The Microsoft Dynamics 365 CE April update is here - at least it is here if your Dynamics 365 is Online and hosted in the Australian data centre.
The ability to work with your CRM through Outlook, almost completely seamlessly was one of the real strengths of Microsoft CRM and Microsoft Dynamics CRM. Many of the sales implementations of Microsoft Dynamics CRM were won by this – as many sales people spend much of their working day managing communication with their clients and prospects.
However, the Outlook client (correctly termed the Dynamics 365 Client for Outlook or Dynamics CRM Client for Outlook) has always been resource-greedy. (As an estimate, it added 2GB of memory to the memory requirement of a computer.) It also requires the full Outlook. This meant that it only worked with desktop and laptop computers, whereas more and more users are accessing their Dynamics 365 via a phone or a tablet – at least some of the time. It also became more finicky with the expansion of browser support from Internet Explorer only to all browsers in 2012.
For a number of reasons, the Outlook client, while loved by sales people – when it worked – was the bane of technical support people’s life.
Microsoft addressed these problems by introducing the Outlook App. The app is a web-based tool which focusses on enabling the managing of communication between users and prospects but does not give full CRM functionality. It also does not permit offline access, although that is much less of a problem now than it would have been sixteen years ago when the Outlook Client first appeared.
A successful CRM system is the key to unlocking superior customer experiences by tying your business together by presenting information to your customer facing team members and doing some of their routine tasks for them.
That's at least what CRM is supposed to be. Instead, what clients frequently find is that CRM is an expensive white elephant, or perhaps ultimately useful, but less so than expected and at a higher cost.
|Surprisingly, a staggering 50% of businesses say their reporting processes needs to be simpler, that almost half of all workers say they waste time copying, pasting or re-keying information during their workday and that SMBs lose an average of 20-30% of revenue per year due to inefficient processes?|
This includes organisations – of all sizes – that have implemented Dynamics 365 CE. The reasons for this come down to human errors - errors in the implementation project – not issues with the technology itself - including:
It can feel somewhat daunting to be investing in a CRM solution in 2019.
Even though you probably realise that the project is essential, a few seconds googling will show you that the failure rate of these projects can be as high as 80% and that the cost of these failures can run into thousands or millions of dollars. For people doing this for the first time, or without previous successes under their belt, this is hugely challenging.
This article covers information that will ease the process and reduce the stress - especially if you are a CRM project sponsor or responsible for the project budget. I will take you through how to make sure that you are setting up a project team that ensures your investment stands the best chance of paying off.
The leadership of your CRM project – whether that is a Dynamics 365 project or otherwise - will make or break the success of the project.
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.