Using GoldMine VERSION 6.0 11/02 ii Table of Contents Copyright Ó 2002 FrontRange Solutions Inc. All Rights Reserved. This software includes software developed by the Apache Software Foundation (http://www.apache.org). The Sentry Spelling-Checker Engine Copyright © 1999 Wintertree Software Inc. GoldMine, HEAT and other FrontRange products and brands are registered trademarks or trademarks of FrontRange Solutions Inc. in the U.S. and/or other countries. Other products and brands are registered trademarks or trademarks of their respective owners/companies. Use of this software and its related user documentation IS subject to the terms and conditions of the applicable End-User License Agreement (EULA), a copy of which is found in the user documentation. You must agree to the terms and conditions of the EULA in order to use this software. If you do not agree to the terms and conditions of the EULA, promptly return the unused software IN ITS UNOPENED CD PACKAGE to the place from which you obtained it for a refund. WARNING: The software described in this manual and its related user documentation are protected by copyright law. In no event, shall any part of the related user documentation be copied, reproduced, distributed, transmitted, stored in a retrieval system, or translated into any language, without the express written permission of FrontRange Solutions Inc. Contact FrontRange Solutions Inc. at our Web site: www.frontrange.com (Oct. 2002) Table of Contents FrontRange Solutions Software Product: GoldMine® (Rev. Sept. 2002) END-USER LICENSE AGREEMENT (EULA) IMPORTANT READ CAREFULLY THIS EULA IS A LEGAL AGREEMENT BETWEEN YOU (YOU OR LICENSEE) AND FRONTRANGE SOLUTIONS INC. (A DELAWARE CORPORATION WITH ITS PRINCIPAL PLACE OF BUSINESS IN COLORADO), ON ITS OWN BEHALF AND ON BEHALF OF ITS SUBSIDIARIES, DIVISIONS AND AFFILIATES (COLLECTIVELY REFERRED TO AS FRONTRANGE SOLUTIONS), FOR THE SOFTWARE PRODUCT IDENTIFIED ABOVE WHICH INCLUDES COMPUTER SOFTWARE AND ASSOCIATED MEDIA AND DOCUMENTATION (COLLECTIVELY LICENSED SOFTWARE). BY OPENING THE SOFTWARE PACKAGING, COMPLETING THE SERIALIZATION PROCESS, OR DOWNLOADING, INSTALLING, ACCESSING OR UTILIZING THE LICENSED SOFTWARE OR CLICKING THE I ACCEPT BUTTON, YOU AGREE TO BE BOUND BY THE TERMS OF THIS EULA. IF YOU DO NOT AGREE WITH THE TERMS OF THIS EULA, PROMPTLY RETURN THE UNUSED LICENSED SOFTWARE TO THE PLACE FROM WHICH YOU OBTAINED IT FOR A REFUND. 1. Protection/Ownership. The Licensed Software may include software owned by third parties (collectively Third-Party Owners). The Third-Party Owners are third-party beneficiaries of this EULA and You agree to be bound to them under all the terms and conditions of this EULA, unless and to the extent that a separate license agreement for such software governs. The Licensed Software is protected by copyright and other intellectual property laws. FrontRange Solutions or a Third Party Owner retain ownership of the Licensed Software and the copies of the Licensed Software provided herewith. The Licensed Software is licensed to Licensee for use subject to the terms set forth in this EULA. 2. Grant of License. FrontRange Solutions hereby grants to Licensee and Licensee fully accepts, upon delivery, a nonexclusive, nontransferable and perpetual (unless earlier terminated as provided below) right to use only the executable version (no source code) of the Licensed Software for its own internal business purposes. Installation of the Licensed Software entails completion of a serialization procedure in which You will be required to enter a serialization code(s) provided to You as a part of the Licensed Software. You agree not to disclose the serialization code(s) provided to You to any third party other than an authorized FrontRange Solutions reseller (Reseller). The serialization code indicates to the loaded Licensed Software the number of authorized concurrent users covered by the license. 3. Scope of License. You are allowed only the number of concurrent users of the Licensed Software as shown in the corresponding purchase order or other order confirmation form. The number of authorized concurrent users covered by the license will be visually displayed to You during the serialization procedure. A remote user accessing the Licensed Software (via a web-enabled GoldMine product) is considered to be utilizing one concurrent user license. Nothing in this paragraph shall limit Licensee from allowing its employees, agents or representatives or the employees, agents or representatives of Licensees parent, subsidiaries or affiliates, if any, from accessing or using the Licensed Software for Licensees own internal business purposes; provided, however that the total number of concurrent users does not exceed the number of authorized concurrent users covered by the license. iii 4. Additional users. If You wish to expand the number of authorized concurrent users covered by the license You may be able to purchase the additional licenses from FrontRange Solutions or a Reseller. Such added licenses will be affected by the provision of additional serialization code(s) by FrontRange Solutions. 5. Transfer. To the maximum extent permitted by applicable law, Licensee may not resell or otherwise transfer for value the Licensed Software. Notwithstanding the foregoing, Licensee may assign all of its licensed rights and duties under this EULA to a third-party that: (a) directly or indirectly controls contents iv Table of Contents Licensee; (b) is controlled by or under common control with Licensee; or (c) purchases all or substantially all of Licensees assets; provided, however, that (i) Licensee gives written notice to FrontRange Solutions of the transfer or assignment; (ii) the permitted third-party assignee agrees to be bound by all the terms herein and completes and returns a registration card or other requested transfer documentation to FrontRange Solutions; and (iii) in no circumstance shall any transfer or assignment, unless specifically agreed upon in writing, (y) release Licensee from any prior outstanding obligation under this EULA, or (z) allow Licensee or Licensees transferee or assignee, collectively, to utilize more licenses than the number of licenses authorized under this EULA. If You transfer the Licensed Software, You must simultaneously transfer possession of all associated media and documentation, and remove all Licensed Software from Your computers. 6. Restrictions. You agree not to copy the Licensed Software except for backup and disaster recovery purposes, or as described in the documentation comprising the Licensed Software. If You make backup copies of the Licensed Software, the original copy of the Licensed Software and all backup copies that You make may not leave your control and are owned by FrontRange Solutions or a Third Party Owner. You agree that this is a license only and that no title passes to You. You agree not to challenge FrontRange Solutions rights in or otherwise attempt to assert any rights in the Licensed Software, except those provided under this EULA. You agree not to disclose, modify, decompile, translate, disassemble or reverse engineer the Licensed Software. You agree not to distribute, rent or lease the Licensed Software. You agree not to use the Licensed Software as a commercial hoster or application service provider. You agree not to use the Licensed Software except as expressly permitted under this EULA. You acknowledge that the Licensed Software contains information deemed confidential or otherwise proprietary to FrontRange Solutions or a Third Party Owner, and You agree to handle the Licensed Software with at least the same degree of care employed with respect to Your own confidential or proprietary information. 7. Warranty/Remedy/Limitation of Liability. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE WARRANTY AND REMEDY SET FORTH BELOW ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES AND REMEDIES, ORAL OR WRITTEN, EXPRESSED OR IMPLIED. Except as provided for in this EULA, no FrontRange Solutions reseller, dealer, agent or employee is authorized to modify or add to the following warranties and remedies. FrontRange Solutions warrants that for a period of ninety (90) days following delivery of the Licensed Software (i) the media on which the Licensed Software is furnished shall be free from defects in materials and workmanship under normal use; and (ii) the Licensed Software will perform substantially in accordance with FrontRange Solutions user documentation accompanying the Licensed Software. FrontRange Solutions does not warrant that the Licensed Software will meet Your requirements or that the operation of the Licensed Software will be uninterrupted or error free or that all defects will be corrected. This Limited Warranty is void if failure of the Licensed Software has resulted from accident, abuse, modification, or misapplication of the Licensed Software. If You believe there is a defect in the Licensed Software such that it does not meet the Limited Warranty provided above, You must notify FrontRange Solutions in writing within the 90-day warranty period. FrontRange Solutions entire liability and Your exclusive remedy with regard to the Limited Warranty, shall be, at FrontRange Solutions sole discretion, either repair or replacement of the Licensed Software or a refund of the amount paid by You for the Licensed Software (provided in that case that You also return the Licensed Software). Any repaired or replacement Licensed Software shall be warranted for the remainder of the original warranty period. To the maximum extent permitted by applicable law, except as provided above, FRONTRANGE SOLUTIONS MAKES NO WARRANTY OR REPRESENTATION, EITHER EXPRESSED OR IMPLIED WITH RESPECT TO THE LICENSED SOFTWARE, ITS QUALITY, PERFORMANCE, MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE. UNLESS BOTH EXPRESSLY REPRESENTED AND AGREED IN WRITING, THE LICENSED SOFTWARE IS NOT DESIGNED, OR INTENDED FOR USE IN ANY MEDICAL, LIFE SAVING OR LIFE SUSTAINING SYSTEMS, TRANSPORTATION SYSTEMS, NUCLEAR SYSTEMS, OR FOR ANY OTHER MISSION CRITICAL APPLICATION IN WHICH THE FAILURE OF THE LICENSED Table of Contents SOFTWARE COULD CREATE A SITUATION WHERE SUBSTANTIAL PROPERTY DAMAGE OR PERSONAL INJURY OR DEATH MAY OCCUR. FRONTRANGE SOLUTIONS AND ANY THIRDPARTY OWNERS RECOMMEND AGAINST, AND DISCLAIM ANY LIABILITY FOR, USE OF THE LICENSED SOFTWARE IN ANY SUCH APPLICATION. You understand and acknowledge that FrontRange Solutions will not be liable for network-related problems attributable to the operation of the Licensed Software and that network configuration changes may affect the systems performance. To the maximum extent permitted by applicable law, and except for liability arising under paragraph 8 below, FrontRange Solutions entire liability under this EULA shall be limited to the amount paid by You for the Licensed Software. IN NO EVENT WILL FRONTRANGE SOLUTIONS BE LIABLE FOR INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE LICENSED SOFTWARE, even if advised of the possibility of such damages. In particular, and without limitation, FrontRange Solutions shall have no liability for any data stored or processed with the Licensed Software, including the costs of recovering such data. 8. Indemnification. FrontRange Solutions represents that it has the right to grant to Licensee the license to use the Licensed Software as set forth in this EULA without violating any rights of any third party and that there is no actual or threatened suit by any third party based on an alleged violation of such right by FrontRange Solutions. 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Maintenance and Support. FrontRange Solutions provides maintenance and/or technical support (including upgrades and enhancements) for the Licensed Software only through separate Agreements. Please contact FrontRange Solutions or the place from which You obtained the Licensed Software if You wish to obtain maintenance and/or technical support through the execution of such an agreement. 10. Export Control. You may not export, ship, transmit, or re-export the Licensed Software in violation of any applicable law or regulation, including, without limitation, the Export Administration Regulations issued by the United States Department of Commerce, or any such similar law or regulation issued by such other governmental entity which may have jurisdiction over such export. v 11. United States Government Restricted Rights. THIS SECTION APPLIES ONLY TO LICENSING OR USE BY THE FEDERAL GOVERNMENT OF THE UNITED STATES. The Licensed Software is provided with RESTRICTED RIGHTS. Use, duplication, or disclosure by the federal government is subject to restricted rights as set forth in subparagraph (c)(1)(ii) of The Rights in Technical Data and Computer Software clause at 252.227-7014 for DOD contracts and at FAR (48 CFR 52.227-19) for civilian agency contracts or other comparable agency clauses. 12. Termination. Your right to use the Licensed Software continues until this EULA is terminated. You may terminate this EULA at any time by destroying all of Your copies of the Licensed Software. This EULA will automatically terminate if You fail to comply with the material terms of this EULA. contents vi Table of Contents Upon any termination, You agree to remove all Licensed Software from Your computers, destroy all copies of the Licensed Software, and, upon request from FrontRange Solutions, certify in writing Your compliance herewith. 13. Severability. If any of the terms, or portions thereof, of this EULA are invalid or unenforceable under any applicable statute or rule of law, the court shall reform the contract to include an enforceable term as close to the intent of the original term as possible; all other terms shall remain unchanged. 14. Whole Agreement. This EULA and any applicable FrontRange Solutions order form or maintenance and support agreement or like document constitutes the entire agreement between You and FrontRange Solutions relating to the subject matter hereof, and any additions to, or modifications of, this EULA shall be binding upon the parties only if the same shall be in writing and duly executed by You and by a duly authorized representative of FrontRange Solutions. THE TERMS AND CONDITIONS OF ANY CORRESPONDING PURCHASE ORDER OR OTHER ORDER CONFIRMATION FORM RELATING TO THE LICENSED SOFTWARE ARE ONLY BINDING ON FRONTRANGE SOLUTIONS IF SUCH TERMS AND CONDITIONS ARE AGREED TO IN WRITING IN ACCORDANCE WITH THE PRIOR SENTENCE AND IN A DOCUMENT OTHER THAN THE PURCHASE ORDER OR OTHER ORDER CONFIRMATION FORM. 15. Waiver. The waiver or failure of either party to exercise in any respect any right provided for in this EULA shall not be deemed a waiver of any further or future right under this EULA. 16. Assignability. This EULA shall inure to the benefit of, and is freely assignable to, FrontRange Solutions successors and assignees of rights in the Licensed Software. 17. Resellers. If Licensee acquired the Licensed Software through a Reseller, Licensee acknowledges that (i) payment and delivery terms for the Licensed Software must be established separately and independently between the Licensee and the Reseller; (ii) this EULA constitutes the entire agreement between the Licensee and FrontRange Solutions regarding the license rights for the Licensed Software as described above and is controlling; (iii) the terms and conditions of any purchase order or any other agreement between the Licensee and the Reseller are not binding on FrontRange Solutions; (iv) the Reseller is not FrontRange Solutions agent and is not authorized to alter, amend or modify the terms of this EULA or to otherwise grant any license or other rights relating in any way to the Licensed Software; and (v) Licensees nonpayment of any amount due to a Reseller or any other relevant third party relating to its licensed rights under this EULA shall constitute a basis for FrontRange Solutions termination of this EULA. Licensee further acknowledges that FrontRange Solutions makes no representation or warranty with regard to any services provided by any Reseller, or any actions or failures to act by any Reseller. TA B L E O F C O N T E N T S Contents Introduction Welcome to GoldMine ............................................................................... 1 About this Guide ........................................................................................ 2 GoldMine Resources .................................................................................. 4 Contacting FrontRange Solutions Inc. ..................................................... 5 GoldMine Overview Introduction .............................................................................................. 1-1 What is GoldMine? .................................................................................. 1-2 Maintaining Contact Information ......................................................... 1-3 Managing Activities ................................................................................ 1-4 Managing Sales ........................................................................................ 1-4 Communicating with Others ................................................................. 1-5 Analyzing and Reporting ....................................................................... 1-5 Synchronizing Data ................................................................................. 1-6 Automating Routine Tasks .................................................................... 1-6 How GoldMine Works Overview .................................................................................................. 2-1 Key Terms ................................................................................................. 2-2 Launching GoldMine .............................................................................. 2-4 Using the QuickStart Wizard ................................................................. 2-5 Navigating the Main Window .............................................................. 2-6 Using My GoldMine ............................................................................. 2-11 Quitting your Work Session ................................................................ 2-14 viii Table of Contents Working with Contact Records Overview .................................................................................................. 3-1 Creating Contact Records ....................................................................... 3-2 Working with Contact Records ............................................................. 3-6 Using HTML Editing Features .............................................................. 3-8 Copying Data from a Contact Record .................................................. 3-9 Viewing Contact Records ..................................................................... 3-10 Deleting Contact Records ..................................................................... 3-10 Opening Another Database ................................................................. 3-13 Additional Tools to Manage Contacts ................................................ 3-13 Searching for Contact Records Overview .................................................................................................. 4-1 Search Tools .............................................................................................. 4-2 Using the Lookup Menu......................................................................... 4-2 Using the Contact Search Center .......................................................... 4-3 Search Methods ........................................................................................ 4-7 Organizing Contact Records Overview .................................................................................................. 5-1 Managing Contacts in an Organization Chart .................................... 5-2 Optimizing the Org Chart ...................................................................... 5-5 Combining Records of Organization Members .................................. 5-6 Working with Subsets of Contacts Overview .................................................................................................. 6-1 Understanding Filters and Groups ....................................................... 6-2 Working with Filters ............................................................................... 6-4 Working with Groups ............................................................................. 6-9 Tagging Contact Records ..................................................................... 6-13 Scheduling Activities Overview .................................................................................................. 7-1 Benefits of Using Activities .................................................................... 7-2 Types of Activities ................................................................................... 7-3 Scheduling Activities .............................................................................. 7-4 Scheduling Literature Requests ............................................................. 7-9 Scheduling Forecasted Sales ................................................................ 7-10 Scheduling To-Dos ................................................................................ 7-10 Scheduling GoldMine E-mail Messages ............................................ 7-10 Table of Contents ix Scheduling Activities Received from Other Contacts ...................... 7-11 Viewing Scheduled Activities ............................................................. 7-12 Additional Tools to Manage Activities .............................................. 7-17 Completing and Analyzing Activities Overview .................................................................................................. 8-1 Completing Calls and Messages ........................................................... 8-2 Completing Activities ............................................................................. 8-3 Editing Calls and Activities ................................................................... 8-4 Analyzing Activities ............................................................................... 8-4 Additional Tools for Completing and Analyzing Activities ............ 8-6 Managing Sales Overview .................................................................................................. 9-1 Understanding Sales ............................................................................... 9-2 Making Individual Sales......................................................................... 9-3 Assigning Quotas .................................................................................... 9-7 Managing Sales Opportunities and Projects ....................................... 9-8 Additional Sales Tools .......................................................................... 9-13 Sending and Retrieving E-mail Overview ................................................................................................ 10-1 Setting Up E-mail .................................................................................. 10-2 Sending E-mail ....................................................................................... 10-9 Creating E-mail Templates ................................................................. 10-12 Managing Your E-mail in the E-mail Center ................................... 10-13 Retrieving E-mail Messages ............................................................... 10-16 Reading your E-mail ........................................................................... 10-17 Additional Tools for Managing your E-mail ................................... 10-18 Printing and Faxing Overview ................................................................................................ 11-1 Installing the GoldMine Link to Word ............................................... 11-2 Creating Document Templates ............................................................ 11-3 Linking Files to a Contact Record ....................................................... 11-6 Printing Correspondence ..................................................................... 11-7 Faxing Correspondence ........................................................................ 11-9 Additional Correspondence Tools .................................................... 11-10 contents x Table of Contents Running Reports Overview ................................................................................................ 12-1 Selecting Reports ................................................................................... 12-2 Printing Reports ................................................................................... 12-11 Using Answer Wizard Overview ................................................................................................ 13-1 Understanding the Answer Wizard ................................................... 13-2 Using Answer Wizard .......................................................................... 13-3 Answer Wizard Report Categories ..................................................... 13-4 Navigating the Wizard ......................................................................... 13-6 Working with Favorite Reports ........................................................... 13-6 Running Reports .................................................................................... 13-8 Working as a Team Overview ................................................................................................ 14-1 Taking Phone Messages ....................................................................... 14-2 Delegating Tasks.................................................................................... 14-3 Tracking User Activity .......................................................................... 14-4 Additional Tools for Working with Others ....................................... 14-6 Sharing Information with the InfoCenter Overview ................................................................................................ 15-1 Navigating the InfoCenter ................................................................... 15-2 Searching the InfoCenter ...................................................................... 15-4 Synchronizing Data Overview ................................................................................................ 16-1 About Synchronization ......................................................................... 16-2 Synchronizing with your Palm/Visor ............................................... 16-6 Synchronizing with your Pocket PC .................................................. 16-7 Synchronizing with Microsoft Outlook ............................................. 16-8 Synchronizing between GoldMine Systems...................................... 16-8 Synchronizing with a GoldSync Server ........................................... 16-12 Additional Tools for Updating Data ................................................ 16-15 Glossary Index in this chapter... About this Guide GoldMine Resources Contacting FrontRange Solutions Inc. INTRODUCTION Introduction Welcome to GoldMine Welcome to GoldMine® ! GoldMineis the award-winning contact manager for individuals and teams, specifically designed for small- and mid-sized organizations to bridge the gap between traditional contact managers and complex Customer Relationship Management (CRM) solutions. GoldMine provides your organization with a powerful, comprehensive, integrated, automated solution to managing customer relationships. The GoldMine solution offers effective tools to develop contacts, conduct activities, and track progresstools that are available for both the individual and the workgroup. And with GoldMines synchronization features, users working remotely can stay current with the main company database. 2 Introduction About this Guide This guide introduces you to the main features in GoldMine and provide you with answers to your basic questions about how GoldMine works. For detailed instructions, consult the online Help and the for an explanation of the administrative functions, review Administrating GoldMine. Certain features described are specific to a particular product GoldMine Business Contact Manager, or GoldMine Sales & Marketing, and are enabled based on the license (D-License or E-License) and type of database used (dBASE or Microsoft® SQL Server). IMPORTANT: For detailed, step-by-step instructions on any of the procedures mentioned in this guide, please refer to the online Help system by selecting Help>>Help Topics. Audience and Expertise The information in this guide is intended for users who will use the many features of GoldMine. This material assumes users have a fundamental working knowledge of computers and a basic understanding of databases and the Microsoft Windows® operating system. System administrators must have a higher level of expertise. Document Conventions This document uses the following terms and syntax when explaining steps and procedures: Menu bar commands and the corresponding menu item are presented as File>>Print. This means you should select the word File on the menu bar, and then click Print in the dropdown menu. Dialog box, window, menu, and menu bar names begin with uppercase letters and are referenced in bold text when they are the result of an action. For example: Click OK. The Select a Data Source dialog box appears. Bold text may also be used if needed for emphasis on the first mention of that item. Introduction 3 Command buttons you click on-screen are referenced in bold text or pictured as they actually appear. Example: OK or Tips are presented in the margins to provide users with alternative procedures or with suggestions for using the feature. Notes are presented with a line above and below the paragraph; the word Note always appears in bold text. Notes provide information supplementing or emphasizing information in the text. General Notes are presented in the margins. General Notes contain additional information that can be pulled out of the text flow without affecting the actual content. Important Notes are presented with a line above and below the paragraph; the word IMPORTANT is always capitalized and appears in bold text. Important notes provide information essential to the text. Warnings are presented with an Exclamation icon and contain bold text. Warnings alert users that failure to read and use information provided may result in functionality and/or data loss. Cross-references are presented with a book icon . Crossreferences inform users that related or additional information is available in another topic or manual. introduction Cautions are presented with an Exclamation icon and contain bold text. Cautions alert users that failure to read and use information provided may result in data loss. 4 Introduction GoldMine Resources Documentation to help you understand and use GoldMine is provided in multiple forms and locations. GoldMine Manuals GoldMine offers the following manuals to help you get the information you need: Whats New in GoldMine: This guide provides an overview of the new features of each release. Using GoldMine: This guide provides an introduction to the main features of GoldMine. Administrating GoldMine: This guide provides an introduction to the main concepts and features of GoldMine administration. GoldMine Installation Guide: This guide provides installation and setup instructions for GoldMine. IMPORTANT: These manuals are available in PDF format on our support Web site at support.frontrange.com. Online Help GoldMine provides an extensive online Help system. This convenient feature allows you to access step-by-step instructions, overviews, checklists, tips, notes, definitions, dialog box descriptions, and reference information without having to look past your computer screen. To Access Help Choose commands from the Help menu located in the modules main menu bar. Press F1 to access Help directly related to the active dialog box. Introduction 5 Our Support Site Do you have a technical question about GoldMine® or HEAT® products? FrontRange Solutions Support is there to answer your questions and make sure you get the help you need. Visit: support.frontrange.com Select the appropriate section on the navigation bar for quick solutions to technical issues. Contacting FrontRange Solutions Inc. U.S. Contact Information Corporate Headquarters: FrontRange Solutions Inc. (a Delaware corporation) 1125 Kelly Johnson Blvd. Colorado Springs, CO 80920 TEL: 800.776.7889 and +1 719.531.5007 Worldwide Contact Information Visit our Web site at www.frontrange.com/International Sites.asp to find contact information for FrontRange around the world: Asia Pacific Headquarters Europe Middle East Africa Headquarters Northern Europe (United Kingdom, Eire, Sweden, Norway, Denmark, Finland, Iceland) Western Europe (France, Benelux, Middle-East) Central and Eastern Europe (Germany, Austria, Switzerland, Eastern Europe) Southern Europe (Italy, Spain, Portugal, Greece, Cyprus) South Africa introduction 6 Introduction in this chapter... What is GoldMine? Maintaining Contact Information Managing Activities Managing Sales Communicating with Others Analyzing and Reporting Synchronizing Data Automating Routine Tasks CHAPTER ONE GoldMine Overview Introduction GoldMine® puts all necessary contact information at your fingertips. Most organizations, particularly those geared toward sales, need to track not only the contacts, but their histories and pending activities as well. Customer service, sales, management, and accounting teams must all be able to communicate internally about prospects, clients, and vendors. GoldMine integrates each teams contribution into efficient, team-based workgroups by relating all communications and activities back to the contact. For the GoldMine administrator who manages the system configurations, the application provides the capability to create users, customize contact records, set security, configure Automated Processes, manage databases, maintain databases, and administrate GoldSync ®. See Administrating GoldMine for an overview of the administrative options. 1 1 1-2 GoldMine Overview What is GoldMine? GoldMine is a set of customizable tools revolving around the Contact Record, enabling your organizations personnel to interact effectively and efficiently with contacts. It allows them to schedule, automate, and track activities associated with each contact. Whether you work alone or with others, GoldMines flexibility and synchronization features keep you current with all your contacts, whether they are customers, prospects, or vendors. During a typical work day, you can use GoldMine to: Quickly look up information about your contacts. GoldMine associates all activity, sales, and correspondence with each contact, so you can retrieve all relevant information for an individual from one place. Schedule, track, and complete your activities, from 15minute telephone calls to week-long events. Plan and record an individual sale or large-scale sales opportunities that require a team to complete. Managers can use GoldMine to assign quotas and track actual performance during a quota period. Maintaining Contact Information 1-3 Send and retrieve e-mail from your Internet e-mail accounts. You can also set up your own system to organize e-mail in categories that work best for you. Print and fax letters, memos and other types of correspondence. You can use GoldMines filters and groups to target your mailings to the appropriate recipients, and work with customized templates to personalize correspondence. Manage the fulfillment of requests for printed literature, such as brochures and catalogs, to prospects and customers. Run reports, using one of GoldMines standard reports, a Crystal Decisions Crystal Reports® (if installed), or a custom report developed with GoldMines report designer. Update your contact and calendar information by synchronizing GoldMine with your office, or with other popular products, such as Microsoft® Outlook®, Palm, Visor®, and Pocket PC. Several programs can do all thisbut in one application GoldMine allows you to manage work to a degree not possible when using several separate programs. The following sections show how you can work smarter using GoldMines key features every day to increase your efficiency. Maintaining Contact Information Each time you or any user in your organization uses GoldMine to add a contact to GoldMines database, a Contact Record is created. The Contact Record is the basic building block from which all other information is generated. Each Contact Record is like an individual index card and has all the standard information, such as name, company, phone, and address. However, the amount of detail you can store and track on each record is virtually unlimited as you customize GoldMine for your organization by creating new fields for your Contact Records. overview You can use GoldMine to store a vast amount of information about each prospect and customer, yet find a specific type of information quickly. GoldMines method of categorizing information in tab folders puts this information at your fingertips. 1-4 GoldMine Overview Managing Activities Schedule, view, and complete activities in GoldMine for yourself and your team members. Activities you schedule for a future date and time are stored as records in GoldMines Calendar. Reminders and alerts keep you up to date. Once calls are made, appointments kept, and messages received, the information transfers from the Calendar and the related contacts Pending tab to the History tab, where is stored as a completed activity record. Do you want to check your schedule for activities on a particular day, week, or even a month? If you work with others on accounts, do you want to review all activities scheduled for one contact by all team members? You can view activities for users, user groups, for a particular date, or for a contact. You can use the Calendar to view activities by date, the Activity List to view by activity type, and the Pending tab on the Contact Record to view the contacts activities for the contact. Each activity record, whether still pending on the Calendar or completed in the history file, is directly linked to a specific Contact Record. Connecting activities to contacts establishes a relational link that you can use to track the progress of each customer relationship. Managing Sales Sales is the key activity for many organizations. GoldMine provides special features for planning, scheduling, and recording sales. Individuals can forecast sales that they are responsible to close. Managers can use GoldMine to assign and track sales quotas. GoldMine also provides a comprehensive set of features in the Opportunity Manager that a sales team can use to manage a complex sale composed of multiple components and participants.