DatabaseID=[[DatabaseID]]|ContactID=[[ContactID]]|Friday, May 09, 2008

 

CRM Who and What?  (Oct. E-News from 2SS.Com)

 

[[Contact:26]]

[[Company:25]]

 

Dear [[Salutation:40]],

 

‘     [][][][][][][][][][][][][][][][][][][][][][]     ‘

‘     E – N E W S from    ‘

‘     2SS.Com     ‘

‘      Compiled and Edited by      ‘

‘                                             [email protected]     ‘

‘      Mailed on: 10/01/1999 6:47 PM                   Number 15   ‘

‘     Int’l Standard Serial No. - ISSN: 1523-3537‘    

‘     [][][][][][][][][][][][][][][][][][][][][][]     ‘

 

‘     Find E-News promoted at Excite,     ‘

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‘     Please share E-News with others who might be     ‘

‘     interested.  It’s your FREE first-of-the-month, fast     ‘

‘     read, update on technology that will make a      ‘

‘     difference for your organization.     ‘

 

 ‘     In this issue (4 Items):     ‘

‘     ================     ‘

‘     1--CRM WHO AND WHAT?    

‘     2--QUESTIONS     ‘

‘     3--PRODUCT WATCH     ‘

‘     4--FOUR STRATEGIC / USEFUL /     ‘

‘          INTERESTING LINKS    ‘

‘     5--WHY SUBSCRIBE?, 2SS.Com and YOUR    ‘

‘         SUBSCRIPTION.     ‘

 

‘     [][][][][][][][][][][][][][][][][][][][][][]     ‘

‘     --------------Item One-----------     ‘

‘    CRM WHO AND WHAT?           ‘

‘     --------------------------------------     ‘

‘     Customer Relationship Management has been     ‘

‘     getting tons of attention in the electronic press     ‘

‘     and rightfully so.    ‘

 

‘     International Data Corp. (IDC) has labeled CRM     ‘

‘     (Customer Resource Management) as a key     ‘

‘     driver of growth in cross-industry applications.      ‘

‘     They estimate it in 1999 as a $33 billion market.    

‘     One cited example is CRM supplier Siebel     ‘

‘     Systems who raised revenues in 1998 almost    

‘     188% to $332 million.    ‘

 

‘     IDC estimates this market that will swell to    

‘     over $7.5 billion in the next five years.  As a    ‘

‘     result enterprise resource planning (ERP),    ‘

‘     customer relationship management (CRM)     ‘

‘     and  smaller sales force automation (SFA)     ‘

‘     vendors have jumped in to provide solutions    ‘

 

‘     WHAT IS CRM?    ‘

‘     A good starting place is the following glossary     ‘

‘     of CRM-related terms developed by InfoWorld      ‘

‘     a technology industry weekly newspaper:    ‘

 

‘     CIS (customer interaction solution): coined by the     ‘

‘         Aberdeen Group     ‘

‘     CRM (customer relationship management):      ‘

‘         coined by the Gartner Group; encompasses     ‘

‘         sales, marketing, customer service, and      ‘

‘         support applications    ‘

‘     ERP (enterprise resource planning): software that     ‘

‘         links back-office computer systems such as    ‘

‘         manufacturing, financial, human resources,    

‘         sales-force automation, supply-chain      ‘

          management, data warehousing, document     ‘

          management, and after-sales service    

‘         and support     ‘

‘     MES (marketing encyclopedia system): stores     ‘

‘         all product information, information about     ‘

‘         competitors, collateral, and any other    

‘         information supplied by the marketing    

‘         department to assist in the sales cycle     ‘

‘     OMS (opportunity management system): provides    ‘

‘         users with the tools to track opportunities and     ‘

‘         predict possible closed deals; can guide sales      ‘

‘         representatives through a sales cycle to ensure    ‘

‘          that the best methods are used     ‘

‘     SCS (sales configuration system): a      ‘

‘       module or system used for configuring complex     ‘

‘         products and services, such as necessary      ‘

‘         components and pricing     ‘

‘     SFA (sales-force automation): software that     ‘

          provides IT to a field sales force to automate      ‘

‘         sales process     ‘

‘     TES (technology-enabled selling): coined by the     

‘         Gartner Group     ‘

 

‘     WHAT PRODUCTS ARE AVAILABLE?     ‘

‘     Info Word has reviewed CRM extensively in three     ‘

‘     installments.     ‘

 

‘     FIRST,  they compared workgroup sales-force     ‘

      automation tools -- Symantec's Symantec     

‘     Act 4.0, GoldMine Software's GoldMine 4.0,     ‘

‘     Multiactive Software's Maximizer Enterprise 4.0,     

‘     and Sage's TeleMagic Enterprise 3.5.    ‘

 

‘     These workgroup SFA and contact-management      ‘

‘     packages are the low tier of the market. They are     ‘

‘     limited in scope, but they are a viable alternative     ‘

‘     for sales forces of less than 30 people that      ‘

‘     principally require contact- and account-      ‘

‘     management capabilities.    ‘

 

‘     At 2SS.Com we recommend both ACT and     ‘

      GoldMine for different reasons.  If you’re     ‘

‘     interested in why please just ask?     ‘

 

‘     SECOND, in another Info World issue they     ‘

‘     compared middle tier solutions dominated by      ‘

‘     sales- and marketing-automation software for     ‘

‘     companies with 30 to 300 salespeople.      ‘

 

‘     These mid-tier products lack the business     ‘

‘     comprehensiveness of the larger enterprise     ‘

‘     products.  Info World based its evaluations on    ‘

‘     a group of 50 salespeople working in a small     ‘

‘     to midsize company or in a division of a large      ‘

‘     organization three mid-tier solutions -- Applix's     ‘

’     Applix iEnterprise 7.4, Epicor Software's     ‘

‘     Clientele 7.0, and Moss Software's     ‘

‘     ActiveSales 3.1 --     ‘

 

‘     THIRD and finally, the top tier of the market     ‘

‘     includes enterprise-wide SFA products that offer     ‘

‘     contact- and sales-management, customer-    ‘

      service, marketing, and executive-reporting     ‘

‘     capabilities. Vendors include Vantive Onyx     

‘     Software, Trilogy Software and Siebel Systems   ‘

‘     as well as companies such as Baan and Oracle     ‘

‘     which are expanding the market with products     

‘     that add ERP to an enterprise-wide SFA    

‘     software  solution.      ‘

 

‘     Does CRM interest you?  Let us know here     ‘

‘     are E-News and we’ll poke into how to put it to     

‘     use in more detail.    ‘

 

 

‘     [][][][][][][][][][][][][][][][][][][][][][]     ‘

‘     --------------Item Two-----------      ‘

‘    QUESTIONS     ‘

‘     ---------------------      ‘

‘     HOW DO YOU DO CRM?    ‘

‘     In preparing to do this issue we asked strategic    ‘

‘     systems advisory panel member DAVE LJUNG    ‘

‘     for a review of what his firm ‘Gilbert Accountancy’    ‘

‘     is doing.  He responded….

 

‘        Here are some thoughts on our use of      ‘

‘        Goldmine. We are moving towards Gold-      ‘

‘        mine as the origin and tracking point for all     ‘

‘        for all our client communications. We have    ‘

‘        integrated E-Mail and fax so that those      ‘

         transmissions are stored in the client     ‘

‘        database. There is a neat linking feature     ‘

‘        that allows Word/Excel documents to be      ‘

‘        retrieved from within the contact record.     ‘

 

‘        We also use it to track clients by "Industry     ‘

‘        Team", for use in mailings or data collection.     ‘

‘        Naturally, it is used extensively as a phone     ‘

‘        bank and for contact management. We have    ‘

‘        recently begun to use the scheduling feature     ‘

‘        which allows easier access and modification     ‘

‘        than our old paper distribution method.      ‘

‘        Another feature is a synchronization function     ‘

‘        to update our laptops with fresh data.     ‘

 

‘        I can't think of any particular new features I    ‘

‘        would like to see, at this time, but if any     ‘

‘        ideas come to me, I'll let you know.     ‘

 

 

‘     HOW ABOUT YOU?     ‘

‘     Do you have a unique or just valuable way of using  ‘

‘     a contact manager or sales process tool at your     ‘

‘     firm?  Please share it with us in a paragraph or     ‘

‘     we’d be delighted to benefit from your expertise.      ‘

 

 

‘     IS THE DELIVERY HERE?     ‘

‘     On 7-8-99 2SS.Com ordered via a WWW page a     ‘

‘     network hub from the distributor, Merisel, Inc., we    ‘

‘     use.  On 7-9-99 I got onto the WWW to    ‘

‘     check the status of it’s delivery.  Merisel provided     ‘

‘     a FedEx link for my order.  FedEx gave me the     ‘

‘     following message.     ‘

‘     ______________________________     ‘

‘     From:          [email protected] ‘     

‘     [mailto:[email protected]]     ‘

‘     Sent:           Friday, July 09, 1999 11:14 AM     ‘

‘     Subject:      Online FedEx Tracking    ‘

 

‘     Here is the FedEx tracking Info. to complete     ‘

‘     the story....

‘     Airbill Number : 459225934645     ‘

‘     Delivered To : Recept/Frnt desk    ‘

‘     Delivery Location :  FAIR OAKS CA     ‘

‘     Delivery Date : 07/09     ‘

‘     Delivery Time : 10:36     ‘

‘     Signed For By : M.AVILA     ‘

‘     Status Exception : Pre-routed meter pkg      ‘

‘     picked up     ‘

‘     Scan Activity:     ‘

‘     Delivered  RANCHO CORDOVA CA 07/09      ‘

‘     10:36      ‘

‘     Placed on Van  RANCHO CORDOVA CA 07/09     ‘

‘     08:25     ‘

‘     Arrived at FedEx Destination Location  RANCHO     ‘

‘     CORDOVA CA 07/09 06:47     ‘

‘     Left FedEx Sort Facility  OAKLAND CA      ‘

‘     07/09 00:54      ‘

‘     Left FedEx Origin Location  UNION CITY CA 07/08    

‘     16:22     ‘

‘     Pickup Exception  UNION CITY CA 07/08 16:21     ‘

‘     ----------------------------------------------------------------     ‘

 

‘     Note on the 12th line above…..’

‘                         “Signed For By : M.AVILA”     ‘

‘     ----------------------------------------------------------------     ‘

‘     THE PACKAGE WAS ALREADY DELIVERED!!!     ‘

‘     ----------------------------------------------------------------     ‘

 

‘     Does your business work this way?     ‘

‘     Does it plan to?    ‘

 

 

‘     [][][][][][][][][][][][][][][][][][][][][][]     ‘

‘     -----------Item Three----------      ‘

‘     PRODUCT WATCH      ‘

‘     ---------------------------     ‘

‘     PHONE, PAGER, OR MUSIC PLAYER     ‘

‘     In the 90’s people have increasingly and rather      ‘

‘     matter-of-factly expected more and more inform-      ‘

      ation.  Portals on the World-Wide-Web took one     ‘

‘     approach that many of us have come to expect.      ‘

‘     Informational Department stores that lure us in     ‘

‘     with free E-Mail, companionship and shopping    ‘

‘     and keep us coming back with search engine      ‘

‘     answers to our every question on stocks,     ‘

‘     business, medicine, travel, you name it!      ‘

 

‘     ZDNet editor Stephen Howard-Sarin suggests    

‘     the next big thing will be at the other end of the     ‘

‘     information management spectrum.  A hand-held     ‘

‘     device that can handle a multitude of tasks, “—a      ‘

‘     phone, pager, or music player.”   (a device that)     ‘

‘     …wants to be the pocket portal to your most     ‘

‘     personal information.”  He suggests that in 12     ‘

‘     months we’ll see a variety of devices that fit this     ‘

‘     ‘next-big-thing’ prediction.     ‘

 

 

‘     INTERNET DATA ACD ANYONE?     ‘

‘     ACD (Automated Call Distribution) is tried and      ‘

‘     true telephone technology, but now we’re    ‘

‘     beginning to see the idea transferred to the     ‘

‘     world of date and the Internet.     ‘

 

‘     What is believed to be the industry’s first switch-    ‘

‘     based Internet call center can handle audio,     ‘

‘     video, and data together as one contact,.  This    ‘

‘     conjures up the idea of a completely a new level     ‘

‘     of personalized, interactive customer service     ‘

‘     over the Web.     ‘

 

‘     Best of all the PNX ACD doesn’t require a large      ‘

‘     investment in hardware infrastructure. It’s     

‘     Windows NT-based and runs on any multi-     ‘

‘     media PC with a Web browser and Internet     ‘

‘     connection. Also required are a desktop camera    ‘

‘     and H.323-compliant Internet phone.     ‘

 

‘     This may not be the customer relationship     ‘

‘     management answer your business needs     ‘

‘     today.  But you probably agree that the day is     ‘

‘     coming when you will want to have access and      ‘

‘     proficiency with customer-oriented multi-media     

‘     data.  And, now with PNX ACD you can!     ‘

 

 

‘     VIRTUAL INK MIMIO DIGITAL MEETING   ‘

‘     ASSISTANT    ‘

‘     You can take a couple loose parts including:      ‘

‘     *  Special markers, and      ‘

‘     *  What looks like an architect’s drawing tool     ‘

‘        with suction cups… ‘

 

‘     …out from a corner of you briefcase.  Stick it on     ‘

‘     any whiteboard and you’re ready to capture     ‘

‘     onto a PC anything that gets written.  PC     ‘

‘     Computing October 1999 page 132 says the    ‘

‘     markers are a little ‘cumbersome’ to use but    ‘

‘     cheap at $499 compared to buying and     ‘

‘     carrying with you the whole board, cables, etc.    ‘

‘     as with more traditional models.  (Virtual Link     ‘

‘     (617) 623-8387.     ‘

 

 

‘     OLD QUICKBOOKS VERSIONS?     ‘

‘     If you are using QuickBooks or QuickBooks     ‘

‘     Pro 4.0 version or earlier, please act soon to     ‘

‘     get the free Year 2000 update or upgrade to     ‘

‘     the latest version.    ‘

 

‘     The version of QuickBooks software you may     ‘

‘     be using has not been tested for Year 2000     ‘

‘     (Y2K) compliance.  Versions of QuickBooks    ‘

‘     and QuickBooks Pro 4.0 and earlier may    ‘

‘     not continue to work properly beyond Dec. 31,    ‘

‘     1999.  We have made two easy options     ‘

‘     available to our registered users of QuickBooks     ‘

      and QuickBooks Pro:    ‘

 

‘     1.  Intuit is offering a free Y2K update that has     ‘

‘          been tested and meets Intuit’s Year 2000       ‘

‘          Compliant Standard.  The update is available     ‘

‘          to registered users of QuickBooks and     ‘

‘          QuickBooks Pro versions 2.0, 3.0, 3.1 and     ‘

‘          4.0 for Windows, and versions 1.0, 2.0 and     ‘

‘          2.1 for DOS.     ‘

‘                  OR    ‘

‘     2.  Upgrade to the latest version, QuickBooks 99    ‘

‘          or QuickBooks Pro 99 (both have many new     ‘

‘          features and meet Intuit’s Year 2000      ‘

‘          Compliant Standard) at special upgrade     ‘

‘          pricing.     ‘

 

‘     Whichever option you choose, Intuit encourages    ‘

‘     you to respond quickly.   ‘

 

‘     GET A FREE Y2K UPDATE.    ‘

‘     Intuit is offering registered QuickBooks and     ‘

‘     QuickBooks Pro users a free Windows update       ‘

‘     that has been tested to meet Intuit’s Year 2000     ‘

‘     Compliant Standard. By visiting      ‘

      www.order.intuit.com/qby2k you can download      ‘

‘     the update free of charge, or request the update    ‘

‘     be mailed to you on CD-ROM or 3.5-inch disks      ‘

      (shipping and handling fees apply  to shipped     ‘

‘     product).      ‘

 

 

‘     [][][][][][][][][][][][][][][][][][][][][][]     ‘

‘     ------------Item Four-----------      ‘

‘     FOUR STRATEGIC / USEFUL / INTERESTING     ‘

‘     LINKS     ‘

‘     ---------------------------------------------------------------     ‘

‘     1.  Your Internet PC the Dictionary?  Try going to      ‘

http://humanities.uchicago.edu/forms_unrest/webster.form.html to find ‘virtually’ every word that Webster’s     ‘

‘           has ever thought of.  All of them.     ‘

 

‘     2.  Also try WordSmyth at http://www.wordsmyth.net

‘          where they have definitions and more.     ‘

 

‘     3.  Quotations make a nice complement to     ‘

‘          definitions, find them at      ‘

‘          http://www.starlingtech.com/quotes/links.html     ‘

 

‘     4.  Need new or special fonts?  Try    ‘

http://www.pcworld.com/fileworld/cat_index_sub/frameset/0,1460,desktop+fonts,00.html at the PC World Site     ‘

‘          to add to your font collection.     ;

 

 

‘     [][][][][][][][][][][][][][][][][][][][][][]     ‘

‘     ------------Item Five------------      ‘

‘     2SS.Com and YOUR SUBSCRIPTION    

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‘     Contact: [[Contact:26]]     ‘

‘     Company: [[Company:25]]     ‘

‘     Title: [[Title:46]]     ‘

‘     Address: [[Address 1:27]] [[Address 2:28]]     ‘

‘     City: [[City:30]], State: [[State:31]]  Zip: [[Zip:32]]     ‘

‘     Phone: [[Phone:35]]  Fax: [[Fax:36]]    ‘