Dynamics CRM Online and On Premise come with their own strengths and is suited to small enterprises to very large enterprises, based on how it is designed and implemented.
1. Think through what you want the CRM to do have a CRM strategy
Implementation of a CRM project should be in line with business needs and must be with the involvement of the management team with the creation of a CRM strategy I like to call it customer 360.
A CRM design phase gives you an opportunity to rethink your processes and streamline them for better productivity. There are many inbuilt modules in Dynamics CRM which can be used out of the box to suit your business requirements, for which having a clear thought out intent for the CRM implementation is essential..
2. Break the project into phases
Design your new system with suggestions from its intended users and then allocate the features into different phases of the implementation project. Break your projects into phases. The first phase should be limited and executed quickly. This way you can then get feedback . After the feedback go for a more complete system in a second phase.
3. Clean your data prior to the new CRM
Prior to any data migration, ensure you take time out to cleanse your data, tidy up addresses, remove duplicates etc. as this will make the implementation and use of Dynamics CRM simpler. Understanding the different data formats and options available in Dynamics CRM will enable you to clean your data as best suited to your needs. For example, in the contact details, you can include middle name, or opt to include designation which will make the data easier to search. Erroneous or bad data results in incomplete utilisation of a CRM system so it is a good idea to ensure you plan enough time for this phase.
4. Refine as you Go
It is important that you have a defined set of requirements, but one also needs to be flexible to refining the system and updating options as you go. Being stuck on getting all the details implemented right at the beginning will make your system implementation process seem very long and taxing. The implementation works in an agile mode wherein feedback and new features are implemented in the next cycle or phase of the project. This will make the process easier and also allows for the CRM to grow with your business see out section on Agile projects
5. Plan your migration
Planning is mandatory, and the best migration happens with time at hand. Plan your migration to the new system during your business lean period. This ensures users are acclimatised to the changes, undergone training sessions and are well versed in the new system when the peak season comes in.
6. Break up your training into sessions
A new system and new ways require understanding. Even if you are seasoned users of CRM, the Dynamics CRM presents data in different views and understanding the changes will ensure that the time lost in between work is kept to the minimum. Breaking up your training into sessions will help users retain more and come back with questions, hence improving their understanding of the new system.
7. Project Managers
Every change will be associated with some resistance. This resistance can be handled well through project managers who work as the direct point of contact for users and also ensure that the users’ feedback is woven into the system. They will also facilitate communication between the users and the partner who will be responsible for the implementation. It is important that the project manager is someone who is accessible to the users and understands the day to day business. The users can discuss and help in system refinement.
8. Work with a quality partner
Working with a partner who understands and is passionate about CRM ensures they work out the best solution for your specific needs. Attempting an implementation by yourself will not be a good solution.
A CRM implementation means distraction from your core business to implement a system. Additionally staff who do not have a thorough understanding of Dynamics will result in a wastage of time and money.
Morph360Tech has been involved in various CRM migration and implementation projects.
We have worked in migrating complex .Net applications on CRM 4 through to Dynamics CRM 2015 Online.
Microsoft designed Dynamics CRM 2016 to allow customer-facing employees to manage their daily activities in a single experience – eliminating the distractions people encounter when switching between applications while doing their jobs. This reduces the time it takes users to get things done and allows people to really focus on the customer.
Microsoft enables this renewed focus with the following new capabilities:
An enhanced Excel experience within CRM, including new Excel templates to automate core tasks. This allows sales to get analysis and insights, such as commission calculations and sales forecasting, directly in their sales process without exporting or switching applications.
The next generation of the Dynamics CRM app for Outlook, enabling people to track emails, add contacts from within an email or create new records to track emails through a PC, Mac or mobile browser.
Delve functionality that can surface relevant trending content like popular presentations or proposals that can help users with their opportunities and accounts.
Contextual documents across SharePoint, OneDrive for Business and Office 365 Groups for any CRM record. Microsoft is making it easier to open a document in the CRM app using different applications on various devices. After reviewing a document, users can return to CRM by simply tapping ‘back’.
Personalised sales documents are now easier to build with Document Generation. Automation of this core sales task is another way Microsoft helps users save time.
Next generation Cortana integration. Microsoft is embedding sales activities, accounts and opportunities into Cortana to surface what’s relevant to salespeople at any time – both personally and professionally.
Beyond productivity, Microsoft Dynamics CRM 2016 will be improving in other areas as well:
- Intelligence: Microsoft is delivering intelligent processes for sales, service and marketing with the power of the Cortana Analytics Suite. They’re introducing capabilities like intelligent product suggestions (for cross-sell), and recommended cases to resolve customer service issues. They’re also harnessing the power of Azure Machine Learning for sentiment analysis in Microsoft Social Engagement and baking intelligent and contextual guidance into CRM throughout the entire customer journey.
- Mobility: There will be a continued investment in mobile for tablets and phones with full offline mobile capabilities, the ability to create task-based mobile apps, Mobile Application Management with Microsoft Intune and next generation Cortana integration that surfaces CRM data to drive proactive interaction and voice-driven CRM.
- Service: Microsoft has expanded the native CRM capabilities for case management with knowledge management and self-service capabilities when they acquired Parature in 2014. FieldOne will add field service capabilities to our customer service portfolio.