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]]> http://www.360visibility.com/blog/enterprise-software/microsoft-dynamics-gp/jetreport/feed/ 0 http://www.360visibility.com/blog/enterprise-software/microsoft-dynamics-crm/crm-evolves-at-crm-evolution-2010/ http://www.360visibility.com/blog/enterprise-software/microsoft-dynamics-crm/crm-evolves-at-crm-evolution-2010/#comments Thu, 05 Aug 2010 17:21:27 +0000 lynn http://www.360visibility.com/blog/?p=640 This week is the Customer Relationship Management (CRM) industry conference, CRM Evolution 2010. This annual gathering of all those with a passion for the management of customer relations comes not a moment too soon. A regular coming-together of greybeards and newcomers alike is called for in order to properly sort wheat from chaff, in this vibrant, ever-evolving industry.

This year’s version of the event, which takes place at the New York Marriott Marquis from August 2nd to 4th, hosts CRM users, vendors, analysts and consultants, all in pursuit of intelligence on how technologies and economic forces are changing the software segment.

CRM Evolution 2010 Agenda

As in years past, it purports to cover a range of CRM-related areas over the course of its crowded agenda. This includes those that promise wisdom on streamlining business processes, those that improve customer satisfaction and loyalty, and those that leverage technologies that will forever change the engine at the centre of every successful corporation: customer relationships.

Several keynote speeches are planned, including one by Denis Pombriant of Beagle Research, a CRM analyst firm based in Massachusetts. His research touches on everything from the ascent of the global middle class, to the impact of rising costs of business travel. But he centers particularly on the role CRM software has to play in servicing changing the consumer landscape that seems—increasingly—to value experiences over things.

Social CRM

The advent of so-called “social CRM” is another key theme planned for the event. The newly proactive customer who’s more likely to seek answers from her peers via the Internet than contact the company directly will be discussed at length. As will be the notion that the CRM industry might have lost sight of that for which the customer might be expressing a desire, and instead, gotten caught up in the provision of the technology that will facilitate its expression.

Recent Acquisitions Blur Lines

451 Group’s analyst China Martens recently explained, “the 2010 convention will also make time for the subject of how the market will be affected by the sudden presence of vendors like Adobe and IBM, which are embarking on strategies that blur the category’s lines, including those demonstrated by the former’s recent acquisitions of Web analytics provider Omniture and Web content management vendor Day Software”.

CRM & DaaS

Finally, the trend of Data-as-a-Service (DaaS), or the concept of a business being able to access data wherever it resides, will find play at this year’s event. Customer Relationship Management is poised for marriage with DaaS, at least in some form. This topic will spark a spirited discussion on whether the relationship will work out, which will no doubt occupy a swath of time at CRM Evolution 2010.

I appreciate such conversation and activity around topics such as CRM. It’s only by engaging industry participants in conversation and by exposing the lot of us to the innovation that’s been unfolding in far-flung silos around the world that we can hope to lend even further improvements to a business area as promising and dynamic as this one.

The Danish ERP provider Maconomy has just released the latest version of its successful resource management solution People Planner to the market. The major novelty in this People Planner version is that it is fully integrated to Microsoft Outlook.

People Planner is a popular product with Maconomy’s clients, all of which are part of the Professional Services sector where the focus is on projects and thus on optimal project and resource planning. From the outset the People Planner has been centered on providing clients with a simple and efficient overview of the capacity of their business as well as employee skills and workloads.

Only few resource management solutions exist in the market and even fewer of these can be combined with the other processes of the business. Accordingly, People Planner has enjoyed widepread success as this solution integrates three significant processes: project, resource and employee planning.

With People Planner 3.0 Maconomy now offers full integration to Microsoft Outlook. This means that client meetings and tasks assigned by an employee in his Microsoft Outlook calendar will automatically be synchronised with People Planner. This enables project managers, department managers and executives to get an up-to-date overview of all company resources in People Planner. Similarly, when a project manager or resource planner assigns an employee to a project or to other tasks in People Planner, the assignment will automatically be added to the employee’s Microsoft Outlook calendar.

“We are proud of the success that People Planner enjoys among our clients and we are delighted to show version 3.0 to the market as it is the result of close collaboration with a number of key clients. The new People Planner allows organisations to make it easy for their employees to manage their workday in Microsoft Outlook while giving them a full overview of their resource needs up to one year ahead. This means that businesses can utilise their resources ideally and a better utilisation rate will have a quick and positive impact on the bottom line,” says CEO Hugo Dorph, Maconomy.

The 11 companies dwarfed their peers on the following five benchmark scores:

• Annual revenue growth (66% better than peers)
• On-time project delivery (16% better than peers)
• Recommend to family and friends (8% better than peers)
• Annual client satisfaction score (11% better than peers)
• % of business from new clients (19% better than peers)

“Maconomy is very satisfied to have been recognised as one of the Top 15 PS organisations in Service Performance Insight’s 2010 PS Maturity Benchmark report. As a leading software provider to global professional services organisations, we feel it is important for our own PS organisation to “walk the talk” by providing superior service backed up by strong operating controls. We think everyone wins when professional service organisations can use a tool like the benchmark to measure and improve their operations,” says Jacob Thaning, VP Consulting, Maconomy.

Read the full SPI Research report.

The international ERP vendor, Maconomy continues to strengthen its core focus on key consulting clients. This win also underpins Maconomy’s new strategy “Global Choice 2015″ announced in January 2010. Global Choice 2015 outlines our strong commitment to growing international clients and securing major global clients into the future.

“As part of our business improvement strategy, Mace is adopting a new finance system. We selected Maconomy because its system matched our requirements. We are looking forward to developing a strong working partnership together.” says Head of IT Projects & Business Change, Angela Laird.

“We are very much looking forward to working with Mace and this contract shows how closely aligned our solutions are with the key drivers of a diverse, international consultancy and construction business. Mace was rigorous in the selection of a partner, and we look forward to working with the Mace team to deliver a strong business system aligned with its strategic objectives,” says Managing Director, Neil Davidson, Maconomy UK.”

Your Microsoft Dynamics® solution is mission critical to the success of your business. Together with your Microsoft Dynamics partner, we understand this and want to help you ensure your solution runs smoothly and performing at its highest level.  Enrollment in the Business Ready Enhancement plan is an essential part of providing your organization with the innovative upgrades to expand your functionality along with important updates to help ensure compliance and improved performance.  On June 1, 2010, Microsoft will begin requiring a Business Ready Enhancement Plan when making additional license purchases on supported versions of Microsoft Dynamics NAV and Microsoft Dynamics AX. This policy change is designed to drive more customers to maximize their solution value and help protect future investments they make.  As a value Microsoft Dynamics Customer, we look forward to your continued enrollment in a plan to ensure you have access to the support, training, tools, and solutions you need to expand your business and plan for future growth.  Please contact your Microsoft Dynamics Partner if you have any questions regarding this change.

Please contact us if you have any questions.

Currently Maconomy’s largest single implementation has around 8,000 active users. But Kantar Group, a long-time Maconomy client, wanted to know if Maconomy could potentially scale their system to 60,000 users. This would enable Kantar Group to consolidate their entire global organization and help them prepare for future growth. Maconomy ran a series of performance tests on-site at Kantar Group to determine whether the solution could be scaled up to support 35,000 users with adequate performance. As it turned out, the system’s capacity was even greater.

“Our tests showed that we could expand our system capacity to over 60,000 users by using standard software and regular performance tweaks. We even tested on-site with the client during the peak month-end period. We used these test results to fine-tune our database setup and now we’ve presented solid proof to Kantar Group that we can support their worldwide operations throughout their organization,” says Allan Junge Hyldal, Solution Management Director, Maconomy.

“No matter the size of your organization, you need a business solution that addresses your main business challenges, not just your size. Maconomy has asserted itself as a competent business partner in many of our subsidiaries, so we asked them if they could design a solution to leverage the operations of our entire organization. We’ve followed Maconomy closely while they’ve proven the scalability of the solution, and the results speak for themselves. 60,000 users on a single database will put great strains on any system, but the performance of Maconomy’s system was virtually unaffected,” says CTO Marv Ritter, Kantar Group.

A business solution on a single database will help make Kantar Group’s overall operations leaner and reduce their running maintenance costs. Additionally, Kantar Group will be able to assimilate new companies quicker following mergers and acquisitions. Maconomy will put the parent company in full control of financial management while enabling local flexibility to help Kantar Group’s subsidiaries in 52 countries solve their unique project management challenges.

“Maconomy is clearly ready for the major league. We have demonstrated that we can help even the world’s largest project-focused companies run their business. Maconomy is widely recognized as a leader in providing business value to project-focused companies based on years of exclusive focus on these businesses. But it may come as a surprise to some people that we also possess the robustness and technical savvy to put multinational companies in full control of their global operations,” says US President Steen Andersen, Maconomy.

Please note that this release does not affect Maconomy’s financial expectations for 2010.

About Maconomy

Maconomy is a global supplier of industry-specific business solutions for project- and service-oriented companies (“Professional Services Organizations”). Maconomy provides services to approximately 600 customers in 58 countries through offices in the U.S. and Europe, and through a comprehensive partner network. More than 126,000 users worldwide use Maconomy’s business solutions.

About Kantar Group

Kantar Group, based in London, was founded in 1993 as the market research, information and consultancy division of WPP Group. It is a network of more than 20 specialist companies with around 35,000 employees working in 80 countries across various research and consultancy disciplines. Kantar Group’s services are used by more than half of the Fortune Top 500 companies worldwide.