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Dynamics CRM (42)

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In today’s digital world, it is vital for you to manage your relationships with your customers systematically by taking advantage of new technology efficiently and profitably. The traditional linear customer relationship management is being replaced by a multidimensional digital journey.

Salespeople’s and marketer’s focus has been shifted from selling products and services through a website to a targeted customer experience. While it is true that you can get hints of a visitor’s intent on your website, nothing can give you a clearer picture of their needs than a Customer Relationship Management (CRM) System, like Microsoft Dynamics CRM 2013..

A CRM system can offer your business a powerful competitive advantage by capturing all the different states of a customer’s lifecycle, from visiting your website and downloading an e-book to signing up focustomer relationship managementr a demo and buying a monthly subscription. In turn, you will be able to take action based on rich insight and not just assumptions about your costumers, i.e. find out how to retain existing customers, get new ones and increase your sales.

Here are some of the main benefits that a CRM system can offer to your customer experience journey: Identifying and anticipating your customers’ needs Forecasting and planning your sales Closing and following up sales Measuring your sales force performance and setting targets Managing customer service

The quality of the customer experience on your website is the starting point of any new customer relationship and then everything can be centered on your CRM system. This is basically your company’s integrated framework to fill in any information gaps about your customers track lead activities, measure customer satisfaction and provide excellent after-sales support at any given time. Also, CRM software can help you identify opportunities, automate your sales and marketing processes and provide an overall unified customer experience.

So, what do you have to do next? First consider whether you need a CRM system to step up your sales process in this new digital world and then choose carefully amongst the different CRM vendors to find the ideal solution for your organization.

WebSan Solutions is the Largest Canadian Hosting Provider for Microsoft Dynamics, offering robust solutions that can help you transform your business processes. For more information on Microsoft Dynamics CRM, click here.

Doriana Kote, Web Marketing Coordinator, WebSan Solutions Inc., a Channel Elite Awards Winner for 2013

Monday, 16 June 2014 09:00

What does my CRM Data mean?

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Lead – This is the qualifier for a sales opportunity. Perhaps someone you met at a trade show that might not be a qualified lead, but you want to keep in touch with them.

Opportunity – Once you qualify your leads, you would convert them to an opportunity. For example, a lead that you have spoken to whom has shown interest in your product.

Account – Once you have closed business with that person, you would 'win' the opportunity and convert the person / company to an account.

Adam MacIntosh is the Manager of Client Services with WebSan Solutions Inc, a Microsoft Dynamics Partner firm.

Tuesday, 10 June 2014 00:00

Email Templates in Microsoft Dynamics CRM

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One of the powerful marketing tools on Microsoft Dynamics CRM is an Email Template which will allow your sales team to mass email groups of contacts.

To create Email Templated within CRM, navigate to the Settings Tab, then Templates under the Business section. Select the Email Template button.

Note: The Outlook Client & Web Client will both look slightly different. However, both have the same options, so users should be comfortable using both.

CRM templates

CRM will then ask the user for a Template Type.  This will restrict the template to certain groupings of data from within CRM.  For example, if one selects a Template Type of ‘Contact’, CRM will restrict the template data to CRM contacts.

At this point, users will be presented a standard email window.  Fields denoted with a red asterisk are mandatory.  In this window, one can manually type out an email, just like a regular email.  To insert dynamic fields into the template, such as the contact’s name, select Insert / Update.  This will insert a yellow highlighted field into the template, linked to the original Record Type (i.e. User, Contact, Account, etc).  Users can even copy & paste images into this email.

Adam MacIntosh is the Manager of Client Services with WebSan Solutions Inc, a Microsoft Dynamics Partner firm.

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There are always plenty of things to consider before purchasing a new system for your business and CRM solutions are not an exception.

What is CRM?

CRM stands for Customer Relationship Management and is used to refer to a system whereby a company's interactions with current and prospective customers are closely managed. It typically involves using technology to organize, synchronize and automate such disciplines as sales and marketing, tech support and customer service. Often CRM systems will be active and monitoring many different networks for marketing campaigns. Also, they can closely and accurately track customer habits and persuasions through customer clicks and traffic.

Physical places where customer relationship management is often and most heavily used include but are not limited to, banks, call centers, social media, operation centers and customer data query centers.

Ten things to consider

Well now that you have a basic understanding of what a CRM actually is, you can now consider some very important things before purchasing a customer relationship management system of your own:

  1. Make sure you and your team of employees understand how to use it. Your CRM system will be of little use if you don’t know how to use it.
  2. Understand what features you need and never buy fluff. This may sound like the most obvious point in the world, but often people don't always read carefully every feature included in a package deal.
  3. Consider carefully how the CRM system will improve efficiency, or if it even will do that at all.
  4. Make sure that you acquire mobile tools. These days, very few people are working in one set location at their job the entire time, even if in an office job. The more mobile friendly, the better the system will be.
  5. Know your hardware requirements before you buy.
  6. Make sure the CRM system doesn't operate in a vacuum - businesses certainly don't.
  7. Try the system before you buy it to confirm it meets your company’s individual needs.
  8. Make sure you can see and understand the results as shown. Your CRM will be of absolutely no use to your organization, if you use the system itself, but don’t understand the information it provides.
  9. Motivate your team to get excited about the new software. Not only will they be more inclined to use it, but also they will be doing it more effectively. So try to generate some hype before introducing it to your team.
  10. Will it grow with your company? Look at the future and make sure that the technology you are using isn’t verging on the rim of extinction. Your new CRM system be able to support your growth plans.

WebSan Solutions Inc. is a Microsoft Dynamics Certified Partner and IT consulting and solutions provider. With over a decade of experience in Microsoft Dynamics GP and CRM solutions, our team of experts will help you make the right decision about your new CRM system and transform your business.

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Wednesday, 02 April 2014 01:27

I Lost my CRM Tab in Outlook All of a Sudden!

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If you use Microsoft Dynamics CRM, chances are you are also using the Outlook Integration that allows you to access and update CRM data directly from Microsoft Outlook. Have you now noticed that the CRM tab in Outlook has disappeared?

The most common cause of this is that the CRM add-in has been disabled in Outlook (unfortunately, why the add-in got disabled is difficult to determine). This has been known to happen in Outlook with several add-ins, but particularly CRM.

To get your CRM integration back, use the following steps:

  1. In Outlook, go to File > Options
  2. Select the Add-ins tab from the left side
  3. Under the “Manage” dropdown at the bottom of the window, change the selection to “Disabled Items” and select the “Go…” button
  4. Highlight the CRM add-in and select the “Enable” button
  5. Hit OK to close the Outlook Options window

You may have to close out Outlook and restart it for the changes to take effect, but that should be all you need to get your CRM functionality back in business.

Rahim Jiwani is an Implementation Lead at WebSan Solutions Inc, a Microsoft Dynamics GP Silver Partner & 2012 Microsoft Impact Awards Finalist. Rahim can be reached at This email address is being protected from spambots. You need JavaScript enabled to view it. or 416-499-1235 ext 217.

Friday, 17 January 2014 09:00

3 Reasons To Choose Microsoft Dynamics CRM

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If you are in the market for a Customer Relationship Management (CRM) system or you are just not satisfied with your current CRM solution, then you should consider Microsoft Dynamics CRM for the following reasons:

One of the main advantages of Microsoft Dynamics CRM is its familiar look and feel. If you are using Microsoft Outlook and/or Microsoft Internet Explorer, then you will find Dynamics CRM's interface very user-friendly. Research has proven that employees spend a significant amount of time daily using their Microsoft Outlook account. Compared to other CRM vendors, Microsoft doesn’t have to worry about integrating Dynamics CRM to Outlook because this is an inherent feature of Microsoft’s CRM solution.

Another reason to consider Microsoft Dynamics CRM for your business needs is flexibility. Not only can the system be customized to support your tailored needs but also the total cost of ownership (TOC) provides the best value in the market.

Last but not least, Microsoft Dynamics CRM offers a unified customer experience, connecting your employees around the world and empowering them with an integrated yet localized set of tools for success.

WebSan Solutions offers a robust hosted Microsoft Dynamics CRM solution along with other integrated, end-to-end business solutions.

Doriana Kote, Web Marketing Coordinator, WebSan Solutions Inc., a Channel Elite Awards Winner for 2013

Friday, 31 January 2014 09:00

Microsoft Dynamics CRM embraces the NFL

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With the 48th NFL Super Bowl around the corner and the teams competing for the big prize, let’s take the chance to find out how Microsoft Dynamics CRM 2013 can relate to this sports event.

Microsoft successfully introduced Dynamics CRM 2013 to the sports industry by releasing special industry standard templates for free including a sports management template. The Microsoft Dynamics CRM 2013 sports management industry template has been developed particularly for helping sport clubs in their efforts for recruitment, ticket sales and various opportunities.

Following is a list of the template’s features:

  • Dashboards for performance management by athlete and/or team, ticket sales, recruitment status and team standings
  • Business Processes to manage recruitment, opportunities and ticket sales
  • Business rules, workflows, and security roles to support the business processes.
  • Custom entities including drug tests, event management, merchandise sale, profile album, injuries, results, scout reports and ticket sales
  • Sports demo to experiment with the different capabilities of the solution

Notice here that this solution is only a template for customizations in Microsoft Dynamics CRM. WebSan Solutions offers a hosted Dynamics CRM solution along with other integrated end-to-end software to improve your company’s efficiency. We simply provide you with peace of mind by taking care of all your business needs so you can enjoy the Super Bowl game. Take advantage of Dynamics CRM’s versatility and contact This email address is being protected from spambots. You need JavaScript enabled to view it. to learn more.

Doriana Kote, Web Marketing Coordinator, WebSan Solutions Inc., a Channel Elite Awards Winner for 2013