How to Disable Internal Emails Attaching to Act! Records
Although many Act! users like e-mails attached to Act! records, they may not want internal e-mails to attach to Act!.
Click the image to see a video on how to disable Act! from attaching internal e-mails. To see the screen below, click on Tools -> Preferences -> Admin to get to this screen. If this option it’s disabled, login as the Act! Administrator.
Act! Premium for Web Logs Out without Warning
In Act! Premium for Web, two things could be the cause:
- Press “log off” instead of using the “X” on the browser window instead. Usage of the “X” in the top right corner of the browser app will close the browser, but does not close the Act! Premium for Web application’s session on the server. Hence, so the session counts down anyway. When that countdown hits the end of the 20+ minutes, Act! closes the session and any other sessions that the user may have open at the time.
- Use of cut and paste from MS Outlook and web pages into notes and history. By doing this, there is a likelihood that mismatched HTML code embedded in the text causes the browser to choke and kick out the user. If you need to paste data from these sources, paste as text to eliminate the embedded HTML. In other words, from Outlook, you would copy the message to notepad; then, to Act!. That eliminates the variable, but you lose some formatting.
Customer Experience by The Numbers (INFOGRAPHIC)
Why is a single point of access so important to your company? Because according to this study and many others like it, customer experience is considered the #1 metric in the B2B marketplace. You probably already know why—because it costs 7x more to acquire a new customer than to retain an old one. How many screens do your reps have to flip through to access the data they need to deliver great experiences? Likewise:
- Buyers have more options than ever before
- Given online ratings and reviews, unhappy buyers can hurt you more and worse than ever before
- Ghost Losses—you often don’t know when they’re unhappy or even when they’re leaving you and why
So how well do you know your customers? (Maybe not as well as you think.) Your bottom line most certainly depends on it. Even a 5% improvement in customer retention can increase net profits by 25%
Click here for a nifty infographic that lays it all out for you. If you'd like an 11"x17" PDF version to print and post where your team can see it, just let us know and we'll be happy to send one over to you.
Robots vs. Humans
I came across this article and thought of my clients, especially those who are embracing automated technology and those who are considering an investment in such. Whether you’re a B2C or B2B like me, advances in AI are making these technologies available and affordable to more and more companies.
Yet, two of the top five factors for a positive emotional connection to a brand are personalized experiences and access to a knowledgeable agent when there’s a problem. So what’s the equilibrium point between the human touch and automated tech solutions? The answer is different company to company, industry to industry. But of one thing we can be certain: customized and aligned CRM calibrated to a business’s specific objectives and a single customer view are essential for delivering great and memorable experiences. This approach allows companies to effectively cater to what amounts to a target audience of one.
But it doesn’t happen all by itself. All CRM platforms are virtually useless right out of the box. Over the years, we’ve observed that most companies we encounter only utilize about 20% of their CRM’s capabilities. At MondoCRM, we help our clients remedy this by aligning their technology with their business’s unique objectives.
Takeaways:
- Poor customer service costs U.S. businesses $75 billion annually.
- Nearly half—48%—of consumers choose a phone call as their channel of choice when reaching out to a contact center, suggesting that frontline employees in the contact center will continue to be key to driving customer loyalty. Are they armed with a single customer view?
- It costs 7x more to acquire a new customer than to maintain an existing one. What’s your customer churn and what’s it costing you?
Re-engage Inactive Clients and Prospects Using CRM & Email
I found a good article on re-connecting with inactive clients and prospects, and it resonates with me because it’s a common request among my clients to use their CRM and tie it to an ESP (E-Mail Service Provider) to reactivate dormant prospects and customers. By the way, it costs 7 times more to acquire a new customer than to keep an existing client and the lifetime value is 10 times greater.
We’d like to believe one email blast with the same message to all contacts solves the problem; however, the author believes a win-back campaign requires precise messaging per market segment. Also, it should be rolled out incrementally so if you do get a high bounce rate, it’s easier to clean up for subsequent mailings. Acceptable hard bounce rates are less than 5% per campaign before ESPs take notice.
How are you engaging your inactive prospects and clients ?
The first thing we’d do is determine if your bounces and opt outs are in separate spreadsheets, and consolidate that in the CRM. Then filter the CRM’s to ensure they no longer get emails. In our practice, we hired a client retention specialist to call clients in addition to email. To help her out, I created a one click report that finds our clients sorted by account size. It takes her about 1 minute to find out who needs to be called.
