Friday, August 6, 2010

CRM - Everyone You Meet is Fighting a Hard Battle

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..

At any given moment you, your clients, and employees are dealing with one or the other of these challenges in life. No one has escaped from this life untouched by problems, both big and small. No matter how people may appear on the outside, they battle with some problem that is unmanageable on the inside. The clearer this is to us the easier it is to be extrodinarily kind to others.

But if we are also suffering how is it possible to do this? It is not easy, it is a learned skill. It needs to be taught to all your employees. It must be practiced and practiced until it becomes habit. This habit needs to be policy and employees need to be encouraged daily until the habit is developed.

Customer Relationships are built on this knowledge. Why people act a certain way is always based on their level of life challenges at a given moment. This includes both employees and customers.

We cannot solve all their problems nor should we, but the fact that a person might be struggling in their personal or professional life needs to in the back of our mind whenever we deal with people.

There is nothing as memorable as a person's kindness when we are in a difficult situation.

Help your clients to solve their immediate problems (pertaining to your business!)and they will be satisfied. Give them reason to smile and they will be impressed. Do it every time they contact you and they will never leave you. Client loyalty is a reflection of the level of care they preceive they are getting from a business. This does not mean we sacrifice our profits and productivity. It means that we increase our profits and productivity. Happy employees work better and exhibit higher levels of company loyalty when dealing with customers and happy customers will return and tell their friends.

No matter what you sell or manufacture; from fertilizer to real estate, from preschools to restaurants, you are first in the business of providing solutions for people. These solutions need to include how the person feels when they walk out the door, and you must always keep that in mind.

Owner Lasting Impressions 2 - Custom Business gift baskets, greeting cards, Customer Service Tips

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Microsoft Dynamics CRM Customization Or Third Party Product ? Overview For Consultant

With version 3.0 MS CRM will be more exposed to end-user tuning, software development, customizations. Microsoft CRM SDK is becoming more sophisticated with post-call-out technology reconsidering, deprecating a lot of 1.2 CRM SDK methods, replacing Crystal Reports Enterprise with MS SQL Server Reporting Services, changing MS CRM Exchange Connector functionality, etc. Microsoft itself has to be very flexible and freed up to change/adjust development standards if required. In such situation end customer should be very knowledgeable and savvy to predict the future, when he needs to deploy custom solutions/modules. In this small article we will consider pros and contras of deploying third parties or just go ahead with customer specific unique customization.

Third Party Product.

? Pros: The cost is normally controllable, because product is already developed and ready to be implemented. Plus it is possible to get references on the reliability of the product from all the kinds of user groups, product reviews, etc. Also ? sometimes it is referred as weakness but it might be considered as the plus ? if product is developed and supported by the known vendor ? you should believe that it will be upgraded and available for future MS CRM releases.

? Contras. The first minus we would like to mention is usually not described in the textbooks ? this is the problem when, say product A is purchased by Microsoft itself and inaugurated as from now on ?official? solutions, and if you historically selected product B ? coming from the competitor ? you are in a problem ? you will see you software vendor to be weakened and slowly phasing out alternative product B

Unique Customization.

? Pros. You will have so-called source code, if you negotiate it right with the custom developer or custom development company ? then you can transfer version upgrade or product modification to the market leader (who will be giving you better price and quality assurance in the future). Other pluses might be cost saving, due to the fact that you are paying for required functionality only, not for something you will never use.

? Contras. Cost might be crossing the budgeted line, because you might not be able to select reliable software developer (all of them might be in the learning curve, because MS CRM is relatively young product) ? this is very strong argument, when you have just purchased the CRM and yet not know the players on the customization market.

Production Environment Challenges. When you are already in production ? be sure that MS CRM needs testing, if you introduce custom logic. You should try to isolate custom logic, and test it in the isolated space ? again MS CRM doesn?t have parallel test company environment ? opposite to what you have in ERP system, such as Great Plains/Dynamics GP.

About the Author: Andrew Karasev is Chief Technology Officer at Alba Spectrum Technologies ( ) - Microsoft Business Solutions Great Plains, Navision, Axapta, MS CRM, Oracle Financials and IBM Lotus Domino Partner

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