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Our new company name represents our effort to solve the industry's current challenges with cumbersome technology and to arm people with the tools they need to foster relationships and grow their business.&quot;</span></blockquote>\r\nCopper has been a go-to CRM launch partner with Google since 2014 with its Chrome extension. Over the years, the Copper integration within Google has given users the ability to access critical CRM data directly through Gmail, Hangouts, Data Studio and more. Copper's rapid growth, doubling in employee size and revenue since 2014, is attributed to a new vision for CRM where work happens directly from employees' inboxes. 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The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png","alias":"crm-customer-relationship-management"}},"branches":"Information Technology","companyUrl":"https://www.copper.com","countryCodes":[],"certifications":[],"isSeller":true,"isSupplier":true,"isVendor":true,"presenterCodeLng":"","seo":{"title":"Copper","keywords":"Copper, that, with, more, Google, 2014, vision, industry","description":"Copper is catering to the modern workforce that demands automated, easy-to-use and design-first tools so that they can focus more on fostering relationships instead of manual data entry like the legacy CRM systems of the past.\r\n<blockquote><span style=\"font-st","og:title":"Copper","og:description":"Copper is catering to the modern workforce that demands automated, easy-to-use and design-first tools so that they can focus more on fostering relationships instead of manual data entry like the legacy CRM systems of the past.\r\n<blockquote><span style=\"font-st","og:image":"https://old.roi4cio.com/uploads/roi/company/copper_crm.jpg"},"eventUrl":"","vendorPartners":[],"supplierPartners":[],"vendoredProducts":[{"id":1727,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/copper_crm.jpg","logo":true,"scheme":false,"title":"Copper","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"copper","companyTitle":"Copper","companyTypes":["supplier","vendor"],"companyId":4364,"companyAlias":"copper","description":"<span style=\"font-weight: bold;\">One central system</span>\r\nCopper is the crm for Google that organizes files, emails and activities across your teams and departments. Finally, all your customer moments in one place so you can work deals and relationships with the full picture and context.\r\n<span style=\"font-weight: bold;\">Sell from your Inbox</span>\r\nAs the recommended Google apps crm, Copper’s native G Suite integration allows you to nurture leads and close deals from Gmail. Plus, Copper looks and feels exactly like G Suite apps so there’s no coaching or training needed for full team adoption.\r\n<span style=\"font-weight: bold;\">Zero data entry</span>\r\nCopper is the crm for Google that scrapes and captures all of your contacts, emails and other crucial account details so everything’s automatically there and ready for you to start selling.\r\n<span style=\"font-weight: bold;\">Automated workflows</span>\r\nCopper streamlines your selling processes and best practices with workflow automation. Every seller gets personal notifications so they can move deals forward, faster with the recommended Google apps crm.\r\n<span style=\"font-weight: bold;\">Insights from lead to close</span>\r\nCopper automatically captures all of your data so you get reports you can trust and act on. With advanced reporting, dashboards, leaderboards and customizable pipelines you will have the real-time analytics and insights to help you close more and make smarter decisions.\r\n<span style=\"font-weight: bold;\">Work instantly</span>\r\nImplementing Copper is so fast and easy, you’re up and running in minutes. All data is automatically populated from Gmail, and it’s easy to configure from there. No more wasted budget on the endless customizations. Copper, the recommended Google crm works instantly.\r\n<span style=\"font-weight: bold;\">Integrate with any tool:</span> Copper – the crm software for Google apps also integrates seamlessly with your favorite apps to automatically capture every detail and help you close deals faster.","shortDescription":"Copper is a new kind of productivity crm that's designed to do all your busywork, so you can focus on building long-lasting business relationships.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":19,"sellingCount":20,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Copper","keywords":"","description":"<span style=\"font-weight: bold;\">One central system</span>\r\nCopper is the crm for Google that organizes files, emails and activities across your teams and departments. Finally, all your customer moments in one place so you can work deals and relationships with","og:title":"Copper","og:description":"<span style=\"font-weight: bold;\">One central system</span>\r\nCopper is the crm for Google that organizes files, emails and activities across your teams and departments. Finally, all your customer moments in one place so you can work deals and relationships with","og:image":"https://old.roi4cio.com/fileadmin/user_upload/copper_crm.jpg"},"eventUrl":"","translationId":1728,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":341,"title":"Customer Service","alias":"customer-service","description":" Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.\r\nCustomer service is an important part of maintaining ongoing client relationships, which is key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels.\r\nMost successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.\r\nWhen problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.\r\nIdeally, customer service should be a one-stop endeavor for the consumer. For example, if a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is fully resolved.\r\nThis may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department. Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move.","materialsDescription":" What are customer service standards?\r\nCustomer service standards are an internal corporate set of rules governing the company's customer service activities, an algorithm for communicating with customers, and general standards for responding to unusual situations. The standard of customer service is an integral part of the corporate standard of the company.\r\nFunctions of customer service standards:\r\n<ol><li>To order. The client does not encounter problems, does not see them, which means that he is confident that all the staff without exception are professionals who know their business.</li><li>To control. It is difficult to assess and monitor the work of each manager if there are no clear criteria for evaluation. At the same time, the implementation of the sales plan cannot be the only parameter of the assessment; you need to know whether the manager of customer service standards adopted in this company adheres.</li><li>To adapt. Among other things, the availability of customer service standards simplifies the procedure.</li></ol>\r\nCustomer service standards are effective if the customer does not see the difference between the work of two (or more) managers, and sees only “proprietary” service, always the same, regardless of any external factors or circumstances. The customer service standard, which has been tested in practice, backed up by experience (perhaps even someone else's), created on the basis of analytical studies and recognized methods, can be called &quot;gold&quot;. It allows you to increase profits, improve the image of the company, attract new customers.\r\nCustomer service standards are an important part of the company's brand. But, in addition, the standards are necessary and other units, in particular, the department to work with staff. Therefore, their development must take into account the needs of all interested services of the company.\r\n<span style=\"font-weight: bold; \">What is the purpose of introducing customer service standards in the company?</span>\r\nThe objectives of implementing the standards are as follows:\r\n<ul><li>For employees with experience: minimize the number of erroneous and unnecessary actions. The result of this will be saving time of each employee (no errors - no need to spend time correcting them). And, as a result, increased productivity.</li><li>For novice employees: customer service standards allow you to transfer the necessary knowledge in the most concise manner and in a short time.</li><li>For the company: the abolition of dependence on the old-timers. Not all employees who have worked in the company for many years (or even since the day of foundation) are able to resist the so-called star disease. Having knowledge and experience, a person loses the ability to objectively evaluate his work, he begins to think that he is the best manager in the company. It can end very badly - in the event of dismissal, such an employee will take the base, and turn clients against the company. Standards for customer service are needed to ensure that all employees can be assessed on a single scale, based on the actual benefits they bring to the company, as well as the attitude of the employee to the company.</li><li>For the company: the uniformity of control activities of managers. Standards are unequivocal, exclude double interpretations, and therefore cannot cause controversy about the rightness of an employee or employer.</li><li>For managers: the standards of uniform customer service are the same for all managers, and this makes it possible to make the pay of each manager absolutely transparent and intelligible. Realizing that there will be no double interpretations, the manager may not be afraid that he will be paid less than expected - all his mistakes and achievements are immediately visible and understandable.</li></ul>\r\n<span style=\"font-weight: bold; \">The application of service standards allows you:</span>\r\n<ul><li>to develop a company style in dealing with clients;</li><li>to increase the effectiveness of the work of managers with new customers;</li><li>to bring the quality of communication with customers to a higher level;</li><li>to create a positive opinion of the company about the company, so that it can be recommended to its acquaintances, thus increasing the number of potential and then real customers;</li><li>to minimize conflicts between the manager and the customer;</li><li>to develop a technology for training newcomers;</li><li>to transfer the assessment of the work of the manager from the subjective to the objective, transparent and understandable to everyone;</li><li>to establish a procedure for controlling the work of personnel;</li><li>to increase the motivation of managers to work.</li></ul>\r\n<span style=\"font-weight: bold;\">Benefits of applying service standards</span>\r\n<ul><li>The accumulation of experience: the entire base focuses on the company, and not on the hands of managers, &quot;old-timers.&quot; Thus, the departure of one or several “old” employees does not become a “natural disaster” for the company.</li><li>Motivation, analysis and control: customer service standards make it possible to develop a transparent scheme of managers' motivation based on a clear, almost mathematical analysis of their work. The sales process is optimized.</li><li>Setting goals. With the help of standards, the company has the ability to set clear, reasonable plans. This allows you to keep the atmosphere in the team friendly and stable, and the lack of &quot;muffled&quot; tasks - to increase the loyalty of managers to the company.</li><li>Standards of customer service is a fairly mobile system that allows you to immediately detect errors in working with clients and quickly eliminate them. In addition, at any stage of working with a client, the head of the sales department can intervene in the process, noticing an error in the work of the manager, and even be proactive in order to prevent an error to which the manager is heading.</li><li>Quick and easy start for beginners. Customer service standards are actually a knowledge base, collected, analyzed, and streamlined. Such information is easily transmitted and assimilated by beginners, which means that the beginner quickly gets to work and starts to make a profit. In addition, a newbie will not spoil relations with a client by awkward actions, since he already knows what to do in any conflict and problem situations.</li><li>Customer confidence. Customer service standards allow the latter to feel confident in the company - no matter where the customer is, he will always easily recognize “his” company by brand features and can be absolutely sure that in a small town they will be served as qualitatively as in a million-plus city, because that the company is well aware of their work. So, such a company can be trusted.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Customer_Service.png"},{"id":337,"title":"Sales","alias":"sales","description":" Sales are activities related to selling or the number of goods or services sold in a given targeted time period.\r\nThe seller, or the provider of the goods or services, completes a sale in response to an acquisition, appropriation, requisition, or a direct interaction with the buyer at the point of sale. There is a passing of title (property or ownership) of the item, and the settlement of a price, in which agreement is reached on a price for which transfer of ownership of the item will occur. The seller, not the purchaser, typically executes the sale and it may be completed prior to the obligation of payment. In the case of indirect interaction, a person who sells goods or service on behalf of the owner is known as a salesman or saleswoman or salesperson, but this often refers to someone selling goods in a store/shop, in which case other terms are also common, including salesclerk, shop assistant, and retail clerk.\r\nIn common law countries, sales are governed generally by the common law and commercial codes. In the United States, the laws governing sales of goods are somewhat uniform to the extent that most jurisdictions have adopted Article 2 of the Uniform Commercial Code, albeit with some non-uniform variations.\r\nA person or organization expressing an interest in acquiring the offered item of value is referred to as a potential buyer, prospective customer, or prospect. Buying and selling are understood to be two sides of the same &quot;coin&quot; or transaction. Both seller and buyer engage in a process of negotiation to consummate the exchange of values. The exchange, or selling, process has implied rules and identifiable stages. It is implied that the selling process will proceed fairly and ethically so that the parties end up nearly equally rewarded. The stages of selling, and buying, involve getting acquainted, assessing each party's need for the other's item of value, and determining if the values to be exchanged are equivalent or nearly so, or, in buyer's terms, &quot;worth the price&quot;. Sometimes, sellers have to use their own experiences when selling products with appropriate discounts.\r\nAlthough the skills required are different, from a management viewpoint, sales is a part of marketing. Sales often form a separate grouping in a corporate structure, employing separate specialist operatives known as salespersons (singular: salesperson). Selling is considered by many to be a sort of persuading &quot;art&quot;. Contrary to popular belief, the methodological approach of selling refers to a systematic process of repetitive and measurable milestones, by which a salesman relates his or her offering of a product or service in return enabling the buyer to achieve their goal in an economic way.","materialsDescription":" <span style=\"font-weight: bold;\">What's the Difference Between Sales and Marketing?</span>\r\nSales and Marketing: two terms we often hear together when working with mid-size companies. In some ways, this is logical because the two need to work together. But in fact, Sales and Marketing are two very different functions and require very different skills.\r\nBusiness leaders know what Operations are; they make stuff. They know what Accounting is; they record and control the money. And they know what Sales do; they sell stuff. So if you are not making stuff, selling stuff, or recording the money—what is marketing and why do you need it?\r\nWhat's the difference between Sales and Marketing? To answer this question, let's define what Sales and Marketing are separately and how they support one another.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">What is Marketing? Aligning with Customers, Now and for the Future</span></span>\r\nA key job of Marketing is to understand the marketplace from the perspective of the customer looking back towards the company and helping lead the company where it should be in the future. Marketing’s job is to direct the organization toward the segments, or groups of customers and channels where the company can profitably compete. It should help the organization see how it needs to modify its product offerings, pricing, and communication so that it meets the needs of the distribution channel or end customers.\r\nMarketing also needs to convert the market understanding into tools and tactics to attract the market, build (often digital) relationships, and develop leads. Without Sales, Marketing efforts run short. Marketing directs Sales as to where they should be hunting and what ammo to use. Note, however, that if Marketing becomes a sales support function focused only on the now, the future can become lost.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Without Marketing, Sales Suffers</span></span>\r\nNot even the best hunter can bring home dinner if they are shooting blanks at decoys. Markets are constantly changing. The job of marketing is to stay ahead of the changes and help the hunters see where they should be hunting and provide them with the right ammunition. If Marketing is only focused on delivering the ammunition for today, nobody will see where the industry is moving or where the company needs to hunt next. This limits growth not only for Sales and Marketing but also for your entire organization.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Can You be Both Sales and Marketing?</span></span>\r\nIn all my years, working for companies that ranged from Fortune 100 to mid-size companies I have never met anyone who was really good at both sales and marketing. I have held the title of VP of Sales and Marketing, managing a 500 person sales and merchandising force. I was really a marketing person with sales authority. The skills required to focus on the now and the push of sales are different. In many ways, they are contrary to the skills of looking to the future and the customer perspective of marketing.\r\nEvery Sales organization feels they have a good understanding of their customers. But every Sales conversation with a customer has a sales transaction lurking in the background. Therefore, customers can never be completely open about their needs and want when talking to a sales person.\r\nFor a company to really grow, someone must have the job of looking out the window towards where the company needs to go in the future. For many companies, this is the job of the CEO and Sales hires someone to do some sales support and gives them a marketing title. But as companies grow, the job of CEO starts to become a full-time job in itself and the strategic role of Marketing gets short-changed. A study of mid-size companies by the University of Texas showed that companies that separated the roles of Marketing and Sales were much more likely to grow faster than the industry average.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Sales and Marketing: Today and the Future</span></span>\r\nSales need to be focused on the now. You can’t run a company unless your sales team is focused on bringing in today’s business. But you can’t really ask your Sales leaders where the company should go next and to develop the 18-month plan to get there without losing focus on today’s revenue. Besides, if your sales executive was really good at developing future-focused business strategies and tying that strategy to the plans and tools of marketing to make it happen, they would be a marketing person and not a now-focused sales person.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Sales.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"suppliedProducts":[{"id":1727,"logoURL":"https://old.roi4cio.com/fileadmin/user_upload/copper_crm.jpg","logo":true,"scheme":false,"title":"Copper","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"copper","companyTitle":"Copper","companyTypes":["supplier","vendor"],"companyId":4364,"companyAlias":"copper","description":"<span style=\"font-weight: bold;\">One central system</span>\r\nCopper is the crm for Google that organizes files, emails and activities across your teams and departments. Finally, all your customer moments in one place so you can work deals and relationships with the full picture and context.\r\n<span style=\"font-weight: bold;\">Sell from your Inbox</span>\r\nAs the recommended Google apps crm, Copper’s native G Suite integration allows you to nurture leads and close deals from Gmail. Plus, Copper looks and feels exactly like G Suite apps so there’s no coaching or training needed for full team adoption.\r\n<span style=\"font-weight: bold;\">Zero data entry</span>\r\nCopper is the crm for Google that scrapes and captures all of your contacts, emails and other crucial account details so everything’s automatically there and ready for you to start selling.\r\n<span style=\"font-weight: bold;\">Automated workflows</span>\r\nCopper streamlines your selling processes and best practices with workflow automation. Every seller gets personal notifications so they can move deals forward, faster with the recommended Google apps crm.\r\n<span style=\"font-weight: bold;\">Insights from lead to close</span>\r\nCopper automatically captures all of your data so you get reports you can trust and act on. With advanced reporting, dashboards, leaderboards and customizable pipelines you will have the real-time analytics and insights to help you close more and make smarter decisions.\r\n<span style=\"font-weight: bold;\">Work instantly</span>\r\nImplementing Copper is so fast and easy, you’re up and running in minutes. All data is automatically populated from Gmail, and it’s easy to configure from there. No more wasted budget on the endless customizations. Copper, the recommended Google crm works instantly.\r\n<span style=\"font-weight: bold;\">Integrate with any tool:</span> Copper – the crm software for Google apps also integrates seamlessly with your favorite apps to automatically capture every detail and help you close deals faster.","shortDescription":"Copper is a new kind of productivity crm that's designed to do all your busywork, so you can focus on building long-lasting business relationships.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":19,"sellingCount":20,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Copper","keywords":"","description":"<span style=\"font-weight: bold;\">One central system</span>\r\nCopper is the crm for Google that organizes files, emails and activities across your teams and departments. Finally, all your customer moments in one place so you can work deals and relationships with","og:title":"Copper","og:description":"<span style=\"font-weight: bold;\">One central system</span>\r\nCopper is the crm for Google that organizes files, emails and activities across your teams and departments. Finally, all your customer moments in one place so you can work deals and relationships with","og:image":"https://old.roi4cio.com/fileadmin/user_upload/copper_crm.jpg"},"eventUrl":"","translationId":1728,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":341,"title":"Customer Service","alias":"customer-service","description":" Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.\r\nCustomer service is an important part of maintaining ongoing client relationships, which is key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels.\r\nMost successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.\r\nWhen problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.\r\nIdeally, customer service should be a one-stop endeavor for the consumer. For example, if a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is fully resolved.\r\nThis may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department. Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move.","materialsDescription":" What are customer service standards?\r\nCustomer service standards are an internal corporate set of rules governing the company's customer service activities, an algorithm for communicating with customers, and general standards for responding to unusual situations. The standard of customer service is an integral part of the corporate standard of the company.\r\nFunctions of customer service standards:\r\n<ol><li>To order. The client does not encounter problems, does not see them, which means that he is confident that all the staff without exception are professionals who know their business.</li><li>To control. It is difficult to assess and monitor the work of each manager if there are no clear criteria for evaluation. At the same time, the implementation of the sales plan cannot be the only parameter of the assessment; you need to know whether the manager of customer service standards adopted in this company adheres.</li><li>To adapt. Among other things, the availability of customer service standards simplifies the procedure.</li></ol>\r\nCustomer service standards are effective if the customer does not see the difference between the work of two (or more) managers, and sees only “proprietary” service, always the same, regardless of any external factors or circumstances. The customer service standard, which has been tested in practice, backed up by experience (perhaps even someone else's), created on the basis of analytical studies and recognized methods, can be called &quot;gold&quot;. It allows you to increase profits, improve the image of the company, attract new customers.\r\nCustomer service standards are an important part of the company's brand. But, in addition, the standards are necessary and other units, in particular, the department to work with staff. Therefore, their development must take into account the needs of all interested services of the company.\r\n<span style=\"font-weight: bold; \">What is the purpose of introducing customer service standards in the company?</span>\r\nThe objectives of implementing the standards are as follows:\r\n<ul><li>For employees with experience: minimize the number of erroneous and unnecessary actions. The result of this will be saving time of each employee (no errors - no need to spend time correcting them). And, as a result, increased productivity.</li><li>For novice employees: customer service standards allow you to transfer the necessary knowledge in the most concise manner and in a short time.</li><li>For the company: the abolition of dependence on the old-timers. Not all employees who have worked in the company for many years (or even since the day of foundation) are able to resist the so-called star disease. Having knowledge and experience, a person loses the ability to objectively evaluate his work, he begins to think that he is the best manager in the company. It can end very badly - in the event of dismissal, such an employee will take the base, and turn clients against the company. Standards for customer service are needed to ensure that all employees can be assessed on a single scale, based on the actual benefits they bring to the company, as well as the attitude of the employee to the company.</li><li>For the company: the uniformity of control activities of managers. Standards are unequivocal, exclude double interpretations, and therefore cannot cause controversy about the rightness of an employee or employer.</li><li>For managers: the standards of uniform customer service are the same for all managers, and this makes it possible to make the pay of each manager absolutely transparent and intelligible. Realizing that there will be no double interpretations, the manager may not be afraid that he will be paid less than expected - all his mistakes and achievements are immediately visible and understandable.</li></ul>\r\n<span style=\"font-weight: bold; \">The application of service standards allows you:</span>\r\n<ul><li>to develop a company style in dealing with clients;</li><li>to increase the effectiveness of the work of managers with new customers;</li><li>to bring the quality of communication with customers to a higher level;</li><li>to create a positive opinion of the company about the company, so that it can be recommended to its acquaintances, thus increasing the number of potential and then real customers;</li><li>to minimize conflicts between the manager and the customer;</li><li>to develop a technology for training newcomers;</li><li>to transfer the assessment of the work of the manager from the subjective to the objective, transparent and understandable to everyone;</li><li>to establish a procedure for controlling the work of personnel;</li><li>to increase the motivation of managers to work.</li></ul>\r\n<span style=\"font-weight: bold;\">Benefits of applying service standards</span>\r\n<ul><li>The accumulation of experience: the entire base focuses on the company, and not on the hands of managers, &quot;old-timers.&quot; Thus, the departure of one or several “old” employees does not become a “natural disaster” for the company.</li><li>Motivation, analysis and control: customer service standards make it possible to develop a transparent scheme of managers' motivation based on a clear, almost mathematical analysis of their work. The sales process is optimized.</li><li>Setting goals. With the help of standards, the company has the ability to set clear, reasonable plans. This allows you to keep the atmosphere in the team friendly and stable, and the lack of &quot;muffled&quot; tasks - to increase the loyalty of managers to the company.</li><li>Standards of customer service is a fairly mobile system that allows you to immediately detect errors in working with clients and quickly eliminate them. In addition, at any stage of working with a client, the head of the sales department can intervene in the process, noticing an error in the work of the manager, and even be proactive in order to prevent an error to which the manager is heading.</li><li>Quick and easy start for beginners. Customer service standards are actually a knowledge base, collected, analyzed, and streamlined. Such information is easily transmitted and assimilated by beginners, which means that the beginner quickly gets to work and starts to make a profit. In addition, a newbie will not spoil relations with a client by awkward actions, since he already knows what to do in any conflict and problem situations.</li><li>Customer confidence. Customer service standards allow the latter to feel confident in the company - no matter where the customer is, he will always easily recognize “his” company by brand features and can be absolutely sure that in a small town they will be served as qualitatively as in a million-plus city, because that the company is well aware of their work. So, such a company can be trusted.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Customer_Service.png"},{"id":337,"title":"Sales","alias":"sales","description":" Sales are activities related to selling or the number of goods or services sold in a given targeted time period.\r\nThe seller, or the provider of the goods or services, completes a sale in response to an acquisition, appropriation, requisition, or a direct interaction with the buyer at the point of sale. There is a passing of title (property or ownership) of the item, and the settlement of a price, in which agreement is reached on a price for which transfer of ownership of the item will occur. The seller, not the purchaser, typically executes the sale and it may be completed prior to the obligation of payment. In the case of indirect interaction, a person who sells goods or service on behalf of the owner is known as a salesman or saleswoman or salesperson, but this often refers to someone selling goods in a store/shop, in which case other terms are also common, including salesclerk, shop assistant, and retail clerk.\r\nIn common law countries, sales are governed generally by the common law and commercial codes. In the United States, the laws governing sales of goods are somewhat uniform to the extent that most jurisdictions have adopted Article 2 of the Uniform Commercial Code, albeit with some non-uniform variations.\r\nA person or organization expressing an interest in acquiring the offered item of value is referred to as a potential buyer, prospective customer, or prospect. Buying and selling are understood to be two sides of the same &quot;coin&quot; or transaction. Both seller and buyer engage in a process of negotiation to consummate the exchange of values. The exchange, or selling, process has implied rules and identifiable stages. It is implied that the selling process will proceed fairly and ethically so that the parties end up nearly equally rewarded. The stages of selling, and buying, involve getting acquainted, assessing each party's need for the other's item of value, and determining if the values to be exchanged are equivalent or nearly so, or, in buyer's terms, &quot;worth the price&quot;. Sometimes, sellers have to use their own experiences when selling products with appropriate discounts.\r\nAlthough the skills required are different, from a management viewpoint, sales is a part of marketing. Sales often form a separate grouping in a corporate structure, employing separate specialist operatives known as salespersons (singular: salesperson). Selling is considered by many to be a sort of persuading &quot;art&quot;. Contrary to popular belief, the methodological approach of selling refers to a systematic process of repetitive and measurable milestones, by which a salesman relates his or her offering of a product or service in return enabling the buyer to achieve their goal in an economic way.","materialsDescription":" <span style=\"font-weight: bold;\">What's the Difference Between Sales and Marketing?</span>\r\nSales and Marketing: two terms we often hear together when working with mid-size companies. In some ways, this is logical because the two need to work together. But in fact, Sales and Marketing are two very different functions and require very different skills.\r\nBusiness leaders know what Operations are; they make stuff. They know what Accounting is; they record and control the money. And they know what Sales do; they sell stuff. So if you are not making stuff, selling stuff, or recording the money—what is marketing and why do you need it?\r\nWhat's the difference between Sales and Marketing? To answer this question, let's define what Sales and Marketing are separately and how they support one another.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">What is Marketing? Aligning with Customers, Now and for the Future</span></span>\r\nA key job of Marketing is to understand the marketplace from the perspective of the customer looking back towards the company and helping lead the company where it should be in the future. Marketing’s job is to direct the organization toward the segments, or groups of customers and channels where the company can profitably compete. It should help the organization see how it needs to modify its product offerings, pricing, and communication so that it meets the needs of the distribution channel or end customers.\r\nMarketing also needs to convert the market understanding into tools and tactics to attract the market, build (often digital) relationships, and develop leads. Without Sales, Marketing efforts run short. Marketing directs Sales as to where they should be hunting and what ammo to use. Note, however, that if Marketing becomes a sales support function focused only on the now, the future can become lost.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Without Marketing, Sales Suffers</span></span>\r\nNot even the best hunter can bring home dinner if they are shooting blanks at decoys. Markets are constantly changing. The job of marketing is to stay ahead of the changes and help the hunters see where they should be hunting and provide them with the right ammunition. If Marketing is only focused on delivering the ammunition for today, nobody will see where the industry is moving or where the company needs to hunt next. This limits growth not only for Sales and Marketing but also for your entire organization.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Can You be Both Sales and Marketing?</span></span>\r\nIn all my years, working for companies that ranged from Fortune 100 to mid-size companies I have never met anyone who was really good at both sales and marketing. I have held the title of VP of Sales and Marketing, managing a 500 person sales and merchandising force. I was really a marketing person with sales authority. The skills required to focus on the now and the push of sales are different. In many ways, they are contrary to the skills of looking to the future and the customer perspective of marketing.\r\nEvery Sales organization feels they have a good understanding of their customers. But every Sales conversation with a customer has a sales transaction lurking in the background. Therefore, customers can never be completely open about their needs and want when talking to a sales person.\r\nFor a company to really grow, someone must have the job of looking out the window towards where the company needs to go in the future. For many companies, this is the job of the CEO and Sales hires someone to do some sales support and gives them a marketing title. But as companies grow, the job of CEO starts to become a full-time job in itself and the strategic role of Marketing gets short-changed. A study of mid-size companies by the University of Texas showed that companies that separated the roles of Marketing and Sales were much more likely to grow faster than the industry average.\r\n<span style=\"font-style: italic;\"><span style=\"font-weight: bold;\">Sales and Marketing: Today and the Future</span></span>\r\nSales need to be focused on the now. You can’t run a company unless your sales team is focused on bringing in today’s business. But you can’t really ask your Sales leaders where the company should go next and to develop the 18-month plan to get there without losing focus on today’s revenue. Besides, if your sales executive was really good at developing future-focused business strategies and tying that strategy to the plans and tools of marketing to make it happen, they would be a marketing person and not a now-focused sales person.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Sales.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"partnershipProgramme":null}},"aliases":{},"links":{},"meta":{},"loading":false,"error":null},"implementations":{"implementationsByAlias":{},"aliases":{},"links":{},"meta":{},"loading":false,"error":null},"agreements":{"agreementById":{},"ids":{},"links":{},"meta":{},"loading":false,"error":null},"comparison":{"loading":false,"error":false,"templatesById":{},"comparisonByTemplateId":{},"products":[],"selectedTemplateId":null},"presentation":{"type":null,"company":{},"products":[],"partners":[],"formData":{},"dataLoading":false,"dataError":false,"loading":false,"error":false},"catalogsGlobal":{"subMenuItemTitle":""}}