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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 Understand Using Microsoft Social Engagement

Social Media marketingMicrosoft Social Engagement is at the forefront of social media monitoring tools to help marketers of today work smarter, not harder. Today, we are talking about what it means to Understand customers, clients, prospects, and competitors using Social Engagement and why social-media-conscious marketers should give this tool a second look!

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7 Must Have Technologies for Every Digital Marketer

Most CMOs feel like they’re running their own IT department.  When you look at the amount of technology that it takes to run an effective marketing department, it’s overwhelming. Read on for an overview of every marketing-related acronym we could think to compile - MAPs, CRM, CMS, SMM, SPICE, and then some!

Digital marketing technology solutions list MAP marketing automation CRM customer relationship management content management social marketing enterprise social business intelligence integration

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3 Huge New Customer Service Features in Microsoft Dynamics CRM 2016

Factoid: The average US worker spends 19% of their time searching for the knowledge that they need to get their jobs done (Harvard Business Review, “Social Media’s Productivity Payoff,” August 2012).  In a 1,000 person organization with an average salary of $50,000, that’s $10 million spent on searching for stuff! So how can we put this information easily into the hands of customer service? In the most recent release of Dynamics CRM, Microsoft has put a ton of attention into the features used by call centers and customer care teams. 

 

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Content Marketing Using Microsoft Dynamics CRM

Screenshot of Microsoft CRM Marketing Content Management

Content Marketing is so much more than just writing blogs. Marketing leaders must consider customer journey, personas, social, curated content, premium content, SEO, and editorial calendars (to name a few). Did you know that Microsoft Dynamics CRM has a built-in tool for content creation and management? Read on for information, suggestions, and capabilities.

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Customer Care and Dynamics CRM: Updates in CRM 4.0, 2011, 2013, 2015 and 2016


clip_image001One of the top drivers of CRM success is integrating it across Sales, Marketing and Customer Care teams. Prior to CRM 2013, few companies chose Microsoft CRM as their customer care solution. Since Microsoft Dynamics CRM 4.0, however, Microsoft has steadily added new functionality to boost the customer service portions of the application. And now, with the rollout of CRM 2016, it is time for organizations to reconsider using the same platform for Customer Care that they also use for Sales and Marketing.

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“You Do Not Have Permission to Access These Records” - CRM for Outlook Fix

CPR for CRM

Many marketers rely on CRM for Outlook to track their interaction with leads and prospects in CRM. If you've been getting this permission error, read on for the simple security permission fix so you can get back to tracking leads and keeping tabs on prospects!

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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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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.