explore engage elevate Meeting will begin shortly Welcome
explore engage elevate Meeting will begin shortly
Welcome! explore Microsoft Dynamics CRM User Group (CRMUG®) Fox Valley engage elevate Chapter Meeting Tweet today’s meeting: #CRMUGchapter [STATE ABBREVIATION] (ex: #CRMUGMI)
Agenda 8: 30 – 9: 00 Registration and Networking 9: 00 – 9: 45 Data Quality Strategies 9: 45 – 10: 05 Chapter Business 10: 05 – 10: 25 Break 10: 25 – 11: 30 Administrative Tools 11: 30 – 12: 00 Networking explore engage elevate
Connect Learn Share Microsoft Dynamics CRM Data Quality Strategies “Clean CRM 101”
AGENDA § Welcome/ settle in § Who is Paul? § Introduction to the issue: “Data Quality 101” § Out of the Box CRM Solutions § Popular 3 rd Party solutions § Recap/ Q&A @CRMUG
Paul Cielinski, EMBA, MCP, Technical Sales Architect • Experience: • • • Various enterprise-level CRM solutions ● Data Quality applications Enterprise content management ● Gamification apps. Enterprise service bus ● Mobility solutions Marketing automation solutions ● Data integration/ migration apps. CRM integrated ERP and Project Management apps • Chairman and Founder: CRMUG-Milwaukee • Enterprise Architect– Cancer Treatment Centers of America • CRM Practice Lead – Concurrency • CRM Consulting and implementation • CRM Practice Manager – Broadlook • Independent Software Vendor (Dynamics CRM Data Quality Solutions) 6 @CRMUG
Who is Neudesic? • Founded in 2002 • 11 offices • 500+ consultants with an additional 100+ offshore consultants • More than 700 satisfied clients Hosting and Managed Solutions • Projects and engagements ranging from $30 K to $50 M • 8 separate practices • CRM = Dynamics & Salesforce. com Products 7 @CRMUG
Experience Innovation • • Spanning v. 1. 0 to 2015 Vertical accelerators: Healthcare, Fin. Serv/ Banking, Loyalty, Hospitality, Retail, Oil & Gas, Food & Beverage, Higher Ed. , Manufacturing • • 90% of team are senior or principal-level consultants Team of CRM architects, business analysts, developers and engagement managers @CRMUG
AGENDA § Welcome/ settle in § Who is Paul? § Introduction to the issue: “Data Quality 101” § Out of the Box CRM Solutions § Popular 3 rd Party solutions § Recap/ Q&A @CRMUG
HOW DID WE GET @CRMUG HERE?
WHY DOES CRM DATA GET DIRTY? • Form Design • Data Entry Issues • Security Role/ Permission Issues • Old/ Inaccurate Data • User Motivation & Incentives • Who is in Charge? • CRM Configuration and Customizations (conflicting strategies) • Data Provider Issues • Poor Duplicate Detection Rules • No Data Quality Process • No Data Plan/ Data Schema (data normalization) • No Data Authentication/ Verification • Attrition • Time @CRMUG
WHY DO WE CARE? • Sales: – Sound unprofessional – Manually update CRM (conduct research? ) – What kind of an impact would 2 or 3+ more deals per month do for your bottom line? Which call would you prefer? • Marketing: “Hi, I’m wondering if I can take a few – Wasted spend moments of your time – Decreased ROIto introduce myself and tell you about how our services might help you. ” • Executives/ BI: “Hi, I see you just in, opened a new – “Garbage garbage headquarters in Des Moines. out” Congratulations! Our customers save an – Poor decision making average of 12 percent on our custom hurts bottom lineand our moving andthe shipping services, (employees, service hub is in Des Moines. Can we stakeholders &about how we can schedule a time to talk communities) help you? ” @CRMUG
THE OPTIMIZED CRM: Data Quality Competitive Advantage Data Process CRM Process @CRMUG
THE 4 ZONES – WHERE DO YOU FALL? Without a scalable CRM process you are limited to small scale success. Without a competitive advantage, you continually face competitors using the same data. Data Quality Competitive Environment Small Scale Success Goal Without data quality, success is random. Competitive Advantage Random Success CRM Process @CRMUG
DATA DECAY Data decay is tied strongly to attrition. @CRMUG
DATA DECAY DOES NOT ACCOUNT FOR: • • Change in title, promotion Change in working location Change of phone number Add mobile phone number Change of department Change of area code Change of email format Merger or acquisition @CRMUG
EVENT TRIGGERS • Having data display when Sales, Marketing and Account Managers look up an account is NOT an event trigger • Event triggers should notify the sales rep that something has happened. @CRMUG
HOW DO YOU SELL/ MARKET? @CRMUG
DATA SOURCES: Your Team: & @CRMUG
AGENDA § Welcome/ settle in § Who is Paul? § Introduction to the issue: “Data Quality 101” § Out of the Box CRM Solutions § Popular 3 rd Party solutions § Recap/ Q&A @CRMUG
NATIVE CRM OPTIONS: • • Purposeful forms Security Roles Duplicate Detection Rules & Jobs Duplicate Pop-up & 2013 Gamification/ Dashboards Data quality centric customizations/ development Incentives (carrot or stick? ) SQL Server Data Quality Services (DQS) @CRMUG
PURPOSEFUL FORM CONFIGURATION • Purposeful forms: § § Different experience based on what users do in CRM Assigned by Security Role @CRMUG
WHICH FORM WOULD YOUR SALES TEAM PREFER? @CRMUG
@CRMUG
@CRMUG
DESIGN CRM WITH PURPOSE: • • Field based security (beware roles are additive) Purposeful new Entities @CRMUG
PURPOSEFUL FORMS: @CRMUG
HOW? @CRMUG
SECURITY ROLES & CLEAN CRM • Role Based Security allows (for example): o Access to records/ actions o Hidden/ locked fields Scenarios? @CRMUG
SECURITY ROLES & CLEAN CRM @CRMUG
CRM DATA MANAGEMENT @CRMUG
SETTINGS • Duplicate Detection Settings: o Enable/ Disable o Timing? § Create/ Update? § When CRM for Outlook syncs? § Import? @CRMUG
CRM DATA MANAGEMENT @CRMUG
CRM DUPLICATE DETECTION RULES • Will catch duplicates but limited to: § Exact Match § Same First # of Characters § Same Last # of Characters @CRMUG
@CRMUG
CRM DATA MANAGEMENT @CRMUG
JOBS • Duplicate Detection Jobs: o A CRM System Job o Duplicate Detection Wizard @CRMUG
INCENTIVES • • • Carrot or stick? Weekly reports? Status meetings? Dashboard? For Sales Meetings: o Do you use CRM to run your pipeline? o Opportunities by Last Modified? o Accounts with Activities in the last week/ month? o Leads by temperature and last contact? • Service & Marketing as well! How else? @CRMUG
GAMIFICATION/ DASHBOARDS • “Brag” dashboard? o Account and Contact Updates/ touches @CRMUG
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WHO IS IN CHARGE? • • • CRM Admin Sales Marketing • If an Admin, daily task/ reminder? Close enough to the business? @CRMUG
WHAT DO YOU DO WITH DUPLICATES? @CRMUG
“CLEAN CRM” CUSTOMIZATIONS @CRMUG
SQL SERVER DATA QUALITY SERVICES (DQS) • • For On-Premises and Cloud Hosted CRM You just need SQL Server 2012 Cleanse, Match, Standardize & Enrich Pre-built, 3 rd Party and user defined rules @CRMUG
CRM AND OUTLOOK (CONTACTS) • Filters: http: //blogs. msdn. com/b/crm/archive/2011/04/14/getting-crm-data-into-outlook. aspx @CRMUG
CRM AND OUTLOOK (CONTACTS) • Behavior: o Edits in CRM & Outlook cross post o Deletes do not cross post o “CRM” Contact Reassign? -> Removed from Outlook User/ Owner 1 o “Outlook” Contact synced into CRM Reassign? Edits cross post @CRMUG
AGENDA § Welcome/ settle in § Who is Paul? § Introduction to the issue: “Data Quality 101” § Out of the Box CRM Solutions § Popular 3 rd Party solutions § Recap/ Q&A @CRMUG
COMPONENTS: DATA SOLUTIONS C O M P L E X I T Y Monitoring Profiling Matching Cleansing Updating data based on change & tracking data quality Analyzing data source and identifying issues Linking related entities Amend, correct and Append data @CRMUG
CONSISTENT DATA IS EASIER TO MANAGE Setting Not this Like this Company Names Case: Convert to proper sun technologies Sun Technologies Commas: remove Sun Technologies, Inc Sun Technologies Inc Initials: Space only RA Smith R A Smith Leading “The”: Move to end The Container Company, The Ordinals: Abbreviate First Medical Directors 1 st Medical Directors Periods: Remove R. A. Smith R A Smith Phrase “and company”: Convert to “& Co” R A Smith & Company R A Smith & Co Phrase “and”: Convert to “&” M and M Insurance M & M Insurance @CRMUG
2 RD PARTY CRM DATA QUALITY SOLUTIONS: (IN NO PARTICULAR ORDER) • Inside. View • Broadlook • D&B 360 • One. Source i. Sell • Trillium • Kingsway. Soft • Scribe @CRMUG
INSIDEVIEW @CRMUG
CRM Intelligence is HERE ENGAGE PROSPECTS CLOSE MORE DEALS GROW ACCOUNTS @CRMUG
Inside. View offers accurate Sales data Provides the highest level of Sales data accuracy Integrates directly into Microsoft Dynamics CRM @CRMUG
@CRMUG
BROADLOOK @CRMUG
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@CRMUG
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D&B 360 @CRMUG
D&B 360 for CRM The value of vetted integrated data within Most global data Dynamics CRM – 230 M+ companies – Find the best prospects faster – 100 M+ contacts – Replace manual data entry with 1– 3 M+ corporate family trees click data injection – Broad insight – Improve campaign targeting through • 100+ fields segmentation • Social – Automatically maintain company data • Curated content from First Research “freshness” Unrivaled quality – Avoid chasing prospects with poor credit – 30, 000+ authoritative sources – Patented data verification @CRMUG
• One Click - Add Lead or Account • Search By Companies, People or Industry Search Companies, People or Industry One. By. Click - Add Lead or Account Additional selection criteria along the left Visual Social Insight • Visual Social Insight @CRMUG
TRILLIUM @CRMUG
Data Quality Tools for Microsoft Dynamics CRM Increase CRM user adoption Accurately execute sales and marketing campaigns
Trillium Software Solution for Dynamics CRM - What’s in the Box? Key Features: – Global business rules for cleansing customer data – Global address validation – Advanced Matching to identify duplicates For use with: accounts, leads, contacts, customer address and custom entities 3 Ways to invoke Trillium in Dynamics CRM: – Real-time, “In-Page” cleansing & matching – Cleanse and Match on Import – Cleanse and Match within CRM Other Features: – Cross Entity Matching Lead to Contact and Lead to Account – Auto Merging of “high” confidence matches – Data Quality Reporting and Metrics CRM 2013 – Duplicate Detection Popup – Removed by Microsoft, added back in by Trillium @CRMUG
Built in Data Quality Reports @CRMUG
KINGSWAYSOFT @CRMUG
What is the SSIS Integration Toolkit? A cost-effective and easy-to-use data integration solution that works for – Microsoft Dynamics CRM – Microsoft SQL Server Intuitive user interfaces that enable rapid ETL development – Streamlined development process – Integrated development experience High-performance ETL adapter utilizing the full capability of Microsoft SQL Server Integration Services (SSIS) ETL engine – Scalable – Performant – Extensible – Scheduling engine @CRMUG
Four main components CRM Connection Manager – Manage connections with CRM Server CRM Source Component – Facilitate reading data from CRM server using either entity or Fetch. XML as the source CRM Destination Component – Facilitate writing data to CRM server using CRM web service interfaces CRM Option. Set Mapping Component – Manages CRM Option. Set value mapping – Provides the capability to create new Option. Set value when a match cannot be found @CRMUG
Kingsway. Soft improves CRM data quality CRM Source Component – Retrieve those records that need to be processed Data Quality Processing or Cleansing Components to process the data – DQS Cleansing – SSIS Derived Column – Many other SSIS components… CRM Destination Component to write back to CRM – – Update action Upsert (Update/Insert) action Merge action Execute. Workflow action @CRMUG
How it can be used? Interactive Use – Fix any possible data quality issues by executing SSIS packages on an adhoc basis – A commercial license is NOT required, free developer license is available to run ETL packages interactively • within development tools (Visual Studio, SSDT, or BIDS) • no license cost Scheduled Job – SSIS packages can be executed at any defined schedule – A commercial license is required @CRMUG
SCRIBE @CRMUG
Two Views on Scribe and Data Quality Data Completeness = Data Quality – Completeness of data about customers should be a consideration – Incomplete data hampers your ability to give customers the best experience possible – By bringing customer data to a central point, you can empower your workers that own the relationships with customers Use Data Quality Services Together With Your Integration Tool – If you are doing a migration to a new system, use a data quality service/app to clean up the data before you migrate the data – Use a data quality service/app to clean up your data while it is in the process of being integrated @CRMUG
Scribe Insight Premise solution for ultimate IT control & security Scales from small companies to enterprise class @CRMUG
Scribe Online Cloud based with broad connectivity Replicate, migrate, integrate cloud and hybrid applications @CRMUG
AGENDA § Welcome/ settle in § Who is Paul? § Introduction to the issue: “Data Quality 101” § Out of the Box CRM Solutions § Popular 3 rd Party solutions § Recap/ Q&A @CRMUG
Wrapping up: There is no “one fix” Configure and customize for purposeful experiences CRM native Data Management features 3 rd party tools for Sales/ Marketing intelligence 3 rd party tools for duplicate pop-up, authentication, normalization, integration and enhanced matching • Plan your work and work your plan! • • • @CRMUG
Thank you! - Q&A Paul Cielinski, MBA, MCP, Technical Sales Architect Neudesic Paul. Cielinski@Neudesic. com @Paul. Cielinski www. Linked. In. com/in/Paul. Cielinski @CRMUG
Join CRMUG Connect. Learn. Share. The What We’re a little over 12, 000 Dynamics CRM users who get together and chat about CRM virtually or in person events, like this one. It’s a big conversation you really shouldn’t miss out on. You’ll probably learn something great, apply it to your organization, and be treated like a super hero. 2008 est. explore 5 The Why The When Pretty Awesome reasons CRMUG Summit Registration Discount: up to $400 person. Access to Hundreds of Webinars Available On Demand. Collaborate: exclusive online social community for CRM users. Open invitation to over 200 educational events year round. Members attend chapter meetings free. engage elevate T o d a y Call Bryan Erstad, he’s a great guy as well as the CRMUG Membership Manager. 877 -324 -8880 x 1450 bryan@crmug. com Exciting, isn’t it?
Are you PLUGGED into your local group on CRMUG. com? There is a local group on Collaborate where you can: Go there now on your SMART phone and opt in! We’ll take two minutes to get everyone joined in. • • Start new connections within today’s room. Get meeting notes, pictures, decks and shared files. Hear about upcoming events. Post topics/challenges/opportunities that are relevant to the group. Visit www. Crmug. com/chapter, find your chapter, and click ‘JOIN’. explore engage elevate
October 12 -16, 2015 Reno-Tahoe Don’t miss the largest CRM customer conference that has ever existed! Get IN! www. crmugsummit. com/reno explore engage elevate 80
Chapter Leadership Be a part of something really great FACT: The most successful chapters have strong leadership teams. BENEFIT: Ignite Leadership Training available ONLY to chapter leaders. Develop your professional skills – public speaking, leadership, communication, organization, conflict resolution, and many more skills. I WANT YOU FOR CHAPTER LEADERSHIP explore IMPACT: Chapter Leaders have significant reach within the Dynamics CRM Community. Leaders are respected for their hard work and devotion to helping individuals and organizations attending meetings. Roles: Chair, Co-Chair, VP of Membership, VP of Communication, VP of Programming Take Action: Contact your chapter leader or email CRMUG Chapter Director, Onika Allen, onika@crmug. com engage elevate
Next Meeting? • Date: September 11, 2015 • Time: 8: 30 -Noon • Place: Fox Valley Extension • Topics: CRM Medic’s to the Rescue explore engage elevate
Get to Know Your CRM Peers Introductions • • • Name Company (describe Company/Industry) Your role in the company What version are you on? What do you hope to accomplish by attending the user group? explore engage elevate
explore engage elevate XRM Toolbox Jennifer Manteufel Senior Application Systems Administrator Navitus Health Solutions
What is XRM Toolbox • Created by Tanguy Touzard • Series of tools for Administrators • • • • • Access Checker Attribute Bulk Updater Audit Center Bulk Form Attribute Manager Fetch. Xml. Tester FLS Bulk Updater Form Libraries Manager Iconator Metadata Browser & Document Generator Privileges Discovery Role Updater Script Finder Site. Map Editor Sync Filter Manager User Roles Manager User Settings Utility View Layout Replicator • https: //github. com/Mscrm. Tools/Xrm. Tool. Box explore engage elevate
Connecting to your Organization • Download zip file and extract to location of your preference • Double click on Xrm. Tool. Box. exe • Create Connection • • Click on Manage Connection Click New Connection Enter a Name Choose the type of deployment you have Enter the Server Name Enter the Server Port Click Get Orgs and select the appropriate org explore engage elevate
Access Checker explore engage elevate
Attribute Bulk Updator explore engage elevate
Audit Center explore engage elevate
Bulk Form Attribute Manager explore engage elevate
Fetch. XML Tester explore engage elevate
FLS Bulk Updater explore engage elevate
Form Libraries Manager explore engage elevate
Iconator explore engage elevate
Metadata Browser & Document Generator explore engage elevate
Privileges Discovery explore engage elevate
Role Updater explore engage elevate
Script Finder explore engage elevate
Site. Map Editor explore engage elevate
Sync Filter Manager explore engage elevate
User Roles Manager explore engage elevate
User Settings Utility explore engage elevate
View Layout Replicator explore engage elevate
explore engage elevate Q&A
Chapter Networking • Do you use any third party administrative tools? • What challenge do they help you solve? • What are your biggest Administrative challenges? explore engage elevate
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