1 min read

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2 min read

10 Things we love about Microsoft Dynamics CRM 2013

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Microsoft Dynamics CRM 2013 has been here for quite a while now and we have already managed to fall in love with its fresh look, smooth processes and new features.

So what exactly do we love? Well, count with us.

The 5 big changes that transform the CRM experience:

  • The interface: The fact that the UI is much flatter and colourful makes it very easy to interact with and cheers up your tired eyes.
  • It’s mobile: We’re happy to see that you can access Microsoft Dynamics CRM 2013 from your iPad, Windows 8 tablet and even from your Android, iPhone and Windows phones.
  • Platform investments: Microsoft have reached into their pocket to develop a much better platform. The new platform is more intuitive and a lot easier to amend for the end users.
  • It’s social: The whole enterprise can now communicate via the ‘What’s new’ feed or use Yammer to share files, schedule events and organise themselves in groups. You can even click-to-call anyone in your database after installing Skype or Lync.
  • Better Outlook client: Microsoft have put a great deal of work into isolating the processes that are running in the background so that the Outlook client is faster and more stable.

 

The 5 small changes that are nice to have:

  • Real-time workflow: Now it’s easy to create synchronous (real-time) workflow without having to use any code. This is a great way for the end users to amend their processes, which reduces the system development time.
  • Auto–save feature: Your system can now auto-save your work every 30 seconds. This means that if you’re working connected to an unreliable internet source, you don’t have to worry about losing your data.
  • Bing maps & client picture on the record page: These two features bring a nice touch to every record as they break the mass of text. They also serve as a quick way of reminding oneself of the particular client.
  • Quick Create: The new button for creating entities on the fly is great. You no longer have to exit your current screen to quickly add new entities such as phone calls, leads, appointments and more.
  • Recent records: And finally, what we love about Microsoft Dynamics CRM 2013 is having the ability to quickly jump to a recent record without having to navigate through multiple screens. How convenient!

 

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2 min read

Free CRM software: Get the most out of your free trial

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Free is great! And, many CRM systems will try to tempt you to buy with a free CRM software trial. However, you must be prepared if you are to get the best out of a trial. Choosing a CRM solution can be hard work and making a mistake can be costly for your organisation.

If you already use a CRM system then at least you will have something against which to judge the new product. Even then, you should try to evaluate what your current CRM does well and what it doesn’t, you’ll want to have a baseline that you want to exceed.

Free CRM software: The opportunity

Remember that a CRM system is a solution to a business challenge, so ask yourself what questions you want answered by this new tool. Throughout the preparation for the trial and the actual evaluation involve as many of the stakeholders as possible. You’ll want input from a representative of every department who’ll actually be end users of the system; What do they need from the system? What are their specific requirements? What questions do they want answered?

Microsoft Dynamics CRM 2013 was launched in October last year  and offers users a free trial period and Redspire are on hand to help you get the most of your Dynamics trial.

With or without our help, it is very worthwhile to watch all the supporting videos, and you should certainly review all the documentation you can before you get going. Experts also agree that using your own data will make any trial more realistic and more useful for you. Try to use your trial CRM as you foresee it actually being used in your organisation, if you have to prioritise, pick the processes that you think will make the most difference. Use processes until you’re happy with them and can demonstrate them to colleagues.

Do you need a CRM consultant?

As to whether you should use a specialist – like Redspire – to guide you, there is certainly room for debate. Clearly, you know how your operation works but a CRM specialist will be able to identify how to migrate your processes into the day-to-day operation of a CRM system.

CRM systems can be very complex, and take time to learn, so there’s bound to be a period with any new product while you’re finding your way around, bear this in mind when you’re going through your trial.

Free trials are a great resource, but they’re not free in terms of time and effort on your part and you must be prepared to expend both to get the most out of trials.

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Let Redspire guide you through your free 30-day Microsoft Dynamics CRM 2013 trial.

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2 min read

We’ve all got Microsoft Accreditation

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At Redspire, we like to think that we’re unique. And now there’s one more reason to believe so!

So what’s the big deal? Here it comes: Every employee at Redspire now holds a Microsoft Dynamics CRM Certification. In other words, we’re all official experts in the Dynamics CRM application – everyone from the CEO to the Office Administrator.

So what is Microsoft Dynamics CRM Accreditation, actually? Put simply, it’s a thorough method of distinguishing experts in the Dynamics CRM product.

Since Microsoft wanted to scrutinise our knowledge inside out, the process of getting the certification was not a smooth sail. At first, we all thought that since we use Dynamics CRM every day, we should be able to pass with hardly any effort. Only after we learned about people who thought the same and failed miserably, did we start studying. And it took us a few weeks to prepare!

After being tested through and through (and everyone passing the first time around!), we all took one Friday afternoon off to enjoy the taste of success. And boy did we have things to talk about.

Nerdy? Maybe. Enthusiastic about Dynamics CRM? Absolutely. And now it’s official!

So what does this mean for our clients? Simply that no matter who answers your phone call, they’ll be able to help you with your query. And whatever customisation you request, we’re capable of implementing.

And what about the new clients? Whether you’re implementing Dynamics CRM for the first time or just switching CRM partners, you can fully rely on our experience with the product. We are all excited about the Dynamics CRM product and now we all can back up our passion with a certificate.

MS Dynamics CRM 2015 demo

See us in action.

Request a Microsoft Dynamics CRM 2013 demo!

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2 min read

Why CRM Should Be the Lifeline of Your Business

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CRM systems have advanced significantly. From the antiquated platforms of the past that were nothing more than glorified spreadsheets, forward-thinking technology such as Microsoft Dynamics now offers the ability to align departments, improve customer retention and, most importantly, support the objective of increased revenue.

Such advantages mean that businesses can no longer afford to consider CRM as an optional bonus; doing so inevitably provides your competitor with the opportunity to advance, leaving your business behind.

CRM as an enabler

Revenue is, undeniably, the top priority for any business. Regardless of what department you are involved with, every individual within your business is working to increase revenue in different ways. CRM can help to bring those initiatives together.

Whilst it is important to note that technology is an enabler and not the full solution, the impact that it can have on your bottom line (when working in conjunction with knowledgeable and empowered users) is striking;

  • With detailed information on a customer’s buying history and preferences so easily accessible, marketers can create more targeted, relevant content that will increase their chance of engagement;
  • Finance teams have access to crucial commercial details that allow them to accurately  forecast and, consequently, generate more predictable revenue;
  • With the ability to automate tasks (particularly those that are, traditionally, resource-heavy), sales teams can focus more of their time on selling – and consequently support the objective of increased revenue.

CRM as the long-term solution

Another business element that can benefit significantly from CRM is customer retention. From detailed customer insight that allows sales teams to easily identify their most profitable accounts (and consequently spend their time in those areas) to improved customer service (thanks to an ability to quickly view customer buying history and issues), a CRM system provides the support that businesses often desperately need to retain existing revenue.

With this in mind, it’s essential that businesses recognise the importance of an advanced CRM system. Offering the game-changing opportunity to develop that all-important competitive edge, boost revenue and improve the efficiency of your team, making CRM the lifeline of your business is a no-brainer.

Convinced? If you’re ready to take the next step with your CRM strategy, talk to us.

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5 min read

How much does CRM cost?

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Deploying CRM is usually a complex project involving many stakeholders and at the outset, it can be difficult trying to work out how much you need to invest. In this article, I’ll try to help you understand what costs are involved with a typical CRM project.

In this article, we’ll talk about the cost of:

  • Scoping the requirements
  • System customisation
  • On-demand versus on-premise solutions
  • Licences
  • CRM deployment
  • Time & training

 

  1. Scoping the requirements

    2. Let’s face it – CRM projects are usually large projects that affect the whole organisation. Our experience shows that one of the secrets to a successful CRM project is the active involvement of the each department in your business.

    You will need to sit down with all these stakeholders to determine what everyone needs and expects from the system. Give these people the list of alternatives you’re considering and ask for their opinion about which system they favour the most.

    This exercise may seem to be very time-consuming but it’s just a practice of good time management: the more time you spend planning, the less time you’ll spend fire-fighting. Therefore it’s good to scrutinise your business processes and choose a system with functionality that fits your business model most.

    Time is money? You bet. Especially the time you’ll save by operating a successful CRM system without preventable let-downs.

     

  2. Customisation: Investing in the perfect match

    3. After you’ve identified what business processes needs to be captured in your future CRM system, you’ll be able to identify if you can deploy an out-of-the-box CRM or if you need to customise it first.

    If you have a fairly typical business model, it’s quite possible that an out-of-the box CRM solution will be enough for you.

    However, if you have quite a few special business rules for passing your leads down the funnel or; if you need your system to integrate with external information sources, you’re likely to benefit from customisation. This way you’ll ensure your CRM is perfectly tailored for your business processes and not the other way around.

    It’s good practice to talk to a dedicated CRM specialist who will advise you about the scope of customisation that needs to be done to the system before it fits your business processes seamlessly. Naturally, if you come to a conclusion that you need a system customisation, you’ll also need to sign off a respective budget.

     

  3. On-demand or on-premise?

    4. You’ll have to choose between and on premise licencing versus an on-demand solution. You can see the basic comparison here.

    Typically, an on-premise solution involves a one-time payment after which you become the owner of the system. This means all the expenses of your IT department that will be managing your CRM solution will be on your shoulders; but you won’t have to pay a monthly fee to the CRM provider for hosting your data and updating your system.

    On the other hand, an on-demand solution (or cloud-hosting) will not cost you as much up-front and the expenses related to upgrading your system will be included in your monthly fee. This is usually a smart way for businesses with limited financial capital to have access to a powerful CRM solution while not having to worry about the technical side of it.

     

  4. Licences

    5. This price of the licences you’ll have to lay down will obviously depend on your choice of the CRM system.

    Make sure you make an informed CRM choice after sufficient research and draw on the conclusions you’ve made when talking to your teams. This way you’ll not only enhance the performance of your business processes (which a CRM is meant to do in the first place), you’ll also avoid being charged for functionality you’ll never need.

    Understandably after you’ve chosen the CRM system, you’ll need to count the amount of your CRM users and multiply it by the price per licence.

     

  5. The project realisation

    6. Another key choice that could make a great financial difference to your CRM project is the choice of a CRM specialist to deploy the system for you.

    It’s important to choose a partner who can demonstrate a past trail of success with employing CRM systems. How to spot one? They usually have on-going long-term relationships with their clients. Why is it so important? Because every time anything comes up with your system, you can call these people up and rely on them to help you out.

    When your budget is tight and you want to make sure you’re making the right choice, this can prove to be quite tricky. Many CRM specialists are hesitant to disclose the sums they charge for implementing CRM projects. However, at Redspire this is something we want to set right by making our CRM pricing completely transparent.

     

  6. Investing in time and training

    7. And finally, the best advice we can give you is to avoid making the same mistake as those whose CRM projects already failed. The single biggest cause of CRM project failures is the lack of user adoption.

    This is why it’s so crucial to ask all stakeholders for their opinions – and also why you should consider providing CRM training for the future CRM users.

    In most cases, it’s considered one of the best investments to dedicate budget to your employee’s training. Poorly trained users leads to a system that isn’t adopted and, ultimately, project failure.

     

    All in all, there are plenty of ways in which you can choose to deploy your CRM and a diligent, considered approach is best. Just remember: Hard training = easy combat!

How much does CRM cost at Redspire? See our transparent pricing to find out.

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4 min read

Cloud vs On Premise CRM: Which one is for you?

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Cloud vs On Premise CRM: A definition

If you’ve been involved in meetings discussing technology solutions there is a good chance that you’ve heard the terms “Cloud” or “On-Premise” mentioned. So firstly, let’s put this post into context by describing what a cloud based solution is and what an On premise solution is.

On-demand CRM

(or “Cloud CRM”) is shorthand for a remote CRM system that is hosted away from your offices, on the internet (or ‘the cloud’) and not on your own computing system. Because it’s hosted remotely, it means that your information can be accessed anywhere, any time and any place (assuming the user has access to the web). They’ve been around for a while, but really took off as internet download speeds improved and made accessing large amounts of data easier to do. Paying for on-demand CRM is usually done via a licensing system – you pay an annual fee based on the number of people who will use the system.

On-premise CRM

(or “In-house CRM”) on the other hand, is a software that you manage from your own company’s premises which allows you to have absolute control over your data. You typically purchase your licences only once and after that the whole system management stays with your IT department.

The problem in teasing out the advantages and disadvantages of on-demand against on-premises CRM solutions is that almost all the information out there is put together by someone who wants to sell you one or the other.

However, there are some generally agreed challenges and opportunities that can be looked at objectively. On-demand seems to grow in popularity, and small businesses are in the vanguard of those taking it up. It’s no surprise really, cloud storage and cloud applications are mushrooming in every area of computing, so why should CRM be any different?

What’s important?

On-demand CRM should now offer you very nearly as much customisation as an on-premise solution, certainly if you’re using an established system with a wide user base. However, they are designed to be used – and tailored to – a variety of organisations, and if your business is going to need something completely unique then on-premise solutions may be better suited to add extra pages, tabs and so on. Against this it should be noted that on-demand CRMs are usually designed so that they can be customised with no programming expertise by users.

On-demand will come with remote access as a standard, almost certainly via the web. It’s worth checking, though, that you won’t be completely cut off from your new CRM system if you lose the internet for an afternoon. Also check which devices can use the system.

Price is a major decision maker for any small business and it’s something you should research carefully when you consider your CRM system. And don’t just look at upfront costs, bear in mind that you might be using this system for five years or more and weigh the initial layout against licensing fees and extra user costs. However, in the short term in particular, on-demand CRM is almost always better value.

Go for the long-term strategy

With on-demand systems you are putting a lot of your data over the wires, so ensure that you check out security carefully. That said, for small businesses, the costs of hosting their own data in-house with the levels of security most CRM solutions will offer can be prohibitively expensive in any case. In fact, outsourcing this function can often offer increased levels of security.

One of the key selling points of an on-demand solution is that you get an IT team for free (or, for less than it costs to employ your own). If you’re struggling to find IT support in any case, you might not wish to add a complex new software system to their responsibilities. However, do check that your on-demand supplier can offer you all the support you’re going to need, including if possible user training and help lines – outsourcing CRM admin to the end of a phone that is never answered is no answer.

Some experts warn that on-demand solutions don’t offer the same level of integration into existing systems that can be found with on-premise systems. This may be true if your organisation is complex, however, for many small businesses on-demand will be perfectly adequate. However, do check out what you’ll be getting.

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Get your free 30-day Microsoft Dynamics CRM 2013 trial as soon as possible. No strings attached!

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3 min read

Simple CRM: Starting your CRM from Grass Roots

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Before you embark in investing your hard-earned capital into a complex CRM project, you first need to make sure that your infrastructure, culture and business procedures are ready for it. And what better way to start with an easy to navigate, simple CRM?

All businesses are to some extent reliant on technology these days, but CRM can be more than that. It can be a philosophy that can be applied to all customer interactions with the aim of getting the most out of every customer contact.

C for Customer

The first rule of good CRM is the first letter of the abbreviation: C stands for customer, and to make the most of CRM in its simplest form you need to put the customer at the centre of everything you do. This might sound obvious – patronising even – but it’s certainly something that’s worth examining in your business.

A strategy here can trump any number of software solutions – customer needs must come first. This strategy must come from the top of your organisation, but be adopted from the bottom up to succeed. The first step in any successful relationship – and that’s what this is all about – is caring about the other party.

Measure your relationships

You should also be prepared to measure the way your relationships are working (or not). So, even if you decide you don’t need a complex CRM system, you should have some processes in place that will evaluate how customer interactions are working for you – are you logging leads? Are you evaluating leads to find the best prospects?

Simple CRM processes are easier and more rewarding when it comes to interacting. Therefore, optimise your customer interactions as far as you can and your staff and your customers will get more out of them. Work out which sort of customer interactions are the most valuable and focus on those for your sales and marketing teams.

Good training encourages adoption

Training and knowledge is a key factor in good customer relationships, and thus in getting more out of interactions. Well-informed staff with strong ‘soft skills’ will make the most of their customers naturally. That means investing in training and giving people the time to talk if necessary, but it’s something that should pay off. Retail businesses who tried this approach found an unexpected benefit in a massive decrease in shop lifting.

You should also be prepared to learn from others and to look at your own practices as a customer. See what works for your competitors and try to mystery shop your own customer experience too. If in doubt, ask the people who really know – the customers themselves.

CRM should be part of everything you do if it is to succeed, it is much more than just a piece of technology.

simple crm

 

Getting ready to kick-start your CRM soon? Make sure it’s a smooth process. Sign up for our webinar to get tips to make sure it’s a success!

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2 min read

Mobile CRM: 10 Reasons to Say Yes

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If there has been a trend that was very evident in 2013, it’s been the fact that almost everything has gone mobile. Mobile business was a great challenge for professionals in 2012, so it’s nice to look back on 2013 and see how the technology has advanced to enable businessmen to boost their work experience.

Since today’s topic is mobile CRM, we’ll focus on how mobile CRM can leverage your business while making life easier for you. Some CRM providers have already integrated the mobile technology into their CRM systems. One of these is Microsoft Dynamics CRM, who have launched their 2013 version only a few weeks ago.

 

Benefits of mobile Microsoft Dynamics CRM 2013

The early adopters of mobile Microsoft Dynamics CRM are already enjoying the innovations it brings. So, how can this mobile CRM speed up your work and improve your working experience?

  1. Mobile Microsoft Dynamics CRM detaches you from your desktop computer and allows you to access your customer database anywhere – online or offline.
  2. You can access your mobile Microsoft Dynamics CRM from a Windows 8 tablet, an iPad or as a smartphone application on your Windows 8 phone, an Android or your iPhone.
  3. Your data is always safe: it’s automatically cached so you can access it later offline and maintain your peace of mind if you suddenly get disconnected.
  4. You can enter any new data in your system as soon as they emerge – while they’re still fresh in your mind without having to wait untill you get to your office.
  5. On your tablet, everything important stays the same as in your web client with a slightly different, very touch-friendly layout.
  6. If you configure your CRM web interface, the changes will also appear on your tablet – no need to hire a mobile developer!
  7. You can work on your selected leads by pinning them straight to your dashboard to access all their data or call them within one or two clicks.
  8. Your phone application is slightly less complex than the tablet one, but you can still manage almost all your data and arrange your custom entities as you wish.
  9. You can stay in touch with your team members as well as your clients with a seamlessly integrated Skype calling function.
  10. And finally, you’ll be able to keep track of all your leads no matter where you are – commuting, hiking, at home, and even abroad – to see where you are in the sales process and what other challenges are ahead of you.

ipad2

Want to see an on-screen demonstration of the mobile Microsoft Dynamics CRM 2013 on an iPad? 

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