The Essential CRM Management Toolkit

Keeping a Clean Cloud Database

with Salesforce, Sugar CRM & Zoho

© Prialto, Inc. 2013

1 The Essential CRM Management Toolkit

Table of Contents

Introduction ..................................................................................................................... 2

Step 1 :: Designate CRM Champions ................................................................................ 4

Step 3 :: Structure Team Reports and Dashboards ........................................................... 9

Step 4 :: Make Clean Data an Ongoing, Team-Wide Responsibility ................................ 11

Step 5 :: Avoid Common Mistakes ................................................................................. 14

Additional Resources & Worksheets

Salesforce Administrator Job Posting ............................................................................. 17

Define Your Sales Funnel Worksheet ............................................................................. 18

Choosing a CRM De-Duplication Method ....................................................................... 19

CRM Resources .............................................................................................................. 20

2 The Essential CRM Management Toolkit

Introduction

Like our bodies, our workflow habits are adaptive. Introduce a new posture on the left, and the body

overcompensates on the right. Throw in a new piece of software here and we’ll tweak the way we work to

[avoid having to] engage it. It usually doesn’t matter what the CEO’s memo said – we do what we think it most

effective for our jobs.

Therein lies the problem with your Customer Relationship Management System (CRM) – a tool that requires

fundamental changes to dozens of individual workflows in order to succeed.

Taming the Beast

How can a company manage a powerful, but sometimes unwieldy, application that everyone needs to be able to

access, but may not use consistently?

The answer lies in the meticulous CRM management techniques laid out in this ebook. Over the next several

pages, we will walk you through setting up your CRM system, creating a CRM team and clean data policies and

avoiding some common pitfalls of CRM administration. The five distinct steps we’ve laid out below will put your

company on the path to successful CRM administration, regardless of how resistant or unfamiliar your staff

might be.

CRM should be SwaS, not SaaS

Here’s how it usually starts. Your company just bought an expensive new Customer Relationship Management

(CRM) service called Salesforce.com. Days later, you’re being told that you need to hire someone to service your

new service – a real-live person to run your new platform. “But wait,” you say, “I thought this software IS a

service.” Isn’t that what SaaS apps are supposed to be, after all?

That’s where the semantics of the new Software-as-a-Service (SaaS) trend break down. The “services” these

systems provide only take over the IT aspect of traditional shrink-wrapped software. Operating as a service

doesn’t mean that the technology operates on its own.

To be effective and achieve their goals, CRM platforms need people. Those people need to successfully execute

processes that leverage the CRM tool. That’s why CRM should be SwaS – Software with a real-people Service.

It’s a tool that’s entirely dependent on teams of employees using it effectively.

The lack of this understanding alone is responsible for a significant percentage of the hundreds of failed CRM

projects each year. The CRM market has grown from $700+ million in 1997 to $14 billion in 2007. But data

collected from 2001 to 2009 shows that between 40% and 70% of all CRM implementations are considered

failures by their users. A lack of adoption by the team is high on the list of reasons for that failure. The problem

is compounded when companies hire expensive consultants to customize their CRMs to the nth degree, thereby

making them unintuitive and overwhelming.

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Even when the initial CRM implementation is successful, maintenance and administration of the system

becomes a massive pain point. As more people enter more data into the CRM inconsistently, the more likely it

becomes that outdated, duplicated data will render the system useless. Keeping CRM data clean is an ongoing

process that must be shepherded by an internal champion – a real person - and a strong process-based culture.

Between 40% and 70% of all CRM implementations are considered

failures by their users.

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Your CRM Administration Team

To ensure adoption, you’ll need group of visionary and hands-on champions for the CRM deployment. Here’s a

quick look at who that should be.

Person Processes Led By This Person Tech Familiarity Needed

Chief Executive Officer Long-term strategy & vision Medium

Chief Technology Officer Resource allocation

Team buy-in Medium

Information Technology Team Deployment

Setup

Integration with existing IT systems

Medium

Salesforce Admin

Deployment

Setup

Process creation

Report & dashboard creation

Ongoing data cleanup

Super User

Salespeople Day-to-day data and activity entry

Report & dashboard resource High

Sales Assistants Keeping contacts up-to-date

Arranging scheduling

Meeting next contact deadlines

High

Step 1 :: Designate CRM Champions

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Finding your CRM administrator can be the most complicated and important decision out of this group. All too

often, people land this job unwittingly, simply because they attended the company trainings and actually

followed requests to use the system. Early adopters aren’t necessarily great administrators. The role requires

someone who is a seasoned project manager and trainer, with a smattering of metrics guru thrown in.

The Qualities of a Successful CRM Administrator

Here’s what you should be looking for:

1. A logical, process-oriented thinker

The person should have some understanding of fields, categories, and the underlying architecture of the

software and how individual changes affect one another. Logic, process and the ability to break things down into

digestible chunks are key attributes for this role.

2. An empowered team member

To build a strong tool, you’ll need someone with conviction, resilience, and a good deal of authority. Make sure

that your proposed CRM administrator isn’t someone that needs to be micromanaged or someone who lacks

respect among his teammates.

3. Someone who enjoys helping others

The CRM administrator represents the employee team to management. Choose an administrator who knows

how to build people’s confidence in their own abilities and is passionate about supporting their needs.

4. Someone who has familiarity with the sales process

Your CRM is intended to be a key tool for your sales team, and should be built around the team’s funnel. You

need to have someone familiar with the existing sales process and the strategic skills to help augment your tool

to make it successful.

5. A strong communicator

This person should be comfortable picking up the phone and communicating concerns, changes, processes and

explanations across a wide spectrum of stakeholders at the drop of a hat.

6. Someone with a natural curiosity about technology

A CRM administrator should not be someone who’s scared of breaking the program with a mere click, but

someone who is willing to google around and follow threads of conversations to find a solution.

7. A CRM believer

Your internal cheerleader needs to be able to turn negative rhetoric around by showcasing CRM’s ability to

boost sales. Only a true believer is likely to succeed in keeping the broader organization behind your CRM

infrastructure.

8. Someone who grasps company culture

Positive habits and culture will be your strongest ally for a successful Salesforce implementation. Fostering this

culture will take someone who is not only knowledgeable about how things should be done, but who

understands and even empathizes with the sensitivities about changing what is currently being done.

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9. An experienced project manager CRM setup requires multi-tasking, several deadlines, and the ability to relate the users’ needs to developers. It’ll

likely take several months and a decent chunk of change to do the job right.

10. A strategic, long-term thinker

Building a company’s CRM takes time, patience and an incredible amount of vision. A good Salesforce

administrator keeps her eye on the big picture to avoid today’s challenges becoming tomorrow’s roadblocks.

How to Staff your Company’s CRM Administration

A second level of consideration is how to staff an administrator to meet your company’s needs: full-time, part-

time or external.

Being a part-time administrator doesn’t mean that an existing employee can just get another task added to his

plate. The ongoing and constant nature of the role means that other work will need to be taken off of his to-do

list in order for the CRM management to receive dedicated attention.

Full-time, dedicated Salesforce administrators, on the other hand, can cost over $114,000 a year, and the

employment market for these folks is predicted to increase by 15% annually between 2008 and 2018. You’ll

need to budget in this line item annually (and corresponding benefits, if you choose to make the person a

salaried employee), if you determine that that’s the level of support your company needs.

With an external party, you can decide whether to hire a company or an individual consultant to meet your

needs. The downside of this option is your administrator’s context and familiarity with the company’s system.

One last option that solves the internal hiring issue and the external knowledge gap problem is to administer

your CRM through a team of personal assistants. If trained and managed correctly, a team of people who are in

the CRM every day on behalf of all of your users can do a much better job of keeping the system updated and

clean than a single person without backup. This also relieves you of the pressure of pinpointing a single person –

internally or externally - who fits the bill.

Check out the bonus materials at the end of this ebook for tips on how to structure your Salesforce

administrator job posting and interviews.

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Step 2 :: Enable Simple CRM Configurations

Most organizations only need 10% of the functionality of their CRM platforms. Nevertheless, Salesforce, Zoho,

Sugar, or any other CRM that you use can be quite a tyrant. Numerous default fields are switched on, leads are

created and sample workflows are rolled out even before your company turns the ignition key. Similarly, heavy

CRM customizations tend to be complex, and starting on them before your organization has begun to deeply

adopt CRM into its everyday practices is likely to create more frustration than productivity. If you were learning

to juggle, you would start with one ball, not 10. The same goes for your CRM deployment.

Your first step should be to lay out the sales process with your team. That ensures that the CRM’s structure

follows your own pipeline. It makes no sense to mark everyone as a lead, if you have a clear sales funnel and

stage designations, for example.

Use the Sales Funnel Worksheet (included in our bonus materials) to help identify your company’s lead-

contact-opportunity transitions.

Once you’ve identified key points in the sales process, start cleaning up the CRM’s user interface. The key to

effective CRM administration is to build the tool around your company’s needs, instead of creating a complex

database that dictates how you work.

Getting started with CRM configuration

Here’s what we recommend taking care of when your CRM is fresh “out-of-the-box.”

Turn off unnecessary functionality. Delete unnecessary bells and whistles and rename things to make them

intuitive to your employees.

o Turn off unused tabs (e.g. dashboards, files, getting started, etc.).

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o Clean up page layouts.

o Customize the default views for each module to allow your team to leverage their data quickly.

o Add the company logo to the CRM system to help take away the “beta” feel of the implementation.

o Delete all demo contacts and views.

o Remove the “Fax Number” and “Home Number” fields, since these are rarely used and difficult to

keep updated. In their place, consider adding a second “email address” field, since that is a more

common form of backup communication than a home phone.

Track intelligently.

o Where possible, change open text fields to pick-lists, which are much more effective at standardizing

data.

o Resist the urge to make fields mandatory, since ease of use is the primary roadblock to CRM

adoption.

o Create a “value” field, with ranks from 1-5, to prioritize companies and contacts in your database.

This will help users understand how to scale their work and where to concentrate their efforts.

o Replace all mailing address fields with “Metro Area” to facilitate meeting scheduling. Because

mailing addresses are often out-of-date, easily found on websites, not as relevant to today’s

business models, etc. etc., we recommend replacing them with a simple “Metro Area” field instead.

o Add a “LinkedIn profile” field. Since most business people now have LinkedIn accounts, they are the

quickest and often most accurate way to provide context around your contacts.

o Add a “Next Contact Date” field, which creates a to-do list for each user in a single field.

Use some hidden functionality.

o In the Admin setup menu, switch on your bcc (email-to-Salesforce) functionality, so that users can

log data into the CRM directly from their email.

o Turn off automatic password resets for admins, since these distract and use up valuable admin time

while providing minimal security benefits.

o Remove the “Created By/Modified By” field. Instead of requiring users to manually input this data

each time, turn on “field history” through the admin setup tool to enable tracking.

The point is to only keep in what’s absolutely necessary for your sales process. Save the complex fields for

introduction after heavy CRM adoption has become evident.

The key to effective CRM administration is to build the tool around your company’s

needs, instead of creating a complex database that dictates how you work.

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Step 3 :: Structure Team Reports and Dashboards

Leveraging reports and dashboards is the main motivation behind CRM implementation in the first place. The

ease of gathering data and the multiple angles from which it may be analyzed in mere seconds is the eager

promise of big data. To make this obvious to all users, key reports and dashboards should be set up before

rolling out the CRM instance.

What’s the difference?

Reports are collections of data that are sliced, diced and filtered in particular ways, depending on the users’

needs. Reports can cover particular date ranges or custom fields and can arrange the information graphically or

in a simple spreadsheet format.

Dashboards, on the other hand, are collections of reports. These are most helpful for reference at meetings and

inclusion on PowerPoint presentations. They are largely graphical, though may allow you to delve deeper with a

few clicks.

Bonus Tip: Most companies rely on reports to track outreach. But these static lists of data simply aren’t as

effective as the dynamic action lists called “views,” which are used by most CRMs. It’s worth leveraging views

where possible, instead of going directly into reports or dashboards. Views are more nimble and will allow users

to quickly prioritize accounts.

Report & Dashboard Setup Tips

When setting up reports and dashboards, as with the CRM as a whole, you should stick to what’s essential for

your company’s workflow. There’s no need to generate new reports for every small statistic. Instead, think

carefully about what cross-section of information would be most helpful to your sales team.

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Don’t forget to create a chart within each report. That will make it a lot more intuitive when the report is

pulled into any dashboard.

Once you’ve created the reports, schedule them to run on a recurring basis (a feature only available in the

enterprise edition of Salesforce.) They can be emailed out once a week to keep your team on track. Or can

update themselves in time for quarterly reports. Automating the process will keep it clean and simple for all

users.

Create separate dashboards based on the agendas of recurring meetings. If the sales team meets every

Monday, develop a dashboard around the items they tend to review at that particular meeting. Same goes

for recruiting.

Limit everyone to a maximum of two dashboards per meeting. This will serve as a forcing function to focus

on the key data.

The bottom line in all of this is to ensure that your team is managing to the CRM. Salesforce reports should be

integrated into and referred to during regular management meetings, and team members should be expected to

know their data. That’s critical to making it a part of your company’s culture.

There’s no need to generate new reports for every small statistic. Instead, think

carefully about what cross-section of information would be most helpful to your

sales team.

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Step 4 :: Make Clean Data an Ongoing, Team-

Wide Responsibility

Once you’ve successfully rolled out the company’s new Salesforce implementation, you’ll encounter an even

larger goliath: clean data. The term refers to the challenge of keeping the data in your CRM platform up-to-date,

complete and accurate. As more users access and input information into the CRM more frequently, you’re

bound to end up with duplicates, lapsed addresses, incomplete contact fields and a host of other data

inconsistencies that could cripple your CRM’s effectiveness.

While your company’s Salesforce administrator may have been the right person to set up and maintain the

overall structure of your CRM’s platform, it’s unwise and unfair to put the burden of clean data solely on her

shoulders. Instead, roll out CRM training with a strong clean data policy in place. The policy should make clear

that clean, updated CRM information is an ongoing, team-wide responsibility.

Having a comprehensive policy will enable your company to set consistent expectations for whoever uses the

system, be they an administrator, a sales rep or even a personal assistant. In fact, training personal assistants to

use and update the CRM may be one of the easiest ways to keep the data clean.

What Does A Clean Data Policy Include?

Your clean data policy should definitely include the following basics.

Users should be required to copy all email communications to their CRM instance using the platform’s Bcc:

function. Many companies encourage directly plugging in the email to the CRM, instead of using Bcc:, which

is an even better option (if you think it’ll be realistically adopted by your users.)

Users should be told to perform a search before creating any new record. When adding data manually,

searching for the record prior to creating new ones will help avoid many duplicates.

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The policy should create a standard format for account names. Our favorites are the following.

o Avoid descriptions of a company’s legal structure (i.e. LLC, Inc., Corp., etc.)

o Avoid adding .com, .net, .org, etc. to the company name

o Spell out company names instead of using acronyms, e.g. TWC should be Time Warner Cable

o Use a capital letter as the first letter of the company name (unless the official name has a lower case

letter, e.g. eBay)

o Include any articles in the company name, (e.g. ‘The’ in The Center for Disease Control)

The policy should standardize contact names:

o Make sure to use capital letters to begin both the first and last names

o Do not add middle initials to the first name field or any other field in Salesforce

o Do not add salutations (i.e. Mr., Mrs. or Ms.) in the name fields

o If a person’s official name is hyphenated, use the complete name including the hyphen in the

appropriate first and/or last name fields

If you’ve chosen to keep them in, the policy should set out a format for entering mailing addresses. Note

that these are notoriously difficult to keep consistent – yet another reason to leave the field out altogether.

However, here are a few standardization tactics you could try to implement.

o Do not use abbreviations in the street address for words like street, road, avenue, parkway etc.

o Keep the suite number in the address line

o Abbreviate suite numbers using only a hash tag (e.g. 123 Main St., #213)

o Use abbreviations for state names

o Always include country names, even for addresses in the United States

o Type in the full country name instead of using abbreviations

In the interest of consistent capitalization, ask users to ensure that their caps lock button is off before they

start entering the data.

Leveraging the Platform for Clean Data

To supplement the policy, you can also implement various configurations during the CRM setup that will help

ensure that the data stays clean.

1. Favor “structured fields” over open-text boxes when setting up CRM fields. Having to choose one item

from a pick list will facilitate efficiency in CRM data.

2. Implement “required fields” throughout a contact, to create a bare minimum amount of information

that would be collected on each person. Be careful here, though! If you make too many fields

“required,” your sales reps are likely to resist entering data into a cumbersome contact record.

3. Install a de-duping tool during the setup process. Salesforce, like many of its counterpart CRM systems,

has a basic merge tool for some fields, which allows you to line up two records, pick which data should

trump the other and then put them together. However, it is impossible for Salesforce to spot those

duplicates itself. To solve the problem, plug a paid de-duplication tool like Cloudingo into your CRM,

which will allow you to filter and set parameters for duplication to be cleared on an ongoing basis.

See the bonus materials at the end of this ebook for more information on how to choose a CRM de-duplication

method.

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Assign a Keeper of Clean Data

Let’s say you have a whiz of a Salesforce administrator, very enthusiastic sales representatives and an

effective clean data policy. You’ll still need to periodically spot check and scrub through your CRM database.

Depending on how you use your CRM, you may want it to be tidied on an ongoing basis. Consider engaging

an external party to do this work. A fresh pair of eyes on the data will not only ensure accuracy, but may

provide some insightful solutions to the data cleanliness issue.

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Step 5 :: Avoid Common Mistakes

These are the five biggest problems we come across when looking at why a company is having problems with

its Salesforce administration. Avoid these, and you’re well on your way to successful CRM management.

1. Inconsistent enforcement

You can’t let some employees get by without adopting the new technology, especially while enforcing it

with others. This is the bane of changing any business process, and should be nipped in the bud. It doesn’t

matter if the non-adopter is your star sales rep or your oldest employee. If they need extra training, take the

time to walk them through it. If they can’t seem to create a good workflow, get them an administrative

assistant to help out. Allowing any one employee a pass on adoption sends the wrong message to everyone.

2. Delegating CRM to IT

Your Salesforce platform may be accessible on a computer, but it isn’t just a piece of technology. Someone

who doesn’t understand the sales process won’t be able to optimize the CRM. IT has a role to play, but

should not be maintaining the entire system and data.

3. Assigning CRM management to a single source

This is a recipe for bottlenecks and outdated contact records. Letting all the knowledge about Salesforce

reside with one person stakes too much on that person’s ability to manage efficiently. What if she needs to

move jobs or even just departments? What if her time is tied up with another project or a big sale? Basic

CRM skills (e.g. editing picklists, merging contacts, generating recurring reports, etc.) should be spread out

among all users.

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4. Failing to assign CRM management to anyone at all

Democratized CRM management is equivalent to no management at all. The buck needs to stop somewhere

for the CRM to remain relevant and clean.

5. Relying on seasoned sales representatives to implement your CRM

Turning your sales stars into data clerks is one of the biggest and most frustrating mistakes you can make.

Hunters are built to manage relationships and close sales, not to enter data into a computer. Asking these

folks to stumble through and manage the system is a surefire way to render it useless. Instead, find

someone to make it super simple for these folks to get what they need out of the CRM. Give them an

effective CRM administrator, personal assistants and a clean, up-to-date system.

More than anything, successful CRM management is about responsibility and organization. Team roles need to

be clear and it should be easy for everyone to maintain their corner of the Salesforce platform. At the same

time, there needs to be at least one person accountable for the success of the implementation. If you have that,

you’re well on your way to a successful CRM solution.

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Additional Resources & Worksheets

17 The Essential CRM Management Toolkit

Salesforce Administrator Job Posting

Ready to hire an organized, effective, savvy Salesforce admin? You’re not alone – it’s one of the quickest

growing jobs out there in 2013. Your job posting will need to be eye-catching. Your interview should focus on

discovering whether your candidate has the potential to grow the top 10 Salesforce administrator qualities that

we identified in Step 1 above.

List of interview questions to ask a Salesforce administrator candidate

How do you currently organize your contacts? How did you create that system?

What is the largest team you’ve ever worked with? What was your role on that team?

Describe a training that you may have created and conducted.

Describe what you think our sales funnel looks like? Where are the greatest weaknesses or gaps in the pipeline?

Provide an example of how you communicate a message when the recipient does not want to hear it.

What’s your favorite mobile app? How and how often do you use it?

Have you ever used a CRM system before? How many contacts did it have?

Who do you think would be a great fit to pilot this project from our sales team?

What sorts of training and support would you provide to assist our pilot users in adoption?

Describe the longest project that you’ve managed. How many parties were involved? What were some of the

barriers to completion and how did you overcome those?

What do you see as the long-term benefits and risks of a CRM system?

_________________________

Your Salesforce administrator candidate should be all of the following:

☐ An empowered team member ☐ A logical, process-oriented thinker

☐ Someone who enjoys helping others ☐ Someone familiar with the sales process

☐ A strong communicator ☐A strategic, long-term thinker

☐ Someone with a natural curiosity about technology ☐A CRM believer

☐ Someone who grasps company culture ☐An experienced project manager

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Define Your Sales Funnel Worksheet

Answer the following questions to create your CRM-compatible sales funnel.

1. Does your sales team track people at the individual or at the company level? In Salesforce speak, this would

be “contact” v. “account.”

☐ Individual ☐ Company

2. Who does your company consider to be a “lead?” Include information about when a person becomes a lead.

___________________________________________________________________________________________

___________________________________________________________________________________________

_________________________________________________________________________

3. List the other types of people in your sales process. Do you include every day contacts in your sales funnel? If

not, do you have levels of “leads” (warm, cold, hot, for example)?

__________________________________ __________________________________

__________________________________ __________________________________

__________________________________ __________________________________

4. When does a lead turn into a real opportunity for you? Are there specific forms they should have completed,

or an initial trial period that they need to have passed through, for example? This is what will eventually turn

into your CRM “stages.”

___________________________________________________________________________________________

___________________________________________________________________________________________

_________________________________________________________________________

5. Are there any other variables or criteria for sales that are unique to your company (e.g. business size,

revenue, etc.)? If so, these need to be included as custom fields in your CRM contact database.

___________________________________________________________________________________________

___________________________________________________________________________________________

_________________________________________________________________________

1. Describing how and when people move through these 4 parts of the CRM is the best way to define your sales funnel.

19 The Essential CRM Management Toolkit

Choosing a CRM De-Duplication Method

You have a variety of options to address data duplication issues in your CRM.

1. Native CRM Functionality: Salesforce itself, like many of its counterpart CRM systems, has a basic merge

tool for some fields, which allows you to line up two records, pick which data should trump the other

and then put them together. However, it is impossible for Salesforce to spot those duplicates itself. For

leads, there is a basic search tool for dupes, but it tends to be both ineffective and unused.

2. Manual Scrubbing: Export your entire Salesforce database to a spreadsheet, find the duplicate records

manually through some ace Excel filtering, and then manually merge each duplicate using Salesforce’s

own merge tool.

3. Paid de-duplication Services: These can be easily plugged into your CRM instance, and will allow you to

filter and set parameters for duplication to be cleared on an ongoing basis.

If you go with the last option, you’ll soon notice that there are three main types of de-duplication tools out

there.

1. The first flags duplicate entries as you enter them. So, for example, as you’re entering in Mark

Zuckerberg’s email address, you’ll get popup notifications that the contact “Mark Zuckerberg” already

exists in your database. This method, used by applications such as DupeBlocker, can be very ineffective

if you’re having several different users enter data into your database. Most people are more likely to

just close the notification window instead of manually taking the de-duplication step that it indicates. It

essentially leaves your users in charge of de-duping.

2. The second type of de-duping tool is one that goes through the database automatically on a constant

basis. It becomes more like a CRM’s administrative system, always working in the background,

regardless of users engaging with it.

3. The third, and most effective type of de-duplication tool out there does both of these things

simultaneously. It’s a solid method for ensuring that the de-duplication is happening constantly and

intelligently.

Based on our own research, Prialto recommends Cloudingo for de-duplication purposes. As with all SaaS

applications, Cloudingo will always need to be powered by a real person as well. That person will need to

have excellent judgment and knowledge of the database to be able to decide which things to duplicate and

which to throw out. But Cloudingo is an excellent tool to make this a relatively painless process.

20 The Essential CRM Management Toolkit

CRM Resources

For a deeper dive into the world of CRM setup and management, refer to these online articles.

CRM Adoption

Sales is a Science, But Your Salespeople are Artists

5 Reasons Why Your Salesforce Implementation Will Fail

You Get What You Get, Or Maybe Not: Negotiating with Salesforce

6 Tips for Driving CRM Adoption

Convincing Your Team to Adopt CRM

CRM Setup & Fields

Which Edition of Salesforce Should I Get?

Keep Address Fields Out of Your CRM

Customize or Configure: Keeping Salesforce Simple

How to Efficiently Manage Action Items in your CRM

9 Simple Tactics to Optimize Your CRM

CRM Plug-ins

5 Tips to Improve Online Forms

3 Must-Have Salesforce Apps

21 The Essential CRM Management Toolkit

About Us

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