If you’re new to GoldMine or an old-time user like me, there’s always something new to learn.  This situation was brought to us by a customer recently and they needed a solution.  It’s a common practice in many businesses to offer an incentive for referrals from customers.  Have you come up with a good way to track them?  We have!

Here’s the scenario.  Your customer calls and says they have someone in mind who they think would be interested in your product or service.  You would like to send that customer a letter thanking them for the referral and letting them know there will be a gift sent to them if the referred prospect actually closes.  You then need to track the referral and when it closes, send the gift with a cover letter.

Following these steps, we can record the referral in Goldmine and update it:

1. Go to the Customer record that gave you the referral.
2. Click on the Referral tab to bring that tab into focus.
3. Right click in the body of the tab and choose New
4. The Contact Search center appears.  Use this box to search for the referred Prospect and click Select.
5. The Referral Link tab is exposed.  Type in a value in both Reference fields or select from the drop down list provided describing what the referral was for.  Also, use the notes for any additional information.
6. On this same screen, there are 2 other tabs located across the top.  Click on the Status tab to expose it.  Here Goldmine gives you the ability to track the progress of the referral by clicking the box indicating where they are in the referral process as determined by your best practices.
7. Click OK to record the Referral.  It will look like this in GoldMine’s Referral Tab.

From this point, the end user will right click and edit the referral and use the value chosen in the Status tab to indicate where they are in the sales process.  When the sale is completed, the box for ‘Done’ is checked in the Status tab and the gift is sent.

That’s all well and good you say. But how do I get to that data so I can send the letter, follow the progress and update them so the next letter can print when it does close?  We have designed a Crystal Report to track the progress based on the date the referral was input into GoldMine.  Here’s a sample:

In this report, the grid at the right indicates where they are in the referral process.  The next Crystal Report also uses a date range to select which letters to print based on the date the Referral was input.  Also, you’ll notice the letter is personally addressed with the Dear field used in the salutation.  Further in, the referred Prospect’s company name is in the first paragraph. 

The final letter is similarly laid out, but the selection depends on the ‘Done’ value being checked and the data range keys off of the Last Updated date of the Referral.

 I hope that gives you a glimpse of some of the powerful, behind-the-scenes ways of using the GoldMine you’ve been using all along.  If you’re not sure it can be done, give us a call and ask how we would solve your problem!

It is seemingly inevitable with computers that when things can go wrong, they will go wrong.  It is also seemingly inevitable that this will happen at the worst possible moment.  You’ve been trying to get that important quote sent out to your customer or you’ve won an all-expenses paid trip to Mars and you haven’t received the driving directions the travel agency is saying they sent you. 

Regardless of which situation you find yourself in, it is possible that your E-mail has stopped working, but how can you tell what is wrong?  Let’s look at some possible causes when using GoldMine as your E-mail client.  The latest versions of GoldMine support something called IMAP, but the majority of us still use GoldMine as a POP E-mail client so we’ll focus on this.

Typical POP E-mail clients support two protocols – POP and SMTP.  The POP protocol is used for retrieving E-mail and SMTP is used for sending E-mail.  If GoldMine has stopped retrieving E-mail, the first thing you need to check is whether or not you can connect to the POP server that holds your E-mail account.  One way to do this is to click the “Online” folder in GoldMine’s E-mail center and watch the middle bar between the E-mail list window and the preview window.  If GoldMine cannot connect to your POP server, you will see an error message in this bar.  If it does connect you will see it requesting message sizes and, if you have E-mails waiting to be picked up, you will see it counting and see E-mails in the listing window.  If it returns back to idle without displaying any E-mails you do not have messages waiting to be retrieved.

If you see an error message, the cause is generally one of three things or a combination.  One of the three is that GoldMine cannot connect to your E-mail server because the authentication information you have entered in your E-Mail options is incorrect.  Second, you could be using the wrong POP server name and, lastly, you could be using an incorrect port.  The default POP port is 110, but some providers will require the use of an alternate.  In all cases you need to verify with your E-mail administrator or Internet Service Provider that you are using the correct POP server name, the correct username/password for your E-mail account and the correct port.  (Perhaps they changed settings on the server but you have not updated your GoldMine Internet preferences.)

Sending E-mail uses the SMTP protocol.  GoldMine will almost always pop up an error message if there is a problem sending an E-mail, rather than you having to look some place special to monitor the process.  Many of the things that hamper the retrieval of E-mail can apply to the sending of E-mail.  Things to check would be the correct SMTP server name and the correct username/password if your E-mail administrator or Internet Service Provider requires you to authenticate to send E-mail.  Many now do.  SMTP also uses a specific port (25 by default).  You may need to change to a different SMTP port depending on your provider’s requirements.

The last common SMTP problem is not using an encrypted connection (SSL) when it is required by your provider.  Some providers and E-mail administrators are now requiring the use of SSL connections.  The latest versions of GoldMine support SSL connections and this should be used if your provider supports it. Older versions of GoldMine do not support SSL, however there is a program called STUNNEL which can be used to enable an SSL connection.

“If you can’t measure it, you can’t manage it.”  And there is probably nothing worth measuring and managing more than the quality of your GoldMine database.  The trouble is figuring out where to start and how to get a worthwhile read on the quality of your GoldMine database.  First Direct has done this work to get you started; we have developed a series of queries based on our years of experience and best practices to help you and your organization ensure that you are using your GoldMine database efficiently and effectively.

Three reasons for assessing and benchmarking:

1. Set Goals and Action Programs. Know where you are, and know where you’re going. Benchmark ratios are inherently measurable and comparable, which makes them ideally suited for management-by-objective incentive programs. They help you focus your attention on the most controllable aspects of your business. Success and failure can be clearly evaluated.
2. Monitor Performance. Keep your eye on the ball. Benchmark ratios provide an objective standard by which to measure performance. By tracking key measurements at regular intervals, busy executives can pay closer attention to those key factors that affect a company’s performance. Follow the numbers, and the numbers will set you free.
3. Share the Results. Tell the world about your great results. Benchmark ratios enable your current and future stakeholders to objectively evaluate your company’s condition.  Many times, Senior Management will see nothing in CRM but a cost center.  So you can provide information that equates into sales, you are justifying the cost of ownership of GoldMine

Assessing your database can be revealing: 

Are you missing essential contact information? Are you reaching all the possible influencers and decision makers in your database?  Do you lack details that are needed for reports? Can someone significantly undermine your Goldmine database because of security holes in your user profiles? Are your leads being overlooked? 

First Direct has developed a GoldMine Database Scorecard - Assessment and Benchmarking Process that we use internally to review of our most important data.  We have learned that through this reporting, we are getting better data input as users are more attentive to the information they are putting into the GoldMine database. 

Special Offer – GoldMine Database Scorecard!!

If you would be interested in finding out more regarding how Assessing and Benchmarking works for First Direct and how it could be used to measure your GoldMine database, please contact us.  Ask about our special offer on our exclusive GoldMine Database Scorecard.   Email us at info@1stdirect.com and put “GoldMine Database Scorecard request” in the subject of the reply.

Knowledge is power – the problem is who can remember it all?  That’s why it’s more important today that you have an effective and efficient way of storing and accessing information.  One the key roles of the marketing department is to supply the sales people with key product information such as sales sheets, product requirements, frequently asked questions, scripts, etc.  Since information changes on an ongoing basis it is helpful for everyone to have a common place to access the latest documentation. 

Fortunately, GoldMine has a fantastic tool that is highly under used to help you in this area.  It’s called the “Knowledge Base” or the “Info Center.”  The Knowledgebase can be launched/opened from the Navigation Panes in the left nav area or from the “Go To” menu in GoldMine Premium and the  “View” menu in the classic GoldMine menu found in older versions of GoldMine.  

The Knowledgebase has a relatively intuitive tree structure consisting of books, folders and pages.  There is both a shared section as well as a Personal section for each user.  Books, folders, and pages offer properties that allow Master Rights users to control access from a read and write perspective. 

The content related to any folder or page can be viewed in the Knowledgebase native window as well as stored in linked files that are “attached” to any entry.  The native content window, which is selected from in the left navigation of the Knowledgebase, supports rich text and HTML, and offers simple editing features. 

There is a handy “search” tool that gives users a fast and easy means to find content based on topic name, key words, topic text, and even the name of a linked file.  Plus there are a few lesser known features available such as:

• Link a topic to a record in GoldMine – imagine linking a folder about a vendor to the vendor’s GoldMine Record
• Email topic – right click on a page in the knowledgebase and select “email topic” and GoldMine will carry the content of the page into GoldMine’s email client.  It can even merge information from the active record if you have merge fields in the topic content window.
• Audit – Let’s you see who and when a topic was added and edited

Click here if you’d like to learn more about GoldMine’s Knowledgebase and other document management tricks with GoldMine.

One of the many advantages of GoldMine® over other CRM applications is the GoldMine® Task Bar.

The GoldMine Task Bar is a great way of having quick, one-click access to common things like:

• GoldMine Main Menu Items
• Launching external applications and web sites (web resources like Google Maps, Dun and Bradstreet, Spoke, etc.)
• Displaying documents and files in GoldMine
• Using and Sharing Macros

In addition, GoldMine users with master rights can customize the task bar to allow all users access to frequently used menu commands and macros.

What’s more, task bars can be Global (for all users) or Local (just for each user).

Each icon on the task bar represents a task item (essentially a short cut). You can customize up to 50 task items into one task group. In other words, a task group is a collection of tasks [task item]. Each task grouping is accessed from a pull-down button on your GoldMine Task Bar, and you can have up to 20 task groups.

Here’s how to create a new task bar group:

1. Click on the Customize option on your tool bar task bar
2. Right click on the task bar
3. Select “Add New Group”
4. Give it a name and select “OK.” (Users with master rights can check the box “Global Group” if they want to give all end users access to the task bar)
5. Start inserting items to the new group

Click here to see the benefit of using the GoldMine® Task Bar!

Click here to learn how to take your productivity to the next level with the toolbar/taskbar and templates

Have you ever wondered “What is the GoldMine Softphone and does it work?”

Firstly, let’s explain what a “softphone” is.  A softphone is a software-based phone that sits on your computer’s desktop and acts very much like a typical phone handset except that it operates off your computer with or without a physical handset. 

A softphone is great for those looking for less clutter on their physical desk and greater mobile functionality with their computer.  With a softphone you can operate through some handsets or you can eliminate the handset by plugging a headset directly into your computer’s soundcard.  

In addition, the softphone works like the sometimes complex and more expensive IP phone hardware that folks are using to “dial over the Internet” through a VOIP phone service provider.  But, because the Goldmine Softphone is already built in to your GoldMine Premium and Corporate Edition CRM software, it can save you money on hardware and eliminate the need to carry that hardware around with you when you travel!

Now, onto the features of GoldMine’s Softphone.  Again, it is built in to GoldMine software with common functions such as a keypad for outbound dialing, answering incoming calls, putting calls on hold or transfer. 

Because the GoldMine Softphone is designed to integrate with the GoldMine database, it can offer less common features that make the GoldMine Softphone special and attractive including the ability to:   

• Use your GoldMine database to dial your contact phone numbers
• Automatically launch the GoldMine “Complete a Call” dialogue to track & record call duration
• Launch to, also known as “Pop,” the GoldMine record based on a caller ID match
• Record calls (as .wav files) that can be linked to the GoldMine record recording

Finally, to the title of this article: GoldMine Softphone – Dream or Reality?
There’s a great deal of confusion about whether the GoldMine Softphone works, and whether it can integrate with an existing phone system.  The answer is YES, it is a reality! … provided you know how to set it up and that you can meet the proper requirements for specific drivers, protocols, and phone system functions.  

 Please contact First Direct Corp. if you’d like assistance setting up your GoldMine softphone.  (By the way, the softphone is a reality at First Direct — we have the GoldMine Softphone working on our own phone system.)  We also offer other telephony integration solutions for telemarketing campaign and integrating existing phone systems with GoldMine.

 To learn about various telephony options for your GoldMine users click here.  I also encourage you to take a look at these add-on solutions we offer – click here.

Many people are moving to Gmail for their email. Its solid Spam filter and low cost (free) make it very attractive. Goldmine made some enhancements to Goldmine Premium Edition 8.5 which now allows you to use Gmail and other providers SSL email in their robust email client.

To add your Google email account to your Goldmine, you can do the following:

1. Click on Tools > Options Select the Email Tab, Click Accounts

2. Click Accounts

3. Below is a screen shot of how to set up your client so you can take advantage of this new feature. Under Account name, type something you will know what you email account is (i.e. Gmail account, Yahoo Mail, etc.)

 4. Here is what you need to do …

 On the Getting Mail Tab:

• Leave Pop3 radio button alone
•  under server, type pop.gmail.com (check your provider for the correct server settings).
•  Your username and password.
•  Select Auto-retrieve and Auto-Delete, which will get your email and delete it off the server.
• Also select “Use encrypted connection (SSL)”
•  Update Port to 995

On the Sending Mail Tab:

• Under SMTP server, type smtp.gmail.com
• Type in your email address, username and password.
• Leave Authentication on Login
• Click on “Use encrypted connection (SSL)”
• Update Port to 995

The idea is simple. Something happens in your CRM database and you want to automatically notify someone of that something. And you want it to happen immediately. In the past, using older GoldMine systems accomplishing the above was quite difficult, if not impossible. But now that GoldMine Premium Edition is standardized on Microsoft SQL 2005/2008, GoldMine administrators have access to two powerful features that make the above possible, and not too hard to implement.

 First, let me explain the concept of a database trigger. A trigger is a set of instructions that can be attached to a table in a database. These instructions are fired or triggered by certain actions taking place in the database. Typically, there are three types of triggers: insert, update, and delete. Each type of trigger fires respectively whenever records in that table are inserted, updated, or deleted. So let’s say you want to get an Email notification whenever a customer service issue is logged. (I’ll assume you are using GoldMine’s Case Management to log customer issues, but this would work just as well with History records.) We would create a trigger on GoldMine’s CASES table that would fire whenever a new case is entered into the system. You can build logic into the trigger to tell it things like: When to fire, when to do nothing, what data to pull from the Case, Contact or other data tables. This leads us into the Email part of our solution: Database Mail.

 Introduced with Microsoft’s SQL Server 2005 release, and obviously branded by their technical writing department, is a new feature they call “Database Mail.” Database Mail allows an Email to be constructed and sent programmatically through a series of SQL commands. It is compatible with most Email servers. It uses SMTP protocol and has various authentication options. But the really cool part is you can use the code in your trigger to assign and Email’s sender, recipient, subject line, message body text, etc.  ­– all dynamically using info that the trigger is pulling from the database! So in that customer issue Email you could see the customer’s name, the case number, case description, the user who entered the case into the system, and virtually any other data you could pull from the database.

  The above is just one scenario among a sea of possibilities. A notification could be triggered on a completed sale, an accounting/billing issue, a new customer assigned to a sales rep. I’m sure it wouldn’t take managers, business owners, or database administers long to ponder and think of a situation where a database trigger with a coinciding alert would be very useful within their organization.

In the event a GoldMine Premium Edition user’s “Process Monitor” becomes stuck in a docked position or it will not open the following should release it:

- Have the user log out of GoldMine
- Log into SQL Management Studio
- Select the Goldmine database
- Expand the tables
- Look for a table called “Environment” and open it
- Look for an entry on the left called “ProcMon” associated with the user with the process monitor that is stuck, and delete that entry

Have the user login to Goldmine and the process monitor should be undocked and able to be opened.

The “toolbar” displays in a much more readable fashion in GoldMine Premium. It also takes up less space. It’s definitely worth revisiting your GoldMine toolbar and making sure you’ve added icons (shortcuts) for the functions that you use frequently, especially now that it’s so easy to add any menu choice you wish. Simply select the drop down menu from the right end of your existing toolbar and choose “Add or Remove Buttons” and then select either from the “Standard” choices or “Customize” your toolbar by selecting, dragging & dropping any GoldMine menu command on to your toolbar.