Microsoft Dynamics CRM Best Practices for Contacts Who Change Companies

People frequently change companies, bouncing from one employer to another within the same or similar industries. If you work within a particularly close-knit industry, you will undoubtedly have Contacts who change from one company with which you do business to another with which you do business. We at xRM (www.xrm.com) answer that question frequently in our Introduction to Microsoft Dynamics CRM webinar.

As a Microsoft Dynamics CRM administrator, you will have to decide how your organization will handle this scenario. In Microsoft Dynamics CRM, you essentially have two options:

  1. Reassign the Contact to another Account.
  2. Deactivate the Contact record and recreate it under the new Account.

Both options work, but you will have to decide which is better for your organization.
Reassign the Contact to another Account

Your first option is to reassign the Contact to another Account. This process is very easy and only requires that you change the Company Name field on the Contact record.
As you probably know, Contacts in Microsoft Dynamics CRM are typically related to Accounts in the database, although they can also exist on their own. Relating Contacts to Accounts allows all of the Activities, such as Emails, Tasks, Phone Calls, and Appointments, to roll up to the Account level.

Microsoft Dynamics CRM 2013 Contact Management

If you reassign the Contact to another Account, all of the Activities that are related to that Contact will now roll up to the new Account. Watch what happens when Benedict Arnold moves from Uncle Sam Enterprises to His Majesty’s Royal Army.

Microsoft Dynamics CRM 2013 Activity Rollup

By reassigning Benedict Arnold from Uncle Sam all Activities related to Mr. Arnold now roll up to the His Majesty’s Royal Army Account record.

Deactivate and Recreate Contact

The second option is to deactivate the existing Contact record and recreate it under the new Account. Watch what happens when we deactivate the existing Contact record for Benedict Arnold. Notice that we aren’t deleting it. We are simply deactivating it.

Microsoft Dynamics CRM 2013 Contact Activity Rollup

All of the Activities remain related to the Uncle Same Enterprises Account record and we can always Activate Benedict Arnold’s existing Contact record later if we need to.

Microsoft Dynamics CRM 2013 Deactivate Contact

When we recreate the Contact Record for Benedict Arnold under the His Majesty’s Royal Army Account record, none of Benedict Arnold’s previous Activities will follow him. He’ll have a clean slate.

Microsoft Dynamics CRM 2013 Recreate Contact

Which option is best?

The best practices approach for dealing with Contacts who move from one company to another will depend on your particular business and industry. If your Contacts are the most important entities with whom you do business, and you frequently continue to do business with them as they move from firm to firm, you will want to reassign them. This will allow you to maintain the history of communication with that person on one record. For example, if you are a recruiting firm, people are your most valuable asset and you will want to maintain your communication history with your Contacts as they move from company to company. Similarly, if you deal with consultants who move firms, you will likely want to maintain your communication history with that person.

If however, if your Accounts are the most important entities with whom you do business, you should Deactivate the Contact Record and recreate it under the Account that represents the new company at which they work. This option will likely suit most companies better than moving the Contact because it will allow you to maintain the history of communication, as well as the Case history, that you have with that company.

Read More

Increasing Sales and Productivity Course Now Available

As part of our ongoing quest to make the Success Portal a more useful tool for helping companies derive value out of their Microsoft Dynamics CRM deployments, we have begun introducing courses as part of the content. One of the first of these courses, “Increasing Sales and Productivity” is designed to help system administrators boost the sales productivity of their users through the use of the standard sales tools in Microsoft Dynamics CRM Online and Microsoft Dynamics CRM 2013.

The Increasing Sales and Productivity course includes seven videos devoted to Microsoft Dynamics CRM. Success Portal users can access this and other courses at http://success.xrm.com/User/Account/Courses.

Success Portal accounts are free for companies that name xRM as their Partner of Record with Microsoft.

Join the Success Portal for free.

Increasing Sales and Productivity Course Microsoft Dynamics CRM Online 2013

 

 

 

 

Increasing Sales and Productivity

Creating Productive Personalized Dashboards

In this lesson, you will learn how create Dashboards than can drive sales productivity. Dashboards are tremendously effective tools for driving productivity in Microsoft Dynamics CRM 2013 and Dynamics CRM Online. In this video, learn first how to create the personalized components that go into building a custom Dashboard. Then learn how to build and format the Dashboard itself.

Productive Dashboards and How to Use Them

In this lesson, we explain the basics of the Dashboard feature in Microsoft Dynamics CRM 2013 and CRM Online. We cover what a dashboard is, outline some of the commands Users can take with regards to dashboards, and how they can be best utilized to drive productivity.

How to Create Productive Sales Goals

In this lesson, you will learn how create productive sales Goals in Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online. Goals can be highly effective tools for motivating your staff to meet productivity targets. Microsoft Dynamics CRM provides goal management features that help you set business goals in sales, marketing, and service and measure users’ progress towards those goals.

Productive Business Process Flows

In this lesson, we show how you can utilize Business Process Flows to increase efficiency and productivity. Process Flows can increase sales productivity in two important ways: by communicating to the end user the important steps and stages in the sale, service, or custom process that is unique to an organization and by potentially enforcing a standardized system, which so many organizations lack. Business Process Flows also help track critical data elements that must be captured during the process itself, and in conjunction with the appropriate entity, such as the Lead, the Case, or whichever entity or entities support the process.

Productive Sales Goals

In this lesson, we illustrate how to create sales Goals in Microsoft Dynamics CRM 2013 and Dynamics CRM Online that can help your company reach its sales and revenue objectives. In Microsoft Dynamics CRM, Goals allow the user or manager to set metrics for users or teams, and then the data, as it natively populates in CRM, will then “roll up” to show progress around those goals. Once goals are set, the users imply use the system as it is designed, and then the progress toward those goals is nicely revealed.

Productive Workflows

In this lesson, you will learn how to create Workflows that can drive productivity in your organization. A Workflow is a type of “Process” in Microsoft Dynamics CRM 2013 and Dynamics CRM Online, which can automate action, based mainly on changing data. This changing data is generally considered to be the “trigger” that causes the workflow to operate. The automated process that results from the trigger can include the creation of other records, such as tasks, the sending of an email, or updating of existing data. Workflows are productive because they can save time by leaving it up to the system to act upon changing data and perform actions that humans would otherwise need do.

System Dashboards

In this lesson, we identify the difference between Personal Dashboards and System Dashboards and explain how to create a System Dashboard in Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online. System Dashboards, which are viewable by everyone with the requisite privileges in the organization, can be tremendous tools for boosting productivity and user adoption.

Read More