Archive for June, 2010

New xRM White Paper: Patient Relationship Management Software and Paediatric Diabetes

June 25, 2010 Leave a comment

White Paper Abstract

New patient relationship management (PRM) software helps children and young people with diabetes and their parents manage their condition more effectively while also improving the efficiency and quality of service provided by their healthcare professionals. Instead of optimising an inefficient process, the new software has been part of a wider change focused on patient engagement, self-management, and inter-disciplinary collaboration around best practice care paths. This new approach, which includes Microsoft technology and a solution developed by the company Tribal, will help to increase benefits for patients as well as practitioners in other areas of medicine and public health.

Patient relationship management (PRM) brings the concepts of customer relationship management (CRM) to healthcare. This customer-centric strategy and the software that underpins it help organisations to improve customer satisfaction, to reduce costs, to serve their customers better and to improve the overall efficiency of their customer-centric processes.

The PRM solution used in this case is based on Microsoft Dynamics CRM; configured by Microsoft health specialist partner, Tribal. The system provides:

  • A secure portal for patients that allows them to get information about their condition, book appointments, access their care plan, set agendas for future
    meetings and much more
  • Two-way multi-lingual communication via new channels such as email, text message (SMS), and Twitter, as well as traditional letters
  • A way to distribute training and educational information to patients
  • Secure access to patient records and information for healthcare professionals
  • A way to share information with approved third parties, such as schools

The White Paper

You can download the entire white paper from here.

About Tribal

Tribal is a leading provider of public sector services in the UK and internationally. They believe that high quality public services enrich people’s lives. They also think that everyone should have a good education, accessible healthcare and the opportunity to fulfil their potential. Find them in Australia and New Zealand from their International locations page here:

Cheers, Ross

Categories: Microsoft CRM - xRM

Dynamics CRM in Magic Quadrant for CRM Multichannel Campaign Management (MCCM) – May 2010

June 21, 2010 Leave a comment

Gartner recently updated their Magic Quadrant for CRM Multichannel Campaign Management. Microsoft Dynamics CRM is covered as part of this list of vendors for the first time. It enters this report as part of the fast-growing software-as-a-service MCCM area. Thanks to Leighton for pointing this out to me. Microsoft is covered in this list as a niche player for companies targeting all verticals.

A complete article from Gartner covering this Magic Quadrant is posted on their web site here:

Cheers, Ross

Categories: Uncategorized

The Forrester Wave: CRM Suites – View the Entire Reports Now on

June 18, 2010 Leave a comment

Available now! Microsoft has acquired reprint rights for the Forrester CRM Waves. These new research reports provide detailed insights into multiple vendors and products and in both the Midsized and Large organisations reports, Microsoft Dynamics CRM is noted as a leader.

Cheers, Ross

Forrester Wave: New Reports on CRM Vendors list Microsoft Dynamics CRM as a LEADER

June 17, 2010 Leave a comment

In two new reports from Forrester, Microsoft Dynamics CRM is listed as a LEADER. One report focuses on midsized organisations while the other on large organisations. This is a positive reflection of the year on year growth and momentum of Dynamics CRM in the CRM industry. Links to the Forrester Blog and Forrester’s summary excerpts of these two new reports follow. Go Dynamics CRM!!

  • Forrester Blogs: The Inside Scoop On How The CRM Vendors Stack Up. Microsoft Dynamics CRM = LEADER
  • Forrester Wave™: CRM Suites For MIDSIZED Organizations, Q2 2010. Microsoft Dynamics CRM = LEADER.
  • Forrester Wave™: CRM Suites For LARGE Organizations, Q2 2010. Microsoft Dynamics CRM = LEADER.

Cheers, Ross

Update to Following Dynamics CRM in Australia on Twitter

June 16, 2010 Leave a comment

After a couple of months on Twitter and learning a little bit more about it each day, I have decided to split "work Ross" from "non-work Ross" on Twitter.

To follow my CRM-related Tweets, please follow @rossd_crm now! This has come about due to the evolution of my understanding of social media. It also means you can follow and not need to be inundated with my Tweets on the other parts of my life…

Again, you don’t need to a Twitter account to see what I’m posting, just bookmark this page: or even better, to see what the people I track from around the Dynamics CRM world are saying visit my Dynamics CRM list directly:

Cheers, Ross

EVENT: Dynamic Business Week – Join the Conversation

June 15, 2010 Leave a comment

You’re invited to join the conversation! Please come along and check out the online event called the Dynamic Business Week. It is a 5-day event hosted by the Microsoft Dynamics CRM team. The event consists of a series of interactive online discussions, led by Microsoft executives and CRM industry experts, that cover topics ranging from Social CRM, Sales Performance Management, Marketing Management and Customer Service operations.

During the week you will experience the Social Customer Relationship Management (SCRM) community in action. As attendees are watching the pre-recorded sessions, you will have an opportunity to network with select speakers as well as one another using both the interactive event platform and through social media like Twitter, using the #dynbizwk hash tag.

We look forward to seeing you there at

See what people are saying about it right now:

Cheers, Ross

Dynamics CRM improves Compliance & Client Service at Australian Investment Firm

June 9, 2010 Leave a comment

Boutique financial services firm, Alliance Investment and Retirement Services (Alliance Investments), relied on paper documents and manual systems for much of its compliance and customer service processes. Microsoft Gold Certified Partner Aaromba helped Alliance Investments build a tailor-made customer relationship management (CRM) system using Microsoft Dynamics CRM 4.0. This helped automate repetitive tasks and provided a comprehensive view of all the firm’s interactions with its clients. Staff spend less time searching through paper archives and compiling information for audits and compliance reporting. They have a wealth of information about each client, helping them provide up-to-date and targeted advice. As a result, Alliance Investments has taken on more clients without increasing headcount.

Full story online here: 

Cheers, Ross