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From the category archives: Customer and Employee Engagement Blog

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

Attend CRM Workshops - Get Lead Conversion and CRM Consulting for Free!

Whether you're just starting a CRM or Customer Engagement project, or want to bring more focus to an existing project, these non-technical sessions are designed for sales/marketing/service leaders, project managers, and administrators.




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Dynamics 365 View: Accounts with No Activities for 30 Days

Want to be able to easily see Accounts, Contacts, Leads or Opportunities that haven't been followed-up within 30 days (or some other period of time)?  In this blog we'll review 5 options to help you make sure that no one is slipping through the cracks!

How to create advanced find no activities 30 days dynamics 365

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Amazon Reviews: Flow + Dynamics 365 = Better Ratings

flow dynamics 365 amazon review integration

Selling products on Amazon.com?  Wouldn't it be great to automatically create a Case every time a review with 3 or fewer stars was published?  Now you can - with Microsoft Flow!  In this article I'll show you how. 

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Upgrading to Dynamics 365 v9 Unified Interface

Getting ready to upgrade to Dynamics 365 v 9.x?  Trying to decide between the new Unified Interface versus the Dynamics Classic Interface?  Confused?  You are not alone because ...

Everything. Is. Changing.

Let's take a look at how to choose between the Unified Interface vs Classic Interface options in Dynamics 365.

 

Dynamics Classic Interface

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PowerBI for Amazon Vendors and Sellers

amazon powerbi dynamics 365 integration comment

Amazon is an indispensable sales channel to reach potential customers.  Dynamics 365 is the indispensable solution for creating better customer experiences.  In this article, I'll take a look at how to begin to bring these two worlds together by using PowerBI.

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Currency Field Missing

Getting the dreaded "Currency Field Missing" on a rollup field?  Read on for info on solving this frustrating Dynamics 365 configuration problem.

Currency Field Missing Dynamics 365

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Lead Qualification without Opportunity Creation

Do you ever need to qualify and convert a lead - but without creating an opportunity? You're in good company! 

Dynamics 365 for Sales and CRM Lead Conversion Solution

Marketing or Inside Sales departments are often tasked with qualifying leads, converting them into an account/contact, and handing them off to Field Sales who then determines if there is an opportunity. The default lead qualification process in Dynamics 365 for Sales doesn't work well with this typical business process.

Enter the C5 Insight Lead Conversion solution...

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Tired of rework? Learn how to maximize personas in your CRM and Intranet initiatives!

Does this series of images look familiar? Do you frequently hear, "that's not what we asked for" or "it doesn't work the way we expected it to"? You're not alone! Research over the last decade demonstrates that between 30% and 60% of customer relationship management and enterprise collaboration initiatives fail. But why? Some would blame the technology, others might focus on the business process or lack thereof. But, let's stop for a moment and take a look at people. 

clip_image001

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One Simple Rule to Tame the Task Management Beast

Has technology made time management more difficult than it used to be? Learn one rule to simplify task management for you and your team.

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Poor Master Data Management can be like the Rush Hour Commute

Data is the fuel that powers decisions in almost every type of business.  When it doesn't flow smoothly, the entire business suffers.  In this article we look at what master data management (MDM) is, how poor MDM can create traffic jams, and the basics of keeping your data flowing smoothly.


Master Data Management

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3 Case Studies in Customer Service

Customer Service is often an afterthought. And that’s a pity. Because once you’ve attracted all of those new customers by implementing the superpowers of your Sales and Marketing engines, how can you possibly expect to retain them without providing superior Customer Service?


In this article we look at 3 examples of customer service - and how a slight advantage can be the difference between a customer for life, or a one-transaction relationship.

Case Studies in Dynamics 365 CRM Customer Service

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Privacy vs Personalization: Finding the Balance

GDPR CRM Privacy 

Big data makes it possible to serve more people than ever before. New privacy laws and regulations are regularly being passed to protect us from potential abuses. How can organizations balance the benefits of big data with the need for privacy?

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Make No Mistake: PEOPLE Drive Business PROCESS

Getting people to adopt new processes is almost always a challenge in business.  Why is that?  Maybe it's because we so often forget the role people play in defining and re-defining processes.  In this article we look at why processes should be people-first.

Change Management Customer Experience Employee Engagement

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From CRM to Customer-Centric – Step 1

“I’m not sure our CRM project has anything to do with customers at all. But, if it does, it is something we are doing to our customers, not for our customers.”

That’s what a new client told us in a workshop we delivered to their leadership team. It’s ironic that the most often overlooked stakeholder in CRM projects is the customer!

Read on for one simple starting point for putting the "Customer" back into CRM.

Customer Experience Engagement Obsession Centric First

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The Seven Deadly Sins of CRM Adoption

When it comes to CRM and user adoption, there seems to be a false sense of "if we build it, they will come." Not. True. Sure, customer facing employees want and almost always need tools to make the job of serving the customer easier. However, there are so many reasons why CRM doesn't end up either meeting those needs or just causing more work on these already overtaxed resources. So where are we going wrong and how do we begin to turn it around?


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Digital Transformation: Start With Why

Digital Transformation. It's a long journey.  And, for many companies, the journey doesn't end well.  Here's a simple exercise to help you make your digital journey more engaging ,and better adopted, for the entire team.

Bullseye - undetstanding why your digital workplace project matters

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Field Questions and their CRM Equivalent

How do you ask the right questions when a user asks for a new Dynamics 365 field?  And how do you translate that request into the best design?  Let's take a look!

Administering Dynamics 365 CRM - Adding a field

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From Managing Customers to Customer Engagement

Today’s customers want more control over their destinies.  And successful companies are giving it to them.  As a result, the old paradigm of CRM is rapidly giving way to customer engagement management (CEM).  In this article we look at practical steps for making the transition.

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Customer Journey Maps: More Than Buying

When most organizations talk about "customer experience," they limit their thinking to the buying experience.  In this article, we take a look at the broader customer journey, and the steps for transitioning your thinking from "sales process" to "customer experience" before, during, and after the buying decision is made.

customer-experience-journey-map

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The Role of Microsoft Dynamics 365 in Your Digital Transformation

Digital transformation is like the timeless question: what came first, the chicken or the egg?


Will your digital transformation lead to business transformation?  Let's take a look together!

clip_image002



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Can You Add a CRM Field Please?

Sometimes saying "yes" to make your CRM users happy can create unnecessary complexity that chips away at the user experience and, ultimately, hurts adoptin. In this article we'll look at some helpful questions to ask before adding a new field to CRM. 

CRM Best Practices - Too Many Fields

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Open Letter to a Customer Care Manager

As a Call Center Manager turned consultant, I'm frustrated to see Customer Care teams using outdated processes and technology. New solutions that have become available in the last 4-8 years can truly revolutionize how we care for customers.

So here I offer up an open letter to many of the Customer Care Managers that I have met over the years in hopes that it may inspire a few to consider the new options available to them.

Digital CRM Customer Care Letter

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Transformation or Adaptation: Rate your Digital Workplace Project

Wondering how much impact your digital workplace project will have? Will it truly be a transformation of what you do, or just an adaptation of what you’re already doing? Those two words sound similar, but they lead to entirely different destinations. Bear with me while I draw a couple of analogies to make my point.

Digital Transformation Office 365 SharePoint Dynamics 365 CRM

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Today’s Customer Care: Omni-Channel Chaos

Customer Service teams are scrambling to work with IT to implement omni-channel communication strategies.  But the challenge is bigger than just technology - it requires a rethinking of the entire customer care role in delivering a state-of-the-art customer experience.

Omni-Channel Customer Care

 

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Web-to-Lead with Microsoft Flow, Forms and Dynamics 365

Today I’ll show you how to use Office 365 Forms, Microsoft Flow and Dynamics 365 to easily create a form that adds a new lead record to CRM. 


Microsoft Forms for Dynamics 365


Microsoft Forms for Dynamics 365


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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.