Outlook Customer Manager Is Dead (Or definately on the way to the chopping block)

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Contributor

A quick heads up tall people coming here trying to understand and make sense of Outlook Customer Manager. It seems that most of the people who worked on this Project in microsoft have been moved on to other projects. A little digging on LinkedIn clearly demonstrates this. Again microsoft is totally abysmal at communicating with its customers and has left us customers hanging in the wind. We faced a year with an unusable product and now all the signs point to OCM disappearing completely. Another sign is that nothing on uservoice has been completed by microsoft since September last year.

 

So long story short. DO NOT use OCM for your business CRM until microsoft makes its position clear.

 

 

48 Replies
Microsoft isn't handling this, it is totally igoring it!
I don't give a **bleep** about Yammer or Power Apps or any of the other shizzle nobody cares about, like you I want useable business apps, and a proper simple CRM would do more to improve teamwork for the majority of O365 users than anything else, but they clearly don't understand or care.

@mrbrown66666 

 

Thank you, do you have a link to that article, please post it here?

Great news..... What's it being replaced with?

@Kevin Fairburn Nothing in the message suggests a replacement, I'm guessing they'll push dynamics but I actually went looking for why it was being retired and couldn't find anything.

@Peter Collins Just found this out too.

 

Having started using Office 365 yesterday I was really annoyed to find that the advertised Outlook Customer Manager is being retired. I can't believe they are still advertising a defunct product.

Dynamics is neither a simple CRM or a replacement for OCM, and at £49 per user is probably the most expensive alternative out there.
We bought into O365 because I was sold OCM as an integrated and included part of the solution. I would reluctantly pay up to £5 per user to get a workable solution, but given that I was told it was included and FREE OF CHARGE at point of ordering, even that is a stretch. We've all been taken for idiots....
Come on Microsoft, step up and provide some answers... Or do what you usually do and stay silent unless someone has the temerity to SHOUT on this community board... You are a shower, the product is junk. (by the way, I have again wasted 3-4 hours today trying to work out how to set permissions to allow link sharing on a new sharepoint library which hasn't inherited the default settings, including 20 minutes on the phone to support with someone who promised to come back to me and has not done so)

@Kevin Fairburn Kevin you hit the nail right on the head as I migrated away from another platform to land on to Outlook, and my expectations have been understandably high! Microsoft has let us down terribly in this area

@Stevo700 

 

I am in the same boat, in fact it is getting a bit crowded in this boat!!

 

Having just appointed a new field sales person I am now being forced to incur additional costs outside of O365 to manage my customers. Dynamics is just to expensive and big for my needs, OCM on teh other hand had the makings of what I needed.

 

I wonder if anybody at MS is even monitoring these rants, guess not!!!  

Microsoft has already made it clear. See screen shot below. You should take a look at SalesOutlook  

 

CustomerManageretiring.JPG

 

They've made it very clear OCM is being retired, they have not yet made a statement on what is replacing it. I have worked with many different CRM most of my working life, and there are many good ones out there there, but I contacted to O365 because it had CRM as part of the solution, so why should I/we be expected to pay for a 3rd party one? Microsoft are in breach of contract.

@Paul WorthingtonI worked closely with the OCM team to develop my BCM Migration Tool (to import into OCM) starting when they first launched. It took me nearly a year's worth of effort on the side. Towards the end there was all kinds of problems getting shared contacts to show up for other OCM users and I don't think it was ever adequately resolved on their end. There was certainly tons of complaints about it here, and I made sure to point out the dissent to several product managers. However, the team kept changing repeatedly and nobody took ownership of the issues. I suspect they saw the sinking ship and moved on to other product teams. I had big ideas for building some apps to extend the OCM solution into other O365 features. Good thing I didn't waste more time on it.

@Eric Legault How frustrating. What are you using as a CRM tool now?

 

I have the challenge in that we are a very small site. Two mobile sales folk and one office bound, so really need a simple solution which is it's self is the issue, all CRM options I can find are just to big and complicated for our needs, not to mention the cost. This is where the simplicity of OCM excited me. 

 

I really cannot understand (or work out) how it is not possible to manage customers in the suite of apps that come bundled with O365. We are Bus Premium subscribers and pretty much use O365 for Outlook, Word & Excel. ALL the other apps are just a waste. So in effect I am paying for a super car, but am only needing something that can travel at the speed limit. I suspect i am not the only one with this challenge.

 

I am actually now looking for a solution which integrates my accounting & CRM requirements in one package. 

 

 

@Paul Worthington I'm in a similar situation. For the majority of the time I work alone, but do occasionally pull in a couple of others when needed.

 

All I'm looking for is a simple CRM that I can use to manage sales and support. I spend far too much time looking back through emails, trying to find out what was discussed on a particular project.

 

I've tried a few CRMs that are meant to integrate with email, but none of them seem to work well.

 

I haven't tried eWay yet, but have seen that recommended on here, so that may be worth a look at.

And lastly to add insult to injury microsoft have responded to an article on zdnet saying they will offer a 1 year subscription to nimble for users of OCM. 

 

https://www.zdnet.com/article/microsoft-to-drop-its-invoicing-outlook-customer-manager-and-skype-tra...

 

Nimble costs $19 per user per month! What planet is the Microsoft management living on. O365 premium costs $12. And they are offering us a single service that costs many many many times more. This bait and switch rubbish from microsoft is going to hurt them big time. They just pulled the same crap with power apps with massive increase in price wrapped in pages of licensing information only microsoft understand.

 

Oh and finally they did the same with M365 Business. Giving extremely vague messaging trying to fool companies into thinking they are getting a lot of features which when you read the fine print are only available to Enterprise licenses.

When microsoft contact me i will be refusing to accept any voucher for alternative offering. I will be demanding compensation. They are removing features and thus increasing their profit at my companies expense.

 

I am sure many others feel the same way. So much for the new "culture" under Nadella.

@Purple_Paul 

 

And now, instead of being read and responded to, Microsoft are just deleting further comments on this thread.  How insulting is that?  My last post was deleted, and so was this one (I already had the notification, so have a copy):

 

"Boss Man (Contributor) posted a new reply in Outlook Customer Manager on 11-15-2019 07:42 AM:

 


 

Re: Outlook Customer Manager Is Dead (Or definately on the way to the chopping block)

 

And lastly to add insult to injury microsoft have responded to an article on zdnet saying they will offer a 1 year subscription to nimble for users of OCM. 

 

Nimble costs $19 per user per month! What planet is the Microsoft management living on. O365 premium costs $12. And they are offering us a single service that costs many many many times more. This bait and switch rubbish from microsoft is going to hurt them big time. They just pulled the same crap with power apps with massive increase in price wrapped in pages of licensing information only microsoft understand.

 

Oh and finally they did the same with M365 Business. Giving extremely vague messaging trying to fool companies into thinking they are getting a lot of features which when you read the fine print are only available to Enterprise licenses.

When microsoft contact me i will be refusing to accept any voucher for alternative offering. I will be demanding compensation. They are removing features and thus increasing their profit at my companies expense.

 

I am sure many others feel the same way. So much for the new "culture" under Nadella."

@microsoft

 

Instead of deleting posts on this thread and pretending they never happened, please address the huge dissatisfaction your actions are causing.

 

I'll say it again, you are in breach of contract.  Delete this, and i will continue to say it, here and everywhere else

@Kevin FairburnThe actual product team has historically not participated in this forum. The Microsoft personnel who respond are usually generalists or outsourced to a support vendor

@Boss Man

 

Regarding your comment on ZDNet....  Now, if Microsoft actually acquired Nimble and made it part of O365, that would be different, they could even charge a small additional fee as far as I am concerned...  £5 max though.

 

MS has built many of their apps on previously acquired companies, clearly this is their best way forward...