Emailing from #ActCRM via Gmail and SMTP on other ports.

One of the long standing issues in Act! has been the inability for the email clients (Windows Internet Mail and Act! Premium for Web email merges) to use alternate ports. You can record History from email sent via Gmail and you can sync the contacts and activities between act! and Gmail, but you can’t use it directly as your email server as stated in this Act! knowledge base article: What email systems are compatible with Act!?

Recently an Act! Consultant came to me to help find a workaround for an Act! Premium for Web (APFW) User who needed to do emails with Templates. They are using Google’s G-Suit as their corporate mail server.

The user did have Outlook on their users’ machines, but the APFW email merge only works from the server, direct to an SMTP server.

Always up for a challenge, I looked into a few options (both free and paid) and came up with the idea of setting up a simple IIS SMTP server on their server and having it route the emails via the Google servers.

As I thought this might be useful to many of you, I thought I’d describe the process.

Please note: These instructions are of a technical nature and should only be done by those with the appropriate skills and understanding. Should you need assistance with this, please contact your Act! Consultant or send me a message via the GL Computing Contact Form

Google Setup

Note: This section is only necessary for those wanting to email via Google.

First, you need to determine which Google system you’re using and what authentication is necessary to allow the SMTP traffic. There are three supported options to do this:

• G-Suite SMTP relay (recommended) – Only for G-Suite customers
• Gmail SMTP server
• Restricted Gmail SMTP server – Only allows emails to other Gmail or G-Suite users, so probably not suitable for our use and won’t be covered.

G-Suite SMTP relay (recommended)	Gmail SMTP server
Sending Limits
A registered G Suite user can't relay messages to more than 10,000 recipients per day. For full SMTP relay limits, see Sending limits for the SMTP relay service.	2,000 Messages per day. See Gmail sending limits.
Anti-spam filters
Suspicious emails may be filtered or rejected
Fully qualified domain name of SMTP service
smtp-relay.gmail.com	smtp.gmail.com
Configuration options
Options: Port 25, 465, or 587 Secure Socket Layer (SSL)/Transport Layer Security (TLS) protocols. Dynamic IPs are allowed, but a static IP might be required due to authentication requirements.	Port 465 (SSL required) Port 587 (TLS required) Dynamic IPs allowed
Authentication requirements
Either a static IP address or a valid G Suite user login	Your full Gmail or G Suite email address is required for authentication.

Please Note: I recommend selecting TLS and port 587 for security

Please Note: If selecting Gmail SMTP server or not using a reasonably stable IP, you can only authenticate with a single user account at Gmail and emails will go from that account. However, it is possible to assign multiple IP addresses to your server and configure each account to use a separate one.

Once you’ve decided on your preferred option, you need to enable that function.

• For G-Suite SMTP relay, you need to add the IP address (or address range) for the machine(s) you’ll be setting up with SMTP server. To do that, follow the instructions at:
• Step 1: Route outbound mail using the SMTP relay service
• Use the external IP address of the SMTP server for #7/8
• Note: We’ll do step two when we’ve set-up the IIS SMTP server
  
• To use the Gmail SMTP server, you need to allow less secure apps access.
  The method you need to use will depend on if you are using a G-Suit account or a plain Gmail one. See the appropriate link::
• G-Suite - Allow or disallow less secure apps to access accounts
• Gmail - Allow less secure apps to access your account
  Note: If using two-step authentication, you’ll need to create an app password, as per
  Sign in using App Passwords

Setting up your SMTP server

To workaround the problem with sending to SMTP on different ports, we’re going to setup our own private SMTP server which will then relay the emails to your ISP or Corporate server.

While there are many free or inexpensive SMTP server options available, I’m going to just cover the IIS one as every Act! user would have access to it.

While this can be setup on a Windows Desktop system, I wouldn’t advise doing this because of a number of limitations and reliability factors.

So, I’m going to include instructions for Windows 2008 R2 and Windows 2012.

Install Internet Information Services (IIS)

If you already have IIS installed (eg on your APFW server), you might be able to skip this section and go to “Install SMTP”.

1. In Server Manager, select Add Roles
2. On the Before you begin page in the Add Roles Wizard, select Next.
3. For Windows Server 2008 R2:
1. On the Select Server Roles page, select Web Server (IIS) and select Install.
2. Select Next until you get to the Select Role Services page.
3. In addition to what is already selected, make sure that ODBC Logging, IIS Metabase Compatibility, and IIS 6 Management Console are selected and then select Next.
4. When you’re prompted to install IIS, select Install. You may need to restart the server after the installation is finished.
4. For Windows Server 2012
1. On the Select Installation Type page, select Role-based or Feature-based installation.
2. On the Select destination server page, choose Select a server from the server pool, and select the server that will be running SMTP services. Select Next.
3. On the Select Server Roles page, select Web Server (IIS), and then select Next. If a page that requests additional features is displayed, select Add Features and then select Next.
4. On the Select Role Services page, make sure that Basic Authentication under Security is selected, and then select Next.
5. On the Confirm Installation Steps page, select Install.

Install SMTP

1. Open Server Manager and select Add Roles and Features. On Windows Server 2012, you might also need to select the correct server.
2. On the Select Features screen, choose SMTP Server. You may be prompted to install additional components. If that’s the case, select Add Required Features and select Next.
3. Select Install. After the installation is finished, you may have to start the SMTP service by using the Services snap-in for the Microsoft Management Console (MMC) – Windows Key + R > Services.msc

Setup SMTP

SMTP is an IIS6 feature, so the above steps will have installed that version and we’ll use it for setting up

1. Start IIS 6 Manager – Start > Run > inetmgr6
2. Expand the current server, right-click the SMTP Virtual Server, and then select Properties.
3. We only need to worry about the Access and Delivery Tabs
4. On the Access Tab:
1. Select Authentication and make sure only “Anonymous” is checked. Click OK
   
2. Select Relay. Select “Only the list below” then use the “Add” button to add the IP addresses (or ranges) of all your machines that are allowed to send emails. Click OK.
   
5. Go to the Delivery Tab:
1. Select Outbound Security.
• If using G-Suite SMTP Relay with IP authentication, select Anonymous access and check TLS encryption. Click OK.
• If using G-Suit SMTP with SMTP Authentication, or if using the Gmail SMTP, then select Basic authentication and check TLS encryption. Click OK.
  
2. Select “Outbound connections” and set the port to 587. Click OK.
   
3. Select “Advanced” and enter:
• Fully-qualified domain name – The correct DNS entry to identify the public IP you’re server is on
• Smart host
• If using G-Suite SMTP Relay - smtp-relay.gmail.com
• If using Gmail SMTP Server – smtp.gmail.com
6. Close the dialog box and the Properties.
7. Right Click on the SMTP Server in IIS6 and select “Start”

Test your setup

You can do a simple test from the command prompt. Windows Key + R > cmd.

1. telnet
2. set localecho
3. o <your smtp server IP or FQDN> 25
4. EHLO <your email domain>
5. MAIL FROM:<sender@gmail.com>
6. RCPT TO:<recipient@gmail.com>
7. DATA
8. <Type some text>
9. Enter, type a period (.) and then Enter again
10. If the server is working properly, you should get a response like this indicating that the message is queued for delivery:
    250 2.6.0 <INET-IMC-01UWr81nn9000fbad8@mail1.glcomputing.com.au.

Finally

Please Note: Make sure you correctly adjust your SPF records if using custom domains. This is essential if you don’t want your messages treated as spam.

Now you’re ready to set up your applications like Act! Internet Mail, Act! Premium for Web Email Merge, and Premium Mobile.

As always, you can let me know if you have any trouble with this or would like to book me to help you.

What you need to know about Act! 20.1 #ActCRM

How will the latest Act! update benefit your business?

Custom Tables: Increased Efficiency for Sales Automation

Act! has supported the ability for third-party add-ons to add and work with custom tables since version 10.02. Now, with the newly released 20.1, this functionality can be added by a simple upgrade to Premium Plus.

As an individual salesperson, Act!’s custom tables help you to improve your efficiency and track detailed information on the contacts and companies you deal with or even on the Opportunities and Groups you manage.

In the screenshot below, we have a custom table showing vehicles. If you run a car dealership, this is a helpful table to track. For example, you might get in touch with the buyer of the 2006 and 2013 cars to see if they are interested in a trade-in.

Clicking on any of the line items brings up a detailed dialogue (Click to see full size):

Act 20.1 ships with some custom industry templates including:

● Mortgage brokers. Detailed documentation matters in mortgages so keeping detailed files in Act will help you satisfy the compliance department.

● Wealth management. The information you gather at this stage will help you to satisfy the regulatory requirements imposed on financial companies.

● Residential real estate. Most people buy several properties over their lives, so there is a significant benefit to staying in touch with past customers over time.

● As well as templates for Event Planning, Consulting, Project Management, and Product Inventories.

Are you worried that your industry or need is not covered by a template? You can use the custom tables capability to create your design. I recommend getting an Act! consultant to help you with this if you have not done it before.

How Does Custom Tables Benefit Sales Managers?

Let’s start with the obvious benefit. Your front line sales staff will have an easier time at work. They will be able to walk through each part of the sales process with ease. If you regularly hire new sales staff, this guidance will support your sales training program.

● Sales Training Resource: Act is a powerful resource to enhance your sales training. For more insight, read my past article How To Use Act! for Your Sales Training.

Adding custom tables to Act also helps sales managers better understand the performance of their sales staff. In addition to tracking primary activity metrics like the number of calls and emails sent, you can monitor higher-value aspects of the sales process.

Here are some ideas:

● Presentation. In contrast to basic sales metrics like call levels, you can track higher value measures. One option is to follow the number of presentations made to prospects especially if you have customised service offerings.

● Relationship Depth. In complex B2B sales, a single point of contact is not going to be enough to close a deal. You also need to line up internal champions. Imagine you are selling an extensive business insurance policy. Aside from senior management, who else needs to be involved in winning the business? You may need legal to support the purchase. If you are selling to a bank, you might also want support from compliance and risk management. With custom tables, it is easier to track and understand these complex sales relationships.

Tip: Act becomes the most useful when users fill it with comprehensive data. As a manager, you can create custom views to make sure staff are covering the basics like phone numbers, email addresses, and discounts.

Streamlined Integration with Outlook

As I have previously posted, Swiftpage announced, last Dec, that it was completely re-writing the Office integration. See the detailed letter, here: Letter from Lorcan Malone, Dec 2017

If you are concerned about how different systems integrate, it is tough to trust them. You never know if the information you are looking at is up to date. Picture what how this problem would like in sales:

You use a third-party tool to pass data back and forth between Act! and Outlook. Unfortunately, the third party connection breaks down for a week when a new version of Act comes out. While you wait for updates, you regularly have to switch back and forth to get all of your sales data. If you are moderately busy, you are probably going to forget to track and log your emails and meetings.

Likewise, the same problem could occur in account management. If customer requests are not tracked accurately, you might risk the business relationship.

Whew! Who needs that kind of anxiety worrying about out of date records? Fortunately, the improved Act! integration with Outlook eliminates this concern. Specifically, Act! now has robust two-way synchronisation with Outlook. You no longer have to worry about third-party software breaking down. All of your emails to customers are automatically added to Act!’s history.

There is also a new synchronisation module to sync contacts and activities. Not just to Outlook, but optionally directly to your MS-Exchange or Outlook365 server.

The Next Step To Bringing Act 20.1 To Your Business

How does Act 20.1 help your company improve its operation? Finding your way around these new features may be tough. That is why I would like to invite you to contact me for a free assessment to see how you can boost productivity with custom tables.

How To Use Act! for Your Sales Training #ActCRM

Charisma, a strong network, blind luck, or skills: what explains great sales results? Like any complex activity, it’s easy to throw your hands up in frustration and say all of the above. That’s defeatist thinking. How can you make your sales training give you the best returns on your investment?

Use Act! as a support system to track, report and encourage your staff to implement what they learn.

1) Check Your Beliefs About Sales Training

“All business skills are learnable.” – Brian Tracy, sales expert

In her bestselling book Mindset, Stanford University psychologist Carol Dweck defines two mindsets that shape results. The fixed mindset believes that skills and capabilities do not significantly change: a weak sales professional isn’t likely to change. In contrast, the growth mindset emphasises change and development. This is a critical distinction if you are going to improve in sales training. With a fixed mindset, you’re more likely to give up before you develop proficiency in new skills. The growth mindset, you believe you can grow and research finds you are more likely to persist and succeed in learning.

Adopting a growth mindset will help you get the highest value out of sales training.

Attitude matters – skip it at your peril!

Action Step: Take the quiz on the Mindset Assessment to see which mindset you have. If you have the fixed mindset, ask yourself if that perspective is helping you to reach your goals.

2) Complete A Sales Training Program And Track Followup Afterwards

Truth be told, there are multiple sales training methods that work.

Buying a sales training program, attending a sales seminar or using online training all have the potential to work. For sales professionals in the B2B environment, two popular options include SPIN Selling by Neil Rackham and The Challenger Sale: Taking Control of the Customer Conversation by Matthew Dixon and Brent Adamson. Once you choose a sales training program, how do you ensure you get results?

If you get the opportunity, see if you can get the opportunity to attend an inspirational presentation by one of Act!’s co-founders, Mike Muhney.

Often people are excited and galvanised by a sales training course but, unfortunately, these effects can wear off without regular maintenance and monitoring.

Set up a tracking process to reinforce the principles and processes of the training for a set period. For example, schedule a weekly 30-minute meeting for three months to review the key points you learned. You might focus on prospecting, managing stakeholders or the art of landing large sales with Act!. Many traditional professionals like accountants, lawyers and doctors are required to take training regularly to keep their skills sharp. Why not apply that idea to the sales world?

Action Step: Select and attend a sales training program if you have not taken one in the past 12 months. Next, set up series of weekly meetings to track whether you practice the principles.

3) Set Sales Lead Indicators In Act!

You want closed sales at the end of the month, quarter or year. How can you increase the odds of hitting that goal?

The answer lies in tracking lead indicators for sales - measures that tend to predict the future. For example, a few common leading measures in sales include: number of meetings held, number of proposals sent and number of prospecting actions per day.

To train your sales staff in how and why to use lead indicators to close more sales, ask them to identify the best lead indicator for your sales process. For example, your sales process may look like this:

1. Call 1: you introduce yourself to a prospect by phone.
2. Initial Meeting. If the call goes well, you arrange a meeting with the prospect by phone or in person.
3. Needs Assessment. Determining the client requirements and scope of the project.
4. Proposal Presentation. If the previous steps go well, you are invited back to present a proposal.
5. Negotiation. Sorting out the final details and payment.
6. Close. You ask for the order and get a YES!
7. Sales Fulfilment. Payment Received. Your CFO sees cash in the bank and you can supply goods/services.

Steps 1-4 are promising candidates for lead measures. I recommend focusing on steps 4 because it will ensure prior steps are carried out with quality. If you choose steps 1 or 2 as your lead indicator, quality may suffer.

To aid you in tracking this measure in Act!, choose a lead indicator involving calls, emails or in-person meetings. Those interactions are almost always a requirement to win business and Act! is well set up to track those activities. In the past, sales professionals used notebooks to track this kind of information. That works but it is a lot of effort to keep up.

Create Opportunities for your sales in Act! and link the activities to those Opportunities. Then use Act! Insight, Dashboards, or some reports to make the measuring and monitoring a simple task.

Action Step: Meet with your sales representatives to choose a lead measure that you can track in Act! and which predicts ultimate sales success.

Resource: For more insights on using lead indicators to accomplish your sales goals, read “The 4 Disciplines of Execution: Achieving Your Wildly Important Goals" by Chris McChesney, Jim Huling, and Sean Covey.

4) Sales Managers: Monitor for Success in Act!

Sales managers: this step is for you. Choose a schedule – weekly and monthly are good options – and monitor your staff’s performance at each stage of the sales process. Recognize who wins in terms of lead indicators and sales!

Action Step: Speak to your Act! consultant to help you in customising Act! and generating reports on the metrics you need to track this data.

Want to improve your sales efficiency with Act!? Contact me today for a free consultation.

Act! Certified Expert – Sanctioned by Swiftpage #ActCRM

Over the years, Mike Lazarus has been the recipient of many unique awards and certifications related to his work in Act!, including:

• Certified ACT! Sage
• ACT! Community Development Partner
• Certified ACT! Genius
• Experts Exchange Titan Award – three times

In another first, Mike has just been sanctioned by Swiftpage as an
“Act! Certified Expert”

As indicated in this previous blog post, Working with Act! Again, Mike has been working with Swiftpage for some months to identify and resolve outstanding issues and to improve the stability and functionality of the product. Now he is connected with the QA and Development teams in testing some of the enhanced and new features expected in 2018 before they go to beta and then release.

Some important ones regarding Office integration have been announced in this December 2017 Letter from Swiftpage’s President, Lorcan Malone to registered Act! users.

Please respond in the comments with any areas or bugs you think need additional testing.

What CRM Experts Don’t Tell You About Winning Large Sales

Large sales, enterprise accounts, the big fish.

It’s all about the large accounts that increase profits and prestige overnight. Ever since SPIN Selling was published, sales experts have recognised that work in small sales does not transfer to large-scale deals. I will assume your team has robust sales skills once they are in the room with the prospect. Optimizing performance before and after the meeting will be our focus.

1. Preparing For Major Sales Meetings With Act!

You’ve decided to pursue a large, well-known, corporation as a client for your business. You know that landing that account will bring instant credibility throughout your region. Through networking, you have managed to identify a few managers at the company. How will you convert this information in a productive meeting?

• Do your pre-call research. Get on the phone with your customers to find out what software they are using and problems they have experienced. If you are selling technology, market research tools like BuiltWith may be helpful.
• Opportunity Notes in Act!. As you prepare for the meeting, include links to resources and notes in an Act! Opportunity for future reference. Significant sales can take weeks or months to close, so it is helpful to have these notes available beforehand.
• Hold a pre-call meeting. This step is critical if your major sales involve team presentations and coordination. A few days before your first sales call, organise a short meeting to outline what you have learned and what you plan to cover.

Sales Resource: Read Fanatical Prospecting by Jeb Blount for additional insight on prospecting. Blount makes an excellent point with his 30-day rule. If you are disappointed with your sales results today, check your calendar from 30 days ago. For example, if you take it easy at the office in December, you will have to work extra hard in the new year to catch up!

2. Improving Major Sales Follow Up With Act!

After you hold the major sale meeting, you leave with a signed contract! Well, that might happen if you are lucky to meet an exceptionally hungry buyer. If you are seeking to close a large sale, the process takes time to close.

Disciplined follow up makes all the difference. There’s just one problem with that suggestion. Sales professionals know they need to follow up. Yet many of them get distracted with other work and sales opportunities and never get around to it. Use Act! to augment your follow up discipline.

• Set reminders. Remembering to call the next day is easy – doing so a month after a meeting is more difficult. Using Activities associated with the Opportunity in Act! helps you stay engaged with the sale.
• Connect with multiple stakeholders. Did you notice that some technical experts at the prospect’s company objected to your solution? If so, document those points in Act! and work on developing answers for them. Link all the client contacts to the Opportunity in Act!
• Use email marketing. After your initial introduction to a major sales contact, they may be interested but simply not ready to buy. Using drip-marketing or inviting them to sign up for your email newsletter are excellent ways to sustain the connection.

3. Growing and Keeping Customers Loyal With Act!

So far, I have focused on bringing new customers in the front door. That’s critical for growth especially if you just starting our breaking out of a slump. Landing new accounts is not enough. Keeping current customers happy and doing more business with them matters as well. Analyse your customers in Act to find cross-selling opportunities such as:

• Analyse your most profitable accounts. Some customers are more profitable than others. Use 80/20 analysis to identify the outliers in your profits. How can you reduce the burden generated by a high maintenance client?
• Document client review activities. Some sales professionals are good at “farming”: growing an existing account over time. To encourage this practice, ask staff to document their efforts to network and meet other people at the company. If this activity is neglected, you may lose the account if a single manager or executive leaves. Don’t wait for a problem to happen at a loyal customer before you pick up the phone.

What The Other CRM Experts Aren’t Telling You.

Why aren’t you landing more major accounts? You probably lack one of three disciplines: sales goals (you are not shooting high enough), sales strategy (you have no idea how to land the big fish) or process (you do not have the right techniques or tools). I can help you with the last of these … However, no technology can fix the other problems associated with landing big sales.

Contact me to discuss ways we can use Act! to improve your company’s sales processes and efficiency.

If you would like to help other Act! users, please post your best strategies for landing the big deals as a comment to this post.

How To Improve Customer Service With Act!

Keeping a customer engaged with your business is one of the best ways to keep your business in good health. Once your company grows beyond a few people, consistent customer service becomes more difficult. One person may consistently go the extra mile with customers while others neglect the basics. Find out how to use Act! to improve your customer service and keep customers coming back for more.

Customer Service In The News: Complaints, Competition and Attention

In a world where low prices grab our attention, does customer service matter? The answer is yes. A brief review of the press highlights the consequences of customer service.

• Avoid negative word of mouth. A quick look through your Facebook news feed, Yelp or Twitter will turn out at least a few complaints about companies. In our era, disappointed customers tend to vent their feelings quickly. A British study found: “One in four social media users in the UK has used platforms to complain within the last three months.” Preventing such complaints by improving your service standards is well worth the effort.
• Easier To Do Repeat Business. If a customer has a good experience, they are more likely to do business with you again. Take note of this example from the hotel industry: “When Leslie Ciminello arrives at the Hotel 1000 in Seattle, she knows milk and cereal will be waiting in her room’s refrigerator. Lactose-free milk and gluten-free cereal that is. It is one of the small but significant ways the hotel has kept her coming back.” (Hotels Go to Extra Lengths for the Repeat Customer). If you neglect customer service, you may be left behind by competitors eager to grow.
• Earn positive attention. Would you like your company profiled in The Sydney Morning Herald? That was a benefit American Express earned by providing top customer service. The best part? The customer service in question was delivered to someone who cancelled their service. Gaining good press even when a customer leaves you – that is a significant benefit.

It is clear that excellent customer service makes a difference. How exactly can you improve customer service? Just asking your staff to impress is one approach. What should you tell them to do? You can use Act! to devise the details of your customer service program and continue improving.

Improving Customer Service With Act!

Use the following techniques to improve customer service with Act!. Tailor these methods to the value of your customer. In the Hotel 1000 example above, they are looking for business travellers who spend significant time in hotels. Such customers deserve extra attention.

1) Identify your top customers for extra care

Your employees have limited time so you cannot afford to treat all customers in the same way. Establish a few criteria (e.g. easy to work with and highly profitable) and then make a list. These are the customers who will garner extra time and attention.

Act! Application: Add an ID/Status, Favourite check or other field for your top customer records indicating “Gold Customer” (or whichever term you prefer), so you can find those customers easily with a search.

2) Set up recurring processes to review customer feedback

McKinsey & Co is one of the world’s most successful consulting firms. Client feedback is a core component of the firm’s success. According to Herbert Henzler’s book “Pushing the boundaries: Recollections of a McKinsey consultant”, the firm’s engagement performance review is varied out every three months and includes:

What was the quality of the analyses? Did you make good use of McKinsey resources? What was the client feedback? What was the team members feedback? Which improvements were necessary and how could these be implemented?

By using this process, individual consultants and their management never go long without taking customer feedback into account. For managers, records in Act! will give you additional input to consider in assessing your staff. If your team know you will review Act! as part of your management process, they will be more likely to use it.

Act! Application: Write short Notes or History after each customer service interaction in Act!. That way, you will have the opportunity to provide feedback to your staff.

3) Design long-term customer service improvements

Some customer service issues are trying to improve in an ad hoc fashion. For instance, you may have to use a new vendor to enhance the quality of your packaging. With limited resources, how do you decide where to focus your quality improvement efforts? Take a closer look at Act! for customer service failings and opportunities.

Act! Application: Create a method to list any unresolved customer complaints or those that required management involvement to obtain a solution. Use this information to look for systemic improvement opportunities.

4) Understand why customers leave

All good things come to an end, and that includes customer relationships. When customers leave, ask your staff to find out why they left. Once you collect data for a few months, schedule a meeting to review the findings. Look for ways that improved customer service could make a difference. As a starting point, consider the most common customer service complaints according to Business Queensland:

• Faulty product. It is not enough to understand that the product broke – seek for more information so that you can make improvements.
• Incorrect descriptions of the product. If customers cannot trust you on the basics such as size and weight, how long will they keep doing business with you?
• Poor client service. This can be reduced by implementing a rotation program.
• Slow delivery. Fast delivery service from companies like Amazon have increased customer expectations.
• Inadequate response to information requests. This factor covers inquiries about account status, delivery status and beyond.
• Rude staff. Even if your product is perfect, rude or rough treatment may be all your customers remember.

Your next step:

Meet with your sales team this month to review customer service levels. Use the four points outlined in this article to prepare examples for the discussion. If you find insufficient information in your customer files or disorganised information, implementing Act! may be the solution. Contact an Act! Certified Consultant to help you implement it.

Act! Version 20 – What You Need To Know

This month, Act! Version 20 comes to the market. If you are an existing user, should you upgrade to the new version? It all depends on your technical needs. Here are some reasons why the new version will make your business life more comfortable. It is a combination of improving reliability, enabling mobile work and bringing marketing and sales closer together.

Tip: Most of these improvements are only applicable to Premium Subscription users.

1) Track Your Business Results Easily With Act! Insight

Producing complex business reports each month is a huge pain for many in the sales. What if you could quickly check on the status of your sales pipeline each day? That’s what you can accomplish using Act! Insight. At a glance, this new feature offers the ability to see reports on sales by product, forecasted sales and won vs lost sales.

Tip: If you manage a sales team or own a business, Act! Insight is especially useful. The “Business Health” summary gives you precise data on your company’s operations and health. Make it a daily habit to check on these metrics, and you will avoid nasty surprises at month end.

Tip: Many of the Insight graphs are improvements on the current Dashboard function. However, at this time I have been using both Views of data as I have built some Dashboards that I have not yet been able to replicate with Insight.

2) Speak Your Notes and Listen for Answers By using Amazon Alexa

Survey after survey tells us that entering data into your CRM is a chore. That problem will start to come to an end because Act! will now support Amazon Alexa.

You might recall the scene in Star Trek IV: The Voyage Home, where they spend some time in 1986 San Francisco. Scotty, the chief engineer, has to use a PC and he picks up the mouse and tries speaking into it – “Hello Computer.”

Having picked up flip-phones, tablets and other devices from this program, it does seem natural for us to continue to realise the best ideas of their writing team.

Introduced in 2014, the Amazon Echo device is the primary to interact with Alexa, a voice-activated assistant. While you may not have an Amazon Echo in your office yet, the device offers exciting potential – the ability to ask for reports and add data by speaking will save you plenty of time. It’s true there are some limitations with voice recognition (e.g. ensuring control over confidential client data). However, the technology is likely to be a godsend for those who hate to type or merely prefer to speak. If you were already interested in voice recognition, now you will have an opportunity to use the technology for business.

Tip: A current list of commands available can be accessed at this Knowledgebase Article:
What commands are available for use with the Act! Premium skill for Amazon Alexa?

Tip: At this time, this function is not supported in Australia / New Zealand. I am still trying to determine the reason for this and an estimate of when it will be.

Tip: If you decide to invest in Amazon Alexa, you can use it for much more than Act!. You can use it to play music, check bank account balances (depends on whether you have a bank).

3) Improved Mobile Experience – Act! Mobile Companion

In the past, mobile apps were not that powerful. You had to open up your computer to do real work. Act!’s improved mobile app, Act! Companion, is available for Android and iOS, is starting to address that problem. You can quickly schedule follow up appointments with prospects and log your calls easier.

You can now call and email contacts directly through the Act! Companion. That means no more time copying and pasting phone numbers from emails on your phone. Even better, Act! Companion gives you your recent history directly on the mobile app. That means you can prepare better for sales meetings faster and stay coordinated with others in your company. Act! Companion also has map support so you can get to your appointments on time.

Note: Act! Companion is included with the subscription version of the product. If you are on the fence about whether to sign up for the subscription version, it’s worth it to get Act! Companion.

4) Improved E-commerce Integration

Does your company run an e-commerce store? If so, many of the operational processes are likely automated such as shipping and generating invoices. In the midst of that automation, there are three reasons why integrating Act! with your e-commerce provider is a smart idea. First, this integration gives your sales staff the ability to lavish extra attention on high-value customers. Second, you can use e-commerce data such as a customer’s purchase history to inform your Act! marketing campaigns. Third, you can use that data to carry out analyse your business operations (e.g. avoid running out of popular items and better understand your margins).

Act! supports integration with a variety of the most popular e-commerce platforms: BigCommerce, Ecwid, Etsy, Shopify, Volusion, and WooCommerce. Additionally, it can also bring in sales history from many common accounts products.

5) Improving Act!’s Subscription Product

As with other software products, the subscription version of Act! continues to improve. For example, the mobile app – Act! Companion – is included in the subscription, as is Act! Insight. If you have not already switched to a subscription license, the improvements offered through version 20 are an excellent reason to switch now. If you use the subscription version of Act! in conjunction with a cloud offering, you do not have to worry about losing your data due to a computer failure – it is all stored on secure servers.

Tip: Switching to a subscription license means that you will receive a steady stream of updates

6) Improved Microsoft Outlook integration

Microsoft Outlook remains one of the world’s most popular email applications. If you are comfortable using Outlook, rest assured that Act! continues to improve its Outlook integration. For you, that means a more stable experience and reduced issues. You can focus on selling instead of keeping your software operational. Whether you use Microsoft Office 2010, 2013 or 2016, Act! is compatible with each version.

I have personally found that the Outlook integration in v20 is more stable than it has been for some time. Swiftpage has also stated that some Outlook integration improvements are being worked on and scheduled to be included in v20.1.

What if your company uses G Suite, Google’s professional set of services for calendar, email and other applications? Don’t worry. Act! integrates with Gmail, Google Calendar and Google Contacts. For more information on the Google integration, see this article:
How to set preferences for Google and Gmail Integration in Act!

7) Optimised Emarketing Workflow

Act! users who are leveraging the power of Act! Emarketing can now manage campaigns through an intuitive, optimised workflow within Act!. Users can quickly and easily execute campaigns and track results from five newly designed views – Overview, Options, Create, Send and Track with full-screen Call Lists – all fully integrated within Act!

8) Better working experience for Apple users

Apple users are used to a seamless user experience. Act! version 20 delivers on that expectation by adding support for the Chrome for Mac web browser. As a result, you now have more flexibility to use Act! on your Apple computer. Apple users also have the option to use the Act! Companion on iOS devices like the iPhone. Version 20 also delivers a better Act! / Office for Mac integration.

Note: This still requires a local or cloud-based Window server

9) Dozens of “under the hood” quality improvements

Any piece of complex software accumulates bugs over time. The important question is what efforts are carried out to solve those problems. Mail merge, reports, company views and errors with contacts are just a few of the fixes that will make Act! version 20 easier to use. All told, these improvements save you time. To receive a steady stream of updates, make sure you sign up for the subscription version of Act!.

Resource: Curious to know more about all the technical fixed that went into Act! version 20? Read What's new in Act! v20 for further details.

Planning Your Next Move With Act!

The latest version of Act! brings a variety of new analytics and automation features to the table. Like any piece of software, you may not use every feature every day. Instead, ask yourself a different question: what if I could make my week 5% more productive by using this software? For your field staff, the improved Act! Companion app may mean the difference between staying late at the office on a Friday and getting home on time.

To find out if Act! version 20 is right for your business, contact me to request a free assessment. We will go through a few short questions and find out if it will add value to your business.

Click here to get in touch with me – Or post a comment to this article

CRM Benefits for Your Sales Professionals

For company owners and managers, an effective CRM program works wonders in helping you to measure and improve your business.

What about your sales staff? What benefit does it have for them? That is the question we will explore here. After all, if management fails to “sell” CRM to the staff, you will not get much benefit from using the CRM. To make that “internal sale,” here are the key CRM benefits for sales professionals.

1. More repeat orders and business from past customers

Asking a previous customer to buy again is much easier than attracting a new one. We all know that. However, most of us lack a systematic process to maintain relationships with past customers which means repeat sales are less likely. Adopting a CRM program makes it easier to manage customer relationships by providing you with notes, order activity and reminders to get in touch with past customers.

Tip: Use Act!’s Smart Task feature to remind you to get in touch with customers. Let’s take real estate as a quick example, Set a “time delay” on the Smart Task for 3-6 months after the sale. At that point, you will be reminded to get in contact with your customer. If they are satisfied, this is an excellent time to ask for a referral or surprise them with a gift.

2. Improve sales results on complex deals

Selling to a bank or another large company is often a long and drawn out process. I have seen cases where the buying process can take months or even more than a year. With millions of dollars in revenue at stake, staying involved is well worth the effort. Just think about how complicated the process can become! Each month, you may meet new people at your target company whom all have different interests and concerns. If you fail to keep those concerns straight, you are likely to ruffle feathers and lose the order.

Keep all your data, notes and observations in the CRM makes everything much easier in a complex sale. This same process also applies to high-value professional sales such as investment management, law and accounting. Attempting to keep all of that information clear in your head is asking for failure.

3. Spend more time with customers

Every month, your managers will probably ask you for reports and other data about your sales activities. Compiling these reports is a headache that nobody wants. You may not be able to eliminate reporting entirely, but you can cut it down substantially by using Act! once you have your desired reports in place.

Tip: If you save an hour per week from administration, that time savings will not automatically translate into higher income. To achieve that benefit, use that new time on high-value activities like prospecting for your dream clients.

4. Get better leads from the marketing department

Remember the classic sales movie “Glengarry Glen Ross?”

In the scene with Alec Baldwin’s characters, underperforming salesmen complain that “the leads are weak.” Baldwin’s character tears them apart for complaining about the leads. It may be one of the most iconic depictions of sales in pop culture. Too bad it is misleading!

In reality, the value of your leads may be weak! By keeping notes on your leads in Act!, you will be able to notice patterns. You may find that inbound leads who download a white paper are much more interested in hearing from you than any other type of lead. Once you understand that point, meet with your marketing colleagues to share your experiences, so they know what to continue.

Why do better leads matter? A higher quality lead is more likely to buy and become a long-term customer. Even better, you will reduce the pain and frustration of rejection dramatically. All of these benefits are possible by thoroughly using a CRM.

5. A full CRM keeps the sales manager away

Let’s face it: nobody likes to be nagged at the office or at home. If you are disciplined in keeping your deals up to date in the CRM, you will never hear another complaint from your manager again. That means less awkward conversations at the office for you. Isn’t that peace of mind alone worth 15 minutes a day to keep your CRM notes up to date?

Tip: If your company uses a “balanced scorecard” approach to performance reviews, check to see if consistent CRM use fits with that process.

6. You can make a better case for a pay increase

How can using your company CRM consistently help you to win a raise? Your manager may want to reward good performance. However, she needs to show a business case for that decision. Revenue numbers alone may be enough in some cases. Your request will be even more compelling if you can demonstrate that you are also keeping reliable records on your customers. Keeping those records demonstrates that you are committed to the CRM program. Showing you have a repeatable process to bring in new business – as documented by your actions in Act! – helps your manager understand that you can continue to develop stellar results.

Keep Growing: Our Two Recommended Sales Books

By the way, you do not have to stop with a CRM when it comes to helping your sales staff to improve. The following two books are industry classics for a reason – you can read them multiple times and profit each time. Each book is available in print, digital or audio format so even your field reps can access the books.

SPIN Selling by Neil Rackham.

Relying on a large scale research study into effective sales practices in B2B sales, this book explains a simple process you can use to make sales over and over again. By navigating the sales conversation through the “SPIN” process, your staff will be able to make more sales. What if your team does not have enough prospects? That is where our next title comes into the picture.

The Ultimate Selling Machine by Chet Holmes.

While much of the book is aimed at company owners and managers, your sales staff can also profit from reading this book. Holmes advocates focus in the prospecting process such as creating a list of your “Dream 20” clients and then pursuing them systematically. Holmes also shows how education based marketing plays a key role in attracting prospects to your organisation.

The Path To Low Stress Sales: 6 Reasons To Use a CRM like Act! In Your Business

Think back to the start of your business. You may have been the only one generating sales, serving customers and keeping the books. Once your business achieves some growth, you will start to add a few sales staff. Now you have a problem. As a manager, you are a few steps removed from the sales process. How can you be sure your sales team are spending their time productively?

Whether you own the company or manage the sales department, you need high quality, timely information about the sales group. In my experience, using a CRM (customer relationship management) tool like Act! is critical to improving productivity, reliability and sales effectiveness in a growing business. Let’s start with the benefits for sales managers and company owners.

1. Never miss another customer opportunity

Following up with customer questions and inquiries is critical to close sales. If your sales staff are “managing” customer follow up from their inbox, you are likely losing sales opportunities. By using Act! to monitor and manage interactions with clients and prospects, you can keep your staff focused on the opportunities that matter. For example, you can track when a prospect’s contract with a competitor is set to expire. That tracking allows you to focus your resources on higher value sales opportunities. At a minimum, you should strive to follow up on leads within two business days to keep up with other companies:

Insight: According to – Kayak Online Marketing:
“The average company takes 44 hours to respond to leads.”

Applying Act! To Your Business: Finding the “hot leads” for your business makes the sales process much easier. I recommend using Act’s Intelligent Call Lists feature to identify these leads. Calling a lead who has opened your weekly email newsletter for the past three weeks within minutes of receiving it may be a great fit for your business.

2. Detect high-performance sales activities and stars

Almost every sales team has one or two stars – the professional who significantly outperforms everyone else. They could be the person who never seems to have a “bad month” or who brings in the most profitable deals. Detecting the patterns behind these issues is difficult if you lack a system to organise the information. By using Act!, you can more quickly identify the indicators associated with top performance. For example, you may find that top performers routinely hit an individual activity metric each day (e.g. ten outbound messages to prospects attracted through inbound marketing). You can detect some of these patterns by using Act! to supplement your observations. With these insights, you can improve the productivity of your current sales staff and improve training for new hires.

Management Tip: Create a top performers report in Act! That shows your most productive sales staff and related metrics (e.g. number of deals, days elapsed to close the deal, new vs existing account and other measures).

3. Reduce sales administration time

Let’s say that your sales staff spend 4-8 hours per week on administration today. That covers everything from keeping up with email, filing orders and interacting with others parts of your company. While necessary, those efforts take time away generating new sales opportunities. By using Act!, you can cut that administration time significantly. For example, you can integrate email to Act! so that lead files are updated more quickly. Every automation measure means more time is available to deepen client relationships and start new ones.

Save Time Using Act! – With the “Smart Tasks” feature, you can make sure that your sales staff never miss another follow up with a potential customer. That is critical because larger value sales require you to build trust over time.

4. Deepen relationships at larger firms

It is easier to sell more to existing customers than attract new customers. Despite that truth, many companies do not have a systematic approach to their sales. Let’s say you were doing business with a division of BHP or IBM. There’s a good chance that other parts of the organisation could benefit from your products. However, selling more to a large firm often involves extensive research to discover the decision makers, subject matter experts and political situation. Asking your sales staff to keep track of this data without Act! is asking for trouble.

If you serve large, complex customers (or if you want to expand to that segment), a fully implemented CRM solution is critical.

5. Save time on accounting and customer service

Closing a sale on the phone or in a meeting is exciting for sales professionals. To maintain an excellent customer experience, the subsequent steps of your business process need to function smoothly. For example, issuing an accurate, complete quote or invoice to the client makes a positive impression. By integrating Act! with your accounting system, your sales staff save time in producing invoices and quotes and your accounting team has less paperwork to process.

Tip: If your company uses Quickbooks, Xero, or MYOB, you can easily integrate Act! into your accounting systems.

6. Start using email marketing to improve the bottom line

“A June 2016 survey of US marketers conducted by the Direct Marketing Association (DMA) and Demand Metric found that email had a median ROI of 122%—more than four times higher than other marketing formats examined, including social media, direct mail and paid search.” - eMarketer

Email marketing remains one of the most effective marketing methods on the market. Why? It all comes back to permission. If your prospects and clients have signed up to receive marketing email, you have direct access to your customers. If you are new to email marketing, there is a learning curve to get started. However, it is well worth the effort because of the high ROI email marketing delivers.

Act! makes it easy to get started with email marketing by providing an easy to use editor and templates. That means you can get started without paying for expensive graphic design services.

How do you “sell” your sales staff on adopting Act! in their daily work? We will cover that question in our next article.

Working with Act! again

It has been a few months since I last posted on the status of where I am with Swiftpage and the direction of the product. In that time, I have received numerous requests for an update.

After a call back in March from John Oechsle, Swiftpage's CEO, and Rowan Koons, SVP and GM, followed by four months of detail discussions on how to continually improve the product and user experience, we have reached an agreement for how I can best continue to serve Act! and the broader Act! Community.

Swiftpage has recognised my expertise and passion, and as part of this working together, Swiftpage has endorsed me as an “Act! Certified Expert, sanctioned by Swiftpage” as at 1 August 2017.

I have also been fortunate, during these conversations, to have had a look at the future direction of roadmap for Act!. This has made me more excited to be working with them to try and bring these to market for you.

My Current Focus

It does have elements of the position of "P.O.P.E" as originally suggested as a comment in this LinkedIn thread from four years ago - https://www.linkedin.com/groups/49896/49896-214593198 by Paul Marentette, of Uptime Solutions in Canada, and seconded by many others including Bob Ogdon, Chairman and Founder of Swiftpage.

We have highlighted the following ways to work together:

1. Initially examining areas of the current build (19.2 Update 3), with a focus on MS-Office integration and other areas that users might suggest.

2. Become active again in the Act! Community Site and my Linkedin Act! Fanatics Group. Not just in supporting users, as I have done for many years, but also creating an analysis of the posts to identify the areas that users have the most issues with (usability or flaws).

3. Assist Swiftpage in updating and enhancing Act! Knowledgebase articles.

4. Alpha and Beta testing v20 as soon as it is available.

After this, I hope to assist Swiftpage in improving Act! eMarketing, WebAPI, Mobile Companion, and other areas. I also intend to help them enhance their relationships with the Act! Certified Consultants and other resellers channel.

Help Me To Help You

I have some requests for you, the Act! Fanatic community (users and the resale channel alike):

1. I would like to examine any systems where Act! v19 is having issues with Outlook integration. At this time, I would be happy to take on about three sites per week.
NOTE: This is a NO CHARGE offer - No charge to the user or reseller.

2. Could you please post, as a comment to this blog article, or in the LinkedIn Group, or via private communication to me, any bugs or areas where you think I should allocate additional time. If I do not understand your point, I may contact you to see it remotely on your system.

3. Please also comment in the forums above with any subjects that I could generate a blog article that you think could improve your use of Act!. I do have some ideas that I have not seen done before, but I would still value your opinions.

The Future

This agreement is a great opportunity for me, for the product and for the community of users who have been behind the product for up to 30 years.

Those of you who know me know that I will throw everything I have into testing every function I can - as a user. I will work with other users in the forums, via email or phone, to find the issues that matter most in keeping you productive. Then I will work to try and replicate the issues so that I can report them accurately to QA and Development so they can work on fixing them.

Once this is underway, I hope to also have a small say in helping them prioritise their resources so that they can deliver the best possible solution for us all and make Act! as great a product as we all know it can be.

About four years ago, a user asked me what I would do if the vendor put me in charge of the product. At that time, I described a roadmap over two-three years that I thought would be necessary without the funds of an Apple or Google. I still believe that, over a similar time-frame, we can have a leading solution again.

Please feel free to post any questions or comments you have on this.

Regards,

Mike Lazarus
Act! Evangelist

To Cloud your #CRM or Not to Cloud. For that is the question

How to make users feel that using cloud can like trekking through a Brazilian jungle.

I’m guessing that many you might be aware of the issue with Amazon’s S3 cloud storage service which led to massive outages across the internet.

So far, Amazon has not given an indication as to the cause.

 

The only news on their site at this time is that the problems have been resolved: https://status.aws.amazon.com/

But why did it take down so much of the internet?

Yes, many applications were down for some hours. Buffer, Slack, Trello, and a great many more were unusable (or barely usable) during the time that Amazon had their outage.

According to the Synergy Research Group’s 2017 report, Amazon Web Services owns more than a whopping 40 percent share of the global public cloud services market.Other providers, such as Google, Microsoft and IBM are small players by comparison.

So maybe you can understand that when Amazon coughs, we all get colds.

What does this have to do with CRM?

Remember: There is no cloud, it’s just someone else’s computer

More and more, the major (and not so major) CRM providers have been pushing users to move their data to the vendors’ cloud systems. Even Swiftpage has been doing this with Act!.

Of course, there is a big advantage to the vendor to push for these subscriptions – They don’t have to add any real value to the product in order to keep getting your money. A case in point for this is the lack of any new serious functionality in Act! v19. Something I blogged about, here: What’s coming in Act! v19 – Good, bad or very ugly?

Although, more recently, the vendors have even put their on-premises products on the subscription model (Microsoft’s Office 365 and Swiftpage’s Act! are examples of this strategy to get users paying every year. They’ve both overly inflated the pricing of the “outright purchase” or “perpetual” licenses. They’ve also come down hard on the users who would consider buying outright, by making some features only available on subscription and (as Swiftpage says they’ll be doing for Act!) refusing to provide bug-fix updates within the version you purchased.

What are the advantages and disadvantages to you?

 

Advantages of cloud implementations:

• No need for server hardware CAPEX
• The IT costs can be reduced
• Maintenance, upgrades and support are handled by the vendor
  • This can be an issue when they update their version and break things that you use
• Can be easier to access from anywhere – This requires extra work for on-premises
• You, or your IT, are responsible for security if you make it available externally.
• There used to be a reduced upfront cost for the cloud, when compared to on-premises. But, with more vendors moving their on-premises versions to subscription, this is nolonger an advantage

 

Advantages of on-premises implementations:

• Retain 100% ownership of your data
  • How well do you trust the vendor to stay in business?
  • What happens to your data if they close?
• Retain 100% of the integrity of your data
  • About 6 months ago, Salesforce lost 4-5 hours of client data in May 2016
    The outage was caused by a problem with the database. So the folks at Salesforce restored the database back to the time before the problem occurred, four hours earlier, which deleted the previous data, Salesforce explained in a report on its Salesforce Trust page.
• Retain 100% of the security of your data
  • In 2007, a salesforce.com employee fell victim to a targeted phishing scam and was tricked into providing admin credentials to the perpetrators.
  • Last year, LinkedIn, had 117Million accounts hacked with details up for sale
  • Also last year, Yahoo disclosed a hack of more than 1Billion accounts
  • Does your cloud vendor use two-step authentication?
    If not, run (don’t walk) away to use something else.
    Hacks will get more common. If your vendor hasn’t made this a priority, they simply do not care about your data and you shouldn’t be giving it to them
• Less susceptible to external connectivity
  • Not all areas have great internet access
  • Because Handheld Contact for Act! stores the data on the device, I regard it as the best solution for Act! users with iPhones, iPads, Androids or Blackberrys
• Less susceptible to an issue like the recent Amazon one
• Sometimes greater functionality is available in the desktop version
• Often a wider range of integration possibilities
• Ability to customise your CRM solution with add-ons or custom written code that might not be possible in a cloud version

 

How about a hybrid solution?

One of the areas that Act! does best at, is the hybrid solution of using both delivery systems.

This can be a useful compromise:

• You still need your own IT – In-house or out-sourced
• You might still be susceptible to the security issues above … at both sides.
• You can pull your data out in any way you choose
• You are not constrained by internet access and can use the data via an app on your phone or laptop even when out of range.
• Access to both sets of integration and customisation options.
• You’d barely notice an outage from Amazon or the software vendor

 

After all this, what’s best for you?

And that’s really the question to ask. Each person will have a quite different view on this.

• You need to properly document your needs. This article might help: What’s the best CRM?
• You should try to find a VAR or Consultant who’s unbiased in this area so they can look at YOUR needs, rather than selling you something when there were better options. For some assistance in this area, read: How to pick the right CRM consultant for you

Please add a comment to this post with any thoughts you might have on the subject.

 

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Sync up to 45K contacts from #ActCRM to your mobile device with @HandheldContact

Introducing HHC+

Sync up to 45 000 contacts from your Act! database to Handheld Contact on your mobile device!

For those Handheld Contact customers that need more than 15,000 contacts on their mobile devices, we finally have a solution for you. Over the last two years HHC listened and increased the normal sync limit from 7000 contacts to the 15,000 limit where it is today, and that has proven sufficient for most of our subscribers.

However, we know some customers still require more, and for those people we're offering "HHC+" starting later in January for both IOS and Android device users. HHC+ will include an upgrade to an additional 15,000 contacts for only US$20 more per year, or an increase of 30,0000 contacts (for a total of 45,000) for only US$35 more. Australian and New Zealand pricing to be available soon.

One of the key changes we had to make to the mobile client was the ability to filter the export of the HHC contacts to the native address book, which you will soon be able to do through our new "Searches" feature. In other words, create a saved Search, do the lookup, and export those contacts (or updates) to your device's address book.

We caution some users with older devices (eg. iPhone 3 and 4) that increasing their sync contacts from 15,0000 to a total of 45,000 can cause some performance issues. Newer devices that we've tested have not demonstrated any degradation in performance.

We’ve recently upgraded Handheld Contact with some new features, if you haven’t checked out the: New versions of Handheld Contact for Act! CRM

Please contact your Act! consultant or GL Computing if you have any questions on obtaining the new versions or on anything else regarding Act! or Handheld Contact 

 

Technorati Tags: Act!,Act! CRM,ActCRM,Act! v19,Handheld Contact,Android,iOS,iPhone,iPad,mobile CRM,tablet