We’ve noticed something unusual. When a business first contacts us, they often ask a series of questions that are remarkably similar to to the questions we hear from other businesses, regardless of company size or industry vertical. How can they organize their business’s lead database? How can they compare sales across channels? How can they increase sales without a commensurate increase in data entry?

Every once in awhile we have a client whose issues – and subsequent solutions – perfectly encapsulate this core set of issues.  For the past six months we’ve helped one such client, PR by the Book, elegantly deal with a classic set of procedural and sales-related issues. This is their story.

The search for CRM

PR by the Book, a campaign and consulting services company, first came to us in search of a CRM system (“customer relations management”). Their business model revolves around high-paced account management, a well managed sales funnel, and efficient collaboration. When we first spoke, they didn’t have an organized means of managing an increasing volume of sales, and they were drowning in the administrative side of project management. Business was a drag.

Luckily, we were able to point them toward Solve360 during a 2 hour consulting session. Solve360 is a small business oriented CRM that does an excellent job with relationship, task and project management. Following our session, we helped PR configure Solve360 just for their needs: we created custom tags, fields and templates, all geared at streamlining their process, and reconfigured everything a few months later as they road-tested the system.

It worked. In the words of Babs Chandrasoma, Business Development Coordinator:

Solve has changed my world.  We were operating on a check and balance system which seemed to work well until an issue which was overlooked popped up, typically due to a missed notification in my sea of emails. Solve has equipped us with a system which is built specifically for our company.

Along with software customization, we also helped with software and workflow training, as systems are only as helpful as they are usable. CRM solved (pun intended), we then turned toward other aspects of the business…

Automate me!

One of PR by the Book’s largest issues was dealing with inbound leads and updating existing contacts. To date, they had to manually enter all new contacts into their system, then manually update their details as time went on. It was a major hassle.

Luckily, Solve360 has an amazing integration with Wufoo, an online form builder. Using the integration, we were able to connect PR by the Book’s contact form with their Solve360 database, meaning new leads automatically get their own page with appropriate tags and a follow-up template inserted. What’s more, we also built forms for PR’s existing customers so they can now submit all their information (documents, photos, updates, etc) directly into PR by the Book’s database.

The system is automated in such a way that PR’s admin staff can spend less time worrying about data-entry, and more time focusing on core business development tasks. It’s the type of no-brainer system that everyone wants yet few have.

Process first, systems second

At the end of the day, we helped PR by the Book put in place a great system, but it started with a well-defined, efficient workflow. It doesn’t work the other way around – always define your processes first, then go looking for a system.

If your business is struggling with database issues, process implementation, project management, or any of the other myriad software-related issues that businesses deal with, check out our services and get in touch. We can probably help!

The post Systems, CRM, and the Importance of Getting it Right appeared first on VM Associates.

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The public has their head in the clouds…  

Everyone in the IT industry knows how amazing cloud computing is – it can cut overheads, introduce flexibility and make previously unobtainable services affordable for even the smallest of businesses. But with 60 per cent of the American public claiming to have no clue at all about cloud services, it seems that the sector’s enthusiasm is yet to turn into mainstream awareness.

It’s tempting to dismiss such findings out of hand – after all does it really matter if people don’t know how iTunes, Gmail and other products work as long as they actually do what customers want? The answer is a resounding yes, it does matter. Too many small business owners don’t understand the benefits of cloud computing and they’re missing out.

…and it’s because we’re not selling it right.

Will this ignorance kill the cloud? Probably not – after all it has been doing just fine without a widespread attempt at educating people as to what it is. But providers still need to examine the way they are communicating with potential customers and decide if talking about the cloud is the most useful way they can get their message across. After all, if you’re setting up a small business, what is going to appeal to you most? A salesman telling you something is based in the cloud, or a salesman telling you about how a particular product will save you money? Even if they’re offering exactly the same service, it stands to reason the salesman who focuses on the bottom line rather than a popular buzzword is more likely to close the deal.

It’s time the IT sector changed the tact when talking about the cloud – it won’t result in instant adoption, but it can’t hurt. If you need further proof, check out our infographic below – our current means of “selling” the cloud just isn’t working.

You might have to click the image to expand.

Infographic by the Webfusion VPS team.

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VM Associates is a New York City cloud computing consulting firm. We help companies transition into newer, better, smarter software. Contact us to talk about your business, the cloud, and how we might help.

The post We should sell “cloud” better. Also, an infographic! appeared first on VM Associates.

We hear it all the time. What CRM is the best? Google it and you’ll get a litany of responses, almost all in contradiction of one another. Some say Salesforce. Some say Zoho. Some say Capsule, some say Brightpearl. You get the idea.

Thing is, they’re all wrong. See, there is no “best” CRM. It doesn’t exist. Instead, there are dozens of “good” CRMs with individual strengths and weaknesses. Asking which one is best is like asking for a town’s “best” restaurant – it’s a contextual matter. What kind of meal are you looking for? At what price? Who’s eating with you? Is atmosphere important, or just the food? What are you looking for?

Finding a suitable CRM is a similar process. You’re not looking for “the best” CRM – if you’re asking that, you’ll just find opinions (and the Internet has many…). Instead, you’re looking for the CRM that’s most suitable for your business. What issues are you trying to solve? What needs must be met? What does a sales cycle look like? What’s the priority – sales, customer service, project management? What are the different use cases? What are you looking for?

Even companies of the same size, in the same industry, will have different answers to those questions. They’ll need different solutions, too. That’s why we’re not resellers, and it’s why we stay away from software “verticals.” Software is your company’s backbone: it’s too important to not get right.

Do your research and find the solutions that make sense for you business – it’s worth your time and money. If you’d like some additional guidance, let us know in the form below (or via our contact page). We’d love to chat!

VM Associates is a New York City cloud computing consulting firm. We help companies transition into newer, better, smarter software. Contact us to talk about your business, the cloud, and how we might help.

The post On Asking Bad Questions (Or, What Small Business CRM is Best?) appeared first on VM Associates.

Software changes fast. So fast that sometimes it’s hard to see the trends and changes, the patterns that determine how tomorrow’s tools will work. Normally that’s no big deal – it’s exciting, right? – but in the world of business software, even subtle changes can carry implications.

We test and implement new software systems all the time, so naturally we get a pretty good idea of what’s changing. Here are 3 of the major trends we expect to see in 2013.

More mobile

Since “cloud” became a household word in the early 2000s, software has become increasingly mobile. That trend will intensify in 2013. More applications will offer features unique to mobile devices, and new applications will be built with mobile as the primary intended access point. That’s a big deal – it’s great news for businesses who work “on the go,” but it means changes for sedentary workflows. The cellphone is the new desktop. Working that way will bring technological benefits.

More integrations

Gone are the days of the multitool approach to software. Instead, development teams are throwing out the superfluous stuff to focus on core functionalities. For businesses, that means integrations are increasingly crucial – getting your CRM to work with your proposal software and your accounting tools could save hours on every deal. Expect to see more cooperation between the tools you use, but fewer features in standalone apps.

Better UX

Every week we see new solutions sprouting up. Email CRMs, sales CRMs, real estate CRMs – they’re a dime a dozen. To stand out from the rest, the good developers are increasingly focused on UX (“user experience”),  which means software *should* get easier to use. Instead of being built for middle management (ala Salesforce), tools are being built for the salesperson who doesn’t like computers, or the receptionist with a billion things to do. That’s a good thing (using Salesforce sucks). Expect more UX overhauls.

All in all, it should be a good year. Leave your predictions in the comments below!

VM Associates is a New York City cloud computing consulting firm. We help companies transition into newer, better, smarter software. Contact us to talk about your business, the cloud, and how we might help.

The post Software trends to expect in 2013 appeared first on VM Associates.

1. Intuitive navigation. Software is only as helpful as the people using it. If you find yourself struggling to get things done inside a solution, imagine trying to launch it as a central piece of software for your employees. It’ll be an uphill battle. End-user usability should be a chief concern as you pick a CRM – don’t just focus on things managers like to see.

2. Extensive integrations. Great development teams know what their solution should and shouldn’t do. They’ll also integrate with other solutions to achieve functionality they otherwise wouldn’t have. In the case of CRMs, that means integrating with small business focused accounting solutions (like Xero or Freshbooks), helpdesk solutions (Zendesk), and, of course, Google Apps.

3. A+ support. Don’t just demo a solution – post on the forums and bug their support staff. Does it take a week to get a response? Forget it then – you’re implementing a vital software component and need (deserve?) top class customer service. Also, have a look at their partner page – do they have a network of 3rd party consultants who can help if you need additional support? It’s a good sign if they do. Dedicated partners means the solution is strong enough for other businesses to invest in.

4. Open APIs. “API” is nerd-speak for how solutions cooperate together. Great CRMs have an open API, making it easy for 3rd party developers (like us) to build our own integrations and add-ons. It’s essential, especially if you foresee building a network of applications for your business.

5. Frequent updates. Great pieces of software don’t stand still. Get a feeling for how often the software is updated (check the blog, updates page, or forum announcements). Is it more than once or twice a year? Are new features oriented with where your business is going? Be wary of software that isn’t being updated – it might mean the team behind it is working on other things.

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VM Associates is a New York City based cloud computing consulting firm. We help companies transition into newer, better, smarter software. Contact us to talk about your business, the cloud, and how we might help.

The post 5 things to look for when you’re choosing a cloud based CRM appeared first on VM Associates.

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Spend anytime among the cloud-computing crowd and you’ll soon find that API integration is a hot-topic. How friendly or unfriendly a given app’s API is, how many native integrations the app has, the price-point at which API reference keys become available: all those factors are huge selling points for SaaS and a major consideration for would-be consumers.

Naturally, we also think API integration is great, especially when it’s native (see our recent review of RightSignature as an example of a service we think would benefit from more integration). When two or more apps play nice with one another it can mitigate double entry and other workflow “knots,” making IT more bearable. Next-gen apps are (should be?) all about simplicity and function, which integration can (sometimes) deliver.

Thing is, the urge to integrate is a double-edged sword. It’s an understandable urge – and as we say above, it’s an urge that’s often justified – but it’s also something that can negatively perpetuate legacy business processes. Let me explain.

Sometimes users want products to integrate to deliver some new functionality (Solve360’s recentish Gmail gadget is one example). That’s awesome. Sometimes, however, users want products to integrate so that the new system looks like the old system. That’s not awesome. For example, we speak with clients all the time who want API integration in and amongst everything: email, CRM, ERP, invoicing, shipping, accounting, everything. We certainly understand that desire – who doesn’t want a “one-stop shopping” software solution? – but more often than not the desired outcome is something that mirrors old systems and processes. The question asks itself: why change software solutions if you won’t change workflow habits?

While I’m at it, I might also note that non-native integrations (ie integrations that aren’t available “out of the package”) can also decrease the scalability of SaaS solutions. If today you spend $5k integrating two products and tomorrow decide those products aren’t right anymore then you’ll have sunk $5k plus interest in a system you’re not using. Hardly the flexibility you were looking for in the first place, is it?

The point isn’t that API integration is bad: it’s that users should think long and hard about what they’re trying to accomplish before they invest in integrating solutions. In particular, non-native integrations need be examined for cost (including scalability costs) versus value. Above all, businesses need to accept that new software systems will invariably result in new business processes, and that change can be good.

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VM Associates is a New York City based cloud computing consulting firm. We help companies transition into newer, better, smarter software. Contact us to talk about your business, the cloud, and how we might help.

The post Repost: Integration is a double edged sword appeared first on VM Associates.

International Conference on Computing, Networking and Communications (ICNC 2013), San Diego, USA, January 28-31, 2013

Cloud Expo Europe, London, UK, January 29-30, 2013

International Conference on Cloud Computing and Services Science (ICCCSS 2013), Dubai, United Arab Emirates, January 30-31, 2013

Mobile Cloud, San Francisco, USA, March 26-28, 2013

NAB Show, Las Vegas, USA, April 6-11, 2013

Gartner Summit, San Diego, USA, May 1-3

Cloud Asia, Singapore, May 14-17, 2013

Cloud Expo, New York, USA, June 2013

Cloud World Forum, London, UK, June 26-27, 2013

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VM Associates is a New York City based cloud computing consulting firm. We help companies transition into newer, better, smarter software. Contact us to talk about your business, the cloud, and how we might help.

The post Upcoming Cloud Computing Conferences in 2013 appeared first on VM Associates.

One of the great aspects of Software as a Service (SaaS) is that the software is always improving. It has to improve: users pay a monthly subscription, meaning they can cancel the service whenever they choose. Hence why the top software companies stay ahead of the curve and frequently release exciting updates and features.

This past year has been no exception, with many of the best SaaS vendors out there releasing some awesome new features. Below are some of our favorites!

1. Basecamp – 37Signals rolled out a brand new Basecamp earlier this year and there are some impressive innovations, including a much improved UI. Read about the new Basecamp here.

2.  Zendesk – The New Zendesk was released earlier this month and it is  quite impressive, particularly for customer service agents. The best just got better.

3. Freshbooks – The company always known as an easy to use invoicing tool is transforming itself into “cloud accounting”. We expect some exciting updates over the next several months. Read the announcement from Freshbook’s founder here.

4. Solve360 – The self-proclaimed “modern cloud based CRM that doesn’t suck” also rolled out some cool new features this year. The Google Apps integration keeps improving, there’s an integration with cloud accounting giant Xero, and much more!

5. CapsuleCRM – This year saw CapsuleCRM’s mobile app make the leap from mediocre to industry leading. If you are looking for a pipeline sales tool that’s awesome to use on-the-go, CapsuleCRM’s mobile and iPad app has you covered.

These are just a few of the noteworthy improvements over the past year. What are some of your favorites? Leave your picks in the comments so we can check them out!

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VM Associates is a New York City based cloud computing consulting firm. We help companies transition into newer, better, smarter software. Contact us to talk about your business, the cloud, and how we might help.

The post The top 5 software updates of the past year appeared first on VM Associates.

So, you use and love Zendesk. We do too. But what’s this new Zendesk thing that launched this week? How does it work? Will it affect your customer support? What does it all mean?

Live Zendesk support, NYC-style

This September 26th, at 6-7 pm, we’ll be answering those questions and more at our first “Zendesk Office Hour.” Held at New York City’s always-happening General Assembly, we’ll take a close look at the new Zendesk, discuss how it differs from the classic interface, and show off its cooler features. The goal is to help ease your transition into the new system.

Best part of all? It’s free. That’s right – live Zendesk support, in the heart of Manhattan, for free. Now that doesn’t happen every day…

Register here, and be quick – spots are limited!

The Details

What: An hour with Zendesk professionals, discussing the new Zendesk’s user interface.

When: September 26th, 6-7 pm.

Where: General Assembly, 902 Broadway, Floor 4, New York NY, 10010.

How much: Free! Just register here.

PS: We’ll be holding more of these events in the future, so if you’d like to learn of them in advance, sign up here for our Zendesk mailing list here. Knowledge is power!

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VM Associates is a New York City based cloud computing consulting firm. We help companies transition into newer, better, smarter software. Contact us to talk about your business, the cloud, and how we might help.

The post Zendesk Office Hour: An Hour with the New Zendesk (in the heart of New York!) appeared first on VM Associates.

This week we’re sitting down with Jonathan Bensamoun, head of product and resident retail guru at Shopkeep. Shopkeep is “point of sale software” (POS), ie the software that drives the registers and inventory when you buy at retail stores. Unlike most POS systems, Shopkeep is cloud based, runs on iPads, and (gasp) is actually fun to use. Cool stuff.

Read on for our full interview.

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VM: Before we get started, what’s your pitch? What is Shopkeep, who is it for, and why is it awesome?

JB: ShopKeep POS is a cloud-based iPad POS system for retailers designed to be the simplest way to make smarter business decisions.

To that end, we are expanding on the traditional notion of a point of sale system. Merchants would like to have tons of tools and services available to make their business more efficient and increase demand such as couponing, delivery, advertising, mobile payment.We believe that the platform we are building is the centerpiece of this business architecture. Using all these services becomes so much easier and smarter if they are associated with transaction and inventory data – that’s why we like to think of ShopKeep POS as a technology integration platform.

Also, storing data and having it available only in your store is a risk and a daily burden for merchants. Data should be stored securely, accessible from anywhere and merchants should not have to worry about it.

We do all this on a tablet with a slick UX/UI. Every tap is anticipated, measured and optimized. Next time you order a burger try to count the number of time the cashier taps the screen – we are changing this.

VM: On the one hand, point-of-sale systems are just tools, like any other piece of software. On the other hand, they’re client facing, meaning they’re central to a store’s brand and experience. How do you view Shopkeep playing into that? If I’m a small business owner, what are the implications for my customers when I adopt a system like this?

JB: The POS is right in front of the customers. ShopKeep is good looking and fun to see in action. Customers are curious, ask questions, and merchants love using it. Our merchants develop an emotional relationship with their ShopKeep register.

VM: SaaS has been around for over a decade now, yet POS solutions have been slow to adapt, especially compared with the CRM or project management space. Why is that? What took so long?

JB: SAAS for local businesses is a no brainer – it just fits the business case. Store owners are often not in the store; Cashiers operate the store, store owners want to see their sales, control their pricing and inventory, manage their employees and have the analysis available to help them make smarter decisions for their business.

I believe the main reason for slow adoption is the need to educate the industry. Distribution has been historically very decentralized. You have strong ISO / reseller channels that take a long time to get educated and that have financial incentives to sell extra hardware to the store owners.

Next time you order a burger try to count the number of time the cashier taps the screen – we are changing this.

On the other side of the equation, store owners are used to seeing someone walk into their store and sell them something. Funny story – a few months ago we had a merchant show up and knock on our door to “buy ShopKeep” – literally he was expecting us to have bundles in boxes in the backroom to give to him right there. We sat him in our conference room and walked him through the ordering process on our website. That was a very interesting experience. He was miles away from understanding that he could just go online and order a system and set it up himself – in minutes. Merchants are used to having guys come and run cables in their stores, “configure” the server, etc. We are busting that myth.

VM: A corollary to the last question is that the POS market is ripe for Shopkeep-like innovation. Is this a case of whoever scales first takes the prize? If so, what’s Shopkeep’s strategy? What are the roadblocks?

JB: We don’t believe in the get-big-fast model – especially in our business. It’s a very fragmented market, there won’t be one big winner. There will be a few good companies of decent size who will survive in the end.

We focus on building the best experience for our merchants, helping them create new efficiencies in their business and building our distribution channels with existing players.

VM: How important are integrations in the POS space? Is that something customers are asking for? Why or why not?

JB: It is very important. It is the reinvention of the platform that merchants should have available to run their business.

VM: You’re VP of Product at Shopkeep. What’s your vision for the product? Where is it going from here? What trends do you see?

HB: I am very excited about where we are going to be in the next few months. To me our product is still an embryo of what we are really trying to create. We are building features that will change the merchant experience.

We are aiming for something that will entirely wow them. We are at this point where merchants ask us to build something, then we meet with them and show them what we are working on and we can see the light in their eyes. It’s a great feeling. This reflects the efforts we have done on every front over the past year. Our technical team is of incredible quality and I deeply respect every individual on the team for their dedication and work ethic. We are very selective in who we hire and this strategy is paying off.

VM: As consultants we’re perpetually interested in the changing relationship(s) between vendors, partners and clients. In your view, how does cloud computing affect that triangle, particularly in POS? How is today’s situation different than, say, the situation 10 years ago?

JB: Cloud computing has changed the game in many industries and software development was critically impacted. In addition to decreasing the cost of building a scalable architecture, it allows you to focus on executing your strategy. 10 years ago we would probably have 5 engineers in charge of maintaining our systems and measuring our uptime. Today we are just always up – that’s a given.

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VM Associates is a New York City based cloud computing consulting firm. We help companies transition into newer, better, smarter software. Contact us to talk about your business, the cloud, and how we might help.

The post The Future of Retail: Our Interview with Shopkeep’s Jonathan Bensamoun appeared first on VM Associates.