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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Best practice for orga...
Microsoft Dynamics CRM (Archived)

Best practice for organising customer data in multi-channel selling environment

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Posted on by Community Member

Can anybody advise on best practice for organising customer, contact and opportunity data in a multi-channel selling environment please. I'm specifically looking for a guidance on VAR (reseller) stream in MS Dynamics CRM. If you could point me in the right direction that would be greatly appreciated.

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  • Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    Hi Sneu

    You are here as the end user or partner to implement for VAR?

    I would say that you can use the out of thr box function and just need to rename the entity.

    Crm does support the multi channel as well like web, call, sms, email edm marketing, portal, agent dekstop, or extend it to another thing like kiosk. And also social media. It is ready to integrate.

    You can see this about done implementation in multi channel

    www.crmsoftwareblog.com/.../use-microsoft-dynamics-crm-2011-to-deliver-a-seamless-multi-channel-banking-experience-to-customers

  • Community Member Profile Picture
    Community Member on at

    Hello Aileen,

    Thanks for your response. We are an end user organisation using, amongst others, VAR resellers. What I'm trying to understand is whether to integrate their customers with our own or whether to keep them segregated.

    Thank you for your input.

    Best regards,

    Sneu

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Two options:

    Add a field to Account entity - so you can segment different Types of accounts.  ie Customer, VAR, Vendor, etc.  That way you identify/group and manage in CRM.

    Or create entity to manage VAR seperately.  If going for contact management at the VAR level, I would go with other option above.

  • Community Member Profile Picture
    Community Member on at

    Thank you, Darren. Is there any reason why we shouldn't use just one Account for each customer and add the VAR Account Manager as a new field? That way we can keep customer data centrally and still segregate Opportunities. Can you foresee any issues with that approach please?

    Many thanks,

    Sneu

  • Community Member Profile Picture
    Community Member on at

    I assume VAR Account Manager would lookup to a Contact?  Or user?

  • Community Member Profile Picture
    Community Member on at

    A user. They would have a limited view of their own Accounts, access to their own Contacts and Opportunities but nothing else.

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