Dynamics Community Forum Thread Details

Questions about the CRM

Hello, I am currently working on an implementation plan for the Dynamics CRM. I have just a few questions that I would really appreciate an answer to.

What are the most important and valuable custom CRM data fields?
What are best practices for structuring and managing opportunity stages in the CRM?
What are some of the best practices for understanding financial data in the CRM platform (such as ROI)?
What is the learning curve of the CRM for individuals? How do you overcome this and effectively train employees?

Any help on these questions would be awesome, thank you so much.

Lots of good questions in there!

1 & 2 are very dependent on your business process and how you are using the system. This will need to be determined by working with the business on what they want to track, how they envision working with the data, reporting needs, etc.

4 - also very dependent on your business and your users. This is different for all organizations. There is lots of information available on User Adoption that you should read up on. A few key ideas include:

- work directly with users (not just managers) to plan out the processes inside CRM

- build a "Super User" (or Power User or CRM Evangelist) team who will get extra training, help with testing, help answer questions, etc.

- Get executive buy in so users know it is important to use the system

- Get the reporting needs up front so you can show this to end users (this is what your manager is looking at!)

- Train in small groups and by job function

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