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

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.

Accounting Solutions for Small Businesses: is Microsoft Dynamics NAV a Good Fit?

With over 1 million users worldwide in around 80 000 organisations, Microsoft Dynamics NAV is an established and proven accounting and ERP solution. In the UK, it’s the most popular of the Microsoft Dynamics ERP products. However, we sometimes find there’s a misconception about Microsoft Dynamics NAV that it is strictly for medium and larger sized businesses.

There’s no denying that Microsoft Dynamics NAV’s core market is medium-sized businesses. It’s an incredibly flexible product that can be configured and implemented quickly, has a literally hundreds of configurations for specific industries and verticals, and is great for organisations with say 50 to 250 employees. It’s also used in larger organisations because, in theory, there’s no limit on the number of seats you can deploy. But that’s not to say smaller organisations looking for an accounting or ERP software solution should ignore Microsoft Dynamics NAV.

The most widely used small-business accounting product in the UK is Sage 50. A lot of businesses then graduate from Sage 50 to Sage 200. These are tried and tested products, have great functionality, and, as their popularity proves, are also both excellent accounting and ERP solutions. However, perhaps due to the common perception that it’s only for medium and large sized organisations, Microsoft Dynamics NAV often gets overlooked by small businesses.

If you’re part of a small organisation that’s looking for accounting and ERP software, you should include Microsoft Dynamics NAV in your shortlist: even if you only need one or two users. The basic (Business Essentials) licence costs are not far away from the price of Sage 50 licences, and can actually be slightly less than Sage 200. Microsoft Dynamics NAV has the familiar look and feel of other Microsoft products, and covers most requirements you need from a small business accounting solution ‘out of the box’. You can also try out a cloud version of Microsoft Dynamics NAV offered by Concentrix TSG.

Microsoft Dynamics NAV’s functionality combined with competitive pricing make it a realistic solution for many small businesses, but that’s not to say it’s for all small businesses. At Concentrix TSG we offer a range of solutions, so for help, information and advice on accounting and ERP solution for you organisation, whatever its size, please contact us.

Concentrix TSG are UK based independent Accounting, ERP and CRM software specialists.

Choosing an ERP Solution: Microsoft Dynamics NAV and Sage 200

As independent ERP and CRM software providers, it’s important to us at Concentrix TSG that we listen to our customers, our potential customers, and the opinions and experiences of other professionals. Along these lines, we recently commissioned a survey to find out, among other things, why UK businesses chose their current ERP solution.

The survey put this question to 103 senior finance, senior accounting, senior IT and senior management professionals. Out of eleven possible answers, (responders could choose more than one answer and they could also add their own) there was a clear leader: at 44% (compared with the second highest response at just 14%) the most popular answer to why these businesses chose their current ERP solution was that “the product’s features and functionality would best meet their business requirements.”

Product fit and functionality are of course logical and so it was no surprise that this was the top answer in the survey. And Concentrix TSG provides two ERP solutions designed specifically to fit the business requirements of small and medium-sized organizations.

ERP Solutions which will Best Meet Your Business Needs

Concentrix TSG offers two key ‘best in breed’ mid-market ERP software solutions. These are the Sage 200 business management software suite and Microsoft’s flagship product from its Dynamics business solutions range, Microsoft Dynamics NAV.

Because these products were designed from the ground up to be adaptable to different business requirements, they’re both flexible and highly configurable. They both have clear roadmaps and plans for the short, medium and long-term future. Because they are modular systems, you can deploy just the modules you need to achieve the right functionality for each of your business areas. And as your business grows, you can add new or enhanced functionality to meet your expanding needs. So, when we deploy either Sage 200 or Microsoft Dynamics NAV, Concentrix TSG will ensure the features and functionality will best meet your business requirements both now and in the future.

Choosing between Microsoft Dynamics NAV and Sage 200

If both Microsoft Dynamics NAV and Sage 200 potentially provide a good product fit, which one is best for your business?

Sage 200 and Microsoft Dynamics NAV have slightly different features, qualities and strengths. So the first stage in your ERP project is to choose which one of these two products is most appropriate to your organisation. This is usually achieved by a discussion with one of our ERP specialists, who will review your current business processes, systems, strategy and objectives and recommend the most suitable solution. But if you want a bit of background before you contact one of our consultants, here’s a (very) brief summary of the differences between Sage 200 and Microsoft Dynamics NAV. You can also find a comparison of Sage 200 and Microsoft Dynamics NAV on our website.

The Sage 200 Suite

Sage 200 is more of a straightforward ‘out of the box’ ERP solution than Microsoft Dynamics NAV. It’s easy to use, and made by the UK company Sage (which also makes Sage 50, the most popular small business accounting software in the UK).

Sage 200 is a popular choice with companies migrating upwards from Sage 50. Migrating to Sage 200 from Sage 50 is relatively straightforward, and because Sage 50 is extremely popular among small UK businesses, there’s also a good chance some of your staff will already be familiar with the look and feel of Sage products.

Choosing Sage 200 is not exclusive to businesses looking to upgrade from Sage 50 though; it’s also used by businesses migrating from other products as well as those installing an accounting or ERP solution for the first time. Sage 200 also has some excellent add-on programmes and gives you the assurance that there are a high number of accredited business partners and developers around the UK.

Microsoft Dynamics NAV

Microsoft Dynamics NAV is arguably a more flexible and adaptable programme than Sage 200, but with less ‘out of the box’ features. Microsoft Dynamics NAV is the most popular Microsoft ERP solution in the UK, and can be configured to meet just about any business requirement of small and medium sized businesses. In some areas it is more powerful than Sage 200, and it has literally hundreds of add-on applications and vertical solutions. It’s also of course manufactured by Microsoft so has a network of partners and developers worldwide.

ERP in the Cloud

Concentrix TSG offers Microsoft Dynamics NAV as a cloud solution, as well as offering the more traditional on-premise deployment. Sage 200 is not available ‘in the cloud’ yet but it is a key focus of Sage’s product development and a cloud version of Sage 200 should be available towards the end of 2012. Choosing between a cloud or on-premises deployment of you ERP software depends on your business strategy, IT infrastructure and several other factors. However, the choice of deployment options for Microsoft Dynamics NAV, and in the near future for Sage 200, helps further to ensure the solution best meets your business requirements

Full Range of Services Ensure a Good Fit

To implement either Sage 200 or Microsoft Dynamics NAV in your business, you will have to work with an accredited Sage Business Partner of Microsoft Business Partner such as Concentrix TSG (you won’t be able to purchase either product unless you work with a formally accredited business partner) .

Working with a business partner gives you access to trained, qualified and experienced staff. They will help you right from the early stages of your project, such as project definition, scoping and planning, through project management, implementation, training, project review and on-going support.

Both Sage 200 and Microsoft Dynamics NAV are excellent ERP software solutions that can fit the requirements of a wide variety of mid-sized businesses. To find out how they can meet the ERP requirements of your organization, please contact Concentrix TSG.

Microsoft Dynamics NAV Offers Update: Buy One License, Get Two More Free

Last year, Concentrix TSG ran a promotion to help UK businesses, and in particular smaller businesses, get started with Microsoft Dynamics NAV. The offer, which we ran in association with Microsoft, gave the chance for companies and organizations that hadn’t used Microsoft Dynamics NAV before to buy three licenses of this leading ERP solution for just one UK pound (£1).

Occasionally we do come across businesses or individuals that seem to have a perception that Microsoft Dynamics NAV is just for larger organizations. While the choice of accounts and ERP software always comes down to your business requirements (your aims, objectives, processes and business strategy), the perception that Microsoft Dynamics NAV is just for larger businesses is incorrect.

Microsoft Dynamics NAV is an extremely flexible ERP product that is designed for a wide range of different sizes of organizations and different business process complexities. This flexibility means that it’s often a great fit for small and medium sized businesses, and at Concentrix TSG we can give you examples of where we’ve effectively and successfully deployed it in companies with less than five users.

Concentrix TSG had a great deal of interest in the three licenses for a pound offer and it wasn’t surprising that a number of companies took us up on it. The feedback from our clients on both the offer and the product has been great and has helped a number of organizations get started with Microsoft Dynamics NAV. Unfortunately, as we’re a business as well, so we couldn’t continue that level of discount for long. The offer ran throughout the autumn of 2010 and ended promptly on 23rd December.

Despite finishing a few months ago, we still get enquiries about the three for a pound offer (word must have got around!). We also had a few clients that for various reasons couldn’t commit by the deadline and just missed out. So, here’s a new offer. Until June 23rd 2011, if you’re a UK business that hasn’t used Microsoft Dynamics NAV before, you can buy one user license of the product, and we’ll give you up to two more for no extra cost. This reduces licensing costs on larger projects, and again helps smaller organizations get started with the product. Whether you choose one or two additional licenses is entirely your choice; whatever is right for your business. We're also discounting our implementation and support services.

Like any ERP solution, Microsoft Dynamics NAV has its own features, strengths and benefits. But just because it’s a great fit for many small businesses doesn’t automatically mean it’s the right choice for everyone. Sometimes a solution such as Sage 200 may be more suited to your requirements, so you should always talk your options through with an independent business management software specialist (like Concentrix TSG!).

There’s more information on how you can get your free licenses for Microsoft Dynamics NAV on the Concentrix TSG website, or to find out more, please don’t hesitate to contact Concentrix TSG direct.