Skip to main content

CRM Alone Won't Solve Your Problems

Customer relationship management (CRM) software is being adopted by a growing number of customers around the world.  The traditional applications for CRM are for sales force automation and customer service, but in a broader sense it is used to track other kinds of relations and other kinds of cases. 

We are seeing government agencies, higher education and non-profit organizations adopt CRM to track interactions with stakeholders and constituents as well as traditional customers.

Increased use of CRM is a good thing, and certainly welcome to companies like our who assist clients with implementing CRM -- but there is no magic in the software.  In nearly every case, the CRM initiative won't work without behavioral changes.

Here are some of the behaviors that our clients are trying to change:

1. A broader view of relationships.  A university, for instance, wants to show many types of interactions, such as prospects, applicant, students, alumni, and parents, and the ways that each department interacts with them.  Sometimes this is called a 360 degree view. 

2. Longer term perspective.  A CRM system can help you understand how relationships change over time.  You can even show what happens when one of your customers moves to another company or another town.

3. Greater accountability.  As any hotelier or airline knows, everyone who interacts with a customer shapes their experience and perception of a company.  Small things matter, and CRM can help you track these interactions.

4. Continuity.  Capturing information in a CRM system allows you to enlist more people to help with a case without asking the client to keep explaining what they need.

Successful CRM requires more than a commitment to use the software. Without a commitment to changes in behavior, the overall initiative is unlikely to achieve the goal of making customers, constituents, and others more satisfied with their experience. 


Popular posts from this blog

PowerApps Portal: The Successor to Microsoft Dynamics Portal

In case you have been reviewing Microsoft's new pricing for its Dynamics products which was released this month and have been unable to find Dynamics Portal, it has been rebranded as PowerApps Portal and shifted to the PowerApps side of the Microsoft product family.


Rebranding the portal product underscores the importance of app scenarios involving external users such as customers and suppliers.  It also provides a simpler interface than Dynamics 365 for occasional users.

The new portal pricing is based on the number of unique users who log into the portal each month (for authenticated users) and on the number of page views for anonymous users.  "A login provides an external authenticated user access to a single portal for up to 24 hours. Multiple logins during the 24-hour period count as 1 billable login. Internal users can be licensed either by the PowerApps per app or per users plans, or a qualifying Dynamics 365 subscription."

Pricing starts at $200/mo. for 100 dail…

ScreenMeet Remote Support Tool for Dynamics 365 Customer Service

I met Lou Guercia when he was president and CEO of Scribe Software, the leading CRM integration tool.  Scribe was acquired by TIBCO Software in 2018.  I recently reconnected with Lou and learned about ScreenMeet, the company he joined as chief operating officer.   The following is a description of the product provided by ScreenMeet:

ScreenMeet is a cloud-based remote support tool designed to integrate with Dynamics 365 Customer Service. By enabling customer service and IT support organizations to address critical technical issues directly from their CRM or ticketing platform, it streamlines the process and provides a fully browser-based support experience.

You can also use ScreenMeet with other CRM products or even on its own without a CRM.

Here is a short video demo of ScreenMeet with Dynamics integration:


ScreenMeet - Cloud-based Remote Support Integrated with Dynamics 365 Customer Support Once integrated with a Dynamics 365 CS organization, the ScreenMeet widget appears on Case pa…

Microsoft PowerApps and Microsoft Flow Licensing for Beginners

NOTE: Since this post was written, Microsoft has updated pricing.  For current pricing, see https://powerapps.microsoft.com/en-us/pricing

Next month marks two years since Microsoft announced the preview of its Flow workflow automation product.  Since then, PowerApps and Microsoft Flow have been gaining in popularity.

We at InfoStrat are receiving more questions from customers on how PowerApps and Flow are licensed by Microsoft.  This is a brief overview with links to authoritative Microsoft resources with all the details.

What are PowerApps and Flow? Microsoft PowerApps is a framework derived from Dynamics 365 (formerly Dynamics CRM) that allow you to build apps either with or without a form interface.  PowerApps works with Microsoft Flow.

Microsoft Flow is is a cloud software tool to build automated workflows that connect to many Microsoft and non-Microsoft systems and services.  For instance, you could write a workflow which would create a record in Dynamics 365 whenever a new file …