Microsoft Dynamics CRM uses SQL Server Reporting Services to generate reports for CRM data. If you have the need to modify or design your own reports, you will need to first make sure you have the software that helps you design and publish reports. The software I am referring to is the Microsoft Business Intelligence Development Studio aka BIDS.

Once you have it installed, you will be able to create SSRS reports. In order to however connect to Dynamics CRM, the BIDS software will need a method of connecting to your Dynamics CRM web service layer to authenticate and pull data from it. This piece is referred to as the Microsoft Dynamics Report Authoring Extension.

The CRM2011 version can be found on Microsoft's site with a quick search:
http://www.microsoft.com/en-us/download/search.aspx?q=CRM+2011+Report+Authoring

The install is pretty straightforward. I did however run into an issue with the following error message on my Win7 64 bit machine:

Setup cannot continue because a pending restart is required.

Here is what the error message looks like:

This error appears to be a result of the presence of the RunOnce registry key. I removed it from the following location:
HKEY_LOCAL_MACHINESOFTWAREMicrosoftWindowsCurrentVersionRunOnce
Also since I am on a 64 bit machine, I did a registry find and removed it from the WOW64Node area in the registry as well.

Once the registry issue was cleared up, the installation proceeded and I was able to build my reports.

A Training Book for SugarCRM End Users

Today, we are excited to announce the availability of Getting Started with SugarCRM Version 6.x for the Kindle. Published by Technology Advisors, Inc. and endorsed by SugarCRM, it’s the first in the SugarCRM Foundation Series, available on Amazon. The electronic book provides end users with comprehensive and in-depth instruction for SugarCRM – the leading, open source Customer Relationship Management application. Through step-by-step instructions, it guides sales, marketing, and support users on how to use all of the tools and features of SugarCRM.

The 419-page book shares Best Practices and timesaving tips. From navigating the SugarCRM workspace and configuring dashlets to creating custom reports and sending email campaigns, Getting Started with SugarCRM Version 6.x will get users on the path to maximizing SugarCRM’s capabilities to meet the unique needs of their organization. The Kindle Edition of the book can be read on any Kindle device and any device with the Kindle app. It can also be read from a computer using free Kindle software available from Amazon. Visit Amazon and download your copy of Getting Started with SugarCRM Version 6.x today!

Today we are excited to announce the release of Getting Started with SugarCRM Version 6.x: Interactive Edition on the iBookstore℠. Published by Technology Advisors, Inc. and endorsed by SugarCRM, it’s the first in the SugarCRM Foundation Series. The book provides end users with comprehensive and in-depth instruction for SugarCRM – the leading, open source Customer Relationship Management application. With interactive quizzes, how-to galleries, and videos, it guides sales, marketing, and support users on how to use all of the tools and features of SugarCRM.

The 247-page book shares Best Practices and timesaving tips. From navigating the SugarCRM workspace and configuring dashlets to creating custom reports and sending email campaigns, Getting Started with SugarCRM Version 6.x:  Interactive Edition will get users on the path to maximizing SugarCRM’s capabilities to meet the unique needs of their organization. This version of the book, compatible with iPads® only. Visit the iBookstore and download your copy of Getting Started with SugarCRM Version 6.x: Interactive Edition today!

If you are like many companies, you likely have multiple system stakeholders -- executives, management, and front-line employees (main end users) that have some level of interest and ownership in your CRM system. Each of these system stakeholders has one primary question in mind: "What's in it for me?"

Important keys to maximizing user adoption are gaining a clear understanding of each stakeholder group's needs, maximizing the benefit for each of them in the CRM system's design, and then training them how to most effectively leverage the system. Actively practicing these important keys will help you achieve the return on investment goals you have put in place for your CRM initiative.

Getting stakeholders involved early helps achieve the "buy in" they need to feel how important their part in the CRM process is, making them more likely to "adopt", and use, the system.

While preparing to embark on your CRM initiative, place extra emphasis on gaining user adoption and company-wide buy-in. Creating as many WIIFMs (What's In It For Me) as possible for your various stakeholder groups will go a long way towards helping your CRM initiative, and ultimately your organization, succeed.

I recently sat in on one of Microsoft’s “Meet the Experts” live webcasts about Social CRM. Microsoft® Dynamics CRM Director, Matt Keenan, led the discussion and explained to us the pillars that compile Social CRM.

Social CRM Pillars

1. Search

2. Connect

3. Collaboration

4. Understand

The first component, search, must be executed for Social CRM to be effective in any capacity. We must make ourselves easily found. With so much so readily available to us, people are not going to go out of their way to find us. We have to make ourselves searchable in a way that integrates with their daily life. 

We need to be able to engage quickly, seamlessly and intuitively. We must allow others an easy way to connect, as well as disconnect, with us at their leisure. The can “like” or “dislike” us. They can “follow” or “unfollow” us. 

Social computing is all about collaboration, being active, engaged and upfront with people. Let them collaborate with us. Let them rate us. Allow them the ability to engage with us. 

Only half of understanding is collaboration. The other half is the analysis. The value of the social world is magnified when, not only can you see trends, but when you react to them. 

What I have heard over the years is simply that it takes too long. Really? Let me share the steps to tracking lost sales. Let's assume that your CRM is setup for now. When a sales person is closing an opportunity, on most of the top CRM applications, there is a pull-down list of reasons in the same box. Select the reason and that's it. So, to track the reason for lost sales in a CRM it requires adding two, possibly three, clicks. I don't believe that three extra clicks are over-burdensome.

Sage SalesLogix, ACT! and Microsoft Dynamics CRM have pop-up windows. SugarCRM has an additional tab and requires the extra click.

Remember, we assumed that your CRM was setup. Ok, let's backtrack for a minute. The only setup required is for management to determine some reasons and to get them into the list. All of the CRM systems come with reasons. Some reasons are generic and everyone can use them. You will need to determine if there is anything specific about your business that you will need to add. Don't kill yourself creating the list. Spend an hour and go from there.  

Here is a great starting list:

• Poor Follow-up
• Indecision
• Wrong Decision Maker(s)
• Lack of References
• Lack of Expertise
• Lack of Resources
• Unknown
• Column Fodder (Not a true competition, you were just brought in as an extra bid)
• Other
• Out-sold
• Wrong Target

(For the following, I would be inclined to have an ROI check box at the opportunity level but that would require some customization)

• No/Lost Budget - ROI Discussed
• No/Lost Budget - ROI Not Discussed
• Insufficient Budget - ROI Discussed
• Insufficient Budget - ROI Not Discussed

Seven to twelve reasons is a good start. Be careful not to use something as general as 'bad fit.' Bad fit could mean a whole host of different things such as, not a cultural fit, a company that isn't in your sweet spot, either too large or too small. Also be careful not to get to granular and have too many values.  If a reason is not on the list, then we use the 'other' value and then require some keywords in the description. You may find that 6 months down the road, you are noticing other reasons for losing sales, so just go add them then.

Normally, I would say that once you start gathering data (I'd give it a few months), then create your dashboards and reports on why sales are lost. However, if you are starting a new process, it's actually better to at least understand if your sales reps are inputting the data.

Create the following dashboards, views/groups or reports (depending on the CRM system you are on:

Lost Sales missing Reasons - I would view this as a list

• Opportunity or Actual Close Date = This Year
• Opportunity Status = Lost
• Opportunity Reason = Does Not contain Data

Reason for Lost Sales - I would view this as a pie chart or graph
• Opportunity or Actual Close Date = This Year
• Opportunity Status = Lost

In my research I came across this very interesting, differing point of view. 
There are only 2 reasons why you lose a sale.

Tracking lost sales can actually help you generate more revenue. How you say? Only by understanding why deals are lost, can you continue to improve your sales processes, products and sales team’s performance. I am personally addicted to data and as a former salesperson, I always tracked my sales, both won and lost. By having data, you can see trends and analyze your wins and losses. Only through improvement can you generate sustained revenue growth.

As a consultant however, I rarely found companies that would take the steps necessary to track the data and I needed to understand why. I recently started a discussion in two LinkedIn groups to try to gain some insight into why a company wouldn't track the reasons for lost sales. The title of the discussion was "Do you track the reason for lost sales? Why?"

I got some great responses as to why you would track the reasons for lost sales, but no one would actually admit to not tracking their lost sales. What a disconnect! In most of my 10 years of consulting, it was rare that a company actually took the steps necessary to track a lost sale.

What I have heard over the years is simply that it takes too long. Really? Let me share the steps to tracking lost sales. Let's assume that your CRM is setup for now. When a sales person is closing an opportunity, on most of the top CRM applications, there is a pull-down list of reasons in the same box. Select the reason and that's it. So, to track the reason for lost sales in a CRM it requires adding two, possibly three, clicks. I don't believe that three extra clicks are over-burdensome. Click here to see more on Best Business Practices for Tracking Lost Sales in CRM.

What you will find is that sales people that really want to excel will want to track both their won and lost sales. Here are some great quotes from the LinkedIn discussion:

 "I've learned over the years that I've never ‘Won’ a deal, I just ‘Lose’ very few of them because all deals are ours to lose."  What a novel concept!

 "... Great insight can be gained from understanding losses, competitive insight, process deficiencies/inefficiencies, relationship issues, pricing and general funnel management. But it is also important is to understand why and how you won as well. It’s the full 360 view of your customer engagement that provides healthy balanced corrective actions. "

 "Sales people should always learn and adapt to improve their skills; feedback from their prospects or existing clients is one of the best ways to do that, as these are the targets of our sales actions and the sources, indicators of the success or failure of our actions."

 "The ability to learn from a past failure can help a salesperson improve his/her skills and compensate with future closed deals - but this if and only if the salesperson in question adapts and really learns and implements the knowledge from the mistake."

So now that I've made you feel guilty, go set-up your list and start the process. 

For your research, here is a great white paper that goes into win/loss analysis in-depth.
Why Companies Should Implement a Win/Loss Program

Join the LinkedIn Discussions

Do you track the reason for lost sales? Why? - LinkedIn Sales Management Association Group

Do you track the reason for lost sales? Why? - LinkedIn Sales/Marketing VP's Group

Sometimes all you need is a small change to convert an irritated customer. This was the case recently when one of our clients submitted a ticket about the "Check for Duplicates" button on the Insert Contact/Account screen.

It seems that even though they filled out fields on the form and pressed the "Check for Duplicates" button, the screen is displayed but no duplicates are found. I guess the argument could be made that this is a training issue, because all you need to do is check the fields you're interested in searching on and press the button again. Therein lies the source of the irritation. The client felt that filling out the form and pressing "Check for Duplicates" should do the trick.

A little sleuthing on our part resulted in a simple change involving two lines of code, also known as 'the ointment.'

Where and how to apply the ointment:

The change is applied to the code file ContactCheckForDuplicates.ascs.cs in the Sage SalesLogix portal. At first it would seem that all you need to do is check all the boxes and you're good to go, but alas, the form doesn't search when it is first opened anyway. This issue is easily solved by adding a line to the OnPreRender method as shown in the code snippet below.

    protected override void OnPreRender(EventArgs e)
    {
        try
        {
            if (Visible && DuplicateProvider != null)
            {
                LoadMatchFilters();
                LoadSourceEntity();
                Mode.Value = "Load";
                LoadPotentialMatches();
            }
        }
        catch (Exception exp)
        {
            throw new ApplicationException(GetLocalResourceObject("LoadErrorMSG").ToString());
        }
    }

The bolded line is a setting that is used by the next line "LoadPotentialMatches()" to perform the search.

Next we have to check all the check boxes to give it something to search on. This is done with a change to the "LoadMatchFilters()" method as shown in the snippet below.

            item.Value = propertyFilter.PropertyName;
            //item.Selected = propertyFilter.Enabled;
            item.Selected = true;
            chklstFilters.Items.Add(item);

Again, the bolded line is the change to make. Be sure to comment out the line above it. 

Now granted this is not an elegant hack, but our goal is to minimize costs and apply a little soothing ointment to a minor irritation.

SQL is often overlooked for programming capabilities. The concatenation function below saved me a lot of time in application programming to simplify presenting a 1-Many data relationship.  This function has been extremely useful for me in report writing, data presentation , etc.

 
The function takes a group of related records and returns a csv of the multiple rows
 
Example…
 
 
Account(Parent Table) ParentID     Name
1    ABC
2    DEF
 
 
Contacts(1-Many Child Table)
ParentID    ContactID    LastName
1    1    Johnson
1    2    Doe
2    3    Smith
2    4    Adams
2    4    Jones
 
Query using the function…
Select Name, ConcatContacts(ParentID) as Contacts from Account
 
Returns
Name    Contacts
ABC    Johnson, Doe
DEF    Smith, Adams, Jones
 
 
 
SQL Script to create function
 
/********Script Function Begin***********/
 
USE [CMRX_SLX626Prod_JM]
GO
 
/****** Object:  UserDefinedFunction [dbo].[ConcatContacts]    Script Date: 06/17/2011 14:48:01 ******/
SET ANSI_NULLS ON
GO
 
SET QUOTED_IDENTIFIER ON
GO
 
 
 
CREATE FUNCTION [SYSDBA].[ConcatContacts](@ID CHAR(12))
RETURNS VARCHAR(8000)
AS
BEGIN
DECLARE @Output VARCHAR(8000)
SET @Output = ''
 
SELECT @Output =        CASE @Output WHEN '' THEN LastName ELSE @Output + ', ' + LastName
END
FROM CONTACTS
WHERE PARENTID = @ID ORDER BY CONTACTID
 
RETURN @Output
END
 
 
 
GO
 
 
/********Script Function End***********/

When using SalesLogix web it is often a good idea to run each portal in a separate Application Pool.  For a number of reasons we may want to find out what Application Pool is associated with each W3WP.exe process.

To find this out, simply open a command prompt via the Start Menu -> Run -> cmd.  Then type in "cd C:windowssystem32" and "cscript.exe iisapp.vbs" to see each W3WP's process ID and Application Pool ID.