Mobility Leads List of Top Digital Priorities

Mobility Leads List of C-Level Top Priorities

CIO Insights just posted one of their slideshows.  You can view the slideshow of the survey results here: CIO Insight Mobile Priority Survey

The slideshow is from an Accenture survey that shows mobility leads the list of top digital priorities. The survey, of nearly 1,500 global C-level executives, found adoption of mobile technologies and applications as top of their list of priorities.

While mobility is top of mind of most leading organizations, there are still challenges for some organizations, including;

  • strategic, organizational and operational shortcomings
  • struggles in the rollout of mobile capabilities
  • lack of formal metrics to measure effectiveness
  • insufficient funding

The good news despite these challenges, companies are moving aggressively to adopt mobile technologies and applications. The focus is geared toward helping them achieve their business objectives.

While mobility is tops in the survey, rounding out the Top 5 include:

Mobility Leads List of Top Digital Priorities

I am seeing the majority of customers and prospects I talk to ALL have the above top of mind. It’s all related to helping how we can understand and service our customers better. It’s about customer experience and business impact.

It’s not hard to understand why. I read an article recently that showed 6 BILLION people now have cell phones. That’s nearly everyone on the planet. We are clearly a mobile and connected world. So, it’s only natural that customers and users need to be able to access their business-critical data on the device of their choice from wherever they are.

Another interesting fact from the survey, only 2% of respondents have NO mobile strategy. Let’s hope your organization is NOT one of the 2%. If you are, think about the fact that your competitors are thinking mobile.

Another factoid is 83% of “leader” organizations compared to 77% of “other” organizations rank mobility in their Top 5 priorities. Again, are YOU one of the leaders, or other?

If you prefer infographics, Accenture has posted one here for the survey results: http://www.accenture.com/us-en/Pages/insight-mobility-trends-research-2014.aspx

You can also download a pdf of the survey here: http://www.accenture.com/SiteCollectionDocuments/PDF/Accenture-Mobility-Research-Report-2014.pdf

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Dynamics CRM 2013 Update Rollup 2 Available

Update

 

The Dynamics CRM 2013 Update Rollup 2 (UR2) is now available for on premise customers. In addition, all Dynamics CRM Online organizations should already have received UR2 for CRM 2013 Online. If you use the Outlook Client, you will want to download the update (or get it from Windows Update).

This is a recommended update as it fixes quite a few nagging little nits and a few nice additions.

Some of the more noteworthy additions are, official support for:

  • Windows 8.1
  • Internet Explorer 11 (including the Windows app version)
  • CRM for Tablets (MoCA) and full web client on iPad Air
  • iOS7 iPad (Safari) full web client
  • Windows Server 2012 R2

A couple  of the nagging little nits that are now resolved include:

  • Subgrids continually displaying the “Loading…” message (this one was really annoying)
  • The “Save and Close” button has re-surfaced on record forms.

See the full release and get the downloads from here: http://support.microsoft.com/kb/2919956

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What Customers Want From Partners

Customers
I attended a Convergence Pre-Game customer panel session where 4 customers talked about “what customers want from partners”. I heard some really good insights into what customer’s really want and expect from partners.

The session opened with the moderator asking “What one word describes your expectation for a long term, positive relationship with your partner.

  • Amaze!
  • Communication
  • Experience
  • Initiative

Below are my general notes regarding additional feedback and expectations.

  • Don’t send in junior consultants that are not experienced, we want people that know what they are doing.
  • Each customer has changed partners looking for the right fit (this spells opportunity)
  • Customers generally have their top people engaged, we expect the partners to do so as well.
  • Customers don’t like it when the courting phase is over. Don’t make it obvious when your energies have switched to other customers, projects, new stuff.
  • Partners like to trump their experience..they all say we have done thousands of implementations..the customer perspective is then “oh then we are just one if thousands”.
  • We just helped one of your competitors…that gets our attention.
  • Pair the right resources…if the customer person is technical then make sure the main person that interacts is technical.

On SOW’s and contracts.

  • Give good estimates.
  • Approach with a win win mentality.
  • Strive for a partnership.
  • Sign off on all documents.
  • Get people to sign off on initial project and on any changes.
  • Make the investment on the front side, drill into the needs then give us the pricing.
  • If projects are hourly, itemize the billing and don’t be too general.
  • Giving options is a good thing, but, recommend as well.
  • Be clear about what the customer can do realistically and what the partner can or should do. Let us know what can be done out of box, or if something is fairly simple. Give us some ownership.
  • What sources of information do customers find useful: CRMUG, collaborate with the customers, books, blogs, conferences.
  • Black and Veatch, ALL of their projects and consulting work is fixed fee AND they get a 30 day warranty.
  • Works best for them to have fixed fee…ranges are a problem.
  • Requirements must be clear.
  • A couple are ok with hourly, but for smaller projects and where the requirements may be a little loose.

Best approach from a people/person approach is to have an account manager as a single point of contact. Prefer it. It should not be the consultant or technical resource. It’s a value add person, NOT billable!

Most like over communication…feel like the partner cares…too often partners take too long to respond or provide updates, particularly on issues. Don’t make me call you to get a status update. Even if you say “we are still working on it”, this is ok.

Confront brutal facts and issues up front and head on….don’t wait.

SLAs?

  • Yes, expected and do track them.

Online tracking systems?

  • Yes, prefer to have online tracking for anytime, anywhere communication.
  • Also want to talk to someone Easier for me to wait if i see it online.
  • When I reach out to you, it’s important!

Training and other best practices

  • Separate sow for training, implementation and other stuff
  • Training up front, before the project starts, helps with developing requirements.
  • Want to see “English” design documents, easy to read, not just technical, execs need to read/understand them
  • Ask if customer has resources to translate technical docs to simpler docs
  • Ok with cutting back on some documentation.
  • Don’t discourage us from using features.
  • Customer should NEVER be more excited about the product than they are.
  • The partner should be major proponents and cheer leaders for the product.

What we expect

  • Integrity, customer focused, fair, honest, dependable, drive to success, amaze us, be creative, deliver measurable ROI, really understand our processes and help us improve them.

Do more than just implement. Look for partners that talk about CRM, that blog, have good content, do more than just implement.

Shared values. Flexibility. Give us the time and attention based on our needs. It cycles so be flexible.

Be proactive with solutions. Help,me make the right decision.

All in all some really great insights and well worth paying attention to!

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