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ACT! 2007Act! Training Course by Terinea IT Business Solutions
• Introduction• Customer Relationship Manager• ACT! 2007 • Additional
Overview
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
Customer Relationship Manager
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
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
Other Companies View
Information Organisation
Without Customer Relationship ManagerWith a Customer Relationship Manager
Act, The Business Platform
AWCBUSINESS
DATA
AWCBUSINESS
DATA
ACT 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
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
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)
Companies Screen (ii)
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
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)
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
Report Designing
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
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
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
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
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
Additional Information
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
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
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
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)