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Archive for October, 2013

System update: The Company Object

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Ever wished you could organize your contacts by company? Bang! Done.

To create a company from an existing contact, all you have to do is click on company name and confirm:

Once the company is created, click on its Timeline to view the combined activity stream from all of its contacts. To view the list of all people who belong to the company, click on Contacts tab:

The contact list now has a “Display contact type” dropdown which does just that. To add a company from scratch, click on +Company:

If you’d like to know, we are really proud of this long overdue functionality. It just radiates the elegance of a major new feature with the least possible interface changes. Go on, pat us on our geeky backs.

Written by Dmitri Eroshenko

October 29th, 2013 at 2:33 pm

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Feeling angry? Good.

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"Who peed in my apple sauce?!"

When we’re angry or stressed — not in a paralyzing, panic-stricken way, but more in that Gandhi-I’m-gonna-start-a-revolution kind of way — that’s an indicator of something good. Why? That kind of anger translates to action. And action brings results.

Yet there’s a caution. Anger-fueled passion can result in either positive change or…er…negative change. (Think “crazy postal worker.”)  What makes the difference between outcomes? The tools we have at hand. Without the right tools, we feel powerless. Armed with the right tools, we can effect positive change. (Think “Twitter-fueled student uprisings.”)

It’s funny, but this kind of anger-turned-into-a-positive is why you’re able to use Relenta (and a host of useful Internet services). We had a CRM problem, so we fixed it with Relenta.

So what we wish for those of you today who are facing some maddening situation: the chutzpah to stand up to it, the know-how to tame it, and the satisfaction of knowing you’ve done what you could.

Here’s to a productive Monday!

Written by Brent Miller

October 28th, 2013 at 9:21 am

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Are you ready? Customer Service Week 2013

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We’re ready to party! It’s Customer Service Week 2013. At Relenta, this is our favorite week of the year. Seriously! From now on, that is.

Why? For us, customer service is just one big slice from the pie that is customer happiness. (And we love pie.) Jeff Bezos put it best:

Internally, customer service is a component of customer experience. Customer experience includes having the lowest price, having the fastest delivery, having it reliable enough so that you don’t need to contact [anyone]. Then you save customer service for those truly unusual situations. You know, I got my book and it’s missing pages 47 through 58.

You talkin' to me?!

When customer service is reserved for the truly unusual, good things happen. Here’s an example from Lands’ End, the grandpa of Customer Happiness brands.

Their policy? “If you’re not satisfied with any item, simply return it to us at any time for an exchange or refund of its purchase price. Guaranteed. Period.”

So in 1984, the wife of an avid car collector purchased a $19,000 vintage taxi featured on the cover of their holiday catalog. In 2005, the couple returned it. The refund? $19,000. No questions asked. Imagine the couple’s smiles when they received the check.

What meaning do you give it? When duty calls, do you go above and beyond to make your customers happy? Or has customer service become merely a duty?

If it has, then this is your week to turn things around.

Have a productive week!

Written by Dmitri Eroshenko

October 8th, 2013 at 3:14 am

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