Will it lock out all other CRM providers? in 2014 Linkedin whirled up a storm of discussion when it removed access to its API's from all CRM vendors except Microsoft & Salesforce-was that to ignite a bidding war to be bought in that space? And will Microsoft now open it back up or lock it down too only MS Dynamics!?

In light of the average user we can hope that Microsofts influence will improve many of the well complained issues with Linkedin> its poor mobile interface/app, its adding and removing of functions with no warning that often hinder and frustrate users and its very slow support on any issues.

Part of the challenge here is that CRM is a very generic term for a variety of solutions.

At Workbooks for example we can do the quoting, orders, invoices and sup[lier order transactions inside the CRM in an affordable and easy way for the average company to use, extending CRM into the commercial sphere the article mentions. but stil under the banner CRM.

So users need to look around and not assume all CRM's offer the same flat basi sales and marketing functions.

A good independent reference point for this is http://www.g2crowd.com/

Ian Moyse

Workbooks

What this will do is raise the awareness to Sage users of both CRM and cloud as viable options.

However Sage is not the only CRM option open to Sage accounting customers and partners. For example we integrate with Sage CRM, leaving Sage to focus on finance and ourselves as a pureplay CRM provider to deliver the customer a succesful outcome across the rest of the business. With seamless integration the ability for a customer to choose a pure play specialist in each area enables a powerful and competitive solution to be deployed.

As cloud and CRM specialists we recognise one solution cannot fit all customer needs and encourage Sage customers to contrast and compare CRM solutions before plumping for the convenient option of one from your accounting provider. 

We all use PC's and printers, but there is little advantage in choosing both from the same provider and yet they all work together happily, giving you the freedom of choice to choose those that best fit your personal needs. The same is true of accounting and CRM platforms. Don't buy on brand, buy on fit for your business.

-- Ian Moyse Sales Director - Workbooks.com

In addition I would suggest a growth of cloud CRM solutions in the SMB customer, with a realisation that spreadsheets and historical on network contact management software will no longer cut it as the customers become more sophisticated and expect a richer customer service experience.  The challenge will now be for small businesses to select CRM solutions that are both intuitive for the users in a smaller business scenario, affordable and deliver the business outcome at a manageable and predicted cost.  

Too many brand name CRM projects have promised the world and gone on to either not deliver the expected user outcome/experience or require an increased amount of consultatitive services to get to where the customer needed.  I myself have in prior employers experienced this with a variety of big name CRM systems, too little too late to enthuse the actual users and sales people who were in effect the real customers in the first place. When will some CRM vendors realise it is the user outcome that matters, not the technology or what might in theory be possible. The outcome of that customers experience is in effect the reality.

- Ian Moyse, Sales Director - Workbooks.com