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From the category archives: Customer and Employee Engagement Blog

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

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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Using Goals, Goal Metrics and Rollup Queries in Microsoft Dynamics CRM 2011



The Dynamics CRM 2011 Goals feature makes it easy to set business Goals,
assign Goals to individual teams or employees, and track and measure results against your targets. To begin using Goals in Dynamics CRM, just follow my simple instructions. You can also access my full Step-by-Step Guide for Using the Goals Feature in Dynamics CRM 2011.


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CRM Mobility: Using Dynamics CRM 2011 Mobile Express


Once you’ve 
set up Dynamics CRM 2011 Mobile Express and it is established from the administrator, you can create accounts, contacts, opportunities, tasks, phone calls, and access custom entities and custom activities from your mobile device. In the demonstration below I will be utilizing Safari to show how Mobile Express renders the Dynamic CRM mobile form.  

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CRM Mobility: Setting up Dynamics CRM 2011 Mobile Express


Dynamics CRM 2011 Mobile Express


With Mobile Express you can access your Microsoft Dynamics CRM 2011 data wherever and whenever you need it! Follow the simple instructions below to get started with Mobile Express today.  

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Why Sales Professionals Love Using Microsoft Dynamics CRM

Sales Professional

As a sales professional, here are 25 reasons why I love working with Microsoft Dynamics CRM (and why you should love it too)! Dynamics CRM automates every aspect of my job, making it easy to find and sort through information that I need...

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Non-Developers Guide: How to Use Web Resources for Dashboards in Dynamics CRM



The idea of web resources has always been a little overwhelming to me. In the past I associated them with something a programmer uses for the wonderful, amazing magic they do in Microsoft Dynamics CRM. As it turns out, even those of us who don't consider ourselves to be hard-core programmers have the ability to take advantage of web resources.

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Tips for Using Managed Solutions and Base Option Set Values in Microsoft Dynamics CRM



At C5 Insight, we use
ClickDimensions with Microsoft Dynamics CRM for our email marketing and marketing automation. Recently we decided to upgrade to the newest version of ClickDimensions to take advantage of their new features. Much to our surprise, many of our Lead Source picklist values in Dynamics CRM got changed during the upgrade. As you can imagine, this made us a little nervous. After some investigating, we discovered the problem and learned a little-known limitation of managed solutions in Dynamics CRM.

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CRM Adoption Tips: Keep Your Lists Short and Manageable

CRM is Too Complex “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.

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Reconfiguring the Flow UI in Microsoft Dynamics CRM 2011

Our team recently took on a client that had several Microsoft Dynamics CRM 2011 online deployments. Due to this particular client’s complex business model and wide range of verticals, segregation has been required on every level of the project. When we were contacted to setup another Dynamics CRM deployment on their behalf, the fairly self-sufficient client told us that he failed to move a Dynamics CRM Solution from an earlier deployment to the newest deployment. Once I got in their CRM system and started digging around, I discovered why he believed the solution import had failed.

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Does Your CRM Need Some CPR?

imageCustomer 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

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Extend Your Dynamics CRM Dashboards Using SharePoint

We use dashboards very heavily internally and have recently expanded our set of core metrics and KPIs to be about 12-15 charts and graphs (depending on special events we may have, etc.). In this post I will tell you about a fairly quick way to create rotating dashboards with SharePoint. SharePoint is the perfect solution for our needs because it allows us to stay within our core systems and leverage the platform.

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You Might Need a New Consulting Partner If…

While many people have enjoyed the “You Might be a Redneck If” jokes by Jeff Foxworthy, few people are aware of the applicability to the IT community. As a professional IT consultant for C5 Insight, I have saved a number of clients from unfortunate situations caused by their previous, not-so-qualified consulting partners.

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Convergence 2013: An Opportunity to Add Value to Your Organization

In a few days, Microsoft will be hosting their annual event focused on Microsoft Dynamics CRM—Microsoft Convergence 2013. This is a valuable event for organizations that are either using or are considering Microsoft CRM. Read on for more reasons on why you should attend Convergence.

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Keys to Successful User Adoption in Your Organization

Successful user adoption, or the mental acceptance and use of something new, can be achieved in any organization. There are a number of methods that can be used to implement new systems, including "big bang" (single rollout) or "phased adoption" (gradual rollout). Regardless of the method you use to rollout user adoption in your organization, there are a few important items that must be factored into your plan.

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Dynamics CRM Rollup 12: Not as Forgiving About Currency Field

Microsoft’s Rollup 12 is not as forgiving as previous versions when it comes to the Currency field. After applying Rollup 12 to an on-premise instance of Dynamics CRM 2011 (this one happened to be running the Internet Facing Deployment deployment) but not enabling the Enhanced User Experience (aka Flow UI), we noticed that we could no longer qualify leads.

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Dynamics Workflow History Auto-Purge: Do’s and Don’ts

In deployments with a decent amount of workflows that fire constantly (i.e., system jobs are spawned), the amount of records placed in the AsyncOperationBase table is quite impressive. However, when these system jobs complete (canceled or succeeded) they remain in this table until you decide to purge them. When these tables begin to grow into the millions of rows it imposes undue performance issues on the Async service and overall system performance may suffer as well.

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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.