CRM Reports Every Business Needs

Posted by Staff Writer on Apr 18, 2014 1:41:35 PM

Even if we assume the data collected within a CRM system is of good quality, the raw data itself is of little use unless it is regularly analyzed. Typically once it’s implemented, a lot of CRM performance related questions tend to surface. What are the quarterly sales projections? What is the status of the pipeline? What is the average sales cycle this quarter? How efficiently are customer issues resolved? Which customers are driving the most sales? With the right information collected and tracked, CRM reports and analytics can provide insightful answers to these important business questions.

And, while CRM reporting offers a tremendous opportunity to gain a more accurate external picture of customer’s behavior and revenue, these reports can also pave clearer paths to internal workflow and productivity.

CRM reports are typically categorized into four main categories:

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Topics: Reports & Analytics

A Better Breed of CRM Consultants

Posted by Staff Writer on Apr 1, 2014 7:07:00 AM

A better breed of CRM ConsultantsThe term “consultant” doesn’t always sit well with professionals. Still, it’s necessary for many businesses to outsource help when internal resources just can’t cover the territory to get important projects done. Whether your descriptive term is “business process consultant” or “workflow consultant” or even simply “CRM consultant,” the business world is seeing a new breed of consulting characteristics that is shifting the perceptions of consulting altogether. Some might even argue that this shift is actually yielding more opportunities for consultant roles within organizations, or better yet, challenging consultants to incorporate an even higher-level business value as part of their repertoire. One way or another, CRM consultancies are responding positively to the changes in an effort to better service their clients.

So, what exactly does this new breed of CRM consulting look like?

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Topics: CRM Consulting, Customer Service Best Practices

HubSpot vs. Salesforce: Workflows

Posted by Cathy Boudreau on Mar 21, 2014 6:45:00 AM

Sometimes, when we talk to prospects about Salesforce and HubSpot, there is some confusion on features that have the same name. In the end, the prospect simply wants to know the difference or whether they can get away with using either Salesforce or HubSpot rather than both. Previously, I discussed the difference between campaigns in Salesforce and HubSpot. Today, I’m going to focus on Workflows.

It turns out, workflows in HubSpot and Salesforce are very similar. As you likely know, a workflow basically automates a series of process. Workflows are great because you can standardize a set of steps for each lead/contact. Each will be treate

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Topics: Salesforce.com, HubSpot

Planning Your CRM Database Migration from the Get-Go

Posted by Staff Writer on Mar 18, 2014 11:11:00 AM

Almost one year ago to the day, we published a blog about preparing your business for a CRM database migration. Though the best practices for migrating data across systems hasn’t really changed, your CRM database most likely has changed, in some form or fashion.

If your business is in the beginning stages of changing CRM systems (whether updating, upgrading or even switching systems), preparing your data for migration will help avoid future complications or setbacks during the data migration as well as the other phases of your CRM roll-out. And, since your data holds tremendous value for your business, overlooking this critical component can cost your business more than just time and money.

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Topics: CRM Best Practices, CRM Implementation, Data Management

HubSpot vs. Salesforce: Campaigns

Posted by Cathy Boudreau on Mar 14, 2014 6:23:00 AM

As a Salesforce and HubSpot partner, we often talk to prospects about features that seem to be the same in both Salesforce and HubSpot, but aren’t. A good example of this is Campaigns – what is the difference between Salesforce campaign and HubSpot campaigns? The short answer is: a lot, but they really work together. Let’s get into it.

In HubSpot, there is a Campaign Tool. This tool allows you to cluster together several activities related to a marketing campaign so you can measure the effectiveness. For example – We recently launched an Ebook on CRM Training. As part of this campaign, I created a Landing Page, a blog post, a couple of emails, a workflow, a call-to-action, social messages. Naturally, you’d want to track the visits, clicks, leads generated, etc. With the Campaign Tool, you can tag each of these individual pieces with the Campaign name (in my case it was called CRM Training eBook). Now, when I go look at the campaigns, I can see all of my marketing efforts and the analytics all on one page (kind of like a dashboard).

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Topics: Salesforce.com, HubSpot

How Sales Managers Can Boost CRM Adoption

Posted by Cathy Boudreau on Mar 11, 2014 2:16:57 PM

You have the CRM system but now the challenge is getting the users to adopt it.  As a Sales Manager, you can quickly see the value of a CRM system and have likely used one in the past.  Sales people, however, may be a different story.  Some may view it as management micro-managing them, while others don't want to be bothered to take the necessary time to learn a new application.  Whatever the case may be, CRM is a useful tool for both sales management and sales representatives alike.

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Topics: CRM Best Practices, CRM Training, CRM Adoption

Low Customer Complaint Rate Doesn't Mean Happy Customers

Posted by Staff Writer on Mar 4, 2014 2:42:00 PM

Assuming your customers are happy and/or satisfied doing business with you is a dangerous underestimation. Whether the assumption is a result of customer passiveness, a poorly designed complaint portal, or another, we must address the fact that a low customer complaint rate doesn’t mean your customers are happy. In fact, Lee Research states that for each customer complaint, there are on average 26 other unhappy customers who remain silent. Remain unhappily silent. And, when you think about the 96% of unhappy customers that never complain, businesses are missing out on tremendous opportunities for growth and improvement.

Though, not all businesses operate under the same philosophy when it comes to the customer experience, and it’s still surprising how some businesses (small to large) continue to ignore, or (worse) have no clue about, how their customers feel about their brand. According to Harvard Management Update, while 80% of businesses feel they deliver superior customer experiences, only 8% of their customers agree. Essentially, it really doesn’t matter if your customer complaint rate is high or low. What matters is your business’ awareness of how your customers feel and if you’re doing everything possible to ensure they’re happy doing business with you.

Doesn’t good service mean happy customers?

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Topics: Customer Service Best Practices, Salesforce Service Cloud

Salesforce Security: How Identity Confirmation Activations Help You

Posted by Cathy Boudreau on Feb 25, 2014 12:57:00 PM

Are you concerned that a mobile device will be the end to your Salesforce data? You can stop worrying... Identity Confirmation Activations have you covered. Identity confirmation is used to verify the identities of users coming from unknown devices and gives you an extra layer of security.

When a user comes from an unknown device with a new IP address, the user is challenged to provide a identity confirmation cote that is delivered via email or SMS. Once the user puts in the PIN code, the device (and client browser) is considered activated.

Additionally, Identity Confirmation Activations allows Salesforce Administrators and End Users to see device IP address and client browser information that has been activated. It also gives Administrators the ability to revoke the activation status for a given user's device/browser combo.

Administrators are provided with information about all of the activated device IP addresses and client browser information for all users in their organization. They can revoke the activation status for one, many or all users and can even filter on specific criteria (such as username).

Not only is there additional security for users logging in for the first time, but Identity Confirmation Activations also provides security if a mobile device was lost or replaced. The Administrator simply revokes the lost device and client browser activation status and anyone trying to access the organization from that revoked device will be challenged for identity confirmation.

End users are also allowed to revoke the activation status for THEIR OWN device. For example, if a user logs into the organization and looks at their activated devices, he or she may notice that there are several devices activated. If they know a particular device is not being used, they can revoke the activation status.

How can you check the Activation Status? It's simple: From Setup, click Security Controls | Activations. Look at the Activated Login IP section for login IPs or scroll to the Activated Client Browsers section for browsers. The oldest entries appear at the top of the lists.

You must revoke both the Login IP and the Client Browser information in order to trigger an identity confirmation.

Questions on Identity Confirmation Activations?

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Topics: Data Management, Salesforce.com

Using Salesforce for the Transportation and Logistics Industry

Posted by John Rounseville on Feb 19, 2014 10:09:00 AM

Whenever I work with customers within a specific industry, they often ask me how Salesforce functionality applies specifically to them.  This often occurs when I am working with clients of the Transportation and Logistics industry -- where I grew up as a salesperson.

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Topics: CRM Implementation, Salesforce.com

Can Big Data be Successfully Leveraged by Small Business? Turn your numbers into a tool.

Posted by Staff Writer on Feb 13, 2014 11:32:50 AM

For some reason when I hear the term big data, the show “Hoarders” instantly comes to mind. But, we’re not talking about houses or apartments full of stuff. We are talking about the critical information we collect about our customers. From servers to supercomputers to even CRM, we’ve become quite fond of collecting information and hoarding it. Hopefully the database has been through a couple spring cleanings to keep it alive, but even if you’ve got unlimited Gigs of space, what good is collecting data if you can’t use it? More importantly, how can businesses use the data collected?

The idea of small data is beginning to interject itself into CRM related discussions these days as the original philosophy around “big data” is becoming a tad overwhelming. With all the challenges presented in the collection and management of the copious amount of information we collect about our customers and clients, there is a growing need for smaller, more digestible clusters of data to make better decisions for our businesses.

Does small data mean MORE data?

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Topics: Data Management

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