Dynamics CRM and Mobile Computing: The Current State

I recently wrote a blog around Mobile CRM as part of blog series ‘CRM Trends in 2011’ and got some good feedback from peers. This blog extends the conversation by taking a closer look at what options are available today for CRM 4.0 and some best practices around how you can select the solution that works for you.

Current State

There is a whole spectrum of Mobile CRM (mCRM) solutions when it comes to Dynamics CRM. Here is a brainstorming chart listing out the solutions that I am familiar with:

Rather than reinventing the wheel, I researched the web for existing blogs and found Mobile Options for CRM v4, a blog post by Collins Computing Inc. that is well written and can provide you with a good starting point. The brainstorming chart has two additional mCRM solutions – iDrm Suite & Resco MobileCRM. Check these links for product details:

1. Resco MobileCRM
2. iDrm Suite

I am certain this chart is not exhaustive. Please share other options that you are aware of and I will be glad to update the chart.

Best Practices for Selecting Your Dynamics CRM Mobile Solution

Develop your mCRM strategy

Mobile computing is expected to take off in 2011 and the trend will continue in subsequent years. Analysts are calling it the next hardware wave (mainframes and PCs being the previous two). It is safe to assume that as a business or technical decision maker you will be soon expected to have some sort of mobile roadmap for your users if not a well defined strategy. Having a roadmap or a strategy in place would help you execute the rest of the steps.

Find Your Business Requirements

It can get confusing pretty quickly with so many options out there in the world of Dynamics CRM. Getting a handle on what your true needs are is always a good idea when you start any new IT project. In mCRM, even more so. If all you need is contacts and activities syncing, you might be just fine with outlook to mobile syncing.

Define your Technical Landscape

Are you looking for offline access? Are you thinking a solution that will be device agnostic? Are you looking to customize the mCRM experience? Do you have the technical expertise to implement and maintain the solution? Are there any concerns around data security or privacy?

Plan Your Implementation

Mobile is an evolving platform (both technically and functionally) and no one really knows what would it look like in 2014. It is ok to define a broader roadmap but execute in steps as long you have the processes to keep aligned with changing business needs. Using incremental and agile solution rollout might just help you in lowering the initial costs as well (remember, some of the options can be implemented without additional licensing cost). This might not be true in all cases and you actually might have a business case for all out mCRM adoption. In the end, follow what works for your organization.

Risk Mitigation

Risk mitigation is always a good idea. I would strongly recommend to have a formal identification of risks as well as associated mitigation. Anytime you think of mCRM with an ISV, you might want to research additional details around the ISV - Has the ISV been around for long? How does the ISV supports the application? Who is your point of contact (ISV or Partner)? Can you customize or extend the ISV application? mCRM also has a serious risk of user adoption. The average consumer is increasingly getting used to mobile applications that are sophisticated, fun and easy to use. You possibly could run a risk of user rejection. You might want to check one other risk that was called out in a recent NYT article "Gadgets Bring New Opportunities for Hackers".

I hope this blog post was able to provide you some food for thought. I think Microsoft has a lot of ground to cover when it comes to mCRM. The good news is that Windows Phone 7 offers Dynamics CRM a HUGE chance to stand out (after all, Microsoft is the only vendor having a mobile as well as a CRM platform). I am not confident if Microsoft will be able to leverage its assets but I certainly hope it does. Imagine ‘People Hub’ for Dynamics CRM.

Please share your feedback. Thanks for taking time to read this blog post.

CRM Trends in 2011 – Year of Mobile CRM?

Mobile CRM is not new. I remember working on my 1st CRM sales in 2001 and being asked about PDA (mobile) compatibility. Mobile CRM certainly was one consistent item in the wish list of key decision makers. In most instances, it was not much implemented due to several factors - cost, technical limitations, user acceptance and so on.

Fast forward to 2010 and smartphones are everywhere. The mobile applications are ubiquitous. The expectations (as well as perceived needs) have grown to the extent that an average user expects everything possible with their smartphones (well almost) and is prepared to pay exorbitant amounts in monthly fees. The notion of “real time” is no longer a statement but a practical reality. In this scenario of empowered mobile consumers, it is quite amazing to note how less attention has mobile devices got from the IT departments and CRM software vendors. Mobile CRM at best has been treated as an extension of the PC based application and not a platform by itself.

Yet, I have strong optimism that things will change quite dramatically for Mobile CRM. Here are my top five reasons as to why:

1. The mobile devices will become mainstream.The research firm IDC recently predicted that in 2011 the handheld computing (smartphones and computing) sales will really take over (330 million smartphones and 42 million media tablets). To go further, it is predicting that within next 18 months, such non-PC devices capable of running applications will outsell PCs.
2. The empowered mobile  consumers will demand the same experience in their workplace interactions. As such, a different way of looking at Mobile CRM. I would not be surprised if an entirely new breed of CRM vendor will emerge in 2012. Think ‘Innovator’s Dilemma”.
3. The improved economic environment yet continued focus on bottom-line will demand new ways to increase innovation and productivity. Mobile CRM certainly offers the potential to achieve both these objectives.
4. The explosion of social computing (Twitter, LinkedIn, Facebook, etc.) has created alternate relationship networks and mobile access has played a key role in this growth. Social CRM is one of the major trends in CRM (watch out for a blog shortly) and mobile computing is essential to the social strategy.
5. Last, but not the least, CRM was one of the earliest domains to embrace cloud computing and as such, CRM vendors are well positioned  to take advantage of the cloud benefits - large data being hosted out of organizational network, economies of scale since the cloud application could be used by multiple customers, etc.

There are many roadblocks that could impede this predicted growth. Opening mobile CRM to a larger audience will most likely bring up new questions around customer data security and privacy. The mobile savvy consumers will demand new ways to be engaged. The analysts prediction might be way off the target. IT world is used to hype cycles. I know I am expecting extraordinary real world examples using mobile CRM in 2011.

Life in 2010

It is the time of the year where I like to reflect. Typically, it is relatively easy to get a sense of how things went. So, 2009 was a great year - I ended up accomplishing most of what I had set out to do. Further back, 2008 was a good one - I was able to identify new goals in life. However, 2010 seems to have been a mixed bag.

Let us start with where I could have done more. I could not continue the progress that I had made in 2009 in areas like professional speaking, cloud advocacy, health etc to name a few. Then, I had the pleasure to speak in India, Denmark, Tampa as well as locally in Minneapolis on multiple topics like cloud computing, social CRM and SharePoint Governance. In a year where cloud finally became mainstream, I was mostly MIA. The plan to turn around health remained a non starter.

On the positive note, I had the rare opportunity to lead a project that was strategic in scope, large in execution, aggressive in timeline and transformational in nature. I was fortunate enough to work with an exceptionally talented team.  I am confident that the many conversations as a result of this project will continue in 2011 and beyond (I look forward to sharing more details here in future blogs). I was able to help with some strategic wins, expand our national CRM presence, continue my mentoring and also relocate to Chicago. On a personal front, I am happy to note that I survived the accident streak I had this summer and got to travel back to all three countries that I claim as "home" - Canada, India & Turkey.

This annual evaluation ritual provides me a chance to take a step back, get out of the day to day issues and see how did I do with the goals, what could I do better and what new surprises life threw at me along the way. Here is to the next year where we all can start the next chapter in our lives with renewed and new goals. I guess, time for me to put the thinking cap again!

Welcome to The Blog Train

2011 is just round the corner and at this very moment last year, I had started a blog journal (the2010blog.com) - the goal being to learn the art of blogging and communicate with fellow blogger in the community. As it turned out, the execution was nothing but a dismal failure. I could barely post 7 blogs when the a blog a week was the lowest benchmark I was trying to hit.


I have been thinking of reasons why I did this bad. Like most of us, I was stretched and trying to do many things with too less time but this is not my excuse. Looking back, I think I was trying hard to write meaningful blogs and avoid being looked as just another blog. In the process, I took fun out and made it something that never ignited that much needed passion in my heart.


So, why again? Perhaps, this time around, I have accepted that some blogs will not be meaningful or exciting and that is OK.


Here is again to a new year, new hopes and a new blog!