Monthly Archives: March 2016

Evolutivo: Il CRM Agile

Per sostenere le esigenze dell’ambiente volatile in cui le aziende di oggi operano è importante cambiare, adattarsi ed aver trovato già le soluzioni da proporre ai clienti. Essere agili oggi è un’autorichiesta per il successo di ogni sistema CRM, ed è importante che si capisca correttamente e pienamente la necessità dell’integrazione dei processi agili dello sviluppo e del “piece of software” agile.

Evolutivo CRM ha già voltato pagina, e offre una suite piena di caratteristiche del CRM Agile.
Lavorando con i clienti abbiamo sviluppato un prodotto base, l’EvoTrunk, da cui comincia il processo di personalizzazione. Passando tramite un processo di “evoluzione del prototipo”, già al momento della richiesta il cliente e’ immediatamente in contatto con una piattaforma di start up, dove esplorando e sperimentando, capisce cosa  l’EvoTrunk gli può offrire, e quali sono le “vere” cose mancanti. Gli specialisti del team di Analisi e Disegno del CRM lavorano col cliente, così da aiutarsi a vicenda nella comprensione delle richieste più nascoste che potrebbero influenzare nell’architettura del CRM. Il processo dello sviluppo del CRM consiste in fasi iterattive di comunicazione, sviluppo e di “intermediate software testing”. Tutti gli agenti sono inclusi in questi cicli dello sviluppo per garantire un’integrazione completa del sistema con gli utenti finali. Per questo noi di Evolutivo crediamo che il CRM possa essere creato insieme, collaborando.

L’agilità dell’Evolutivo CRM si manifesta chiaramente nelle funzionalità avanzate e sviluppate in casi reali di collaborazione con i nostri vari e diversi clienti.
Evolutivo è un CRM che offre  funzionalità avanzate nel sistema di comunicazione multicanale, tramite la sincronizzazione dei vari dati di un contatto che scorrono da diversi canali come ad esempio Gmail, le reti social (Facebook, Foursquare, Twitter, LinkedIn ecc), da Google Maps ecc. integrando e sintetizzando l’informazione. Tramite Full Contact è possibile avere un panorama completo di tutte le info dei contatti che potranno essere clienti, potenziali clienti o altro. Da questo punto di vista, l’evolutivo CRM è un Social CRM che offre la possibilità di creare dei compiti dalle chiamate, dagli appuntamenti e dalle mail ricevute. Usando un tool che noi abbiamo chiamato Gmail Bookmarklet, si può trasformare ogni mail in un task, collegando il progetto, l’utente, le ore previste di lavoro sul task, le ore spese, e una data di fine (o fine prevista).

L’interfaccia è stata semplificata in modo da poter vedere i report dinamici e multitabellari con delle opzioni semplici.

Realizing business benefits through CRM

REALIZING BUSINESS BENEFITS THROUGH CRM:
HITTING THE RIGHT TARGET IN THE RIGHT WAY

Many companies are in the early stages of implementing customer relationship management (CRM). Although CRM promises increased revenues, profits, and customer service, companies face potential failure because of the complex technical and organizational issues involved. Our research on CRM, and six company experiences in particular, illustrate three CRM “targets” that companies aim for: implement a single or a few applications, create a strong infrastructure to support CRM, or use CRM to transform the organization. These targets have very different impacts and different challenges. They differ on both costs and benefits; sponsorship varies; each suggests a different evolution for a CRM effort; prepare to get your hands dirty in cleaning the data; ensure that the architecture will scale; and you can (sometimes!) teach old dogs new tricks.
Managing Customer Relationships Used to Be Easier

Managing customer relationships was easier in earlier times. Merchants knew their customers – the members of their households, what they generally bought, their likely future purchases, and their current and potential value as customers. This knowledge helped merchants create highly effective customer relationships. However, that close understanding of customers eroded as
people became more mobile, cities grew, companies became larger, and marketing reach expanded. This development was unfortunate for customers and companies alike. 
Today, many companies are trying to go back to “the good old days” of knowing their customers well by capturing the available wealth of internal and external data, analyzing that data to better understand customer needs, preferences, and profitability, and then leveraging that knowledge in every customer contact. Recent studies show that the movement to customer relationship management (CRM) is gaining momentum. 
Based on our research over the past four years, we have found three important CRM targets:
• Applications – Individual CRM applications that deliver business value
• Infrastructure – A data, software, and hardware infrastructure that supports
CRM applications and will also support future applications
• Transformation – An organizational transformation made possible through comprehensive CRM efforts.
Though any CRM effort must ultimately address all three targets to some degree, companies often put special emphasis on one. In fact, by studying CRM efforts that predominantly focused on a single target, we were able to better understand the challenges in addressing each.
Although CRM is on the rise and holds tremendous promise for building mutually beneficial relationships with customers, many companies are struggling with their CRM efforts. We believe companies can minimize their risks of failure by first having a clear vision for their CRM target – application, infrastructure, or transformation – and then understanding and addressing the issues typically associated with it.

Getting Prospects to Keep Their Appointments

Guest Article from Referral Minute Subscriber Joe Soriano

Joe didn’t intend this to be an article. He was just responding to a recent Referral Minute. I turned his response into this week’s message.

Every rep in our office is expected to make a certain number of appointments per week. One ratio that is looked at closely is the set/kept ratio. While many of our reps exceed their expected number or appointments set, they often end up keeping only about 50-60% percent of those. Obviously, improving this ratio could have a significant effect on overall production.

Getting Porched

Generally, the appointments were “real” to begin with. That is, a specific date, time, and location was agreed upon with the prospect. In many cases, appointments not kept are the result of the prospect forgetting. This is often demoralizing for the rep, who achieved nothing after she/he spent an hour or more, plus a gallon or two of expensive gas and wear-and-tear on their car. We call this “getting porched”.

Don’t Treat the Symptoms – Treat the Cause

Most folks deal with the symptoms. Management may institute a system of confirmation calls by office staff as a way to check up on the reps and make sure the appointments were “real” to begin with. And reps may use confirmation calls close to the time of the appointment (that morning for example).

It’s not enough to get a prospect to agree to a date and time, and then happily end the call celebrating a “yes”. Instead, form a new habit in the prospect.

When setting the appointment, ask them whether you’ve called the best number in case something comes up. Ask them to write down your name and cell phone number in case they need to change the appointment. These are ways of reinforcing the agreement to meet. And who remembers names easily anyway? So, this way, you’ve just made it easier to remember your name and thereby strengthened an interpersonal bond.

This simple act impresses upon the prospect that the rep is a serious professional, who deserves in return the same courteous treatment that the prospect expects. It impresses that the appointment is not fluff … it’s going to be a meaningful event. It’s acceptable to even say to the prospect something like; “If anything unusual comes up on either side, let’s make sure we reach out to each other. Make sense?”

When a porching does occur, the rep should call and say (by message if not reached in person) that they did arrive, and they’re still open to a reschedule. Leave the return number. A decent person can make a mistake and would care to make up for it. Or, there could have been an emergency. But it’s now up to the prospect to take action. Many prospects do revive this way.

A few prospects are not worth chasing. They’re the ones that don’t call back to recover the relationship. We have a saying; “Don’t chase; replace.” It’s an important rule because time is money.

Don’t Wait to Confirm the Appointment

Waiting to confirm the appointment the morning of, might be too late. Confirm it in various ways at the time the appointment is set. Doing this, we’ve seen our “set/kept” ratio increase by 30-40%. The problem will never go away, but keeping 85% is a whole lot better than keeping 50%.

Here’s Another Idea

Thanks, Joe! One thing that I’ve seen help increase the set/kept ratio is that of sending a little something of value before the appointment. It could be a book, an article, or even something fun like a mug full of candy. This serves as a reminder and sends the message that the rep is intent on keeping his/her end of the agreement.

Right now! Get your pre-publication discount and donate to the Wounded Warriors Project. Beyond Referrals! Books are Now in Stock – Ready to Ship!

Getting Prospects to Keep Their Appointments

Guest Article from Referral Minute Subscriber Joe Soriano 

Joe didn’t intend this to be an article. He was just responding to a recent Referral Minute. I turned his response into this week’s message

Every rep in our office is expected to make a certain number of appointments per week. One ratio that is looked at closely is the set/kept ratio. While many of our reps exceed their expected number or appointments set, they often end up keeping only about 50-60% percent of those. Obviously, improving this ratio could have a significant effect on overall production. 

Getting Porched 

Generally, the appointments were “real” to begin with. That is, a specific date, time, and location was agreed upon with the prospect. In many cases, appointments not kept are the result of the prospect forgetting. This is often demoralizing for the rep, who achieved nothing after she/he spent an hour or more, plus a gallon or two of expensive gas and wear-and-tear on their car. We call this “getting porched”. 

Don’t Treat the Symptoms – Treat the Cause 

Most folks deal with the symptoms. Management may institute a system of confirmation calls by office staff as a way to check up on the reps and make sure the appointments were “real” to begin with. And reps may use confirmation calls close to the time of the appointment (that morning for example). 

It’s not enough to get a prospect to agree to a date and time, and then happily end the call celebrating a “yes”. Instead, form a new habit in the prospect

When setting the appointment, ask them whether you’ve called the best number in case something comes up. Ask them to write down your name and cell phone number in case they need to change the appointment. These are ways of reinforcing the agreement to meet. And who remembers names easily anyway? So, this way, you’ve just made it easier to remember your name and thereby strengthened an interpersonal bond. 

This simple act impresses upon the prospect that the rep is a serious professional, who deserves in return the same courteous treatment that the prospect expects. It impresses that the appointment is not fluff … it’s going to be a meaningful event. It’s acceptable to even say to the prospect something like; “If anything unusual comes up on either side, let’s make sure we reach out to each other. Make sense?” 

When a porching does occur, the rep should call and say (by message if not reached in person) that they did arrive, and they’re still open to a reschedule. Leave the return number. A decent person can make a mistake and would care to make up for it. Or, there could have been an emergency. But it’s now up to the prospect to take action. Many prospects do revive this way. 

A few prospects are not worth chasing. They’re the ones that don’t call back to recover the relationship. We have a saying; “Don’t chase; replace.” It’s an important rule because time is money. 

Don’t Wait to Confirm the Appointment 

Waiting to confirm the appointment the morning of, might be too late. Confirm it in various ways at the time the appointment is set. Doing this, we’ve seen our “set/kept” ratio increase by 30-40%. The problem will never go away, but keeping 85% is a whole lot better than keeping 50%. 

Here’s Another Idea 

Thanks, Joe! One thing that I’ve seen help increase the set/kept ratio is that of sending a little something of value before the appointment. It could be a book, an article, or even something fun like a mug full of candy. This serves as a reminder and sends the message that the rep is intent on keeping his/her end of the agreement. 

Come aumentare il numero di elementi nella vista per lista

Nella vista per lista di ogni modulo di vTiger abbiamo la possibilità di vedere i record che abbiamo nel CRM, con i dati dei campi che noi abbiamo impostato per un certo filtro. Però come predefinito su vTiger possiamo vedere solo 20 record per pagina.

record, modulo vTiger CRM

Possiamo modificare questo numero andando nelle “Impostazioni del CRM” e sotto “Altre Impostazioni” scegliere “Configuration Editor” dove ci appare la schermata riportata qui sotto.

Su questa schermata possiamo fare un paio di cambiamenti, tra questi anche aumentare il numero di record che vediamo nella vista per lista, ma come vediamo sotto ci viene permesso di aumentare questo numero solo fino a 100 record.

Configuration Editor, vTiger CRM, record

Se per esempio vogliamo impostare una lista di 500 record su ogni pagina, da questo menù non ci è possibile farlo. Fortunatamente ci basta una semplice modifica di un file di vTiger per raggiungere il nostro obbiettivo.
Il file in questione è “config.inc.php” che troviamo direttamente nella root. Per aumentare il numero di record ci basta modificare il valore nella riga numero 124, come vediamo sotto, e il numero che impostiamo sotto sarà il nuovo numero di elementi che vediamo in ogni pagina del CRM.

congi.inc.php, vTiger CRM file, root,

Dopo aver fatto questa modifica ed aver salvato il file, se andiamo nuovamente nel Configuration Editor vediamo che il numero è stato aumentato a 500 a differenza del limite impostato come predefinito.

Configuration Editor, vTiger CRM, config.inc.php,

Anche su ogni modulo dove abbiamo più record vediamo che ci vengono mostrati 500 record in una singola pagina.

modulo, vTiger CRM, record