Implementation Consultant wanted

We are rapidly expanding our operation in the USA and have an opportunity for an Implementation Consultant to join our team.

The Implementation Consultant will become an expert and an advocate of Clicktools products in order to provide expertise and technical support to users. The ideal candidate will have a strong understanding of CRM from a power user and product integration perspective, and have demonstrated success supporting and implementing technical solutions. To be successful the Implementation Consultant will have the ability to understand customers' business needs and effectively develop, communicate and deliver solutions that meet those needs.

This is a telecommute position for a highly motivated self-starter and a great opportunity to join a dynamic and forward thinking team of talented professionals in this emerging industry as we grow our presence in the US.

Responsibilities:

• Analyze the needs of customers, and translate those needs to determine how Clicktools products can best be adapted and utilized to provide individual client business solutions.
• Manage the implementation of Clicktools projects and solutions on behalf of customers.
• Provide customers with technical support & training primarily via email, phone and online across all US time zones, with some onsite as needed.
• Organize and manage interdepartmental activities and resources to complete solutions projects according to agreed specifications within defined budgets and time constraints.
• Facilitate and manage communication between project team members and customers.
• Institute administrative processes and procedures, including maintenance plans, logs, and status reports.
• Develop an advanced knowledge of company products, policies, and programs and maintain in depth knowledge of the current market conditions and competitors.
• Support US Sales by interfacing with existing and prospective customers to determine their technical requirements and to discuss and develop solutions.
• Cultivate and maintain productive relationships with US customers.

Qualifications and Requirements:

• BA/BS in related field.
• 5-7 years experience in a similar position preferably supporting and implementing SaaS/OnDemand CRM solutions
• Demonstrated use of excellent project management skills, proficiency in PRINCE2 and project management methods a plus.
• Demonstrated proficiency providing technical support and training to customers via email and phone in a timely, efficient and accurate manner.
• Knowledge of CRM best practices; Knowledge of Survey & Customer Experience best practices a plus.
• Ability to think strategically and utilize excellent judgment, exude a strong presence and create, influence, and drive customer vision.
• Desire and ability to embrace new technologies and become proficient quickly.
• Excellent interpersonal skills, both written and verbal.
• Flexibility to provide support to customers in all US time zones.
• Availability for travel, some international.
• Ability to remain calm and positive while multitasking to meet customer needs.
• Organization and attention to detail.
• Highly motivated and self-directed with the ability to work well both independently and as proactive team member - must be able to work from home and report remotely to supervisor.

To apply please email patty.hopper@clicktools.com including a resume/CV.

Net Promoter calculations in Salesforce..

We are often asked about how you can calculate Net Promoter scores in Salesforce. For those who don't know (where have you been??), Net Promoter was conceived by Fred Reichheld and is a common approach for measuring customer loyalty.
[Net Promoter is a registered trademark of Satmetrix Systems, Fred Reichheld and Bain & Co.]

To set up Net Promoter scores in Salesforce one approach is to:
(This should be tested in either a Sandbox or Development account prior to deployment in a production org)

1. Set up a custom 'number' field to collect the survey responses. This will usually be in a custom object linked to the Account (and any other relevant object such as a Contact etc.)

2. Set up 3 custom 'number' fields to convert the survey response in to a promoter value (Promoter, Detractor or Passive) using the following formulas:

Promoter: IF(score__c > 8, 1, 0)

Detractor: IF(score __c < 7, 1, 0)  

Passive: IF(AND(score__c > 6, score__c < 9), 1, 0)

The above formulas assume a custom field to collect the survey response called "Score". Obviously, amend to your own requirement.

3. In a report use a "Custom Summary Formula" to calculate the overall Net Promoter score. Net Promoter score is defined as %Promoters - %Detractors. The following formula calculates the required percentage:

Net Promoter Score: Feedback__c.Promoter__c:SUM/RowCount*100)-(Feedback__c.Detractor__c:SUM/RowCount*100)

The formulas refer to two of the three fields defined in step 2 and will be automatically in the correct format if you use Salesforce to insert the field names. Obviously, amend this to match your own requirement. Depending upon the way the survey responses are stored you may need to amend this formula to calculate 'RowCount' in a different way.

4. This formula can then be used in any report to display overall and segmented Net Promoter scores in Salesforce.com dashboards.

5. You can also use a similar approach using summary roll-up fields in Parent objects (such as Account) to display overall Account scores and graphics (such as a traffic light where red is Detractor, Orange is passive and Green is Promoter).

Good luck!

Customer Experience - State of the Nation survey

In association with MyCustomer, Clicktools is running a global survey on customer experience practices. We are keen to gather views from as many people as possible and in return for completing the survey, we will send you a free copy of the final report.

You can complete the survey at MyCustomer.

I look forward to hearing your views and sharing the findings with you.

Advanced Salesforce Synchronization Management

Following feedback from and discussions with customers, earlier this year we changed the way that users managed responses and synchronizations with their CRM solution.

Want to know exactly what these changes mean for Salesforce users? This article explains how the new Advanced CRM Synchronization works and then goes on to highlight the answers to some of our Salesforce users frequently asked questions.


So what's new?

1. Clear identification of Synchronization status.
Previously, Clicktools simply told you how many responses were available for synchronization. It was not possible to find out whether these responses had been completed or failed synchronization. The only way to see error messages was to manually synchronize but this could result in synchronization of empty responses, and matching errors to responses was difficult.

Clicktools now separates responses in to multiple columns, enabling you to clearly identify the exact status of your synchronization and easily correct any errors before synchronizing again manually. The columns displayed are:

• Not Complete – the number of ‘incomplete’ survey responses, i.e. the Submit/Close button has not been pressed or are in the process of being completed.



• Ready For Sync – the number of ‘completed’ responses, i.e. The Submit/Close button has been pressed but the response has not yet been synchronized. This will be zero if synchronization is set to ‘Automatic’.
  


• Failures – the number of responses that have failed to synchronize because of an error that needs correcting.
  


• Retries – the number of responses with temporary errors (see bullet 2. below for further detail). Will always be zero if synchronization is set to ‘Manual’.
  


• Successful – the total number of responses for the survey instance that are currently stored in Clicktools and have been successfully synchronized.
  


• Sync Type – no change; shows ‘Automatic’ or ‘Manual’ synchronization.
  


• Last Sync – no change; shows the date and time of the last successful synchronization.

2. Re-try of Automatic synchronization.
Previously, if Automatic synchronization failed due to a failure to connect to Salesforce (e.g. during standard maintenance periods, temporary connection problems) Clicktools would simply place the failed response in the “Responses to Synch” column. Now, these responses will be visible in the new “Retries” column and Clicktools will re-attempt the synchronization once an hour for another 4 hours. If a response has failed after this period it will be placed in to the new “Failures” column.


3. Clearer separation of Surveys.
Rather than placing all surveys in one list, the CRM control panel now places surveys in to their respective tabs easing identification and management.


4. Visible error management and tracking.
Each column in bullet 1 will contain a number representing the relevant total of responses for each survey instance (rows) that meet that criterion. Each number greater than zero in the ‘Not Complete’, ‘Ready for Sync’ and ‘Failures’ column links to a page that will display the relevant individual responses. From there, you can View, Edit or Delete responses and select one or more responses to manually synchronize. In addition, when the ‘Failures’ screen is displayed you will see two additional columns; ‘Fail Message’ and ‘Fail Date’. Fail message will show the error message returned by Salesforce whilst an icon to the right of the message may be visible which will show more information when you hover over the icon. Fail Date will show the date and time of the last failed synchronization for that response.


FAQ’s

Q. Why do I have a large number of 'Not Complete' responses, where previously they were marked as available for syncing?
A. Only newly created responses (post the application update) can be identified as being complete. All previously completed or part completed responses cannot be identified as complete and will therefore appear in the 'not complete' column.

Q. Why don't I see all my failed responses yet?
A. Only responses which have failed to synchronize after the application update will be listed against the 'failures' column. You will need to manually synchronize responses first.

Q. Can I just synchronize all the 'not complete' surveys?
A. Yes, but this requires qualification. The count of 'not complete' responses includes responses which have been abandoned (truly not complete), pre application update completed responses that have not yet been synchronized with Salesforce, as well as responses which are in the process of being completed at the time the page was accessed. This last set of responses should not be synchronized as this may cause incomplete information to be populated into Salesforce. To exclude these responses from synchronization, a date filter can be applied which excludes for example those created in the previous 24 hours, the remaining can then be selected for synchronization.

Q. When I manually synchronize responses for a survey marked as 'automatic', it doesn't use my current Salesforce credentials.
A. This is part of the new functionality in the latest release. If a survey is marked as 'automatic' for Salesforce synchronization, then the credentials specified for that survey instance will be used whenever responses are synchronized, either automatically due to a survey response being completed or a response being manually synchronized.

If you have any further questions, please do not hesitate to contact us on: USA: 1-800-774-4065, UK: 0800 0432587 or click here to e-mail us