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From the category archives: Customer and Employee Engagement Blog

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

How to Listen Using Microsoft Social Engagement

Microsoft Social Center

Have you given Microsoft Social Engagement a chance yet? This quickly-improving tool has some efficient, easy-to-use tools that could save you time and energy in monitoring your social media presence. In this post, we’ll take a look at how the concept of Listening can be applied to Microsoft Social Engagement.

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Quick Tip: CRM Theme Color Codes

Want to change the colors in Microsoft Dynamics CRM, but frustrated trying to find just the right color?

Read on for a quick tip on how to update the colors of Your Dynamics CRM layout!

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6 Fixes for Lead Qualification in Microsoft Dynamics CRM

Qualify Lead Microsoft CRM 2016 A lot of sales teams are frustrated with how lead conversion works in Microsoft Dynamics CRM.  Starting with CRM 2013, whenever a user clicks the “Qualify” button, an Opportunity is always created.  We were hoping to see a fix in CRM 2016 but, sadly, the process still works the same.

How can an organization reconfigure Microsoft Dynamics CRM to allow sales to qualify a lead without creating an opportunity?  This article offers 6 options.

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What’s Missing in Microsoft Social Engagement?

 

Microsoft Social Engagement

Despite the many great features and functionalities of Social Engagement, there are still several areas where this up-and-coming tool falls short.  So, instead of talking about the great things Social Engagement has to offer, like we typically discuss, today we are going to spend time on the less popular topic of what Microsoft Social Engagement doesn’t have. 

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What's New in CRM 2016?

There are some exciting changes available for new CRM users in Microsoft Dynamics CRM 2016 - and these will be rolling out to existing customers in the coming months. Here are a few web pages, blogs, webinars and other resources to give you some insight into what you can expect.

CRM 2016 Interactive Service Hub

 

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What’s New in Microsoft Social Engagement and Why It Matters to Marketing (2016 Update 1.1)

Social Media Marketing strategy
Right before Christmas, Microsoft rolled out yet another update to Social Engagement to further justify its usefulness for B2B and B2C marketers alike. Read on for the 4 new features that this update has given and how it can help your social media marketing strategy!


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The Problem with CRM Projects? Leaders Must Lead!

Dynamics CRM Failure In a recent presentation from a Global Sales Manager of a manufacturing company, he stated that, "I learned that CRM is really about people, and CRM is really about leadership." In this article, we summarize the lessons learned by this leader, and how other Sales Managers can learn from his experience. How do your organization's leaders stand with a CRM solution? 

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What’s New in Microsoft Social Engagement and Why It Matters to Marketing (2016 Update 1)

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Whether your company is B2B or B2C, social media is gaining an increasing amount of relevance in today’s marketing world.  And this is where Microsoft Social Engagement comes in. Read on to learn about the best new features and functionalities Microsoft just rolled out in the November update to Social Engagement and how they could benefit your company

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CRM Administrator- All for One or One for All?


imageA CRM administrator is a job role which is dynamic in itself, requiring many proverbial hats. So let us have a look at the variety of duties and responsibilities a CRM administrator has to perform.

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A Little LUCK May Be The Secret Ingredient For Collaboration Success

imageYears ago we discovered something very special – some might even say a “secret ingredient” – to creating and building lasting and productive relationships. It's a new and unique approach to ultimately creating purpose, happiness, and engagement, and when applied within an organization, new ideas and innovation (which ultimately affects revenue and profit as well). We realized that this “ingredient” was actually composed of four very distinct components, that had to be applied in a specific way in order to create the final product of LUCK. Read on to learn how to bring LUCK to your business.

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Characteristics of a Failing CRM Project

CRM leadership failure

According to our CPR for CRM study, which is also confirmed by Merkle Group Inc.’s 2013 study, CRM projects have up to a 60% failure rate. In other words, when you launch a CRM project, the chances are that it will end in failure! After a recent webcast discussion of CRM failure, we were asked to engage with a company who had started off strong, but after a few years, they were struggling. The issues they were experiencing were typical of many other companies that we work with.  See if these symptoms sound familiar to you...

 

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Need a Checklist for Every Time You Import Data into Dynamics CRM? We Did Too.

Dynamics CRM Import Checklist

We don’t think we should be the only ones making speedy, efficient imports into Dynamics CRM. Because there’s more than a few necessary steps, we developed this checklist as a way to ensure that data is imported correctly and follows best practices.  Now, we’d like to share it with you. 

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Building a Challenger Sale Commercial Teaching Presentation – an eWorkbook

A Workbook for Developing Challenger Sale Presentations
After reading The Challenger Sale some of my concepts about sales were … challenged.

But after reading, discussing, researching and trying, I am now a believer.  In the process, we developed a template that we use to develop our own Challenger Sale presentations.  While we can no longer share the template with you, this blog contains a bit of information on creating your own template.

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Why Microsoft Social Engagement Could be a Game Changer

image_thumb11Microsoft Social Engagement comes as an evolved form of Microsoft Social Listening, and the name change reflects a changed sentiment of the tool. It Is no longer about simply listening, Social Engagement is now about reaching into the social media world to engage with customers and prospects on a level that has never been reached before.  From setting up watches to know who is talking about your company or product, to monitoring complaints to create prospects, Social Engagement offers a way to keep one eye on your company’s social pulse and the other on prospective customers.

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How to Use Date Tables and Auto-refresh Online Data Sources in Power BI

Date tableIf you’ve been paying any attention at all to the world of business intelligence lately, you’ve seen the shift of Microsoft Power BI from the service built-in to Office 365 to the standalone offering from http://powerbi.com.  In today’s post, I want to show you how to leverage the Power BI service and construct your data source so that you can have date tables and OData sources that you can configure scheduled refreshes on. 

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Bug Alert: Invalid Rollup Formulas in Sandbox org

Rollup Fields become INVALID when doing a schema copy in Cloud CRM from a production org to a sandbox org (for example). This is related to the Minimal copy option as opposed to the Full copy option. 

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Sales Meetings with CRM – Remember to Look Forward

Using CRM for Sales MeetingsAs a sales manager, are you using your CRM solution to plan forward, or simply reflect backward? Planning forward will help you help your team members prioritize their time, make better judgement calls about activities associated with leads/opportunities and ultimately close more deals. This article discusses a more effective way to conduct sales meetings, whether weekly catch-ups with sales reps or all-in sales team calls.

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New to Microsoft Dynamics CRM? Have No Fear

If you're like me, walking into the wide world of CRM can make the word "intimidating " look like an understatement. Whether you just need to know enough about CRM to get by, or you are about to dive in to discovering all that CRM has to offer, take a look at the resources and articles below to start navigating the waters of Dynamics CRM.

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How is Your CRM Project Doing? Judge for Yourself.

why does our crm suck

Don’t tell my boss, but I hate CRM.

Research suggests that leadership’s opinion of CRM success is often different from the teams using CRM on the front lines.  And IT, Sales, Customer Service and Marketing can all have radically different opinions of an organization’s CRM solution. C5 Insight has introduced a free to download tool that can be used as a self-evaluation to rate the success or failure of your CRM project.

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C5 Insight Will Be At CRMUG Summit Next Week Talking About CRM and Collaboration Failure


Next week, both of C5 Insight’s Managing Partners will be at CRMUG Summit in Reno, NV discussing both CRM and Collaboration failure. The truth is, over the last 5 years or so, we have become somewhat obsessed with failure, not necessarily by choice, but because nearly 60% of all new client work for us is what we call CPR work - in other words, project rescue. 

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Sure Way to a CRM Fail: "If We Build CRM [Right], They Will Come”

No one is using our CRM solutionAfter working with hundreds of companies and investing hundreds of hours into CRM success and failure research, there is one thing we have never heard from organizations that have successfully implemented CRM: “Our CRM was such a good tool for our sales team, that they want to use it.”

In other words, CRM is not going to be your Field of Dreams.  If you build it, they won’t come – no matter how good it is.

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4 CRM Support Lessons from a Wine Maker

Support Agreement for Salesforce CRM Support Agreement For Microsoft Dynamics CRMWine.  I love it.  And I love visiting wineries whenever I can.  Wine and wine making are such rich sources of history, have an element of the artistic, and just feel closer to the basic and raw elements of the earth.  Like farming, there are a lot of simple lessons in wine making that apply to everything else in life.

But the lessons learned when my wife and I visited a wine maker on a recent trip still came as a surprise – I wasn’t expecting to see the connection between making wine, and improving customer relationship management (CRM) projects with solutions such as Microsoft Dynamics CRM and Salesforce.com.

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Seminars or Snippets - Are You Training Your End Users Wrong?

imageThe truth is, the “training” methods we have been using for decades are dying. And if your organization is still hoping to train users on SharePoint, CRM, or any other technology by sitting them in a room to watch recorded videos or a live individual, I want to offer some suggestions that I believe will transform the way end users adopt and learn new technology. 

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CRM 2015 UR1 (Spring 2015) Top 10 New Features

 

Using Excel for dashboards in Microsoft Dynamics CRM 2015 Spring UR1 Release

What are the 10 most important upgrades available in the Microsoft Dynamics CRM 2015 Spring (UR1) Release?  Read the blog for the details, or thumb through the SlideShare, below, for a quick overview.

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Creating a Neglected Accounts View in CRM 2015 UR1+

Everyone wants to know which of their accounts have not been followed up recently.  But using the Neglected Accounts report is just sooo 1995.  Nobody uses reports anymore – we want everything as a view, chart or dashboard!  But until the most recent release of Dynamics CRM, the only way you could create a Neglected Accounts view was thru installing add-on products or developing code.

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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.