Customer Relationship does not end inside the office, it extends to the real world, on-line world and recently a new addition to this is – the social space. Customers, prospects, partners, vendors, etc – all talk about your products or services almost everywhere and you have to listen to them to find out whether they are happy with what you offer.

As a first step towards listening to them from the social space, we have now provided integration with Twitter. Now you can follow tweets of people or organizations using their Twitter ID. Sticking on to our simplistic approach, to follow tweets – all you have to do is enter their twitter ID inside our CRM and we will show the latest five tweets for you.

Once you have entered the twitter ID and saved the record, you will be able to follow tweets of the person or organization.

Good customer relationship is not only about solving their queries when they ask you for, it is about taking pro-active action on the problems that customers face with your products or services. You may also congratulate your customers on their achievements or milestones, if you listen to them.

Now that melssCRM has gone social, you can now think of innovative ways to listen to people or organizations from the social space.

Check out our previous blog on Boost Follow-Up With Leads.

If you would like to keep yourself informed on the latest features and updates, you can subscribe to melssCRM blog through email or Get Social With melssCRM Team.

TEAM – Together Everyone Achieves More

Customers are very demanding when it comes to customer support. In most instances they are likely facing some problem with your product/service and want it rectified as soon as possible.

As an organization when you extend your support to the customers, the concerned people from the support team or the department are expected to know about the problems and respond back when ever your customers seek help from you.

Support can determine how well is your relationship with your customers. A standard email practice is to keep all the concerned people on a Carbon Copy (CC).

Now how do you replicate this inside a CRM? We have now come up with a feature that will allow you to Set Tracking for multiple people.

Once the tracking is enabled whenever you make a change to that case, all team members for whom tracking is enabled will get an email alert. This will help you work as a team and be updated on customer issues and resolve them as a team.

And as Vince Lombardi says “Build for your team a feeling of oneness, of dependence on one another and of strength to be derived by unity”.

When you customer support department works as a team, you can bring a smiles to more customers.

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Can I “Track This” Case?

Selling is fulfilling experience when you know that you are making a lot of profit. A LOT of profit? Until you know the exact numbers that signify “LOT”, you are never sure how much profit did you make. And when you sell a range of products, keeping track of your profits is very difficult because every product will have different cost price and selling price.

If you belong to the Business-to-Business (B2B) space, knowing the cost price while preparing quotations is a must. You can never afford to quote below your cost price.

We have recently added an enhancement to allow you to capture the cost price and selling price within melssCRM. You can capture the cost price in Unit Price field and selling price in List Price field.

In Opportunites, Quotes and Invoices you will see a new List Price field next to the Unit Price field.

By default the Unit Price will be populated in the List Price field. Previously, Unit Price was editable. After this enhancement, you will not be able to edit the Unit Price in Opportunities, Quotes or Invoices. However, you can dynamically edit the List Price according to your requirement.

From now on you can always be sure of the cost price and be aware of how much profit you are making with every deal.

How did you like our enhancement? If you have any suggestions, do drop in a line.

Star

Have you ever scanned your entire mailbox scrambling for that one mail which you got from your customer someday and end up with no success? From Leads to Cases, there are some things that need to be marked at once to distinguish them from others.

Star is one of the simplest of features that people use; yet sometimes do not realize the value of it. The biggest advantage of having this feature is that it saves you a lot of time. Especially when you are in a hurry, it gives you the fastest results with a click or two.
The functionality is so simple that anyone can use it intuitively and save him/herself from the hassle of scrambling all the way.

Leads, Contacts, Accounts, Products, Opportunities, Activities, Cases – All these have a sorting option that allow you to view only Starred items. To view starred items you can follow these steps:

1.    Click on any tab. Eg. Accounts.
2.    Click on the dropdown list near View.
3.    Select Starred Items. Eg. Starred Accounts.

Track This

You refer one of your friends to buy a product that your company sells. Naturally you want to keep track of the account. You know that the sales person will add your friend as an account from his login and you will not be able to keep track of what is happening with that account.

You need to be well informed of what product he buys, how the customer service is, any future upgrades and offers, etc so that next time he calls you or you do, you don’t look like a fool. Your reputation is at stake. What can you do?

One sure shot way is to find out which sales person is handling your friend’s account and to get regular updates from him. Though this idea seems possible, it is less feasible because your company has many departments with different functions and lot of employees.

We put our heads to the task and came up with a solution – Track This. Taking advantage of this feature, you can keep yourself updated on your friend’s association with the company.

When you view an account, on the right hand side there is a Tool – Track This. Once you click on Track This, the owner of the account will come to know that you are tracking the account. He will get a list of users who are tracking the account the next time he views the account.

You get an email notification every time a change or update is made to that account. Sometimes you can even intervene so that your friend gets the best deal or service. Now you are fully aware of how the relationship of your friend with your company is. In future, while communicating with your friend, you will be confident that you can make him feel a valued customer of your company.

At the end of the day, the most important outcome is that your customer is satisfied with your company’s products or services. This is what any company would strive for.

Note: In general, this explanation is predominantly about accounts and hence the example is on tracking the account. You can track Leads, Contacts, Products, Activities and Cases using the Track This feature.

Quick Search

Everyday when we you log into melssCRM you don’t have to go to a specific tab, say Accounts and search for a specific item. Using the Quick Search feature you can open any item by typing the full name. Alternatively, you can search by typing part of the name. You can add this widget by personalizing your dashboard and choosing the Quick Search widget.

Related Links:

What will happen If I click on “Track This”?

I don’t know how to add a “Widget”!