Resolv, Inc.

October 2008 Newsletter

Resolv, Inc.

821 E. First Ave

Appleton, WI  54911

Phone:

(920)730-1300

E-mail:

info@resolvcrm.com

We’re on the Web!

www.resolvcrm.com

Building Online Relationships for More Profit
Richard & Leigh Beaty

We are constantly reminded that today's customer is no longer loyal. Too much brand switching, they whine.  Too much buying according to the lowest price, they complain.  But the truth is that the basic tenets of a successful buyer-seller relationship haven't changed . . . we have. Fundamentally, the customer wants to remain loyal and research consistently verifies this assertion.

In a recent Network of City Business Journals survey, 89 percent of the respondents agreed with the statement, "Once I find a product that I like, I stick with it."  Only 22 percent were influenced by what's hot and what's not.

So . . . what can you do to lock in customer loyalty?

Five Action Tips for Earning Customer Loyalty:

1. You have to believe!
Client service is not just a mission statement, it's a philosophy to be lived.
What makes this statement more than a cliché' in your company's case will be the hands-on behavior that "puts money where the mouth is."

Take the subject of integrity, for example. Companies that are successful in this area take an obsessive, almost neurotic approach to any potential conflict of interest. There can never appear to be a conflict of interest. And never try to work "both sides of the street".

2. Watch your appearance.
A somewhat old-fashioned, yet reassuring attitude also prevails on the subject of appearances. Your staff dress should try to match that of the client.

If in doubt, the default mode is always business attire. It's a respectful attitude no longer evident in the behavior and practices of many of today's leading professional services firms.

3. Treat them the same as ...
It always comes back to mutual dignity and respect. Customers expect nothing more than common courtesy in your transactions. This demands viewing the experience through their eyes.

As simple as this admonition may seem, it is now more the exception than the rule. Employees no longer have the time, motivation or training to practice the time-old art of forging empathy with the customer.

In truth, customer empathy seems well on its way to extinction, in our relationships, politics and business transactions. It shouldn't and it doesn't have to be.  The same should hold true on the internal front. Addressing the issue of "internal customer" loyalty may require doing a lot of listening . . . visiting your employees . . . encouraging them to contact you or your
staff with questions or concerns.

4. The customer is always right.
These words seem to have been spoken by managers for many, many years, and they are just as relevant today. Alex Mandossian, a highly successful business and marketing consultant, stresses the importance of "exceed your customer's needs and expectations". If you go that extra mile, customers will reward you with their loyalty because of that.

5. It's all about relationship.
Customers want to feel loved. And in most environments, the front-line worker defines the relationship.

In 2000, the late Mary Kay Ash, founder of Mary Kay Cosmetics, was named "the most influential woman in business during the 20th century". In an interview with Lifetime Television she revealed one of the secrets to her success. "Our front-line people are the company. We empower them to make decisions, including giving refunds. It's nothing more than common sense. If customer loyalty develops from a rewarding and satisfying "touch" between buyer and seller, better make sure that the company touch person has been properly motivated, trained and incentivized".

2001 global wholesale sales for Mary Kay Cosmetics topped the $1.4 billion mark. Retailers please take note.

When it's all said and done . . .

                   . . . loyalty's just another word for nothing left to prove.

Complimentary Breakfast Seminar

Why Should  A CEO/CFO Care About

Customer Relationship Management?

Tuesday, November 18, 2008

7:30  – 10:00 am

Join us as we discuss:

·         A working definition of Customer Relationship Management.  You may be surprised that it is not all about software.

·         Informed decision making.  Imagine how access to real-time data will help you to adjust to marked conditions more rapidly.

·         Empowering sales people.  What would happen to your sales force if you allow them to focus on customers rather than processes?

·         Company growth.  Can it happen without customers?  What are you doing differently this year to promote growth, or is last year’s growth rate acceptable?

·         Harnessing the Wild Wild West.  Can you implement solid, time-proven best practices, or is it ok that your sales force is made up of renegades that do it their own way?

·         What you should expect from Customer Relationship Management software.  This will include a working demo of an industry-standard Customer Relationship Management software package.

Location: Hilton Garden Inn, 1355 W. 20th Ave., Oshkosh, WI

To register:  (920) 730-1300 or go to www.resolvcrm.com

Cost:  No charge.  A complete hot breakfast is included.

 SalesLogix User Group Meeting

Who Should Attend:
SalesLogix Users and System Administrators

If you are not a SalesLogix user:  

Please come and talk to other SalesLogix users and see how SalesLogix can assist you with your business needs.

What is a User’s Group?

The SalesLogix user group is a great place for SalesLogix users to exchange ideas and ask questions of each other and an experienced SalesLogix consultant.  Meetings consist of a presentation on a featured topic, followed by “what’s new” with SalesLogix, and a question and answer period.

Location:  Holiday Inn, Fond du Lac, 625 West Rolling Meadows Drive

When:  Wednesday, October 29, 2008  from 10:00am – 4:00pm

Agenda:

1)       SalesLogix 7.5:  What’s new, and should you upgrade?

2)       Using SalesLogix on Mobile Phones

3)       Outlook2CRM product review

4)       SwiftPage new changes review

5)       Soft deletion of accounts, contacts and opportunities

6)       User discovered issue on merging duplicates, and a work- around

7)       Resolv Support:  Introducing online ticketing viewing and creation

8)       Q & A Session

Register for the User Group: e-mail info@resolvcrm.com

Cost:  No Charge – Lunch is included

Welcome New Employee

Our customers may hear a new voice the next time they call into Resolv for customer support.  In September, we welcomed Kim Dworak to our team as Systems Analyst.  Kim has over 7 years combined experience in programming and project management. 

Kim is originally from the Chicago area, and has lived in Appleton for 11 years.  Her interests are watching sports (especially the Cubs and the Bears), reading, music, scrapbooking and bead/jewelry making.

Resolv Holiday Hours

Thursday, November, 27, Thanksgiving Day – Closed

Friday, November 28, Day after Thanksgiving – Closed

Wednesday, December 24, Christmas Eve, Close at Noon

Thursday, December 25, Christmas Day – Closed

Friday, December 26, Day after Christmas – Closed

Wednesday, December 31, New Years Eve – Close at Noon

Thursday, January 1, New Years Day - Closed

Insights from our Sales Desk

Where is my Next Best Customer?

By Mike Lettier

Every company knows who their biggest and best customers are.  When problems or issues arise with these customers, everyone within the organization understands the importance of responding quickly and effectively.  But how many companies know who or where their next best customer is? 

A good Customer Relationship Management solution can help you recognize, track, and manage existing customer business to find that next ‘best’ customer.  Growing existing business is every company’s goal, but knowing, understanding, and managing it can be difficult with out the right CRM software tools.

This opportunity also has the side effect of creating better customer loyalty, also a necessary ingredient in becoming the next best or biggest customer.  Don’t miss the opportunity of discovering who that customer is, and where they have been all that time.

SalesLogix Tips & Tricks

Ever wish that …?

Ever wish you could celebrate Christmas in July so that you could avoid the crowds at the mall? Ever wish your kids (or your extended family) would just get along? Ever wish an election could take place without all the ads on TV? Admittedly, some wishes may never come true. But if you ever wished that the new groups you create would contain certain fields by default, your wish is about to come true.

Just recently your Tip Guru has had to create a lot of groups and muttered aloud, “I wish that column was always there.” And poof, a genie appeared, granted my wish and quickly disappeared. There I was, wishing I had wished for something better, like getting home on my scooter without getting soaked. Getting 80 mpg comes with a few negative aspects.

Sorry, back to this month’s tip … causing new groups to have a specific default layout. If you already have a group that has the layout you desire you’re set to go. If not, you need to get working already. Either modify an existing group or create a new group to show the columns as you want them. At this point the conditions don’t matter. You’re not trying to get the “right” data to show but to show the data right. So pay attention to column names, widths and formats. It’s worth a couple minutes now to get the layout exactly as you want it.

Once you have all the columns you want, and as you want them, (again don’t worry about the conditions, this tip just concerns the layout), you’re ready to set that Amazing Group as the source for future groups you create.  Start by selecting Tools/Options.  On the Options dialog, first select the Main view and then select the group you would like as your new default.  In this example the All Customers group will be used when creating new Account groups.  Of course, you’ll want to select your Amazing Group.  Every user can assign a default layout group for each area of SalesLogix.

Before you go, here’s a second tip for free. You can also select the group that is used when you first open the Account (or Contact, Opportunity, etc) view. That’s the middle “Default Group” setting. Again each user can set it to the group they most frequently use for each area of SalesLogix.

**Provided by the Resolv Help Desk

KnowledgeSync Tips & Tricks

Question:

This may be a tough one. I'm using KnowledgeSync to send out shipment confirmations, but I want to send out a confirmation only if at least one order detail line has been shipped. How do I tell KnowledgeSync to include all line items if any one line item meets the query's criteria?

Answer:

That is a good one! By default, if a record - such as a line item - does not meet a query's criteria, that record will not be included in the alert. But there is a way to handle this:

1) Create a Crystal Report whose output is the shipment confirmation. The report should have a single "parameter" (selection criteria) and that would be on the order number.

2) Create a KnowledgeSync query; the only table you're going to need is the order line item table (unless you need to filter on values from other tables).

3) Your query will have 2 columns; the first column will be the "unique" field from the order line table and the second column will be the order number. For the unique field, change the Column Type to "Count".

4) Go to the Filters tab and put in all the filters you need.

5) Go to the Sub Filters tab and add the "count" field as the sub filter. Choose an operator of "greater than or equal to" and a compare value of '1' (without quotes).

This query will "count" the number of line items on any given order that meet your shipping criteria. If an order contains at least one item that meets the criteria, a single record is added to the result set -- and that record shows the order number.

6) Go into your event and go to the Reports tab. Add the report that you created in step #1. At the bottom of the Reports tab, the report parameter (e.g., "enter order number") appears. In the "Answer" field, choose the query field that contains the order number.

Here's how the event works:

The query runs and generates a list of all orders that have at least one detail line that meets your criteria. (E.g., 3 orders) The event takes over. The first order number is passed into your Crystal Report, the shipment confirmation is generated, and is delivered to the client. KnowledgeSync then repeats that process for matching orders 2 and 3.

**Provided by VineyardSoft Corporation (www.vineyardsoft.com)

Did you know…..

Our Referral Program

Resolv, Inc. is always looking for referrals, but what bonuses do you receive if you give us a referral?

• 1 Year Referral commission of 3% of every payment we collect from the customer
• Infinite Referral commission of 1.5% of every payment we collect from the customer

To Read More on our Referral Program, Click Here