Tech Solutions to Keep Customers Happy
MSNBC (06/05/07) ; Alexander, Peter

Customer relationship management (CRM) systems aim to create loyal customers for small businesses by helping them learn customers' habits and understand their needs. CRM is available as standalone software, software plug-ins linked to other applications, or hosted applications. Such systems typically contain contact management databases that track phone calls, emails, and letters, as well as produce activity reports, predict and monitor sales, and handle appointments. When linked to an Internet phone system, some CRM applications--including Microsoft Dynamics CRM 3.0--let customer representatives know which customer is calling and pull up their information prior to answering the phone. Whatever is discussed during the call can be keyed into the database immediately, and customer information is updated for the next representative as soon as it is uploaded to the system. Businesses should see productivity gains among mobile workers if they are given remote access to customer information via the company network.
http://www.msnbc.msn.com/id/19055405/

Getting Started: 12 Ways to Drive Traffic to Your Site
Small Business Computing (06/04/07) ; Mills, Kristina

To make their Web sites more popular among Web surfers, companies should include relevant keywords and avoid framed designs--strategies that can help them move closer to the top of the search engine results. They should index their URLs with all of the major search engines, post information about their sites on relevant newsgroups, and advertise in E-Zines or use banner ads. Online directory listings, email newsletters, free classified sites, offline ads, and referral programs also can be helpful.
http://www.SmallBusinessComputing.com/emarketing/article.php/3681
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Four Technologies for Growing Your Business
MSNBC (06/05/07)

Several network-based technologies are now in the reach of small businesses and can help them cut costs, boost productivity, and enhance customer service. With inexpensive video conferencing services that work with Skype's Voice over IP service or managed over a converged IP network, small firms can hold face-to-face meetings using a video camera and a broadband network. Unlike traditional over-the-phone conference calls, video conferencing enables users to provide product demonstrations and allows participants to view nonverbal forms of communication. Extended mobility also bolsters productivity by letting workers log into any phone or computer as if it were their own, making it possible for them to share work spaces and perform tasks in any location. Small businesses have access to customer relationship management (CRM) software as well, which beefs up customer service when integrated with an IP telephony system by identifying customers and connecting representatives to their contact records prior to answering the phone. Finally, unified messaging merges voice mail, email, faxes, and other forms of communication in a single system and transfers calls to various devices as necessary.
http://www.msnbc.msn.com/id/19055328/

Roadmap for Backup Strategies
Processor (06/01/07) Vol. 29 , No. 22 , P. 1 ; Harler, Curt

There are numerous data backup and storage options on the market today, and experts urge small businesses to take into account their needs instead of rushing to implement a solution intended for a large corporation. Rather than shell out a lot of money on terabyte storage or virtual tape libraries, Synology President Cheen Liao recommends a layered approach involving a SQL standby or fast backup server and a second server to back up the first. A solution that automatically backs up data when changes are made is ideal, according to Liao. ExaGrid Vice President Fred Pinkett thinks Web-based backup services are not suitable when large amounts of data are involved, adding that restoration times are lengthy. He recommends disk-based systems with data deduplication for their simplicity, speed, reliability, security, scalability, and price. Regardless of the backup and recovery strategy used, Richard Heitmann of EVault says the data must be retrievable from any location whenever necessary.
http://www.processor.com/editorial/article.asp?Article=articles/p
2922/30p22/30p22.asp&GUID=

Planning for Future Growth
Accounting Software 411 (05/07) ; Garen, Ken

Companies that do not plan ahead of time for growth will one day find that their accounting software can no longer accommodate all of the information that must be stored, and outdated systems will not permit numerous users to access the same data at the same time. UBCC President Ken Garen underscores the importance of scalable, portable software. Portable software can be used with different operating systems, enabling companies to upgrade without having to question whether they can take their software along. When moved, the keystrokes are the same, meaning users do not have to be retrained to use the program. Additionally, portable software can be integrated with other applications. Portable accounting programs are available from UBCC, SouthWare, and SAP.
http://www.accountingsoftware411.com/Press/Insider/InsiderArticle
View.aspx?iid=1007&docid=8585

Getting to Know Your Clients
Accounting Technology (05/07) Vol. 23 , No. 4 , P. 37 ; DeFelice, Alexandra

Accounting firms are increasingly recognizing the need for customer relationship management (CRM) systems, which enable any staffer to answer client questions because all client communications--meeting notes and to-do lists, among other things--are made accessible to everyone. Kurt Kruggel of the Indiana-based CPA firm Kruggel, Lawton & Co. states, "CRM allows more than just one person to service that client, so the service level goes up tremendously. It makes the client feel they're very important and it's a firm approach, not an individual approach." The firm uses CRM-4-CPAs from Soltis Consulting, which features the Engagement Management, Client Matter Tracking, and View Relationship tools. Integration with CPA Practice Manager from Sage makes billing details, alerts, and notes viewable in both Practice Manager and Engagement Management. "This pulls together document management, engagement management, all our communication via email and integrates our time and billing system so when you come in in the morning, your dashboard is pulling up all this information and that's your map of how you're going to serve your clients and interact with your associates," explains Kruggel. Another CRM system designed specifically for accounting firms is CRM for Professionals from West Palm Beach, Fla.-based Templeton & Co., using Microsoft CRM as its foundation.
http://www.webcpa.com/article.cfm?articleid=24036