Being able to access your CRM system at almost any time and from almost anywhere has certainly changed from the ‘nice to have’ requirement it seemed to be a few years ago. Now it’s a fundamental requirement of the majority of CRM projects we come across. Looking at the notes from some of the most recent discussions between our CRM Consultants and people contacting us for the first time, the snippets include:

- “I have five users in different locations across the country, they all need to use the system”

- “All of us need to be able to get into the system when we’re out of the office”.

- “Our Marketing team are office based but most of our sales team will need to use the new CRM system when they’re out visiting customers”.

There are a wide range of considerations to take into account when you’re choosing a CRM solution. However, if remote access to your system and data is important, then that’s certainly a tick in the box for Microsoft Dynamics CRM. And because different organisations have different requirements, there are a number of ways to set the product up to provide remote access. Here are five ways to do it:

1) Internet facing deployment (IFD) of Microsoft Dynamics CRM on-premise (or partner hosted)

Traditionally, on-premise CRM software could only be accessed from an organisation’s internal network. Microsoft Dynamics CRM’s Internet Facing Deployment feature means your business partner or IT staff can set up the software so you can securely access it across the internet. It’s just like using the system from your office. Choosing on-premise with IFD is often the preferred choice for businesses that have a dedicated CRM server, a complex or highly customised system, or need a lot of memory (for example, they need to store a lot of multi-page documents, or larger scanned files or graphics). It can be set up so that it can be accessed internally only, internally and via the IFD, or just via IFD.

2) Use Microsoft Dynamics CRM Online

Microsoft Dynamics CRM Online is the cloud-based version of the product. You can access the software from just about anywhere you can get an internet connection. This is a popular choice for many businesses, because accessing Microsoft Dynamics CRM Online remotely is a fundamental feature of the product. It’s easy, straightforward and part of its design. It also delivers just about identical functionality to the on-premise version.

3) Access Microsoft Dynamics CRM using a Virtual Private Network (VPN)

A Virtual Private Network (VPN) basically allows your individual users to securely connect to your company network (and therefore your Microsoft Dynamics CRM system) via the internet. Although internet facing deployment is generally the preferred option (using VPN can increase complexity and may limit bandwidth) there are times when you may want to use VPN. Note that VPN’s usually need to be set up by trained IT staff, so tend to be used within organisations that have their own IT department or are particularly IT savvy.

4) Set up Microsoft Dynamics CRM on Mobile devices

Microsoft has a mobile friendly version of Microsoft Dynamics CRM which means you can access it using a smartphone, tablet or similar device. It’s specially designed for mobile products so, like mobile web pages, offers ease of use and viewing. What’s more, in the next product update, due in the second quarter of 2012, there will be a new cloud based mobile CRM service called Microsoft Dynamics CRM Mobile. This will include a new range of CRM applications (apps) for the most popular smartphones and tablets. A licensed mobile user will be able to access Microsoft Dynamics CRM from up to three different mobile devices.

5) Access Data Offline

Occasionally we’re asked the question “I work in remote areas where there’s not always an internet connection. Can I still access CRM?” The answer is again yes. It is possible to set up Microsoft Dynamics CRM to enable you to work with your data ‘offline’ and synchronise it later. So, even if you can’t get an internet connection, you can still work and use the features of Microsoft Dynamics CRM, wherever you are. In the next release, Microsoft Dynamics CRM Mobile will also have an offline mode for most devices.

Of the five options, using Microsoft Dynamics CRM Online or using Internet Facing Deployment to access the system when out of the office are the most common. Mobile is also a popular choice (and is increasingly popular in line with the rise of smartphones), but VPN and offline data access are less common.

Every business is different, and there are various technical and other considerations you need to take into account before choosing how best to access your system remotely. We strongly recommend you talk to your Microsoft Dynamics CRM business partner (and if you have an IT department, talk to them as well) before deciding on which options are best for you.

For more information about Microsoft Dynamics CRM software, its features, functions and deployment options, please contact Concentrix TSG.

By Concentrix TSG, independent UK CRM Specialists

Five Ways to Access Microsoft Dynamics CRM When You’re Out of the Office is a post from: CRM Software Blog

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With the inclusion of activity feeds, Microsoft Dynamics CRM’s journey into social networking is now well underway. What’s more, there’s going to be some major news about social networking and Microsoft Dynamics CRM later in the year (watch this space!).

On the subject of future updates, here’s a really exciting development: coming soon (in the first half of 2012) you’ll be able to use Microsoft Dynamics CRM on a variety of different web-browsers.

Since its inception, both Microsoft Dynamics CRM and Microsoft Dynamics CRM Online have been built to run on Internet Explorer. That generally hasn’t been an issue, because PCs and Internet Explorer were (and are still) used in a massive number of organisations and businesses throughout the world. However, the internet landscape is changing.

Statistics vary on the popularity of web browsers. Internet Explorer is still generally accepted as the most popular, but others, such as Firefox, Safari and Google’s Chrome, are gaining in popularity. More and more people are accessing the web using tablets, smart-phones, and other mobile devices as well as PCs and laptops. The default or browser of choice in these devices is not always Internet Explorer. So quite simply, being able to access Microsoft Dynamics CRM via a range of different web-browsers means you should be able to use it on products like Macs, iPads, and a whole range of other devices.  And if your personal preference is to use a browser such as Chrome or FireFox, you can do so and not have to change to Internet Explorer when you run Microsoft Dynamics CRM.

Cross-browser support will be available for both Microsoft Dynamics CRM and Microsoft Dynamics CRM Online. The potential of this change is quite dramatic and opens up a whole new breadth of possibilities. It increases the flexibility of this leading CRM software solution. It means you’ll be able to access it from a massive variety of web-enabled devices, in the method you prefer from just about wherever you are. The result is more choice for everyone, an even better product, and even better user experience.

Microsoft Dynamics CRM has a clearly defined roadmap setting out its long-term development plans. It regularly provides innovative and enhanced functionality which consistently delivers increased value to its users.  For more information about the impact of cross-browser support, current and future updates of Microsoft Dynamics CRM, or advice on how to best harness the power of the product in your business, please contact Concentrix TSG or your local Microsoft Dynamics CRM Business partner.

By Concentrix TSG – independent CRM and Business Software Specialists.

Coming Soon: Use Microsoft Dynamics CRM on Different Web Browsers is a post from: CRM Software Blog

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Since January 2011, when Microsoft Dynamics CRM Online was launched in the UK, it generated a great deal of interest (and still does). Here are some of the reasons businesses choose Microsoft Dynamics CRM Online as their CRM solution:

• You can access Microsoft Dynamics CRM Online from anywhere you can get an internet connection
• Microsoft Dynamics CRM Online is a browser-based CRM solution, but it also works from within Outlook (it’s not just an add-on, it’s fully integrated and works as part of Outlook)
• It has some great features! Microsoft Dynamics CRM Online has market-leading dashboards, impressive charts and business intelligence, powerful processes, dialogues and workflows, easy personalization, can be integrated with other Microsoft products such as SharePoint and Microsoft Dynamics NAV and it’s one of the most flexible CRM products available
• Being a Microsoft product, Microsoft Dynamics CRM has an ‘office’ style interface so it looks familiar to nearly everyone. This means it’s quick and easy to train people to use the system, and has high user adoption rates
• Because it’s cloud-based, Microsoft Dynamics CRM Online is quick and easy to get up and running, and you won’t have to spend much (if any) money on extra IT hardware or infrastructure
• You won’t need specialist technical skills or an IT department to get up, running, and productive with the product. All the technical stuff is looked after either by Microsoft or your Microsoft Dynamics CRM Online business partner
• If you decide that an on-premise CRM solution is the route you want to take in the future, it’s fairly straightforward to transfer over from Microsoft Dynamics CRM in the cloud to Microsoft Dynamics CRM 2011 on-premise. Both products use the same code and are almost the same (from a user’s point of view you are unlikely to notice any difference)
• It doesn’t matter how many users you have, Microsoft Dynamics CRM Online is a product which scales well. It’s a great choice for businesses large and small. If you have one user, 1,000 users or 10,000 users, as your business grows, the product can grow with you.  Tests have shown Microsoft Dynamics CRM will work with 100,000 concurrent users
• It’s priced extremely competitively.  Microsoft Dynamics CRM Online is currently £22.75 per user per month (changing to £29.50 per use per month after 31^st December 2011). Compared with the cost of other cloud-based CRM software products with similar levels of features and functionality, these prices deliver outstanding value.
• You pay a monthly fee for the product based on the number of users you have. Many businesses prefer this, because it means your CRM software effectively becomes an operational cost rather than capital expenditure
• Microsoft Dynamics CRM Online is available in 40 countries and 41 different languages, and is supported by a network of literally hundreds of Microsoft accredited business partners throughout the world. So wherever you are, or if your business opens branches in different countries or even relocates,  you’ll have a local partner available for help, advice, and to look after the product for you
• If you want to try the product for yourself, there’s a free trial of Microsoft Dynamics CRM Online available. It’s a web-based trial so you won’t need to download or install any software. To get started, you just enter a few very basic details (you will NOT be asked for credit card information) and you can use the product for 30 days with no obligation.
• The product is run, managed, and supported on cloud infrastructure that’s looked after by Microsoft: 24/7 all year round. In the unlikely event that Microsoft Dynamics CRM Online is unavailable for more than 0.1% of the time because of a problem with Microsoft’s infrastructure, they’ll give you money back to compensate

If you’re a UK organisation and thinking about deploying Microsoft Dynamics CRM Online, contact Concentrix TSG for independent advice on what’s involved, getting started, a free demo, or to set up a trial.

By Concentrix TSG – UK Dynamics CRM specialists

Some of the Reasons UK Businesses are Choosing Microsoft Dynamics CRM Online as Their CRM solution is a post from: CRM Software Blog

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This offer has been running for nearly a year now, and provides a great chance for businesses large and small to get started with this ground-breaking CRM software – with low financial outlay and very little risk. But by their very nature, offers can’t go on forever.

From 31^st December 2011 the price of Microsoft Dynamics CRM Online in the UK will change to the standard price of £29.50 per user per month. That’s still a great price, especially if you compare it with the cost of other cloud-based CRM software with anywhere near the same level of features and functionality as Microsoft Dynamics CRM Online.

There’s still time to get the introductory price. As long as you order before 31^st December 2011, Microsoft will honour its introductory offer rate for the next 12 months. What’s more, any further users you add after 31^st December will also be at the lower price. So if you’re considering implementing Microsoft Dynamics CRM Online as your CRM solution, and you’re in a position to order, doing so now will save you money for at least a year.

If you want to try the product for yourself, the free trial of Microsoft Dynamics CRM Online is still available. It’s a web-based trial so you won’t need to download or install any software. To get started, you just enter a few very basic details (you will NOT be asked for credit card information) and you’ll be able to use the product for 30 days with no obligation.

If you work in a UK organisation and are thinking about deploying Microsoft Dynamics CRM Online, contact Concentrix TSG for independent advice on what’s involved, getting started, a free demo or to set up a trial.  And if you’ve already made up your mind that Microsoft Dynamics CRM Online is the right CRM solution for your business, get your order in before 31^st December and take advantage of the last few days of the introductory offer!

By Concentrix TSG – UK Dynamics CRM specialists

Microsoft Dynamics CRM Online – UK Introductory Price Offer Ending Shortly is a post from: CRM Software Blog

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An effective CRM strategy largely comes down to well designed, well implemented, and well run customer facing business processes. In theory, you don’t need software to have a CRM system. However, the modern advances in technology make maintaining and developing a CRM strategy a lot easier if it’s supported with good quality CRM software.  Whatever CRM software you choose, it’s how you’ve designed your processes, and made the technology assist or enhance these processes, that delivers the main value.

One of the key features of Microsoft Dynamics CRM 2011 is that it makes it easy to create automated business processes. The feature, called (unsurprisingly) ‘Processes’, enables any user that’s been assigned permission (these are usually system administrators), to quickly build these processes and tailor them to your business requirements. This powerful functionality has the flexibility to enable users to tightly fit the software to the way your business works. With some other CRM software solutions, creating processes of a similar level may need significant development work or a ‘plug-in’ application.

The Microsoft Dynamics CRM 2011 Processes feature allows you create two different types of process. These are ‘Workflows’ and ‘Dialogues’.

In a nutshell, a Workflow is a selection of activities or tasks that are done automatically. A workflow can be triggered manually, or by a defined action or event, or by another workflow. Workflows increase efficiency by reducing repetitiveness and helping users perform tasks and activities quickly, correctly, and reliably. Workflows also help standardise the way things are done, ensuring consistency and reducing user errors.

Workflows in Microsoft Dynamics CRM can deliver benefits to customer service, support, sales, marketing, and many other areas of an organisation. So here’s a very simple example of a workflow.

Let’s say a user in Marketing enters a new lead or enquiry, and assigns the lead to a user in Sales. A workflow could trigger an email to the Sales user to tell them that a new lead has been created and assigned to them, and provide them with a summary of the lead details. It could also create an activity, such as a phone call, for them to follow the lead up. If they haven’t completed the follow up in say, 6 hours, the workflow could then send a reminder email to them, or their manager, or even reassign the lead to another staff member.

A clever feature of Microsoft Dynamics CRM 2011 is that workflows run asynchronously. This means that the workflow will only run when there’s enough system resource available so that it doesn’t adversely affect user performance. On most workflows, you won’t even notice this is happening (it’s usually fractions of seconds), and it gives you the assurance that all users have an efficient, smooth-running CRM system.

The other type of process in Microsoft Dynamics CRM 2011 is Dialogues.  Dialogues are a great tool for things like approval procedures, getting feedback, or creating call scripts for customer service, support, telesales, or telemarketing. They allow you to define a set of steps to follow, answers to give or actions to take when communicating with your customers, depending on their response. This ensures consistency, reduces training and improves efficiency when talking to customers or contacts.

With just a small amount of training, Microsoft Dynamics CRM 2011 users are quickly able to produce processes, dialogues and workflows, and bring another level of benefits to your business. Even if the processes are particularly complex, you can always ask your CRM business partner to write them for you. Then, your system admin (or whoever you choose to train up in processes) can tweak or adapt the processes if or when your requirements change.

However you use it, the process, workflow and dialogue functionality of Microsoft Dynamics CRM 2011 makes it a lot easier to implement and maintain an effective CRM strategy within your business.

By Concentrix TSG –UK Microsoft Dynamics and CRM Specialists

Processes, Workflows and Dialogues: How Microsoft Dynamics CRM Makes Running Your Business So Much Easier! is a post from: CRM Software Blog

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Microsoft has invested exceptional amounts in its cloud-computing infrastructure. Security is a key factor in ensuring its cloud computing strategy is successful, so they’ve taken the security of Microsoft Dynamics CRM Online extremely seriously. The result is that it’s a highly secure CRM application. Microsoft has a large team of skilled professionals, IT, and security experts that are looking after the infrastructure, software, and system 24/7. Because of this, Microsoft Dynamics CRM Online is actually a lot more secure than many ‘on-premise’ deployments of the product.

Security with Ease of Use

While users and businesses have to be confident in the security of Microsoft Dynamics CRM Online, it’s also important that this security doesn’t diminish the user-experience. Ease of use, familiarity and high user adoption rates are after all some of the key features of Microsoft Dynamics CRM. While building security in to the product ‘from the ground up’, Microsoft has also ensured that it hasn’t added anything that is cumbersome or makes the online product any harder to use than the on-premise version. The result is that a lot of the security features actually go unnoticed by the average user.

End-to-End Approach

It’s easy to think that cloud software security is all about hi-tech encryption and protocols. These are of course an important part of it, but Microsoft has taken an end-to end, holistic approach to the security of Microsoft Dynamics CRM Online. This means they have incorporated strong security within the application itself, as well as a variety of other safeguards within the product’s environment.

Starting with the physical, there are stringent security measures at all of the Microsoft data centres. These include tight controls on who is allowed in to the buildings, and who is given permission to access the system and database. Back-up data is highly secured and held offsite, and physically protected against natural disasters as well as man-made threats. Similarly, the data that Microsoft support staff and technicians can access is also limited, while at the same time enabling them to provide an excellent service.

Preventing Malicious Attacks

One of the most common potential security breaches we hear about in cloud applications is the unauthorised interception or access of data as it is transmitted between the user’s PC and the cloud-based servers. There are various ways Microsoft significantly reduces the chances of this happening. These secure data on a number of levels to help avoid incidental corruption, malicious attack, and web-based communication attacks.

Microsoft Dynamics CRM Online shares most of the security features of Microsoft Dynamics CRM deployed on-premise. These features work together to secure data and enable organisations to define the security rights of each of its users. These are based on roles, objects, and teams. For example, a user assigned as a system administrator can do a lot more than a user assigned as a salesperson. It’s possible to allow only certain users to see certain leads, or allow only members of particular teams to have certain permissions. On a field level, it is possible to restrict who can update, create, or read certain fields.

Security Mechanisms

The security of Microsoft Dynamics CRM Online is also enforced and enhanced by the other applications it works with. For example, Microsoft Dynamics CRM Online uses the convenience, yet high security of Windows Live ID, while other security mechanisms protect the server, channel, and operating system. Microsoft Outlook has strong security built-in, so when you’re using Microsoft Dynamics CRM Online from within Outlook, it also takes advantage of, and adds to, these security features.

If security is a consideration for you when choosing between Microsoft Dynamics CRM Online and On-premise, it’s important to consider how secure your on-premise server, applications, and software will be if you choose on-premise. How secure is your system? What procedures, people, expertise, and resources do you have in place? How often do you back up, security test, monitor, patch, and update your software?

There are a variety of hi-tech and ‘behind the scenes’ precautions, routine tests, audits, and other security measures in place that protect Microsoft Dynamics CRM Online. These keep it updated against threats, as well as helping reduce the likelihood of it being unavailable.

In addition to having technology in place to prevent attacks, Microsoft also actively monitors its global network. It has tools in operation which will detect early signs of potential malicious activity, so if there is a breach, the chances are it will be found out and dealt with early on.

Financially-Backed Guarantee

No matter how much time, money, and resources a business invests in security, no-one can guarantee that everything will work 100% all of the time. But it’s possible to get pretty close, – and Microsoft has put money on it! Microsoft provides a financially-backed guarantee that Microsoft Dynamics CRM Online will be available at least 99.9% of the time. If it’s not, you get cash back.

For more information about the security of Microsoft Dynamics CRM Online, or other queries about Microsoft Dynamics CRM, please contact Concentrix TSG.

By Concentrix TSG – UK Microsoft Dynamics and CRM Specialists

Microsoft Dynamics CRM Online – How Secure is Microsoft’s Cloud-Based CRM? is a post from: CRM Software Blog

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Why? Because it sets expectations for you, the client, and the business partner you’re working with. It defines what’s going to happen, what’s not going to happen, and helps avoid project drift (project drift or creep will cause problems in most projects, and CRM is no different). It also defines the measurements of success.

Focus on Business Processes

Failing to understand, articulate, and include all relevant business processes within a new CRM project can result in a system that doesn’t meet the full needs of its users. This can result in lack of user buy-in and even project failure.

Scoping is the first main stage of the CRM implementation process. It’s important because it focuses the attention of staff within a business on their current business processes. It helps them fully understand the breadth of each process, how it interrelates with other departments within a business, and why something is done the way it is.

Defining your CRM Project

There is of course more than one way to define a CRM project. Usually a CRM project team, consisting of key project staff from you and your business partner, will work together to define the purpose and scope of your project. From this, your business partner will produce a business requirements specification and a system design document. As well as showing how the CRM system will achieve the requirements and objectives, it may also include project plans, detailed costs and risk analysis.

So, scoping gives organisations a way of fully understanding, and articulating, their existing processes. When this is done, they can look at improving them, and implement a CRM system that will achieve this.

Understanding CRM software

As well as understanding your businesses processes, it’s also important to understand CRM software. When you’re starting out on a CRM project with a product such as Microsoft Dynamics CRM, it can take a while to comprehend the depth of the product and what you can achieve with it.

Microsoft Dynamics CRM is a highly flexible product. As well as being able to get up and running with it ‘out of the box’, it’s also possible, for a qualified business partner, to configure or customise the product almost beyond recognition. Although you don’t need to understand the technicalities of the software, you need to understand how it will best meet the requirements of your organisation. The project scoping exercise will identify and explain this.

Solid Foundation to Take your Project Forward

Another benefit of project scoping is that it is non-committal. Scoping can be carried out by your CRM business partner, a CRM consultancy, or for larger projects you may even employ the expertise as an in-house resource. Once completed, it will provide you with some extremely useful information and a solid foundation on which to take your CRM project forward. But this doesn’t mean you have to commit to anything. You can use the information and documentation to discuss your requirements with other CRM business partners, or use it as the basis of an RFI or tender.

Benefits Business Partners as Well as Clients

Clearly defining the CRM project is not only beneficial to the client business; it’s also good practice for business partners. From a business partner’s point of view, if we have a good grasp of your business requirements, we’re in a strong position to deliver a solution fit for purpose, that meets the business objectives of our customers, and ideally exceeds their expectations. From a client’s point of view, it helps you keep control of your costs, ensures you get what you pay for, and know precisely what you’re getting.

For all parties, it enables development of KPI’s and measurement of success. So, for everyone involved, it’s important to define the scope of your CRM project – right at the start.

By Concentrix TSG, UK CRM specialist and Microsoft Business Partner

Why It’s Important To Define The Scope Of Your CRM Project – Right At The Start is a post from: CRM Software Blog

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If you decide to take a trial, you’ll be able to work your way around Microsoft Dynamics CRM Online, use its key features and functions, explore its different areas, and even download extras to customise your trial. You’ll really be able to get to grips with the software’s ‘look and feel’, and you can do all this at your own pace and in your own time.

Strictly speaking, you can sign up for a trial of Microsoft Dynamics CRM Online and not work with a business partner. There are a variety of materials available to help you find your way around Microsoft Dynamics CRM. However, you’ll get a lot more from the trial, and the product, by engaging with a business partner from the start.

Here’s how a Microsoft Dynamics CRM Online trial typically works. Using a short and simple online procedure, you sign up for the trial from the dynamics CRM website relevant to the country your business is in. During the sign-up process, you may be asked for your Microsoft Partner of Record (this usually refers to your current Microsoft business partner, if you have one). You’ll need a Windows Live ID and Internet Explorer 7 or later. There’s no software installation, and your data is held on a secure website and you’ll have an area specifically allocated to you.  Towards the end of the sign up process you’ll be given a URL from which you access the trial. Trials usually last 30-days, and you can have several users within your business included.

The sign-up process is pretty straightforward, but if you don’t want to do it yourself, contact a local Microsoft CRM business partner and they will be able to sign up on your behalf.

So why work with a Microsoft Dynamics CRM business partner during your trial?

Microsoft Dynamics CRM is easy to use, but there’s a lot you can do with the product. The way you use the software can vary depending on the nature of your organization. It’s also extremely powerful, and the features and functionality of Microsoft Dynamics CRM are numerous. So if you’re new to it, an introduction to the product by an accredited and experienced business partner early on will not only get you up and running far more quickly, it will also make sure you are approaching the trial in the right way for your particular requirements.

If you work with a business partner, they’ll be on-hand at all stages of the trial. At the start of your project, you can talk to them about your aims, objectives, and what you’re looking to get from a CRM system. You’ll find the overall trial experience significantly more productive.

An accredited business partner can help you get started by providing an overview of Microsoft Dynamics CRM 2011 Online, show you the areas most relevant to what you’re aiming to achieve, as well as demonstrating how some of the key features work and what the main areas do. They can focus in more closely on particular areas to match the nature of you and your colleagues’ job roles, and be able to quickly share tips, expertise, and advice.

Engaging with a partner during your trial of Microsoft Dynamics CRM Online gives you access to on-hand expertise, experience, help, and advice. You’ll have someone to call up or send an email to if you have a query or need guidance. From simple ‘how do I…?’ type questions to ‘would you be able to configure the system to do this process …?’, you’ll be able to get a relevant, quick, and informed answer.

Once you’ve completed your trial, if you then decide that Microsoft Dynamics CRM (either online or on-premise) is the right CRM software for your organization, you’ll find that having worked with a business partner will save you time and money. They’ll have built up a good understanding of your business and what your objectives are. They’ll already know the business issues you’re using the CRM system to solve, and how best to adapt the product to meet your requirements. They’ll have a good idea of your training needs, how much support you’ll need, and your project requirements.

The results? Quicker implementation time, better quality implementation, better service delivery, and lower costs. 

By Concentrix TSG, UK CRM specialist and Microsoft Business Partner

How to Get a Free Trial of Microsoft Dynamics CRM Online, and Why You Should Engage With a Business Partner Before You Start is a post from: CRM Software Blog

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With all this functionality, flexibility, and potential, it’s easy to lose sight of the benefits that Microsoft Dynamics CRM will bring to an organisation that has fairly standard business processes and is just looking to improve its sales, marketing, and customer service.  

Microsoft Dynamics CRM is a great option for businesses that need a highly configured or customised CRM solution. In fact it can be so highly configured that it can become hardly recognisable as a CRM solution (which is where ‘xRM’ or ‘anything relationship management’ comes in). But Microsoft Dynamics CRM is also ideal for organisations, small or large, that need straightforward, ‘out of the box’ functionality. It’s great CRM software for businesses that want minimal configuration, combined with ease of use to generally improve their business processes and deliver a rapid return on investment (ROI).

With a choice of deployment options; either on-premise, partner hosted, or cloud-based, the flexibility of Microsoft Dynamics CRM begins before the implementation process. Even though it is effectively the same product, there are a variety of different reasons businesses choose to go on-premise or cloud-based. For example, a common deciding factor  in choosing between on-premise or cloud deployment is the preference for either an up-front capital cost, which you’ll incur more with the on-premise version, or having a monthly operational cost incurred with the cloud option Microsoft Dynamics CRM Online. There are many other reasons as well, but whatever your preference, Microsoft Dynamics CRM gives you a choice. This means you can deploy the product in a way that’s best suited to your business strategy.

Whatever deployment option you choose, here are 14  ‘out of the box’ benefits that Microsoft Dynamics CRM will typically deliver to a business soon after implementation:

1. Staff start to work more effectively and make better decisions because, using features such as Microsoft Dynamics CRM’s search filters, ‘advanced find’, and reporting tools, they can quickly and accurately access the precise information they need.
2. Your Marketing improves as Microsoft Dynamics CRM makes it easy to set up, manage, run, analyze, and refine campaigns. This in turn helps marketing staff get the best from their marketing spend, and improve campaign results.
3. Right from the start, the range of new features in Microsoft CRM 2011 such as dashboards, its enhanced familiarity, and role-tailored client help everyone who uses the system work even more efficiently.
4. You soon begin to win more business as Microsoft Dynamics CRM helps Sales and Marketing staff work together and improve the way they track and manage leads and opportunities.
5. Because Microsoft Dynamics CRM keeps all information in one place, there are no more silos of information – everyone has access to all the information they need and they work together more effectively.
6. Having all customer interactions stored in Microsoft Dynamics CRM, combined with its range of tools and integration with Outlook you soon start to improve communications with your customers and increase general business efficiency.
7. Your business processes improve as, properly implemented, Microsoft Dynamics CRM installs a ‘best practice’ approach.
8. Your customer retention and revenue increases as your staff deal with queries more quickly and efficiently.
9. Marketing and Sales bring in more orders as Microsoft Dynamics CRM enables them to keep a clear view of the market and identify more potential sales opportunities.
10. Microsoft Dynamics CRM has a variety of features to boost productivity and is a fast, easy to use and reliable CRM solution, so your overall businesses efficiency soon starts to improve.
11. Because Microsoft Dynamics CRM improves sales forecasting, your scheduling and purchasing also improve.
12. Microsoft Dynamics CRM enables better pipeline management, which in turn means you can more accurately predict manufacturing and production requirements.
13. Your senior sales staff and management better develop sales individuals and teams through greater transparency and analysis of the sales process.
14. Microsoft Dynamics CRM’s servicing and case management increase your efficiency in handling customer issues, problems or support requests, improving your customer care, your reputation and customer retention. 

There are many other specific benefits Microsoft Dynamics CRM can deliver to a business. Once you’ve used Microsoft Dynamics CRM for a while, installed a ‘CRM culture’ in your business, and started realising the benefits, then you’ll start to appreciate the product’s potential even more. That’s when you may start to consider exploiting the flexibility of Microsoft Dynamics CRM through further development and more advanced configurations – f evoren greater benefits.

If you’re a UK business and need advice or more information about implementing Microsoft Dynamics CRM and the benefits it can deliver to your organization, please contact Concentrix TSG .

By Concentrix TSG: a leading  UK Microsoft Dynamics Specialist

14 Benefits of Microsoft Dynamics CRM – Straight ‘Out of the Box’ is a post from: CRM Software Blog

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What is SharePoint?

SharePoint is one of Microsoft’s fastest growing business applications. SharePoint is a collaboration tool which makes storing, accessing, finding, and sharing documents and information easy, efficient, secure, and controllable. It’s also a highly configurable application and so is ideal for creating custom business solutions. This gives SharePoint the potential to improve a wide range of business processes, and makes it great for a wide range of practical uses. These range from business-wide document management systems to SharePoint intranets.

And here’s the really good news: Microsoft Dynamics CRM 2011 integration works with SharePoint Foundation, which you probably already own (it’s included free with most servers).

Document Control

Microsoft Dynamics CRM doesn’t have comprehensive document management functionality ‘out of the box’, so integration with SharePoint is a big advantage for areas such as Sales and Customer Service that need strong document control.

For example, say a company needs to produce a tender response or bid for a large potential project. The response document or documents can get worked on by a number of different people within the organisation. It may start at the marketing department, go through Sales, then to subject matter experts elsewhere in the company, reviewed and revised, perhaps looked over by finance, and back to sales or marketing before being collated and submitted to the client.  SharePoint enables these documents to be checked in and checked out, have all changes fully tracked and document versions tightly controlled. At the same time, by using SharePoint the business can apply different levels of security to restrict the documents, or give access only to those who need it. Later in the document’s life it can be also archived as required, while retaining its full revision history. 

SharePoint within Microsoft Dynamics CRM

With the SharePoint integration available in Microsoft Dynamics CRM 2011 and Microsoft Dynamics CRM Online , businesses can have rich document management functionality as part of their CRM system. So while you’re working in Microsoft Dynamics CRM, you’re able to create, upload, view, and delete documents that are in SharePoint and relate to what you’re working on. You’ll also be able to check documents in and out, view their version history and change their properties – all from within Microsoft Dynamics CRM.

With the previous example of a tender or bid response, the documents would probably relate to an Opportunity. But rather than attaching the document to the Opportunity as a ‘Note’, the integration with SharePoint would create a SharePoint folder and a window within Microsoft Dynamics CRM will show all the relevant documents within that folder. So your tender documentation is tightly and fully controlled, and you’re still working in Microsoft Dynamics CRM.

Consistent Security

Microsoft Dynamics CRM 2011 SharePoint integration works with any entity, not just Opportunities. It’s one of the features of Microsoft Dynamics CRM that has practical application throughout the product such as case management, service management, leads, quotations, and much more. In addition, security is consistent between Microsoft Dynamics CRM and SharePoint, as you can also apply the same security profiles. This means that if a user isn’t allowed to see the document in SharePoint, they won’t be able to see it in Microsoft Dynamics CRM.

Delivering Innovative Solutions

Microsoft Dynamics CRM and SharePoint integration is really starting to bring CRM Software to the next level. Recently, Concentrix TSG has been building some sophisticated functionality and workflows using the combination of these products. For example, one of our clients produces a high volume of proposal documents. Using SharePoint’s powerful mail merge functionality (which can do a lot more than the standard mail merge in Word), the client is able to click on a button in Microsoft Dynamics CRM which automatically completes a whole list of tasks and processes in both products. One click and in the background a range of proposals are merged with selected contact and other business information, converted to PDF’s, saved in a SharePoint folder or folders, attached to an email and sent to the appropriate client (or to the user to look at first if required). These actions and activities are all logged against the relevant records in Microsoft Dynamics CRM.

Massive Future Potential

The integration between Microsoft Dynamics CRM 2011 and SharePoint has massive potential and opens up a whole world of possibilities. It will be interesting to see the range of innovative solutions that businesses, Microsoft partners and others will develop in the coming months.

By Concentrix TSG – independent UK SharePoint and CRM Specialists

How Microsoft Dynamics CRM 2011’s Built-In SharePoint Integration is Delivering Major Business Value is a post from: CRM Software Blog

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