Happy Birthday to me – 2 years as a CRMUG member

Today I am at the first CRMUG event in the UK “North of the border”. Yes, we have our first chapter meeting in Edinburgh, for members from Scotland and the north of England, on November 20th.

I travelled up here by train yesterday and took the opportunity to go through my slides for a quick intro session telling people all the great reasons to become full members of CRMUG (rather than Basic members, or “Subscribers” as they are now called). I wanted to mention how long I had been involved with CRMUG, and a quick look back in my Outlook calendar revealed the strange coincidence that it has been exactly two years to the day!

Back in the mists of time…

On 20th November 2012 I attended my first CRM User Group meeting at Microsoft’s UK headquarters in Reading. I had been meaning to go for a while but something (usually work) always got in the way. The meeting included a roadmap presentation from Microsoft – I think there must have been some stuff about the Polaris release in that one. There were also a couple of customer showcases, including a particularly memorable one from Mersey Travel who were using CRM with a portal built on ADX Studio to manage HR and training for about 4,500 employees of the various transport companies that come under their umbrella in the Liverpool metropolitan area and surroundings.

I won’t mention the name of the other customer showcase, but what stood out in my mind was they had loads of custom entities (many dozens, possibly over 100) – and none of them had a custom icon. A very complex system with some very clever automation and difficult reporting, but it must have been a nightmare for users to navigate.

We even got to meet the amazingly energetic and inimitable CRMUG Director Tony Stein, who flew in specially – he wrote about his take on the event on the CRMUG UK Community forum. When he asked if anyone could pitch in to help out with organising future events, I put up my hand – I don’t know if it was just Tony’s infectious enthusiasm for building a community or some kind of Jedi mind trick, but it worked!

Read about all the things I have had the opportunity to do in two years as a CRMUG member »

CRM User Group CRMUG UK meeting in July 2014

CRMUG LogoThe next UK CRM User Group is in London in less than two months, on Thursday 17th July, and we will be focussing on using Dynamics CRM for managing services.

These might be traditional customer support services, fulfilment or project services, local government services to residents and businesses, or internal process management. The meeting is free to attend for all CRMUG members – and you can sign up for a Basic membership at no cost.

CRMUG UK Q2 Meeting Thursday 17th July 2014, London

Join 100 or more fellow CRM users for the next UK CRM User Group Meeting at Microsoft Customer Centre at Cardinal Place, London (Victoria). Coffee and Reception start at 9:00 am. Don’t miss this opportunity to experience what the CRMUG has to offer you and other Dynamics CRM users!

Registration is now open for this event. Click here to register for this event for FREE

Add to calendar Click to add the CRMUG UK July 2014 meeting to your Outlook calendar

Agenda

We will have multiple tracks for the middle part of the day, so you can choose the session that is of most interest and relevance. We will have a wide range of topics for everyone from business managers and project owners through administrators and functional consultants to the most technical system customisers and developers.

This agenda is subject to change (edit: updated 24th June with latest information), and we do expect to add one or two additional optional sessions to those described below. Also note our CRMUG UK Social Evening on July 16th.

09:30 Welcome & CRMUG News
09:45 What’s New in CRM 2013 Spring’14 release
(aka Service Pack 1, formerly "Leo").
Microsoft UK
11:00 Coffee and Networking
11:15
3 Tracks

Supporting a Changing Business
Skills Development Scotland is Scotland’s national skills body, combining careers, skills, training and funding services. SDS has over 800 CRM users across 50 sites providing services to in excess of 185,000 customers per annum.
SDS has undergone significant changes to its service offering in the last 2 years. This session will describe how a small internal team has supported the changes to the CRM system to support this.
Martin O’Neill, Skills Development Scotland

One-Click Dynamics CRM Deployments
Find out how you can automate the build and deployment processes for your CRM solutions. The session will demonstrate how the latest tools from the CRM SDK, TFS 2013, Visual Studio Release Management & xRM CI Framework can work together to implement end to end one-click deployments of your enterprise Dynamics CRM Solutions across all your environments. This will allow you to deliver CRM more frequently in a consistent and reliable way.
Wael Hamze, CRM Centre of Excellence, Barclays Investment Bank

Round Table – Using CRM for Public Sector services
Local and regional Government, Councils, Social Housing, healthcare, QUANGOs, and many other organisations use CRM in a similar way to provide services to a huge audience of citizens, residents, or businesses. These might be free at the point of use, so the sales module might be entirely ignored, but the service area is likely to be highly customised to suit this type of work. Often there are significant considerations about record security and segmenting access according to type, particularly around data considered "sensitive" under DPA such as physical or mental health, or criminal offences.
Please join your peers to share you experiences of using CRM to meet these challenges and manage public services in a cost effective manner.
Chair TBC

12:15 5 minutes to swap rooms
12:20
3 Tracks

Data Visualisation – Art or Science?
Best practices for designing charts to help people understand their business data effortlessly.
This will cover the "what should I do?" and "why?" rather than the technical ins-and-outs of how to achieve this with a specific piece of software. The main focus will be on Dynamics CRM charts and dashboards, but the approaches are just as valid using Excel, PowerPivot, SSRS or big analytics products.
Adam Vero, CRM Masters

CRM & BPM – Better Together!

Dynamics CRM 2013 is fuelling interest in the potential to deliver new and innovative customer services from CRM.  But without resorting to complex and costly XRM based coding projects, the scope is often limited. Business Process Management (BPM) tools such as PNMsoft Sequence, organisations can realise the full potential of CRM. 
When South West Water migrated to Dynamics CRM, a requirement to deliver critical Service Management functionality in short time was achieved through a BPM approach.
In this session, you will see how to quickly and easily create powerful workflow-driven CRM functionality with zero coding; connect your CRM activities with your existing ERP, SharePoint and other platforms and easily adapt, change and deploy CRM processes in line with changing business needs.
James Luxford, CTO PNMsoft (CRMUG Partner Member)

Round Table – Charity Management using Dynamics CRM
Many charities use CRM for similar things, such as tracking private and corporate donations; organising events, volunteers and regional groups of supporters; and managing services to the community. Are you also using CRM to manage your digital marketing, using built in functionality or third party solutions? If you are using or considering Microsoft Dynamics CRM to manage a charity, come and share your experiences with your peers.
Chaired by Seemant Rajvanshi, Macmillan Cancer Support

13:20 Lunch and Networking
14:00
2 tracks

Stop, Collaborate and Listen!
How to get support from your peers through various online channels
Joel Abbott, XRM Consultant

Demystifying CTI for the common good.
Have you thought about Computer Telephony Integration (CTI) but saw it as black magic? Do the words VOIP, PSDN, IVR, PBX, CLI mean anything?
What about Preview dialling, predictive dialling, power dialling, screen popping…  and now Microsoft has added USD!
This session aims to demystify the area of integrating CRM with telephony. CTI is not just for call centres and can improve any telephone-based customer interactions, so CTI can be a key factor in improving customer service in any organisation.
Rowland Dexter, QGate

15:00 Ask the Experts
A chance for more Q&A with today’s speakers and MVPs
16:00 Close

Location

This meeting will be at Microsoft’s Customer Centre in London

Cardinal Place
80-100 Victoria Street
London
SW1E 5JL

That’s a 2 minute walk from Victoria tube station, serviced by the Victoria, Circle and District Lines.

Who should attend?

All Dynamics CRM users are welcome. We also encourage you to invite your colleagues and other users – email to colleagues, tweet about it, mention it in your LinkedIn groups and other sites..

Partners are welcome to attend provided they are accompanied by a customer. Partners please bear in mind that the objective of regional events such as this is to exchange knowledge and Dynamics CRM experience. Partner personnel should possess deep CRM expertise and refrain from sales activities.

Hope to see you there!

Save the Date – November Meeting

Planning ahead, our next meeting will be on Thursday November 13th, at Microsoft’s UK HQ in Thames Valley Park, Reading.

Add to calendar Click to add the CRMUG UK November 2014 meeting to your Outlook calendar

We hope to have some more great content to share, including some possible encore sessions from CRMUG Summit 2014 which takes place in St Louis, Missouri. Members get $200 discount per person on their Summit passes, and staggered Early Bird rates also apply – for the best prices, register before the end of June.