What is CRM?

CRM stands for Customer Relationship Management. This is an integrated system of managing data which is used to schedule, plan, and control both the post-sale and the pre-sale activities engaged in by an organization. CRM’s objective is to improve long-term profits and growth of a company. Contact activity, indirect and direct sales, tasks and marketing efforts are some of the things that can be covered by CRM applications.

It is believed that CRM systems provide more accurate feedback and better-focused data concerning the aforementioned areas. Reports can be generated directly from the CRM to provided this detailed data.

The first component of CRM that was ever made available was SFA, or “sales force automation”. Automated field service, call centre activity, and SFA were all running down parallel tracks during most of the 1990s and late in that decade all of those began to merge with marketing plans to finally emerge into CRM.

So. CRM is actually not a technology and not something tangible at all. During the dot-com era, many people began to think of CRM as a technology in its own right. There are those who have implemented CRM technology just because they are technophiles or think that any new technology can in and of itself increase their business’ profits. But CRM technology is not about that. Too many businesses start using CRM technology without the slightest idea of how it is supposed to be used, or what the true CRM principles are. This is nothing other than putting the cart before the horse.

CRM is supposed to reflect your methodology of doing sales and marketing and customer service, supported by data and by the interpersonal relationship that you have with each individual customer that does business with you. CRM technology enables a front line person, a sales or marketing agent or a customer service rep, to instantly access all of the most relevant and important data about a client when that client contacts you, and use that data to give a personalized, relevant, and up-to-date response to the client. CRM technology implementation lets you have smooth transitions between stages of a client’s relationship with you both in terms of projects and in terms of the client’s own activity. At the same time, you keep very detailed and accurate notes about every contact with a client.

If you are looking to implement a CRM solution why not take a look at ConvallisCRM and take a free trial today.

Adapted from: http://plrplr.com/89090/what-is-crm-2/

Protecting your Data - Are your Passwords Strong Enough?

We came across this article about 12 months ago: Why passwords have never been weaker, and we urge you to read it. For anyone running a web site or a network its message is quite worrying, basically with the data and hardware available to them it has never been easier for a hacker to break a password. Any way you look at it that's bad news.

As a business owner or director you are responsible for the data that your company keeps, this is set out in law. The Data Protection Act sets out what those responsibilities are and what remedies are available in law should you fail in those responsibilities. Just because a business is small it doesn't mean that its responsibilities are any less than those of the government departments and big corporations whose data protection failures make the news.

How adequately is your data protected?

How strong is your password for accessing your PC?

Do you even use a password to access your PC?

What about your tablet if you own one?

How strong is the password you use to maintain your web site?

As a business owner/director can you demonstrate that you take the security of the data you keep seriously? (Having a password on your PC or web site doesn't count if it's weak)

The Ars Technica article recommends that passwords should now be a mixture of letters, numbers and (preferably) symbols with a mixture of case but not in the common format of a capital letter first, then letters then a number at the end (e.g. Cccccc9999). It might be easy to remember but because everyone does it it's also easy to crack. The recommended length of that password has also changed, to at least thirteen characters.

It also recommends the use of a password safe. I couldn't agree more with both recommendations and always use a password safe ( I use Steganos Password Manager) along with strong random passwords when signing up to a web site. It means that I can never remember a password, but that's what the password safe is for. By doing that I know that the probability of my password being cracked is minimized, although it's impossible to say that it won't be as all that is needed is time and sufficiently powerful hardware.

Data Backup

The single most important aspect of any IT maintenance regime is ensuring that you have regular backups of your data, and that those backups would work in the case of disaster. Ideally a backup should not require the involvement of the single greatest point of failure, us, unfortunately we humans tend to be the weak link.

So for a backup regime to work effectively it's much better if it doesn't require any human involvement. That means an automated system running on a pre-determined schedule. Here at Convallis we have a multi-layered approach to our Backups. For local network backup we use a tool called SyncBackSE which synchronises the contents of specifed folders on our computers with folders on a Network Attached Storage (NAS) device, for instance my 'My Documents' folder is synchronised with a 'Documents' folder on the NAS. This happens every evening as a schedule has been setup to start this process (so that I don't have to remember to do it).

That is all very well but it still leaves us with a problem, what happens if there is a fire and the computers and NAS device are damaged? Or perhaps there is a theft and the devices are stolen? In either case all the data is lost. One approach is to backup the data onto removable media such as a flash drive or DVD and take it off site (to your house maybe?). But that's only any good if the data is smaller than the capacity of the media, and of course it relies on the unreliable human to remember to change the media (and even put it in in the first place) and then remove it from the premises.

An alternative approach is to make use of an online backup service, this immediately gives you an offsite backup. Using the software provided by the service provider the data to be backed up is selected and then scheduled for backup at a convenient time. Most services encrypt and compress the data before it is uploaded to the server, after the initial backup (which obviously makes and uploads a copy of everything) the software will only upload those files that have changed, which can save a considerable amount of space. This is the approach that we've recently adopted, we chose PerfectBackup as our provider and we were so impressed with the service that we decided to become a reseller. 

As well as PerfectBackup, for some business and our personal use we use SkyDrive from Microsoft as an additional backup solution. This is where I like to keep backup of my photographs and important personal documents as well as work documents that I may need when out and about as I can have access to them from my tablet or smartphone.

Please note that as of 1st August Microsoft will have to rename SkyDrive after a legal challenge from BSkyB