You try to ignore it. You try to work around it. You tell yourself it wasn’t your fault. You blame it on the previous admin. You blame it on the old system. You hope it doesn’t destroy your reports. You pray it doesn’t devour your storage. You hope that you can go one more day, one more month, one more year without having to face it. I’m asking you right now. Does your CRM data resemble the walking dead? If it didn’t get you today, it’ll get you tomorrow. YOU CAN'T ESCAPE ZOMBIE DATA!!!

OK now. Everyone catch their breath. Let’s try to be rational about this. We’d all love to work with a pristine database, but that is rarely the case. In fact let’s start by dispensing with the myth of perfect data. We all know that after it’s been trodden by your users, no database is perfect. And after some amount of time, it’s going to end up somewhere between usable and obsolete (i.e., zombie).

Beyond helping sales track leads, opportunities and activities, one of the CRM’s main jobs is providing accurate reports reflecting what’s going on in your business and what’s going on with your customers. If your data quality starts to decay, your reports are going to become less and less reliable. Management will have less confidence in the system and may soon come looking for your head.

How to avoid becoming a casualty of zombie data? The first step in coming up with practical methods for ensuring quality data in your CRM is asking yourself 3 key questions:

1.    Who (or what) is entering your data?

2.    Who is going to maintain your data?

3.    Who is consuming (no pun intended) your data?

If you can’t answer all of these questions in a way that is realistic, practical and enforceable – you’re data days are numbered.

Data entry

Upon implementation of your new or replacement CRM, you have some hard decisions to make about the initial data load. There are several options to consider:

Transplant all the old CRM or Outlook data into the new system, warts and all. This is a sure fire way to propagate zombie data. A better idea might be biting the bullet and importing just basic account data from the old CRM or maybe take basic ERP data to start.

Task users with cleaning up the data, but that’s time consuming and reduces time for engagement with customers or dispatching their other duties.

You can use a data cleansing service. This may be a good solution but could cost you an arm and a leg (chomp).

Day-to-day data entry. By the time your CRM system is deployed you should have unearthed a data maintenance strategy that your users and integrated systems are capable of maintaining. Only insist on entering the data that is actually going to be used for something critical like opportunity tracking, measuring marketing campaigns and customer behaviors. Asking users to enter non-critical data is counterproductive, burying them in needless administrative overhead.

Data Maintenance

Degradation of data over time is a predictable but shouldn’t induce heart palpitations. Contact data and most especially lead data is going to degrade as people change roles and companies. As users come across these changes, they need to make changes in real time. Training on proper maintenance of these records is important. For instance, you might want to deactivate a lead record, rather than delete it. If the contact record contains useful data, you will want to keep it for reporting purposes. Ask your CRM partner for some good tactics for spot checking the validity of your data. They should have lots of experience and provide some sage advice.

Data Consumption

Always be thinking about who is going to use your data, in what format they are going to consume it and how it will make them more successful in their role. Just because you can add a new field or form doesn’t mean you should. Before you create new fields or modify your CRM forms, consider how important this data is today and how it may be used in the future.

Keep in mind the points that I’ve laid out in this blog and you have a good shot at making sure zombie data doesn’t sneak up and bite YOU!

By Mark Abes/Vice President Sales & Marketing of xRM³, a Microsoft Partner specializing in Microsoft Dynamics CRM consulting, implementation, integration, and administrative services. Based in San Diego County Southern California.

The post Does Your CRM Data Resemble the Walking Dead? appeared first on CRM Software Blog.

Have you outgrown your implementation of Microsoft Dynamics CRM 2013 or 2015? Perhaps it is getting to cumbersome to manage, has too big of a database, too many users, the data is bogging down the system, or other problems?  Are you missing integration with your other systems? What do you do?

Spoiler alert: you keep using it!

But not the same way as you have been. Dynamics CRM is a great product, but like any product, it has to be designed and scoped for the purpose at hand. If you started using CRM when you had twenty five users, there is a zero percent chance you can keep using it as-is when you reach 1,000 users without any modifications.

If this sounds like you, it's time to bring in the experts. Thankfully, that business challenge i...

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We don’t do full truckstops very often but when we do, they are full of wisdom and knowledge. Knowledge, that needs to be managed. Today we have some distinguished truckies sharing their views on the subject: Mitch “Only in Texas” Milam, Nicolae “Almost Tesla” Tarla, Adam “Parature” Hong and Shan “I used to be an MVP” McArthur.

The Dynamics CRM team recently announced fantastic knowledge management features coming in Dynamics CRM 2016.

Now that we have excellent knowledge management functionality that can be extended to almost every entity in CRM, my question was what are the best practices for using this feature.

How does a company start building out their KB content if they don’t have any? How do they select the appropriate levels of granularity and classification?

We received some great suggestions on this topic:

Mitch Millam

In all honesty, all you have to do is create a new article for any problem or question encountered that is not already in the KB.

1. Support Professional creates the article, after finding a topic that meets the criteria.
2. Technical Lead for the validates the information and process documented within the article.
3. It goes in to an internal–published state for additional review (product team)
4. Assuming approval, it gets published.
5. Visibly can be: Internal, Private, or Public, depending on the nature of the topic.

Nicolae Tarla

We use “librarians” to define taxonomy and metadata structures to organize KM. This used to be a practice that was being used almost exclusively on SharePoint, but in the last few years it became relevant for CRM also, and we now see a split down the middle on resource allocation.

The following books are very helpful ion this topic:

1. Managing Electronic Records: Methods, Best Practices, and Technologies, ISBN: 978-1118218297
2. Document Management for the Enterprise: Principles, Techniques, and Applications, ISBN: 978-0471147190

Adam Hong, Microsoft

I’ve found that the knowledge management process can be very similar to development processes, and like development processes, the KM process can vary quite a bit from organization to organization.

At its core KM is about the following cycle:

1. Identifying knowledge gaps. Knowledge gaps defined as content that needs to be available to your customers/employees/whatever audience)
2. Creating/Refining your knowledge accordingly based on knowledge gaps (this can have its own workflow)
3. Analyzing data related to knowledge to gain insight. This can be accomplished by looking at:
   • Searches performed
   • Ratings
   • Feedback
   • Views
   • Any big data kpi related to your customers/audience
4. Use the insights to get back to step 1, identify knowledge gaps.

Knowledge should be one of the most important aspects that an organization maintains due to employee churn, and the impact that good knowledge can have on onboarding and how efficient each employee/customer is, among a myriad of other reasons knowledge is important.  One client that is very effective with knowledge management has a team that is dedicated to keeping track of when articles expire, which then kicks off a review process for each article. Employees are categorized as SMEs for each article. When articles are up for review, an SME will review the article for updates, which will notify the KM team if its still valid or if it needs changes. From there they will work with the SME to get the content correct if needs to be revised. They do this every month to maintain their KB.

Shan McArthur

My recommendation is to keep the ‘process’ as thin and light as possible. If the process is a burden, the article will not be written and you will have a poor KB.

Keep the process light and make it easy to publish.  You can always review and reorganize as you get new content and find better ways of breaking it up.  The same can be said about standard formats – the more rigid your format and structure is, the more resistance you are going to have to get people to use it.  That is why I love our portals – you can just start with a blank page and type – no format is required.  Add pictures if you want, or even add them later.  Then build out your instructions, supplement them with KB articles.  Hook up feedback to those pages so that you can review things and improve them immediately.  Allow your customers to suggest an article.  Review search terms that customers use.  Take cases and add a field to ‘recommend as article’.  All of these things will help you properly target your content, which is really helpful.  Just remember, that in the end, your knowledge system will be build one article at a time.  It always starts out sparse, but if you keep it agile, easy, and respond quickly to feedback, it won’t be long before it gets filled out and becomes very valuable.

Welcome back for the final installment in our Upgrading CRM blog series! Today we are going to wrap things up with taking a look at how you can move from a data-driven CRM system to a process-driven CRM system. So without further ado, let’s dive in!

A common question we often get asked regarding Microsoft Dynamics CRM upgrades is how do you go from CRM 4.0/2011, which are both primarily data driven, to CRM 2013/2015, which are a lot more process-driven.

There are a few options you could choose in order to accomplish the transition. One way is to take a phased approach. This means that during your CRM system upgrade, you continue using the old version of the form and then add in the processes at a later date. With this approach, you don’t have to change your entire system all at once, which can expedite the upgrade project especially if you’re not sure what processes you want to add into CRM. If you decide to implement the new process flows, you have the ability to make them optional for the end users.

Why is adding processes into your CRM system beneficial?

Implementing processes into your CRM system can help your overall business in many ways. Processes mean that users don’t have to remember what the next step or stage is for daily tasks and functions from memory. Statistics show that if people follow a set process for something, there is considerably more compliance and success in that area. Essentially, CRM processes can streamline your business, decrease human errors, and maximize your employees’ time, thereby affecting your overall bottom line. It’s really a win-win for all involved.

How do I start thinking about implementing processes in CRM?

Once you have your processes defined and documented, be considerate of which ones make sense to add to CRM. You can always take a phased approach to adding processes in. Aim for the quick wins first that will have the biggest and most beneficial impact. End users typically struggle with change. Remember that having a solid change management plan is important. Training, communication and re-enforcement is critical to ensuring successful utilization of the new CRM features such as process flows.

Thank you for joining us for this blog series! If you missed our two previous installments, you can read them here and here.
Also make sure you check out our webinar, “Upgrading CRM: Powerful New Features to Make Your Work Easier” to learn about all of the great new features that you can take advantage of just by upgrading your CRM system. Hopefully we have convinced you to consider an upgrade or a reimplementation for current Dynamics CRM system. Feel free to contact us with any questions you may have about upgrading your CRM system. We have a whole team of experts who can guide through the entire process.

Happy CRM’ing!

• What are Access Teams
• The benefits of Access Teams
• When to use Access Teams

What are Access Teams?

The benefits of access teams

Somemen learn all they knowfrom books; others from life.  both kinds are narrow.  The first are all theory; the second are all practice.

It’s the fellow who knows enough about practice to test his theories for blow-holes that gives the world a shove a head, and finds a fair margin of profit in shoving it.

George Lorimer, Letters from a Self-Made Merchant to His Son

• Why Use Access Teams in Dynamics CRM 2013
• White paper – Access teams in CRM 2013

Access team facts

• When records are deactivated, access team permissions are not effected
• Access teams don’t have security roles
• Access teams can’t own records
• Access teams are created and managed by CRM
• An access team is created when you have added the first user
• Access teams are not visible in default team views
• Sharing records via access teams isn’t displaying in the sharing screen
• Access teams can’t be used in resource scheduling
• Multiple access teams can be linked to a single record

Understanding Access Teams

When to use Access teams

When not to use Access Teams

The problem with access teams

Access Team templates tool

Try Access Teams

If you are fan of the movie “Field of Dreams” you are familiar with the saying “build it and they will come”. Unfortunately, that is the same theory that many organizations deploy when it comes to implementing a Customer Relationship Management (CRM) solution like Salesforce, Microsoft Dynamics CRM and others.

CRM can be an amazing asset and the opportunities a well-implemented CRM provides to companies and individuals is endless.  It isn’t as easy as sending out an email letting your team know that you now have CRM and they are required to use it. You need buy-in from not only management, but the entire organization to ensure user adoption.

The excitement (and yes, you should be excited) should not be contained to the core team (or even individual) who is responsible for launching CRM. Don’t let all your hard work upfront be derailed by poor user adoption. Giving users a great experience from the start will keep them returning through that corn field to play ball – and getting their friends (co-workers) to join them.

In order to have ensure user adoption AFTER you go-live with CRM, here are 9 tips you should incorporate BEFORE you go-live with CRM.

The Goal: Eliminate EVERY Excuse.

1. Ensure that your hardware and software meets the requirements of CRM. Outdated equipment can result in errors and CRM running slow. Users typically won’t blame their computers – they will blame CRM.

2. Get your users who have a lot of influence in the organization on-board with CRM.

3. Create and document critical success factors. How will you measure success? 100% User Adoption, Increase Sales by 40%, Increase Win Rates by 50%? Set your goals, make them realistic and allow for growth once you achieve them.

4. Keep your (future) users informed.

• Remind them why you are investing in CRM.
• Let them know the benefits they can achieve (personally and professionally) with CRM.
• Get feedback. That includes ALL questions and concerns. Get them on the table and out in the open early.
• Create a short video to share company wide showcasing the what and why of CRM.
• Explain the consequences for not adopting CRM.
• Get end users engaged during the design phase. After all, they are the ones USING the solution.
• Provide regular updates to the progress.

5. Make sure you have an “Owner” of CRM. This owner needs to ensure managers know their role with CRM and are holding their teams accountable.

6. Integrate with your back office or other key systems. “CRM is great, but I still have to go to 3 different programs to create my weekly reports”- sounds like an excuse not to use CRM to me.

7. Launch CRM in phases. Start simple to help your users master CRM, if you incorporate too much from the start, it can confuse and frustrate them. Ultimately affecting user adoption. CRM is a marathon. Start by charting your course for the first mile and build your road map to reach 26.2 (and beyond).

8. Test, test and then test again. You put in a lot of work, trained your users and now it is time to go-live. If functionality doesn’t work, those negative experiences will directly affect user adoption.

9. Finally, allow your team multiple ways to access CRM. Depending on their role, they may in the office, on the road, online, offline and more. Give them every opportunity to use CRM when and where they need it – from their desktop, laptop, phone, tablet, etc.

These 9 tips were featured in the first part of a recent “21+ Tips to Gaining User Adoption” session at Ledgeview’s CRM Conference in Milwaukee, WI presented by Steve Reybrock with Ledgeview Partners.

Subscribe to our blog as we rollout additional tips you can incorporate the DAY you go-live and AFTER you go-live to ensure the fans in the stands are cheering for C-R-M.

The post Before CRM: 9 Tips to Gain User Adoption appeared first on Ledgeview Partners.

Following Microsoft's acquisition of Adxstudio's portal software last month, the remaining services business has reorganized itself as of today into Adoxio Business Solutions, a professional services consultancy that will deliver the very same types of web portal solutions. 

Adoxio is well-suited to serve the CRM web portal marketplace because of its Adxstudios pedigree, and should be well positioned to take advantage of increasing demand...

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Microsoft reduces price of Lumia 950 in UK on back of mark share rise – UK at 11.3 percent market share for Windows Phone according to Kantar - http://www.ibtimes.co.uk/microsoft-cuts-price-lumia-590-590-xl-uk-windows-phone-market-share-grows-1525554

Microsoft prepares next version of Wallet - http://mobileidworld.com/microsoft-windows-wallet-210235/

A peak at the Lumia 950’s liquid cooling? - http://www.pcworld.com/article/2995421/phones/microsoft-store-lists-lumia-950-as-teardown-offers-peak-at-950-xls-liquid-cooling.html

Trivial Pursuit & Friends arrives on Windows Phone - http://mobile.softpedia.com/blog/trivial-pursuit-friends-arrives-on-windows-phone-495104.shtml

Hey Cortana now available for Android - http://www.pcworld.com/article/2995421/phones/microsoft-store-lists-lumia-950-as-teardown-offers-peak-at-950-xls-liquid-cooling.html

A history of Android market share - http://www.fool.com/investing/general/2015/10/25/a-history-of-android-market-share-how-googles-mobi.aspx

Google getting into the Android coding boot camp game - http://www.businessinsider.com/google-coding-bootcamp-for-android-developers-costs-13500-2015-10

Android Marshmallow – 9 killer features - http://www.alphr.com/google/1001796/android-marshmallow-9-killer-new-features

iPhone 6s screen can weigh objects! - http://www.techinsider.io/iphone-6s-3d-touch-scale-2015-10

Facebook app draining iPhone battery - http://www.theverge.com/2015/10/22/9600466/facebook-acknowledges-ios-battery-drain

Apple planning big design change for its next iPhone - http://www.businessinsider.com/apple-iphone-7-rumors-design-2015-10

Intel coming to iPhone 7? - http://www.forbes.com/sites/ewanspence/2015/10/19/tim-cook-iphone-intel-inside/

The BlackBerry Priv’s price tag is absurd - http://fortune.com/2015/10/22/blackberry-priv-absurd-pricing/

No news this week

Samsung and Oracle partnering - http://www.zdnet.com/article/move-over-apple-and-ibm-samsung-works-with-oracle-for-enterprise-mobile-watch-apps/

No news this week

Ubuntu celebrates 11^th birthday - http://liliputing.com/2015/10/ubuntu-celebrates-11th-birthday-looks-ahead-to-smartphonedesktop-convergence.html

No news this week

End of Weekly Mobile News Summary

John O'Donnell

http://www.twitter.com/jodonnel

CRM administrators and engineers should become familiar with FetchXML, the proprietary query language for Microsoft Dynamics CRM.    There are many instances where you might use FetchXML, but it is mainly used when writing custom reports.

FetchXML is used like a SQL statement with XML instead of standard T-SQL.

FetchXML eliminates the need to send raw SQL statements over the internet.  With FetchXML, you are sending safe query commands and you can be sure that security is enforced.

Get started with FetchXML by using the Advanced Find feature within MS CRM.  Create a relatively simple query such as active contacts and then click on the Download Fetch XML button.  Open the file in Notepad (or Notepad++) and view the results.  You will notice that the results are fairly straightforward.  The Attribute tags are the same as your field list in a SQL statement.  The Condition element is your WHERE clause.  Now go back to your Advanced Find screen and make your query a bit more complicated and repeat the process.  This is by far the easiest way to get started learning the FetchXML syntax.

Get more information from the Microsoft website, https://msdn.microsoft.com/en-us/library/gg328332.aspx.  While FetchXML cannot do everything that SQL can, it provides a secure way to generate custom reports in Microsoft Dynamics CRM.

For more information or help with custom reporting in MS CRM, contact us at info@toplineresults.com.

About TopLine ResultsTopLine Results Corporation is a full-service consulting firm specializing in customer relationship management (CRM) solutions using industry-leading CRM software. Our approach ensures success for our clients' CRM initiatives by helping select and formulate the right tool based on their needs. Implementing these solutions help tie together sales, marketing and customer service to provide a 360° view of customer-facing interactions to better manage, maintain and service every customer or prospect.

Founded in 1999, TopLine Results has successfully implemented CRM solutions for hundreds of satisfied clients. Our company is headquartered near Milwaukee, Wisconsin, with satellite locations in Chicago and St. Louis.

by TopLine Results

The post Get Started with FetchXML for Microsoft CRM appeared first on CRM Software Blog.

Back in Tip 322 (When upgrading, do a dry run), I referenced an issue with Access Teams. The team templates don’t move with customization. So if you use Access Teams in your configuration, when you move your customizations to a new org, the team templates won’t be there, and you will get an error on the form. Even if you manually create team templates in the new organization, it will not work, as the new team templates will not have the same record ID. You have to move the team templates before you import your customization. However, there is no easy way to do that. You cannot add them to your solution, you cannot move them with the import utility, and you cannot move them with the Configuration Migration Utility in the SDK. Unless you have a third party tool, such as KingswaySoft or Scribe, there is no free way to move them.

Until now. Lucas Alexander has recently released a plugin for the XRM Toolbox that is the easiest possible way to move access team templates. Not only will it move the templates, it also give you the option to enable access teams on the entity in the target if they are not already enabled (something that I have forgotten to do many times).

Download the plugin here.

Read more about it and see the pretty pictures on Lucas’ blog.