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

CRM Anywhere: What's New in the next release of Microsoft Dynamics CRM 2011

There’s a new update to Microsoft Dynamics CRM 2011 coming soon. The update, called ‘CRM Anywhere’, is due for release in the UK in the second quarter of 2012. CRM Anywhere will provide some exciting new additions and enhancements to both on-premise and online versions of the product.

Microsoft is committed to regularly addressing customer demands and ensuring they keep Microsoft Dynamics CRM in line with (and usually ahead of) industry trends. This is by delivering consistent development and frequent innovation to the product. In practice this means a significant update roughly every six months. Importantly for new and existing users alike, the additional features and functionality in the next release of Microsoft Dynamics CRM are really quite major.

So what’s in stall with ‘CRM Anywhere’?

One of the major features of CRM Anywhere (or the Microsoft Dynamics CRM 2011 Q2 2012 service update to be more specific) will be cross web browser support. In other words, you’ll be able to use Microsoft Dynamics CRM on different web browsers including Safari, Chrome and FireFox, as well as Internet Explorer. You’ll also be able to access Microsoft Dynamics CRM on a wider range of smartphones using a cloud-based mobile CRM service called Microsoft Dynamics CRM Mobile.

Microsoft Dynamics CRM Mobile will include a range of CRM applications (apps) for the most popular smartphones and tablets. The devices you’ll be able to use it on include the Windows Phone, Apple iPhone 3GS+, Google Android, RIM Blackberry, Apple iPad and iPad2. You’ll have to buy a license for Microsoft Dynamics CRM Mobile, but each licensed mobile user will be able to access Microsoft Dynamics CRM on up to three of these devices. Or, because Microsoft Dynamics CRM 2011 will soon include cross-browser support, you could access the ‘non-mobile’ or standard version using your tablet’s browser, but it won’t of course be specifically designed or set up for mobile viewing or use.

An enhancement in CRM Anywhere that will help users that need to view information really fast, is called Rapid View Forms. These show information in read-only forms, which load extremely quickly. If a user then needs to edit the form, they just click a button. Users can choose whether or not to load a form in rapid view mode, which in many cases will save a lot of users a lot of time and increase overall business efficiency.

If you’re using Activity Feeds, which are the micro-blogging and social collaboration capabilities introduced in the previous update of Microsoft Dynamics CRM 2011, you’ll find the CRM Anywhere update has added some more features. These include ‘Likes’ and ‘Unlikes’ and powerful new filtering. This illustrates Microsoft is really on board with the whole social media/social CRM concept.

There are a whole range of other enhancements in the latest update of Microsoft Dynamics CRM 2011 (and nearly all apply to Microsoft Dynamics CRM Online as well as on-premise). These include the ability to harness the power of the next release of SQL Server (Microsoft SQL Server 2012) and its powerful Business Intelligence capabilities (with templates), portal framework enhancements for those that use customer and partner portals connecting to Microsoft Dynamics CRM, and industry specific templates.

The name “CRM Anywhere” sums up this latest product update nicely. It means that Microsoft Dynamics CRM will provide more flexibility in mobility than any other CRM software solution available. You’ll be able to access and be productive with it just about wherever you are, using a smartphone or tablet device more or less of your choice.

For more information about Microsoft Dynamics CRM, its features, functionality, more details of updates, or how to successfully deploy the product in your organisation, please contact Concentrix TSG.

Concentrix TSG is one of the UK’s leading Independent CRM Specialists.

Find Out More about Sage 200 Business Intelligence with these Free Online Seminars

Sage 200 is one of Concentrix TSG’s most popular products. It’s a great ERP solution for organisations that have outgrown entry-level accounting software, such as Sage 50. Sage 200 is also ideal for businesses that need modular, easy to deploy, feature-rich ERP software that will bring together all your key processes.

Based on customer feedback (as well as some of the lively discussions in our regular Sage 200 user-groups), Sage 200’s Business Intelligence functionality is one of the most exciting features of the product. In a nutshell, Sage 200 Business Intelligence provides cost-effective reporting and analysis, helps maximise your productivity and minimise costs to achieve a real competitive advantage.

With full management dashboards, Sage 200 Business Intelligence delivers a unified and integrated view of your data. The powerful analysis and reporting, presented in an easy to understand format, means you can make better decisions because you’re working with timely and accurate information taken direct from your Sage 200 system. 

If you’re looking for an introduction to Sage 200 Business Intelligence and to find out how it can give your business the competitive edge, why not book on to one of TSG’s free online seminars? They’re a great way to find out more about Sage 200 BI, without having to leave your office!

TSG’s next free Sage 200 Business Intelligence online seminars are on Tuesday 7th February 2012. We’re running two seminar sessions on the same day to suit your schedule: a morning session, between 9.30am and 10.30am, and an afternoon session, 2.30pm-3.30pm. Registration is essential - please visit the events section of TSG’s website to find out more.

For organisations that have Sage 200 Business Intelligence already set up and want formal training to really get to know it, Concentrix TSG regularly runs intense, in-depth day courses. The courses are discounted for existing Concentrix TSG (and TSG) customers and offer great value. Please contact [email protected] for further information.

The next Sage 200 User Group and Sage 200 Business Intelligence Training Course

If you’re a current Concentrix TSG Sage 200 customer, you should have received your invite to the first Concentrix TSG Sage 200 User Group of 2012! In case you haven’t, it's taking place on Wednesday 18th January at our offices in Mountsorrel, Loughborough.

Melvin Fletcher will be joining us to show Datalinx’s Mobile Ordering & Delivery system, which uses the latest in handheld and tablet technology to allow quick and easy transactions on the move. Dave Parker from Sage will also be joining us to talk through Sage news and the Sage 200 Wish list.

The Sage 200 User Group will also provide an opportunity for a chat with your Account Manager, so please get in touch if you’d like a meeting and we will schedule one in.

Don’t forget we are also running a Sage 200 Business Intelligence training course on Thursday 26th January. The course is open to everyone, with a discounted price for current customers. Using Sage 200 for Business Intelligence will help you quickly and efficiently analyse data, make better and more informed business decisions, and gain an in-depth understanding of what’s really happening throughout your business, so it's well worth using. The course will guide you through using Sage 200 Business Intelligence, based around the Sage 200 Commercial modules.

To register for the User Group, to submit your questions or arrange a catch up with your account manager please complete the fax back form that you received with your invite or email [email protected]. You can also email us to find out more about the Business Intelligence training course, or call us on 01509 410500. Of course, if you need any further information please don't hesitate to get in touch.

Find Out About Microsoft SharePoint at TSG’s Free Events in the Midlands

Microsoft SharePoint is Microsoft’s fastest growing business software solution. But finding out just what it does and how it can benefit your business is not always straightforward. That’s why in February 2012 TSG is holding free SharePoint events in the Midlands.

Microsoft SharePoint is a highly flexible business collaboration platform which delivers solutions for a massive range of business requirements, no matter how unique your business processes are.

SharePoint allows your staff to share ideas and expertise, search for information and increase the efficiency of a wide range of processes. You can use SharePoint to set up websites to share information, manage documentation and gain access to business intelligence – improving decision making across your entire organization.

If you’re considering Microsoft SharePoint for a future project or looking to build on or expand your current SharePoint set up, then February’s Microsoft SharePoint events will be well worth attending. Taking place in Birmingham and Kettering the events provide your business with the ideal opportunity to understand SharePoint, learn more about its features and benefits, and show you why SharePoint is the business software everyone’s talking about!

These free events are taking place on the 8th February 2012 in Solihull and on the 9th February 2012 in Kettering. Both events are divided in to different morning and afternoon sessions. You’re welcome to join us for both sessions or just to attend one, and lunch and refreshments are included. Pre booking is essential, so please use the following links to register:

Moning Session: Introduction to the Benefits of SharePoint

Afternoon session: Improving Information and Business efficiency with SharePoint

TSG recently ran several similar events in Aberdeen, Edinburgh, Glasgow, Durham and Manchester which were quickly booked up. The events also received great feedback, so to avoid disappointment please register your place as soon as possible.

Limited places available on our Sage 200 Business Intelligence training course

Are you making full use of Sage 200’s Business Intelligence functionality? If you’re a Sage 200 user, you will benefit from our Sage 200 Business Intelligence (BI) training course. Certain information about your business can remain hidden unless you have the right software to unlock it. Using Sage 200 for BI helps you to quickly and efficiently analyse data and make better, more informed business decisions.

The powerful module helps you to analyse data and view customer information including key trends and seasonal changes. Eighty five pre-defined reports are set up and ready to go, which makes it easy for you to extract data straight away.

If you’re using Sage 200 version 2009 and above, you’ll probably find that the BI module is set up and ready to use. However, it’s always best to check with your Sage business partner to see if your version is compatible.

The next training course is taking place on Thursday 26th January 2012 at our office in Mountsorrel, near Loughborough. Lunch is included and if you’re an existing Sage 200 customer, we can offer you the course at a special discounted price of only £199+ VAT. Places are limited, so bookings are on a first come, first served basis.

We keep class sizes small so that you receive high quality teaching and guidance. Full training documentation is also given to take away and keep.

To book your place on the course, or to find out more about Sage 200 BI, please contact Concentrix TSG or call 01509 410500.

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!

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.