’s just a few accounts held in the CEO’s memory. Caldere, experts in CRM technology, can help you evaluate your current system and show you ways to better organise your data so it is more transparent and accessible. Effective, powerful solutions are available for every type of organisation. No organisation can afford to fall behind when it comes to managing their relationships with their customers. Contact us for a meeting and demonstration so we can show you what the current state of the technology is, and find the best solution for your needs.

Improve Your “Social” Life with Web Info

By | Act!, CRM, Tips and Tricks, Training | No Comments

Why should I use Web Info when I already use Social Updates?

In our previous post, we showed you a quick and simple way to link your contacts’ Facebook and Linked In social media profiles to their record in your Act! CRM database by using the Social Updates tab. But your contact has more online presence than a Facebook and Linked In account. They use email. They have a personal or professional website. They have a physical location where they might meet with you. Other people might write about them, such as investment sites or feedback forums. You can link to all this by using the Web Info tab.

Like the Social Updates tab, the Web Info tab uses Internet Explorer to open the Internet information you want to associate with your contact. All it takes is a few clicks. You can even tell Act! to link to additional information you specify (I’ll be covering this in an upcoming blog post). All of this will be included in your contact record and accessible from within Act!.

Sounds good! How do I do that?

Start by accessing your contact’s record in your Act! CRM database.

  • Login to your Act! database. Navigate to the Detail View of a contact whose Internet information you wish to view.

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  • Click the Web Info tab.

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  • Choose one of the User Links on the left side of the tab to view that page on the Internet. In the example below, I’ve chosen Google Driving Directions. Act! entered the contact’s address automatically as the destination (yellow rectangles), and I entered the starting point.

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Contact’s Website will bring up the URL of the contact if it is listed in the Web Site field, and if the page is working (the example site is real, but there is no information in it). Google Maps will automatically show you the location in the Address fields. Google News Search will bring up a search in Google News with your contact’s name (the Contact field) as the search term. Google Search will perform a basic Google search on your contact’s name.

For other choices under User Links, you may need to enter some information when Web Info brings up the web page. You may already have Facebook and LinkedIn configured on the Social Updates tab, but they will not necessarily be configured the same way here.

How do I change what I see on this tab?

There are some controls at the top of the tab that allow you to work with what is presented.

  • The four buttons at the top of the tab are the same as Back, Forward, Reload, and Stop Load in your regular browser.

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  • Choosing Open Browser will open an external instance of Internet Explorer to the selected page. Copy Link will copy the URL of the selected page so you can paste it into a different browser or into a document.

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  • If you have opened a search result from one of the search pages, or navigated to an interesting web page, clicking Attach Web Page will insert the selected URL into your contact’s History so you can refer to it later.

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  • Clicking Increase Tab Size temporarily increases the height of the tab so that it covers the Detail Page information and gives you better visibility of the web page. When the tab is expanded, Increase Tab Size changes to Decrease Tab Size. Clicking Decrease Tab Size resets the tab to its original size.

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That’s great as far as it goes, but didn’t you mention I could include additional information?

Yes, you can customise your User Links! You can change existing links, use existing links as templates to make similar links based on different fields, or add new links based on useful information. Since this functionality is a bit more complex and some changes involve simple coding, I’ll cover that in another post. You’ll access this functionality through Edit Links.

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Click this link to access the next post about how to use Edit Links to add more info to your Web Info!

How Can We Help?

Find out how Caldere can help you to build a more successful business:
Call +44 (0)118 945 6220 and speak to one of our dedicated specialists.

Contact us!