Transition from B2B to B2C and back in Saleswah CRM

When your team sells to individuals as well as companies

How often have you seen this?

You are a printing press and selling all sorts of print solutions. Calendars, annual reports, marketing material, diaries, book jackets etc. All that sells to the corporate sector.

What about wedding cards? What about the individual clinic which is wanting to print pamphlets? How would you handle a lead from an individual?

What if the same person is a prospect on both fronts? He is deciding on the PO for Annual Reports Printing for his company while also wanting a vendor for printing cards for his daughter’s wedding?

A contact has multiple roles spanning home, office and other professional associations

A contact wears many hats. Loving father, stern boss, adviser to others. And in each of these roles, he may interact with your company and products and representatives. It is important to recognize the contact for what he is. You want to be able to treat the contact differently; someone who is deciding a small purchase at home may be handling a large purchase in office.

You want data to help you arrive at those decisions.

Marketing different products to the same contact

You may be selling industrial cleaning solution to the customer in office. If you are also selling home appliances, then can you work on the same contacts to create a need at home?

Should you use his office email to communicate details of products he should be using at home?

Saleswah will help. The only CRM that recognises multiple roles of the same contact across home and office.

From CRM: Compose, reply, forward, send

Compose, reply, forward, send emails from Saleswah CRM

We added the compose function to the ability to see and respond to email from a contact in Saleswah. Now you can track all your business correspondence right from within the CRM- against each contact record.

Now, that is neat! Now you can truly get a full picture of the interaction history with a client. And react right from within the CRM.

Compose, reply, forward: email compose button

So, the next screen that pops up is the compose screen for sending emails.

Not just that, if you clicked on any of the email messages, it will open and you can reply to or forward that mail like you do it from your email client.

compose, reply, forward emails from within Saleswah CRM

The set up to achieve this is simple- all users can do it. Go to your email settings, and set up your email the right way.

Need some help? Drop us a mail.

Got a question for you.

Right now we are displaying only emails exchanged in the last 15 days with the contact against the contact record.

Should this be more? Should this be less? Should we simply display the last 15 emails rather than mails from 15 days?

Let us know at support@www.saleswah.com.

 

Access your office email within CRM

Busness Email within CRM

Which is your biggest task while in office? If you said reading and responding to customer emails; you are not alone. Email is the most used way of communication with the world- certainly in the business world.

So, it would be nice to have all your communication history with the customers at the same place where you have all your customer data- about tasks, deals, appointments etc. So, we decided to bring the email history of every contact directly in Saleswah.

List email within CRM Contact records

Now, when you open a Contact record, you can see the list of emails that you have exchanged with her. So, all the more reason for you to carefully input the correct email address for all client contacts.

Saleswah lists email within CRM Contact records

 

Basis the email address in the Contact record, Saleswah establishes a secure connection with your mail server- and fetches the list of emails from inbox every time you open a Contact record. You can open the emails, reply to them or even forward them to others. Like you can do in any web based email.

Changes in your settings

Go to “My profile” and click on the tab called User email settings. Set it up really carefully.

crm email settings

Inconsistent contact data sharing policy ruining user experience

If you are online today, chances are that you have an account with at least two if not more of the big internet companies like Facebook, Google, Microsoft. Yahoo and LinkedIn.

While Google, Microsoft and Yahoo provide primarily email services to a logged in user, Facebook and LinkedIn provides social and/ or business networking. All five though have many commonalities, the biggest being the ability of store a large number of “Contacts” or “Friends” and their details.

Information storage is rapidly moving online and accessed and then stored on multiple devices – mobile phone, desktop clients etc. We need to address the issue of data consistency and remove duplication of effort to keep data updated across multiple platforms.

Our experience with Google Apps

This is a complex task but not impossible. Our experience in creating bi-directional sync between data in Google and our platform has been quite good. We have ensured that you can enter business contact data in one of the two platforms and not only transfer the data to the other platform but also ensure that edits on one platform show up on the other.

So, if you are working on your contact list in Saleswah CRM, if you make a change in a contact record in the CRM (On the Phone, the Desktop Windows 8 App or on the Web) or in Google- whether on the web or on the connected Android phone- you make changes only in one place and have it show up on the other. We were so kicked about it that we wanted to replicate the same thing across all platforms- Microsoft, Yahoo, LinkedIn etc. The first hurdle we faced was from Microsoft.

Microsoft- we like to micromanage

The linking process went through reasonably smoothly. But, for a long time we could not figure out why we are not getting all the information in the Contact Records that I had in my account. Then, after some digging, we discovered that Microsoft does not make available information about the Contacts that Google makes available readily. The most important missing information was that of the Company that my contact (s) worked for.

This was a disaster.

For one, if we found a Contact Record in Microsoft which is already available in CRM, we will not be able to ever sync the information the way we sync with Google- Microsoft will never show the company name and we would show that we do and there will be a mismatch.

Why has Microsoft done this? We sniffed around online and the latest discussion we found on this was pretty old. It was interesting nevertheless, so we are reproducing a snapshot here. Those who want to read the entire thread, can click on the picture and follow the link.

Data sharing policies

Basically, Microsoft says that it is okay to share email addresses and/ or mobile numbers of a user’s contacts but not okay to share the place of work. Does that even make sense? And by the way, this is information that the user owned and decided to keep in Microsoft for later use only to find that he can’t.

LinkedIn- without a way to contact

If this was not bad enough, we tried linking with LinkedIn and we found that they share everything but the email address of your contact records. Great!

Why would you want to store your Contacts in your CRM without the ability to contact them? Again, it does not make sense.

I am almost scared to try out Yahoo! now. I have a feeling it will not be a great experience.

Why is there such a disconnect?

To be honest, I am not even sure. I would love to get an answer. In the case of Microsoft, it seems like a not clearly thought out policy. In either case, I find there are simply no good reasons for this.

 

Importing contacts: from Google and Microsoft

.. no longer importing contacts from Yahoo or LinkedIn

In the latest release we did on the Saleswah platform, we have removed the ability to import your contacts from Yahoo and LinkedIn directly. Importing from Google and Microsoft (Hotmail) are still possible.

Here’s why we did it and what we might do in future

The LinkedIn API, through which we were pulling in data no longer supplies any contact information like Mobile/ Email addresses. For a CRM, it is pretty much useless to have contacts in your database without contact information.

The Yahoo API has gone through some changes as well. Not so much in the data it supplies but in the way it does it. We thought it was prudent to pull it out till we understood the implications more.

While it is impossible to be precise or certain about our plans with these connections, my gut feel is we will be back with Yahoo! connector soon. But, the LinkedIn connector looks very uncertain at this point in time.

So, if you wish to import your contacts from Yahoo or LinkedIn to Saleswah, go ahead, export them into a spreadsheet first. Then use the Contact Upload facility to upload the Excel spreadsheet.

Did you just import a lot of fluff in Contact database?

I am sure one of the first things you do when you have finished setting up Saleswah CRM (sometimes even before that!), is to click on one of the four buttons for importing the contact database.

A few months back, we made it possible for you to link to LinkedIn, Google (Gmail.com as well as Google apps email), Yahoo and Microsoft and import your own Contact Database into CRM. Since no one really likes the process of creating a Contact List in their CRM (often a duplicated effort), this was an instant hit. Then the complaints started. )-:

Let me summarize the issues and what we have done and we suggest you do for cleaning up Contacts Database information- especially as a result of downloading from your linked accounts. One click contact import from your social accounts

Issue 1: “Dummy Accounts”

You see your Accounts List is peppered with “Dummy Account#” immediately after an import. Let’s understand why.

Saleswah is a B2B oriented CRM. So, it does not create contact records UNLESS they are part of an organization/ company or “Account” in CRM speak. Now, most of contact database in your address book in Gmail or Yahoo or MS will be stored without this information. So, when Saleswah tries to import these contacts, it encounters an empty Account record.

We could of course ask Saleswah not to import those contacts; but we did something else. We import these contacts without Account Records and store them in the CRM. But, to ensure you know the ones without proper Accounts, we call those Accounts Dummy Account.

How to clean them up? Simple. Open the Dummy Account Record, go to the Contact Tab to figure out which Contact Record it relates to. Almost always, you will know which one is the right account name from the Contact details. Go back to the Account Details tab, edit the Account Name and any other details you know. Save. Repeat this process for all dummy accounts.

Issue 2: Duplicate Accounts

You and I understand that Anwesha CRM Pvt Ltd is the same as Anwesha CRM. But, the Contact Database maintained by Saleswah CRM does not- it has to be told. Because of this, we created this feature called Account merge. Select the Duplicate account records in the Account List, and click on Merge.

It not only merges the duplicate accounts into one new account record, but also pulls in all the Contacts, Deals, Tasks, Proposals, Quotes etc – anything and everything with those previous Accounts- into this new account record.

Issue 3: Duplicate Contacts

Duplicate contacts can creep in into the contact database in various ways; by contacts moving from one company to another, by same contact being logged in duplicate account records etc. Removing duplicate contacts is tricky. While everyone has his favourite method, let me outline what I use and that works particularly well with Saleswah.

First, you should clean up your Account Records using the methods outlines above. Then, and this is not a fun process, sort the Contact list on email address. Delete the duplicate contact records. In rare cases, you may have transactions in both- retain the most current one. After that, still on the contact list, sort on Account Name, and scan for duplicate sounding names. Confirm they are duplicates and then delete all but the one you want to retain. After that, sort on Contact Name, find duplicates, confirm and delete.

If you / or your team do this once a quarter, you will have a great clean contact database.

If CRM Contact import gets your goat

Saleswah CRM conact import from your favourite contact managers
One click CRM conact import from your favourite contact managers

Link it! Go Google! Go Live (Windows!) Yahoo!

If that sounds incoherent, we apologize.

You see, as a salesman, adding contact names to CRM was close to the worst thing we had to do in a day. And, those were before the days of the social network and web-based emails.

CRM contact import and addition get our goat too!

Times have changed, but the frustrations of CRM contact import have not ended. They have only multiplied!

Now, we have our contacts in Outlook, Linkedin, Facebook, Email, Gmail, Yahoo mail… and we have to dive back into the CRM to add our contact records.

Saleswah CRM needs your contact records to start selling. So, we are excited!

What about? 😉

We are excited to announce one click CRM contact import from your Google (personal gmail as well as Google Apps for business email), Yahoo Mail, Microsoft.

Start selling! Register for your free trial of Saleswah!

Sync contacts from CRM to Outlook

Keeping your business Contacts updated across platforms: solved!

The biggest pain is keeping the Contact List updated and more, ensure that they remain the same across all places you maintain your contact records in.
If you have just registered for an account with Saleswah CRM or have been given access as a user by your company’s administrator of the Saleswah Account, then probably the first thought you have is – how do I get started?

Sales contacts list: create, maintain and update

The first hurdle is getting your business contacts into Saleswah CRM. That actually is easy. We offer an easy Contact upload process- you can upload your Contact List as an Excel file. Preparing the file – if you extract it from your regular Contact Manager like Gmail or Outlook takes 5 minutes, formatting it into the columns Saleswah needs takes another 5 and then upload it into Saleswah CRM takes a minute.
There are a couple of other options, and for reasons we state below, might even be better options. Let’s talk about one that is the easiest.

One click: Sync contacts from CRM to Outlook

You guessed it. Other than CRM, there are many other places you store contact information in. For instance, your MS-Outlook. For many of you, that is your primary software that runs your day, schedules customer appointments, handles all emailing and naturally has all your business contacts.

So, here’s our suggestion:

  1. Download Outlook CRM Add-in. [ddownload id=4386] .
  2. Install it. It will create a Saleswah Lite Menu in your Outlook.
  3. Categorize your business contacts in Outlok as Saleswah. As you install, the Saleswah Category is created inside your Outlook.
  4. Go to the Saleswah Lite Menu inside your Outlook and click Contact Sync.
  5. Voila! You are done. Just periodically do this to stay synced across Outlook and Saleswah for your Contacts.

Just to emphasize this, the changes you make to a sycned contact record in Saleswah CRM will get reflected in the same Contact Record in Outlook and vice versa. Just remember to periodically sync.

Everyone sells: make collaborative sales easy

How do your prospective customers contact you first?

  • At the board number, where a receptionist picks it up? Or, a dedicated sales number?
  • Do they send an email to a marketing mail box published on your website?
  • Do they ask the service technician or similar unrelated to sales personnel, for a sales assistance?
  • What about website “Contact us” forms? Visitors who left their visiting cards in your trade fair booth? Customers who came to attend a seminar?

The answer to the question really is, “Most if not all the above”.

In an ideal world, everyone in your company must sell- in the less than ideal world, in which we live, you need to make it easy for your sales-people to get leads and convert them.

Capture –> Assign –> Convert

It is a collaborative process. Sales needs help from other functions. Start by putting together a process of sales opportunity capturing by everyone. Saleswah CRM is a sales collaboration software; it helps precisely in this and tracking those leads down the funnel of every single individual sales person.

Prospects are not predictable. They may choose any of the above methods. How you deal with the incoming stream is going to determine how many turn from prospects to customers. Prospects do not just call you; they call your compeition as well. Who will get back faster; and with the right and most compelling response?

First things first, do you have a way to capture all the leads in all the touch points?

Is your receptionist able to log a sales lead directly into CRM? And, know that it will be instantly assigned to the right sales person and the sales person will receive the details on he mobile on SMS?

Think about it. Why wait till the competition salesman has already been to the prospect? Get Saleswah Basic now for everyone in your company who has anything to do with client interactions.

Smart new contact addition and a smart uploader too!

Create CRM Contact records: painlessly

We did a major functionality enhancement to Saleswah CRM the past week. It is smart, adds a huge lot to the user experience and ensures we continue building the most complete sales experience among hosted CRMs of its class. We made the process of new contact creation even simpler.

Smart contact addition: (the one stone that killed two birds…)
We wanted to closely follow the process of adding a new contact to your CRM database. You met a prospect, he handed you his business card and now, back in your hotel or in the office, you want to punch in his details.
Our earlier process was: if the person’s company already existed in your database, great. All you did was to punch in the new contact name against the existing “acccount” – what client companies are called in Saleswah CRM. If the “account” did not exist, we went and added a new account record and then added a new contact to it.
Took time and what was worse, was not intuitive. So, we have now made it possible for you to add a new contact, even when the account record does not exist. In one go, in the “Add new contact” screen, with the search for the existing account built in in this page itself.

So, we brought down the time to enter a new contact record complete with creating the new account record to about a minute. And, did we tell you that we have totally done away with separate uploads for account lists and contact lists? Same principle.

Saleswah smart contact uploader takes this Excel sheet – a list of contact records which has information about the account records as well- and uploads them in one go. Saleswah tests if the account record exists- if it did, it would only add contacts to it, if not, it will first create the account record and attach contact records to it.

Okay, so that’s one bird. What about the other bird that this kills?
See the picture below:
Saleswah CRM can now handle B2C customers as well

Now Saleswah makes it possible to sell to small entrepreneurs as well

When you select “New Account”, you are asked to choose between a “Company account” and an “Individual Account”. If you selected an Individual, then Saleswah will insert the name of the individual contact you have entered above in the Account field. If your business requires you to sell to lots of small proprietorships, now you can; using Saleswah. 
The feedback from our existing users have been good. If you want to test out Saleswah, please register for a free account or ask for a demo.