You invested in a Customer Relationship Management (CRM) system and have been diligent in getting the system implemented and adopted across the entire company. However, if your team is not consistently keeping the Lead, Account, Contact, Opportunity and Service Ticket data clean, you are likely missing out on the benefits of having a CRM system to begin with. How?
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One problem that users have been facing since CRM 2011 is the discrepancy between what they see in the Activity Associated View for a record and an Activities subgrid included on the form. Someone may log a Phone Call with an Account or Contact as a recipient, but reference a Case in the Regarding field. In this instance, they’ll be able to find it in the Activity Associated View:
Has it ever seemed like your customers know more about your company then your company knows about them? Today’s customer is more well-educated than ever before. It is up to your company to proactively stay informed about your customers if you want to continue to build the relationships necessary for your business to thrive. The tools your company uses to achieve that goal could be the key to success.
For any major investment to become successful, it takes total buy-in from all parties. It is not enough anymore to see each customer as a one-way transaction. The customer-business relationship is about the full 360-degree commitment.
“If you don’t know who the customer is, if you don’t have the foundation of data and knowledge, you don’t have anything.” – Michael Fauscette
When working with HTML web resources, there’s a “data” querystring parameter that allows you to pass extra values along to the page. This can be useful for HTML resources that you would like to present or manipulate data from the current form without needing to use the ID to query for the record, or whenever you have extra parameters that don’t fall into what CRM supports in the querystring:
Here are 2 observations from our Microsoft Dynamics CRM 2016 upgrade experience (from Online 2015 to Online 2016) that might be helpful to you:
Duplicate detection rules got published – In our initial CRM installation, we had unpublished all existing duplicate detection rules, being not yet ready to employ them. The upgrade process published the duplicate detection rules, so we needed a post-deployment step to unpublish them again.
As companies are solidifying their goals and budgets for 2016, a major topic of discussion will be investing in customer service. Customer service is no longer just a call center, but now encompasses the full post-purchase customer experience and support. In order to keep up with industry developments and continue to stand out from competitors, companies need to expand their offerings in customer service technology. Gartner estimates that, by 2017, over 50 percent of technical development investments will be in customer service innovations.
Recently, I had been making some seemingly simple adjustments to a CRM environment and ended up uncovering a lot of useful (but not very well-documented) information on icon usage in MSCRM - here is how it all played out.
Users are mentioning that the icons for custom entities in CRM for Outlook all look the same, and don't reflect what they see in the Web UI. Here is what they see: