Post on 15-Jan-2016
transcript
Microsoft Dynamics CRM
Emir SadikovićSaga d.o.o.
14.11.2008 Vrnjačka Banja
Microsoft’s Vision for CRM
Deliver an easier and more natural user experience
Deliver highly configurable workflow
and analytics
Works the way your business does
Deliver a flexible platform that
simplifies integration
Works the way technology should
Works the way you do
Mid-size CompaniesSmall Businesses Large Enterprises
Microsoft Dynamics CRM: Global Customer Base
Microsoft Dynamics CRM Suite
Full CRM suite capabilities and application flexibility- Interactions- Marketing- Sales- Service- xRM- Business Process- SOA- Flexible
Deployment
Fast, Productive Sales Management
• Familiar interfacedrives user adoption and increased productivity
• Workflow-drivensales processesensure consistencyand efficiency
• Full spectrum of sales intelligence capabilities provides insight and accurate forecasts
Typical Business Challenges in Sales
• Poor adoption by sales staff
• Lack of consistent execution in sales process
• Poor productivity (limited time for actual selling)
• Unreliable prospect/customer information
• Limited collaboration with other groups
Microsoft Dynamics CRM Sales Solution
Sales Capabilities
Full feature set
Sales Workflow
Designed for
Users
Managers
Executives
Complete set of features/tools for sales planning, territory management and resource allocation
Microsoft Advantage• Resource Center ideal
for sharing best
practices• Robust role and group-
based permission
management• Strong global capabilities
for team selling
• Quota capabilities• Task assignment and
routing• Resource Manager
Territory Management Components• Territory definition• Territory association• Groups and permissions
Territory Management and Planning
Lead Management
From capture to tracking to evaluation to qualification to conversion and automatic distribution.
Microsoft Advantage• Automatic association of
incoming emails to leads• Effortless conversion of
leads/responses to
opportunities• Seamlessly integrated
with marketing
capabilities
• Qualification and Scoring
• Routing and Assignment
• Conversion
Lead Management Components• Lead capture and import• Monitoring of leads• Prospecting
Opportunity Management
End-to-end management of opportunities with seamless integration to MS Office and strong workflow helps sales reps. close the deal
Microsoft Advantage• Seamless tracking of all
associated
communications• Robust workflow for
repeatable best
practices• Comprehensive
Quote/Invoice/Order
functionality
• Products and pricing• Workflow and rules• Quote to Order
Opportunity Management Components• Deal tracking• Competitive intelligence• Task management
Account Management
A focused and coordinated approach to the management of existing customers and the additional revenue opportunities they afford
Microsoft Advantage• Complete view of all
products and
interactions• Easy access to contracts
and renewal dates• Complex relationship
mapping and tracking
• Activity management• Query and Search• Contract management
Account Management Components• Data quality controls• Contact management• Relationship tracking
Sales Analytics
Full spectrum of sales analysis capabilities ranging from basic reporting to OLAP/data mining and dashboards
Microsoft Advantage• Broad capabilities from
dashboards to OLAP
analysis• New reports just “Next”
button away• Easy report sharing and
editing
• Trending and historical analysis
• OLAP and data mining
Analytic Management Components• Forecast and pipeline reports• Other OOB sales reports• Report Wizard
Fast, Consistent Customer Service
• Comprehensive customization and core platform capabilities ensures business agility
• Advanced workflow ensures consistency or service experience
• Complete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling
Microsoft Dynamics CRM Customer Service Solution
Service Capabilities
Full feature set
Service Workflow
Designed for
Users
Managers
Executives
Complete set of features that empower customer service representatives to better manage interactions.
Microsoft Advantage• Familiar user experience via
Microsoft Outlook, agent
desktop or web client• Powerful productivity
features like Auto Complete
and Smart Search• Import and de-duplication
of records is seamless and
easy to perform• Fundamental technical
agility to support core
service interactions
Account and Contact Management Components• Acct, Contact
& Case History• Contact Management
Account and Contact Management
• Discovery & Search• Data Import & Quality• Complex Relationships
Interaction and Knowledge Management
Complete interaction management capabilities including Knowledge Management and Service Level Agreements.
Microsoft Advantage• Customizable agent desktop
surfacing Microsoft Dynamics
CRM through browser,
Microsoft Office Outlook,
Sharepoint or custom UI• Fully integrated Knowledge
Base including authoring and
publishing capabilities.• Robust email support
including auto-response and
auto promotion of emails to
cases.
Interaction and Knowledge Management Components• Flexible Interaction Framework• Contextual User Experience • Knowledge Base
• KB Article Authoring, Review and Publishing
• SLA and Support Contracts
Case Management and Scheduling
Sophisticated set of features to create, manage and resolve cases via multiple channels as well as schedule field service.
Microsoft Advantage• Easy-to-use case
management
functionality including
creation, editing,
dispatch, tracking and
resolution.• Optimize usage of field
personnel, fleet, tools,
parts and resources
Case Management and Scheduling Components• Multi-channel Incident Mngmt.• Communications & Activities
Management• Routing & Escalation
• Services & Resources Management
• Global Scheduling & Optimization
Real-Time Insight, Reporting and Analytics
Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards.
Microsoft Advantage• Predictive behavior analytics,
like cross-sell/upsell, and
historical analytics• Critical service reports are
provided standard with fully
customized reports available
easily to any user• Seamlessly integrated to SQL
Server Analytic Services & SQL
Server Reporting Service for
robust OLAP, data mining and
reporting.
Real-Time Insight, Reporting and Analytics Components• Customer Analytics • Standard Service
Reports
• Custom Reports • OLAP & Data Mining• Dashboards & Scorecards
Proactive Sales and Support
Transform the contact center from purely reactionary service into a proactive, strategic arm of the business.
Microsoft Advantage• Seamlessly integrated,
holistic service processes
that drive positive
behavior• Easy-to-Enable “Presence”
and click-to-dial
functionality through
integration to Microsoft
Office Communications
Server 2007.
Proactive Sales and Support Components• Account & Contact Analysis• Upsell & Cross-sell Evaluation• Product Recommendation
• Proactive Communications
• Service Campaigns
Fast, Effective Marketing Management
• Intuitive segmentation tools drive superior target selection
• Workflow-driven processes increasereach and relevancy
• Seamless tracking of cross-channel communications saves time and money
Microsoft Dynamics CRM Marketing Solution
Marketing Capabilities
Full feature set
Marketing Workflow
Designed for
Users
Managers
Executives
Comprehensive capabilities for designing, defining and re-using of marketing campaigns and programs
Microsoft Advantage• Campaign templates for
easy re-use• Intuitive tracking of
estimated vs. actual
costs for easy ROI
analysis• Product catalogs and
price lists allow for offer
customization
Planning and Budgeting Components• Campaign definition • Campaign templates• Product catalogs
Planning and Budgeting
• Target list • Campaign budget management• Workflow based approvals
Data and List Management
Seamless management of customer data and lists and the intuitive segmentation of that data
Microsoft Advantage• Data cleansing tools
geared for the
business user• Easy manipulation of
lists and views for better
segmentation• Workflow for triggers on
external data sources
Data and List Management Components• Data import/export• Data cleansing • Query tools
• Data views• List management• Activity association
Campaign Management
Easy execution of campaigns and seamless tracking of all related communications, and tasks for increased follow-up and results
Microsoft Advantage
• Closed-loop campaign
management
• Seamless tracking of
communications between Outlook
and Microsoft Dynamics CRM
• New campaigns just a “Next”
button away
Campaign Management Components• Quick Campaign Wizard• Bulk operation support• Offer management
• Collateral management
• Email templates• Outlook integration
Response and Lead Management
End-to-end management of responses via guided wizards and automated conversion and follow-up of those responses
Microsoft Advantage• Response conversion one click away• Seamless connection to lead
management enables appropriate
follow-up• Powerful rules for response and
lead scoring
Response & Lead Management Components• Response tracking• Multi channel comms support• Workflow (i.e. response scoring)
• Email tracking• Response conversion• Lead management
Marketing Analytics
Full spectrum of sales analysis capabilities ranging from basic reporting to OLAP/data mining and dashboards
Microsoft Advantage• Custom reports just
“Next” button away• Easy report sharing
and editing• Collaboration with
SharePoint for audience
specific portals
Marketing Analytics Components• Dashboards• Report Wizard• Standard and Custom reports
• Trending and historical comparisons
• Drill-through capabilities
DISCUSSION