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From the category archives: Customer and Employee Engagement Blog

Microsoft Dynamics 365 CRM, Customer Engagement, Sales, Customer Care and Marketing

The 7 Habits of Successful Technology Projects – Habit 7

imageMeasure twice, cut once. You’ve heard the saying, right?  For this final habit, I wanted to take that saying and use it to illustrate a phenomenon that we often see in technology projects – lack of testing.  I call it a phenomenon, because it often defies logic. 

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The 7 Habits of Successful Technology Projects – Habit 6

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Most organizations today believe that if you simply implement “the new technology”, that everyone will immediately and automatically (and of course without any prompting) begin to use the new system(s).  On the contrary, our experience has shown us that once a new solution has been implemented, there is still much to do to ensure it is truly successful. I would like to directly address a few areas where we see most organizations struggle to cross the finish line, and practical ways to correct these issues.

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The 7 Habits of Successful Technology Projects – Habit 5

imageLet’s face it - no one ever tells you to focus on the past.  In fact, we’re all told, from very early on, to stay focused on the “here and now” and to look ahead to our future. While it may be a bit of a stretch, I would like to encourage those who are currently working on a project or getting ready to start a project, to take some time to reflect on the past.  Let me to explain...

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Dynamically Set the Document Location in Dynamics CRM 2013 with JavaScript

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 If you have CRM and SharePoint, one of the easiest things you can do is to link the two together so that you can manage your documents in SharePoint, but access, create, and interact with them in CRM. This post will guide you through the process of dynamically assigning the document storage location for CRM entities.  

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The 7 Habits of Successful Technology Projects – Habit 4

Technology is wonderful thing, but never forget that it’s not the only thing.  What I mean is this - while technology can provide us with new ways of doing things, automation of tasks, and analysis we could only dream of doing on our own, technology should never be a substitute for your people and your process.

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Lead Scoring – Other Ways to Use Scoring – Part 4 of 4

Using predictive analytics and scoring for more than lead scoring. SharePoint. Dynamics CRM. Salesforce.

Used properly, scoring is a way not only to optimize your organization’s budget, but also to serve your customers, prospects and employees by trying to respond to them in the most relevant manner possible.  Think of scoring as a way to simulate an individual prioritization process across thousands – or even hundreds of millions – of people, all at once.

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The 7 Habits of Successful Technology Projects – Habit 3

Trips (or projects) do not complete themselves.  It takes “unseen” things to make it all happen, and that is where this habit will focus.

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The 7 Habits of Successful Technology Projects – Habit 2

There are many opportunities for projects to veer off of course, not due to the unexpected, but due to completely avoidable items such as forgetting the definition of success, lack of focus, an individual personality, or a new technology coming to market.  Think you’re immune and that “This will never happen to my organization!”?  Unfortunately, in our experience we’ve seen it happen to the very best organizations, which is where this habit comes into play.  No one has the intention of taking a cross-country road trip to Santa Monica, only to end-up in Fargo (no offense), or worse yet, to simply stop driving somewhere in Arkansas (again, no offense), and say, “Let’s do something else now.”  At the end of the day, technology projects are no different.  My guess is, you started the project in order to actually finish the project (and on time and under budget would great too!).

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Microsoft Convergence 2014: Humanize the Enterprise

Members of our team recently had the pleasure of attending Microsoft Convergence, a premier conference for the Microsoft Dynamics community. What really struck me about the conference is that, for a gathering of people seeking more powerful ways to use technology, the common theme always lead back to people, and to building better relationships.

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The 7 Habits of Successful Technology Projects – Habit 1

Habit 1: Chart Your Journey

Before you begin your project, define what a successful project will look like, and you have set yourself up for success from the start. 

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Lead Scoring – Collaborate with Sales for More Impact – Part 3 of 4

Lead Scoring for Salesforce, Dynamics CRM and Marketing Data Warehouse 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.

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Lead Scoring – The Scoring Options – Part 2 of 4

Lead Scoring in Dynamics CRM and Salesforce.com

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.

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Lead Scoring – Convert Hot Leads to Customers – Part 1 of 4

CRM Lead Scoring, Dynamics, Salesforce 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?

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How To Create Marketing Email Templates That Connect To Outlook: Part 2

As we discussed in a recent entry titled 20 CRM Adoption Options, organizations continue to struggle with adoption. By tying necessary tasks to a functional and dynamic platform, end users won't just have the option to utilize - they'll want to. 

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Sales Intelligence Options for CRM Solutions

Sales Intelligence and Customer Relationship Management - Salesforce and Dynamics CRM

The Internet and tighter budgets have forever changed how prospects are making buying decisions.  Research in the book 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.

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CRM, Call Centers and the Death of Predictive Dialing

Call Center and CRM Dynamics Salesforce 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.

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5 Keys to Protecting Customer Data in CRM

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.

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Connecting Outlook to Microsoft Dynamics CRM 2013

I just spent most of a whole day trying to find clear, straight forward instructions on how to connect my Outlook to our new Microsoft Dynamics CRM 2013. Luckily for you, I have decided to compile the following set of instructions that walk you through how to connect yours.

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Oh Where, Oh Where has my CRM Gone?

In recent days, due to some unexpected challenges, I’ve been required to do my job WITHOUT my CRM solution. I have witnessed firsthand a productivity spiral downward without access to what some may roll their eyes at and cast aside as unnecessary.  

 

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How To Create Marketing Email Templates That Connect To Outlook: Part 1

This entry will discuss how to create marketing email templates in Microsoft Dynamics CRM that we can connect to Outlook, saving your friends in Sales a boatload of time while ensuring brand standards and copy consistency guidelines are met.

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New Microsoft Dynamics CRM 2013 Online Pricing Clarification!

1. Can you explain the new pricing and difference between the three main tiers? 

  •  Professional ($65 per user per month) - For the core CRM users, who need the full capabilities of Dynamics CRM including sales force automation as well as marketing and customer care. "We believe most users will find this license best fits their needs," according to Microsoft.
  • Basic ($30 per user per month) - For sales, service and marketing users who need to manage accounts, contacts, leads, cases and access custom applications as well as for business analysts who require reporting capabilities.
  • Essential ($15 per user per month) - For lightweight users who need to access custom applications developed in house or by partners.

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15 reasons to choose Office 365 instead of an on-premise alternative

Starting with one of the most important factors in choosing a cloud service, security has been the big stumbling block for many companies considering a move to the cloud. Microsoft's online services have been designed with security in mind.

After security, the most commonly mentioned area of concern regarding cloud services is reliability. Downtime means lost worker productivity and ultimately costs companies money.

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12 Key Benefits of Using Dynamics CRM in Outlook


With multiple interfaces for Dynamics CRM and other solutions that your users utilize on a daily basis, here are some suggestions on how to 'work smarter, not harder' using CRM for Outlook. Integrating these tools will make it easier for your users to update CRM and will increase efficiency across your organization.

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Simplifying BI: Sharing Our Experiences & 3 Steps to Build Something Meaningful TODAY


The primary reason for this blog post is to share what our experience (aka the real world) has taught us on how to practically implement Business Intelligence (BI) for our clients. I’ll do my best to keep this short-and-sweet, because in all honesty there’s plenty to say on this topic, and enough BI buzzwords and statistics to confuse the entire island of Manhattan!

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Orion / Microsoft Dynamics CRM 2013: Success ... Accelerated

CRM 2013 Orion - Windows 8 AppMicrosoft 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…

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Blog Topics

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CPR for CRM Study

The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.

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SharePoint Readiness Assessment

This 60-second assessment is designed to evaluate your organization's collaboration readiness.

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CRM Self Assessment

Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.

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SharePoint Feedback Solution

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.

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SharePoint Upgrade Checklist

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.