- Server maintenance: There are ongoing tasks that should be performed on a regular, if not daily basis, like backing up the CRM databases and optimizing the database indexes. These tasks are typically performed by an internal or external (outsourced) IT specialist.
- Ongoing business changes: The more common needs our users experience is the need to make changes to CRM to reflect changes in the business. This might include adding new values to a drop-down field, adding new fields to a form, making a field required, updating sales rep quotas and adding new reps and even creating a new Excel report. Microsoft provides the tools to make these types of changes quickly and easily within Dynamics CRM. While it may not be the best use of the sales manager's time, most of our clients have been able to identify a "super user" who is able to become comfortable with these tasks and who can manage them for the organization. The "super user" can also be a great go-to person for training and questions about using CRM.
- Enhancements and upgrades: From time to time, your organization may wish to implement more sophisticated changes including an upgrade, new more complex reporting, integration with your enterprise resource planning (ERP) or financials system and the like. Most organizations opt to bring in a qualified Microsoft partner to help them with this type of work.
This was first published in August 2007