Unified Service Desk for Microsoft Dynamics CRM

This is a simplified version to install, configure and use Unified Service Desk from Microsoft, which gives a unified view of the customer, integrating phone, SMS, Skype, contact details, case details and any other information that is relevant. We have used the Technet blog to create this.

 

http://1drv.ms/1Wfy06Q

 

 

Final thoughts for 2015 on the Enterprise Software scenario

As we wind down another year, which did not see the Enterprise Software market clock any great growth, here is what I think are the changes we’ll see in 2016 in the Enterprise Software market.

 

1. Vendors will force cloud adoption a lot faster. One of the primary reasons for the lack of growth in the past couple of years has been the ‘FUD’ factor surrounding migration to cloud. My prediction is that winners will be AWS and Microsoft Azure.
2. CRM could start now connecting to even supply chain, going beyond ERP integration. Vendors like Orbis Software, Scribetech and Data2CRM are the companies that will gain.
3. Traditional CRM deployments will get a serious overhaul with e-commerce, mobility and social driving the change. This has been happening gradually, but the pace will pick up. Salesforce, Microsoft Dynamics and SAP C4C will be the likely winners. Though there are products like Nimble and Bitrix24, they are not Enterprise class. Similarly, contact centre products will scale and integrate with Enterprise CRMs. The clear winner could be Desk.com, which will also breathe a new lease of life into Salesforce. I think zendesk, freshdesk and many such offerings will be acquired in the next 18 months.
4. There is a huge empty space in the customer service ‘complaint to resolution‘ aggregation place. We can still buy multiple products from a single portal like Amazon or Flipkart, but to get service, you have to go to respective manufacturers or service providers.
5. Finally, the number crunching and analytics will mature and provide customers with sensible, decision ready matrices. Watch out for Tableau, Qlik and SAS.

 

Wishing everyone a happy and prosperous 2016!

 

 

SSRS Reports with MS Dynamics CRM Online

 

One of the major limitations using any online CRM is the ability to create complex reports that need to be drilled down further. Like product wise sales, region wise sorted on buying cycles. We have created a simple step by step process to achieve this using SSRS on Microsoft Dynamics CRM 2013.

This is significant because hitherto, SSRS reports were used only on On Premises.

Please view the steps here: – http://1drv.ms/1QTJXP1

CRM is Fragmenting. It’s A Controversial Topic | Forrester Blogs

CRM is Fragmenting. It’s A Controversial Topic | Forrester Blogs.

Creation of Grid on entity form in MS Dynamics CRM 2013/2015

Creating value through Customer Relationship Optimization

• These steps help you display excel sheet like table on entity form in the form of grid like structure.

  Step 1 Create an look up field (Relation with any entity). As shown in fig 1

Fig 1.

Step 2 Make look up field as mandatory after placing field on from. As shown in fig 2 an 2.1.

Fig 2.

Step 3 continued……

Fig 2.1.

Step 4: Add sub-grid into newly created tab or any where on the entity form based on your requirement and set properties like shown in fig 3.

• In Data source Section

  Records= Related Records only

  Entity= Combination of schema name and look up field name select that.

  Default view= select and edit according.

Fig 3.

Step 5. Edit or Add new columns (as shown in below fig) according to requriment in grid view which is located in Data source section in grid properties dialog box

• In…

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Microsoft Dynamics CRM reports using Power BI

Power BI gives you flexibility to create awesome reports without going through the rigour of SSRS reports. Some samples from Microsoft Dynamics CRM 2015. http://1drv.ms/1JcHRGK

 

Outside Innovation: How to Improve the Customer Experience for your B2B Customers

Interesting approach. I have used this methodology and found success.

 

via Outside Innovation: How to Improve the Customer Experience for your B2B Customers.

How to Create a Social Media Marketing Plan From Scratch

This is a great example to do a SM campaign.

How to Create a Social Media Marketing Plan From Scratch.

What is Hadoop in HDInsight: Cloud big data analysis | Microsoft Azure

Very well written primer on Hadoop and its provisions on Azure.

What is Hadoop in HDInsight: Cloud big data analysis | Microsoft Azure.

Multimodal CX Explained.

Very well explained.

Multimodal CX