just coding...

Marketing Management And CRM


Relationship Marketing (RM), Customer Care and the all-important ‘people element’ of an organisation has become the focus of a new approach for most organisations.

Customer Service and Customer Care are in fact part of the broader concept of RM and are included in systems of Customer Relationship Management (CRM).

Marketers are attuned to the idea that delivery of extra ‘added value’ through service, customer care and people dimensions is the critical competitive factor.

Increasingly, customers are looking for good service delivery and quality and will respond positively to high standards of customer care from the marketer.

High levels of service and customer care should be seen as part of a broader programme of Customer Relationship Management (CRM).

·         From the marketer’s point of view, RM makes good business sense, primarily because of the costs of recruiting new customers compared to the costs of keeping existing ones and, related to this is the notion, the ‘life time value’ of customers.

·         In terms of costs, it is known it costs much more to gain a new customer than to retain an old one.


The subject of CRM is focused upon relationships so it is important to answer these two key questions:




Relationships are complex opportunities to learn and through mutual exchange build dependencies and trust.

This is the essence of their significance, however, the importance of the relationship is that it has to be felt.

Forming relationships and sustaining relationships is different, each requires relevant levels of energy and commitment.

Relationship is an emotional concept which needs nourishment in order to remain a valued relationship.

The emotional attachment being much less in the case of Transactional Relationships is a most substantial engagement in an involved relationship.

Moving from independence to interdependence requires significant investment in time, dedication and devotion and faith.



             The convenience of time and place

             Productivity and efficiency

             Psychological comfort

             Ease of connection

             The feeling of comfort

             Meeting unmet or unfulfilled needs and the need to bond

             Support, stability and continuity

             The right platform


             Attachment to an identity


             Poor, disappointing experiences which create low switching costs to competitor products

All these are people based, customers are people with feelings, many of which prefer a relationship basis to business than an uninvolved transactional approach. This is also important when the marketer is working across cultures and needs to understand how relationship are the basis to business.


The essence of all relationships is trust, how it is perceived, determined, exchanged and experienced.

Trust is built over time, through rational and emotional factors based upon source credibility, linked to an identity.

Trust is reinforced by the delivery on promises and the development of customer intimacy throughout the customer life cycle.

The life time value of a customer, achieved through repeat purchase loyalty is based upon a ‘trust bond’ that has been formed between the marketing organisation and the core customer groups.


It is well acknowledged that the strategies for successful market leadership are simple in definition but difficult to achieve and sustain. These are: -

1.       PRODUCT LEADERSHIP: Having the ‘best product’, well-differentiated from the competition

2.       OPERATIONAL EXCELLENCE: Sustaining consistent operations and controlling the overall cost

3.       SERVICE LEADERSHIP: Having the best total service

4.       CUSTOMER CARE: Having the best total solution for customers

 All of this is embedded in the total delivery to the customer which is manifest in the Brand identity. Therefore the marketer cannot ignore the vital role played by customer care.

The future of the business is with the customer, therefore systems to ‘hear the voice of the customer’ are important for companies, so that they remain relevant to customer needs.


Definitions are various, in fact understanding CRM and perceptions of it are also multi-dimensional.

At a simplistic level, CRM is simply database management of customers; at a strategic level it describes total customer experience management.

At a rational level, the definition of CRM is to optimise customer satisfaction within resource constraints with a view to maximise shareholder return.

At a conceptual level, CRM is envisaged as a comprehensive integrated customer strategy which involves customer identification, customer acquisition and customer retention to drive profitable customer loyalty through value-based customer processes and services.

CRM is therefore intended to support customer relationships through well-conceived organisational structures, business processes and customer-based policies which include IT-based solutions and supporting software. Many organisations are still starting out on this journey. Some are along the road, although reaching a final destination is a real challenge because the market landscape is always evolving.

 CRM nevertheless is a defined strategy for achieving business objectives which enable effective responses to customer needs to help organisations acquire, grow, and retain profitable customer relationships. It depends upon relevant, reliable, robust, viable information about customers for company-based relationship management and in turn an opportunity to achieve customer process improvements.

Defining and redefining the boundaries of CRM remains a challenge and its adoption will depend upon the evolution of the organisation, as mentioned it may be a journey without a final destination.

In more progressive organisations, CRM is process-driven, with a clear focus upon the total customer service encounter whereby the ‘total customer experience’ is the main route to sales and profitability. In this case where CRM has really been adopted three approaches can be identified: -

·         Collaborative CRM

·         Analytical CRM

·         Operational CRM

Collaborative CRM involves partnerships between the company and its customers and also networks where interdependencies are built based upon commonly held objectives (e.g. value chain interdependencies).

Analytical CRM uses customer data as an asset for shaping future customer-based marketing and sales initiatives. This will cover traditional areas for customer analysis such as segmentation, customer purchase metrics for customer acquisition, customer retention, up-selling, customer profiling, customer lifetime value and customer credit rating.

In addition, research into the total customer experience, into customer value creation and maintenance to achieve a 360 degree view of the customer is all within the domain of Analytical CRM.

Operational CRM is a set of activities that work within a corporate culture in the drive for customer centricity. Operational CRM (excluding the IT component) uses profiled customers and named contacts to build valued relationships over multiple purchase related transactions.

These transactions have points of contact between the company and the customer called ‘touch points’ which need to be carefully managed. Collectively these become the foundation for the ‘Total Customer Experience’.

In very simple terms, Operational CRM is about

                    Finding new customers

                    Getting to know them

                    Staying connected

                    Knowing how you are valued for future business transactions with them

                    Ensuring customer expectations are met

                    Checking that promises have been kept and have been worthwhile in the eyes, heart and mind of the customer

The benefits are customer retention and customer loyalty through repeat business and knowing the lifetime value of the customer to the business


Customer Centricity is based on the original concept of marketing

“Profit through Customer Satisfaction”

The rationale for adopting this company wide corporate culture is simply that new solutions are needed to bridge the shareholder value gap. Shareholders expect more return, the answer is in the market place! This can best be achieved by growing customer value in terms of the customer base and the value of purchases made. Top management has been awakened to the fact that customer centricity actually works. Many organisations are placing the ambitions for customer centricity as a high priority.

To define Customer Centricity in more detail: -


Total Organisational Commitment To The Adoption Of The Marketing Concept As A Working Belief System For Business, Whereby Existing & Future Customer Needs, Wants, Values and Expectations Are At The Epicentre Of All Management Decisions Supported By A Relevant Operating Culture For The Achievement Of Progressive Shareholder Value, Through Confirmed Customer Satisfaction. Massingham 2008

This is a huge undertaking for companies who have been product centred or sales oriented, it requires a mind-set adjustment across the business or organisation as a whole. It requires so much more effort than most managements are aware. There may be a significant gap between the AMBITION for customer centricity and the ABILITY to achieve it.


There are a series of steps to be taken: -

                    Know the Customer Base and have this captured in a data base system for analysis and retrieval

                    Segment Customers Into Meaningful Groups

                    Profiling the Customers within each segment according to meaningful characteristics which may influence purchase behaviour

                    Know The Financial Performance Of Each Segment in terms of income and profit

                    Build A Marketing Strategy For Growing Customers

                    Build Systems For Customer Loyalty, Customer Connections and Relationships

                    Build The Brand through sustained investment in Brand Identity because this is the anchor the customer and the employees will attach themselves to

                    Energise for Positive outlook at the Customer interface all the time.

You Must Really Know:-

                    Who Are Your Customers?

                    Where They Are Located?

                    What Motives Induced Purchase /

                    Why They Return To You?

                    Why They Return Again?

For many companies, this is where the CRM journey begins


For more traditional organisations, especially family owned small and medium sized businesses there may be a lack of customer focus. Staff are motivated to maintain existing systems and the customer is forced into patterns of behaviour to suit those systems. Often customer needs therefore are not met and customers are lost where staff try to help, the systems will experience problems and staff become de-motivated. This is really quite common.

Company management may not be willing to change because this ‘status quo’ formula for business has always worked, so therefore management have entrenched attitudes and they are not really concerned about customer feedback.

There is a prevailing mind-set that ‘price is the only thing that matters’, in which case employees believe that ‘the voice of senior management is more important than the voice of the customer’.

New Features with Microsoft Dynamics CRM 2016


Offline mobile capabilities

More new Cortana integrations (beyond what's there already in Dynamics CRM) with sales activities

Tighter integration with the Cortana Analytics Suite

Better mobile app management with Intune

Next release of Microsoft's CRM app for Outlook that will allow users to track emails, add contacts and create records through the browser on PCs or Macs or mobile browser on a phone

Ability to open Office apps within CRM or CRM mobile app


Personalized sales documents

New Excel templates for automating many core tasks

Integrated Delve functionality

Improved Outlook Experience

Customer Service

Unified Service Desk


Social Listening and Social Analytics

More use of Azure Machine Learning for sentiment analysis in Microsoft Social Engagement

You can also quick lookup this document for more details :

Microsoft Dynamics Workshop - CRM Development Tickets, Manchester | Eventbrite

I'm one of presenter of this event. Please join us :)
More details here :

CRM Consultants UK
Event Description
The Objectives of the CRM User / Developer Group is to tackle issues related to overcoming common business obstacles when implementing CRM Business solutions.

This Month Microsoft CRM MVP Boris will be giving a presentation on how dynamics CRM can be extended and developed to provide XRM Solutions for various Industry requirements, and go beyond customer relationship management.

Razwan ( Microsoft Dynamics Solutions Architect) will then explore new features of CRM 2015 and SDK enhancements and open the floor and workshop for further dialogue related to technologies for business automation and analytics
Saturday, 13 June 2015 from 18:00 to 20:00 (BST) 
SpacePortX - 24-26 Lever Street Manchester, Gt Man M1 1DZ GB

Microsoft Dynamics CRM Online 2015 Update 1

Microsoft Dynamics CRM Online 2015 Update 1Microsoft Dynamics Marketing 2015 Update 1,  Microsoft Social Engagement 2015 Update 1 (formerly Microsoft Social Listening)and Parature, from Microsoft 15.2.

Updates are in the works for 2015! Read on for changes coming soon.

On this page:

 New features

 Technical Changes

 Release Timing

 How to get the updates

 How to prepare for updates

 Pricing and licensing

 How to stay informed


New features

These are just a few of the highlights coming:

Dynamics CRM Online

  • Improved navigation and user interface options: Increase adoption with improved user experience, including new UI themes and faster navigation to records.

  • Immersive Excel experience: Now you can use Microsoft Excel Online to do quick analysis right from CRM Online.

  • Excel export completely redesigned. With a single click, you can export to Excel anywhere, including the desktop version of Excel (2007 and later), Excel Online, and other Excel clients.

  • Embedded OneNote: Capture photos, take voice notes, do free-form drawings, and more. Everything is automatically linked with the record in CRM Online.

  • Track email by folder: Folder tracking provides a new and intuitive way to track incoming email activities on any device that supports Exchange. Now you can track your email directly from virtually any device.

  • Social sales: Define rules for creating or updating CRM records from incoming activities. For example, you can now generate leads or opportunities from social posts.

  • Mobile sales: With the new CRM for Phones app, enjoy the same great mobile experience on your phone as you do on your tablet. Nurture your leads and opportunities through the sales process with the new intuitive interface.

  • Integrated Parature knowledge base: Empower agents with knowledge base integrated into daily service interactions, including the ability to both search and receive automated suggestions.

  • Create Office Groups: Collaborate with team members who don't have access to CRM Online with Office Groups. For example, create a group for your sales team, invite other Office 365 users to join the group, and then share documents, email, OneNote notes, and more.

For more details, see What's new for administrators and customizers and What's New in Microsoft Dynamics CRM.

Dynamics Marketing

  • Separation of service bus namespace for SDK and Connector: You can now configure Microsoft Dynamics Marketing SDK and Microsoft Dynamics Marketing Connector for Microsoft Dynamics CRM with different service bus namespaces.

  • Microsoft-owned queues for CRM Online integration: Microsoft Dynamics Marketing now provides managed service buses for CRM Online integration. You don't need to have a Microsoft Azure account and service bus namespace for CRM Online integration.

  • Double opt-in for email marketing: Send an opt-in link to incoming contacts to verify them. Double opt-in helps you to maintain lead quality and remain compliant with regional regulations.

  • Duplicate detection in email messages: Configure your instance so that email messages are delivered only once per email inbox and avoid sending multiple emails to duplicate contact records.

  • CRM integration enhancements: Set up the Microsoft Dynamics Marketing Connector for Microsoft Dynamics CRM with ease. Avoid the hassle of creating a Microsoft Azure namespace and simply leverage the Microsoft managed service bus for integrations with Microsoft Dynamics CRM Online.

  • Assets & media improvements: Tag your assets using multiple keywords and use the improved keyword based search to filter them.

  • Enhancements in analytics using Power BI: Build up your analytics capabilities with the all-new, role-specific Microsoft Dynamics Marketing Connector for Microsoft Dynamics CRM dashboard widgets. Utilize a range of newly exposed OData feeds related to budgeting, lead management, and settings.

For more information about the update, see What's New in Microsoft Dynamics Marketing.

Social Engagement

  • User Interface: Completely redesigned UI throughout the application for an even more intuitive and simplified user experience with visual contextual filtering capabilities.

  • Social Center: User-specific configurable and shareable streams display social posts as they come in and allow you to proactively engage with both your fans and critics from Facebook and Twitter.

  • Social Analytics: Richer data with new visualizations, such as cloud tags, top hashtags, and geo-location for greater insights.

  • Language & Geographic Availability:  Microsoft Social Engagement is available in 110 markets and 19 languages.


  • Omni-portal: Enterprise organizations with a single public-facing brand presence can now easily deliver online support and self-service knowledge for a variety of departments or product lines, all while using a single service desk to consistently manage the brand's customer support.

  • Enhanced knowledge search capabilities: Advanced search capabilities in the Parature knowledge base deliver more relevant results, with added search filters to search for knowledge based on highest feedback ratings, document type, date added or updated, etc.

  • Multi-lingual service and globalization:  Enable assisted service in local languages with routing based on customer language preference and real-time chat translation.  Provide translations for Knowledgebase articles and portal strings to empower customers with self-service in local languages.

  • Portal specific metrics for reports: Create more accurate reports with metrics provided for each Portal Alias. Capture Key Point Indicators to help identify the efficacy of each Portal Alias.

For more information, download the Parature Spring '15 Release Preview Guide.

Technical Changes

From time to time, we must add and remove items from our supported configurations list to keep current with technology and allow us to provide you the best product possible. Stay tuned for important information about any changes to supported configurations.

Release Timing

The upcoming releases for Dynamics CRM Online, Dynamics Marketing, Social Engagement, and Parature will be available in the second quarter of 2015. Please visit this page periodically to get the most current information about the upcoming versions.

How to get the updates

Dynamics CRM Online

Dynamics Marketing

  • The listed administrator within your organization will be notified by email about the specific timing of your update to the next version. Microsoft will send several reminder communications as the scheduled update approaches.

  • Should this scheduled date not be suitable for your organization, you will have an opportunity to reschedule the date through a service request.

  • Keep looking for emails with more specific instructions for updating Microsoft Dynamics Marketing.

Social Engagement

  • The listed administrator within your organization will be notified by email about the specific timing of your update to the next version. These updates will happen automatically and Microsoft will send several reminder communications, with the details, as the scheduled update approaches.  


  • The listed administrator within your organization will be notified by email about the specific timing of the update to the next version. Microsoft will send several reminder communications as the scheduled update approaches.

How to prepare for updates

Test the updates in a sandbox environment. We always advise that you preview and test new versions in a non-production environment before you update your live production instances. This will give you the opportunity to verify the compatibility of any customizations that you may have made, or any third-party customizations that are installed. Additionally, testing will also allow you to assess the impact of the upcoming changes on your organization and your users. If you haven't already done so, we strongly advise obtaining a non-production instance.

Browser support for Parature. Parature supports all major browsers and their latest versions, including Internet Explorer, Google Chrome, and Mozilla Firefox. To make sure that you can take advantage of all the enhancements to the Service Desk and Support Portal, make sure that you update your browser to the latest version.

Upgrading to a new version of Dynamics Marketing. We have designed the upgrade process to be as quick, easy, and trouble-free as possible. When there are major version updates, you have some flexibility in choosing when your Microsoft Dynamics Marketing instance should be updated and avoid unexpected feature changes, unavailability, or downtime.

Update Rollup 1 (UR1) for Microsoft Dynamics CRM 2015

Update Rollup 1 (UR1) for Microsoft Dynamics CRM 2015 is planned to solve the following 187 issues:

  • Appointment tile only shows the end time of appointment in the CRM for Tablets.
  • Cannot use backspace key to delete value from fields with iOS7 in Safari on iPad.
  • 1: N lookup fields are not populated when using mobile devices.
  • A JavaScript error occurs switching between forms for Facilities/Equipment.
  • A script error occurs when closing a DateTime control in CRM for Tablets.
  • Using the OrgDbOrgSetting tool to set the boolean value SkipGettingRecordCountForPaging to True causes paging to be removed from subgrids.
  • After upgrading to CRM 2015 the fields DeliveryPriorityCode and DeliveryLastAttemptedOn do not appear on all Out of Box Activity Entities.
  • Business Process Flows are not displayed on the Account entity for the System Administrator role.
  • Business Rules do not fire when comparing a decimal field value equal to 0.
  • Cannot Save or Delete Connections when Team Templates are removed.
  • Charts containing option sets ignore the order that is specified.
  • Command bar Enable rules do not work when detecting if an attribute exists in the CRM Client for Outlook.
  • Dependency calculation error occurs when importing a queue item view with an attribute from a custom relationship.
  • The Activities tab in the Social Pane will not display Email Activities containing an invalid HTML format.
  • Ellipses are disappearing when the command bar labels have long names.
  • Extra white space appears between form controls when scrolling in Safari on iOS7.
  • When assigning Team membership via a custom plugin, users receive an error message when attempting to open records owned by the assigned Team.
  • Executing a ApplyRoutingRuleRequest message in code will execute without error but the rule is not applied.
  • Removing or inserting line breaks in response to an HTML email using the web client will cause email font to be lost in some parts of the email body.
  • Incorrect messaging for Marketing Campaigns when using Russian language pack.
  • Incorrect time is displayed when using custom time formats on Activity entities.
  • Loading a child record from a parent can cause parent activities to load on child activity wall.
  • Merging records with same Team as the owner creates unnecessary POA records.
  • CRM for Tablets will not configure for some time zones.
  • On Quote, Order, and Invoice the associated entity navigation bar is not updating with the correct navigation tiles.
  • Outlook crashes when viewing another users items in the calendar, contacts folder, or task folder.
  • Outlook hangs after startup when CRM for Outlook is configured.
  • Parent Account is not populated for Phone Call activites if creating the activity from a subgrid on the Account entity Information form.
  • Quick Find does not work on Articles when added to a Dashboard as a subgrid.
  • Quick View form shows incorrect status reason values when displaying the data on a different entity form.
  • Rendering issues with SharePoint integration when using managed metadata columns in SharePoint.
  • A script error occurs when deactivating a CRM record after viewing the Documents area for SharePoint integration.
  • Resizing a chart pane that contains multiple X Axis categories, one of which is a Boolean field, causes category values to be removed.
  • Resolved Case settings in Case Creation rules are not processing as expected.
  • Resources tile is not present under related navigation for the Site entity.
  • Using the Save and Close button when creating multiple Appointments on the Sales Calendar causes an error to occur.
  • Scroll bar does not appear on Edit Properties and View Properties dialog windows for SharePoint documents.
  • Scrolling appears jittery and does not react to touch in Safari on iOS7 on iPad3.
  • Sent Emails are not promoted to CRM when using Track all Email messages and Server Side Sync.
  • Using Xrm.Page.ui.setFormNotification to set a notification does not work when triggered from a Quick Create form.
  • Solution import fails with error that the LocalizedLabel is required by another solution.
  • Error messages generated when working with Appointment activities appear in a language different than the default selected for the CRM organization.
  • Related navigation tiles are missing from entity forms.
  • Tiles for sub-menu items are missing from horizontal navigation bars.
  • Updating an email address value for a recipient that contains multiple email addresses in CRM causes replies to a previously received email to be sent to the newly updated email address instead of the original email address.
  • The DisplayRules for command bar buttons are not reevaluated after a case record has been reassigned.
  • Regarding information is missing for email activities when going offline.
  • The Reading Pane for Phone Call records are not displayed in CRM for Outlook.
  • The sample currency format that is displayed in the Personal Settings Format tab is displayed incorrectly.
  • Users with Administrative Access Mode are unable to import a solution containing Reports.
  • Attempting to update a Connection entity record that does not have a Connection Role defined results in an error.
  • Asynchronous Plugins that generate a COM Exception enter a failed state instead of being temporarily suspended and cannot be retried.
  • Custom web resources inserted in an iframe on an entity form are not rendered correctly when viewed in the Safari browser on iPad.
  • When adding data to the CRM Fields form in the Microsoft Dynamics CRM 2013 Client for Outlook, that data is not being persisted to the record if the user does not click away from the field to lose focus.
  • When Creating Custom System Views, users may notice that if they leave the Primary Name Attribute on the view, it may not display in the CRM for Outlook Client.
  • Exporting a solutiong containing an SLA record will add a new SLA workflow process to the customizations.xml file each time the solution is exported.
  • Datetime fields with a format setting of Date Only will continue to display time values when viewed in CRM for Tablets.
  • Attempting to filter a lookup using a 1:N relationship results in an error when clicking on the lookup icon if the related field is not already populated.
  • When inserting a template into the body of an email using Internet Explorer, the template is inserted at the top of the email body instead of at the expected cursor location.
  • Trace logging for the CRM Unzip Service refers to the SharePoint Async Service when it should instead mention the CRM Unzip Service.
  • Poor performance is observed when attempting to use the Find Available Times feature for Resource Scheduling for the first time.
  • Microsoft Dynamics CRM SDK calls will not work as expected if the Security Token Service used for Claims Based Authentication does not produce an Asymetric Security Token response.
  • You are unable to create records for custom Activity entities when the RegardingObjectId is set.
  • Clicking the dropdown arrow to the right of the Activities menu does not display Recently Viewed Items.
  • An error occurs when creating a new E-mail template: "An error has occurred, please return to the home page and try again."
  • Email fields do not resolve properly even after manually resolving to a Contact.
  • Phone Call activity created from a contact record does not auto populate the field Call To.
  • An error occurs when creating a second Appointment record from the Dashboard Navigation: "Try again."
  • When an .exe file is attached to a Note in a Case, it throws an error and the Note is not saved.
  • Script error occurs when clicking front and back arrows in the Help dialog.
  • Duplicate sequence numbers occur for Opportunity, Quote, Order and Invoice details.
  • A script error occurs when opening an entity on an Android 4.4 device.
  • Forms are not refreshed when assigning Accounts to other users.
  • ClientGlobalContext.js.aspx changes causing Silverlight controls to fail.
  • Tabbing does not work in Safari 8 on OS X 10.10.
  • Using the Stage.getCategory() function for the Process Flow API does not work properly.
  • Branch fields are not being reset when changing stage in the Process Flow in Safari 8 on OS X 10.10.
  • A blank page is added when exporting a report created from Report Wizard.
  • A script error occurs when removing all branches from a branching Business Process Flow.
  • An error occurs when trying to set dynamic fields in a workflow for the Account entity.
  • Saving a Business Process Flow without providing details in the "value" field throws an Invalid Argument error.
  • Opening an activated Business Process Flow and closing without making changes asks if user is sure they want to leave the page.
  • Business Rules do not execute after meeting conditions in CRM for Tablets.
  • Process Rules are not triggered when setting custom Two Option field with an existing field.
  • Required fields in CRM for Tablets are set and uneditable for Opportunities.
  • Stages in Business Process Flows are missing when using nested branches.
  • Going backwards in a Business Process Flow marks all items as Complete instead of clearing them.
  • Clicking on the Audit History tab of a workflow causes an "Unexpected Error" to occur.
  • Script errors occur when using Business Process Flow APIs such as setActiveStage.
  • Unable to import a managed solution containing Business Process Flows from Microsoft Dynamics CRM 2013.
  • Marketplace solutions links do not function.
  • Unable to create a Competitor and an error occurs when saving the Competitor form.
  • A script error occurs when closing a record from Bulk Deletion window.
  • Clicking Save and Close in the Hierarchy Security Configuration window without any changes throw an "Invalid Argument" error.
  • Daylight Savings Time changes for Chile and Mexico.
  • Hierarchy Security Configuration window does not appear in Chrome.
  • When adding users through Multiple Users window, it does not find valid Active Directory users.
  • Removing a security role from a team takes a very long time.
  • Performance on the Product entity has decreased.
  • Hierarchy rules are broken when a User's Business Unit is changed that is part of a user-manager hierarchy.
  • Error deleting Connections when using Azure plugins or Workflows.
  • Solution Imports fail when Workflows containing dynamic URLs are included.
  • Complex calculated fields on related entities cannot be defined.
  • Activity Feeds are not working in an Internet Facing Deployment upgraded to Microsoft Dynamics CRM 2015.
  • CRM for Outlook Pivot Table and dynamic export to Excel options fail to export.
  • Incorrect text is displayed when clicking on Add Condition for Calculated fields with the System Customizer role.
  • Unable to connect to an organization with more than 1000 users.
  • Event campaigns with "Publish to Web" checked are not being listed in the Event Calendar page.
  • When you have a plugin registered on Create of a Contact, the Contact fails to be created.
  • Actual revenue field, when edited with alphanumeric values, is getting reset with the previous numeric value present when using the CRM for Tablets.
  • Blank space displayed when scrolling through the associated records on Android 4.4 devices.
  • Script error occurs when a user navigates to an entity grid from a record after reconnecting a CRM for Tablets device to a network.
  • Unable to configure the Microsoft Dynamics CRM 2015 CRM for Tablets application with OAuth while on an internal LAN.
  • Black background is seen when scrolling records in 'Opportunity Product Inline' associated simple list of the Opportunity form in iOS8.
  • Notes quick create form is not dismissed on clicking System back button and application is closed on Android 4.4.
  • "All Day Event" within Appointment is not functioning as expected on Android 4.4.
  • Lookup bar leaves white space at right end while scrolling on Android 4.4.
  • List controls in search results are not populated with additional records on Android devices.
  • Tiles disappear when navigating to and from the dashboard on Android devices.
  • Dropdown values are not displaying properly the first time opened on Android devices.
  • A horizontal gray line appears on users lookup bar when using Android 4.4.
  • When "Prevent click-to-call" is unchecked under Policy set. Control policy error is displayed when user clicks on contact card when using CRM for Tablets.
  • Script error occurs when opening any record from an activity grid after using record set navigation on the CRM for Tablets.
  • Fields that are meant to be Date only should not show Date and Time controls in CRM for Tablets.
  • Receiving Invalid Parameter Error in CRM for Tablets for sub-grid views with Related Entity columns.
  • Changes made to the Email Server Profile record during the loading period persists.
  • A confusing error message occurs when the CRM for Outlook client cannot logon to the MAPI store in Outlook.
  • CRM 2015 Client for Outlook ADAL library is not FIPS compliant.
  • Appointment record is not created in CRM when tracked by invitee from the CRM for Outlook client.
  • An OAuth Error occurs when selecting CRM Online and "Connect automatically with my current credentials" is left checked when configuring the CRM for Outlook client.
  • Not able to send the direct mail for selected account record in outlook offline mode of CRM for Outlook client.
  • Unable to change the settings of Address Book, for the "Entity record type being Synced to Address Book" in the CRM for Outlook client.
  • Outlook crashes when configured with the CRM for Outlook client if it loses network connectivity.
  • Icons are not displaying for Opportunity Products and Opportunity relationships in the navigation bar.
  • Opportunity Product list does not show name for Write-In products.
  • Suggested Product is added more than once if we click on ADD button on the suggestion fly out more than once.
  • Business Closure URL allows for XSS security vulnerability.
  • Resolve stage in Case form is empty when using CRM for Tablets.
  • Incorrect solution customization for ContractTemplate and KbArticleTemplate.
  • Action Calls to navigate to a webpage is appending the org url when called through routing rule during session creation.
  • Show Tab functionality from a sub-button does not work properly.
  • Unable to set a timer on the Task Editor form.
  • Email a link option is not functioning on KB Article template.
  • Unable to use custom Views in Products subgrids.
  • Stakeholders and Competitors cannot be added in the Lead or Opportunity forms using a subgrid.
  • Incorrect dialog is displayed when selecting "Set Work hours" from the Customer Service Schedule.
  • When a custom entity has a primary name attribute set as optional and a record is created without a value for the primary name field, you are unable to select this record through a lookup to this entity.
  • Unable to create a new View using Chrome because of dialog stating "You must provide basic information about this view before using this form."
  • If a user does not have the Read permission for the Campaign entity an error will occur while reading, or creating an Account, Contact, or Lead.
  • After opening an Account record from the hierarchy view into a new window using left arrow pop up button the Account form appears. When that Account form is closed the home page is displayed instead of displaying hierarchy view.
  • Multi-line field headers are not a tab stop.
  • Script errors occur when changing Start Times on Service Restrictions.
  • Clicking On Associate child Cases and SetParent Relationship Dialog causes a JavaScript error.
  • Unable to open the Quick Find entities selection when in System Settings using Chrome.
  • Unable to use Lookup Field that will be filtered by N:1 relationship.
  • A JavaScript error occurs when clicking the OK button after checking checkboxes for Global Audit Settings.
  • Users are unable to select elements from a dropdown list using the keyboard.
  • Icons do not load properly on Safari 8 browser for OS X 10.10.
  • An error message occurs when trying to edit filter criteria of a System View.
  • Users are unable to unfollow or follow multiple records from an entity grid.
  • Duplicate tabs appear for Work Hours and Service Restrictions.
  • Unable to add columns in Reports wizard page for Sales reports.
  • Users are unable to enter First Name and Last Name in the Lead form on iOS8 devices.
  • Users are unable to enter First Name and Last Name in the Lead form on Android 4.4.2 devices.
  • Email Templates and Email tabs are not visible in Settings menu.
  • Buttons are hidden behind scroll bar and are not displayed appropriately on ribbon for Connection roles.
  • Form Assistant on Scheduling dialog does not show the Resources tree for the selected Service.
  • Double Click does not open properties dialog in Chrome.
  • Clicking OK or Cancel in the Recurring Appointment fly out does not work in Chrome.
  • A script error occurs when clicking delete on a Service Restriction.
  • The "OK" button does not respond in the Email Configuration form from the CRM for Outlook client.
  • Navigation arrows and item numbers disappear when browsing subgrid items.
  • You are unable to add components to an existing solution.
  • An error occurs when adding a custom filter in the CRM Client for Outlook.
  • The "OK" button does not respond in the Service Configuration Settings.
  • An error occurs when editing the Bing Map control.
  • Adding a step to a workflow causes a script error in Internet Explorer and causes Chrome to stop responding.
  • Service Schedule Work Hours are not being saved for "Are the same each day" and "var by day" options.
  • Activity status is truncated in the Activity record.
  • Field Security Profiles do not save.
  • The Save As dialog throws a script error when clicking the OK button.
  • Unable to see menu controls on the Menu Bar in Safari 8 on Mini Mac OS.
  • The Entitlements subgrid moves when scrolling and overlaps column names.
  • A script error occurs when clicking the "X" on the Service Scheduling dialog.
  • Unable to add multiple components to a Solution at one time.
  • Unable to share an Account record from the Advanced Find window.
  • Field Security permissions changes are not automatically reflected on forms.

Please see this support article for more:

Create web resources and IFRAME content for use with the CRM for tablets client

Although Microsoft Dynamics CRM for tablets does not support IFrames or web resources in this release, you can get started developing solutions that use these capabilities for a future release that will support them.

For Microsoft Dynamics CRM Online 2015 Update the capability to display IFrames or web resources in CRM for tablets is available as a preview feature for selected regions. This feature is only available for Android and iOS tablets and is not available for Microsoft Dynamics CRM (on-premises).

Enable this preview feature

Preview features are not meant for production use and are subject to separate Supplemental Terms of Use for Microsoft Dynamics CRM Online Previews.

The preview release of this feature is intended to facilitate early development and testing of touch-enabled controls for CRM for tablets. This preview also helps the product team to collect feedback from you.

Enable IFrames and web resources for CRM for tablets

When this preview feature is enabled you can configure IFrames and web resources in forms and dashboards in the Microsoft Dynamics CRM web app which can be configured to display in CRM for tablets. To enable this preview feature for your organization, you must be a CRM administrator.

  1. Go to Settings > Administration > System Settings and choose the Customization tab.

  2. Under Preview feature, choose agreement terms to review the terms of use.

  3. Under Preview feature, check both boxes to enable web resources and IFrames in CRM for tablets.

Configure a web resource to be displayed in CRM for tablets

After you have enabled this preview feature, you must also enable each web resource by selecting the CRM for tablets checkbox in the web resource form. The WebResource.IsEnabledForMobileClient attribute stores this data.

Configure a form or dashboard IFrame or web resource control to display in CRM for tablets

When you add an IFrame a web resource or to a form or dashboard you must select the CRM for tablets checkbox in the Add Web Resource dialog. This sets the<ShowOnMobileClient> (FormXml) parameter value for the control.

Known issues

  • You can’t use popups for authentication or other purposes from within IFrames and web resources on CRM for tablets.
  • Authentication for embedded O365 sites is not available.
  • Errors and memory leaks in IFrames and web resources can crash CRM for tablets and can cause client side data loss.
  • This preview feature can adversely affect application performance.
  • Microsoft Silverlight and image web resources are not available on CRM for tablets.

Microsoft Dynamics CRM 2015, Microsoft Dynamics CRM Online 2015 Update, Microsoft Dynamics Marketing 2015 Update, and Parature, from Microsoft.

Microsoft Dynamics CRM 2015, Microsoft Dynamics CRM Online 2015 Update, Microsoft Dynamics Marketing 2015 Update, and Parature, from Microsoft.

The 2015 updates for Microsoft Dynamics CRM and Microsoft Dynamics Marketing have arrived! Updates to Parature, from Microsoft are soon to follow in early 2015. These updates add enhancements to sales, marketing, and customer service functionality, and will also add features to facilitate marketing and sales team collaboration.

Products updated

These products will be affected by the 2015 update:

  • Microsoft Dynamics CRM online and on-premises versions

  • Microsoft Dynamics CRM for Outlook

  • Microsoft Dynamics CRM for tablets

  • Microsoft Dynamics CRM for phones

  • Microsoft Dynamics Marketing

  • Parature, from Microsoft

New features

These are just a few of the highlights in the 2015 update:

Microsoft Dynamics CRM

  • Create product families: Boost selling effectiveness with the ability to bundle products and recommend related products for cross-selling/up-selling opportunities.

  • Use sales hierarchies:  Manage and report on your sales data in a way that maps to your business. New hierarchical visualizations and roll-ups bring real-time territory and forecasting data to your fingertips.

  • Mobile sales improvements: Increase field sales productivity with flexible, role tailored dashboards and analytics, personalized home pages and the ability to navigate by hierarchy. This version of the tablet app also includes improved support for disconnected scenarios.

  • Access CRM records on the go via voice commands: Cortana is now part of Microsoft Dynamics CRM! For customers with Windows Phone 8.1, you can now use conversational voice commands to seamlessly create follow-up appointments, tasks, and phone calls; quickly find information; view your customer lists; and more. Note: This feature will be available in English only in markets where Cortana is available. Read about Cortana voice commands for CRM in the topic Take a tour of CRM for phones.

  • Enhanced sales processes: Guide sellers toward desired outcomes with enhanced branching logic within your sales processes. Increase impact via automation of business processes and enforcement of business rules across all devices.

  • Expanded case management functionality: Enable agents to provide differentiated levels of support with flexible Service Level Agreements (SLAs). Gain insight into service effectiveness with the ability to track and analyze key metrics like SLAs and thresholds.

  • Microsoft Social Listening availability: Microsoft Dynamics CRM Online customers with a minimum of 10 Professional users automatically have access to Social Listening as part of their subscription at no additional charge. Customers who have an Enterprise subscription also have access to Social Listening but with no minimum user requirement. You can add Microsoft Social Listening subscriptions from the Office 365 Administrative Portal.

  • Microsoft Social Listening for on-premises CRM customers: You can now access Social Listening directly from within Microsoft Dynamics CRM 2015 - even as an on-premises customer - and may also be eligible for a discounted rate. Contact your Microsoft Dynamics partner for more information.

  • Improvements in CRM for Outlook: Set up CRM for Outlook quickly and easily with the completely redesigned Configuration Wizard. With Microsoft Dynamics CRM 2015 for Outlook, users can sync assigned tasks and appointment attachments. Admins can control synchronization between pairs of fields, which provides confidence about where data is coming from and how it's shared. For more information, see Set up CRM for Outlook.

  • Customizable help: Personalize the user assistance by tailoring the in-product Help content to match the specifics of your Dynamics CRM implementation. You can modify what displays under the Help question-mark icon at either an entity-specific or organization-wide level. Please read Customize the Help experience.

For more detailed information about the update, see What's New in Microsoft Dynamics CRM.

Microsoft Dynamics Marketing

  • Sales and marketing collaboration: Strengthen your marketing and sales synergies with the new Sales Collaboration Panel, which allows sellers to provide input into campaigns and targeting.

  • Manage multi-channel campaigns: Streamline campaign creation and improve segmentation with graphical email editing, A/B and split testing, integrated offers, and approval workflows.

  • Improve B2B marketing: Deepen your lead management capabilities with webinar integration and improved lead scoring, including the ability to introduce multiple lead scoring models. 

  • Enhanced marketing resource management: Gain unprecedented visibility into your marketing plan with the new Interactive Marketing Calendar and improve collaborative marketing with Lync click-to-call and webinars.

  • Gain social insights within Microsoft Dynamics Marketing: Display social information collected with Microsoft Social Listening about your brand, campaigns, and more, all within Microsoft Dynamics Marketing.

  • Additional language & geographic availability:  Microsoft Dynamics Marketing is now available in Japanese and Russian, bringing the total to 12 languages and 37 countries currently supported. Find more information in the Microsoft Dynamics Marketing Translation Guide.

For more information about the update, see What's New in Microsoft Dynamics Marketing

Parature, from Microsoft

There are many exciting new things coming in Parature, from Microsoft in early 2015, including:

  • Knowledgebase management and reporting improvements

  • Comprehensive service desk configurations

  • Support ticketing enhancements

  • Insights into customer self-service/portal usage

  • Mobile service desk enhancements

  • New social channel monitoring

  • Real-time chat translation

  • Further integration with Microsoft Dynamics CRM

  • And more

For more information, download the Parature, from Microsoft Spring '15 Release Preview Guide.

Technical changes

Not only do we want to keep you apprised of new features in the 2015 release, but you also need to know about technical changes that could have an impact on your organization as well as additional resources available to you.  For example, as with previous releases of Microsoft Dynamics CRM, we add and remove items from our supported configurations list to keep current with technology and allow us to provide you the best product possible.

For more information, please read:

Release timing

The 2015 updates for Microsoft Dynamics CRM and Microsoft Dynamics Marketing are available now. Stay tuned for Parature, from Microsoft updates in early 2015. Please visit this page periodically to get the most current information about the upcoming versions.

How to get the updates

Microsoft Dynamics CRM:

  • Updates for online customers: You'll be able to schedule the specific date when your update occurs. We call this a customer-driven update since you “drive” the timing of the update to be the most suitable for your organization. It will be necessary for the CRM administrator to formally approve the update before the update can occur. If you haven't yet updated to the Spring '14 version, features that were added then will also be enabled during this update.  For more information about how this works for Microsoft Dynamics CRM, read Manage Microsoft Dynamics CRM Online updates or watch a short video about the Update process enhancements with Microsoft Dynamics CRM Online 2015 Update (3:33).

  • Updates for on-premises customers: Customers who are current on their Microsoft Software Assurance Plan or Business Ready Enhancement Plan will be able to get updates after the final product release. Learn more about Microsoft Dynamics Service Plans.

Microsoft Dynamics Marketing:

  • The listed administrator within your organization will be notified by email about the specific timing of the update to the next version. Microsoft will send several reminder communications as the scheduled update approaches.

  • Should this scheduled date not be suitable for your organization, you will have an opportunity to reschedule the date through a service request.

  • Keep looking for emails with more specific instructions for updating Microsoft Dynamics Marketing.

Parature, from Microsoft:

  • The listed administrator within your organization will be notified by email about the specific timing of the update to the next version. Microsoft will send several reminder communications as the scheduled update approaches.

How to prepare for updates

Test the updates in a sandbox environment. We always advise that you preview and test new versions in a non-production environment before you update your live production instances. This will give you the opportunity to verify the compatibility of any customizations that you may have made, or any third-party customizations that are installed. Additionally, testing will also allow you to assess the impact of the upcoming changes on your organization and your users. If you haven't already done so, we strongly advise obtaining a non-production instance.

Manage customizations for Dynamics CRM. Three deprecated form scripting methods have been removed; you'll want to make sure your code isn't using those methods before you update. There's also a tool that a developer can run before an update to identify scripts that should be evaluated. For specifics, see Deprecated form script methods removed (part of What's new for Developers).

Browser support for Parature, from Microsoft. Parature, from Microsoft supports all major browsers and their latest versions, including Internet Explorer, Google Chrome, and Mozilla Firefox. To make sure that you can take advantage of all the enhancements to the Service Desk and Support Portal, make sure that you update your browser to the latest version.

Upgrading to a new version of Microsoft Dynamics Marketing. We have designed the upgrade process to be as quick, easy, and trouble-free as possible, but you should still be aware of the process and some possible issues. If you are upgrading from a previous version of Microsoft Dynamics Marketing, find out what to expect by reading Upgrading from an earlier version.

How to stay informed

Have questions?

Connect with Support Resources or browse questions/answers in the Microsoft Dynamics CRM Forum—or you can always contact your partner.

For questions about Parature, from Microsoft, please contact Parature Support.

Enable multi-factor authentication through OAuth

In the newly redesigned Microsoft Dynamics CRM for Outlook Configuration Wizard, System Administrators can enable multi-factor authentication (MFA) through the OAuth 2.0 Framework. OAuth 2.0 is an open framework for authorization that lets users provide access tokens, instead of credentials, to access their data that is hosted by a given service provider (such as CRM). Using MFA can help make client authentication more secure, especially for mobile users. CRM Online and on-premises versions of Microsoft Dynamics CRM 2015 can take advantage of MFA; Microsoft Dynamics CRM 2015 on-premises requires at least Windows Server 2012 R2. CRM Online automatically uses OAuth.

If you have upgraded your authentication server to use OAuth prior to installing CRM 2015 for Outlook, CRM 2015 for Outlook will automatically check for and use OAuth for MFA. Users will see the OAuth sign-in form the first time they use CRM 2015 for Outlook.

If you upgrade your authentication server to use OAuth after rolling out CRM 2015 for Outlook, you have two options to set CRM 2015 for Outlook to use OAuth.

  1. Reconfigure CRM for Outlook on all computers. Run the Microsoft Dynamics CRM for Outlook Configuration Wizard and remove and re-add your organization.

    -- OR --

  2. Use Group Policy to update the following registration key:


    Set AuthenticationProvider to 0

    After the registry change, CRM 2015 for Outlook will automatically check for and use OAuth for MFA.