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Finding the pot of gold at the end of your CRM project! – seven simple steps Organisations that embark on a CRM usually do so with the expectation of increased profit and revenue, lower customer churn and / or more profitable marketing. The positive return on investment (ROI) is the ‘pot of gold’ that justifies the project’s cost and effort and these benefits are are eagerly anticipated. While these benefits are undoubtedly achievable, the failure rate of many projects demonstrates that for many they are about as elusive as the pot of gold at the end of the rainbow! Finding the pot…

An important lesson from the Optus 14+ hour outage for your CRM project Most businesspeople in Australia are very aware of the debacle caused by the recent Optus 14+ hour outage. You may be one of those businesses or people who suffered financially or personally from the catastrophe - nearly half of Australians were unable to use their phones (mobile and landline), internet, EFTPOS machines to take payment from customers and more. Now, about 35 hours after it started, Optus has not yet published the cause of this outage. It may not be known, even internally. However, this post is not…

Power Apps and Power Platform have muddied the waters? Have Power Apps and Power Platform muddied the waters? That may seem like a peculiar comment from me – a Microsoft Certified Trainer (MCT), Business Applications Most Valuable Professional (MVP) and someone who loves helping people achieve business success with Microsoft Dynamics 365. I think that Power Apps has certainly added a layer of confusion for people selecting team members for a Dynamics 365 project. Let me explain.

Goldilocks and the three bears highlight a risk in CRM - and this may be not quite what you expect! Goldilocks was out walking in the forest when she finds a house.  She knocks at the door.  However, nobody answers.  Goldilocks is curious and pushes open the door. On the kitchen table, there are three bowls of porridge.  Goldilocks is hungry, so she tries the porridge in one of the bowls.  It’s too hot, so she moves on and tries the next bowl.  This porridge is too cold.  Then she tries the third bowl, and this porridge is just the right.…

A lesson in CRM Success - from the Three Little Pigs! The first little pig learnt the hard way about not thinking of the future and ensuring that solutions are resilient. This pig built his house from straw, and when the wolf arrived, it did not take long for the little pig to become dinner! The second little pig learnt from this and built a stronger house – from sticks. But, with some effort the wolf overcame this, and the second pig too was dinner. The third little pig saw what had happened to his brothers. He really did not want to…