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

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

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

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

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

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

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

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

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

by BroadPoint

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

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OTT, Inc.’s annual Summit delivers a unique educational experience for Microsoft Dynamics CRM clients and prospects, helping them conquer the key challenges facing their organizations, improve their business edge, and discover practical solutions and tools to help them grow their organization. This one-day conference offers 25 concurrent educational and informational sessions, including 5 sessions dedicated to Microsoft Dynamics CRM.

The 5 Microsoft Dynamics CRM sessions that will be presented at OTT, Inc.’s 2011 Summit include:
o To the Cloud: Microsoft Dynamics CRM Online
o Microsoft Dynamics CRM 2011: What’s New
o Upgrading to Microsoft Dynamics CRM 2011
o Ask a Microsoft Dynamics CRM Consultant
o Microsoft Dynamics CRM for Project Management

Interested in learning more? To learn more about the 2011 Summit, visit the official Summit website at www.OTTSummit.com (or contact the OTT, Inc. Team at events@OTT-Inc.com or 651.262.2615). On this site you’ll find the most up-to-the-moment information on the 2011 Summit including a conference agenda, a detailed listing of sessions, venue and accommodation information, information on Sponsors of the 2011 Summit, registration information, and more.

By OTT, Inc., a Minnesota Microsoft Dynamics CRM Partner

5 Hours of Microsoft Dynamics CRM Training and Information is a post from: CRM Software Blog

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1. Deployed a Project Management solution within Microsoft Dynamics CRM for an IT Service Provider who needed a more consolidated view of active projects and project task deliverables.

o Provided a consolidated view of all projects, project tasks, resources time and expense

o Significantly reduced the administrative effort to create new projects through the implementation of project templates – while maintaining consistency around different project types.

o Provided the ability for bulk Time Entry and Dashboards for visibility into project budget vs. time spent, resource utilization, and project task assignment.

2. Implemented Microsoft Dynamics CRM for an Insurance Agency looking to better manage their client relationships and streamline agency operations regarding policies, commission schedules, and customer service.

o Migrated data from their existing agency management system and had all users on Microsoft Dynamics CRM in less than a few days.

o Simplified the incoming and outgoing commission reconciliation process and saved the agency 24 administrative hours in the first month.

o Deployed Reports that measure key metrics around client stewardship, producer sales activity and commission tracking.

3. Implemented Microsoft Dynamics CRM for a leading Chemical Manufacturer looking to better manage their distributor relationships, sales activities, and information visibility.

o Provided a consolidated system of all distributor and end user customer information

o Provided a mechanism to track sales activity and competitive product information to identify up-sell / cross-sell opportunities into their customer base.

o Integrated Microsoft Dynamics CRM with their ERP / Order Processing System using Scribe Software for real time data integration.

We’ve helped hundreds of businesses streamline their business operations, boost people productivity, and achieve great business visibility with Microsoft Dynamics CRM. Feel free to contact AbleBridge if you have any questions or want to learn more about how we can help your organization realize the benefits of Microsoft Dynamics CRM.

by AbleBridge, Massachusetts Microsoft Dynamics CRM Partner

3 Ways AbleBridge Helped Customers Realize the Benefits of Microsoft Dynamics CRM 2011 is a post from: CRM Software Blog

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Since CRM doesn’t have any project management functionality out of the box, this means you can customize and tailor the functionality to suit your needs. At the most basic level, you will want to have an entity (record type) to track a project, and within this entity you can create the fields that apply to you – things like a description, an owner and/or a project manager, perhaps a time entry code, and some custom status values. At this base level, you can just update the fields as the project progresses, and set it as closed when it is done.

You can, however, extend beyond this. Create your project entity with activities, and you can set up specific tasks, assign them to other CRM users for completion, and track project-related emails from Outlook. You may also choose to use those activities to track time spent working on the project, which could either produce time reports or integrate with a time-tracking system. Use the built-in integration with SharePoint 2010, and you can use CRM/SharePoint as the document repository for project documents, signed proposals, requirements documents, etc. I have encountered a number of organizations where project information is known only by the project manager and anyone who is working on it regularly. Anybody else has to ask one of these people what the current status is, which copy of the requirements document on the shared drive is the most current, and other similar questions. When this information is located centrally through CRM, it becomes an easy place for anyone to go to and get a full picture, including the documents. If you enable versioning on the SharePoint library that CRM is integrated with, you can avoid the common “which document is the most recent” problem. Just save over the top of the same file in SharePoint, and let it handle the multiple versions. From the end user perspective, they only have to look for one document. From the PM perspective, if you need to review previous versions, they are all still there.

You can also extend your project process using the CRM workflow engine. Perhaps when a project gets started you wish to alert a salesperson, or an internal accounting person. Maybe when a project is marked as completed you wish to send a closing letter to the customer, or send a satisfaction survey. You can create workflows that are driven by changes in the status to automate these processes so you don’t need to remember to do it manually. You could also automate task creation. In a situation where a certain type of project always requires the same set of preparation steps, have a workflow create those tasks automatically and assign them to the PM or owner of the project.

I also like to extend the project management capabilities to include change orders and bug fixes. This gives you even more extended functionality by simply adding 2 relationships. A change order is just another project related to the first, so a circular relationship works there. Something like a bug or serious issue can be tracked with the built-in Cases, so linking a project to cases works very well for that.

As you can see, using CRM for project management can be a very powerful and useful tool. Keep in mind that if you require a true Enterprise Project Management (EPM) tool, CRM by itself may not suffice. Tracking and managing resources and utilization, stacking multiple projects by interconnected dependencies, and other higher-level functions would be more difficult to create in CRM and probably would not be as user-friendly as some EPM applications, but many of these applications will integrate with your CRM system, so you can still get some information visible to other staff.

You can learn more about project management in CRM by attending OTT, Inc.’s annual Summit, which will be held on Monday, November 14, at the Minneapolis Airport Marriott, where we will be presenting a session specifically on project management in CRM, including a demonstration of a functioning system. If you are unable to attend OTT, Inc.’s 2011 Summit, you can of course always contact us at info@ott-inc.com, or by visiting our website.

By OTT, Inc., a Minnesota Microsoft Dynamics CRM Partner

Using Microsoft Dynamics CRM for Project Management is a post from: CRM Software Blog

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 When deciding which of the two approaches to proceed with, it’s important to understand the terminology and pros and cons of each strategy. Below, I’ve laid out the pros and cons of the traditional options and the unique strategy behind the xRM platform.

 Pros:

• Solution will promote business process reengineering
• No customization makes for easier upgrade path
• Timeline and budget won’t fluctuate dramatically due to xRM being out of the box

 Cons:

• Requires modification of business processes in order to meet your desired goals
• Significant initial software investment, in addition to software maintenance costs
• If the out of the box functionality doesn’t meet the evolving needs, organizations are faced with product maintenance and expensive customization to meet the requirements

 COTS solutions work well  for departmental applications like accounting, human resources etc. Yet, their use and effectiveness can diminish as it is spread across your entire company apparatus. Enterprise applications that utilize COTS typically will require organizations to adjust their business processes to meet the confines of the solution. Purchasing a solution with complex capabilities that your company won’t utilize will just increase your financial cost in both the near and long term.

 Additionally, if the out of the box functionality isn’t up to par for your organization, you’ll have a product that will require ongoing maintenance and expensive customization. This can significantly increase the project budget and/or limit the organization’s strategic initiatives.

 Custom Development:

Companies that identify their unique characteristics often see the value in custom development.  It’s meant to foster the organization’s strategic advantage and conform to the business processes, not vice versa as is required with COTS.

 In theory, custom development will align your strategic objectives with your newfound technological capabilities. Unfortunately, the unpredictable nature of the timeline and budget, limited upgrade path, and reliance on specific programmers creates a level of uncertainty that few organizations are willing to undertake. Custom development has proven to be such a painful process for so many organizations that the word ’custom’ has become a four letter word.

 Microsoft xRM:

Microsoft xRM is not a product; rather it is a strategy or concept. The ‘x’ denotes that you can utilize this strategy to develop anything-any relationship, process or data element. xRM is an application platform that offers the best of both worlds between commercial off the shelf solutions such as Microsoft Dynamics CRM and custom development. The xRM platform provides core business features, security, authentication, business process modeling and business intelligence based on both on-premise and in the cloud offerings. This platform is an excellent foundation for organizations to facilitate business their way without the risk and cost of custom development. Organizations realize the benefits of an out of the box portfolio toolkit that can be supported by non-technical staff and maintained through a consistent upgrade path. xRM provides low upfront costs, low maintenance and ultimately a more strategic solution to drive the business.

 Contact Steve Kane at 301-634-2404 or skane@broadpoint.net to find out how BroadPoint Technologies, the mid-Atlantic’s largest Microsoft Dynamics CRM partner, can help you determine the best solution for your organization.

 by BroadPoint Technologies, Virginia, Maryland, DC  Microsoft Dynamics CRM Partner

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The main concerns CIOs have about the cloud are security, privacy, maturity, and data sovereignty. But while these concerns can be addressed by knowledgeable salespersons and consultants, it’s the lack of legacy compatibility that gives companies the slight hesitation about not switching to the cloud.

Nowadays, companies aren’t investing enough in upgrading their future IT capabilities. Instead, most of their IT money is invested in maintaining their current systems. Luckily, one key advantage of cloud computing is that it costs less because of the multi-tenancy efficiency it allows for; this can be particularly helpful for Dynamics CRM users.

There are two types of clouds: public clouds and private clouds. In simple terms, the distinguishing feature is whether the IT resources are collectively shared by multiple organizations or instead dedicated to a single entity. When you compare both clouds to a traditional virtual datacenter, the benefits are clearly evident. Both public and private clouds benefit from automated management and homogenous hardware. Additionally, both public and private clouds are economically advantageous due to the fact that they come with much lower labor costs than the current model in use.

Additionally, when organizations make a cloud purchase, they’re basically purchasing an insurance policy since they won’t exceed the cloud’s capacity. Yet, throughout the tenure of a company’s hardware, peak usage occurs on an infrequent basis. Companies will only use about 5-15% of their server capacity at any given time. Often, this results in a massive overcapacity in processing power. The cloud can solve many of these issues due to having capacity buffers built in, pooling resources and factoring in industry-specific variability.

Regarding industry-specific variability, certain industries will be at peak capacity during specific times of the year. For instance, in the weeks leading up to April 15th, tax companies will be at full capacity. Therefore, if combined in the cloud, variability can be diversified away. Ultimately, this will level out usage patterns.

A useful benefit that’s often overshadowed is that if clients decide to transition to the cloud, they’re able to access their applications and data from anywhere at any given time. All you would need is access to an Internet connection instead of a connection to your company’s internal network. Depending on how mobile your employees are, this can significantly increase employee productivity.

Contact Steve Kane at 301-634-2404 or skane@broadpoint.net to find out how BroadPoint Technologies, the mid-Atlantic’s largest Dynamics CRM partner, can bring the cloud to your organization.

by BroadPoint Technologies, a Virginia/Maryland/DC  Microsoft Dynamics CRM Partner

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Microsoft Dynamics CRM continues to be a leader in customer relationship management tools as indicated by independent research from Gartner and Forrester.  Not only is it powerful and user-friendly, it is also flexible.  That’s where xRM (Anything Relationship Management or eXtended Relationship Management) comes into the picture. Organizations can leverage the flexibility, features, and functionality of Microsoft CRM to extend the application and support their businesses in new ways they might not have thought possible.

How might you extend CRM?  Consider managing your HR relationships with employees and job candidates.  A builder could use CRM to manage relationships with contractors, sub-contractors, and material suppliers.  A restaurant chain could use CRM to manage the relationships with its franchisees and restaurant locations. The options are limited only by the limits of your imagination.  And in each scenario, the built-in features of Microsoft Dynamics CRM such as workflow processing, activity tracking, charting, reporting, and integration with Outlook can be utilized and extended with no additional software fees!

What is the benefit of using Microsoft CRM for xRM?  Can’t you buy another software package specifically for that extended purpose?  The answer in some cases is “yes”.  The question then becomes “Why?  Why spend the money for another package when your existing tool can do it for you?”  As you discuss your CRM implementation plans with your Microsoft gold partner, you should consider how else you might leverage your software investment to meet your needs.   Much of the efforts to develop a custom xRM application using Microsoft CRM can be done by a proficient user.  The CRM toolset utilizes point and click, drag and drop functionality making it easy to create new fields and design new forms or views.  Your xRM application can be extended even further with the help of a developer using the Microsoft .Net platform and JavaScript.  Either way, your organization can benefit from using the same basic knowledge of the CRM platform to extend its functionality to other parts of your business. 

When considering how Microsoft Dynamics CRM can help support your business, it’s important to think outside the box; beyond the usual limits of traditional CRM functionality.  Talk with your CRM consultants about the possibilities.  You might just find that you’re getting more for your money than you thought!

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

Microsoft Dynamics CRM – Beyond Managing Customer Relationships is a post from: CRM Software Blog

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They way to change this is to engage on small design and proof of concept projects.  The beauty of a tool like Dynamics CRM is that you can procure it online and very quickly build out a functioning application that allows people to see their business processes in the application.  Whether it is taking advantage of the free 30 day trial offering online, or doing something a bit more in depth with a CRM partner, you have options that allow you to reduce the risk of committing to the wrong technology.

However, doing a pilot or proof of concept project correctly is important.  Before we begin, we like to have an agreed upon vision of our clients future with CRM.  What are the outcomes they hope to achieve once they are using a CRM application.  We then work with them to understand exactly what needs to be included in the proof of concept.  Enough to prove to them the capability of the tool, but not so much that it becomes difficult to manage or get done in a reasonable period of time.  We are not creating the end application.  Do not try and solve every business issue during the pilot.  Usually, we have 3 or 4 well defined proof points that we need to show.  Everyone needs to agree on the criteria that will be used to review the proof of concept, the period of time and who will be involved.  It is also important to use an organizations real data in the proof of concept.  It just makes it easier for them to visualize the solution.  Along with the proof of concept or pilot project, you want to gather enough requirements to understand what type of investment will be needed to address the needs of the organization during the implementation.  Upon completion of a proof of concept, your partner should be able to provide you a detailed project plan and estimate for the implementation.

Committing to a proof of concept and requirements gathering prior to making your investment in CRM allows you to get accurate investment information, generate project enthusiasm and prove out the technology platform.  The result is a less risky project and a better understanding of the commitment and investment it will take to achieve your results.  When stuck in your selection of a CRM application, consider making the investment in a proof of concept and requirements gathering project. 

By:  Mike Nafziger, McGladrey – Minnesota Dynamics CRM Partner

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When we include this point, the 4 steps are easier to understand:

1. Defining the Lead Management ProcessA basic yet frequently forgotten step, defining your lead process is the first way you can open up communication between your teams. A strong process sees all leads (not just hot leads) through the ‘tunnel.’ A defined process like this helps both Sales and Marketing teams stay focused on all leads, maximizing revenue generation. By defining your process, you can then better utilize customer relationship management tools such as Microsoft Dynamics CRM.

2. Developing the Lead Process through Communication Passing leads through this ‘tunnel’ requires strong communication between Sales and Marketing, and another step in opening up that communication is having the teams agree on common terms and definitions:
• Do both teams agree on the definition of a lead?
• What are the criteria for a qualified lead?
• What are the common metrics set in place?
Agreeing on common terms leads to a greater issue — agreeing on a common goal. Sales and Marketing need to align their goals, the most important being revenue generation. The goal is not to generate leads, but to generate revenue, also known as a “Lead to Revenue Management” mindset (a term borrowed from Forrester Research). When both teams are aligned with this goal, they can better view each other as integral parts to the process, rather than separate entities.

3. Measure Each Part of Your Process If your teams have successfully aligned on a common goal and terms, it’s time to start thinking about metrics in your lead management process. Metrics are key to understanding successes and losses in your process, and they enable teams to take an approach to lead management that is fact-based and unbiased.

The Blame Game between Sales and Marketing

Metrics provide proof of what’s working and what’s not working in terms of generating revenue. Without factual measurements, the tendency for Sales and Marketing to shift blame to one another is high.
Maybe you’ve heard things like, “Sales can’t close any of the leads I give them…” or “Marketing doesn’t hand me enough leads…”
The blame game is removed when metrics are set in place, and both teams can get over the biases to focus on the common goal: generating revenue.

4. Change Your Mindset I’ve mentioned this idea in the previous steps, but getting your teams to change their mindset about themselves and each other, and focus on the “Lead to Revenue Management” process is the most difficult step.
Making this change starts with ourselves and our expectations about our own position and job. We are not just sales people or marketers — we are part of a team with a common goal. And we can no longer complain about the “other” team not doing its job or complain about lead flow.
We need to take ownership of revenue generation as a collective team and let go of the bias. Doing so will allow for growth in a transformative way, not just for the teams, but the organization as a whole.
If what I’ve described here sounds like your Sales and Marketing teams, please watch the full webinar for a more in-depth understanding of how you can align your teams using the 4 steps.

For more information on utilizing Dynamics CRM as an integral part of you lead management process, contact Steve Kane (301-634-2404 or skane@broadpoint.net) to find out how BroadPoint Technologies, the premier Dynamics CRM reseller in Virginia, can help you develop thorough, sensible solutions for your sales and marketing organizations.

by BroadPoint Technologies, A Virginia Microsoft Dynamics CRM Partner

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Creating a shortlist of potential CRM solutions will make the selection process more manageable.  To help create a shortlist, looking at how independent research positions the various products in the market and within your niche or vertical will narrow down your options. Then, finding the answers to a few basic questions will help get your shortlist right down.

Here are 10 questions to ask CRM software vendors, business partners, consultants or resellers to help you create a shortlist of possible solutions that will meet your business requirements:

1)      Can your CRM product be adapted to meet the needs of my specific vertical or industry?

The most effective CRM solutions can be adapted to your business processes and procedures, no matter how complex these processes are. For example, the ‘xRM’ capabilities of Microsoft Dynamics CRM go way beyond traditional CRM and have been applied to highly complex processes in a wide variety of organizations. Ask to see CRM case studies  or examples of how the product has been configured or customized to your specific industry or vertical. This will provide you with the assurance that the product is a flexible solution that will work successfully for your business.

2)      Can you show me the long-term roadmap for your CRM product?

Most of the main CRM software vendors have roadmaps for their products. CRM is a long-term investment so you need to be sure the solution you choose will not only be around in the foreseeable future, but will also be developed along the lines of your future business needs.

3)      Is your CRM software available as a cloud-based solution, or on-premise, or both? If so, is it possible to move from one to another?

There is a whole variety of reasons your business may be most suited to a cloud-based CRM solution, or an on-premise solution, and  choosing between on-premise and online CRM solutions is a topic in its own right! Most CRM implementations still tend to be on-premise, but the number of cloud-based implementations is catching up.  So, a CRM solution that offers both types of deployment, and the ability to move from one to another, could be a good choice.

4)      How is your CRM product supported and what does this support include?

Most commercial CRM products have a variety of support options available, for example direct from the vendor, by their business partners, or by both. You need to be assured that the type and levels of support provided, when it’s available, response times, upgrades and so on, match the way you work and your business needs.

5)      Could you provide me with a free trial?

There’s no better way to get a good understanding of a CRM product, its features, ease of use and functions, than to try it yourself. If you sign up for a trial, ask if a business partner will be involved right from the start. For example, with a free trial of Microsoft Dynamics CRM Online your business partner will be able to give you an overview of the product early on in your trial, and will be someone to call on with questions or queries as you progress. This way you get a lot more out of the trial.

6)    How many concurrent users can your CRM system comfortably take?

Most CRM systems will specify a maximum number of concurrent users for the system to be able to run and respond effectively. This does vary between products so if you’re a larger organization with say over 100 or so users it’s important to check this. The benchmark product for this is Microsoft Dynamics CRM, which has been tested to demonstrate that “a single Microsoft Dynamics CRM 2011 instance can achieve sub-second response times with 150,000 concurrent users executing a heavy workload against a large, complex database”.

7)      Will your CRM solution work with my existing software?

Most businesses specify integration with Outlook when looking at CRM, and some integrate better than others. For example, Microsoft Dynamics CRM can actually work from within Outlook, and is made by the same company, so it probably delivers the best CRM email integration you can get! If you use Office, then seamless integration will also make life a lot easier for your users and save you time and money. Integration to your accounting or ERP software, such as Microsoft Dynamics NAV, can deliver major process improvements throughout your organization.

8)      How easy is your CRM software to use?

CRM software that is easy to use, easy to navigate, easy to understand and has a familiar look and feel will reduce training costs, increase the speed of implementation, minimize support calls, prevent user frustration and disruption to their day to day work, and increase user adoption.

9)      How large is your CRM software user base and business partner network?

A significant user base gives you assurance that the CRM product you’re shortlisting is reliable, tried, and tested. Microsoft Dynamics CRM for example has well over a million people using it worldwide, so it’s safe to assume it must be a pretty good product! Similarly, it’s important to choose the right business partner for your CRM project, and a large network of business partners means you can be assured you’ll be looked after, even if you relocate or decide to change from one business partner to another.

10)   How much does your CRM solution cost?

Of course you need to budget for your CRM project and get an idea of costs early on. Don’t get distracted by ‘open source’: it doesn’t mean ‘free’ (and there’s also a lot of truth in the saying ‘you get what you pay for’). Costs are important so make sure you shortlist solutions that are going to meet the needs of your business and deliver a rapid return on your investment, at a reasonable price. To find out how much a CRM system costs you will need to include licenses (or typically the price per user per month in the case of cloud CRM solutions), and a range of additional services such as implementation, training, and support.

What next?

Once you’ve got the answers to these questions for a selection of products, you should be able to draw up a manageable sized final shortlist of potential CRM software solutions, and probably business partners as well. The next stage will usually include more specific discussions  around your business processes, aims and objectives from your CRM solution, more detailed questions about features and functionality, signing up for trials, and viewing product demonstrations.  

It will also be useful to talk to an independent CRM specialist. These won’t be tied down to any particular product or provider, they’ll be able to talk through the options with you and help you find a CRM solution best suited to your business strategy, objectives, and requirements.

By Concentrix Ltd – UK Customer Relationship Management (CRM) Specialists

Evaluating CRM Software? 10 Questions to Help You Shortlist the Right CRM Solutions is a post from: CRM Software Blog

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