Marketing automation is one of my special interest areas within CRM, and I’m an enthusiastic user of the ClickDimensions marketing automation add-on for Dynamics CRM. If you’re using ClickDimensions (CD for short) or considering it, here are a few tips & tricks you may find helpful. #1: Duplicate Email Addresses. CD will only send a …
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What’s new in Microsoft Dynamics CRM 2013? Today Microsoft announced that the new version of Microsoft Dynamics CRM will be available in the fall of 2013. The strategy behind the release is to help businesses put their customers at the center of their operation and deliver more personal experiences to users. This is a major …
If a consultant tells you that your CRM should provide a “360 degree view of the truth” it’s like a coach instructing his players to “go out there and give it all you’ve got”; it’s true, but not particularly useful. When it comes to customer Truth in CRM, the key realization is that you’ve probably …
Another spring, another Convergence. Microsoft’s annual conference on all things Dynamic concluded March 21, the first day of spring, and it appears that the Dynamics CRM world is set to heat up along with the weather. Here’s a summary of what I’ll cover in the 2013 edition of my annual CRM-centric Convergence recap, Part 1: …
From Convergence 2013 - Microsoft Dynamics CRM News Pt. 1 Read More »
What is customer-centric marketing automation? Simply put, it's the ability to execute and track all of your email and digital marketing efforts right in your CRM, where your customers live. While Microsoft Dynamics CRM does have basic email activity tracking, it lacks important features you'll need for true marketing automation. Fortunately, several add-on solutions are …
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Last week’s big news for Microsoft Dynamics CRM was the official announcement of the December 2012 Service Update. The most substantive official document is the Release Preview Guide, available here: http://crmpublish.blob.core.windows.net/docs/Release_Preview_Guide_December_2012_FINAL.pdf. This article’s my take on what you can expect and the relative importance of the new features. I used the organizational scheme of the …
What's New in the Microsoft Dynamics CRM 2012 Update? Read More »
Everybody agrees that user adoption is a good thing, and that high user adoption is a key measure of the overall success of a CRM implementation. But there’s less agreement about how to measure user adoption. One way is to use a dashboard to directly display measures of “what users are doing”. For example, suppose you’re …
Tracking User Activity in Microsoft Dynamics CRM Read More »
Part 1: Mobile CRM Introduction My eighteen year-old son provides some great examples of the trends driving mobility and social: Jack uses his iPhone a LOT, but rarely for phone calls. He texts, he searches, he tweets, he Facebooks. He’s a gamer, and he loves Call of Duty on his Alienware M18x. But anything that …
When I first started doing marketing automation integrated within Microsoft Dynamics CRM, the only thing I cared about was email tracking. That is, after sending a marketing email, knowing which emails were delivered or bounced, which ones were opened or clicked through, and so forth. But the more marketing I do, the more I appreciate …
In these challenging times, banks are faced with the need to strengthen their customer relationships and improve operational efficiencies. By gaining insight into customers’ profiles and behaviors and being able to share that data across the organization, banks are able to turn that customer insight into customer retention and with that the opportunities to better …
