Professional Services Industry Still Full of Opportunity for Microsoft Dynamics CRM Partners, Experts Agree

When one thinks of the uses of CRM, the images of a Fortune 500 companies may first come to mind, especially banks and capital markets firms.

But what about the air conditioning guy up on your roof? Or, perhaps the plumber unplugging the toilet is in need of CRM?

This workforce segment also needs the help of good CRM systems, according to a panel of experts in the field of software for professional services. The panel, which presented at the recent eXtremeCRM event in Las Vegas, was lead by Ted Kempf, the director of service industries for Microsoft's U.S. Dynamics CRM team. Other panelists included Fieldpoint's Richard Smart, Assistance Software Group CEO and founder Martijn van der Hoeden, and WennSoft CEO and founder Jim Wenninger.

Money can be made adapting CRM to professional service companies, explained Kempf. But because these companies are not technology-driven firms, on average, he advised special handling.

"Successful engagement means [implementers] have to be as transparent as possible," Kempf said. "We live in a time when everything is changing."

Deploying CRM to professional services companies is different than other client sectors, Wenninger noted. However, once adopted by the professional services companies, they usually take to the CRM technology.

"[The sales people] are the most excited, because they finally have something that will let their field people - who are closest to the customers - find work [for sales]," he explained.

Starting with core development, go for a CRM solution that aids management and encourages business development, the Microsoft Dynamics CRM director advised the assembled CRM professionals.

Making the CRM implementation a front-, as well as back-, office solution in also important, emphasized Wenninger. "Have all the info housed in ...