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

CRM software: Verticalise, Customise or Build Your Own?

An article published recently on the software advice blog discussed whether businesses should choose a vertical-specific CRM solution, purchase CRM software and customise it to their needs, or build their own.

It’s an interesting article because the customisation and verticalisation of CRM solutions are closely related. What’s more, the case for building your own CRM system is not one we’ve seriously come across in a long time, despite having our ears very much to the ground.

Verticalisation and Customisation

Modern CRM solutions such as Microsoft Dynamics CRM and Sage CRM are incredibly flexible. They allow anyone (with the right permissions) to personalise and configure their workspaces. They also allow system administration level users to configure a greater variety of fields, workflows or processes. More advanced configuration, or customisation (which uses development skills) is usually beyond the scope of client businesses as it requires more advanced technical and development expertise with a particular product. That’s why you hire a business partner.

Verticalisation is basically extensive or advanced configuration and customisation. The majority of modern CRM solutions can only be sold through certified and accredited business partners. Many (probably most) of these business partners will specialize in key verticals. This means, not only do they have extensive experience of the product, they also have experience of each sector, the way it works, its ‘language’, challenges and issues. They will often have vertical solutions, based on a particular CRM product, which they can implement quickly, incorporating best-practice techniques and processes, at a reasonable price without having to ‘reinvent the wheel’.

So, one of the key factors to remember when choosing a CRM business partner and the CRM solution(s) they provide, is to look at their skills, experience and niches. Ask for references, site visits and case studies relevant to your particular sector. Not only will you get a better, more powerful CRM solution, you’ll get exactly what you want, developed and supported by experts, at a fraction of the price, resources and hassle of developing it yourself. And because you’re using a proprietary CRM solution, you’re not reliant on one business partner, and the product has the support of a strong organisation such as Sage or Microsoft.

Build Your Own CRM solution?

It's very difficult to justify or recommend building your own CRM solution from the ground up. With the amount of time, expertise and resources that have been applied to the development of products like Sage CRM, Microsoft Dynamics CRM and other well-known, ‘best of breed’ CRM solutions, creating an in-house solution that gets anywhere near the power, functionality or ability to provide rapid return on investment is going to be a very difficult task. Most modern ‘big name’ CRM solutions have been developed over a number of years by a wide range of people with extensive experience and skills. The products have been carefully planned to meet the needs of today’s organisations and had input from experts in business, usability, working processes, sales, marketing, customer service, as well as technical, development, design and much more. They can be customised to meet your requirements, include ‘best practice’ CRM workflows and processes, and have additional features and functionality at a fraction of the cost of developing your own solution. They are extremely affordable – for example Microsoft Dynamics CRM Online is available in the UK for only £29.50 per user per month. There may be additional costs– if you want to configure, customise or verticalise your solution this will be extra, and there are usually training and support costs, but even so this is minimal in comparison to building a CRM solution from scratch.

If you need more information on CRM software, including customisation and verticalisation, or are considering building your own CRM solution, please contact independent CRM specialists Concentrix TSG.

Microsoft Dynamics CRM Online Introductory Discount Ends 31st December 2011

Since its launch in the UK last January, Microsoft Dynamics CRM Online, the cloud version of Microsoft’s popular CRM solution, has been available at the discounted price of only £22.75 per user per month.

But all good things must come to an end. Concentrix TSG has had confirmation direct from Microsoft that on December 31st 2011 the price of Microsoft Dynamics CRM Online will revert to its standard price of £29.50.

So why choose Microsoft Dynamics CRM Online as your cloud-based CRM software solution? Here’s just a few reasons:

• You can access Microsoft Dynamics CRM Online instantly from anywhere you can get an internet connection

• It’s quick and easy to deploy, with low up-front costs and little, if any additional investment needed in hardware

• You’ll work with a CRM-accredited Microsoft business partner such as Concentrix TSG, and run the product on infrastructure that’s managed by Microsoft

• You won’t need an IT department or high-levels of technical skills or resources within your business to get up, running and productive with a powerful CRM solution

• Microsoft supports Microsoft Dynamics CRM Online with a financially backed 99.9% uptime agreement. What this means is if the product is unavailable for more than 0.1% of the time (and it’s their fault), they’ll compensate you with cash

• The price of Microsoft Dynamics CRM Online in the UK,even at £29.50 per month compares is still much cheaper than its closest competitors

• If you choose to go ‘on-premise’ in the future, because Microsoft Dynamics CRM Online and the on-premise version (Microsoft Dynamics CRM 2011) are effectively the same products, its relatively straightforward to transfer over

• There’s a free trial of Microsoft Dynamics CRM Online available, which is quick and easy to access, so you can try before you buy (if you’re asked, don’t forget to put Concentrix TSG as your Microsoft Partner of Record!).

If you’re thinking of signing up for Microsoft Dynamics CRM Online, as long as you do so prior to 31st December 2011, you will receive the introductory rate for 12 months. What’s more, any further users you add to that contract after 31st December will also be at the same introductory rate*.

So in other words, if you want the discount, you really do need to hurry! Contact Concentrix TSG for more information.

*Terms and conditions apply, contact Concentrix TSG for full details

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

New Format for Concentrix TSG's next Sage 200 User Group

Concentrix TSG's next Sage 200 User Group is on Wednesday 19th October at our offices in Mountsorrel, Loughborough. If you’re a Concentrix TSG customer that uses the Sage 200 software suite, we’d love you to come along! If you haven’t received your invite already, it should arrive in the post shortly.

As usual, we’ll be joined by experts from Concentrix TSG and Sage. We’ll be discussing ways you can further improve your business with Sage 200 and get the very best from the software, we’ll bring you up to date with news from Sage and Concentrix TSG, and provide the opportunity to network with other Sage 200 users. And of course we’d like you to stay for a buffet lunch and a chat afterwards!

Change in User Group Format

For this Sage 200 User Group, we’ve taken on board feedback from previous sessions and have changed the format slightly. This time, we’re including an ‘open forum’ in the second half of the morning. This will give you the opportunity to put questions about Sage 200 to a panel of Sage and Concentrix TSG staff, as well as an open discussion within the group.

We hope the forum will stimulate discussion in a number of areas, so we do ask that you submit questions beforehand. Questions could be about the products future development, technical issues, or ‘how to’ type queries, what's new in Sage 200 2011 – whatever you want to ask!

When you receive your invite to the Sage 200 User Group, you’ll find there’s space for questions on a Faxback form included with your invite. Please submit your questions by Friday 7th October.

Getting Started with Sage 200 CRM

As well as the open forum, a product expert from Sage will be showing how Sage 200 can increase your turnover through its CRM module, Sage 200 CRM. Front and back-office integration is one of the key strengths of Sage 200, so if you need to get started with CRM, this session will be invaluable. What's more, if you have colleagues interested in CRM (CRM software is a hot topic for Marketing, Sales and Customer Service professionals) we’d love them to come along too! If they’re interested, please add their names to your registration form (this is included with your invite).

Other Changes to the Sage 200 User Group

Here’s another change. After our Sage 200 2011 Launch Event last June, several delegates said they would like the opportunity for a chat with their Account Manager. So, if you would like a meeting after the User Group, please get in touch and we will schedule one in after lunch. Please note time is limited so these meetings will be on a ‘first come, first served’ basis. We’ll do our best to fit you in, but if we can’t fit you in on the day, we’ll arrange a meeting another time. This can either be at Concentrix TSG offices, at another TSG office local to you, or we’ll come and visit you.

How to Register

To register for the Sage 200 User Group, to submit your forum questions or arrange a meeting with your account manager, please submit the faxback included with your invite, or use the email address provided on the form. You’ll also receive an agenda with your invite, and of course if you need any further information please don’t hesitate to get in touch. We look forward to seeing you on the 19th October!

Please note these Sage 200 User Groups are currently open to Concentrix TSG customers only (space is limited so we have to give clients priority). However if you’re not a customer and this is of interest to you, please let us know – you can call us on 01509 410 500 or email [email protected].

Microsoft Dynamics CRM works in Outlook, not just with it. Here are some screenshots.

When Microsoft developed Microsoft Dynamics CRM 2011, key components of the design included flexibility, familiarity and ease of use. So, it’s had these features built in ‘from the ground up’ and as a result, it gives you choice in the way you work with it, right from the start.

There are two basic ways you can work with Microsoft Dynamics CRM: either from within Outlook, or through Internet Explorer. You can even do both at the same time. Outlook, Internet Explorer, or both - whatever you prefer.

When it comes to Outlook integration, the main difference between Microsoft Dynamics CRM and other CRM software products is that Microsoft Dynamics CRM works as part of Outlook. It doesn’t just link or  connect to it. This makes it really easy to use. You can perform many actions and activities in one or two clicks, and the system operates much more quickly than many ‘connected’ solutions.

Working within Outlook means people learn to use Microsoft Dynamics CRM very quickly. It also means people are comfortable working with it early on, which in turn makes the typical user adoption rates of Microsoft Dynamics CRM extremely high. That’s because anyone who has used Outlook before (and that’s a lot of people) immediately find the look and feel of Microsoft Dynamics CRM familiar; it’s like Outlook with a few more things added. Or ‘Outlook on Steroids’ as one of our clients once described it.

To give you an idea of what it looks like, here’s a selection of screenshots showing Microsoft Dynamics CRM 2011 working from within Microsoft Outlook. Note that it doesn't matter whether you use the cloud-based Microsoft Dynamics CRM Online or have the product deployed on-premise, either will work from within Outlook.

 

 
 
Screenshot 1 – The ‘Track in CRM’ Feature in Outlook

 

This first screenshot shows the “Track in CRM” feature, which I think is great. There’s no ‘drag and drop’ or even cut and paste like some other CRM applications. You click on a ‘Track in CRM’ icon in the Outlook Toolbar, and then choose where you want to place the email from a drop down menu (in this case a Lead). Just choose the information you need, and it’s in CRM! And Microsoft Dynamics CRM remembers what you’ve done, so next time you do it, it’s quicker.

 

  
 
Screenshot 2 – Microsoft Dynamics CRM Account Information in Outlook

 

This screenshot shows how you can access your account information in Microsoft Dynamics CRM while working in Outlook. 'Accounts' are the customers, organisations or suppliers you work with. This example shows the Sales section, and if you look on the left hand side, you can also see Contacts, Leads, Opportunities and other information relevant to that role. All easily accessed and navigated.

By default Microsoft Dynamics CRM calls ‘accounts’ companies or organisations you work with. Other CRM applications may call this something different; ‘Company’ for example. Not everyone likes the word ‘accounts’ in this context as it does have the potential get confused with financial accounts. But, because of the flexibility of the product, if you don’t want it to be called ‘Accounts’, your business partner can easily change it to something else.

 

 

Screenshot 3 – Microsoft Dynamics CRM Dashboards in Outlook

 

Dashboards are one of the most powerful features of Microsoft Dynamics CRM. As a user, you can set them up how you like and see at a glance (in real-time and presented in the most appropriate graphical format), the information that’s important to you. This helps you not just keep on top of what’s happening in your business, but really understand it. So, you’ll make quicker, better and more timely and decisions, based on the right information.

When we show Microsoft Dynamics CRM 2011 to prospective clients, the Dashboards are one of the features they get really enthusiastic about. As you can see from the screenshot, they’re easy to access, read and use from Outlook (just as easy as if you're using Internet Explorer).

These screenshots are just a tiny selection of what you can do when working with Microsoft Dynamics CRM in Outlook. However they show that Microsoft Dynamics CRM really works as a part of Outlook. It’s not just a linked application or an add-on to Outlook, like many other CRM solutions.

There are more screenshots of Microsoft Dynamics CRM on our website. If you want to really get to know the product, there's no better way than trying it yourself, and we'll be happy to arrange a free trial of Microsoft Dynamics CRM 2011 for you, with no obligation.

For more information about Microsoft Dynamics CRM, Microsoft Dynamics CRM Online or other CRM products supplied by Concentrix TSG, please contact us or visit http://www.concentrix.co.uk/.

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!

Is CRM Right for Your Business? An Introduction to modern CRM software, Cloud Solutions and ERP Integration

The concept of Customer Relationship Management (CRM) has been around for many years. In its truest sense, CRM is a strategy. It’s a way of managing existing and prospective customers and building and strengthening relationships to increase sales, improve market strategy and customer satisfaction. In one form or another, a CRM system is an integral component of many, and probably most, UK businesses.

Theoretically a CRM system doesn’t need to be based on software or IT. However the phrase ‘CRM’ is today generally used to refer to software-based business processes which help run, automate and improve the efficiency and effectiveness of sales, marketing, customer service and customer support. Rightly or wrongly, the phrases CRM and CRM software are often used interchangeably throughout the UK.

Who Uses CRM?

The CRM market in the UK (and worldwide) continues to grow and most organisations now use a CRM solution of some kind. One of the findings published in a recent survey by Computing, which, among other objectives, set out to find the extent to which CRM has been deployed, was that 75% of respondents had some form of CRM system in place.

CRM software has moved from being a ‘nice to have’ business tool to a key component in the operation of modern organisations. It’s used in a wide variety of different sectors and verticals, and the full range of business sizes: small start-ups, SME’s and multinational PLC’s. For example, independent CRM specialists Concentrix TSG has customers with one-user CRM systems in small manufacturing and retail companies, a wide range of mid-market organisations with 20 to over 100 users, and some well-known national organisations with over 700 CRM system users. As well as private sector clients, we also have clients in the public sector, charities, institutes and education industries.

Increased Power and Flexibility

Over the last few years, the pace of development of CRM software has been extremely rapid. Many solutions have transformed from what would now be considered contact management systems, to highly configurable, customisable, feature and functionally rich platforms. These enable highly bespoke solutions to be developed to meet the precise process requirements of just about any business, no matter how complex these requirements are. Consequently the term ‘xRM’, where the ‘x’ stands for ‘anything’ (Anything Relationship Management) has evolved.

Despite the growth in product flexibility, power and functionality, not all businesses have highly complex business processes. Many just require ‘standard’ CRM functionality for sales, marketing and customer service. So, although highly flexible, many solutions, such as Microsoft Dynamics CRM and Sage CRM, are also ideal for organisations that need ‘straightforward’ CRM. They enable organisations to gain sophisticated CRM functionality ‘out of the box’. Because their modern interface designs are easy to use and quick to implement, training is minimal and costs are reduced. Their design also helps to ensure high user uptake and ultimately successful CRM implementation. Plus, they can enhance and adapt their CRM system as their business grows.

Price of CRM

The price of a CRM system in terms of overall project costs is made up of user/licence costs, plus implementation, configuration, training, support and sometimes other costs. However, price no longer has to be excessive or a barrier to implementing a CRM solution, no matter how big or small an organisation is.

As CRM software has become more popular and developed both functionally and technically, many mainstream CRM solutions have become better value while at the same time offering increased power, choice, adaptability and features.

The growth of online or cloud CRM, in particular the release in the UK, of the cloud-based Microsoft Dynamics CRM Online, has started to shake up the market. Some CRM providers have reviewed their pricing structure or offered competitive transfer rates. Up until the release of Microsoft Dynamics CRM, ‘you get what you pay for’ was a good rule of thumb for CRM software. However, Microsoft Dynamics CRM Online is effectively the same product as the on-premise version, and is currently on offer in the UK for only £22.50 per user per month (even when it’s not on offer the full price will only be just £29.50 per user per month). This makes Microsoft Dynamics CRM Online a highly compelling proposition for many businesses, especially smaller organisations or those looking to trial CRM for the first time.

Cloud versus On-Premise CRM: Operational versus Capital Expenditure

One of the key features of cloud CRM deployment is that you effectively rent access to the software. This means that, once the system is up and running, you make your CRM solution an operational cost. This is opposed to the capital expenditure or ‘up front’ costs of the more traditional on-premise deployment. Often the main attraction of cloud-based CRM is that there’s generally little or no financial outlay in terms of hardware and IT infrastructure, certainly at the start of the project. Costs are also straightforward: you decide on the level of service and support and pay a monthly fee.

Having CRM software as an operational cost suits many businesses, but by no means all. There are a variety of reasons an organisation may prefer, from a financial point of view, to deploy an on-premise CRM solution. For example, they may prefer to ‘take the hit’ on the initial spend, to use a solution they ‘own’ rather than rent, and have a system that they can run, configure, secure and control on their IT infrastructure. There are other reasons why a business may choose cloud CRM over on-premise CRM or vice-versa, which tend to depend on an organisations culture, resources, size, processes and business strategy.

Integration with ERP Solutions

Integrating CRM software with accounts or Enterprise Resource Planning (ERP) software, effectively linking the front and back office functions of an organisation, can deliver significant benefits. The integration provides a full view of customer and sales value and enables organisations to make better, more informed decisions, and make them more quickly. Integration reduces procedural hurdles between departments as staff have an even more comprehensive view of customers from the centralised source of accounting as well as CRM information. It also reduces duplication of effort and the likelihood of errors, eliminating redundant data entries and making sure information in both the ERP and CRM solutions is kept up to date. A major benefit of ERP and CRM integration for marketing and sales staff is that they can quickly access detailed business information such as payment history, contracts, pricing and product availability.

Having CRM integration built-in by the ERP products manufacturer, as opposed to using third-party connector applications, has the major advantage of the product integration being supported by the vendor. Examples of mid-market ERP products which include integration with proprietary ‘best-in-breed’ CRM solutions are Sage’s mid-market business management suite Sage 200. This includes Sage 200 CRM (which is effectively their highly commended Sage CRM product), as one of its base modules.

Microsoft’s popular mid-market ERP solution Microsoft Dynamics NAV is also supplied with a CRM module. However it's important to note that the CRM functionality included with the basic licencing of Microsoft Dynamics NAV is not the same thing as Microsoft Dynamics CRM.

The CRM functionality in Microsoft Dynamics NAV is sufficient for many businesses, although it does lack some of the processes, general capabilities and flexibility of Microsoft Dynamics CRM. To overcome this, the latest version, Microsoft Dynamics NAV 2009 R2 (released towards the end of 2010), includes in-built connection to Microsoft Dynamics CRM (previously this required a separate piece of software). This enables integration with both Microsoft Dynamics CRM and Microsoft Dynamics CRM Online (note Microsoft Dynamics CRM or Microsoft Dynamics CRM Online are not included as part of Microsoft Dynamics NAV).

So Is CRM Right for Your Business?

In theory, because all businesses have customers, CRM should deliver benefits to all businesses. Realistically though, there will always be some organisations that decide not to implement CRM, at least in the form of proprietary or bespoke software. They may be content just ‘getting by’ without it, have a very small customer-base, or highly niche business model that doesn’t require a CRM solution. However, the number of businesses using proprietary CRM software will continue to increase. Organizations without a formal CRM system will soon be very much in the minority, potentially putting themselves at significant competitive disadvantage.

More information

Concentrix TSG is an independent CRM specialist that provides a variety of ‘best in breed’ CRM solutions. Because we’re independent, we’ll help you choose the right CRM software for your business requirements; matching your aims, objectives, processes, size, sector and budget.

If you’re in a UK business and need to find out more about the benefits CRM can deliver to your organization, or for advice and information about CRM, please contact Concentrix TSG.

Become part of the Concentrix TSG Professional Partnership Programme!

Here at Concentrix TSG we take a partnership approach towards all stakeholders including our customers, employees and suppliers. As a leading CRM and ERP software specialist, we have extended this approach to businesses that offer products and services complementary to those that we provide.

Our Professional Partnership Programme has been a great success, and we would now like to expand the scheme to allow members to gain greater benefits! As a Concentrix TSG partner you benefit from complementary training, discussion groups and entry to specialist events, which means you gain greater knowledge to pass on to your clients.

So, what’s in it for Concentrix TSG, I hear you ask! Well, we hope that by partnering with us that you will think of Concentrix TSG when referring clients (only if you feel that they could genuinely benefit from the products or services that we provide, of course). However there’s no pressure or obligation at all, but if you do happen to refer a client, there is a range of thank you benefits to choose from.

The Concentrix TSG PPP is free to join but only open to businesses supplying complementary products and services to those provided by us.

We’re busy planning the next range of events for our partners, with the next taking place in October. So if you’d like to join us and benefit from the programme, please contact us.