Microsoft CRM or Siebel

 by: Andrew Karasev

Siebel is traditional CRM market leader, however and mostly due to recession 200-2003, Siebel lost sizable portion of CRM market to new tiger, such as Microsoft CRM. Microsoft CRM s recent (2001) CRM answer from Microsoft and attempt top get market share from traditional vendors: Siebel, Oracle, Onyx. Now it is targeted to the whole spectrum of horizontal and vertical market clientele. It is tightly integrated with other Microsoft Business Solutions products such as Microsoft Great Plains, Solomon, Navision (the last two in progress).

We would like to give you Microsoft CRM selection advise, based on our MS CRM consulting practice, going back to its inception in 1999. This article is written in FAQ style for beginner level

1. What is your industry how strange it may look close to 40% of our clients or so-called orphan clients who needs help with Microsoft CRM customization are freight forwarding, transportation companies, who needs either improvement in Exchange-CRM connector or MS CRM integration with their freight forwarding system, where they would like to see on the fly resent shipment info. And also to mention freight forwarding companies are usually large (more than 50 CRM users)

2. How comfortable you are with Microsoft technology in-house support The old-days idea of Apple computer was to make computer absolutely intuitive and working for housewife. Now we know that this is not realized so far. If you compare MS CRM with Siebel you will see that MS CRM requires y0u to have Microsoft Certified people in staff. Everyone knows that Microsoft is so innovative that each product requires daily service packs and patches

3. Do you have Great Plains, Solomon or Navision CRM is usually integrated with ERP system and if you are looking at MS CRM you should benefit if you have ERP from Microsoft Business Solutions (Great Plains, Solomon, Navision, Axapta or Small Business Manager - SBM)

4. Operating System Philosophy - Microsoft likes clients who have no UNIX/LINUX/IBM/Apple etc inclination and staked on Microsoft Windows 2003/2000/XP/Longhorn, preferably staying on Intel platform (No AMD Athlon 64)

Have fun in selection and decision. We are here to help you: 1-866-528-0577

About The Author Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Microsoft CRM, Microsoft Great Plains customization company, with offices in Chicago, Phoenix, Los Angeles. San Francisco, San Diego, New York, Atlanta, Denver, Miami, Toronto, Montreal, Madrid, Moscow (www.albaspectrum.com), he is Dexterity, SQL, C#.Net, Crystal Reports and Microsoft CRM SDK developer. akarasev@albaspectrum.com

#BREAK#

Microsoft CRM Modification overview for IT specialist

Microsoft CRM Modification overview for IT specialist

 by: Andrew Karasev

Microsoft CRM is now on the scene and it is increasing its market share, due to the Microsoft Business Solutions muscles and marketing strategy. It is tightly integrated with other Microsoft Business Solutions products such as Microsoft Great Plains, Solomon, Navision.

If you are programmer or database administrator who is asked: how do we modify Microsoft CRM read this article and you will have the clues for further research.

1. Microsoft CRM SDK this is software development kit with C# and partly VB.net code samples it is supported by Microsoft Business Solutions technical support. It is based on web service calls, if you are C# .NET developer you are excellently positioned to do this type of customizations. This is the preferred modification scenario and this should be easily upgradeable customization. VB.Net examples will be available soon.

2. Legacy SQL Data integration. This is also easy and safe. If you have SQL database, sitting on the same or linked SQL Server you can create ASPX .Net application and simply integrate it into CRM. You can place it on the navigation bar or menu in isv.config please refer to MS CRM SDK

3. Legacy ASP integration this is somewhat more sophisticated. You have to deploy HTTP handler to be a middle party between CRM which is .Net based and ASP which is legacy IIS. The trick is you have to have INI file with security settings to penetrate into MS CRM with proper credentials, calling web service.

4. Microsoft Exchange Programming. Microsoft CRM has Exchange connector which moves CRM incoming email to MS if it has GUID in its subject. You can alter this logic (for instance - move email to CRM if it doesnt have GUID but it is from the sender who is contact or account in MS CRM). Refer to MS Exchange SDK onsyncsave event handling. Then simply apply some MS CRM SDK programming - you need some COM+ objects creation and VB programming experience.

5. Direct SQL touch in #4 above I described you the scenario with MS Exchange handlers this would be ideal world if MS CRM SDK does the job. But in real world this is not always true you have to do direct flags correction in CRM database (like making Activity closed, moving email attachments/octet streams, etc). This is not supported by MBS technical support but you can rescue to this technique if you have to get job done.

6. MS CRM Customization tool this is rather end-user tool and we dont describe it here read the manual. Weve described above the options to use when this tool doesnt do the job

7. Crystal Reports - feel free to create Crystal report - tables and views structure is self explanatory. Try to avoid the temptation to create your own SQL view or stored procedure in MS CRM database, instead - create custom database and place your view and stored proc in it.

Happy modifying! If you want us to do the job - give us a call 1-866-528-0577! help@albaspectrum.com

Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Microsoft CRM, Microsoft Great Plains customization company, based in Chicago, Boston, San Francisco, Los Angeles, Houston, Atlanta, and Miami and having locations in multiple states and internationally (www.albaspectrum.com), he is Dexterity, SQL, VB/C#.Net, Crystal Reports and Microsoft CRM SDK developer. akarasev@albaspectrum.com

 

Microsoft Business Solutions Great Plains, Navision, Solomon, CRM & RMS: serving international clien

Microsoft Business Solutions products: Microsoft Great Plains, Navision, Solomon, Microsoft CRM, Microsoft RMS are now serving not only to small and mid-size, but also large clients, plus they maybe reasonably priced solution for the branch of multi-national corporation.

Microsoft Business Solutions products: Microsoft Great Plains, Navision, Solomon, Microsoft CRM, Microsoft RMS are now serving not only to small and mid-size, but also large clients, plus they maybe reasonably priced solution for the branch of multi-national corporation.

Microsoft Business Solutions products: Microsoft Great Plains, Navision, Solomon, Microsoft CRM, Microsoft RMS are now serving not only to small and mid-size, but also large clients, plus they maybe reasonably priced solution for the branch of multi-national corporation.  This raises question of supporting Microsoft Business Solutions product installation remotely and internationally.  We do not question local Microsoft partners service quality, the question maybe different local partners may not be authorized to sell and service specific MBS product, the example in France MBS promotes Navision, but there are multiple cases when branch of the US-based company in France needs users training and support for Microsoft Great Plains system.

In this small article we are trying to give you the best system selection idea, depending on your country and business type.

Microsoft has two major mid-market ERP packages: Microsoft Great Plains and Navision (Solomon is the one to consider for Project oriented company this would deserve dedicated publication).

• Microsoft Great Plains this application serves the markets, formerly targeted and gained by Great Plains Software (Great Plains Dynamics/eEnterprise or Great Plains Accounting), later on GPS was purchased by Microsoft.  These markets are: USA, Canada, Spanish Speaking South and Central America (except Brazil), South Africa, Middle East, Australia, New Zealand and Oceania.  If you are in these regions you should probably consider Microsoft Great Plains
• Navision we believe that Microsoft bought Navision Software Denmark based software development company few years ago in order to get European market share.  However Navision Software itself had long history of penetration to US market.  This is why we see Navision clients in both Europe and US. Now Microsoft seems to appreciate Navision accommodation to former European tax and language specifics and it promotes Navision on emerging markets: Russia, East Europe, Africa, Asia.  In Brazil situation is more complex Microsoft have not decided yet and you can have either Navision or Great Plains (our subdivision Enterlogix.com.br is exclusive Great Plains reseller in Brazil).  It is very delicate question for MBS - but what you can see - Great Plains version 8.0 has fewer number of languages support and at the same time Navision has more with new releases.
• Microsoft CRM Microsoft promotes its CRM worldwide and it is web based so it naturally automates your worldwide operations or serves you in your local country.  Microsoft CRM has C# and VB.Net based SDK, BizTalk server based integration to Great Plains and Microsoft SQL Server database.  Plus it deploys all the spectrum of Microsoft technologies: MS Exchange, Message Queuing, Active Directory.
• Solomon - this ERP application was formerly bought by Great Plains Software (before GPS was bought it its turn by Microsoft) - Solomon is very good fit for project-driven organization. 
• Microsoft RMS you should probably stay with Navision Retail module if you are in the region where MBS promotes Navision.  In all other places consider Microsoft Retail Management System: RMS Store Operations and POS.  If you have multiple stores you may manage and control them via Microsoft RMS Headquarters.  RMS has several integration options to Microsoft Great Plains.
• Remote Support Technology it gives you cheaper consulting rates, because consultant doesnt have to travel to you and can serve several remote clients per day.  Microsoft VPN and Remote desktop solution is usually free for the client and in the case of sophisticated firewall Web Session could be another way to serve.  We do voice training, based on Internet telephony solutions, such as Skype enable you free voice over the internet.
• Customization it is always better to avoid it however if you really need it, you should consider MBS customization partner who specializes in custom development and has experienced programmer.  In such a case we do not recommend to stick to local programmers in our experience local markets may not provide enough clientele for local developers to specialize in your product customization.  Also we do not recommend choosing generic offshore software developer.  MBS products require dedication in their customizations and integrations.

You can always have us help you internationally, give us a call: 1-630-961-5918 or 1-866-528-0577, help@albaspectrum.com

Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Great Plains, Microsoft CRM, Microsoft RMS customization company, serving clients in Chicago, Arizona, Colorado, California, Texas, New York, Georgia, Florida, Minnesota( http://www.albaspectrum.com )

Microsoft CRM in Latin America: implementation, customization, support overview for consultant

Microsoft Business Solutions CRM is present several years on the US software market plus it makes advances in Europe.  We expect substantial number growth of Microsoft CRM implementations across South and Central AmericaMicrosoft Business Solutions CRM is present several years on the US software market plus it makes advances in Europe.  We expect substantial number growth of Microsoft CRM implementations across South and Central America

 

Microsoft Business Solutions CRM is present several years on the US software market plus it makes advances in Europe.  We expect substantial number growth of Microsoft CRM implementations across South and Central America and the need for Microsoft CRM implementation, support, tuning, reporting, training services, especially in such countries as Mexico, Columbia, Venezuela, Argentina, Peru, Uruguay, Chili, Costa Rica.  In this small article we try to project US market lessons on Latin American business climate.

• Sales.  Microsoft CRM in opposite to former CRM leaders, such as Siebel, Onyx, Saleslogix doesnt need hard pushing sales efforts.  It also should probably not be sold to the company top management, but rather to IT department enthusiasts, who are in charge for specific legacy business system support and data fixing.  Microsoft CRM is very simple from business logic and intuitively understood by IT group.  It is rather very simplified version of full-featured CRM, such as again Siebel.
• Installation.  Microsoft CRM should be either hosted or installed by in-house IT group.  And this is due to the fact, that MS CRM utilizes all the resent Microsoft technologies: MS Exchange Server 2003/2000, Active Directory, MS SQL Server, Crystal Reports Enterprise, MS Outlook client, Microsoft IIS, .Net components, etc.  This makes installation sensitive to existing setup of the above components
• Implementation.  The crucial in the implementation is Workflow design, which should be probably done by consultant with IT in-house specialist.  This process doesnt require a lot of business consulting knowledge and in our experience company middle management actually makes suggestions in the time of initial presentation.  In the case of MS CRM Sales module the workflow should organize leads processing up to the point of closing the deal and following invoicing.  When workflow is realized sales team works as excellent orchestra.
• Customization.  Usually MS CRM ties together existing legacy business systems and replaces large portion of them.  Typical case if you are freight forwarding client and have cargo tracking system you should more likely have lookup from the MS CRM account screen to the customer current shipments statuses.  This is usually made as small web application, created in Visual Studio.Net with MS CRM SDK and SQL queries to legacy database.
• Support.  Because MS CRM is web application it can be used by remote users and automate operations across the whole South America and even Worldwide.  The same should be said about MS CRM support your Microsoft Business Solutions CRM Partner can support your installation remotely from say office in San Pablo as if it is located across the street.

Good luck implementing, customizing and reports designing and if you have issues or concerns we are here to help!  If you want us to do the job - give us a call in San Pablo: 55-11-3826-3449, 55-113825-2586! help@albaspectrum.com

Author is MS CRM Specialist in Microsoft Business Solutions Partner Alba Spectrum Technologies ( http://www.albaspectrum.com ) Navision, Great Plains, Microsoft CRM customization company, serving client in Mexico-city, Buenos Aires, Montevideo, Bogota, Caracas, Panama, San Jose, Lima, Quito, Madrid, Barcelona

Microsoft CRM implementation & customization: MS CRM Fax Gateway

With this small article we are continuing Microsoft Business Solutions CRM customization, development, modification, setup and implementation discussion.
Microsoft CRM at this moment doesnt have advanced fax automation you can register the fact of fax receiving or sending, but it is not sufficient for your daily work with your clients. User should be able to send and receive faxes in her/his work environment it is in MS CRM

With this small article we are continuing Microsoft Business Solutions CRM customization, development, modification, setup and implementation discussion.
Microsoft CRM at this moment doesnt have advanced fax automation you can register the fact of fax receiving or sending, but it is not sufficient for your daily work with your clients. User should be able to send and receive faxes in her/his work environment it is in MS CRM

Fax software automation market is very mature and we dont have to re-invite the bicycle here. All we have to do is integrate one of the reliable solutions into Microsoft CRM. Lets look at the technical aspects of the integration:

• Modification should be based on the standard event Fax Activity logic alteration. Standard CRM version allows in- or out-going fax info saving into SQL database. Alternative form should have additional parameters for fax delivering
• Immediately after the moment of fax saving into CRM database, Albaspectrum MS CRM Universal Fax Connector takes over the logic, more precisely its fax sending portion of the logic, realized as MS CRM Post-Callout, registered for Fax Activity addition and update. At the moment of new fax activity creation, our module considers attached documents as subject to be transferred to the addressee.
•  Depending on the fax application/extension you use, call parameters are transferred to the appropriate plug-in, which in turn communicates with fax application.
• Fax sending might be done through specialized systems or direct hardware control via MS FAX API.
• Initially we plan to support GFI FaxMaker and Captaris RightFax via their printing & integration system with email servers MS Exchange and Lotus Domino
• Documents, delivered or received through fax extension could be integrated into MS SharePoint via our proposed product Albaspectrum MS CRM Document Gateway. This allows you to revise and versionize document with automatic fax delivery to the addressees involved
• For incoming faxes we suggest capturing via special handlers on the MTA (MS Exchange or Lotus Domino) level their task is to take over fax transfer and saving it for the addressee in CRM and Fax Activity creation in MS CRM
• This approach provides seamless incoming and outgoing fax document workflow in MS CRM.

Happy programming, implementation, customization and modification! If you want us to do the job call use 1-630-961-5918, 1-866-528-0577! help@albaspectrum.com

Andrew Karasev is Lead Software Developer in Alba Spectrum Technologies USA nationwide Oracle, Navision, Microsoft CRM, Microsoft Great Plains customization company, serving Chicago, California, Arizona, Colorado, Texas, Georgia, Florida, New York, Canada, Australia, UK, Russia, Europe and internationally ( http://www.albaspectrum.com ), he is Oracle, Unix, Microsoft CRM SDK, Navision, C#, VB.Net, SQL developer.

Lotus Notes Domino and Microsoft CRM Integration

Well, even if  the combination might look very unusual, we see the coexistence of these two systems, especially in large corporations, non-profit organizations. Technically Lotus Notes Domino has parallel structure, including Domino email server.  Lotus is extremely flexible and you can program your own CRM or purchase CRM for Lotus, however Microsoft CRM has Microsoft SQL Server database and very simple Sales automation module.  Lets look at the integration reasons and scenarios.  Be sure that each specific case requires custom programming, tuning and support.

• Why Lotus & MS CRM?  There are several reasons to combine the two.  First Lotus Domino has very long history and is present on the market over 15 years.  Corporations might have business system built upon the Lotus Notes Domino platform and it is not desirable or even feasible from the complexity standpoint to phase it out.  The second reason is possible IT strategy to balance multiple platforms to avoid over-dependence on one vendor (such as Microsoft).  There might be also licensing issue if corporation has several hundred Lotus licenses it doesnt want to lose them and pay for 200 Microsoft CRM users.  In this case MS CRM might be the solution for Sales department and all the other departments should stay on Lotus.
  
• Lotus Domino as Messaging for MS CRM.  There is no need to program this custom piece, just use MS CRM Lotus Domino connector, supported by Alba Spectrum Technologies.  It has advanced functionality, versus standard MS CRM Exchange connector.  Instead of using GUID in the email header, it scans Contacts, Accounts, Leads emails for matching.
  
• Lotus Workflow.  Workflow is possible in Lotus and MS CRM.  In Lotus, however workflow is the most advanced.  You can use Lotus Workflow and then upon the completion it can transfer control to Microsoft CRM.  This is typical Microsoft CRM SDK (to program MS CRM) and Lotus Java Agent programming from the side of Lotus.  Lotus workflow may work with integration to your ERP/Accounting application, such as Microsoft Great Plains, Navision, Axapta, however this is outside of the scope of this article.
  
• Lotus/CRM Activities Synchronization.  One of the popular requirements is the synchronization of Microsoft CRM Activities: Appointment, Phone Call, Fax, etc. with Lotus TOTOs.  This should allow users work on the same project sharing Lotus and MS CRM data space.

If you need help in the integration or customization, feel free to call us: 1-630-961-5918, 1-866-528-0577, help@albaspectrum.com

Andrew Karasev is Chief Technology Officer at Alba Spectrum Technologies ( http://www.albaspectrum.com ) - Microsoft Business Solutions and IBM Lotus Domino Partner, serving corporate customers in the following industries: Aerospace & Defense, Medical & Healthcare, Distribution & Logistics, Wholesale & Retail, Chemicals, Oil & Gas, Placement & Recruiting, Advertising & Publishing, Textile, Pharmaceutical, Non-Profit, Beverages, Conglomerates, Apparels, Durables, Manufacturing and having locations in multiple states and internationally.

CRM...

Roger J. BurkeHere is my latest article. It may be freely used in ezines, on websites or in e-books, as long as the Resource Box is left intact.

I would appreciate notification of where it was used, and if possible, a copy of the ezine or newsletter that it was used in. Please send notification mailto:webmaster@online-wealth.com

=========================

I hate computers.

Now, coming from a person who's been involved with them since 1967, you might think that's a bit over the top.

Well...it's not *actually* the computers that's the problem, of course, it's the software - the programs that run in them, that I *really* hate.

I also hate ATMs. Now, that's a double whammy for the poor, dumb machines!

But, like computers on the desk, ATMs are everywhere, and by golly, there're *so* convenient, aren't they? However, now that we have ATMs and computers in an unholy alliance, specifically designed to ruin your day at any nanosecond, I was happy - *well, almost* - when I had to turn to the customer service desk at my local bank for help.

Y'see, the ATM had just swallowed my cash card and had issued this terse message: "Invalid transaction - card retained", to be immediately followed by another: "Please use another card and try again." Huh? I didn't *have* another card on me right now, did I! And, I knew that there was sufficient money in the account...

Naturally I was annoyed but, resisting the urge to give it a Coke machine kick, I went instead to the customer service desk to sort the problem out. Here, I thought, I'd get the attention I deserve as a good customer, you know, talk to a *real* person, blah, blah, blah...

Ever been to la-la land? Well, we all get there, once in a while I guess, but...at 9.30 in the morning? Bear with me, for a few moments, while I relate the nadir of Customer Relationship Management - aka CRM for all internet aficionados - a la local bank style...

ME: "Look...er...my son, Danny Burke, asked me to get some money from the machine, and that one" - me pointing accusingly -"just upped and took it. Would you be able to help, please?" I smile helpfully (I tried to look a bit sheepish also - that sometimes helps).

SHE: "You shouldn't have done that!" Slightly frowning, and a bit of a sharp note to her voice.

ME (nonplussed, eyebrows raised): "Huh...what...oh, yes, well, he gave me his PIN...he's in school now" - glancing at my watch - "so, he can't be..."

SHE (cutting in): "You're not supposed to use his PIN - unless of course you're AUTHORIZED." Voice definitely rising now, but not yet shrill. Glares at me, accusingly.

ME (defensively and now, a bit angry): "Hey...I know about PINs and their use...and I don't need a lecture from you!" (glaring back now). I had been part of the online systems development team, at one of the major Canadian banks, in the mid 70s...so, I knew whereof I spoke.

SHE (slightly retreating now): "Well!" A pause. "Well, where is the card, you say?" I point to the machine again.
"Well, I suppose I'll go and get it...one moment...please" (almost an afterthought, by the sound of it).

She stalks off. Idly, I contemplate darkly how hard I can jam some old receipts down an ATM slot when I leave...if I ever get outta here, as the band said, yeah, if I *ever* get outta here...where are *my* wings, I wonder?

Her shrill voice breaks my vengeful reverie.

SHE: "Well, here it is," waving it about triumphantly, "but you can't have the card back. It's *not* yours, you know...you'll have to get authorization from your son...a letter...to pick it up." Emphatically, she puts the card in a drawer, slams it shut. Thud! Smiling now, full set of ivories, dripping insincerity.

ME: "Huh...what?" (I know, I know...I tend to repeat myself!) But, before I could go on...

SHE: "Anyway, what happened? Why did the ATM take the card? Did you enter something incorrectly?" I couldn't believe her accusing tone. At any moment, I expected her to start shaking her finger at me.

I look at her blankly, but I'm thinking. Now that was the funny thing about this whole mess - I'd followed everything to the letter...er, number: key in PIN, hit WITHDRAW CASH, select correct account...hmmm, must be SAVINGS, Danny has no CHEQUE account, but just after I key-entered 140, the ATM issued the above messages and ate the card. That's it...kaput! I felt that I'd just been executed. Maybe it was some kind of read error on the unit? Most unlikely...the card had already been accepted - PIN, account, the lot! But, what then?

ME (finally shrugging, shaking my head): "Hmmm...well, no...there's no obvious reason...that I can think of..." Brow furrows, bites lip pensively.

SHE (primly): "Never mind, never MIND, either fill this form out for a new card", handing me another bank form, as if I didn't have enough already, "or get your son to bring a letter back...and then you can get the card back!" She said the last with more false bonhomie, teeth glittering.

As I walked away muttering, I glanced back at the large sign above the area: "Customer Service Desk". Some service, I thought; more like "Customer Punishment Area - SFA (that's Self Flagellation Acceptable)"! My only option now was to return with some sort of letter to satisfy these goons and their procedures...so much for *this* bank's customer relationship management program.

That woman on the service desk failed miserably at CRM: the cardinal rule is that the customer is always right, even when s/he's wrong. She didn't *have* to tell me that using another's PIN is not recommended; from Spitzbergen to Tierra del Fuego, everybody knows *that*, already! Additionally, she didn't even have the courtesy to address me by my name...

And, to cap it all, instead of apologizing to *me* for the inconvenience, she made me feel as though I had been the one to inconvenience *her*. Some service, huh?

Y'see, she was intent *only* on enforcing procedure, even to my detriment, instead of trying to get to the root cause of the problem...which, by the way, may also be happening to other customers. Even as I speak...

I was thinking about *that* as I drove back home, but put it aside, while I enlisted the aid of She-Who-Must-Be-Obeyed. First things first, after all: get the card back, then worry about why I was card-swiped! This was going to be interesting, I thought, as I knew that Sherry had already had a run-in with the personnel in *that* particular branch some months ago...

Oh, the joys of online banking! ;-)

P.S. Part 2 will complete this sorry saga...

I would appreciate notification of where it was used, and if possible, a copy of the ezine or newsletter that it was used in. Please send notification mailto:webmaster@online-wealth.com

=========================

I hate computers.

Now, coming from a person who's been involved with them since 1967, you might think that's a bit over the top.

Well...it's not *actually* the computers that's the problem, of course, it's the software - the programs that run in them, that I *really* hate.

I also hate ATMs. Now, that's a double whammy for the poor, dumb machines!

But, like computers on the desk, ATMs are everywhere, and by golly, there're *so* convenient, aren't they? However, now that we have ATMs and computers in an unholy alliance, specifically designed to ruin your day at any nanosecond, I was happy - *well, almost* - when I had to turn to the customer service desk at my local bank for help.

Y'see, the ATM had just swallowed my cash card and had issued this terse message: "Invalid transaction - card retained", to be immediately followed by another: "Please use another card and try again." Huh? I didn't *have* another card on me right now, did I! And, I knew that there was sufficient money in the account...

Naturally I was annoyed but, resisting the urge to give it a Coke machine kick, I went instead to the customer service desk to sort the problem out. Here, I thought, I'd get the attention I deserve as a good customer, you know, talk to a *real* person, blah, blah, blah...

Ever been to la-la land? Well, we all get there, once in a while I guess, but...at 9.30 in the morning? Bear with me, for a few moments, while I relate the nadir of Customer Relationship Management - aka CRM for all internet aficionados - a la local bank style...

ME: "Look...er...my son, Danny Burke, asked me to get some money from the machine, and that one" - me pointing accusingly -"just upped and took it. Would you be able to help, please?" I smile helpfully (I tried to look a bit sheepish also - that sometimes helps).

SHE: "You shouldn't have done that!" Slightly frowning, and a bit of a sharp note to her voice.

ME (nonplussed, eyebrows raised): "Huh...what...oh, yes, well, he gave me his PIN...he's in school now" - glancing at my watch - "so, he can't be..."

SHE (cutting in): "You're not supposed to use his PIN - unless of course you're AUTHORIZED." Voice definitely rising now, but not yet shrill. Glares at me, accusingly.

ME (defensively and now, a bit angry): "Hey...I know about PINs and their use...and I don't need a lecture from you!" (glaring back now). I had been part of the online systems development team, at one of the major Canadian banks, in the mid 70s...so, I knew whereof I spoke.

SHE (slightly retreating now): "Well!" A pause. "Well, where is the card, you say?" I point to the machine again.
"Well, I suppose I'll go and get it...one moment...please" (almost an afterthought, by the sound of it).

She stalks off. Idly, I contemplate darkly how hard I can jam some old receipts down an ATM slot when I leave...if I ever get outta here, as the band said, yeah, if I *ever* get outta here...where are *my* wings, I wonder?

Her shrill voice breaks my vengeful reverie.

SHE: "Well, here it is," waving it about triumphantly, "but you can't have the card back. It's *not* yours, you know...you'll have to get authorization from your son...a letter...to pick it up." Emphatically, she puts the card in a drawer, slams it shut. Thud! Smiling now, full set of ivories, dripping insincerity.

ME: "Huh...what?" (I know, I know...I tend to repeat myself!) But, before I could go on...

SHE: "Anyway, what happened? Why did the ATM take the card? Did you enter something incorrectly?" I couldn't believe her accusing tone. At any moment, I expected her to start shaking her finger at me.

I look at her blankly, but I'm thinking. Now that was the funny thing about this whole mess - I'd followed everything to the letter...er, number: key in PIN, hit WITHDRAW CASH, select correct account...hmmm, must be SAVINGS, Danny has no CHEQUE account, but just after I key-entered 140, the ATM issued the above messages and ate the card. That's it...kaput! I felt that I'd just been executed. Maybe it was some kind of read error on the unit? Most unlikely...the card had already been accepted - PIN, account, the lot! But, what then?

ME (finally shrugging, shaking my head): "Hmmm...well, no...there's no obvious reason...that I can think of..." Brow furrows, bites lip pensively.

SHE (primly): "Never mind, never MIND, either fill this form out for a new card", handing me another bank form, as if I didn't have enough already, "or get your son to bring a letter back...and then you can get the card back!" She said the last with more false bonhomie, teeth glittering.

As I walked away muttering, I glanced back at the large sign above the area: "Customer Service Desk". Some service, I thought; more like "Customer Punishment Area - SFA (that's Self Flagellation Acceptable)"! My only option now was to return with some sort of letter to satisfy these goons and their procedures...so much for *this* bank's customer relationship management program.

That woman on the service desk failed miserably at CRM: the cardinal rule is that the customer is always right, even when s/he's wrong. She didn't *have* to tell me that using another's PIN is not recommended; from Spitzbergen to Tierra del Fuego, everybody knows *that*, already! Additionally, she didn't even have the courtesy to address me by my name...

And, to cap it all, instead of apologizing to *me* for the inconvenience, she made me feel as though I had been the one to inconvenience *her*. Some service, huh?

Y'see, she was intent *only* on enforcing procedure, even to my detriment, instead of trying to get to the root cause of the problem...which, by the way, may also be happening to other customers. Even as I speak...

I was thinking about *that* as I drove back home, but put it aside, while I enlisted the aid of She-Who-Must-Be-Obeyed. First things first, after all: get the card back, then worry about why I was card-swiped! This was going to be interesting, I thought, as I knew that Sherry had already had a run-in with the personnel in *that* particular branch some months ago...

Oh, the joys of online banking! ;-)

P.S. Part 2 will complete this sorry saga...

Roger Burke has been involved with computers since 1967, and has managed to break quite a few, over the years. He, and his wife Sherry, are now actively engaged in online self-publishing and promoting specific affiliate programs at http://online-wealth.com . If you have any comments or questions about this article, please send emails to mailto:webmaster@online-wealth.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

3 Reasons Why CRM Strategies Fail

Customer relationship management (CRM) is one of the most effective tools for improving customer relationships and therefore increasing revenue, customer satisfaction, and customer retention. Unfortunately, some CRM strategies fail. This leaves CRM vendors and their customers baffled, but there a few common reasons why a CRM strategy will fail.

1. Too much focus on the CRM vendor and technology. Some companies get too caught up in having the best possible CRM strategy out there. Some companies want entire call-centers, On-Demand CRM, Web-based, and Blackberry devices which allow their IT people to enter customer information wirelessly. While these technologies are extremely helpful, too much emphasis on them can lead any company astray. It is naturally very important to select the best CRM vendor for your company, but best does not always mean flashiest.

2. Not enough focus on the customer. Companies can focus too much on technology and strategy, and not enough on what is at the core of CRM: the customer. The first letter in CRM stands for Customer and so the customer should be first when thinking about any CRM strategy. A call-center can be wonderful if it is customer friendly. However, some call centers are too complicated and alienate the customer from the company. Alienation is the exact opposite of what companies want to achieve when implementing CRM. The real ROI of CRM is found in customer retention and the acquisition of new customers. In order to have success with CRM, a company must work towards building a strong relationship with its customers. CRM is the path through which the customer and the company can understand each other. Focusing on technologies and ignoring the basics of customer service will cause even the most technologically advanced CRM strategy to go wrong.

3. Rushing into CRM adaptation. Sometimes, company presidents get the idea of CRM into their head and decide that their entire company must be CRM-ready as fast as possible. Rushing into CRM is a recipe for disaster. IT workers need to understand the concept of CRM. Someone who understands the importance of CRM will be better suited to deal with customers and reach the companys goals concerning CRM. Rushing into CRM does not allow ample time for all IT people to be briefed on the basics of CRM and how it will be implemented within the business. Some companies implementing CRM have to create entire departments that never existed before. The greatest care must always be taken when creating an entire new section of a company. CRM should generally be implemented across the entire company. If this is rushed, it can lead to all sorts of compatibility issues, customer confusion, and even employee confusion. Data collected must be viewed across many applications, and ample time must be given for networks to be set up. Companies using CRM technology such as Blackberry devices, or Call-centers must be even more careful when implementing CRM for the first time. Technology is not perfect, and problems can occur at any time. Any company that sends their sales force out into the market with unchecked technology is asking for disaster.

Some say that it is impossible to determine whether CRM is a success or a failure. The true ROI of CRM lies with the customer. A company that avoids the pitfalls of CRM implementation will notice a dramatic increase in customer satisfaction, retention, and acquisition. CRM can help any company significantly if it is used correctly, carefully, but still efficiently. CRM technology can also help companies if it is used thoughtfully and timely. The entire company must be prepared for CRM when it is implemented. A company cannot expect exact numbers immediately after putting CRM into effect. CRM is a long-term strategy that will help achieve long-term goals of a company. Customer focus is essential and will help any CRM strategy to become a success.

Matt Hogansworth enjoys writing about CRM topics and CRM software vendors such as Salesforce ( http://www.salesforce.com)

Microsoft CRM Customization if you give up overview for consultant

Microsoft CRM is designed to be customizable. However this is new system and you could be not comfortable to do it on your own. In this small article well try to reassure you if you can do it or point to the right direction if you would like to subcontract it to professionals. Lets begin

Microsoft CRM is CRM answer from Microsoft Business Solutions to traditional CRM vendors, such as Siebel, Onyx. Microsoft CRM customization techniques are very diversified and based on the whole spectrum of recent Microsoft technologies. The main terms you should know are: Microsoft CRM SDK 1.2 and Visual Studio.Net 2003. And of course you should be familiar with all the legacy internet technologies, such as HTML, XML, XSLT, JavaScript and be good C#/VB/Net developer.

If you are developer who is asked: how do we customize Microsoft CRM read this and you will have the clues on where to look further.

1. Microsoft CRM SDK this is software development kit with C# and partly VB.net examples it is supported by Microsoft Business Solutions technical support. It is all web services based calls, if you are C# .NET developer you are excellently positioned to do this type of customizations. This is the preferred customization scenarios and this should be easily upgradeable customization.

2. Legacy SQL Data integration. This is also easy and safe. If you have SQL database, sitting on the same or linked SQL Server you can create ASPX .Net application and simply integrate it into CRM. You can place it on the navigation bar or menu in isv.config please refer to MS CRM SDK

3. Legacy ASP integration this is somewhat more sophisticated. You have to deploy HTTP handler to be a middle party between CRM which is .Net based and ASP which is legacy IIS. The trick is you have to have INI file with security settings to penetrate into MS CRM with proper credentials, calling web service.

4. Microsoft Exchange Programming. Microsoft CRM has Exchange connector which moves CRM incoming email to MS if it has GUID in its subject. You can alter this logic (for instance - move email to CRM if it doesnt have GUID but it is from the sender who is contact or account in MS CRM). Refer to MS Exchange SDK onsyncsave event handling. Then simply apply some MS CRM SDK programming

5. Direct SQL touch in #4 above I described you the scenario with MS Exchange handlers this would be ideal world if MS CRM SDK does the job. But in real world this is not always true you have to do direct flags correction in CRM database (like making Activity closed, moving email attachments/octet streams, etc). This is not supported by MBS technical support but you can rescue to this technique if you have to make job done.

6. MS CRM Customization tool you can feel free to use this this is rather end-user tool and we dont describe it here read the manual. Weve described above the options to use when this tool doesnt do the job

Happy customizing! 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 in Alba Spectrum Technologies USA nationwide Microsoft CRM, Microsoft Great Plains customization company, serving Chicago, Los Angeles, San Francisco, San Diego, Denver, Houston, Phoenix, New York, Atlanta, Miami, Canada, UK, Australia, Brazil, Mexico, Russia, Germany ( http://www.albaspectrum.com ), he is Dexterity, SQL, C#.Net, Crystal Reports and Microsoft CRM SDK developer.

akarasev@albaspectrum.com

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 CRM Typical Customizations

Microsoft CRM was designed to be easily customizable. Microsoft CRM Software Development Kit (MS CRM SDK) which you can download from Microsoft website contains descriptions of the objects or classes, exposed for customization. It has sample code in C# and partially in VB.Net. In Visual Studio.Net you can analyze all the classes, used by Microsoft developers to create MS CRM - you will discover that most of them are not documented in MS CRM SDK. Microsoft will not support your customization if you use undocumented class or do direct SQL access to CRM database.

Let us describe you - programmer, software developer typical cases of MS CRM Customizations.

1. Integration with SQL Server application. If you have legacy system on MS SQL Server - let's say you are transportation company and have in-house developed cargo tracking database. Now in MS CRM you want lookup the shipments for the customer (or account in CRM). This is SDK programming and calling SQL stored proc to retrieve cargo info. Instead of SQL Server you can have other database (ORACLE, MS Access, PervasiveSQL to name a few) - you can access multiple Database platforms via ADO.Net connection from your .Net application, which is easily integrated into MS CRM Account screen.

2. Email capturing in MS CRM. You have customer with email Bill@customer.com. Now you want all the emails that you receive from customer.com domain to be attached to Bill who is account in CRM. This is more difficult customization - you have to create MS CRM SDK web service, that one will be creating email activity and call it from COM+ application - Microsoft Exchange event handler (ONSYNCSAVE database event sink). This example maybe complicated with the following requirement. Imagine that Bill, instead of answering to your email (sent from CRM and processed by CRM-Exchange connector) sends you new message from MS Outlook. Then this email will not follow into MS CRM (because it doesn't have GUID in the header and so is ignored by CRM Exchange connector). If you want to capture these emails - you have to do it in Microsoft Exchange event sink. There maybe scenario when you want to capture and analyze in the sink all the outgoing emails - this is even more complex - y!

ou have to place the sink on transport event.

3. ASP Application integration. You have legacy ASP application, where you capture orders from your customers and you want these orders be transferred to the CRM as activity. Here you understand that ASP doesn't deploy Active Directory security - and the best way is to create HTTP handler and call it from your ASP page. This HTTP handler in turn will call MS CRM SDK web service with predefined (web.config) Active Directory credentials.

Some cautions. Never create your custom SQL objects (like stored procedure, SQL view, table) in MS CRM database. Instead, create your own database and place your objects there. When you see the first caution - you will never try to alter existing CRM objects, like adding new field to the table.

Happy customizing! if you want us to do the job - give us a call 1-866-528-0577! help@albaspectrum.com

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

6 Steps to Effective Customer Relationship Management

Nurture Your Customer Relationships Simply put, customer relationship management is a way of tracking and nurturing your customer relationships throughout the customer's life-cycle, as they move from prospect to customer, to repeat-buyer. Once a customer buys from you, it is much more profitable to make efforts to keep that customer, than it is to acquire a new one, because there is now trust between you. If your customer is happy with your product, then that customer is much more likely to buy from you again in the future, much more likely than a new prospect would be. That's why customer relationship management is so crucial.

Don't badger your customers to death with every product and affiliate offer you come across, especially if the products are unrelated to the product the customer originally purchased. Email your customers ONLY when you have something good to give them, some really helpful information, or when you have a really good, high-quality offer that would interest that particular customer. For instance, don't email your Internet Marketing customer a "Free Gift Certificate" to your gift store.

Automate Your Customer Relationship Management Well, how do you automate customer relationship management in your e-business? You use email, and a dynamic database. You use auto-responders to stay in touch. I'm not talking about your regular auto-responders that deliver a vacation or "out of office" messages while you're away, either. I'm talking about sequential auto-responders.

Use Sequential Auto-Responders In Your e-Business Sequential auto-responders allow you to pre-format and load a series of pre-typed messages to your prospects and customers. You benefit by not having to follow-up with these customers manually each time. Instead, your auto-responder delivers your messages on a timed interval set by you. To your customer, it looks as if you sent out each message yourself. This way, you stay in touch with your customer and not let them forget about you. When they have a need for one your products or services, your business will hopefully come to mind first and they will re-visit your site directly or by clicking a link in one of your emails, as a loyal repeat customer.

Personalize Your Messages for a Warm Feel! (Mail Merge) Most decent auto-responders have mail-merge capabilities. This is the ability to merge personal information into your emails, like your customer's first and/or last name or their email address, etc. This personalizes your email messages even further and gives your customer some "warm and fuzzies". What's more you set all this up just one time, and any new prospects or customers will get the same message series without you having to lift a finger.

If the sequential auto-responder you're using has mail-merge capabilities, then it will automatically take that customers name and incorporate it into the email series you have set up. Usually the auto-responder service you're using will have some sort of tokens set up for this purpose. Look at the example below. Let's say your customer or prospect's name is Bob.

Hello, $firstname, - That translates into: Hello, Bob.

You could also do this with a customers email address too, like "$email". The token would be replaced with the customer's email: bob@bob.tld Do you see the power of mail-merge?

Use Lead Capture and Subscription Boxes For instance, you could set up a simple box on your sales or download page that asks the customer for his/her name and email address in return for some free product, or simply just to subscribe to your newsletter. If you set up a page specifically for this purpose this is called a "lead capture page". The information entered by the customer into your subscription box can be mail merged into the follow-up messages sent by your auto-responder.

Stay In Touch Keep in contact with your prospects and customers. Set your auto-responder series to deliver your messages over an extended interval. There are several e-books and articles dedicated to this topic; however, if you want the first, most informative and still the king of auto-responder help, get "AutoResponder Magic". This e-book once sold for about $17, but you should be able to find it free many places on the 'Net. It has a plethora of information regarding auto-responders, as well as many examples you can build from.

Ettione Stuckey has a passion for ecommerce and Internet Marketing. He is an accomplished webmaster, who runs several ecommerce websites. He understands the science and application of ecommerce technology and concepts. Benefit from his efforts at www.ProWebWare.com

Sales Force Management and Leadership: Increase Profitability By Understanding Your Sales Team

Have you ever closely examined why some people are wildly successful at selling, meeting and exceeding every goal placed in front of them, while others lack either the self motivation or certain key skill sets to get them to their next level of growth and performance? After all, they all have the same product, the same tools, and the same compensation structure. They?ve all been through the same sales management-training program. In my experience of 25 years selling, building sales organizations and leading and managing thousands of salespeople, the answer has to do with the fact that virtually all sales? organizations are comprised of four different kinds of salespeople:

1. The Performers ? The Top Producers

These high achieving sales executives are the best at bringing in the numbers, but chances are that you spend a fair share of your time cleaning up her messes. Seems like they?re either sky-high or down in the dumps. When the performer is down, they are out of their selling zone, and productivity comes to a standstill. But when the performer is up, look out world!

2. The Professional ? Another Top Producer

This top producer is very consistent, a total team player, even tempered, patient, and consistently bringing in the numbers. Professionals are also part of the elite members on the sales team, but they seem to be missing some opportunities that would catapult them to super stardom if they made some slight changes to their selling game. Instead, they stick to self-proven conservative approaches.

3. The Caretaker ? Stuck In A Major Comfort

These are the sales executives that are simply stuck in their lackluster comfort zones -- giving you a solid month about every third month, or giving you about seventy percent of what they have all the time. They have the potential, but they?re consistently mediocre. You just can?t get them to perform the difficult tasks that it takes to produce at top levels with any regularity. Worse yet, they?re passive aggressive. You say to yourself, ?If I could only wake them up, they?d be right up there with the best.?

I was giving a speech on ?Four People, Four Paths? to a leading company in the California real estate industry where I was emphasizing the importance of knowing exactly who you are. While I was quoting my book The Four Kinds of Sales People and explaining in detail the struggles and breakthrough opportunities for each of the four kinds of sales people, a woman in the audience yelled out, ?Oh my God, I?m a Caretaker!? The crowd laughed and I congratulated her on her honesty and pointed out to her (and others who were not so forthright) the tremendous opportunity that existed if she made the conscious decision to change and begin doing the difficult things that it takes to produce top results on a consistent basis.

4. The Searcher ? The One That Belongs In Any Career But Sales

All sales leaders have made some bad hiring decisions that result in sales reps that just don?t belong in sales. They perceived a sales career to be easy and they were wrong. Producing top sales is hard work. These misfits are consumed with fear, and if truth be told, they honestly hate sales. They have no real intention of making the necessary changes to be successful. You?re better off helping them find more fulfilling careers.

My point is that while the individual make-up of sales forces may vary, there are always only four kinds. Management?s goal is to get the best to keep getting better while building a team with as many top producers as possible. That means management must influence those that are ?stuck? in their comfort zone to break through to the next level. That means management must perform the unenviable task of helping those that don?t belong to find other career paths. In my experience, management gets too preoccupied with these two challenges and neglects the opportunity to get their top producers to reach for their next level of achievement. They have more potential. That?s why they?re the best. And can be even better.

If you want sales to improve, particularly in highly competitive sales environments, then leaders must create a growth-oriented atmosphere that thrives on constant improvement, regardless of market conditions. By the way, that means leaders and managers must also be striving to break through to their next level as well. Sales is about creating and sustaining momentum, and then creating even more of it. Consistently.
Breakthrough mentor and sales guru, Chuck Mache, has more than 25 years experience in selling, managing, building and leading sales organizations regionally as well as internationally. Use his transforming knowledge and expertise in building heavy-hitter sales organizations, by buying his book, "The Four Kinds of Sales People" today at http://www.thefourkindsofsalespeople.com/PR/ and increase your organization?s productivity and profitability.