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

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

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

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

No-one wants to invest in an ERP solution and be left with an unsupported, outdated or underdeveloped piece of software.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

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

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

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

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

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

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

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

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.

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!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

By Concentrix TSG – UK Independent CRM specialists

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].

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!