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Training is the cornerstone of a successful CRM project

CRM projects, be they based on Microsoft Dynamics 365 or other technologies, are not easy.  The biggest challenge is not the technology but the change management.

And the secret to this change management is effective training.  Many people in your organisation will be asked to do new activities during your CRM project.  They can can only be successful with these, if they receive effective training. Effective training is training that brings about a change in behaviour - not just an accumulation of more facts.  A change in behaviour will not be achieved if the training is rushed, if the training is not highly practical and interactive or if the training is not relevant to the roles of the people involved.  I talk more about failure rates here .

For most people responsible for delivering a project such as CRM, there will two measures of success. Firstly that the solution delivered, delivers on the goals set out for it, and secondly that the users use it, and use it in the way that was intended so that the automation and reporting works as expected.

Typically, the goals of a CRM project will be based on the following:

  • Increases in sales, or better still, profits
  • Improved visibility of information across the organisation
  • More coherent processes flowing across different teamsSuccessfulCRMincreasesales
  • Easier reporting, especially reporting which combines data from multiple parts of the organisation
  • Improved interaction with customers
  • A better customer experience when customers are dealing with the organisation
  • Reduced data entry of customer data – data is entered once and flows from its point of entry to everywhere that it is needed.

Any true CRM technology can deliver on all of these goals. But to achieve them requires many things:

  • The solution must be designed to take maximum advantage of functionality of the selected technology
  • People designing the solution should consider multiple possible solutions before making their final decision about how to implement each feature
  • The ownership of the project should not be outsourced – formally or informally – from the organisation
  • The people involved in the testing must know about the functionality of the technology and about the processes being delivered as without both of these the testing will be inadequate
  • Everyone involved in the project should receive the necessary training

Read more: Training is the cornerstone of a successful CRM project

Taming the Beast of CRM Data - presented at CRM Saturday on 12th August 2017

Gill Walker was part of an outstanding line up of speakers speaking at CRM Saturday in Sydney on 12th August 2017.  The speakers all showed various ways that you can get more from your Microsoft Dynamics 365 CRM project.

Gill's presentation was about various ways that you can get more - more value, more use, more benefit from your CRM data.

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Gill is available to deliver this presentation to other groups interested in learning more about the key techniques to ensure that all that data that is captured by the users is put to maximum use.

If you would like to download the slide and commentary book from this presentation, click on the button below.

Download teal

Read more: Taming the Beast of CRM Data

Why 14% of CEOs want to junk their CRM and start all over again

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According to Gartner, 63% of CRM implementation projects fail to deliver on their investment.

Many report CRM systems need to be re-implemented three times or more just to get it right!

And…

14% of Managing Directors want to junk their CRM platform and start over! From our experience rescuing CRM implementations and projects, we’re surprised it’s not higher.

Why do so many businesses implement CRM so badly?

We’ve identified 6 key reasons why CRM projects fail. We see these again and again.

1. Businesses don’t scope properly.

This exchange from Alice in Wonderland sums it up nicely!

crm project failure alice and cheshire cat scoping

Alice: Would you tell me, please, which way I ought to go from here?

The Cheshire Cat: That depends a good deal on where you want to get to.

Alice: I don’t much care where.

The Cheshire Cat: Then it doesn’t much matter which way you go.

Alice: …So long as I get somewhere.

The Cheshire Cat: Oh, you’re sure to do that, if only you walk long enough.”

Sometimes the business has only the vaguest idea of what it wants to achieve from the project. All too often, the expectation is that ‘everything will be better once the CRM is in’, but no one defines what ‘better’ actually looks like. So when things are not perfect (and they never are!), CRM takes the blame for every issue.

One of our clients had to rebuild their solution twice - and they did not change the software within this timeframe. Their problems were in how they implemented the software, with too many badly done customisations.  Their primary problem was very inadequate scoping, while tying their original vendor to a fixed price.   They have now gone live, but with many fewer users than expected, much less functionality and a far bigger bill.  

When scoping is discussed, the questions of whether users should be involved in the scoping, or just IT or senior people will be raised.

Click here to read the rest of this article

 

Choosing a CRM Partner with Confidence

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You’ve decided on your technical solution.  Now you want to choose a CRM partner to help you make it happen.  This decision is at least as important (if not more so) than the technology decision.

There are few really bad CRM technologies out there, but there are some ‘CRM experts’ who can make the technology really bad - they create the nightmare from your dream business solution!

Read more: Choosing a CRM Partner with Confidence

Microsoft Dynamics 365 Online or On Premise? Which is the most appropriate for you?

deciding between on prem and online

Deciding whether to select Microsoft Dynamics 365 Online or On Premise is probably one of the most important technical decisions in your Microsoft Dynamics 365 project. And, it is not as simple as deciding how much involvement you want your IT team to have, or how much time your IT team have. And neither does because you need access from outside the office means you have to have Microsoft Dynamics 365 Online, nor does because your data must be kept secure mean that you have to have on Microsoft Dynamics 365 premise.

And Microsoft Dynamics 365 Online is NOT the only way to get a Cloud solution of Microsoft Dynamics 365.

Late last year Microsoft released Microsoft Dynamics 365.  Microsoft Dynamics 365 is a product line of enterprise resource planning (ERP) and customer relationship management (CRM) applications.  This article applies to CRM functionality within Microsoft Dynamics 365 and also to older versions of Microsoft Dynamics CRM.

Read more: Online or On Premise?  Which is the most appropriate version of Microsoft Dynamics 365 for you?

What Dynamics 365 means to you – whether you are a CRM Online user, a CRM on-premise user or partner hosted CRM user

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CRM is dead – long live CRM

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On 1st November 2016, Microsoft will launch Dynamics 365 in the United States.  From an ERP and CRM software perspective, Dynamics 365 is mostly a change to branding and bundling.  So how will the focus change from CRM, and particularly CRM Online, to Dynamics 365 affect you?

Read more: What Dynamics 365 means to you

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Ways to Contact Opsis

Phone: +61(2) 8212 3480

Email: opsisinfo (at) opsis.com.au

Skype: opsiscrm

Postal address: GPO Box 2479, Sydney, NSW 2001

Office Address: Suite 1a,
993 Pacific Highway,

Pymble, NSW 2073

We are ready for Dynamics 365 July 2017 (v9) release.  Are you?

Our next Microsoft Dynamics 365 CRM training in Sydney

Opsis training materials are updated to teach you the new features.  All courses available in v9 and v8.

Introduction to Business Intelligence - 6th November

Troubleshooting - 9th November

Configuration - 13th November

Introduction to Automation - 16th November

Opsis Dynamics 365 Training schedule

Opsis also offer training on your site and a range of other Microsoft Dynamics 365 and Microsoft Dynamics CRM training solutions.


Opsis is an expert Microsoft Dynamics 365 CRM consulting company. We are not an IT company, nor a management consultancy, although we often work with both of these.  Our focus is wholly CRM success, with Microsoft Dynamics 365.  We are based in Sydney, NSW, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  Our range of Microsoft Dynamics 365 services include CRM strategy, CRM scoping, Dynamics 365 implementation, technical  support and Dynamics 365 training.