2016 Q1

Q1 2016

WWW.CRMUG.COM

Getting on the Right Path

Practical Takeaways from

CRMUG SUMMIT The Engaged

CUSTOMER

ADOPTION ESSENTIALS

www.tribridge.com

connect@tribridge.com

(877) 744-1360

contents Q1 2016

www.crmug.com

Tweet It! What is your favorite volunteer activity in the CRMUG® community?

Share your thoughts on Twitter #CRMUG.

Q1 2016

In Every Issue 5

From the Director

7

Events

8

Meet Your Peers

10

Chapter News

13

Welcome to Our New Members

18

Focus on Education

20

As Seen on the Web

21

Word Find

27

On Topic

30

Academy Corner

31

Logo Contest

39

Name That Photo Contest

44

Volunteer of the Quarter: Patrick Wright

45

The CRM List, from The Partner Channel

WWW.CRMUG.COM

Getting on the Right Path

Practical Takeaways from

CRMUG SUMMIT The Engaged

CUSTOMER

Advertiser Index ClickDimensions. . . . . . . . . . . . . . . . . 29

Features

Cobalt . . . . . . . . . . . . . . . . . . . . . . . . . 23

12

User Member Showcase Hastings Air Energy Control

CRMUG Summit . . . . . . . . . . . . . . 19, 38

14

The Engaged Customer

22

Microsoft Member Showcase Mike Gast

24

Sitting Down with the CRMUG Medics

28

Tips & Tricks Helping Hands from CRMUG Collaborate

32

Industry Showcase Nonprofit

34

Recapping CRMUG Summit 2015

40

The Meeting of the Marketing Minds

42

ISV Partner Member Showcase Thomson Reuters

Experlogix, Inc.. . . . . . . . . . . . . . . . . . 26 Magenium Solutions. . . . . . . . . . . . . . 37 Peak Engagement . . . . . . . . . . . . . . . . 6 PowerObjects . . . . . . . . . . . . . . . . . . . 52 Resco.net . . . . . . . . . . . . . . . . . . . . . . . 4 Rockton Software. . . . . . . . . . . . . . . . 17 Tribridge . . . . . . . . . . . . . . . . . . . . . . . . 2

Q1 2016 | 3

More than 1,000 companies are mobile. Is yours?

Over 1,000 corporations with more than 40,000 thousand of users rely on Resco Mobile CRM every day. They need a tool that does exactly what they need it to do—anywhere, anytime and immediately, with or without an Internet connection.

Join them and discover the benefits of Mobile CRM.

Resco Mobile CRM for Microsoft Dynamics CRM Popular features include (but are not limited to):

!

Resco.net, Inc. // www.resco.net // Phone +1 (617) 336-7238 // mobilecrm@resco.net

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

letter

Goingfrom to the the Next Level... crmug director Sherry Linares

CRMUG: Rooted in Good Will and Altruism

Tony Stein

or the sake of sounding corny, I’d tell you casually that this edition of the magazine – the CRMUG® Summit 2015 recap edition – could be a novel considering all the awesomeness that was shared at this year’s event in Reno. However, for the sake of being sincere, I can tell you with confidence that the novel approach isn’t far off. What makes Summit so amazing is that it brings together a collective group of people founded in and driven by what I believe to be a rooted cause of good will and altruism.

I alluded to as much during a Summit general session while Facetiming my father in the middle of corn harvest (yes, this happened live at the event) who himself has benefited from peers and others like him impassioned to help and to pay it forward to serve others in their community. Randy Arneson, a now retired farmer, was our subject example who has been exemplifying this element of community for others like him for the better part of 50 years!

F

What I glean from the photos above is that even as technology changes, the sentiment of good will and altruism continues to drive forward. It is fundamentally the people that define our experiences within community. CRMUG Summit showcased this with 119 speakers (the Randys of CRMUG) and more than 800 attendees. The learning, sharing, and connecting at CRMUG Summit in the Microsoft Dynamics CRM space is second to none. This association of Users continues to thrive, and I’m constantly reminded of what drives our “for User, by User” success with Microsoft Dynamics CRM: It is rooted in good will and altruism.

Thank you for sharing at Summit. Thank you for answering a peer’s question. Thank you for discussing CRM User adoption over lunch. Thank you for showing others how to effectively use business rules. Thank you for simply helping one another be more productive and for allowing others to find more success in using Microsoft Dynamics CRM. These sentiments are abundant throughout CRMUG and particularly at CRMUG Summit. So lean in a little, engage, and take advantage of that good-natured CRM learning from others like you!

Here’s to a great 2016,

Tony Stein CRMUG Director

Q1 2016 | 5

Drive deeper engagement for your brand by simplifying complex business processes through Peak Engagement’s VROXWLRQV 3HDN 3RUWDOV RU 3HDN 1)3 QRW IRU SURÀW WKDW DUH easy for your company and the end user to use.

Join us at the

of engagement!

peak

Start your free 30-day trial. www.peakengagement.com

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

events sessions meetings courses

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.

CRMUG Academy Pre-Conference Training CRMUG Summit 2016

October 10-11, 2016 | Tampa, FL

www.crmugsummit.com

October 11-14, 2016 | Tampa, FL

www.crmugsummit.com

CRMUG European Congress 2016

May 9-10, 2016 | Stuttgart, Germany www.crmugcongress.com

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

Q1 2016 | 7

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

peers meet your crmug peers

CRMUG® was pleased to recognize a new roster of All Stars at CRMUG Summit 2015 and reached out to them to get their thoughts on what this status means to them as well as their greatest takeaway from this year’s event.

Adam Rose COMPANY ImageSoft, Inc. TITLE sales operations manager EMAIL Arose@ imagesoftinc.com

What does it mean to you to be named an All Star?

I volunteer as a means of giving back to the User group community that has been such a blessing to me. I would like to share this recognition with everyone who I have worked with or has supported me in CRMUG, and I highly encourage anyone thinking of volunteering to take the first step forward; it is well worth it!

What was your greatest takeaway from Summit 2015?

As with every Summit, my greatest takeaways are the people I meet. Every year I meet innovative people with creative ideas for solving problems, and they inspire me.

From those conversations I will definitely be taking a closer look at Office 365 and an upgrade to Microsoft Dynamics CRM 2015/2016.

Christopher Cognetta COMPANY Tribridge TITLE Microsoft Dynamics CRM MVP director, COE/client field engineering EMAIL Chris.cognetta@ tribridge.com

8 | CRMUG Magazine

What does it mean to you to be named an All Star?

When I started on my CRM journey, my desire was not to become an MVP or All Star.

My mission was to help our Customers succeed and the industry we love evolve. It’s an exciting time to be in the CRM space, and the future is even brighter. Being a CRMUG All Star and Medic gives me the channel and platform to engage with Customers and Users all over the world. Being acknowledged for helping others provides me with a great sense of accomplishment, leaving me even more determined to continue my mission.

What was your greatest takeaway from Summit 2015?

Not only the growth of the conference and direction of the product, but also the amount of Users wanting to help other Users and how Summit, and your forums, help make that possible.

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

peers meet your crmug peers

Gretchen Opferkew COMPANY PowerObjects TITLE CRM MVP director of education EMAIL Gretchen@ powerobjects.com

What does it mean to you to be named an All Star?

This award is such an honor and makes me feel that my contributions to the CRMUG community are helpful. The community has become such an inspiring and energizing environment, and my hope is to inspire others to get involved in speaking, writing, and sharing their knowledge. It helps us all continue our lifetime of learning.

What was your greatest takeaway from Summit 2015?

My passion is training and User adoption. There were so many great sessions on this topic that the crowd was just buzzing about all the insights that were shared. In sessions where I was speaking, it was exciting to hear people raising their hands just to share something they had learned in another session. CRMUG Summit continues to be bigger and better every year, and I think that is indicative of the value people are getting by learning from their peers.

Kylie Kiser COMPANY Financial Services Firm TITLE supervisor, CRM system EMAIL Kylie.kiser@ ricedelman.com

What does it mean to you to be named an All Star?

It is such an honor to even be nominated with this great group of people! It is nice to know that my contributions to Collaborate and the Washington, DC chapter are making a difference in the community.

What was your greatest takeaway from Summit 2015?

Upgrading only gets more complicated the longer you wait! I also heard a great tip which was to use the custom help links to link to a SharePoint folder of short videos about how to use that entity. And of course, the great networking!

Q1 2016 | 9

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

news c h a p t e r

ne w s

The London chapter has hit its groove! More than 100 “Microsoft Dynamics CRM enthusiasts” (chapter leader Adam Vero’s words) came together for the November 2015 meeting, an event that was the largest in more than two years and featured more content, MVP presence, and Microsoft team members than ever before. The reward? The best feedback scores ever!

“I fully expect us to smash all previous records at some point during 2016,” says Adam. “We track feedback for every session to help us ensure we deliver exactly what our audience wants. We then pass on the session feedback scores, along with audience comments, praise, and points for improvement to each speaker, many of whom are Customers or others who are presenting to a large group for the first time.”

In November, the chapter collected 1,139 numerical scores as part of that feedback, plus other information such as the Microsoft Dynamics CRM version attendees are using and general comments.

All of this information is then fed into the planning process for the next event to help make sure they are hitting the mark on content.

Chapter

HIGHLIGHTS 10 | CRMUG Magazine

» The above group photo was taken by MVP Scott Durow during the interactive breakout session on “testing”. Scott was chairing this panel session and asked his panelists to join the audience for a photo to show how much they love Microsoft Dynamics CRM (and testing).

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

news c h a p t e r

ne w s

Chapter to Watch

UNITED KINGDOM Chapter Leader Adam Vero MVP and co-founder of CRM Masters Ltd Adam.vero@meteorit.co.uk

“Organizing, promoting, and running such large events is definitely a team effort, and our Members owe a lot to Scott Durow, Andrew Bibby, and Paul Ince for everything they do to help our community,” says Adam.

Speaking of that community, Member organizations in this chapter are “household names” and include charities, housing associations, universities, local councils, and membership organizations. The commercial sector is also well-represented, from large and small banking, investment, and insurance firms to manufacturing and travel companies – even a soccer club!

In order to keep those Members in the know, the chapter created a blog (http://CRMUG.UK), Facebook page (fb.com/CRMUGUK), and Twitter handle (@CRMUGUK), where they post news about upcoming events as well as cast a net for meeting content.

“We want to make it really easy for Members to keep up to date with what is going on through their preferred channel,” says Adam. “We always need more content and more speakers, so if anyone has a story to tell or some valuable experience to share, we would love to hear from you!”

» In 2015 alone, the UK chapter saw attendees from more than 100 different organizations. » One of the chapter’s favored activities is a social event (usually at a pub) the night before their meeting.

CRMUG

Chapter

HIGHLIGHTS

Q1 2016 | 11

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

user member showcase

Hastings Air Energy Control

H

COMPANY Hastings Air Energy Control INTERVIEWEE Pat Kleser, Microsoft Dynamics CRM and Microsoft Dynamics GP implementation manager and accounting manager HEADQUARTERS New Berlin, Wisconsin PHONE 800-236-8450 WEBSITE www.hastingsair.com ESTABLISHED 1969 MICROSOFT DYNAMICS CRM USER SINCE 2007 NUMBER OF USERS 40 MICROSOFT DYNAMICS CRM VERSION Microsoft Dynamics CRM 2011 (On-premise)

astings Air Energy Control is a fullservice provider of dust collectors, air cleaners, vehicle exhaust removal systems, and money-saving controls for process ventilation. The company specializes in wet (scrubber) and dry dust containment booths and downdraft tables, welder training booths, large bay ambient collection systems, and countless sizes and lengths of extraction arms and boom-arm combinations.

Upgrades and Integration for 2016 In addition to selling equipment that cleans air in the workplace, Hastings Air Energy Control installs and services the equipment for their clients. They leverage Microsoft Dynamics CRM for their sales force, for the most part, and have implemented Experlogix to assist with sales quotes. They use Microsoft Dynamics CRM for their field services needs as well and are trying to stay away from too many customizations. “Customizations make things more difficult, especially as we’re planning an upgrade in the near future,” says Pat Kleser, Microsoft Dynamics CRM and Microsoft Dynamics GP implementation manager and accounting manager.

Hastings Air Energy Control also uses Microsoft Dynamics GP for the accounting side of things, but the two solutions are not yet integrated. “There is a major demand for integration,” Pat shares, “but we are planning to upgrade the solutions first as we don’t want to go through the integration process twice.”

The one major goal of integrating Microsoft Dynamics GP and Microsoft Dynamics CRM is to have current information in both systems at all times. “It’s very difficult to keep both systems upto-date right now, and valid customer information is very important to how we do business,” Pat explains. “Sales representatives need to see payment terms, credit limits, freight carrier preferences, and purchase history all within Microsoft Dynamics CRM. Once the two solutions are integrated, we can have more confidence in our data.”

Hard Lessons Learned Hastings Air Energy Control did a complete overhaul from Goldmine to Microsoft Dynamics 12 | CRMUG Magazine

CRM back in 2007 despite the advice they kept hearing to start out slow. “We heard it over and over again, but the fact is, we didn’t really have a choice,” Pat recalls.

They had outgrown the Goldmine functionality but could not attempt a phased implementation of Microsoft Dynamics CRM because there were so many processes that affected each other. “In order to make any of it usable, we threw it all on our Users at once,” Pat continues. “It made User adoption very difficult.”

Having gone through it the hard way, Pat and her team learned a few things in the process. “Don’t overshow people how to do things in Microsoft Dynamics CRM. There are so many ways to do the same thing, and when you show Users every way, they get lost. Limit it to one or two before you lose them.” she explains. “Make sure to have representation from all areas in the company when it comes to a particular function or field. What may help one department may actually hamper the other.”

A Healthy Addiction While Pat tries to attend her local chapter meetings, she is addicted to the webinars. Even though she doesn’t get to attend as many live events as she would like, she accesses the on-demand versions whenever she has questions or undergoes a specific project for Microsoft Dynamics CRM. “I am basically the support desk for all the Users in my company. I learn it, train it, and document it. The webinars share such wonderful ideas of how to use Microsoft Dynamics CRM better that I don’t want to miss any of them,” Pat concludes.

CRMUG

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

members welcome to our new members

Welcome to the new Members who have invested in CRMUG® 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 1888 Mills, LLC Abcam plc ABRA Auto Body & Glass ACCA Advanced Fresh Concepts AG Insurance Alliance Health American Heart Association Amway AQA Education Limited Association of American Universities AXA BE BCN Services, Inc. Blue Cross Blue Shield of Louisiana Brandywine Global Investment Management, LLC California Hospital Association California School Boards Association Cambridge International Canadian Transportation Agency CareSource Carter Control Systems, Inc CB&I CBMC, Inc. Century Martial Arts Chart Your Biz Inc. CMC Group CompassHoldings, Inc. CompTIA Compugen Inc

Diatech Oncology Digital Ally Dimensional Fund Advisors Disability Rights California Ditch Witch Dolese Bros. Co. East View Companies Ecole Supérieure Privée d’Ingénierie et de Technologies Ennis-Flint EWEA Family Office Exchange Fort Pitt Capital Group George’s Inc Global Healthcare Alliance Green Bay Packaging Inc. GRI Hardware Specialty Co., Inc. Hartwig Heat and Control, Inc. Holmes Corporation Horn Plastics, Inc. Houston Texans IDRC / CRDI Infinity Insurance Co InfoComm International Insight Technology International Institute of Business Analysis IPC ITG Kemper System America Inc Kiddie Academy

Lockton Affinity Log House Foods LSU AgCenter Luck Companies Medica Medical Society of Virginia Merj Metal-Era, Inc. Michigan Virtual University Microsemi Corporation Microsoft Dynamics Career Connect Bootcamp New Horizons Computer Learning Centers, Inc. Northern Illinois University Northwestern Mutual NPL Oneblood, Inc Open Doors UK&I Opus One Winery PetChatz Peterson Pacific Corp.

Phillips-Medisize Power-Mark Resources Pratt & Whitney Premier Tech Principal Global Investors Qosina Corp Rain For Rent Rainmaker Marketing Red River Computer Company RETTEW Robbins Resource

Management Rockland Immunochemicals Roxville Technology Inc. SDN Communications Service Radio SIAA, Inc. Simpson Technologies Corporation Skye Group Smartbridge Software Engineering Institute - Carnegie Mellon University SRF Publishers Strato Surgent Professional Education Synapse Wireless, Inc T.D. Williamson, Inc. Tacoma Goodwill Industries TempurSealy Inc. The American Board of Anesthesiology, Inc. The Institute of Internal Auditors (The IIA, Inc) The Learning Experience The Royal Canadian Legion Three D Metals, Inc. Torray LLC Town & Country Housing Group Wellmark Blue Cross and Blue Shield Wilton Brands, LLC Wood Group Mustang WR Grace

New Partner Members Arctic IT Aspect Software Avanade Becker Consulting Services

CDLV Professional Consulting Services Inc. Cloudriven Oy Coffee + Dunn CRM Plus Ltd

Dynamics Edge, Inc. Enterprise Ventures Corporation Fiserv Solutions Genbil Software IOTAP

Neudesic NexusTek ReQlogic Zealyx, Inc.

Meet one of our newest Members...

Founded in 1984 and headquartered in Brooklyn Park, Minnesota, ABRA is a leading provider of vehicle repair services specializing in collision repair, paintless dent removal, and auto glass repair and replacement. ABRA’s mission is to be the best auto body and glass company in America by providing quality repairs, in a timely manner, with friendly, helpful service.

Visit www.abraauto.com to learn more.

“I’m excited about our CRMUG membership as implementing Microsoft Dynamics CRM to support our new sales process is an important growth initiative for ABRA,” says Bill Van Cleaf, web systems manager for ABRA. “I’m new to Microsoft Dynamics, and as one of the primary administrators, it can sometimes feel like a tall mountain to climb. Being part of a community that is committed to helping one another succeed has made this journey a bit easier.”

CRMUG Q1 2016 | 13

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

feature

THE BUILDING BLOCKS OF CUSTOMER ENGAGEMENT story by Bill Patterson

14 | CRMUG Magazine

I

envy my children. Their command and fluidity with technology and how they use it to be creative and collaborate with peers to create and do great things inspires this technology veteran every day. And they are just 8 (twins) and 7 years old, respectively.

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever. This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers.

Let’s take a step back for a second and forget about breaking blocks and crafting recipes and define the term customer engagement. Paul Greenberg, president of The 56 Group and the man who literally wrote the book on CRM, defines customer engagement as “the ongoing interactions between company and customer, offered by the company, chosen by the customer”. Let’s parse that into two parts: First the “ongoing interactions” aspect followed by the all-important “offered by the company, chosen by the customer” components.

For many, the term customer is awarded to a company or individual upon the purchase of a good or service.

This label often continues throughout the durability or utility span of that product/service – when this customer returns back to the prospect or potential repeat customer pool. This type of customer lifecycle is based on a transactional view of the relationship, where a consumer turns customer only when a transaction is made or a new potential transaction exists. Routinely, organizations who employ a transactional view of relationships take focus on key moments of truth within a set of experiences optimized to serve the customer in a reactive state. To embrace customer engagement principles, organizations must continue to offer strong process and policy needed to respond to customers, but must augment this approach by adding proactive and personalized options that a customer may not even know about to enrich their connection with the organization. It is with this purpose – the enriched connection – that a customer can truly begin to form a relationship with your company, your brand, and your products. It isn’t the sale, nor is it how great any one interaction or transaction is performed. It is how you show up each day in the eyes of the customer that matters.

Which takes me to the second part of the definition “offered by the company, chosen by the customer”: Customer choice. Choice is an integral component of most successful product strategies. Apple’s iPhone comes in a myriad of sizes, storage amounts, and colors; BMW offers the sporty 3 Series, the luxury 7 Series, and a mid-point 5 Series to cater to its diverse customer base. Even the airline industries offer classes of service to help those traveling for business and those traveling on a budget select the best seat for an upcoming trip.

While choice is abundant when selecting products to buy, it is amazing how few choices or options there are when interacting with an organization outside of its core products and services. Look no further than an organization’s customer service strategy to understand what I am talking about. Routinely, organizations will direct you to call their contact center during hours of operation convenient to the location(s) of their workforce, and provide you a number to dial in the event that you require their assistance. In this case, the corporation is in control of the customer experience, not the customer. Yet, with today’s digitally inclined customer, this is no longer deemed acceptable. In fact, soon you will find customers will explicitly select your company’s product and services based on the strengths of your engagement experiences and ecosystems around your products – and not just on the basis of product features alone. This is certainly true of the world of digital goods and services (like smartphones) as well as those industries where knowledge and experience become intertwined and augment the overall product experience (like financial services). So how do we transform our existing businesses to handle the ever-growing needs of customers? Do we need to rethink our entire engagement strategy? How much will this cost, and how long will this take?

Not to worry, there are simple approaches each business unit can utilize to engage the modern customer.

Which brings me back to Minecraft – a game, like working with customers, wrapped in a series of paradoxes.

What is fun to build is just as easy (and fun) to destroy. You create, you construct, and you explore. You never win. And it is breathtaking. So what can Minecraft teach us about customer engagement? Let’s explore.

First and foremost, the fundamental principles of business cannot be ignored. Unlike the goal of Minecraft – which is to have fun – the goal of business is to make a profit. This cannot be understated. Elevating an engagement strategy within your business must fall within these parameters. However, each group in the organization – from marketing to products to customer service to IT – must play a role in transforming the enterprise.

Many organizations operate on the belief that the primary roles of marketing teams are to define the brand and to drive sales transactions. This is how companies think, not customers. Customers believe the role of marketing is to deliver compelling, convenient, and personalized choices that are worth their time, money, and decisions. They also increasingly believe that brands are defined by the experiences created to support their use of a product or service more so than the compelling features or identity put forth by an organization.

Think again about Minecraft. It’s certainly not the only game out there – there are other choices. And yet more than 10 million people around the world have registered and played this game. Even more shocking – the reported marketing budget for Minecraft is close to $0. How is this possible? Because Minecraft reQ1 2016 | 15

wrote the rules of engagement for gaming. Rather than expensive marketing and advertising campaigns, Minecraft leverages earned media and community engagement to fuel its impressive growth. Now let’s face it, not all businesses will operate like Minecraft. Not every product will become a phenomenon.

However, the rules of engagement-centric marketing require that we think beyond the world of targeted advertisement and campaigns and move towards a world of personalization and preference. It is in this area where CRM systems thrive – and yet so few marketers use CRM data in favor of marketing applications and services. Marketers must move beyond the “or” found in this dilemma (CRM or marketing app) and move to a new form of solution where the interplay between interaction, identity, and intelligence is one.

Marketing must also evolve beyond the funneled focus of a product selection and expand its focus on use, utilization, and true customer connection with the product or service being offered.

Product teams too must evolve in an engagement-centric world. Outside of a few rare cases, there are few opportunities today for organizations to compete solely on the basis of product differentiation. Today’s marketplaces are fraught with aggressive and agile competitors that will adapt, reproduce, and remix even your most valuable features. And that’s just fine; it’s the modern reality. Where do we go from here? Let’s go back to the blocks again to gain perspective.

Minecraft is not a difficult game to play – you move, you build, you jump, and you build some more. It is within this framework that gamers have created automobiles, aircraft, and yes, even digitally-accurate replicas of the Taj Mahal. None of these designs have been provided by developers on the Minecraft team; all have been made by gamers themselves. In this case, the product has become a paintbrush where user engagement and empowerment have fueled digital creation. But beyond the product is an ecosystem of content, video and challenges online designed to help users optimize their experience by learning, growing, and developing on and with Minecraft. The same content of earned media above has driven convergence across product usage combined with community engagement that further enhances the overall experiences for gamers. So how does this apply to your business? It starts with thinking differently about products themselves. While the features and attributes of products will always be thought of a great characteristic, it is the experiences driven through, around, and with products that make lasting impressions with customers. One common area where lasting impressions are made is in how your customer service teams support your products and services. It is also in this area that we pay so little attention to our customers, and yet we can have the biggest impact.

Imagine if you will the best customer service you have received lately. I’m not talking about the extreme cases (good and bad) that happen to other people – but the one that happened to you. For me, it was a scenario where I had ordered a product online, but a package had not been delivered as scheduled. I was perplexed. From my smartphone, I pulled up the order confirmation email sent to me by the company, which contained two options to engage – call them toll-free or begin a chat with them right then and there. Being a digitally inclined customer, I selected the chat session, immediately connected with an informed and knowledgeable service professional, and was amazed when the company admitted making a mistake in stating that the package had already been delivered. My engagement was simple, it was convenient – and yes, the company even took accountability for their error. Amazing. The fact that I received a hand-written apology and a coupon for making a new purchase after the fact heightened my experience, but it did not define my experience.

Minecraft, too, has transformed its customer service through the use of digital content and communities.

From their self-service help center to their use of community champions and experts that both create digital content and staff the Minecraft Internet Relay Chat (IRC) channels, gamers are routinely engaged throughout their journey to assist in answering questions, complaints, and to gain additional advice and help in playing the game. It is always on and always staffed – not just by employees, but advocates who spend their time, energy, and activities dedicated to making the Minecraft ecosystem thrive. And while some of the service tooling is offered directly by the Minecraft team, others – including fan and community engines – are not. Usually this would make the IT team cringe, but again the principles of choice and control must evolve for IT teams to succeed in a world optimized for customer engagement.

IT teams must incorporate similar thinking to modern marketing media. The current consumer and enterprise technology landscapes are converging, which means that technology teams need to adapt how applications, experiences, and information are exchanged both inside and outside your organization. IT teams need to embrace the fact that not all data and systems will be owned – rather, information can be earned and processed from outside sources. In a world centered on Customer engagement, IT must work to harness this information and create new forms of consistency and personalization with data in mind. It is in this area where we need to continue to see innovation transform and take shape, but also where IT organizations can drive new purpose and value for the experiences that needs to be built and developed. It is also in this area that IT must play a vital role, not only to create the engaging experiences for customers, but also to provide the level of data, insights, and information required to business professionals across lines of business needed to fuel new growth and opportunity.

Much like Minecraft, the next wave of business will be an open canvas for us to innovate on behalf of our customers. It’s going to be fun to see new customer-centric innovation and customer engagement take shape. Let’s get crafting.

CRMUG 16 | CRMUG Magazine

Small Business Accounting inside Microsoft DynamicsÂŽ CRM Products

Support

Sales

Small Business Accounting inside Microsoft Dynamics CRM Online

Rockton Connect, the powerful, scalable, easy-to-use, and already integrated accounting software for Microsoft Dynamics CRM. Rockton Connect for Your Role IT & Operations

Sales & Marketing

Single CRM platform means no integrations

Budget, report, and forecast on campaigns, projects, events, and promotions

Easy to tailor to your business processes

Visibility into customers’ payments, credits, and activity

Configurable workflows, powerful automation

View sales purchase history and trends

Accounting

Business Owner

Variable posting statuses give you a forward looking view of your financial picture

See your financials anywhere, anytime, and on any device

Flexible, powerful financial reporting in Excel

Scalable for your company’s growth and tailored to your industry

Integrated and secure credit card processing

Auditing compliance enabled

rocNtoQcoQQect#rocNtoQsoItZare coP ‡ ZZZ rocNtoQsoItZare coP ‡ 52&.721

About

FOCUS ON

EDUCATION CRMUG® reached out to a Member who is taking advantage of the learning benefits that come from CRMUG membership, specifically the Black Belt Series. Read on to see what this Member has experienced to see if you could benefit from a similar experience.

Why did you decide to enroll in the Black Belt Series?

RACHEL WINFREE global CRM specialist Permobil Inc. Rachel.winfree@permobil.com I enrolled in the Black Belt Series in order to learn all I could about managing Microsoft Dynamics CRM for my organization. I had been working with Microsoft Dynamics CRM for two years as the only inhouse resource, and without having some guidance, I was not sure if I was employing best practices. I looked to the Black Belt Series to give me that guidance, which it did.

Also, I knew that I was not taking advantage of all that Microsoft Dynamics CRM has to offer. The Black Belt Series introduced me to many things with which I was not already familiar.

What did you enjoy most about this learning experience?

It was great to be able to learn on my own time. Sometimes I completed a course in one sitting; other times, I finished more or less than one course. I signed up for the whole series online, which gave me one month to complete it. I set aside one day a week for the month to dedicate to the series, and that worked out perfectly. I enjoyed that I was able to go back and review when it seemed that I may have missed something or didn’t understand a topic.

How has what you’ve learned helped you in your career?

Completing the Black Belt Series has shown my employer that I am dedicated to being the best I can be at managing our Microsoft Dynamics CRM environment. Now, if I ever need to convince someone that I know what I’m doing, I believe the Black Belt will be proof.

What do you value most about professional development?

Professional development helps me to be a better employee and produce better, more efficient work.

The industry and tools we use change so quickly that it is imperative that we continue developing professionally. Otherwise, we become obsolete. So much professional development is done on the job, but we have to supplement with additional resources to stay relevant.

CRMUG offers so many opportunities to learn. There are so many high-quality real-time and recorded webinars that are included with our membership. Sometimes I register for a webinar and then am unable to attend but because I registered, I will get notice when the recording is available. Also, I learn from the Open Forum Digest emails as sometimes there will be a question asked that hits home for our organization.

What types of learning opportunities do you recommend to fellow Microsoft Dynamics CRM Users?

18 | CRMUG Magazine

The most valuable learning opportunity by far is the annual CRMUG Summit. I get so much out of the conference every single year that I would send myself to the conference if my employer wouldn’t. With Microsoft adding functionality and enhancements so often, it is challenging to keep up with all of them, and CRMUG Summit allows me the chance to delve deeper into so many topics and take that knowledge back to my organization.

RENO TAHOE 2015

Thank You Sponsors We truly appreciate your support of CRMUG Summit 2015 in Reno-Tahoe. This year’s event was INcredible because you went All IN to support the Microsoft Dynamics® CRM Community.

Premier Sponsors

PLATINUM SPONSORS

EXHIBITORS

Adxstudio Inc. ClickDimensions McGladrey LLP MTC CRM Peak Engagement PowerObjects QGate Resco.net Scribe Software SmartConnect The Portal Connector Xpertdoc. Better Documents. Faster.

Armanino Cities Digital Cloudriven Oy Coffee + Dunn COZYROC Dynamics Edge, Inc. EasyTerritory.com Enterprise Ventures Corporation e-SignLive by Silanis Fastpath goTransverse Introhive ITK Solutions Group, LLC Negotium Technologies Inc. TARGIT Tribridge Zero2Ten, an Edgewater Fullscope company

GOLD SPONSORS

Small Business Accounting inside Microsoft Dynamics® CRM

Arbela Technologies C5 Insight Cobalt Higher Logic Hitachi Solutions InsideView InterDyn BMI KingswaySoft Inc. Microsoft MSCRM-ADDONS.COM Sikich LLP Team Knowledge Limited Thomson Reuters

OTHER SPONSORS Fastpath - Hotel Key Card MSDynamicsWorld.com - Media Thomson Reuters - Lanyard

Thank you for supporting our Sponsors! We’ll see you in Tampa for CRMUG Summit 2016: October 11–14

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

connect a s

s e e n

o n

t h e

w e b

Adding a Recording to Favorites The CRMUG® Recording Library has hundreds of recordings, yet who has time to watch them all right now? A great site feature is the ability to “favorite” recordings for quick access at a later time.

To add, access, and remove a recording from your favorites:

1

Adding a Recording as a Favorite

» Navigate to the Recording Library by clicking on Access Webinars on Demand under the Learn & Engage tab. Recorded content is a benefit to CRMUG Members. » Click on a folder to see recordings saved within the folder. When you find a recording you want to save, double-click on it. » Click on the blue Action button, and select Add to Favorite. You can do this for as many recordings as you want.

2

Accessing Library Favorites \

» Navigate to your Profile by clicking the drop-down next to your name in the upper-right section and then clicking on Profile.

» Click on the My Settings tab and select Library Favorites. » You’ll see a list of all recordings you have marked as a favorite.

You can keep recordings in the library for as long as you want.

3

Removing Recordings from Library Favorites

» From the Library Favorites, click on the title of the recording you want to remove.

» Click on the blue Action button. Select the Remove Favorite option.

For more info, watch the video tutorial at www.crnug.com/saverecordings. You can view more tips on website features and functionality by clicking on the “Website Blogs” link from our Frequently Asked Questions page (www.crmug.com/questions) or visit www.crmug.com/websiteblogs.

20 | CRMUG Magazine

Congratulations to Ali Johnson of nTelos Wireless for winning the Q2/Q3 2015 Word Find.

Abra Auto Body and Glass

Your prize is in the mail! Below are 25 words that relate to the topics and theme in this issue

Academy

®

of CRMUG 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

All Stars Automation

certificate; simply scan and email your entry to Wordfind@crmug.com.

Collaborate

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

S M H C T H O M S O N R E U T E R S R E P O R T I

O I T O R T R N N E N G A G E M E S R A T S L L A

R C A R E H R S O U L E H C A R E E R F N I W Y T

A R P R T O E S I T T I P S A N D T R I C K S A A

C C T E U M C A T I A B R A A U T O B O D R T W K

H A R C E S T L A L M G T A K E A W A Y S S F A E

E U A M R O P G Z I I D R A C T I F O R P N O N Y

L T C R U N A D I Z C N T L P K R P C M I R S R R

W O H R G G T N L A G A H I A C E I S U M G O N A

I M E O L C H A I T N Y G B T I D S E E Y P R A R

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

F T H R S S E D U O T O R A M R E P O R T A I I I

R I A E E T D O R N E B W K C I R T A P D T M P L

E E S P R S I B E L K E N E R G Y C O E T A A S D

E T T O S S U O S L R F O R P N O N M O I K U A E

E A I R Y E L T U A A C O L L A B Y O S P T T N D

R R N T R E A U T O M A T I O N M I C R I R O D R

E O G I A Y M A M A R K E T I N E N G M S I M T O

M B S N R O A A U E R N O S M O H T M N K C A R C

O A A G B U R R L N S E D A R G P U A C A D T I E

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

S L R L L N P A T R I C K W R I G H T R E T U E R

U O E E M T H G I R W A P M A T N I U O Y E E S N

C C N C U S T O M E R E N G A G E M E N T A C A D

Correct Path CRMUG Customer Engagement Hastings Air-Energy Control Marketing Medic Microsoft Non-profit Patrick Wright Rachel Winfree Recorded Library Reporting See You in Tampa Summit Takeaways Thomson Reuters Tips and Tricks Upgrades User Utilization Users

Q1 2016 | 21

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

microsoft member showcase

Mike Gast, Microsoft Dynamics CRM support, Americas group manager

M

ike Gast joined Microsoft in May 2001, just after the acquisition of Great Plains Software. He started out as a front-line support engineer and moved through the organization over the years, helping to build the first premier field engineering team for Microsoft Dynamics. Mike recently moved back into the support organization to lead the Americas team for Microsoft Dynamics CRM. CRMUG® sat down with Mike to talk about how product support has evolved over the years, his team’s vision, and the greatest benefit Microsoft receives from interacting with Users.

CRMUG: Congrats on your promotion! What has been the most eye-opening part of this experience?

Mike Gast (MG): Thank you! Overall it’s been a really good transition. I have worked closely with the support team and many of the same stakeholders in my previous roles, so there really were a lot of synergies already in place. Through the years I’ve been able to see the business grow and mature as our Customers and Partners continued to push our products to new levels. This was a great opportunity for me to take on a larger role while still staying focused on the Microsoft Dynamics space that I’m so passionate about.

As for eye-opening experiences, it would have to be the growth in Microsoft Dynamics CRM Online and how it changes the way we need to think about support. There are new innovations that we need to bring into our support model and new Customer and Partner challenges we need to get ahead of. It’s all really exciting to work on as the business evolves.

22 | CRMUG Magazine

CRMUG: How has support evolved over the years and product versions? Has it become easier or more difficult with the customizations out there?

MG: Things have certainly changed on many levels over the last 14 years. Just look at the technology and advancements we’ve made within the industry; our products are so much more advanced today. I wouldn’t say it’s necessarily easier or more difficult to support, it’s just evolved.

One thing that hasn’t changed, however, is the core spirit of helping Customers and Partners be successful with our solutions. I get so energized when I see the great work and collaboration driven from our support teams to Customers and Partners. We know we aren’t perfect, and we always have things to improve on, but the commitment to our Customers and Partners has never changed.

CRMUG: What are your team’s goals as a support organization, outside of troubleshooting?

MG: Our vision is to provide a “perfect every time” experience for our Customers and Partners. It’s aspirational, but it always keeps us thinking and pushing to be better. Ultimately our goal is to solve issues as quickly and efficiently as possible in order to provide a top-of-the-line Customer and Partner experience. We also want to be an enabler for our Partners, so you’ll see us trying to drive new content into the ecosystem via various channels.

And maybe the last one I’ll call out is we really want to ensure our Customers and Partners are getting the most out of their Microsoft Dynamics CRM solutions. We have a great services organization and strong collaboration with our product group, and there are a lot of exciting initiatives to try and drive this experience, and we see our support organization playing a key role in that.

CRMUG: What pre-support call guidance do you have for Users before they pick up the phone or submit a service request online?

MG: First and foremost I’d say leverage the web and all the great resources and documentation available. Second is to leverage the Microsoft Dynamics CRM community on community.dynamics. com and www.crmug.com. The communities are a great place to ask questions and bounce issues off of other Customers, Partners, MVPs, and support. It’s great because it’s often User to User, and there are a ton of best practices being shared.

CRMUG: We have really valued the participation of the support and R&D teams at CRMUG Summit and other events throughout the year. What is the greatest benefit that Microsoft achieves through its participation?

MG: CRMUG Summit is a great event. It’s a great opportunity for our team to have face-to-face conversations with Customers and understand how they are using Microsoft Dynamics CRM, what their challenges are, and how we can help. It also gives us a chance to present on technical topics and answer supportrelated questions. It’s a key connection for us into the ecosystem, and our team members love the opportunity to participate as well.

CRMUG: Glad to hear that! Is there anything else you’d like to share with our readers?

MG: Just thanks for the opportunity to work with you and although I hope none of you, ever have to open support tickets, if you do, we’ll be there to help!

CRMUG

Q1 2016 | 23

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

feature

SITTING DOWN WITH THE

CRMUG MEDICS

What question did you receive most often at CRMUG Summit 2015?

What was the most unique question?

Did you receive any stumpers that you couldn’t answer…at least right away?

What’s the most valuable aspect of being a CRMUG Medic?

Y

ou may have noticed some white coats roaming the halls of CRMUG® Summit 2015.

No, there wasn’t a “Reno 911” emergency. Instead, those in the white coats are your CRMUG Medics, ready to make hall calls, diagnose your symptoms, and prescribe solutions to restore your Microsoft Dynamics CRM health.

CRMUG sat down with three of the CRMUG Medics after the event to get the vitals on what they experienced during their CRMUG Summit rounds.

The CRMUG Medics meet quarterly in a CRMUG Virtual Webinar. Check out www.crmug.com/events to find out when they’ll next don the white coats.

24 | CRMUG Magazine

What has been the most valuable training to be practiced up on and ready to serve as a CRMUG Medic?

DAVID BERRY

GUS GONZALEZ

GUSTAF WESTERLUND

senior software developer Alliance Health, LLC

CEO Elev8 Solutions

CTO CRM-Konsulterna

“How do I make the CRM for the Outlook client work?” (paraphrased from many sources)

Most questions regarded upgrades. Many organizations are still using and loving Microsoft Dynamics CRM 2011 On-Premise, are now looking forward to the upgrade to Microsoft Dynamics CRM 2015/2016, and wanted to hear about the process, the best practices, and gotchas. While I love hearing about new features and functionality coming to the product, I really enjoy hearing about the organizations that are making the move and staying up to date.

“Why am I getting duplicate appointments/contacts/tasks in Outlook, and how do I fix it?”

“How do I capture multiple values for the same type of information on a record, without creating a bunch of fields with the same name and an integer suffix?”

Not sure I can single one out, but there were a couple of questions that became 30-minute long architecture conversations. Someone came with a simple, “I have ‘this situation’, how would you configure security for this?” kind of question, and five minutes later there were three or four Microsoft MVPs discussing the best way to solve the problem for this deployment. I really enjoyed that.

Questions pertaining to specific Users’ organizations and how to properly model data. It is an art and not a science, especially related to Microsoft Dynamics CRM; lots of experiences from lots of different organizations is very useful.

Certainly. Most of the questions about the CRM for Outlook client stumped me, because not only do I generally avoid it (and recommend avoiding it), but I also haven’t had many opportunities to develop for it.

Absolutely! I think there were a couple of good ones. The one that stands out the most was from an organization with an audit log full of pictures instead of regular data. None of the Medics had seen that before – and we are talking about a combined 1,000+ Microsoft Dynamics CRM deployments between the Medics that were there! Big-time stumper for us. We passed it along to Microsoft, and we hope they can find a solution to the issue.

The question I received most frequently (about duplicate appointments/ contacts/tasks) is not an easy one to answer. It’s very hard to troubleshoot as well, as there are no good tools for that in CRM for Outlook.

Helping people who are looking for answers, not pitches, and who depend on real-world experience to guide their way.

The best thing about being a CRMUG Medic is the fact that everyone wins.

There are no losers on the interactions occurring at the Medics’ booth. For one, the organizations and people asking questions get answers from world-class experts, and then the Medics get to learn from many different situations and problems that organizations are currently facing that we wouldn’t be exposed to unless we were a Medic at CRMUG Summit. For example, I wouldn’t have had the chance to learn from and have a 30-minute security architecture discussion with three other MVPs who work for different organizations and live in different countries unless someone stopped by when we were there and described the situation. At the same time, that person immersed himself in a high-level security architecture discussion with some of the best Microsoft Dynamics CRM solution architects in the world…for free!

It’s always gratifying to help people. I work as a consultant, so it is part of my job, and being a Medic is just so much more intense. You just never know what will hit you, but you know that some of the best people in the world in other parts of Microsoft Dynamics CRM are there in case you might not know the answer, and I guess nobody knows everything, right?

As a developer, I was able to address many inquiries, but I spent a lot of time reaching into my knowledge of previous Microsoft Dynamics CRM versions as there are a great many Users who don’t have an opportunity to have the “latest and greatest.”

For me it was real-world experience. I was lucky enough to be involved on the deployment of Microsoft Dynamics CRM for many organizations since I started working with the product in 2006. There are many amazing professionals out there with years of experience and plenty of training who don’t believe they have what it takes to be a CRMUG Medic, but I believe they have plenty to share and should definitely join us at the booth as a Medic. All you need is to trust your experience, and stay proactive regarding learning new features and functionality the Microsoft Dynamics CRM product team releases twice a year.

I have worked with somewhere between 50 and 100 implementations of Microsoft Dynamics CRM from 1.2 to 2015, and this experience is the most valuable training ever. There is no one way you can practice for being a Medic, as no one knows everything, but everyone knows something! We can always share what we know, which makes us all grow.

Q1 2016 | 25

The CPQ Experts

Feel like you’re moving a mountain to generate a quote?

CPQ for Microsoft Dynamics® Delivers fast quote & order accuracy 6LPSOLÀHV VDOHV RI FRPSOH[ SURGXFWV Creates full production orders

Experlogix CPQ Co g re Pri e Q o e or i ro o i i e experlogix o

1

topic on

2

...with CRMUG Members What is one practical tip you took away from CRMUG Summit? CRMUG® reached out to two User Members to find out their key takeaway from this year’s event.

1

Marty Adler | director, enterprise support systems Cartesian Marty.adler@cartesian.com

It’s tough to nail down to one primary takeaway, but it’s probably a toss-up between continuing to enable PowerBI and mobile/ apps. We’ve already started utilizing PowerBI for the executive dashboard, but with Microsoft Dynamics CRM Online/O365, the OData connect still isn’t quite as smooth as we’d like yet, so we’re using snapshots.

2

Rosalyn Arntzen | president and CEO Amaxra, Inc Rosalyn.arntzen@amaxra.com

Tips, tricks, and shortcuts and learning from what other people are doing in their environments.

CRMUG

Q1 2016 | 27

t&t

TIPS & TRICKS

We thought we’d go into the Collaborate “vault” to find some tips and tricks that will hopefully help you out – either now or down the road!

Setup Server Side Sync from Mac Post from Rachel Winfree of Permobil

Reply from Andrew Bibby of CRM Plus Ltd

Here is a tip that I had to beat my head for a while to figure out. Hopefully, I’ll save someone else from the pain.

We are using CRM Online and Exchange Online. We are setting up tests for Server Side Sync. We have to touch each mailbox and approve it. In order to approve a mailbox via Test & Enable Mailbox, the approver needs O365 Global Administer role. We kept getting “Email won’t be processed for this mailbox until the email address of the mailbox is approved by an Office 365 administrator.” and “This mailbox is disabled for outgoing email processing. For more information, see the alerts.” The missing piece for me was that I was using the Mac. Once I used the Windows VM, with single sign-on, it worked like a charm.

If anyone has a tip for enabling all the mailboxes at once when we go live, I’d love to hear it.

Hi Rachel, You can test and enable mailboxes in bulk from the Mailboxes view under Settings -> Email Configuration. Select the mailboxes you want to enable from the list and you’ll see the Test & Enable Mailboxes button on the ribbon.

You can apply default mailbox settings from here too (Apply Default Email Settings button) which can test and enable the mailboxes as part of this process.

Hope this helps, Andrew

(Ways to) Export Account and Contact GUIDs Post from Israel Redden of Pitsco Education

Reply from Taylor Ulie of Nuveen Investments

I’ve done some googling and looking around codeplex, and I haven’t been able to find a way to be able to export a list of Contact GUIDs with the GUID of each contact’s account. I can get one or the other, but never on the same spreadsheet. Can anyone point me to a tool or tell me a way to accomplish this as a direct export, so that I don’t have to run to a developer every time I need an updated list?

The main purpose of the information: I have a list of contacts with GUIDs that has had account level information edited/cleaned.

Our account names, the names of schools, are often not unique. I would prefer to preview and update this information directly to the account rather than upload to the contacts and run workflows.

Israel, The way I’ve always handled this, is to export both an account file and a contact file. In the contact file you should be able to pull in a unique field from the account such as account ID or something else you may store on the account that is unique. Then once I have the 2 files I just do vLookups in Excel to pull the info from one into the other.

That’s the easiest non-development approach that I’m aware of. Hope it helps.

NAVUG

28 | CRMUG Magazine

New from ClickDimensions:

Campaign Automation Builder

ClickDimensions is excited to announce the launch of its new campaign automation builder, available in late 2015. The campaign automation builder will have timers, FRQȴJXUDEOH GHFLVLRQ QRGHV EDVHG RQ previous actions, and drag and drop simplicity.

Follow blog.clickdimensions.com for updates about the release.

New to ClickDimensions? Contact us for a live demo of our marketing automation solution for Microsoft Dynamics CRM, including the new campaign automation builder. Email sales@clickdimensions.com or call us at +1.888.214.4228 today!

Learn more about the new campaign automation builder at clickdimensions.com

Email marketing and Marketing Automation for Microsoft Dynamics CRM

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

learn academy corner

CRMUG Launches New On-Demand Academy Content

CRM for Sales (Level 1 - 3) Full Series

CRM for Sales Manager The Essentials

Administrator Black Belt Training Series 1-4 – All Belts On Demand

CRMUG® Academy is thrilled to launch new on-demand training content for sales professionals and managers.

The three-course series, CRM for Sales, enables sales professionals to learn the foundation of what a CRM system is, how to be more efficient in their tasks, and how Microsoft Dynamics CRM can make them a more efficient salesperson.

CRM for Sales Managers - The Essentials is a combination of conceptual and practical lessons every sales manager should learn if his/her organization has or is planning to deploy Microsoft Dynamics CRM. It empowers sales managers to drive User adoption, increase visibility into their pipeline, formalize their sales process, and create team goals using Microsoft Dynamics CRM.

These new offerings join the popular CRM Administrator Black Belt series, which is designed to help students master the art of administering, configuring, and adapting Microsoft Dynamics CRM. The popularity of the Black Belt program has exploded: At Summit, CRMUG Academy recognized nearly 80 program graduates from this past year.

“On-demand content allows us to reach students in a way that works best for their schedule and responsibilities,” said Rich Beliveau, director of CRMUG Academy. “We’re thrilled to not only have offered the initial choice with the Black Belt program, but also to be expanding choices with these new offerings. We’re confident that Microsoft Dynamics CRM Users and Partners will continue to benefit from CRMUG Academy offerings – whether on-demand, live, or a combination.”

Learn more about CRMUG Academy courses at www.crmug.com/academy 30 | CRMUG Magazine

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

ďŹ nd the

logo

C

O

N

T

E

Congratulations to our Q2/Q3 2015 contest

T

How do we set this up? What do I need to know?

Okay, so you get the point: Microsoft Dynamics CRM + OneNote = Productivity. What next? It is simple, really, if you meet the following criteria: Âť You have Microsoft Dynamics CRM Online, with the latest Update 1 applied.

t *G ZPV BSF B OFX $VTUPNFS XIFO ZPV DSFBUF B USJBM JOTUBODF PG .JDSPTPGU %ZOBNJDT $3. you will be on this latest update.

t *G ZPV BSF BO FYJTUJOH $VTUPNFS TDIFEVMF ZPVS JOTUBODF UP CF VQEBUFE WJB UIF 0ÄŠDF admin center. Âť You have SharePoint connected to Microsoft Dynamics CRM, either online or on-premise

t 0OF/PUF mMFT BSF TUPSFE JO 4IBSF1PJOU VTJOH UIF EPDVNFOUT BSFB If you meet this simple criteria, you can get going. To start using OneNote integration, follow these simple steps:

winner, Lindsi Yoder from Twain

Financial Partners! Lindsi found the logo on page 18 of the Q2/Q3 2015 issue of

STEP 1

Decide which entities you want to enable OneNote Integration for (Accounts, Opportunities, Cases, etc.).

STEP 2

Open “Customize the Systemâ€?, and for each entity, make sure the Document Management and OneNote Integration ags are checked. Publish the changes.

STEP 3

If you have already enabled SharePoint integration, skip this step. Otherwise you need too on enable SharePoint Integration via Settings > Document Management.

STEP 4

Finally you now need to select ect the entities in which you want ant to enable OneNote integration on for. Navigate to Settings > Document Management andd select OneNote Integration.

CRMUGŽ Magazine. Let’s play again. Hidden

somewhere between the covers of this magazine is our CRMUG logo. Can

S

you

ďŹ nd it?

While our logo shows up throughout the

magazine in conventional spots, it’s hidden in only one place.

18 | CRMUG Magazine

When you’ve found it, send an email to

Logocontest@crmug.com with

an explanation of where and on what page

it’s at. We’ll choose a winner at random and will highlight

him/her in the next

issue of the magazine.

Q1 2016 | 31

industry showcase

Rolling Out Missions Left and Right S

erving their communities, helping kids afford college, and making rules for the games we love are just a few of the ways these nonprofit organizations make an impact on our lives. These CRMUG® Members have great missions to make a difference. What can we say? They’re on a roll!

AMERICAN COUNCIL ON EDUCATION (ACE) Washington, District of Columbia ACE is the nation’s most visible and influential higher education association, representing the presidents of U.S. accredited, degreegranting institutions, which include two- and four-year colleges, private and public universities, and nonprofit and for-profit entities.

Their strength lies in their loyal and diverse base of more than 1,700 member institutions, 75 percent of which have been with ACE for over 10 years.

32 | CRMUG Magazine

AMERICAN HEART ASSOCIATION Robbinsville, New Jersey The American Heart Association is the nation’s oldest and largest voluntary organization dedicated to fighting heart disease and stroke. Founded by six cardiologists in 1924, the organization now includes more than 22.5 million volunteers and supporters.

DETROIT REGIONAL CHAMBER Detroit, Michigan The Detroit Regional Chamber is a well-connected and influential force powering the economy for southeast Michigan. Serving the business community for more than 100 years, the Detroit Regional Chamber is one of the oldest, largest, and most respected chambers of commerce in the country.

NORTH AMERICAN MISSION BOARD Alpharetta, Georgia The North American Mission Board exists to work with churches, associations, and state conventions in mobilizing Southern Baptists as a missional force to impact North America with the gospel of Jesus Christ through evangelism and church planting.

PEOPLE SERVING PEOPLE Minneapolis, Minnesota People Serving People is the region’s largest and most comprehensive familyfocused homeless shelter.

Their mission is “To serve homeless children and their families and provide new opportunities for healthy, stable family life.”

People Serving People achieves its mission and goals by providing emergency housing and community services, which assist families experiencing homelessness to become self-sufficient and reconnected with the community.

THE ROYAL CANADIAN LEGION Ontario, Canada The Royal Canadian Legion is Canada’s largest veteran support and community service organization. More than 300,000 members in over 1,400 branches across Canada make a difference in the lives of veterans and their families, provide essential services within their communities, and remember the men and women who made the ultimate sacrifice for their country.

TRINITY WALL STREET New York, New York Trinity Wall Street focuses on three major components of the journey of faith: Faith inspiration, faith formation, and faith in action.

UNITED STATES BOWLING CONGRESS Arlington, Texas USBC is the national governing body of bowling as recognized by the USOC. They’re a membership organization that provides standardized rules, regulations, and benefits to make bowling fair and fun for everyone.

UPIC SOLUTIONS Fort Mitchell, Kentucky Upic Solutions was formed to help member United Ways pool their technology/ information processing staff, hardware, and purchasing resources.

USA FUNDS Indianapolis, Indiana Founded in 1960, USA Funds is a nonprofit corporation that supports Completion With a Purpose, building a more purposeful path for America’s students to and through college and on to rewarding careers and successful lives. USA Funds pursues its nonprofit mission through philanthropic activities and partnerships, policy research, and programs and services that enhance preparation for, access to, and success in higher education.

Q1 2016 | 33

Business casual comfortable. CRMUG is a “dawn to dusk” event. You will be walking, sitting, standing, chatting, challenging, informing, listening, learning, educating, sharing, and having fun for 12+ hours each day. It’s a roll-up-your-sleeves event. Come – Jerry W., CRM Innovation to enjoy yourself.

My most valuable

RENO●TAHOE 2015

experience was...

The CRMUG community is always so helpful, and the webinar selection and content are outstanding. But the best part of CRMUG is Summit!

I walk away with more information, every time, than I can even take in.

– Rachel W., Permobil

The first session I attended gave me enough information to justify the cost of the entire conference!

– John S., CR England Inc. 34 | CRMUG Magazine

Summit is very User-centric because it has Users of the platforms that we build our software on; mainly Microsoft Dynamics CRM and Microsoft Dynamics AX. – Mark S., Cincom Systems

I participate in the UG because it provides many opportunities to network, learn, and contribute to the community. Access to experts and training makes the UG an invaluable resource.

– Aaron B., CareSource

I think that Summit is one of the best training opportunities that any CRM User has, as far as broadening their knowledge and making connections.

– Laura M., Waddell & Reed

CRMUG events allow me to learn tips and tricks. I enjoy seeing how other companies are utilizing third-party marketing automation software to carry out their social media strategies.

– Paula H., Taylor Corporation Q1 2016 | 35

CRMUG Summit 2015

All IN the numbers.

RENO-TAHOE OCTOBER 13–16, 2015

0 2 8 *

M CR cs ees i m na end Dy Att t f so ure cro rat Mi Pa

HUMANS OF CRMUG SUMMIT

&

70% Dynamics CRM End User Attendees

32 Have Attended 5+ CRMUG Summits

CRMUG MEDICS

SPONSORS

*30% Increase in Attendance From 2014

ACADEMY

SESSIONS

68 Students 64 Hours of Training 2 Days of Classes

180+ Sessions 120 Speakers 18 Planning Committee Members 3 Days of Breakouts

85 Buddy Night Participants

Top 3 Industries Represented: Manufacturing, Professional Services, Financial Services

Countless Dynamics® CRM 289 Total Sponsorships* issues and questions resolved.

193 Expo Booths 45 Hours of Support 55 CRMUG Sponsors 25 CRMUG All-Stars & 10 Partners Sponsoring CRMUG Microsoft MVPs Summit 5+ Continuous Years

TWITTER

GO ALL IN

Social Impressions 2.86M with #INreno15 840k with #CRMUGSummit That’s quite the buzz

753 Online Community Updates 233 Online Registrations for Webinars & Chapter Meetings 3 Ecstatic Grand Prize Winners

* Includes AXUG Summit, GPUG Summit, and NAVUG Summit sponsors

SHOUTOUT TO THE CRMUG COMMUNITY CRMUG 2015 SUMMIT PLANNING COMMITTEE

CRMUG 2015 ALL STAR AWARD RECIPIENTS

DoriAnn Basabara, Chris Cognetta, Mishel Justesen, Shan McArthur, Rick McCutcheon, Gretchen Opferkew, Jon Petrucelli, Stephanie Purman, Laura Robinson, Britta Scampton, Clarissa Simpson, Adam Vero, Jerry Weinstock, Margaret Wise, Julie Yack

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

CHAPTER CONNECTIONS AT SUMMIT

50 CRMUG Chapter Leaders

8 Hours of Leadership Training

130 Leadership Training Participants

90 Leaders at Monday Night Bash

85 State/Province Meal Hall Tables

40 New CRMUG Chapter Connections

5 5 1

ter ap Ch ts RM mi 速 C m cs Su i m ded a n Dy tten oft rs A s cro de Mi Lea

CRMUG 2015 CHAPTER LEADER OF THE YEAR Mike Olean, Dixon Hughes Goodman LLP | Carolinas (Charlotte)

CRMUG 2015 CHAPTER OF THE YEAR Midwest (Chicago) | Led by Jonathan Lee, Donna Liotta, Candace Meneou and Mohammed Qureshi

Harnessing the

Q CRM Solutions

power of

Q Unified Communications

information technology to

move

Q Cloud & Mobile Solutions Q Infrastructure Solutions Q Portals & Collaboration Q Custom Development & Apps Q Online Engagement

business forward.

Fast.

Q Managed Services Q Project Management Q Connected Home & Office

www.magenium.com | info@magenium.com | 630-786-5900 CHICAGO (HQ) | ARIZONA | FLORIDA | GEORGIA | MICHIGAN | MINNESOTA

Q1 2016 | 37

6DYH WKH 'DWH October 11–14, 2016 | Tampa, Florida &508* 6XPPLW (DUO\ %LUG 5HJLVWUDWLRQ LV 2SHQ 1RZ 7KURXJK $SULO

150+ Educational sessions by role, industry, or area of interest Networking opportunities dedicated to connecting Attendees by state, role, and industry Extend the value of your Microsoft DynamicsÂŽ CRM implementation by exploring hundreds of ISV solutions in the Summit Expo

/HDUQ PRUH DW ZZZ FUPXJVXPPLW FRP ‡ &508*6800,7

NAME THAT PHOTO

CONTEST

A CRMUG Summit thumbs up!

What do you think this Member was “thumb-upping”?

Simply email your submission to Q2/Q3 CONTEST WINNER: Jennifer Reau of CMC Group, Inc. “New Helpdesk Motto: Nothing a couple beers and some duct tape can’t fix!”

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

Q1 2016 | 39

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

MEETING MARKETING MINDS

feature

OF THE

THE

40 | CRMUG Magazine

CRMUG® introduced a new marketing track at CRMUG Summit. We reached out to a few marketing professionals who are using Microsoft Dynamics CRM within their organization to see how they’re using the product for marketing, the benefits they’ve seen, and what they would recommend to fellow Users.

HEATHER DAVIS marketing manager Metal-Era Heather.davis@metalera.com

How does your organization use Microsoft Dynamics CRM for marketing?

Pretty much everything, including tracking leads, email marketing, and direct mailings. We also use it for communications to our independent representative teams to keep them in the loop of what we are doing in their territories.

What is the most tangible benefit your company has experienced from using Microsoft Dynamics CRM?

Being able to track leads and opportunities from events, emails, etc.

What would be your advice to a fellow User who is looking to use Microsoft Dynamics CRM for their marketing endeavors?

I highly recommend Microsoft Dynamics CRM for lead generation and nurturing. I also recommend implementing a tool like ClickDimensions if they are going to do a lot of email marketing.

What is something you’re going to implement in 2016 related to marketing?

We are going to implement Microsoft Dynamics CRM with our lead generation tool, Dodge (it’s for the construction industry).

This will allow us to automate emails and opportunities, as well as produce leads for our reps on their personal portals.

What was your greatest takeaway from the marketing track at CRMUG Summit?

Learning helpful tips for Microsoft Dynamics CRM Marketing, seeing the different ways that ClickDimensions and Microsoft Dynamics CRM work together, and being able to ask questions of the experts you had on hand.

JENNIFER JOHNSON

MARGARET WISE

MISHEL JUSTESEN

marketing operations specialist Inpro Jjohnson@inprocorp.com

VP, strategy Arke Mwise@arke.com

marketing technology manager Armanino LLP Mishel.justesen@armaninollp.com

For a variety of functions, including inquiry campaign management, inquiry processing, mail list management and creation, email marketing, and some reporting functions.

The predictable revenue model is used for prospecting. We also use it for Partner management nurturing and client onboarding activities.

To manage the sales process, keep track of products and services that we provide to our clients, and, for one of our business units, it is the system of record for client accounts (which then syncs to the ERP system).

The ability to streamline and automate a number of steps within our inquiry management process – a true timesaver in getting the inquiries into the hands of our sales team.

It helps to ensure we are creating a consistent outreach to our Arke ecosystem, and communicating relevant information. Internally, it provides automation and saves time over manual emailing.

Having more transparency about what is in our sales pipeline – and being able to report on it.

Outline your process as it currently stands and how you would like to see it function.

Then work with your Partner or IT department to see how Microsoft Dynamics CRM can be used to accomplish that.

Whiteboard your process first and clean up your data as much as possible.

I think as marketers, we get excited about all the possibilities a Microsoft Dynamics CRM gives us. Keep the excitement, but don’t let it get in your way. Start with one thing at a time and make sure it works before going onto the next exciting “thing” that Microsoft Dynamics CRM can do. A good starting point would be to focus on your data. Make sure it is as clean as possible before it gets imported.

Development and use of the campaign management functions.

We are going to leverage Social Engagement for competitive intel and leads.

We are going to upgrade our on-premise system to Microsoft Dynamics CRM 2016 and move it into the cloud. We will also be tightening up our integration with our marketing automation platform.

The networking and conversations with attendees or with the experts on hand during the whole week and beyond through Collaborate, especially with advanced finds and data management and hygiene issues.

Understanding the tools that are available and in use by clients.

My biggest takeaway was the excitement about what marketing automation can do for the firms that we work for. On the flip side, this enthusiasm was paired with a healthy dose of reality as well. Questions like, “Where do I start?” or “How do I enhance my current efforts?” were very common in my sessions. Of particular note was the discussion that happened between the sales, IT, and marketing professionals during one of the panel sessions. The audience participation was very dynamic, and the open discussion format clearly defined the challenges that these three types of professionals face when building and/or optimizing the technology they have in a way that works for all three of their respective departments.

I look forward to seeing how attendees continue the excitement and enthusiasm around the marketing track at CRMUG Summit next year.

Q1 2016 | 41

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

isv partner member showcase

COMPANY Thomson Reuters INTERVIEWEE Vinnie Scarinci, director of sales EMAIL Vincent.scarinci@ thomsonreuters.com WEBSITE www.thomsonreuters.com HEADQUARTERS New York, New York Member of CRMUG since 2014

42 | CRMUG Magazine

T

homson Reuters is the world’s leading source of intelligent information for businesses and professionals. They combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property, and science and media markets, powered by the world’s most trusted news organization.

CRMUG®: What kind of products and services do you offer Microsoft Dynamics CRM Users today?

Vinnie Scarinci (VS): We are focused on leveraging their organization’s relationships to grow their business and solve the data challenges that most everyone has in Microsoft Dynamics CRM. Not a lot of Users wake up excited to enter data, and they don’t have the time, either, which means 60 to 70 percent of contacts can go missing.

We’ve developed a product, Business Development Premier (formerly ContactNet), that uncovers and creates contacts automatically based on the User’s interactions with them, whether it be through email exchanges or Outlook invites. It takes the end User out of the equation to build out consistent and up-to-date contact information.

In addition to leveraging the Microsoft Exchange

environment, it injects Thomson Reuters data about the company – who they are, what they do, the industry they are in, what kind of revenue, and more. All that information gives a company power to do more, without having to manually enter contacts into Microsoft Dynamics CRM. Business Development Premier is probably best known for relationship mapping, uncovering who knows who at an organization. Everyone knows that relationships are key to successful selling.

Business Development Premier puts a company’s relationship network to work so that if they’re targeting a certain company, they see who at their company already has a relationship there to speed up the communications or get them a warm introduction. It rates strength of the relationship based on the frequency of communications between the company’s User and the external contact. Inviting people to industry events is a good example. Users would spend a lot of time and energy finding the right people to target for the event. Often the data sets are incomplete or need to be updated before a marketing effort could take place. The relationship mapping feature streamlines this so that the company no longer has to go looking for that data or updating the old information; now they can simply search on all the company’s relationships and sort by a wide variety of items like location, title, and the

industry they are in. Relationship scores add a new dimension to events and how well we know someone. Now a company can focus on getting the right relationships to the event based on the goal of the event. They might want to only invite the strong strategic clients or use the event to grow relationships further. Classic CRM data does not let you target this way.

CRMUG: Time savings and actionable data. Who wouldn’t love that? What would you say is the biggest pain point you solve for Users?

VS: End User adoption is the single greatest challenge we see with Microsoft Dynamics CRM. The technology is wonderful across the board, but no one wants to update a contact database. Our solution helps take Users out of the process so that the data is complete and Users make better use of it. They can trust their data and help make it more meaningful to their business. When a company has more complete and robust data, more Users can trust it and use Microsoft Dynamics CRM to the fullest.

CRMUG: This magazine issue focuses on learning from your mistakes. What mistake do you think Microsoft Dynamics CRM Users make when it comes to managing their data?

VS: An overreliance on the end User. No matter what industry you’re in, there has been a massive explosion of data over the past five years. As a result, companies have become dependent on the end User as the main contributor of that information, but it’s too much.

Data must be gathered from various places. Microsoft is starting to augment that information more with social connector capabilities.

There is a whole ecosystem of data that can and will ultimately take most of what the end Users are doing out of the equation.

CRMUG: What is next for Thomson Reuters in the CRM space in 2016?

VS: We have some really exciting plans. First of all, we are moving our infrastructure online. It is currently for on-premises, and we’re in the process of moving to the cloud.

We’re also adding additional data points that include more background information about strategic contacts, such as where they went to school and boards or committees they’re a part of. It will be possible to see that information simply because you sent them an email.

CRMUG: CRMUG Summit 2015 was your first experience.

What did you think?

VS: Yes, we partnered up with the tax and accounting side of Thomson Reuters to have a booth in the Expo. Users really identified with our brand. There was an instant welcoming into the community. We had such a great experience that we’ve already upped our sponsorship with CRMUG and will be doing regional sessions as part of that as well.

CRMUG: Speaking of a welcoming community, what do you like most about CRMUG so far?

VS: We have been Members for less than a year, but we can already tell the Users are very passionate people. Everyone is willing to share their challenges and best practices with each other. At Summit, I would hear Users encouraging their peers to overcome issues at cocktail parties, on the bus going back to the hotel, and in the elevators. This community moves beyond a User group into a group therapy or family situation of sorts, and that is very exciting to see.

CRMUG

No matter what industry you’re in, there has been a massive explosion of data over the past five years. As a result, companies have become dependent on the end User as the main contributor of that information.

Q1 2016 | 43

5

MINUTES

WITH CRMUG’S

VOLUNTEER OF THE QUARTER

Who I’m following on social media right now…

Frank Underwood On my desk right now…

A draft CRM startup guide for Microsoft Dynamics CRM Online, a Royal Caribbean water glass with blue LEDs in the base, an HRC coffee mug, folders with info from a Sonoma Partners project and the CRMUG® Central Virginia chapter, and a Cherry Bekaert weepul.

My three goals for 2016…

I’m in the throes of deploying Microsoft Dynamics CRM Online, so my three goals are to: 1. Launch Microsoft Dynamics CRM Online, 2.

Launch Microsoft Dynamics CRM Online, and 3. Launch Microsoft Dynamics CRM Online.

PATRICK WRIGHT

marketing technology lead Cherry Bekaert LLP

44 | CRMUG Magazine

What I do when I’m not at work…

Watch entirely too much television (usually the typical geek fare: The Walking Dead, American Horror Story, anything Marvel or DC), learn Italian, and take cruises anywhere.

The best advice I ever received…

Never stop learning.

Introducing The List MOBILE

Now you can get The List To Go!

Search for the products and services you need with the new Mobile version of The List! Add it to your home screen from: www.thelistmobile.com or simply scan the QR code below:

Table of Contents Industry...................Page 46 Horizontal................Page 48 Services...................Page 50

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 Construction

INDUSTRY

IPM Global Pty Ltd http://www.ipmglobal.net • 321-368-2489 IPM Project Management IPM Project Management is a purpose built XRM Solution that delivers a fresh approach to Project Management in the Construction / Engineering sectors.

Incorporating Comprehensive Contract and Cost Control.

Cross Industry Solution AssureSign LLC http://www.assuresign.com 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

CALUMO, Inc. http://www.calumo.com • 214-387-6030 NEW: 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 http://www.higherlogic.com • 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. http://www.joesoftware.com • 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. http://www.ktlsolutions.com • 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 15 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.

Liaison Software Corp http://www.liaisonsc.com 800-811-4618 ext. 201 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).

DATABASICS, Inc. http://www.data-basics.com • 314-282-9561 DATABASICS Time, Expense and Invoice Reporting DATABASICS offers SaaS solutions for Expense Reporting, Time Tracking and Vendor Invoice Management. Flexible, powerful, easy to use.

Gorilla Expense http://www.gorillaexpense.com 877-973-6737 Gorilla Expense The Gorilla Expense T&E solution includes mobile apps, purchase card & corporate credit card reconciliation, project accounting expenses, multi-currency, VAT/GST capture & robust integration with GP, NAV, AX & SL.

KEY:

Axapta

Great Plains

46 | CRMUG Magazine

Nodus Technologies, Inc. http://www.nodus.com/products.html 909-482-4701 Credit Card Advantage and CRM Charge Securely process credit cards and eChecks/ACH in real-time with seamless integration between Dynamics GP and/ or CRM. Includes batch processing & reconciliation/reporting tools. Optional AutoPay and customer portal.

PaperSave http://www.PaperSave.com • 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

Navision

Solomon

Solver

Industrial Equipment

http://www.solverusa.com • 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.

Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of today’s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Finance/Banking AssureSign LLC http://www.assuresign.com 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Food and Beverage

Insurance AssureSign LLC http://www.assuresign.com 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Life Sciences Blue Horseshoe http://www.bhsolutions.com • 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.

Arbela Technologies http://www.arbelatech.com • 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!

Government Contracting

Manufacturing

IPM Global Pty Ltd http://www.ipmglobal.net • 321-368-2489 IPM Project Management IPM Project Management is a purpose built XRM Solution that delivers a fresh approach to Project Management in the Construction / Engineering sectors.

Incorporating Comprehensive Contract and Cost Control.

High Tech and Electronics Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of today’s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Customer Relationship Management

Retail Management System

Arbela Technologies http://www.arbelatech.com • 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 http://www.BondConsultingServices.com 562-988-3451 Microsoft Dynamics ERP Solutions for Manufacturing & Distribution We are a Gold ERP/Silver CRM Partner and the go-to multilingual consulting team for Process & Discrete Manufacturers and CPG and F&B Distributors from SMB to Enterprise.

Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of today’s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Point of Sale

Liaison Software Corp

Oil and Gas

IPM Global Pty Ltd http://www.ipmglobal.net • 321-368-2489 IPM Project Management IPM Project Management is a purpose built XRM Solution that delivers a fresh approach to Project Management in the Construction / Engineering sectors.

Incorporating Comprehensive Contract and Cost Control.

Professional Services

Rockton Software http://www.rocktonconnect.com • 877-476-2586 Rockton Connect Rockton Connect, small business accounting built inside Microsoft Dynamics CRM online specifically for professional service organizations.

Retail Arbela Technologies http://www.arbelatech.com • 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!

Software Manufacturers Avalara, Inc. http://www.info.avalara.com/TheList 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.

Globe Software http://www.globesoftware.com • 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

Globe Software http://www.globesoftware.com • 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

KEY:

Axapta

Great Plains

Navision

Solomon

Customer Relationship Management

Retail Management System

Rockton Software http://www.rocktonconnect.com • 877-476-2586 Rockton Connect Rockton Connect, small business accounting built inside Microsoft Dynamics CRM online specifically for software companies.

Staffing/Recruiting Joesoftware Inc. http://www.joesoftware.com • 780-990-0220 Recruitment Accelerator Web-based recruiting mgmt, resume collection & on-boarding accelerator.

Wholesale Trade: Durable Goods Globe Software http://www.globesoftware.com • 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

Point of Sale

Q1 2016 | 47

INDUSTRY

http://www.liaisonsc.com 800-811-4618 ext. 201 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).

JOVACO Solutions Inc. http://www.jovaco.com • 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

Horizontal

Rockton Software http://www.rocktonconnect.com • 877-476-2586 Rockton Connect Rockton Connect, small business accounting built inside Microsoft Dynamics CRM online.

Analytics Arbela Technologies http://www.arbelatech.com • 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!

HORIZONTAL

DataSelf http://www.dataself.com • 888-910-9802 NEW: DataSelf Analytics 5000+ reports and KPIs, Tableau and data warehouse for MS Dynamics.

Budgeting

CALUMO, Inc. http://www.calumo.com • 214-387-6030 NEW: 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

CALUMO, Inc. http://www.calumo.com • 214-387-6030 NEW: 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.

Corporate Renaissance Group http://www.trendminer-xrm.com 613-232-4295 Trend Miner Ground breaking historical trend analysis & B.I. visualization for Dynamics CRM. Go beyond a snapshot of data to reveal eye-opening trends for better planning & decision making.

DataSelf http://www.dataself.com • 888-910-9802 NEW: DataSelf Analytics 5000+ reports and KPIs, Tableau and data warehouse for MS Dynamics.

Globe Software http://www.globesoftware.com • 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

Solver http://www.solverusa.com • 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.

Halo BI http://www.halobi.com • 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 Solver http://www.solverusa.com • 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.

KEY:

Axapta

eBridge Connections

Business Intelligence

Accounting

Great Plains

48 | CRMUG Magazine

Navision

Solomon

ZAP http://www.zapbi.com • 415-889-5740 ZAP Business Intelligence ZAP provides 'Buy, Not Build' business intelligence for organizations using Microsoft Dynamics. ZAP's Trusted Analytics ensure your company is aligned through best practice metrics that deliver real business results.

Collaboration Platform

Higher Logic http://www.higherlogic.com • 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.

Credit Card/Check Processing

k-eCommerce http://www.k-eCommerce.com 855-k-eCommerce KloudPay Secure, PCI Certified ACH/credit card solution with batch processing and ability to store sensitive data off site with tokenization.

http://www.ebridgeconnections.com 800-755-6921 eBridge for CRM Cloud solution for seamless integration of customer & opportunity data.

Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of today’s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Visionary Software Consulting, Inc. http://crm-rules.com • 877-276-1942 CRM Rules for Microsoft Dynamics CRM Easily configure dynamic CRM forms.

More powerful than Business Rules.

Data Integration eBridge Connections http://www.ebridgeconnections.com 800-755-6921 eBridge Integration Solution The leading cloud integration platform for EDI, eCommerce & CRM systems.

Data Management Nodus Technologies, Inc. http://www.nodus.com/products.html 909-482-4701 Credit Card Advantage and CRM Charge Securely process credit cards and eChecks/ACH in real-time with seamless integration between Dynamics GP and/ or CRM. Includes batch processing & reconciliation/reporting tools. Optional AutoPay and customer portal.

Customer Relationship Management AbleBridge http://www.ablebridge.com/editablecrm-grid.htm • 877-600-2253 EditAble CRM Grid for Microsoft Dynamics CRM Top 10 ISV Solution. Transform CRM Forms and Views with inline editing, grouping, sorting, inline calculations and much more.

Globe Software http://www.globesoftware.com • 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

InsideView http://www.insideview.com/microsoft/the-list 415-728-9363 InsideView Data for Microsoft Dynamics CRM Clean, append & maintain your CRM data with InsideView’s current, complete company & contact data. Do it automatically or with one-click sync.

AbleBridge http://www.ablebridge.com/productsproject-management.htm • 877-600-2253 Project Management for Microsoft Dynamics CRM Easy to use Project Management integrated with Microsoft Dynamics CRM.

Customer Relationship Management

Retail Management System

Point of Sale

Electronic Signatures

Distribution

Arbela Technologies http://www.arbelatech.com • 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!

Clarity Ventures

AssureSign LLC

http://www.partnerchannelclarity.com 800-928-8160 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.

http://www.assuresign.com 407-670-0400 AssureSign Electronic Signature Software Integrated cloud or on-premise enterprise class Electronic Signatures.

Expense Solutions

eBridge Connections

Blue Horseshoe http://www.bhsolutions.com • 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.

Document Management

http://www.ebridgeconnections.com 800-755-6921 eBridge for eCommerce Cloud integration with 20+ eCommerce platforms eg. Magento, Amazon, eBay

k-eCommerce http://www.k-eCommerce.com 855-k-eCommerce k-eCommerce Integrated B2B, B2C & Sales Portal websites deployed on premise or in a PCI Certified cloud. Built-in CMS, SEO, multilingual / multicurrency capabilities & responsive web design to support mobile & tablet devices.

Liaison Software Corp Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

EDI eBridge Connections

PaperSave http://www.PaperSave.com • 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

http://www.ebridgeconnections.com 800-755-6921 eBridge for EDI Cloud EDI solution, no transaction fees, 1000+ trading partners.

Electronic Document Delivery (Email)/Faxing

E-commerce Liaison Software Corp Avalara, Inc. http://www.info.avalara.com/ TheList • 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.

KEY:

Axapta

Great Plains

http://www.liaisonsc.com 800-811-4618 ext. 201 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).

Navision

http://www.data-basics.com • 314-282-9561 DATABASICS Time, Expense and Invoice Reporting DATABASICS offers SaaS solutions for Expense Reporting, Time Tracking and Vendor Invoice Management. Flexible, powerful, easy to use.

Gorilla Expense http://www.gorillaexpense.com 877-973-6737 Gorilla Expense The Gorilla Expense T&E solution includes mobile apps, purchase card & corporate credit card reconciliation, project accounting expenses, multi-currency, VAT/GST capture & robust integration with GP, NAV, AX & SL.

Job Costing JOVACO Solutions Inc. http://www.jovaco.com • 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

Occupational Health & Safety Joesoftware Inc. http://www.joesoftware.com • 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.

The Portal Connector http://www.crmportalconnector.com/ 705-726-2966 The Portal Connector for Dynamics CRM It’s easy to use and does not require developers to implement or manage.

Just drag and drop to build scalable, secure Portal Solutions!

Project Accounting JOVACO Solutions Inc. http://www.jovaco.com 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

Reporting

CALUMO, Inc. http://www.calumo.com • 214-387-6030 NEW: 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.

Portals

Adxstudio Inc. http://www.adxstudio.com • 800-508-7811 Adxstudio Portals Transforming the customer web experience with Portals for Dynamics CRM.

Solomon

Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of today’s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Customer Relationship Management

Retail Management System

Globe Software http://www.globesoftware.com • 701-235-4084 Atlas - Real-time Reporting & Upload into AX from Microsoft Office Using Atlas, you'll see how real-time two way data validation integrates between Office, Dynamics AX & CRM. From data migration to production, register on our web site for a free trial.

Point of Sale

Q1 2016 | 49

HORIZONTAL

http://www.liaisonsc.com 800-811-4618 ext. 201 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).

DATABASICS, Inc.

DynamicPoint http://www.dynamicpoint.com • 562-726-4396 Employee, Vendor & Customer Portals Integrated with Microsoft Dynamics Extend crucial Microsoft Dynamics data with custom SharePoint Portals.

Supply Chain Management Solver http://www.solverusa.com • 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 http://www.arbelatech.com • 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!

Sales Order Processing Enhancement Experlogix, Inc. http://www.experlogix.com 805-504-9729 ext. 712 Experlogix CPQ (Configure Price Quote) for Microsoft Dynamics CRM & ERP Experlogix CPQ solutions meet the demands of today’s competitive marketplace by simplifying the process of selling customized products, accelerating proposal development times and increasing quote-to-order ratios.

Blue Horseshoe http://www.bhsolutions.com • 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.

Tax

Avalara, Inc. http://www.info.avalara.com/TheList 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.

JOVACO Solutions Inc. http://www.jovaco.com 888-988-3535 ext. 122 JOVACO Project Suite Project accounting for professional service firms to manage projects through web-based time & expense and resource mgmt modules. Top features: extensive reporting, multi-company & interdepartmental capabilities.

Travel Expense Management

Gorilla Expense Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

Time and Attendance

http://www.gorillaexpense.com 877-973-6737 Gorilla Expense The Gorilla Expense T&E solution includes mobile apps, purchase card & corporate credit card reconciliation, project accounting expenses, multi-currency, VAT/GST capture & robust integration with GP, NAV, AX & SL.

Workflow / Notifications DATABASICS, Inc. Liaison Software Corp http://www.liaisonsc.com 800-811-4618 ext. 201 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).

Halo BI http://www.halobi.com • 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

http://www.data-basics.com • 314-282-9561 DATABASICS Time, Expense and Invoice Reporting DATABASICS offers SaaS solutions for Expense Reporting, Time Tracking and Vendor Invoice Management. Flexible, powerful, easy to use.

DynamicPoint http://www.dynamicpoint.com • 562-726-4396 SharePoint Workflow Solutions that Integrate with Microsoft Dynamics Custom SharePoint workflows integrated with Dynamics GP, NAV and CRM.

PaperSave http://www.PaperSave.com • 877-727-3799 PaperSave PaperSave is a complete document management, electronic workflow and invoice automation solution, Certified for Microsoft Dynamics GP, SL, AX, & CRM.

Services .NET Development

SERVICES

KTL Solutions, Inc. http://www.ktlsolutions.com • 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 15 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:

Axapta

Great Plains

50 | CRMUG Magazine

Application Service Provider/Hosting

Myappsanywhere http://www.myappsanywhere.com 888-636-HOST Premier Cloud Computing Provider Myappsanywhere provides a complete go-to-market integrated cloud solution delivering 99.999% uptime, customizations, no minimums and secure storage in its privately-owned SSAE 16 Type 2 data center facilities.

Navision

Solomon

Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label “Dynamics Cloud Business in a Box™â€? Cloud & Hosting Services for Dynamics Partners Don’t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Program—YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract.

WE make YOU look like a Cloud Expert!

Customer Relationship Management

Retail Management System

RoseASP http://www.roseasp.com • 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 http://www.watserv.com 866-531-2598 ext. 2311 Global leader of Hosted MS Dynamics ERP & CRM Offering Private, Hybrid, and Azure managed services with world class 24/7/365 global support for LE and SMB clients. Any Time, Anywhere, Any Reason – Guaranteed!

Point of Sale

Azure Managed Cloud Services

Custom Development

WatServ http://www.watserv.com 866-531-2598 ext. 2311 Global leader of Hosted MS Dynamics ERP & CRM Offering Private, Hybrid, and Azure managed services with world class 24/7/365 global support for LE and SMB clients. Any Time, Anywhere, Any Reason – Guaranteed!

Closing Sales InsideView http://www.insideview.com/microsoft/the-list 415-728-9363 InsideView for Microsoft Dynamics CRM Find and win more deals with InsideView market intelligence from 30,000 sources inside CRM – current, complete company and contact data, news, social feeds, and a comprehensive connections network.

Cloud Computing

KTL Solutions, Inc. http://www.ktlsolutions.com • 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.

Data Services InsideView http://www.insideview.com/microsoft/the-list 415-728-9363 InsideView Data for Microsoft Dynamics CRM Clean, append & maintain your CRM data with InsideView’s current, complete company & contact data. Do it automatically or with one-click sync.

Dexterity Development KTL Solutions, Inc. http://www.ktlsolutions.com • 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 15 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.

Implementation Services Data Resolution, LLC http://www.dataresolution.net • 877-878-9108 ERP Clouds Data Resolution is dedicated to delivering private ERP cloud services branded as the partners brand. We keep all of our cloud customers optimized & working 24 hours a day, worldwide for the last 12 years.

Njevity, Inc. http://www.njevitytogo.com/partner 720-870-9700 NjevityToGo White Label “Dynamics Cloud Business in a Box™â€? Cloud & Hosting Services for Dynamics Partners Don’t sell THEIR ERP Cloud, sell YOUR ERP Cloud, YOUR Brand. With our Cloud Services Program—YOU own the customer, YOU handle the billing, YOU make BIG $ for the entire contract.

WE make YOU look like a Cloud Expert!

Bond Consulting Services http://www.BondConsultingServices.com 562-988-3451 Custom ERP & CRM Solutions That Streamline Your Business Processes We provide end to end ERP/CRM solutions which includes implementation, customization, integration, training and ongoing support. We work closely with ISVs to focus on multiple industries in SMB and Enterprise.

Marketing Planning & Services

Sales Tax Management Service The Partner Marketing Group Avalara, Inc. http://www.thepartnermarketinggroup.com 605-574-9432 Microsoft Approved Vendor for Dynamics & R2R 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. http://www.tornado-marketing.com 608-213-0377 Marketing Consulting Tornado Marketing offers high-impact, highly effective marketing consulting.

10+ years in the channel. Websites. SEO. Copywriting.

Member Organizations

SharePoint Development

http://www.groupbloggers.com 888-800-0999 ERP Software Blog/ CRM Software Blog Group blog sites for VAR/ISV partners to increase SEO, web traffic,leads

DynamicPoint http://www.dynamicpoint.com • 562-726-4396 Your Source Exclusively for Microsoft Dynamics & SharePoint Integration Portals, Business Automation & Custom Products integrated with Dynamics.

OnDemand Trials

Partner Support Service

Great Plains

Navision

Solomon

KTL Solutions, Inc. http://www.ktlsolutions.com • 866-960-0001 Development - Microsoft Dynamics GP/CRM/xRM 15 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.

Upgrades

InterDyn BMI http://www.interdynbmi.com • 866-264-3249 InterDyn BMI Microsoft Gold Certified provider of innovative solutions for over 30 years.

Plumbline Consulting, LLC. http://www.PlumblineConsulting.com 419-581-2300 Partner Support Services Leverage our Partner Support Services, including Support, Custom Development & Implementation Assistance to expand your offerings. 25+ yrs.

Customer Relationship Management

Retail Management System

Writing/Documentation Services The Partner Marketing Group http://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.

Point of Sale

Q1 2016 | 51

SERVICES

Axapta

Software Development Consulting

RoseASP http://www.goERPcloud.com • 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.

WatServ http://www.watserv.com 866-531-2598 ext. 2311 Global leader of Hosted MS Dynamics ERP & CRM Offering Private, Hybrid, and Azure managed services with world class 24/7/365 global support for LE and SMB clients. Any Time, Anywhere, Any Reason – Guaranteed!

KEY:

Vertex SMB http://www.VertexSMB.com/TheList 855-221-5885 Vertex SMB Sales & use tax automation with payas-you-go pricing and PDF returns.

ERP Software Blog

Looking Glass Marketing http://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.

http://www.info.avalara.com/TheList 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.