1. WELCOME! Microsoft Dynamics CRM User Group

2. Today’s Agenda 9:00 - Welcome & Introductions
9:15 - CRMUG News & Chapter Business
9:30 - Member Showcase
9:45 - Break
10:00 - Reporting Options in CRM with Christina Schroeder
10:45 - Break
11:00 - Roundtable Discussions and Networking
Tweet During #CRMUGALBNY, #CRMUGReporting

3. Introductions Name Company & Role Microsoft Dynamics CRM Version
Did you attend a UG conference or event this past year?
Would you prefer to climb a mountain or relax on a beach?
What do you hope to gain from today’s meeting?

4. CRMUG Events, Training & Engagement

6. May 7-12, 2017 St. Louis, MO

8. CRMUG Administrator Black Belt Training Series
Distance Learning
Live instructor-led training at your own desk
Half Day, Full Day, & 2 Day class formats
Many classes use virtual hands-on labs
On demand online classes available 24 x 7
Paid Members receive a 50% discount
On-Site Learning
Instructor-led training at a User Group event
25 classes offered at CRMUG Summit
CRMUG Administrator Black Belt Training Series
A Powerful Series Designed Around Practical Experiences
4 class online series for Dynamics CRM administrators & super users
Master the art of administering, configuring, and adapting Microsoft Dynamics CRM
Gain actionable best practices from industry experts
Clearly differentiate yourself from peers

9. The Power of the User Group Community
Questions?
Contact Bryan Erstad, CRMUG Membership Manager
x1450

10. Presented by: Jay Murphy
Member Showcase
Presented by: Jay Murphy

11. Member Showcase Who We Are and What We Do What Modules We Use Version
Number of Users
How Long
What ISV's and How We Use Them
Favorite Module and Why
Tips & Tricks / Way to Improve Processes (what surprised you that you didn’t know)
Where Do We Go for Answers
Questions?

12. Educational Session Topic: Reporting options in CRM
Presented by: Christina Schroeder

13. Christina Schroeder
Director, Sales Operations at Taylor Strategic Relationships
Co-chair of MN CRMUG
10+ years with CRM
Passionate about BI & Reporting

14. About Taylor Glen Taylor is Chairman and Founder
of Mankato, Minn.-based Taylor Corporation, a multinational conglomerate of marketing, communications and interactive solutions companies. The Taylor Corp. family of companies empower businesses to build memorable brands and operate effectively and efficiently. 
I like to say that Taylor Corporation is one of the largest companies no one has ever heard of, though in Minnesota that isn’t always the case. Either way, most people here know the name Glenn Taylor, or at least some of his higher profile investments like the MN Timberwolves and Lynx and the Star Tribune.
Taylor Corporation is one of the largest privately-held companies in the United States and one of the top 3 graphics communications companies in North America, encompassing more than 80 subsidiaries located in the United States and across the globe. Most of these companies are B2B and sell products and services related to marketing and/or communications. Examples of where you may have seen Taylor’s products include: gift cards you get at Target, signage you find in a Nike Outlet store, direct mail you’ve received from State Farm, the explanation of benefits you received from Blue Cross and Blue Shield, the business card the sales associated handed you at Verizon, and the list goes on.
As a company responsible for providing the interactive, printing, and marketing solutions that help build many of the world’s most recognizable brands, we support a wide rand of products and services that help companies better connect with their customers.

15. CRM at Taylor Corporation
Major acquisitions
Standard Register (August 2015)
Staples Print Solutions (July 2016)
2 Salesforce.com implementations
3 versions
2013 Shared: 13 business units, 30 companies
2013 Stand-alone: 2 business units, 2 companies
2011: 6 business units, 6 companies
4.0: 6 business units, 6 companies
On-premise
Primarily sales-driven
Now let’s talk about CRM at Taylor.
Taylor has been using Microsoft Dynamics since early 2008 and we started on the 4.0 platform. Originally, the CRM strategy was to implement a separate instance of Dynamics for each company or business unit launching CRM. That quickly got out of control and over the past two years, we have been working on an upgrade/migration strategy to consolidate nearly all of our implementations on a single, shared 2013 platform. We’ve come a long way, and will likely be sunsetting our 4.0 implementation server this year.
Our CRM Team is comprised of 3 dedicated resources, including a project manager, a developer and an administrator/trainer. Additionally, we have several resources that are not dedicated full time, including a server maintenance guy and myself. Finally, we request that each company/business unit implementing CRM have a Company Administrator, someone who is a power user, understands intimately how their company uses the system and can offer first line support to their users. Usually importing and running advanced finds is handled by this individual (or in some case individuals) as well.
In 2016 we have launched 8 companies on CRM 2013, nearly all of which were migration projects. We’ve also re-launched and/or re-trained 6 companies, and launched significant new programs or processes at three more companies.
Overall status
CRM 2013: 13 business units, 30 companies (shared); Amsterdam & Thayer separate implementations
CRM 2011: 6 business units, 6 companies
CRM 4.0: 6 business units, 6 companies – 2 will be dropping CRM and 1 may move to SFDC
The primary functions in CRM are sales-driven – Accounts, Contacts and Opportunities, though many companies have custom entities that we’ve developed to track sales-related activities or processes in the system. There are a few marketing users and a couple of examples of customer service as well.
Taylor Corporation has been built primarily through acquisitions and in the last two years, we’ve made two large, high-profile acquisitions – Standard Register and Staples Print Solutions. Given the scale and timing of these acquisitions, the decision was made to keep both companies on Salesforce.com, though with Staples divesting Staples Print Solutions, SPS had to be set up on an individual SFDC platform, separate from SR. Note that both companies now go to market under the Taylor Communications brand. Plans are in-place to migrate the SPS users and data to the SR SFDC platform late this year/early next year.
The primary focus for Taylor Communications users has been Customer Service, though Sales does have incentives to use the system as well.
For the time being the organization plans to maintain both the SFDC and Dynamics CRM platforms separately.

16. Reporting options Views & Advanced Find Dashboards & Charts
Report Wizard
SSRS
BI Tool
The theme for today has been BI and reporting, so I want to show you how we think about reporting at Taylor as well as some examples of the different types of CRM-driven reports that we use to run our business.
With such a complex upgrade/migration path as we’ve taken at Taylor, we’ve needed to make the most of our limited bandwidth. Here’s the guidelines we use to determine which tool to apply when we get a reporting request.
Views and Advanced Find
How often do you get a request from someone asking for a “report” when what they really need is a list of records that fit some criteria, for example, all of my team’s accounts, with their address and industry? In my experience, this is the most common request and is best suited either to a system or personal view, or if a one-time request, an Advanced Find query.
Dashboards & Charts

17. Views & Advanced Find – Political Mail
Request: User needed a “report” listing all of the active jobs along with all of the date fields from CRM.
Data available: Political Mail Jobs (CRM records)
Solution: Update the Active Political Mail Jobs default view to include all of the requested fields and show user how to export the list to Excel.

18. Dashboards & Charts – Sales Management Dashboard (TTi)
Request: VP of Sales wanted a dashboard view to summarize data from different CRM entities for their team.
Data available: Accounts, Opportunities, Forecasts and Actual Sales
Solution: Create a customized Dashboard with tiles for the Account funnel, the Opportunity leaderboard, top Opportunities by Customer, Opportunities by Closing Quarter, the list of Opportunities closing next month, and Forecasts v. Actual Sales.

19. Report Wizard – Activity History
Request: Manager wanted to see a list of all of the activities for a specific user or group of users during a period of time.
Data available: s, Phone Calls, Tasks, and other Activities
Solution: Use the Report Wizard to write a report on the Activity Pointer entity that would pull a list of Activities for the selected time, grouped by first Regarding record, then Activity Type.
It isn’t always necessary to jump to SSRS (though I’m still learning to make this call…)

20. SQL Reporting Services (SSRS) – Opportunity Pipeline
Request: Summarize the TSR opportunity pipeline in several different manners to be shared with the Executive Team at Taylor. Summarizations include product group and industry.
Data available: Opportunities, Account information
Solution: Use an SSRS report with multiple report items that summarize the pipeline in the requested ways, calling out pipeline volume, stage and expected close date.
Combination table + charts
Multiple report items
Smart highlighting based on date modified/created
Sub-report example

21. SQL Reporting Services (SSRS) – Active Cases Report
Request: Provide a Cases report listing all cases along with all of the department(s) responsible, product(s) affected and reason(s) for imprint to be used in meetings with department heads.
Data available: Cases, N:N relationships with Department, Product and Reprint Reason entities
Solution: Use an SSRS report to summarize the cases by Department associated, calling out cases where multiple Departments are responsible. Use sub-reports to list products and reasons for reprint. Include date range parameter to filter cases by time frame.
Don’t always deliver exactly what was requested – think about making reports actionable
Reporting to include information from sub-grids (can’t do this from a CRM view)

22. SQL Reporting Services (SSRS) – Top 50 Sales Report
Request: Provide a dashboard for sales to the Top 50 customers for the organization to be shared with Executive Team.
Data available: Accounts, Strategic Sales, Sales Report Statuses (CRM entities)
Solution: Use an SSRS report with sparklines and indicators to create a dashboard to enable Executives to interpret and draw conclusions from sales trends.
Combination table/chart + indicators, color formatting, etc.
Complex query to manipulate the data to be formatted the way it needs to be for reporting

23. BI Tool – PowerBI – New Logo reporting
Key Question: What is Taylor’s activity surrounding new logos?
Data available:
Accounts (CRM entity – Dynamics)
Tech Center Visits (CRM entity – Dynamics)
Opportunity data (CRM entity – Dynamics)
Research requests (Google form)
Accounts (CRM entity – SFDC)
Opportunity data (CRM entity – SFDC)
Solution: Aggregate data from multiple sources into a single dashboard view using a third party BI tool – PowerBI.
Taylor has a space at our headquarters in Mankato where sales teams can bring customers to showcase the products and services that Taylor provides in an innovative and tech-forward manner. The space is really cool and makes a positive impression on both customers and prospects. As you can imagine, investing in a facility like this doesn’t come cheap, so I was asked to work with the team that runs the Tech Center to determine how we could leverage data from multiple sources to calculate the ROI for the center.
Data available:
Visit Request form (Google form)
Tech Center Visits (CRM entity)
Opportunity data (CRM entity)
Post-Visit satisfaction survey (SurveyMonkey survey)

24. Questions? Christina Schroeder
Director of Sales Operations, Strategic Relationships

25. Roundtable Discussion
Topic: Everything under the Sun
Presented by: Jay Murphy

26. Discussion Opportunities
What version are you on?
What is keeping you from upgrading (if applicable)?
Are you considering upgrading to the cloud?
If in the Cloud, what do you enjoy the most about Dynamics CRM Online?
What is your best user adoption tip or trick?
Do you use CRM for Sales, Marketing, and Service?
Do you have Power Users within your company? How do they help embrace adoption?
What ISV product is your favorite to use? What is one you are looking to use?

27. Next Meeting: Thank you to our Annual Chapter Sponsors!
Date: May 18, 2017
Time: 9-12:00
Place: TBD
Topics: TBD
Member Showcase: Volunteers?
Be sure to REGISTER for the next meeting!
Connect with us if you are interested in becoming a chapter sponsor! Please contact Lauren at

28. Feedback… We want yours!
You will receive a survey via after the meeting
Please provide feedback. Your opinion is valued!
Be sure to include topics you would like to see covered in future meetings

29. THANK YOU FOR ATTENDING!