Microsoft CRM Implementation & Remote Support overview for V.P. IT

Microsoft CRM Implementation & Remote Support overview for V.P. IT

 by: Andrew Karasev

Microsoft CRM is now on the scene and it is increasing its market share, due to the Microsoft Business Solutions muscles and marketing strategy. It is tightly integrated with other Microsoft Business Solutions products such as Microsoft Great Plains, Solomon, Navision. Being relatively inexpensive in comparison to competitors, like Siebel, Oracle - Microsoft CRM opens you the door for worldwide operations automation.

We would like to give you pluses and minuses of Microsoft CRM.

1. Web and MS Outlook based client - this means that you don't need additional installations or training - everyone is using Outlook if you are on Windows XP/2000/2003

2. SQL Server database - just to mention

3. Integration with Microsoft Exchange 2003/2000 - this means that replies to CRM originated emails will be captured and store in CRM as activities for the Contact, Account or Lead.

4. Remote Support - I would say - this would be in the nature of MS CRM - you host it's database in your headquarter and users will connect to it worldwide via Internet Explorer

5. Integration with other MBS products - currently it has integration interface with Microsoft Great Plains

6. Microsoft technologies dependence - yes, this is true and maybe considered as minus, it doesn't work with Netscape or Mozilla browser.

7. New Product - it is relatively new on the market and may not have industry specific features yet

Also if you are considering some customization scenarios, we would suggest you to review the options below:

1. Microsoft CRM SDK this is software development kit with C# and partly VB.net code samples it is supported by Microsoft Business Solutions technical support. It is based on web service calls, if you are C# .NET developer you are excellently positioned to do this type of customizations. This is the preferred modification scenario and this should be easily upgradeable customization. VB.Net examples will be available soon.

2. Legacy SQL Data integration. This is also easy and safe. If you have SQL database, sitting on the same or linked SQL Server you can create ASPX .Net application and simply integrate it into CRM. You can place it on the navigation bar or menu in isv.config please refer to MS CRM SDK

3. Legacy ASP integration this is somewhat more sophisticated. You have to deploy HTTP handler to be a middle party between CRM which is .Net based and ASP which is legacy IIS. The trick is you have to have INI file with security settings to penetrate into MS CRM with proper credentials, calling web service.

4. Microsoft Exchange Programming. Microsoft CRM has Exchange connector which moves CRM incoming email to MS if it has GUID in its subject. You can alter this logic (for instance - move email to CRM if it doesnt have GUID but it is from the sender who is contact or account in MS CRM). Refer to MS Exchange SDK onsyncsave event handling. Then simply apply some MS CRM SDK programming - you need some COM+ objects creation and VB programming experience.

5. Direct SQL touch in #4 above I described you the scenario with MS Exchange handlers this would be ideal world if MS CRM SDK does the job. But in real world this is not always true you have to do direct flags correction in CRM database (like making Activity closed, moving email attachments/octet streams, etc). This is not supported by MBS technical support but you can rescue to this technique if you have to get job done.

6. MS CRM Customization tool this is rather end-user tool and we dont describe it here read the manual. Weve described above the options to use when this tool doesnt do the job

7. Crystal Reports - feel free to create Crystal report - tables and views structure is self explanatory. Try to avoid the temptation to create your own SQL view or stored procedure in MS CRM database, instead - create custom database and place your view and stored proc in it.

Happy selection, implementation and modification! If you want us to do the job - give us a call 1-866-528-0577! help@albaspectrum.com

Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Microsoft CRM, Microsoft Great Plains customization company, based in Chicago, Boston, San Francisco, San Diego, Los Angeles, Houston, Dallas, Atlanta, and Miami and having locations in multiple states and internationally (www.albaspectrum.com), he is Dexterity, SQL, VB/C#.Net, Crystal Reports and Microsoft CRM SDK developer. akarasev@albaspectrum.com

 

Microsoft CRM Integration with Microsoft Retail Management System (RMS) overview

Microsoft Client Relation Management system (Microsoft CRM) and Microsoft RMS are both Microsoft SQL Server based applications, however historically Microsoft was purchasing industry leading software applications, such as QuickSell which is now Microsoft RMS.  So, RMS design fundamentals were minted a long time before Microsoft CRM.  But, still integration between the two is straightforward and what you need is consultant, who is familiar with both systems structures and customization scenarios

Microsoft Client Relation Management system (Microsoft CRM) and Microsoft RMS are both Microsoft SQL Server based applications, however historically Microsoft was purchasing industry leading software applications, such as QuickSell which is now Microsoft RMS.  So, RMS design fundamentals were minted a long time before Microsoft CRM.  But, still integration between the two is straightforward and what you need is consultant, who is familiar with both systems structures and customization scenarios

Microsoft CRM is currently integrated with Microsoft Great Plains and will be integrated with Microsoft Navision in the close future, RMS integration is not planned to our knowledge, so you should seek third party solutions or create your own integration.  We see the need for such the integration when you sell on account in RMS and have customer support call center automated with Microsoft CRM.  Let us give you highlights:

• Microsoft CRM custom lookup.  More likely you will nee lookup to your RMS headquarters or store records for the customer transactions from Account screen.  Microsoft CRM allows you to have custom navigation bar on Account screen by clicking on this bar you could call your custom web .Net application, which will call Microsoft RMS database and return you the grid of customer transactions
  
• RMS architecture excurse.  Microsoft RMS has Headquarters and Store databases.  The exchange between the two types of databases uses worksheet mechanism.  Most of the transaction types are initiated on the store level and transferred to the Headquarters database (with some global data exception, global customers for example are handled on HQ level and then propagated down to the stores). 
  
• Data Inquiry and Update.  The MS RMS architecture suggests you to query primarily Headquarters database and do not change data in HQ database.  If you need to change data on the store level from Microsoft CRM custom screen you should consider placing web service on the SQL Server hardware in the store to deal with the store-initiated transaction
  
• Microsoft CRM programming.  Microsoft CRM has MS CRM SDK (Software Development Kit).  This is open source tool, you can download it from Microsoft site and it is description of Microsoft CRM classes and methods with sample codes in C# and VB.Net.  Microsoft technical support encourages you to use Microsoft CRM SDK objects and discourages you from direct SQL server programming.  If you need to query MS CRM database you should create your custom database and place your objects: SQL views and stored procedures there.  Do not place custom object into MS CRM databases

Do your homework in integration and if you have issues or concerns we are here to help! If you want us to do the job - give us a call 1-866-528-0577! help@albaspectrum.com

Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Great Plains, Microsoft CRM customization company, serving clients  in Chicago, California, Texas, Florida, New York, Georgia, Arizona, Minnesota, UK, Australia and having locations in multiple states and internationally ( http://www.albaspectrum.com ), he is CMA, Great Plains Certified Master, Dexterity, SQL, C#.Net, Crystal Reports and Microsoft CRM SDK developer. You can contact Andrew: andrewk@albaspectrum.com

 

Microsoft CRM Integration with IBM Lotus Notes Domino machinery dealership example

IBM Lotus Notes with Domino email server is traditional document workflow management solution for large corporate business, where you need audit trail on approval cycle and decision making. Microsoft Business Solutions CRM is very cost efficient solution to automate sales process. It might be surprising, but we see good strata of clients who are willing to deploy and integrate both systems: MS CRM and Lotus Domino. In our opinion these clients are balancing ERP platform risks and trying to protect and deploy investments into Lotus licenses, while deploying new and already leading CRM solution Microsoft CRM. In this small article well give you the integration example European division of one of the well known machinery manufacturer dealership network.

Custom Lotus Database. In our case client had custom database, which was designed back in the beginning of 1990th. Some dealers had Lotus Notes Domino 4.0 and some of them had 6.0 and 6.5. Technical excurse in Lotus Notes Domino 6.0 you can use Java 2 agents, and it seems to be platform independent (Microsoft Windows Server, IBM AS/400). To synch all the dealerships the decision was made to upgrade across the network to Lotus Notes Domino 6.0 (to be a bit conservative)

Domino Messaging. Obviously you have to have just one email server assigned to your url domain, and as traditionally Lotus Domino was the email server the replacement with Microsoft Exchange 2003 (which is natural choice if you purchase Microsoft CRM) was not an option. With Alba Spectrum Technologies MS CMR Lotus Notes Domino connector you can switch email messaging to Lotus Domino

Lotus & MS CRM events synchronization. IBM and Microsoft software designers designed CRM & Lotus events differently. Second phase of the project implementation will synchronize appointments, calendar events, etc. between Lotus and MS CRM.

MS CRM ODBC lookups to Lotus database. As the second phase we plan to implement lookups from MS CRM Account to cases with custom fields and Lotus notes lookup tab. This tab will be realized as web .net application, integrated into MS CRM web interface. This web application will have machine serial number, warranty & service info. As you probably know in MS CRM 3.0 you can deploy custom table in link it to MS CRM object as one-to-many. The most important is that it will be synchronized by MS Outlook and will allow you as a salesperson to work offline.

You can always have us help you with MS CRM customization, implementation, support & MS CRM SDK data conversion. Give us a call: 866.528.0577 or 1.630.961.598, help@albaspectrum.com

Andrew Karasev is Chief Technology Officer at Alba Spectrum Technologies ( http://www.albaspectrum.com ) - Microsoft Business Solutions Great Plains, Navision, Axapta MS CRM, Oracle Financials and IBM Lotus Domino Partner, serving corporate customers in the following industries: Aerospace & Defense, Medical & Healthcare, Distribution & Logistics, Hospitality, Banking & Finance, Wholesale & Retail, Chemicals, Oil & Gas, Placement & Recruiting, Advertising & Publishing, Textile, Pharmaceutical, Non-Profit, Beverages, Conglomerates, Apparels, Durables, Manufacturing and having locations in multiple states and internationally.

help@albaspectrum.comMicrosoft CRM Lotus Notes Domino Connector FAQAndrew Karasev

Microsoft Business Solutions CRM and IBM Lotus Notes Domino, being two groupware products from competing software development leaders, however could coexist within one organization computer network and even work together in collaboration. There maybe multiple reason why corporation would use both products: licensing, commitment to IBM Lotus Notes as legacy product, risk balancing staking on both Microsoft and Java/EJB/J2EE platforms, deploying Lotus advanced workflow to automate document management, etc. The need to synchronize MS CRM and Lotus Notes Domino databases is dictated by the ERP market and the connector is available. In this small article well answer on the frequently asked questions.

Messaging. Can MS CRM use Lotus Domino instead of Microsoft Exchange? Yes. MS CRM Lotus Domino connector allows you send messages from MS CRM objects: Lead, Account, Contact and all the future object, including Sales and Service modules

Outgoing Messaging. When Microsoft CRM send email from Account, Contact, Lead connector takes control over and sends email through Lotus Domino server. It has Java Agent at the Lotus side and MS CRM SDK custom piece at the MS CRM side. If you compare outgoing messaging with standard MS CRM Exchange connector, then mechanism is slightly different. Microsoft CRM Exchange connector places GUID in the message header and uses this GUID to identify the object in the responding email to push it back to CRM and attach. MS CRM Lotus connector doesnt use GUID instead it scans MS CRM objects (Accounts, Contacts, Leads) in smart cached way

Incoming Messages. When Lotus Domino server receives email Java Agent side of the connector triggers checking with MS CRM if addressor email matches with any Contact, Lead or Account email. In the case of the match email is transferred into MS CRM in the form of activity of email type. Again please note that connector doesnt use GUID mechanism. We found that matching is better approach and we have Microsoft CRM Exchange advanced connector which works with matching, without standard GUID mechanism.

Microsoft CRM & Lotus Notes Events synchronization. Future version of the connector will synchronize MS CRM and Lotus Notes objects: Calendar, Appointment, Fax, Phone Call, etc. Please, note that Lotus has different objects we have the matching table, please check with us.

Lotus & MS CRM Versions. Lotus should be version 6.0 or higher. The reason for this is simple version 6.0 supports Java Agent technology. MS CRM should be 1.2 or 3.0. Lotus could work in multiple hardware & OS platforms, such as Windows Server, AS/400, etc.

Product Pricing. It is US$3k basic pack, including 30 users and then $75 each additional user. In Europe price is proportional in Euro.

Support. Product is installed Worldwide and supported in Europe from German office, in the USA and Canada from Houston and Chicago, in South America, Africa, Australia, Asia, New Zealand from office in Sao Paulo Brazil.

Please give us a call if you have additional questions 866-528-0577 or 630-961-5918! help@albaspectrum.com

Microsoft Dynamics CRM V3.0 ? Customer Relationship Management

Customer Relationship Management software effectively implemented, provides business owners and management with an extremely powerful tool for bringing the front-office functions of sales, marketing and customer support together and working far more effectively as a combined team.

Many businesses think wrongly that a CRM solution is only for enterprise class concerns with large check books when in fact software providers such as Microsoft offer scaleable versions for all company sizes. Microsoft Dynamics Software has evolved from their enterprise class Great Plains software however versions have been developed and aimed specifically at the small and mid-range business market.

Microsoft Dynamics CRM v3.0 allows businesses to respond to the growing challenges in the modern business environment by bringing client and prospect information into a central repository, organizing the information and allowing users throughout the business to access the data when they need it. Microsoft Dynamics CRM v3.0 delivers the ability to manage the customer relationship throughout the entire sales cycle from initial enquiry in response to a marketing or sales campaign, through to pre-sales meetings, the actual sale and post sale issues such as delivery and repeat ordering.

Microsoft Dynamics software empowers every decision maker in your business to satisfy customer demands by providing the most up-to-date and accurate client information they need when they need it and ensure that the history of the relationship is encapsulated for all to share. Decision makers in this context need not necessarily be management but a customer service representative with a customer on the telephone asking about an order or information on your other products. All staff in contact with prospects and customers will be able to see at a glance what is happening with a particular account and in customer relations, knowledge is power. Customer relationship software provides everyone in your business with the ability to demonstrate an outstanding level of customer service not possible by traditional reporting methods.

The ability to integrate a customer relationship software solution with existing applications already employed by your business allows for the transfer of information between your word processor and spreadsheet applications and the CRM. Microsoft CRM software has been specifically designed with Microsoft Outlook and Office in mind, and allows a seamless user experience. Mobile workers reliant upon email are able to access Microsoft Dynamics CRM v3.0 via their Outlook client, while marketing and sales campaigns can use data imported from the Dynamics Suite directly into Microsoft Word and Excel applications for marketing campaigns and mail shots.

If your business has several office and site locations, it is still possible to implement a customer relationship software solution across the whole company. Microsoft Dynamics v3.0 is well adapted to be delivered to remote locations via Microsoft Terminal Services, Citrix and other ?thin client? solutions. An example is where a business has a central warehousing facility in Detroit with sales offices in New York, San Francisco and Chicago and they all are able to utilise the customer relationship software solution almost in real-time.

Microsoft Dynamics CRM v3.0 benefits your business by saving time and costs, minimizing non-productive activity while maximizing sales revenue by ensuring that sales leads are followed up and do not get lost or ?fall between the cracks?, while customer retention is improved by enhancing customer relations and service.

Syed Ali, is the lead CRM consultant for a Toronto based company. His company offers, Microsoft CRM Software Syed can be reached at Tel : (905) 815- 1995 ext 22, email :asyed@cqsolutions.com

Improving Your Customer Relationship Management With Blogging Technology

Before I address the following questions: What is a blog? and What can a blog do for your business?, let me pose a few "What if . . ." questions to you.

Keeping in mind that before your prospects and customers buy from you, they need to know you, like you, and trust you. In other words, they need to know, whether overtly or covertly, that they have a trusting and ongoing relationship with you. What better way to accomplish for them to get to know you, trust you, and like you than with a blog?

Now, here are my "What if . . ." questions:

* What if less than two minutes after creating and publishing your blog, it were to be promoted to thousands of prospects without any extra effort or cost on your part?

* What if your blog gave you immediate access to hundreds of international prospects?

* What if you had immediate access to hundreds of prospects in your city, state, or country who had interests and hobbies similar to yours?

* What if every time someone clicks on a hyperlinked keyword in your Profile that describes your hobbies, occupation, industry, favorite books, movies, music, or artist, your blog pops up?

* What if every time you left a comment on someone elses blog, you could leave a hyperlink to your website, blog, or email? (a mini no-cost commercial!)

* What if whenever someone enters your name or business name (completely or partially) into a major search engine, your website or blog pops up in their search results?

* What if every time you post content on your blog, it would bypass the spam filters and instantaneously appear on your subscribers desktop without any extra effort or cost on your part? (- an excellent opportunity to get your sales, special messages, or time-sensitive announcements into their hands, or actually in front of their eyes!)

* What if your satisfied customers had the opportunity to place their self-generated testimonies on your blog? (Although some will take the initiative to do so, others might need encouragement. That's all right. Just make an incentive opportunity of it! Offer some incentive for their efforts.)

By now you should be beginning to see the powerful marketing potential a blog offers you. These are just some of the powerful customer relationship management features a blog offers you.

But wait! There's yet more!

* What if you were to combine these powerful features with other online and offline efforts such as a blogathon, teleseminar, webinar, online articles, and others?

* What if doing so would enhance your customer relationship management?

* What if doing so would decrease returns and refunds?

* What if doing so would increase sales?

Think about it! I realize that successful marketing and sales are still high-touch entities; however, I also realize that when you combine your high-tech efforts with your high-touch efforts, you're bound to be successful!!!

Now to answer the original questions, What is a blog? and What can a blog do for your business?:

A blog, short of web log, is an interactive web-based journal that encourages participation from viewers. It looks like and does everything a website does and more! A blog serves as an excellent supplement to your website and other marketing efforts. Entries, called posts, are published by date on the page according to your predetermined quantity and are archived in the margin according to your predetermined frequency.

A blog offers your business countless marketing options. Specifically, a blog:

* gives viewers, prospects, customers, and subscribers who might have had difficulty in the past immediate access to you.

* helps to reduce your time spend distributing emails and other messages.

* improves your content delivery rates by 100%.

* improves your search engine rankings.

* publishes constantly fresh content.

* bypasses spam filters completely.

* improves your online visibility.

* enhances your web presence.

* generates more visitors.

and more . . .

So, if you don't already have a blog, I only have one question for you: What are you waiting for? !?

Don't let this cutting-edge technology, this powerful marketing tool, pass you by. Online companies are popping up all over the internet offering you free blogs. My recommendation is that you grab one, or two or more! Most, if not all, are extremely easy to create, but may be time-consuming, according to your already hectic schedule, to maintain.

If that's the case in your situation, you might want to call in outside help. Consider the high school computer techie next door, or the college-age computer-major son or daughter of a friend who could always use a few extra bucks.

I leave you with this wish: May you always be successful in looking for and using new and creative ways to maximize your earning potential.

Remember: When you maximize your potential, we all win! When you don't, we all lose.
Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts lectures, seminars, and workshops, and writes articles about helping you maximize your potential for individuals, schools, small businesses, non-profit organizations. Reach him at http://www.MasterBlogBuilder.com.

Customer Relationships How To Build Them

The Gurus all tell us this is the way to sell on the web
or this is the way. New ways and techniques are daily
mailed to my inbox telling me if I just do this then
I will be a success selling on the web.

However, the psychology of selling everything goes through
A simple process that is not a secret. The formula has been
taught us ever since we have first been on the web.
You know this secret if you are a newbie or a
seasoned veteran selling on the web.

First you must get the customers attention. How do you
do this? First of all the customers on the web are searchers
by that I mean they get on their computers, go to a search
engine and search for specific things they want to know about
or buy. So it makes sense that your site title, where you
are ranked on the search engine and your description of your
site are the first ways to get their attention. Ok, say you
have done a good job of that so you get them to your website.

You are still trying to capture their attention. So snappy
headlines and good content will get their attention. They are
not ready to buy yet. You shouldn't even be trying to sell them
at this point. What you present on the website will either
encourage them to come back or they will just click away and
never return. So not only good content about the subject
that they are looking for is essential. How about a five day
course. This accomplishes two things it gets them to give you
their email and you are giving them good content. Make this
course personal and dynamic and you have gained trust. Perhaps
you first get them to join your ezine. Where again you get their
email, give them really good content and have a chance to interact
with them. Again you are building trust and forming a relationship
with a real person. This is not instant. Relationships take time.

After you have built a relationship you can then recommend to them
products, and services. But even then you cannot sell to them if
they do not need your product. If you don't believe me try selling
ice in the artic. So try and target your market. Find out what your
customers need and then fill that need.

The last thing you are going to do is to send your prospects to your
product page. This is the one of the most important pages you
will ever write. It has to tell them what your product can do for
them. How it will change their lives to use your product. In other
words make them really want to buy the product.

Now you are at a point in your sales that you will be sucessful. But
to recap you can not go from get the customer's attention to sales
selling is a relationship between two human beings and relationships
take time. Judi Singleton is the publisher of Jassmines

Journal
A targeted daily ezine.
You can subscribe at http://www.motherearthpublishing.com