White Papers

Learn more about issues facing your industry and best-practise solutions



Title: The Insider’s Guide to CRM Selection: Ensuring High Adoption Rates with Cost-Effective Configuration

Summary: What is the number one success factor of CRM implementations according to a recent Forrester study? User adoption. Yet less than 40% of CRM implementations achieve adoption rates greater than 90%. Learn how to reduce adoption barriers and increase your CRM success with this complimentary white paper. "The Insider’s Guide to CRM Selection" is a series designed to help you understand critical CRM selection criteria. The series is based on the experiences shared with us by consultants, industry analysts, and customers, including employees, managers, and executives.



Title: The Insider’s Guide to CRM Selection: Ensuring That Process Automation is a Business Accelerator, Not a Roadblock

Summary: How many processes need to be examined and possibly automated in your business? 10? 100? 1000? According to industry analyst Gartner, most organisations have between 600 and 1,000 processes that need to be automated. Learn how to choose a CRM solution that will allow business users to automate and modify processes with this complimentary white paper. "The Insider’s Guide to CRM Selection" is a series designed to help you understand critical CRM selection criteria and is based on experiences shared with us by consultants, industry analysts, and customers, including employees, managers, and executives.



Title: The Insider’s Guide to CRM Selection: Gaining an Integrated Customer View without Breaking the Bank

Summary: What does it take to deliver a smooth, consistent, and positive customer experience? A complete view of your customer. This will require CRM system data integration with your other enterprise business systems and vice versa. Learn how to avoid the integration money pit and attain a 360-degree view of your customer with this complimentary white paper. "The Insider’s Guide to CRM Selection" is a series designed to help you understand critical CRM selection criteria. The series is based on the experiences shared with us by consultants, industry analysts, and customers, including employees, managers, and executives.



Title: The Insider’s Guide to CRM Selection: Creating Customer Interactions That Set You Apart

Summary: Loyalty experts agree it is more cost effective to retain customers than to acquire them. According to Forrester Research, attracting new customers costs four to six times more. Learn how a CRM solution can become one of your biggest customer retention payoffs with this complimentary white paper. "The Insider’s Guide to CRM Selection" is a series designed to help you understand critical CRM selection criteria. The series is based on the experiences shared with us by consultants, industry analysts, and customers, including employees, managers, and executives.



Title: CRM Best Practices – Interaction Management - Four Ways Interaction Management Drives Increased Revenue

Summary: A lot goes into managing customer relationships across the full lifecycle – strategies, technologies, processes, people, measurement... But above all, it’s still about the customer’s experience at every touch point. From marketing to sales to service, it’s vital to service them in the way they want. It’s about optimising interaction to enhance the entire customer lifecycle. The payoff for companies that pay attention to interaction management: higher customer retention, lower costs, increased revenue and a competitive advantage. Here are four key ways to improve the customer experience and drive revenue at each point in the CRM lifecycle through interaction management: This white paper series is designed to help you leverage key CRM best practices to help you grow your business.



Title: CRM Best Practices - Sales -Ten Tips to Help Sales Crush Their Number

Summary: Sales is simply not what it used to be. With global competition, it’s increasingly tougher to gain access to decision-makers and close sales.
More than ever, organisations and their sales reps need to apply best practices approaches. This white paper series is designed to help you leverage key CRM best practices to help you grow your business.



Title: CRM Best Practices - Marketing -Ten Tips for Converting Leads to Sales for Increased Returns

Summary: Every customer relationship begins as a lead. And like a seed that becomes a tree, a lead must be nurtured under just the right conditions to grow. Marketing, the first phase in the lifecycle of the customer relationship, must keep a steady stream of leads coming in, and then build the relationship until those prospects are ready for sales.

Organisations that effectively get leads to the next level, follow these 10 best-practices steps. This white paper series is designed to help you leverage key CRM best practices to help you grow your business.



Title: CRM Best Practices - Service - Seven Steps to Moving Customer Service from a Cost Burden to a Strategic Asset

Summary: On the battleground of today’s business environment, the customer experience has become the competitive differentiator. Those that fail to take customer service seriously, take the hit on the bottom line: 1.) the average business loses 50% of its customers every 5 years, 2.) new customers cost 7-10 times more than retaining an existing one, 3.) an increase in retention of 5% can increase profits 25-75%. As the term “customer relationship management” implies, your goal is maintaining strong relationships with customers. It’s the feelings evoked during interactions with your organisation that leave the greatest impression. So, if you’re not romancing your customers, who is? Companies that maximise the customer experience – and keep customers for life – typically follow these best practices. This white paper series is designed to help you leverage key CRM best practices to help you grow your business.



Title: CRM Best Practices - Management - Six Best Practices for Achieving Predictability and Maximising Insight

Summary: For sales, marketing and support managers, the focus is on one end goal – results. Yet, there are countless moving targets to manage in reaching that objective. Budgeting, hiring, processes, technologies, hitting projections, and strategy are just some of the issues keeping managers up at night. Peace of mind comes from clearly understanding what has driven the best outcomes in the past and continuously tweaking those approaches for better and better results. Companies that do this well follow several best practices when it comes to managing their CRM. This white paper series is designed to help you leverage key CRM best practices to help you grow your business.



Title: GoldMine CRM – Helping Salespeople Sell

Summary: There is an odd notion in many IT departments that the salespeople in their organisation are all the same. This thinking is flawed, of course. Yet when IT departments install the organisation’s sales force automation (SFA) software, they tend to lock the customer data grid into specific categories, which in turn locks the ways the information can be filtered. The information the salespeople need may be in the system, but it may not be selectable in an efficient manner for the salesperson.
Now imagine if every salesperson had the ability to create a dashboard to suit his or her working style.



Title: Ten Ways to Better Manage Sales Leads

Summary: If you're looking for ways to increase revenue--and what smart entrepreneur isn't--one of the fundamental processes you need to review is your lead management program. Prospect leads can originate in a variety of ways, and there is often only a very loose structure in place to manage and react to those leads. Your sales pipeline and your ability to hit revenue targets all begin with good lead management. Try these ten strategies for improving your lead management efforts.



Title: Integrate Sales and Marketing - Create a Convergence for Better Lead Management

Summary: Sales and Marketing departments have been at odds with each other almost since the introduction of marketing. They have continually debated such issues as the quality of leads provided by Marketing to the Sales team and the effectiveness of Sales to develop those leads into revenue.



Title: Managing Your Most Precious Asset...Your Customers

Summary: Your company’s ability to consistently drive effective business interactions; from prospecting to service and retention of loyal customers, will determine the strength of your customer relations and the success of your business. Such a goal can only be achieved if every phase of customer contact is handled with the customer experience in mind.



Title: Customer Relationship Management: 10 Steps to Success

Summary: This report will explore the key success factors of CRM, and describe a set of steps that your company can utilise to make CRM succeed – for your company, and for your customers.



Title: Add VOIP for Enhanced Customer Service

Summary: Discover how GoldMine Interaction Management can combine your two most powerful assets your telephone and customer data to increase your revenue. Learn how a quality Interaction Management system allows a customer-focused organisation to: reinforce the selling process, enhance self-service options, allowing customers to complete simple transactions, such as obtaining the status of an order or changing their account information, when it’s convenient for them, improving their perception of the organisation while reducing internal support costs, route calls automatically based on customer information (VIP account, credit hold, maintenance not renewed, etc.), or allow customers to specify the issues requiring assistance to help drive first-call resolution , eliminate a major customer annoyance: having to repeat information. Screen pops that include customer information follow the call, eliminating the needless repetition of basic information – even on transferred calls.



Title: CRM Guide: Why Simple Contact Management Software Just Isn't Enough

Summary: The thrill of a great marketing campaign or the satisfaction of closing a big deal is what makes the profession exciting. But doing the job right takes dedication to record-keeping, reporting, analysis and plain-old busywork. Without the proper tool, even the highest performers can find this heavy detail work daunting.
GoldMine's strength is its ability to provide incisive top-level sales and marketing analysis, while significantly raising personal productivity. It's a powerful combination that steers your company's sales and marketing investment in the right direction.



Title: Free Aberdeen Research CRM Report (a $395 value): Sales Effectiveness: Getting Sales Back to Selling

Summary: The pressures of longer sales cycles and declining sales productivity are forcing Best-in-Class companies to streamline and automate how sales information is processed and the mechanics by which deals get done. Aberdeen has surveyed over 200 companies to identify the strategies, capabilities and enablers that Best-in-Class companies use to improve sales effectiveness and productivity. The research reveals that leading companies have focused on both the sales management process, as well as tools designed for the individual sales representative, to increase the ability of their sales organisations to hit quotas and ultimately remain competitive. Learn how.



Title: Ten Things the On-Demand CRM Vendors Don’t Want You to Know

Summary: With all the recent attention on on-demand, or software-as-a-service (SaaS) CRM solutions, it might seem like this is the future of software. On the surface, it sounds attractive. The CRM vendor houses the application and your data, and your employees access it via the Web. With on-premise software, you install the application on your own servers and desktops, maintaining and controlling it in-house. As such, you retain your data on site and users access it via client-server or the Web. Though many are jumping on the on-demand bandwagon, many are also jumping off. Churn rates for on-demand are as high as 30 percent while renewal rates with on-premise software fall in the 80 percent range. There must be a reason an increasing number of organisations that tried on-demand applications have returned to an on-premise solution. In fact, we can think of 10, continue to learn more.



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