Where the Gold is CRM and E-marketing

Salesforce and Pardot ( or Marketing Cloud emarketing tools) they dynamic duo…!

Salesforce CRM

There is no doubt in my mind that Sales is the hardest job in any company. Unless you have been in sales you simply can not appreciate just how hard it is to sell. Every day you know your going to hear no more often than yes.  Selling is a Team Sport, it takes folks in Marketing on the front end to generate products and customer interest as well as folks on the back end to provide products and services to be sold.

There is a great scene in the Movie Glen Gary – Glen Ross where Kevin Spacy holds up the “Packet of Good Leads” that Mr. Glen Gary – Glen Ross have obtained. When sales are down Marketing is told or more likely blamed because the leads are bad. Well in the old days like in the early 2000s the Sales Folks may have been right (Maybe not) in the past 10 years we can now track and score buying behavior to the point where nearly all the junk leads are gone, and the remaining leads have good prospects. That is the power of combining your CRM with and emarkeing tool like: Pardot, Marketo, Hubspot etc.  Of course this does not happen due to fairy magic. There needs to be feed back from the sales team on what’s working and what’s not working.

Having a good model leads worked by inside vs out side sales. Identify and model your leads path through the sales process. Which leads are successfully sold via inside sales, your website or by outside sales the answer may surprise you. Managing that model is best done in your CRM. As I hear someone once note: Ideas are great, but bring data to back it up…! Don’t get caught up in Sales Fantasy versus Sales Reality it’s in the numbers. 

Ties sales and marketing working together as a team, score and grade leads by Sales Closed Won, ROI Sale By Sale, and Cost of Lead Acquisition are some key numbers to consider.  Next  tie your CRM back to your Accounting Software you can close the loop on what sales are closing profitably and those that are weak. Not all business is good business.

What is Lead Scoring and Grading ?

Scoring is based on the Leads online activities, such as attending webinars, downloading white papers & case study’s, watching your videos etc. Some activities are scored higher than others, for example watching a 45 min webinar probably has higher value than simply visiting your website.  

Grading is explicit information provided by the prospect such at Job Title, Department,  Location, Company Size, answers to qualification questions, Lead Source, Demographics  etc.

For us to even create a lead it must be a Marketing Qualified Lead MQL. We compare the New Leads against our model keep the wheat and archive the chaff. Then we nurture the lead until it reaches a Score and Grade that make it a Sales Qualified Lead SQL then it is sent to Sales for immediate contact. Sales is revealed of the task of cold calling freezing cold leads, a SQL is most typically a warm lead. When the lead is either sold or discarded we can evaluate it’s value, cost of acquisition and success rate. Those numbers are critical to adapting the MQL and SQL evaluation process, it only gets better with time.

I can’t imagine any of this is relevant in your situation, on the off chance you are frustrated with emarketing, CRM we may want to talk.

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Customer Service as a Profit Center

Well my first experience in customer service was as a Tier 2 Tech Support person, if the customer service rep could not solve the customers problem it got transferred over to me. At the start of my first day on the job I The Vp Of Marketing and Sales had me in their office they said “There’s people in the back – factory that make things, and people out in the field selling things, then there’s you who we have to have, and you just cost the company money.” With such an inspiring start to my career at that firm one need not wonder why they, were bought & sold a bunch of times until they are well, they effectively no longer in business. I’ve heard it said treat your employees they way you want them to treat your customers. The culture of a company reflects the top and what the top rewards gets done. So what does a frustrated, angry customer cost? Bad news travels fast these days and it can cost you the whole company.

Outside Sales Is Very Expensive

How many times have we heard it costs 10x 20x 100x to acquire a new customer than keep an existing one? Yet exactly how many times have you seen or experienced a company that has a clearly defined strategy that they execute on to do so? I recently took a Salesforce CRM Trailhead class on this topic and thought I would share my key findings with you.

Proactive Customer Service Methods

Good regular check ins work best when you understand the customers preferred communication methods and style this is best tracked in your CRM. For example does this customer prefer email or a text? Track this info, some folks hate getting texts from companies or emails or posts etc.

Regular Personalized Check-ins: Reminded me of what Sales Trainer Tom Hopkins taught me: Don’t send Christmas Cards everyone does that, instead send 4th of July Cards, Thanksgiving Cards or if appropriate Birthday Cards. Acknowledge Significant Milestones: Such as years as a customer, hitting Bronze, Silver, Gold status due to purchase level, etc.

Product & Service Communications

Product Life Cycle: no product lives for ever, if your product buy cycle is 24 months, having a program to reach out to customers at 20 months will be appreciated. The same goes for products that need service, a friendly reminder with a discount is often appreciated. Advice on expiring warranties: Contact customers before the warranty expires and offer extended terms or service reminders, or maybe an upgrade.

Thanking Customers

Again at my first customer service tech support position one of the field sales people thanked me for going the extra mile. They were surprised that I was so grateful for my hard work being acknowledged. Then their light bulb went on and they said “Ya they hand out complements around here like man hole covers!” Since I don’t know if I could even pick up a man hole cover much less hand it to anyone it creates quite the picture. Other than perfunctorily & obligatory business thank yous do you all take those next steps to thank customer and employees that serve them?

Give them a shout out online: On your Corp website, Social Media (if they agree), a personal call from Sr. Management, get creative. Thank You Gifts: Put a little something extra in the box when shipping the order, maybe a product sample, or leftover trade show gifts. Get creative.

Develop Customer Advocates: In our social media driven world it is peer to peer advocacy – word of mouth – tweets that have far more weight than all the ads on the internet. Your customer are often part of social networks that are beyond your reach. a Gentile ask from a familiar Customer Service Rep is often all it takes to gather up a bunch of positive comments & testimonials.

Your Customers Service Center need not be a sunk in cost for solving complaints & problems. It can be a profit center when used correctly. It should be the key part of the strategy to retain customers. By partnering customer service with sales & marketing to drive your efforts it will amplify your brand message. When it comes to communicating with customers Customer Service has a level of trust that sorry to say Sales & Marketing doesn’t. This gives them a huge leg up when softly suggesting add on’s or when gathering information.

A large part of this post was derived from the Communications Skills for Customer Service Salesforce Trailhead Badge Link here: https://trailhead.salesforce.com/content/learn/modules/communication-skills-for-customer-service-agents

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Cyber Security – LinkedIn

Recently I got a LinkedIn message from a business acquaintance that I had not had been in contact with for awhile. The message was innocuous enough what got my attention was a file link to a file sharing software site. Since I was not expecting the file nor was it a person I share files with, my alarm bells went off. I responded to the message that they should call or e-mail me as I did not open links unless I knew what it was about.

Later that day we talked via phone and yup their LinkedIn Account had been hacked. They had received a similar message and unfortunately clicked the link. The link downloaded Malware to their machine and then compromised their LinkedIn profile, then sending Malware laden messages to all of their contacts.

Now they were in the process of dealing with having to re-gaining access to their account. Their suggestion was to enable the duel verification feature of your LinkedIn profile. So when you log in it requires a response from your phone or authenticator app. Great advice. See the sample screen shot on how to do it below it is easy.

Go to your profile (Click on your Picture top of page on right) Then look at the drop down for Account then just below that is Settings & Privacy. Then go to Login and Security scroll down the the section with Two-Step verification and turn it on, easy.

Hope this helps. On the off chance you have concerns about Cyber Security for you Salesforce instance it might be worth a short conversation.

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Cyber Security 101 Part 4 Crooks are in for 197 days on avg before discovery….!

Imagine if you will a robber breaking in to your business or home and cleaning you out for 197 days before you discover the break in. This is what is happening every day, Cyber Thieves are able to run wild in your network for that long on average before being discovered according to a ConnectWise.com webinar I attended.

Here are 15 ways to protect your business from Cyber Attack, many are simple and easy to DIY others will require the support of IT Professionals. These 15 Ways are a great conversation starter with those that are responsible for your IT System Security.

15 Ways to Protect Your Business from Cyber Attack

  1. Do a Security Assessment
    It’s important to establish a baseline and close existing vulnerabilities. When was your last assessment?
  2. Use a Spam Blocker
    Secure your email. Most attacks originate in your email. We’ll help you choose a service designed to reduce spam and your exposure to attacks on your staff via email.
  3. Complex & Regularly Changed Passwords
    Apply security policies on your network. Examples: Deny or limit USB file storage access enable enhanced password policies, set user screen timeouts, and limit user access.
  4. User Security Awareness
    Train your users – often! Teach them about data security, email attacks, and your policies and procedures. We can provide cyber security training to your members of staff.
  5. Advanced Endpoint Detection & Response
    Us Anti-Virus & Malware Software to protect your computer’s data from malware; viruses, and cyber attacks with advanced endpoint security. Today’s latest technology (which replaces your outdated anti-virus solution} protects against file-less and script-based threats and can even rollback a ransomware attack.
  6. Two Factor Authentication
    Utilize Multi-Factor Authentication whenever you can include your: network, banking websites, and social media. This adds an additional layer of protection. So even if your password does get stolen, your data stays protected.
  7. Software Updates
    Keep Microsoft, Adobe, and Java products updated for better security. They often provide automatic updates and security patches.
  8. Folder Permissions
    Review all of your files to make sure only the authorized people have access. Create an approval process for new employees and review existing access at least once a year.
  9. SIEM/Log Management (Security Incident & Event Management)
    This Technology uses big data engines to observe events and security logs from your covered devices. Using this engine to protect against advanced threats and to meet legal & compliance requirements.
  10. Web Gateway Security
    Cyber Security – Internet security is an un-ending race. Sophisticated cloud-based security software identifies web & email threats as they emerge on the internet. Then blocks them at the network level within seconds – before they even reach the user.
  11. Mobile Device Security
    Cyber criminals often try to steal data or access your network by way of your employees’ phones and tablets. Limit access and require long complex passwords.
  12. Have a Firewall
    Install and verify your Firewalls Intrusion Detection and Intrusion Prevention features, for your network, PCs, Tablets, Mobile Devices etc.
  13. Encryption
    Whenever possible, the goal is to encrypt files at rest, in motion (think email) and especially on mobile devices. Encryption stops your data from being readable, a VPN will do this automatically.
  14. Backup
    Backup using 3 methods and 2 different technologies. For example 1. Backup to the cloud. 2. Offsite Hard Drive 3. On site Network Accessible Hard Drive. It pays to have an additional offline backup for each month of the year. Test your back ups to make sure they have all of the data you want to protect.
  15. Disaster Recovery
    Create a detailed plan to speed your business recover and get back online in a timely manner.

Buy Cyber Insurance
When your bottom line depends on your data it may be necessary to buy Cyber Crime Insurance.

On the off chance any of this applies in your Salesforce instance it might be worth a quick conversation to discuss it.

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Cyber Security Part 3, UC SF pays $1.14 Mill Ransom

Cyber Thief’s are not just extorting money out of the Big Dogs anymore they have worked their way down the food chain even hitting individuals for ransom. How do they do it? They have automated tools that look for vulnerabilities, and target businesses, or organizations that have an open architecture. Universities are an easy target with the high student turnover. There is also the desire to allow a lot of sharing of information. Many times folks in academia are very focused on research with little time for complicated Cyber Security Protocols. The IT – Cyber Security team is an afterthought.

June 2020 BBC News Reports that $1.14 Million dollars was extorted from University of California San Francisco CA by Cyber Criminals using Ransomware. The initial demand was for $3.0 Million Dollars in Bit Coin to unlock the encryption of their data. After a series of negotiations the University eventually paid $1.4 Million and got access their data. Full Story here: https://www.bbc.com/news/technology-53214783 That does not mean that the Cyber Criminals have been permanently excluded from their system. Nor does it mean that all or part of their data won’t be sold to other cyber criminals. Once you have been compromised it is critical that IT identify All of the ways those criminals got into your system, then plug those hole ASAP.

A common vulnerability is having an Open RDP that is IT or more often Contractors with Remote Desktop Protocol (RDP) access. Should one of those folks get hacked, every device that they have access to is now vulnerable. Access should be terminated as soon as the need to access that machine is over. Also have clear procedures to remove RPD access from Employees and Contractors who leave your organization.

Another tool is to set your fire wall to prevent access from foreign IP addresses, that is if you have no need to allow access from outside your home country. As hackers will often route their attack through multiple and ever changing IP addresses during their attack some firewalls can stop access when the IP addresses represent Impossible Travel. So if at the start of the access attempt the IP address is in Toronto Canada, then a few minutes later it is coming from a Mexico City, Mexico IP address that is and impossible distance to travel in a few minutes and the software can be set to block it.

Even web based SAS Software such as Salesforce can be compromised. Having good security protocols in place will create a high wall for Cyber Criminals to climb. On the off chance this is a concern in your business it my be worth a quick conversation.

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Cyber Security 101 Part 2

Good cyber-security is a lot like protecting your home from robbers. We want to layer the defenses. For a home you might have a fence with no trespassing signs around the yard. Doing so will restrict access like the neighborhood kids and stay dogs. Net we have doors with dead bolt locks, maybe bars on the windows. Install an alarm to alert the police. For valuables a safe etc. Each layer will stop some level of intrusion, and we put the strongest layers around the most valuable Items.

Cyber Crime is hitting even Small Businesses

We need to define what data & software is most valuable and most vulnerable. In part one we talked about having a good anti-virus software, a strong firewall and two spam blockers one at the server level and one at the PC level. In Part 1 we also talked about training your team to recognize spoofed emails and do their part in cyber-security. As 91% of Hackers gain access through a phishing email that got opened by one of our own people.

So what is the next layer we need to add? Two factor authentication – Dual Factor Authentication. Yes this can be annoying having to remember our User Name, Password and then enter a third code we get via Text (Or different email address). Yet it is one of the best ways to prevent access because it requires access to another device or secure email or phone. This combination creates a major hurtle for a hacker to overcome. There are several ways to use it.: 1. upon initial set up to verify the IP address and pc you are using, 2. when ever logging in from a remote location – non-company IP address 3. Every single time a person logs in.

Two Factor Authentication is like having 2 locks on your Data

The biggest advantage when using Two Factor Authentication is Even If a Hacker gets your User Name and Password they still can not log in with out the Second Factor – Code send usually via Text.

Complex Passwords are the Next level of security, it is important to have password security policies for our people to follow. Having a great front door with a strong deadbolt lock won’t do any good if the door is left wide open all day. The same is true for Cyber-Security. Common policies are: Long Complicated Passwords that are not iterated when changes, that is the old password is reused with a 1 at the end then next time a 2 etc. Have more than one password. A different password for access for access to different software’s, that way if one is compromised they hacker does not have the keys to the kingdom.

Make compliance with Cyber Security Policies easy for example:

To create complex yet easy to remember password is: A. Use a maternal relatives hometown, B. combine that with the numbers of a relatives address C. then pick the name of your favorite candy as is kid. D. combine them in a string with a few Caps E. Sprinkle in a % * ! ? . Now you have a easy to remember password that is complex an if you write out a few clues to help you remember it would be very difficult to get them all. Be creative. Things to avoid: Dates of any sort, you children names, School names, pets names etc all of this is often on social media or easy to guess.

Example: SanFranSisCo987IcePops#%^

Next test the system, send folks a phony email from an email address they don’t know. See if they open it. It is easy to set up as many email addresses as you want to test your people. Reward those that catch on and Report the intrusion attempt. Then privately re- train those that get fooled. It is always a work in progress because cyber criminals are always looking for a new way to steal your data.

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Cyber Crime & Security 101 for Small – Medium Biz Part 1

Photo by Saksham Choudhary on Pexels.com

Excuse to do nothing number one….. “Well my business is way too small for hackers to even notice or care about”…. Well until it happens to you that is. I was at a WordPress User Group a few years ago and one of the folks attending was asking for help, his computer was locked up by a hacker using ransom ware and wanted $350 in Bit Coin to unlock it. Several months ago a Orange County Company (Several $100 Mill in revenue) got hit with ransom ware, they didn’t pay and it took them nearly a month to get fully up and running. So how long can you afford to be with out access to your network?

Excuse to do nothing number two…..”My data isn’t anything a hacker would want, it isn’t all that valuable.” Well you are right it isn’t valuable to the hacker, but is valuable to you and that is what the hacker is depending on. Just how long could you last without access to your: Customer Contact List – CRM, Email, Accounting Software etc.

We have defied the problem now what is the solution? There is no magic bullet software that will provide 360 protection all the time everywhere. It is only by layering the protections and methods I will discuss that we can have a good affordable level of protection.

The place to start is with people as 91% of attacks get in with a phishing email. You might be thinking I would never fall for those lame poorly worded spamey phishing emails that all end up in my spam blocker. That is not what Cyber Criminals – Hackers are doing these days. They prey on people who want to be helpful, like customer service and sales, folks who are trained to help. These Cyber Criminals are sophisticated professional criminal syndicates who are running a “Business”. Before even sending their Phishing Email they do their homework many times on social media. They craft an email that looks like it is coming from someone you already know.

So how do we defend against this type of attack. Here are some suggestions:

First and foremost: Train your people to Not Open any email unless they know who it is from and if it looks suspicious verify the sender by Hovering over the Senders Email Address by holding the mouse over the email address to see if it is spoofed. See example below we will look at the two flagged emails below:

Examples of Spoofed email addresses possibly from a hacker – cyber criminal
Spoofed Spam Email actually from generaldandienoah2@gmail.com
Spoofed email not from McAfee but from Info@rifleassureance.com
  1. Install and use a good spam blocker at Both at the Server Level (if you use a server that is) and the Personnel Computer level .
  2. Train your people If they do not know the sender or if they are at all suspicious of the email and it contains links Do NOT click on the link.
  3. Have policy’s in place for personal email and access using company computers.
  4. Keep your operating systems software up to date they often include patches that help keep the bad guys out.

Play the odds, since 91% of Hackers – Cyber Criminals gain access using phishing emails do your best to stop them right there. The first and often best layer of protection from Cyber Crime is trained people. A well trained team will make it much harder for a hacker to gain entrance to your system. If you make it hard they will often move on to an easier target.

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Selling During a Pandemic? Whats working Whats Not……

Not Working:

Trade Shows

IMG_4754        Door Knocking – Walk ins

Emails expressing our companies concern for your health & safety …etc etc

So what is working….?

Well I jumped into to a Sandler Sales Training Presidents Club meeting to find out. A group of diverse Sales Professionals selling everything from Real Estate, Big Plates of Steel, to courses on how to trade Stocks.  Some folks are brand new to sales others are seasoned professionals seeking to up their game.  We met online this month to learn and share our experiences.

The first thing we are all dealing with is our own reluctance to get started selling. No doubt these are unusual times.   Our Coach said true and you get a few minutes to complain about is then move on. Do not become a Deer in the headlights, the road to success is littered with flat Squirrels that did not get moving. Focus on the things we can control Now & get moving! Business is still being transacted. All crisis are temporary, we need to do the work now that will prepare us for when things return to normal.  The first thing that needs to start working is us…!


The Phone…!

What is working is calling on the phone. Yup plain old cold calling. The Pros in our group were finding that customers and prospects are picking up and returning calls.!  Start by using your CRM to make a list of existing customers then a second list of leads. Our approach needs to be different that typical cold calls pushing our product.  To loosely quote Coach Chris Jennings “Sales is helping people to solve problems that they could not solve without our help.” We need to acknowledge the reality of the situation, by asking our current customers and prospects how are they adapting to the current situation.  Our dialog with them needs to recognize the reality of the current situation, from their point of view. Listen to what they are dealing with, be a sympathetic ear.  Approach them with the attitude of how can we contribute to your success during this crisis?

Think more broadly, many folks are feeling isolated. We can be creative with our support and approach. Online meetings can give us all a sense of normalcy. We can do one on ones on the fly or get everyone in a virtual room. We all have time now to look at an act on things that we “Didn’t have time for” in the recent past. Is there Online live training we can do? New CRM Software installation is often predicated on having down time during an extended holiday, or inventory of stock – ware house, maintenance etc. Our Imagination is our limit. We have a golden opportunity to “Catch Up” on things that are often blocked by the ongoing flow of business. Our customers & prospects are feeling stressed and need our expertise.

I don’t suppose anyone is interested in continuing this conversation? If you are you may want to go to http://www.lrn2sell.com to learn more about Sandler Sales here in Orange County, CA.

On the off chance you are interested in a CRM  I can be contacted at Phil@salesforcemaven.com




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Don’t Let 19 ruin your 20

Don’t Let Covid 19 ruin your 2020…. This is NOT the New Normal

Building Your Post Virus Future Now..!

Just like the rest of us I have been cooped up in my home, alternating between being:  board, depressed, stressed out and distracted. A whole lot of my time has sad to say gone to waste,  chasing shiny objects, YouTube Videos, Wikipedia Rabbit Holes etc………  We are all facing a new experience being quarantined. This is like nothing within the living memory of most of us.  I remember my Mom talking about how in the 1930s if someone in the family had: Whooping Cough, Polio, Tuberculosis etc that the health department would post a notice on their door to quarantine everyone in the home. I thought those days were long gone. What is bothering me most is the uncertainty when will this end. Well I decided that I am Not letting this become My new normal. To paraphrase Winston Churchill If you are going through Hell… keep going don’t stay there..!

I read and article by the McKinsey Consulting Group and watched a webinar by Fisher Investments. They are both were confident that this will Virus Situation will come to an end, probably sooner that we think. Things will improve and we will all move on to a better future. So what do we do right now in the thick of it? One thing is to not beat myself up too much about my lack of productivity. Also going down Rabbit Holes is not productive.  The questions I have been asking myself this weekend are what can I do to move the needle in the right direction?

A number of ideas came to mind.  Until this all got started I had a regular schedule of activities based on my written Goals.

  1. Re-visit your goals and reset it to work to the best extent I can under the circumstances.  If you don’t have goals now’s the time to develop them My Take Goal Setting The Sandler Way 1 Goals 101
  2. List the parts of your goals that you can do then put them in your new schedule to do them.  For example I have a goal of doing 2 blog posts a month, there is nothing stopping me from getting way ahead, have the cued up and ready to go for the next several months in advance. There are plenty of Online Learning Opportunities, I have been taking a Sandler Sales Foundations Class ( Sandler Sales Free videos  and Fee Based http://www.lrn2sell.com)  and Free Salesforce Trailhead Classes ( Salesforce Trailhead Free Classes)
  3. After you have clarified what you can do and scheduled work on it every day. One of the skills I learned from Sandler Sales Training is the Ideal Week.  That is a schedule day by day of my activities that in an Ideal World I would do to meet my goals. In my business that means: Cold Calls, Warm Calls, Networking, etc. I block out times every week for these and other activities. Life happens so if we hit 70 to 80% of our Ideal Week we are doing well. Review your adherence to your Ideal Week at the end of your week and track it. Hold yourself accountable by tracking how well you stick to your ideal week. As David Sandler Said either you are working on your Goals – Plan or someone elses.  IdealWeek
  4. Get an accountability partner share your Ideal Week with them. Schedule a phone call once a week to review your adherence to your Goals.

In my schedule & goals I have Business & Personal Goals. I also will make sure I have time for breaks to re-charge my battery, spend time with family (on the phone or web), take breaks from my work.

This situation is stressful and taking more breaks may be needed, they need to be constructive and time limited or we risk getting sucked down a Rabbit Hole. Don’t let that Rabbit Hole become your New Normal.   Those that invest there time wisely will come out of this stronger than the competition.

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Cyber Security for Cloud Based CRM

Recently I heard about two companies who got Hacked (one a Multi Billion dollar Corp, the other about $150 Million). Neither one has gone public so I am keeping this on the low down. One got hacked due to a malicious email with ransom ware. Not sure how the other was breached. Both companies systems were down for an extended period of time, one for a week the other for several weeks.  They were both able to sort of function but they both were seriously impacted financially.  How long could you or your company run without email,  your ERP-MRP, and Finance/Accounting Software?

I am no expert on overall Cyber Security, my focus is on basic security and Salesforce CRM Security. The first step is to not depend on one single method to keep Hackers – Cyber Thieves out. They have gotten much more sophisticated and are global in scope. These are organized criminal gangs raking in big bucks through Ransom Ware that locks up your computer systems and they will black mail you for the key to unlock it. Even after paying some won’t even give you the key.

Being prepared with a disaster recovery plan and have ongoing training of Everyone who has Any Computer access. Often the basics will be a good start on keeping cyber thieves and hackers out of your systems. If  you don’t know who sent you the email don’t open it. Hover over it with your mouse and if they sender doesn’t match the sender that shows in the hover just delete it or put it in your spam folder. Some companies have a tool where you forward it to a special mailbox where their security team deals with it. A common ploy is to call you and try to get your folks to go to their website to show you what they want, it is a ploy as soon as you get on their site Malicious Software loads on to your computer.

Train folks on creating Strong Long Passwords, that are changed 3 -4 times a year. An easy way to create a long strong easy to remember password is ask the person to use: their Grand parents (Gran Nona) street name, plus last 4 digits of their childhood phone # (1234), then an aunt or uncles (Bob) street name. Example: Main1234Pennsylvania, then write on a yellow sticky, a code word for it, Nona, Home#, Unk Bob,  easy to remember but anyone finding that sticky would not have a clue what it meant.

Internal data Theft & Data breaches are far more common than external. Layer your security. Even if their account gets hacked many times only that persons data will be compromised. When an employee leaves lock them out ASAP, one of my clients had a former employee accessing Salesforce  for 6 months after termination! Limit what users can see and do. In Salesforce through the use of Profiles we can control the Objects that they have access to, all they way down to each and every field. Next through Roles and Hierarchies we can control what actual Data they can see or not see. Limit what they can do, should they have Read – Write Access or Read Only. Limit their access to working hours. Keep their access limited to their own company computer when logged in at the company office.


Backup your data, just because it is on the cloud doesn’t mean it can’t be lost. I can’t tell you how many of my customers don’t do backups of Salesforce. There are two reasons. First on the off chance Salesforce gets hacked. Second if your people accidentally or maliciously delete data.  There are two ways to do it. The first is using Salesforce’s Backup under Data Management, this will back up the whole instance. The Second is to create reports with all data on key objects like Accounts, Contacts, Leads, Opportunities. You can also use the Data Loader to extract your data. Decide the maximum amount of data you could afford to loose, 1 day, 1 week, 1 month. Then back up at least that often, store the data in 2 different places.  With memory devices so cheap these days it is great insurance against Cyber Thief’s & Hackers.

Obviously use a strong security software, providing anti virus protection and a firewall. I have used these for years. I find that anti virus is not enough, a good firewall keeps a lot more junk out.  The cloud is safe but your computer is the access point and if that gets compromised your cloud data is venerable.

By taking some basic precautions we can take a data breach from being a crippling disaster to being a solvable annoying business problem.

I don’t suppose any of this has happen to your business on the off chance it has it may be worth a short phone conversation.

Phil Sallaway



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