June 29, 2012
CSX Transportation began its railroad transportation business in 1827, and now, it's 2012 and the company employs more thatn 32,000 people and manages 21,000 miles of railway in 23 states.
CSX has a vision of being "the safest, most progressive North American railroad, relentless in its pursuit of customer and employee excellence," and thanks to Microsoft CRM, they are well on their way to achieving customer excellence.
“Our customer information was spread across so many systems that we lacked a complete view into our customer relationships. We were unable to see, for example, the many customer touch points that may have existed across our different business groups. We needed a way to bring all our information together and enable people to collaborate on our accounts in a more strategic and efficient manner so that we could continue to grow our business and provide the level of responsiveness that customers expect from us.” says Vicki Burton, Director of CRM for CSX.
Microsoft CRM allows sales reps to better manage their customer portfolios and marketing groups to focus on specific markets based on a central source of information.
CSX has been able to identify new business opportunites, enable collaboration, drive productivity and improve customer relationships with Microsoft Dynamics CRM.
June 28, 2012
Here are the pieces you need to build in order to replicate this functionality.
1.) Create a new lookup entity. We called it “Processors”. There are two main sections in this lookup entity. The first part we called “Field Lengths.” The following section called “Default Values” (See screenshots below) shows samples of the default values that to be set on the form.
Sample default values are listed below. Each processor lookup option could have had different default values. When creating these attributes we also made the attribute name the same but added “_def” to the attribute.
Click on Create Host Parameter
Select a Processor and see default fields get populated automatically based on the lookup entity.
Field lengths are now restricted based on the lookup entity.
If this is something your organization could leverage, feel free to reach out to Customer Effective at email@example.com
You may or may not be aware that the long awaited CRM 2011 "R8/UR9/Q2-2012" upgrade is just around the corner – Much of the work that went into updating CRM in this release was to enable cross-browser support. (yay!)
For a while we’ve known that existing 4.0-style code (crmForm.*) would need to be upgraded to the CRM 2011 style (XRM.*) code. But until recently, the common assumption was that all 4.0-style code would continue to work in IE after the upgrade – but that’s not entirely accurate. – Some 4.0 style code will need to be updated in order to make it compatible with this upgrade - even in IE.
The Custom Code Validation Tool
The CRM Engineering / Support team recently released a tool to evaluate the code in a CRM environment for compatibility post R8. http://blogs.msdn.com/b/crm/archive/2012/06/21/microsoft-dynamics-crm-2011-custom-code-validation-tool-released.aspx
Follow the directions in the post to load the solution into your environment. Once you’ve loaded it into your CRM environment and you can access it directly via a URL like this – https://MyOrg.crm.dynamics.com//WebResources/msxb_/CustomCodeValidationTool.html
The navigation/interface is horrible, but the information it produces is really good.
In environments I’ve reviewed, I’ve seen a limited number of IE-breaking changes – But I see quite a few changes that will need to be updated in order to get CRM working in Chrome, and on iPads etc.
For more information on upgrading scripts to support R9 – please see this post - http://blog.customereffective.com/blog/2012/05/cross-browser-compatibility-in-crm-2011-r8-q2-2012.html
Let us know if you’ve found this information helpful – your comments are appreciated.
June 27, 2012
Delivering an effective welcome message is the next critical step. A simple 'Thank You for Subscribing to Our Occasional/Monthly/Weekly Newsletter' message, along with a few one-or-two-sentence highlights from recent enewsletters, press releases, or case studies with links back to your website will do it.
This is an opportunity to feature new services and products, and invite the prospect to tell you more about what they are most interested in. Since the prospect has already taken the first step in engaging with your brand, there may not be a better time to ask for some information about content preferences and interests. A link to a short profile survey with questions that can be used for future segmentation or a straightforward 'contact me' page will help capture that information.
June 26, 2012
Customer Effective is proud to announce the release of our latest Customer Success Story U.S. Xpress Enterprises.
U.S. Xpress Enterprises is a leading trucking company in the United States and has been able to recover as much as $350,000 in lost-opportinuty costs and reduce IT costs thanks to Microsoft Dynamics CRM all while improving sales productivity, enhancing business insight and augmenting customer service.
"Now, with one source for comapny information, our management and support teams can operate as one, improving our execution and responsiveness to our customer needs and improving those relationships overall." - Todd Davis, Senior Director of Pricing and Marketing Services, U.S. Xpress, Inc.
You can read the entire success story by clicking on the link below:
June 25, 2012
Email marketing is a mature technology, with a fairly well-defined set of best practices, a number of competitive tool suites, and many experienced professionals writing blogs, articles, and books within the discipline. But just because the technology is mature doesn't mean it's as straightforward as it could be for marketers looking to maximize digital ROI. The legal/regulatory environment, more-restrictive ISP delivery rules, and evolving customer behaviors and contact preferences make formulating and executing an effective strategy seem like a daunting task.
In this series, we’ll cover email marketing strategy across several dimensions, including Acquisition, Welcome Email, Performance Indicators, Engagement Programs, Program Logic, Cross-Sell and Up-Sell, Re-Engagement, and Email Marketing Platforms.
June 19, 2012
For the experienced developers, you might be quick to bind to HTML objects to handle events. Stop! Read my blog! And roll!
June 11, 2012
With CRM 4.0, you could set your page to “/_root/blank.aspx”. This page however, is no longer an option inside CRM 2011.
With CRM 2011, I like to use the loading screen “/_static/loading.htm”. Although this page contains an animated .gif and slightly more HTML than a blank page, the reason I prefer this page is because it is already cached by the browser and provides the user with a nice loading graphic.
June 08, 2012
What if your CRM account was suddenly locked out without a way to re-set it?
- What if someone sold your customer list to a competitor– or to a spammer? How would that affect your relationship with those customers?
- What if someone started changing prices on quotes orders or invoices? What if it looked like you were the person making these malicious changes?
Almost weekly we hear stories of data security breaches and the growing number of parties (amateur, criminal, and state-sponsored) interested in accessing as much information as possible. It is critical to take a few steps to ensure your own (and your users’) security within all your online accounts, especially Microsoft Dynamics CRM.
Microsoft Dynamics CRM 2011 is built on a strong and secure platform and there are extensive safeguards in place to ensure your data security. However, the best security is only as good as its weakest link – and not surprisingly, as users, we are the weakest link.
There are, fortunately, some relatively simple behaviors every CRM user should follow to ensure they aren’t the weakest link.
CRM Online Account Recovery Protection
June 05, 2012
Saia, Inc. announced today that they have chosen Microsoft Dynamics CRM 2011 to enhance the company's sales and marketing efforts. Saia, is a less-than-truckload provider of regional, interregional and guaranteed services covering 34 states and is one of the first LTL carriers to utilize this software.
Microsoft Dynamics CRM was chosen as a result of its robust capabilities and ease of integration and interface with other Microsoft products.
“Through the CRM software, we will be able to maintain a 360 degree view of every customer interaction we have,” stated Saia Vice President of Marketing and Customer Service Sally Buchholz. “We can easily and effectively manage all facets of every shipper account.”
You can read the entire Press Release here: http://www.customereffective.com/news-and-events/news/saia-chooses-microsoft-dynamics-crm-software
June 04, 2012
In 4.0, if you wanted to delete a large number of records (in a supported manner), you could either select them in the view of 250 at a time and delete them page by page, or use a custom application or utility to leverage the bulk delete features that were built into CRM, but not visible through the user interface. CRM 2011 changed that for the better.
This morning I was importing a set of updates to CRM online – unfortunately I forgot to turn off a workflow rule that creates an attachment for every update. As a result, I had fifteen thousand unwanted/unnecessary notes. Rather than wasting the day deleting them 250 at a time, I used CRM 2011’s easy (and very fast) bulk delete feature. As a result the deletion job which I guessed would take all morning if I had tried to complete it manually, took only about 3 minutes using a bulk delete job. Nice, eh?
How to launch a Bulk Delete Job
The machinations of CRM Security is a huge topic – and there are a lot of moving parts needed in order to grant permission for a user to see/edit/delete a record in CRM.
One way in which those permissions are granted is through either Direct or Inherited shares. Direct Shares are when a user clicks on the ‘share’ button in the ribbon of a record and ‘shares’ it with another user or team. Inherited Shares are the result of a number of different configuration rules – such as the shares that cascade to an object based on the ownership of its parent record. (These can be very tricky to unwind – they are there to help smooth out the usability of CRM, but can sometimes lead to surprising results.)
Nerd Alert: This rest of this post is a deep-dive look under the covers at an internal CRM table/process that ‘normal’ people never need to worry about, but if you're interested in how CRM security works at a technical level knowledge of the POA table is a key part of that understanding.
Unmasking the PrincipalObjectAccess Table
June 01, 2012
CRM to Outlook Contact Synching is one of the most used features of the application, but there are some surprises when you get into the details of the contact synchronization process.