Transcript
Page 1: What are Customer Relationship Managers

ACT! 2007Act! Training Course by Terinea IT Business Solutions

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• Introduction• Customer Relationship Manager• ACT! 2007 • Additional

Overview

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What Is Act 2007?

ACT! increases the productivity of your team while providing your organisation with scalability, centralised administration, advanced security, and deployment options required to drive your business.

www.sage.co.uk/act

• Contact Management Software Package

• Allows users and organisations to manage

business relationships

• Tailored to meet your business requirements

• Designed for small to medium sized businesses

• The worlds leading contact management software

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Customer Relationship Manager

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What is Customer Relationship Manager

Customer relationship management (CRM) covers

methods and technologies used by companies to manage their

relationships with clients. Information stored on existing

customers (and potential customers) is analyzed and used

to this end. Automated CRM processes are often used to

generate automatic personalized marketing based on the customer information

stored in the system.

Wikipedia

Relationship Management concerns the relationship between the organization and its customers. Customers are the lifeblood of any

organization be it a global corporation with thousands of employees and a multi-billion turnover, or a sole trader with a handful of regular customers. Customer Relationship

Management is the same in principle for these two examples - it is the scope of CRM which

can vary drastically

Business Balls

CRM systems enable businesses to actively manage customer relations in an organized and strategic manner. In practice that means developing a company's methodologies, internal operations, software and Internet capabilities to be

able to better address customer needs and, as a result, make customer relationships more profitable.

Strategis

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Customer Relationship Manager

Contact Relationship Manager

Sometimes referred as…

Database Marketing

Community Relationship Manager

Predictive AnalyticsCustomer Intelligence

Sales Force Management System

Customer Experience Manager

Business Intelligence

On-Demand

Telemarketer

Customer Reference Management

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Other Companies View

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Information Organisation

Without Customer Relationship ManagerWith a Customer Relationship Manager

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Act, The Business Platform

AWCBUSINESS

DATA

AWCBUSINESS

DATA

ACT ACT

Your Customers

AWC Staff

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Some Act’s Benefits

Business data can easily be extracted and represented at different levels Managerial Marketing Sales

Allows small businesses to complete multitude of tasks with limited staff levels

Share business data easily between co-workers Reduce paperwork and centralise business

information Automate tasks and follow up sales prospects

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ACT!

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ACT Hierarchy & Features

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A Closer Look At ACT!

Six main screens or components Contacts Groups Companies Calendar Task List Opportunity Lists

All of them are interlinked - Several ways of adding a new contact for example… Under the contacts tab New sales opportunity While adding a new To-do task, etc

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Contacts View Contacts as record or a list of contacts

Add/Edit/Delete Contacts Assign contacts to groups/companies/divisions or departments Duplicated Contact, for new contacts within an existing company Lookup via anyone field

Insert a note (Instead of using yellow sticky notes!) Schedule Dialog Box…

Call Meeting To Do Then send call/meeting/to-do schedule to a email contact (Confirm with customer/colleague)

New Opportunity – Taking a sales enquiry Add new a contact Define AWC fields under “User Fields” Set the status of opportunity/likely hood of sale/turn round

Insert user details into third party program such as MS Word ACT! Word Processor Outlook (Email them)

Show Contact Location Secondary Contacts

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Companies

You can view companies one at a time or as a complete list

Under each company you can view an related attributes such as… Contacts (Company employees) Notes (All notes from all employees of than

company) History (Journal of events) Activities (Schedule meetings/calls etc) Opportunities (Sales) Documents (Spreadsheets, Word Doc’s etc) Addresses (Billing/Shipping) Company Information (Stats, MD, Account Manager)

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Companies Screen (ii)

By inserting a company division you can create… Departments Project Teams Sub Companies

Insert Company Notes Attach Files & Documents

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Groups

You can view Groups as a Record or Lists Add/Remove Groups & Sub Groups Add/Remove Contacts/Divisions/Companies

to Groups Groups can be…

Customers/Employees/Suppliers Project Teams Managerial Groups Potential/Old Contacts

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Reports

Reports can be displayed/exported as… Print Previews Rich Text File HTML (Web) PDF (Adobe Reader) Text Printed E-mailed

Can be filtered by User Date

Include additional activities (Calls, Meetings, To-do’s, Notes)

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Report Types Contacts / Contact Directory Phone Lists Activities Notes/History History Summary | History Summary Classic |History Time Spent Contact Status | Other Contact Reports Source of Referrals Group Reports

Group Membership | Group Summary | Group Comprehensive Group List | Other Group Reports

Company Reports Company Membership | Company Summary | Company Comprehensive Company List | Company Directory | Other Company Reports

Opportunity Reports Sales Analysis by Record Manager | Totals By Status | Adjusted for Probability |

Pipeline Report Opportunities By Record Manager | Opportunities By Contact |Opportunities

Graph / Pipeline Other Opportunity Reports…

New / Edit Template

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Report Designing

Design custom report from scratch or existing template

Insert… Custom fields Graphics Tables Sub Reports Filters

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Calendar

You can view events such as meetings and calls by Day Week Working Week Month

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Task List

The Task List displays Telephone Calls Video/Conference Calls Meetings Personal Activity Holidays (Vacations) To-do

You can… Filter (Priorities/Type/Dates) Customise the columns Duplicate Task Jump to contact related/allocated to task

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Opportunity List

Your Opportunity List can be display by Dates Process > Stage Probability Sale Revenue User

Statistics can be display as… Opportunity Pipeline Line/Bar Graph

Manage Product List Manage Process and Stages

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Additional Features Mini Calendar Convert Group to Company Internet Services

Service & Support Add-On’s, etc

Annual Events Search Keyword Search Calendar Access Document & File Management Manage (Fields Types)

Activity (Call/Meeting/To-do/Holidays) Priorities Events (Xmas/New Year/Bonfire Night/World Cup)

Write a… Fax/Memo/Email/Letter Mail Merge (Email/Printer/Word Processor) Other Document from templates

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Advance Features

Your own fields and tables Layout of ACT! (Design Layouts) Manage Users Password Policy Database Maintenance Convert Synchronisation Handheld Setup Outlook Activities Export to Excel Preferences

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Additional Information

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Further Resources

How to really understand your customers http://www.workscience.co.za/ideas/OE%20redraft%202006%2

0-%20How%20to%20really%20und%20customers.pdf Creating a Relationship Centric Organisation

http://www.idealware.org/articles/relationship_centric_org_CRM.php

Wikipedia ttp://en.wikipedia.org/wiki/Customer_Relationship_Management

Sage http://www.sagesoftware.com/ http://www.act.com/ http://www.act.com/products/solutions/index.cfm

Act! 2007 for Dummies http://eu.wiley.com/WileyCDA/WileyTitle/productCd-

0470055146.html http://www.dummies.com/WileyCDA/DummiesTitle/productCd-

0470055146.html

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Credit

Definitions http://strategis.ic.gc.ca/epic/internet/inee-

ef.nsf/en/h_ee00253e.html http://www.businessballs.com/ http://en.wikipedia.org/wiki/

Customer_Relationship_Management

Additional CRM Diagrams http://www.ajel.com/ http://www.inovaware.com http://www.micronetwebsolutions.com

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History of ACT!

ACT! Stands for Automated Contact Tracking Act! Was first released in 1986 with version 1.0

for DOS Latest Version is ACT! 2007 (Version 9) Act! Was founded by Contact Software

International in 1986 Bought by Symantec in 1993

Purchased by SalesLogix in 1999 Currently owned by Sage since 2001

ACT! Competitors include Oracle, IBM, Salesforce.com, SugarCRM, Microsoft

Dynamics CRM, MySAP, SAP etc

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CRM Components

CRM’s can be broken down into three key components

Enhance Company

Relationship with

Customer

Front Office

Operations (sales,

marketing, service

etc)

Interaction With

Customers (email, letters, phone,

meetings, fax etc)


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