CRM 4.0 Videos

Happy Thanksgiving to all.

Here are some great preview videos of dicsussions and demos of the power of the upcoming version of CRM.

In this first segment, Phil Richardson (Senior Program Manager Lead) gives us a fast tour of the Web and Outlook UI.

In this second segment, Phil Richardson talks out with Rory Blyth. He dives a lot deeper into the metadata and customization of forms.

This third video covers the new look and feel of Windows Workflow Foundation in MS CRM - It is covered by Ben Riga and Praveen Upadhyay (Program Manager for Dynamics CRM Workflow). Praveen breaks the CRM workflow investments into 3 basic areas: Making Workflow substantially easier for the end-user, Providing a rich framework for business logic construction and leveraging the power of Windows Workflow Foundation

Q&A: Jeff Raikes, President of Microsoft’s Business Division

Q&A: Jeff Raikes, president of Microsoft’s Business Division, outlines how the company’s new services offerings and investments help overcome the challenges of information overload, as well as connecting and collaborating across today’s traditional online boundaries.Press Pass: Microsoft announced plans 14 months ago to offer an on-demand version of Dynamics CRM. How are things going today?Raikes: Our CRM business is doing very well. In fact, during the fourth quarter of fiscal year 2007, we sold more than 85,000 seats of Microsoft Dynamics CRM. Today, more than 11,000 customers -- including 475,000 users -- enjoy the benefits of Microsoft Dynamics CRM with either on-premise or partner-hosted deployments. These customers range from the Phoenix Suns basketball team to Cypress Care, a healthcare company that, incidentally, switched from Salesforce.com.

Next, we’ll offer a new CRM software-as-a-service offering, Microsoft Dynamics CRM Live, powered by the upcoming new release of Microsoft Dynamics CRM. The new release – code-named “Titan” – offers a single, multi-tenant code base for on-premise and on-demand deployments. Customers will be able to tailor and adapt their deployment to their needs at any point in time. We think this level of choice – along with the very competitive pricing announced in July – will give us a big advantage in the marketplace over our competitors. Microsoft Dynamics CRM Live is already in the hands of more than 100 customer and partner organizations as part of the early access program that I mentioned earlier. This program launched earlier this month. Many more will be added between now and the end of the year. The on-demand service will initially be offered in North America. We will announce plans for international expansion of the service will at a later date.

Read the full Q&A

ISVs release CRM versions for TITAN 4.0 - Early!

Back in the 1.2-3.0 days it seemed like some of the major ISVs got caught a bit flat footed and did not have their upgrades and newer versions ready for the 3.0 launch back 2 years ago. It sounds crazy but it was true. MSFT had delayed the release of 2.0 then canceled it and then delayed other releases etc. It was about a year of changes and delays.

Then all of a sudden they popped up and released 3.0 EARLIER then most expected. Not sure what to make of it.

So far I have seen announcements that two major ISV partners C360 and SCRIBE have already released their new TITAN products or are about to. This is great news. This shows MSFT and the partner channel are really starting to hit on all cylinders as the CRM delivery team they are designed to be.

Congrats to SCRIBE and C360 and other vendors that are on the ball. For more info go to the below links:
http://www.scribesoftware.com/
http://www.c360.com

Regards, Jon Petrucelli - www.productivegap.com

Top 5 Ways the Microsoft Dynamics CRM 4 Implementation Guide Improved

From the CRM team Blog:

For about the past 18 months I have been planning, researching, communicating, and writing in an effort to improve the implementation documentation for our next major release of Microsoft Dynamics CRM. During this exercise, it has led me to many changes in the documentation, which I think are the right decisions. I hope you do to.

To give an idea of the channels I have used to make decisions on how develop the IG, here a list of resources to name just a few that I have researched and or communicated with:

· Microsoft Dynamics CRM Support Team
· MVPs
· Knowledge Base and Support customer incident databases
· Newsgroups
· Documentation Feedback from CTP programs
· Our own MSCRM product team
· Convergence Conference Meetings
· VAR Partners
· Dynamics Sure Step virtual team
· Blogosphere (I’ve requested feedback about how to improve the IG on 2 separate occasions)

And the top 5 reasons why the Microsoft Dynamics CRM 4.0 Implementation Guide (IG) is improved are...

1. No longer a single monolithic document. The IG has been separated into three documents. Each doc represent three primary phases of implementation:
· Planning- contains conceptual information about how Microsoft Dynamics CRM is designed as well as system requirements and supported topologies.
· Installing - contains procedural information about how to install Microsoft Dynamics CRM 4.0.
· Operating and Maintaining - contains information about operational tasks, monitoring, troubleshooting, and known issues.

2. Word doc format. The English version will be in Word 2003 and Word 2007 formats. I know many of you print your IG, so I want to make it as easy and formattable as possible. Word rather then a bit-map format, such as PDF, gives you more control over the printed results that you want. (e.g. increasing margins for space to make notes, etc.).

3. Superfluous content removed. Several topics that contained non-CRM specific content have been removed and replaced with specific CRM content. For example, basic information about how to install and configure other technologies such as Windows Server, SQL Server, Exchange Server etc. have been removed. So, you will no longer see steps to install another product as in past version of the IG such as, 2. Insert the Microsoft Exchange Server 2003 CD or click on the setup.exe file in the root of the Exchange Server 2003 CD (a direct excerpt from the previous IG). For those unfamiliar with the task of inserting a CD into a PC, links to this type of documentation in the IG will be provided.

4. Feedback channel is incorporated. At the end of every chapter, there is an e-mail link that populates an e-mail message with information about the IG. The reader only need type their comment in the e-mail message and click send. Don’t touch the subject line or e-mail address and I’ll have everything I need to receive and review your comments. The subject contains information about what document and chapter the comment pertains to and the language the document is in (it can be one of nearly a dozen languages). This helps me locate where in the doc the comment is stemming from. Tell me the good, the bad, and the ugly as it pertains to the content. I want to know.

5. Regular update improvements. After the initial release, the IG will be revised every three months. A revision sheet will be included that summarizes each revision and where the revision occurs in the document.

Thanks for reading.
Matt Peart
LINK to this post: http://blogs.gotdotnet.com/crm/archive/2007/10/25/top-5-ways-the-microsoft-dynamics-crm-4-implementation-guide-improved.aspx


Published Thursday, October 25, 2007 11:04 AM by crmblog
Filed under: Documentation, Titan

CRM 4.0 TOP 20 features from Partner Readiness Event

This past week our team attended the CRM 4.0 partner readiness event in Dallas. It was a great deal of information in a short period of time. Also one of the Microsoft Executives gave a great presentation to kick off the day. All in all it was a great primer for CRM 4.0 for some of the folks on our team that have been heads down and not gotten too much time on CRM 4.0 yet. We have been very busy with some large projects.

The new code is supposed to be locked down and ready to send to the disk manufacturers next week! (Estimated Time Nov 1.) This means that the new product could be available for purchase and install some time in Late November or early December. That is coming up fast.

At the high application level not too much has changed on the front end. Nothing like the move from 1.2 to 3.0. There are a ton of new and needed features that are great, but nothing like the last version upgrade. It seems to me that most of the budget and hard work was done on the back-end of the application. I believe a lot of hard work under the hood was done to enable a robust multi-tenant and multi-national data model and architecture. It will be hard for most clients to really appreciate this. Nevertheless it is there and works really well. I have implemented the milti-tenant instances on one server and it only took minutes. Pretty amazing!

Here is a quick rundown of the Top 20 features the product team illustrated in the readiness event:

1. User Productivity Improvements to Interfaces
2. End User Report Wizard - For going beyond Views and Excel Spreadsheets
3. Workflow improvements - Windows Workflow Foundation
4. Real-time Visibility & Collaboration
5. Resource Center - For building internal community and external access to community
6. Better email interaction tracking and management (no more GUID option)
7. Intelligent Data Import and Migration
8. Data Integrity, Hygiene, and Duplicate Detection management features
9. Multi-National - Currency, Language
10. Business Process Management
11. Many-To-Many Relationships - System, Self, Core Entities
12. SDK improvements and Offline SDK
13. Leverage Technology Platforms - supports POP3 and Exchange 2007
14. Expanded Deployment Choices - CRM LIVE added into mix
15. Multi-Tenancy Options
16. Run CRM without VPN - Basically works in RPC over HTTP but called "Internet Facing Deployment"
17. Security and Outlook syncing improvements in speed.
18. Better Admin and Settings Management - Admin in Outlook folders too.
19. Performance, Scalability, & Availability Improvements
20. Clean Upgrade from CRM 3.0

That is a pretty solid list of improvements and Enhancements. Looking forward to the launch!

Regards, Jon Petrucelli - http://www.productivegap.com/

CRM Performance Scalability White Paper Information and Link

This is a great validation of the architecture of MS CRM. From the MSFT website:

Microsoft Dynamics™ CRM application software is designed to meet the performance and scalability requirements of large, global enterprises.

Benchmark results demonstrate that a single Microsoft Dynamics CRM 3.0 instance can achieve sub-second response times with 6,000 concurrent users executing a heavy workload against a large, complex database.

Large enterprises often deploy multiple parallel CRM instances in order to meet the diverse needs of different business units or geographies. Distributed across multiple instances, a Microsoft Dynamics CRM deployment can scale to meet the needs of the largest enterprises.

This white paper details the benchmark results of tests conducted on Microsoft Dynamics CRM 3.0.The technical white paper includes:

- A summary of the benefits Microsoft Dynamics CRM can provide to enterprise-class organizations.
- A description of the methods and CRM implementation used to obtain the 6,000 user benchmark.
- Details of the hardware configuration and optimization settings used in this test.
- A summary of key test parameters and results achieved in this test.

Download

Happy Reading, Jon Petrucelli - www.productivegap.com

Dynamics CRM 4.0 Versions, Deployment Options and Payment Models

The following Versions, Deployment/Delivery Model Options and Payment Plan Options will be available to get at Microsoft Dynamics CRM 4.0 (aka TITAN) (aka "The Next Big Thing"):

VERSIONS:
Microsoft Dynamics CRM 4.0 Workgroup Edition - This version is limited to 5 or fewer users. It can be installed on Microsoft Windows Small Business Server 2003 R2 Enterprise Edition, any of the supported Windows Server 2003 editions, or Microsoft Windows Server 2008. This version is limited to a single organization and a single computer that is running Microsoft Dynamics CRM 4.0 Server.

Microsoft Dynamics CRM 4.0 Professional Edition - This version has no user limit and is limited to a single organization. Microsoft Dynamics CRM 4.0 Professional Edition Server can, however, be installed to more than one computer.

Microsoft Dynamics CRM 4.0 Enterprise Edition - This version has no user limit. Additional features include support for multiple organizations, multiple server instances, and role-based service installation. Role-based services let you increase performance by installing component services on different computers.

DEPLOYMENT/DELIVERY MODELS AND OPTIONS:
On-Premise - This is where the client buys the software and deploys internally on their own domain or premise. The traditional enterprise applications delivery model. Very good for Complex server side integration requirements or compliance driven organizations that need to tightly control their data at all times.

Partner Hosted - This delivery options gets you the same robust code set, APIs and applications but a partner typically hosts the system outside the clients domain and firewall. Very good option for someone that does not need or want the application internally which would require support costs.

Microsoft Hosted/SAAS/Software-As-A-Service/ASP/Application Service Provider/On-Demand/In the Cloud - Geez how many ways can you say this?? - This model has been around a long time but changed names to re invent itself. As the Internet and Internet security has gained acceptance over the last 10 years, it has become a rage for smaller businesses that do not have or want IT costs and can be more flexible with the platforms as Costs management is critical. This solution will be hosted in the Microsoft LIVE data centers and promises to really shake up the Hosted CRM on-demand world a bit. There are some limitations currently on what can be put on the server side at this time. We expect those to fall away in the distant future. One can never be too cautious with all the "Nefarious" code out there looking to take down the big M in the cloud. CRM LIVE cometh! Seriously, we are in the beta program for this and I work on the CRM Live Beta/early access system daily and it is great. So we expect and embrace this as a great delivery model for MS Dynamics CRM! Cant wait.

One of the greatest things about these delivery models in 3.0 and 4.0 especially is the code is portable and transferable easily from each mode to the next!

PAYMENT OPTIONS:
Microsoft Dynamics CRM can be purchased six different ways from Sunday. You really have a lot of options.

1. Full payment up front for all users and server cal and maintenance. This can be a bit pricey but for the amount of software power, training, API, maintenance etc you get it is really pretty reasonable in the grand scheme of things.

2. OPEN - Buy the Software under the Open Business Licensing plan and you get to divide the costs into three payments over three years. Covers Software users, servers, maintenance and enhancements. This is really a great deal cause there is no interest.

3. MS Financing - Competitive rates and you can bundle software, services, hardware, maintenance and anything else you want into the purchase!!! All for one monthly payment over 36-60 months I believe. What a great deal. Some Interest applies here but it is part of doing business this way.

4. Partner Hosted - Pay Monthly service provider amounts from your partner. Varies based on SLA and partner. Generally $50-$125 from what I have heard.

5. CRM LIVE (March 08) - Pay monthly - About $40 - $65/user/month depending on version. Very competitive! - Deploy in minutes too. Pay on a Credit Card.

Either way you slice it or pay for it MS CRM is a great value.

For an exercise you can run the costs in a spreadsheet to amortize them accross three years. Take all the costs for the Software (users, server, maintenance) and spread it across 36 payments/3 years it comes to an average of $35/user/month! Wow that is cheap especially for all the value you get. Some say Dynamics CRM is now the fastest growing business application ever. 475,000 Users across 11,0000 companies. Almost all in 2-3 years. 100%+ growth a year!

Microsoft is all about giving you choice!

Regards, Jon Petrucelli - http://www.productivegap.com/

CRM for Dummies Book

Some people get offended when we recommend them reading a dummies book to learn more about CRM. To a new user MS CRM is a very big and complex application with lots of wrinkles and nuances. It takes time. The dummies book and the series in general is very good for communicating basic info and baseline training on complex topics. That is why it is a institution in book stores.

I would recommend that new users start with the MS CRM for Dummies book that is readily avail at Barnes and Nobles or Amazon. I would point them towards this and have a few copies in the offices avail for people. There is a great amount of info in this book that is all applicable to your needs. Here is a link to order:

http://www.amazon.com/Microsoft-CRM-Dummies-Computer-Tech/dp/0471799459/ref=sr_1_1/105-8927735-8858004?ie=UTF8&s=books&qid=1193157344&sr=8-1

The used ones are in good shape and going for $10.00 apiece.

Most of the basic questions that come up would be answered in this book.. Also with some background already on the application you will be able to read this in 3-4 hours. It is pretty fast and loaded with info.

I know this sounds stupid to read a dummies book but it is very good for a new user to get up to speed and answer the basic questions in all new users minds: "what does CRM stand for".

Regards, Jon Petrucelli - http://www.produtivegap.com/

We are Hiring and Growing

Check out our openings for detailed job descriptions - http://www.productivegap.com/careers/default.aspx

Current openings we have:

• Junior/Entry Level Consultant position open right now!
• CRM Consultants level I and II
• Microsoft ASP.NET Developer and Consultant
• Project Manager **NEW** - Job will be on the website soon.

No direct CRM Experience necessary. We will train. We have a boot camp starting in mid Nov for new hires.

Feel free to forward this to anyone interested.

Regards, Jon Petrucelli - www.productivegap.com

Key to CRM Implementation Success - Internal CRM SME

One of the first CRM 3.0 Implementations we did years ago for a large Bank here in Texas, the CIO was very adamant that we would not do all the work. He wanted me to understand that they had very strong IT staff and could do much of the work. He came right out and said "if you say you will do it all then we will find someone else."

He was correct also, their IT team and PM team were tops and smootly handled much of the implementation with some higher level help, advice and guidance from us.

This comes up time to time. Many larger orgs do have very strong and capable IT so we have learned and embraced this.

One of the key items we have seen that insures the success of a large scale, upper mid market or enterprise implementation is the appointment and investment if an internal subject-matter-expert (SME).

All implementations need to have this SME on the client side but we have found it integral to the success of larger (100+ user) deals. Smaller orgs and implementations usually do not have the budget for one dedicated CRM person SME on their team. So they work with us and we usually get a savvy manager to pick up some work.

We have done a number of implementations for larger $1Billion+ or Multi Billion dollar annual revenue clients and we have definitely found this factor very important.

We actually encourage and ask the client to appoint or hire a dedicated person for the implementation project and also for the follow up. The client will be very unhappy calling us to add fields or build a simple advanced find view. So we include this person on our implementation team and they work with us as a partner through the implementation.

There are a lot of reasons why this is important to us and also we feel it is the right thing to do for a larger deal.

First and Foremost the long term client satisfaction and sustainability and enhancement of the CRM system. With the internal SME constantly leveraging the system the business owner will feel they are getting value out of it. For some reason they feel better about hiring a person in house and managing them then paying consultants. That seems to be a norm.

Second, We have a knowledgeable buffer between our team and the end users and management. The SME serves as a liaison and internal champion. helping us to navigate the complex waters inherent to larger implementations. They can help clarify requirements and scope and get greater details etc.

Third, We like to and are designed to do Implementations and complex integrations and advanced customizations. Everyone on our team can do the basic application level customizations like adding fields and entities and relationships. Our team is not extremely excited about the basic customisations work. We really get excited and passionate about integrating 7 different systems into CRM so the client and end users have one interface to see everything [Not and exaggeration - We did this at a Fortune 100 client]. We really get pumped up to do the high level work and push the boundaries and show the client what can be done. So this SME takes a lot of the load off of our team for the small and normal application level customizations and configurations.

There are many more reasons that this is a valuable strategy and component but that should get you started thinking about it.

Regards, Jon Petrucelli - http://www.produtivegap.com/

Were Hiring for CRM 4.0 consultants. Please check out our careers page!