Proper training can benefit an organization in many ways.  Obviously, training can show employees the right way to use the system.  Even for those early-adopters, training can prevent users from learning bad habits.  And if the training is clear and straightforward and accompanied by a solid explanation of why the system is necessary, the laggards will be less anxious and more likely to adopt the system.

Below are five training resources that organizations should explore when implementing Microsoft Dynamics CRM:

1. Take a look in the “Get Started” pane and help files.  Microsoft provides quite a lot of guidance through these sections.  The content is generally short and direct, and users are able to keyword search and find answers to very specific questions.  People often overlook these built-in resources. 
2. Microsoft has set up a dedicated YouTube channel for Dynamics CRM: http://www.youtube.com/user/MSdynamCRM.  There are currently 48 videos, and most are very well done.  Some provide a broad overview of the system, but others are detailed demonstrations.  We highly recommend this. 
3. All CRM customers have access to CustomerSource, Microsoft’s dedicated site for customers.  CustomerSource provides online training, lots of self-support resources and a very active community forum where users can post questions and learn from each other. 
4. In addition to set up and customizations, most local partners can provide in-person training for customers.  This type of direct, in-person training can take many forms: small or large groups, on-site or off-site, full days or just a couple of hours.  Partners should be able to tailor the training to fit the client’s needs.
5. Last but not least, local user groups are a terrific way to see examples of CRM implementations and network with other users.  Check out the official CRM User Group site.  Most chapters have regularly scheduled events, and many have informational webinars and discussion boards.  It’s a terrific way to meet other users and share experiences.

In summary, launching a new system is a process.  No one, no matter how technically knowledgeable they are, will master CRM in the first day, the first week, or the first month!  So everyone needs some level of training.  Management needs to recognize this and provide the resources for employees to be successful.

2B Solutions, Inc. specializes in Microsoft Dynamics Customer Relationship Management (CRM) and mobile applications to improve the ability of businesses to respond to their customers and critical events from anywhere. Dynamics CRM offerings include deployment and customizations for businesses of all sizes in industries of finance, health services, education, retail, distribution, warehousing, and government. Our custom mobile applications include 2B-Inventory – a complete mobile inventory and store management application for retailers and warehouses. 2B Solutions has also developed mobile applications for mobile sales, asset tracking, and event tracking among others. 2B Solutions is a certified Microsoft Partner with competencies in Microsoft Mobility Solutions, Microsoft Business Solutions and ISV/Software Solutions.

by 2B Solutions, Alabama Microsoft Dynamics CRM Partner

Five Training Resources for Dynamics CRM is a post from: CRM Software Blog

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Here’s the good news, moving to a new CRM system doesn’t have to be difficult. Microsoft has recently released Quickstart guides for Dynamics CRM 2011, one for business users and one for those who will access Dynamics CRM mainly through Outlook. These guides give you step-by-step instructions for some of the most commonly used tasks in Microsoft Dynamics CRM.  A few of these include:

• personalizing your dashboard
• running a report
• filtering lists

 Better yet, if the instructions included on any of the topics in the Quickstart guide are not detailed enough for you, each topic heading is a link that will take you to a complete set of instructions for that task on the Microsoft website.

 Once you’ve had a chance to take a look at these Quickstart guides, we hope you’ll see that moving to a new CRM system does not have to be a daunting task. When you choose an experienced partner like us to implement your new system and then have easy to follow instruction manuals like these, getting a new CRM system up and running in your organization is simpler than you might have imagined.

If you want to learn more about Microsoft Dynamics CRM 2011 or are ready to get started on your own custom implementation, contact Intelligent Technologies  today! We look forward to hearing from you.

By: Laura Heinbockel,Intelligent Technologies Inc., a North Carolina Microsoft Dynamics CRM Partner

Quick Start Guides Make Getting Started with Microsoft Dynamics CRM 2011 a Snap is a post from: CRM Software Blog

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So I have made my case. But how do you even get started? First, you will want to figure out the capabilities of your current CRM software. Can you leverage it and the tools within to incorporate social media? Some CRM software solutions have advanced social media features while others are still waiting it out (to no avail, in my opinion).

Microsoft Dynamics® CRM, for example, is ahead of the game and paving the way for advanced social media management within CRM. Here are a few of our favorite features:

1. Monitored Activity: You can set it up so you have tracking abilities within social media sites to see who’s posting to your page or asking questions. Reactivity as well as proactivity is attained by having this insight. Notifications help companies stay on track and respond in a timely manner.
2. Basic Analytics: You can see the actual impact you’re having in the social media world, helping you analyze and adjust to create the most effective social media strategy possible.
3. Dashboard Management: All of this is possible through an easy-to-use and intuitive dashboard. Right next to all your other customer information and email.

Contact us at Sikich to learn more about adding social media features to your CRM. There’s no reason to delay the inevitable. Give us a call!

By Jim Drumm with Sikich, Chicago IL Microsoft Dynamics CRM partner serving IL and MO

Our 4 Favorite Ways to Add Social Media to your CRM Software is a post from: CRM Software Blog

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CRM for Associations is a new concept that’s taking hold within the NFP marketplace.  It’s CRM, but CRM that is tailored to meet the requirements and speak the language of today’s associations.  As a membership-based organization, you have members, events, campaigns, sponsors, and other sources of revenue.  Your challenge is to manage and interact with all of your constituencies and audiences more effectively.   A CRM for Associations solution helps you do that while also boosting revenue.

Most AMS systems are lacking in sales, marketing, and service automation.  They do just fine with operational management such as event registrations and dues management, but many of the sales and marketing features and functions they offer are either afterthoughts, bolt-ons, or poorly integrated into the overall AMS system.  They fall well short for organizations with more sophisticated requirements.

With a CRM system that is designed and built for associations, you can break out of the limitations imposed by traditional AMS.  A CRM solution offers many sales, marketing, and service best practices:

• Constructing your membership team more like a traditional sales team.
• Developing ongoing nurture marketing programs to capture new revenue.
• Establishing a measureable lead management process.
• Utilizing integrated case management to establish a high-end membership service program.

Where a CRM for Associations solution shines is in centralizing your sales, marketing, and service efforts for your membership.  You can manage the details of recruiting and retaining sponsors, donors, supporters, and members.  Plan and manage marketing campaigns of any size and complexity including direct mail and email marketing.  When a revenue opportunity is identified, you can track and manage it through the revenue capture process.

Microsoft Dynamics CRM is the foundation for our CRM for Associations offering.  We have taken the base functionality and customized it to meet the specific needs of membership-based organizations.  It retains all of the extensive features found in the base product but is extended and tailored to work for associations.   Here is just a brief list of its features:

• Access the system from within Microsoft Outlook or use it from a web-browser.
• Use the solution as a stand-alone application or as an integrated component to your current AMS solution.
• Create and automate marketing campaigns.
• Deliver personalized campaigns for specific members.
• Develop nurture email marketing campaigns for training, newsletters, and events.
• Track and report on marketing and revenue generation activities.
• Manage comprehensive buying and demographic profiles for all important constituencies.
• Provide top-flight service to members through integrated case management.
• Easily deploy the solution either on premise or “in the cloud”.

A CRM for Associations solution is a great alternative for any membership-based organization looking to grow its revenue. This new concept is being adopted by many leading organizations today and forms the foundation for better, more effective sales, marketing, and service management.  And the best part is that organizations are seeing improved success in generating non-dues revenue.  You can too.

Contact Steve Kane (skane@broadpoint.net and 301-634-2404) at BroadPoint Technologies, the mid-Atlantic’s largest Dynamics reseller, for more information on our CRM offerings.

by BroadPoint

CRM for Associations: A New Era in Member Engagement and Revenue Generation is a post from: CRM Software Blog

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1. Seek out the right executive sponsor. Having the right executive sponsor on your implementation project can help drive goals and adoption.
2. Define your current sales process, but don’t change it. We find that most companies don’t really follow a formal sales process and are unable to put what they do into an actual workflow. When implementing a new solution, they try to also push a new, standardized process into place although it hasn’t been communicated yet across their departments. This causes a lot of problems and ultimately leads to implementation failure. If you are trying to get a CRM solution up and running fast, you should stcik with the current sales process, and leave it as is. This doesn’t mean you can’t have a long term plan, but if your focus is on a rapid implementation and quick ROI than this is not the time to change your sales process.
3. Training. A new customer management solution is not effective unless your people know how to use it and actually do use it to streamline their daily tasks and increase productivity. The TM Group’s CRM Classroom and online training courses review the important aspects of Microsoft Dynamics CRM, such as customization & configuration, workflows, and extending CRM. We take training seriously because we know the key to adoption with  CRM solution is that everyone understands how to use it.
4. Get comfortable with the basics before the “WOW” features. CRM functionality can be pretty awesome and most people want the cool stuff right away before focusing on the basics. This can backfire quickly and we know that getting comfortable with CRM’s basic features helps increase user adoption rate and sets the stage to add “WOW” features later on.
5. Realistic expectations. Setting timelines that you can actually reach helps set the stage for a more successful implementation. It also keeps the morale high because you’re achieving progress, getting you to the final goal quickly. Decide if you want to hire a consulant to guide you through the implementation process, or if you’ll try a more do it yourself approach like our ReadySetGo for Microsoft Dynamics CRM approach.

These tips should help minimize the main issues during an implementation, such as resistance to change, lack of perceived benefit, and resistance to use technology. If you have any questions on how to successfully deploy CRM, please contact us at andreed@tmgroupinc.com or 888.482.2864.

By The TM Group, Michigan  Microsoft Dynamics ERP and CRM Partner for Microsoft Dynamics CRM, Microsoft Dynamics GP, Microsoft Dynamics NAV, Microsoft Dynamics SL and SharePoint

Get Ahead of the Curve in 2012: 5 Tips for a Successful CRM Implementation is a post from: CRM Software Blog

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1) People and process first, software second

The best CRM software doesn’t overcome process or people shortfalls. I continue to be surprised by how many companies fail to understand the impact of getting the people / process / technology mix right. Invest the time upfront to make sure your people and processes are in alignment; then introduce technology to streamline those processes to realize a much higher return on your investment.

2) Executive Sponsorship

The best CRM system in the world will be shelf ware if you can’t secure executive sponsorship for the success of the project. Executive sponsorship is not to be confused with the people managing the project. Executive sponsorship is an individual or set of individuals that have responsibility for the strategic direction of the company and oversight of the people that will be using the CRM system. A CEO or Sales VP promoting CRM to the troops will go a lot further than the CIO or IT Manager.

3) Define CRM Success

Why are you implementing a CRM system? Define, document and communicate the value proposition for each pain point you are trying to address; then structure your CRM project to meet those goals. But remember, there are two levels of success; organizational and individual. The question you will want to ask at each level of the organization is “What’s in it for me?” Reducing burdensome administrative tasks might be very important for an individual; much like having visibility into the sales pipeline is for an organization.

4) Implement Gradually

Change is never easy and you don’t want to overwhelm people out of the gates. Define a project scope that will lay the groundwork for some immediate wins. This will help ensure user adoption and build momentum behind the CRM initiative. As people start using the system they will be able to provide the educated feedback necessary to take on the next phase of implementation. An iterative mindset will develop a culture of continuous improvement.

5) Actively Manage the Implementation

An internal team with a “go to” person(s) for the CRM users is very important. This is the team or individual that will continue the momentum of the CRM system. They will serve as data stewards, trainers / power users, and general overseers of the system to make sure there is continued alignment with business process. Companies who have strong internal CRM stewards will realize the highest return on their investment; and the rewards are great.

AbleBridge has been implementing Customer Relationship Management (CRM) systems for over a decade and we understand the psychology, methodology and “key ingredients” necessary for a successful CRM implementation. Today, from a technology perspective we are solely focused on Microsoft Dynamics CRM because we feel it’s the best CRM technology investment a company can make; however, our CRM implementation methodology has never wavered over the years and is agnostic of technology. Our people / process first, software second approach has been the keys to our customer’s success; and that’s how we measure our success.

Feel free to contact AbleBridge to learn more or request additional information.

5 Key Ingredients for a Successful CRM Implementation is a post from: CRM Software Blog

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The November 2011 service update for Microsoft Dynamics CRM Online included a close integration with Office 365, however the integration story of Dynamics CRM and Office 365 does not end there.

Office 365 can also be integrated directly with Dynamics CRM on-premises. While the implementation may vary – with some minor differences and limitations – the results and benefits remain the same: 

• Dynamics CRM + Office 365′s Exchange Online not only delivers email to the entire office, your team can also access CRM from Outlook. This capability allows you to view sales and marketing information in the context of your customer’s buying behavior, all within the familiarity of your email system.
• Dynamics CRM + SharePoint Online take advantage of the organic development of information within your organization and manage it within CRM, essentially serving as a document and database library on the Web that is accessible from Outlook.
• Dynamics CRM + Lync Online enable your team to stay on top of priorities and tasks, and track the availability of colleagues and contacts using IM and video teleconferencing.

The first step to providing a seamless experience to your customer is to provide your team with the tools that work well together, taking productivity to the next level. Those tools can be online or on-premises.

To learn more about how Office 365 can work together with Dynamics CRM to increase productivity, watch Tallan’s Do More with Microsoft Office 365 webinar recording or click on the link below to visit the Tallan CRM page.

By Tallan, Inc. – Microsoft Dynamics CRM Partner

Integrate Dynamics CRM with Office 365: Empower Your People is a post from: CRM Software Blog

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Would you like an easy method for not only qualifying leads but also scoring the value of the lead information?  How about passing only highly scored qualified leads onto sales to maximize their time?

 Dynamics CRM 2011 Dialogs and Workflows do just that.

 Dialogs enable users (telemarketing or customer service) to run through a script of questions to gather more information.  The answers captured during the Dialog session can be captured and used to score the overall value of a new lead.  Based on the total lead score, a workflow can be used to send only the highest scored leads on to sales for follow-up.

 Let’s take a look at how this works:

1.  Create a new Dialog for the Lead Qualification.  Create Variable fields that can be used for accumulating the lead score based on responses to questions.  In this example we’re using a standard BANT questionnaire to qualify budget, authority, need and timing.

2.  Create a new Page for each question to be asked in the Dialog.  Each Page will have a Prompt and Response area.  The Responses can be Drop-down fields or text entry fields.

3.   Based on the response, update the appropriate Variable field to accumulate the overall Lead Score.

4. If the Lead Score is higher than “x”, assign to a sales rep and notify them via email.

Any leads falling below a certain value would stay in their lead status so that marketing could easily identify them for follow-up marketing activities, continuing to nurture them until fully qualified.

Based on the above example, I hope that you can see the usefulness of dialogs to qualify leads.   If you have any questions about how you might use dialogs to help you get a better picture of your leads, please give us a call.  As a Microsoft Dynamics CRM Certified Gold Partner we have helped over 100 customers successfully implement CRM and CRM enhancements for their organizations.   You can read about their CRM customer success stories on our website.

By Ledgeview Partners – Wisconsin based Microsoft Dynamics CRM Partner serving the Midwest and Heartland regions

Score New Leads Using CRM 2011 Dialogs is a post from: CRM Software Blog

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We have guided our clients through a high number of Microsoft Dynamics CRM implementations and in doing so, have discovered certain little things lacking in Microsoft Dynamics CRM’s standard functionality that in every implementation we have to customize or modify.   To avoid these frustrations, greater streamline the implementation process, and save our client’s money, we’ve created the CRM Starter for Microsoft Dynamics CRM.

Here are just a few examples of the features of The TM Group’s CRM Starter:

• Standardized Customer Views: Most of our clients need or want to customize the view for their account and contact information in Microsoft Dynamics CRM. We have built this right into the CRM Starter so that no matter where the client does the look up, inside or outside of Microsoft Dynamics CRM, the same format is available, making queries quick and easy.
• Opportunity Revenue Estimates: When your sales team adds an opportunity in Microsoft Dynamics CRM at a certain % to close in the sales cycle, Microsoft Dynamics CRM will now automatically calculate the weighted percentage of revenue you’re estimated to receive from that opportunity. This feature of the CRM Starter lets you know where you’re at in the sales pipeline in relation to how much you will probably be closing at any given time.
• Less Data Entry: Entering new accounts and/or contacts into Microsoft Dynamics CRM can be a tedious task. Our Zip Code enhancement of the CRM Starter makes this just a little easier. When you put in the zip code for a new contact, the city and state are automatically populated.
• Import Verification: When users are importing information, this feature of the CRM Starter verifies the accuracy of the data, helping reduce entry error and save time from dealing with inaccuracies in the software.

We have found that the CRM Starter for Microsoft Dynamics is a huge value-add to our clients. By implementing the CRM Starter up-front, our CRM consulting team can also better focus on our clients’ business processes and spend less time on fixing things that we have had to modify or customize repeatedly in previous implementations. It has helped us deepen our experience as a Microsoft Dynamics CRM consulting partner, and in-turn provided many helpful benefits back to our clients.

 The CRM Starter from The TM Group is continuously improving. We continue to discover new enhancements as we go and add them to the CRM Starter for Microsoft Dynamics CRM. This tool saves clients a lot of time and money with a low cost of $25/user with $2,500 maximum cost.

 By The TM Group, Michigan  Microsoft Dynamics ERP and CRM Partner for Microsoft Dynamics CRM, GP, Microsoft Dynamics GP, Microsoft Dynamics NAV, Microsoft Dynamics SL and SharePoint

How to Minimize Little Irritants During Your CRM Implementation – the CRM Starter for Microsoft Dynamics CRM Makes a BIG Difference is a post from: CRM Software Blog

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Whether you’re in the retail or distribution industry, the Holiday season puts a lot of pressure on businesses. You need to have the right items in stock and be able to fulfill customer orders in a timely and efficient manner, especially for those last minute shoppers. Customer relationship management (CRM) software helps you do just this. It also helps you identify buying trends before they happen so you’re not scrambling at the last minute to get the most popular toy out on the shelves.

For businesses, the Holidays should be a time to sit back and watch the money stream in and this is definitely possible with CRM software. With CRM software, you’ll be able to prepare before the chaos begins. You’ll also be able to offer optimal customer support with business case scenarios at your fingertips. When there is a lot of gift giving going on, there will be a lot of returns happening as well. CRM software streamlines the return process, keeping customers happy and your finances in check.

With CRM software, the Holidays are a time of opportunity. So instead of buying into the stressful, chaotic mess, sit back, enjoy the season and know you can handle anything that comes your way.

If you don’t have CRM software in place that allows you to sit back this Holiday season, contact us to learn more about Microsoft Dynamics® CRM. It works right within Microsoft Outlook and is extremely easy to use, making your software investment worthwhile.

By Julie Fuller with Cargas Systems, Pennsylvania Microsoft Dynamics CRM Partner

Fresh Perspective for this Holiday Season: Effective Customer Relationship Software Creates Opportunity is a post from: CRM Software Blog

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