Microsoft CRM Implementation
Planning is the key to success when it comes
to implementing Microsoft CRM or any advanced CRM system for that
The reason it is important to plan is that
the better CRM systems are somewhat analogous to an open book with no
printing on the pages… you can customize them to tell most any story you
Beachwood Systems Consulting has developed template
planning documents for the CRM systems that it offers.
Going through the process of completing the
template allows all stake holders; Sales, Marketing, Customer Service,
Operations, and Management; to gain agreement on what the system will do
before it is implemented.
It is difficult to improve cooperation and
processes within your organization when people don't use the same
nomenclature. Customer relationship management expects that your
organization has a common nomenclature. Failure to achieve a shared
nomenclature can result in confusion about the type of data that the
entity is intended to capture.
Client terminology is clearly defined and
documented in the Beachwood Systems design document.
Microsoft CRM has built-in customization
tools that can be used to adapt the application to meet your unique
Existing field names can be changed to fit
For example, if your organization refers to
Account Number as “Business ID”, it can be changed.
If you deal with a unique set of industries,
simply change the selection list to suit your needs.
What if you need to change one of the
foundational elements of the system, like Accounts?
For instance, what if your organization
refers to Accounts as “Clients?”
The change can be rolled throughout the
system, including icons, tool bars, labels, views, reports, messages,
and even on-line help if you so choose.
New fields can be added easily.
Entirely new entities can be created as
For example, if your organization tracks an
equipment profile for accounts, a new entity can be created and linked
throughout the system.