CRM UK - the official blog of the CRM specialists at TSG

Important News about Microsoft Dynamics CRM Mobile and Cross-Browser Support

In case you haven’t already heard, Microsoft is delaying the release of Microsoft Dynamics CRM Mobile and cross-browser support. This functionality was originally scheduled for release some time around the middle of June 2012, as part of what Microsoft refer to as the Q2 2012 service update. It’s now looking like this functionality will now be available towards the end of the year, as part of the Q4 2012 update. 

Let’s be honest, this news is disappointing. Both mobile and cross-browser support have been eagerly awaited by CRM partners and users alike. The benefits it can deliver to some organisations are substantial. Some of these benefits are obvious, such as convenience, flexibility and personal choice. There are also a number of hidden benefits of accessing Microsoft Dynamics CRM on iPads, smartphones and other mobile devices which are not to be underestimated. These include being less intrusive and making face to face sales meetings easier. 

On the positive side, the Q2 2012 release is still going ahead and includes some really useful additional features and functionality, such as some new industry templates. And if accessing Microsoft Dynamics CRM on mobile devices is important to your business, TSG can still help you achieve this by using third-party add-on software. This software has been around for quite some time. It’s tried and tested, works well and we’ve successfully implemented this for a number of clients with excellent results. 

Microsoft won’t have taken the decision to remove mobile and cross-browser functionality from the Q2 2012 release lightly. However, it’s surely far better to act on feedback from people testing the software and postpone the release rather than put out something that still has bugs or issues.

The Q4 2012 service update has a number of specific enhancements planned for inclusion. Microsoft has also stated that these won’t be affected by deferring the mobile and cross-browser functionality until then. Here’s an excerpt of the Q and A from Microsoft:

Question: When will Cross-Browser be supported?

Answer: Cross-browser support will be available with the Q4 2012 Service Update.

Question: Does this new plan result in planned capabilities from the Q4 2012 release being deferred?

Answer: No currently announced Q4 2012 capabilities will be deferred as a result of this decision. As a part of our bi-annual release cadence we work on multiple service updates in parallel. Merging the Q2 and Q4 2012 releases allows us to provide a better overall experience by combining cross browser support with user interface enhancements already planned for the Q4 2012 Service Update. 

In other words it shouldn’t upset the development plan or put back other new or additional features and functionality. So we now really eagerly await the Q4 2012 release of Microsoft Dynamics CRM: it should be massive!! 

For more information about Microsoft Dynamics CRM including using the product on a mobile device in the UK, or any of the other queries you may have, please contact the CRM team at TSG.

Update on UK Price Rises for Microsoft Software Licences

Following on from our recent blog article about imminent Microsoft software licence price rises in the UK, we now have some more details on the changes.

Assuming the Euro and UK pound currencies don’t fluctuate significantly between now and July, the price of Microsoft licences for most of its business software, which includes Microsoft Dynamics CRM and Microsoft Dynamics NAV, will rise by about 20%. This is part of Microsoft’s harmonisation of licence prices throughout the EU and EFTA regions: Microsoft is aligning the price of licences purchased in UK pounds sterling against the cost of those purchased in Euro’s.

So, for the majority of customers in the UK that use these products and are thinking of upgrading, adding more licences or have renewals due this year (in July onwards), you should certainly consider bringing these purchases forward to June. Having said that, the changes won’t affect everyone. If you already have fixed term agreements with Microsoft with agreed prices, these will not change.

Microsoft licensing is not always easy to understand. There are lots of different variables to consider depending on what sort of licence you need, what industry you’re in and how you choose to purchase. So to get the best value and to choose a plan that suits your business, it’s worth talking to an accredited Microsoft business partner (ideally one with a Gold or Silver competency in the area you’re interested in).

If you have any questions about these price rises may affect you or your business , please feel free to discuss with your TSG account manager or contact us direct.

UK Businesses Likely to See Microsoft Software Licence Costs Rise This Summer

This summer, Microsoft will align the prices of its volume-licences (which generally refers to licences for its business software) to the Euro. This aims to harmonise pricing across the European region.

At the moment, because of currency fluctuations the cost of licences varies depending on the currency you buy them in. Because the British Pound is currently weak against the Euro and has been for a while, UK customers are (arguably) getting Microsoft software cheaper than their Eurozone neighbours.

There’s a lot of speculation about how much Microsoft volume licence prices could rise for UK customers. Estimates range from a small amount to over 35%. Either way, if you’re in an organisation that's considering purchasing new or additional licences for products such as Microsoft Dynamics CRM or Microsoft Dynamics NAV, it’s might be worth buying them in the next couple of months, before the prices goes up.

No matter how you look at it, Microsoft’s licencing model for its business software is not simple. There are various different types of licence and agreements for its products and services which can confuse even the most savvy business person or buyer. Because of this, the price changes may not apply to all products. There are also likely to be exceptions, for example for organisations or individuals in academia.

Full details of the changes and how much licences are likely to rise (or possibly fall in some EU countries) will be available in June this year. So if you’re not sure whether these changes will affect you, or by how much, contact your Microsoft Business Partner in June.

And don’t forget, June is also a deadline for two major offers on Microsoft Dynamics products. There’s the cash back offer on Microsoft Dynamics CRM Online for organisations with 30 users or more. For UK organisations this ends June 30th 2012. There’s also the Microsoft Dynamics NAV 'Give Me Five' Offer. Also ending in June, this enables UK businesses to buy five licences of Microsoft Dynamics NAV for just £1800! Both these offers are genuinely outstanding and, if you’re able to take advantage of them, are a great chance to save a substantial amount while at the same time avoiding any price rises caused by harmonisation.

Why You Should Choose ERP Software with a Clear Road Map and Statement of Direction

As independent business software specialists, here at Concentrix TSG we will only recommend an ERP solution that we feel meets the real needs of our client’s organisations. As well as functionality, features, flexibility, costs, expected return on investment and other factors that make a particular solution the right ‘fit’ with a business, it’s also important that the product is provided by a stable and proactive vendor. In other words, an established software provider that will not only look after the product, but listen to its customers and actively update, improve and develop it in the years to come.

Individuals, businesses and other organisations that are investing in an ERP system for the first time, or replacing a legacy system, need to be absolutely sure that the software has a long-term future. They need to know that the vendor will continue to invest in the product’s development, while delivering innovation and technical enhancements. It’s also important that the vendor maintains and supports older versions of the software for a reasonable time without forcing upgrades on its user-base: the majority of businesses want to upgrade, but in their own time!

No-one wants to invest in an ERP solution and be left with an unsupported, outdated or underdeveloped piece of software. Businesses want to get maximum return on investment, as quickly as possible. They want a system that will carry on working for them, delivering benefits, cost-savings and process improvements as their businesses expand and adapt to changing environments.

Most leading ERP software vendors regularly update and publish a product roadmap, statement of direction, or similar documentation to keep their customers, potential customers and business partners fully up to date with the plans for the software. For example, the UK business software provider Sage usually releases a new version of Sage 200, its mid-market ERP solution, around June each year. This is preceded by a variety of documentation and information about the product.

Microsoft Dynamics NAV is one of the most popular Dynamics ERP solutions in the UK, and Microsoft recently published an updated Statement of Direction for this product. This new document provides current and potential users with a clear outline of the ‘headline’ forthcoming product enhancements, and delivers strong assurance on the product’s future. It provides a look into the short, medium, and longer-term development plans for Microsoft Dynamics NAV, while enabling businesses to plan and get the very best out of their ERP software investment.

Microsoft updates its Statement of Direction for Microsoft Dynamics NAV fairly regularly. Although there are rarely (if ever) any surprises in terms of change of focus, direction, or strategy, it is important to note that the regular release of a statement of direction demonstrates that Microsoft is firmly committed to Microsoft Dynamics NAV. It shows how Microsoft is developing Microsoft Dynamics NAV with technical innovations and the addition of powerful features, enhancements and product functionality.

The next major product update, ‘Microsoft Dynamics NAV 7’, is scheduled for release in the latter half of 2012. However, there’s an exciting and long-term future clearly laid out for Microsoft Dynamics NAV, and an updated roadmap shows the features, functionality and enhancements in Microsoft Dynamics NAV 7, plus versions 8, 9 and beyond.

As well as being committed to regular product updates, Microsoft also shows commitment to organisations that want to upgrade in their own time. This is by providing mainstream support for older versions of the software for at least five years after its first release. So for example, if you purchased Microsoft Dynamics NAV 5.0 in April 2007, you’ll have full support available until April 2012. Then, if you want to continue with that same version of the product, you can purchase an extra five years of extended support. This helps make sure you get an excellent return on investment with whatever release of Microsoft Dynamics NAV you start with.

We recently published a post over on the erpsoftware blog which discusses the key points from the latest Statement of Direction for Microsoft Dynamics NAV, and how it shows there’s a great future for the product and its users.

For more information about the latest Microsoft Dynamics NAV, Sage 200 or other ERP solutions, please contact Concentrix TSG - UK ERP Specialists.

Concentrix TSG to exhibit at iT Showcase Doncaster on Tuesday 29th November

On Tuesday 29th November, we’ll be exhibiting at iT Showcase in Doncaster. If you are looking to implement a new CRM or ERP system, it’s worthwhile coming along to get some expert advice.

The software exhibition is helpful whether you are in the early stages of your project, or if you are simply looking to switch support partners. Whatever it is, iT Showcase is the ideal exhibition to help.

As a CRM and ERP specialist, Concentrix TSG offers Microsoft Dynamics CRM and Sage CRM, two of the most powerful CRM solutions on the market. Sage 200 and Microsoft Dynamics NAV are strong ERP solutions, and Microsoft Dynamics CRM provides ‘out of the box’ integration with Microsoft Dynamics NAV for in-depth customer analysis. Concentrix TSG also provides a one-stop shop for IT infrastructure and support.

Our experienced consultants will be demonstrating Microsoft Dynamics CRM on the iPad, so make sure to pop along to the Concentrix TSG stand! Doors open from 10am until 2pm at Doncaster Racecourse.

If you can’t attend the show and would like more information, please visit the Concentrix TSG website or contact us directly.

We look forward to seeing you on 29th November!

New Microsoft Dynamics NAV offer for UK Businesses: Five Licences for Just £1800

Microsoft Dynamics NAV is a highly flexible ERP solution. It's also one of the most powerful, cost-effective and robust business management solutions available. The latest version, called Microsoft Dynamics NAV 2009 R2, was released towards the end of 2010 and has already proven popular with a wide variety of businesses.

While it Microsoft Dynamics NAV is often a good fit for medium and large organisations, it’s also a good fit for smaller businesses. In fact, Concentrix TSG has a client using it with just one-user! However, sometimes we come across people in smaller businesses that, for some reason, believe Microsoft Dynamics NAV is an enterprise level product and only suited to organisations with tens or hundreds of end-users.

To help smaller businesses get started with Microsoft Dynamics NAV, during the latter half of 2010 and the first half of 2011, Microsoft ran two promotions. These were primarily aimed at getting smaller businesses on board with the product. The promotions, which enabled businesses implementing Microsoft Dynamics NAV for the first time to buy three licences for one UK pound, or in the case of the second offer buy three licences for the price of one, were genuinely exceptional and offered outstanding value. They enabled a number of Concentrix TSG clients to save significant amounts on initial software costs.

We had a lot of interest in both these offers and they enabled us to help several businesses get started with Microsoft Dynamics NAV. However, anecdotal feedback inferred that while these promotions offered outstanding value, they were available for a relatively short time period.

The Microsoft Dynamics NAV licence price and structure mean you can keep costs to a minimum and grows your ERP system as your business grows. However, changing your ERP solution, or implementing one for the first time, is a major business decision. People, businesses and organisations need enough time to research, plan and assess their options.

So, at the start of this month Microsoft announced a new offer to UK organisations considering changing their existing ERP solution to Microsoft Dynamics NAV or just starting out with proprietary ERP software. The offer, called the “Give Me Five” promotion, allows businesses to buy five Business Essentials or Advanced Management licences for just £1800 (UK pounds).

This is a significant financial saving and makes Microsoft Dynamics NAV exceptional value compared with other ERP products in its class. It provides smaller businesses with a realistic, low risk way to get a quality ERP system implemented within their organisation.

One of the key differentiators of this latest offer is that it runs until next summer (June 2012). This gives plenty of time for any business to thoroughly consider their options and not feel rushed in to making a decision.

Note this offer is only available to new customers that haven't previously bought licenses from the Microsoft Dynamics ERP product range. There are also other terms and conditions that apply.

Concentrix TSG is ‘product agnostic’: we will only recommend an ERP solution if we feel the product meets your aims, objectives, budget and requirements. This could of course be Microsoft Dynamics NAV, or it could be a different solution such as Sage 200. If you’re a UK business and want to find out if you’re eligible for this latest Microsoft Dynamics NAV offer, for more information or if you have any other questions about ERP software, please contact Concentrix TSG.

CRM and Customer Analysis – How CRM Software Helps you Keep the Right Customers

Most people in business are familiar with the phrase “It costs more to gain a new customer than to keep an existing one”. And, despite the advances in marketing technology, digital marketing and social media, it’s a phrase which is still true.

In a tight economy, with the results and return on investment of each marketing campaign more important than ever, it’s essential to use your CRM software to analyse and develop your existing customer base. What’s more, satisfied customers are one of your most powerful marketing tools: there’s still nothing stronger than genuine personal recommendation, and keeping your existing customers happy will in itself help you generate more business.

Customer retention is important, but account management is a specialist role which takes training, time and dedication. So, if you’re going to invest time and resources in keeping customers, it’s good practice to regularly use your CRM software to do a quick check on which customers you actually want to keep.

Not all customers are equal. In fact, there may even be some that you’re better off without. For example, the ones who are consistently late payers, frequently giving you ‘reasons’ why they haven’t paid and taking up resources in your admin, accounts or even legal departments.

Then there’s the terminally dissatisfied. No matter how hard you try, they’ll find a problem. No matter how much time, energy and resources you devote to them, the scenario will just keep repeating itself, and the cost of servicing particularly difficult customers can outweigh their value to you.

Modern CRM software products such as Microsoft Dynamics CRM or Sage CRM are incredibly powerful with a wide range of features and functions. You can use the tools within these applications to run in-depth analysis of your customers. But, to keep it simple, if you suspect a particular customers is using up more resources than their current or potential value, take a quick look at the communications, service calls, cases, activities and history logged against them. Comparing these with past and forecast spend will soon tell you whether you need to review their contracts or service agreements, or even consider gently dropping them.

At the other end of the scale are your key accounts or best customers; the top few per cent that deliver a significant part of your revenue. Those customers that are more profitable because they spend more than most, that are easy to service and generally pay on time. Typically the Pareto Principle or 80-20 rule is quoted (meaning 20% of your customer’s deliver 80% of your revenue) but there’s no hard-and-fast rule. It depends entirely on your business and sector.

Whatever the ratio, you can easily find out who those customers are using your CRM software. You can look at what they bought, how often they’ve bought, how much work went into each sale, the cost of each sale, and most things in between. You can either look at each account or customer ‘manually’, or run advanced searches or set up (or ask your business partner, or in-house CRM expert if you have one to set up) a report.

If you have a CRM system which links with your accounts or ERP system, you’ll be able to analyse this in even more depth, such as payments history or credit status. Microsoft Dynamics CRM, for example, provides 'out of the box' integration with Microsoft Dynamics NAV. This enables significant productivity improvements through the interaction between front and back office in any organisation, and helps you get a clear view of your best (and worst) customers. Similarly an integrated system, such as Sage 200, which includes a CRM module as a ‘foundation module’, links CRM functionality directly to your other key processes such as manufacturing, project accounting or a retail system. And if you have a business intelligence module or data visualisation tool, the results can be even more detailed.

By Concentrix TSG – UK Independent CRM specialists

Free Document Management and Business Reporting Tools available for Microsoft Dynamics NAV

In the UK, Microsoft Dynamics NAV is Microsoft's leading Enterprise Resource Planning (ERP) and business management solution for small and medium-sized organisations. It's a highly flexible product, with a wide range of sector and process specific configurations and add-on applications.

Since the start of this month, two powerful add-on applications have been available for Microsoft Dynamics NAV 2009 which users can download from Microsoft’s Customer Source website. Before you download or implement either product, we strongly recommend you contact Concentrix TSG or talk to your Microsoft Partner of Record.

You’ve probably already heard of Zetadocs from the company Equisys. Zetadocs is a well-known family of products that improve document handling and management for a range of ERP and business software solutions.

Zetadocs Express for Microsoft Dynamics NAV works as a document management module within the ERP programme. Available for free download since 1st September 2011, this add-on application makes it easier for Microsoft Dynamics NAV users to store, find, access and send files and documents. It helps everyone work more efficiently - saving time, money and resources.

Because Zetadocs Express for Microsoft Dynamics NAV uses Microsoft SharePoint Online, you need to have a subscription to Microsoft Office 365 for it to work. Once it’s up and running, you’ll be able to keep documents associated with Microsoft Dynamics NAV records, such as scanned invoices, letters, delivery notes, emails, faxes and other documentation in a central location. It also has a range of features such as drag and drop, approval and ‘save and send’ as pdf.

The second application that’s also been released is a business reporting tool called Jet Reports Express for Microsoft Dynamics NAV from Jet Reports, Inc. This tool uses Excel to provide a quick and easy way to produce high quality reports using the data contained in Microsoft Dynamics NAV.

There are various ways to get use Microsoft Dynamics NAV for business intelligence. Because Jet Reports Express for Microsoft Dynamics NAV uses Excel, which most people are familiar with, it’s easy to use and requires minimal user training. It also means you can use all of Excel’s features and functions on your data.

There are over twenty report templates included with Jet Reports Express for Microsoft Dynamics NAV. These are for use throughout your organisation – from sales and marketing to accounts and senior management. The templates look great, provide a professional presentation for your data, and help others identify and understand the information in your reports. You can also of course adapt these reports yourself to meet your specific requirements or personal preferences. And don’t forget the price - it’s free!

So if you’re looking to improve your document management or business insight using Microsoft Dynamics NAV, to find out if Zetadocs Express or Jet Reports Express are right for your organisation, or for help getting the applications up and running, please get in touch. We’re a leading UK Microsoft Dynamics NAV business partner.

Note: to download either Zetadocs Express or Jet Reports Express for Microsoft Dynamics NAV you need to be on a current Business Ready Enhancement Plan.

ERP and CRM software: Moving to (and from) the Cloud.

Over the past couple of years, there’s been a lot of noise from business management software manufacturers about cloud computing and the impact of the cloud on their products and services. Especially from those that produce CRM and ERP applications.

From a business user’s point of view, whether you choose to implement your software as an on-premise solution or choose a cloud-based option will depend on your business requirements: your aims, objectives, resources, preferred costing or payment methods, and what you need from your CRM software or ERP solution.

With cloud-based CRM and ERP solutions, the application and data is held on a network of computers kept in advanced data-centres, nearly always at a number of different locations. This means your software provider takes care of the running, maintenance and security of the application and servers 24 hours a day, seven days a week.

There are a variety of reasons businesses choose cloud-based applications. With CRM and ERP, the key reasons tend to be that a business can be up and running with the software relatively quickly. There’s also less need for in-house IT staff or high levels of technical skills, and things like security and upgrades are looked after by the vendor.

Probably the most common deciding factor between cloud and on-premise is that cloud-computing makes your software an operational expense rather than a capital spend. There’s usually little or no financial outlay in terms of hardware and IT infrastructure, and you pay a monthly fee to use the product, which is based on the number of users you have. That works both ways; some businesses prefer a capital spend and to ‘own’ the software. Others prefer an operational cost, as with the cloud. For cloud-based applications, you also need a reliable internet connection, and in some sectors there can be issues with the geography in which the data is actually held.

Many mainstream business software vendors are working to transfer their traditional on-premise applications in to the cloud. From a technical point of view, however, it’s not as straightforward as it may first appear. Although, once it’s achieved, the results are arguably superior to applications that have been developed as purely cloud-based applications. Why? Because they give customers choice. Not just for the initial implementation, but as their business grows, develops and changes, it’s easier to move from or to the cloud. Businesses can also move from the public cloud to their own private cloud, with the same application.

This is one of the unique benefits of Microsoft Dynamics CRM and its cloud-based version Microsoft Dynamics CRM Online. Both Microsoft Dynamics CRM and Microsoft Dynamics CRM Online are effectively the same products; they’re built using the same code base. So it’s not that difficult to move a company that’s using the on-premise version to the cloud version, or vice versa. Compare this with many of Microsoft’s cloud-based competitors (such as SalesForce) which are cloud-only applications. Because they are cloud-only, you can’t go on-premise even if your business strategy dictates it in the future.

Although there have been a few cloud-based ERP solutions around for a while, ERP in the cloud has been taking off at a slower pace than CRM. In April 2011, nearly three-quarters of Microsoft Dynamics CRM seats were sold for the cloud version. Concentrix TSG has been offering mid-market sister product Microsoft Dynamics NAV as an on-premise solution for several years. We started offering Microsoft Dynamics NAV as a cloud or software as a service option about a year ago, and although it has generated interest among a range of customers, the on-premise version remains more popular.

In a recent independent survey commissioned by Concentrix TSG, 67% of senior finance professionals said that they have no current interest in using a cloud-based ERP solution. The same survey cited concerns about security and a lack of information and understanding about cloud technology as the main reasons organisations are staying away from cloud ERP. For the vast majority of businesses, modern commercial cloud applications provide exceptionally high levels of security, including data protection and back-up, and are usually more secure than the majority of on-premise applications.

Sage CRM, the leading mid-market CRM application from Sage, is a web-based product which has had an online version (SageCRM.com) available for a few years. Sage were ahead of many other vendors with SageCRM.com. However, Sage 200, the small and mid-market ERP solution which effectively uses Sage CRM as its CRM module, isn’t due to have a cloud version released for some time. In fact it’s currently looking like the end of 2012.

Sage 200 was built from the ground up as a client-server type application. It also has many add-on products by third-party vendors, so getting it in to the cloud is not going to be straightforward. You could argue that by taking its time getting its popular business management solution in to the cloud; Sage is going to end up playing catch up with other vendors. But according to research carried out on behalf of Concentrix TSG, until ERP buyers agree with the benefits of cloud-computing, and are more convinced of its greater security, there’s actually no real hurry.

Would you consider a cloud-based ERP solution? At Concentrix TSG we’re very interested to hear your thoughts and comments.

By Concentrix TSG – independent CRM and ERP specialists

Concentrix TSG to exhibit at LBE 2011 and iT Showcases

Here at Concentrix TSG we’re busy getting ready for some upcoming events this Autumn!

On Thursday 29th September, we’ll be exhibiting at the Leicester Business Event 2011 (LBE 11). This is a great B2B trade show where local businesses can find industry suppliers and partners all under one roof.

If you are looking to implement a CRM or ERP system, come and have an informal chat about the diverse range of solutions that we offer. We take pride in being product agnostic, and always recommend the ideal product to best suit your needs as a business. Our CRM products include Microsoft Dynamics CRM and Sage CRM. For accounting and ERP needs, we offer Microsoft Dynamics NAV and Sage 200, which also has a powerful CRM module included. The latest version of Microsoft Dynamics NAV is now able to link with Microsoft Dynamics CRM, which means you get the full benefits of CRM & ERP integration.

Microsoft Dynamics CRM 2011 is available either on-premise, or in the ‘Cloud’. Both options are equally capable, but it’s up to you as to which you choose. Concentrix TSG can guide you through the options for your organisation, and give you a no-obligation demonstration. We will also be at the iT Showcase in Birmingham on 11th October, and at Doncaster on 29th November. At all three events, our friendly and experienced consultants will be on hand to answer any questions that you may have. We will also be demonstrating Sage 200 on our iPad!

The iT Showcases are free for you to attend, and attract over 10,000 visitors, so well worth a visit. Doors open at 9am until 5pm. If you can’t attend but are interested in finding out more about CRM or ERP solutions and how they can benefit your organisation, feel free to visit the Concentrix TSG website. Or, you can contact us directly.

We look forward to seeing you soon!