So, what follows are a few tips for improving CRM user adoption rates from the recent online meeting of CRM User Group’s Financial Services Special Interest Group:

1. Make the new system the system of record – That is, make it clear to your staff the processes for which you expect them to use the new system and then ensure that it isn’t easy for them to find a workaround. Stress to them that although using a workaround may be more comfortable in the short term, the sooner they start using the new system the quicker they’ll become accustomed to it. Obviously, for this to be effective, management must be committed to consistently enforcing this policy.
2. Ensure that the project has a good champion – Find someone within your organization who is not only willing to sponsor the project, but be its head cheerleader. This person will need to continuously remind his or her colleagues of the main benefits they can expect as a result of adopting the new system.
3. Provide training early and often – By starting the training process promptly, you’ll be able to see who the early adopters are and leave yourself more time to continue training those who were slower to adopt. The more training you can provide your staff with throughout the implementation process, the more likely it becomes that they will be ready to adopt the system once it is officially online.
4. Identify additional cheerleaders within your organization – These people could be your early adopters or those that will get the most benefit out of the system and its key performance indicators. Once you’ve identified who these potential cheerleaders are, they should be trained early, because if they’re happy with the new system their enthusiasm is likely to spread throughout the rest of the organization, thereby increasing the overall adoption rates.
5. Give employees a simplified, role-based user experience – Most Microsoft Dynamics CRM users will never use every feature that is included within the system. Therefore, it helps to increase user adoption if employees have the option to tailor the interface so that it shows them only what they need to be productive in their specific job.  Similarly, if your organization is migrating to Dynamics CRM from another CRM package, it may also be helpful if you make the Dynamics interface look similar to the old system. This can be achieved simply by moving the windows in Dynamics CRM around so that they more closely mirror the CRM package your employees are used to, greatly shortening their learning curve.
6. Offer mobile access to the CRM system – Oftentimes users will adopt a new CRM system more quickly when they are given the option to access it via their tablets or other mobile devices. Including this functionality encourages user adoption by making it easier for your employees to do their jobs wherever they may be.

If you’re interested in learning more about Microsoft Dynamics CRM and your implementation options, contact Intelligent Technologies today! We’d love to help.

by Intelligent Technologies, North Carolina Microsoft Dynamics CRM Partner

Six Simple Tips for Improving CRM User Adoption Rates is a post from: CRM Software Blog

Related Posts

1. Tips for Putting the ‘Use’ in Microsoft Dynamics CRM User Adoption
2. Tips to Improve CRM User Adoption in Your Company
3. Why Microsoft Dynamics CRM and Outlook Integration are the Keys to End User Adoption Among Project Managers

In the latest release of the product, there’s very little difference between Microsoft Dynamics CRM Online (the cloud-based version) and the on-premise version. So now the choice of deployment is much more of a business decision than a product functionality-based decision. The key factors in your choice of deployment will typically be the internal IT resource and infrastructure you have available, and whether you prefer CRM as an operational cost, as with deploying the cloud option where you pay a monthly fee, or a capital expenditure, as with on-premise where you pay the majority of fees during or shortly after the implementation stages of the project.

What’s Different?

So, what do you have to do differently if you’re implementing Microsoft Dynamics CRM Online as opposed to on-premise?

Because the two products are now effectively the same, the implementation process for Microsoft Dynamics CRM Online is also much the same as the on-premise version. That’s not to say there’s no difference, but the most important considerations are similar, just with a slightly different slant.

Rapid Implementation

The rapid implementation times possible with Microsoft Dynamics CRM Online, which can even provide an ‘instant on’, is an advantage in many respects. However, as with any CRM software project, be careful not to do things too quickly, or do everything at once. For example, you still need to carefully define your business processes, choose which functionality you need to start with, take the time to get user buy-in and make sure everyone uses the new CRM system properly. You also need to maintain good communications during implementation, especially if it’s a fairly complex project or you have a high number of users in different areas of your business. Whether it is formal project reviews or informal updates, make sure users, business partners, consultants, project managers and everyone else involved in the project know what’s going on; talk to each other, and keep talking.

Take Ownership of the System

With Microsoft Dynamics CRM Online, the application is not stored on hardware in your business or looked after technically by your IT staff or Business Partner to the level that an on-premise version would be. So, it’s easy to feel less ownership of the system after it’s up and running. But the implementation of a CRM system doesn’t stop on the day it ‘goes live’. Regularly review the system, check that people are using it properly, make sure new users are trained and that the system’s functionality from a process, user and technical perspective continues to meet the needs of your business.

The Flexibility to Adapt and Change

Microsoft Dynamics CRM, however it is deployed, is an extremely flexible product that can be changed and adapted as your business changes.

One of the key benefits of Microsoft Dynamics CRM over many other CRM products is that, not only is it available as both an on-premise and cloud-based CRM solution, but it’s also easy to change deployments. It’s straightforward to move from a cloud to on-premise deployment or vice-versa. So you can start off with Microsoft Dynamics CRM Online (you could take advantage of a free trial Microsoft Dynamics CRM Online), then if on-premise is your preferred deployment option, change over when the time is right.

In addition, unlike many cloud-based CRM software solutions, Microsoft Dynamics CRM Online integrates extremely well with a wide range of other applications. Perhaps unsurprisingly, it integrates well with other products in the Microsoft business software portfolio such as Outlook, and products in the Office suite (so you can easily import and export documents to applications such as Excel and Word). It has ‘out of the box’ integration with SharePoint, making it easy to share information with all departments within your business, your customers, and suppliers. It also works well with Microsoft ERP solutions, and for example Microsoft Dynamics NAV, in its latest release, has built in integration with Microsoft Dynamics CRM.

Whether your choose to deploy Microsoft Dynamics CRM in the cloud or on-premise, make sure you discuss your options fully with an accredited and experienced Microsoft CRM business partner. They will be able to advise you on the most suitable deployment option for your business, help you define KPI’s and business processes, scope your project, and will usually work to a defined implementation methodology. They will also be able to provide comprehensive advice, training, project management, reviews, and support services, and help you tailor Microsoft Dynamics CRM 2011 to meet the precise needs of your organisation.

By Concentrix Ltd: an independent CRM specialist in the UK

Tips for Deploying Microsoft Dynamics CRM Online (and the Difference From On-Premise) is a post from: CRM Software Blog

Related Posts

1. Microsoft Dynamics CRM 2011 Online – What’s Happening in the UK
2. Microsoft Dynamics CRM Online Launches in the UK – with Discounted Pricing
3. Tips To Help You Decide Between On-Premise CRM And Hosted CRM

The first one that caught my eye was user’s inability to accept change, and not trying something because it either didn’t work the first time or because the user(s) simply do not want to change.  This is a valid point and one that a company implementing CRM cannot always foresee being an issue.  However, if organizations take the time to ensure proper training is provided to users, not only initially, but again after the users have had a chance to use the system for awhile this will become less of a barrier to ensuring the CRM implementation is successful.

The second one that caught my attention relates to the first sentence of this blog, and how the phrase “CRM implementations have a high failure rate” has caused unnecessary fear in those who went through a first generation CRM deployment.  This has caused many to avoid trying it again or trying it at all for fear of bad deployment results.  However, as mentioned earlier, failed deployments are no longer the norm as long as you are working with a partner, such as InterDyn – Remington Consulting, who understands the best practices of CRM deployments and has learned from past industry mistakes.  Equally as important is ensuring your partner takes the time to truly understand your business objectives for deploying CRM.  InterDyn – Remington Consulting does this by engaging every client in our Rapid Process Analysis/Business Systems Adaptation (RPA/BSA), where we help clients uncover business process improvements, and then we adapt the business system (in this case CRM) to the business process.  This guarantees that what the client is envisioning is actually deployed. 

The final comment that I wanted to expand on regarding the not-so-obvious reasons CRM implementations fail has to do with internal executive sponsorship and internal politics.  I will not spend time digging into executive sponsorship as this is a given, but instead will expand on how even with an internal executive sponsor, sometimes internal politics can halt decisions that need to be made to ensure a successful implementation.  Thus, having a CRM partner that is a trusted-advisor for the project can help the executive sponsors ensure that end users are engaged upfront in the analysis to increase adoption and ownership of the project.  InterDyn – Remington Consulting has helped numerous organizations travel past internal politics that can halt deployments by offering our best practices and unbiased opinions.

Failed CRM implementations are becoming a thing of the past.  If you want to ensure your CRM deployment is successful the first time, contact InterDyn – Remington Consulting! 

By InterDyn – Remington Consulting, Microsoft Dynamics CRM Gold Certified Partner in Portland, Oregon

The Not-So-Obvious Reasons Why CRM Implementations Fail, And How To Avoid Them! is a post from: CRM Software Blog

Related Posts

1. Part Two: Why CRM Implementations Fail – The Consulting Team
2. Part One: Why CRM Implementations Fail – The Client’s Perspective
3. 3 Reasons CRM Software Dashboards Are Cool But 1 Insider Tip to Avoid Getting Burned

And that’s just with the ‘standard’ CRM functionality.  With the flexibility of Microsoft Dynamics CRM and its ‘xRM’ (anything relationship management) capabilities, Microsoft Dynamics CRM can be customised to suit highly complex business processes.  In fact, the right Microsoft Dynamics CRM Business Partner will get the software to do just about anything your business needs it to do. 

Successful deployment of Microsoft Dynamics CRM will have a positive impact throughout your business.  So, you need to get it right.  Like any project, a bit of ground work right at the very beginning will help smooth the implementation process and save work later on.

Here are the first five of ten tips to help you right at the very beginning of your Microsoft Dynamics CRM project.  These tips will help you ensure that the software gets deployed efficiently and effectively, and that it starts working for your business as soon as possible.

Tip 1 – Decide what you want Microsoft Dynamics CRM to do

It may seem  obvious – you want CRM software to do CRM!  But  think about the needs of your business;  what’s most important?

Right at the very start of the project, take some time to document and prioritise the specific problems in each area of your business which you are looking to address through implementing Microsoft Dynamics CRM.  For example, you may want your customer service department to solve issues more quickly, or to improve the way you manage customer communications, or for your sales department to increase the accuracy of their forecasting.  Talk to the people who will be using Microsoft Dynamics CRM.  How many users are there?  What problems or issues do they have that they think the system should address?

Tip 2 – Get user buy in: things are gonna change!

It’s really important that people are aware of, and fully understand, the benefits that Microsoft Dynamics CRM will deliver.  There are the overall improvements in efficiency and effectiveness it will deliver to the organisation.  Microsoft Dynamics CRM allows extensive workflow automation which saves a lot of time and effort for all levels of user.  And  don’t forget the granular, day to day benefits it will bring each member of staff.  For example, make it clear to the person in Sales that he won’t need to keep cross-checking spreadsheets when producing a weekly report, or the Marketing Assistant that will only have to key in new lead data once (if at all), or the Customer Service Rep that will have all the information he needs right in front of him, just when he needs it.

Getting user buy-in and getting started with Microsoft Dynamics CRM is a lot easier than with other CRM systems.  That’s because it works the way other Microsoft products do – so it looks familiar, and users quickly feel comfortable with the product.  In many cases it feels like using a (powerful) extension of Outlook, which nearly everyone knows.  But everyone needs to buy-in to the changes and benefits which Microsoft Dynamics CRM will deliver.

Tip 3 – Don’t try this alone!

It may have the look and feel of other Microsoft products, but there is one seriously big difference between Microsoft Dynamics CRM and Office products like Word, Outlook, PowerPoint and so on:  Microsoft Dynamics CRM is not a product which you can just install and let your users get on with it.  It needs implementing, configuring and sometimes customizing by a qualified Microsoft Business Partner and Microsoft Dynamics CRM specialist. 

Microsoft Dynamics CRM is an outstanding product.  But thinking that Microsoft Dynamics CRM is ‘plug and play’ is an extremely dangerous misconception. You will not achieve the CRM functionality you require or deploy the product correctly unless you work with a qualified, experienced business partner who knows what they’re doing.

Tip 4 – Choose the right business partner

Just like choosing a new employee, agency or any other business relationship, it’s important that you carefully consider which Microsoft Dynamics CRM business partner you’re going to work with. Make sure they understand your business, your needs, the issues you have, and that they ask the right questions.

Just like employing anyone, when choosing a business partner check their references, technical accreditations and ask for CRM case studies and examples of previous work.  Make sure they provide a full support and maintenance structure and will put it in place early on in the project, and for at least three months after the system has gone live.  On a personal level, you need to feel that staff at both organisations will work well together. 

A good business partner will use a defined CRM project methodology, certainly for larger projects. Your Microsoft Dynamics CRM implementation is far more likely to succeed quickly if your provider offers a range of services such as business process analysis, project management, and different levels of training – not just software supply and installation.  

Tip 5 – Appoint a project manager

Whatever the size of your Microsoft Dynamics CRM project, it’s worth appointing a project manager.  If it’s a large project and you’ve chosen a CRM specialist as a business partner, they will probably include project planning and management as part of the package.  But you’ll also need one of your own staff to take a lead on the project.  Make sure he has the influence and authority to make things happen when they need to happen.

Part 2 of this article, with five more tips will be published in the next couple of weeks.  If you need any further help in the meantime, don’t hesitate to contact Concentrix or your local Microsoft Dynamics CRM business partner.

By Concentrix Ltd – UK CRM, Accounting and ERP Software Specialists

Ten Tips To Ensure The Success Of Your Microsoft Dynamics CRM Project – Right From The Very Start (Part 1) is a post from: CRM Software Blog

Related Posts

1. Ten Tips To Ensure The Success Of Your Microsoft Dynamics CRM Project, Right From The Very Start – Part 2
2. Tips for Deploying Microsoft Dynamics CRM Online (and the Difference From On-Premise)
3. How to Get a Free Trial of Microsoft Dynamics CRM Online, and Why You Should Engage With a Business Partner Before You Start

Prior to the project kick-off meeting, a well defined statement of work must be analyzed by the project team so it is clear which deliverables are slated for the engagement.  Once the team understands the items for which they are responsible, it is important to review what exactly is being delivered during the kick-off meeting.  Even though clients are attentive to detail, there might be some things that are not clear to them.  This process will remove any doubt of the scope of the project and is a great way for the client to build trust in the implementation team. 

Setting communication expectations is another important factor to ensure project success.   Clients have to be comfortable maintaining open lines of communication with the project team.  Additionally, the project team must set communication guidelines with the client.  It should be made clear to the client who the point of contact is on the project and for which items the contact is responsible.  The project manager’s role should also be clearly defined so that the client is comfortable communicating any issues which might occur during the engagement.

Scope creep is the biggest reason why projects run into difficulties.  Even though deliverables have been laid out and agreed to, there are always shades of gray when gathering requirements.  At this point, it is crucial for the project team to bring this up with the client  as soon as its discovered so  there are no misunderstandings regarding the deliverables.  What often seem like minor tasks outside the scope can quickly add up to a large amount of additional work.  If this is not dealt with properly and in a timely manner, the project team will be overcommitted and eventually over budget.  A good exercise to avert this issue is temporarily setting aside all tasks which are not outlined in the statement of work and reviewing them with the client’s internal team to determine whether or not it is covered under the scope.  If it is established that some tasks are out of scope, then the project  manager has to communicate this to the client immediately so that expectations remain intact.

However, if you are engaging a consulting team for a CRM project, the experience of the team is probably the most significant factor when considering the successful outcome of a CRM project.  What is their experience in the industry? How many implementations have they successfully completed?  What and where are their resources (in-house or outsourced)?  Can they handle all of my needs? RSM McGladrey has implemented CRM systems since 1998 and version 1.0 of Microsoft Dynamics™ CRM.  McGladrey consultants are knowledgeable of the infrastructure and proficient in .NET framework.  McGladrey develops solutions leveraging the Dynamics CRM platform based on the needs of individual businesses.  McGladrey understands  business processes and will make system recommendations to improve efficiencies and reduce costs.

By: Russell Karp, RSM McGladrey, New Jersey Gold Certified Partner for Microsoft Dynamics

Part Two: Why CRM Implementations Fail – The Consulting Team is a post from: CRM Software Blog

Related Posts

1. Part One: Why CRM Implementations Fail – The Client’s Perspective
2. The Not-So-Obvious Reasons Why CRM Implementations Fail, And How To Avoid Them!
3. What You Need to Consider with a Business System Implementations