Revisiting your Microsoft Dynamics CRM implementation to maximize ROI

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In the last few years you’ve made a substantial investment in your Microsoft Dynamics CRM system, in both time and money.  Now think back to that implementation.  Were there items on the wish list that were left out of scope for the project due to resource constraints?  Now that the system is up and running, and the massive task of migrating your data and gaining user adoption within your organization has been completed, are there ways that you could further improve the utility and efficiency of your system?

Many CRM implementations focus on the core functionality of the system and the often arduous task of migrating or integrating massive amounts of data from legacy CRM, ERP and other systems.  Now that the project has completed the implementation cycle, have you re-visited your original “wish list” to review what was left out of the original project and if there were items on that list that would now be feasible to implement?  Now that you are more familiar with the product, have you considered new ways to leverage the power of your CRM system?  Have you taken a recent look at some of the new 3rd Party products that could add exciting new functionality to your system?

The implementation of a new CRM comes along with fundamental shifts in how we do business in terms of collecting, organizing and analyzing information.  The data captured through CRM can provide a powerful insight into your customers and your business, and the next step in leveraging that information may be just a few steps away.  Talk to your CRM users and see if they would benefit from:

  • A new report that provides analyzes information that never existed before CRM was implemented
  • A new dashboard that gives a quick insight into critical business information
  • A new workflow that automates a manual process
  • A new CRM customization that could capture and track information that is still being gathered outside CRM

Microsoft Dynamics CRM has a massive ecosystem of Independent Software Vendors (ISVs) developers that create many applications that extend the functionality of CRM.  This can be a fast way to put new tools in the hands of your team that can help them maximize their efficiency.  Here are just a couple of ways CRM add-ons can enhance your organization’s CRM investment:

  • Advanced BI tools that allow advanced reporting and modeling capabilities across your CRM, ERP and other data sources critical to your organization
  • Social media tools to manage and leverage your organization’s on-line presence and communications strategy and track customer engagement
  • Tools to manage other business functions such as HR, project management, employee timekeeping and self-service
  • Utilities to enhance the CRM experience such as integrating mapping functionality for customers, sales staff and other location based data

So don’t forget to stop, take a step back, and take a look at what you’re getting out of your CRM system today, and think about how you can move your CRM system (and your business) to the next level.  The right Microsoft Dynamics CRM consultant can assist you in evaluating your business needs and identifying the right tools to maximize your CRM ROI while engaging your team and your customers.


BDO Solutions is a national firm with local practices throughout Canada, including Ontario, Alberta, British Columbia, Manitoba and Saskatchewan. Microsoft Gold Certified Partner and Reseller of the Year in Canada for 2010, 2011 and 2012.

By Chris Cels, CRM Consultant with BDO Solutions.

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