New Features in Microsoft Dynamics CRM 2013

1. User Experience

Microsoft Dynamics CRM 2013 introduces an entirely new user experience with a brand new user interface. Say goodbye to those irritating and frustrating pop-ups windows. Get everything that needs on one screen with no flipping and less scroll.


A new horizontal menu bar eases user navigation & frees up screen space by replacing the CRM left menu and ribbon navigation, results in less scrolling and more focus on customer information for the user.

MSDYN Navigation

All modules are accessible under main navigation header and their related sub-modules can be accessed by clicking on the Arrow. From Module to Entity to Records to Related Records, flat structured links help the user to navigate between module and records without any hassles or confusion of where the required record can be accessed. Recently visited records also can be accessed easily by clicking on the arrow button on the right side of the button for the respective entity.


Selecting a record requires a click on the search icon. For creating a new record and attaching it, no need to open the Lookup view as “+New” button is available in the same in down-left most corner of this view.

MSDYN Lookups


Record Headers highlights key information i.g. lead source, status, rating, record owner to grab the user attention.

MSDYN Record Header


Microsoft Dynamics CRM 2013 replaces the cluttered ribbon with simplified design by displaying the most used buttons on it and make the others available through a drop down.

MSDYN Ribbon

2. Data Entry

Auto Save:

Any of the updated forms, now have autosave enabled by default. With autosave enabled there is no Save button displayed in the command bar on the form. Records that have changed data are automatically saved every 30 seconds or when people navigate to a new record. The autosave behavior can be disabled at the organization level in System Settings under General Tab or at the form level through code.

MSDYN Auto Save Setting

Quick Create:

In an attempt to create a record while working on another, leaving the present screen, going to the correct module, opening and scrolling through the large form in search of the important fields has been very painful for users. Quick Create Button would happen to be one of the best features of MSCRM 2013. One button “Create” on the top pane will allow the user to create a new record of an entity without requiring to leave the present screen and task. A user will be able to create the record on the layer screen that appears on the main screen and contains the only prominent fields defined in the “quick create view”. A user can save the record and start working on the previous task.  The entity (both custom and system) whose records which can be created through quickly create button can be configured on customization page.

MSDYN Quick Create

Activity Creation:

One of the major drawbacks of earlier versions was that, in attempt to capture Phone Call, Appointment or any activity details regarding any record, the user would require to open a form for it, create the Activity and come back to the main record form. Microsoft has addressed this pain point with giving an ability to the user to create an activity from the record form itself. For example, User can click on the “Create Phone Call” option and enter the call details in the small form that appears on the record form and create the activity without navigating anywhere else.

MSDYN Activity Creation

MSDYN Activity Creation-1

Quick View:

With Quick View Feature, User can see the key information of any Look-up record on the main form itself. For example, if the user wants to see Parent Account’s only 3 key details i.e.  Name, Phone and Email, One quick form with these 3 fields form can be created for the account entity and configured in the Contact form for the Parent Account Lookup Field. When any record is selected in the Parent Account look-up, its details will be displayed in this embedded Account Quick View Form on the Contact Form itself.

MSDYN Quick View

Inline Editable Grids:

Now, the product line items on the Opportunity, Quote, Invoice and Order Form can be edited quickly without opening the product record. With inline editable grids, Product details can such as price, discount and quantity can be entered in the grid line itself.
MSDYN Inline Editabe Grid

3. Business Processes

This feature makes the system a more process-centric, outcome-oriented and guided experience. The Business Processes let the admin define various guided processes for the users with different security roles. Each stage of a process is clearly outlined, identifying the recommended steps to completion. Users can move forward and backward in a process, and as they do, they will be presented with a new suggested list of steps. Business Process can be spanned on up to 5 entities and can be configured with more than one security roles. More than one Business Processes can be assigned to a Security Profile for an entity, thus one user can be assigned more than one Business Processes. A user can switch among the assigned Business Processes while working on a task. With this, Users always know what has been completed, where he is in the process, and what still remains to be done.

MSDYN CRM Business Process-1

MSDYN CRM Business Process-2

4. Record Image

Image of Customer or Product on the form may help the user in recognizing the record at the first sight without reading too many details from the form and saving her valuable time. An image can be displayed on an entity form, which has been configured to store it. The image attribute can be set up on the entity configuration setting page for any entity.

MSDYN Record Image

5. Access Team

Any business assignment, be it solving customer issue or following-up a Corporate Opportunity, may require the collaboration of a unique set of people. With a record-based Access Team, you can add a user to the record and give them access.  The Access Team is a new type of team that doesn’t own records, but, has access to records. You can create one or more Access Teams to work on the same record and add team members with different Security Roles, to it. Also, you can define Access Team Templates which define the security access rights and create Access Teams quickly.

6. Business Rules

Business Rules Deliver tailored, rule-driven actions across devices without the need for a developer. Business Rules provide a simple declarative interface to implement and maintain fast-changing, commonly used business rules that will be applied to CRM forms (Main and Quick Create) for both the web application and CRM for tablets. Set field values, field requirement levels, and show or hide fields, enable or disable fields and validate data and show error messages without writing a line of JavaScript code.

MSDYN Business Rules

7. Real-Time Workflows

A very powerful feature that can minimize the need for plugin development. Real-Time Workflows are basically synchronous workflows which execute immediately and provides feedback to the user in real-time. Real-time workflows are not queued, as was the case with asynchronous workflows, but execute immediately on-demand or in response to a message being processed by the execution pipeline. Real-time workflows participate in the database transaction and perform similar functionality to plug-ins, yet can be created by a non-developer through the web application workflow designer.

8. Server-Side Synchronization

Server-Side Synchronization capability which enables the server to server sync of email, tasks, appointments, via integration with Exchange Server. This alleviates the need for using the email router (which had to be installed on always connected servers/PC) or Outlook Client to work with emails in CRM.

Exchange Online is supported or alternatively SMTP/POP3 (Gmail / Hotmail / Yahoo / MSN / Live /




Microsoft Dynamics CRM 2013 Beta Refresh – Installation Issues

Microsoft released the revised version of its ‘CRM 2013 Beta’ titled ‘Microsoft Dynamics CRM 2013 Beta Refresh’ on 20th August 2013.
This build is available for download for Microsoft Partners on the Microsoft Connect site.

The ‘Beta Refresh’ is intended as an ISV/Partner/IT Team-centric build which promises to have the resolution fixes to issues which were raised in the ‘Microsoft Dynamics CRM 2013 Beta’ build which was released on 27th July 2013

We were able to download the latest version from the Connect website and install it on our VM (virtual machine).

The installation process of ‘MSCRM 2013 Beta Refresh’ is fairly straightforward and similar to the process which existed for MSCRM 2011.  We got thru all the installation wizard screens smoothly until the last screen (screenshot below) which does the final system checks before proceeding with the install.

Installation was done as a single server deployment (Everything on a single VM including the Domain/SQL Server & Reporting Services).

microsoft dynamics CRM Setup

There were a couple of errors reported related to the SQL & Reporting Service.

Issue #1: Microsoft SQL Server: The instance name must be the same as the computer name.
This occurs when your SQL Server instance name is not the same as your computer name and usually happens if your computer has been renamed after SQL has been installed.
SQL server stores the computer name in the ‘sysservers’ table during installation.  However, when the computer name is changed manually, the above table is not updated.

The good news is there is a simple fix to get the above issue resolved.

Step 1:
Right click ‘My Computer’ and go to the properties options. You should be able to find the Computer Name here.

Step 2:
Open SQL Server management studio Query window and execute the command below
select @@servername
This should provide you with the instance name registered within SQL query
We need to ensure that the name retrieved in step 2 is similar to the one available in step 1.

Within the SQL Server management studio Query window execute the command below (the text highlighted in yellow should be the name which was retrieved in step 2 above)

On receiving a success message execute the command below (the text highlighted in yellow should be the name which was retrieved in step 1 above)

Restart the SQL Server Service.
To confirm the changes execute the query below (this should now return back the name which was available in step 1)
select @@servername

Issue #2: Microsoft SQL Reporting Service: Setup failed to validate specified Reporting Services Report.

This usually occurs when the SQL Reporting Service has not been properly configured after installation.
The screenshot below provides more details on the actual issue we had faced on our environment.

microsoft dynamics CRM Setup 2

To fix this open ‘Reporting Service Configuration Manager’ tool on your SQL Server. (In our case SQL Server was installed on the same machine)

Ensure that the below 3 sections have been properly configured (Refer screenshots below)

a. Web Service URL

SQL Server 2012 config manager

Configure the Virtual Directory Name/port/SSL port etc. and click on the ‘Apply’ button.
Once successfully configured the ‘Apply’ button would be disabled.

b. Report Manager URL

SQL Server 2012 config manager2

Configure the Virtual Directory Name and click on the ‘Apply’ button.
Once successfully configured the ‘Apply’ button would be disabled.

c. Database

SQL Server 2012 config manager3

Since Report Server stores all report server content and data in a database we need to configure the same here.
If the database is already configured you should see the database details here.
If not click the ‘Change Database’ to configure the database then click on the ‘Apply’ button.
Once successfully configured the ‘Apply’ button would be disabled.

After successful  completion of all the above steps, you should be able to browse the URL’s defined within the Web Service URL & Report Manager URL
If you are able to browse the URL’s, Reporting Service is working as expected. (Refer screenshot below).

reporting service working

You can now go ahead and re-start your CRM installation.

Web2Lead feature in Microsoft Dynamics CRM using Salesfusion

Nelly Furtado once sang “All good things come to end”. While we all love the song, but do we really believe it? Not if we are talking about Softwares where good things only become better, they do not end. However, Microsoft seems to be a big fan of Nelly and they have justified the lyrics by stopping the Lead Internet Capture feature in Microsoft Dynamics CRM Online. The announcement here.


What did the tool really do?

This tool gave you an all-important flexibility to create landing pages for your website, right inside CRM, like Contact Us page for example. The webmaster would then simply embed this page on the website and there you go – visitors filling up this form on a website would be logged into CRM as leads. Amazing, isn’t it?

What are the alternatives?

What is gone is gone, we certainly do not have to lose heart because there is no dearth of choices that we have. There are various add-ons in the marketplace as replacements. While an add-on will do its job in bits and pieces, we recommend a full-fledged marketing automation to deliver not only the above functionality but also a complete end to end marketing solution.

Salesfusion with Microsoft Dynamics CRM Salesfusion is a SaaS model marketing automation software that replicates the above functionality with ease, thanks to it’s out of box integration with MS CRM? Just create your form using a form creation wizard in Salesfusion, drop your MS CRM fields on the form, publish the form on your website using iFrame, and you are through.


Salesfusion provides an iFrame script for every form that you create; iFrames are one way to feature a dialog on your website. This script pushes the data into Salesfusion, from where the data is further pushed into CRM as leads.

It doesn’t end here. You can further do:
1. Bulk, Drip and Trigger-based email campaigns
2. Lead nurturing without making use of CRM workflows
3. Lead scoring and routing
4. Website visitor tracking
5. Social media marketing
6. ROI tracking of your marketing activities.


Salesfusion works with both on-premise and online models of Microsoft Dynamics CRM.

CRM Dynamics is a great platform to build CRM solutions for small business to the enterprise organization. However, to enhance the platform, add-ons from different partners provide a great way to improve the user experience and improve productivity.

Microsoft Dynamics CRM December 2012 Update Rollup 12 – Polaris

Please find below the summary of the upcoming functionality for the most awaited update rollup 12 for Microsoft Dynamics CRM 2012:-

  • Browser Compatibility

    The Cross-Browser support is finally here…now work in CRM in your favorite browser!!! Initially only the user aspect of the CRM was going to be supported across multiple browsers, however, the MSFT team worked twice hard and got the support extended even for the administrative functions…which is a great news!!!

  • User Experience

    The new user experience is a more intuitive way to work through a business process in a guided fashion. Utmost care has been taken to reduce the number of clicks and pop-ups needed to achieve any action. Presently this is available only for selected entities like Accounts, Contacts, Opportunity, Leads and Cases. Expect the full set of functionalities to be available in future updates slowly and steadily!!

  • Custom Workflows

    This is the most awaited feature (second only to the multi-browser compatibility) will now allow CRM online organizations to connect with any external systems in the world. We are releasing a number of add-ons in coming months that were just waiting in-line for this feature to be available in CRM Online…stay connected with us to receive more updates.

  • Bing Maps

    Now view your Accounts and Contacts in embedded Bing Maps within the CRM forms. Presently this would be available only for the new process forms (Leads, Accounts & Contacts).

  • Time Lines

    For CRM Online Customers: Update Rollup 12 will be applied automatically between 1st Jan and 31st Jan 2013.

    For CRM On-premise Customers: Update will be available by 10th January which could be applied manually and through windows update around 22nd January.

Below is the list of various other features that would be part of this release:

  • Yammer Integration
  • Skype Integration
  • CRM for iPad for Sales functionality only
  • SDK New features (like Bulk data load API for large datasets)
  • Support for new compliance standards

Microsoft Dynamics CRM December 2012 Service Update

Download Your Guide

Please note that these features will be available by default in new CRM Online sign-ups after 14th Jan for North America and 16thJan for EMEA and APAC.

CRM Dynamics is a great platform to build CRM solutions for small business to the enterprise organization. However, to enhance the platform, add-ons from different partners provide a great way to improve the user experience and improve productivity.

Upgrade Paths to Microsoft Dynamics CRM 2011

Following up on my previous blog, which elaborated on why you must upgrade to Microsoft Dynamics CRM 2011, let us look at different upgrade paths available. What you chose for an upgrade depends on your existing Microsoft CRM deployment and partly on the allocated budget.

Essential Software Requirements Before Upgrade:

Irrespective of the approach you take for an upgrade, you must have the CRM2011 compatible environment in place. Detailing the hardware and software specifications is out of the scope of this blog, for which you can refer Essentially, software requirements can be addressed with components listed in below table.


CRM Application Server

Database Server

Web Client

Windows Server 2008 x64

Microsoft SQL Server 2008, Standard Edition, x64 SP1

Microsoft Windows XP Home SP3

Windows 7 (Recommended)

IIS 7.0

IE 7 or later version

Microsoft Office 2007 SP2 or later version

Upgrade Paths:


In-Place Upgrade:

Simplest of all, but one that is least recommended. Simply run the CRM 2011 setup where CRM 4.0 is installed, and connect application to the existing CRM 2011 database server.




Must have CRM 2011 supported infrastructure, both hardware, and software. Please refer for hardware and software specifications.

Simple and straightforward

Not the safest approach. If something fails, then there is no rollback. You will have to manually restore backups and files.

Economical since no additional or separate hardware and software costs.

Upgrade database during install:

Ideal where database server used for CRM 4.0 has supported hardware and software components required for CRM 2011. All you need is a new application server for installing CRM 2011 and connect it to the same database that is used for CRM 4.0. During install, the database is automatically upgraded to CRM 2011.




Existing CRM 4.0 database server must meet the specifications required by CRM 2011

Leverage the existing SQL server investment

Any components in the ISV folder need to be copied across manually

The application server must meet the specifications required by CRM 2011

Relatively safer. In case of failure, all you need to do is restore back the database

Upgrade via import:

Setup separate database and application servers (64 bit) where CRM 2011 will be installed. Restore the backup of existing CRM 4 database to newly set-up SQL 2011 server and then import organization using MS CRM2011 Deployment wizard. You may do multiple iterations of testing on this new environment, even as users continue to use the CRM 4.0 installation without any disruption. After you are through with testing, take it to live to the users.




The separate environment for CRM 2011, so that existing CRM 4 is not disrupted in any way

No downtime, and safest approach as CRM 4.0 environment is not disrupted while CRM 2011 is being set-upCostly because of separate server requirement

Any components in the ISV folder need to be copied across manually

Migrating Customizations:

The upgrade process ports most of the customizations to CRM 2011 that was done in CRM 4.0. However, depending on the complexity of customizations there can still be few miscreants like:

  • Unsupported Javascript
  • Unsupported plug-ins
  • Most importantly, unexpected errors

Besides, it is important to evaluate the new capabilities introduced in Microsoft Dynamics CRM 2011. You may have made design choices because the capabilities you needed were not available in Microsoft Dynamics CRM 4.0 that are now available. All these can become extremely time consuming and stressful without expertise. Take help from partners who can guide you through this and ensure a smooth transition.

CRM Dynamics is great platform to build CRM solutions for small business to enterprise organization. However to enhance the platform, add-ons from different partners provide a great way to improve the user experience and improve productivity.

Why We Should Upgrade to Microsoft Dynamics CRM 2011?

It’s been quite some time since Microsoft has released Dynamics CRM 2011 but there still are many customers stuck on CRM 4.0 (read Stone Age clip_image001), maybe because they foresee upgrade risks or have fear of downtime. As a matter of fact, upgrading to MS Dynamics CRM 2011 is a walk in the park if you read and do the right things. More on that in my other blog here. For now, let us look at some reasons why we should upgrade to Microsoft Dynamics CRM 2011.

1. Dashboard

One of the most amazing features to come out of CRM 2011 is the inclusion of dashboards. Microsoft Dynamics CRM 2011 delivers built in real time dashboards enabling you to get a snapshot of your sales, marketing and service team performance.

2. Charts

All through the application you now have visibility to charts alongside data grids. These are inline, interactive charts that allow you to navigate data visually. Furthermore, these charts can be given security roles to manage visibility.

3. Field Level Security

Do you still use development services every time there is a need to apply security at the field level? Not anymore – with Microsoft Dynamics CRM 2011, allow an administrator to manage field level security for different users//teams.

4. Improved Outlook Integration

Microsoft Dynamics CRM 2011 further tightens the integration with Outlook and gives a consistent user experience whether a client is working on browser client or Outlook. Apart from these, the user can now take advantage of native outlook functionalities like conditional formatting, view CRM as a subfolder in Outlook, and much more.

5. SharePoint Integration

Are your salespeople using SharePoint and CRM separately during the sales process for referring and versioning sales collateral? Increase their productivity with Microsoft Dynamics CRM 2011 that comes out of box integrated with Sharepoint.

6. Auditing

Now let your administrator track all creates, deletes and updates happening in the system. Additionally, it also logs when and from where did user access the system.

7. Role-based forms and views

Microsoft Dynamics CRM 2011 allows you to create multiple forms and views and manage their visibility using security roles. This could be useful in scenarios like hiding forms/views from unauthorized users or designing task-based forms.

8. Manage security at a team level

A record can now be owned by Teams as well, along with user ownership. Furthermore, Security Roles can be assigned to Teams thereby removing the need to manage security at an individual user level.

9. Enhanced Data Import Wizard

A number of enhancements have been introduced in the Data Import Wizard of CRM 2011:

· Support for CSV, TXT, XML, or ZIP file types

· Support for Option Value Mapping (pick lists)

· Support for Lookup Mapping

· Support for a single source file with multiple entities (Account & Contacts)

· Support for Bulk Update of records via Import Wizard

10. SDK

Microsoft Dynamics CRM 2011 brings a lot to the table for developers in areas of Reports (FetchXML), programming model, and much more.

CRM Mobility and Cross-Browser Support Feature Release Date Delayed until Q4,2012

I know that everybody has been eagerly waiting for the “CRM Anywhere” release. The experience of using CRM from anywhere (any smart device) or any browser (especially for MAC users) is going to turn the tables for the present offerings from Microsoft CRM!!!

Hold your horse people as this feature has been moved to Q4 release.Fingers crossed


Well, this postponement is going to come as a slight setback for users who were eagerly waiting to use CRM from their MAC or Smart devices. (and yes also for Partners like us who had promised the same to their customers)…however, I don’t see this as a huge impact because most of our Customers are still using CRM from their Outlook… but I do agree that we were slightly disappointed.

Last month we had tested our deployments for Multi-Browser compatibility with the beta edition of this release and found the scripts breaking at the number of places. Even though the Custom Validation tool released by Microsoft helped us a lot, we still felt that more time was needed to smoothen out the migration to the new release. Hence even though the release has been scheduled for Q4, we would highly suggest Microsoft release the new Beta during Q3 so that we have enough time to ensure nothing breaks.

The other important feature (that is going to be released this month: July 2012) that I personally have been looking forward to is:

a. SQL Server 2012: With this update, CRM 2011 will be ready to work with SQL Server 2012 which offers high scalability, super performance and enhance BI capability

b. Custom Workflows for CRM Online: Previously if we had to bring external data into CRM, do some custom actions or Integrations then the only option available to CRM online customers was to host the functionality into a separate cloud (using Windows Azure Services). However, with this release, it would be possible to perform all these actions within the CRM online platform.

To learn more about the details on these new capabilities check the release preview guide

Steps Ahead?

‘Socializing’ Microsoft CRM

Social CRM is scaling up the traditional CRM system to leverage the social web and proactively become part of the conversion process. The social CRM can be used by Marketing, Sales and Customer Service teams to listen to conversations, to join in immediately with Customer conversation, offer them value in terms of information and solutions, and be aware of the issues/feedback coming from customer’s interactions on the social web.

Some might argue that today’s social media is much more fun and interactive, but there is more to it. No other traditional social channels, before Facebooks and LinkedIns of these days, have managed to make sales, marketing, support department communities stand up and take notice. There is a loud voice up there on these channels talking about products, services, organizations, likes and dislikes, opinions, feedbacks, etc.

This collectively forms the sphere of influence over prospective buyers, evaluators, decision makers, and together they lead to a good or bad brand image for a business entity. It is obvious to say that Social Media, in future is already pushing businesses towards a change of strategies with regards to their Sales, Marketing, and Support efforts.

The ‘customer reach’ that social web provides is unmatched by any other channel and it is said that going forward, corporate websites will be replaced by their Social web pages. Here are some of the examples:

  • Advertisers use profile information to market specifically to certain users.
  • More than 120 million professionals registered on LinkedIn and the number of employers using this site to recruit new employees is phenomenal.
  • Sales and Marketing executives using connections on LinkedIn to reach decision makers and by-passing gatekeepers.

IOTAP’s Social Media Connector for Microsoft CRM provides integration with popular social media community like LinkedIn and can be extended to Facebook too.



Allowing your internal teams to collaborate against these communities ‘databases help your organization to develop an online presence and also be in touch with your customers/prospects. Social Media Connector allows you to reap all the benefits of MS CRM including designs of the user interface, searching and reporting.

Steps Ahead?

Targeted Marketing Campaigns using Microsoft CRM

One may ask “Why is it necessary to do targeted marketing, when I can target every Tom, Dick, Harry with what I have to offer?”. I could easily assume that longer my target list, more are the conversions…Right?. Well, does it really work that way? Marketing Gurus do not agree. It is a widely accepted fact that Target Marketing helps you reduce marketing expenditures and increase response rates as your products are pitched only to customers who are likely to buy.


Some of the benefits of Target Marketing are:

  • Higher response rate that is encouraging for marketing executives.
  • Respect for the brand and positive marketer-customer relationship as disinterested/irrelevant customers are not constantly bombarded with your offerings.
  • Better use of your most valuable resources i.e. time and money to generate additional revenue.
  • You can easily drill down to the features and benefits of your services and products that are most important to your target market. For example, as a Banking service provider, everyone who wants to perform financial transactions can benefit from your services. But the benefits and features most important to someone wanting a loan versus someone wanting a facility for international wire transfer will be very different.

How can MS CRM help you do Target Marketing?

Microsoft CRM provides marketing professionals with the ability to perform segmentation with the use of Marketing Lists. These marketing lists are of two types:

a. Static: Here we need to add the customers manually.

b. Dynamic: Here we need to define rules and then CRM automatically adds the customers to the list whenever the criteria is met. So when a new or an existing customer matches these set criteria, CRM will auto-update the marketing list with this customer. Isn’t that awesome. No more manual addition needed!!!


The above snapshot shows a Dynamic Marketing List which segments customer’s whose Correspondence City is “Dubai” and Net Worth is more than $1,000,000.

This way Microsoft CRM makes it very easy to slice huge lists of data into segments based on various aspects like Demographic details,  Geographic locations, behavioral patterns or any other custom criteria.

Now you can run highly Targeted Marketing Campaigns against these Marketing lists Smile

CRM Dynamics is a great platform to build CRM solutions for small business to the enterprise organization. However, to enhance the platform, add-ons from different partners provide a great way to improve the user experience and improve productivity.


MS CRM 2011 – Marketing Analytics, ROI & Best Practices

Marketing campaigns are investments that need to be measured and reviewed like one does with any other investments. There’s an old business adage that goes like this “You are wasting half of your marketing dollars, unfortunately, you don’t know which half”. What was true fifty years ago, holds true even now but partially…as technology is helping us closing this gap slowly & steadily…

For marketing ROI, the tricky part is determining what constitutes your “return” and what you’re true “investment” is.

Broadly, ROI can either be:

1. Number of leads or opportunities generated

2. Monetary returns, or revenue generation because of lead conversion

3. Brand awareness (generally from social media marketing campaigns)

With Microsoft Dynamics CRM, all the leads or opportunities that generate out of the campaigns are tagged with the specific campaign activity. Moreover, responses to email blast or any campaign activity can be logged in CRM and converted to leads with “just a single click”.

In order to understand the Marketing ROI and program effectiveness, Microsoft CRM provides Marketing Analytics in the form of Dynamic Dashboards and Reports:


Few interesting reports that Microsoft CRM provides for measuring ROI are:

1. Number of leads generated campaign wise

2. Campaign wise Lead conversion ratio

3. Actual budget VS Sales revenue campaign wise

4. Campaign Performance

Some of the best practices for measuring the Marketing ROI that we recommend to all our clients are:

1. Identify the target list for every campaign – It makes zero business sense for a bank to target and cross-sell their Portfolio Management Services to low-income group customers. Data in CRM can be segmented based on desired criteria such as interest or demographics via user-friendly tools.

2. Maintain planned budget and actual expenditure for each campaign.

3. Tag every lead and opportunity with a campaign.

Steps Ahead?