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Glue raises $8 million to automate customer loyalty programs

November 26, 2020 Big Data

Loyalty automation platform Glue today raked in $ 8 million in series A funding from private investors led by Unicorn Technologies. The startup says that the proceeds will be put toward nudging local businesses to adopt loyalty programs.

Retail has taken a major hit during the pandemic. Total sales are expected to hit 5.7% from 2019, nearly 12% below eMarketer’s pre-pandemic estimate of $ 26 trillion. Some data suggests that loyalty programs could help lessen future blows. According to Accenture, loyalty program membership in the U.S. grew at a rate of 26.7% from 2012 to 2014. And one recent survey found that 50% of consumers say their primary reason for joining a loyalty program is to earn rewards on purchases.

Glue offers a platform that attempts to gauge loyalty and facilitate the development of daily, weekly, and monthly engagement plans. It self-runs rewards, coupons, and points systems and provides tools for loyalty and sales growth analysis and reporting. Glue offers purchase and behavior tracking for customer targeting and tailors reward tiers to individual businesses; it can import data from existing customer relationship management software and enable customers to register for loyalty programs on their smartphones.

“Glue started as an app creator called Bobile. At the time, we thought every business needs an app, but after a while, we understood what’s really important to the business owners we spoke with is the ability to keep their customers coming back,” Glue CEO Ira Nachtigal, who cofounded Glue with Jacob Tenenboim and Dany Gal, told VentureBeat via email. “But, they are busy. Most local businesses don’t have the time, the knowledge, or the resources to manage it. Loyalty, when done right, is complex, so we decided not to create yet another loyalty tool, but rather to do the work for them.”

Glue supports loyalty strategies such as points-earning systems, coupons, loyalty cards, subscriptions, prepaid multi-passes, and play-to-win games. Customers can use it to schedule holiday and special occasions greetings, launch Google Ads growth campaigns, or encourage walk-ins with geofencing campaigns.

After completing a 15-minute onboarding questionnaire on Glue’s website, business owners receive a branded members club and a projection of savings. Glue claims its programs are customized by leveraging businesses’ customer data and pairing them with data points from 100,000 organizations, resulting in what the company calls an average savings of between $ 15,000 to $ 20,000 per small business and significant revenue growth.

“Glue collects the data from thousands of businesses around the world, analyzes the consumer behavior and optimizes the loyalty strategy that is built for every business,” Nachtigal explained. “For example, let’s say you own a coffee house in Boston. Glue already has a lot of information and accumulated knowledge about coffee shops and their consumers in the east coast. Using AI Glue knows what is most likely to work for your coffee house and your customers and given your specific price range, will be able to tailor a successful loyalty strategy for your coffee house.”

Glue has a number of competitors in the space. There’s AppCard, a mobile-first loyalty marketing program for small and medium-size retailers, as well as Punchh, a startup leveraging machine learning and omnichannel integrations to create customer journeys. Just last year, Drop, a coalition customer loyalty company headquartered in Toronto, raised $ 44 million. That’s all to say that 15-employee Glue will have to differentiate itself from the rest of the pack, but this latest funding round — and its growing number of coffee shop, cosmetic, pet store, service provider, and car repair shop customers — suggests that it’s had success in that respect.

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Big Data – VentureBeat

Microsoft Power Apps Portals with Virtual Agents in Microsoft Dynamics 365 Customer Engagement: Key Takeaways

November 4, 2020 Microsoft Dynamics CRM

With more people working virtually, it is more important than ever to be there for your customers, anywhere, at any time. Empowering people, either inside or outside your organization, to securely access the information they need to engage with your company should be a strategic imperative for any organization. Today there are low code, no code solutions that can unlock a host of business engagement opportunities for employees, business to business partner relationships and end customers.

In this interview, Uma Kaliaperumal, a Senior Software Consultant at Crowe, answers the most frequently asked questions about these powerful solutions.

Ryan: What is Power Apps Portal?

Uma: PowerApps Portals allow organizations to quickly create branded websites that can be shared with users external to their organization either anonymously or through the login providers such as LinkedIn, Facebook, Google, Microsoft Account, Azure AD and more. The best part is that the web portal is automatically integrated with your Dynamics 365 system. So any information a person submits through the web portal automatically lands in Dynamics 365 where further actions can take place.

Ryan: What are some key selling points and examples of people using Power Apps Portals?

Uma: Now you can build professional grade web portals very rapidly and modernize processes across the organization without expensive web development projects. A lot of challenges can now be solved by deploying simple engagement apps. For example, you could create an employee portal that allows employees to submit time-off requests, or even upload forms related to their health benefits enrollment. We also have bank customers that use the Power Apps Portals to capture borrower information and documentation related to their loan requests.

The new designer interface is also very simple for anyone to use. Microsoft created an end-to-end experience so designers can quickly create a website and customize it with portal pages, define specific layouts, and add a variety of content. We can reuse page designs through templates to save time and add forms and views to securely display key data from Dynamics 365.

Power Virtual Agent

Ryan: What is Power Virtual Agent?

Uma: Power Virtual Agents are intelligent chatbots that can be used with the Power Apps Portals and the Power Platform. They can be used to automatically answer common internal employee or external customer facing questions. These chatbots can be quickly created and deployed using a guided, no-code graphical interface without the need for data scientists or developers.

Ryan: What is key selling point for power virtual agent?

Uma: Power Virtual Agents free up staff to focus on more complex issues. Also, simple and common requests can oftentimes be the highest priority for your customers. If a customer is having a login issue, a typical response could be to highlight some troubleshooting steps. They expect a rapid response to move past their critical issue and if they don’t receive one, they are not going to be happy. Though important, it can be very disrupting if a subject matter expert on the team has to stop helping another customer with a more complex problem to send a common list of login troubleshooting steps. This is where a Virtual Agent comes to the rescue.

Ryan: What are some business use case scenarios for Power Virtual Agent?

Uma: A few scenarios that come to mind would be if you had an e-commerce website and you wanted the virtual agent to provide recommendations based on the time of the year or the specific geography you live in. Checking on certain statuses, for example, product shipping status could be another great example where you can employ a virtual agent. Another great use case would be around seasonal type work or short-term events needing more employees on a temporary basis. Employing virtual agents to temporarily support the increased volume without hiring more staff can not only bolster your bottom line, the increased coverage can positively influence your levels of customer engagement.

Ryan: What are some pain points that Power Virtual Agent solves?

Uma: Organizations that need to do more with less can really take advantage of virtual agents. Even in this ever-increasing global economy, a lot of companies are ill-equipped to handle 24×7 customer support. A virtual agent can fill those coverage gaps. Product knowledge is also difficult to transfer when an employee leaves the company. Training a new employee takes time and can be expensive. You can mitigate this risk through the use of product knowledgebases. A virtual agent can draw upon a product knowledgebase to provide rapid responses that are consistent and thorough. You also don’t need to worry about a virtual agent being impolite because they are having a bad day.

Next Steps:

Many organizations have developed and delivered low-code apps to internal employees with Power Apps. Now, with Power Apps Portals you can build low-code, responsive websites which allow external users to interact with the data stored in the Common Data Service. Think of the many compelling use cases for working with partners, customers, franchisees, and others who are outside your organization. And by adding Power Virtual Agents you can bring a whole new level of customer engagement to your customer experience.

Every day, Crowe is working hard to make it easier for businesses like yours to increase efficiency and drive business transformation by taking advantage of the most advanced technologies out there. Our deep industry specialization – and our long partnership with Microsoft – mean we know how to implement, optimize, and support Microsoft technology to create the greatest impact for your business.

Crowe can tailor Microsoft Dynamics 365 to your business and industry needs. The Crowe team brings a combination of deep process, industry, and software expertise along with a proven framework for implementing Microsoft Dynamics 365. We work closely with your team to get a detailed understanding of your business and its needs so Microsoft Dynamics 365 works just the way you need it to.

If you are interested in evaluating Microsoft Dynamics 365 and Power Automate contact us today.

AvidXchange SVP Heather Caudill on the Quest to Ensure Customer Loyalty

October 27, 2020 CRM News and Info

By Jack M. Germain

Oct 26, 2020 1:36 PM PT

With the shift to remote everything in the continuing wake of the pandemic, businesses must refocus on the essential question: what makes a customer loyal?

Many organizations continue to push for client loyalty and success by adequately adapting to meet their needs while working in remote environments. Others cling to outdated methods and flounder.

To survive in this new business reality, it is imperative that remote employees have the skills to succeed while away from their physical offices. How to do that effectively is a multifaceted process.

CRM Buyer discussed that journey with Heather Caudill, senior vice president of relationship management at AvidXchange. Her company specializes in automating invoice and payment processes for mid-market businesses. We talked about the importance of understanding the ins and outs of customer loyalty, and what it takes for businesses to act on feedback to ensure continued success for both themselves and their clients.

Caudill has worked across technical support and project management. She has built a 20-year track record of success from her innate passion for delivering an exceptional experience for customers. This manifested itself in many roles throughout her more than 17-year tenure with AvidXchange.

Heather Caudill, AvidXchange
SVP of Relationship Management

Since joining AvidXchange in 2002, Caudill, a certified project management professional, has focused on technical support and project management with a focus on building customer loyalty.

As AvidXchange has grown from a start-up to a seasoned provider of AP automation solutions in the middle market, she has remained a constant voice for customer advocacy and led the growing customer team with empathy and authenticity.

Outside of AvidXchange, Caudill is actively involved in Pink Mentor Network, a Charlotte, N.C.-based female mentorship collective focused on growing future female executives and entrepreneurs.

CRM Buyer: How important is it that marketers understand the ins and outs of customer loyalty?

Heather Caudill: Customer loyalty sits at the crux of how businesses decide to operate, and a huge part of having a successful business is having customers that are actively using or interacting with your product. Marketers are in a unique position in that they have to understand the entire business — from the product all the way through the technology and sales cycles.

When you get down to these micro levels, you begin to understand what makes the customer tick and what excites them. You also learn what does not. From there you are able to build strong relationships that put the customer at the center, taking in their feedback and implementing it so they keep on coming back to you and your products, and even drive referrals.

CRM Buyer: How can merchants best accomplish this?

Caudill: Feedback and insights from the customer are a goldmine. When you are able to actively implement and/or change things to meet the customer’s expectation, you are building your reputation and relationship with them. Businesses should always be looking to collect feedback and adjust their offerings to be better than what the customer is asking for.

CRM Buyer: What are the most successful approaches for getting reliable feedback from customers?

Caudill: There are a few different ways to get feedback from customers — phone calls, surveys, etc. Especially working in a B2B environment, you are going to have employees who are constantly interacting with your customers. It could be a sales representative, or customer support staff, or an account manager. With most teams working remotely for the last six months, people are craving any sort of human interaction.

Check-ins with clients are an opportune time to see how they are feeling about everything. The best feedback you are going to get is when it is coming directly from them.

CRM Buyer: How is the rapid switch to remote shopping that the pandemic caused impacting customer relations?

Caudill: The pandemic has had quite an impact on shopping. However, I think one big, often overlooked opportunity to provide better customer service in a shopping setting actually takes place on the business side of the equation. There is just so much that is outside the control of any business operator right now, including a major upheaval in losing access to physical real estate in an office or brick-and-mortar store, which in many cases causes roadblocks for shipping and payments.

To best serve the customer, it’s important that businesses start digitizing their processes to ensure business continuity amid uncertain times. That way, products can still be shipped, vendors can still be paid, and payments can still be received. The result is no disruption to the customer experience.

It is really about nailing how you are going to interact with your customer, as those relationships are more vital now than ever. Having the ability to be nimble, understand the customer’s desires, and make easy adjustments to meet those desires will ultimately lead them to engage on a long-term basis.

CRM Buyer: How is customer loyalty being challenged in today’s shifting marketplace?

Caudill: What customers want and need is changing with the lifestyle and business changes that the pandemic has brought on. With that, they are inevitably looking at different places to fulfill those needs. This, in a way, challenges loyalty because customers may decide to look elsewhere if a brand is no longer aligned with what they want.

Now more than ever, businesses need to balance their growth mindset with their retention mindset by focusing on customer advocacy. When they are able to listen and take care of existing customers, they will inevitably be able to apply that same type of feedback to engage new prospects.

CRM Buyer: Is it more difficult or less challenging to provide clear communication — and why?

Caudill: Communication is of the utmost importance at this time, especially as many businesses continue to operate in a remote or hybrid work environment. I think that depending on the industry in which you are working, there is some level of variance as to whether the communication is more or less challenging. That said, it
is important to be proactive and keep dialogue transparent, accurate, and consistent.

By creating a centralized communications team that can move quickly in evolving situations and engage with customers in real-time, businesses are able to help to build trust and confidence between themselves and the customer. The same rings true internally in ensuring employees receive up-to-date information on any changes that could potentially affect the way they work.

CRM Buyer: Why is scaling so critical for creating a great customer experience?

Caudill: The onset of the pandemic meant that businesses had to reevaluate how they were going to operate in the same capacity they once did in the office, but remotely. At the same time, it brought the opportunity for businesses to turn to technology to help them work smarter and more efficiently. As businesses begin to explore technology as a means to grow, service providers need to be prepared to pivot to meet the needs and expectations that accompany an influx of new customers.

When businesses are in a position where they can scale, they really need to hone in on their current customer base to see what is working and what is not and use those insights to bolster their scaling strategy. Great customer experience is the difference between a happy patron and a loyal advocate. That is a distinction that impacts customer satisfaction, can reduce turnover, and increase revenue.

CRM Buyer: How is this achieved in today’s pandemic climate?

Caudill: It is the responsibility of the businesses to ensure that the platforms they are using not only meet and exceed the expectations of current clients but prospective clients as well. They have to be smart when looking at what parts of their business are going to scale well in this climate. They really have to pinpoint the demands of today’s customer, not the customer from six months ago, and take feedback and direction from customers as their path forward.

CRM Buyer: What is customer advocacy?

Customer advocacy is the voice that internal stakeholders bring to the table on behalf of their customers. We are now experiencing a digital world, which means how businesses advocate for clients has changed.

There are different things that customers need during this time, and different ways that businesses are going about making those adjustments to ensure the customer stays happy.

Customers are the reason businesses stay in motion. The business provides a solution that alleviates a customer’s pain point, and the customer continues to utilize that good or service. For this cycle to continue, there needs to be a consistent cadence of customer advocacy and input to keep the product and the results it delivers up to par. It is critical for a business to take in that feedback, adapt, and then be able to provide the customers with the experience they want and need.

CRM Buyer: How does this concept differ from or integrate with customer relations management?

Caudill: Customer advocacy and customer relationship management need to work hand in hand to really get to the core of providing a great customer experience. Businesses today have an obligation to their customers to listen to their feedback and make changes that are going to boost their brand and keep their customers happy.

At the same time, businesses need to be able to manage these relationships in a way that provides both themselves and the customer a benefit. There are always going to be clients that are more difficult than others. Being able to provide ideas and solutions that meet the needs of each customer individually, and advocate for them, is what ultimately helps build strong relationships, and in turn, gives the customers the great experience they are looking for.

Jack%20M.%20Germain AvidXchange SVP Heather Caudill on the Quest to Ensure Customer Loyalty
Jack M. Germain has been an ECT News Network reporter since 2003. His main areas of focus are enterprise IT, Linux and open-source technologies. He is an esteemed reviewer of Linux distros and other open-source software. In addition, Jack extensively covers business technology and privacy issues, as well as developments in e-commerce and consumer electronics. Email Jack.

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CRM Buyer

The Latest Changes to Dynamics 365 Customer Engagement CRM Business Solutions

October 24, 2020 CRM News and Info

The pandemic-era has transformed how organizations’ sales and marketing teams operate in many ways. Arguably and most significantly, with the reduction of opportunities for connecting in person. Maximizing opportunities for engagement through open communication, and soliciting customer feedback at every opportunity is more important than ever before.

The latest enhancements to the Microsoft Dynamics 365 Customer Engagement (CE) CRM business solutions reflect the needs of a growing virtual business environment. These solutions support tailored customer experiences, marketing efficiency, and sales productivity.

The Q3 Tech Insider Update hosted by JourneyTEAM previews the latest updates to the Microsoft Dynamics 365 Customer Engagement including Microsoft Teams integration into Microsoft Dynamics 365 for Marketing Events, SQL for Microsoft Dynamics 365 using Dataflex, and a deeper embedding of the Customer Voice survey application into Dynamics 365 and Power Platform/Dataflex.

Enhancements are broken down with rapid-fire video updates and summaries.

Microsoft Teams Live Events Integration with Microsoft Dynamics 365 for Marketing

Highlights, featured in the video, include:

Event Management via Teams Live Events
Host Online or Hybrid Online/In-Person Events
Run a Team’s Live Event from Dynamics Marketing Event
Deeper Engagement Data

[embedded content]

Instead of putting a pause on gatherings until in-person events can safely resume, many organizations are choosing to host virtual events to continue to support their CRM sales and marketing activities. The Microsoft Teams Live Events application is now integrated with Dynamics 365 for Marketing as the online meetings and events provider. This integration provides greater opportunities for interaction and tools to track engagement. Organizations can now host fully online, or hybrid online/onsite events using Teams with the Events live stream managed directly within Dynamics 365 for Marketing.

In addition to full event management in one place, this integration also provides engagement metrics beyond registration such as attendance details like joins and participation. This is outstanding data to have as the event wraps up as it allows organizations to measure the success of their events, as well as help to identify ways to improve future events.

SQL for Dynamics 365

Highlights, featured in the video, include:

SQL for Dynamics 365 Using Dataflex

[embedded content]

Previously, organizations that went from Dynamics 365 Customer Engagement on-premises to the online cloud-hosted environment were unable to query the data hits, but this has changed. Currently, in preview mode, organizations can use Dataflex to connect SQL server connections to their Dynamics 365 online instance. This brings back the ability to write SQL queries against Dynamics data. Supported operations include FILTER, UNION, JOIN, COUNT, MIN, and MAX.

Customer Voice (formerly known as Voice of the Customer and Forms Pro)

Natively in Dynamics 365 and Dataflex
Deeply embedded in Dynamics 365 for Marketing

Organizations that use surveys to solicit feedback can use this valuable data alongside other key sales and marketing data to enhance and personalize the customer experience. The real-time surveying tool Customer Voice has been updated so it can run in Dynamics 365 as well as Dataflex. Using Customer Voice organizations can manage and deploy surveys including drafting questions, creating steps, conditional logic and branching, and any other survey configuration.

NOTE: When you are watching the full Tech Insider Update video, the segment on Customer Voice updates starts at 24:40.

SEE FULL ARTICLE HERE

In addition to Microsoft Dynamics 365 Customer Engagement (CRM), the Q3 Insider Update highlighted changes to Microsoft Cloud and Microsoft Office 365, Microsoft Teams, Microsoft SharePoint, Microsoft Power Platform Automate, Power BI and Power Apps, and Microsoft Dynamics 365 Business Central (ERP).

About JourneyTEAM

Article by: Dave Bollard -
Head of Marketing | 801-436-6636

JourneyTEAM has more than 25 years of experience in delivering IT solutions to businesses. As a Microsoft Gold Certified Partner, we’ve worked closely with Microsoft to carefully provide organizations with Microsoft products, including SharePoint, Azure, Office 365, Dynamics 364, SL, AX, GP, NAV, and CRM, and make them work for you. Whether you’re in need of collaboration, marketing, sales, or productivity solution, JourneyTEAM can help you find the right technology for your business. To learn more about our team, visit our website at www.journeyteam.com.

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CRM Software Blog | Dynamics 365

Why Sentiment Analysis is the Key to Customer Intimacy

October 1, 2020 TIBCO Spotfire

Reading Time: 2 minutes

Hidden Value in Unstructured Data

Structured data is easily mined and analyzed, but what about unstructured data? Ninety percent of global data is unstructured, yet most unstructured data is never analyzed. In fact, of all that unstructured data, only one percent of it is ever analyzed.

And it’s not because of a lack of value. Unstructured data holds valuable customer insights. When combined with structured data and other forms of analysis, adding unstructured data to the mix can be a great complement to what you already know about your customers.

Posts and images shared through social media, emails, support call logs, customer chats, and more are all forms of unstructured data too often overlooked. Why? Because it’s easy to stick to what you know. Structured data is more familiar to us, organized in structured ways like columns and rows.

But while unstructured data involves a deeper parsing to extract the semantic meaning, understanding social media interactions, customer calls, and even user reviews, can offer deeper insight into a customer’s wants and needs.

Increasing Customer Intimacy with Sentiment Analysis

The two key aspects of text analytics, sentiment analysis and topic identification, can be used to analyze unstructured data and more deeply understand your customers’ wants and needs. Analyzing unstructured data about customer interactions through sentiment analysis can reveal a lot about customer preferences and how they feel about your company.

Many consumers today say that they consider how aligned a company’s values are with their own personal values when making purchasing decisions. But how do you understand what the values of your consumers are? Sentiment analysis is the key. Whether a small business or a large enterprise, organizations need tools like sentiment analysis to understand the cross-channel customer experience.

Top Use Cases Leveraging Sentiment Analysis

Sentiment analysis contributes to a better understanding of customer intimacy. It’s one component you can use to build a comprehensive, 360-degree view of your current customers and also your potential customers. It’s a way to uncover net new market opportunities and understand the risks involved.

There are a lot of established use cases for sentiment analysis and topic identification for discovering those types of insights, including:

Demand-Driven Supply: Research and development, dynamic pricing, product launch
Connected Experience: Market optimization, brand health monitoring, and customer care and support
Predictive Engagement: Next best action, market basket analysis, and customer lifetime value

Analyzing unstructured data about customer interactions through sentiment analysis can reveal a lot about customer preferences and how they feel about your company. Click To Tweet

Watch this on-demand webinar to go more in-depth about these use cases and see the value of sentiment analysis in a demo using TIBCO Spotfire^®’s latest native Python data functions.

And to learn more about how sentiment analysis can help your business improve customer experiences, increase brand loyalty, and even increase revenue, read this guide to getting started.

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The TIBCO Blog

Dynamics 365 Customer Engagement (CE) Online Refresh Limitation

September 19, 2020 Microsoft Dynamics CRM

At PowerObjects, our consultants are 100% dedicated to Dynamics 365 and Microsoft Business Applications. In this blog, we would like to highlight a lesson learned from a project when we used Dynamics 365 Customer Engagement (CE) online data source connector, called Instance Web API, for Power BI reports. We published a blogpost in June 2019, “ Power BI Scheduled Refresh Impacts Power BI Report…

Source

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PowerObjects- Bringing Focus to Dynamics CRM

Power BI with Dynamics 365 Customer Engagement Deep Dive Webinar

September 16, 2020 CRM News and Info

Power BI with Microsoft Dynamics 365 Customer Engagement can empower organizations by turning data into knowledge with easy to implement visualizations.

RSM has provided implementations for Microsoft Dynamics for over 30 years with over 2,000 clients across the country. In this recorded webinar Brian Connelly and Faisal Muhammed take a deep dive into Power BI with Dynamics 365 Customer Engagement.

Power BI with Dynamics 365 CE

Video Transcription:

Hello and welcome to today’s RSM webcast – Power BI with Dynamics 365 CE: Empowering organizations by turning data into knowledge with easy to implement visualizations. Our presenters for today are Brian Connelly, Senior Associate with our Business intelligence, and Faisal Muhammed.

Faisal: Thank you and hello everyone. Welcome to this webcast. My name is Faisal Muhammed, and I’m a manager in our business intelligence group out in the Boston office. I’ve been with the firm for 11 years now. I would now turn to Brian for him to introduce.

Brian: Hello, everyone, I am Brian Connelly. I’m a senior associate at our Blue Bell office. I have about eight-plus years in Business Intelligence, and I’ve been with the firm for about two years.

Faisal: Thank you, Brian. So here is the agenda for our webcast today. Before we talk about Power BI and Dynamics 365, I’d like to give you an overview of our Business Intelligence services. There are five key services that we offer. The first and most important one is Strategy. Strategy focuses on understanding the businesses, processes, business objectives, and developing a road map to meet those business objectives. The key here is to align data and analytics with the overall organizational strategy.

The next service is Data Foundation, which focuses on the integration of data from multiple disparate data sources into a trusted and understandable form. For example, if you have your data residing in the ERP systems, CRM systems, and/or other systems, data foundation integrates data from all disparate data sources into a repository to provide a unified experience. This repository works as a foundation for all of the reporting and analytic needs of the business.

The next service is Reporting and Analytics. It focuses on providing the finalization of data into usable information and knowledge. There are four basic types of analytics that we provide here at RSM. First is Descriptive Analytics, which focuses insight on what happened into the past. Diagnostic Analytics focuses on why something happened or why something did not happen. For example, why did we miss our target this year? Predictive Analytics focuses on understanding the future. Predictive Analytics provides advice on possible outcomes, and this is an example – if we think we are going to miss our target this year, these analytics will provide suggestions on what can be done to still hit the targets. The next one is Information and Delivery, which focuses on how end-users consume the data or consume the reports and analytics. It’s a collaborative process that helps users navigate several delivery options and help them select the right interface at which they interact with the data. This interface could be a portal, either in the cloud or on-premises. It could be a mobile device, or report and analytics could also be embedded on applications that users utilize on a day to day basis and applications that they are familiar with. Finally, Support and Maintenance focuses on supporting and maintaining customers’ BI infrastructure to ensure business continuity. It provides continuous training to customers and makes sure that their solutions are up to date and will benefit from product upgrade and so on. So that was a quick overview of our BI services here at RSM. Feel free to reach out to us if you have any questions. And with that, I am going to turn over to Brian Connelly.

Brian: So for the remainder of this presentation today, we’ll focus on the introduction to Power BI. We’ll talk about Power BI with Dynamics 365 and we’ll provide a demo.

So let’s start with Power BI. It has several layers, and the first layer is the Power BI Desktop. For most, it is considered a free application and allows users to do analytics and connect to data sources. Then there’s the Power BI service and it is a software service application that allows end-users to interact with organizational data. So really what we’re talking about is within the desktop we’re preparing the information they need to be presented or exploring or analyzing our information and then we’re building reports and sharing with them and collaborating with our colleagues.

The three elements. There’s the Dataset, and so particularly with CRM, the question is what data is coming out of CRM that will be used to build the reports? Then we have the Power BI report, which consists of one or more visuals, and it could also consist of one or more pages. It can combine data sets from different sources. We can also pin to the same reports to multiple dashboards for the Power BI service. And then most importantly, it allows for the users to drill through and interact with the dashboard not only from our information at a glance but also those additional insights that standalone reports don’t actually deliver. Then there’s the Dashboard, which consists of one or more report visuals and it could also include an entire report at the dashboard. They are listed as your own, or it might not have been created by you, so this is the part around collaboration, wherein one person can create the dashboard within the organization or someone can create their own dashboard for the Power BI. Again dashboards allow for interactivity, but you’re not able to drill through, and so normally within the Power BI we use dashboards and reports for different purposes depending on the business requirements and what needs to happen.

So let’s talk about the data sources. As I have mentioned, when developing the different visuals within the report element, we can connect Power BI to multiple data sources. So we can connect Power BI to file sources and this could be your standard Excel report data, it could be a text or CSV as well as more technical XML. We can connect to multiple types of database, SQL database, MYSQL database, etc. Of course, there’s the cloud aspect so we can connect Power BI to hazard databases as well as hazard warehouses and analysis services, etc. Power BI can connect to online services. With Dynamics 365 there is a direct connector from Power BI to CRM online. Dynamics you can connect to Google Analytics and such, and there are plenty of connectors to connect to your OBDC connectors and such. This is important because there are over a hundred different types of connectors and so when you think about your organization data you may have to share on data, and you have some other source of information that you want to merge within your Analytics goal. This is really important to identify what sources with the Power BI are enabling connectivity to.

So let’s talk about Power BI with Dynamics 365 CE. So as mentioned the Power BI connector for CRM. Every CRM platform there’s the developer references in the settings to provide the web API. Once Power BI connects to the CRM 365 connector, it is as easy as placing the URL into the connector and then see the list of the tables within your environment. This includes the out of the box CRM custom entities as well as the custom entities. So whatever exists between your CRM environment would be available to the web API such as opportunities, leads, and accounts. Now when you connect to the web API, you don’t need to bring every element or every cable from CRM into Power BI. So the best practice is really choosing which cables are you going to develop your reports on and try to minimize the cable and the data on your file.

Power BI allows for quick insights. So this is really so that everyone will know the passwords. So AI or artificial intelligence. So the ability for Power BI to analyze you on data is really AI-assisted right so we’re talking about interactive data based on authorizations and we’re talking about using the cross-data visuals to take our data, aggregate it and find particular insights fast. What’s really interesting is that the AI-assisted visualizations, Power BI kind of maps your data and enables you to look for additional insights that exist within your underlying data. Visualizations within themselves can include a large spectrum of factors such as comparison, change over time, your flow and ranking, etc. It really enables rapid insights within the data set.

One really fascinating feature within Power BI we’ll see is that you’re able to ask questions about your data. So discovery of who is our most profitable customers or discovery of how many new leads were generated and by who were they generated. Which products should be inventory? So depending on your organization, and thinking about the questions you would ask yourself, you can barely type in a question using natural language and Power BI is going to return results for you. Some key considerations when you think about the Q and A, which uses common phrases with the natural language. That means, if your data set is a lot more technical and scheme-structured, then you might want to think about providing aliases for particular fields to put them into more commonly used terminology. Their Q&A is also going to provide an answer that it considers best. So when thinking about Power BI reports you have multiple data sets – that the questions you ask can be asked from both data sets. It’s going to view both data sets and return whatever the best results are. So you may ask what does that mean? So think about it this way: if you have one data set and it had a set of your customers and then you had another data set and had a different subset of customers, or you ask ”who are our top customers based on sales volume?”. So sales volume and customers on both data sets is going to answer that question based on the best possible answer between both data sets.

Power BI and drill-through on your CRM Visual. This is a really special feature within Power BI. You create the particular drill-through reports that allow the user to drill in through different subsets of data that it’s aggregating what the result says. To put that into context, think about this visual: you have a column chart and it is showing the count of open opportunities over different quarters of the year. So, what are those opportunities? This is what the drill-through features, and it is really helpful in understanding the data by interacting with that particular column/visual that you are interested in. You can drill in and actually see the details. It is the ascertaining of additional details that really drive insights. Another helpful example is that you have a call center and there was an additional increase in the average speed to answering a phone call. Using Power BI and depending on your data structure and the data set, you can drill into that particular detail and find out or peek into our average speed to answer, we can see that we stocked well and the call volume was high, and the result was an increase into our average speed to answer.

Going back as I’ve mentioned with the data visualization tab in AI assistance, which was kind of built into them, is analyzing your CRM data. Your Power BI and CRM, deliver additional insights based on the visual, so what is driving the increase or decrease for the measure? So if you think about the visual where you see maybe growth, right? So we’re looking at sales growth or some kind of aggregate overtime, by clicking and saying ”analyze this for you”, Power BI using machine-learning algorithms, we’ll be able to provide you that this increase is being driven by these users. Or this increase is being driven by this product line. So that’s a really important feature within Power BI and how it’s going to continue to drive additional insights as long as you interact with the report. There are also considerations particularly with the analyzer and CRM, where one of the key points is that it’s only going to be based on the previous value. So when you think about your visual and say analyze this, it’s going to look at the consideration based on each previous period right?

Another key feature in Power BI that we see most organizations are loving and using is the Analyze in Excel. So often we have the Power BI and dataset built inside the report, we have the data visualized. But we do have users within organizations that want to work themselves for the data, so within Power BI and once this is deployed, there’s a feature called ”Analyze in Excel”, which connects Excel to the Power BI dataset and it allows users to use what looks familiar to a pivot table. So users are able to drag and drop the dimensions that they want to look at and create their own charts and analyze the data differently than what’s being presented. One key piece of information here to is depending on how Power BI is structured when Power BI is deployed, and you set up the data set that we want scheduled, once you analyze an Excel and download it, you are able to save that particular file as long as you have permission to view that report, allows the users to save the Excel file and reopen and refresh it, and the information within that Excel file will be as requested as the data set that the Power BI dashboard is built on. We are allowing end-users to not just visualize it within the dashboard but they would go in and have additional capabilities for analyzing what the changes are and the like. One other thing to consider is that this does work with SQL server services, and another key point here is that the data within the Excel file when you analyze an Excel is only as fresh as the dataset that is being provided to it.

So some standard features that most organizations do like is that Power BI has the ability to email the report view, which is important for one of those cases like ”I don’t wanna connect my phone to Power BI at this point. I just want to come into the office on a Monday morning and see the report within my email.” So the subscription to emails is really valuable. The email itself could only be sent daily or weekly or any other frequency. Though you have a Power BI report looking at your CRM data, and you’d want that report to come out daily, it’s only gonna send it once. In some considerations wherein the report is including low-level security, this will restrict the ability to email the report. The emails are sent just when the underlying data set has been updated or refreshed. Once the data set for that report has been refreshed, that’s the trigger for the email to be sent.

Another feature when you think of your CRM data and how Power BI plays is the ”Power BI and Mobile View”. With the mobile app, you are able to connect your phone into Power BI, you can see whatever dashboard that has been created presenting your information. One additional feature here is that you can take the dashboard or report that has been created for wide consumption within the browser and then you can create the view for mobile. From a mobile view, the things that you would consider is we do see many visuals. So you’d want to keep the key visuals and then remove anything that is not valuable. The mobile view also allows you to rearrange the information at random, offering flexibility. The key point here is that when you are creating the mobile view, you can optimize it by having multiple pages and or just a single view. Users can also go to their powerful dashboard to see the different levels of context that support whatever the dashboard is about.

Let’s explore what this looks like from the user. So as we covered the drill-through, the ability to analyze, we talked about interactivity, this particular view that I’m going to share to you is on a browser so this is not a mobile view. The first part, I talked about interacting with our data, taking the static view of the dashboard and looking at what is happening with those numbers. In the table above, here we’re looking at just opportunities, a total of 87. It’s broken down to several factors: open, won, etc. Then we look at account ratio, account won ratio and account lost ratio. Account ratio is the number of opportunities that an account would have, what is the ratio of won opportunity for an account, and also the lost ratio with the same logic.

So we’re interacting with CRM data. If I hover over a column, it will show me a tool kit that shows me the estimated close and the number of opportunities. This tool can be customized. When I click on Open Opportunities, it updates the Open Opportunities by Closed Probability. One of the opportunities has 80% closed probability, while 3 have 60% and one has 40%. We have the total five counts as well as the close probabilities. We can also look at the Total Amount by Opportunity at the right portion. When we click on won opportunities by account, you can see that there are six opportunities that are won and you can see how it interacts.

If we look at the open opportunities by Sales Stage, you can see that for these two open opportunities that the open opportunity value is at $ 2.79M. Just by clicking throughout your dashboard, you can interact with the dashboard and gain additional insights.

The drill-through can be a visual format like a table or additional insights, like a pie graph or bar graph. The details are as customizable as the report itself. The idea here is to give additional context to whatever you have seen on the front layer. So if you were looking at leads or any kind of entity within your organization regarding your business process, this is going to aggregate it and give you the additional detail. For open opportunities, I can look at them by region, by national account, by sales rep, etc.

One other piece is the ‘Analyze’. This is the AI being built on top of what the reports are showing. You can have insights based on Step Name, Account IDs, Postal Code, Owner ID, Sales Page, etc. All of the insights being provided comes from your dataset.

The email subscription is where you use your active directory. You can add anyone who is in your organization. They will receive a report embedded in their email upon receipt. The manage subscription option allows you to easily find which subscription you need to update.

If you have five or twenty reports, there might be a need to sort them by need or importance, and you can do this by pinning the important ones and then create new dashboards for them. Both the reports and the dashboards can be shared within the organization. Your colleagues need to have access to the original report that you are sharing as well so they can view it. There is a level of detail when it comes to permissions.

You may want to see who’s using the insights from CRM. So you build a CRM dashboard, you want to see how well it’s being leveraged, and for some of those things, you can look at the Usage Metrics. You can see data such as the views per day, unique views per day, and views by user.

The home page is as shown below:

At this point, we covered a lot of material over what Power BI can do for your CRM data. The key takeaway is (1) There is a direct data connector from Power BI to CRM online. (2) There are 3 elements: the dataset (the data connector connecting to CRM, the tables that you want to bring into your dataset), the report (the visualizations built on top of the dataset), and dashboards (the additional capability within the Power BI service that allows you to pick or create your own dashboard based on the reports).

Q & A:

1) Is Power BI able to connect to CRM on-premises?

Yes, and to be able to do that, you use the Out of the Box SQL server connection on a desktop. So when you open your Power BI on a desktop, when you click on good data, you will click out all of the Out of the Box connectors and one of the connectors is SQL server. So select that and you specify the name of your CRM server and there you go. As long as you have access to the database, you will be able to connect to the connection that I have just mentioned.

2) Is Power BI free with CRM?

It depends on the types of customers. The retail of Power BI probably has two different types of versions – Power BI free and Power BI Pro.

Power BI free is pretty much free for personal use. For example, if I want to connect to CRM, my ERP systems, and some other systems to create my visuals, dashboards and publish them and use it on my own without sharing to my colleagues, then up to that point it’s free.

As soon as I want to share my content with my colleagues, that’s where we need the Power BI Pro, which is $ 999.99 per user per month.

3) How does CRM join other data sources?

Power BI is capable of connecting to Dynamic CRM, as well as other data sources such as Dynamics ERP, AX, and GP. It can connect to Dynamic CRM either on-premises or in the Cloud. It can connect to your ERP system or payroll system and much of the data within the Power BI desktop so that when you pull the data into the Power BI for reporting, you would not even know where the data is coming from. It would be all seamless.

Listen to the full recorded webcast here.

RSM is an award-winning Microsoft partner, recognized for our ability to satisfy the needs of Dynamics customers in multiple industries. Our proven methodology helps you take full advantage of your Microsoft investment. With over 950+ consultants across the U.S. supporting our technology consulting practice you can be confident that we assembled a team based on your industry and technical needs.

Contact RSM online or call at 800.274.3978.

By RSM US LLP, www.rsmus.com/dynamics

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SugarCRM Adds AI to Sweeten the Customer Experience Pot

September 8, 2020 CRM News and Info

By Jack M. Germain

Sep 8, 2020 5:22 AM PT

SugarCRM last month announced its acquisition of Node Inc., an artificial intelligence (AI) platform that leverages customer relationship management data and vast external sources. This marks the fourth acquisition by SugarCRM since the company’s investment by Menlo Park-based Accel-KKR in August 2018.

The three previous acquisitions of Collabspot, Salesfusion, and Corvana are part of SugarCRM’s collective services for two million enterprise users across 120 countries. The newly acquired technology capabilities from Node could be the ultimate solution to the big data problem CRM platforms face — and will fuel Sugar’s time-aware customer experience (CX) platform.

The bolstered technology will usher in the new paradigm of HD-CX — High-Definition Customer Experience — by bringing greater fidelity to CRM. It will also contribute to the platform by automatically forecasting expected outcomes and highlighting previously unforeseen challenges and opportunities.

Time-aware technology is the long-awaited innovation that will hopefully solve the lingering fail point of conventional CRM software. Traditional CRM solutions are great at tracking the current state of customers, according to Craig Charlton, CEO of SugarCRM. The problem is that “current state” is a single point in time — right now, he said.

“Its solutions are lost the moment something changes. Truly insightful facts emerge when you can track how customers engage over time,” Charlton told CRM Buyer.

SugarCRM is the only customer experience platform built on an advanced event stream database that records every change event in the customer journey and then predicts future outcomes, he asserted.

CRM Buyer discussed with Charlton the current state of CRM platforms and how artificial intelligence is key to improved sales, service, and predictability in automated CX.

CRM Buyer: Why does time-aware technology matter to CRM software?

Craig Charlton: Having a full historical view enables time-aware insights, such as the average time that leads spend in each stage of the pipeline, comparing current sales performance to any past period, and knowing when current performance is outside of historical norms.

SugarCRM also extends time-awareness into the future through AI-based predictions. Accurate predictions enable companies to make better business decisions, manage risk, and identify and respond to problems and opportunities more quickly. That gives companies rich insight into the past, present, and future of their customers and customer-facing business processes.

CRM Buyer: How does this time-aware concept differ from other AI-driven CRM platforms?

Charlton: Traditional CRM systems show a funnel, but it is a static view of that funnel. What it does not show you is how that funnel evolves over time, or where and why leads drop out, as well as how long they spend in each section of the funnel.

86836 Craig Charlton SugarCRM Adds AI to Sweeten the Customer Experience Pot

SugarCRM CEO Craig Charlton

With the combination of Node’s AI capabilities with Sugar’s time-aware customer experience platform, companies can achieve an unprecedented view into the past, present, and future of their customers and customer-facing functions. Node’s key differentiator is the accuracy of its predictions.

That accuracy is made possible through model data enrichment. Node augments the data from its customers with people, company, and market data sourced from a variety of public sources. This model data enrichment enables Node to deliver exceptionally accurate predictions, even with limited or incomplete CRM data, and to consider factors in its predictions that aren’t typically represented in CRM data.

CRM Buyer: How does the acquisition of Node fit into the SugarCRM environment?

Charlton: Node’s AI technology helps complete Sugar’s high-definition CX platform we have been honing and are delivering to the mid-market. The value of Node’s full deep learning platform enables Sugar to rapidly build, test, and deliver predictive models in Sugar’s products, each of which can focus on specific use cases that have challenged sales, marketing, and service teams for decades.

CRM Buyer: Is Node a fully-absorbed part of SugarCRM’s business structure or a subsidiary of the company?

Charlton: SugarCRM acquired Node’s AI-as-a-Service platform, and its team of 30 are all joining Sugar. Node’s valuable skills and expertise will help accelerate Sugar’s development plans centered on AI and deep learning.

CRM Buyer: How is Node’s technology able to improve on the inherent inaccuracy of heuristic-based approaches produced by deep-learning logarithms?

Charlton: Deep learning models are limited by the quality and quantity of input data, which historically has been inaccurate or incomplete in real-life CRM implementations. Node’s deep learning models identify signals with up to 81 percent greater accuracy than heuristic-based approaches to deliver the tangible benefits of heightened performance and true predictability.

Node augments data that companies collect about their customers sourced from a wide variety of public sources. Without this model data enrichment, other approaches are limited to the information that a company had the foresight to collect and is biased towards the data the company felt was relevant at the time they implemented their customer systems.

Enriching the model data enables Node to deliver exceptional predictions, even with limited or incomplete customer data, and it will consider factors in its predictions that simply are not represented in the company’s systems. Node will surface answers that the company’s data did not cover and raise questions that the company did not even know it should be asking.

CRM Buyer: What has contributed to SugarCRM’s popularity over other CRM platforms?

Charlton: Sugar’s focus on four key pillars is something we feel passionate about and our customers know it. In fact, Sugar ranked among the highest for customer retention rates of all ranked vendors in the recently released Gartner Magic Quadrant for Sales Force Automation. Our Net Promoter Score (NPS) — a metric for assessing customer loyalty for a company’s brand, products or services — is consistently in the mid-90s, which is unheard of for enterprise software.

CRM Buyer: How significant are the four pillars you mentioned?

Charlton: Our four pillars include time-aware with predictive insight (as core to our products, not an add-on), no-touch information management, continuous cloud innovation, and a commitment to our customers.

CRM Buyer: That sounds like in-house marketing jargon. Are these four pillars actually an essentially guiding technology or fancy product description?

Charlton: Here is a bit more about what those pillars mean:

Time-Aware is an innovative feature where SugarCRM leverages a time-aware event stream database that records every change inside the customer journey, enabling companies to rewind the past, understand the present, and predict the future. Predictive AI will be embedded into our products (core not as an add-on) driving improved customer acquisition, expansion, and retention.

No-Touch Information Management enables users to spend less time entering and finding customer information. Instead, they spend more time actually doing high-value work.

CRM Buyer: So how does that translate into a better CRM product?

Charlton: Here is how No-Touch works:

1) We look for every opportunity to automate the collection of data. We search for ways to make it an automatic byproduct of the user working by engaging with customers, using other tools and systems. We want to eliminate the need to copy and paste, or manually enter information.

2) We look for opportunities to process and analyze data automatically to extract insights and next best action guidance. So a user does not have to interact with the system to get it to do something.

3) Finally, No-Touch is about delivering customer information directly to users in-context with what they are doing, so they receive key insights just when they need them.

CRM Buyer: Now what about the other two pillars?

Charlton: Continuous cloud innovation is a feature not available in other platforms. SugarCRM is built to leverage AWS’s cloud computing capabilities. This
means that Sugar’s cloud solutions can innovate at a pace that is unmatched by our competitors while simultaneously providing best-in-class cloud infrastructure. The Sugar platform does this at a very reasonable price.

Besides hosting, we are currently leveraging 34 AWS advanced computing services, and we are growing that number at a rapid rate. These are technologies that proprietary cloud vendors in our industry would have to make prohibitively large investments to match.

Customer commitment is both a continuous product objective and a solemn business commitment. We do what it takes to help our customers create customers
for life. With the highest customer retention of all vendors in Gartner SFA MQ, industry-leading NPS, and rave reviews on G2, our customers tend to agree.

CRM Buyer: How widespread is the use of AI in CRM platforms today?

Charlton: While there are several CRM vendors incorporating AI into their platforms, SugarCRM’s approach is unique in three key ways. I already detailed the
time-awareness feature. The second unique approach is model data enrichment.

Remember what I said about how Node augments the SugarCRM data with
curated data? Competitive solutions rely solely on the more limited information available in their CRM.

By contrast, SugarCRM’s AI performance delivers exceptional predictions, even with limited or incomplete CRM data. It considers factors in its predictions that simply are not represented in the CRM. By embedding AI into our core products, SugarCRM enables customers to avoid the time, cost, and technical expertise required by competitive AI solutions.

When you add all these together, we have a solution that democratizes the power of AI, making unprecedented predictive insight obtainable to all companies, regardless of size, business maturity, or technical sophistication.

Jack%20M.%20Germain SugarCRM Adds AI to Sweeten the Customer Experience Pot
Jack M. Germain has been an ECT News Network reporter since 2003. His main areas of focus are enterprise IT, Linux and open-source technologies. He is an esteemed reviewer of Linux distros and other open-source software. In addition, Jack extensively covers business technology and privacy issues, as well as developments in e-commerce and consumer electronics. Email Jack.

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CRM Buyer

The Importance of Knowing Your Customer in the COVID-19 Era’s “New Normal”

September 5, 2020 Microsoft Dynamics CRM

In the days before COVID-19 (ahh, remember those simpler times?), you probably had a pretty good handle on who and where your customers were, as well as their consumer journeys and perhaps a few tried-and-true strategies for converting leads to revenue. Fast forward to today, when businesses around the globe are looking at a severely altered buying landscape. Not only has this dramatic shift…

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PowerObjects- Bringing Focus to Dynamics CRM

JourneyTEAM wins Microsoft’s 2020 Partner of the Year Award for Media & Communication Industry | Dynamics 365 Customer Engagement

August 25, 2020 Microsoft Dynamics CRM

Microsoft recognized JourneyTEAM as one of the top partners who demonstrated excellence and leadership in Microsoft technologies, specifically for Dynamics 365 Customer Engagement (Media & Communication).

Over the past year, JourneyTEAM has seen enormous success. In addition to aligning with Microsoft’s vision, JourneyTEAM has increased employee trainings, headcount, and solution offerings. Recognizing their successes, Microsoft awarded them the 2020 MSUS Partner of the Year Award for Dynamics 365 Customer Engagement (Media & Communication).

Several of Microsoft’s partners were honored at this event for showing greatness in solution innovation, customer impact, leadership, deployment, and an incredible application of Microsoft technologies. Winners were chosen from a pool of over 3,300 nominees from hundreds of countries around the world.

“Their work to enable our mutual customers to achieve more shows JourneyTEAM’s dedication to success and they stand out as a model other US Partners,” David Willis, Corporate Vice President, US Partner Group at Microsoft said as he explained why JourneyTEAM was selected as a winner.

JourneyTEAM’s work with PBS affiliate WGBH and other organizations was a major factor in securing this award. Microsoft numbers showed that JourneyTEAM’s Dynamics 365 Customer Engagement team saw year-over-year growth of 47% of client wins and total revenue.

“Recognition as Microsoft’s top partner for Dynamics 365 Customer Engagement underscores JourneyTeam’s focus on helping organizations achieve successful digital transformation,” said Eric Beins, JourneyTEAM’s Head of Dynamics Customer Engagement and Insights. “We’ve selected top talent and streamlined efforts internally, worked with Microsoft, and collaborated with customers to rapidly deploy Dynamics projects.”

Eagle Crystal Award and Other Recognitions

JourneyTEAM was also presented with the Eagle Crystal Trophy, which is given to Microsoft partners who have the highest number of customer adds in Dynamics 365 Business Central. JourneyTEAM saw a 258% year-over-year growth in this solution.

“It’s an honor to be recognized as one of the top Microsoft partners,” JourneyTEAM COO Brain Tenney said. “Especially in the category of Dynamics 365. This award shows that we are headed in the right direction and recognizes all of the great work we are delivering to our clients.”

You can see additional MSUS Partner Award winners here. Every winner was honored during the general session of the 2020 Microsoft Inspire conference.

Contact JourneyTEAM today to see how we can help you with your next project.

Article by: Dave Bollard – Head of Marketing | 801-436-6636

JourneyTEAM is an award-winning consulting firm with proven technology and measurable results. They take Microsoft products; Dynamics 365, SharePoint intranet, Office 365, Azure, CRM, GP, NAV, SL, AX, and modify them to work for you. The team has expert level, Microsoft Gold certified consultants that dive deep into the dynamics of your organization and solve complex issues. They have solutions for sales, marketing, productivity, collaboration, analytics, accounting, security and more. www.journeyteam.com

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CRM Software Blog | Dynamics 365

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