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

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

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.

Don't Miss Out! Microsoft Dynamics CRM Online offer still available until 30th June 2011

Over the past few months Microsoft has been offering Microsoft Dynamics CRM Online for the special price of £22.75 per user, per month. Unfortunately, this price can’t last forever and is due to end on 30th June 2011.

Microsoft Dynamics CRM Online is ideal for medium to large businesses, but also smaller ones too thanks to the minimal start-up cost. Microsoft Dynamics CRM online is quick and simple to deploy, as it means no new hardware costs and the friendly user interface is easy to grasp. New users will also love the familiarity of a Microsoft system, and what’s even better is that it integrates fully with Outlook!

Since being released in early 2011, Microsoft Dynamics CRM Online has taken the CRM market by storm. A CRM system is key to keeping track of new business leads, sales pipelines and customer account information. A no obligation, 30 day free trial of Microsoft Dynamics CRM Online is available, so you can try the product before you buy! Microsoft is also offering cash back offers when switching from other CRM providers such as Salesforce.com.

However, Microsoft Dynamics CRM Online may not necessarily be right for your individual business needs. As we always take a product agnostic approach, please contact us to speak with one of our CRM specialists who will be able to advise you on the best CRM or ERP product for your organisation.

Concentrix TSG to exhibit at TFM&A in Manchester on Thursday 26th May 2011

Concentrix TSG will be attending the Technology for Marketing and Advertising (TFM&A) show on Thursday 26th May 2011. Not only is it the first time TFM&A is being held in Manchester, it is being held at Old Trafford, the home of Manchester United FC!

The exhibition is the ideal place to chat with businesses that specialise in CRM, data, direct and digital marketing. The event will bring guests the latest marketing, advertising and sales solutions and technology combined with helpful seminars.

Make sure you visit our stand where we will be demonstrating Microsoft Dynamics CRM on the iPad! Our friendly sales consultants will also be on hand to answer any questions you may have about CRM, whether you know exactly what you’re looking for or not. The event will bring you the latest marketing, advertising and sales solutions and latest technology combined with helpful seminars.

Here at Concentrix TSG we help all types of companies and organisations with their CRM and ERP needs. We are product agnostic so we take pride in being able to recommend the right product for your business’s needs. Just a few of our products include Microsoft Dynamics CRM, Microsoft Dynamics NAV and Sage 200. For optimum performance of your business software, we also offer a full range of managed IT services, IT security, and infrastructure.

The last TFM&A show at Earls Court attracted 11,000 visitors, so it is a valuable and worthwhile visit. On top of this, it is free for you to come along! Doors open at 9am until 5pm. To register, click here. If you are not attending but you are interested in CRM or ERP solutions, feel free to visit the Concentrix TSG website where there’s lots of information to help you get started.

We look forward to seeing you in Manchester!

The Real Reasons UK Businesses are Moving to Microsoft Dynamics CRM Online

Microsoft Dynamics CRM Online, the cloud-based version of this leading CRM solution, is rapidly establishing itself as a key player in the cloud CRM market. Considering it was only released in January, here at Concentrix we’re seeing a high level of interest in the product from new and existing clients alike. We already have a number of new clients that signed up for the thirty-day free trial of Microsoft Dynamics CRM Online and thought the product was great. They've now incorporated the software into their business strategy and have it actively up, running and delivering productivity and efficiency gains for them.

Cloud-based CRM software is a great choice for businesses that have limited in-house IT resources or don’t want to manage their own hardware and IT infrastructure. There’s usually little or no financial outlay for new computers or equipment, and you just pay a monthly fee per user. In this way you make your CRM system an operational cost rather than capital expenditure.

Once businesses have decided to go down the cloud CRM route, they’re choosing Microsoft Dynamics CRM Online because it’s easy to use, it has a familiar look and feel, it’s quick to get up and running and you don’t need to be a technical expert to understand it. It’s also possible to migrate from Microsoft Dynamics CRM Online to the on-premise version of the product Microsoft Dynamics CRM 2011. The features and functions of the online and on-premise versions of the product are almost identical, and the ability to migrate between the two deployment options is probably unique in the world of CRM software.

As well as its great features, functionality and flexibility, the price of Microsoft Dynamics CRM Online and some of the current offers around it are key reasons behind its rapid up take among UK organisations.

Microsoft Dynamics CRM Online is available in the UK for just £22.75 per user per month. That price compares extremely favourably with other cloud-based CRM software applications. In June 2011, the price will increase, but not by much (it will still be less than £30 per user per month). The introductory pricing, combined with its power and ease of use, has been enough to convince many companies that Microsoft Dynamics CRM Online is the right choice for their business.

In addition to the competitive pricing, back in December 2010 Microsoft published an open letter from Michael Park, the company’s corporate vice president of sales, marketing and operations for Microsoft Business Solutions. In this letter Microsoft announced its “Cloud CRM for Less” offer for Salesforce.com and Oracle customers. This offer is still running. So, for organisations with a minimum of 15 users (and that meet some other basic criteria), Microsoft will give you cash back for each user that makes the switch to Microsoft Dynamics CRM Online between now and June 30, 2011. It’s not a small amount of cash either; it’s £134 per user. So, for example, if you switch 30 seats, you get over £4000 back. And you can spend that money on anything you like (there are no restrictions).

Here’s some more news to help get you started with Microsoft Dynamics CRM. If your company is a small business, Microsoft recently announced it’s offering the free trial of Microsoft Dynamics CRM Online extended to 90 days from the usual 30 days. The aim is to help small businesses develop and manage their customer relationships and sales pipeline. This extension of the 30-day trial is worth £370, and part of Microsoft’s initiative to help StartUp Britain. StartUp Britain has been set up by entrepreneurs for entrepreneurs to help enterprises in the UK, and has the full support of the current UK Prime Minister and HM Government.

For more information about Microsoft Dynamics CRM Online or On-premise, and the full range of services available from Concentrix, please visit www.concentrix.co.uk or contact us.