Why CRM? - You’re Losing Customers

Welcome back, readers, to our Why CRM blog series! We recently launched a new website aimed at answering basic questions around customer relationship management (CRM) software called "Why CRM." The concept behind Why CRM is simple. We believe that CRM offers solutions for countless common business problems, but more often than not, people start shopping for CRM without actually knowing why. They tend to look at features and functions without really understanding what they need.

PowerObjects has taken a different approach. We brought it back to basics and are getting down to the root reason people start looking at CRM. In this blog series, we answer that ultimate question: why should you choose CRM. In the series, we'll cover three of the most common reasons people start considering CRM, such as losing key customers, making uninformed decisions that hurt business, or growing too rapidly and not being able to control the chaos. So let's dive in and get started with Part 2!

Losing Customers: Terrible customer service strikes again

We've all been there. One bad experience with customer service and just like that, you drop a company you've loved for years all because they failed you when it came to addressing your concerns, needs, or requests.

Each customer is unique, and they should be treated as such. Take a look at the infographic below to see how Cathy Customer went from "Oh my gosh I just love Magic Toasters" to "I vow to never eat toast again."

Why CRM? - You’re Losing Customers

It's easy to point out all the fail in this scenario. But even one minor interaction that leaves a customer with a bad taste in their mouth can hurt your business. Leveraging the power of CRM not only allows you to have meaningful, targeted, responsive interactions with your customers, but it also means that your customers enjoy working with you and will most likely frequent your business or services again.

Make sure you check back next week, when we tackle our final topic, bad data leading to bad business decisions, and in the meantime, check out the Why CRM website for yourself! Read case studies, download the eBook, and chat with a PowerObjects CRM guru, all from one awesome site!

Happy CRM'ing!

Restrict Customer Lookup to Accounts or Contacts in Dynamics CRM

Microsoft Dynamics CRM 2015 comes with customer lookup on entities like opportunity, case, order, invoice and quote out-of-the-box. This lookup resolves to account and contact by default, but sometimes you may have a need to show either accounts or contacts in this view. In earlier versions of CRM, you could achieve this by writing a script on the lookup control to define the default lookup type to 1 for account and 2 for contact, however, this method has been deprecated and a new method called addPreSearch has been added to the SDK. In today’s blog, we will explain how to use addPreSearch to show either accounts or contacts in the customer lookup. Let’s begin!

Blog Image

Example: You want to show only accounts on the customer lookup field on the order entity. Add the below java script library to the form and then add the defaultcustomer method to the onload event on the form.

function defaultcustomer(){




function addFilter()


var customerAccountFilter = "<filter type='and'><condition attribute='contactid' operator='null' /></filter>";

Xrm.Page.getControl("customerid").addCustomFilter(customerAccountFilter, "contact");


Explanation: When you call the defaultcustomer, the system automatically attaches the addFilter method to the search criteria of the lookup control. In the filter condition of the addfilter method, we have mentioned that contactid equals null. contactid can only be null for accounts, as contactid is a primary key for contacts and cannot be null. If you want to display only contacts in the lookup then you can change the condition to be accountid equals null. After adding this script, the user will only be able to select an account in the customer lookup.

That’s all for the blog today, Remember to subscribe to our blog so that you can stay up to date on all the tips and tricks we post. And as always, happy CRM’ing!

Collecting your Contact’s Middle Name in Dynamics CRM

One of the new great features of MSCRM 2013 is a fly out field of specific data that you can enter in. You have probably noticed this with addresses and the contact name field. This fly out is not configurable from the form, but it can be changed using the name format option in System Settings.

  1. Navigate to Setting -> Administration-> System Settings
  2. On the general tab, we have a Name Format for contacts

Collecting your Contact’s Middle Name in Dynamics CRM


3. There are few different options of how you want the full name format to be displayed. In this example, we are going to select First Name, Middle Name, Last Name. Select OK to save this setting.

Collecting your Contact’s Middle Name in Dynamics CRM

4.  Now when we create a new contact record, we now have the middle name available in the pop out record.

Collecting your Contact’s Middle Name in Dynamics CRM

This is just one of many ways that the CRM 2013 can help take your Dynamics CRM to the next level! For more information on this or any other Dynamics updates, make sure to follow our blog! And as always…

Happy CRM'ing!

Customer Field Types in Microsoft Dynamics 365

Out of the box entities in Dynamics 365 have always had an advantage over custom record types due, in part, to the very cool features provided by the "Customer" field type. This allows either a Contact OR an Account record to be linked to a record via a look up field which provides an activity roll-up. For example, a typical structure has an Account at the top of the hierarchy and the Contact is linked to the Account using the Customer field type - in this case called "Account Name." Let's look at this closer in today's blog!

Customer Field Types

Opportunities, Invoices, Orders, and Cases (among others) all have the "Customer" field type  included out of the box, ensuring that if we add the Contact to that field and have the Account linked as above, any task linked to one of these record types using the "Regarding" field will be visible from the Contact AND Account.

See below for Tasks linked to a case but rolling up to the Account level using the "Customer" type field:

Customer Field Types

All that is great but what if you need this functionality for a new record type? Maybe you want to create a custom Invoice or Quote record? In the past, we'd be unable to get an activity roll-up view but no more! In Dynamics 365 we can now add this field type to any custom record. Now if we have tasks around a custom invoice record, these will roll-up to the Account for the sales person or case manager to review without additional clicks.

Note we've added a Customer type to our list on new field creation. Now we can add this to our custom records and as an activity linked to the records that are visible along the hierarchy!

Customer Field Types

And there you have it. "Customer" field types in Dynamics 365! To learn about the NEW updates coming to Dynamics 365 in the July 2017 Update, be sure to tune into our webinar series – now through August 22! Register here.

Happy Dynamics 365'ing!

How to Change an Account or Contact Record Image

If you've ever wondered how to customize images for individual records such as an account or contact, then today's blog is for you! Adding an image to an account or contact record makes that record easily identifiable at a glance. For example, inserting a company's logo into their account record is a great way to associate the company and the brand. In today's blog, we will go through the steps needed to accomplish this personalization. Let's begin!

The default image for an out-of-the-box entity record looks like this:
record image

To make the image change, open a record and then click on the default image. A window will pop up prompting you to upload a custom image for that specific record as shown in the image below:

The result will look something like this:

Looking for tips on changing the entity icon displayed in the solution? We have a blog entry for that as well!

Microsoft continues to enhance the features and platform capabilities of CRM for Dynamics 365. Make sure to check out our webinar on Dynamics 365 and What's in it for Me? You may also be interested in these blogs: Theming Features and Two Tips for Business Process Flows.

Happy CRM'ing!