Evolving from personal and then group contact management software in the 1980s, CRM came of age in 1995, with Oracle refugee Tom Siebel establishing Siebel Systems as the early market leader, and eventually acquired by Oracle.
Microsoft deployed Siebel in the late 1990s, initially requiring a “fat client” installation complete with a local Sybase SQL Server on everyone’s PC, so they could sync data from the central Siebel system, then eventually moving to be browser-based. One MS sales manager coined the moniker “IIIInSIDE” – If It Isn’t In Siebel, It Doesn’t Exist – giving sales people nowhere to hide when it came to reporting pipeline of opportunities they were tracking.
Mark Benioff, another ex-Oracle exec, set up Salesforce.com in 1999 to not only establish SaaS as a viable way to deliver “line of business” systems (as part of the first Application Service Provider boom, which was largely wiped out by Dot Bomb), but to ultimately eclipse his former employer in terms of market value. Time also moves on – now that Salesforce is the big dog in the CRM world, there are lots of competitors snapping at its heels… Pega, Zoho and many more.
Not least, Microsoft – the Dynamics CRM business (now part of Dynamics 365 Customer Engagement) is growing fast, and even courted the “Father of CRM” to choose D365 for his new enterprise. If you use Microsoft’s Dynamics 365 CRM as part of your job, and use Outlook on your PC for mail, calendaring and contacts, there’s a handy way of connecting the two.
Dynamics Connector for Outlook
There have been several versions of a way to link Outlook and Dynamics together; the latest, Dynamics 365 App for Outlook, will fully supplant earlier versions in October 2020. See the admin guide for more on what the connector does and how it works. The installation can be a little clunky first time, though – you’ll need to install the connector software from here, which starts by downloading and extracting the setup files to a folder on your PC.
Make sure you’re getting the right version for your copy of Office – to check, in Outlook, go to File | Office Account | About Outlook and look to see if you have 32 or 64 bit version installed.
Once you have the base version installed (a process which takes a good few minutes: you also have the option to enable offline usage, which means setting up a local database to hold the content), don’t bother starting it yet – go straight ahead and run the update to the current version (strangely, a larger download than the original install). Once that’s downloaded and installed, you’ll need to restart Outlook if it’s running.
You’ll see a new Dynamics 365 tab on the main menu, offering a variety of CRM-specific activities.
Start with an email – the Dynamics 365 app adds context-sensitive commands to the Outlook UI, so with a couple of clicks you can track an email in CRM – copying its contents into the Account record, so others can see that you sent or received it.
If you right-click on an email address in a message, calendar appointment etc, and Add to Contacts, you can then sync that with Dynamics in a couple of clicks…
… meaning there’s no excuse to not have your important contacts listed in CRM.
You can even match the contacts’ LinkedIn profiles, and create an org chart of all the listed contacts.
Thirteen years ago, Microsoft launched Office 2007. Back when people looked forward to new releases of office productivity suites with a mix of excitement and dread, new features arrived by the boat load. While many functions stayed in later releases as core parts of the product, others led a wafer-thin existence then vanished.
One major change was the introduction of the Ribbon – a then-new way of organising the complex menu structure that sat within the individual Office apps. Despite complaints from some users, it quickly became established as a good way of presenting, in context, useful features that might otherwise have stayed buried in some deep menu structure. Competitors copied it too.
Outlook – like other Office apps – has evolved its Ribbon over time, and introduced a simplified version that takes up less screen real estate. While your average user has moved on from squinting at a 15” CRT monitor, it’s still desirable for some to keep the less-used menu options hidden and to focus on the content. To switch between the standard and simple Ribbons, click the little caret mark at the far right corner of the main Ribbon UI.
So far, so good, but it you like the “Classic” Ribbon, there’s a lot you can do to get rid of some of the guff and keep the useful features more prominent. Looking at the first Ribbon image above, about 40% of the space is consumed with a handful of addins that might be useful, but not necessarily deserving of such prominence – your own list may differ, but the stuff on the right side tends to be a series of groups with a single, large icon in each.
To clean up the ribbon, right-click on it and choose the Customize the Ribbon… option. You’ll now get a dialog box which lets you organise things – individual commands are displayed in Tabs (like Home, View, Help etc) and on groups within the tabs (New, Delete, Respond, and so on).
If you reduce the number of groups on a tab, the remaining ones may spread out and show larger icons or more detail – handy on the Home tab, if you like to use Quick Steps, which will expand out of one column.
Once you have the new tab created, it’s simple to start dragging and dropping defunct groups from the home tab onto the new one – things you might use occasionally but they don’t need to be on the main screen. Customisations are particular to the Ribbon you’re looking at – so if you organise the Classic one then switch to Simplified, you’ll still see the old arrangement until you customize that one too. You might want to export your finished layout too.
Looking at the restyled Ribbon above, all of the groups from Delete to Tags have been stretched to show more prominent icons or reduce the menu level a little, and Quick Steps has grown from one to four columns wide. Much more useful.
If you’re a Quick Steps fan, another trick is to right-click on one of your existing steps (where you’d normally customize that step or jump into the dialog for managing the whole lot), and choose Add Gallery to Quick Access Toolbar; meaning your array of quick actions is only a couple of clicks away, regardless of what is shown on the Ribbon.
Cortana was supposed to be the differentiator for Windows Phone. 5 years ago, before Alexa had wormed her way into kitchens of millions of people and forced Google to respond with their range of devices, Siri and Cortana were the assistants in town. When Windows Phone carked it, Cortana transferred her attention to Windows 10, though there have been a few redesigns after feedback from users, such as preferring to have the search dialog shorn of Cortana-ness.
In latest news, rumours have surfaced of some kind of Microsoft speaker to be announced, though it’s purely a design patent rather than any details of what it might do – Cortana? Or just a companion device for making Teams calls? Time will tell. The same source unveiled a patent for a Roundtable type device at the same time last year – ahead of the autumn Surface launch event – and nothing seems to have come of that yet.
The much-trumpeted GLAS home thermostat (competing with Nest, basically) has dropped Cortana from the device, and the Cortana-powered Harman Kardon Invoke speaker (which, by all accounts, is a really good speaker) has sunk beneath the waves following a fire sale to get rid of stock. Cortana is reportedly disappearing from Xbox too, though a wider speech strategy is in place so she won’t go too far.
Cortana has been repositioned from being a consumer service or device, to a series of services that add value by integrating with your productivity applications and services. Additionally, efforts have gone into making speech/AI assistants interoperable.
In a recent Windows 10 build pushed to Insiders, Cortana is getting a new look – again – and will eventually roll out around the world, rather than be limited to a few locations as it had been previously.
If you’re on the insider program for Windows 10 and using a UK language machine, you may find that the new Cortana app doesn’t want to talk to you, unless you set English (United States) as your Windows Display language.
Also click on each entry in the Preferred languages list, and make sure you have all the speech and proof-reading features installed.
The original vision of Cortana’s usefulness is evolving so that when you enable the service, it now searches your email and calendars on a variety of sources (Office 365, Gmail etc) and will remind you when you say things in email (eg I’ll give you a call on Tuesday) – it’s vaguely spooky when you first start to use it, but after a while proves to be really useful.
As To Do and the Microsoft Launcher continue to improve and integrate, the original vision of Cortana might well come back to being more than a gimmick to ask for directions or the current weather – a genuinely personal assistant that will help you organise your life and get more stuff done.