Summary of the WDX specific services offered by True CRM

1. CRM systemshelptoprovide agreatnumberof benefitstobusinessesbutoftenthe mostdifficult
phase of a CRMimplementationissuccessfuluseradoption.
You can have the bestproduct on the market,customisedtoexactlymeetyourorganisation’s needs,
withoutsuccessful useradoption,youremployeesmissoutonfunctionalitythatwouldmake their
worklife easier,improve theireffectivenessandhelpthemofferclientsandprospective Clientsa
betterexperience.
Here are some pointerstohelp youdrive youruseradoption,soyoucan realise yourorganisations
investment:
Have an adoptionstrategy
Ask‘Why youwanteda WDX system’?There shouldbe aclearreasonwhypurchasedWDX,by
understandingobjectives,youcanensure theyare achieved.
Promote the value andbenefits
While WDXhelpsclientrelationships,italsoisa huge helpforstaff.Whatbetterway to getyour
staff usingthe systemthembyshowingthemhow itwill helptheirday-to-daylives?Thiscouldbe
showingthemhowtheycan save time,save effortorremove tedioustasksfromtheirjobrole soyou
shouldshowthemwhattheygainfromusingCRM.
Involve keyteamsearly
Lots of people canresistchange and especiallyunexpectedchange.Byinvolvingkeyteamsandkey
contacts earlytheyhave longertoprepare forthe switch.Aswell ashelpingthemadjust,italso
ensuresthey’re involvedinthe processandwill make themfeel more investedinthe systemwhich
will boostCRMacceptance.
Create ‘champions’
Havinga ‘go-to’internal contactmeansthatstaff can easilyaccessaknowledgable resourcewhen
neededhelpingincrease engagementwhilereducingcosts.Asthe CRMchampionwill be an
employeetheywillhave agreatunderstandingof yourbusinessandcancombine thiswiththeir
CRM knowledgetobecome agreatCRM driverforyour business.
Get the righttraining
Trainingisvital whenadoptingaCRM systemandbudgetshouldbe allocatedforthis.Choosing
more intuitive systems(suchasMicrosoftDynamicsCRM) helpstoreduce trainingcostsbut anynew
systemsneedstraining.Tosave costs,insteadof trainingall staff youcan train‘champions’asabove

2. whoreceive more detailedtrainingandwhothencan trainthe rest of your staff and anynew
starterswithoutincurringadditional trainingcosts.
Create a feedbacksystem
CRM systemsare oftendeployedinstages,sohavingafeedbacksystemisextremelyhelpfulsoif any
change managementornewfeaturesneedtobe addedtheycanbe fedbackand evenincludedin
the nextphase thanksto agile projectmanagement.Byallowingeveryonetofeedbacktheywill also
see theirviewsare importantandthe mostuseful suggestionsorimprovementswill come fromthe
usersthemselves.
Make itfun
GamificationispopularinCRMandprovidesagreat incentive foruserstouse the systemeffectively
and getrecognition –whetherthroughbadges,dashboardsorrewards.(WithMicrosoftacquiring
FantasySalesTeam,agamificationplatform, afew monthsagoperhapswe are goingto see more of
thisbuiltintoCRMin the nextyearor two).
Have check-ups
As yourbusinessevolves,soshouldyourCRMsystemso it’snota case of gettingthe systeminand
leavingit.Ideallyyouwill have reviewmeetingsnotjusttocheck that usersare happybut to see if
any newlyreleasedfeaturestoease anypainpoints.If youhave a CRMsupportpartner,thenthey
shouldalsobe advisingyouonthe latestupdatesandanyways to optimise yoursystemovertime.
Adda touchof design
Addingcustomiseddesigncan reallyhelpusersenjoyusingthe systemmore,whetherit’ssome
simple colourchangesoraddingyourownpersonalisediconshavingsome designinputcanreally
increase userexperience.
Test,testand test
Testingensuresall requirementsare metandthatthere are no errorsso yoursystemsfunctionsasit
should.YourCRM partnershouldprovide CRMtestingaspart of yourimplementation(if theydon’t
thenspeakto them) butit’salsowise totestthe systemyourselftoensure itsworkinghow youwant
it to andto familiarise yourself.
Reportit
CRM ishighlyeffectiveatreportingsouse it!You can reporton usage and teamperformance toget
a snapshotviewof whoisusingthe systemto mostor whois usingitthe least,as well aswhois
doingthe most(i.e.closingthe mostdeals,orsolvingthe mostcasesetc.) Thisprovidesquickand
visual informationthatyoucan use to see if anyone isstrugglingorexcellingandactappropriately.

3. Make ityours
We workwithMicrosoftDynamicsCRMbecause itis highlycustomisable throughCRMcustom
development,soitcan be completelytailoredtoyourbusiness.Thismeansyoucanensure the
systemhasthe exact wordingthatyouuse in yourbusiness,sostaff cannavigate more easilyasit's
tailoredtohowyour businessruns.
Connectyoursystems
Havinga CRM systemthatintegrateswithyourexistingsystems(suchasemails,calendars,Word,
accountingsoftware ormarketingautomation) isabigbonusas itremovesdouble handlingof
informationandallowsintelligentdatasurfacingandwill meanstaff don’thave toswitchbetween
systems.
Great documentation
Quickreference guidescanbe veryuseful butwe usuallyrecommendagainstlarge CRMdocuments
as theychange so frequentlyandbudgetcouldbe betterspentontrainingitself.Luckily,Microsoft
provide awealthof resources,suchas quickguides,videos,how to’s,eBooksandtechnical articles
that can educate andhelpusersandtheyare regularlyupdatedandfree too!Because of the giant
MicrosoftDynamicsCRM community,youcanalsofindmanyquestionsandanswersonline thanks
to itslarge user base andfollowing.
We hope you’ve foundthesehelpful!If youhave anyCRMquestionsorneedanyCRMhelpplease
contact us as we’dlove toshowyouthe full potential of MicrosoftDynamicsCRM.