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contents Q1 2017 www.crmug.com

Tweet It! When you finish reading, share your favorite article on Twitter, #CRMUG.

Q1 2017 • WWW.CRMUG.COM

Making Sense WITH BUSINESS PROCESSES

WORKFLOW

Best Practices

Create

ENTHUSIASM and VALUE

In Every Issue 5 From the Chairman 7 From the General Manager 8 Events 10 Meet Your Peers 14 Welcome to Our New Members 16 Chapter News 28 Word Find 40 What’s New on the CRMUG Website 42 On Topic 52 Trending Topics 53 Name That Photo Contest 58 Webinar Speed Read 59 Volunteer of the Quarter: Ken Kelly 66 Academy Corner 68 Find the Logo Contest 69 The CRM List, from The Partner Channel Features 18 Humans of CRMUG

20 24

Lars Houbak

Building Change History with Workflows

Advertiser Index

Tips & Tricks Creating a Customized Entity to House Business Processes

ClickDimensions. . . . . . . . . . . . . . . . . 29

Recapping Summit 2016

eOne Solutions . . . . . . . . . . . . . . . . . . 67

26 30

User Member Showcase American Council on Education

Focus . . . . . . . . . . . . . . . . . . . . . . . 13, 43

32 38

Making Sense with Business Processes

Tips & Tricks Change Business Process Flows Using a Workflow

KTL Solutions, Inc.. . . . . . . . . . . . . . . . 45

Microsoft Member Showcase Jujhar Singh

mcaConnect, LLC. . . . . . . . . . . . . . . . 63

Create Enthusiasm, Value, and Lean with CRM Workflows

MSCRM-Addons . . . . . . . . . . . . . . . . . . 6

Tips & Tricks Track “Last Activity Date” in Microsoft Dynamics CRM (Dynamics 365)

VAR Partner Solution Showcase PA Group USA

Tips & Tricks Scope Your Workflows

Higher Logic . . . . . . . . . . . . . . . . . . . . 57

PowerObjects, an HCL Company. . . . 76 Resco.net. . . . . . . . . . . . . . . . . . . . . . . 36 Summit 2017 . . . . . . . . . . . . . . . . . . . . 19 Summit EMEA. . . . . . . . . . . . . . . . . . 9, 37 The Portal Connector . . . . . . . . . . . . . . 4 Traction Consulting Group . . . . . . . . . . 2

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Goingfrom to the the Next Level... crmug chairman

letter

Sherry Linares

By Users, For Users. Get Involved!

Andreas Kraemer hile we’re well into 2017, I want to take time to reflect on 2016.

Certainly one of the many 2016 highlights that I often think about is the

W tremendous turnout at CRMUG® Summit. Seeing so many CRMUG

Members at the event, sharing and learning and making new friends,

was fantastic. Our relationship with Microsoft keeps growing stronger, which Summit

attendees of the big Roadmap Session and many “Influencer Sessions” can confirm. Read

more about that and other highlights in the “Summit Summary” recap in this issue of the

magazine.

In addition to Summit, our chapter attendance across the country and across the globe

keeps growing as well, showing that more and more Users are getting involved locally. Don’t

miss out on the article about chapter leaders to watch in this issue. With the move to Dynamics 365 and an increased focus on data analytics and a great

Customer experience, we have much to talk about and learn in 2017. Business process

management and the use of workflows are just the start of many topics to be covered in our

quarterly magazine.

Remember, you can contribute to CRMUG in many ways, be it by writing articles,

participating in the forum(s), speaking/presenting at events, or showcasing your business

case in a chapter meeting. As in previous years, we all keep benefiting from content created

“By Users, For Users”. This is what keeps me excited. There is never a day where I don’t learn

anything new, which I then can apply and share with others.

We have so much planned for 2017, and although we are well into the first quarter already,

I wish you all a happy and successful new year!

Andreas Kraemer

Chairman, CRMUG Advisory Board

Q1 2017 | 5

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Goingfrom to the Next gm Level... the crmug

letter

Sherry Linares

Which Will It Be: Summit EMEA or Focus 17

Tony Stein our User group community continues to grow and thrive as we head further

into calendar year 2017. Aside from CRMUG® Summit 2017, one of the

Y ways you may benefit from your growing User group is by embracing one of

the other events lined up for 2017, Summit EMEA or Focus 2017.

Summit EMEA (www.summitemea.com), April 4-6 in Amsterdam, is a CRMUG Summit-

like experience aimed for Users who live on the European continent to bring a true by User,

for User feel of content similar to experiences shared at CRMUG Summit. The content is

broad across eight different tracks (Developer, Power User, Leadership & User Adoption,

CRM Cloud Extensions, BI & Reporting, User Showcase, Dynamics 365, and Partner Solution

Showcase) and is targeted in one-hour breakout sessions.

intermediate to advanced-skill level event that targets three specific tracks to bring deeperFocus 2017 (www.ugfocus.com), May 8-9 in St. Louis, is a more intimate, two-day

level guidance, collaboration, and learning for those organizations using Dynamics 365 and

Microsoft Dynamics CRM. The Sales and Service tracks will feature both functional use and

thought leadership topics aimed at helping Users become more efficient both professionally

and with the application. The Citizen Developer track will have sessions geared for the

Microsoft Dynamics CRM project owner, power User, or administrator who is looking to

venture into the extensibility world of “code” capabilities for their Dynamics 365/Microsoft

Dynamics CRM environment. (Yes; you know what you want your Dynamics 365/ Microsoft

Dynamics CRM application to do, so learn new ways to code it to fruition!)

These key events only complement Summit 2017 in Nashville, Tennessee in October and

the already outstanding virtual learning and local chapter activities at a city near you. Have

a great 2017!

Sincerely,

Tony Stein

General Manager, CRMUG

Q1 2017 | 7

sessions meetings courses

R CR M U M R CR G UG M M CR C U C R CR G UG M RM M U U M CR C G U C R CR G UG M RM C G M U R C C M U R C G U M R C R CR G UG M RM C G U MU M M CR C UG U RM CR G C G U C R CR G UG M RM C G U MU R CR M U R C G G MU M U M CR C G U M R C R CR G UG M RM C G U MU CR C G UG M M RM C U R CR G C M G U C G M U C R C U R CR G UG M RM C G U MU CR CR G UG RM RM M M CR C UG U RM CR G C G MU M CR C UG U U C R CR G UG M RM C G U MU R C G UG M RM C G M C G U C G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C M C G U C G UG M RM G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U M U M RM C C G UG M RM C G R CR G C U R M G U C U G M U R C G R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR M U C G UG M RM C G U M R C G G M RM C U M CR C G U M R R C UG U R U C R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G M C G M U C R C U R C M G M R C G U M R G C UG MU RM CR G C UG MU RM CR C G UG M RM C U R C U U R C G U M G M R C G R M M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG U G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M C G M U G M U R C R U C G U M C R C G M RM U R M R C G U M R C G U M R C G U M R C G U M CR C G U M R U G C C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C UG U M U M R C G U M R C G U M R C G U C R C G G MU M C G M U M CR C G U M R C UG U RM R G G M U C R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM C M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U RM R M U C G UG M RM C G U M R C G U M R C G U M R C G G MU M C U M CR C G U M R C UG U RM R G M U C R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM CR G C U M M U R CR G C U R CR G UG M RM C G U MU R C G UG M RM C G U M R C M G M U C U G M U C R G M C U R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG M M U C G UG M RM C G U M R C G U M R C G U M R C R C G G MU M C U M CR C G U M R C UG U RM R G U M C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU R G M M C G R M U C G M R U G U C U R C M G M U M RM C U C G UG M RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C R CR G C U R G U C U G R G M M C U R M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU M R C G U M R C G U M R C G U M R C G U M R C G U M R U M R C C G U R C U G R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM CR G UG M U C R C U G C M G M R G M C G U R CR G UG M RM C U R M C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR U G M U M CR C G U RM R R G M C G U U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG M M C G U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU R M R G C G U M C R C U R C M G M R C G U M R G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C C G UG M R C U R C U R U C M R C G M U G M R G M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU C M G M U R G M C G U R C G U M R U C R G R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M R C G G M RM C U M CR C G U M R R G M C UG U R U C R G R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C U M C G U M R C G U M R C G U M R C G U M R C G U M R C G U M R M U C R C U R C M G M U R C G M G M U R G G M C G U R U C U R G R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M R C R C G G MU RM C U M CR C G U M R R C UG U R G M U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU R M C G M U G M U C R C U R C M C G UG M RM C G U M R C G U M R G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G U R U R G G M G M U G M C G U M R R C G U M R U C R G U M M C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G U M R C C G U M G U R C G R M U G U R G M M C R U G R M U C U M G UG M RM C G U M R C G UG M R C G U M CR C G U RM R C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G G M U R C G U G M R C G U M R U C U M R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR M C G U M R C G U M R C G U M R C G U M R C G U M R C G U M M U C R C G U R C M G M U R C G U M G M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C G M U R C G U G M R C G U M R U C U M R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU M C G M U G M U R G M C R U C G U M C R C U R U MU R CR G UG M RM C G U MU R C G UG M R C G U M CR C G U M R G C G MU RM CR C UG U RM CR G C UG MU RM CR G C G M G M M R U G M C G U M R R C G U C R U M C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G U M R C C G U M G U R C G R M U G G UG M RM C G U M R C UG UG RM R C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G R M U G M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG U M R C C G U M G U R C G R M U G U R M C R U G M U C G UG M RM C G U M R C G UG M R C G U M CR C G U RM R C G U M CR C UG U RM R G C G MU RM G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM M G R M C G M U G M U G C G R U C R M R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C G R M U G M U R C R U C G M U C M RM C G U M R C G UG M RM C G U M CR C G U RM R C G U M CR C UG U RM R G C G MU R U M R C C G U M G U R C G R M U G U R M C R G M U C R C U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M R C G U M R G C G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR M G R M C G M U G M U R C R U C G M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU G R M U G M U R C R C G M U C R C U R M RM C G U M R C G UG M RM C G U M R C G U M R C G U M CR C G U M R C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU G M U R C G U R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR M C G M U G M U R C R U C G U U MU R CR G UG M RM C G U MU CR C G UG RM R C G MU M CR C UG U RM CR G C G M G R M C G M U G M U R C R C G M U C R C U C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C G U RM R G R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U R C G U M G M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM G M U R C G U R C G U M R U C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G M C G M U G M U R C R C G U R C U MU R CR G UG M RM C G U MU R C G UG M R C G MU M CR C UG U RM G M G M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU R U M R C C G U M G U R C R G G UG M RM C G U M R C UG UG RM R C G MU M CR C UG U RM CR G C G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U M G M U R C G C U R C G U M R C

events

The Learn & Engage section on www.crmug.com and the weekly CRMUG® Event Guide are your best sources for the latest CRMUG event information as this list is subject to change. Events are added weekly, so check back often and get registered for the next exciting CRMUG event.

www.summitemea.com

Focus 2017

Summit EMEA

Chapter Meetings

4-6 April | Amsterdam

March 9 Indiana | Indianapolis May 11 Central Virginia August 10 Central Virginia November 9 Central Virginia

May 8-9 | St. Louis, Missouri

www.ugfocus.com

Webinars

CRMUG Summit 2017

March 15 CRMUG Medic Wednesday: The Docs Are In! March 29 CRMUG: Microsoft Dynamics CRM

October 10-13 | Nashville, Tennessee

www.crmugsummit.com

8 | CRMUG Magazine

April 10 Developer SIG: TBD June 21 CRMUG Medic Wednesday: The Docs Are In! June 28 CRMUG: Microsoft Dynamics CRM Administration SIG July 10 Developer SIG: TBD September 20 CRMUG Medic Wednesday: The Docs Are In! Administration SIG

“Engaging with my local CRMUG chapter helps me stay current with

evolving business needs, industry hot topics, CRM best practices, new

solutions in the Microsoft Dynamics marketplace, and most importantly, I

learn how other firms are leveraging Microsoft Dynamics CRM to help drive

growth, which is a competitive advantage for any CRM professional.”

- Dan Madden, CRMUG User Member

Check out the event calendar on www.crmug.com and click on “Learn & Engage.”

#SUMMITEMEA2017

A peer-to-peer focused conference dedicated to Microsoft Dynamics CRM end user education and networking. “We are excited to be part of Summit EMEA 2017, the premier conference for European-based Microsoft Dynamics users. The knowledge sharing opportunity at the event is phenomenal, with access to other users, product experts as well as Microsoft engineering and product managers.” Chris Rothwell, Microsoft UK Dynamics Business Lead

SESSION TOPICS INCLUDE: CRM Cloud Extensions, Developer, Leadership & User Adoption, Microsoft Dynamics 365, Power BI, User Showcases REGISTER TODAY

4-6 APRIL 2017 | AMSTERDAM

WWW.SUMMITEMEA.COM

G U M R C G U M R C R CR G UG M RM C G U MU CR CR M U R C G G MU M U M CR C G U M R R CR G UG M RM C G U MU CR C G UG R M C G M U R G U M C U M CR C G U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM M M CR C UG U RM CR G C G MU M CR C UG U U C R CR G UG M RM C G U MU R C G UG M RM C G M C G U C G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG U C R CR G UG M RM C G U MU R C G UG M RM C G U M R M C G U C G UG M G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C U M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G M U C G UG M RM C R C G G M RM C U M CR C G U M R R C UG U R C R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U R M C G U M R C G M U C R C U R C M G M U R C G M G M U R G C G U R C U R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM C M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R M U M R C G U M U C R C G G MU M C G M U M CR C G U M R C UG U RM R G U C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C M M U C G UG M R C G U M R R CR G C U R C M G M U C U M G R M U C R U G M C U R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G M M U C G UG M R C G U M R C R C G G MU M C M U M CR C G U M R C UG U RM R U C R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M C G G M R M U C R G U C U R C M G M U M RM C U C G UG M RM C G MU M CR C UG U RM CR G C R CR G C U R G U C U G R M C G G U M R M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U G M U C G U M R G R C G U M R U C U R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR G M M C U G R M U C R U G M C U C R C G U M R C M R C G U M R C G U M R C G U M R C G U M R C G U M R U G C C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C U M U C G UG M RM C G U M R C G U M R R C G G MU M C U M CR C G U M R C UG U RM R G U M R C C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U R M U C G UG M RM C G U M R C G U M R C G R C G G M M C G U M CR C G U M R M C UG U RM R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM C M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M CR C G U RM R M C G U C G UG M RM C G U M R C G U M R C G U M G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C U M C G U M R C G U M R C G U M R C G U M R U M RM C C R C U R M G U R C G M G U R G G M M C G U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG M M U C G UG M RM C G U M R C G U M R C G U M R C R C G G M RM C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU R M R C G M U G U M C R C U R C M C G UG M RM C G U M R C G U M R G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C U R C U R CR G G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU M R G U M G M U M CR C G U M R R G M C C G U U C R G R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M C M R C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM CR G UG M U C R R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U M R C G U M CR C U M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U G M U R C R U C G M RM C G U M R C G UG M RM C G U M CR C UG U RM R C G MU M CR C UG U RM CR G C G MU RM CR G C UG MU R U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C U R G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C G U M R C G MU RM CR G C G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G M G R M C G M U G M U R G M C R U C G R M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U G R M U G M U R C R U C G M U C R G C U M RM C G U M R C G UG M RM C G U M R C G U M R C G U M CR C G U RM R C G MU RM CR C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M C G M U G M U R G C R U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG M G R M C G M U G M U R C R U C G R M U C R C G U C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C G U RM R C G MU M G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG U C G G U M M R U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C U M C G M U G M U R C R U C G U M C R C U U MU R CR G UG M RM C G U MU R C G UG M R C G U M CR C G U RM R G C G MU RM G M G M M R U C G U M R R C G C U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U U R C G U M G M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C M R C G U M R C G U M R C G U M U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M G M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR U M R C C G U M G U R C R U G U M C R G G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R C G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR M G U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG M G R M M U C G U M R R C G C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U G M U C R C M RM C G U M R C G UG M RM C G U M CR C UG U RM R G C G C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM G U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M M G R M C G M U C R C G U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C R G M U R C U C M RM C G U M R C G UG M RM C G U M R C G U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M C G M U C R U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G U R M RM C G U M CR C UG UG RM RM G C G MU M CR U C G U M R U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M C G M U R C C U MU R CR G UG M RM C G U MU R C UG G M M R U R C G C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C G U R C G M U G UG RM RM C G U M CR C UG UG RM U R C G U M R C R CR G UG M RM C G U MU CR CR M M U R C G U MU CR CR G UG M RM C G U G M U R C G C C

peers

meet your crmug peers

Meet Your Award Winners

CRMUGÂ® presented the 2016 All-Star and Chapter Leader of the Year accolades at Summit16.

All-Stars

The All-Star award is peer-nominated and recognizes passionate volunteer leaders who make significant contributions to CRMUG.

2016 CRMUG All-Stars

Ashley Steiner, TrueBlue Inc. Andreas Kraemer, Wells Fargo Joel Lindstrom, Hitachi Solutions Rick McCutcheon, Full Contact Selling

2015 CRMUG All-Stars

Adam Rose, ImageSoft, Inc. Kylie Kiser, Financial Services Firm Chris Cognetta, Tribridge Gretchen Opferkew, PowerObjects HCL

2016 Chapter Awards The Chapter Leader of the Year award recognizes a volunteer that goes beyond delivering local meetings throughout the world and helps our Members excel in the use of Microsoft Dynamics CRM.

2016 Chapter Leader of the Year

Kylie Kiser of the Washington, DC chapter

The Chapter of the Year award recognizes a chapter for not only providing quality education and training, but also a prosperous networking environment among Users, supported by a dynamic leadership team.

2016 Chapter of the Year

Texas (Houston) led by Mark Suchman, Ascend Performance Materials

10 | CRMUG Magazine

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U MU CR C G UG RM RM C G MU M CR C UG U RM C M M RM C U C G UG M RM C G U R CR G C U R M G U C U G M U R C G R C U R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G M U M R C G U M U C R C G G MU M C G M U M CR C G U M R C UG U RM R G U C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C M C G M U G M U C R C G U R C M C G UG M RM C G U M R C G U M R C G MU RM CR C UG U RM U R C U R G M C G R M C G U G R U M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C G M U C G U M R R C G U M R U C U R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M C G U M G R M U C R G M C U C R C U R M R C G U M R C G U M R C G U M R C G U M CR C G U M R G U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M C G M M R M U C G U R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G C C G R M C G G U M R M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM U M R C G M C U G R U C G U R G M C U R C R G U M R CR G UG M RM C G U MU R CR G UG M RM C G U M CR C G U RM R C G U M CR C U M U C G UG M RM C G U M R C G U M R R C G G MU M C U M CR C G U M R C UG U RM R G U M R C C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M M RM C U C G UG M RM C G U M R C G U M R C R CR G C U R M G U C U G R G M U C U M R G R M C U C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U R M U C G UG M RM C G U M R C G U M R C G R C G G M M C G U M CR C G U M R M C UG U RM R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM C M R C G M C G G M U C U R G U M R R C U R M G M U U M RM C C G UG M RM C G U M CR C UG U RM CR G C G MU M CR C UG R CR G C U R G U C U G R G M M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM M R C G U M R C G U M R C G U M R C G U M R C G U U M R C C G U R C U R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U M R C M C G U C G UG M RM C G U M R C G U M R C G U M R G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG M M U M RM C C G UG M RM C G U M R C G U M R C G U M R C R CR G C U R M G U C U G M U R G M C G R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU R M U C G UG M RM C G U M R C G U M R C G U M R C G R C G G M RM C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM C M C G M U C R C U R C M G M R C G U M R G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG C G UG M RM C U R C U C U R C G U M G M R C G R M U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM G M U R C G U G M R C G U M R U C U M R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C U M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU R U M R C C G U M G U R C G R M U G U R G UG M RM C G U M R C G UG RM R C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U G R M U G M M RM C G U M CR C UG UG RM RM C G U M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR U M R C C G U M G U R C G R M U G U R M C R U G M U C R G UG M RM C G U M R C G UG M R C G U M CR C G U M R C G U M CR C UG U RM R G C G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG M G R M C G M U G M U C G R U C R M R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M G R M U G M U R C R C G M U C M RM C G U M R C G UG M RM C G U M CR C G U RM R C G U M CR C UG U RM R G C UG U M R C C G U M G U R C G R M U G U R M C R G M U R C U C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M R C G U RM G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C U M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM M G R M C G M U G M U R C R C G M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C M U R C G M G M U R C G U R U C U R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M C G M U G M U R C R C G U M U MU R CR G UG M RM C G U MU CR C G UG RM R C G U M CR C UG U RM CR G G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR U R C G U M G M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR M C G U G M U R C R C G U R C U MU R CR G UG M RM C G U MU R C G UG M R C G MU M CR C UG G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM M R C G U M R C G U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M G M M R U C G R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C R G M M RM C G U M CR C UG UG RM RM C G U M CR C UG U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M M U C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G U R G M U R C M RM C G U M R C G UG M RM C G U M CR C G U M R U U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M C G M U R U MU CR CR G UG M RM C G U MU CR C UG G R M C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C G C G U M R U G UG RM RM C G U M CR C UG UG RM U R C G U M R C R CR G UG M RM C G U MU CR CR M C C

peers

meet your crmug peers

We reached out to the award recipients to find out what it means to them to receive this recognition.

Andreas Kraemer, All-Star

Receiving the All-Star Award during CRMUG Summit 2016 in Tampa came as a total surprise. Listening to the accolades, I was more than honored to receive this distinguished acknowledgement for my contributions to the community. Many CRMUG Members know me – some have known me for many, many years – and have experienced hands on how much I care about the exchange of knowledge and the sharing of experiences amongst peers. When I joined CRMUG eight years ago, I saw the opportunity to build chapters and bring people together to learn and share. The first chapter I created in Washington, DC has grown since my departure to the West Coast under the great leadership of Kylie Kiser, who – fittingly – presented the award to me on stage in Tampa. Seeing the community growing and thriving domestically as well as internationally is fantastic to see and be a part of. I couldn’t be surrounded by better and greater messengers of the purpose of CRMUG: For Users, by Users! I am thankful for our Members’ dedication and commitment to growing the community even more, and I am excited to walk into the future of the UG together with all of you. THANK YOU!

Ashley Steiner, All-Star

Being named an All-Star is such an honor, mostly because it was voted on by my peers. I have been involved with the CRMUG for about five years and pretty heavily for the last two, so for my peers to see the work I’m doing and appreciate my contributions is what made the All-Star acknowledgment so meaningful. I truly believe in the User group. I have received support from fellow Microsoft Dynamics CRM Users and administrators, and I hope that through my contributions I’m able to help and guide someone else in the same manner. It’s truly an honor to be put in the same category of the other All-Star winners.

Joel Lindstrom, All-Star

Being part of the Microsoft Dynamics community is extremely rewarding, and I have met many of my long-time friends via CRMUG and other community venues. It’s great to be able to do what I love, help others, and share this experience with so many smart people. I’m very honored to be named an All-Star and be counted amongst the distinguished group of CRMUG All-Stars.

Q1 2017 | 11

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M RM C G U R CR G C U R M G U C U G M U R C R C G U R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G M U M R C G U M U C R C G G MU M C G M U M CR C G U M R C UG U RM R G U C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C M C G U M R C G U M R M U C R C G U R C M G M U R M U C G UG M RM C G U M R C G U M R CR G C U R C G M U C U G R M C G R U G M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C G M U C G U M R R C G U M R U C U R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M C G U G R M U C R G M C U R C C M R C G U M R C G U M R C G U M R C G U M R C UG MU RM CR G U C G M G U M G M C R CR G UG M RM C U C G U M R R C G U M R M U R C G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U U M CR C G U M R C G G U M C U R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR M U C G UG M RM C G U M R C G U M R C G G MU M C U M CR C G U M R C UG U RM R G U C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C U M U C G UG M RM C G U M R C G U M R R C G G MU M C U M CR C G U M R C UG U RM R G U M R C C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U R M U C G UG M RM C G U M R C G U M R C G R C G G M M C G U M CR C G U M R M C UG U RM R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM C M C G M RM C U C G UG M RM C G U M R C G U M R C G U R C U R M G U R C U G U R G M M C G U R C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G M C G U C G UG M RM C G U M R C G U M R C G U M G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C U M R G M C 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C G U RM R C G U M CR C U M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU R U M R C C G U M G U R C G R M U G U R M C R U G G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R C G MU M CR C UG U RM CR G C G MU RM CR G C G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G M G R M G M M U G M C G U M R R C G U C R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U G R M U G M U R C R U C G M RM C G U M R C G UG M RM C G U M CR C UG U RM R C G MU M CR C UG U RM CR G C G MU RM CR U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C U R G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C G U M R C G M G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG M G R M C G M U G M U R C R U C G R M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M C G R M U G M U R C R C G M U C R C U M RM C G U M R C G UG M RM C G U M R C G U M R C G U M CR C G U RM R G C UG C G UG M RM C U M R C G U M R C G U M R C G U M R U C R G U R U G U M G M R C G M U C G U M R R C G U M R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR U M R C C G U M G U R C G R U G U R M C R G G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R C G MU M CR C UG M G M U R C G U R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G M G R M C G M G M U C G U M R R C U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM G R U G M U R C R C G M RM C G U M R C G UG M RM C G U M CR C UG U RM R C G MU M CR C UG U M R C C G U M G U R C R U G U R M C R G M U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M G M U R C G U R C G U M R U C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C M G M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U R M G R M C G U G M U R C R C G M U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU R C G UG M RM C U M R C G U M R C G U C R G U R U G M RM C C G UG M RM C G U M R C G U M R U R G U R G M M U R C G U R C G C U R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U M G U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR M G R M C U G M U C R C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U R M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M C M C U G M U C R C G U R C U MU R CR G UG M RM C G U MU R C G UG M R C G G M M R U C R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM R M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U M R C C U G U R C R G UG M RM C G U M R C UG UG RM R G C G MU M U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C M M U R C G U MU CR CR G UG M RM C G U MU CR C UG UG R G M M R U R C G C C G C UG MU RM CR G UG M RM C G C U MU CR CR R M RM C G U M CR C UG UG RM RM G C G MU U M R C C G U C R U G UG M RM C G U M R C G UG RM R G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG M M U R C G U MU CR CR G UG M RM C G U MU CR G M M U R C G C C G C UG MU RM CR G UG M RM C G C R U C M RM C G U M R C G UG RM R U M R C C G U R U G U M R C G U M R C G C

peers

meet your crmug peers

Kylie Kiser, Chapter Leader of the Year

I am so honored to have been selected as the 2016 Chapter Leader of the Year. The Washington, DC chapter had a great year, including a kick-off party at Higher Logic, a full-day Microsoft momentum meeting, and a special event hosted by Cobalt to finish the year. I am looking forward to many more exciting chapter events in the years to come! Thank you to all my chapter Members for your continued support of our chapter and enthusiasm for our events. Also, thank you to CRMUG for giving us this opportunity to meet and learn together! Join our fun at CRMUG.com/washington, and come to our upcoming meetings if you’re in the area.

Mark Suchman, Chapter of the Year leader

I have been the leader since the inception of the chapter five years ago. It was nice to be recognized for all the work I have put into the chapter, especially since there are few leaders with more experience than me. Leadership from the membership comes and goes, but I have been able to sustain a steady pace. So, even though I don’t spend much time doing everything that could be done for the chapter, we have been very consistent and reliable. Hopefully I’ll be able to give my knowledge to current and future leaders and continue to serve the CRM community.

Rick McCutcheon, All-Star

I’ve had a long career in the Microsoft Dynamics CRM ecosystem, but never have I seen a time like this when CRM was such a critical component of business success. That makes these days exciting. That makes these days challenging. That makes CRMUG’s support of the CRM network extremely important. It’s an honor and a privilege to be named a CRMUG All-Star this year, and I know there are many others who share my confidence, love, and passion for the world of CRM. We can all look forward to what tomorrow brings for this important industry.

12 | CRMUG Magazine

Dive in deep. Emerge an expert. The premier advanced-learning conference for Microsoft Dynamics Users.

I can always guarantee that I return home with new ideas to old problems, lists of valuable resources and tools, another new friend, respected contacts, and a renewed approach to creating solutions. Clarissa Simpson, System Administrator, Programming Committee Member

VISIT WWW.UGFOCUS.COM FOCUS May 8-11, 2017 | St. Louis, MO

#AXUGFocus #CRMUGFocus

#NAVUGFocus #PBIUGFocus

G U M R C G U M R C R CR G UG M RM C G U MU CR CR M U R C G G MU M U M CR C G U M R R CR G UG M RM C G U MU CR C G UG R M C G M U R C G U M C U M R C G U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM M M U R C G U MU CR CR G UG M RM C G U MU CR C UG UG C C G R M C R M RM C G U M CR C UG UG RM R G C G MU M CR C M U R C G U R C G U M R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M M R C G M U R C U C M R C G U M R C G U M R C G U RM CR G C U U C R CR G UG M RM C G U MU R C G UG M RM C G U M R M C G U C G UG M G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU R U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G M U C G UG M RM C R C G G M RM C U M CR C G U M R R C UG U R C R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U M M U C G UG M RM C G R CR G C U R C M G M U C U G M U R C G R C U R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM M U C G UG M RM C G U R C G G MU RM C U M CR C G U M R R C UG U R C R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR M C G G M U M U R C R C U R C M G M U M RM C U C G U G M R G C G MU M C R C U G R CR G C U R G U C U M G R M C G R U M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR U M R C C G U M G R U C R U G M C U C R R CR G UG M RM C G U MU R CR G UG M RM C G U M CR C UG U RM R G C G M U C G UG M R C G U M R C R C G G MU M C M U M CR C G U M R C UG U RM R U C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M C G M U C G UG M RM C G U M R C G R C U R C M G M U R C U G M U C G R U M R C U R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M M U C G UG M RM C G U M R C G U R C G G MU M C U M CR C G U M R C UG U RM R U C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR M U C G UG M RM C G U M R C G U M R C G G MU M C U M CR C G U M R C UG U RM R G U C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU R U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M CR C G M U C G UG M RM C G U M R C G U M R C R C G G MU RM C G U M CR C G U M R C UG U RM R U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U M C G M U C R G UG M RM C G U M R C G U M R C G C U R C M G M U R G M U M C G U M R U R C G C R R CR G UG M RM C G U MU CR C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM M C G U C G UG M RM C G U M R C G U M R C G U G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M R G M C U G M U C R C U R C M C G UG M R C G U M R C G U M R G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG M U R C U M G M R G M C G U R CR G U R G MU RM C M C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G M U M CR C G U RM R R G M C G U U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG M R C G M U G U R M C R U C G M U C R G M RM C G U M R C C U M R C G U M R C G U M R C G U M R C G U M CR C G U RM R U G C U R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M CR C G U RM CR G C UG MU M G M U U R G M R M C R C G U U MU CR CR G UG M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C C M U G M R C G M R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU U M R C C G M U G U R G M C R U C G U R M C U R CR G UG M RM C G U MU R C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM CR M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G G MU RM C U M CR C G U M R R C UG U R G M U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C M M U C G UG M RM C G U M R C G U M R C G U M R C G U M R R CR G C U R C M G M U C U G M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C U U M R C C G U M G U R C G R M U G U R M C G UG M RM C G U M R C G UG RM R C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU RM G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U R M G M G M M R U G C G U M R R C G U C R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C G R M U G M U R M RM C G U M CR C G UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU U M R C C G U M G U R C G R M U G U R M C R G M U C R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C UG U RM R G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR M G R M C G M U G M U R C G R U C M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G M G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR U M R C C G U M G U R C G R U G U R M C R G M U R C C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M R C UG G M U R C G U R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G M G R M C G M U G M U R C R C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C UG U RM G R U G M U R C R C G M U R C C M RM C G U M R C G UG M RM C G U M R C G U M R C G U M R C U C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C M C G M U G M U R C R C G U R U MU R CR G UG M RM C G U MU CR C G UG M R C G MU M CR C UG U R G M G M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU U R C G U M G M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U M C U G M U R C R C U C U MU R CR G UG M RM C G U MU R C G UG RM R G C G MU M CR G M M R U C G U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G R M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR U M R C C G U G U R C R G U M R G UG M RM C G U M R C G UG M R C G U M CR C UG U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M M U M U C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G M G M M R U R C G C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM R G M U M RM C G U M CR C G UG RM RM C G U M CR C C G U M R U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M U C G R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C M M U R C G U MU CR CR G UG M RM C G U MU CR C UG UG G M M R U R C G C C G C UG MU RM CR G UG M RM C G C U MU CR C R U C M RM C G U M R C G UG RM RM G C G MU C G U M R U C G UG RM RM C G U M CR C UG UG RM R U R C G U M R C U M R CR G UG M RM C G U MU CR CR G U M C G M U R U MU CR CR G UG M RM C G U MU CR G M U R C G C C G C UG MU RM CR G UG M RM C G C R M RM C G U M CR C UG UG RM R C G U M R U G UG RM RM C G U M CR C UG C

members welcome to our new members

Welcome to the new Members who have invested in CRMUGÂ® User and Partner membership this year! Each new Member adds value not only to their own organization, but also to the entire CRMUG community as they share their knowledge and experiences.

New User Members

All Medical Personnel

American Industrial Hygiene Association

AMERIND Risk Management Corporation

Arbor Memorial Inc.

Art to Remember

Ascend Performance Materials

Ascensus

Assurant

Auckland University of Technology

Avinode

Avitus Group

AXA Belgium

Blackfoot

Boise Paper

Borden Ladner Gervais

Brotherhood Mutual Insurance

14 | CRMUG Magazine

Business Intelligence Associates (BIA)

Duke University

IFG Companies

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UG U RM R G C G MU M CR C UG G R M U G M U R C R U C G M U C M RM C G U M R C G UG M RM C G U M CR C G U RM R C G U M CR C UG U RM R G C G MU RM CR U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M R C G U M R C G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM C M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG M G R M C G M U G M U R C R U C G R M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M G R M U G M U R C R C G M U C R C U R C M RM C G U M R C G UG M RM C G U M R C G U M R C G U M R C G U M R G C U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M C G M U G M U R C R U C G U M U MU R CR G UG M RM C G U MU CR C G UG RM R C G U M CR C UG U RM CR G C G MU R M G R M C G M U G M U R C R C G M U C R C U R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M R C G U M R G G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR M R C G U M R C G U M R C G U M U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M C G M U G M U R C R C G U M C R C U R U MU R CR G UG M RM C G U MU R C G UG M R C G U M CR C G U M R G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR U M R C C G U M G U R C R U G U G UG M RM C G U M R C G UG RM R C G MU M CR C UG U RM CR G C G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM C M G U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U G M M RM C G U M CR C UG UG RM RM C G U M CR C UG U RM CR G C C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U R G U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M G R M C G M U C G R C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM R G M U R C U M RM C G U M R C G UG M RM C G U M CR C G U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G M M C G M U C R U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G R G M U R C M RM C G U M R C G UG M RM C G U M C C G U M R U U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M C G M U R C U MU R CR G UG M RM C G U MU CR C U G R M C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C C G U M R U G UG RM RM C G U M CR C UG UG R U R C G U M R C R CR G UG M RM C G U MU CR CR M M U R C G C C

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C G MU RM CR C UG U RM CR G C UG MU RM CR G C U U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R M U M R C G U M U C R C G G MU M C G M U M CR C G U M R C UG U RM R G C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C M M U C G UG M R C G U M R R CR G C U R C M G M U C U M G R M U C R U G M C U R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G M U C G UG M R C G U M R C R C G G MU M C M U M CR C G U M R C UG U RM R U C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M U C G UG M RM C G U M R C G R C G G MU M C U M CR C G U M R C UG U RM R U C R R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G U U C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR M U C G UG M RM C G U M R C G U M R C G G MU M C U M CR C G U M R C UG U RM R G U C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C M M U C G UG M RM C G U M R C G U M R R CR G C U R C M G M U C U G R M U C G G U R R M C U C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M U C G UG M RM C G U M R C G U M R C R C G G MU RM C G U M CR C G U M R C UG U RM R U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U G M M C U G R M U C R C U R C M C G UG M RM C G U M R C G U M R G C G MU M CR C UG U RM CR G C UG MU RM CR G U R C U R C G M U G R G M M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU M G M U R G M C G U U R C G U M R C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M R G M C U G R M U C U R C G M U C R G M RM C G U M C U R C M R C G U M R C G U M R C G U M R C G U M R C G U M R U G C U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U RM CR G C M C G U C G UG M RM C G U M R C G U M R C G U M R G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM C U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M CR C G U RM R C G U M U C G UG M RM C G U M R C G U M R C G U M R C G R C G G M RM C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM M M U C G UG M RM C G U M R C G U M R C G U M R C G U R CR G C U R C M G M U C U G M U R G M C R U C G U R R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G G MU RM C U M CR C G U M R R C UG U R G M U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C M C G U M R C G U M R C G U M R C G U M R C G U M R M U C R C U R C M G M U C G G U M M R U R G C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C U U R C G U M G M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U R G M G M M R U G C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU U M R C C G U M G U R C G R M U G U R M C R G G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R C G MU M CR C UG U RM CR G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR M G R M G M M U C G U M R R C G U C U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G M G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR U M R C C G U M G U R C G R U G U R M C R G M U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C UG G M U R C G U R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G M G R M C G M U G M U R C R C G M U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM G R U G M U R C R C G M U R C M RM C G U M R C G UG M RM C G U M R C G U M R C G U M CR C U C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C M C G M U G M U R C R U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U R M G R M C G U G M U C R C G M R U R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU U C G G U M M R U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U M C U G M U R C R C G U R C U MU R CR G UG M RM C G U MU R C G UG M R C G MU M CR G M M R U C G U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G R M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR U R C G U G M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M M U M U C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM R M RM C G U M CR C UG UG RM RM G C G MU M CR C C G U M R U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M U C G R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C M M U R C G U MU CR CR G UG M RM C G U MU CR C UG UG G M M R U R C G C C G C UG MU RM CR G UG M RM C G C U MU CR C R U C M RM C G U M R C G UG RM RM G C G MU C G U M R U C G UG RM RM C G U M CR C UG UG RM R U R C G U M R C U M R CR G UG M RM C G U MU CR CR G U M M U R C G U MU CR CR G UG M RM C G U MU CR G M U R C G C C G C UG MU RM CR G UG M RM C G C R U C M RM C G U M R C G UG RM R C G U M R U G U RM R C G U M CR C UG C

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Unique and unified are great words to describe the Canadian national chapter. Rick McCutcheon, president of Full Contact Selling, leads the Canada (National) chapter and says, “There are seven individual chapters across Canada – Vancouver, Regina, Ottawa, Edmonton, Calgary, Montreal, and Toronto/Mississauga – and we all come together on a quarterly basis for a half-day virtual conference.

“I love seeing folks from different-sized

businesses, different industries, and

ISVs find unique ways to use Microsoft

Dynamics CRM and benefit from

working with their peers to grow their

own business footprint.”

Chapter

Highlights

16 | CRMUG Magazine

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Chapter of the Quarter

Canada (National)

CHAPTER LEADER Rick McCutcheon Full Contact Selling

This guarantees strong content, presentations, and discussions for even the smallest of Canadian chapters, creating a greater community for our 1,000-plus Members in Canada.” The most well-received sessions have been User-to-User focused, which is something heard time and again, but Rick’s 20-year tenure in this industry is a terrific affirmation. “Users like to see how other Users put Microsoft Dynamics CRM into action, utilizing unique capabilities for unique challenges,” says Rick. “Every User wants to visualize themselves building their business through successful User adoption. User success stories stick, and attendees come away with fresh perspective and ideas.” “I love seeing folks from different-sized businesses, different industries, and ISVs find unique ways to use Microsoft Dynamics CRM and benefit from working with their peers to grow their own business footprint,” Rick shares. “With expanded marketplaces and extreme pressure for business performance, I think this is a golden age for Microsoft Dynamics CRM and Dynamics 365 tools. It’s great to work with engaged Members of the CRMUG® community who are helping everyone reach their individual goals.”

»» Meetings usually feature a User panel, ISV presentation, and a technical

»» Canada (National) chapter goals for 2017 include greater Member

session featuring the latest enhancements.

interaction and growing the membership in general.

M U R C R CR G UG M RM C G U MU M U R C G G U M CR C G U M R R CR G UG M RM C G U MU CR CR M C G U R C M R C G U M R C G MU M U C R CR G UG M RM C G U MU R C G UG M U R C G G MU RM C U M CR C G U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM M M CR C UG U RM CR G C G MU M CR C UG U U C R CR G UG M RM C G U MU R C G UG M RM C G M C G U C G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C U U C R CR G UG M RM C G U MU R C G UG M RM C G U M R M C G U C G UG M G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C M R C C G U R M C R C G U U R M G U M R M U C G UG M RM C G MU R CR G C U R C G M U C U G M R C R M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C U M R C M R C G U M R C G U M C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M U C G UG M RM C G R C G G MU M C U M CR C G U M R R C UG U R C R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM M M RM C U C G UG M RM C G U R CR G C U R M G U C U G M U R C R C G U R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR M U M R C G U M U C R C G G MU M C G M U M CR C G U M R C UG U RM R G C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C M C G G M U M U R C R C G U R C M G M U M RM C U C G UG M RM C G MU M CR C UG U R R CR G C U R G U C U G R M C G G R U M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C U M R C G C U M G R U C R U G M C U C R R CR G UG M RM C G U MU R CR G UG M RM C G U M CR C UG U RM R G C G MU M C G U M G R M U C R G M C U C R C U R C G U M G M U M R C G U M R C G U M R U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM CR G C G MU M M C G M U C G UG M RM C G U M R C G U R C U R C M G M U R C U G M U C G R U M R C U R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR M U C G UG M RM C G U M R C G U M R C G G MU M C U M CR C G U M R C UG U RM R G U C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C M M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU R U C C G M U R G R CR G G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G M G U M G M G U M CR C G U M R C G U M R U M C R C C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U M C M R C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G U C C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U RM M C G U C G UG M RM C G U M R C G U M R C G U G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG M U C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M CR C G U RM R C M C G U C G UG M RM C G U M R C G U M R C G U M R G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG M U M RM C C G UG M RM C G U M R C G U M R C G U M R C R CR G C U R M G U C U G M U R G M C R U C G R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M U C G UG M RM C G U M R C G U M R C G U M R C G R C G G M RM C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM M C G G M M U R G M C R U C G U R U R C M G M U M RM C U C G UG M RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C U R CR G C U R G U C U G M R C G R M U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM M R C G U M R C G U M R C G U M R C G U M R C G U M R U M R C C G U R C U G R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU R G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU U M R C C G U M G U R C G R M U G U R M C R U G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM CR G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR M G M G M M R U G M C G U M R R C G U C R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG G R M U G M U R C M RM C G U M CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU RM CR U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C U G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C G U RM R C G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM C M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG M G R M C G M U G M U R C G R U C R M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M G R M U G M U R C R C G M U C R C M RM C G U M R C G UG M RM C G U M R C G U M R C G U M CR C UG U RM R G C U U M R C C G U M G U R C G R M U G U R M C R G M U R C U C G G UG M RM C U M R C G UG M RM C G U M R C G UG M R C G U M R C G U RM M U R C G U G R C G U M R U C U R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU R M G R M C G M U G M U R C R C G M U C R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C UG U RM R G G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR M U R C G M U G M U R C G R U C U R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M C G M U G M U R C R C G U M C R C U MU R CR G UG M RM C G U MU R C G UG M R C G U M CR C UG U RM R G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR U R C G U M G M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM C M C G U G M U R C R C U C U MU R CR G UG M RM C G U MU R C G UG RM R G C G MU M CR C UG G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U R M R C G U M R C G U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU G M M R U C G R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM R G M U R M RM C G U M CR C G UG M RM C G U M CR C UG U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G M M M U C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G R G M U R C M RM C G U M R C G UG M RM C G U M C C G U M R U U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M C G M U R U MU CR CR G UG M RM C G U MU CR C U G R M C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C C G U M R U G UG RM RM C G U M CR C UG UG R U R C G U M R C R CR G UG M RM C G U MU CR CR M C G C

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»» 15 regular active Members with two to three new attendees at each

»» Pulling Users into the mix – and giving them opportunities to highlight

meeting.

their projects – has resulted in several people growing and maturing in their presentation abilities.

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Chapter to Watch

St. Louis

CHAPTER LEADER

Tabetha Sheaver CRM Practice Director PA Group USA

The St. Louis chapter is the one to watch this quarter. The St. Louis chapter structures each meeting to cover topics across various roles, including executive, admin, and technical, so that there is something for everyone. They also know how to have a bit of fun with their time together, even hosting a white elephant gift exchange. “It really pulled us together to act as more of a family,” said Tabetha Sheaver, chapter co-leader and CRM practice director for PA Group USA. “The most enjoyable part of leading the group for me is the camaraderie of knowing great people who are united with a common bond.” At the meeting after Summit, Users came back and gave presentations on the sessions they attended – the good, the bad, and the challenging. “Our group is the best because we don’t sugarcoat things,” says Tabetha. “We talk about the realistic challenges because we believe knowledge is power!”

Highlights

Leader

Q1 2017 | 17

M M M G M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG C G U M R G U M R C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM R C G M R C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C U U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U RM R M G M R M U C G U G R C G M U U MU CR CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG C C G R M C G G U M R M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM C U M R C G M C U G R U C G M R U G M C U R C R U G U R CR G UG M RM C G U MU R CR G UG M RM C G U M CR C G U RM R C G MU M CR C UG U RM CR G C G M U C G UG M RM C G U M R C G U M R C G U M R C R C G G MU M C U M CR C G U M R C UG U RM R G U M C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU M M U C G UG M RM C G U M R C G U M R C G U M R C G R CR G C U R C M G M U C U G R M U C G G U M R R M C U C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU RM M U C G UG M RM C G U M R C G U M R C G U M R C G U R C G G MU RM C G U M CR C G U M R C UG U RM R U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU RM CR G M C G M U C R C U R C M G M R C G U M R G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG C G UG M RM C U R C U C U R C G M U G R G M M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR M G M U R G M C G U U R C G U M R C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG M C G U C G UG M RM C G U M R C G U M R C G U M R C G U M R G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU M C G U M R C G U M R C G U M R C G U M R C G U M R C G U M RM C C R C U R M G U R C G M G U R G G M M C G U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G R C G G M RM C U M CR C G U M R R G M C UG U R U C R G R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR M R C G M U G U M C R C U R C M C G UG M RM C G U M R C G U M R G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG M U R C U R R CR G G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM CR G UG M RM C M R U G U M C G M U M CR C G U M R R G M C C G U U C R G R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG M C M R C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM CR G UG M RM C G C U MU R U C R G R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U M R C G U M CR C UG U RM R C G MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G M G M M R U G M C G U M R R C G U C R G U M M C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U G R M U G M U R C R U C G M RM C G U M R C G UG M RM C G U M CR C UG U RM R C G MU M CR C UG U RM CR G C G MU RM CR G C UG MU RM CR G C UG MU RM CR U M R C C G U M G U R C G R M U G U R G M M C R U G R M U C U R G M C U C R G G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C G U M R C G U M CR C UG U RM R C G G M U R C G U G M R C G U M R U C U M R G R CR G UG M 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member profile

member MEMBER Lars Houbak Lars Houbak

Consultants job role MEMBER Leader ofSINCE IT 2012 Consultants VOLUNTEER PROFILE member since International CRMUG Member 2012 (Denmark)

Member of the CRMUG volunteer profile Volunteer Committee International CRMUG Educational speaker Member (Denmark) (webinar) Member of the CRMUG Volunteer Committee

18 | CRMUG Magazine MUG.com/join

Humans of What is the number one reason Microsoft Dynamics CRM Users should join CRMUG®?

To share knowledge and experiences along the CRM journey.

COMPANY Company DGI (a National Danish DGI for (a National Sport all Organization)Describe a tip you received from another CRMUG Member that has made your life easier. Danish Sport for All JOB ROLE We were not quite aware of the Outlook synchronization; now we benefit largely Organization) Leader of department of IT from it.

Describe a connection you’ve made with another User through CRMUG and why it’s beneficial.

As a large sport organization with 6,200 member clubs, we benefit from CRMUG with other similar member organizations such as Dansk Erhverv (The Danish Chamber of Commerce).

What will others in your job role gain from being a CRMUG Member?

Useful info about User adoption, including implementation and how to anchor CRM in the leadership.

Educational Speaker (webinar)

For more information regarding membership, please visit www.crmug.com/join.

"Last year was my first time attending Summit. I walked away from my first Summit experience with more excitement, passion, drive and enthusiasm about the role I play in my company than ever before. You can't help but to get energized and inspired by all the good things Summit has to offer." Sean Reynolds, System Admin

CRMUG Summit delivers the canâ&#x20AC;&#x2122;t-miss annual conference for users of Microsoft Dynamics CRM. In a multitude of industries, CRMUG Summit is well known as a premier user-centric experience. You'll leave with a wealth of knowledge to

bring home and immediately apply in your role.

EARLY BIRD REGISTRATION* OPEN UNTIL JUNE 29! REGISTER AT: WWW.CRMUGSUMMIT.COM *CRMUG User Members save an additional $400. Join CRMUG today!

October 10-13, 2017 | Nashville, TN

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THANK YOU CRMUG SUMMIT 2016 PREMIER SPONSORS!

M M M RM C G U M CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG C G U M R G U M R C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR G C UG MU RM R C G M R C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C U U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M CR C G U RM R M G M R M U C G U G R C G M U U MU CR CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG C C G R M C G G U M R M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR U M R C G M C U G R U C G M R U G M C U R C R U G R CR G UG M RM C G U MU R CR G UG M RM C G U M CR C UG U RM R C G MU M CR C UG U RM CR G C G M U C G UG M RM C G U M R C G U M R C G U M R C R C G G MU M C U M CR C G U M R C UG U RM R G U M C R C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C UG MU M M U C G UG M RM 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U MU R C G UG M RM C G U M R C G U M R C G U M R C G U RM CR G C UG MU RM CR C UG MU M G M C G U U R G M R M C U U MU CR CR G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C C M U G M R G M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG M U M R C C M R C G U M R C G U M R C G U M R C G U M R C G U M R C G U R C G U R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M CR C UG MU RM CR M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM CR G UG M RM C G U M U C C G R C U G R C G M G M R CR G UG M RM C U M R C G U M R R G M C G U U R M U R C G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM C U M CR C G U M R R G M C G U C U R G R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM 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UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U R M G R M G M M U G C G U M R R C G U C R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C G R M U G M U R C R U M RM C G U M CR C G UG M RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU U M R C C G U M G U R C G R M U G U R M C R G M U C R C U G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C G U RM R G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U M G M U M U R C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR M G R M C G M U G M U R C G R U C M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G M G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR U M R C C G U M G U R C G R U G U R M C R G M U R C C G UG M RM C G U M R C G UG M R C G U M R C G U 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U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U M C U G M U R C R C G U R C U MU R CR G UG M RM C G U MU R C G UG M R C G MU M CR G M M R U C G U M R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G R M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR U R C G U G M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M C M U M U C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM R M RM C G U M CR C UG UG RM RM G C G MU M CR C U C G U M R U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M U C G R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C M M U R C G U MU CR CR G UG M RM C G U MU CR C UG UG R G M M R U R C G C C G C UG MU RM CR G UG M RM C G C U MU CR C R U M RM C G U M CR C G UG RM RM G C G MU U M R C C G U C R U G UG M RM C G U M R C G 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20 | CRMUG Magazine

story by Lou Rainaldi, Developmental Dimension International, CRMUG® User Member

Business Problem Within our Microsoft Dynamics CRM solution, there are certain entities that have a high level of usage and require the utmost data integrity. To maintain such integrity, end Users must be able to review, analyze, and track (i.e., audit) any changes made to these entities in the most efficient way possible, i.e., the ability to report on auditing information as well as use it as foundational data for configured workflows. To achieve this goal, our team investigated the ways in which we could provide this functionality to end Users without system customization.

Technical Challenge To address the auditing requirements, the team considered out-of-box options, plug-ins, and Dynamics 365 configuration capability. In our previous system, Microsoft Dynamics CRM 4.0, we had leveraged a third-party plug-in to manage audit controls and hoped that Dynamics 365 would provide a similar capability. We found that Dynamics 365 does provide out-of-the-box auditing functionality that can be enabled at the entity and field level – and there are basic views available for reporting on audit data. Investigating further, however, we discovered that our requirements could not be fully supported by the out-of-box functionality. Specifically, one of the shortfalls of the OOB auditing is that audit entities are not available for reporting through advanced find. A developer can build reports using the on-premises version or by writing reports in XML Fetch. While these options may have been technically feasible, they did not meet the business requirement to allow end Users easy and ongoing access to change information without developer intervention.

Proposed Solution Considering the available options, the solution we devised combined out-of-box auditing with a configured solution in Dynamics 365. To confirm feasibility, we first built a proof of concept in our development environment so that it could be sent to our implementation Partner (a Microsoft Dynamics expert) for review and feedback. After reviewing the proof of concept, our Partner gave us the “green light,” noting that the solution was a good one. From there, we completed the full solution and deployed it to QA for testing.

Implementation & Results The deployed solution, named “Change History,” includes a custom entity and discrete workflows to capture and save “change information” on specific fields – and then make the captured information available for robust reporting. The solution allows end Users to quickly and easily view change information, via a configured form grid and through advanced finds, without customized code or ongoing developer support. By fully investigating our options, we were able to create a proof of concept, develop the technical solution, have the solution approved by our third party, and present the outcome to end Users within a single sprint of work. In short, we successfully met our goal to address the business requirement without assuming any technical debt.

As mentioned previously, a grid of specific change information is displayed on both the Contact and Account forms for easy and ongoing User access. This grid provides a complete history of the field(s) since creation of the record.

Custom Entity An entity named Change History was created to help prevent confusion between the out-of-box auditing and our internal configured solution. The entity makes use of the following fields: »» Created On required »» Created By required »» Changed Value required »» Entity Name required »» Field Name required »» Lookups to audited entities; these fields are optional: • Account • Contact

Workflows Once the entity was created and published, we created workflows to save the change history. A separate workflow was created for each field that we wanted to monitor, for a total of eight workflows. We had the option to use third-party functionality that would allow us to build one workflow per entity to check for field changes, but instead we decided to stay with and leverage as much out-the-box functionality as possible. Workflow Naming Convention To help manage workflows, we employed a naming convention that would include the entity and action: Entity Name | Save changes to <field> on <entity> Below is an example of a workflow we have in place for change history auditing: Change History | Save changes to Email on Contact Workflow Configuration An important point to note about the workflow configuration is that it must be set to Real-time Workflow. This setting is important because we need to capture changes as they occur within the change history audit. Making the workflow a background process will not record the changes correctly (see diagram). The Workflow triggers are: Record is created and record fields change. Only one field is selected for the field change option currently; hence why there is one workflow per audited field. The workflow captures the After data from the creation or change and is scoped to the User who makes the change. Knowing who made the change to the record is similarly important and requires that all Users have inserted permissions on the entity to save changes. The workflow steps involve the creation of a record in the Change History entity and mapping the fields that will be saved (see screenshot).

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Advanced Finds and Grid To easily view change data, an end User can create an advanced find to display the following information, then sort the Created On field (in descending order) to view the comprehensive field history (see screenshot). »» Name (field name that was changed) »» Created By (User who made the change) »» Created On (date and time of the change) »» Changed Value (the new value of the field) As mentioned previously, the change data can also be viewed by end Users in a grid format in a section titled “Change History” on the main entity form(s). The grid view leverages the advanced find and only shows data related to the current record, thus only showing changes for the record in descending order. Since change history data is peripheral to most Users, the section on the form is set to collapsed in the default view.

Wish List While our current solution may not be perfect, it uniquely satisfies both our business and technical requirements in that it works within the Dynamics 365 solution framework and without any custom code. Some future enhancements we would like to incorporate into the solution include: »» One workflow per entity: Incorporation of third-party functionality to limit the number of workflows required to check for changes on an entity and only record the specific change/field changed. »» Automate the entity and field name: Automated population of the Entity and Field names would eliminate hard-coded entry of this name. »» Record before and after values on one single record: Recording the before and after values on the same line for easier visual review would be useful; however, with the current solution, Users can already view the full change history information by sorting the change data within the grid or via advanced find output.

Both Entity and Field name are hard-coded when creating the workflow.

Final Thoughts We have been impressed with what can be done with out-of-box functionality within Dynamics 365. At the same time, ideally, we would like to see the out-of-box audit functionality exposed as an entity that can be leveraged within Dynamics 365 without custom code so that User accessibility to this information is maximized while maintaining upgradability. Since such accessibility is not currently possible, the solution described in this document provides an alternative capability to meet the interim need for a more robust change history solution. CRMUG Lou Rainaldi is a principal engineer with Developmental Dimension International and can be reached at Lou.rainaldi@ddiworld.com.

Q1 2017 | 23

t&t

tips & tricks

Creating a Customized Entity to House Business Processes by Brandi Roy, SPIE, CRMUG® User Member

as your business ever wanted a single place to store all of your documentation on day-to-day processes? Have you considered using videography as a training tool? Well, you can, AND you can link the two in a single customized entity in Microsoft Dynamics CRM. You may be thinking, “I know about business processes”, but I am not referring to business process flows, workflows, or dialogs. Those are specific processes that are automated by a single event. The Business Processes (note the uppercase treatment) I am referring to are created as a guide for Users to complete step-bystep instructions on how to perform a specific process. Microsoft Dynamics CRM does include a knowledge base entity that is similar to this, but there were a couple features that were too rigid for our needs, which led us to create a custom solution. We are currently running Microsoft Dynamics CRM 2015 onpremises; however, these customizations should work in all versions on Microsoft Dynamics CRM. Here are a few reasons to use and house Business Processes in Microsoft Dynamics CRM: »» Improve business agility »» Speed of implementation »» Focus on what matters »» Lower cost of training »» Increase productivity

Create an Entity You can create an entity to specifically house all of your documentation for processes you use on a daily basis. These processes can be as simple as creating person and company records to working processes such as creating and maintaining connections or merging records to more complex processes, etc. Each of these requires a stepby-step guide on how to work through that process.

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Locate Current Business Processes You Use Choose a process and create a Word document outlining your step-by-step guide on how to work that process. You may want to include the following in your guide: »» Title of process »» Subject (what is the purpose of that process) »» Stakeholders (who owns that process, who does training, who has a stake in how that process is worked; we use connections to link staff to various business processes) »» Trigger (why is that process done, and how is it started; what is it triggered by) »» Include step-by-step instructions • Do this • Then do this »» Add a goal (If that process is not yet complete, what needs to be done to solidify that process?) »» Add attachment of the current procedure (if you have current documentation) »» Notes section

Create a New Business Process Once your step-by-step guide is completed, navigate to your Business Processes entity and choose +NEW to create a new Business Process.

The â&#x20AC;&#x153;New Business Processâ&#x20AC;? window will open, prompting you to enter in details for that process.

Finished Business Process

We chose to add a third-party rich text editor to allow for text formatting. Once you have entered in the appropriate information, you may choose to link additional documents related to that process. We have also chosen to use Notes to attach documents, but there are other options such as SharePoint document integration.

Videography

It is important to remember these Business Processes are not automated in Microsoft Dynamics CRM; rather, they are meant to be a guide for Users in aiding them on how to perform a specific process.

More and more companies are turning to video for corporate learning and training purposes. You may want to create a visual tool that will provide the visual guidance and understanding on how to work that process. Video is more than just a way to provide instruction. It is transforming the way we learn in the workplace. It not only provides a way of learning, but also saves time and money. Using videography reduces costs, it accommodates different learning styles, keeps employees engaged, and provides insight. You may want to create a visual tool that will provide the visual guidance and understanding on how to work that process. This can serve as a timesaver and lower the cost of training. Once you have created a video for your Business Processes, you can link that video in the Video File Location field. We have also added a simple HTML web resource that displays the Open Video Link button, which plays the video when clicked. This way, you have the Business Process guide and a video to watch while working through that process. CRMUG

Q1 2017 | 25

Recapping

RMUGÂŽ Summit 2016 in Tampa, Florida last October was an amazing experience. It was the premiere gathering of 1,500 Microsoft Dynamics CRM Users for role-based, User-produced education and dedicated networking. CRMUG Summit officially opened at the Amalie Arena with a compelling keynote experience from Scott Guthrie, Microsoft executive vice president, Microsoft Cloud and Enterprise Group, and Ray Wang, principal analyst, founder, and chairman of Constellation Research, Inc. Guthrie gave Summit attendees their first look at how Microsoft applications are helping businesses engage with their Customers, empower employees, optimize operations, and transform products. Tuesday evening featured an opening reception and dedicated Expo hours for attendees to network with peers and more than 230 exhibitors with add-on products for Microsoft Dynamics AX, Microsoft Dynamics CRM, Microsoft Dynamics GP, Microsoft Dynamics NAV, and Power BI. Throughout the week, Summit attendees experienced 170+ educational breakout sessions focused on optimizing current Microsoft Dynamics CRM implementations. Hereâ&#x20AC;&#x2122;s what attendees thought of the experience:

I really enjoyed the session. Felt like it gave me a good foundation for potential CRM project later this year. It also gave me some ideas I plan to include in my own presentation later this week about how to sell an upgrade. 26 | CRMUG Magazine

Very good. Session hit many excellent points and really helped to shape things an organization needs to think about when rolling out a CRM implementation. Valuable information and delivered at a great pace.

Excited to take what I heard back to my marketing department. We are a current Customer but are not using the solution to its full potential. Great presentation.

My favorite session so far. My company is in the middle of an upgrade, and I thought the tips were spot on. Speaker was knowledgeable and to the point. Awesome job.

Incredibly interactive and actionable information and documentation. I will be able to use this information next week! Wish I had something to recommend. An excellent session to end the week with. Provided some realworld, practical demonstrations of proper use of marketing lists. Appreciated the discussion around static vs. dynamic lists, when to use which and why.

This was an exciting session and as a CRM Partner, we will be looking to use this tool to migrate our clients to online!! The speakers did a fabulous job in the presentation and also fielding the tough questions.

Summit 2017, October 10-13, at the Gaylord Opryland Resort in Nashville, Tennessee! We hope to see you at

Q1 2017 | 27

wordfind Congratulations to Lisa Potter of WebCE for winning the Q3 2016 Word Find. Your prize is

Building Change

in the mail! Below are 25 words that relate to the topics and theme in this issue of CRMUGÂŽ

Business Processes

Magazine. These words can be found in the grid horizontally, vertically, diagonally, backwards, and forwards. Submit your completed Word Find for a chance to win a gift certificate; simply

Community

scan and email your entry to Wordfind@crmug.com.

B C O L L A B W O R K F L O W S S C I M A N Y D M

U F R E D W A L M S A I S U H T N E E T A E R C I

I C U S T O M I Z E D E N T I T Y W A L L A C E C

L D R N E C O R P R S E N I S U B B L K R O W W R

D Y T M E N T H U S I A S M L O U U N O T E O E O

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T N O J U J H A R S I N G H F R E I M E D I D B M

I A O N E G C A S E S H O L O C A L C H A P T E R

M M L K A B U O H S R A L C S B W D O M O N M S C

M I I O L R E T P A H C O H E U E I M E N B H A H

U C D C R M D Y N N M I O A C S B N M M E S O C A

S O L U T I O N S Y U K T N O I I G U R N H U W P

C L A O R C I M T F S R E G R N N C S P O O B O T

H L N A M E D I W L E O V E P E A H A A T W A H E

A A I G C M N C A W R W I R C I M A L R E C K S R

Collaborative Tool

N B A R R U C U L P A R T N E R S N S I N A H T L

G O R O M B O S L D J L A L O C A G V C R S G R O

E R U M G E M T A E H A R P A H C E U R L E R A C

B A O M E M D O C R G R O S R A H J S J E N O P A

U C L F I S E I E F N S B M E M B E A L U S E R S

A S U P U O R G A P I H A C R E A T E E N T I N I

S C N W E B I N A R S O L E C A L L A W D E R F T

I R T O O L C O L L A U L R A I N A L D I L O R U

N M B U S I N E S S P R O C E S S E S B U I L D L

E N O I T U L O S E N O C C U S T O M I Z E D E O

S C R M R C S C I M A N Y D T F O S O R C I M L S

Create Enthusiasm CRMUG Customized Entity Fiserv Fred Wallace Jujhar Singh Lars Houbak Local Chapter Lou Rainaldi Media Members Microsoft Dynamics CRM OneNote PA Group USA Partners Showcase Solutions Summit Users Webinar Workflows

Multi-channel marketing made easy Automate campaigns with Dynamics 365 and ClickDimensions

With the ClickDimensions campaign automation builder, build multi-channel, automated campaigns inside Dynamics 365/ CRM. Quickly create nurture (drip) marketing campaigns, sales engagement campaigns, or customer onboarding and retention campaigns with our easy-to-use drag and drop editor. Send emails, notify users, assign tasks, trigger CRM workflows, and more based on the customer’s or lead’s activity. Coming in 2017, we’re adding even more channels to our campaign builder including events, SMS messaging, web visits, surveys and social!

Want to see the campaign builder in action? Contact us today for a live demonstration! Visit clickdimensions.com/crmugdemo or call us at +1.888.214.4228.

Email marketing and Marketing Automation for Microsoft Dynamics 365/CRM

User Member Showcase left to right: Trumpette Bass, John Bono, Andrea Burnett, and Christopher Stephens

INTERVIEWEES Trumpette Bass, director of membership (business owner); John Bono, associate director of application development (technical lead); Andrea Burnett, senior director of IT services (CRM program manager); Christopher Stephens, senior IT project manager (CRM project head)

WEBSITE www.acenet.edu

ESTABLISHED 1918

NUMBER OF EMPLOYEES 150

MICROSOFT DYNAMICS CRM USER SINCE 2015

MICROSOFT DYNAMICS CRM VERSION Microsoft Dynamics CRM 2013 on-premises; in process of upgrading to Microsoft Dynamics CRM 2016

NUMBER OF USERS 25 currently; plans to have 100

30 | CRMUG Magazine he American Council on Education (ACE) is the major coordinating body for the nation’s colleges and universities. The organization represents nearly 1,800 college and university presidents and executives at related associations. ACE is the only major higher education association to represent all types of U.S.accredited, degree-granting institutions (public and private two-year and four-year colleges and universities).

The ACE Team

ACE is a higher education association whose major areas of focus include leadership and advocacy. It works to strengthen and diversify new leaders entering the higher education system as well as advocate on behalf of their members, speaking in one clear voice on matters affecting institutions and students, such as Pell Grant funding, research, and tax proposals. Managing its 1,700+ members and other constituents with Microsoft Dynamics CRM was ACE’s primary focus – one that has since evolved – when implementing the solution in 2013. In addition to tracking institutional membership, Microsoft Dynamics CRM tracks everyone associated with those institutions and how they are connected to each other. ACE also leverages Google Alerts to be notified when there are presidential changes at institutions. ACE has turned to ClickDimensions for

marketing functionality integrated with Microsoft Dynamics CRM. With projections of sending more than three million emails in the next year to members and constituents, this has greatly streamlined the communications process as well as provided better reporting and business intelligence (BI) to their marketing team. Microsoft Dynamics GP manages their financials and is completely integrated with Microsoft Dynamics CRM so that membership can manage billing from start to finish. Trumpette Bass, director of membership, explains, “Before, we had a very convoluted billing process in our legacy system. Consisting of about four to five steps with several departments involved, it took a week to generate and send invoices. Now that Microsoft Dynamics GP and Microsoft Dynamics CRM are integrated, it takes minutes.” John Bono, associate director of application development, shares, “We also integrated our website, acenet.edu, with these solutions so that members can pay their yearly fees online. It’s not only more convenient for our constituents, but it also helps us receive payments faster.” Before these integrations, processes were VERY manual. Christopher Stephens, senior IT project manager, adds, “We are now able to accomplish things right in CRM that we couldn’t before. We’ve shifted responsibilities to the right departments for a more seamless way of business. For example, finance used to do invoicing, but now membership can take that on and be the one point of contact for our members.”

“The level of excitement and buy-in about Microsoft Dynamics CRM rose exponentially when Users realized CRMUG was a resource.” Hindsight Is 20/20 ACE feels they now have a good thing going. But looking back, the team would have implemented Microsoft Dynamics CRM first before tackling Microsoft Dynamics GP. Andrea Burnett, senior director of IT services, explains, “If we had to do it over again, it would make sense to implement CRM first. Talking about and understanding the management of our member data would have been helpful when setting up financials.”

Implementation Lessons Learned In fact, there were a lot of lessons learned along the way, and the ACE team is happy to share them with other Users. When the project team at ACE started implementing Microsoft Dynamics CRM three years ago, they admittedly took on too much at one time. Christopher explains, “We tried to build out functionality in all our departments – membership, marketing, and advancement – all at once. It finally got to a point where we had to stop and refocus our efforts to complete one functional area at a time.” Not only did this pave the way for a more seamless implementation, but Christopher and his team also received more buy-in from leadership and delivered on specific functionality requests. The time and effort it took the ACE team to clean and migrate data are still fresh in their minds. “Data integrity is very important when deploying a CRM solution. Definitely factor in a lot more time than you think to collect data from all your various sources, dedupe, and migrate,” Andrea shares. “It takes a while to simply standardize your data and make it consistent throughout before moving it into CRM.” Andrea adds, “You can’t think of a CRM implementation project as ‘IT-only’. It is critical that it be viewed as a partnership between business and technology. That’s the only way CRM can be launched successfully: With a very integrated effort across the organization to make it work.” With that in mind, the ACE team strived to gain strong executive sponsorship from IT as well as the business side. They acquired champions in each area of business and made sure the chief financial officer really understood what was going on behind the scenes. They took the same level of caution when developing their

project team. Christopher was the dedicated internal project manager to lead the effort. Andrea served as the program manager, ensuring that there was collaboration across the different work streams led by representatives from both the IT and business sides of the organization. John was the technical lead throughout implementation. The team also had business owners, such as Trumpette on the membership side, to make sure Microsoft Dynamics CRM met the requirements for each area. Also on the core team was an in-house data architect. This very important role focused on cleaning and migrating data. He configured automated tools within Microsoft Dynamics CRM, instructed Users on how to dedupe data using these tools, and made sure they structured their data in a way to best meet business needs. Even though Microsoft Dynamics CRM is implemented, this continues to be an ongoing process. To supplement the work of the internal team, ACE partnered with a Microsoft Dynamics CRM implementation vendor. In addition, they brought on a full-time consultant to help them own the solution operationally. The ACE team can now do a lot of what they need to do to support and enhance Microsoft Dynamics CRM in-house, because of this contracted expert.

Never Alone with CRMUG® Even though ACE has a stellar team under one roof, they turn to CRMUG for help. They attend Summit every year, participate in online forums whenever they get a chance, and have been able to solve random issues by leveraging online discussions and webinars. The education is great, but the validation that ACE is not alone is even more beneficial. “The level of excitement and buy-in about Microsoft Dynamics CRM rose exponentially when Users realized CRMUG was a resource,” Andrea notes. “It has validated that it’s not an easy process, but other people are going through the same things. And really, what has worked for us, may not work for others. It’s a constant learning process.” With CRMUG alongside them, the ACE team has the vision to evolve their Microsoft Dynamics CRM to gain a 360-degree view of their members so they can make better decisions, add value, and keep providing the right services. CRMUG

Q1 2017 | 31

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32 | CRMUG Magazine

story by Dr. Charlotte Lofton, Harris Corporation, CRMUG® User Member

ave you heard, “yes we have a written process, but no one follows it” or “this is how things get done around here”. This paradox occurs in many organizations regardless of industry. Factor in attempting to adopt a major change such as a reorganization or the introduction of a new or upgrade to an existing system, and this is a recipe for disaster. For some organizations, it begs the question why there is such disconnection between written business processes versus what is actually practiced. The majority of business processes are developed with good intentions in mind. However, somewhere along the way, something happens, and those good intentions dissipate quickly. Why does this occur? Is it because the person writing the business process has limited firsthand experience performing the actual task he/she is documenting? Is it because the process is written for a “perfect situation” and doesn’t allow flexibility based on direct and indirect environmental factors? Maybe the “reengineered” process is actually increasing work effort, and as a result, employees do not understand the direct benefit of such changes? For one reason or another, the decision to “just get it done” sometimes takes priority over following a business process that is well-defined, adopted, and accepted by those directly impacted. Failure to do so often yields less than desirable results. For this article, we will discuss aligning organizational change and business processes, especially when using a customer relationship management (CRM) tool. As many are aware, the intent of CRM is to connect businesses with their customers and also aid in dissemination of pertinent customer information. The end goal of such efforts is hopefully to yield an increase in sales and profitability. CRM, without guidance from business processes, often leads to less than stellar results. The tool alone will not yield effective and sustainable results without support from business processes. However, before an organization can realize any benefits, it is imperative that Users make sense of the business objectives and CRM functionality as well as have a clear understanding of their role in achieving those objectives. This is where basic understanding and applicability of business processes can be extremely beneficial, especially when attempting to implement and manage organizational change. Q1 2017 | 33

...businesses must have a clear understanding of all activities that are being performed and who is responsible for performing these duties. Aligning Change and Business Processes Change is not always meant to be negative. In fact, according to Huber and Glick (1993), some form of organizational change is inevitable and necessary in order to avoid stagnation by departing from the status quo. Huber and Glick continue by explaining there are generally two determinants of organizational change: top managers and environmental changes. Both influence the change in different manners. Regardless if the change is a result of the new CEO’s preference for structure or a response to changes in regulations which directly impact your business, all change in one way, shape, or form impacts at least one organizational process. The need for fluid processes that support organizational change is critical for the long-term sustainability of an organization. In its most simplistic terms, a business process is any set of activities that are performed to help accomplish a specific organizational goal (Rouse, 2016). Therefore, businesses must have a clear understanding of all activities that are being performed and who is responsible for performing these duties. Failure to do so can result in ambiguity and ultimately confusion because of the unclear expectations (Weick, 2001). There are several factors that can lead to ambiguity such as failing to clearly define the change, varied interpretations, poor understanding of roles and responsibilities, or even failure to communicate effectively the issue (McCaskey, 1982). And even though some ambiguity may be common (Weick, 2001), it is the role of organizations to establish mechanisms to reduce this and provide clarity through processes. Such clarity can be provided through level setting of expectations. Ultimately, level setting of expectations allows everyone involved to make sense of the “why” behind the change and also “how” such changes and processes relate to them and their role. Defining and communicating business processes must be at the forefront of any change effort.

Making Sense: Understanding Benefits of the Business Processes Have you ever heard, “I have no clue why we do this” or “what’s the benefit of doing XYZ”? Such statements clearly indicate there lacks understanding of the purpose. Additionally, without being able to rationalize and make sense of the purpose, objective, and ultimately benefit of a business process, there will be lack of adoption, failure to sustain, and even possible resentment by employees feeling their time is wasted performing a task that ultimately doesn’t provide them with any benefit. These are costly results for organizations. So how does an organization overcome or avoid such resentment? It’s a continuous process but one that can be achieved by following a few simple steps. Organizations and change leaders must be able to define the “Who, What, When, Why, and How” for every process change as outlined below. »» Who is being impacted? Identify which departments, roles, and functions are directly and indirectly impacted by the business process. »» What is being impacted? Be able to articulate what is changing as a result of the new process. Is it a new tool or modified process? For example, is there a new function added to CRM?

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...change is never easy but often necessary in order for organizations to avoid becoming outdated and irrelevant.

»» When does the change go into effect? Failing to communicate before a change often catches people off guard. Also allow enough time for Users to ask questions, receive feedback, and have training. »» Why is this change or process necessary? This is critical and often missed. Many Users perform tasks or functions without understanding the impact they have on the organization. Explaining why gives relevance to the User and also the process. »» How will these changes benefit the end Users? I refer to this as “what’s in it for me.” For example: It’s great these new fields will help corporate track progress, but how will this help me in performing my daily job duties?

Conclusion In conclusion, change is never easy but often necessary in order for organizations to avoid becoming outdated and irrelevant. Implementing or upgrading a new CRM is an investment in both financial and human resources. However, this is only one step in the process. As such, it is important for change leaders to not only plan for the implementation or upgrade, but also the ongoing life of the system and the organization. This means ensuring you have the correct representatives involved in the discussions throughout the planning and executing of all phases of your change effort. You may not have the same individuals involved through the lifecycle, and that’s perfectly understandable. Likewise, business processes must evolve as well to support the ever-changing organization and environment. It is imperative to include cross functional representatives who understand the objectives and can validate the processes through constructive feedback. Additionally, they may serve as your spokesperson by sharing first-hand testimonials. CRM solutions have many features to support change efforts and business processes such as workflows and alerts. By engaging the right people, aligning processes, and utilizing tools, organizations can improve the success and sustainability of their change efforts. CRMUG Dr. Lofton is a functional CRM program manager at Harris Corporation, Global Business Development, and an adjunct senior lecturer at Northeastern University, College of Professional Studies. Huber, G.P. and Glick, W.H. (1993). Organizational change and redesign: Ideas and insights for improving performance. Oxford University Press. New York, NY McCaskey, M.B. (1982). The executive challenge: Managing change and ambiguity. Pitman. Marshfield, MA Rouse, M. (2016). WhatIs.com What is business process? http://searchcio.techtarget.com/definition/business-process Weick, K.E. (2001). Making Sense of the Organization. Blackwell Publishing. Malden, MA

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Sarah Critchley Cambridge Online Systems Limited (CRMUG Partner Member) United Kingdom

Allan Lassen Solution Architect BRFKredit (CRMUG User Member) Denmark

Summit EMEA 2017 will be held 4-6 April at the RAI Amsterdam and welcomes Microsoft Dynamics CRM end-users and executives to join experienced fellow Microsoft Dynamics users and partners who will lead instructional sessions, showcases, and how-to’s, focusing on past and current versions of Dynamics CRM. Attendees representing Dynamics end user organizations, partners, and ISVs benefit from access to Microsoft leaders, Microsoft MVPs, and other subject matter experts while exploring a wide range of solutions to optimise their Dynamics investment and experience a solid return on investment. CRMUG visited with Dynamics CRM end-user, Allan Lassen, and Dynamics CRM partner, Sarah Critchley, to learn more about why they feel this spring’s conference is a worthwhile investment of time and resources for the Dynamics EMEA user community.

SUMMIT EMEA 4-6 April, 2017 | Amsterdam

As a Dynamics CRM user, what are you looking forward to the most about Summit EMEA?

LASSEN: The CRMUG European Congress 2016 held in Stuttgart was a great start for getting momentum and collaboration among the Dynamics community of European users. I like the “for users, by users” concept of the conference, where we get a chance to share our experiences on using the Dynamics products and can network with peers, who are in similar situations or perhaps have gained valuable knowledge during their implementation. The Dynamics platform is moving fast and just within the past year a lot of new features and possibilities have been introduced. I look forward to hearing about the first experiences from users and also learning what’s in store for the product.

How do you feel Summit EMEA will help solve an issue an individual is currently facing in their role?

CRITCHLEY: Summit EMEA will give attendees inspiration, ideas, tools to assist them in approaching the problem differently. I genuinely believe that Summit EMEA is all about empowering people with knowledge, and that knowledge is presented in so many different ways - panels, round tables, presentations and so much more. Attendees will take away a huge amount of information they can use in their role, but also to assist an organization. After all, that’s how an organisation would solve their problem - through individual input and collaboration with others.

How will Summit EMEA help elevate attendee’s professional development?

LASSEN: We can all increase our knowledge about the platform by sharing experience from our implementations. Sometimes it is just one piece of information we learn that can give us a huge step forward. This certainly was the case for two of my colleagues when they attended the CRMUG conference in Rome a few years ago and returned full of inspiration. With many sessions at Summit EMEA as well as so many knowledgeable persons in attendance, we will all return with valuable knowledge we picked up during the days in Amsterdam.

What advice would you give to someone considering attending Summit EMEA?

CRITCHLEY: Attend! Book your place now and prepare yourself to become a sponge! LASSEN: If you really care about working professionally with your implementation you should definitely book it into your calendar and get a ticket to this event. I am sure it will pay off as you return full of inspiration from the information and networking you have got during the Summit event. To read more from Allan Lassen and Sarah Critchley’s interview, as well as from other Dynamics users, Microsoft personnel, and Microsoft MVP’s, visit www.summitemea.com.

REGISTRATION FOR SUMMIT EMEA 2017 IS OPEN! VISIT WWW.SUMMITEMEA.COM TO BEGIN YOUR CONFERENCE REGISTRATION TODAY.

t&t

tips & tricks

Change Business Process Flows Using a Workflow by Joe CRM, PowerObjects, CRMUG® Partner Member

re there instances where using “Switch Processes” is too cumbersome for your Users to change Business Process Flows? Well, there are several ways to get this updated, and this tip and trick will show you a way to update it using a workflow. This will take on the same type of action on workflow conditions, where a condition is required for this to run. Let’s take a look at the out-of-the-box Opportunity Sales Business Process flow. We have a secondary Business Process flow we would much rather use than the one above “Opportunity Sales Process”, but we want to achieve this based off of a field value on the Opportunity form. How would one come about doing this? Let’s lay out the conditions first. On the Opportunity record, if the field “Purchase Process” equals “Committee” then change the Business Process flow to the one I have created, which is titled “NEW Opportunity Process.” Now, onto building this out… First, create a new workflow that runs off of the Opportunity entity and create the conditions on when this workflow needs to run:

The example is when the Purchase Process on the Opportunity record equals Committee. In the row below, select the row, and then select “Add Step”:

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Then in the dropdown, select “Perform Action”:

When selecting “Perform Action,” an action condition will display: In the Action dropdown, select “SetProcess” – this MUST be selected in order for a Business Process Flow Action to be taken in a workflow. Then in the Entity dropdown, it will automatically default to “None (global)” – this is NORMAL. Once “Set Properties” is selected, then this window will be where the entity and Business Process Flow will be identified: In the Set Properties window, there are two values that need to be identified: »» NewProcess – this will identify which Business Process Flow will be updated based upon the Workflow conditions that were

set up.

»» Target – this is the Entity that will be affected with the Business

Process Flow. Remembering the example above, a business process flow of “NEW Opportunity Process” is needed, and the Target is the Opportunity Record: Once that information is filled out, save and close. Now, on the Opportunity record, if Purchase Process = Committee, then the Business Process Flow will update to the “NEW Opportunity Process”:

It is simple as that! A workflow now can change a record’s Business Process Flow. To learn more about Business Process Flows, check out this blog, How to Update Business Process Flows in Bulk with Dynamics 365, at www.powerobjects.com/2016/11/09/how-to-update-businessprocess-flows-in-bulk-with-dynamics-365. Happy CRM’ing! CRMUG This content originally appeared on PowerObjects’ website (www. powerobjects.com/2016/12/06/change-business-process-flows-usingworkflow) and is authored under the organization’s pen name, Joe CRM. Joe CRM is a CRM superhero who runs on pure Microsoft Dynamics CRM adrenaline. As the face of PowerObjects, Joe CRM’s mission is to reveal innovative ways to use Microsoft Dynamics CRM and bring the application to more businesses and organizations around the world.

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What’s New

on the

Connecting with Your Local

opefully by now you’re familiar with the CRMUG® chapter program and understand the benefits of meeting and building relationships with fellow Microsoft Dynamics CRM Users at the local level. If you haven’t yet taken that first step to connect with the chapter closest to you, you’re in luck. We’ve now made it even easier to find, join, and engage with your chapter! After logging into crmug.com, you’ll notice a new widget under your picture containing your primary or default chapter location. Note: This widget will display to CRMUG User participants only (Members and subscribers). Many of you have already selected a chapter location, and if not, we’ve attempted to designate one for you based on your address information. If nothing has yet been selected for you, you will see a Not Selected value in this field.

Select your chapter location from the drop-down list, and click Submit.

The next time you login to the CRMUG website, you’ll see your chapter location reflected in the My Chapter field. To change or select your chapter location, click on the Update Location link.

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CRMUG Website Chapter Just Got Easier When you select your chapter, you will automatically be added to the virtual chapter community within 24 hours. You’ll then be able to access this community quickly by clicking on My Chapter Community from the Chapters section of the left navigation.

While you can continue to participate in as many chapters as you’d like (and therefore may see multiple chapter communities in your My Chapter Community section), designating a primary chapter ensures you receive relevant communications based on the location you’re engaged in.

Your virtual chapter community is your one-stop shop for meeting registration, chapter-specific discussions, file sharing, and virtual networking between meetings. Your chapter location will also display on your profile, allowing other CRMUG Members to identify your chapter affiliation and connect with you based on your location.

Changing Your Default Chapter

When you change your default chapter from one location to another, you are not removed from the virtual chapter community. Since you can participate in multiple chapters, you will remain a member of the community, even if it’s not your default location. If you no longer want to be a member of a chapter community, you can leave the community by clicking on the Settings button and clicking on the Leave Community option.

We’re excited to bring this new way of finding, connecting, and engaging with your chapter to the CRMUG website! CRMUG

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topic 1

...with CRMUG Members We reached out to a few CRMUG® Members to find out what they think the greatest opportunity or challenge will be in 2017 as it relates to Microsoft Dynamics CRM. Here’s what they had to say.

Aaron Back Team Lead, IT CareSource

Rebekah Jeffery Communications and Sales Support Strategist Comfort Systems USA

The greatest challenge for us in 2017 will be to migrate approximately 450 Users from Microsoft Dynamics CRM 2011 to Dynamics 365 Online. This is challenging for several reasons as there are multiple teams leveraging Microsoft Dynamics CRM 2011. Each team has their own business process and will need to be analyzed, outlined, and built into Dynamics 365. The greatest opportunity for us in 2017 is that there is a greater interest in Microsoft Dynamics within our company. There are new teams looking to leverage the solution in unique ways. Our Microsoft Dynamics footprint will continue to grow, and this is very exciting for us!

One of the greatest challenges I face is ongoing training for my organization. What are the best methods/resources of ongoing training that is provided for Microsoft Dynamics CRM general Users (for example, salespeople)?

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Anthony Roth Business Systems Manager California Hospital Association A couple of things come to mind for 2017: Opportunity: Integrating an event management solution and the processes that will allow us clean data and easy maintenance. Challenge: Data integrity – As we are now fully launched, we are finding the small things are starting to add up. There is a need for us to implement several automated processes to ensure our data stays at a high level. CRMUG

CRMUG Focus is a deep-dive training conference dedicated to the success of Microsoft Dynamics CRM users. Focus will be held May 8-9 in St. Louis, MO and feature 90-minute sessions taught by Microsoft, Microsoft MVPs, and subject matter experts. This training conference will focus on three primary tracks: Service, Sales, and Citizen Developer. We encourage you to register for this event. By doing so we believe you are recognizing the importance of expert training and peer-to-peer networking. Attending our Focus conference is a career investment that perfectly aligns with one of your passions (and ours) – Microsoft Dynamics CRM. “Focus is unlike other CRMUG events because it will be about diving deeper into exclusive topics geared towards specific roles,” said CRMUG Program Director Tony Stein. “There will be no general sessions - just two days’ worth of rolling up your sleeves and spending more time in a targeted track for you.” Focus grew from the desire of Dynamics users to dig deeper into the topics most pertinent for success in their role/industry. The CRMUG Focus Programming Committee is working diligently to provide relevant educational content so attendees can customize their learning plan based on their needs and also network with peers who are in similar roles and face the same issues on a daily basis. CRMUG visited with Clarissa Simpson, a member of this committee and leader of the Service track, to learn more about what to expect at this year’s conference.

CRMUG FOCUS May 8-9, 2017 | St. Louis, MO

Clarissa Simpson Simpson is a Dynamics CRM Specialist for Ford Motor Company in Indialantic, FL. She has been a CRMUG member since 2015 and has been an active volunteer and leader within the community. She is a currently a member of the 2017 CRMUG Focus Programming Committee.

Why should others attend CRMUG Focus? CRMUG educational sessions provide a unique opportunity to be exposed to a quality level of content that digs beneath the veneer, at a fraction of the investment compared to other types of educational classes. Attending Focus allows freedom to explore outside the restrictions of standard learning situations, including collaboration with experts, insight to new ideas, and forward-thinking vision. These unique opportunities all merge to allow for an outstanding experience for attendees. What sets Focus apart from other Dynamics CRM conferences? CRMUG is a key driver to providing a continued spark in my creativity and advancement for business and technical success in my position. We all need to take a break from our routine in order to stay on top of our game. There is tremendous value in taking advantage of these concentrated training experiences, such as Focus, to refresh and reorganize, allowing yourself to develop new ideas, strategize, and think in new, innovative ways. What is your job as a member of the Programming Committee? I need to hear the voices of the Dynamics CRM community and work to provide input and guidance. The Dynamic Communities team and the Programming Committee work together so that everyone can benefit and aspire to make the most of the rich environment of collective learning. How will CRMUG Focus help solve an overall company issue and/or a problem an individual might face in their role? The CRMUG Focus event will provide inspiration and connection. I don’t know any event that can provide a magical solution – I stopped believing in Fairy Tales quite a long time ago. However, those you need to connect to for the right support, direction, leadership, and guidance will be no doubt be at Focus! What advice would you give to someone considering attending NAVUG Focus? Just Do It! I encourage you to be intentional about Focus participation and fully immerse yourself in the spirit of the deep-dive learning experience. Prepare questions on topics ahead of time and create a quick reference list of your current obstacles and issues, so you have it at hand when an opportunity arises for discussion with the many experts that will be in attendance. Strategizing will help you get the most out of your Focus experience.

Microsoft Member Showcase

Jujhar Singh, corporate vice president,

microsoft dynamics 365

ujhar Singh, corporate vice president of Microsoft Dynamics 365, delivered a keynote at Summit16 that introduced Dynamics 365 to the CRMUG® community, focusing on the simplicity of the product. CRMUG caught up with Jujhar to talk about Dynamics 365 after the launch, including his team’s takeaways from Summit and what’s coming on the product roadmap.

CRMUG: Coming off the launch of Dynamics 365 at Summit16, what have been the most common questions or points of interest from Users? Jujhar Singh (JS): We are getting a ton of interest and very high adoption of the new release and its capabilities across our cloud and on-premises Customers. Some of the key things that Customers have mentioned to me are intelligence provided by Relationship Insights and Dynamics Customer Insights, productivity with the new Outlook app, and the power and flexibility provided by the improvements to Business Processes. Lastly, I have heard great feedback regarding the platform with the addition of App Modules, the Data Export Service, and feature capabilities such as Connected Field Service, Unified Scheduling, and the Learning Path designer. CRMUG: Is there more to share around the Versium integration that was announced last fall? JS: I would highly encourage everyone to download and use Versium, which can be found on AppSource (appsource.microsoft.com) and

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is available for free with a Dynamics 365 license. Versium Predict and Datafinder are powerful solutions that enable Users to find and engage the right customers. From within Dynamics 365, Versium gives salespeople the insights to deliver personalized engagement and to stay informed about their customers and prospects. Lead scoring in Versium Predict provides an easy way to identify the right leads to focus on. With lead scores embedded directly inside Dynamics 365, salespeople have access to the intelligence they need to make informed decisions. With predictive prospecting, salespeople automatically get new high-value prospects within Dynamics 365. Versium Datafinder provides validation of existing customer data and surfaces demographic information, news, social insights, and social relationships. These solutions are a valuable addition to our core services. CRMUG: What does your team take away from participating in Summit? JS: CRMUG Summit was an amazing event, and it was heartwarming to witness so much enthusiasm and community engagement! It is great to come together in one place and take the opportunity to have conversations with thousands of Customers and Partners and to learn from them. Hearing directly about the real-world uses of our products and features, and about the challenges Users face, is invaluable. Participating in CRMUG Summit helps us build a better product.

“CRMUG Summit was an amazing event, and it was heartwarming to witness so much enthusiasm and community engagement! ” CRMUG: Roadmap-related, what functionality is coming in the near future? JS: We will focus on launching a business edition that will allow us to make our offering available to a new segment of Customers. Our new apps have been specifically designed for small and medium-sized businesses, to enable those Customers to quickly launch sales and marketing workloads without having to hire IT staff to run the project.

We will also make changes to the User experience of our current services to incorporate the feedback that we hear from Customers at great events like CRMUG Summit. Finally, we will also add additional capabilities to Dynamics 365 that will provide intelligent data-based decision making to better support Customer engagement processes. Watch roadmap. dynamics.com to see what is in progress, and continue to submit and vote on future feature/functionality ideas at crmideas. dynamics.com. CRMUG

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Q1 2017 | 45

feature

46 | CRMUG Magazine

story by Lars Houbak, DGI, CRMUG® User Member GI is a national Danish sport-for-all organization, with 6,200 local sports clubs and 1.3 million members. At our national office, we employ 180 people. With our 13 regional offices, we employ another 300 professional consultants, administrators, leaders, and specialists. Microsoft Dynamics CRM 2011 is our central database with a custom-made “event” entity, which helps us handle 10,000 events with 800,000 attendees annually. Some 20,000 volunteer sports trainers and managers attend DGI courses to improve their leader and instructors’ skills in all kinds of sports, from mountain biking and yoga to gymnastics and club management. To make this a success for every attendee – our primary customer – we put great effort in being professional event managers. One course event requires some 50 different actions from budgeting, contracts/agreements with educators and facility, and marketing and following up on registrations. These actions are essential to our core business, and they are somewhat the same, but with small differences depending on sport, content and length of course, facility, etc. When we started implementing business processes, the IT department built workflows that generated a few standard to-do lists of tasks, depending on different dates on the event. All tasks were given to the owner of the event, and the due dates were controlled by dates on the event. So far, so good. But soon colleagues wanted more: »» They were often working in pairs – a secretary and a sports consultant – and wanted the tasks placed on the responsible person. »» The due dates could be varying for several reasons. »» The connection to marketing could be improved. »» The contract handling was an issue. From the very start of our CRM journey, we were advised to teach our colleagues how to use Advanced Find, a function that half of all colleagues use regularly today. One of my primary obligations is to ensure CRM User adoption. The next step was obvious. All regional offices were offered my visit for half a day’s teaching and hands-on training of secretaries doing workflows.

From the very start of our CRM journey, we were advised to teach our colleagues how to use Advanced Find, a function that half of all colleagues use regularly today.

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The typical program was:

»» Need-to-know on how workflows work:

• Activate – deactivate is different here than other places in CRM. • Sharing is handled different. • Understanding workflows as “a piece of code”. »» Trigger-based is forbidden! But if you have good ideas, contact the IT department, and let us try together to create a trigger-based workflow, that works, without corrupting the system. »» Manually-triggered: You know what you get! And when to get it! »» Owner or Organization? One for you, one for the IT department! If you create a workflow which could be used globally, contact the IT department. »» Keep it simple: Make it work, test, and improve. Then I presented some examples on workflows:

»» From the to-do list on events to workflows – and adapting these to your personal modus operandi. »» The agreement with educators – mails made “ready to use” with benefit:

• All relevant information about the event is picked from the event entity, combined with information on the registered educator, and agreement text, salary, number of lessons, starting time, place, etc. • The guide to the educator, how to get his/her refund of expenses. • Automatically making the educator receiving link to updated list of participants. • Reminder mail prepared, if the educator forgets to send information about expenses. »» Variations on reminder mails, such as: • Unpaid invoices. • Volunteers send in information about refund of expenses. »» Agreements and follow-up on agreements. We conduct a development process for public schools or kindergartens, wanting to improve the ability to make children more physically active. The process has different phases, including courses for teachers and instructors and other actions. It is essential that the phases agreed upon are initiated and followed up on. A simple Outlook task, reminding about these actions, can be the key to lift a school or kindergarten to success with more physically active children.

The value of workflows cannot be underestimated, combined with ambitious User adoption actions.

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My Experiences? All offices accepted the offer, and groups of secretaries and one or two department leaders participated. Enthusiasm is an important feeling, because it generates a sense of ownership. After half a day’s hands-on training, every participant had a personally relevant workflow that was tested and worked. The value of these workflows was felt, as time spent on routine tasks now could be better used. Mental work spent on “remembering the crowd of tasks” is freed for better purposes. Give colleagues a tool, and they start being creative on how to use it. I returned from the tour with new ideas to workflows. But remember that “a fool with a tool is still a fool”. That’s why it’s important to underline “keep it simple”. Workflows are brilliant for automating simple tasks done often and repeatedly. But have you ever worked your way through a complex set of tasks and finished with a feeling that, “now I know how it is done easier and more correctly; the next time…” – but the next time is next year! And maybe it’s another person who is going to do it. Consider building workflows along the way through the tasks, and adjust them to your experiences and findings. Then they will be ready next year, and they can be given to a colleague who will benefit from your knowledge without having to disturb you with questions along the process. One example: DGI produces many materials of high quality and content for the courses such as books, manuals, etc. The process of production involves many different colleagues and departments. It also involves “broken timelines”: A. Preparation tasks is a workflow, such as: a. Agreement on content and writers b. Agreement on how to produce pictures, photo sessions c. Budget d. Marketing B. The writers get their assignments, but very often deadline is not held, and the timeline is broken. C. When the manuscript is received, there are some iterations with corrections following testing the material on test courses. The timeline is still broken. D. When the manuscript is good, a new workflow, with a set of tasks, is made: a. Layout process b. Pictures c. Reservation of print d. Marketing plan and implementation in the educational system e. Follow the sales year one and two f. Generate task reminding to follow up after year two i. Does it still sell? ii. Shall the material be edited? iii. Should pictures be renewed? iv. Is the price still correct, etc.? The value of workflows cannot be underestimated, combined with ambitious User adoption actions. An additional value is that good generation of tasks with workflows also reduces vulnerability in cases of change of colleagues, leaves, and holidays. In one office, a secretary was struck by stress. She stopped without warning. The work for the colleagues picking up her unfinished tasks and agreements was heavy over the next months. Later, after a day’s work implementing the use of tasks, workflows, and dashboards of tasks to each person, showing open and completed tasks – in relevant periods – one of the secretaries said, referring to the stress-struck colleague: “If she had been using this, it would have been so much easier to pick up her job.” Another one replied: “If she had been working this way, I don’t think she would have had stress at all!” CRMUG

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t&t

tips & tricks

Track “Last Activity Date” in Microsoft Dynamics CRM (Dynamics 365) by Jack Yin, Encore Business Solutions, CRMUG® Partner Member

have been asked several times in the past to develop a solution to keep track of the last activity date for an account or a contact. In Microsoft Dynamics CRM, (which will be rolling into Dynamics 365), activities are used to keep track of all Customer interactions. For example, you can send emails, make phone calls, set up appointments, and delegate tasks. This is usually done by creating a date/time field that gets updated when the last activity occurs. Previously, I would custom design multiple workflows to keep track of each type of activity. For example, a workflow for a Phone

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Call could be created to monitor the latest Phone Call activity, or I would use a pre-built third-party solution to achieve the same result. These methods are either tedious to set up or require future maintenance. I am going to share a quick solution to this requirement, with the help of the rollup field and aggregation function. The idea behind this is that every activity, when created, is also recorded into the Activity entity, so this method simply tracks the Activity entity, instead of each type of activity. The setup is quite straightforward. First, create a rollup field with date/time format.

Second, set the related entity of the rollup field to “Activities (Regarding)”, and aggression set to “Max of Actual End”. In this example, when any activity is marked complete and set regarding an account, the last completion date (Max of Actual End) will become the last activity date. Quite often activities are set in regard to an Account’s child records, for example, Opportunities. To get the full picture of all interactions, it is extremely important to set “Include indirectly related activities”, as this will track activities that occurred among child records. For example, a Phone Call is set in regard to an Opportunity, instead of to an Account, but this Phone Call will be counted as the last activity for the Account of the Opportunity, and the completion date of this Phone Call the last activity date. (However, this does not work with Task as the related activity, as it does not contain activity party.)

The same thing can be said about campaign activities. All campaign activities are set in regards to the campaign, not the Account or Contact, so with the indirectly related activities enabled, the last campaign activity date will be rolled up as the Last Activity Date. (There is also an OOB field on Account and Contact, Last Campaign Date, which gets updated behind the scenes when a campaign activity is created, so this Last Activity Date has the logic.) This solution is only made possible with the progressive release of Microsoft Dynamics CRM (Dynamics 365). With every release, there are always new features and enhancements that make development and deployment easier. Such features are often suggested and voted on by Customers and Partners on Microsoft Connect, where you can contribute and be heard in the Microsoft Dynamics community. CRMUG

Q1 2017 | 51

G U M G M C U M R C G U M R C G U M R G M U R C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M C G U M R C G U M R C G U M R C U M C G M RM C R G M C UG U R U R CR G G C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU M RM C U R C G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G G U M C G U R C G U M R C R M R CR G UG M RM C G U MU CR C UG UG RM RM C G U M CR C UG U RM CR G C G MU M CR C UG U RM M U C G UG M RM C G U M R C G U M R C G U R CR G C M G M RM C U C G U R G M M C UG U R U R C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M C G U C G UG M RM C G U M R C G U M R C G U M G M RM C U M CR C G U RM R R G M C UG U R U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C M R C G U M C R C U R C M R C G U M R C G U M R C G U M R G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU R U C C R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U RM R C G M G M U U R G M R M C R C G U U MU CR CR G UG M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM C C C M U G M R G M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG U M R C G M U G M U R G M C R U C G R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM M U C G UG M RM C G U M R C G U M R C G U M R C G U R C G G MU M C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU RM CR G UG MU RM C G C UG MU RM CR G UG M U C C R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M R C G U RM R C G U M CR C M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU R G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U G M RM C G U M CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU U M R C C G U M G U R C G R M U G U R M C R U G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G MU RM CR G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G M G M M R U G M C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR U R C G U M G M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM CR G C UG G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM C M C G M U G M U R G C R U C G U M C R C U MU R CR G UG M RM C G U MU R C G UG M R C G U M CR C UG U RM R G C G MU RM CR C UG G M G M M R U C G U M R R C G U C R U M C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M C G M U G M U R C R U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU R M G R M C G M U G M U R C R C G M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U U M R C C G U M G U R C G R U G U R M C R G M U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR G M U R C G U R C G U M R U C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M G M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG R U G M U M RM C G U M CR C G UG RM RM C G U M CR C UG U RM CR G C G MU RM CR U M R C C G U M G U R C R U G U M C R G G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R C G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM C M G U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM M R C G U M R C G U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU G M M R U C G R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C R M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M C G M U C R U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G R G M U R C M RM C G U M R C G UG M RM C G U M CR C G U M R U U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M M U R C G U MU CR CR G UG M RM C G U MU CR C UG G R M C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C U M R C C G U R U G UG M RM C G U M R C G UG R U R C G U M R C R CR G UG M RM C G U MU CR CR M M U R C G U MU CR CR G UG M RM C G U G M U R C G C C G C UG MU RM CR G UG M RM R M RM C G U M CR C UG UG C G U M R U G UG RM RM C G U M CR U R C G U M C R CR G UG M RM C G U M U R C U MU CR CR G UG M RM G M U C C G C UG MU RM CR G R M RM C G U M CR C G U U G UG RM RM C G U R C C R CR G UG M M U U MU CR CR G G M C G C UG MU R M RM C U G UG R C R CR M U G R

trending topics

he CRMUG® Open Forum is a great place on the CRMUG website for sharing best practices, tips and tricks, and general knowledge with others. It’s also a place to post questions and get answers from other Microsoft Dynamics CRM Users. The CRMUG online community has more than 11,500 discussion posts. Below are two recent topics that garnered much discussion. Check them out, and then take a moment to share your opinion, answer someone’s question, and/or post your own question (or quick tip that helps you be more efficient).

Business Unit Security - Parent and Child Business Units

Visit www.crmug.com/trend1 to view the full thread and read all comments.

Benefits of Using Teams as Owners of Records?

Visit www.crmug.com/trend2 to view the full thread and read all comments.

it’s easy to post a question or a response...

Visit www.crmug.com, log in, and click on Learn & Engage  Open Forum. You can start a new topic or use the Search feature to join an existing discussion.

52 | CRMUG Magazine

Name That Photo

contest

This photo was taken at CRMUG® Summit 2016. What do you think the topic of conversation was? Simply email your submission to Q3 2016 Contest Winner No entries? Say it isn’t so!

Captioncontest@crmug.com. The winning submission will be printed in the magazine’s next issue.

Q1 2017 | 53

VAR Partner Solution Showcase

www.pa-group.us

Interviewee Tabetha Sheaver, CRM practice director

Phone 423-954-3007

Email Tabetha.sheaver@pa-group.us

Website www.pa-group.us

Headquarters Chattanooga, Tennessee

54 | CRMUG Magazine

GROUP

A Group USA is part of Gruppo PA, a multinational company founded in 1998 and headquartered in Italy. Gruppo PA has a global presence, with 15 offices across the USA, Italy, China, and Hong Kong. Gruppo PA has resources around the globe, with more than 400 employees, 3,000 clients, and annual revenue of $49 million.

CRMUG®: How did PA Group USA come to be? Tabetha Sheaver (TS): PA Group started out as an ERP Partner for manufacturers that produce or consume rolled goods such as textiles, plastics, paper, and metals. We were the exclusive North American Channel Partner for the Apparel & Textile Microsoft Dynamics AX solution from Porini, a Microsoft ISV in Italy that was closely aligned with our parent company, Gruppo PA, based in Milan, Italy. The CRM side of our business came around in January 2016, when PA Group purchased Cloud Nine Solutions, a Microsoft Dynamics CRM Partner that had established an international presence with their solution for economic development agencies. The Cloud Nine Solutions merger brought in a great team of CRM professionals. We even decided to keep the Cloud Nine brand and apply it to all the CRM industry solutions we are developing.

CRMUG: Was the transition to offering CRM planned or did it happen organically? TS: The leadership team at PA Group knew the CRM industry was hot and gaining traction, and they wanted to be able to offer those benefits to our ERP Customers. They didn’t know the convergence of the two platforms was coming in Dynamics 365, but that shift has already helped position us uniquely as a Microsoft Dynamics reseller. CRMUG: What have you been sharing with clients about Dynamics 365? TS: The benefit of the common data model has been the main message we’re relaying. They are going to be able to invest in one platform to support more of their business, which streamlines costs and eliminates integrations. Our Customers will have lots of questions, and we plan on being the Partner they can turn to for answers.

CRMUG: What does this mean for your solutions? TS: We have reengineered our economic development solution to work on the Dynamics 365 platform, and we are in the process of making it available on AppSource. We have a Student Management solution called Cloud Nine|Tech Ed that will soon be available for Dynamics 365 and listed on AppSource as well.

CRMUG: Tell us more about Tech Ed. Who benefits from this solution? TS: Tech Ed is an accelerator in Microsoft Dynamics CRM that allows vocational schools, technical education centers, and community colleges to do everything from tracking high school students’ grades for recruitment efforts to aligning with companies in the community that need to hire and train a skilled workforce. It is such a robust tool that it is difficult to condense its features down into a few examples, but the solution can completely modernize the way an educational facility operates. It manages recruitment, applications, enrollments, and tuition invoicing, and it even reports information to the state. We are about two and half years into development. One vocational center is live; we have two others undergoing implementation now and plan to have three more ready to go live this summer.

CRMUG: Let’s switch gears: As the CRM practice director, how do you and your team help CRM Users? TS: Our team of six professionals ensures a seamless transition for CRM Users. My personal passion lies in organizational change management, so helping Users develop an implementation and communications plan for a new solution and rolling it out in a way that provides value is our key differentiator. When it comes to change, you need to answer the “what’s in it for me” question that EVERY User has. Users aren’t trying to be difficult; there simply must be value and a reason for them to make that change.

CRMUG: What will you focus on with your CRM clients in 2017? TS: We will be helping people understand just how huge Dynamics 365 is going to be, along with what changes they need to make, when, and how to figure out the costing licenses. Growing Cloud Nine|Tech Ed will also be top of mind, taking what we have and expanding that out to other technical education centers.

CRMUG: Well said! Do you have any examples of how you’ve answered the “what’s in it for me” question for one of your clients? TS: A sales team of older gentlemen hated entering notes into CRM after sales meetings. They were usually on the road, didn’t have machines in front of them, and struggled with typing out the details. We leveraged Cortana so that all they had to do was speak into their mobile devices, and their notes rolled up into CRM. By using Cortana, these salespeople don’t have to type on the road or try to remember meetings from a week ago. It helps them complete their job more efficiently while getting the reports to management in a timely manner; it’s such a win in the form of change management.

CRMUG: What do you like most about CRMUG? TS: I believe this CRMUG community is super important because it’s a place to ask those, quote unquote, dumb questions and not feel embarrassed about it. There are so many online forums, but it’s difficult to know who to trust. Having the opportunities to talk in person with someone about your situation makes all the difference. The networking is so valuable. I have connected with everyone from executives to junior developers through CRMUG, and each and every one has something of value to share with the group. I love attending CRMUG Summit as well because sometimes it is the only chance you have to access MVPs from such diverse backgrounds. It helps you gain perspective of your situation and realize you’re not going at it alone.

CRMUG: How about business process management? How do you and your team help CRM Users streamline that? TS: The CRM implementation process alone forces people to identify and document processes they may not even realize exist. Our team builds out the project plan and risk assessment, asking the right questions to make sure business processes are relevant, necessary, and provide value to a User’s business.

CRMUG: Any final thoughts to share with CRM Users? TS: Try to think of any software implementation as an ongoing, living, and breathing thing. It is not just one and done. You are building a relationship when undergoing a software implementation, so make sure to find a Partner who fits your style of business and can helicopter back and forth between the big picture and the details to ensure you get a well-tailored solution. CRMUG

“The CRM implementation process alone forces people to identify and document processes they may not even realize exist.” Q1 2017 | 55

t&t

tips & tricks

Scope Your Workflows by George Doubinski, Alexanders IT, CRMUG® Partner Member

dmit it: When you create a new workflow, one of the first actions is to set the scope of the workflow to Organization. After all, when something changes, or when a new record is created, we want to apply our business rules across the board, right?

Most of the time you’d be correct. But this is an opportunity missed. Using a combination of security privileges related to the processes, activation of the real-time workflows, and execution of the workflow jobs, you, as an administrator, can empower Users to customize processes within Microsoft Dynamics CRM to suit their, or their business unit’s, needs.

For example, Users can create a private process to help them to deal with the workload; some people love email reminders – let them create as many as needed! A business unit dealing with Customer support for VIP Customers may use an escalation workflow to support their very important processes. Would you like to give Users their own private real-time workflows but cannot trust them to get it right without blowing the server to pieces? Take away the “Activate Real-time Processes” privilege and activate the processes they create only after a thorough review. Opportunities are limitless; just remember to plan and document the security permutations. (If you’d like to dig deeper, a good introductory write-up is available on Magnetism’s website at http:// tinyurl.com/zz8txuw.) CRMUG This content was originally posted on crmtipoftheday.com by George Doubinski, who is part of the tip-sharing crew on that site. George is an ex-nuclear ex-scientist, occasional blogger, lousy curling player, CRM Enterprise Academy trainer, and consumer of fine foods and liquids. You can reach him at George.doubinski@alexanders.net.au.

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Webinar

Speed

Read Excel Tips and Tricks for Beginners: VLOOKUPs and Pivot Tables by Bethany Galguera, CPA, Omnisource Integrated Supply, LLC, User Member

Bethany has held a variety of roles in accounting and is perpetually focused on ways to do things faster and more efficiently while improving

quality

output.

Bethany’s User group webinar on Excel, specifically the topics of VLOOKUPs and pivot tables, does just that by helping Users see Excel as a time-saving tool.

VLOOKUP VLOOKUPs match data and are extremely useful for reconciliations as you can add data from one spreadsheet to another. VLOOKUPs can be found in your Excel spreadsheet under the Formulas menu > Lookup & Reference > VLOOKUP. The formula for a VLOOKUP is as follows: =VLOOKUP(B2,’Name Data’!A2:B91,2,FALSE) Below are some specific tips for helping you find/define information: »» Lookup Value (B2 in example): The cell that Excel is going to look for in another set of data »» Table Array (‘Name Data’!A2:B91 in example): The cells that Excel is going to look in to match the lookup value to and find the final value »» Col_index_num (2 in example): The column that Excel should pull the final value from once Excel finds a match in the first column for the lookup value »» Range_lookup (False in example): Should always be false »» Tip: $ signs tell Excel not to change the cell references, so the better formula above should be =VLOOKUP(B2,’Name Data’!$A$2:$B$91,2,FALSE) • You can also add these signs by placing your cursor in the cell reference and pressing F4.

Pivot Tables Pivot tables are a way to simplify multiple data points into one area, allowing you to see only the data you wish and manipulate it in ways you wouldn’t otherwise be able to. A helpful visual aid, you can get averages, totals, minimums, counts, and more. Navigate to the Insert menu and then select pivot table to start. In your Excel spreadsheet, select the data you want to include in your table and choose where you want your Pivot Table to be placed. Note that your data must have titles/names in the first line to identify the data later on. After selecting your source data, choose the data you wish to see in the Pivot Table wizard by selecting the checkbox next to it. Excel will guess as to where you want to place your pivot table, but you may move it around by dragging and dropping from the different fields, such as Report Filter, Column Labels, Row Labels, and Values. Column Labels and Row Labels will likely be how you want to group your data. Values will be the totals you want to see after your data is grouped. Report Filters and Slicers can then be applied if you want to add a filter to your data, but they do not have to be used. When working with your data, you may find that you need to change the values of your data to a better format in order to make a cleaner table. Change the values by clicking on the yellow bar within the field to see a list of options. Choose Value Field Settings to change from Sum to Average or any other calculation. You can also use the Pivot Table menu bar that auto appears when you are working in a pivot table and click “Summarize Values by” option. CRMUG Bethany Galguera is a consultant/interim controller for Omnisource Integrated Supply, LLC. Have additional Excel questions or want to talk pivot tables? Contact Bethany at Bethany.galguera@gmail.com.

58 | CRMUG Magazine

MINUTES WITH CRMUG’S VOLUNTEER OF THE QUARTER

Who I’m following on social media right now… I’m a fan of Paul Thurrott, a tech writer concentrating mainly on Microsoft. He has a way of communicating the direction, changes, and products of Microsoft better than they do. It helps me stay on top of the latest and greatest so I can apply strategy to our business. On my desk right now… My log book. I’m a private pilot and a volunteer for Angel Flight. We use our plane, fuel, and time to fly those in medical need to their care facility. While updating the log book with details from a recent flight, I was thinking about a Life Flight mission I flew on December 19, 2009. A 15-year-old boy and his mother needed a ride to Miami because the boy was in need of a liver transplant and a donor organ was available. Upon arrival at Jackson Memorial Hospital, I met my now fiancée, who is a doctor on the liver transplant team. My three goals for 2017… This year we are focusing on excellence. Excellence in communication. Excellence in training. And, excellence in execution. My world will be dictated by three software projects: Portals, Experlogix CPQ, and Dynamics 365 for Financials (aka Microsoft Dynamics NAV). All of these will be new programs to us, and it’s going to be a fun year. Once completed, our entire business operation will be on one software platform: Microsoft Dynamics.

Ken Kelly President Kelly Roofing

What I do when I’m not at work… I’m a fan of travel. Learning from other cultures is the best way to gain appreciation for the world we live in. I’ve always been a fan of learning the “why” behind customs, and travel is the best way to experience it. The best advice I ever received… “You cannot manage what you cannot measure.” Stu Bantit, a consultant we hired in 2003, taught us that if we make a game out of work, it’s no longer work. In our company, we reward frequently and substantially. So, we reward on every project.

Q1 2017 | 59

ISV Partner Solution Showcase

COMPANY Fiserv, Inc.

INTERVIEWEE Fred Wallace, Senior Product Manager

WEBSITE www.fiserv.com

HEADQUARTERS Brookfield, Wisconsin

PHONE 407-513-5802

EMAIL Frederic.wallace@fiserv.com

ESTABLISHED 1984

CLIENTS More than 13,000 clients in more than 80 countries

EMPLOYEES Approximately 22,000 worldwide

REVENUE $5.3 billion in 2015

60 | CRMUG Magazine

iserv is a global leader in financial services technology solutions. They’re helping more than 13,000 clients worldwide create and deliver experiences for a digital world that’s always on. They provide solutions that enable today’s consumer to move and manage money with ease, speed, and convenience, all at the point of thought.

CRMUG®: How long has Fiserv been providing technology for banks? Fred Wallace (FW): In the early 1980s, our founders came together to form Fiserv. Since their background was the banking industry, they placed focus there and never looked back. Thirty some years later, Fiserv is a global leader in providing financial services technology solutions.

CRMUG: When did Microsoft Dynamics CRM come into that mix? FW: That wasn’t until the late ’90s when our team would consult with banks on how to implement a sales and marketing culture. Back then, banks were struggling with the customer relationship side of their business. They could process deposits and make loans, sure, but they often did not fully understand the extent of their relationships. We realized from our consulting experience that financial institutions wanted a solution to streamline this side of their business. We initially created our own CRM; however, we later determined that we needed an integrated industry platform. We decided on Microsoft Dynamics CRM because of our relationship with Microsoft; when you talk to bankers, they live and breathe in Microsoft’s solution set: Word, Excel, Outlook, PowerPoint. Bankers spend their entire day in there. It made sense to build our intellectual property (IP) on top of Microsoft Dynamics CRM to enhance customer relationship management for banks.

CRMUG: What functionality, specifically for the banking industry, have you added to Microsoft Dynamics CRM? FW: Much of what Fiserv does is in the data. We’re able to give banks a 360-degree view of their customers, as well as those customers’ account relationship to the bank. Fiserv provides details about their accounts, services, and summary views of that data, reflecting the breadth of that relationship. We provide banking specific features as well. For example, when banks evaluate new customers, they need to understand the potential risks of that customer relationship. There are certain types of processes and scrutiny before you can onboard them as a client. Fiserv makes that possible with proprietary features for this as well as onboarding overall, but that is just one example. In addition to customer data, we give banks a 360-degree view across all their business units, allowing them to operate independently yet come together as a whole for analysis. Departments like retail banking or commercial banking may not typically interact, and our product EnAct™ bridges those gaps.

CRMUG: Why is Fiserv the company to work with if you’re a bank? FW: Our people are ex-bankers and/or understand banking systems. When you call on us for help, you are speaking with someone who understands banking and CRM as well. We understand what banks are doing and what they are trying to achieve, as well as what obstacles they are experiencing.

CRMUG: How have you streamlined business processes for banks? FW: While we’ve done so in multiple ways, a good example is that we created unique processes around managing pricing exceptions. Appropriate people need to review and approve exceptions, and furthermore, banks need to show regulators that they have a process in place. Banks are also required to have a process to show they have recorded and addressed customer complaints. With EnAct™, banks can track and demonstrate this process. They can see that a complaint is connected to a specific person or business and addressed in a certain timeframe; every detail they need to see about the process is right in EnAct. We’ve also developed other banking-specific templates leveraging case management and business processes. CRMUG: Where does Fiserv stand in terms of the cloud? How is Dynamics 365 changing things for you? FW: The cloud and Dynamics 365 are exciting developments for the platform. We are researching these as options for our Customers. In the past, bankers have had unique sensitivities with putting information in the cloud, but that sentiment appears to be changing.

CRMUG: What do YOU like most about CRMUG and the community? FW: We were very impressed with Summit 16. It helped us fill a lot of event gaps made over the past year. Not only that, but we also found that it helped our team gain ideas about what direction to take our products and what the future holds for our banking clients. For example, we learned a ton of information on how to onboard wealth management customers versus retail customers as well as gained insight into next generation business processes. CRMUG: Is there anything else Microsoft Dynamics CRM Users should know about Fiserv? FW: Fiserv is an innovate company with many exciting products and services. Our people are located worldwide, which brings unique perspectives to the solutions we provide. Of course, our Customers are the best there are. They make it all possible, and at Fiserv, we strive to earn their trust every day, creating solutions with purpose like EnAct. CRMUG

“In addition to customer data, we give banks a 360-degree view across all their business units, allowing them to operate independently yet come together as a whole for analysis.”

Q1 2017 | 61

OneNote

A Collaborative Tool to Share Your Ideas/Notes

neNote is a great tool for information gathering and multi-User collaboration. It allows Users to share notes with other Users over the internet or network. It’s available as part of Microsoft Office and can be purchased separately, if needed. In OneNote, Users can enter text, create tables, and insert pictures or even insert video recordings. It’s very easy to draw in OneNote or highlight your work. Unlike a Word processor, Users do not need to explicitly save their work (remember all that lost work that you had to retype?). OneNote saves data automatically as the User works, so there’s no lost work – ever. Users can also add a design to OneNote pages. Just choose the page template and get going.) Additionally, you can have multiple “Pages” in one notebook, all with different template styles. Yes, it’s like a notebook where you can have multiple bookmarks for different notes or have different sections/ pages to identify your notes. These pages can be large or small depending upon how many notes you take on that topic. Adding pictures always enhances your work, and you can certainly do that without losing the quality of the picture.

neNote - A collaborative tool to share your ideas/notes

neNote is a great tool for information gathering and multi user collab otes with other users over the internet or using the network.

s available as part of Microsoft Office but can be purchased separate

OneNote, users can enter text, create tables, and insert pictures or e A OneNote Notebook is stored as a folder of “section” files that have the .one extension. ery easy to draw in One Note orsearching highlight your work. Unlike a Word pr OneNote also has good capability and enables you to search the text on any page of the current notebook without clicking on each page. You can also link a note to another note in a different notebook(remember for reference purposes. Users password protect OneNote book or share it with had other xplicitly save their work allcan that losttheirwork that you to r team members to merge their notes. utomatically as the user works so no lost work ever. Export Capabilities Users can export their OneNote page, section, or the whole notebook to a Word document or PDF or to another OneNote notebook. This makes it easy to collaborate with their colleagues on a project or just to share notes among teams. OneNote also has the capability to email notes to your OneNote book. It enables Users to send emails to the Addressme@onenote.com from a pre-specified email ID to have the contents of the email saved to OneNote. OneNote is also available for mobile phones. I haven’t used OneNote on my mobile device yet so can’t speak much to the capabilities there. To start working in OneNote: 1. Start the OneNote application on your laptop. 2. Press Ctrl+N to start a new page. 3. Start typing anywhere on the page, and voila, you are using OneNote. Add pictures, insert tables, insert charts, or just take notes. Most important tip: Do not search for the “save” button. There is no saving in OneNote; it autosaves your page. Trust me, we have all done that.

sers can also add a design to your OneNote pages. Just choose the pa

dditionally, you can have multiple "Pages" in one notebook, all with d ke a notebook where you can have multiple bookmarks for different n ections/pages to identify your notes. These pages can be large or sma otes you take on that topic. Adding pictures always enhances your wo ithout losing the quality ofLinks the picture. Helpful This PCWorld article explains beautifully how to start with OneNote: www.pcworld.com/article/2686026/microsoft-onenote-for-beginners-everything-you-need-to-know. html You can find more detailed tips on OneNote here: aka.ms/onenotetips-ebook CRMUG

62 | CRMUG Magazine

+ + =

Cutting edge Dynamics 365 technologies Collaborative subject matter experts Creating immediate business impact

Opportunity

mcaConnect.com/careers Manufacturing | Energy | Field Services

industry showcase

Media & Entertainment Taking the Stage

ewspapers, ball games, movies, and more! These CRMUG® Members deliver news and amazing lifetime experiences to communities around the world.

Boston Red Sox Boston, MA The Boston Red Sox are an American professional baseball team based in Boston, Massachusetts. The Red Sox compete in Major League Baseball as a member club of the American League East division. The Red Sox have won eight World Series championships and have played in 12.

64 | CRMUG Magazine

Cineplex, Inc. Ontario, Canada Cineplex Inc. (“Cineplex”) is one of Canada’s leading entertainment companies and operates one of the most modern and fully digitized motion picture theatre circuits in the world. Cineplex is headquartered in Toronto, Canada, and operates 165 theatres with 1,683 screens from coast to coast, serving approximately 77 million guests annually.

Coffey Communications Walla Walla, WA With areas of expertise in healthcare content, website design and development, print magazines, e-newsletters, mobile solutions, social media, search engine optimization, and much more, Coffey’s staff is dedicated to helping businesses meet healthcare marketing goals.

Ford Field - Detroit Lions Detroit, MI Ford Field is a multipurpose indoor stadium, primarily used as the home of the Detroit Lions of the National Football League as well as the annual college football Quick Lane Bowl. The team’s entertainment division, DLI Entertainment, has promoted multiple large-scale shows and events at Ford Field over the years.

HarperCollins Christian Publishing Nashville, TN HarperCollins Christian Publishing, Inc. is a worldleading Christian content provider. With nearly 300 years of publishing expertise, the company produces bestselling Bibles, inspirational books, academic resources, and curriculum in both traditional and digital formats.

Houston Texans Houston, TX The Houston Texans are a professional American football team based in Houston, Texas. The Texans first played in 2002 as an expansion team after Houston’s previous franchise, the Houston Oilers, moved to Nashville, Tennessee, where they are now the Tennessee Titans.

Indianapolis Motor Speedway Indianapolis, IN The Indianapolis Motor Speedway (IMS) has played host to some of the biggest names in auto racing history. IMS is also the home of the greatest spectacle in racing... the Indianapolis 500.

Kroenke Sports & Entertainment Denver, CO Kroenke Sports & Entertainment is committed to providing world-class sports and entertainment for both live and broadcast audiences. They celebrate the best in sport and entertainment by recognizing the diversity and human spirit around them, and by working within their community to improve the lives of all those within the community.

New York Yankees Bronx, NY The New York Yankees are an American professional baseball team based in the New York City borough of the Bronx. The Yankees compete in Major League Baseball as a member club of the American League (AL) East division. One of the most successful sports clubs in the world, the Yankees have won 18 division titles, 40 AL pennants, and 27 World Series championships, all of which are MLB records.

PressReader British Columbia, Canada PressReader is the world’s leading digital news and magazine service, offering all-you-can-read digital access to full versions of more than 6,000 top publications from all over the world. Readers can subscribe directly to PressReader, or enjoy access through one of PressReader’s thousands of business partners worldwide – airlines like Qantas, 10,000+ hotels (including brand partners like AccorHotels and Shangri-La), 20,000+ libraries, major cruise lines, restaurants, corporate offices, Uber at the Cannes Film Festival, and many more. PressReader’s content selection includes full versions of titles like The Globe & Mail, FastCompany, Inc., Bloomberg Businessweek, Forbes, Newsweek, USA Today, Washington Post, Los Angeles Times, The Guardian, Vogue, GQ, Elle, Esquire, and Men’s Health.

Star Tribune Minneapolis, MN Star Tribune is the largest media company in the Upper Midwest. The Star Tribune newspaper is read by more than 1.3 million Minneapolis-St. Paul area adults each week, while StarTribune.com is the most-visited Minnesota website, with eight million monthly visitors.

Q1 2017 | 65

G U M R C G U M R C R CR G UG M RM C G U MU CR CR M U R C G G MU M U M CR C G U M R R CR G UG M RM C G U MU CR C G UG R M C G U R G MU M C U M CR C G U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM M M CR C UG U RM CR G C G MU M CR C UG U U C R CR G UG M RM C G U MU R C G UG M RM C G M C G U C G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M M M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C U U C R CR G UG M RM C G U MU R C G UG M RM C G U M R M C G U C G UG M G M RM C U M CR C G U RM R R C UG U R C R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C M U M RM C C G UG M R R CR G C U R M G U C U G M U R C R C G R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG M U C G UG M RM C R C G G M RM C U M CR C G U M R R C UG U R C R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U M C G G M U R C R C G U U R C M G M U M RM C U C G UG M RM C G MU M CR R CR G C U R G U C U G M R C R M RM C G U M CR C UG UG RM R G C G MU M CR C UG U 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RM C G U M CR C UG U RM R G C G MU M CR C M C G M U C R G UG M RM C G U M R C G U M R C U R C M G M U R C G M U C G U M R G U R R C U C R CR G UG M RM C G U MU CR C G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG M U C G UG M RM C G U M R C G U M R C R C G G MU RM C G U M CR C G U M R C UG U RM R U M R C C R CR G UG M RM C G U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U G M M C U G R M U C R C U R C M C G UG M RM C G U M R C G U M R G C G MU M CR C UG U RM CR G C UG MU RM CR G U R C U G M R G M C G U R CR G U R G MU RM C M C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU G M U M CR C G U RM R R G M C G U U C R R CR G UG M RM C G U MU CR C UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR M R G M C U G R M U C U R C G M U C R G M RM C G U M C U M R C G U M R C G U M R C G U M R C G U M CR C G U RM R U G C U R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M CR C G U RM CR G C M G M C G U U R G M R M C U U MU CR CR G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U R C C M U G M R G M C R U M RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C U M R C M R C G U M R C G U M R C G U M R C G U M R C G U M C G U R C U R CR G UG M RM C G U MU R C G UG M RM C G U M R C G U M R C G U M R C G U M R C G U M U C G UG M RM C G U M R C G U M R C G U M R C G R C G G M RM C U M CR C G U M R R G M C UG U R U C R R CR G UG M RM C G U MU CR CR UG UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM M M U C G UG M RM C G U M R C G U M R C G U M R C G U R CR G C U R C M G M U C U G M U R G M C G R U C U R R CR G UG M RM C G U MU CR C G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR M U C G UG M RM C G U M R C G U M R C G U M R C G U M R C G G MU RM C U M CR C G U M R R C UG U R G M U C R G R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU RM CR C M C G M U C R C U R C M G M R C G U M R G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G C UG MU RM CR G UG MU R C G UG M RM C U R U C U R G U M G M G M M R U G M C G U M R R C G U C R U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG U RM CR G C G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR G C UG MU RM CR G C UG MU U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M CR C UG U RM R C G MU RM CR G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM CR G C UG MU M G M U M U R G M C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG U RM CR M G R M C G M U G M U R G M C G R U C R M U C C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG U RM R G C G MU M CR C UG G R M U G M U R C R U C G M U C R G M RM C G U M R C G UG M RM C G U M CR C G U M R C G U M CR C UG U RM R C G MU RM CR U M R C C G U M G U R C G R M U G U R M C R U G M U C R G C U R C G UG M RM C G U M R C G UG M R C G U M R C G U M R C G U M R C G U M R C G G M U R C G U G M R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C UG U RM C M G M U M U R G C R C G U U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG U RM CR G C G MU RM CR C UG M G R M C G M U G M U R C R U C G R M U C R C G C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M CR C UG U RM R C G MU M G R M U G M U R C R C G M U C R C U R C M RM C G U M R C G UG M RM C G U M R C G U M R C G U M R C G U M R G C U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR C UG MU RM G M U R C G U G R C G U M R U C U M R R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM CR G C G MU M CR C M C G M U G M U R C R U C G U M C R U MU R CR G UG M RM C G U MU CR C G UG M R C G U M CR C UG U RM R G C G MU R M G R M C G M U G M U R C R C G M U C R C U R C C G C UG MU RM CR G UG M RM C G C U MU R CR G UG M RM C G U M R C G U M R G G R M U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR C UG U C G U M R G U M U R C G G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U RM CR G C UG MU RM CR M R C G U M R C G U M R C G U M U M R C C G U R C U R CR G UG M RM C G U MU R CR G UG M RM C G U M R C G U M R C G U M C G M U G M U R C R C G U M C R C U R C U MU R CR G UG M RM C G U MU R C G UG M R C G U M R C G U M R G M G M M R U C G U M R R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M CR C UG R U M RM C G U M CR C UG UG RM RM G C G MU M CR C UG U RM CR G C G MU RM CR U M R C C G U M G U R C R U G U M C R G UG M RM C G U M R C G UG M R C G U M CR C UG U RM R G C G G M U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C UG U RM C M G U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M CR C UG M G M M R U C G U M R R C G C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM C G U M R U G M U M RM C G U M CR C G UG RM RM C G U M CR C UG U RM CR G C C G U M R G U M U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR C UG U R G U R C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G MU M CR C M U M U R C R C G U MU CR CR G UG M RM C G U MU CR C UG UG RM R G C G MU M G R M C G M U C G R C U C G C UG MU RM CR G UG M RM C G C U MU CR CR G UG RM RM R G M U R C U M RM C G U M R C G UG M RM C G U M CR C G U C G U M R G U U R C G UG RM RM C G U M CR C UG UG RM R G C G MU M CR U C G U R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM RM C G M M C G M U C R U MU CR CR G UG M RM C G U MU CR C UG UG RM R G M M R U R C G C U M C G C UG MU RM CR G UG M RM C G C U MU CR CR G R G M U R C M RM C G U M R C G UG M RM C G U M C C G U M R U U C G UG RM RM C G U M CR C UG UG RM R G C G U C R C G U M R C U M R CR G UG M RM C G U MU CR CR G UG RM M C G M U R C U MU R CR G UG M RM C G U MU CR C U G R M C G M U R C C G C UG MU RM CR G UG M RM C G C U MU R M RM C G U M CR C UG UG RM RM G C C G U M R U G UG RM RM C G U M CR C UG UG R U R C G U M R C R CR G UG M RM C G U MU CR CR M M U R C G U MU CR CR G UG M RM C G U G M U R C G C C

learn

academy corner

RMUG® Academy is a fantastic way to jump-start your familiarity with Microsoft Dynamics CRM and, now, Dynamics 365. CRMUG reached out to two recent Academy course graduates, Hugo Coello of Trinity Wall Street and Lou Rainaldi of Development Dimension International, to find out why they took an Academy course, how it has helped them in their day-to-day lives, and what advice they have for fellow Users who have yet to take an Academy course.

Hugo Coello

How did you learn about CRMUG Academy?

Why did you register for an Academy course?

How has attending Academy courses helped you in your job?

What advice would you give to a fellow User who hasn’t taken an Academy course?

66 | CRMUG Magazine Applications/ Development Specialist Trinity Wall Street CRMUG Summit, first in Reno and then in Tampa, but I didn’t get a chance to dive into the Academy courses until recently.

Lou Rainaldi

I’m part of the team that provides support of Microsoft Dynamics CRM (and other applications) at Trinity. I wanted to become more knowledgeable about Microsoft Dynamics CRM overall, and I’ve found CRM to be one of those platforms you can never learn enough about. We are nearing the launch of Microsoft Dynamics CRM Online, coming from Microsoft Dynamics CRM 4.0 on-premise. I did some work on the 4.0 platform and as the technical in-house lead, I felt it would be very valuable to have this knowledge under my belt as we transition away from our implementation Partner. We still use our Partner, but now for coaching on more advanced topics.

We rely a good deal on our support Partner when making customizations, etc. and they have been great. With the knowledge gained from the courses though, I feel confident I will be able to better troubleshoot and make changes on my own. Take them! The Black Belt series courses are definitely worth the time, not only to expand one’s knowledge but also to learn about best practices and more. I had an immediate return on the courses, gaining a better and more clear understanding of the many features in Microsoft Dynamics CRM. Right away I was able to help troubleshoot and create new business rules, workflows, and Business Process flows. I also found the reporting modules helpful in better understanding how reports work and what is available from within Microsoft Dynamics CRM Online.

Principal Engineer Development Dimension International

I saw the courses on www.crmug.com and also noticed them during CRMUG Summit in Tampa. I felt it was a good opportunity to attend the course while in Tampa and scheduled the first two parts of the Black Belt series. I was very impressed with what I learned in person and revisited the online courseware for the first two sessions before completing the remaining two.

I feel the Black Belt series is a course that is very well put together and covers a wide variety of functionality. I would highly recommend anyone working with Microsoft Dynamics CRM Online take the courses and complete all of the workshops that are available. Also, I would recommend that people make use of the forums available on www.crmug.com, asking and answering questions. One of the biggest benefits of CRMUG is the large User audience that may have run into similar problems and created the solutions you need.

Interested in learning more about CRMUG Academy? Visit www.crmug.com/engage/academy to see the course listing and register for an upcoming class.

find it?

will highlight

issue of the magazine.

68 | CRMUG Magazine

Congratulations to our Q3 2016 contest

winner. Nick de Bedout of Global

Healthcare Alliance! Nick found the

logo on page 18 of the Q3 2016 issue of

CRMUG® magazine. Let’s play again. Hidden

somewhere between the covers of this

magazine is our CRMUG logo. Can

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18 | CRMUG Magazine

feature

The List MOBILE Solutions at your fingertips

thelistmobile.com Search for the products and services you need with the Mobile version of The List!

Table of Contents Industry.......................Page 70 Horizontal....................Page 71 Services.......................Page 74

The List from The Partner Channel® is your tool for finding the solutions available from Microsoft Dynamics® Partners. Review the various industry, horizontal, and service offerings available and you may just find exactly what you’ve been looking for! The List is unique in that it shares only those solutions and services that work with the Microsoft Dynamics product line. We want you to spend time using the solution, not looking for it. If you have a product or service that you would like included on The List, please contact Jane@thepartnerchannel.com. NOTE: The Partner Channel and Dynamic Communities offers no expressed or implied warranty or guarantee for any of the products included in this directory. Support and quality assurance of these software products and services are solely the responsibility of each Microsoft Dynamics Partner. *Due to the nature of the “classified” format used for The List, Microsoft Dynamics brand guidelines may not have been followed. We encourage Partners NOT to follow the example we are setting!

Industry Cross Industry Solution

INDUSTRY

CALUMO, Inc. www.calumo.com â&#x20AC;˘ 214-387-6030 CALUMO - Reporting, Budgeting & Forecasting CALUMO is THE single tool for reporting, budgeting & forecasting all Accountants love. CALUMO combines web/mobile/ Excel/Word/PowerPoint to create & distribute ad-hoc analysis, reports, dashboards & planning templetes.

Higher Logic www.higherlogic.com â&#x20AC;˘ 202-360-4402 Higher Logic The leading cloud-based community platform used by organizations worldwide to bring people together in secure communities designed to ignite knowledge sharing, drive content creation and solve problems. Joesoftware Inc. www.joesoftware.com â&#x20AC;˘ 780-990-0220 Marshal Comprehensive QHSE application. Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant. KTL Solutions, Inc. www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Business Intelligence (BI) Leveraging SQL Server, SharePoint, and Office on a single platform, Microsoftâ&#x20AC;&#x2122;s BI solution empowers decision-making that moves your business forward. KTL Solutions, Inc. www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 20 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences. Sub-contractor rates to other resellers.

KEY:

Dynamics AX

Dynamics GP

70 | CRMUG Magazine

Liaison Software Corp

Government Contracting

www.liaisonsc.com â&#x20AC;˘ 800-811-4618 ext. 201 NEW: Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales. Attach supporting documentation. Use existing reports (GP report writer, SSRS, Crystal).

Nodus Technologies, Inc. www.nodus.com/products.html â&#x20AC;˘ 909-482-4701 Credit Card Advantage and CRM Charge with PayFabric Securely process credit cards and ACH within Dynamics GP or CRM and store credit card info in a PCI-certified cloud using PayFabric. Includes batch processing & reporting tools. Optional AutoPay and customer portal.

DATABASICS, Inc. 365F

Life Sciences Arbela Technologies www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency. Gain from our experience!

Manufacturing PaperSave www.PaperSave.com â&#x20AC;˘ 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM. Solver www.solverglobal.com â&#x20AC;˘ 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

Arbela Technologies www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency. Gain from our experience!

Bond Consulting Services

Food and Beverage

Blue Horseshoe www.bhsolutions.com â&#x20AC;˘ 317-573-2583 Supply Chain Suite for Dynamics AX Gold Certified ERP Partner providing Tier-1 end-to-end implementation services as well as Industry Leading software to fully optimize your Supply Chain. See what's new in the Supply Chain Suite for Dynamics AX.

Dynamics NAV

Dynamics SL

Dynamics CRM

Professional Services

www.BondConsultingServices.com 562-988-3451 Microsoft Dynamics ERP & CRM Solutions for Manufacturing & Distribution The go-to team of trusted advisors moving you forward with Microsoft Dynamics ERP and CRM solutions for SMB and Enterprise.

www.data-basics.com â&#x20AC;˘ 800-599-0434 NEW: DATABASICS Time, Expense & Invoice Reporting â&#x20AC;&#x201D; Employee Management Solutions Global, Mobile & Easy, Travel Expense, Timesheet & Leave Mgmt. processing. Streamline Projects, DCAA, Budget Tracking Reqs w/ a single solution. JOVACO Solutions Inc. www.jovaco.com 888-988-3535 ext. 122 JOVACO Project Suite Project management solution with a project accounting module, web-based time & expense application and planning tool. Top features: extensive reporting, multi-company & currency, integration to SOP, POP & inventory.

Retail Arbela Technologies www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency. Gain from our experience!

Staffing/Recruiting Dynamics ATS www.DynamicsATS.com â&#x20AC;˘ 855-726-6661 Applicant Tracking System for Microsoft Dynamics CRM Quickly locate and attract talent, improve candidate experience, collaborate, make better decisions, efficiently manage the entire talent acquisition process & generate insightful reporting. Joesoftware Inc. www.joesoftware.com â&#x20AC;˘ 780-990-0220 Recruitment Accelerator Web-based recruiting mgmt, resume collection & on-boarding accelerator.

Liaison Software Corp www.liaisonsc.com â&#x20AC;˘ 800-811-4618 ext. 201 NEW: Liaison Messenger EDD Batch email, fax, print, archive Invoices, Statements, Sales Orders, Purchase Orders to customers, vendors, sales. Attach supporting documentation. Use existing reports (GP report writer, SSRS, Crystal).

Online Trial Available

Mobile Enabled 365 Dynamics 365 3650 Dynamics 365 for Operations 365F Dynamics 365 for Financials

Horizontal Customer Relationship Management

Analytics Arbela Technologies www.arbelatech.com â&#x20AC;˘ 949-291-4777 Arbela Technologies Our specialties can align with all your industry-specific and evolving business needs. With minimum customizations, we tailor AX and CRM to effectively reduce costs and improve efficiency. Gain from our experience!

DataSelf www.dataself.com â&#x20AC;˘ 888-910-9802 DataSelf Analytics Tableau, a data warehouse and 5,000 KPIs for Dynamics ERP/CRM.

Budgeting

CALUMO, Inc.

www.halobi.com â&#x20AC;˘ 888-300-0219 Halo BI Analytics and BI platform for self-service supply chain planning and data discovery. Enterprise scaled, rapidly implemented, data secured. Analyze, decide and plan faster than ever before. See demo live on halobi.com KTL Solutions, Inc. www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Business Intelligence (BI) Leveraging SQL Server, SharePoint, and Office on a single platform, Microsoftâ&#x20AC;&#x2122;s BI solution empowers decision-making that moves your business forward. Solver www.solverglobal.com â&#x20AC;˘ 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

Collaboration Platform

Higher Logic

Solver www.solverglobal.com â&#x20AC;˘ 310-691-5300 Solver - BI360 Suite Both Excel & Web-based Financial & Operational Reporting, Budgeting, Dashboards, & a pre-configured Data Warehouse w/ direct integration to Microsoft Dynamics.

Business Intelligence

www.calumo.com â&#x20AC;˘ 214-387-6030 CALUMO - Reporting, Budgeting & Forecasting CALUMO is THE single tool for reporting, budgeting & forecasting all Accountants love. CALUMO combines web/mobile/ Excel/Word/PowerPoint to create & distribute ad-hoc analysis, reports, dashboards & planning templetes

DataSelf www.dataself.com â&#x20AC;˘ 888-910-9802 DataSelf Analytics Tableau, a data warehouse and 5,000 KPIs for Dynamics ERP/CRM.

Dynamics AX

Credit Card/Check Processing

Century Business Solutions

CALUMO, Inc.

KEY:

www.higherlogic.com â&#x20AC;˘ 202-360-4402 Higher Logic The leading cloud-based community platform used by organizations worldwide to bring people together in secure communities designed to ignite knowledge sharing, drive content creation and solve problems.

Dynamics GP

Nodus Technologies, Inc. www.nodus.com/products.html 909-482-4701 Credit Card Advantage and CRM Charge with PayFabric Securely process credit cards and ACH within Dynamics GP or CRM and store credit card info in a PCI-certified cloud using PayFabric. Includes batch processing & reporting tools. Optional AutoPay and customer portal.

Dynamics NAV

Dynamics SL

Dynamics CRM

E-commerce

Avalara, Inc. Visionary Software Consulting, Inc. crm-rules.com â&#x20AC;˘ 877-276-1942 CRM Rules for Microsoft Dynamics CRM Add JavaScript to CRM forms w/o coding. More powerful than Business Rules.

Distribution

www.info.avalara.com/TheList â&#x20AC;˘ 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complexity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certificate management, filing and remittance solution for Microsoft Dynamics.

Century Business Solutions www.ebizcharge.com/ â&#x20AC;˘ 888-500-7798 NEW: EBizCharge for Microsoft Dynamics Process payments in CRM, NAV and GP using the secure payment gateway EBizCharge. Unlimited batch history and reports. Online bill pay portal. Clarity Ventures 365

Document Management

www.ebizcharge.com/ â&#x20AC;˘ 888-500-7798 NEW: EBizCharge for Microsoft Dynamics Process payments in CRM, NAV and GP using the secure payment gateway EBizCharge. Unlimited batch history and reports. Online bill pay portal.

PaperSave www.PaperSave.com â&#x20AC;˘ 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

Online Trial Available

www.clarity-ventures.com/ecommerce 800-928-8160 NEW: Clarity eCommerce Fully custom, scalable enterprise eCommerce integrated with Dynamics for the best possible digital experience. Built in customized reporting, SEO, business intelligence and comprehensive administration features.

k-eCommerce www.k-eCommerce.com â&#x20AC;˘ 855-k-eCommerce k-eCommerce A versatile, integrated B2B, B2C and Sales Portal eCommerce solution deployed in our PCI DSS certified cloud or on premise. Built-in CMS with SEO, responsive design, multilingual/ multicurrency.

3650 Vertex SMB www.VertexSMB.com/TheList â&#x20AC;˘ 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

Mobile Enabled 365 Dynamics 365 3650 Dynamics 365 for Operations 365F Dynamics 365 for Financials

Q1 2017 | 71

HORIZONTAL

Halo BI

Encore Business Solutions www.swiftrm.com â&#x20AC;˘ 888-898-4330 SwiftRM Your express route to relationship management in the cloud! A pre-configured Dynamics CRM environment designed for ease of use and deployed in 3 days. Priced on a per user/month basis, starting at $65.

Electronic Document Delivery (Email)/Faxing

Expense Solutions

DATABASICS, Inc. 365F

HORIZONTAL

Job Costing

Reporting

JOVACO Solutions Inc. www.jovaco.com â&#x20AC;˘ 888-988-3535 ext. 122 JOVACO Project Suite Project management solution with a project accounting module, web-based time & expense application and planning tool. Top features: extensive reporting, multi-company & currency, integration to SOP, POP & inventory

Occupational Health & Safety Joesoftware Inc. www.joesoftware.com â&#x20AC;˘ 780-990-0220 Marshal Comprehensive QHSE application. Incident management, employee safety data, training/certifications, jobsite hazard assessments, procedure automation and more. OHSA COR PIR compliant.

Portals DynamicPoint www.dynamicpoint.com â&#x20AC;˘ 844-396-7647 SharePoint Vendor & Customer Portals for Dynamics GP & NAV Portals built exclusively for Dynamics GP & NAV deliver a seamlessly integrated & highly secure extranet providing access to profile data, sales/purchase orders, payment status and more for 24/7 self-service support.

Human Resource Applicant Tracking System Dynamics ATS www.DynamicsATS.com â&#x20AC;˘ 855-726-6661 Applicant Tracking System for Microsoft Dynamics CRM Quickly locate and attract talent, improve candidate experience, collaborate, make better decisions, efficiently manage the entire talent acquisition process & generate insightful reporting.

Invoicing Enhancement

Century Business Solutions

The Portal Connector www.crmportalconnector.com/ â&#x20AC;˘ 705-726-2966 The Portal Connector for Dynamics CRM Itâ&#x20AC;&#x2122;s easy to use and does not require developers to implement or manage. Just drag and drop to build scalable, secure Portal Solutions!

Dynamics AX

Dynamics GP

72 | CRMUG Magazine

Sales Engagement Tools

Komiko www.komiko.com â&#x20AC;˘ 425-505-1808 NEW: Komiko Komiko captures emails, documents & events from Outlook/Gmail, and organizes the data to fuel your CRM, quantifying engagement and providing rich insights to help accelerate opportunities in your sales pipeline.

Crowe Horwath LLP www.ablebridge.com/products-projectmanagement.htm â&#x20AC;˘ 877-600-2253 Project Management for Microsoft Dynamics CRM Powerful yet simple end to end Project Management integrated to MS CRM. JOVACO Solutions Inc. www.jovaco.com â&#x20AC;˘ 888-988-3535 ext. 122 JOVACO Project Suite Project management solution with a project accounting module, web-based time & expense application and planning tool. Top features: extensive reporting, multi-company & currency, integration to SOP, POP & inventory

Dynamics NAV

Dynamics CRM

Sales Order Processing Enhancement

Liaison Software Corp

System Enhancement

Crowe Horwath LLP www.ablebridge.com/editable-crm-grid.htm 877-600-2253 EditAble CRM Grid for Microsoft Dynamics CRM Transform forms/views w/inline editing, grouping, calculations & more.

Tax

Sales Tax Avalara, Inc. Avalara, Inc. www.info.avalara.com/TheList â&#x20AC;˘ 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complexity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certificate management, filing and remittance solution for Microsoft Dynamics.

Dynamics SL

Supply Chain Management

Halo BI www.halobi.com â&#x20AC;˘ 888-300-0219 Halo BI Analytics and BI platform for self-service supply chain planning and data discovery. Enterprise scaled, rapidly implemented, data secured. Analyze, decide and plan faster than ever before. See demo live on halobi.com

Project Accounting

KEY:

CALUMO, Inc.

3650 Vertex SMB www.VertexSMB.com/TheList â&#x20AC;˘ 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

Online Trial Available

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3650 Vertex SMB www.VertexSMB.com/TheList â&#x20AC;˘ 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

Time and Attendance

DATABASICS, Inc. 365F

Travel Expense Management

Workflow / Notifications

DATABASICS, Inc.

Gorilla Expense www.gorillaexpense.com â&#x20AC;˘ 877-973-6737 Gorilla Expense Gorilla Expense time & expense solution includes mobile apps, corp. credit card integration, project accounting, multicurrency, VAT/GST capture & integration with GP, NAV, AX & SL. Can be deployed as SaaS or On-Prem JOVACO Solutions Inc. www.jovaco.com/en/product-overview/ jovaco-project-suite/time-and-expense-tedi/ 888-988-3535 ext. 122 TEDI Time & Expense Web-based and mobile-friendly time and expense application integrated to Dynamics GP, with comment and attachment features, multi-currency support, multiple-approver capabilities and automated alerts and reminders.

365F

HORIZONTAL

Nothing butâ&#x20AC;Ś for The List!

KEY:

Dynamics AX

Dynamics GP

Dynamics NAV

Dynamics SL

Dynamics CRM

Hear direct from users and Partners who use The List:

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Online Trial Available

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Services .NET Development KTL Solutions, Inc. www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 20 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences. Sub-contractor rates to other resellers.

Application Service Provider/Hosting

Azure Managed Cloud Services

CRM/ERP Integration Services

WatServ

Vertical Lift Business Solutions

The Partner Marketing Group 365 365F

365F 3650

www.watserv.com â&#x20AC;˘ 866-531-2598 Ext: 2311 Global leader of Hosted Managed Services for Dyanmics ERP & CRM Offering Private, Hybrid, & Azure hosted managed services with 24-7-365 world class global support for customers of all sizes and complexities.

Cloud Computing

Custom Development

MG Technology Group www.mgtechgroup.com/about-us/ partner-program/ â&#x20AC;˘ 866-350-9310 Dedicated Dynamics ERP Hosting Services - 99.999% SLA, SSAE16 13+ years experience, you own the customer relationship, 100% US support.

Njevity, Inc. www.njevitytogo.com â&#x20AC;˘ 720-870-9700 Your Customers, Your Brand, Our Cloud Expertise NjevityToGo, the most trusted Cloud Partner of the Dynamics Community, provides our Partners Exceptional Cloud Experiences. Also, check out our amazing new SaaS offering powered by Azure at www.PowerGPOnline.com.

RoseASP www.roseasp.com â&#x20AC;˘ 858-794-9403 RoseASP Hosted Microsoft Dynamics on Azure/ Private/Hybrid Cloud Solutions. Comprehensive pricing model for SPLA/Subscription Licensing - financially backed uptime guarantee. SSAE-16 data centers, SOX, HIPAA, FDA Compliancy.

WatServ

SERVICES

365F 3650

www.verticalliftbsi.com â&#x20AC;˘ 416-848-0317 NEW: Vertical Lift Business Solutions Inc Get more value from your CRM & ERP Financial investments and avoid costly errors. We specialize in integrating these two critical systems. Call us for more info.

Data Resolution, LLC www.dataresolution.net â&#x20AC;˘ 877-878-9108 ERP Clouds Data Resolution is dedicated to delivering private ERP & CRM cloud services branded as the partners brand. We keep all of our cloud customers optimized & working 24 hours a day, worldwide for the last 15 years.

Myappsanywhere www.myappsanywhere.com â&#x20AC;˘ 888-636-HOST Premier Cloud Computing Provider Myappsanywhere delivers an integrated suite of cloud-based Microsoft Dynamics and ISV applications, including 99.999% uptime, customizations and secure storage in its privately owned, SSAE 16 data center facilities.

KTL Solutions, Inc. www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Custom Development We are a certified .Net and Dexterity development group with over 15 years experience. Provide us with your requirements for a free estimate.

Dexterity Development KTL Solutions, Inc. www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 20 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences. Sub-contractor rates to other resellers.

www.thepartnermarketinggroup.com 605-574-9432 Microsoft Approved Vendor for Dynamics Marketing Consulting From strategic marketing plan development to the critical daily execution, this Microsoft experienced team can help fill your sales pipeline. Tornado Marketing, Inc. www.tornado-marketing.com 608-213-0377 Marketing Consulting Tornado Marketing offers high-impact, highly effective marketing consulting & copywriting. 15+ years in the channel.

Member Organizations ERP Software Blog 365

www.groupbloggers.com â&#x20AC;˘ 888-800-0999 ERP Software Blog/ CRM Software Blog Group blog sites for VAR/ISV partners to increase SEO, web traffic,leads

OnDemand Trials

Implementation Services

Bond Consulting Services www.BondConsultingServices.com 562-988-3451 Custom ERP & CRM Solutions That Streamline Your Business Processes The go-to team of trusted advisors moving you forward with Microsoft Dynamics ERP and CRM solutions for SMB and Enterprise.

Marketing Planning & Services Looking Glass Marketing www.lookingglassmarketing.com 614-453-5927 Cost-effective Marketing Solutions for Microsoft Dynamics Partners Award-winning outsourced marketing services including lead generation, nurture marketing, email marketing, web design/SEO, content development.

RoseASP www.goERPcloud.com â&#x20AC;˘ 855-ERP-CLOUD ERP Cloud Trials Test drive preconfigured Microsoft Dynamics industry specific demo environments with integrated ISV solutions built for the web. goERPcloud trials help users understand the power of Dynamics and the cloud.

Sales Tax Management Service

Avalara, Inc. www.info.avalara.com/TheList â&#x20AC;˘ 877-780-4848 Avalara for Sales Tax Automation Automate and eliminate the complexity of sales tax management with Avalara. A cloud-based sales and use tax calculation, exemption certificate management, filing and remittance solution for Microsoft Dynamics.

WatServ 365F 3650

KEY:

Dynamics AX

Dynamics GP

74 | CRMUG Magazine

Dynamics NAV

Dynamics SL

Dynamics CRM

Online Trial Available

3650 Vertex SMB www.VertexSMB.com/TheList â&#x20AC;˘ 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

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SharePoint Development DynamicPoint www.dynamicpoint.com â&#x20AC;˘ 844-396-7647 Exclusive Source for Microsoft Dynamics & SharePoint Integration Portals, Business Automation & Custom Products integrated with Dynamics.

Web Development

Upgrades

Clarity Ventures 365

InterDyn BMI www.interdynbmi.com â&#x20AC;˘ 866-264-3249 InterDyn BMI Microsoft Gold Certified provider of innovative solutions for over 30 years.

Software Development Consulting KTL Solutions, Inc. www.ktlsolutions.com â&#x20AC;˘ 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 20 yrs developing GP customizations (Dexterity, .Net), Source Code Developers, Experts with CRM/xRM as a platform creating customized experiences. Sub-contractor rates to other resellers.

Writing/Documentation Services The Partner Marketing Group www.thepartnermarketinggroup.com 605-574-9432 Blogs, Case Studies, Infographics, Websites Use 'content marketing' to build your brand and drive prospects into your sales pipeline.

Have The List help you like it helps Data Masons Software: â&#x20AC;&#x153;Data Masons finds The List as a â&#x20AC;&#x153;must haveâ&#x20AC;? for Microsoft Dynamics Customers. If you are looking for an ISV solution to round out your Microsoft Dynamics ERP investment, there is only one all-inclusive source for this to date; The List.â&#x20AC;? Dennis Bruce Data Masons Software

SERVICES

KEY:

Dynamics AX

Dynamics GP

Dynamics NAV

Dynamics SL

Dynamics CRM

Online Trial Available

Mobile Enabled 365 Dynamics 365 3650 Dynamics 365 for Operations 365F Dynamics 365 for Financials

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