Great customer service is the mantra of many companies. But that might not be enough anymore. How can businesses and individuals move from merely providing exceptional service, to having the attitude of a servant?
After the article we published yesterday, a number of people have asked what the Microsoft/Salesforce global partnership announcement might mean for Salesforce and Microsoft as companies (rather than as CRM products). Financial details of the deal were undisclosed, so we can only speculate. Here are a few quick thoughts for discussion:
On May 29, 2014, Satya Nadella (CEO of Microsoft) and Marc Benioff (CEO of Salesforce.com) announced a global strategic partnership between the two firms.
As one of the very few organizations certified on both platforms and providing in depth books and digital training on both platforms, C5 Insight is uniquely qualified to comment on this announcement and what it might mean for the customers of both products. So what has the scuttlebutt been around our office and among our clients on the topic?
Scoring leads is a great way to make sure that your sales team is working the leads that show the highest propensity of becoming a customer. This is an ideal area where your marketing, sales and analytical people can collaborate to create something that helps everyone to be more successful.
Marketing: Why won’t the salespeople work our leads?
Sales: Why won’t the marketing people give us good leads?
Sound familiar? Part of the answer to this age-old dilemma is lead scoring. In this post, let’s dive into the different options for lead scoring.
You may already know that about 80% of the leads that your organization invests thousands of dollars to generate are never worked by your sales team. But do you know why? It’s because 98% of the leads you generate … stink.
And your sales team has no way of knowing which 2% of the leads are worth following up. So it’s easier for them to work on the deals that are already in the pipeline and work with their networking contacts to generate referrals that are almost always more qualified than those danged marketing leads.
So how do you help your sales team find the gold nuggets buried in that mountain of leads?
The Internet and tighter budgets have forever changed how prospects are making buying decisions. Research in the book The Challenger Sale tells us that prospects are over 50% of the way through the buying process by the time they initiate contact with a vendor.
Sales Intelligence solutions, integrated with CRM, are a part of the answer to this dilemma. In this article, we will take a look at the top sales intelligence solutions on the market today.
Few businesses would argue the value of a good CRM solution anymore. But adoption remains a significant challenge. Our own research shows that 40 percent or more of organizations continue to struggle with getting their teams to adopt CRM. So here are 20 ideas to consider to help drive the adoption of CRM within your organization.
Predictive dialers have been a staple of outbound call centers for decades. But evolving customers and evolving customer relationship management systems may spell the end of the predictive dialer.
Concerned about how to protect your customers and the data in your CRM system? So are many business executives. But you may find some surprises in the 5 keys to protecting one of your most valuable assets.
Microsoft has made a plethora of announcements about the upcoming release of Microsoft Dynamics CRM 2013 here at their Worldwide Partner Conference #WPC2013. This release will be available both Online and On-Premise and is expected to available in late 3rd Quarter or early 4th Quarter. This is a ground-breaking release bringing a new UI and functionality that is not available from any other major CRM system. It will have a profound impact on the productivity of your sales, customer service and marketing teams. Let’s dig in a little deeper…
“Paralysis by analysis” means having so much data that it becomes difficult to take any action. And it is an issue that organizations frequently run into with getting users to adopt a customer relationship management solution. Users see long lists of activities, leads, opportunities, cases and accounts - and they don’t know where to begin to manage their day in the CRM system. The results can be devastating to the bottom line and often include: failing to work the best leads, opportunities slipping through the cracks, key customers being ignored and follow-up commitments aren't met. Ultimately, it may lead your team to abandon CRM and go back to more familiar ways to manage relationships.
Customer relationship management (CRM) projects are particularly difficult to successfully deliver. In fact, research into CRM project failures over the last 10 years has consistently found a failure rate between 30% and 70%. A quick scan of the proposals that we have delivered to new clients for CRM projects over the past 12 months shows that fully 59% of new clients who approach us are dealing with a need to administer CPR on their CRM implementation. This is true across all CRM products (we have seen failed CRM projects across virtually every CRM solution on the market). In this article I’ll take a look at one of the most frequent causes of failure that we have encountered and will offer some guidance for avoiding this (or for recovering if you’re already there). I will also be doing a deeper dive into this topic during our CPR for CRM Webcast.
As a company that provides customer relationship management (CRM) services, we’re big advocates of using your CRM system to track and approve sales commissions. But sometimes it can be impractical to do this. This is particularly true in complex organizations, small organizations or fast-growing organizations where you need the flexibility to quickly adapt your commission model to a changing situation in the marketplace. Long-term, everyone should aim to handle commissions in their CRM system, but what do these organizations do in the short-term?
The good news is that SharePoint is an excellent tool for giving you all of the flexibility you need, while still having an efficient process for setting, tracking and distributing commissions. Here’s how it can work for you.
Our Project Managers use Microsoft CRM to manage and track all of our projects – including the project plans, financials, time tracking and expenses. When combined with SharePoint, our Agile Project Management solution has become a great way to carefully track all the details of our projects and communicate with our clients. During a recent update to this solution, our Project Managers asked us if we could use a different view for the Time Tracking entity than the associated view.
After doing a bit of research we found that this is possible to some extent, but it is not well documented. So here are some options for changing the associated view on a specific Microsoft Dynamics CRM 2011 form.
Several days ago I wrote a post in response to the successful South Carolina cyber-attack (that earlier post can be found here). Although the security benefits alone are enough to justify starting the move to the cloud, there are numerous other cost-saving and productivity improving reasons for state and local governments to consider making the move.
Earlier this week it was announced than an international hacker had successfully made off with over 3 million social security numbers and almost 400,000 credit and debit card numbers from the state of South Carolina. State and local governments have collectively spent billions of dollars trying to secure their data systems. In spite of this investment, a hacker was able to identify and exploit a weak spot in their armor. As public sector budgets are continuing to shrink, there is pressure to add more software applications to automate tasks and lower costs; increasing pressure to cut costs on security for these applications; and increasing pressure to extend the life of less secure and aging legacy computer applications. The result is that our government agencies are at increasing risk of successful cyber-terrorism through a greater number of applications, lower security standards, and aging applications that should be replaced.
How could South Carolina and other state and local governments cost-effectively protect vital citizen, business and government records? The answer comes from an emerging private-sector technology: cloud computing.
The latest update rollup for the Dynamics CRM 2011 client fixes some compatibility issues with Outlook 2013. However, we are finding some issues with users that have upgraded from Outlook 2010 to Outlook 2013. There was a similar issue when Office 2010 was released. At that time, we had a client who purchased new computers that had Office 2010 pre-installed, but their corporate standard was Office 2007. They uninstalled Office 2007 and installed Office 2010 – and CRM for Outlook no longer worked.
It has come to our attention that the Activity Feed solution is temporarily unavailable for download from the Microsoft Marketplace (the link for the download had been: http://pinpoint.microsoft.com/en-us/applications/microsoft-dynamics-crm-activity-feeds-12884926310).
Fortunately, we had downloaded a recent copy of this for a client deployment. If you need a copy of the file, please contact us (click here) and request the file and we will email it to you. To install it:
It is provided without warranty, but we have installed it in a test environment and it works without an issue. If you become aware of the download becoming available again, please reply to this post so we can update it accordingly.
UPDATE 6/11/2012: The solution is now available from the Microsoft Marketplace again. You can now visit the above link to download it directly. Cheers!
I am back home from Convergence and still trying to digest the wealth of information that was shared!
Of course one of the most anticipated parts of the Microsoft Convergence 2012 event in Houston was learning about the future of Dynamics CRM … what new features and functions does Microsoft plan to add? I must say that Microsoft did a better job than normal in providing a vision of what the future may hold. The very short summary is that over the course of the next 12 months, you will see Dynamics CRM become more: anytime, any device, any business – than ever before. In this article we’ll take a deeper look into exactly what that means and how to expect this to translate into changes in the platform over the next several releases.
After concluding the first day at the Microsoft Convergence 2012 event here in Houston, TX, I can summarize my feelings in one sentence, “It is a great time to be alive and working on collaboration!” Why do I say that? Here are a few brief insights:
This weekend I’ll be packing my bags and heading off to Houston, TX to attend Microsoft Convergence 2012 to experience all of the Microsoft Dynamics CRM goodness I can get. I’ll plan to publish at least a couple of blogs while I’m there on whatever news or tips I can pick up. Feel free to leave a comment here if you’d like to request any specific topics
Are you planning to attend? Great! Ping me and let’s plan to chat. It would be great to network with individ ...
Have you finally gotten users to start creating contacts in CRM only to find out that they are often forgetting to associate them with an account? For B2B organizations, this can become a significant data quality issue. Most B2B organizations are business centered rather than contact centered. What this means is that users tend to use the account entity in CRM to search for information. So if a contact is not associated with an account, then users are not nearly as likely to find it. This problem is exacerbated by Outlook integration features, such as the ability create a new contact directly from an email address. In this blog, I’ll offer a couple of practical solutions to aid you with creating higher quality data by ensuring that the Parent Customer field is always populated on contact forms.
SharePoint has had excellent dashboard presentation capabilities for a long time now. Dynamics CRM formally rolled out dashboard reporting with CRM 2011 (although using SharePoint and/or SSRS enabled dashboard reporting with previous versions of CRM). Now that this functionality is getting embraced and adopted by many organizations, how can it best be leveraged to change the game by truly accelerating performance? Simple. Combine the best of Microsoft SharePoint, Dynamics CRM 2011 and TV or large monitors placed in public areas within your business. Here’s how we’ve done it at C5 Insight.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
This 60-second assessment is designed to evaluate your organization's collaboration readiness.
Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.
This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.
Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.