CRM Strategy & Scoping | Microsoft Dynamics 365 Experts

A successful CRM initiative needs a plan that identifies objectives, high level requirements, priorities, dependencies and potential phases.

Our team will collaborate with your teams to scope out the project and develop a strategic roadmap of your CRM journey ahead.

A roadmap can create common ground and articulate definable goals between senior executives, the Board, and key lines of business for an organisation-wide view.

We’ll help you form a clear view of where you’re heading and exactly how you’ll get there.

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Planning means no surprises

Call us spoil sports – but at Beyond CRM we hate surprises. So should you. A surprise – good or bad, means something hasn’t been fully understood.

When you engage us to help you scope out a project or plan your journey, we’ll be thorough, pragmatic, and upfront.

Beware of any vendor that doesn’t include a scoping or strategic planning exercise. That’s the first warning sign of an impending surprise you’ll ultimately pay for anyway. Trust in our experience, and you’ll definitely save in the long run.

Know where you’re heading

As your organisation matures, your CRM should too.

Your broad vision and strategic outlook should be reflected in your plans for your CRM – after all, your CRM is the core technology that needs to support your growth and aspirations.

If you’ve gone to the effort of building a strategic Sales, Marketing and/or Operations Plan, you need a CRM plan that underpins it.

Know how to get there

Once we understand your immediate and longer term priorities, we’ll work with you to translate this into a prioritised program of work.

We can break this down into manageable phases to match your budgeting cycles and the speed at which your organisation can best engage in the process and adopt change.

Our Scoping and Strategy Experience

We have deployed Dynamics CRM solutions across many segments and industries, for many different purposes. See below for examples that are relevant to this challenge or market, or view and refine from our complete list of experience.

Company segment	Industry	Challenge	Solution	Keywords
Govt. Dept or Authority	Govt - State	CRM Upgrade	Scoping & Strategy	Platform Migration
Customer has a customised On-premise solution, looking to migrate to the Cloud platform. The migration study will scope the functional and productivity improvements and quantify the cost and timeframes
Not-for-Profit	Aged or Health Care Services	CRM Replacement or Rescue	Scoping & Strategy	Customer Service, Compliance Management, Sales Management, Extend/enhance functionality, Platform Migration
Customer's existing On Premise solution had been poorly designed and deployed from original vendor. Our scoping study determined the approach, phases, costs and time-frames to deliver revised business requirements to the business priorities.
Large Enterprise	Manufacturing	CRM Customisation	Scoping & Strategy	Extend/enhance functionality, Sales Management, Order Management, Finance or 3rd party integration, Workflows & Business Process
Customer had a basic CRM for Stakeholder Management and integration with Outlook. As a secondary phase, now ready to implement sales process and workflows, with integration to the ERP to source product pricing for quoting within CRM, and then pushing closed opportunities to Orders in the ERP
Small Business	Mining or Engineering	CRM Replacement or Rescue	Scoping & Strategy	Lead Management, Sales Management
Customer had initiated a Dynamics CRM project with another partner but found the project and partner were not delivering any outcomes or value. We conducted a technical and functional review to determine the feasibility of taking over the project and delivering the required outcomes - which was accepted.
Not-for-Profit	Adminstrative or Business Services	CRM Replacement or Rescue	Scoping & Strategy	Lead Management, Sales Management, Order Management, Compliance Management, Document Production
Customer had an existing Dynamics CRM solution, which had been customised with varying levels of success and completeness. They needed a stable platform in which they have confidence, before implementing further customisations. We performed a review and provided recommendations, which were accepted.
Medium Enterprise	Member Associations	CRM Optimisation	Scoping & Strategy	Customer Service, Extend/enhance functionality, Membership Management, Portal, 3rd Party add-ons, Click Dimensions
Customer wanted to scope phase 2 of their project to understand costs and timeframe for adding new functionality and productivity improvements based on their evolving business, and extending the solution into additional business units. To include a portal for member self-service and to replace their existing public-facing website. Also included moving from Mail Chimp to Click Dimensions for marketing automation.
Medium Enterprise	Manufacturing	CRM Replacement or Rescue	Scoping & Strategy	Lead Management, Sales Management, Order Management, Finance or 3rd party integration
Customer was using multiple ERP/Finance solutions for the CRM function for multiple business units. The Scoping Study identified how CRM could be rolled out to replace and provide the CRM functionality while integrating with these ERP applications, to provide a single customer view, as well as functional improvements and operational efficiencies.
Medium Enterprise	Aged or Health Care Services	CRM Upgrade	Scoping & Strategy	Lead Management, Sales Management, Extend/enhance functionality, Workflows & Business Process, Website integration, Customer Service
Customer had a basic CRM utilised by one team, and wished the CRM solution to be redesigned and scaled for use across all business units and customer functions, including integration with an inhouse developed portal.
Govt. Dept or Authority	Govt - Local	CRM Replacement or Rescue	Scoping & Strategy	Membership Management, Extend/enhance functionality, Sales Management, Workflows & Business Process, Project Management
Rescue of an existing D365 solution that was poorly designed and not performing, and was unable to be modified for required improvements, business process changes and reporting. We presented our recommendations on redesigning the solution, resulting in a number of different streams of activity, which were accepted.
Medium Enterprise	Education, Training & Employment Services	CRM Replacement or Rescue	Scoping & Strategy	Lead Management, Sales Management, Order Management, Finance or 3rd party integration, Click Dimensions
Customer had an existing Dynamics CRM solution, which had been customised with varying levels of success and completeness. They needed a stable platform in which they have confidence, before implementing further customisations. We performed a review and provided recommendations, which were accepted.
Medium Enterprise	Aged or Health Care Services	CRM Replacement or Rescue	Scoping & Strategy	Lead Management, Sales Management, Finance or 3rd party integration
Customer had an existing Dynamics CRM solution that was not performing well or being supported by the original partner. We were asked to review the solution and provide recommendations on how to move forward, which were accepted.
Medium Enterprise	Member Associations	CRM Replacement or Rescue	Scoping & Strategy	Membership Management, Customer Service, Finance or 3rd party integration, Click Dimensions, Portal, Data Migration (extensive)
Customer had an existing, ageing operational solution that was not aligned nor able to scale to meet their membership management requirements. The scoping study prioritised how Dynamics CRM was to be introduced as an enhanced operational solutions capability to manage their members/customers and community relationships, including a portal for member self-service, with extension to marketing automation. Findings were accepted.
Medium Enterprise	Aged or Health Care Services	CRM Replacement or Rescue	Scoping & Strategy	Customer Service, Sales Management, Lead Management, Statutory Reporting
Customer was using an Access database, as well as multiple Excel spreadsheets to run a large and complex business with multiple business units. The Scoping Study identified how CRM could be rolled out to replace these legacy applications, and provide a single customer view, as well as operational efficiencies.
Medium Enterprise	Property & Construction	CRM Setup	Scoping & Strategy	Lead Management, Sales Management, Order Management, Finance or 3rd party integration
Customer was looking to implement Dynamics Business Central as well as Dynamics CRM and needed an overarching lead, sales and order management process and solution. Scoping defined the project phases and scoped the responsibilities between BC and CRM.
Not-for-Profit	Adminstrative or Business Services	CRM Customisation	Scoping & Strategy	Extend/enhance functionality, Workflows & Business Process, Data Migration (extensive)
Customer had an existing Dynamics CRM solution, which was a poor fit to their business model and needs, resulting in data being captured and maintained within Excel sheets as an alternative to CRM. We analysed the processes and data being supported within the external Excel sheets to provide recommendations as to how to incorporate into their CRM.
Not-for-Profit	Arts, Entertainment & Hospitality	CRM Setup	Scoping & Strategy	Customer Service, Lead Management, Order Management, Finance or 3rd party integration, Website integration
Customer was using a combination of disparate webforms and multiple Excel spreadsheets to run a theatre business with a variety of stakeholders. The Scoping Study identified how CRM could be rolled out to replace these disparate applications, and provide a single customer view, as well as operational efficiencies.
Medium Enterprise	Legal & Accounting	CRM Replacement or Rescue	Scoping & Strategy	Lead Management, Sales Management, Order Management, Finance or 3rd party integration
Accounting customer wanted to set up processes for managing workflow and workload from lead through to client accounting programs. Rather than scoping, a full discovery and requirements gathering process was undertaken to define the build project. Integration with 3rd party insurance and brokerage systems was explored.
Medium Enterprise	Education, Training & Employment Services	CRM Upgrade	Scoping & Strategy	Platform Migration, Extend/enhance functionality, Workflows & Business Process, Lead Management, Sales Management, Order Management
We performed a review and provided recommendations for a Customer's existing On Premise Dynamics CRM solution, which they wanted to migrate to Online, before implementing further customisations.
Medium Enterprise	Member Associations	CRM Setup	Scoping & Strategy	Membership Management, Finance or 3rd party integration, Portal
Discovery and scoping for a new CRM for a member management organisation to cover dues renewals, customer service processes, and to introduce a portal for member self-service, and to replace their existing website/CMS.
Govt. Dept or Authority	Govt - Local	CRM Replacement or Rescue	Scoping & Strategy	Customer Service, Project Management
Customer had an existing Dynamics CRM solution, which had been customised with varying levels of success and completeness. They needed a stable platform in which they have confidence, before implementing further customisations. We performed a review and provided recommendations, which were accepted.

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Add-ons

A portal allows you to give external people access to their information in your CRM without granting access. It’s a web-based interface which allows them to interact with, so they can be self-sufficient and productive without compromising your CRM. It’s a really handy way to offer self-service to your clients.

Integration between CRM and your financial system will close the loop between Sales and Invoicing – making your CRM a more complete source of truth about your customers. Integration with your finance system, such as Xero or Business Central is easy with our pre-built integrations to your customer data and/or invoices.

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Access our help for additional customisations or other enhancements whenever you need. By purchasing blocks of our time as Prepaid Assistance Hours you can draw down on your ‘bank’ of hours for adhoc or planned work over time. Log requests and view your balance on our Customer Service Portal. When you’re running low on hours, we’ll let you know and you can top up your prepaid

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