Welcome to the web edition of
March 2002's GoldBytes
newsletter from Computer Control Corporation.
Below are links to this issue's topics:
1. Late Breaking News - Creating a Paperless
Office
2.A Word From Our President: Focusing on Retention
3. GoldMine Integrates with QuickBooks
4. Computer Control to Launch Nonprofit Organization
5. HEAT: Simply Powerful Customer Care Solutions
6. Tech-Talk -- Tips & Tricks from CCC's GoldMine Gurus
7. Some Great News
8.
Upcoming Training Dates
9.
Hardware Services
10. Check Out Our
Newsletter Archives For Past Topics of Interest
Late Breaking News - Creating a Paperless Office
Computer Control has just completed an agreement with LaserFiche,
the leading manufacturer of document imaging systems. The LaserFiche
system is a combination of document scanning and management that allows
you to store, manage and retrieve documents from your computer rather than
from your file cabinets or from the pile on the floor.
According to Joel Scott,
President of CCC, “Document management has
long been an issue for users of CRM systems and for users of GoldMine in
particular. We have been asked hundreds of times whether there is an easy
way to scan a document and attach it to a record in GoldMine. LaserFiche’s
system is going to provide us with that system.”
As part of our agreement
with LaserFiche, we are going to develop (along with their staff) an easy
to use interface to GoldMine. Users will be able to scan documents and
have them automatically catalogued in GoldMine’s Links Tab as well as in
GoldMine’s History Tab.
Computer Control will be providing not only the LaserFiche
software, but also compatible scanning hardware, installation and support
services.
If you would like additional information
about LaserFiche, you can check out their web site at:
www.laserfiche.com
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A Word
from Our President
Focusing on Retention
Many years ago, AT&T coined the phrases "hunters" and "farmers". A hunter
is a sales person who primarily goes after new accounts. We all have an
image of the classic hunter who dashes from one prospect to the next,
always trying to close the next big deal. A farmer, on the other hand, is
usually more of an inside sales type, doing his best to keep existing
clients happy and to grow these accounts.
GoldMine, like most CRM packages, has typically been viewed as a tool more
for hunters than for farmers. But in the battle for revenue and for market
share, it is smart to focus on maintaining and growing the accounts you
already have before spending your resources on finding new accounts. If
you are trying to grow your business, you're running up a steep mountain
if you're losing half your accounts every year and trying to replace that
revenue by landing new accounts.
GoldMine, by itself, is not going to solve your client retention problem.
But, it can be a valuable piece of the retention process. At last year's
Annual FrontRange Business Partner Conference, we were cited as the
Business Partner with the
best client retention rate, out of more than 1,100 Partners. We've been
focused on client retention for several years now and we thought it might
be time to start passing on the knowledge we have gained.
Client Retention has been so important to our success that we feel it is
time for us to start providing some of our tools and insights to our
clients. If it works for us, it should work for almost every business.
This little introductory article is just the first salvo. We are
implementing a multi-part strategy to give Client Retention the mind share
it deserves.
First of all, while I am having a lull between writing GoldMine for
Dummies books, I am writing a serious book whose working title is
"Client Retention - a Practical Guide to
Implementing a Process". I am planning about 18 chapters and as
they are written each chapter will be available for free download from our
web site. Each chapter will only be available there for about two weeks,
so if you miss a few, you might just have to buy the book when it's done.
All the material will be free, though, if you consistently get it.
The first three chapters are titled,
1. Clients, not Customers
2. The Numbers Behind Retention
3. Measuring your Retention Rate
Later chapters use GoldMine and QuickBooks as sample tools for
implementing specific and measurable processes to increase your Retention
Rate, reduce your cost of sales, make your life less stressful and your
family love you more.
We will also be conducting seminars, three-day boot camps where we will
train you on all the principles, as well as one-on-one consulting sessions
to assist you in your Retention implementations.
Joel Scott
President
Computer Control Corporation
Computer Control to Offer Client Retention
Seminars
On April 2nd, 4th and 5th, Joel Scott will host half-day Client Retention
seminars in Boston, Stamford, CT and Hartford, CT.
For over three years now, Computer Control
has been developing and testing ideas, processes and technologies related
to Client Retention. CCC's own success at improving retention earned
us the
'Retention Leader' award from FrontRange last July, a #1
ranking from among 1150 Business Partners worldwide.
Starting in early April, the firm will be bringing its proven ideas to the
marketplace. Learn how to measure your current retention rate, set a goal
for improvement, grow the right client relationships, customize your CRM
software and implement processes to boost your retention and
profitability.
Join a three-hour
Retention Seminar for only $59 by calling (888) 250-8400 TODAY.
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GoldMine Integrates with
QuickBooks
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FrontRange Solutions has announced that GoldMine
will integrate with the popular small-business accounting package
QuickBooks. Soon, you will be able to connect sales efforts more closely to
the bottom-line, through GoldMine Plus Accounting.
Get critical financial data in real-time and improve customer service by
giving your staff access to contact, sales and accounting data in one place.
GoldMine Plus Accounting allows you to:
1. Maintain consistent data across the sales and accounting systems
2. View critical customer financial data without making sales users work
within QuickBooks
3. Use QuickBooks quoting and order entry features from inside GoldMine
4. Schedule actions in GoldMine based on data or events in QuickBooks
To learn more, contact Computer Control Corporation
by phoning (888) 250-8400 TODAY.
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Computer Control to Launch Nonprofit
Organization
Nearly 80% of the blind and visually impaired community is unemployed.
Most lack access to assistive technology, job training and placement
services. But nearly all in this community are able and ready to work.
At Computer Control, we are launching a
nonprofit initiative to help them do this. It turns out that GoldMine and HEAT work
very well with the tools that the blind and visually impaired use to
access computers. So we are launching a nonprofit to:
- partner with corporations who are seeking productive, loyal and talented
staffs
- partner with assistive technology manufacturers and resellers to reach a
larger audience
- partner with state and federal agencies to build on their successes
- train blind and visually impaired job-seekers in assistive technology,
GoldMine, HEAT and selling and support skills, so that we can place them
in telesales, telemarketing, customer service and technical support
positions at forward-thinking companies
If you would like to learn more, or to discuss sponsoring a job candidate,
please call Joel Scott or Dan Riff at (888) 250-8400 TODAY!
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Top
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HEAT: Simply Powerful Customer Care Solutions |
As a complement to sales and
marketing technology, Computer Control offers
HEAT help desk and call center solution.
You spend a lot of time and money acquiring new customers. But many jump
ship after a single bad service experience. Given that it costs four to
ten times more to capture a new customer than it does to keep an existing
one, can you afford not to invest in customer care?
Call centers, customer service operations and help desks are becoming more
complex and harder to manage. They field enquiries from multiple channels
and are run using myriad technologies. They handle 95% of your company's
client interactions, but are often staffed by your lowest paid, most
disaffected employees.
To deliver world-class service and support, you need technology solutions
that:
* Provide a complete view of each client, at all contact points
* Help staff work smarter, with intuitive, easy-to-use tools
* Pay for themselves quickly through lower staffing costs, reduced
turnover, higher client satisfaction and higher retention
* Connect your sales and marketing CRM with your service and support
data
HEAT solutions can do all of this for you. 98% of HEAT users
would recommend HEAT to their peers. 40% of the Fortune 100 already
use it. It's the highest rated product in terms of price and performance.
And it integrates seamlessly with the sales and marketing data you keep in
GoldMine.
HEAT is Simple to set up and administer, Simple to use and Simple
to manage. It's also powerful in a way that grows with your business,
providing:
a. Call logging
b. Call tracking
c. Problem management
d. Knowledge management
e. Web integration
f. Remote access
g. Self-help
h. Reporting
i. And much more . . .
Give your customers the care and service they expect and deserve. Call
(888) 250-8400 to schedule a web demonstration of HEAT.
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Top
Tech-Talk
Tips &
Tricks from CCC's GoldMine Gurus
Installing (Re-Installing) the Word Link
From Doug Castell, Project
Manager and Senior GoldMine Tech in our Santa Monica office:
With the various versions of Word and the GMLINK
out there, a lot of things can go wrong during the link installation and
configuration. Below is a solid set of steps that will work 95% of the
time even under terminal server, Windows XP and all the other challenging
situations for the word linkage.
- Use Windows Explorer to search for
and delete all instances of GMLINK.DOT
on your machine.
- Open Word.
- Set macro security to LOW. (Tools|Macros|Security)
- Remove any other add-ins.* (Tools|Templates and Add-ins)
- Close Word.
- Use Windows Explorer to search for
and delete all instances of NORMAL.DOT
on your machine.**
- Open Word.
- Close Word.
- Put the brand new GMLINK.DOT*** into
the goldmine folder on the server.
- Open GoldMine.
- Attempt to merge a template known to have been created with and usable
for 5.x.
- Say yes to the "You will now be run through installing the
gmlink" message.
- Set the gmlink options you prefer,
when prompted (language, fax method, etc.)
- Re-set your macro security to MEDIUM. (Tools|Macros|Security)
- Close Word
*Note that the Acrobat PDFWriter
add-in is okay to have as long as you have the most recent version
available from Adobe. A best practice is, however, to install the
GMLINK add-in first when other add-ins
will be installed (such as the stamps.com add-in, etc.)"
**Note that doing this will reset your toolbar settings and any
user-created macros you've created in Word. Rename the file instead of
deleting it if you are at all concerned about losing any of these things
and would like to leave open the possibility of restoring your settings.
***Download and extract the newest link from the GMLINK
Installer executable file downloadable from
Frontrange at:
http://support.frontrange.com/attachments/downloads/Goldmine/gmlinkinstaller.exe
Completed Activities Remain Visible On Your Calendar
From Lynn Catterson, Systems
Analyst in our Leominster, MA office
If you’d like completed
activities to remain on your calendar (appearing "grayed-out" with a line
through the text), right-click in the middle of your calendar, select
Activities
and check the Completed Activities you’d like to display on your calendar.
The Completed Activities option is only available when your Calendar is in
Day
or Week
view.
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Some Great News
We peruse the press and wander the Web to identify great sources of
insight on CRM and small business success. Below are three links we
thought you might enjoy:
1. Customer Loyalty Makes a Comeback
http://www.crmdaily.com/perl/story/16144.html
2. Part Art, Part Science: Think Strategically
http://www.clickz.com/em_mkt/opt/article.php/974091
3. Getting Ahead in a Slow Economy
http://www2.inc.com/search/21587.html
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To ask a question or share an
idea, call us at (860) 529-6232 or
e-mail us by clicking here.
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HERE
To Visit the CCC website, CLICK HERE
To Ask a Question, Phone us at 860.529.6232.
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Training Center of the Year
Upcoming
Training
Dates |
This is the schedule for the
Rocky Hill, Connecticut Training Center.
Click here to contact your
Regional Office to obtain training information for that
location.
*GM 103 (combination 1 day 101/102)
Click
here to view a GoldMine Training Schedule.
Click here to Register.
Click
here for detailed Course Descriptions. Back
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Did you know
Computer
Control Corporation is not only a “Top Ten” GoldMine Platinum
Solutions Partner,
but also a qualified hardware and networking service provider? Keep us
in mind when purchasing or servicing computers for your company.
Click
here to send the hardware guys an e-mail.
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