It’s actually a pretty easy decision once you get down to the basics, like:

• How much will it cost?
• Will your employees use it?
• Will it continue to evolve with changing technology?

So, let’s take a look.

How much will CRM cost?

Microsoft Dynamics CRM costs less than Salesforce.com.  Approximately 32% less.  Make the cost comparison for your organization at http://crm.dynamics.com/en-us/price-comparison.

In addition, when you make the choice to move your sales, marketing, and customer service management to the cloud, you eliminate other capital-sucking costs.  All the costs associated with servers, operating system licenses, and IT personnel to support your CRM system are gone. There are surely lots of other places that you can better spend that money.

Will employees use CRM?

Do your employees use Outlook?  Often?  Every day, all day? 

With Microsoft Dynamics CRM, your sales people can manage their leads and opportunities without ever leaving Outlook.  Your marketing team can share collateral and documents with the sales team directly through Outlook. Your customer service team can view Outlook calendars to schedule services and calls.

All in all, it will be easier for your employees to use Microsoft Dynamics CRM than their old spreadsheets and Word docs. They will love it and they will use it.

Will CRM evolve?

The pace of change in the technology world is mind-boggling and not likely to slow down. When you commit to a software application that is going to manage your most important asset – your customers – you want to be sure that it will mature along with changing technology.  Say whatever you want about Microsoft, but Outlook, Excel, Word and the other Microsoft productivity tools that you use every day set the standard that others imitate.

Microsoft investment in research and development is big…really big.  They bought Skype.  They have big plans for CRM. It’s a really good bet to count on Microsoft Dynamics CRM to stay current.

As you compare your choices for cloud based applications, forget the hype and ask yourself those practical questions that will truly affect your organization and the users of the system.  To find out more about Dynamics in the cloud, call Sam at 1-87PLANET11 or send an email scool@go-planet.com .

PS. Planet’s CRM team has posted a free Dynamics CRM 2011 Project Management tool in Dynamics Marketplace.  Try it and let us know what you think.

by Planet Technologies, Maryland/DC Microsoft Dynamics CRM Partner

Three Undeniable Reasons Why Microsoft Dynamics CRM is a Better Choice for Cloud CRM than Salesforce.com is a post from: CRM Software Blog

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Keeping a customer database up-to-date can be a time-consuming, tedious task.  While customer records can be individually opened and modified within Dynamics CRM, this is a very manual process which can consume many hours and is error prone due to individual record updates.

One of the features in Microsoft Dynamics CRM 4.0 is the ability to use the included import tool to actually update records in CRM, not just to import new records.  This is great for database updating projects such as reformatting phone numbers or updating state information from ‘Washington’ to ‘WA’ so that all records have consistent formatting.  Or it can also be used if you start using a new custom field and you want to go back and populate the field on all the records that were created prior to the change.

How to use the Import Tool in Microsoft Dynamics CRM to Update Existing Records:

In this example, I no longer want my Contacts in CRM to receive faxes.  Therefore, I’m using the import tool to update all of the records where I am the Owner to no longer allow faxes.  I will be using Advanced Find to find a subset of Contacts, export, make my necessary updates, and then import the changes into CRM to update the effected records.

To carry this out, perform the steps below:

1. As a precautionary measure, take the necessary back-ups of the CRM databases.
2. In CRM, select the record entity you want to update, in this case Contacts.
3. Click on Advanced Find and either select an existing view or select [new] and set-up the necessary filtering criteria to identify the subset of records needed.
    
   In this example, my advanced find view is pulling all contacts where the “Do not allow Faxes” field equals “Allow” and I am the owner.  I will be updating all of these to “Do Not Allow”.
    
   
4. Select Edit Columns and add/remove columns as needed for the attributes to be updated.  In the example, I add “Do not allow Faxes” and “Owner” columns and remove “Business Phone” as it will not be used.
5. With the filtering and columns set-up, select Find.  The subset can then be verified and any filtering or column changes can be performed until the desired results are obtained.
6. Click the Export to an Excel Worksheet button.
7. Select Dynamic Worksheet and then Export.
8. Once the file is open in Excel, Unhide the columns.  This will expose the GUID of the entity you are working with. Insert a column to the left of column A, Cut and Paste the GUID column in the newly created A column. Change the (entityid) column header to the actual entity name, in this case “Contact”.
    
   The file should look like this with the exposed GUID:
    
   

 

9. Make the necessary changes to the attribute columns.  In the example, I’m updating “Do not allow Faxes” from Allow to Do Not Allow.  Once the updates are entered, save the worksheet as a CSV file.
10. To import the file, go to Settings > Data Management > Imports.  Create a new import, browse to the CSV file, and set delimiters.  If you receive a “Columns Empty” error, open the file, select and delete the columns to the right of the data to be imported, save and try the upload again.
     
    When done correctly, CRM should be able to automatically map the fields and an “Enrich data by updating existing records” button should appear in the window as you progress through the import wizard.  To update existing records, make sure the “Enrich data by updating existing records” checkbox is checked:
    
    

 

11. Continue through the import until completion.
12. Use Advanced Find and record details to confirm the proper update:

*Note: Look-up attributes cannot be updated using this procedure.

Using the import tool in Microsoft Dynamics CRM to update existing records reduces manual data entry, saves time, and helps you maintain a clean and consitent database.  Having accurate information about your customers and prospective customers is critical in the success of your business. 

Learn more about Microsoft Dynamics CRM by attending a free seminar on Microsoft Dynamics CRM or contact The Resource Group at 425-277-4760.

By Mike Smith, The Resource Group – Seattle, Washington Microsoft Dynamics CRM Partner

Using the Import Tool in Microsoft Dynamics CRM to Update Existing Records is a post from: CRM Software Blog

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Please note: this customization is not supported by Microsoft, make sure to take any and all precautionary measures when performing the customizations detailed below.

Microsoft Dynamics CRM is a very customizable program, allowing the creation of custom entities and attributes that your organization may require.  In addition to these customizations, the Dynamics CRM interface itself can also be customized for your organization.  Wouldn’t it be nice to present your staff a CRM system with a user interface customized to your organization and not just a CRM system with an “out-of-the-box” feel?  Want to increase adoption rates by presenting “your” system and not a “standard” looking system?  Well here’s how you can!

One of the neat customization tricks for Microsoft Dynamics CRM is to change the masthead.jpg image in CRM so that it reflects your company’s name and/or logo.  This way, when a user opens the application, their own company’s name or logo is displayed at the top, rather than the Microsoft Dynamics CRM logo. Our customers like how this fun customization brands the solution as their own.  See an example below and instructions for how to add this simple customization to your own Dynamics CRM solution.

Before customization (click to enlarge):

After customization (click to enlarge):

How to add this customization to your Microsoft Dynamics CRM solution:

The user interface uses two images in the banner that can be altered, “masthead.jpg” (735 X 58 pixel image containing the “Dynamics” sail and the “Microsoft Dynamics CRM” logo) and mast_back.gif (1 X 58 pixel image used to fill space when resizing the browser window)

Depending on the customization route selected below, you will need to edit the masthead.jpg file and possibly the mast_back.gif file.  The images can usually be found in: C:\Inetpub\wwwroot\_imgs.

*Before performing any work, take a back-up of the masthead.jpg and  mast_back.gif files.

Option 1: Retaining the blue CRM banner as a background (require editing of the masthead.jpg file only):

1. Rename the masthead.jpg file.
2. Open the renamed masthead.jpg  file in the image editor of your choice (I’m using Paint)and perform a Save As and rename it back to masthead.jpg.
3. Resize or crop the image to remove the Dynamics logo and sail; the easiest way to  do this is to use the horizontal resizing handle in Paint so that all that remains is a sliver of image left of the Dynamics logo and sail.
4. From this sliver of remaining image, resize back out to the 735 X 58 pixels.  You now have a blank slate to add text or a company logo to.
5. Once done, save your image and open CRM to see the results!  It may be necessary to delete your browser history and recache the CRM page.

Option 2: Using your own background color, not the CRM gradient (requires editing of both the masthead.jpg and mast_back.gif files).  This is shown in the screen shot above:

1. Rename both the masthead.jpg and mast_back.gif images.
2. Take the image you choose to use and resize it to 735 X 58 pixels and save this file as “masthead.jpg”.
3. Create an image 1 X 58 pixels the same color as the new “masthead.jpg” file.  Save this file as “mast_back.gif”.
4. Open CRM to see the results!  It may be necessary to delete your browser history and recache the CRM page.

* Do not use an actual image for this unless a horizontal gradient to a solid color on the right is used due to the the repetitive use of the masthead.jpg file, the results will likely be unsatisfactory

This is an easy way to add a personal touch to your organization’s Microsoft Dynamics CRM implementation.

Learn more about Microsoft Dynamics CRM at a free Microsoft Dynamics CRM Lunch & Learn Event or contact The Resource Group at 425-277-4760.

By Mike Smith, The Resource Group – Seattle, Washington Microsoft Dynamics CRM Partner

Add A Personal Touch To Your Microsoft Dynamics CRM System is a post from: CRM Software Blog

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The ability to create custom entities and relationships in Microsoft Dynamics CRM is virtually limited only to one’s imagination.  Lately, I have seen an ever increasing need to capture data specific to the relationship between entities.

A common example of this is the relationship between Accounts and the Products they own, capturing specifics about this relationship such as serial numbers, lot numbers, and other specifics such as purchase date. Another Example would be Contacts and Classes (a custom entity) and tracking class start date, class end date, and pass/fail information.

If a 1:N relationship is used between entities, say Accounts and Products,  an Account can have multiple Products related to it, but specific data such as serial or lot numbers cannot be recorded.  Any data captured on a 1:N relationship would be the same across all Account to Product relationships, specific data could not be captured.  This would not be the ideal situation where specifics on the relationship between two entities are needed.

The key to collecting the data needed is to create a “middle” entity that has N:1 relationships with both Accounts and Products (or any other entity where collecting this type relationship data is needed.)  The “middle” entity allows us to relate two entities via look-up and capture specific information on the relationship such as product purchase dates, product service renewal dates, product serial #s, product lot #s, product versions, class start date, class end date, and pass/fail information from the above scenario of Accounts and Products or Contacts and Classes.

In this example, we will use the Account to Product scenario.  Create a new entity called “Account Product Detail”.  The next step is to add the desired attribute fields “Serial Number” and “Lot Number”  to the new “Account Product Detail” form, along with the new look-up fields to Accounts and Products.

The end result will be a form that has a look-up to Accounts, a look-up to the Products, and our custom attributes Serial Number and Lot Number.  Products can now be related to Accounts and specific data captured on the relationship.  Workflow can be used to update the Primary Attribute with pertinent information such as Account Name & Product Name (click the image below to enlarge):

The details area from both the Accounts and Products provides easy insight into what Products an Account owns, and the Accounts that have purchased a designated Product when this new relationship is used.   Below the modified Associated View shared between Accounts and Products (click the image below to enlarge):

Use of the “middle” entity provides quick insight into relationship details that would otherwise need to be captured in a disparate system, spreadsheet, or by other means.  “Middle” entities provide fast reference into each related entity and the data collected on the entity.

Learn more about Microsoft Dynamics CRM by attending a free Microsoft Dynamics CRM Lunch & Learn Event or contact The Resource Group at 425-277-4760.

By Mike Smith, The Resource Group – Seattle, Washington Microsoft Dynamics CRM Partner

Unlocking The Power Of Microsoft Dynamics CRM: Middle Entities is a post from: CRM Software Blog

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When implementing Microsoft Dynamics CRM in your organization, the real key to a successful implementation is the commitment to use the system from your Salespeople.  As it turns out, this is often the most difficult group to persuade.  Salespeople are independent by nature, and resist anything they view as administrative busy work, that doesn’t add value to their sales efforts.  I know this from personal experience, as one of the Account Executives at The Resource Group.

Even though it is easy to understand the overall organizational benefits of a Microsoft Dynamics CRM system for a Salesperson, the WIIFM or What’s In It For Me principal applies.  They need to see that the system will make them more effective and efficient at what they do, without adding a lot of extra effort.  In what ways then, does a Dynamics CRM system help a Salesperson to do their job?

Here are some ways that the Microsoft Dynamics CRM system has helped my sales efforts:

• Meetings with my Sales Manager are more effective and less time consuming, because he is able to review all of the relevant information about my opportunities ahead of time.  We are able focus our time on the high priority or stalled opportunities.  The system easily identifies both of these categories.
• The dreaded Pipeline Report – most Salespeople spend a substantial amount of time creating and updating a Pipeline Report for managers.  With Dynamics CRM, the Pipeline Report is created as a by-product of regularly updating the status of my sales opportunities.  Automated workflow helps to streamline the update process, and new opportunity records are easy to create.
• I am better prepared for meetings with customers and prospects, because I have access to all prior interactions, including recent marketing campaigns and customer service issues. 

Get the Buy-In from your Salespeople – it’s the key to a successful Microsoft Dynamics CRM implementation!

By  Earl L. Hunt, CPA Account Executive
The Resource Group – Seattle, Washington Microsoft Dynamics CRM Partner

Salespeople Buy-in – The Key to a Successful Microsoft Dynamics CRM Implementation is a post from: CRM Software Blog

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