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White Papers

White papers classified by subject, available on Prodware

5 mistakes to avoid when evaluating an enterprise field service management solution 5 mistakes to avoid when evaluating an enterprise field service management solution

Issues explored include development costs, implementation time, third party integration, mobile applications and deployment decisions.

Subject : (CRM) / Services / Projects / Scheduling / CRM / Customer Relationship Management

Summary: Evaluating and implementing a FSM Solution is not a simple process. This whitepaper highlights 5 areas where mistakes are commonly made. Learn how to spot these beforehand, ask the right questions, and know what to look out for.

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Beyond ERP: ERP+CRM whitepaper | Prodware UKBeyond ERP: ERP+CRM whitepaper | Prodware UK

Connecting your current ERP system with CRM software links relevant pieces of information and ensures these are available across the entire company.

Subject : (CRM) / Marketing / CRM / Customer Relationship Management / ERP / Enterprise Resource Planning

Summary: Connecting your current ERP system with CRM software links relevant pieces of information and ensures these are available across the entire company.

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Collaboration in the 21st century | How technology can support the modern workforceCollaboration in the 21st century | How technology can support the modern workforce

How can businesses best facilitate, and indeed encourage, collaboration?

Subject : (CRM) / Social Media / CRM / Customer Relationship Management / Marketing

Summary: Why is engendering collaboration commercially important? How can businesses best facilitate, and indeed encourage, collaboration? We will discuss which technologies and processes they need in place in order to support effective collaboration. What exactly does modern collaboration look like in an increasingly fragmented and mobile work environment? How can customer facing teams such as sales and marketing work better together to provide a seamless customer experience?

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Emerging Challenges of the Modern CMOEmerging Challenges of the Modern CMO

Increasingly the marketing function is emerging as a strategic part of the business rather than merely a tactical support unit to the sales team

Subject : (CRM) / Social Media / CRM / Customer Relationship Management / Marketing

Summary: The modern Chief Marketing Officer (CMO) is a key member of any business’s leadership team –increasingly the marketing function is emerging as a strategic part of the business rather than merely a tactical support unit to the sales team. As such there are therefore increased touchpoints with other internal teams and a focus on the ROI that must be provided from increasing marketing budgets.

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Knowledge Management in Customer Service 2016Knowledge Management in Customer Service 2016

Knowledge is the cornerstone of consistent customer service and customer experiences across channels and devices

Subject : (CRM) / CRM / Customer Relationship Management

Summary: Knowledge is the cornerstone of consistent customer service and customer experiences across channels and devices, yet many organisations today are still struggling with this key foundation.

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Making the case for a field service management solutionMaking the case for a field service management solution

How exactly do you make a case for a field service management solution to the decision-makers in your organisation?

Subject : (CRM) / CRM / Customer Relationship Management

Summary: For years, margins on product --i.e. selling equipment -- were 3 to 4 times higher than those for service within the industrial services industry. As a result, the CFO and other executives often shied away from investing to improve field service operations -- so convincing them of the need for a field service management solution was challenging.
Times are changing though. Service is the backbone of customer experience, and customer experience is the backbone of revenue growth (more on that below). In this new environment, how do you make a case for a field service management solution in your organisation?

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Migrating to a new CRM: How to get startedMigrating to a new CRM: How to get started

We take a closer look at the stages of migrating to a new CRM platform - reviewing best practice and providing advice on a successful project.

Subject : (CRM) / Marketing / CRM / Customer Relationship Management

Summary: In this white paper, we take a closer look at the stages of migrating to a new CRM platform.
Planning, through to the selection process, to the deployment and onto the ongoing user adoption and training.

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Multi-Channel Campaigns in a Connected WorldMulti-Channel Campaigns in a Connected World

The evolution of more complex multi channel campaign plans bring challenges and benefits to the modern marketing team.

Subject : (CRM) / Social Media / Marketing / CRM / Customer Relationship Management

Summary: The evolution of more complex multi channel campaign plans offers challenges and benefits to the modern marketing team both internally and externally. Marketing automation technology that connects all audience touch points supports best practice.

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Navigating the Customer Journey in a Changing LandscapeNavigating the Customer Journey in a Changing Landscape

Every company is able to engage with potential customers through multiple channels, it’s vital that companies are agile with an established USP.

Subject : (CRM) / Social Media / CRM / Customer Relationship Management / Marketing

Summary: In a highly competitive landscape, where every other company is able to engage with potential customers through multiple channels, it’s vital that companies are highly agile with an established unique selling point (USP) and with a complete and accurate view of competitor behaviour. Customer journey mapping allows for effective division of tasks between different elements of the sales and marketing departments, and ensures that the right messaging gets to the right customer at the right time.

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Nucleus Research - Microsoft Announces Dynamics 365Nucleus Research - Microsoft Announces Dynamics 365

Microsoft announced Dynamics 365, a new approach to business applications that brings together Dynamics CRM, AX, and Office 365.

Subject : (ERP) / ERP / Enterprise Resource Planning / CRM / Customer Relationship Management / Cloud computing

Summary: On July 6, Microsoft announced Dynamics 365, a new approach to business applications that brings together Dynamics CRM, AX, and Office 365 with a unified application platform and data model. Building on the capabilities of Power BI and PowerApps, this new approach further democratizes the development of business applications and gives Microsoft a powerful competitive weapon against standalone ERP and CRM players.

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Retaining customers and agents | The dual customer service strategyRetaining customers and agents | The dual customer service strategy

In this whitepaper we will address the changing world of customer service engagement – both in terms of client expectations and how organisations must

Subject : (CRM) / CRM / Customer Relationship Management

Summary: Customer engagement is evolving: everyone is mobile and social, and as ever, people trust opinions from their friends and peers more than they trust brands. Customer expectations continue to rise around the number and variety of channels through which to receive service, and the quality of that service.

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Smart IT in the field service management industrySmart IT in the field service management industry

Are you curious about how IT can save your field service management operation time and money, support your employees, and improve the service you prov

Subject : (CRM) / Cloud computing / CRM / Customer Relationship Management

Summary: The biggest challenge and opportunity now facing the manufacturing and service management industry is undoubtedly the ‘Internet of Things (IoT)’ which provides a completely new way of maintaining and repairing devices. Organisations have an opportunity to stay ahead of the competition by digitalising their service offering with IoT and other smart IT solutions.
With smart innovations, field service engineers can achieve higher customer satisfaction and higher productivity at a lower cost. Smart applications provide more efficiency and help streamline primary processes from proposal to service delivery.

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Strengthen customer relationships and maintain profitable business within the new Professional Services landscapeStrengthen customer relationships and maintain profitable business within the new Professional Services landscape

The landscape for providing (PSOs) professional services has changed and the dramatic pace of transformation shows no sign of slowing down.

Subject : (CRM) / CRM / Customer Relationship Management

Summary: Regardless of whether your company operates as a consultant, architect, accountant, construction company, lawyer or IT vendor; the main underlying challenges faced are the same:
1. How do we drive down business costs and maximise profitability without impacting our service delivery and quality of care?
2. How do we improve the perception of our specific services and our ability to project our professionalism to our target audience?
3. How do we ensure a consistent and sustainable quality of service?
4. How do we ensure we retain customers and attract repeat business so they become our advocates?

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The Evolution of Customer Contact: How Technology and Behaviour Have Changed The LandscapeThe Evolution of Customer Contact: How Technology and Behaviour Have Changed The Landscape

How have marketing flexed over time in answer to the demands of consumers and how has technology both caused and reacted to these trends?

Subject : (CRM) / Marketing / CRM / Customer Relationship Management

Summary: How have marketing flexed over time in answer to the demands of consumers and how has technology both caused and reacted to these trends? The marketing discipline as we know it today, although over a century old and thus in a sense extremely well-established, is nevertheless an invention of modernity.

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The Modern Traveller | Opportunities Facing UK Holiday ParksThe Modern Traveller | Opportunities Facing UK Holiday Parks

Highlighting the factors facing the holiday park market moving forward & the opportunities available to holiday park operators supported by technology

Subject : (ERP) / Accounting and finance / ERP / Enterprise Resource Planning / CRM / Customer Relationship Management / Holiday Parks

Summary: This white paper will look to highlight the factors facing the holiday park market moving forward and the opportunities available to progressive holiday park operators supported by technology. How will challenges such as Brexit and the rise in the national living wage affect the industry? And, how can holiday parks embrace opportunities such as changing customer behaviour and digital transformation in order to offset these challenges?

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Top 10 Steps to Achieving Success in Modern Distribution - Getting the Basics RightTop 10 Steps to Achieving Success in Modern Distribution - Getting the Basics Right

A distributor needs to get the basics right in order to adjust to a flexible and modern business model

Subject : (ERP) / CRM / Customer Relationship Management / Distribution / ERP / Enterprise Resource Planning

Summary: In today’s digital wholesale environment, the distribution link in the supply chain is the squeezed middle; reacting to changes in consumer behaviours, the need for improved inventory and logistics efficiencies, driving down “cost to serve” against a backdrop of the need to improve margins. Before a distribution organisation can hope to achieve a flexible and dynamic business model that will equip them with the tools to succeed and expand into new markets, firms need to get the basics right.

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Trends and innovations in the service management industryTrends and innovations in the service management industry

Are you curious about the benefits of innovations such as the Internet of Things, machine and forecasting for your service management operation?

Subject : (CRM) / Cloud computing / CRM / Customer Relationship Management

Summary: Whether you are a manufacturer, distributor or a pure field service organisations, it is important to keep up with service innovations. More new, advanced devices and technology exist in the market, and devices and installations are nowadays easy to connect to the IoT. Not just at installation but ongoing maintenance requires the necessary technical know-how and correct administrative follow-up. More than ever, field service experts should be able to carry out the necessary interventions quickly and appropriately.

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Understanding Social Engagement and its Commercial Importance Understanding Social Engagement and its Commercial Importance

Social engagement has a role to play at almost every stage of your sales, marketing and customer service interactions

Subject : (CRM) / Social Media / Marketing / CRM / Customer Relationship Management

Summary: Social engagement involves establishing informed sales and marketing goals and actions. Clearly, comprehensive sales and marketing intelligence requires multiple tools and processes. Social engagement has a role to play at almost every stage of your sales and marketing including, sentiment analysis, product development, target market identification and segmentation, lead identification, lead nurturing, sales, customer care and support.

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