Category Archives: Tip of the month

Create and send documents from within Oracle Sales Cloud

Do you want to make the selling and buying process easier for your sales team and your customers?

CRMNow are using PandaDoc within Oracle Sales Cloud to create, deliver and execute quotes and other sales collateral. As an integrated solution we are able to create a quote from a Sales Cloud opportunity, and then send, edit, track and eSign.

PandaDoc is feature rich and is able to create professional and beautiful templates and documents outside of Sales Cloud. We use Document Analytics to review when documents are opened and what content our customers are looking at.

If you would like to find out how PandaDoc can help your business, contact one of our sales team.


How to add a “Staging” banner in your test enviroment

Many Customers are often asking how they can tell between their Production and Staging Environments. This is now easy if you ask your CRM Administrator to complete the following steps:

  1. Click on Setup and Maintenance
  2. Search for Manage Administrator Profile Values and click on “Go to Task”
  3. In the Profile Option Code search for ‘FND_BANNER_MESSAGE’ – once this displays click on the green cross to add a value
  4. Select ‘Site” for the Profile level
  5. In Profile Value type what you would like as an example “Staging” and click save and close
  6. Click Sign out and then back in and the message will then display.

Oracle Sales Cloud – Extensible fields in Reports

When you include custom (extensible) fields in your reports, you might find that no results are returned. In fact, reports including custom fields might have worked perfectly well when you built them and no longer return any data.
To include custom fields in your reports you need to include a Fact to ensure there is a join between the out of the box data table and the custom data table.
For example, when creating a Customer report using Sales – CRM Customer Overview and need to include custom fields, include the # of Sales Accounts fact. Your report will now return all data expected.

Managing Sandboxes within Oracle Sales Cloud

We plan to run a session to inform all users who are using Oracle Sales Cloud how to best use Sandboxes within their Production and Staging Environments.

Within the session we will cover the following key topics
•When you need to use a Sandbox
•Sandbox Best Practices
•Managing Multiple Sandboxes within any Environment

Session will be 30 minutes delivered over GoToMeeting and is limited to 5 people and will be run on a first come first served basis in June. Meeting will be scheduled once individuals have been confirmed. At the end of the session handouts will be provided to ensure everyone has everything they need to move forward.

If you have other suggestions for sessions that you would like us to run or would like to confirm your attendance at this session, please confirm via the Contact Us form here.

Creating Themes in Classic UI for Sales Cloud

Stumbled on the following details that look to be still undocumented by Oracle. Here is how you can create a theme for the Classic UI within Oracle Sales Cloud by completing the following process:

  1. Click Navigator -> Setup and Maintenance
  2. Search and Go to Task “Manage Menu Customizations”
  3. Expand Customization
  4. Highlight Themes and Show Component
  5. Click Close
  6. Now go to the Navigator Menu and Customization and then Themes

Now you are ready to start the process  – enjoy!

Regulatory hurdles end cloud pilot

Read the following article on why Individuals within the banking and finance industries should all be asking the question as to where their  Customer data is stored. Following details on the crack down from financial services watchdog APRA.

Oracle Sales Cloud is hosted within the Sydney data centre and within months all backups will also be stored within Australia with Oracle opening a second data centre in Melbourne.

Read the article here

Release 8 Upgrade – Sales Cloud

We have been spending some time recently assisting Customers on their upgrades to Release 8 and throughout this process we have come across some points that Customers need to address in their upgrade to from Release 7 to Oracle Sales Cloud R8. Oracle have summaries these perfectly in the following presentation I suggest you make time to read this if your about to go through this process.

Once of the key activities i would like to raise is the need to reset Customer and Contact pages as well as the patch bundles that will display “Show More”. If you have any questions on this or how CRMNow can assist you please contact your sales rep for more information.

Using Social Media to Improve Customer Experience

I can’t stress enough the importance of social media when working towards improving customer experience. We’re far more connected now than ever with product/service positives and negatives which are open for public discussion on our popular social media platforms.

I came across an interview with David Mingle, Director of Customer Management and Erich Marx, Director of Marketing at Nissan where they share how “Nissan Embraces Social Media to Improve Customer Experience”.

Listening & Responding

Just by listening to customers and engaging with Nissan’s audience as to what they wanted to see on Nissan’s social media websites, Nissan quickly understood there was a strong passion for sports and performance motor sport vehicles. In response to these findings, Nissan created a Facebook page dedicated to sports motor vehicles which received 3,500 likes in its first week.

It must be noted that sports motor vehicles were not a passion or something of great interest to Mingle or Marx yet they committed to this page purely for the customer. The marketing department used grass root organisations that they had contact with to spread the word about the page which went virally very quickly.


As well as this, the marketing department saw an opportunity to build an experience for a niche market of customers surrounding the electric car, the Nissan Leaf. They also mentioned that customers of this particular brand do not profile anything like the typical Nissan buyer – a niche market.

The experience was based on leveraging social media and the website by building a platform and a sales process that no other company in the automotive industry has been able to do. This approach saw the first 2 years of vehicles sold out through demand before the first car was delivered. Nissan was able to attribute the success of the sales people, who outperformed their peers, to the online presence and specifically conversations on Facebook.


One way the team bridged gaps between social and service was through the opportunity for deflection, or the ability to allow people to help themselves. There was engagement between the customer and company without having to contact a call centre. Both Marx and Mingle agreed that resources dedicated to social media marketing was the biggest challenge that needed to be overcome.

Customer Centric

Another great YouTube video I came across when researching this topic was called “Social Media Customer Engagement Best Practices” with Senior Vice President of Citibank, Frank Eliason, discussing online engagement. Eliason believes the application of best practice online engagement is best represented by Nike’s social media page. He believes that Nike post solely what the customer wants to read about.

Nike have completely taken themselves away from the messaging and have focused on delivering content in response to customer request. This is one of the most valuable tips I have come into contact with having read countless whitepapers on social media and customer experience. As soon as both B2C and B2B companies can incorporate this into their social media strategy, they will gain traction through their marketing campaigns.

Top 5 Tips:


  1. Don’t provide content that you want your audience to read about without asking them exactly what they would like to interact with first. For example, if the majority of Jetstar followers would prefer to read about deals and low cost flight specials, revolve your content around this.
  2. Have multiple product pages – Create unique pages for your products or services targeting your niche markets or profitable customers.
  3. If you decide to commit to a profitable Social Media Campaign, assign adequate resources to the job. Many companies are hiring specialist social media marketing individuals to own these projects and generate advertising into dollars. Is this investment worth it for your organisation?
  4. Measure customer experience and measure your social media campaign. This can be done by providing incentives for customers to walk into your store and receive a 10% discount for ‘liking’ a post or ‘following’ you on Twitter. Ask you customers as they walk into the store “how did you hear about this deal?”or “are you following us on facebook?”. One great example of a competition for online followers is Melbourne’s Whoopie Pie Bakery. They Post: “Ok bakers – the competition is still on. Get baking at home, whip up your own version of the famous Whoopie Pie! Take a photo of you and your creation and get as many likes as possible”.
  5. Target affiliated partners to assist you in getting your social media ball rolling. Use all the help you can get!

Let your analytics guide you to a successful e-newsletter

Here’s a hard fact – Not everyone is interested in everything you have to say in your monthly e-newsletter. At CRMNow, we are fortunate enough to have email marketing as part of our Customer Relationship Management (CRM) system, Oracle CRM On Demand Marketing (CRMODM).

CRMODM provides us with valuable analytics surrounding our open rates and click throughs to test the success of our outbound communication campaigns. We’ve been sending monthly e-newsletters for a short period and were not initially certain as to what our readers wanted to hear from us. There are stories in our e-newsletter that continue to outperform the other articles and the analytics provides a level of insight so we ‘know’ what has worked and what hasn’t.

Click Here to read our Blog about the CRMNow Lead Nurturing Campaign and our e-newsletter strategy.


Do you have the ability to know if your e-newsletter is successful? Do you have the analytics in place to measure its’ success. If you are not getting the click throughs you were expecting move on! Learn from your mistakes and substitute your unpopular stories with more engaging content. Be prepared that this will not happen overnight and will require constant monitoring.

You need to stop ignoring the data that is telling you what people like and don’t like because you think you know your audience. You will be forever moving in circles and all that you will achieve from your email campaign is an increase in the number of readers clicking the ‘unsubscribe’ button.

Remember that your e-newsletter is not the only one that your clients are receiving, so:

  • Stand out from the crowd with unique content.
  • Build on your popular stories and replace those that aren’t getting a reaction.
  • Ask yourself: What are the most exciting things happening in my business at the moment?
  • Test your stories an keep a close eye on click through rates.
  • Ask your close clients what they would they like to hear from you?

As mentioned before, this is not an overnight fix and may contain a degree of trial and error. The secret is measurement, knowing what to measure and then responding to your findings.

At CRMNow we recognise that we need to trial a few of our topics to really address our subscribers’ pain points. As a starting point, use this process to tailor the messages in your e-newsletter. In our most recent e-newsletter our most popular story was our North Sydney office renovations with clients clicking through to see the images. This does not address client pain points, but it is of interest to those who have been here before.

Use the data that is available to you to tailor your e-newsletters to what your audience would want to read. Too many companies ignore this and fall into a hole. Dedicate time and effort into your email campaign and respond to current trends and you will be sure to have happier clients and subscribers.

An article I came across addressing “Tips For What You Should Include In Your Newsletter: Autoresponder Series” asks 4 questions to the individuals that are in the process of compiling their e-newsletter content:

  1. If you have subscribed to any e-newsletters, what type of emails make the greatest impact on you?
  2. Which topics do you like to read about?
  3. Does exclusivity matter to you?
  4. Is it crazy using an email filter i.e. Outlook rules to funnel key words into a folder to be ‘read later’?

    Ask yourself these 4 questions before putting your content together and use your analytical results to compose an attractive e-newsletter.

Big Data – Better Management & Solutions

Before you read on be sure to ask yourself one question – Am I managing big data in my organisation effectively?

It’s no secret that “Big Data” or digital information must be managed efficiently in order to prevent lost buying opportunities according to Joe Cordo, author of ‘Top 5 Marketing Trends for 2012’. Cordo believes business people need to be aware that this data may include the accumulation of:

  • Documented conversations
  • Client information
  • Internet research and;
  • Reporting etc

I believe that in order to really manage this all important information is through, like anything, organisation. There are solutions out there that make your life easier and provide your organisation with the right tools to utilise this data to its potential with the simple click of a button.

Customer Relationship Management (CRM) allows you to better manage your “Big Data”. Effectively used by sales people, Oracle CRM On Demand allows you to store significant amounts of data in the ‘cloud’ (Knorr & Gruman) enabling you to manage your sales process, and better utilise the data you have stored.

You may be thinking that CRM systems are a huge operation and can be overwhelming to implement and use – the answer is no! We encourage organisations to start small and grow at their own pace starting with maybe 40 users and potentially growing 2000 + users when the time is right for the organisation. The team at CRMNow will work with your team and hold your hand through the process allowing you to maximise the outcome of your CRM system. Part of this process is understanding the impact of Big Data and how to best share and access this data across your organisation.

We’ve found many white papers and other publications relating to big data. Various thought leaders are helping to make business people aware that big data must be managed in order to be utilised effectively. However, there aren’t a lot of solutions out there as to how to do this! Oracle CRM On Demand is one solution that will benefit your organisation and will provide you with some structure to better organise your big data.