12 Ways to Improve the CRM User Experience

1. Clean-Up System ViewsGet rid of any default CRM system views for each entity that aren’t needed, or control their visibility based on job roles.

2. Remove Unused FieldsDeclutter CRM forms by removing unused fields. For example, if you don’t use CRM campaigns you won’t need the ‘Last Campaign Date’ field on the contact form.

3. Bespoke Icons for Custom EntitiesHelp users distinguish one process from another by applying unique icons that reflect each CRM custom entity.

4. Cleanse CRM DashboardsReview system dashboards for each entity to hide any displays that aren’t used that will elevate user’s own dashboards in the list view.

How effectively each Microsoft Dynamics user performs will largely depend on how much effort is needed on their part. While every user will interact with CRM in different ways here are some practical steps to enhance the user experience:

5. Optimise the Mobile ExperienceEnable CRM mobile access for users that need to do business on the go and configure forms with mobile optimised controls.

6. Make Some Fields Non-SearchableNot every CRM field will be used in a search. Simplify the process when running an advanced find by reducing the number of searchable fields per entity.

7. Configure Automated FeaturesUtilise native CRM functions like roll-up fields, calculated fields and business rules to simplify workflows.

8. Created On / Last ModifiedSet views for each entity that are sorted by created / modified dates, and show this detail on each record form with the associated CRM user who made these actions.

9. Create Multiple Record FormsUsers from different teams might be interested in varying detail when they look at CRM accounts, contacts and other records. Create different forms that promote the data relevant to each group.

10. Customise Record HeadersCustomize record form headers by promoting the most important detail.

11. Personalise Your CRM ThemeUpload your logo and change CRM colours to create a more personalized interface that reflects your branding.

12. User Driven CRM ChangeEffective CRM projects are led by user change. Encourage user requests and involve a broad base of people to debate future CRM customisation and prioritise change requests.

Extend & Integrate Microsoft Dynamics CRM

Step up your Microsoft Dynamics results by deploying a selection of these features, integrations and connected services in the next phase of your CRM implementation:

Case Management

Enhance service delivery with guided processes via the Dynamics interface or the Interactive Service Hub.

Web Portal Integration

Connect self-service portals with CRM enabling clients to engage with you at their convenience.

Field Service Module

Manage mobile teams and help field based personnel fulfil their work orders.

Project Service Module

Extend CRM to manage the planning, delivery and billing of customer projects.

Website Integration

Import leads from your website and trigger automated CRM actions to maximise conversions.

ERP / Accounting Integration

Develop seamless ordering processes, check stock levels and synchronise product pricing.

eCommerce IntegrationIntegrate Magento and other eCommerce platforms to feed transactional data into Dynamics CRM.

Microsoft Social Engagement

Monitor social conversations in your market and build positive sentiment towards your business.

Marketing Automation Integration

Connect CRM with specialist marketing automation solutions including dotmailer and Click Dimensions.

Power BI

Gain ever more insight from your CRM data by connecting Microsoft Dynamics with Power BI.

Document Management & Discovery

Connect CRM with Sharepoint and OneDrive to access shared customer folders and files.

Integrated Surveys

Publish surveys to collect customer feedback and opinions, and then evaluate these responses in CRM.

Start with the BenefitsDemonstrate how CRM will directly benefit individuals, and how it will help them in their day to day work.

Recruit CRM ChampionsReach out to influential individuals who will evangelise about CRM. They will help secure user buy in and provide rock solid support when challenges arise.

Develop a Training PlanDevise a plan that enables new users to quickly get started with confidence and then develop their skills beyond the initial CRM implementation.

Personalise CRMAdapt CRM forms and processes to ensure these are relevant for each role by showing or hiding processes and fields as required.

Keep it Simple!Keep the CRM interface uncluttered by switching off functions that aren’t used, and those which aren’t relevant to teams and specific job roles.

Develop your CRM skills and leverage more value from Microsoft Dynamics with training carried out on-site at your premises, off-site, or delivered remotely. Our bespoke courses include:

How to Succeed with Microsoft Dynamics CRMA Quick Reference Guide

CRM User Training: A Quick Course Guide6 Steps to Build a CRM Culture

Core User TuitionIntroductory training to get new CRM users quickly up to speed. This course focuses on navigating the CRM interface and working with the main processes and record types in Microsoft Dynamics.

Service & Support User TuitionCovering the main processes and tactics for using Dynamics CRM to improve service delivery. This focuses on case management and can include service level agreements and support entitlement records.

Click Dimensions TrainingTuition on the Click Dimensions marketing solution covering email templates, sending emails, working with automated nurture campaigns, publishing surveys and managing email subscriptions.

Board Level FocusExecutives are role models and their CRM behaviour is followed by users. Leaders should focus CRM strategies on their business goals, promote Microsoft Dynamics usage and its data, and seek to unify their organisation within a single CRM vision.

Create a CRM Steering GroupThis group will consist of CRM advocates from across the business. The committee is responsible for making sure that CRM receives adequate resourcing and ensuring that Dynamics is aligned with the organisation’s CRM goals and business strategy.

Monitor UsageUser adoption is the most important factor for realising value from Microsoft Dynamics. Your CRM system measures usage and these metrics can be compared to your success criteria to identify any individuals or teams that need increased support.

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Sales User TrainingSpecially designed for sales teams, our tuition includes using Microsoft Dynamics CRM to efficiently manage the journey from lead to opportunity and sales order within the context of your own sales processes.

Marketing User TuitionOur marketing courses feature the profiling of leads and contacts, how to use this data to build targeted marketing lists and then capture responses from your campaigns in Microsoft Dynamics.

System Administrator TrainingEmpowering administrators to manage, customise and extend their CRM system. These bespoke courses cover user security profiles, managing data, customising CRM processes, database settings and email management.

CRM User ForumsEncourage user participation by scheduling CRM forums every month or two that are attended by nominated users from each team. This will be an opportunity to review progress, share experiences, discuss user requests and prioritise CRM changes.

Focus on CRM DataMicrosoft Dynamics data should drive decision making throughout your organisation thereby creating trust in CRM and driving user adoption. All users are responsible for data quality but ensure that nominated individuals are tasked with maintaining and enriching your data quality.

Upgrade ReadinessKeep up to date about the latest Microsoft Dynamics CRM releases and engage with Preact to understand how your organisation can effectively leverage new features and capabilities to secure quick wins.

CRM requires users to think differently and embrace the system if it is to realize its potential. Here are 6 steps designed to help you maintain momentum, or to kick-start an existing implementation: