CRM - Everyone You Meet is Fighting a Hard Battle

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..

At any given moment you, your clients, and employees are dealing with one or the other of these challenges in life. No one has escaped from this life untouched by problems, both big and small. No matter how people may appear on the outside, they battle with some problem that is unmanageable on the inside. The clearer this is to us the easier it is to be extrodinarily kind to others.

But if we are also suffering how is it possible to do this? It is not easy, it is a learned skill. It needs to be taught to all your employees. It must be practiced and practiced until it becomes habit. This habit needs to be policy and employees need to be encouraged daily until the habit is developed.

Customer Relationships are built on this knowledge. Why people act a certain way is always based on their level of life challenges at a given moment. This includes both employees and customers.

We cannot solve all their problems nor should we, but the fact that a person might be struggling in their personal or professional life needs to in the back of our mind whenever we deal with people.

There is nothing as memorable as a person's kindness when we are in a difficult situation.

Help your clients to solve their immediate problems (pertaining to your business!)and they will be satisfied. Give them reason to smile and they will be impressed. Do it every time they contact you and they will never leave you. Client loyalty is a reflection of the level of care they preceive they are getting from a business. This does not mean we sacrifice our profits and productivity. It means that we increase our profits and productivity. Happy employees work better and exhibit higher levels of company loyalty when dealing with customers and happy customers will return and tell their friends.

No matter what you sell or manufacture; from fertilizer to real estate, from preschools to restaurants, you are first in the business of providing solutions for people. These solutions need to include how the person feels when they walk out the door, and you must always keep that in mind.

Owner Lasting Impressions 2 - Custom Business gift baskets, greeting cards, Customer Service Tips
www.lastingimpressions2.com

Microsoft CRM: data conversion import from Act!

Best Software Act! is very popular CRM for small and mid-size organization.   This system attracts business owner by its low price, plus system is very easy to use.  However if your business is growing you should reach the moment to implement more advanced CRM solution.  Natural question is how do we convert the data from Act! to new CRM solution and the mapping of your objects for conversion.  You would probably like to avoid operator data entry with potential numerous errors and mistypes.  Assuming that you are IT specialist, well give you technical side of Act to MS CRM data migration

This system attracts business owner by its low price, plus system is very easy to use.  However if your business is growing you should reach the moment to implement more advanced CRM solution.  Natural question is how do we convert the data from Act! to new CRM solution and the mapping of your objects for conversion.  You would probably like to avoid operator data entry with potential numerous errors and mistypes.  Assuming that you are IT specialist, well give you technical side of Act to MS CRM data migration:

• First you need to download Act! SDK from Best Software website
• Install Act! SDK on the computer, where you plan to do programming
• Well use asynchronous data export/import model, this means that well design the system, containing two parts: export into XML and this XML file import into the CRM
• Lets code Act! data export application, well use C# to address Act Framework classes, well need these libraries:

using Act.Framework;
using Act.Framework.Activities;
using Act.Framework.Companies;
using Act.Framework.ComponentModel;
using Act.Framework.Contacts;
using Act.Framework.Database;
using Act.Framework.Groups;
using Act.Framework.Histories;
using Act.Framework.Lookups;
using Act.Framework.MutableEntities;
using Act.Framework.Notes;
using Act.Framework.Opportunities;
using Act.Framework.Users;
using Act.Shared.Collections;

• To connect to Act! database:

ActFramework framework = new ActFramework();
framework.LogOn("Act Username", "password", "SERVER, "Database");

• Now we need Act field names to map them with the fields in the MS CRM:

private void ShowContactsFieldsDescriptions(ActFramework framework) {

    ContactFieldDescriptor[] cFields = framework.Contacts.GetContactFieldDescriptors();

    ContactFieldDescriptor cField;

    for(int x = 0; x < cFields.Length; x++)

        {

            cField = cFields[x];
            Console.WriteLine("Table Name:tt{0}", cField.TableName);
            Console.WriteLine("Column Name:t{0}", cField.ColumnName);
            Console.WriteLine("Display Name:t{0}", cField.DisplayName);
            Console.WriteLine("ACT Field Type:t{0}", cField.ACTFieldType);
            Console.WriteLine("");

         }

}

• Lets get contact list and create the file for import instructions to MS CRM:

ContactList cList = framework.Contacts.GetContacts(null);
FileInfo t = new FileInfo("Contacts.xml");
StreamWriter stw = t.CreateText();

• Now we form export data:

for (int i = 0; i < cList.Count; i++) {

    string strContactXml = "<contact>";

    ContactFieldDescriptor cField;
    Object oValue;

    // First Name
    cField = framework.Contacts.GetContactFieldDescriptor("TBL_CONTACT.FIRSTNAME");
    oValue = cField.GetValue(cList[i]);
    if (oValue != null && !(oValue.ToString().Trim().Equals("")))
 strContactXml += "<firstname><![CDATA[" + oValue.ToString() + "]]></firstname>";

    // Last Name
    cField = framework.Contacts.GetContactFieldDescriptor("TBL_CONTACT.LASTNAME");
    oValue = cField.GetValue(cList[i]);

    if (oValue != null && !(oValue.ToString().Trim().Equals("")))
 strContactXml += "<lastname><![CDATA[" + oValue.ToString() + "]]></lastname>";
    else
 strContactXml += "<lastname>" + "N/A" + "</lastname>";

    // Salutation
    cField = framework.Contacts.GetContactFieldDescriptor("TBL_CONTACT.SALUTATION");
    oValue = cField.GetValue(cList[i]);
    if (oValue != null && !(oValue.ToString().Trim().Equals("")))
 strContactXml += "<salutation><![CDATA[" + oValue.ToString() + "]]></salutation>";

    // Job Title
    cField = framework.Contacts.GetContactFieldDescriptor("TBL_CONTACT.JOBTITLE");
    oValue = cField.GetValue(cList[i]);

    if (oValue != null && !(oValue.ToString().Trim().Equals("")))
 strContactXml += "<jobtitle><![CDATA[" + Regex.Replace(oValue.ToString(), "rn", "<BR>") + "]]></jobtitle>";

• This is only portion of the data, that could be transferred into CRM, the whole list of fields is too long for small article, but your could design the whole list of desired fields.  Please, pay special attention to replace <BR> HTML tag this is required for text data transfer into CRM
• Next is import application creation.  We will not describe here connection to MS CRM details please read Microsoft CRM SDK if you need this examples.  Well concentrate on the nature of the import.

 The XML export file should look like this:

<contact><firstname><![CDATA[John]]></firstname><lastname><![CDATA[Smith]]></lastname><salutation><![CDATA[John]]></salutation><address1_line1><![CDATA[1234 W. Big River]]></address1_line1><address1_city><![CDATA[Chicago]]></address1_city><address1_stateorprovince><![CDATA[IL]]></address1_stateorprovince><address1_postalcode><![CDATA[123456]]></address1_postalcode><description><![CDATA[Toy Corporation]]></description><ownerid type="8">{4F1849C3-9184-48B5-BB09-078ED7AB2DAD}</ownerid></contact>

• Reading, parsing and MS CRM object creation look is relatively simple:

        Microsoft.Crm.Platform.Proxy.BizUser bizUser = new Microsoft.Crm.Platform.Proxy.BizUser();

        ICredentials credentials = new NetworkCredential(crmUsername, crmPassword, crmDomain);

        bizUser.Url = crmDir + "BizUser.srf";

        bizUser.Credentials = credentials;

        Microsoft.Crm.Platform.Proxy.CUserAuth userAuth = bizUser.WhoAmI();

        // CRMContact proxy object

        Microsoft.Crm.Platform.Proxy.CRMContact contact = new Microsoft.Crm.Platform.Proxy.CRMContact ();

        contact.Credentials = credentials;
        contact.Url = crmDir + "CRMContact.srf";
        CorrectXML("Contacts.xml", userAuth.UserId);
        StreamReader reader = File.OpenText("Contacts.xml");

        string input = null;                       

        while ((input = reader.ReadLine()) != null)

        {

            string strContactId = contact.Create(userAuth, input);
            Console.WriteLine("Contact {0} is created", strContactId);
            log.Debug("Contact " + strContactId + " is created");

}

• Just consider in more details CorrectXML function it places OwnerId into XML contact tree:

        private void CorrectXML(string fileName, string userId) {

           File.Move(fileName, fileName + ".old");
           StreamReader reader = File.OpenText(fileName + ".old");
           FileInfo t = new FileInfo(fileName);
           StreamWriter writer = t.CreateText();
           string input = null;

           while ((input = reader.ReadLine()) != null) {

               input = Regex.Replace(input, "{_REPLACE_ME_}", userId);
               writer.WriteLine(input);

           }

           reader.Close();
           writer.Close();
           File.Delete(fileName + ".old");

        }

• Finally, we are launching export, import, opening MS CRM and looking at the contact list, transferred from Act!
• Separate task would be Sales data from Act!, Notes etc. we plan to describe them in the future articles

Good luck with integration!  If you want us to do the job - give us a call 1-630-961-5918 or 1-866-528-0577! help@albaspectrum.com

Andrew Karasev is Chief Technology Officer at Alba Spectrum Technologies ( http://www.albaspectrum.com ), serving Microsoft Great Plains, CRM, Navision to mid-size and large clients in California, Illinois, New York, Georgia, Florida, Texas, Arizona, Washington, Minnesota, Ohio, Michigan

CRM -- Turning Customers Into Clients

Estimates that 20 percent of customers account for 80 percent of total revenues in some businesses is a wake-up call! Finding new business a climate like that is expensive, and often unrewarding. As Barry Stamos points out in 'Best' Customers: More Profitable Relationships (Email Marketing Newsletter), Why spend resources attracting new customers until optimizing the profitability of your client relationships?

Estimates that 20 percent of customers account for 80 percent of total revenues in some businesses is a wake-up call! Finding new business a climate like that is expensive, and often unrewarding. As Barry Stamos points out in 'Best' Customers: More Profitable Relationships (Email Marketing Newsletter), Why spend resources attracting new customers until optimizing the profitability of your client relationships?

More Bang for Your Buck

Customer Relationship Management (CRM) is organizing and maintaining strategic connections with clients and customers to turn that sorry 20/80 stat on its ear.

Successful CRM is about competing in the relationship dimension explains Bob Thompson, CEO, CustomerThink Corporation, Not as an alternative to having a competitive product or reasonable price- but as a differentiator. If your competitors are doing the same thing you are (as they generally are), product and price won't give you a long-term, sustainable competitive advantage. But if you can get an edge based on how customers feel about your company, it's a much stickier--sustainable--relationship over the long haul.

Putting Clients First

Service is a client-centric activity, but theres plenty in it for you, too. For small-business owners (SBOs) and independent professionals, developing and managing healthy client relationships and providing superior service increases cross-selling and up-selling opportunities, and can spin off endless chains of high-leverage qualified referrals. Building on your client base also increases profitability, by cutting front-end marketing time and costs; but its the quality of those relationships that affects persistency, enhances your professional reputation, and can lead to future business from your hard-earned clients.

Technically, of course, when you make a sale, you dont have a client, you have a customer. A customer is someone who buys from you once; a client is someone who will buy from you, again and again. Clients who trust you and your expertise will come to you (and maybe only you) for your products or services. A client relationship is one in which both the buyer and seller agree that the first transaction was not a one-time event.

Client Relationship Management goals are clear:

Being seen as confident, competent professional;

Proactively servicing your existing business and providing extra value;

Meeting additional needs as clients situations change, and

Earning prestige recommendations or introductions to other qualified prospects.

The buyer must accept Client status, however, its not a label that can be stuck to the buyer by the seller. Client relationships must be cultivated and nurtured to stay healthy. To borrow a line from former New York City mayor, Ed Koch, simply asking clients, How am I doing? is a great way to find out.

CRM is typically characterized by continuous contact, shared expectations and mutually beneficial relationships evolving over time. The post-sale period must be carefully managed. Thank-you messages are courteous and business-like; progress reports may be useful in some situations.

Make a point of contacting clients informally several times a year, in addition to holiday messages and regularly scheduled service contacts. It can add up, but todays SBOs and independent professionals have a really simple and powerful way of delivering much more value to clients with less effort, since virtually all client service contacts can be automated.

E-Communications Its Expected!

People have come to expect email service notifications and other communicationseverything from thank-you notes, birthday and holiday greetings to cross- and up-selling messaging. If youre not using automation technology and a Web presence to the max, youre at a disadvantage (because your competitors are!).

At the same time, a lot of businesses are slow to acknowledge customer inquiries and service requests. Business research firm, Jupiter Research (http://www.jupiterresearch.com), found that nearly one-third of companies either took three days or longer to respond to customers' email inquiries or never responded at all. Bad on them!

But that can all be fixed with automated messaging built into e-mail systems. Meeting basic customer service needs in these ways improves persistency and client loyalty.

Just as understanding the people you're looking for makes it easier to find more of them, a markets unique make-up can help you tailor appropriate client communications. As consumers become increasingly sophisticated, so does the benefit of targeting client communications, not just promotional messages, to their needs, interests and buying behaviors. With today's technology you can readily customize client communications to each market segment.

Smart CRM Another Way to Succeed

CustomerThink Corporations Bob Thompson: Said another way, you can succeed with CRM by being SMART: Define a customer-centric Strategy; use appropriate Metrics ; ensure your organization is Aligned with your objectives; Redesign work processes as needed; and use appropriate Technology tools as enablers. But it all starts by putting your customers first and creating a better relationship with them than your competitors offer.

Want More? Send questions and comments to w.willard3@knology.net.

Bill Willard has been writing high-impact marketing and sales training for over 30 yearsbut as Will Rogers put it: "Even if you're on the right track, you'll get run over if you just sit there. Through interactive, Web-based "Do-While-Learning" programs, e-Newsletters and straight-talking articles, Bill helps small-business owners and independent professionals get the job done.

Microsoft CRM for Large Corporation Security

Microsoft Business Solutions CRM proved to be reliable solution in the whole spectrum of industries and market niches: transportation & logistics, education, recruiting & placement, supply chain management, pharmaceutical, oil & gas, aerospace & defense, manufacturing, wholesale & retail. When corporation is looking into CRM application to choose from one of the fist questions is security. In this small article well try to give you the highlights on the most typical questions we are receiving in the security area.

• Active Directory. Microsoft CRM uses Active Directory users and its security is built upon Windows domain security. We heard complains about this tight integration. If you compare MS CRM with Siebel, for example you will see, that Siebel security is built on the CRM level and Siebel can be installed on Windows and Unix/Linux platforms

• Vertical Security, Roles. If you are thinking about vertical security, say assign more rights to manager, versus salesperson, this should be done on the role level. We first talk about vertical security, to give you conception of the matrix-type of security, realized in MS CRM

• Horizontal Security, Teams. At this moment (MS CRM 1.2, MS CRM 3.0 is due in September 2005) team can include users only, not other teams, however, if you share the object with the team you can share it with multiple teams. This is the place where collective security begins. Imagine, you have Worldwide product line widgets and you have several regions: Europe, Pacific, USA, Australia & New Zealand, China. In gadgets team you have product manager, who should see all the sales worldwide, also you create regional teams for European, America, Australian etc markets and then make gadgets manager as team member of all these teams

• Secured Reporting. When you, as European market manager run report on the gadgets sales you see only records in your security realm. This statement is true even if you have customization, done in MS CRM SDK: C# or VB.Net.

• Presentation Level. If you use MS CRM Web or Outlook clients these are just two types of presentation level clients. Microsoft CRM schema sits in MS SQL server database, so if you deploy MS CRM SDK to modify/customize your CRM both presentation clients will get the custom interface

• Messaging. Microsoft CRM deploys MS Exchange. However you can improve MS CRM Exchange connector to catch emails by addresser email or domain, also you can deploy Lotus Notes Domino as email server check with Alba Spectrum Technologies

• Integration with MS Great Plains. Microsoft CRM integrates with GP customers, SOP Orders & Invoices. You can have custom integration, by calling Great Plains objects (customer annual sales info, employees payroll summary, etc.)

Good luck and you can always seek our help in customization, implementation, integration and support. Call us: 1-866-528-0577 or 1-630-961-5918, help@albaspectrum.com

Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Great Plains, Microsoft CRM customization company, serving Chicago, California, Arizona, Texas, Florida, Georgia, New York, Australia, UK, Canada, Continental Europe, Russia and having locations in multiple states and internationally ( http://www.albaspectrum.com ), he is Dexterity, SQL, C#.Net, Crystal Reports and Microsoft CRM SDK developer

help@albaspectrum.com

Microsoft Dynamics CRM V3.0 ? Customer Relationship Management

Customer Relationship Management software effectively implemented, provides business owners and management with an extremely powerful tool for bringing the front-office functions of sales, marketing and customer support together and working far more effectively as a combined team.

Many businesses think wrongly that a CRM solution is only for enterprise class concerns with large check books when in fact software providers such as Microsoft offer scaleable versions for all company sizes. Microsoft Dynamics Software has evolved from their enterprise class Great Plains software however versions have been developed and aimed specifically at the small and mid-range business market.

Microsoft Dynamics CRM v3.0 allows businesses to respond to the growing challenges in the modern business environment by bringing client and prospect information into a central repository, organizing the information and allowing users throughout the business to access the data when they need it. Microsoft Dynamics CRM v3.0 delivers the ability to manage the customer relationship throughout the entire sales cycle from initial enquiry in response to a marketing or sales campaign, through to pre-sales meetings, the actual sale and post sale issues such as delivery and repeat ordering.

Microsoft Dynamics software empowers every decision maker in your business to satisfy customer demands by providing the most up-to-date and accurate client information they need when they need it and ensure that the history of the relationship is encapsulated for all to share. Decision makers in this context need not necessarily be management but a customer service representative with a customer on the telephone asking about an order or information on your other products. All staff in contact with prospects and customers will be able to see at a glance what is happening with a particular account and in customer relations, knowledge is power. Customer relationship software provides everyone in your business with the ability to demonstrate an outstanding level of customer service not possible by traditional reporting methods.

The ability to integrate a customer relationship software solution with existing applications already employed by your business allows for the transfer of information between your word processor and spreadsheet applications and the CRM. Microsoft CRM software has been specifically designed with Microsoft Outlook and Office in mind, and allows a seamless user experience. Mobile workers reliant upon email are able to access Microsoft Dynamics CRM v3.0 via their Outlook client, while marketing and sales campaigns can use data imported from the Dynamics Suite directly into Microsoft Word and Excel applications for marketing campaigns and mail shots.

If your business has several office and site locations, it is still possible to implement a customer relationship software solution across the whole company. Microsoft Dynamics v3.0 is well adapted to be delivered to remote locations via Microsoft Terminal Services, Citrix and other ?thin client? solutions. An example is where a business has a central warehousing facility in Detroit with sales offices in New York, San Francisco and Chicago and they all are able to utilise the customer relationship software solution almost in real-time.

Microsoft Dynamics CRM v3.0 benefits your business by saving time and costs, minimizing non-productive activity while maximizing sales revenue by ensuring that sales leads are followed up and do not get lost or ?fall between the cracks?, while customer retention is improved by enhancing customer relations and service.

Syed Ali, is the lead CRM consultant for a Toronto based company. His company offers, Microsoft CRM Software Syed can be reached at Tel : (905) 815- 1995 ext 22, email :asyed@cqsolutions.com

The Importance Of Crm Customer Relationship Management

CRM Customer Relationship Management is one of the newest innovations in customer service today. CRM stands for customer relationship management and helps the management and customer service staffs cope with customer concerns and issues. CRM involves gathering a lot of data about the customer. The data is then used to facilitate customer service transactions by making the information needed to resolve the issue or concern readily available to those dealing with the customers. This results in more satisfied customers, a more profitable business and more resources available to the support staff. Furthermore, CRM Customer Relationship Management systems are a great help to the management in deciding on the future course of the company.

As mentioned, there is much data needed for the CRM system to work. These fields include the customer name, address, date of transactions, pending and finished transactions, issues and complaints, status of order, shipping and fulfillment dates, account information, demographic data and many more. This information is important in providing the customer the answer that he or she needs to resolve the issue without having to wait for a long time and without going to several departments. With just a few mouse clicks, a customer support representative for example can track the location of the customer?s package or order. This is infinitely better than the cumbersome process of tracking shipments previously. Furthermore, the customer service representative will also be able to see the previous concerns of the customer. This is a great help especially if the customer is calling about the same issue since he or she will not have to repeat the story all over again. This results in less time in resolving the issue, thus, higher productivity of the support staff.

CRM Customer Relationship Management systems are also important to the top management because it provides crucial data like customer satisfaction and efficiency of service by the frontline crews. A piece of customer relationship management software will also be able to generate the needed reports for product development or new concepts. Furthermore, this system will also be a great help for the top management in deciding the company?s future course of action, whether it involves phasing out one of the products on the shelves or making adjustments to one of the products sold.

The reports generated by CRM systems are also invaluable to your advertising and marketing planners, as they will be able to pinpoint which ideas works and which do not. Because of CRM systems, you will be able to release advertisements or plan marketing campaigns more in tune with your target market. This will also lead to more responses to your advertisement and a more effective marketing campaign.

Successful integration of a CRM Customer Relationship Management system in your company, however, might not be as easy as it seems. The following might give you an insight why CRM systems fail in some companies? Most companies fail to prepare for CRM systems. By this, I mean that most companies fail to integrate all the departments that need to share the information for it to be effective. Furthermore, CRM units scattered all over the company?s departments is often more effective than just making one big CRM department. This will ensure that each department will get the information and data that they need.

A CRM system will also help you a lot in expanding your business. As CRM systems are capable of handling enormous amounts of data, CRM systems will help you a lot in coping with the increased numbers of customers and data. With a CRM Customer Relationship Management system installed and properly utilized, you can be sure that all data is maximized and used to ensure that your business will be successful and your customers a lot more satisfied than before.

Steven Taylor is a Marketing Consultant to http://www.Retronix.com - one of the most innovative and effective suppliers to the electronics & semiconductor industries. Services include BGA Rework and De-Bug Services.

Nestle Waters Johannesburg needs customer relationship coaching

Nestle Waters in Johannesburg needs help. It's abundantly clear that in order to get a job in their accounts department you must score zero on emotional intelligence and if possible, even lower on a customer relationship-marketing index.

My little business paid over R 1 000 in advance for Nestle bottled water. Because I've been out of commission following surgery, I probably didn't notice that I'd been billed some R 300 for the annual rental of their water cooler. They didn't pick up the phone to tell me that. They just discontinued the service - 'put the account on hold' is their sad euphemism for the same action. Whichever way you explain it, they cut off the water delivery. Yet, overall, I'm still in credit with them.

I queried the absence of deliveries with their customer service people. The guy put me through to their accounts department where one Vanashree told me our service had been put on hold due to non-payment. I told her to have her superior call me.

He did. He's an arrogant man named Francois Roos. He shouldn't be allowed to talk to customers because he doesn't know how to. Having told me to keep quiet while he explained 'their system' (remarkably I managed to) he then proceeded to butt-in non-stop when I attempted to point out that the semantic nonsense of 'account on hold' still means cessation of service. When I told him that halfway-decent business professionalism decrees phoning a client before messing with the relationship and their service, he said, 'We're too busy to phone 6 000 people.' Interesting. When Nestle Waters one day start losing market share, as they surely will with this sort of gauche behaviour, he will have been a significant contributor to the fall-off.

He actually had the gall to laugh at me when I threatened to escalate the issue within Nestle and said, 'You do what you want.' Having worked as an Ogilvy advertising executive on Nestle's brand business many years ago, I was of the impression that they once were gentlemen. The Nestle water experience I've just had leaves no doubt that those days are gone.

I've put in two calls this afternoon for someone at Nestle Head Office in Johannesburg to call me back. Nuthin' - they're probably too busy cutting off water deliveries on the instruction of the anal customer-toxic accounts department.

Fortunately for Nestle I prefer the taste of their bottled water over most others. Otherwise I'd tell 'em to come collect their water cooler. Nasty people to do business with.

Clive Simpkins is a Change Architect and Strategist. http://www.clivesimpkins.com

9 Steps to Building a Profitable Customer Relationship

Success in sales depends directly on your ability to make yourself likeable, and create a positive experience for your customers. The following 9 Tips are some of the best - and easiest - ways I know to help you create a more positive customer experience:

Love what you sell, the company you work for and the customers you serve.
If you are truly passionate about these three things, your willingness to help your customers solve their problems will shine through. Customers will believe your sincerity and be captivated by your excitement. In short - you will be fun to work with. Our studies show that customers prefer to buy from sales people who overtly show that they believe in the products they sell, and the companies they work for. Choose to be honest, open and empathetic to your customers' needs, and you will experience consistent sales growth, build an excellent reputation and become one of the top performers in your field.

Be empathetic and compassionate.
Truly care about your customers, and remember that no matter how good an actor you are, faking it simply won't work. Ask questions, take notes and lean in to show that you're engaged in their answers. When you take an interest in people, they remember you - and when people remember you, it's good for business.

Add value and give first.
Share your network of contacts with your customers, and don't expect them to give you their business without you giving them something first. I don't mean give away free product in the hopes they will buy more. Instead, give away things that increase your value - like a referral to a partner of yours, a solution to a business problem that you read about or heard from someone else, or even help finding a new dentist!

Make eye contact.
This is especially important when you walk into a room full of people. Eye contact is also essential after we get to know people, because it cements our existing relationships and lets them know that we're still interested in their well being. Very few sales people ever look their prospects directly in the eye. By simply smiling and making eye contact, you'll be surprised how much you will set yourself apart.

Express your true intent.
Tell customers upfront: "I don't know if there's a fit between what you need and what I have right now, but I'm hoping we can explore that in more detail during this meeting." Or: "I only have your best interests at heart, and I promise to be honest with you throughout our conversation. In the end, I hope that we can mutually decide if there is a reason to move forward. If not, that's fine too, and I hope you'll feel comfortable telling me so." This advice runs counter to 90% of the approaches I see being used in the field today. But then again, maybe that's why only 10% of sales people are top performers. Try it yourself a few times, and you'll be amazed at the response you get.

Don't go for the big decision all at once.
In our personal lives, we don't propose to someone on a first date (at least, not usually!). The same is true in our business relationships. So get approval from the customer to move ahead in increasing increments. The first approval might be just to agree to speak openly with each other, as outlined in Tip #5 above. The second could be an agreement on a follow-up call time or meeting date. The third might be gaining agreement on the decision making criteria or a commitment to have the "big boss" present at the demo, followed by an agreement to a "go/no go" decision date. All too often, I see sales people jumping way ahead of their prospect's buying curve. This puts the buyer and seller out of synch. When the sales person is trying to close while the prospect is still evaluating options or determining risk, trust is broken, the prospect feels pushed and the sale comes dangerously close to disappearing.

Use friendly, warm words.
When you use simple language instead of formal "business speak," people respond better and trust you more. So limit your words to three syllables max. And don't try to impress prospects with your extensive vocabulary, or you may end up just sounding fake.

Use people's names.
When it comes to using names, there are just two rules to follow: first, be aware of whether they're more comfortable with first name only or title + last name; second, never overuse their name - this only sounds corny and false. Dale Carnegie once said, "nothing is so beautiful to a person as the sound of their own name." Just use your discretion.

Ask the right questions.
Successfully building agreement with your prospects depends on your ability to ask the right questions. What are the right questions? Those that move the prospect from an intellectual position of knowing they have a problem that needs to be solved, to an emotional state of trusting you to solve that problem in a way that will satisfy them.
In short, the right questions are those that reveal true buying motivations. Mastering the right questions will ensure that you and your client build a strong relationship, wherein you can both succeed - and profit!

To help you close more deals and build lasting profitable customer relationships, try asking some of the following questions during your needs analysis:

1. Identify the intellectual problem with a lead-in question.

• What makes you think...?
• How do you select...?
• What?s most important to you about...?
• Where do you see...?
• How have you employed...?
• What has been your experience with...?
  

2. Develop an intellectual awareness about this problem.

• Can you tell me more about it?
• Could you be more specific?
• How long have you had this concern?
• What have you done to address it?
• How did that work out?
  

3. Identify the specific business impact of this problem.

• How has this problem impacted your organization?
• If you had to guess, what do you think this problem is costing your department / company / business / etc?
• What will happen if this problem continues?

4. Get emotional! Identify the specific personal impact of this problem.

• What impact does this problem have on your job / your staff?
• How important is this to you personally?
• What will happen if you don't find a solution to this problem?
• Why is it so important?
  

Remember: your success is directly determined by the way you are perceived, and the amount of effort you put into your career. Changing any of those variables will have a huge impact on whether you succeed or fail.

After all, in good times or in bad, the type of sales person you choose to be is 100% up to you.

 

Colleen Francis, Sales Expert & Founder of Engage Selling Solutions.Colleen's Lead-Up Coaching - 60 days free: www.lead-up.comReceive free 6 wk e-course & bi-weekly e-zine, Engaging Ideas: www.engagingideasonline.com

 

Improving Your Customer Relationship Management by with Blogging Technology

Before I address the following questions: What is a blog? and What can a blog do for your business?, let me pose a few "What if . . ." questions to you.

Keeping in mind that before your prospects and customers buy from you, they need to know you, like you, and trust you. In other words, they need to know, whether overtly or covertly, that they have a trusting and ongoing relationship with you. What better way to accomplish for them to get to know you, trust you, and like you than with a blog?

Now, here are my "What if . . ." questions:

* What if less than two minutes after creating and publishing your blog, it were to be promoted to thousands of prospects without any extra effort or cost on your part?

* What if your blog gave you immediate access to hundreds of international prospects?

* What if you had immediate access to hundreds of prospects in your city, state, or country who had interests and hobbies similar to yours?

* What if every time someone clicks on a hyperlinked keyword in your Profile that describes your hobbies, occupation, industry, favorite books, movies, music, or artist, your blog pops up?

* What if every time you left a comment on someone elses blog, you could leave a hyperlink to your website, blog, or email? (a mini no-cost commercial!)

* What if whenever someone enters your name or business name (completely or partially) into a major search engine, your website or blog pops up in their search results?

* What if every time you post content on your blog, it would bypass the spam filters and instantaneously appear on your subscribers desktop without any extra effort or cost on your part? (- an excellent opportunity to get your sales, special messages, or time-sensitive announcements into their hands, or actually in front of their eyes!)

* What if your satisfied customers had the opportunity to place their self-generated testimonies on your blog? (Although some will take the initiative to do so, others might need encouragement. That's all right. Just make an incentive opportunity of it! Offer some incentive for their efforts.)

By now you should be beginning to see the powerful marketing potential a blog offers you. These are just some of the powerful customer relationship management features a blog offers you.

But wait! There's yet more!

* What if you were to combine these powerful features with other online and offline efforts such as a blogathon, teleseminar, webinar, online articles, and others?

* What if doing so would enhance your customer relationship management?

* What if doing so would decrease returns and refunds?

* What if doing so would increase sales?

Think about it! I realize that successful marketing and sales are still high-touch entities; however, I also realize that when you combine your high-tech efforts with your high-touch efforts, you're bound to be successful!!!

Now to answer the original questions, What is a blog? and What can a blog do for your business?:

A blog, short of web log, is an interactive web-based journal that encourages participation from viewers. It looks like and does everything a website does and more! A blog serves as an excellent supplement to your website and other marketing efforts. Entries, called posts, are published by date on the page according to your predetermined quantity and are archived in the margin according to your predetermined frequency.

A blog offers your business countless marketing options. Specifically, a blog:

* gives viewers, prospects, customers, and subscribers who might have had difficulty in the past immediate access to you.

* helps to reduce your time spend distributing emails and other messages.

* improves your content delivery rates by 100%.

* improves your search engine rankings.

* publishes constantly fresh content.

* bypasses spam filters completely.

* improves your online visibility.

* enhances your web presence.

* generates more visitors.

and more . . .

So, if you don't already have a blog, I only have one question for you: What are you waiting for? !?

Don't let this cutting-edge technology, this powerful marketing tool, pass you by. Online companies are popping up all over the internet offering you free blogs. My recommendation is that you grab one, or two or more! Most, if not all, are extremely easy to create, but may be time-consuming, according to your already hectic schedule, to maintain.

If that's the case in your situation, you might want to call in outside help. Consider the high school computer techie next door, or the college-age computer-major son or daughter of a friend who could always use a few extra bucks.

I leave you with this wish: May you always be successful in looking for and using new and creative ways to maximize your earning potential.

Remember: When you maximize your potential, we all win! When you dont, we all lose.

Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts lectures, seminars, and workshops, and writes articles on: ... helping you maximize your potential for individuals, schools, small businesses, and non-profit organizations, Reach him at www.MasterBlogBuilder.com/

The new Customer Relationship Management CRM functions

C.MeloPublishing Guidelines: You may publish my article in your newsletter, on your website or in your print publication provided you include the resource box at the end. Notification would be appreciated but is not required.

The new Customer Relationship Management CRM functions

By J.C.Melo

The Customer Relationship Management CRM system was born because of the need for a software to analyze customer's data - as for example its preferences - changing rough data that usually exists in any customer's database, into important information about the same customer. That is to say, a new modern sales & marketing tool.

In this first period the data of an online and real-time accounting & management system was analyzed by this stand-alone CRM software, and in the following period those accounting & management systems integrated this initial marketing & sales functions of a CRM.

Soon after, this new accounting & management system - now integrated with the CRM functions - included a Call Center system of the last generation with or without a voice processing system - input and output - through the telephone system usually so loved by us.

Soon after appeared an obvious question: If the CRM support my customers, why don't change it to support all the external functions of my company, as for example my suppliers, distributors, representatives, branches, affiliated companies, employees's families, etc., each one with different needs and processings?

This is the current Customer Relationship Management CRM system, for everything concerning the external world of a company, and consequently its original name no longer represents its current functions in spite to be widely used.

Today we should split the IT system of a company in two great sides but in the near future will be only one system:

1. Enterprise Resources Planning ERP, for the internal world of a company, on which we will write another article in the near future,

2. Customer Relationship Management CRM, for the external world of a company.

However it's absolutely necessary to understand that a CRM is not a software package that can be installed and immediately will be ready to work, but yes a system that obligatorily should be implemented by IT specialists together with the whole company in a continuous job, besides to be adapted to the specific needs of the company. And because the CRM was not interpreted correctly by a large amount of companies, recent research showed that 42% of purchased CRM systems are inoperative for been interpreted as a push-button software.

However if very well designed and installed, a CRM is a powerful tool for a company to grow on this digital business Century, certainly surpassing your competition and generating reasonable ROI Return on Investment.


The new Customer Relationship Management CRM functions

By J.C.Melo

The Customer Relationship Management CRM system was born because of the need for a software to analyze customer's data - as for example its preferences - changing rough data that usually exists in any customer's database, into important information about the same customer. That is to say, a new modern sales & marketing tool.

In this first period the data of an online and real-time accounting & management system was analyzed by this stand-alone CRM software, and in the following period those accounting & management systems integrated this initial marketing & sales functions of a CRM.

Soon after, this new accounting & management system - now integrated with the CRM functions - included a Call Center system of the last generation with or without a voice processing system - input and output - through the telephone system usually so loved by us.

Soon after appeared an obvious question: If the CRM support my customers, why don't change it to support all the external functions of my company, as for example my suppliers, distributors, representatives, branches, affiliated companies, employees's families, etc., each one with different needs and processings?

This is the current Customer Relationship Management CRM system, for everything concerning the external world of a company, and consequently its original name no longer represents its current functions in spite to be widely used.

Today we should split the IT system of a company in two great sides but in the near future will be only one system:

1. Enterprise Resources Planning ERP, for the internal world of a company, on which we will write another article in the near future,

2. Customer Relationship Management CRM, for the external world of a company.

However it's absolutely necessary to understand that a CRM is not a software package that can be installed and immediately will be ready to work, but yes a system that obligatorily should be implemented by IT specialists together with the whole company in a continuous job, besides to be adapted to the specific needs of the company. And because the CRM was not interpreted correctly by a large amount of companies, recent research showed that 42% of purchased CRM systems are inoperative for been interpreted as a push-button software.

However if very well designed and installed, a CRM is a powerful tool for a company to grow on this digital business Century, certainly surpassing your competition and generating reasonable ROI Return on Investment.

J.C.Melo is a 73-years old IT professional with 54 years of experience in computer science & technology entrepreneurship. He was the owner of the first minicomputer factory in South America and Consultant for the U.S. Government in several contracts. Now is the CEO of the organization
http://mba-open-university.net.

 

Mobile Sales Force Automation - How companies doubled its sales volume with wireless technologies

Introduction

In countless vertical business markets, mobile professionals are roaming far from their corporate campuses with laptops and cellular phones in tow. The increasing ubiquity of Wi-Fi hotspots and high-speed cellular networks, in part, has made these road warriors depend on real-time access to email, calendars and other corporate information systems.

Similarly, Sales force workers equipped with mobile devices such as Tablet PCs and ruggedized handhelds can be found in retail stores, on construction sites, in manufacturing plants, on service calls and everywhere else business is being done. Mobility gives them the tools they need for order-entry, shipment tracking and business intelligence reports. The use of mobile devices increases accuracy and eliminates redundancy, so there?s no need to carry around a stack of manuals.

Throughout business locations such as factories, offices, hospitals and other facilities a new breed of mobile worker, often referred as corridor warrior are seen armed with lightweight, handheld devices linked to wireless local area network (WLANs). The real-time communications and information access made possible through these complete mobile solutions is redefining the ways professionals perform at their jobs and consequently the costs of doing business.

These solutions are helping to raise the standards that both businesses and their workers are held to. This White Paper will discuss how the benefits of mobile solutions, are empowering Enterprises and their employees to improve revenue, engage in industry best practices and offer the best practices possible with its new features, functions and capabilities.

Obstacles in traditional SFA

A firm that has mobile sales force has been facing a lot of obstacles in recent times. They must continue realigning as the market changes. Earlier SFA Applications served the basic needs of field workers such as access to emails, contact management, calendaring and scheduling. Even though these features remain the dominant in SFA, the portfolio of capabilities has started to expand. A firm must adjust the pace of rebuilding the mobile force to match expected obstacles. The common anticipated obstacles are

• Focus ? Wasting time, money and resources on uninterested prospects. Instead of focusing on best prospects, sales force spends time on all the prospects.
• Access ? The Sales person often are not able to satisfy customer needs as they do not have access to the information that are sitting elsewhere in a database back at the office.

This led to the expansion of Mobile Sales Force Automation.

Expansion in Portfolio of Capabilities

• Quick Access to Information ? Imagine having outdated and inadequate information when you are in a sales call. Sales people should have critical facts and figures on the field that help them to close a deal. By providing the sales people with quick access and communicate information to and from the field allows the sales people to get the most from the time they spend with the customer.
• Shortened Sales Cycle ? Sales people can access current product information, check inventory and quote prices during a customer meeting which gives an outlook that they are very responsive. During the sales call customer can be informed about their accounts receivable status and credit standing with the push of a button. By using their mobile device the sales professionals can remove tedious tasks and reduce the delay in sending accurate information about customer meetings. Remote order entry capability also eliminates manual input of data into ERP. With these sales cycles are shortened, accurate information is gathered, customer is satisfied and revenue is increased.
• Sync Capability ? Synchronization provides a simple method of sharing data and merging new and updated information between offline users and the Mobile Server. When the offline user comes online he should be able to retrieve the updated information from backend server through mobile server and the information in his mobile device should be updated with the backend server. This ensures timeliness and accuracy of the information. The changes made outside the wireless coverage should be reliably conveyed to the backend. This ensures the sales professionals have most recently updated information and at the same time they need not reenter data again and again into the database. For Example, the corporate network of a major banking industry is designed to provide sales professional with reliable real-time access to their server. In a customer?s place network coverage is not stable always, it gets lost. They need to use their mobile device and enter data as they interact with customer and then make that data available to the server as soon as the connection returns.
• Always On Sometimes Connected ? During sales call, sales professionals are in consistent time constraint. They need to deliver their messages efficiently as well as effectively so that they don?t waste the face time with the prospects. The required boot of the laptop can waste a considerable amount of time in front of the prospect, which makes it less optimal. In such cases, sales professionals needs a mobile device which can help them access critical information in a small screen. ?Always On capability is a must and the sales professionals can connect sometime to retrieve information.? An efficient and powerful search capability is an important requirement.
• Security ? With the growing functionalities in today?s SFA security plays a very important role. The primary security requirement is that all users should authenticate themselves as a verified user into the corporate systems. This ensures the sales professional accessing into critical information is an authorized user. And also an insecure connection or a lost device can cause a loss to company?s proprietary data, in turn lowers competitive advantage. Mobility devices should have strong encryption capabilities for application data as it is transmitted over a network using a standard communication. A strong encryption system such as Triple AES (Advanced Encryption Standard) or DES (Data Encryption Standard) is necessary in ensuring the application data on the device is protected. In case of any lost or stolen devices, they should have the ability to remotely disable it.

SFA Mobile applications open up new frontiers

Recent advances in both wired and wireless Internet access solutions have spurred faster growth of mobile sales force population in the last couple of years, with hosted applications promising to open up new frontiers. The following features emerged into SFA applications, assures companies to maximize its capability to effectively and efficiently manage mobile users and devices.

• Policy-based Management ? Can provide a way to allocate network resources, primarily network bandwidth and security (firewalls), according to defined business policies. Users can be defined as individuals, groups, communities, and have specific management capabilities applied to them. This can be easily changed, and can be tied to a directory.
• Broad functionality ? Can function with a wide variety of applications and data requirements. Most of the applications have the needed interfaces to allow customization and additions.
• Directory integration ? Can interface with already defined directory structure and policies so a stand-alone or duplicate directory is not needed.
• Scalability ? Can provide management for a large number of users with a large number of devices.
• Single console for all network/application/device/security ? can provide a single console from which it can define, control, deploy and maintain all aspects of the device, application, network and security.
• Web-based console ? can be managed from a web-based console from any standard browser, allowing management from local or remote locations, and on a variety of devices.
• Support for diversity in devices, platforms, and networks ? supports a variety of devices, connections and platforms, and will continue to expand on the device types and OS flavors.
• Security components ? Provides at least a minimum set of security capabilities within the product. Can be integrated with higher-level security tools.
• Bandwidth aware ? can adjust for whatever bandwidth is available for the particular connection (e.g., delivering massive file updates on a slow connection).
• Dashboard ? can provide a management dashboard of information on processes, users, devices, performance, etc.
• Backend management integration ? can integrate effectively with other back-end management infrastructure already deployed within the organization without needing to retrain existing staff already familiar with the application.

Emerging trends in Mobile Capabilities

Today, an assortment of technology is used by sales professionals, ranging from laptop computers to consumer-grade personal digital assistants (PDAs) to beepers and cell phones. These top features provide a solution for everything a sales professional may need while out of the office.

• Integration ? Ability to integrate with enterprise-level business applications.
• Operating System ? Defining a standardized OS environment has greatly eased deployment of devices. Much like the PC desktop environment, the ability to deploy a single platform to all users means allowing a uniform distribution of SW, and a consolidated support requirement. Can support Familiar Microsoft Windows Mobile-based operating system.
• Deployment platform ? Companies ultimately deploy applications on one of two major platforms: Microsoft .Net, or Java. However, many organizations will deploy both. Can run in either environment (e.g., running a JVM on a Windows Mobile device supporting .Net).
• Third party application availability ? Many application vendors now offer mobile extensions to their application suites, providing a convenient means of extending applications to a mobile sales professional. However, not all vendors provide such capability, nor do they support all platforms. Third party middleware extensions provide needed functionality when not available within the application.
• Asset Management ? Deploying devices to users is only part of the challenge. The greater part of the challenge is managing the deployed assets. Devices deployed in enterprise settings provide the appropriate tools to mange the devices adequately, even when used with a third party asset management application.
• Connectivity ? Companies are relying on the notion of the ?real time enterprise? which requires up-to-date data acquisition of business activity information, as well as empowering employees with the data necessary to make the proper decisions. Mobile devices offer connectivity, even if not immediately used with the expansion of WiFi deployments within companies, as well as in public places. Can also allow a choice of radio connectivity options.
• Battery Life ? Battery life varies greatly depending on usage factor but the bottom line for most users is, can mobile devices get the user through the workday without a recharge? Most consumer PDA devices are challenged to provide a full day?s operation when using a wireless connection (WiFi). Can provide sufficient powerful batteries to provide at least one day?s operation, and allow full recharge overnight. Further, can provide field replaceable battery, as most batteries will only withstand about 300 charge/discharge cycles.
• Data Capture ? Data capture options provide linear and two-dimensional scanning or imaging.
• Voice telephony ? Voice telephony for push-to-talk (PTT), peer-to-peer (P2P), private branch exchange (PBX), one-to-one or one-to-many communications.

Future Technology Accelerators

Tablet PC

Tablet PCs combine the touch screen and handwriting features of the PDA with the computing power of a notebook computer in a compact and light weight design. End-user experiences the same look and feel in the office as in the field. Other advances in battery life and wireless capabilities are also eagerly anticipated.

Voice

Emerging technologies that allow natural text to speech dictation will allow easier data capture by both sales professionals and other members of the sales channel. Such services can run on mobile devices or via telephone services to a central server. Such solutions will tie directly into sales and marketing applications and can help increase the amount of useful data that can be captured in the field.

Extending into Field Analytics

As wireless networks improve, our ability to access information throughout the enterprise increases. Through integration of analytics into a mobile environment, we bring the sales professional in closer contact with the home office and help them to better highlight customer needs. We will be able to better measure and predict behavior and the interactions with the customer and, in turn, support changes in the business landscape, such as product launches and formulary changes.

RFID [Spell out] ? Radio Frequency Identification

An RFID system comprises three main elements: electronic tags, tag readers and software to store collected data.

The tags, which consist of a silicon chip and an antenna, provide each individual object to which they are attached with a unique identifier. When scanned, the tag transmits a wireless signal to the reader, which in turn sends the data to a database. The reader can also write information to the tag if required.

RFID technology is becoming prevalent in logistics where the movement of mobile tags, for example on pallets of consumer goods, is read by static readers, say, in goods in/out bays of a warehouse. However, for Sales Force Applications, this concept is reversed: the tags are static and the readers are mobile, i.e. carried by the sales professional. Tags can be attached, say, to a fixed location for proof of attendance, or to a specific item of machinery to be checked.

Top 5 reasons to make SFA MOBILE

• Company conducts business in a national or global market.
• Sales professionals spend more than 25% of the time out of office.
• Business depends on quick and informed decisions from people who are frequently on the road.
• Sales professionals need to have quick access to information and provide quick answers to the customers when they are on the call.
• Nimbleness is a competitive advantage for the sales professional.

Sample Case Study

Challenge

A famous Banking company needed a robust tool for managing sales leads and opportunities with visibility of the sales pipeline. The company desired a web-based, customizable solution that would be a good fit with that company?s mobility offerings to their sales professionals. It also desired a low-risk solution that could scale as the company grews. They also wanted their sales professionals to have up-to-date information about the leads they handle.

Solution

They selected ZSL?s middleware technology for its wireless capabilities, ease of deployment, configuration and customization. Through ZSL?s middleware technology the sales professionals were able to wirelessly access the provisioning functionalities such as sales order management systems and hosted prospect database. In addition, they were impressed with ZyPrism?s ability to synchronize data?s with reliable real-time access.

Results

Because of availability of data at real-time sales professionals were able to respond to customers at a quicker rate, shorten the sales cycle, increased their productivity and greater revenue generated. Because leads are pushed via alerts directly to sales professional?s Mobiles, sales professionals started experiencing faster response times to people who register interest via the web or its sales call center.

Conclusion

By providing quick access to information to sales professionals available at back-end data and applications helps them to shorten the sales cycle, gather accurate information, improves customer satisfaction and increase revenue. Sales professionals become more responsive to customers through expansion of capabilities in SFA.

With Synchronization feature in SFA sales professionals are equipped with real time and updated information, which in turn helps them to provide customers with up-to-date prices and inventory available. Remote order entry capabilities reduce the burden of entering the data again in the database residing at the server and help them to close the sale quickly and efficiently.

Business productivity and customer satisfaction can be achieved when mobile and wireless solutions are used wisely. Mobile solutions have truly come of age and can literally transform business to newer heights. Now is the time to evaluate how becoming more mobile sales professionals can be more productive. Its time to craft your mobile strategy otherwise your competitors are likely to go mobile giving them the competitive advantage.

Expansion in the capabilities of Sales force automation applications holds great promise for improving the efficiency of mobile sales professional and reducing the overall cost of sales. The enterprise network should be properly equipped to provide reliability, security, bandwidth, adequate remote connectivity and management controls. Mobility can give all the business advantages with these capabilities.

 

John Solomon is with ZSL. ZSL realizes that salespeople are mobile by definition. ZSL uses technology to make sales team more focused and successful. ZSL?s solution is customized in such a way that sales professionals get the direction they need and managers get the information they need. The bottom line is increased profits.

ZSL is an ISO 9001 certified provider of Onshore, Offshore & Near shore technology services. ZSL offers substantial cost savings and enhanced performance associated with a secure and effectively managed global development model. For over 10 years, ZSL has been partnering with a loyal following of clients seeking to leverage our proven delivery methodology, as well as 24/7 access to the very best technical resources and development tools available anywhere.http://www.zslinc.com