There’s always something to howl about.

Category: CRM (page 2 of 2)

Losing my CRM Was The Best Thing That Happened To My Business.

In October, 2006, I had a problem. While getting ready for a trip to the Outter Banks, I was bouncing my 17 month old on my lap, drinking a coffee and checking my emails.   Fast like lightning, he spilled the Starbucks on my Toshiba…and in an uncanny feat of chance, the coffee had also gone into the back of my Networked Drive, and my Router.

A cleanup made my computer seem to be OK, but it wasn’t meant to be.  About 10 minutes later, my Venti Verona seeped into the computer, and it breathed its last.   I was using ACT 6.0, nothing online at the time, and it was tweak-figured to my liking.  Activity series, word docs, and all.  Gone, toasted, busted.  A trip to the data recovery center at MicroCenter said it was dead to them, dead to all.

The whole disk.

My backup disk was in worse shape, taking it out of its casing revealed that it had been entirely saturated in coffee.  My son in one swoop, used a 1.85 cup of coffee to destroy a $700 laptop and a $300 backup drive.  In a lot of ways, I was a proud dad.

But, I had a problem: I was leaving for vacation without a database.  My lifelong history of maybes, dids, mights, won’ts and dids-but-with-someone else was gone.  I only had my pipeline of 7 deals in the Flagstar pipeline, and the emails that my gmail had archived.  And that was it.  Nothing else–nothing else at all.

That was about the best thing that ever happened to my throughput.  That blessing from Jack doubled my income and my capacity to produce.

One of the things every realtor-mortgage lender (that doesn’t use something like Kaliedico) does is over-report and overestimate their pipeline.  The reason for this is the maybes.  These are the folks that could benefit from you, but don’t feel a sense of urgency.  They may not get the paperwork together for weeks or months.  But they close, and they kill your inventory turns because you count ’em in March, April and May.  And hey, you are right at the beginning of each Read more

The Seven Deadly Sins of a Business Relationship: How Not to get Jacked around in the New Economy

We’ve all been there.  We’ve done a deal or two with someone that leaves us invigorated happy and ready to do business again.  We’ve also had one of those deals where everyone feels pissed off, beat up fried and angry.   My mission in life is to identify–in advance– the 5% of my customers that cause 60% of the headaches.

Since forever, I’ve been tagging people with pejoratives du jour in ACT.  The tagged?  Folks that suck my soul dry, whose approbation would be an insult and whose company renders me insane.   I probably have too low of a threshold for idiots, but they get “ID/STATUS= Black hole,” etc.  This keeps me sane.   I had 2 recent deals that were brutally bad.  Not the normal bad, brutal.  Life sucking wastes that I had multiple opportunities to abandon and failed to do so.  Would have been better off watching my kid at the jungle gym…or smacking my toes with a ball-peen hammer.  Both were files & projects I opened in December….and expected to finish in January.    Both are still ‘ongoing,’ swimming in a sea of endless revisions.

Reminds me of the days  when  I was a Realtor® and I’d get investors (and also “investors,” fresh off a Mountain Dew fueled epiphany with Carlton Sheets) saying to me, “Hey, if you list my house for free, I’ll give you all this work in the future…but remember, I expect my flier box to be FULL at all times, ads to be running in the local paper version of part of the Internet, and more.  Oh, by the way I’m a Strong Christian, have you made your decision for Christ?”

Yeah, those transactions were never any fun.

I went through my ACT! 6.0 database in conjunction with my move to Daylite CRM (highly recommended and imperfect, will review in a copula days on my own blog).   I did a search on my PC for my pejoratives.  In a database with 911 valid contacts–(1600 total, but most were web form people that never met me)  only 41 were marked as a jerks/wasteoids/etc.

What do they all have in common?  How are Read more

The Heart of Unchained

Three days later and my head’s still not right.  Have you ever returned home from a few days away and felt like you needed another vacation in order to recover from your vacation?  You might say the Unchained Conference was like that… but you’d be off by a factor of 10.  Unchained was roughly 32 hours of fast-paced information downloaded without filter or pause in a two and a half day schedule.  Vacation?  I need an I.V. drip.

You might also think, based on what I just wrote, it would be difficult to name the #1 highlight of the entire three days.  But you’d be wrong again. (You’re really not very good at this game. 🙂 )  There were hundreds of moments to choose from and I’m gonna list a few, but there was a definite highlight – an apogee if you will.  It was during that moment I realized I was experiencing everything it means when we say the bloodhound way.

In the kick-off class of the conference, yours truly was the instructor and I didn’t know what to expect.  The feel of this conference – the expectation – was very high-tech.  Yet I’m using terms like “old school” marketing and making a point of saying that all the shiny gizmos and gadgets handed out over the next three days  were just so much dust gatherers without a framework rooted in old fashioned sales and marketing.  To say I was a little anxious about kicking off an online conference with my offline message is like saying the Christians felt a little concerned about entering the lion’s den wearing nothing but butter-flavored bikinis.  I’ve never been so glad to be wrong.  Highlight of the class: we had two attendees benefit from the scenius of the group and nail down their niche, then go online to PURCHASE THEIR DOMAIN NAME AND LAUNCH THEMSELVES right there in class.  God bless people of action.

Once the moments began to roll, they just never let up for three days:

Finally: A Heap of Daylite at the end of the tunnel (Finding a CRM that doesn’t blow)

Let me be honest.  I’ve been using Google Docs as my CRM for a while.  It’s been fast–I’ve got it mapped to a hotkey, and also on my Mac’s dashboard.  I can collect info on clients, contacts fast.  And I can highlight the ones I follow up with, owe something to, whatever.  It’s not perfect–I was trying so hard to love HEAP.  Heap has an utterly perfect ethos in what a CRM should be, but it’s not ready yet.  It’s tantalizingly close, but seriously, it’s not ready as a point of fact.

Your mileage may vary, but my CRM requirements are as follows:

  • Hotkey accessible.  Taking the time to interrupt your thought, mouse over, click a menu, work the mouse over the word you want is a clumbsy solution.  I want to create contacts, appointments, tasks, documents and emails with a keystroke.
  • Activity Series Oriented: If I build blogs, there are the same tasks that have to get done with each little project.  Install Theme, tweak CSS, whatever.  I  don’t want to have to remember all of ’em for the different things we do over and over again.
  • Desktop Speeds: My data.  I own it.  I need it fast.  I don’t wanna wait for a web query when I’m at my desk.
  • Email that works, auto drip marketing. I want to assign criteria based drip marketing campaigns and have it get handled.  (A second feature would  be compliant opt outs, but I don’t care that much)
  • Documents of some type/mail merges: I don’t wanna work around the software.
  • Custom fields and custom views: I wanna put what I want in the damn thing, and I wanna see it how I wanna see it.
  • Custom Lookups: I want to look up by WHATEVER i want to look it up by.  Nothing in the twitter field?  Whatever.

Heap does much of this, but the interface is aggressively bad.   User/Contact/People/Leads.  All that stuff makes no sense, and the tagging feature is stupid and bolted on, and it’s not good enough to be a ‘daily driver.’

The best CRM I’ve ever used was ACT! 6.0.  Alas, ACT! was bought from Symantec by BEST software, and Read more