Microsoft Dynamics® CRM has come a long way since its early days. Sure, it’s a great customer management tool and everyone knows it. But what many of you don’t realize is that it can now do so much more. Check out the different spectrums of Microsoft Dynamics CRM:

Sales:
Microsoft Dynamics CRM helps you see a full view of customer interaction and sales opportunities. Take advantage of a highly intuitive interface and embedded Microsoft Office capabilities to boost sales productivity, streamline sales cycles, automate lead management, and gain insights to drive more sales.

Marketing:
Microsoft Dynamics CRM helps you plan, implement, and measure more effective marketing campaigns. It is flexible, easy to use, and engineered to fit your business. You can transform every touch point into a marketing opportunity and harness the undiscovered potential within your customer base. With marketing management and automation software from Microsoft Dynamics CRM, you can market more effectively, improve productivity, and gain actionable insight into your marketing campaigns.

Customer Service:
Microsoft Dynamics CRM helps you deliver value with integrated interaction and knowledge management. Transform your customer service into a strategic asset with Microsoft Dynamics CRM customer service solutions. With a 360-degree view of the customer, your agents can resolve issues quickly and reduce handling times with advanced customer service software. By automating processes, you can also reduce costs and help to ensure consistent customer service is delivered across all touch points.

Microsoft Dynamics CRM also gives your employees the information they need to make important decisions for the company. Accurate and timely data is a necessity in today’s competitive world.

If you have further questions on the different spectrums of Microsoft Dynamics CRM, please contact info@rimrock.com or call 877-801-ROCK [7625] to get a free trial of Microsoft Dynamics CRM. The 20 years of experience we here at Rimrock Corporation can provide ensures that your implementation will be a success. Rimrock Corporation also offers a full line-up of Microsoft Dynamics classroom training suited to your needs and your schedule to help your staff maximize the power of the software solution.

By Jonathan Taub with Rimrock Corporation, Ontario Microsoft Dynamics CRM Partner

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2. Microsoft Dynamics CRM Marketing Training
3. Improve Customer Service With Complete Centralized Customer View Through Dynamics CRM

To ensure that sales representatives meet their objectives, your sales manager continually needs information from them about leads and active prospects. Here’s how you can work with your sales manager to find out how CRM can best support sales goals.

Your sales manager’s CRM priority: pursuing revenue

The sales manager is focused on moving your product and targets the following CRM evaluation issues:

• Supporting sales staff’s efforts to secure business
• Avoiding the disruption of a complete systems replacement
• Obtaining personalized vendor support for new systems
• Providing the data necessary to support sales goals
• Integrating new solutions with existing data systems
• Tracking leads with minimal data entry and paperwork
• Helping sales force accept and adopt new CRM processes

Questions for your sales manager

Get the details you need on how CRM can support revenue-generating activities:

• What kinds of sales history and forecasting data are now available?
• What kinds of new CRM tools would help the team sell?
• How much training do you foresee your team needing?
• How are we currently tracking the competition?

Conclusion

The sales manager is your best ally for initiating a CRM project. Champion the CRM selection process with sales input to gain compliance when the sales division uses the new tools. Investing in the right CRM solution supports your sales team’s best practices, resulting in the optimal outcome: closing more deals.

By NextCorp, Ltd., Dallas Microsoft Dynamics CRM Partner

Related posts:

1. Talking CRM With Your IT Manager
2. Talking CRM with your Marketing Manager
3. Talking Customer Relationship Management Software with a CFO

By Dan Smith, Altico Advisors

David Myron, Editorial Director of CRM Magazine, wrote a great editorial in the July issue.  He used a billiards analogy and called his piece:  “15 Years of Pocket Shots and Miscues.” 

Here’s his opening paragraph.

“To be good at Eight-Ball, you have to take a measured approach to each shot.  To be great, you have to consistently do this and set yourself up for the next shot.  Much like Eight-Ball, to be most successful with CRM strategies, you need a measured approach that also sets you up for your next move, or, in industry parlance, an approach that is scalable.” 

Myron goes on to emphasize the importance of occasionally taking a look back before looking ahead, i.e. learning from past experiences and best practices developed over time.

Here are his top 5 tips for a successful CRM strategy:

1)       Make a business case.   Don’t simply buy a CRM system because your competitor has one.  And don’t buy one because you think it will be a business panacea.  Be specific with your goals. 

2)      Get support from the top.  If management doesn’t enforce CRM usage, then you’ll be relying on luck to increase user adoption.

3)      Keep customers in mind.  If your organization doesn’t think about your customers first when implementing a new process or technology, don’t expect your customers to return favor when they’re looking to make a purchase. 

4)      Build a team.  Create a group of stakeholders with representatives from each department that will use the system.  Take notes in what their colleagues need the system to do for them.  Make sure the system and/or processes address their concerns. 

5)      Take baby steps.  Don’t try to do too much all at once.  …”Complex projects should be broken down into manageable and measurable phases,” [per Donna Fluss from another article in the July issue].

Myron’s editorial is a preview of the feature article, “CRM:  Then and Now” in the July issue.   At Altico Advisors, the above tips align with our philosophy.  The best prospects for a Microsoft Dynamics CRM system are companies that have defined their goals, have management support for the project, have a culture that already puts customers first, understand the importance of involving a team in the process, and have “put a fence around the project” so that it doesn’t reel out of control.

Microsoft Dynamics CRM is a comprehensive solution for Sales Force Automation, Marketing Automation, and Service Management.  But you don’t have to use all of its functionality, just what makes sense for your company.  For starters, you can take a look at a Microsoft Dynamics CRM Application Overview that runs for 20 minutes.  That will give you at least a basic framework for establishing your most important goals and defining the scope of your proposed project. 

 Submitted by Altico Advisors, Microsoft Dynamics CRM Partner for Massachusetts (MA)

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1. Ten Tips To Ensure The Success Of Your Microsoft Dynamics CRM Project, Right From The Very Start – Part 2
2. Ten Tips To Ensure The Success Of Your Microsoft Dynamics CRM Project – Right From The Very Start (Part 1)
3. Top 5 Success Factors For A CRM Implementation

Small business owners keep asking the same question: “Do I really need a customer relationship management system?” Organizations with small budgets often see CRM as a luxury item.

A key to business success is relationship management. It seems almost too obvious, doesn’t it? Relationship management finds customers, understands customer behavior, communicates and stays in touch with customers, understands and meets unique customer expectations, needs, and interests, and turns buyers into predictable and long-term sources of profit.

CRM is far from a luxury. CRM is a business necessity. CRM helps you answer two fundamental questions:

1. How does my business acquire customers?
2. What motivates my customers to buy and how do they purchase from me?

Insight into these two questions – and actions taken as a result – sets you apart from the competition and attracts a larger share of interest, revenue, and profit.

If you’re a one-person sales and marketing team, then you probably can continue with your spreadsheet-based tracking system. If, however, you need to share information across even a handful of team members, or have plans to grow your business, then a CRM system is worth another look.

CRM brings considerable benefit – even to small business. Some of the many potential advantages include:

• Having a 360-degree view of your customers, from initial contact to sales order to follow-up activities;
• Improved identification of cross- and up-selling opportunities;
• Quick identification and qualification of new sales opportunities;
• Superior customer service and competitive responsiveness;
• Discovery and management of the most profitable and loyal customers for business value growth;
• Enhanced communication and activity coordination between internal marketing and sales;
• Capture and exploitation of ‘institutional memory’ (contacts, activities, results) for process improvement; and,
• Better, more accurate marketing investment spend – putting dollars where they return the most.

Superior CRM solutions help you build customer relationships by setting mutually satisfying goals between organizations and customers, establishing and maintaining customer rapport and producing positive feelings in your organization and for the customers.

What is the bottom line? Your business gains more loyal and profitable customers who repeatedly buy from you for a longer period of time.

By NextCorp, Ltd., Dallas Microsoft Dynamics CRM Partner

Related posts:

1. Talking Customer Relationship Management Software with a CFO
2. Top 10 Reasons SMBs Need Customer Relationship Management
3. Using CRM To Find More Business Opportunity

Customer Relationship Management or (CRM) is a process designed to develop inter-company practices that result in improved communication and an enhanced customer experience from order through delivery.

Employed initially by large multinational companies, the benefits of a Hosted Microsoft CRM or On-Premise CRM solution are now available to businesses of all sizes. It is within this context that Microsoft Dynamics CRM delivers the precise level of sophistication tailored to the client’s specific requirements in either an online or on-premise environment.

The Microsoft Dynamics CRM Suite

The Microsoft CRM experience revolves around the integration of several modules that provide department specific source information. When processed together, this provides a comprehensive and customized approach in customer management.

§ Marketing: A workflow driven process will create more effective marketing efforts through increasing the access and relevancy of data. Cross channel communications and buyer trends are tracked seamlessly which saves money and enhances Return on Investment. Target market selection is more accurate and complete with the integration of intuitive segmentation tools.
§ Sales: Sales process management allows for a more complete view of sales opportunities, buying patterns and customer communications. This will result in more productive and profitable relationships and ensure consistency and increased sales productivity.
§ Service: Customer Service capabilities experience substantial improvement with the implementation of the fully featured contact center platform that includes auto-resolution of service related challenges. Advanced knowledge management allows customer service representatives to share data and answers with other departments as well as with customers. A complete range of service analytic reports and functions helps insure consistency in the interactive experience.

Flexibility and the Power of Choice

Microsoft Dynamics CRM tools are available in a variety of configurations and hosting options. CRM systems can either be purchased or leased, either in a software format or as an online service. Access is available through a browser, outlook, or even in mobile applications. The systems can be integrated either through in-house or third party hosting environments.

Pricing

Microsoft Dynamics CRM tools offer excellent value when compared to competing platforms. In fact, Microsoft CRM online offers two inexpensive editions: Professional and Professional Plus. Also, Using a Microsoft CRM Partner Solution works the same way for your business and Microsoft Dynamics CRM Partners are always looking for ways to add more value to their Microsoft CRM Software; a CRM Solution with a Microsoft Dynamics CRM Partner and Reseller uses the same code base that Microsoft CRM Online has.  Both versions are substantially less expensive than their primary competitors.
To read an article about the advantages of a Partner Hosted Solution over Microsoft CRM Online, visit our Hosted Microsoft CRM blog.

Microsoft Dynamics CRM and Streamsol are the Right Choice

Currently in use by many high profile global corporate leaders; Microsoft Dynamics CRM continues to lead the industry in providing affordable tools to meet the growing demands of successful customer management. The professional Microsoft Dynamics CRM Consultants at Streamsol can provide a customized package of CRM alternatives.

Streamsol was named to Microsoft’s President’s Club in 2009.  Streamsol is recognized as a top ten Microsoft Dynamics CRM Partner in the US.  Our Microsoft CRM practice revolves around three models: Microsoft CRM On-Premise, Hosted Microsoft CRM, and Hybrid Microsoft CRM. Our vision and commitment to the Microsoft Dynamics CRM framework is unrivaled.

by Streamsol, a Nevada Microsoft Dynamics CRM Partner

Related posts:

1. Is Hosted Microsoft Dynamics CRM the Right Solution for My Business?
2. Adapt Your Business to Any Situation with Microsoft Dynamics CRM and the Power of Choice
3. How xRM Can Provide Flexible Business Solutions

Customer Relationship Management (CRM) has typically been viewed as a technology and not as a tool for greater opportunity.  As such, much of the focus of business is on the evaluation, acquisition, implementation, cost, and management of a CRM system – instead of how to use CRM as a key tool for the mining of new opportunities.

How does CRM help you find more opportunities?  How is CRM an effective mining tool?  The answer to both these questions can be answered in a simple sentence, “By helping you create more loyal and satisfied customers.”  Let’s take a look at how you can “mine” new opportunities – even from your existing customers and current operations – by using CRM to accomplish the following five activities:

1.  Find and Nurture Your Best Customers:  Many businesses focus on the customers that buy the most, thinking that revenue equals success.  In the end however, it’s loyalty, satisfaction, and profits that equal success.  CRM identifies the most loyal and profitable customers and gives you the tools needed to nurture those relationships into more opportunities for your company.

2.  Align Goals:  When your customer service and value align with your customer’s goals, the outcome is a ‘win-win.’  CRM captures, aligns, and assigns customer’s goals within your organization to maximize your relationship and opportunity capture.

3.  See Buying Trends Early:  With CRM your business will have fast, clear information that reveals buying trends and profitable customer needs before the competition.  This creates new and profitable opportunities for your business.

4.  Deliver Better Value to Your Customers:  By being able to link all activities and outcomes, from initial cold call through sales order, you stay on top of critical details and timelines that keep your customers coming back to you, over and over. CRM identifies customers that have purchased products or services of one type that also have a need for another, complimentary product or service.  You can easily and conveniently create or anticipate demand for other products and services within your most loyal and profitable customers.

5. Save Money:  Wouldn’t it be great if every individual or company we contacted would immediately purchase something? Or, that every dollar spent on marketing would return revenue?  Because they don’t, business walks a time/energy/cost tightrope.  Businesses need to quickly determine where to spend sales and marketing-oriented time and energy with an eye toward closing profitable business fast.  CRM-enabled businesses quickly identify where sales organizations should spend their time and energy, thereby closing more business more quickly and lowering overall cost of sales.  Likewise, the CRM-enabled business can connect marketing programs directly to contacts, leads, opportunities, and sales orders – ensuring you invest where you get the greatest return.

Businesses know that the route to opportunity and profitability is through existing customers.  CRM is that key element to managing customer relationships to greater loyalty and satisfaction, while also lowering the cost of new customer acquisitions.

In the end, customer relationship management is more than an application or ‘tool.’  It is a culture where the business is focused on the acquisition, retention and service of customers and their needs – leading the business to new opportunity and profitability.

By NextCorp, Ltd., Dallas Microsoft Dynamics CRM Partner

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1. Small Business Customer Relationship Management Software: What You Need To Know
2. Making The ‘X’ Factor Work For Your Business
3. Keeping Track Of Customers: Key To SMB Profitability

In the rush for revenue, businesses often forget the customer.  The focus is on the invoice or transaction and the time it takes, instead of the relationship and ‘lifetime’ opportunity of a particular customer.  Such behavior can lead to poor business predictability, lowered customer loyalty and satisfaction, and (ultimately) lowered profitability.

Businesses of all sizes, especially SMBs, can benefit from keeping track of their customers.  Doing so leads to greater profits for the business.  Traditionally there are three ways that this is done, each fraught with its own perils:  1. Salespeople keeping track in their heads or on spreadsheets,  2. Accounting keeping track by invoice, or 3. Internal ‘contact management’ software serving as a central clearing house for prospect/customer contact information.

A fourth way to keep track of your customers, for profit, is through the adoption of customer relationship management solutions and procedures.  Below are eleven ways CRM will benefit your business – bringing additional profit opportunities:

1. Faster, Fact-based Decision Making:  Because you will have your customer financial data at your fingertips, you can quickly adjust your offer(s), pricing, terms, and quickly assess any impacts.  You will be more responsive to market conditions.
2. Knowing Where to Invest:  By understanding your customer’s purchases and your costs, you can automatically identify the profitable customers for further investment.  At the same time, you can identify customers that actually cost you money, taking appropriate actions to mitigate loss.
3. Predicting Business:  By understanding customer purchasing habits and any associated cyclicality, you will be able to anticipate demand more accurately – allowing you to manage down your business costs.
4. Driving Up Marketing Impact: Through deep insight into the characteristics of the most profitable customers, you can identify new prospects that share the same characteristics – increasing the probability of sales success while lowering your cost of sales.
5. Regular, Consistent Communication:  Your relationship with your ‘certified proven spenders’ will be improved through automated use of mailing and emailing lists to constantly keep in contact with your customers.  This can lead to deeper and more solid relationships and the closure of incremental business.
6. Automated Invoicing/Billing:  With the ability of your CRM system to integrate to your accounting systems, accurate, timely, and automated billing will drive down your cost of business and drive up collections.
7. Tighter Marketing and Sales Integration:  CRM systems contain capabilities that allow you to track specific marketing/campaign investments to leads, opportunities, and closed deals – allowing you to know what works and doesn’t work – lowering your cost of marketing while increasing revenues.
8. More “Home Runs”:  Through integration of your customer into your product/service planning and/or decision process, you can increase the successful introduction and adoption of new products or services you bring to market – lowering your chance of failure and poor investment.
9. Higher Customer Loyalty/Satisfaction:  Because you will see every customer, their needs, and any unresolved items, you can instantly improve your businesses response rate to your customer – thereby increasing loyalty and satisfaction – leading to new up sell or cross sell opportunities without an expensive sales process.
10. Improved Sales Effectiveness:  Let’s face it.  Salespeople are asked to manage more relationships than they have time for.  CRM helps them work more effectively by managing priorities, follow up responses, opportunities, communication, and territory management.  The direct result is a lowered cost of sales with a greater return on sales investment.
11. Your ‘Institutional Memory’ Continues to Grow: pointing the way to new opportunity. You don’t lose critical customer information when sales or service people turn over, allowing you to speed productivity of new sales or service people without having your customer’s experience skip a beat.

Lastly, businesses that subscribe to an outsourced CRM profit even more!  In Addition to the advantages described above, CRM subscribers don’t have to make any added technology investments in hardware or software, nor do they have to manage the system through additional IT resources.  Subscribers to an outsourced CRM have the best of both worlds – all the benefits without the capital outlay.

By NextCorp, Ltd., Dallas Microsoft Dynamics CRM Partner

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You’ve heard about CRM and you’ve heard about xRM, but are you still wondering what it can do for you and your business?  Wonder no more!  Join FMT Consultants in sunny Southern California for a FREE lunch and learn the features, fun discussion topics, and a common sense demonstration of the power of CRM and xRM. 

Dynamics CRM delivers a 360 degree view of your customer relationships, but this is only the beginning.  By leveraging the easy-to-use non-technical interface of Dynamics CRM, the application is easily transformed into a customized solution to meet your specific and important business needs.

Join our resident CRM experts for this informative and informal lunch hour and learn what CRM/xRM is and why you need it!

Date & Time:
Wednesday, April 28, 2010

Welcome Time: 11:15 am

Lunch and Learn session: 11:30 am to 1:00 pm

Location:

FMT Consultants Office
5451 Avenida Encinas, Suite A

Carlsbad, CA 92008

Who should attend?

Business and technology decision makers such as:

CEOs and Presidents

Sales Directors

Marketing Managers

CIOs and IT Directors

Service and Support Managers

To register:

Registration is free for everyone.  For more information and to sign up, go to http://www.fmtconsultants.com/crm.

FMT Consultants is a Microsoft Gold Certified Partner for Dynamics CRM and GP located in Carlsbad, California.  Visit our website at http://www.fmtconsultants.com or on Facebook at http://www.facebook.com/fmtconsultants. 

Posted by Natasha Serrano of FMT Consultants, LLC, a California Microsoft Gold Certified Partner in Dynamics CRM and GP.

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This article will explore some of the basics of getting started and understanding the Sales features with Dynamics CRM.

1.  Understanding customers means understanding the difference between leads, opportunities, accounts, and contacts

• Leads are potential customers.
• Opportunities are a potential deal with a lead or existing customer.
• Accounts represent companies that your organization does business with.
• Contacts are the people that make up an account.

2.  Create your own personal views

You’ve probably noticed the Views section in the upper right corner of the CRM window.  This essentially filters the data.  From any list, you can click Advanced Find and modify the query that created that view.  You can then save it with another name.  The next time you use that list, in the View list, in the View box, in the My Views section, select the saved view.

3.  Import leads and contacts

CRM makes it easy for end users to import leads and contact records.  You may have these records in a Microsoft Office Excel spreadsheet, a comma-separated values (.csv) file, etc. You can use the Import Wizard to import these records into Microsoft Dynamics CRM. (Note: The mapping of your file into the respective fields must be created prior to import.)

4.  Converting leads

As part of the lead process, you can convert a lead to an opportunity with associated accounts or contacts, or into new accounts or contacts.  The system will automatically pull data from the lead to generate the new data in the system.  Keep in mind that the lead area does not house too much detailed  information, so you may want to go back into any of these areas to add additional information.  Alternatively, to disqualify leads, you close the leads without converting them.

5.  Sales cycle (quote, order, invoice)

• A draft quote is a formal offer for products or services, proposed at specific prices and related payment terms, which is sent to an opportunity, account, or contact.  When the quote is ready, it is activated and sent to the customer.  A quote frequently undergoes several revisions between the salesperson and customer before it is accepted.
• After the quote is accepted, an order is generated from the quote.  The order is used to fulfill the agreement of goods or services that were offered in the quote.
• Finally, after the order of the goods or services is shipped, an invoice record can be generated. Unless your organization has integrated Microsoft Dynamics CRM with invoicing software, this is only a record that an invoice was created, not the invoice itself.

6. Printing Quotes

In Microsoft Dynamics CRM quotes can be printed as a Microsoft Office Word document mail merge.  To do this, simply open the quote on the Actions toolbar and click Print Quote for Customer.

7. Recalculate an opportunity

As you modify the list of products associated with the opportunity, you may need to update the calculated amount the system is generating.  To do this, while in the Estimated Revenue section, verify that System Calculated is selected, and then on the Actions menu, click Recalculate.  When opportunities are saved, Microsoft Dynamics CRM recalculates the estimated revenue value based on any changes to the products or product quantities associated with the opportunity.

8. Assign and share records

What Microsoft Dynamics CRM customer information you can work with is determined by permissions and ownership.  If more than one person needs to work a record, it can be shared or assigned.  When you share a record with another user, you are giving that user specific permissions, such as Read, Write, or Delete, to that record. When you assign a record to another user, you are making that user the owner of the record.

• On the Actions toolbar, click More Actions, and then click Sharing.
• On the Actions toolbar, click the Assign button.

These are some great steps to get started with Sales in Microsoft Dynamics CRM.

Article written by Stephen Schilling, Technical Consultant – ERT Group

ERT Group is a Florida Microsoft Gold Certified Partner– offering Microsoft Dynamics ERP and Microsoft Dynamics CRM.

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2. Tracking Outbound Sales Activity in Microsoft Dynamics CRM
3. Quick Campaigns Mean Quick Results In Dynamics CRM 4.0

Written by Marcia Nita Doron, Altico Advisors

If you’re the owner, president, or CEO of your company and you ask your sales manager for some key sales metrics, you want the answer to be:  Can do.

If you’re the sales manager at your company and the owner, president, or CEO asks you for some key sales metrics, you want to be able to answer:  Can do.    

If you’re a sales rep and your manager asks you for some key metrics to evaluate your performance, you want to be able to answer:  Can do.

You want to produce those numbers quickly.  You don’t want to plow through a pile of paper and sticky pad notes to recreate your sales activities for a given period.  You don’t want to submit a request to your IT department in order to get the job done. 

That’s why you need a CRM system.  That’s why you need Microsoft Dynamics CRM. 

Below are a few examples of metrics that our management wants to see on a weekly or periodic basis:

-          New prospects generated in the last 7 days

-          New opportunities generated in the last 7 days

-          New deals closed in the last week, month, quarter (sorted by size, geography, industry, source, sales rep, you name it)

 These are all metrics that anyone on the sales team can produce with one click on a drop down menu in Microsoft Dynamics CRM.  You don’t need your database administrator (if you have one) or your IT Manager (if you have one) to produce these reports. 

 The way to do this is with the “Advanced Find” function in Microsoft CRM.  Just so you know how easy this is to set up, I’ll walk you through one of the above examples – New opportunities generated in the last 7 days.  Here’s how you would set it up so that it’s always available to you with one click on the drop down menu. 

Go to the Opportunities tab in Microsoft Dynamics CRM.  Click Advanced Find on the top menu bar.  Select “Status Equals Open” and Created On Equals Last 7 Days.”  Name and save that query.  Now, every time you open the Opportunities tab, you can click on that saved view and export the results to Excel.  In less than 2 minutes, you have the requested report. 

You’re a hero.  Your boss is happy.  Microsoft Dynamics CRM saves the day.

You can request a free 30-day trial of Microsoft Dynamics CRM, download the
Dynamics CRM 4.0 brochure,  or view a 20-minute Webcast on demand. 

By Altico Advisors, Microsoft Dynamics CRM partner serving Massachusetts (MA)

Related posts:

1. Getting Started With Sales In Dynamics CRM
2. Talking CRM With Your Sales Manager
3. CRM And Sales Force Automation: It’s A Marriage That Starts With A Sales Strategy.