Having to implement a CRM system can seem overwhelming. As a result, we have compiled a few factors that we recommend that you include in your CRM considerations:
Which add-ons and integrations can you use?
Which processes should CRM handle?
Which customizations do you need?
Do you want on-premise or cloud?
Which operating costs and licenses do your Dynamics 365 applications require?
What is your budget?
You should begin your CRM considerations with which Dynamics 365 application or applications best match your needs. We are of course happy to help identify your needs, and to give you an understanding of what the different applications can do.
Add-ons and integrations
The next CRM consideration is your need for integrations. CRM can be integrated with ERP systems, both Business Central and other non-Microsoft products, and with external systems such as portals or internal databases.
CRM can be integrated with e.g. products such as Office 365 and add-ons such as ClickDimensions.
We are happy to help identify your needs and give you an understanding of what you can achieve with integrations and / or add-ons.
Your Processes and Change Management
The next CRM consideration is about how to document your existing processes, that are to be included in the CRM system, for example:
- Customer service
- Activities (eg meetings, assignments, e-mails)
- Project management
- Field Service
All processes must be covered so that we understand how you currently handle your processes and how they can be handled in CRM. Then you should consider whether it is the system or the processes that need to be adapted – or both.
Documentation of processes is something you can easily do yourself, but as we have tried it many times, we are happy to assist you. The result can give us an idea of whether you need Change Management or not. We often see a request to copy the workings of old systems into a new system, which is rarely a good idea. Implementing a new CRM system should be an opportunity to clean up your processes.
When implementing a new CRM system, the organization often changes existing business processes and develops new processes. For example, there may be new ways of interacting with the customer and perhaps new segmentation opportunities. The company is changing, and this is where Change Management comes in.
Experience has shown us that Change Management and education are the primary factors when it comes to anchoring change in the organization and being successful with it. We are aware that the value of the solution often stands and falls with this change. That is why we advise on Change Management. Our approach is based both on theoretical models and on 19 years of experience with what works in practice in different industries.
If you need to implement an ERP / financial system, we recommend that you read ERP considerations here.
When installing Microsoft Dynamics 365 solutions, they are always standard out-of-the-box solutions with Microsoft terminology and processes.
Perhaps you do not work with the term ‘customers’ but with ‘clients’? Perhaps you have multiple sales processes? Perhaps you need additional functionality and integrations that suit your specific needs?
Customizations give a better user and customer experience because they are rooted in your business and customer experience.
Customizations can be simple or complex and should be part of your CRM considerations.
On-premise or cloud
Dynamics 365 can run both as an on-premise or cloud solution, which are important options to include in your CRM considerations.
One advantage of running Dynamics 365 as a cloud solution is that it is fully integrated with other cloud solutions from Microsoft such as Teams, SharePoint, Exchange, Azure Functions, Power Apps and Power BI.
In addition, the cloud solution is automatically updated. The updates typically occur every 3 months and ensure that you are always on the latest version with high security from Microsoft. As a result, the cloud solution is the solution that is most future proof.
Another advantage is that it will often be cheaper, as you avoid server costs. With the cloud solution, it is easy to establish a so-called sandbox (test database), where you can test new functionalities and / or perform training in the system. However, you should know that customizations must always be tested in the system in relation to automatic updates and in some cases, you must correct the customizations.
The advantage of the on-premise solution is that it is located in the local environment, hence the term on-premise. When the solution is located locally, you have a greater influence on performance and safety. You maintain on-premise yourself and can decide when you want to run updates.
Whether it is cloud or on-premise that is the right choice for you depend on a variety of things. Perhaps you have already made a decision in your company that states that you only run cloud or only on-premise. Either way, we are happy to advise you on the various solutions.
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Operating costs and licenses
Dynamics 365 comes with several licensing solutions to suit your needs. Advising on the right licenses requires insight as there are many different parameters that come into play. For example, combining different licenses can mean that the price per. month becomes cheaper. We have that insight.
The license prices should be included in your CRM considerations, as they should be part of your total operating costs. As should ongoing maintenance, further development of the system, and support.
The last CRM consideration is about budget. We are often asked: What does a CRM system cost? But the question might as well be: How much is the price of a car? Just like with cars, you can get a CRM system in different price ranges. The price depends on many different parameters, including what type of license you need, the number of users, which customizations and integrations you need, etc.
Consequently, you should consider what your budget is.
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