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Every organisation with a CRM needs some kind of CRM support.

You may have a complex system with hundreds of users who need ongoing training.  You may need frequent custom reports.  You may be facing an upgrade, or an integration. Or migrating data from a different system after a business acquisition. You may be rolling out new functionality. You may just find that something isn’t working as expected and you need to fix it. Whatever the case, you need CRM support.

So what’s the best way to provide for it?  Can your in-house IT team support your CRM, or do you need outside help? And if you are calling in an expert, should you have a contract or just pay on an ad-hoc basis.

The decision is different for each organisation, but here are some pointers to help you work out what’s right for you.

Read more: CRM Support: Handle In-House Or Outsource?

Are you losing sales because you haven’t implemented CRM yet?

People do not buy until they are ready

Losing sales is every salesperson’s dread.  But a fundamental sales truth is “People buy when they’re ready”.

Your job, as a salesperson is to be in front of them when this happens.

If you’ve been in sales for any length of time you’ll know that it can take 5 to 9+ touches before someone becomes a client.  But how do you know who is getting close to becomeing a client?  How do you spend your effort where you will reap rewards, rather than just spin your wheels?

Read more: Are you losing sales because you haven’t implemented CRM yet?

Why CRM Projects Fail

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

Many people report that CRM solutions 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!

Given our experience rescuing CRM implementations, we’re surprised it’s not higher…

Read more: Why CRM Projects Fail

CRM Configuration, Customisation and Add-ons

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When making changes to your CRM, should you use choose configuration, customisation or add-ons?

Which is best for your CRM project?, or even just this requirement, since you could easily each of them in different places of the implementation.

And which do you already have?

True ‘vanilla CRM’ implementations are very rare. Almost everyone makes some changes. Custom fields, values in a drop-down list, layout of a form or so on. But have you gone beyond these minor CRM configuration examples to more extreme customisation? And what’s the effect if you do?

Read more: CRM Configuration, Customisation and Add-ons

How a CRM Expert Partner Benefits Your Project

You know that CRM is a powerful tool, which will increase productivity for your organisation.  Now you face the challenge of implementing it.  The problem is, the implementation requires a deep knowledge of the software, as well as knowledge of your own company’s particular needs.

You can set everything up yourself.  But you will need to take employees (both technical and business) away from other duties to do so.  And some of them will have a steep learning curve, so it may take a long time to deliver a well-thought out project. Partnering with a reputable and experienced CRM expert can make the whole process much less painful.  It is often the missing piece in the puzzle.

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Let’s look at the key benefits a CRM expert brings when first setting up your CRM.

Read more: How a CRM Expert Partner Benefits Your Project

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User Acceptance Testing for CRM is a key part of your implementation project. Of course all testing is important, but UAT is the only testing which is led by users rather than developers.  With poor user adoption being the primary cause of CRM project failure, why would you want to skip on user acceptance testing?

Here’s our take on User Acceptance Testing for CRM implementations.  We look at where it fits in overall testing, why you need it, and most importantly, how to do it well.

Read more: User Acceptance Testing (UAT) for CRM Projects – Secrets of Success

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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're ready for Dynamics 365 July 2017 (v9).  Are you?

Microsoft Dynamics 365 training in Sydney

Opsis training materials are updated so you learn the new features - as well as the existing material.

Business Intelligence in Dynamics 365 - 4th December

Configuration of Dynamics 365 - 12th December

Sales and Marketing in Dynamics 365 - 7th February

Automation of Dynamics 365 - 16th February

Opsis Dynamics 365 Training schedule

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


Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal Consultant, Gill oversees all business operations and strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions.  We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring.