Latest Clicktools news

Clicktools has a vacancy for a Sales Executive in the UK.

The Sales Executive will become an expert and an advocate of Clicktools products to drive revenue for the company. The ideal candidate will be well versed in technology sales and have a proven track record of meeting and exceeding quotas. To be successful, the Sales Executive will have the ability to think outside the box and provide the appropriate value proposition based on the prospect or customer needs. He or she will have a strong understanding of CRM tools and ideally Customer Feedback programs. They must be willing to wear many hats and be comfortable in several roles fro pre to post sales stages. The Sales Executive will have the opportunity to work from home with 1-2 times a week in office at our corporate office based in Poole, UK reporting to our VP of Sales located in the US. We are looking for a highly motivated self-starter.

This is a great opportunity to join a dynamic and forward thinking team of talented professionals in this emerging industry as we shape and grow our business.

You can view more detail here. For immediate consideration submit CV, and salary history/expectations to patty.hopper@clicktools.com.

ECEW 2009 - Early Bird Discount when you register through Clicktools.

'Winning Customer Experience, a celebration of winners' is a one-day conference to be held on Thursday 18 June at Henley Business School and Organised by the Henley Centre for Customer Management in association with Excellence in Customer Experience - Accreditation & Awards.

If there is one event on Customer Management that shouldn't be missed this year, then this is it!
The Excellence in Customer Experience Awards has assessed over 1,500 UK organisations since 1994, quickly establishing itself as the benchmark for companies claiming to be customer focused. This conference provides you with the opportunity to hear from the very best as the roll call of overall winner organisations from 2001 onwards share the “secrets of their success” in landing the UK’s most highly respected organisational Award. Time and again, these Awards show us that “best practice” can be transported across industry sectors and in all sizes of organisations with great success.

Register through Clicktools for these great discounts:
   • 10% Early bird discount (before 27th May 2009)
   • Additional 10% for all members (HCCM, CSN members etc.)
   • Additional 10% for second or subsequent bookings

How are you improving the Customer Experience?

Clicktools has teamed up with MyCustomer.com to present the 2009 Customer Experience State of the Nation Survey, an annual poll that identifies the current issues and key trends in customer experience across a range of industries.

To make this the most comprehensive survey ever, we want to hear your thoughts on what improvements you are making to the customer experience, the biggest barriers you face and what your organisation considers to be the most important enablers for delivering a great customer experience.

In return for completing this easy click survey, we will send you a free copy of the results and you can also access the complete report when it is published on MyCustomer.com in June.

“The Customer Experience State of the Nation survey is so important because customer experience has never been so important now the credit crunch has enhanced the power shift from supplier to the customer,” says David Jackson, managing director of Clicktools. “The recession means fewer buyers, so those that are able to spend are more choosey. Only companies that truly understand and deliver the experience the customer wants will survive. That’s why the insights this survey will provide on how companies are addressing this important capability will help readers assess and improve their own plans to deliver a winning customer experience.”

The Customer Experience State of the Nation Survey is part of the prestigious UK Customer Experience Awards, founded in 1994 by a team including Jackson to identify and recognise organisations that excel at delivering winning customer experiences. It also aims to help the organisations themselves identify their strengths and weaknesses, and provide benchmarks and guidance to help them improve their performance. The awards take place in October this year and will be supported by a 16-page supplement in The Sunday Times.

Click the button below to be part of the 2009 Customer Experience State of the Nation Survey,

Clicktools Unlimited - now available!

Clicktools Unlimited provides the on-demand power and capability of Clicktools in a managed single-tenant server environment, providing a highly flexible, scalable and cost-effective deployment option for large enterprises.

Organizations benefit from exactly the same functionality and release schedule as standard Clicktools users, but your information is no longer stored with other organizations on shared servers (the multi-tenant model) but on your own, dedicated server.

You decide exactly how to manage and exploit this space in terms of organizations, users and storage with no additional costs – just one flat monthly fee. (Exact limits will vary but Unlimited is expected to provide a minimum capability of 1000 users and storage for 5 million question responses †)

Clicktools hosting partner is Rackspace whose state-of-the-art secure servers and network at locations in the UK and USA provide a zero downtime network™. Unlimited customers also receive Premium Support for an agreed number of users and a named Account Manager with quarterly reviews.

Outline server specification ††

• 2.3GHz QuadCore
• 64 bi
• 16GB Memory
• 120GB Disk space

Key Features

• Unmetered Managed Backup
• Unlimited expert support †††
• Dedicated Support Team
• 100% Network Uptime Guarantee
• 1-Hour Hardware Replacement Guarantee

Clicktools unlimited is available for a one off set up fee followed by ongoing monthly payments, with a minimum commitment of 12 months.

For further information please contact your Clicktools Account Manager or call us free on: USA: 1-800-774-4065 or UK: 0800 0432587

† - Exact combination of storage and users will determine usable limits for analytics. Total storage, users and performance will be physically limited by the Server.
†† - For guidance only and may be subject to change.
††† - To agreed number of users.

ECEW 2009 - Early Bird Discount when you register through Clicktools using the code CT001.

Gartner Research shows 80% of executives think customer experience is more important now than 3 years ago.

Are you seeking innovative and proven ways to:

• Implement Customer Experience Management strategies within your organisation
• Help build lasting relationships with your customers to drive up acquisition and reduce churn
• Strategically manage your customer experiences to maximise revenue and profit?

If yes, then European Customer Experience World 2009, being held on 20th & 21st May at The Radisson Edwardian Hotel, Heathrow, London is the event to attend. The event offers you and your organisation the opportunity to learn from major companies who are currently delivering exceptional customer experience, how to optimise your organisations facing capabilities making your company more profitable and sustainable in this uncertain economic climate.

Register through Clicktools before 31/03/2009 and receive a £50 discount off the delegate price. This offer is available for a limited time only.




So book here today and quote CT001.

New Salesforce Sync Management Functionality - Techical Note.

There will be an application update on Thu Feb 26th which will include the enhanced Salesforce synchronization management features mentioned in the recent newsletter. This technical note details some answers to questions customers may have regarding what the columns mean on the new salesforce page.

Q. Why do I have a large number of 'Not Complete' responses, where previously they were marked as available for syncing?
A. Only newly created responses (post the application update) can be identified as being complete. All previously completed or part completed responses cannot be identified as complete and will therefore appear in the 'not complete' column.

Q. Why don't I see all my failed responses yet?
A. Only responses which have failed to synchronize after the application update will be listed against the 'failures' column. You will need to manually synchronize responses first.

Q. Can I just synchronize all the 'not complete' surveys?
A. Yes, but this requires qualification. The count of 'not complete' responses includes responses which have been abandoned (truly not complete), pre application update completed responses that have not yet been synchronized with Salesforce, as well as responses which are in the process of being completed at the time the page was accessed. This last set of responses should not be synchronized as this may cause incomplete information to be populated into Salesforce. To exclude these responses from synchronization, a date filter can be applied which excludes for example those created in the previous 24 hours, the remaining can then be selected for synchronization.

Q. When I manually synchronize responses for a survey marked as 'automatic', it doesn't use my current Salesforce credentials.
A. This is part of the new functionality in the latest release. If a survey is marked as 'automatic' for Salesforce synchronization, then the credentials specified for that survey instance will be used whenever responses are synchronized, either automatically due to a survey response being completed or a response being manually synchronized.

If you have any further questions, please do not hesitate to contact us on: USA: 1-800-774-4065, UK: 0800 0432587 or click here to e-mail us

Clicktools Release Notes - Feb 2009

This document details the new functionality added to Clicktools on Feb 26th, 2009

 

Increased options on 'Multi' question types

Previously limited to 10 options you can now include up to 20 columns/options on multi-radio, multi-checkbox and multi-drop question types. This enables customers using a number of 0-10 scale questions (e.g. Recommend plus Satisfaction and Loyalty) in to one multi-radio question improving look and feel and reducing storage.

 

'Tooltip' help available

From key points within Clicktools you can now hover over the ( ? ) to reveal a short sentence that describes what you are looking at in Clicktools. Context sensitive help for the page is also available from the ‘Help’ link in the top right hand corner of Clicktools.

 

Advanced CRM synchronization management

Following feedback from and discussions with customers this release sees a step change in the way that users can manage responses and synchronizations with their CRM solution.

1. Clear identification of Synchronization status
Previously, Clicktools simply told you how many responses were available for synchronization. It was not possible to find out whether these responses had been completed or failed synchronization. The only way to see error messages was to manually synchronize but this could result in synchronization of empty responses, and matching errors to responses was difficult.

This release now separates responses in to multiple columns, enabling you to clearly identify the exact status of your synchronization and easily correct any errors before synchronizing again manually. The columns displayed are:

• Not Complete – the number of ‘incomplete’ survey responses, i.e. the Submit/Close button has not been pressed or are in the process of being completed.
• Ready For Sync – the number of ‘completed’ responses, i.e. The Submit/Close button has been pressed but the response has not yet been synchronized. This will be zero if synchronization is set to ‘Automatic’.
• Failures – the number of responses that have failed to synchronize because of an error that needs correcting.
• Retries – the number of responses with temporary errors (see bullet 2. below for further detail). Will always be zero if synchronization is set to ‘Manual’.
• Successful – the total number of responses for the survey instance that are currently stored in Clicktools and have been successfully synchronized.
• Sync Type – no change; shows ‘Automatic’ or ‘Manual’ synchronization.
• Last Sync – no change; shows the date and time of the last successful synchronization.

2. Re-try of Automatic synchronization
Previously, if Automatic synchronization failed due to a failure to connect to Salesforce (e.g. during standard maintenance periods, temporary connection problems) Clicktools would simply place the failed response in the “Responses to Synch” column. Now, these responses will be visible in the new “Retries” column and Clicktools will re-attempt the synchronization once an hour for another 4 hours. If a response has failed after this period it will be placed in to the new “Failures” column.

3. Clearer separation of Surveys
Rather than placing all surveys in one list, the CRM control panel now places surveys in to their respective tabs easing identification and management.

4. Visible error management and tracking
Each column in bullet 1 will contain a number representing the relevant total of responses for each survey instance (rows) that meet that criterion. Each number greater than zero in the ‘Not Complete’, ‘Ready for Sync’ and ‘Failures’ column links to a page that will display the relevant individual responses.  From there, you can View, Edit or Delete responses and select one or more responses to manually synchronize. In addition, when the ‘Failures’ screen is displayed you will see two additional columns; ‘Fail Message’ and ‘Fail Date’. Fail message will show the error message returned by Salesforce whilst an icon to the right of the message may be visible which will show more information when you hover over the icon. Fail Date will show the date and time of the last failed synchronization for that response.

 

Improved Template design

There are three major additions to the Presentation Template capability:

1. Insert automatic progress bars
When selected, a solid progress bar (in your chosen color) showing the % complete will be displayed at the top, in the center, of every page except the first page.

2. Use images for radio and checkboxes
You can now choose to use either ‘Standard’ html controls ( for radio and  for checkbox) or images (for radio and  for checkbox).

3. Use images for Survey navigation buttons
As well as choosing Standard (html buttons), Template (color match to template) you can now choose images for the Back, Next, Close, Submit and Index buttons in Clicktools. The images must be stored in Clicktools (update using via the Images tab in the Templates menu).

For further information call our sales team FREE on USA: 1-800-774-4065 - UK: 0800 0432587 or click here to e-mail us.

Clicktools Win - Best Survey Tool for Salesforce.com!

We are proud to announce that Clicktools for AppExchange has been awarded Best Survey Tool in Salesforce.com’s Best Apps of 2008.

Clicktools enables salesforce users to create and update any salesforce information from custom surveys, scripts, forms and landing pages. As the Survey provider with the most reviews, and an average 5 star user rating, we are the highest ranking survey tool on the AppExchange. And the good news is, it’s not just the companies using Salesforce that can benefit, Clicktools is available to everyone!

Register here for your free trial and see for yourself why Clicktools is one of the Best Apps of 2008.

Come see us at Cloudforce London - Tuesday 7th April 2009 - ExCel Centre

Clicktools is pleased to announce that we are an official sponsor of Cloudforce London. This FREE, one-day Salesforce.com event will be replacing Dreamforce Europe. So, put the date in your diary and keep an eye out for more information which will be posted here as it becomes available.

We hope you will be able to attend and look forward to meeting you on the day.

Come see us at Booth 108 at SugarCon - Feb 2nd - 4th 2009

SugarCon '09, SugarCRM's third annual user and customer conference, brings together SugarCRM users, developers, partners and experts from around the world. The event will run from Feb 2nd - 4th in San Francisco CA.

Clicktools is sponsoring this event - please drop by booth 108 and say hello.

More than 10,000 Salesforce.com customers and partners will descend on San Francisco from 2 thru 5 November to see and learn all the latest from the Salesforce.com community.

Clicktools is sponsoring this event (for the 4th year) - please drop by booth 229 and say hello.

Customer Feedback Management Delivers Broad Range of Business Benefits - A new Aberdeen Report Investigates How Companies Successfully Capture and Leverage Customer Feedback to Increase Revenues, Profits and Shareholder Value.

Customer feedback provides the foundation upon which successful companies are built. It delivers strategic guidance and actionable insights that enable companies to improve marketing and customer service, to deliver better customer experiences, to develop and refine their products and services over time, and to profitably grow the business. By putting the right technologies, organizational resources, business processes, and performance metrics in place, companies can use customer feedback to not only understand the unmet wants and needs of customers at an aggregate level but to also engage them in conversation on an individual basis.

From an organizational perspective, customer feedback facilitates a culture of customer centricity and progressive improvement. Aberdeen, a Harte-Hanks Company (NYSE: HHS), surveyed more than 300 companies for the new benchmark report entitled "Customer Feedback Management" which revealed that Best-in-Class organizations have well-established processes in place for maximizing the value of customer feedback. They lead Laggards in terms of both tracking and acting upon customer feedback across all departments and channels. In addition, 64% of Best-in-Class organizations, versus 44% of Laggards, currently have a process in place for disseminating insights gleaned from customer feedback to key decision makers.

The performance disparities that exist between Best-in-Class organizations and Industry Average and Laggard companies are striking. For example, Best-in-Class organizations are more than 8 times more likely than Laggards to increase customer satisfaction and more than 26 times more likely than Laggards to increase customer retention. In addition, Best-in-Class organizations are more than 19 times more likely than Laggards to increase customer-focused innovation.

"Social media proliferation, corporate transparency, marketing authenticity, customer centricity, brand disloyalty and a host of other trends are conspiring to usher in a new era," said Jeff Zabin, Research Fellow at Aberdeen.

"It's an era in which companies need to actively encourage customer feedback and treat customers as strategic assets in the incessant quest to improve operations, marketing, research, product development and the overall customer experience. That means putting the right technologies, business processes, organizational resources and performance metrics in place to capture, analyze and act upon customer feedback in a holistic fashion, across all touchpoints and all stages of the customer lifecycle, on an ongoing basis."

A complimentary copy of this report is made available due, in part, to the support of Clicktools. To receive a copy, complete this form.

Free benchmarking service enables you to compare your feedback programme against others.

As a result of demand from an increasing number of customers, Clicktools is pleased to announce a free feedback benchmarking service.  The service will enable any organization to compare their feedback programme against other companies.  The benchmark service addresses the methods used as well as outcome measures such as customer satisfaction and advocacy scores (the latter using the Net Promoter Score®).  As participation grows, industry based benchmarks will be provided.

Initially, the benchmark report will be issued quarterly. Organizations wishing to join the scheme can do so by completing this form.

[Net Promoter is a registered trademark of Satmetrix Systems, Fred Riechheld and Bain & Co.]

Clicktools today announced the availability of it's Oracle CRM On-Demand Connector.

The connector follows on from the industry leading Salesforce.com integration and offers similar functionality. Clicktools will enable Oracle CRM On-Demand customers to reduce the cost and effort involved in deploying custom surveys, scripts and forms that:

• Create and/or update any standard information
• Create and/or update custom information
• Create/update multiple pieces of information

There are potential applications across the whole of the customer lifecycle:

• Sales: Web2Lead, outbound call scripting, win/loss surveys
• Marketing: Campaign landing pages, market research
• Customer Support: Web2case, Closed support request surveys.

Further details can be seen on the Clicktools website or by emailing oraclecrmondemand@clicktools.com

Clicktools today announed the General availability of its Analytics add-on. Clicktools Analytics enables organizations to extend the standard real-time reports and build their own custom reports, charts and dashboards.

Clicktools analytics allows users to:

• Apply alternative values to questions
• Group questions to form 'grouped' or 'overall' answers
• Define custom ranges (for example to define "Excellent, Average or Poor" answers)
• Build comparative and key driver reports on questions and groups exploiting over 20 Statistical Performance Indicators and your own custom ranges
• Apply complex trending and filters
• Deploy to multiple chart types including Quadrant and spider charts
• Make charts visible through Dashboards, read-only Clicktools Viewer licenses and 3rd party applications such as Salesforce.com and Oracle CRM On Demand.

Clicktools Analytics is an add-on to the standard Clicktools application.