Can CRM success be predicted? I’m not suggesting a magic formula can be applied to determine absolute success of CRM projects.  However, our team often sees common attributes of companies that, along with diligent work and Sage SalesLogix as a great platform, drive business results.  Consider the current state of your own CRM success and measure how your company handled the following attributes. Companies who enjoy the most success with CRM have

1. Real Executive Sponsorship (not in name only).  Does leadership use it?  Are leadership members involved in some level of the decision making? Do they attend key meetings during the planning, launch and implementation?
2. Business Processes Baked within CRM (no crutches or ways to circumvent the process)Has the CRM tool become part of the daily work process? Is the business managed using the CRM tool?
3. Defined Usage Expectations for All Users Have these processes been clearly defined, trained and implemented with all users in mind? Are the expectations feasible for the role each user is fulfilling?
4. Considered User Self Interest in Design (make something easier, quicker, or give them information they can’t get any other way)Have benefits of using the tool been communicated to each user? Were the users’ points of view considered in such a way to invite buy-in from the group?
5. An Ongoing Training Plan (not just the introductory training) What is the plan for new user adoption? How can super-users be created within the company to build an acquired knowledge and keep usage sustainable?
6. Determination to Build Internal Knowledge of the CRM Application at All Levels (individual/company ownership and accountability for success) Have CRM process champions been designated at all levels to foster adoption of the tool? Have the champions been empowered to share the knowledge they acquire?
7. Ongoing Investment and Resources to Constantly Evaluate and Improve Processes in CRM Have team members been encouraged to provide creative insight to new ways to use the tool? Is there a forum available internally to discuss better ways to use the tool, or improvements to processes?
8. Emphasis on Thorough Planning, Not on Immediate Deployment. Has implementation of the tool in your company’s unique business been thoroughly considered or does it feel rushed? Does the company have full buy-in or are there parts of the company that are resistant to change? Have all outstanding issues to resistance been accounted for?

In order to create CRM success, we recommend the concept of incremental ROI for our Sage SalesLogix deployment projects.  We suggest clients identify the most critical pain points and work to alleviate them one by one.  Biting off too much at once always leads to delays, and sometimes results in project paralysis.

How would your company measure against this list?  It is never too late to pause and evaluate areas for improvement.  Though 100% CRM success may not be predictable, CRM failure can be avoided! Following the strategies outlined here can help set your company on the best path to success!

If you would like to learn more tips, or if you have a CRM topic you would like us to write about, please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net

These steps are very specific to make sure that the process is completed in the best possible manner. I would confirm them with your DBA to determine if he suggests anything additional. There is no ‘undo’ button on the setting changes and it is per database on a SQL server instance setting.

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

Standard Disclaimers

1.      Kick off the users.

2.      Perform off hours.

3.      Back up your database.

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

Steps

1.      Change the compatibility level (2000 to 2005 etc.)

2.      Run the following scripts in Query Analyzer on the appropriate SalesLogix database

a.      Run the statement and review the results

b.      If there are messages in the first statement (step 3), run query statement (step 4)

DBCC CHECKDB with all_errormsgs

– This statement may take a while to run, on average 7 to 10 minutes

DBCC UPDATEUSAGE (databasename)

– Will update the database for the differences in the pages and row counts, etc. Replace (databasename) with the actual database name

EXEC sp_MSforeachtable @command1=”print ‘?’ DBCC DBREINDEX (‘?’)”

– This is a standard MS SQL Server 2005 reindex statement

EXEC sp_updatestats

– This is a stored procedure for updating the stats

DBCC CHECKDB with all_errormsgs

– Check the database at the end to make sure everything looks fine

3.      Make sure the normal database maintenance tasks and jobs are fully operational

Here is also a helpful reference link: http://msdn.microsoft.com/en-us/library/ms176064.aspx. Let me know if you need additional assistance. We are more than willing to assist, but wanted you to have the information at your disposal.

“Any fool can make things bigger, more complex, and more violent. It takes a touch of genius-and a lot of courage-to move in the opposite direction.”

Albert Einstein

If you would like to learn more tips, or if you have a CRM topic you would like us to write about, please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net

If you would like to learn more tips, or have a CRM topic you would like us to write about, please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net

You might need to restart Internet Information Services (IIS) before certain configuration changes take effect or when applications become unavailable. Restarting IIS is the same as first stopping IIS, and then starting it again.

1. From the Start menu, click Run.

2. In the Open box, type cmd, and click OK.

3. At the command prompt, type iisreset /stop. IIS will attempt to stop all services and will return confirmation once all services have been stopped.

4. At the command prompt, type iisreset /start.

If you would like to learn more tips, or have a CRM topic you would like us to write about, please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net

There is a factor at work here that I should mention. The more personal or emotionally engaging the situation, the higher the expectations and therefore the easier to disappoint or delight the consumer. For example, when you hear a bad customer service experience, which by the way we tell about 12 people, they are sometimes related to vacations, medical experiences, business travel, etc. These situations are highly emotional for us and provide more stories to tell than other situations. However, I believe that many of you provide business critical products and services, so your customer exchanges can turn into  emotionally charged situations quickly. Anyway, back to my story. . .

I was taking a family member for day surgery and we were greeted by two highly processed, focused individuals with no personal connection aptitude at the check-in desk. We were handed family instructions to help us understand what the family should expect and what process the family should follow to see their loved ones. Well, I am all for processes–that is what SalesLogix helps our customers automate–but not at the expense of making the customer feel like they are not important.

So my family member is called out and we are sitting there expecting him to return to us and tell us what is next, and a woman across the waiting room says, “He won’t come back; you better go see to which room they took him.” We go back to the highly efficient desk associate and she asks me when he was called, and I said about 10 minutes ago. She said, “Did you read your family sheet?” I said yes and then she said, “What is his name?” I gave them his name and said we thought he would come back before they took him away, and then she said, “I thought you said you read your family instructions. Did you really read them? If you had read them you would know. . .” Wow! She had to make the point or prove to me I had not read my instructions. Which I did, by the way, read the sheet, but when you are scared it could be the last time you see someone special, everything you read an hour ago doesn’t register. I was so upset I thought my head was going to blow off, but instead I said, “I don’t care about your instructions; where is my family member?”

Maybe it is important for your clients to learn certain policies or procedures that will help you help them. My suggestion is to point these out very gently and use phrases like, “I know this can be confusing,” or, “sometimes the steps can seem overwhelming, but we are here to help.” Kindly direct them back to the information and help them locate the information they are looking for, or even better,  just kindly answer their questions. The only reasons to refer folks to someone else or to point out instructions, etc.,  is for their best interest.

Ok, stepping off my soapbox!

If you would like to learn more tips, or have a CRM topic you would like us to write about, please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net

1.  Start | All Programs | MS SQl Server 2005 | SQL Server Management Studio

2. After connecting to the appropriate instance of the Microsoft SQL Server Database Engine in Object Explorer, click the server name to expand the server tree

3. Expand databases and highlight the appropriate SalesLogix database

4. Right-click the database, point to Tasks, and click Back Up. The ‘Back Up Database – SalesLogix’ dialog box appears

5. In the Database list box, verify the database name

6. You can perform a database backup for any recovery model, but in our case select or confirm FULL in the list box

7. In the Backup type list box, select Full

8. For Backup component, click Database

9. Either accept the default backup set name suggested in the Name text box, or enter a different name for the backup set

10. Optionally, in the Description text box, enter a description of the backup set

11. Ignore the information about when the backup set will expire, unless it is needed for some reason. Note: To have the backup set expire on a specific date, click On and enter the date on which the set will expire

12. Choose the type of backup destination by clicking Disk

13.  To remove a backup destination, select it and click Remove

14. To view or select the advanced options, click Options in the Select a Page pane

15. Select an Overwrite Media option, by clicking one of the following:

16.  Select Add to provide a destination for saving the database backup location

17.  In the Select Backup Destination screen, select the square icon with four dots at the end

18.  MSQL will open the Locate Data Files Dialog screen to the default location for backups. Make sure you choose a location that is local to the server and has adequate space

19.  In the File Name text box enter the name of the database backup, like SalesLogixBackup20110426.bak

20.  Select OK

21.  Select OK

22.  In the upper left hand side, select the Options page

23.   Confirm Overwrite is selected

24.  In the Reliability section, optionally check: Verify backup when finished. Perform checksum before writing to media and continue on checksum error

25. Select the General page again

26.  Select OK

27.  The database will back up and go through a verify phase. After it is completed, you will see a dialog, Microsoft SQL Server Management Studio, with the message, ‘The backup of database ’saleslogix’ completed successfully.’

28. Select OK

You have successfully completed a manual backup of your SalesLogix database!

If you would like to learn more tips, or have a CRM topic you would like us to write about, please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net

“We have a list of ~400 contacts for which we are creating a physical mailer.   We will be exporting the group/list out for printing of labels.  The question I have is the following.   Is there a way to add a note/history entry to the contacts in this group in some method other than manually entering one?”

Yes, you can add mass notes/history to a group of records by running a mail merge and using the History tab.  In the case where an actual mail merge is not needed,   I have defined the output of the mail merge to be a file and then deleted the file in order to record a history note or schedule a follow up activity.

In the example shown below (click to enlarge), a history entry will be added to each Contact record to show an email invitation has been sent to each Contact.  In the Schedule Follow up section a timeless phone call will be scheduled for each Contact on 2/29.   The notes section of the Phone Call Activity will remind you to get a commitment for this training event.

If you would like to learn more tips or have a CRM topic you would like us to write about please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net

The purpose of this article is to give you some helpful tips to improve the environment that SalesLogix runs in while at the same time piquing your interest on this topic. On Tuesday, June 14th the Heartland SalesLogix Users Group Event – Grilling Burgers and Blazing SalesLogix will address this topic in much more detail. A BBQ lunch begins at 12:00 p.m. and the topic will begin at 1:00 p.m. EST.

1.  Maximize RAM (huge impact and an easy change to make with today’s virtual machines and affordable hardware)

- The more memory, the better (especially with 64 bit environments).

- Don’t rely on RAM alone for optimization, because it may be covering up areas that would be considered a bottleneck.

2. Maximize the database settings (huge impact, see enclosed scripts)

- Back up the database and run base SalesLogix database optimization scripts (30 minutes).
– Back up database before
– See v7.5 DVD media in the database folder  for the sql file and run in query analyzer
– back up database afterwards
- Review primary keys, indexing and clustering v. stock database (takes longer to review and implement).
- Check database maintenance jobs (backups, indexing, truncate logs, etc.).
- Run SLXProfiler to review slow queries and diagnose further and optimize (takes longer to review and implement).

3.  Browser version and optimizations (high impact)

- Recommend using FireFox 3.x or above v. Internet Explorer 7 or above
- Optimize browser settings

4. Maximize Windows network settings

- Review and adjust services and network settings
– Turn off what can be turned off
- Maximize data throughout
- Defrag hard drives

5. Optimize IIS  configurations

- Turn on compression (this is the equivalent of zipping large files before sending them)
- Adjust other IIS settings (turn off logs, separate the application pools, etc.)

6.  Work on SalesLogix configurations for optimizations (these items can take a while to implement)

- Reduce unneeded, unrelease and/or bundle and remove older groups (high impact)
- Reduce unneeded, unrelease and/or bundle and remove older plugins (reports, etc.)
- Reduce data/duplicates/archive, etc.
- Optimize customizations (using SLXProfiler, etc.)

7. Adjust firewall network throughput settings

The trick to performance tuning is to make your changes one at a time then monitor the results. Just remember one registry setting, such as disabling, caching can have a tremendous impact on your server. Once you are happy with the results move the configurations and settings from your SalesLogix TEST environment to your PRODUCTION server. Continue to use performance tuning regularly over time because when your database grows and more users are using the Web site things might need to be reviewed again.

Life is like a ten speed bicycle. Most of us have gears we never use.
Charles M. Schulz

If you would like to learn more tips or have a CRM topic you would like us to write about please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net

Click on the Mobile image to view a Sage SalesLogix Mobile Quick Tutorial.  Be a master in minutes!  Simple to deploy and easy to use.  Call us if you need help.

If you would like to learn more tips or have a CRM topic you would like us to write about please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net

To prevent data inconsistencies in Sage SalesLogix we recommend you document the business rules around your usage of CRM.  We have created what we call a QCard (quick card) to record the practical application of Sage SalesLogix to your business processes.  For example, take the Account screen and teach your users how to make changes to pick lists as your relationship with this Account evolves.  Don’t you hate it when you receive mail or email from a company you have been doing business with for several years and they treat you like you are a brand new prospect.  Those kind of mistakes can be eliminated if you will tie the usage of Sage SalesLogix to your business processes.

If you need help converting business processes into action in Sage SalesLogix or you want to conduct some refresher training for your teams, give us a call at 937-885-1204 x3204.

Use this Link to a sample Qcard to document your own usage guidelines.

If you would like to learn more tips or have a CRM topic you would like us to write about please contact Simplesoft Solutions, Inc. in one of our Cincinnati/Dayton (OH), Charleston (WV), or Charlotte (NC) surrounding area office locations:

Dayton, Ohio Office:
Simplesoft Solutions, Inc.
550 N. Main St. Suite A
Springboro, OH 45066
Phone: (937) 885-1204 x 3204
Fax: (937) 885-3580
sales@simplesoft.net

Ripley, WV Office:
Simplesoft Solutions, Inc.
710 Random Rd.
Ripley, WV 25271
Phone: (304) 521-2387
Fax: (937) 885-3580
sales@simplesoft.net

Charlotte, NC Office:
Simplesoft Solutions, Inc.
3635 Eastover Ridge Drive
Charlotte, NC 28211
Phone: (704) 910-3872
Fax: (937) 885-3580
sales@simplesoft.net