2011 Fall - CRMUG Magazine by Dynamic Communities, Inc

Magazine In

this Edition:

» User Member Showcase: Jones Lang LaSalle

» Should I Upgrade and When?

» A Member in Action Arbor Day Foundation

» Tips & Tricks Give Custom Entities a Little Visual Love

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fall 2011 www.crmug.com ®

Magazine

this Edition:

User Memb er Showcase : Jones Lang LaSalle

Should I Upg rade and When?

A Member in Action Arbor Day Foundation

Tips & Tric ks Give Custom Entities a Littl e Visual Love

In Every Issue From the Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Fall 2011 •

www.crmu

g.com

1045 Broadwa y Fargo, ND 58102

Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Welcome to Our New Members . . . . . . . . . . . . . . . . . . . 27

Name That Photo Contest. . . . . . . . . . . . . . . . . . . . . . . 20

Advertiser Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Academy Corner . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

The List, from The Partner Channel . . . . . . . . . . . . . . . . 33

Features Meet the Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Microsoft Member Showcase Craig Dewar and David Pennington. . . . . . . . . . . . . . . . 10 Leading in an Unpredictable Economy . . . . . . . . . . . . . . 13

ISV Member Showcase InsideView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Tips &Tricks Give Custom Entities a Little Visual Love . . . . . . . . . . . . 24 CRMUG

Summit Preview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Member in Action Arbor Day Foundation . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

tips & tricks

Give Custom Entities a Little Visual Love by Jim Steger

ince Microsoft Dynamics® CRM 3.0, you’ve been able to customize the icon of configurable entities. This is an often overlooked aspect of the customization process, yet it can bring tremendous value to your users as they can more quickly identify areas of the application based on a unique visual reference (icon). As a reminder, Microsoft Dynamics CRM 4.0 used three entity icon sizes: a 16x16 gif (thumbnail icon used in sitemap/lookups/ etc.), a 32x32 ico (for Outlook), and a 66x48 gif (for forms). However,

Microsoft Dynamics CRM 2011 uses only two types of icons: a 16x16 (sitemap/lookups/ribbon) and a 32x32 (forms/Outlook) icon file. Typically, we use png files for the image file type. In Microsoft Dynamics CRM 2011, you first need to create web resources for each entity icon for each size. A couple of utilities/ code samples exist in the SDK to help automate this process, so be sure to check those out if you are updating numerous entities. Once the web resources are created, click the entity in the solution explorer, and you should see an Update Icons button in the toolbar.

In 2005, we found IconExperience (www.iconexperience.com), a company that provides a fantastic (and inexpensive) icon library.

We have recently upgraded to their v2 product line which contains more than 2,500 icons! The download even contains folders with icons sized for Microsoft Dynamics CRM. Even better, IconExperience provides a utility to merge and reformat its icons (it uses the Java runtime, so you’ll need to install that first to get the utility to work). You can quickly create your own unique composite icons, further increasing the size of your graphics library! For those of you who don’t have access to a graphic design department, IconExperience and configuring custom entity icons are a great way to create an even more visually appealing Microsoft Dynamics CRM application in a matter of minutes! CRMUG

Should I Upgrade and When? . . . . . . . . . . . . . . . . . . . . 18 feature

Microsoft Dynamics CRM v4 to Microsoft Dynamics CRM v2011: ® ®

Should I Upgrade and When? by Anne Stanton

t is easy to assume that the answer to any query regarding, “should I upgrade?” would be a resounding “yes”, but the answer to this question is not always so easy for companies. There are considerations that loom over the CRM administrator and technology decision maker’s minds, including the cost to upgrade (in both dollars and time), the cost of change, and change management. Upgrade questions often include: How am I going to justify the changes to my Users? What about justifying the upgrade cost to the business? Are there features that are critical to the business in terms of adoption or that drive the need for a faster upgrade? Are there features that make the Users’ experience with the product smoother, more exciting, or more productive? Are there features that make developing on the platform less costly? I’ll add one more question to the debate: What about current software utilization? I know how busy people are, and I know becoming a master of all things Microsoft Dynamics CRM is not on everyone’s long, long to-do list, so why

upgrade if you have a huge list of currently-available, underutilized features? Are people really using what they have? In Microsoft Dynamics CRM, there are some very core building block entities. These include the Account, Contact, Lead, Opportunity, Case, and a set of activities. You can also expand this list to include orders, quotes and products, contracts, queues, and more. Now each of these entities has numerous out-of-the-box fields (or “attributes”), a set of views, and a form. Additionally, given that 90 percent of all Microsoft Dynamics CRM installations include configuration, you might also have custom fields and views as well as a configured form. One of the key, long-established considerations for the Microsoft Dynamics CRM development team is honoring the existing installations, Customers, and combined knowledge that the Microsoft Dynamics CRM community of Partners and Users contains. As each update and upgrade is released, information you’ve learned and mastered on previous updates and the base entities is not wasted! Let me say that again: what you learn today on Microsoft Dynamics CRM v4

is valuable to you when you upgrade to version 2011. Unlike my mastery of other technologies such as DOS, SuperCalc, WordPerfect, or even older, no-longer-supported versions of Office, my seven years of experience with Microsoft Dynamics CRM has been building. What I learned in the v1.2 days is still viable today. This is a huge statement given that seven years of technology change is a lifetime! After all, in 2004 there was no Facebook, Twitter, or YouTube. If you look at the account entity in Microsoft Dynamics CRM v4 and Microsoft Dynamics CRM v2011, you will find that the base remains almost exactly the same. The Microsoft Dynamics CRM v2011 entity has a few new features, but the core is unchanged. The attributes continue to have great consistency despite transitioning through numerous years of awesome development. One of the reasons for this stability is the consistent release of the Microsoft Dynamics CRM tiny rollups. Each rollup includes all the changes for a six-week period from the very active development team. In Microsoft Dynamics CRM v4, there have been 17 rollups, each building on the other. The next question becomes if rollups are so successful, then why have upgrades? If we are current on all rollups, aren’t we current in terms of the development effort? The reasoning behind an upgrade is that some of the big new functionality and features need to be communicated and adopted at a different level. These feature and functionality changes can be significant improvements and often include shifts based on industry feedback. In Microsoft Dynamics CRM v2011, the existing core entities remain unchanged, but new functionality and entities were added. For instance, by utilizing all that is great in SQL Server® 2008 (now a viable option) and the visual reporting techniques (Dundas Charts and SQL Server 2008 R2 Reporting Services), the Microsoft Dynamics CRM development team added Charts and Graphs as options for configuration and as User interface parts. They have also taken a hard look at the most common “complaints” from Users who are just ramping up on the software. The result was a decision to shift the tabbed interface to a more “Office”-like approach. They have replaced the tabs with a flattened interface and offer configurable forms. This gives different departments the ability to customize the experience for their specific Users. These are the type of features that warrant announcing

v2011 as a new full upgrade. Additionally, the release has than 500 new features. Yet, as a master of the v4 application, my learning curve to feel comfortable with v2011 has been relatively small. The lesson here is to “train now as it really pays off moving forward”. But with 500 new features, how can that be? It’s because there is very little I have to unlearn; I’m simply adding to my knowledge. So why upgrade? The trump card becomes the consideration of risk management. When it comes to technology, being current significantly reduces your risk that any problem you have will be unsolvable or extremely time-consuming to resolve. When there is an issue, the team of developers who you want to fix this issue should be the team working on that same code this week, this month, or this quarter. If the problem is current, the fix can be current; when the problem is on an older version, the fix is part of old software, and there is only so much that can be rolled back. Rolling back operating systems such as Windows Server 64 bit to Windows Server 2003 or old SQL Server databases such as SQL Server 2008 R2 to 2000 are huge considerations that impact the ability to efficiently find an answer and can quadruple the effort. Remember, all components of any given platform are changing and maturing, and with each change, other components come into the formula. When a support team must unwrap almost all that is current to get back to a point in time where a problem can be reproduced, they are faced with increasing complexity that costs time and money and increases risks. Consider this statement from a July 2011 InformationWeek blog: “In many end-user organizations, software support fees can make up the bulk of the yearly IT budget.” Another way to think of this is to compare software issues to a detective story case. If a case remains unsolved for two years, it is harder to solve than if a case happened yesterday and the clues and considerations are fresh, raw, and on the top of everyone’s mind. So the next time you look at the risks and/or costs of an upgrade – and there are risks and costs – consider the risks and costs of not staying current. Problems can quickly become unsolved cases because the tools and code that created them are old and/or have significantly changed. These problems can also become messy enough that you get forced into upgrading or living with them as opposed to making thoughtful and well-timed business choices. CRMUG

The CRMUG Magazine

Fall 2011

Member Showcase Jones Lang LaSalle . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 VAR Member Showcase EHTC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

the reasoning behind an

upgrade is that some of the big new functionality and features need

Mobile CRM – Is Now the Time? . . . . . . . . . . . . . . . . . . 30

to be communicated at a different level. 18

The CRMUG Magazine

Fall 2011

contents Fall 2011

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Greetings, Welcome to the Fall 2011 edition of CRMUG ® Magazine! Janet Lampert

he Microsoft Dynamics CRM User Group (CRMUG®) continues to grow in size and diversity – today we are more than 1,000 Members strong! It’s exciting to see the constantly increasing activity going on within the group – Users helping Users solve problems, CRM MVPs sharing product insight, and Microsoft’s team getting feedback directly from the community. In the flurry of CRMUG activity, how can you be sure that you’re participating in the group effectively and getting the most value from it? Let me suggest a few ideas to help keep you focused: »» Set clear objectives. Attack your participation in the User group with a clear goal in mind. What are the challenges your organization is facing today? How can you most effectively find answers or solutions to address those issues? »» Prioritize. You have a full plate every day just keeping up with your job. How do you decide if you are actually going participate in an event you signed up for when other things come up that day? Identify the User group events and activities that are most important to you and commit to participating in those activities. »» Network. Take advantage of face-to-face networking. As easy as it is to stay connected electronically, nothing beats sitting across the table from someone and having a long discussion on tips and tricks that can help you be more productive. »» Pay it forward. The reason CRMUG grows and thrives is that other Users like you are willing to share knowledge and experiences. The more you share, the more likely it is that you will find other people who can help you solve your own challenges. »» Be accountable to yourself. Actively listen and make clear action plans for how you can use the information and ideas you gather.

Our most active Users claim that the value they glean from the group increases each time they engage. I encourage you to get involved in these areas over the next six months: »» Special Interest Groups. CRMUG currently has special interest groups (SIG) for a number of industries, roles, and technologies. Identify the SIGs that pertain to you and/or your organization and take part in virtual SIG meetings. These meetings are typically groups of 20 or fewer Users gathered on a webinar to hash out a specific topic decided on by the SIG Members. »» Regional Chapters. Chapter participation is one of the best ways to meet and learn from other Users in your area. We are launching at least 24 new regional chapters this fall! If there is one near you, I encourage you to become an active Member and even consider taking a leadership role in the chapter. We will offer ongoing training and meeting tool kits to help chapter leaders facilitate group activity. »» CRMUG Summit 2011. The annual conference – taking place in Las Vegas this year – is a prime opportunity to network with and learn from CRM Users just like you. With 80+ breakout sessions led by Users, Microsoft MVPs, and other CRM experts – plus optional pre-conference, hands-on training courses – Summit is one of the best resources available for tackling your CRM issues and learning how to make better use of your solution. Read all about Summit 2011 on pages 14 and 15. Thank you for being a part of CRMUG. I look forward to your continued involvement and support. See you in Vegas!

Janet Lampert CRMUG Program Director

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meet the board Andreas Kraemer

Company: AARP | Location: Washington, DC Email: akraemer@aarp.org | Title: Senior Manager, Client Engagement | Industry: Non-Profit Board Member since: 2011 | Microsoft Dynamics CRM User since: 2006 Benefits of CRMUG: Knowledge sharing with other User Group Members; being part of a “community” with similar interests; attending Summit. What are you most looking forward to about Summit 2011? Getting to know other Users and their challenges, knowledge transfer between Users, and Microsoft’s Conduit sessions.

Company: RDM Corp. | Location: Waterloo, ON (Canada) Email: emorin@rdmcorp.com | Title: Operations Director | Industry: Financial Services Board Member since: 2010 | Microsoft Dynamics CRM User since: 2006 Benefits of CRMUG: CRMUG not only guides us to the right resources in a dense and confusing landscape of information, but also provides valuable information targeted to an industry, experience level, and so on. CRMUG’s network of Members also allows for valuable networking connections with people that are unbiased and have challenges, goals, and experiences in common.

Heather Thigpen

Company: IHS Inc. | Location: Englewood, CO | Email: heather.thigpen@ihs.com Title: IT Director, Customer Systems | Industry: Information and Insight Provider Board Member since: 2011 | Microsoft Dynamics CRM User since: 2005 Benefits of CRMUG: It’s a place to network with local Users to understand how other companies are leveraging the benefits of their systems as well as discover new vendors and opportunities to improve our business and the systems supporting it. What are you most looking forward to about Summit 2011? Connecting with other Users and learning about their successes.

Company: MidFirst Bank / Oklahoma City | Location: Oklahoma City, OK Email: jason.dinwiddie@midfirst.com | Title: Assistant Vice President / CRM Administrator Industry: Banking / Finance | Board Member since: 2010 | Microsoft Dynamics CRM User since: 2007 Benefits of CRMUG: Networking, education, and links to great CRM resources What are you most looking forward to about Summit 2011? I can’t wait to see everyone from the group! CRM 2011 will be the focus of this trip for MidFirst; we are really looking forward to hearing a lot about recent upgrades.

Rosalee Allan

Eric Morin

Jason Dinwiddie

Company: Pathology Associates Medical Laboratories (PAML) | Location: Spokane, WA Email: rallan@paml.com | Title: Chief Operations Officer | Industry: Medical/Healthcare Board Member since: 2008 | Microsoft Dynamics CRM User since: 2002 Benefits of CRMUG: Client experience, enterprise-wide view of client interaction, sales force automation What are you most looking forward to about Summit 2011? Networking and new ideas

Stay tuned to meet the rest of our board members in the next edition of CRMUG Magazine! Fall 2011

Webinars

More information and session recordings available at www.crmug.com/events

October 2011

User Group Information and Orientation October 18, 1:00pm ET CRMUG Summit 2011 Preview October 20, 2:00pm ET

Live Events

CRMUG Summit November 9-11 Las Vegas, NV

Regional Chapter Meetings December 2011 East Region

West Region

Atlanta, GA

Denver, CO

Boston, MA

Las Vegas, NV

Charlotte, NC

Los Angeles, CA

New York City, NY

Phoenix, AZ

Pittsburgh, PA

Portland, OR

Tampa, FL

Salt Lake City, UT

Washington, DC

San Diego, CA

Central Region

Seattle, WA

San Francisco, CA Chicago, IL Cincinnati, OH Cleveland, OH Columbus, OH Dallas, TX Detroit, MI Houston, TX Kansas City, KS Memphis, TN Minneapolis, MN San Antonio, TX St. Louis, MO

events 8

The CRMUG Magazine

The Kansas City Regional Chapter has Launched!

orty people representing 21 unique companies in the Kansas City metro area, and as far away as Omaha, NE, came together to launch the Kansas City regional chapter for CRMUG®. The event, which was hosted at the Microsoft facilities in Overland Park, KS, featured a session where each company reviewed the status of their Microsoft Dynamics® CRM implementation, User adoption best practices, productivity gains, and challenges. In addition, IDV Solutions was gracious in sponsoring lunch and provided an overview of their business intelligence software, which unites data sources in an interactive context for insight and integration back into Microsoft Dynamics CRM. The meeting was capped off by a CRMUG presentation from Janet Lampert of Dynamics Communities® on the value of CRMUG, expectations, and upcoming events. The meeting was adjourned with the announcement of the next KC CRMUG meeting and plans to replicate this model in both St. Louis and Omaha this fall. Here’s feedback received from event surveys: “I appreciate Microsoft hosting the inaugural meeting yesterday. We are on board for chairing the KC CRMUG. I look forward to collaborating with yourself and the User community as we expand our use of CRM.” “I attended the CRMUG Chapter Meeting yesterday and

® Regional Chapters was very encouraged with our implementation decision based on comments and demonstrations.” “I had no idea CRMUG existed or provided such a rich set of web events for further Microsoft Dynamics CRM learning. Thanks to the staff for driving this high-value event and organization!” “I had no idea there were so many companies just in the KC market using Microsoft Dynamics CRM. It really validated our decision to go with Microsoft and continue to grow our implementation.” Companies represented: Avanade IDV Solutions Black & Veatch Layne Christensen Blue Cross Blue Shield of KC MIQ Logistics Boon Consulting Net Standard Burns & Donnell Peterson Manufacturing Child Health Care of America Sonoma Partners Ciber TMNG Global Commerce Bank True North Outdoor CRM Innovation West Corporation CSM America YRCW ICORA

Conversation Flows at Tampa Bay Chapter Meeting

he Tampa Bay chapter of CRMUG met this fall and took the unconventional route to abandon their agenda in favor of discussions that started before the meeting officially began. In addition to fantastic input from the attending Members, Jeremy Wilson, CIO of MarineMax, delivered a Customer Showcase presentation and made a promise to host the group on a yacht for a future meeting. Several themes arose during the meeting, with hot topics such as the upgrade to Microsoft Dynamics CRM® 2011, performance, data migration/update, workflow, reporting, duplication management, and training/internal resource competency. The group also decided that each chapter meeting should have topics that appeal to several job roles. With that in mind, future meetings will have universal agenda items as well as times when the group will separate into technical and business tracks to go deeper where appropriate.

The next meeting, scheduled for December 8, 2011 at the Microsoft office in Tampa, will focus on workflow best practices (from technical and business perspectives), performance tuning (technical perspective), and reporting best practices and report wizard workshop (business perspective). In addition to these topics, Chris Cognetta of Tribridge will distribute virtual machines for Microsoft Dynamics CRM 2011 and Microsoft Dynamics® CRM 4.0 to help with creating a learning environment. Members should bring an 80GB hard drive if they’d like a copy, noting that a 64bit operation system is required for them to run on a computer. Finally, congratulations to Matt Rees of Amerilife who won a free Premium Enterprise membership to CRMUG. In addition to the December 8 meeting, a get together is planned CRMUG for November 11 at CRMUG Summit in Las Vegas.

news Fall 2011

Microsoft® Dynamics

CRM

e recently sat down with Craig Dewar, director of product management, and David Pennington, director of product marketing, to talk about the latest and greatest from Microsoft Dynamics® CRM. While Craig and David are new to the Microsoft Dynamics CRM team, they hail from other successful departments within the Microsoft Dynamics® organization, and it’s clear that from a well-received new release to cloud-related buzz to their CRMUG® ties, this Microsoft Dynamics CRM team is on a roll and building momentum. CRMUG: You launched Microsoft Dynamics CRM 2011 in January 2011. How has the product been received? What’s next for your team? Craig Dewar (CD): It’s been really interesting from two aspects. First, the core product moved from Microsoft Dynamics CRM 4.0 to the 2011 release, where it delivered three years of innovation from our research and development team to our Customers. The reaction has been very good, and if you look at the capabilities – for example, the dashboarding – there was a huge demand. The release has been adopted well by Customers. The second thing that was really interesting was the availability of Microsoft Dynamics® CRM Online in other markets and languages. Prior to 2011, we were only in the North American market with the online product; now we’re in 40 markets and have 41 supported languages. The ability for Customers in many different countries to get new functionality and a deployment choice has been enthusiastically received. At Microsoft’s Worldwide Partner Conference this summer we announced that we’ve reached two million Users and have closed the largest deals in our history. For example, the Los Angeles Unified School District recently purchased 70,000 seats. We have a huge breadth of Customers in all industries, segments, and deployment models.

The CRMUG Magazine

David Pennington (DP): We’ve also entered a new frontier where we will have a cadence of two new releases per year. Customers are going to see a much more rapid delivery of Microsoft Dynamics CRM service updates. The other piece is that going into other markets presents a great opportunity for Partners to address 100 percent of the market, enabling them to build code once and deploy both on-premise and online. CRMUG: That new schedule should put us pretty close to a new release then, correct? CD: Yes, the new release is coming at the end of October and will be called the Q4 update. The core pillars to that release include Office 365 support, including integration with Microsoft Lync™; CRM document libraries, where documents can be stored within an account; and a better administration and billing experience, where enterpriselevel Customers can manage both services via the same console, thus bringing together the billing and platform sides. Another pillar is enterprise cloud which adds cloud capabilities that large companies have been asking for. Our most public example of that is identity federation, also known as single sign-on. Today with Microsoft Dynamics CRM Online, we use a Windows Live ID for sign-on. This works great for most Users, but some larger Customers have their own active directory and want to have a single sign-on. This release makes that work seamlessly for them. We also have a social investment in the Q4 update. We’ve outlined a vision for social inside of business, which we call the “business hub.” There’s a new capability called activity feeds that is similar to Twitter where people can choose to follow individuals and/or hash tags. In Microsoft Dynamics CRM, Users can pick an account, lead, or opportunity and follow those, getting updates as activity happens around those entities. It’s a way of getting information that you’re interested in and having it filtered directly to you. This is our first social

Need training? In addition to what CRMUG has to offer, specifically the Academy resources available at http://Academy.CRMUG.com, check out these resources from the Microsoft Dynamics CRM team: »» eLearning Courses – http://www.microsoft.com/dynamics/customer/en-us/access-customersource and via Microsoft Dynamics CRM Online in the Resource Center »» Microsoft Dynamics CRM Online Video Gallery – www.democrmonline.com »» Microsoft Dynamics CRM YouTube Channel – www.youtube.com/user/MSdynamCRM

investment, and our road map shows us working towards more in the next three releases. Finally, a new Windows Phone-based mobile client will be able to receive social feeds so Customers can always know what’s going on with their accounts.

can easily support transitions to that model for those that want it. DP: The whole engagement model has changed. Within minutes you can be on a trial for free, and we’re seeing a lot of people try online first. As you go through the trial process, I would encourage Customers to connect with a Partner who services their vertical.

CRMUG: Online Users will get this Q4 update automatically, correct? CD: Yes, this will happen automatically for online Users. The social capability will be available in Marketplace, so any on-premise Customer can download it once it’s available. Our intention is to keep a core concept of symmetry between onpremise and online deployments. One other thing that’s farther out but still interesting is that in calendar year 2012, we’ll provide crossbrowser support for our client. Right now we’re exclusively in Internet Explorer, but in 2012 we’ll also support Safari, Firefox, and Chrome.

CRMUG: How would a User go about finding a Partner? CD: The best way is via the Marketplace (found at http://dynamicscrm.pinpoint.microsoft.com). It’s integrated into the Microsoft Dynamics CRM experience and includes solution entries and services. Customers can look regionally or by industry expertise.

CRMUG: The buzz for Microsoft Dynamics CRM is all about the cloud. What would you recommend Users do if they are contemplating whether a move to the cloud is right for their organization? CD: For new Customers, I recommend they try out our 30-day riskfree trial (found at http://crm.dynamics.com). For existing Customers, there are implications they’d need to think through regarding licensing. If they’ve made a capital investment in licenses, they don’t necessarily want to throw that away. We’re in the process of updating our license agreements to allow Customers to transition the purchases to online, but that information is still coming. Customers also need to think about their business case over time. Look three to five years out at potential business needs and compare those needs to where they are right now. We also have Customers who, for a variety of regulatory reasons, are looking at a Partner-hosted option, and we’re looking at how we

CRMUG: Is Microsoft providing any training or resources for Users who are evaluating an upgrade to Microsoft Dynamics CRM 2011, either on-premise or in the cloud? CD: Yes; today we have eLearning courses on the 2011 release that show its new capabilities. We have everything from the short how-to on particular features to the more formal “one to two hour sit down and pass a test” course. (Check the sidebar for navigation information to these courses.) DP: We also have numerous YouTube videos on our Microsoft Dynamics CRM channel where Customers can watch short videos to get up to speed. (See the sidebar for more information.) CRMUG: We’re fortunate to collaborate with your team on a regular basis. What has been beneficial to your team in collaborating with our User group? DP: This is a tremendous relationship that allows us to get feedback about what’s working, and it’s a great listening vehicle that we can bring back to our research and development team and into our marketing campaigns. We’ve been able to react based on information we’ve received from the CRMUG members, and we appreciate that feedback. CRMUG

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Leading in an Unpredictable Economy

by Yacov Wrocherinsky he uncertainty of today’s global economy, coupled with the changing needs of Customers, causes us as business leaders to seek ways to bring some predictability into our company and our visions for the future. Many great business visions are intuitive in nature. We begin by understanding the Customers’ needs and then creating solutions that match those needs. Creating a vision with strategies is half of the equation; executing on the vision is the other half. In order to execute effectively and understand where our strategies might need adjustment, we need to continually analyze the current health of our business by using key data and metrics to predict necessary changes. Valuable analysis will also point out opportunities for growth and new Customer needs. While predicting the future of our business is not an exact science, it is significantly aided by technology, including by tracking key performance indicators (KPIs) such as metrics-driven CRM.

Leading Beyond the Technology Successful organizations are using and tracking metrics to help analyze their business as a primary driver of strategy and competitive advantage. Analytics and quantitative decisions

and modeling are being used to optimize business processes – to help identify the best Customers, select the ideal price, calculate the best supply chain routing, or pick the best person to hire. While technology provides us with innovative tools for analytics, leadership drives the process.

Buy-In From the Top A key factor in successfully using analytics is endorsement from the senior executive team. Analytical resources and technology won’t affect change within an organization unless executives face the truth about their current business and ensure that analytics are used to drive business strategy. Decision making based on data, facts, and complex statistics is just part of the equation. The second key part requires substantial changes in culture and behavior that must be driven from the top. In companies that find predictability and competitive advantage using analytics, the CEO is a supporter and continually calls into question the evidence to support the assumptions and conclusions of the company strategy and performance.

Stay Focused on the Target It’s important to maintain a strategic focus for analytical activity. Ups and downs of an

unpredictable market can cause us to grasp at new strategies that appear to be bright and shiny or to retreat from our current direction out of fear. Fact-based decisions aligned with our strategies provide us with less turbulence and an increased understanding of the impacts of our decisions and daily actions. Testing assumptions with data through analysis and dialogue will help us to more successfully predict outcomes rather than simply hope for positive results.

Building Momentum with Teamwork Good data from transactional systems is increasingly available, and analytical technology has become easier to use. However, the ability for leadership to use this data and information to improve the state of the business and innovate around Customer needs requires teamwork and collaboration. A trusting environment for open dialogues about what is working and

what needs adjusting is the key to making effective use of the information harvested with analytics. Leaders set the stage for trust with mutual respect for individual perspectives and by listening to each other. Leaders also set the stage by being willing to set their egos aside and by listening to what the data is telling them about their decisions and actions. Despite the fact that we are surrounded by uncertainty in today’s marketplace, the right technology and leadership strategies can facilitate improved decision making and strategy setting with more preCRMUG dictability.

About the Author

Yacov Wrocherinsky is founder and CEO of Infinity Info Systems, a New York City-based information technology consulting firm focused on customer relationship management (CRM) and business analytics solutions for clients in the financial, life sciences, business services, media, and manufacturing/distribution industries around the world. For more information, contact Yacov at 800-354-4228 or visit Infinity online at www.infinityinfo.com. Fall 2011

Top Reasons to Attend CRMUG® Summit 2011 Engage in Unique Networking Opportunities CRMUG Summit is designed with one thing in mind: to connect you, the Microsoft Dynamics® CRM User, with the right resources to address your specific Microsoft Dynamics CRM challenges, issues, and priorities. We create ample networking opportunities to make it easy for you to connect with other Users, Partners, and Microsoft team members. Those opportunities include structured networking sessions, Microsoft Town Hall meetings, exclusive expo times, interactive discussions, Microsoft Conduits, role/industry/ location-based roundtables, Ask the Experts sessions, meetings-onthe-fly, networking receptions, and more. And, of course, there will be plenty of opportunities to keep the conversations and the fun going even after the day’s planned agenda is complete (after all, we will be in Vegas)!

Learn From the Experiences of Other Microsoft Dynamics CRM Users Come explore what’s possible! CRMUG Summit gives you an opportunity to meet other Microsoft Dynamics CRM Users who are in a similar industry or have similar goals. Bounce your ideas and challenges off them, and learn from their experiences to pick up some new best practices for your own organization. Someone, somewhere has solved an issue you’re grappling with right now. Don’t reinvent the wheel; simplify your life by learning from the expertise of others.

Hone Your Microsoft Dynamics CRM Skills at a Conference Designed for You As the largest independent, User-led conference dedicated exclusively to Microsoft Dynamics CRM, everyone who attends Summit has a vested interest in the product and has experience from which you can benefit. This is your opportunity to hash out current hot topics, see the newest product developments, and share new

insights around solving your business challenges. CRMUG Summit is all Microsoft Dynamics CRM, all the time.

Get Microsoft Dynamics CRM Answers Right From the Top The Town Hall meeting is typically one of the most anticipated features of CRMUG Summit! It’s a rapid-fire, Q&A type of session where key Microsoft Dynamics CRM executives in Research and Development, Support, Service, and Marketing roles address your burning Microsoft Dynamics CRM questions or concerns. Bring your product or strategy questions and participate in this candid, open, and honest discussion with Microsoft Dynamics CRM leaders and influencers.

Learn to Better Utilize Microsoft Dynamics CRM in Your Role Within your organization, you and your teammates likely utilize Microsoft Dynamics CRM differently, depending on your role. Summit 2011 is set up the same way and we have sessions and learning tracks for the various roles and experience levels within your organization. Whether you’re a CRM rookie or seasoned professional in sales, marketing, customer service, IT support, or development, you’ll meet Users like you.

Realize a Strong Return on Your Summit 2011 Investment CRMUG Summit 2011 could be one of the greatest investments you make to enhance your personal productivity and help improve your organization’s overall return from Microsoft Dynamics CRM this year. You’ll have three days to interact, discuss, share experiences, troubleshoot, find solutions, talk to Microsoft, shop new products, and make valuable connections, all for the price of about a day and a half of an independent consultant’s time! Summit will likely pay for itself through the answers, solutions, and best practice tips you’ll pick up at the conference.

Not-to-Miss Sessions at Summit

Here are some sessions that are likely to generate a lot of interest among Users: » 20 Most Underutilized Features » Building B-to-B Social CRM Strategies » Build Custom Charts and Dashboards

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» Creating and Tracking Goals in Microsoft Dynamics CRM » CRM Upgrade Lessons Learned » How to Present and Sell CRM Internally

Anne Stanton, FM Global

Mike Rogers, CustomerEffective “Networking with Peers, CRM Users, Partners and ISVs” “Learning, Networking and Connecting – I am also looking for a chance to get a really good sense of CRM 2011 in the field.”

Derek Warburton, Ten Digits Software

Meet Me There! Andreas Kraemer, AARP

“At Summit 2011, I’m most looking forward to getting to know other Users and their challenges, and the knowledge transfer between Users and Microsoft through Conduit sessions.”

Janet Lampert, Dynamic Communities

“Connecting with the Microsoft Dynamics CRM User community to learn about the successes and challenges with CRM, and to address any questions attendees have about Mobile CRM.”

“I have seen tremendous sharing of CRM ideas and knowledge through webinars and virtual interactions over the last several months. It will be exciting to see this collaborative learning accelerate as we all meet face to face at Summit!”

» It’s all About the Data » Mobile CRM – Real World Experience » SharePoint and CRM » Top Things a Sales Person can do with CRM

Be sure to review the sessions and plan your Summit experience! Learn more about CRMUG Summit 2011 at www.crmug.com/ conferences/summit-2011. Fall 2011

Hans van Lier

Rick Lambrechts

The fact that Sofon supplies standard software with no customizations sounded good to us

www.sofon.com

Tyco enjoys getting more done with the same sales capacity

yco Valves & Controls supplies a customer-specific construction of drives and circuit breakers to industrial installers and industrial end users: factories in which steam, water and gas are processed or moved. Selling such complex products means making complex quotations. Tyco’s Dutch branch decided to look for a way to improve their quotation process. We discuss the solution that Tyco found in Sofon Guided Selling Software with Hans van Lier (Strategic Account Director Oil and Gas) and Rick Lambrechts (Inside Sales Manager). Whole quotation and order process improved Tyco was quick to discover that they could improve their whole quotation and order process with Sofon. Van Lier explains: “Quotations would be rapidly and accurately produced and data would no longer need retyping manually in ERP when a request became an order. Sofon also has a Microsoft Dynamics CRM Connector available. This Connector will be used in the Microsoft Dynamics CRM implementation of Tyco Flow Control and this will make life even easier.”

Competitors Tyco also gave Sofon’s competitors a serious chance during the orientation phase. Van Lier explains: “But the Sofon software really offered more flexibility. And the people we came into contact with at Sofon clearly knew what they were talking about and listened closely to what we wanted. The fact that Sofon supplies standard software with no customizations sounded good to us. If we would work with a customized system, we would end up with different versions per country or per branch and we would be dependent on expensive, time-consuming programmers. We definitely didn’t want that.” Sofon Day Once the decision to go for Sofon was made, the implementation started. Lambrechts continues: “Sofon gave us great guidance from a consultant with a lot of experience. He present-

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ed us with a detailed plan, worked out step by step, so it was clear which steps we needed to take to make our deadline. We formed a team of three product specialists, an IT person and myself. Tuesday was renamed as ‘Sofon Day’. On that day we could work exclusively on Sofon, without being disturbed. For us this was a good choice. The Sofon Day gave us speed and familiarity with the software. If an implementation is ad hoc, things will easily come up and slow the process down.” Team The teamwork brought Tyco many advantages. Lambrechts explains: “Every colleague has a different solution for the same problem and you choose the best idea from them. And if a colleague leaves the company, his or her knowledge is not all lost. That danger exists if you put only one person on the implementation.” Clearing up The biggest job the team encountered was clearing up data. Van Lier goes on: “Over the years mistakes tend to creep into your data. Other data turns out to be duplicated, and some data is even absent. With Sofon this kind of thing really gets sorted out. And that is definitely necessary to prevent mistakes in quotations and all the problems this causes.” Implementation After preparing for about half a year, Tyco is operational with Sofon. Quotation processing within the organization is now mainly automated. Lambrechts comments: “We now really see the advantages of Sofon on a day-to-day basis. Like most Sofon customers we now generate error-free quotations much faster. We have also seen our service improve. Previously, if an adjustment in a quotation was necessary, you could pretty much hear the sighs in the Sales Office. That was understandable, as the entire quotation would have to be re-calculated. Now Sofon does that automatically for us and it is a real pleasure to promise clients a new quotation within five minutes.”

Spare parts Tyco now offers complete quotations that include optional spare parts. These spare parts were previously often not added. Van Lier continues: “Sofon automatically offers a ‘spare parts quotation’. This is very handy for the customer as spare parts are often needed; to us, this means that the value of our quotations increases.” More work with the same sales capacity By using Sofon, a lot of time has been freedup. Van Lier: “We can get more work done with the same sales capacity. And that is necessary in these busy times. Because we work quickly, our quotation reaches the customer sooner.” More possibilities Tyco sees more and more possibilities to use Sofon. Lambrechts: “You never finish improving things with Sofon. There are so many possibilities. We can produce different sales documents with Sofon, include scale sketches in sales documents, and give our clients and service engineers access to Sofon... The options are limitless.”

ReSuLTS · Quotations improved in terms of content and design · Data is correct. Mistakes in quotations are prevented · Impressive processing speed in generating quotations · Standard software now in use · Improved service: adjustments in quotations become much simpler · Automatic offer of spare parts · More work done with the same sales capacity · No retyping needed in ERP · Microsoft Dynamics CRM Connector available

Saving Green by Patrick Collins

hen Jade Blacksher talks about saving money, she doesn’t measure it in dollar amounts. At the Arbor Day Foundation (www.arborday. org), where she works as both a program manager and a technology trainer, a basic membership costs $10. So when she mentions automating a process that would have consumed $200 in staff time, she says the technology saved 20 members. It’s a fine distinction, perhaps, but it’s one that resonates throughout the organization whose mission is to inspire people to plant, nurture, and celebrate trees. “It’s what we do on a daily basis,” she says. “We help people become more in touch with nature by providing them with trees at a reduced cost.” For the more than one million members of the Arbor Day Foundation, the $10 membership fee goes a long way. More than 90 percent of them opt to receive 10 tree seedlings, which are grown at and shipped from either a partnering nursery in Tennessee or the foundation-owned facility in Nebraska City, Nebraska. For those members with space restrictions, shrubs are available. And as for members who live in apartments or assisted living facilities, the foundation has a give-a-tree program that contributes to reforestation efforts in national forests. Trees are shipped twice a year, with members using the Arbor Day Foundation’s widely-used Hardiness Zone map as a guideline for choosing the right trees for their location. In addition to memberships, the foundation promotes its mission with programs. Tree Line USA® inspires good practices for tree trimming close to utility lines, and 74 colleges and universities currently participate in Tree Campus USA, which started in 2008. The foundation’s crown jewel is the Tree City USA® program. Launched in 1976, the program has grown from 42 municipalities to 3,464 communities ranging in size from Julian, Nebraska, with a population of 71, to New York City, which has 8,392,000 residents. “Becoming a Tree City is an honor,” Blacksher explains, “and in doing so you have to meet standards, such as a certain expenditure per

capita and having a working tree board. We work very closely with communities, and we also work with regional or state contacts, which help form great relationships that help grow the program.” Along with growing the program, a lot of paperwork was generated. In the process of deploying Microsoft Dynamics® CRM to organize communications, Blacksher says they began “looking at other things.” That led to the creation of a portal that’s used by approximately 40 percent of the communities seeking to obtain or renew a Tree City USA designation without wasting paper – or the trees that make it. “It’s huge,” she says. To learn from others, Blacksher attended a CRMUG® Summit in Chicago, and last year at the CRMUG Summit in Orlando, she presented during two workshops. As the go-to person for questions at the Foundation, Blacksher says that what she learned at Summit is invaluable. But she also expects the wisdom of other Users – and the knowledge obtained at future Summit events – to come in quite handy as the Arbor Day Foundation tackles its next big IT project. Microsoft Dynamics® NAV handles the Foundation’s order entries and pushes the information to the nurseries, which run reports on portals. It also aligns financials for all the Foundation’s programs and, thanks to custom-created dashboards, makes it possible for people to more easily and quickly run role-specific queries. Microsoft Dynamics CRM, in addition to serving as a portal, helps the Foundation manage its contact with existing and potential members. “Our next big thing is to get a back-and-forth flow going between the CRM technology and Microsoft Dynamics NAV,” Blacksher says. “Our mission is to get people knowledgeable and passionate about trees. We’re not all about money, but in order to achieve our mission, we have to have a sustainable finance system. To do that, it’s very important to have the right tools.” CRMUG

member in

action Fall 2011

Microsoft Dynamics CRM 4 to Microsoft Dynamics CRM 2011: ® ®

Should I Upgrade and When? by Anne Stanton

The CRMUG Magazine

feature is valuable to you when you upgrade to version 2011. Unlike my mastery of other technologies such as DOS, SuperCalc, WordPerfect, or even older, no-longer-supported versions of Office, my seven years of experience with Microsoft Dynamics CRM has been building. What I learned in the 1.2 days is still viable today. This is a huge statement given that seven years of technology change is a lifetime! After all, in 2004 there was no Facebook, Twitter, or YouTube. If you look at the account entity in Microsoft Dynamics CRM 4 and Microsoft Dynamics CRM 2011, you will find that the base remains almost exactly the same. The Microsoft Dynamics CRM 2011 entity has a few new features, but the core is unchanged. The attributes continue to have great consistency despite transitioning through numerous years of awesome development. One of the reasons for this stability is the consistent release of the Microsoft Dynamics CRM tiny rollups. Each rollup includes all the changes for a six-week period from the very active development team. In Microsoft Dynamics CRM 4, there have been 17 rollups, each building on the other. The next question becomes if rollups are so successful, then why have upgrades? If we are current on all rollups, aren’t we current in terms of the development effort? The reasoning behind an upgrade is that some of the big new functionality and features need to be communicated and adopted at a different level. These feature and functionality changes can be significant improvements and often include shifts based on industry feedback. In Microsoft Dynamics CRM 2011, the existing core entities remain unchanged, but new functionality and entities were added. For instance, by utilizing all that is great in SQL Server® 2008 (now a viable option) and the visual reporting techniques (Dundas Charts and SQL Server 2008 R2 Reporting Services), the Microsoft Dynamics CRM development team added Charts and Graphs as options for configuration and as User interface parts. They have also taken a hard look at the most common “complaints” from Users who are just ramping up on the software. The result was a decision to shift the tabbed interface to a more “Office”-like approach. They have replaced the tabs with a flattened interface and offer configurable forms. This gives different departments the ability to customize the experience for their specific Users. These are the type of features that warrant announcing

2011 as a new full upgrade. Additionally, the release has than 500 new features. Yet, as a master of the 4 application, my learning curve to feel comfortable with 2011 has been relatively small. The lesson here is to “train now as it really pays off moving forward”. But with 500 new features, how can that be? It’s because there is very little I have to unlearn; I’m simply adding to my knowledge. So why upgrade? The trump card becomes the consideration of risk management. When it comes to technology, being current significantly reduces your risk that any problem you have will be unsolvable or extremely time-consuming to resolve. When there is an issue, the team of developers who you want to fix this issue should be the team working on that same code this week, this month, or this quarter. If the problem is current, the fix can be current; when the problem is on an older version, the fix is part of old software, and there is only so much that can be rolled back. Rolling back operating systems such as Windows Server 64 bit to Windows Server 2003 or old SQL Server databases such as SQL Server 2008 R2 to 2000 are huge considerations that impact the ability to efficiently find an answer and can quadruple the effort. Remember, all components of any given platform are changing and maturing, and with each change, other components come into the formula. When a support team must unwrap almost all that is current to get back to a point in time where a problem can be reproduced, they are faced with increasing complexity that costs time and money and increases risks. Consider this statement from a July 2011 InformationWeek blog: “In many end-user organizations, software support fees can make up the bulk of the yearly IT budget.” Another way to think of this is to compare software issues to a detective story case. If a case remains unsolved for two years, it is harder to solve than if a case happened yesterday and the clues and considerations are fresh, raw, and on the top of everyone’s mind. So the next time you look at the risks and/or costs of an upgrade – and there are risks and costs – consider the risks and costs of not staying current. Problems can quickly become unsolved cases because the tools and code that created them are old and/or have significantly changed. These problems can also become messy enough that you get forced into upgrading or living with them as opposed to making thoughtful and well-timed business choices. CRMUG

the reasoning behind an

upgrade is that some of the big new functionality and features need to be communicated at a different level. Fall 2011

CRMUG

contest

name that photo

e have so many great photos from our events, and we’re so glad that we can now share them with you! This photo of Abraham Urasma of Black & Veatch Corporation and Donna Edwards, an MVP, was taken at CRMUG® Summit 2010. What would you name this photo? Simply email your submission to captioncontest@crmug.com; all submissions will be printed in the magazine’s next edition.

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Academy Corner Interview We caught up with Tom Weaver, financial systems manager, and discussed his experience taking training at Summit. CRMUG: You signed up for two classes at Summit last year; how were they? Tom Weaver (TW): Well, first of all, the detailed instructions to prepare my laptop for these classes were easy to follow. The sessions were so incredibly helpful and such a great value. One of the unexpected benefits was the opportunity to form a relationship with the instructors, and subsequently, I’ve been able to get some great advice from them over the past year on a couple of key issues for us. CRMUG: Are you taking any training at Summit this year? TW: I had a difficult time selecting one session this year with so many great classes to choose from! I can’t wait to get there and am still hoping that I can find some funds to take more classes. CRMUG: Why should folks coming to Summit sign up for classes? TW: I think it’s just a natural fit – you’re there already, so why not extend your stay by a day or two and really dive

deep? The instructors are so knowledgeable; they’re really subject matter experts, so I like taking advantage of this opportunity because I have confidence that it’s going to be a great class. What I’ve discovered is that I get to know others in my classes that first day, and with that jump start, I continue networking with them the rest of the week, really forming relationships and sharing ideas and solutions. You simply cannot put a price on that! CRMUG: So you think it’s a good value? TW: It’s a great value. The classes are cheaper than other classes I’ve found in the market, the instructors are approachable, and the hands-on environment is great. It’s so much easier than taking a separate trip at some other time just for a class. CRMUG: Any tips for Vegas first-timers? TW: Always double down and play 27 red. Seriously, bring a camera – it’s pretty amazing. CRMUG: Thanks very much for taking the time to speak with us, Tom. TW: My pleasure.

CRMUG Academy

ooking for cost-effective, information-packed, expert-led Microsoft Dynamics® CRM classes? Join us in Vegas for Summit 2011 and our pre-conference training classes! Once again this year we’re featuring a variety of half- and full-day classes, taught by experts in Microsoft Dynamics CRM and the related tools. You’ll benefit immediately from: »» Instructor-led classroom training; instructors are experts in both the solution and in the tools »» Targeted content »» Hands-on training environment »» Lower priced than traditional in-person classes »» Discounts for CRMUG Premium Members and Microsoft Service Plan Members Check out these titles:

»» Introduction to Plug-in Development in CRM

»» Architecture and Design for CRM Applications »» Leveraging SharePoint as Your Business Intelligence Platform

»» Transitioning Your UI to CRM 2011 »» Deploying Dashboards with Tools You Already Own

»» Advanced Plug-in Development Leveraging CRM SDK Advanced Developer Extensions

»» Supporting Your Business Process With

Dynamics CRM Process Engine - Hands on Workshop »» Improving Your Business Processes with SharePoint Workflow You don’t even need to register for Summit to take the classes. Visit www.crmug.com for more information. CRMUG

2011

»» Reporting 101 with Microsoft Dynamics CRM

Fall 2011

“When we began our evaluation of sales intelligence providers, InsideView was one of eight contenders, and through extensive research emerged as the clear choice for Cincom. In addition to company directories and sales intelligence, InsideView’s social media insights are really pumping up our sales productivity. Our sales teams now leverage relevant sales intelligence right within Microsoft Dynamics CRM.” – Jay McKeever, Director of Worldwide Marketing, Cincom Systems, Inc.

Company: InsideView

Interviewee: Heidi Tucker, vice president of global alliances

Headquarters: San Francisco, California

Phone: 206-200-2898

Email: microsoft@insideview.com

Website: www.insideview.com/ microsoft

Established: 2005

CRMUG® Partner Member since: 2009

CRMUG: How did InsideView get its start? Heidi Tucker (HT): Umberto Milletti started the company to help Customer-facing employees be more productive and have better business conversations with their Customers and prospects. The idea grew out of the pain he saw his salespeople going through when it came to getting information about Customers. He thought it so inefficient that after he sold his first company, he started InsideView to harness the intelligence found through technology to make it really easy for salespeople to find and use the information they need. Now, as a Sales 2.0 leader, we’re always looking for new cloud and web-based ways to help salespeople do things better and more effectively. CRMUG: Tell me about the InsideView product. HT: InsideView provides Customer intelligence for salespeople and Users of customer relationship management (CRM) software. Specifically, we help salespeople get relevant and social insights and real-time information about the companies and contacts they care about. We pull that information from many sources, including traditional company data — overlaid with real-

time social media, networking, and profiles — to give Users a robust experience where they can see current as well as historic information about the companies they’re calling on. That allows them to win more deals and reduce their sales cycles because they have all the information at their fingertips that they’d normally have to spend hours looking for. We have an integration with Microsoft Dynamics® CRM 2011, both online and on-premise, and one of the things that Microsoft Dynamics® CRM Customers find most valuable is that they can click one button and synchronize information from InsideView back to Microsoft Dynamics CRM, which saves time, reduces data entry errors, and keeps data clean. We also help companies drive CRM User adoption. When salespeople open a CRM account record and current information about that company and all its key contacts is automatically populated, they’re pretty amazed at how valuable all that is, right in front of them. Giving salespeople what they want and need, right inside CRM, is the best way to get them to use CRM frequently.

InsideView provides Customer intelligence for salespeople and Users of customer relationship management (CRM) software.

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CRMUG: What do you have coming up for Customers? HT: We were named the Microsoft Dynamics Marketplace Partner of the Year at Microsoft’s Worldwide Partner Conference this summer. We’re relatively new to the Microsoft Partner ecosystem, so right now we’re focusing on getting to as many Microsoft Dynamics CRM Customers and Partners as possible to help them find better sales results and higher CRM usage, versus renting lists and cold calling. Also, we have a new product release every six weeks, so we’re constantly innovating and figuring out how salespeople can use our service better and get more value. CRMUG: What makes InsideView different from competing products? HT: There is no competitor that’s doing all of what we do. Our major competitor is a widespread lack of call preparation because many salespeople don’t take the time to track their prospects, learn about their important business issues, and discover relevant and timely reasons to engage with them. Those that do are significantly more successful. Unlike other products, we’re data source agnostic and bring all our sources together so that Users don’t have to pick only one. Users then get the most complete and accurate information possible. This includes breaking news, social feeds, and so on. Finally, InsideView takes five minutes to fully install into Microsoft Dynamics CRM Online and 30 minutes for on-premise solutions.

CRMUG: What’s been the greatest benefit of being involved in CRMUG®? HT: It’s a two-way street. CRMUG Member webinars allow us to reach a large number of Microsoft Dynamics CRM Users with information about InsideView and how we can help them be immediately more productive as well as save money. We love the feedback that we get from Customers participating in these forums and sessions. CRMUG: What do you like most about the Microsoft Dynamics CRM community? HT: I see them as very appreciative of the value proposition we have to offer because everyone is trying to find a way to sell more effectively and incorporate social media in a meaningful way. When they see how InsideView delivers “actionable intelligence” and immediate results, we get great feedback. We believe that the Microsoft Dynamics CRM User base will continue to grow exponentially, and this is our chance to help a large group of people do their jobs better and outperform their competitors. Because InsideView is free and installs so easily, there’s instant gratification to dropping it into Microsoft Dynamics CRM, and moments later, saving time preparing for the day’s sales calls and easily finding new contacts and decision makers. I also like that this community shares a lot. I’ve found great advice, and the community is interested in learning about hot topics. All of this gives us a chance to dialogue and helps us shape our forward direction. CRMUG

isv member

showcase Fall 2011

CRMUG

tips & tricks

Give Custom Entities a Little Visual Love by Jim Steger

The CRMUG Magazine

In 2005, we found IconExperience (www.iconexperience.com), a company that provides a fantastic (and inexpensive) icon library.

We have recently upgraded to their v2 product line which contains more than 2,500 icons! The download even contains folders with icons sized for Microsoft Dynamics CRM. Even better, IconExperience provides a utility to merge and reformat its icons (it uses the Java runtime, so youâ&#x20AC;&#x2122;ll need to install that first to get the utility to work). You can quickly create your own unique composite icons, further increasing the size of your graphics library! For those of you who donâ&#x20AC;&#x2122;t have access to a graphic design department, IconExperience and configuring custom entity icons are a great way to create an even more visually appealing Microsoft Dynamics CRM application in a matter of minutes! CRMUG

Fall 2011

Pushpa Gowda

Company: Jones Lang LaSalle

Headquarters: Indianapolis, Indiana

Interviewee: Pushpa Gowda, global CRM program manager

Headquarters: Chicago, IL

Email: pushpa.gowda@am.jll.com

Website: www.joneslanglasalle.com

Established: 1783

Microsoft Dynamics® CRM User Since: 2007

CRMUG® Member Since: 2011

Number of Employees: 40,000

Number of Users: 4,000

ones Lang LaSalle is the product of 228 years’ worth of making sound choices. Originally based in London as an auctioneer shop, the company has evolved into a global real estate services and investment management firm with more than 40,000 employees in 70 countries. While the company has a global objective of putting the client first and foremost, Jones Lang LaSalle didn’t have the type of infrastructure necessary to make that objective easy on itself while the company grew. “The U.S. team was using Salesforce.com, and the rest of the world was on a variety of systems and spreadsheets,” says Pushpa Gowda, global CRM program manager for Jones Lang LaSalle. “Basically we had 15 different systems, not including the (Microsoft) Excel spreadsheets.” “One year, various teams were looking to purchase eight more separate systems. That’s what prompted us to look for one system that could handle everything,” Pushpa continues. Although Pushpa’s team wanted to find a global platform that gave people the information needed, they knew it would be difficult to find a one-size-fitsall product. To start the process, Jones Lang LaSalle interviewed five CRM system vendors, chose Microsoft Dynamics® CRM, and assembled 30 people from various roles across the company

for a global validation workshop to find out what was needed in a base system. After that they held regional workshops to learn more about each region’s specific needs. Microsoft Dynamics CRM was implemented in January 2007, with 300 Users in the United States. Later that year, the company rolled out to more Users in the U.S. and then to Russia and Asia. Their implementation was rounded out by third party solutions from Sonoma Partners and Ascendix. The initial implementation may be in the books, but the momentum hasn’t slowed down. “This is our fifth year with Microsoft Dynamics CRM, and we’re just as busy now as we were when we were ready to go live,” says Pushpa. “We’ve never stopped as we have new releases every six to eight weeks.” Jones Lang LaSalle has set its sights on upgrading to Microsoft Dynamics® CRM 2011, but it’s going to be a big project that will require much discussion and decisions, including the opportunities presented with an online deployment versus the company’s current on-premise solution. These types of decisions, along with the challenges that come with her day-to-day role, led Pushpa to join CRMUG®. “This is just a no-brainer to bring everybody together who has a common interest. Some of it is what you get out of Con-

vergence – networking, talking with people – and some of it is validation, knowing that you’re not alone in the challenges you face,” says Pushpa. Since Pushpa spends 50 to 75 percent of her time on the road, she hops into regional chapter meetings when and where she can. She also relies on LinkedIn® for program updates, a “no pressure, no obligation” way of getting information. “I went to the inaugural UK meeting in April. There were more than 30 people, and it went on for three or four hours,” says Pushpa. “If it hadn’t been a Friday afternoon, people would have stayed longer. It was super helpful and felt like it was just getting started when it ended.” Shortly after getting started with her membership, Pushpa volunteered to serve on the CRMUG Board and is committed to seeing the group grow and flourish while it continues to help other Microsoft Dynamics CRM professionals in the way it’s helped her. “If you can attend a chapter meeting, do it. If you can engage in just one meeting, it will show you the value straight off,” says Pushpa. “Other Users aren’t making any money off their opinions. Whether you have a free membership or Premium membership, take advantage of the things that get emailed to you. You don’t even have to go looking for them.” CRMUG

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showcase 26

The CRMUG Magazine

Welcome to Our

New Members CRMUG is adding new Members (with new Microsoft Dynamics® CRM expertise) every day! To date in 2011, we have added 981 Members to the CRMUG community, bringing the group’s grand total of Member organizations to 1,353. Welcome to our new Members, and to all Members, thank you for your participation and continued support! Each new Member organization adds value not only to their own company, but also to the entire community as they share their CRM knowledge and experiences. We want to recognize those Members who have invested in CRMUG Premium membership in 2011 as well as our Premium Partner Members. Thank you! Please note that these organizations have given CRMUG permission to share their name publicly.

Premium Members - 2011 American Society Employers

CB Richard Ellis

Evisions

Service Repair Solutions, Inc

AMERIND Risk Management Corporation

CES Group

Gilbert Advanced Asset Management

Sedgewick CMS

Jones Lang LaSalle

The Bond Exchange, Inc.

Amerlife

Child Health Corporation of America

Aspect Software

Columbia Forest Products

Layne Christensen

BASi

Cortex MMS, Inc.

NADA

Boa-Franc S.E.N.C.

Custom Equipment Solutions

Phillips Corporation

Blue Cross Blue Shield of Kansas City

Digiterre Ltd.

Quatro Automation

Drug Free Business

Saskatchewan Ministry of Environment

SmartDraw Software, LLC Thilmany YPO-WPO

Premium Partners - 2011 Click Dimensions IBIS Inc. InsideView, Inc. Sonoma Partners Tenrox

Again, thank you for your contributions, and welcome to CRMUG! If you, too, want to explore the benefits of CRMUG Premium Membership and take advantage of membership opportunities, simply visit www.CRMUG.com > Join CRMUG. Our Premium Members are the lifeblood of our organization and enable us to continue to provide valuable networking, educational events, and solution-specific programming.

Fall 2011

Company: EHTC

Interviewee: Pierre Hulsebus, CRM practice manager

Headquarters: Grand Rapids, Michigan

Email: PierreH@ehtc.com

Website: www.ehtc.com

Established: 1977

CRMUG® Partner Member Since: 2008

HTC is benefiting from CRMUG because an email caught Pierre Hulsebus’ eye. Pierre, CRM practice manager for EHTC, saw something come through for the group back in 2008 and didn’t hesitate in becoming a Charter Partner Member. “The biggest benefit I saw was that we would be able to network with Users,” says Pierre. “As consultants, we’re not always the Users of the systems in the same way our Customers are. Being able to interact with Users in a non-sales relationship has been beneficial as we’re able to learn how they’re using the product and then figure out best practices on our end as to how other Customers can realize the same success.” EHTC has been a CPA firm since 1977. The company started reselling Microsoft Dynamics® GP and Microsoft Dynamics® SL in the mid-1990s. Pierre joined EHTC in 2003 to start the firm’s Microsoft Dynamics® CRM practice, which specializes in integrating Microsoft Dynamics CRM with other applications. In addition to Pierre’s involvement with CRMUG, several of his colleagues and Customers are also involved at the regional chapter and national levels. “We know the value of User Groups because we run them locally for our GP and SL Customers,” says Pierre. “It was a bit more difficult to organize a local group for our CRM Customers as they’re spread across the United States. One of the primary reasons we got involved with CRMUG was to expose those Customers to training and establish for our Customers what kind of Partner we are. It

also helps validate what they hear from us when they hear it from fellow Users.” Pierre advises that his Customers join the User Groups’ special interest groups (SIGs) as they are a cost-effective way to learn more about what’s working for particular industries and their usage of Microsoft Dynamics CRM. “Joining a SIG allows you to talk with people who are doing the same things you’re trying to do,” says Pierre. “For example, if you’re in the sports and entertainment industry, chances are you’re going to be able to talk with others who are doing the same things as you and encountering similar challenges.” “One earmark of the User Group experience is that a lot of the CRMUG Members are some of the largest installs in the United States. You can learn a lot from them as they’ve likely tried many different things before they’ve found a solution that works for them. There’s not another forum in the Microsoft community that gives you that,” says Pierre. In addition to the SIGs, Pierre advises his Customers attend Summit. While he understands that it’s difficult to take time away from the office, he has fully realized the return on investment this opportunity presents. “There’s a thing about going away to a conference that forces you to be present and learn,” says Pierre. “You’re not going to be sold to, and you’re not buying a product; you’re just learning the best ways to use a product. This type of experience pays off and gives you the opportunity to learn things that may have taken you years to figure out on your own.” CRMUG

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Mobile CRM Is Now the Time?

by Derek Warburton TenDigits Software

here are significant opportunities for organizations that want to extend the use of Microsoft Dynamics® CRM, via smartphones or tablets, to their field staff. Microsoft Dynamics® CRM Online has made CRM more accessible to many organizations, and having a cloud-based mobile CRM solution simplifies the deployment and maintenance of the application. However, Users still need to consider the primary business objectives they’re looking to satisfy with mobile CRM or they’ll set themselves up for disappointment. There is a real opportunity to look at mobile CRM not as a replication of CRM in the office, but rather as a unique experience, enabling unique capabilities. For instance, a smartphone may allow for taking photos, shooting video, or recording a voicemail file. The ability to upload those files and attach them to CRM records could be very advantageous for many orga-

nizations, or perhaps triggering a CRM workflow from the mobile device to accelerate business processes, or many other capabilities or configuration considerations specific to mobile Users. Taking that one step further, many organizations now rely on the use of mobile CRM as their primary means of using CRM. Historically, CRM was primarily a desktop experience, and mobile CRM was used sparingly or as a secondary method of CRM access. Today, due to advances in mobile CRM software and the array of choices for mobile devices (including tablets), we see organizations that have hundreds of staff using their mobile devices as the primary CRM User interface. A great example is a large U.S.-based healthcare provider. They have 1,000 staff members liaising with patients, doctors, and other healthcare professionals throughout each day. Many times per day they will access and update patient information

There is a real opportunity to look at

mobile CRM not as a replication of CRM in the office, but rather as a

unique experience, enabling unique capabilities.

The CRMUG Magazine

feature

in CRM. That information feeds operational systems that, amongst many functions, better automates internal business processes that ensure the patients get referred to the most appropriate healthcare professionals and facilities. The vast majority of these field staff does not have a laptop or desktop; instead they rely 100 percent on their mobile device for CRM. Many organizations have more modest requirements, but mobile CRM can still drive real business success. They may just want field staff to be able to access and update CRM information before a sales call or meeting, quickly add or edit a contact or opportunity, enter some meeting notes, or complete a custom call report. These might be simple use cases, but these capabilities can greatly improve the field staff ’s ability to do their job effectively and better serve Customers. The company benefits, too: as CRM is better utilized, there is better and more timely data recorded, and CRM User adoption improves. For some time, the providers of mobile CRM solutions have touted the benefits of their offerings, based largely on theory and information derived from talking with their Customers. That information, although useful, is largely anecdotal, much more so than an objective independent assessment. On the other hand, Aberdeen Group’s November 2010 Benchmark Report “Sales Mobility: Quotas Untethered” was based on surveys with 269 end User companies (a copy of the report can be downloaded at www.tendigits.com/aberdeen-report.html). According to this study, companies that use mobile CRM have a 26 percent greater sales team quota achievement, enjoy a 36 percent lower sales representative turnover, and experience better year-over-year revenue growth, increased Cus-

tomer renewals, increased deal size, and increased CRM User adoption. The results are compelling, and it’s fair to infer similar benefits for non-sales organizations, but does that mean now is the time for you to rush out to acquire or deploy a mobile CRM solution? This brings us to the primary question your organization needs to answer before proceeding down this path. The one thing in common amongst organizations that have had great mobile CRM success is that they identified primary business objectives first, and then planned sufficiently to enable the accomplishment of those objectives. Handing this task to a team Member to simply compare the bells and whistles of various mobile CRM solutions – without the context of what you’re trying to achieve – is not an effective exercise. It’s not how successful organizations plan for CRM implementations, and ideally it’s not how an organization should plan for mobile CRM as there’s much more to mobile CRM success than deploying some software. In fact, how the software is implemented or configured can often have far greater impact on success than which product you choose. Only you can decide if now is the time for implementing mobile CRM in your organization. Is now the time for you? Here’s a hint: if you can identify a business objective (either on your own or after reviewing those listed below) and you have field staff that should be using CRM, then it’s likely time to take a closer look. Talk to your preferred mobile CRM ISV or implementation Partner to find a solution that best suits your needs. CRMUG

What’s your business objective

for mobile CRM?

According to TenDigits Software, the most common business objectives include: »» »» »»

Increase CRM User Adoption Increase Productivity Improve Sales Effectiveness

»» »» »»

Increase Revenue Gain a Competitive Edge Accelerate Business Processes

Fall 2011

CoreMotives. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Experlogix, Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 ICORA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 InsideView. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 Microsoft Dynamics Convergence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Microsoft Dynamics CRM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Sofon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Tribridge. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

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