ACT! Users Celebrate: Sage sells ACT! & SalesLogix to Swiftpage

For those who haven’t heard:
Sage is selling ACT! and SalesLogix to Swiftpage
And it’s great news for all involved

Here are the relevant official releases:

• Regulatory release: Sage continues to focus its business through non-core disposals
• Statement from Guy Berruyer, Sage Chief Executive Officer: Focusing our business
• Release from Swiftpage: Swiftpage to Acquire Sage ACT! and Sage SalesLogix Businesses
• Release by investor: Accel-KKR To Acquire Nonprofit Solutions Division Of Sage Group plc
• Sage views on what this means to partners and users

As someone who has spent more than 25 years supporting ACT! and supported more ACT! users than anyone else over that time, I have had hundreds of messages and questions about this since the Friday announcement. Mainly focused on these areas:

1. How many owners has ACT! had?
2. Why would Sage sell the products?
3. Is Swiftpage a good choice for ACT! and the ACT! Community?
4. What does this mean for Mike Lazarus 

Let’s discuss these one at a time – However, as I haven’t worked in the SalesLogix space, my views are from an ACT! perspective.

How many owners has ACT! had?

From The History of ACT!, this is the 4th sale of ACT! – and, if you don’t count Pat twice, the 4th owner:

• In 1993: Contact Software International (ex Conductor Software) purchased by Symantec
• In 1999: Sold by Symantec to SalesLogix (owned by Pat Sullivan, one of the co-founders of ACT!) – later renamed as Interact Commerce Corporation
• In 2001: Interact Commerce Corporation purchased by Sage Group Plc (Best Software in the US at that time)
• And now sold to Swiftpage

 

Why would Sage sell the products?

It’s useful to understand the reason Sage wanted ACT! (and SalesLogix) in the first place … a decade ago, companies in the ERP arena like Sage, Microsoft and others believed that they could gain advantages in the small-mid business market by providing a front-office solution to complement their accounting and ERP solutions, in a similar way that solutions sold to larger enterprises had done to lock in users to a single vendor.

This essentially failed for a number of reasons:

• Sage never managed to achieve the promise of real integration between ACT! and their accounting products to a level where they could show an advantage in an SME customer purchasing both from the same vendor
• Unlike with the enterprise users, small-mid businesses do not make the decisions on their accounting and their sales/marketing solutions at the same time or from the same management needs
• Sage never fully understood that the CRM market is different to ERP in it’s use – especially for small-mid market users and for those in international markets

Also, like SalesLogix (Interact), they thought that the ACT! base would become a feeder channel that they could convince to move to their bigger products – this belies the passion that most ACT! users have for the product and the reason why both Symantec and Sage couldn’t remove the ACT! branding to replace with their corporate ones. It also failed to appreciate how the needs of ACT! users differed from those of the other products.

Sage has had a tumultuous relationship with ACT! and the community surrounding it:

• They did recognise that, in order to add functionality that users wanted, ACT! needed to be re-engineered from the CodeBase architecture that the Symantec re-write had been based on. However they made the mistake of jumping on .Net and MS-SQL well before it was ready for prime-time (most tech support issues are related to the Microsoft components rather than Sage code) and this further limited the product in portability to Mac or other operating environments.
• Most of the long-time ACT! staff were let go instead of being promoted. This created a vacuum of requisite knowledge of both the product and the users within the organisation
• With the exception of the brief stewardship of David van Toor, senior management refused to engage the users and partners with any communication about problems or the direction of the product – to me, this was the single biggest error that Sage made. Although, since the more recent promotion of Ben Lederer to the Product Management position, this has been improving as I stated in the post: Looking ahead with #SageACT! 2013
• They gave up on ACT! in many international markets such as Asia, India and recently outsourced the Australian and New Zealand market to ACT! CRM – at least this last one improved the resources for ACT! users and partners
• Sage also failed to understand the mobile needs of the users – or that the mobile users for ACT! and SalesLogix have quite different needs. ACT! has been in the mobile market longer than most (since supporting HP95LX in 1992), but Sage’s years of trying to get their Sage ACT! Connect product (renaming it several times) working has been a distraction and a failure. It was the first time I’d ever publically advised against using a product with the ACT! brand in the post Getting ACT! on your phone and again in Problems with Sage Mobile for ACT! (new ACT! Mobile Live) and, most recently in this Sage ACT! Mobile Solutions Comparison. While the newer Sage ACT! Premium Mobile interface has some good functionality (when they get it right) for Premium users who can administer an IIS infrastructure, I’d suggest that Connect should be put to rest and that Swiftpage should work with Handheld Contact to provide a complete solution.

I do not feel, as some others do, that making ACT! a pure SaaS product would have been the right answer for Sage. One of the long-time ACT! consultants, Paul Marentette, put it this way:

I'm seeing a real backlash in the marketplace against high-cost, slow response plus the restricted controls endemic with SAAS. Remember, ACT! is uniquely positioned to work well over the web, but even better in on-premise/self-hosted environments while supporting mobile and remote users with the full features and fastest response only available from a local database.

ACT! has, in fact, been available as a hosted solution (browser or remote desktop) since 2003 – and I agree with Paul, in that one of ACT!’s advantages has been the variety of remote support options and third-party integration products that are not available in full SaaS offerings. As well as the higher expense that monthly fees typically entail and the fact that ACT! was built around the mobile sales-warrior who will often need access where the internet is not readily available.

That Sage has been wanting to sell off these products should come as no surprise. Most of us arrived at this conclusion seven months ago when Sage defined ACT! and SalesLogix as “non-core” as you can see in this discussion thread (despite Sage’s denials at the time)

Sage has realised that it’s good business sense to focus on the solutions it knows best … and, like when Symantec made the same decision previously, I believe this is the right call and will be good for both Sage Group, plc and for the products they are selling.

There are some who may think that the lack of corporate backing by Sage might hurt ACT!. Sage will maintain a 16.1% stake in the new ACT/SalesLogix operations, so there still is that backing to leverage off when it has value

Is Swiftpage a good choice for ACT! and the ACT! Community?

My answer: A resounding YES!

The Friday announcement is the public statement of intent. It’s still subject to final regulatory approval (which can take from a few weeks in up to 3 months) and no specific details of their plans have been revealed.

So, what is it about Swiftpage that I find so compelling and exciting?

• Swiftpage understands the products and the market
  They have been working with the ACT! Community, as an add-on vendor, since about 2004. Senior Vice President and General Manager - Sage ACT! and Sage SalesLogix, Dan Wilzoch, pointed out:
  As an existing partner and provider of Sage E-marketing for Sage ACT! and Sage SalesLogix, Swiftpage also brings a thorough understanding of our customers, partners, products and the markets in which we compete.
• Their partners find them great to do business with and they inspire loyalty
  I should point out that, unlike other members of the ACT! community, I haven’t had a lot of dealings with Swiftpage as I don’t sell directly to end-users and my client base tends to be ACT! Consultants, Resellers and Add-on vendors that prefer communications and news via forums such the LinkedIN ACT! Fanatics Group – in fact, I previously produced add-ons for ACT! that directly competed with them, such as MergeMaster! for ACT! 5/6. My only connection with them is that I have, at times, recommended them to users via this affiliate link: Swiftpage
  But, I know from all the many resellers and users that I deal with that Swiftpage has been a superlative organisation for them to deal with. They have been responsive and supportive of users and community, alike.
• Swiftpage understands the sales and marketing mentality
  As their focus has been in digital marketing, they come from an appreciation of the needs of sales and marketing, which is quite different from those looking for an ERP or accounting solution.
• They understand the real value of ACT!
  As a long-time add-on vendor, they know that ACT!’s value is in having a great, easy-to-use, core-product with users able to build the solutions they need via the huge number of add-on products available. Hopefully, this will means they will make it easier for such solutions to be created.
• Swiftpage has been in the cloud for a long time
  While most ACT! users prefer the speed and functionality of local copies – as regional internet access improves and the market continues to mature, the benefits of having hybrid systems combining hosted (or SaaS) and on-premises solutions will be an area that ACT! is better enabled to take advantage of.
• Swiftpage is an entrepreneurial enterprise – like most of the ACT! user-base
  ACT! has always flourished best when not constrained by the controls and red-tape associated with larger corporations that try to pigeon-hole it within their broader product range.
• Swiftpage has the necessary financial backing
  Via investment from Accel-KKR, one of the preeminent private equity firms in the US. Accel-KKR has a reputation for creating high growth software companies. They would not be investing in Swiftpage if they did not think they have the skills and resources to make ACT! a big success
• They intend to make the international market a focus
  Swiftpage has a lot of activity internationally and expects the international ACT! market to be an important point of growth going forward. 
• I spoke to Swiftpage’s Chairman and Founder, Bob Ogdon, on the weekend. He reaffirmed that Swiftpage wants to reignite the energy and passion that the communities of both products still have in heavy supply. It is the intent of Swiftpage to  include the ACT! community in a very active role.  He told me that they want to make an impact and they need the key players in the ACT! community to be involved for that to happen.

One can see from this thread that the “ACT! Fanatics” in the Community are very much behind this change:
Announcement from ACT! Fanatics - ACT! and SalesLogix sold to SwiftPage

What about the future?

• They are bringing over 250 of the ACT! staff … this includes UK and US staff. Time will tell as to how many of those stay in place. There are many that I hope do just that – I won’t name those I especially think are important here, for fear of upsetting any I may inadvertently miss
• As I mentioned above, ACT! CRM is distributing in Australia and New Zealand and I’d expect this to continue. While there are some changes I might make to the local policies, I have considerable faith and trust in Michael Bryant (the long-time ACT! Consultant behind the new distributor). He knows the local market, has a considerable investment in both money and time behind the product, and has shown himself to have exceptional business and entrepreneurial skills
• I hope they listen to, and work with, the local Consultants in Europe and South America as well as looking at reigniting the markets in Asia, India and others that Sage left. Most especially, they need to understand some of the international issues that Sage had ignored. I’d be more than happy to assist them in this venture.
• I do hope they remove the artificial barriers of international regionalisation that Sage implemented (especially amongst the partners). While this is de rigueur for ERP and accounting solutions, it’s counter-productive for contact managers and CRM
• They should look at ending the annual upgrade cycle that makes more sense for ERP products than it does for CRM … good products should have their releases determined by development and QA, not by marketing, accountants and analysts.
• They should refocus on the core product – and look at the options to leverage off both on-premises and SaaS. Then promoting the third-party vars for functions they are already doing so well.
• More specific plans will be discussed and announced as the transfer proceeds to a close.

The ACT! world is going to be fun again - In fact, the only negative I can see is that searching the web for “ACT!” produces far too many unrelated results, compared to “Sage ACT!” or #SageACT on Twitter

 

What does this mean for Mike Lazarus 

Well, after 25 years supporting ACT!, including over 13,000 posts to the Sage ACT! Community site, winning the Experts-Exchange Titan Award 3 times and running the LinkedIN ACT! Fanatics Group, I can’t see myself going anywhere in the near future … but I am looking to see what opportunities this may present.

I must say that I have been delighted, humbled and a little amused by the posts in this ACT! Fanatics thread – while I don’t see the option of Pope being available, I would certainly be open to talking to Swiftpage and see how they could best leverage my skills, on-line reputation and passion for the product.

It the mean time, I’m looking to set up an ACT! Fanatics Club to provide the type of training indicated in this thread – please let me know if this would be of interest to you and worth putting the effort in?

 

Technorati Tags: Sage,Sage ACT!,ACT!,SalesLogix,Swiftpage,CRM,Sage CRM

Looking ahead with #SageACT! 2013

Welcome to the new year, I hope you all had a wonderful time over the festive season are are looking forward to making the most of your contacts in the new year.

I am feeling more positive for the direction of Sage ACT! at this time than I have been for a few years. Those of you who have seen some of my posts in the LinkedIN ACT! Fanatics Group will know that I have had some issues over the past 5 years with the way that Sage management has been developing the product and especially with their head-in-the-sand approach in avoiding any communication with the users.

ACT! is still one of the best and most loved products in its class. Its millions of users worldwide depend on its operation and ease-of-use to run and grow their businesses by maintaining and tracking the relationships we have with our contacts.

Well, last year, there was a change at the top and Dan Wilzoch took over as General Manager for the product. My conversations with him have so far been quite positive. The best sign that this is a positive change, is that, while there has been a loss of a number of staff who really knew the product and the needs of it’s users … this time they have promoted one of the ACT! stars, Benjamin Lederer, to the position of Product Manager.

For those who don’t know Ben, he’s been with Sage since 2005 (and Symantec before that) in a variety of technical, development and product management roles. I have spoken to him many times and I can tell you he knows the product. He talks to those that deal with the users and he understands how to make the technology work. I have had situations where I had explained a bug to a number of Sage staff and nothing was done. A 10 minute call from Ben for me to explain the cause I had identified and he had it fixed quickly in a patch.

His first responsibility as Product Manager will be ACT! 2013 Service Pack 1 – due January 8th.

The best thing about the management change, so far, has been that Ben has already been communicating the intended road map publicly …

For Service Pack 1, Ben has stated the following:

• Microsoft Windows 8 and IE10 certification.
  Note: IE10 works in 2 modes, Regular and Metro.In Metro (the full-screen app), Microsoft has not included ActiveX controls, so ACT! won’t have word processing or reports in that mode
• Microsoft Windows Small Business Server 2011 and Windows Server Server 2012
  This includes improving the APFW installer to work in SBS environments. This will have a positive effect on any deployment that has existing 64 bit web services (SharePoint, Exchange) and reduce the setup problems after ACT! is installed
• Microsoft Office version 15 (2013)
  Note: This will be unofficial support at first. They have removed the code that would prevent you from using this product. It will still require Office to be installed in 32bit as Microsoft still hasn’t added the ActiveX controls to the 64bit version. But, this really doesn’t make a difference unless needing spreadsheets larger than 3GB and Microsoft recommends the 32bit install as I posted in a comment to this blog article
  Microsoft has added a new feature in Outlook that will create some problems. Now you can reply to emails within the preview pane. Actions performed in the preview pane do not trigger any add-ons. The Microsoft third party developer groups are looking for ways around this, but as of now no workarounds are available. If you use Outlook the way you always have, we suspect there will be no problems. If you use the preview pane to reply to messages history will not be recorded.
• Other Enhancements
  • All record type checkboxes are now checked by default in the Copy/Move Data wizard
  • Database Startup view preference can now be any relevant view
• Significant changes to the social media integration – see the Screencast demo Ben posted here
• Over 25 customer reported bug fixes

This is a big improvement on the previous management who didn’t add Office 2010 support till the next paid upgrade rather than patching it in the current build.

There are still a number of issues with international data (phone numbers, dates and currency) both in the core product and in Premium Web. I have suggested to Ben that he calls me so I can properly explain these. Hopefully he’ll take me up on the offer as soon as he has time.

I will be posting some articles soon on mobility and social media for ACT! users as well as data security and a look at how hosted or SaaS. I think these are areas that are becoming more important to all of us.

Please add a comment to this article if there’s any topic you’d like me to address in a future article or if there are specific areas you think Sage needs to improve in the product. But remember that not all feature requests can be added as I explain in the article: How Are Product Management Decisions Made?

Well, that’s all for now … I hope you all have a successful 2013 and that Sage ACT! continues to help grow your business.

 

Technorati Tags: Sage,Sage ACT!,Sage ACT! 2013,Windows 8,Office 2013

Happy 25th Birthday #SageACT!

ACT! was originally released on the 1st of April 1987 – No, not an April Fools’ Joke

How many software product can maintain market leadership over 25 years?

Here are some images from the original hand drawn layout coding of ACT! – click on them to see full-size

 

This is the original computer used by Randy Haben to code the first ACT! for DOS … an AT&T 8086

I’ll be posting some more old pictures to the Facebook page here:
https://www.facebook.com/media/set/?set=a.10150296560008381.343995.196020083380

To see the history of ACT! timeline, see: The History of ACT!

If you would like some logos to use to celebrate this occasion, I have designed some (together with Geo of SJR) and made them available on this Dropbox page. There are various sizes so you can put them on websites, blogs, Facebook/twitter profile images, email sigs. The PNG files are transparent so will work on backgrounds of any colour.

 

Technorati Tags: ACT!,ACT,Sage ACT!,CRM

Is #SageACT! getting too complicated?

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I was reading this article on Mashable: Facebook Is Getting Too Damn Complicated and can see a point.
Like Facebook, Sage ACT! has been the leader in it’s market for some time… and largely for the same reasons. It has had the right mix of ease-of-use and flexibility to deliver the solution – most of the time.
I discussed the typical process that decisions on new versions are made in a previous article:
How Are Product Management Decisions Made?

Priorities are not easy to determine

The setting of priorities (as per above link) is a really difficult line that most software vendors walk… trying to keep the product usable in it’s target market and dealing with the need to create new functions that appeal to potential new users or encourage current users to upgrade. For those with responsibility for the development of Sage ACT!, this line is more fine than most:

• The product has consistently outsold it’s competitors (many that are more functionally powerful) because it has had the reputation of being the easiest to use while still maintaining flexibility to cope with most users’ demands. New features should be implemented in a way that doesn’t increase the complexity unnecessarily
• There is a large core base of users that have been with ACT! for 10-20 years (or longer). Changes to functions (or worse, removal of them) causes users not to upgrade or even to look elsewhere. This was really evident in the first releases by both Symantec (3.0) and Sage (7.0) when items were left out  - either because the new development team didn’t realise people used them, or simply didn’t know the function was there.

Not all the reasons are good ones

This process becomes even more complex when we add some of the less valid reasons for priority selection:

• The need to stave off potential competitors by imitation a feature list;
• To avoid the perception of being stale; or the worst reason:
• To add items that produce PR content, while adding little to the user experience – sometimes this is exasperated by the product management decisions being made by people who don’t use the product “in anger” and don’t fully comprehend the scenarios it gets used in.

When feature bloat is attributed to this last item, new functions are typically plagued with a number of flaws:

• They lack the depth of options for real-world use of the feature
• The UI makes the operation less obvious to understand and use
• They are often not properly integrated with all the current components
• Sadly, they are often done at the expense of “less flashy” but more useful improvements

Some examples

There has been a number of times in ACT!’s history where, in my opinion, product management has been guilty of such decisions… where features added that don’t seem to have users requesting them or are implemented in a questionable way that marks a checkbox, produces a press release, but falls short of being usable. Some of these include:

• Sales Opportunities in ACT! 2000 (5.0) – these were hardly usable for a few versions
• Resources – can’t be used in a sync environment, making them unusable for many sites
• Smart Tasks – really don’t go far enough to be usable, can’t be administrated or run as service
• Social Networks – doesn’t link contacts to accounts (only search), doesn’t update data or record communications. See: Social Media and CRM – thoughts on how they should connect
• Google Integration – it leaves out the most important part, the ability to send and merge emails
• Web browser support – doesn’t support Chrome, Safari or current versions of Firefox and doesn’t support Office integration unless using IE
• Sage Connect – doesn’t support international phone numbers (neither does Outlook/Google sync)

Both of the co-founders of ACT! (Mike Muhney and Pat Sullivan) feel that the product is losing (or has lost) the essence of it’s direction. You can see Pat’s comment here and Mike’s here

It doesn’t need to be like this

I think Apple are one of the best companies at avoiding this problem. Their iOS operating system (iPhone/iPad) lacks much power functionality that Blackberry has had for years (see this post) and Android are now doing, but their choice to have kept the UI simple (at the expense of those functions) has worked for them. Apple prove that you don’t need specific features for the market to accept the product as “cool”

So, what does Sage need do?

Don’t get me wrong – I still believe that Sage ACT! is the best product of it’s type… but an urgent cultural change is needed to maintain that position. Basically, I think they need to stop relying on focus groups and instead actively engage with users (and the ACT! Consultants who support those users) in public forums.
For a while, when David van Toor was running the product, he did this … and the two versions released under his guidance were the most well accepted on release for his efforts.
Additionally, I think they would benefit from dropping the annual upgrade cycle – with release date dictated by bean-counters’ needs for numbers boost prior to Sage’s end of financial year.
I’m not sure of the likelihood of the current management taking this path, but one can only hope.
What do you feel?

Technorati Tags: ACT,ACT2012,CRM,Sage,SageACT!,Sage ACT!

Can Sage treat ACT! as a global product?

Those who know me know that I love and support ACT!, but there are some issues with Sage that I believe need work.

There has been a discussion going on in the LinkedIN ACT! Fanatics Group for some time on how to find ACT! Consultants in international regions. The discussion can be seen here: Finding ACCs around the world...

There has been some good comments from Consultants, users and Sage staff. This has helped me to a few thoughts on what the problems are and I thought I would describe them here.

Regionalisation

The first problem is regionalisation (at least the way Sage do it). This causes issues in the product design AND in the support of users and channel. While this does work in the ERP world, that Sage comes from and where every country/region needs different handling, it actually harms the proper selling and supporting of CRM.

ERP users (even in small multi-nationals) don't usually spread usage of their accounting system across country boarders. However, CRM users regularly do and even those based in one country will travel and want access to their data. There are many areas of the product that are designed with North American defaults that don't work as well for others – multi-currency, scheduling for different time zones, phone formatting and country codes to name a few.

From the support point of view (especially the channel support), this is left to the individual Regional Operating Companies ... and they simply don't have the resources or budget to provide this for Sage ACT! at the same level as North America. It is this area that has caused some regions (eg Asia) to drop ACT! altogether.

I offered to help Sage with training and support ACT! resellers in Asia, but was told they weren’t interested.

Sage has a corporate marketing team that directs all the OpCos about the logos, colours, etc ... they need to implement a similar method to ensure that ACT! (and probably other CRM solutions) have a similar global uniformity in dealing with their partners and users.

Responsibility with Authority

The second problem that is endemic across Sage is that those given responsibility for an area or project rarely (if ever) also have the necessary authority to make changes... and those with the authority rarely understand the product.

Over the past years, I have spoken to many staff who agree with many of these issues… but the regional staff tell me it’s corporate and those with global responsibilities tell me that decisions are made by the regions.

Management Communication

The third issue is the lack of public communication on ACT!'s road-map from management since David van Toor left. I highlighted this in this post:  Better handling of rapidly updating environment (yet to get a response from Sage). If you haven't added a Kudo to that post, please do.

Even the Press has Noticed

You'll see that I'm not the only one who sees some of these issues ... read this ZDNet article:
ZDNet - Sage Summit 2011: CRM at a Crossroads
This is a mostly positive article, but his conclusion that says corporate needs to "rejigger its thinking" in how they handle their CRM products is spot on.

Moving Forward

Should anyone at Sage Group Inc. or the ACT! team wish to discuss any of these points, I’d be more than happy to talk and help to come up with a way to address them. Like you, my aim is to provide the best experience for users and partners with their investment in Sage ACT!

Technorati Tags: Sage Group,Sage,ACT!,Sage ACT!,CRM

SaaS/Cloud software and Regional Internet access

Regional road trips. No doubt you’ve, “been there, done that before” and experienced what a nightmare it can be to get any internet coverage. No matter what the reasons for our travels out of town may be, one thing is certain: We still need our connection to the big, busy world via our trusty iPhones or Blackberries – or in my case, both!

A short time ago, I had the pleasure of attending a friend’s birthday party on the Gold Coast of Queensland and spent 10 days there to catch up with some old friends.

I was based in Ormeau. For those who don’t know where this is, it is about 1 hour’s drive south of Brisbane (Australia’s third largest city) and is in Australian’s largest growing region.

I had a great time catching up with friends in Brisbane, Gold Coast and Sunshine Coast (North of Brisbane).

And of course, being me, I needed to have constant and regular access to my ACT! contacts, to email, and to various other office and on-line services and forums.

I was carrying an iPhone4 and a Blackberry Pearl (both with Handheld Contact) to give me the remote access I needed and hoped to find Wi-Fi connections where convenient to sync and to access my other information.

I suffered serious regional culture shock

Now don’t get me wrong. Like most people, I love getting out of town and escaping the hustle and bustle, but coming from Sydney, I’m used to the comforts of being connected at anytime of the day or night. I’m used to having a 30Mbit connection and 3G/4G network coverage. That’s not the reality though for my regional friends as I discovered while on my road trip. Here’s what I discovered on my travels:

• Mobile access was shocking: I had to wander from street to street, just to get a measly 1-2 bars on either the iPhone4 or Blackberry. As a customer of Telstra - this country’s largest telecommunications provider - it felt way short of my reasonable expectations for adequate coverage. It could have been worse – I could have had no coverage like any other poor person with the other carriers!
• Not all regional areas have ADSL coverage: Telstra has only put in enough lines for about half the properties in this new estate so the place where I was staying only got access after a neighbour moved out – the new resident in their neighbour’s place would be out of luck.

As frustrating as it was for me venturing out into this regional area...

...These frustrations are also being experienced in metropolitan areas of Australia!

There is “business park” in Brisbane itself (Australia’s third-largest capital city), that has virtually no broadband access at all …

Read that again if you need to, because the mind boggles. Even in a city like Brisbane, a business park doesn’t necessarily have broadband internet access. You can check out: Brisbane's NBN 'will transform people's lives' to get the lowdown on that story

For now though you might be wondering how this is relevant to this blog dedicated to Sage ACT!, CRM and IT?

Well, much in CRM is about mobility… and recently a lot of the press have jumped on the “trendy” technologies of cloud based computing – both for phone/tablet access and for general access.

For those of us who have been in the computing industry for long enough, we remember that the PC was originally viewed (by IBM) as little more than a slightly more intelligent “dumb terminal” to main-frame applications. Later, as the power of PCs increased, more of the data was stored locally and out of IT control. This lead to a gradual pull-back of control via networking, and then via various remote solutions.

These remote solutions are collectively referred to as “cloud computing”:

• ASP – Application Service Provider
• On-demand software
• SaaS – Software as a Service

To be honest, I’m not sure how to really define the differences of those … other than that they are buzz-words from different decades.

They are usually accessed via one or more of these methods:

• Remote Desktop Protocol Connection (Terminal Services or Citrix)
• Virtual Desktop (VMware, etc)
• Virtual Private Network
• Browser based applications

 

Cloud-based technologies do have some benefits:

• The data is live to the remote users
• Software integration issues are largely eliminated from the client side
• It can be platform independent – although, this can depend on browsers / versions that are supported
• Key software systems are kept up to date, available, and managed for performance by experts
• Improved reliability, availability, scalability and security of internal IT systems
• A provider's service level agreement should guarantee a certain level of service
• Access to product and technology experts dedicated to available products
• Reduction of internal IT costs to a predictable monthly fee
• Redeploying IT staff and tools to focus on strategic technology projects that impact the enterprise's bottom line

But there are also some serious disadvantages:

• The client must generally accept the application as provided since vendors only fully customize solutions for the largest clients
• The client may rely on the provider to provide a critical business function, thus limiting their control of that function and instead relying on the provider
• Changes in the market may result in changes in the type or level of service available to clients
• Integration with the client's non-hosted systems may be problematic
• Accessing data to convert to another system later maybe costly or not-available
• Loss of control of corporate data
• Loss of control of corporate image
• Insufficient vendor security to counter risks
• Lack of internet access (even temporarily) prevents users’ access to their data
• What happens when the provider suffers problems? Twitter, Facebook, Foursquare, Salesforce and many others have been in the press during the past year for being down for periods of time. Or some, like Google for losing data.

So where does that leave potential CRM users looking for remote access via the cloud?

I wrote an article a year ago on “Supporting Remote Users with ACT! by Sage”. In selecting the best method for a specific site, there are two questions you need to ask:

1. Will the master and remote users always have reliable connection when they need access? If not (especially in the case of regional access as per the beginning of this article), then you should look at a sync-solution. The users work off-line and sync the changes with the master
   This is especially important for smartphone and tablet users who may want to do work in areas not covered by their phone carrier or Wi-Fi (eg on a plane, some buildings and areas)
2. Do you have the necessary reliable bandwidth and access to IT skills to self host or do you get it hosted by a third-party for an on-going fee? This is a bit more complex and can depend on:
   • How good is your internet connection (for host and remote)?
   • How responsive are your support options (in-house or out-sourced) if the server has issues?
   • For hosted solutions:
     • How reliable are they?
     • How good is their tech support? Do they provide a service guarantee?
     • How financial are they?
     • What happens to your connection and data if their business or service fails?
   • If the third-party host is down for a day, how much will the loss of access cost you? Will it be less if the remote users are using sync to local copies?
   • How secure is the connection? At a minimum, must use one or more of SSL, VPN, RDP
   • If you want to change application, will the hosted provider allow you to access ALL of the data in a format suitable for importing into other systems?
   • How customisable is the application? Can you integrate it with your legacy systems or add functionality that you might require?

In Conclusion:

While SaaS/cloud offering will be suitable for many users, there are some questions that you need to ask to determine if it’s the best solution for you.

I feel certain that SaaS offerings will become more viable as time goes by, but right now I’m reminded of the line that for those on the bleeding edge of technology, that “a pioneer is frequently the guy with an arrow in his back!”

Technorati Tags: ACT,Sage,Sage ACT!,SaaS,Cloud,Remote,Smartphones,CRM,SageACT!

Solutions to some of the SQL issues when installing ACT! 2011

Re-posted, with permission from Ben Hamilton

This is a set of common issues we have seen when installing SQL 2008 (which is part of Sage ACT! 2011), especially when upgrading a previous version that used SQL 2005

Remove .Net Framework 4.0 before install

The support staff in Sage Business Solutions Melbourne (bless ‘em) gave me a pointer that if “Microsoft .NET Framework 4 Client Profile” is installed it gives troubles. Therefore they suggested uninstalling it prior to commending an SQL 2008 install. I don’t know why or what but this was an important step. Note that just doing this still gave me a failed SQL install. I’d love to know more about the ‘why’ here. I’d also like to have been informed earlier instead of after me jumping up and down and making phone calls. But that’s a topic for another day. For now I’m very happy with their suggestion as it does appear to have contributed to a successful install, which is GOAL NUMBER ONE.

 

SQL Service Account

During the install you get the option to set which account the SQL Server Database Engine uses, instead of setting to NT AUTHORITY\SYSTEM as per Sage KB26994, leave it as the default. After the installation is complete you then go to services.msc and change it to Local System then.

 

Avoid Special characters in the path

As per Microsoft KB955666 you can’t use a ‘number’ or ‘pound’ (#) sign in the path name. Now I did NOT have a pound sign in the path, but there was a space in one of the folder names and a ‘plus’ sign (+). So taking to heart Microsoft's admonition, I copied the installer to a folder C:\SQL2008ExpR2\*.* and ran it from there.

 

Various other issues and resolutions

• “MsiGetProductInfo failed to retrieve ProductVersion for package with Product Code = ‘{4AB6A079-178B-4144-B21F-4D1AE71666A2}’. Error code: 1608.. ” See here and here.
• “Wait on the Database Engine recovery handle failed. Check the SQL Server error log for potential causes.” See here.
• “Error: 15209, Severity: 16, State: 1. An error occurred during encryption.” See here.
• Attempting to open registry subkey Software\Microsoft\PCHealth\ErrorReporting\DW\Inst​alled
  Attempting to get registry value DW0200
  Submitted 1 of 1 failures to the Watson data repository
  Refer here, here and here.

Hope this helps someone short cut the time to resolve their SQL install.

Please add Comments with any other issues and resolutions you might find when installing SQL 2008 (especially when upgrading from SQL 2005)

Technorati Tags: ACT,Sage,Sage ACT!,SQL 2005,SQL 2008

Finding the hidden functions of ACT! with your Consultant

Part 4 of The Seven Day Blogging Challenge - Share a photo I took this week and tell you about it.

I have thought about today’s Challenge post for a while and, with this blog being about ACT!, there was not much I could think of to take a picture that would be relevant.

So I’ve taken a screen shot of a menu that describes how proper use of ACT! will benefit you:

If you can’t find these functions in your copy of ACT!, I suggest you speak to your ACT! Certified Consultant. These are the people who do more that the break-fix support you might get from a vendor support contact.

A good ACC will take the time to understand your business and the workflow of your operations. They will then assist you in designing ACT! in the best possible way to achieve your goals using functions within the product or some of the many powerful add-ons that extend it’s use.

The ACC can then assist with planning and implementing your installation roll-out including importing your data, connecting to other systems and training your users and administrators to properly get the maximum benefit from the product.

An investment in a good Certified Consultant will generate a Return many times in better managing your contacts

When looking at the ACT! Certified Consultant list, you may find many in your area. So here is an article on how you should go about picking the right one for you: How to pick the right CRM consultant

Should you have any questions on this, please let me know by posting the comments here.

Technorati Tags: ACT,ACT!,Sage,SageACT!,CRM,ACC

Problems with Sage Mobile for ACT! (new ACT! Mobile Live)

Part 3 of The Seven Day Blogging Challenge - Write a blog post on the same topic as one my most popular posts

Well, the most popular posts previously have been:

• Why I prefer Blackberry over iPhone for business
• Getting ACT! on your phone

So I thought I would do another on mobile CRM with Sage ACT!.

I have always supported ACT! as a mobile product … both with sync to laptops and remote offices and with sync to PDAs and smartphones. Over the years, I have purchased new devices along this path to use, test and support other users:

• An HP95LX in 1992 for ACT! for HP95
• Apple Newton in 1995 for ACT! for Newton
• Handheld PC running Windows CE in 1997 for ACT! for Windows CE
• Palm M505 in 2002 for ACT! for Palm OS
• Blackberry in 2000 here I used Companion Link
• Another Blackberry in 2003 using Handheld Contact
• Since then, I have used various devices using Blackberry, iOS (iPhone and iPad) and Windows Mobile operating systems.

I believe in the benefits of being able to access and enter my ACT! data wherever I am and understand the problems that mobile users have.

Since 2003, I have been using Handheld Contact. But I have still tested other products to be satisfied that no other product is better for me to switch to.

Despite ACT! for Palm being the best PDA/smartphone solution for ACT!, the ACT! developers have concentrated on products linking to the native address books and losing much of the functionality that real ACT! users should want. Without this, they may as well be using Outlook for their CRM.

They have had “ACT! Mobile Live” in beta and release for around three years and recently renamed it as “Sage Mobile for ACT!”. It still has many of the bugs and issues I reported in the first beta.

So I thought I’d let you know why I really don’t think users should consider it for their use.

• The country code is not supported in phone fields - this means:
  • You can't dial international numbers
  • You can dial any numbers when travelling overseas
  • You can't enter contacts with international numbers
  • It causes problems if also using ACT! for dialling/faxing with other services
• If sync's with Exchange, Outlook or Google, changes to the outlook profile will either delete records from the ACT! database or duplicate them ... results can be inconsistent
• Some activity types are incorrectly handled causing data changes back in ACT!
• Some activity time-zones cause activities to move
• No formatting of fields
• Not a multiuser service... so can't work with web or hosted environments
• No tracking of History on calls, emails and sms made from the phone

There are a number of other bugs and functional omissions but as the challenge (as mentioned top of this post) is for a limited number of words, I’ll do a longer post on this later.

Considering Handheld Contact is only $50 more, I think the choice is a no-brainer

Technorati Tags: ACT!,Sage,Sage ACT!,CRM,Blogging,Mobile CRM,Blackberry Vs iPhone,iPhone,Sage Mobile

How Are Product Management Decisions Made?

Part 2 of The Seven Day Blogging Challenge - Answer one question I think people visiting my blog may have.

Recently I have been trying to explain to users in a couple of forums why the feature they want might not be likely to make it into the product. For a couple of examples of this, see:

• "ACT! for MAC" on the LinkedIN ACT! Fanatics Group
• "Merge - Combine - Copy Opportunities" on the Sage ACT! Community Site

So I thought I might try and explain simply how I see the product management decision process. However, please note that I’m not actually privy to the process used by Sage (or any other company other than my own) and am only going by the experiences of what I’ve seen and heard.
Update: Members of the Sage team have confirmed that “this is directionally close” to the process as used

First, all the requests are split into two areas:

• Bug Fixes and improvements – defects where the product does not perform as designed or intended as well as compatibility with other new systems and usability
• New Features and Enhancements – functional improvements to the actual design of the product

For each of these, a priority must be allocated. The priority would depend on a number of factors:

• How many users would be affected by the bug or benefitted from the enhancement
• If it’s a bug, it is data damaging or prevents the use of a primary function of the product
• Also for bugs, can the issue be replicated in-house to determine the cause
• For enhancements, would it just be a nice-to-have for current users or would it sell more product by being part of the decision making points of potential users
• Is there a competitive need for the request – are other products in the market doing it
• Are there manual workarounds or third-party products that could deal with the request now
• How will the request integrate or interfere with current code and user interface design
• How they fit into market trends/visions that they want to focus on
• Usability and compatibility with adjacent products

Then, for each, a time-frame and cost must be determined. For this, a specification document must be created with much thought being given to looking at all the possible scenarios, data types and values that are considered likely. This is done by consulting users and developers for their input.

Finally they can decide which to approve now, delay for a future version or discard. Obviously, the higher the priority, the higher the allowable cost would be for it to be approved.

So, in order to have the best chance of getting your requests addressed, you should try and put it in terms to answer as many of the points mentioned.

I would write more, but the challenge limits us to 400 words….

Technorati Tags: ACT,ACT!,Sage,Sage ACT!,Product Management,Development

The Seven Day Blogging Challenge – Part 1

Twitter contact, Andrew Emmett, is doing a Seven Day Blogging Challenge. He challenged other bloggers to join him and I have decided to accept.

Here are the 7 topics that Andrew has challenged us to write about.

Starting Saturday I will write one blog post a day, each with 300 to 400 words about:

1. What the purpose of my website is, who I am and why my blog is unique.
2. Answer one question I think people visiting my blog may have.
3. Write a blog post on the same topic as one my most popular posts.
4. Share a photo I took this week and tell you about it.
5. Embed a legal YouTube clip that I either found today or created myself. Then tell everyone about the clip and related information.
6. Create a blog post on a subject I’ve never blogged about here before.
7. Share hints or details of what I intend to write about in the future.

This experiment promises to be an interesting diversion for the norm and I do hope I can think of some useful and interesting items for you on each of these topics.

One of the opportunities this challenge presents to me is the requirement to write a piece every day and to make it a specific length. As  those who read this blog would know, my posts tend to be of a technical nature and I haven’t thought about the length of each article or have a set time that I must post. I write when I think of something deserving of a post and as long as I need to properly explain each topic. I also tend to use the articles as a permanent knowledge base on items I get asked rather than the typical “web log” style of most blogs.

The general aim of this site is to help ACT! users, resellers and consultants get the most from the product. Unlike other ACT! related blogs, I have tried not to simply create content of a marketing or promotional nature. I love ACT! and have have dedicated the past 23 years to the product – but I also experience many of the frustrations that users feel when certain functions don’t operate as well as they should or where the Product Management and development teams have missed the mark and I try to warn users of these also. Hopefully, this “warts and all” approach helps us all use ACT! better and encourages Sage to continue to improve it.

Now that I’ve completed Part 1, I need to think of a question you might have for Part 2.
Any suggestions you might add to the comments area would be most welcome.

Technorati Tags: ACT!,Sage,Sage ACT!,Blogs,Blogging

GL Computing wins @ExpertsExchange Titan award – 3rd time!

Experts-Exchange Titan 2010 

For the 3rd consecutive year, GL computing has earned a spot as a Top Expert in the 7th Annual Expert Awards.

From a competitive field of over 30,000 qualified experts worldwide, GL Computing's Mike Lazarus has been awarded the:

Titan Award - 2010

From Experts-Exchange: “Thank you for sharing your unparalleled, inconceivable, and brilliant knowledge with the members of Experts Exchange, without you Experts Exchange would not be the #1 IT resource in the web.”

Mike has won the Titan Award in 2008, 2009 and is the only Experts-Exchange Certified ACT! Sage

It is truly gratifying to have received this award, along with those others I’ve been honoured with recently.

Sadly, I still get no acknowledgement from Sage for the effort I put in to support users - including over 9,400 posts to their own ACT! Community Site and hosting the ACT! Fanatics Group.

ACT! 2011 - The string was not recognized as a valid datetime

Last week, I was asked to look into a problem by an ACT! Consultant in Australia. They have a client in New Zealand who is experiencing the following problem.

On starting ACT!, they get the following error:

The string was not recognized as a valid datetime. There is a unknown word starting at index 5

That’s not too bad, as after clicking OK, everything seemed ok. However when they try to schedule an activity, they got this error:

Resolution of the dependancy failed, type = "ACT.ULAvailControl" name = "Exception message is: The current build operation (build key Build Key{Act.UL.AvailControl, null}; failed. The string was not recognised as a valid Date Time. There is a unknown word starting at index 5. (Strategy type BuildPlanStratefgy, index 3)

They contacted Sage Australia tech support and were told:

Please be advised that it is a Locale, Data/Time specific issue and has been identified as a known issue with the software version for New Zealand and Mexico and is under investigation. We should get a fix for it in Service Pack 1 which may be couple of months away. In the mean time, you can follow the below step to work around the issue –

Close and open database [File > Close] without closing ACT completely.

You will be able to access the date/time related features without any problem. If you have any questions, please feel free to reply to this email or call Support

Obviously, as this problem only happens in those countries, there is a problem with those who didn’t beta test it prior to release.

I wondered who might have seen this, so I posted a message about it to the ACT! Community Forums and the LinkedIN ACT! Fanatics Group … the answer came on the LinkedIN group from José Roberto  dos Santos from Brazil. He said:

Change the Regional Settings in Windows Control Panel from "am" and "pm" to "AM" and "PM".

I am glad to report that this simple fix worked perfectly and I thought I’d post it here for others in those regions who have this error.

 

Technorati Tags: Sage,ACT,Sage ACT!,ACT! 2011,New Zealand,Latin America

What’s New in Sage ACT! 2011 #SageACT

Normally I try to get this out during the beta period. But, for various reasons, I’ve only been able to get to this now.

Sage ACT! 2011 has added a whole swag of new functions, improvements in usability and fixes to issues. I’m going to try and cover the ones that I have found to be most useful. Unfortunately, a couple are only useful to those within North America… but such is the lack of ability of the regional offices to test the functions and respond.

For the full, public list, please refer to these ACT! Knowledgebase Articles:

• What's New in Sage ACT! 2011
• New ACT! by Sage Features Introduced by Version

Obviously, before you upgrade you should ensure your system, and any add-ons or plugins, support the new version or if they need an update as I suggested in the article: Upgrading ACT!, especially when you are using add-ons

One change worth noting first is the product name changes:

• ACT! by Sage is now Sage ACT! Pro
• ACT! by Sage Premium is now Sage ACT! Premium (access via Windows)
• ACT! by Sage Premium for Web is now Sage ACT! Premium (access via web)

Other than ongoing improvements in stability and speed, the biggest new items are:

Smart Tasks

Smart Tasks allow you to schedule a series of common and connected steps. You can use the Smart Task templates that Sage ACT! provides* or create your own using the Smart Tasks Manager. Smart Tasks can be run manually or scheduled to run automatically.

Note: I think this feature is the one that should easily justify the upgrade for most users.

You should have a look at the ACT! 2011 Smart Tasks video on YouTube

Outlook Contacts and Calendar Integration

Outlook Integration allows you to synchronize your activities and contacts between Sage ACT! Premium and Outlook. You can set synchronization options to determine what information is synchronized. Synchronization can be scheduled to run automatically or manually run at any time.

Note: I strongly suggest users be careful with using these options as I’ve found some odd behaviour. While some of the bugs have now been fixed with Hotfix 1 for Sage ACT! 2011, others are still problems. For example, the fact that it doesn’t sync the country code with phone numbers makes it useless for anyone who wants to call internationally or to use the numbers when travelling – this is the same as one of the bugs I identified in ACT! Mobile Live.

Sage Business Info Services for ACT!

Sage Business Info Services for ACT!* (provided by Hoover's™) provides tools to access critical business information for your contacts and companies. With Sage Business Info Services for ACT!, you can:

Build a list of companies and people and then import these lists directly into your database. Access links from the contact and company Web Info tab. These links provide key information about your contacts' and companies' profile, financial details, company contacts, industry information, and company news. Subscribe to alerts to notify you when key changes occur for the contact or company.*Requires additional subscription.

Note: This service provides very limited benefit to those of us outside North America or United Kingdom as you can see from the Hoovers' Companies By Geography list

 

Sage E-marketing for ACT!*

• Sage E-marketing for ACT! is replacing the name for the connected E-marketing service, formerly ACT! E-marketing. There is a new icon for the contact toolbar as well. *Requires additional subscription.
• Sage E-marketing for ACT! is integrated “out of the box” with Sage ACT! 2011 Smart Tasks (3 Smart Task templates require a subscription to Sage E-marketing for ACT!).
• Email templates can now be launched as landing pages (web pages hosted by Swiftpage™).
• The service now has an Advanced Template Editor that can be used to edit imported templates.
• The template manager has been redesigned to help users manage, edit, publish/distribute, and launch landing pages easier.
• Swiftpage has added support for Microsoft® PowerPoint®, Microsoft Excel®, and text files as documents that can be linked from an email template.
• Documents and images can be managed in a library format instead of uploaded individually for each template. The document library can store up to 100 documents, and the image library can store up to 500 images.

Security, Administration and Other Improvements

• Increased Security for Attachments and Notes/History Editing Within Your Database
• Company Security
• Import Data Changes: New Express Method, Ability to Create New Fields On-the-Fly During Import, and Synonym Mapping
• Installation and upgrading seems much more reliable
• Installation without MS SQL on workstations
• Now uses MS SQL 2008 Express by default
• Full support for MS Office 2010 - in 32bit mode only as per Office 2010 support with ACT! by Sage
• Parallels (for Mac users) now officially supported as well as VMWare, Sun Virtual Box and Citrix
• Web version now supports native Firefox 3.5 and 3.6 … I’ve also found it seems to run ok in a brief test with Firefox 4.0b6 and Google Chrome, but these aren’t “officially” supported

 

Technorati Tags: ACT,ACT!,Sage ACT!,ACT! 2011,Hoovers,Outlook,Smart Tags

Office 2010 support with ACT! by Sage #SageACT

For some months, people have been asking about support for Office 2010 in ACT! by Sage with no information or direction from Sage itself.

Up until this point I had assumed that, like with many earlier versions, Sage would provide a patch for the currently available version of ACT!, but that it would be significantly improved with the next major release. Well, this was not the case.

Sage management had left everyone guessing till finally an announcement from Larry Ritter. In brief:

• There won’t be a patch to provide full Office 2010 support in ACT! by Sage 2010
• There is a workaround to provide limited support for Outlook 2010 by downloading a preference file from ACT!’s knowledgebase article 26713 - ACT! by Sage Compatibility with Microsoft® Office 2010
• Sage ACT! 2011 will support Office 2010, but only if installed in 32bit mode

Let me address each of these points in turn:

No patch for ACT! 2010 for full support

There are two possible reasons for Sage’s decision not to provide a patch for users of ACT! 2010.

Either there were significant changes in the new Office version that produced major challenges to incorporate in the current code base, or Sage completely underestimated the faster uptake to Office 2010 compared with Office 2007 and didn’t foresee it would be an issue for enough of its user base.

Whatever the reason, Sage decided it was better value for their R&D dollars to concentrate on ACT! 2011

But why has it taken so long to provide this necessary information?

Limited support via a replacement preferences206.xml file

While I do applaud Sage for at least providing this bandaid fix, there are a few issues I have:

• It’s important to read the knowledge base article linked above to see that, while it provides limited support for Outlook, it provides no support for Word or Excel integration.
• Back in June, a user posted to this Sage’s Community site article that he had received XML files for this fix. I contacted several people within Sage to see if I could get some information on the custom XML files, but did not receive a single reply. Seeing as they knew about this fix in June, why did it take so long to post it to a knowledge base article or even make it available to other users in need?
• When Sage did post the knowledge base article, it only included a fix for the US version of ACT! 2010. Within a couple of hours of being informed how the XML was made, I had provided an AU version to Greig Hollister to update the knowledge base. I see that a Sage Australia Tech Support staff member also took the effort to provide one – their name has removed from this blog at their request not to be associated with any form of communications … but you can see who on Larry’s blog. I found the request to remove their name particularly telling as the problem here is the lack of public communication from Sage as this is what they objected to.
  But so far those are still the only versions posted. Sage needs to realise that this product is used world-wide and either produce the localised versions from their North American office or request each of the regions to provide them in a timely manner. I have also been told that the US version will work for Canadians as long as you rename it to CApreferences206.xml
  
• For any users or resellers in the other regions who want to create their own:
  • On a clean OS, install Office 2007 and then ACT! 2010 12.1
  • Open ACT! and set up the Office integration
  • Go to the folder appropriate to your operating system:
    • Windows® XP: C:\Documents and Settings\{User_Name}\Application Data\ACT\ACT for Windows 12)\Preferences
    • Windows Vista® & Windows® 7: C:\Users\{User_Name}\AppData\Roaming\ACT\ACT for Windows 12\Preferences
  • Copy the file XXpreferences206.xml (where XX refers to your country version)
  • This file can then be used as per the knowledge base article linked above with Office 2010

 

Support for Office 2010 in Sage ACT! 2011

On a 64bit operating system, Office 2010 can be installed in either 32bit or 64bit, but ACT! 2011 will only support Office 2010 in 32bit mode.

I’m not sure of the reasons for this, but it is important to note that many products from Microsoft, Google and others are also limited in their Office 2010 support to 32bit.

I don’t see this as too much of a problem because the only real advantage of operating Office as a 64bit application is if you need to operate on huge (multi-gb) Excel or Word documents.

However, it is something that will be important for Sage and resellers to make users aware of, especially as I would think most pre-installed versions of Office on new systems would have been pre-installed as 64bit.

In Conclusion

While it would have been nice for Sage to have patched ACT! 2010 for full support, there are obviously technical and/or business reasons for their decision not to do this. Certainly it gives justification for users to purchase the maintenance package each year.

What I fail to understand is why it took so long for Sage to inform the user-base of their decision and, more so, to provide the work-around to users caught out by this when they knew about it so long ago.

ACT! is a business tool and its users need timely communication from Sage in order to plan their own business projects. It seems that, since the days under David van Toor and Sam Hunter, ACT!’s management have been communicating in absentia.

What do you think?

Technorati Tags: ACT!,SageACT!,Sage,CRM,MS Office,Office 2010