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

Introduction Customer Relationship Manager ACT! 2007 Additional Overview

Introduction

Customer Relationship Manager

ACT! 2007

Additional

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

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

Customer Relationship Manager

What is Customer Relationship Manager 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 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

Customer Relationship Manager Sometimes referred as… Contact Relationship Manager Database Marketing Community Relationship Manager Predictive Analytics Customer Intelligence Sales Force Management System Customer Experience Manager Business Intelligence On-Demand Telemarketer Customer Reference Management

Sometimes referred as…

Other Companies View

Information Organisation Without Customer Relationship Manager With a Customer Relationship Manager

Act, The Business Platform AWC BUSINESS DATA ACT Your Customers AWC Staff

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

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

ACT!

ACT Hierarchy & Features

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

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

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

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

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)

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)

Companies Screen (ii) By inserting a company division you can create… Departments Project Teams Sub Companies Insert Company Notes Attach Files & Documents

By inserting a company division you can create…

Departments

Project Teams

Sub Companies

Insert Company

Notes

Attach Files & Documents

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

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

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)

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)

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

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

Report Designing Design custom report from scratch or existing template Insert… Custom fields Graphics Tables Sub Reports Filters

Design custom report from scratch or existing template

Insert…

Custom fields

Graphics

Tables

Sub Reports

Filters

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

You can view events such as meetings and calls by

Day

Week

Working Week

Month

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

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

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

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

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

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

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

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

Additional Information

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

How to really understand your customers

http://www.workscience.co.za/ideas/OE%20redraft%202006%20-%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

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

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

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

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

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)

CRM’s can be broken down into three key components