CRM UK - the official blog of the CRM specialists at TSG

The Concentrix Customer Surgery is Back!

The next Customer Surgery will be held on Wednesday 26^th August 2009 at our head office in Mountsorrel.

The Concentrix Customer Surgery is an opportunity for existing customers to spend an hour with one of our CRM, Accounts or Business Solutions specialists completely free of charge, while enjoying some light refreshments. 

The feedback we have received in the past has been excellent with many surgeries being oversubscribed.

To book your place, (please note, to attend the surgery we need to you book a place first) either email [email protected] or call 01509 410500 by Monday 17^th August 2009.

Choosing between Sage 50 and Sage 200 software

Sage 50 is one of the most popular accounts software solutions in the UK. The Sage 200 suite is a fully integrated business management suite, offering a wide range of benefits. But how do you choose between Sage 50 and Sage 200, know when to move from one to the other, or stay with your current application?

This article provides a comparison of the two solutions, with 10 points to help you decide which is the best solution for your business.

A recent survey by Concentrix found that Sage 50 (previously known as Sage Line 50) is one of the most popular accounting solutions in the UK. The product is aimed at small to medium sized businesses, and some of the reasons behind its popularity are that it has a good reputation (it's been around a long time), it does most of the things a small or medium business could want it to do, it's easy to use and fairly priced. However, depending on your precise business requirements Sage 50 can have limitations. Users sometimes wish it could do more, or do certain tasks a bit more efficiently.

The next product in the Sage business management software range is the Sage 200 suite. Sage 200 is a fully integrated business management solution for mid-sized businesses, which brings together all the key processes of a business.

So, if you're considering Sage mid-market business management software, which do you choose? Sage 50 of Sage 200? How do you know when to move from one to the other, or stay with your current application?

Well, it depends on your business requirements. If your business has grown, or you're finding Sage 50 restricting, it may be time to look at the Sage 200 Business Management suite. But then again, it could be overkill if your requirements are pretty straightforward.

So, you need to compare both solutions. Here's a comparison of the two software packages to help you choose between them, with 10 points to help you make that decision:

1) Number Of Users Past, Present and Future

Sage 50 is based on a proprietary Sage database. This limits the number of users and the amount of data the software can store. Sage recommends up to 6 users with Sage 50 (although there are examples of many more using it successfully). The database also locks - restricting users from the same activity at the same time. Sage 200 is based on Microsoft SQL Server database which has been tested with up to 50 users. So, if you have, or are likely to have, more than six users, you should use Sage 200.

2) Number of Transactions

The Sage 50 database has a limited number of transactions it can hold without archiving them (about 100,000 transactions). This means it often archives data which could be valuable in reports. It also means that Sage 50 users running the system near to its transaction limit often complain of slowness and data corruption. However, the Sage 200 database doesn't have a transaction limit, so if you're finding Sage 50 slow or you know you're looking at medium to high transaction levels, you need to consider Sage 200.

3) Transactions and Foreign Currencies

Sage 50 offers limited foreign currency functions. If you process frequent foreign currency transactions, you'll find the Sage 200 functionality far more efficient than Sage 50, and far more user-friendly. For example, with Sage 200 you can pay, receive or invoice in any currency. Unlike Sage 50, you don't need a separate bank account for each foreign currency to support each trading currency.

4) Reporting, Analysis and Business Intelligence

Reporting, analysing business performance, trend analysis and anomaly spotting is, much quicker, easier and enables more depth in Sage 200 compared with Sage 50. For example, Sage 200 offers powerful drill downs across each module. It gives easy access to data and also allows you to create your own profit and loss reports. However if the standard reporting functionality with Sage 200 isn't powerful enough for you, the Sage 200 Business Intelligence module offers even deeper, more flexible analysis.

5) Open and Closed Accounting Periods

Sage 200 allows open and closed accounting periods. Period lengths are definable and can be closed individually by Sales, Purchase, Nominal, Stock and Cashbook. By comparison, Sage 50 only works on open periods, which can lead to users waiting to post transactions at month end. It could also lead to inaccurate reporting because transactions may be posted to open periods after management reports have been run.

6) Cost Centres and Departments

Sage 50 offers a single level nominal ledger structure. This keeps things simple, but in comparison with Sage 200 only enables a limited analysis of income and expenditure. Sage 200 supports cost centres and departments which allows analysis of income and expenditure by multi levels within the chart of accounts.

7 ) Multiple Warehousing

You can set up stock items using Sage 50, but only record one stock holding value against each stock item. Sage 200 supports multiple warehouses and can attach them against stock items. Using Sage 200 means that warehouses can be two level, allowing bins and racking shelves to be recorded within the warehouse.

8) Batch Numbers and Serial Numbers

Sage 50 does not allow recording of batch or serial numbers. If your business processes needs to, or would benefit from working with batch or serial numbers, Sage 200 enables full batch or serial number recording and allocation. This is a great advantage for stock traceability. It also enables you to record by or use by dates.

9) Sales Order Processing

Sage 200 increases efficiency, accuracy and convenience of sales order processing compared with Sage 50. Sage 200 records sales orders automatically, and enables back to back purchase orders that can either be delivered directly to the client or into stock and immediately allocated.

10) Prices and Discounts

If you have a variety of pricing, say for different target markets or customers, or similarly different discounting schemes, you may find Sage 50 limiting. Compare this with Sage 200, which has a price matrix within the Sage 200 Commercials module. This allows you to easily manage prices and discounts throughout your customer base, using either price banded or discount-based pricing (or a combination of both) and applying them to groups of customers.

So, Sage 50 or Sage 200 - to Move (or Not to Move)? This comparison of Sage 50 and Sage 200 should give you an idea which of the products is right for your business. If you need further guidance, software demonstrations or any other information, don't hesitate to contact Concentrix.

Concentrix is a UK business management solutions provider, and a fully accredited Sage Partner. Formed in 1999, Concentrix specialises in products including Sage 50, Sage 200, Sage CRM and provides a full range of related services. Concentrix also provides a comprehensive range of CRM, business management solutions, IT infrastructure and hardware from other key providers including Microsoft, FrontRange and HP.

Educational Organisations benefit from CRM

Faced with an ever evolving curriculum, growing student numbers and increasing government targets, the educational sector is definitely a challenging one.

Concentrix has experience in deploying CRM for the education sector which can provide significant benefits to the way an organisation operates by:

- Reducing duplication of effort

- Keeping all information in one centralised location

- Empowering staff with knowledge

- Improving management effectiveness through powerful measurement and reporting tools

Concentrix knows that all schools, universities and colleges are different and will have different requirements. However, as an independent CRM specialist, Concentrix provides the best in breed CRM software including Microsoft Dynamics CRM, Sage CRM and FrontRange’s GoldMine, this means that they have a solution for almost any requirement.

So what does this mean? Well, Concentrix works closely with their clients to develop a clear understanding of their requirements. Once the client’s needs have been identified Concentrix takes a product agnostic approach to supplying the software. This ensures that the client gets a solution which matches their exact requirements.

What experience does Concentrix have?

Concentrix has worked with many educational organisations in the past and knows that often requirements are very specific. However, this is not a problem as Concentrix has an in house development team who can customise any of the systems to ensure they meet specific requirements. Concentrix customers in the educational sector include Bradford College, Darlington College and Grantham College.

More than Just CRM

In addition to providing CRM software, Concentrix also provides Accounts software as well as hardware, infrastructure and support.

Security for the educational sector

Hardware, Software and Network security is now one of the biggest challenges which all organisations irrespective of size or sector face and the importance of having the right type of security in place should not be underestimated. The increase in the spread of virus infected and other malicious software heightens the need for anti-virus and email exploit protection on every business network and schools, college and universities are no exception. Most organisations are acutely aware of the threats posed to them from external sources and have processes in place to protect against them. However it is the internal threats which they fail to protect against.

In educational organisations it is particularly important to know who is accessing which files as well as the files which people are storing on personal storage devices as very often educational institutions hold data which is highly sensitive and confidential.

For more information about any of the products provided by Concentrix or for advice on the solution which is right for your organisation, contact Concentrix on 01509 410500 or email [email protected].

Security Software from Concentrix

Computer viruses can now spread world-wide within a few hours and this can have substantial negative impacts on a business’s profitability. In recent years there has been a significant increase in the number of malicious attacks on companies and this has resulted in organisations realising the importance of Hardware, Software and Network security.

But, with so many different products on the market, protecting from different types of attack, it can be difficult to know which product is best suited to your organisations requirements.

Concentrix provides security products from GFI, Sophos and WatchGuard and this enables us to take a product agnostic approach to supplying security software, ensuring you get a solution which is capable of protecting your CRM, Accounts or Business Management Solution.

What’s more, Concentrix has a dedicated infrastructure team who can provide you with support and advice once the solution has been implemented, so you can be assured that your solution will continue to meet your requirements as time progresses.

For more information about any of the security products provided by Concentrix please contact us on 01509 410500 or email [email protected]

Concentrix has unique approach to providing CRM Software

Customer Relationship Management (CRM) software is used by many businesses to improve business efficiency.

What are the benefits of a CRM System?

Properly deployed, CRM systems streamline internal business processes by effectively integrating your marketing, sales and customer service functions.  A good CRM system makes it easier for everyone inside your company to work together and share critical information.

Once a CRM system has been implemented, having information stored on a variety of different databases and spreadsheets will become a thing of the past, as all data will be stored centrally. What’s more, all employees will be able to gain access to key customer information exactly when they need it.

However, the key to a successful CRM implementation is much more than just buying a piece of software. If an implementation is to be successful, it requires a complete cultural shift. This is where CRM Training will be beneficial.

The Concentrix approach to implementing CRM software.

Concentrix works closely with clients to ensure they have a clear understanding of their CRM software requirements.

Concentrix is an independent CRM specialist, and this is what makes them different. Concentrix provides the best in breed CRM software including Microsoft Dynamics CRM, Sage CRMand FrontRange’s GoldMine, and this enables them to take a product agnostic approach to supplying software. This approach ensures you get the software which is right for your business.

Hosted or on premise?

CRM systems are available as hosted or on premise solutions and Concentrix provides both of these. While hosted and On Premise CRM implementations provide a way to manage the key customer facing aspects from within a CRM software solution, some businesses are more suited to hosted CRM, and others more suited to on-premise CRM solutions. To find out more about hosted and on premise solutions, click here.

For help, information or advice about any of the CRM solutions provided by Concentrix please contact us on 01509 410500 or email [email protected]

Survival of the Smartest? Part 3: Know Your Enemy

Despite the current economic conditions, people are still buying products and services. Sales volume might be down and margins might be tighter, but all this means is ever tougher competition for each piece of business. "Know Your Enemy" might be a bit of a bombastic title, but competitor analysis is essential to smart survival and growth.

At the end of the day the key to beating your competitors is to be a little bit better than them and work a lot harder. Knowing who they are, what their strengths and weaknesses can only help you. Competitor analysis can be a bit of cultural change for sales people, as it obviously involves asking the person you are selling to who you are up against. Making this part of your standard patois can take a bit of getting used to.

If you can get the information early in the sales process then it is incredibly valuable as it can shape your strategy for the sale. If this information isn't forthcoming (or your sales person hasn't got the bottle to ask) then reactively finding out who you beat or who beat you to the deal is a good second-best.

If your sales people can't  or won't get you this information then why not make a "quality control" call after each sale (won or lost) to ask a few short question on why the customer made the decision they did?

Here’s a few examples of how and why competitor analysis and a properly configured Customer Relationship Management system come into play.

The Basics

In your CRM software you will be recording all of your sales "opportunities". All you need to do is link each opportunity to competitor records in the CRM. Even if this is done at the end of the sales cycle it is still worthwhile.

 - If you win the deal then (well done) the CRM system will know who you've beaten.

 - If you lose the deal (can’t win them all) you need to tell the CRM system which competitor won.

You now have enough information to begin competitor analysis. For example, how many times have you been beaten by and beat each competitor. Is one competitor dominating your market?

The next step is to find out why.

Building Intelligence and Using It

Once you've got the basics in place you can start building up more detailed and useful intelligence:

- Why?: When you win or lose an opportunity start recording the "why". This is best done through a series of standard responses, which make it easier to analyse. These could include "price"; "referencability"; "better product"; "geography"; "better presentation".

- What?: If you are in a market where you are not up against like-for-like products or services then try and find out what the competitors are selling. If you lose a deal on price, but you are selling your "Gold Standard Enterprise Advanced" product and the competitor is selling their "Workgroup Budget" product then you need to know about it. Either they've been sold a pup or your sales person has misunderstood what they need.

- Who?: Can you record who the competitor's sales person is for each opportunity? If so, you could see that a specific competitor is beating you to a lot of deals, but it is always the same sales person. You can then do something about it, like offering them a job! Tie this in with the "why" and the "what" and you can start to see the trends and, more importantly, do something about it.

In our industry references are very important as choosing who is going to implement and support your CRM or Finance system is a pretty big decision for any organisation. When we are choosing which references to offer it helps us to know who we are up against and which customers we have beaten won from that competitor in the past.

Worst Practice

I recently won a project where the customer told me that one of the opposition had arrogantly announced that they had  "NEVER lost a deal to [whichever CRM I was selling] EVER".

This is an example of very bad competitor analysis.

The sales person had found out what product they were up against and then, having done half a job, thoughtlessly rubbished it based on no fact whatsoever. The customer didn't like this and was another negative mark against their proposition. As it happened I had beaten them to another deal the week before, which I couldn't help but drop into conversation while accepting the order.

CRM can help

None of this is rocket science, but neither is it possible unless you have a reliable, company-wide system and the culture to ask for the information, record it and analyse it.

A well-thought-out, properly designed Customer Relationship Management system can help you with this, putting processes in place and giving you the tools to explore and exploit your data.

Which CRM is right for you and how much it will cost is hard to say without talking to you about it, but if you would like to find out more please contact me and I will be happy to help. Or, (if your don't want to talk to me!) as a starting point take a look at Choosing CRM Software, try out our CRM selection tool, and take a look at our CRM software comparison table.

More?

I’ll be blogging shortly on other tips and ideas I pick up on my travels. In the meantime, check out
Survival of the Smartest? Part 1: Focus on Customer Retention
Survival of the Smartest? Part 2: Focus on Your Products

You can also see if you can answer a couple of question about Counting the Cost of Sales Leads.

John Odell - CRM Consultant

GoldMine Premium Edition 8.5.1 release

GoldMine Premium Edition 8.5 was released in April this year and GMPE 8.5.1 is the first service pack available for the product line. The latest version release will continue to improve the stability and performance of GMPE 8.5 features and functionality.

GoldMine Premium Edition 8.5.1 adds several compatibility updates including Windows Vista SP 2, Windows 2008 SP 2 and Microsoft Office 2007 SP 2. In addition, the new release includes 47 incident fixes.

If you have any questions about GoldMine Premium Edition 8.5.1 or require any further information, please contact your Concentrix account manager direct, call 015096 410500 or email [email protected].

 

Sage Line 100 update

From the 1^st October 2009, Sage will no longer offer new site sales of single and multi-user licences for a variety of Sage Line 100 modules, including Financials, Commercials and Runtime. This is because the Sage 200 suite, a far more advanced and future-proof product based on the latest technology, has largely replaced Sage Line 100.

Sage Line 100 hasn’t had any real development from Sage for some time, as the company has focussed its mid-market business management software resources on Sage 200. However, Concentrix and Sage will continue to provide support for customers using Sage Line 100, and if you already own the product you will also be able to add more users or modules, and if necessary renew existing licences. But if you are still using Sage Line 100, you really should be thinking about the benefits the Sage 200 suite can bring to your organisation. Please visit the Concentrix website for more information, email  [email protected] or call 01509 410 500 to discuss your requirements with one of our Sage 200 specialists.  

Sage withdrawal of support for Sage 50 Intelligent Reporting

As you may know, Sage withdrew Sage 50 Intelligent Reporting product from sale on 24 September 2008.

As the current version of Sage 50 Intelligent Reporting is not compatible with Windows Vista, Microsoft Excel 2007, Sage 50 Accounts 2008 departmental budgets or Sage 50 Accounts 2009, Sage has also decided to withdraw support from 30 September 2010. This means that if you use Sage 50 Intelligent Reporting you can continue to renew your Sage support contract until 30 September 2009. You will no longer be able to renew support for this module with Sage after that. However, if you have a Concentrix support contract we may be able to continue to cover you for Sage 50 Intelligent Reporting – please contact us if you have any queries.

Sage 200 User Group

Thank you to all those who attended our Sage 200 user group yesterday.  The feedback we received was excellent. We hope you found the event informative.

If you have any questions about Sage 200 or need further information, please don’t hesitate to contact us on 01509 410500 or email [email protected].