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Microsoft Dynamics CRM October 2011The Power of Productivity : : Microsoft Dynamics CRM
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The Future
PLATFORMBUSINESS
USERSBUSINESS
APPS
The Ken Blanchard Companies. All rights reserved. Do not duplicate 14454B
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Microsoft Dynamics at a Glance
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Agenda
Customer Relationship Management
(CRM) today
What to look forward to withMicrosoft Dynamics CRM 2011
Why Microsoft Dynamics CRM is the best
in the industry
1
2
3
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As product and price differentiation erodes, businessesare turning to customer experience to gain market shareover their competitors.
Forrester Research, The Forrester Wave, CustomerService Software Solutions, Q4 2008
The need for a compelling and engaging customer
experience, throughout the customer interaction life
cycle, is more critical than ever.ForresterResearch, The Forrester Wave: CRM Suites Customer
ServiceSolutions, Q3 2010,
Through any economic crisis, connections to customersare mandatory, or there will be no business.
Gartner, Inc. Adam Sarner and Gareth Herschel,CRM Now: Never Let a Good Crisis Go to Waste, September 28, 2009.
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World-class customer experiencesbegin with your people.
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PC Browser Phone
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Our sales people do
not follow our definedsales processes
Our sales team is too
stuck in its old ways torealize the potential ofnew technology
Our sales applications
are just toocumbersome to use
Oursales people donot have access to theinformation they needto succeed
Its hard to tap into
office systems whensales reps are on theroad
But your people face
Troy G. Miller, Eric P. Gist,Selling in Turbulent TimesAccenture Study
challengesevery day.
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Closedeals faster
Discoverinsights
Enhancerelationships
Attract moreprospects
Keepcustomers
Improveservice
Thats the Power of Productivity
By giving your people the right tools you can amplify their impact.
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The Power of Productivity:
Familiar Intelligent Connected
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Familiar solutions drive adoption
Natural
Personal
Flexible
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Intuitive
Actionable
Relevant
Intelligent solutions deliver insights
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Collaborative
Integrated
Innovative
Connected solutions enhance
customer experiences
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Introduction toMicrosoft DynamicsCRM 2011
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SalesProductivity
CustomerCare
MarketingEffectiveness
Extended CRMApplications
Relationships Interactions Process InsightsxRM Framework
PC Browser Phone
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Can use multiple pre-built dashboards
Or can create personal dashboards via drag-n-drop controls
Easily bring in outside data like
maps, financial data, etc.
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Maximize the value of relationships
Track and manage sales interactionsacross multiple channels
Automate processes to increasesales productivity
Maximize sales pipeline visibilityand insights
Sales Productivity
SalesProductivity
CustomerCare
MarketingEffectiveness
Extended CRMApplications
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Pipeline ManagementSales Collaboration Performance Management
Customer management Complex sales processes
Integrated to retail systems
Account Management
Streamlined communications Centralized parts & pricing
20% increase in productivity
Opportunity Management
Automated key processes Pipeline reports 2 days > 2 min
Reduced sales costs by 20-30%
Lead Management
Real-time dashboards Telephony integration Saves $13K / month from SFDC
Real-time Analytics
360-degree customer view Sales agreements & contracts Integrated with SAP R/3
Order Management
Streamlined purchase orders Real-time ERP Integration
Reduced delivery time 85%
The notion that a lead is worked in the system until it becomes a viable contact, account,
and/or opportunity, is a good way to drive positive results.
- Thomas Doerr, Project Delivery Director, CH2MHill
Time to create opportunity 30m1m Cross-sell opportunities up by 210% Friendly fire incidents down by 90%
Holistic customer view across org. Avg. contribution rate up by 43% Avg. problem resolution time 75%
Sales Productivity
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Demonstration:Sales Productivity withMicrosoft Dynamics CRM
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Maximize customer loyalty andlifetime relationship value
Enable multi-channel interactionmanagement
Drive efficiencies and consistency inprocess execution
Use insights to deliver differentiatedcustomer care
Customer Care
SalesProductivity
CustomerCare
MarketingEffectiveness
Extended CRMApplications
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Knowledge Management
Access to contextual Info Streamlined KM activities Pre-populated response template
Service Excellence
Improved bottom line by 20% Improved 1st issue resolution Consolidated data / applications
Agent Productivity
Improved agent productivity Increased 1st contact resolution Reduced call handling times
Customer Loyalty
Improved customer satisfaction Reduced customer churn Identified new opportunities
Process Automation
10x > single product sales replaced manual processes
Increased service productivity
Analytics
Actionable insights Real-time customer data reports
Improved KPI monitoring
Case Management
Multi-tier case management Dealer self-service for cases
Improved service to dealers
Contract Management
Ability to track compliance Optimized contract fulfillment
Accurate pricing and terms
With Microsoft Dynamics CRM, well be able to keep up with 20 percent annual increases in
customer inquiry volume without having to increase staff on our Customer Care team.- Davonne Minshew, Customer Care Manager at Hard Rock International
Customer Care
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Demonstration:Customer Care withMicrosoft Dynamics CRM
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Target the right campaigns to theright audience
Quickly orchestrate campaignsacross multiple channels
Automate key processes (leadqualification, approvals, etc.)
Effectively track marketing impactand discover insights
Marketing Effectiveness
SalesProductivity
CustomerCare
MarketingEffectiveness
Extended CRMApplications
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Campaign Management
Pinpoint campaigns and offers 1,000 new customers in 1 campaign 93% season ticket holder renewal
Lead Management
Holistic lead management process Reduced qualification time by 87% Increased lead quality by 75%
Performance Management
Streamlined Birthday Program Increased membership 7-fold Reduced lead costs 80 to pennies
Segmentation
Integration to retail systems In-depth analysis/segmentation Most profitable/costly segments
Needs Analysis
Needs analysis profile Pinpoint segmentation Tailored cross-sell campaigns
Marketing Planning
Centralized marketing planning Local marketing execution Proactive decision making
Real-time Analytics
Real-time reports and analytics Empowered marketing staff Streamlined marketing ops.
Process Automation
Integration to ext/internal systems Intelligent lead distribution Streamlined sales matches by 25%
Our objective is to build interactive relationships with ice cream lovers and to provide them with theultimate ice cream experience. Microsoft Dynamics CRM provides us the ability to better serve our
customers by delivering relevant communications and the innovative products they desire.
- Heather Dorr, Senior Marketing of Marketing Information Systems, Cold Stone Creamery
Marketing Effectiveness
http://images.google.com/imgres?imgurl=http://www.freewebs.com/cruzg24/portland_trail_blazers_logo.jpg&imgrefurl=http://www.freewebs.com/cruzg24/&h=441&w=400&sz=22&hl=en&start=1&sig2=v6nsGe-02bRUSqg6iHQO1g&usg=__vY5F3oRwS4LzZGH30COoXbFR07E=&tbnid=czS2KgOO1xIQgM:&tbnh=127&tbnw=115&ei=V4IHSYPFLY70sAPPgcGwAw&prev=/images?q=portland+trailblazers&gbv=2&hl=en8/3/2019 CRM2011 - The Power of Productivity
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Demonstration:Marketing Effectiveness withMicrosoft Dynamics CRM
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The Evolution from CRM to Extended CRM
Partner RelationshipManagement
Distributor RelationshipManagement
Reseller RelationshipManagement
Employee RelationshipManagement
Contractor RelationshipManagement
Supplier RelationshipManagement
Asset Management
Property Management
Fleet Management
Case Management
Task Management
Event Management
Organizationsneed to extendthe power of CRMto maximize otherrelationships.
MicrosoftDynamics CRM
2011 is easilycustomized tosupport ExtendedCRM scenarios
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Enhance the value of all relationships
Improve business relevance and fit
Drive operational excellence
Increase business insights
Extended CRM
SalesProductivity
CustomerCare
MarketingEffectiveness
Extended CRMApplications
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Partner Management
Core business applications
Customer and suppliermanagement Reduced application development
time by more than 50%
Franchise Management
Property Development andFranchise Management
Operations and Legal Compliance Winner Excellence in ExtendingDynamics CRM
Renewal Management
Mission-critical, multi-tenant CRMplatform serves the unique needs ofover 50 clients worldwide.
Property Management
Real estate development andinvestment management apps
Rapid customization anddevelopment
Case ManagementWealth Management
Over 20 applications Portfolio, Vendor and Investment
Management
Dealer Management
Order Entry Solution Knowledge Management
Reduced development costs by60%
Grant Management
Over 15 applications Charitable event & fundraising Reduced development time by 75%
Before, we had a distributed application architecture of 10 to 15 point solutions, Now, we're standardizing
many applications onto the platform. Not only do we get functionality but we also get automated workflows,mail-merge capabilities, and a detailed out-of-the box portfolio of other tools to work with."
John Lomnicki, Enterprise Architect, ELCA Board of Pensions.
Over 12 Applications Education, contractor and auditing Reduced application development
time by 75%
Extended CRM Applications
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Extend CRM with Microsofts Global
Network of Partners
Professional Services Hosters
Implementation
Support
Education
Industry and regional expertise
Independent Software Vendors
Plug-ins and developerextensions
Vertical and industryapplications
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Discover Solutions with newMicrosoft Dynamics Marketplace
www.microsoft.com/dynamics/marketplace
Application and Professional Services
listings
New Optimized Search Logic Ratings and Reviews
Discover, Download and Deploy
Applications
Integrated with Dynamics CRM 2011
Replacing Solution Finder end of 2010
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Demonstration:Extended CRM withMicrosoft Dynamics CRM
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Why Choose
Microsoft DynamicsCRM?
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Microsoft: Defining Productivity
The future of productivity organizations will save, innovate and grow as
their people benefit from working across the PC, phone and browser
Stephen Elop, president, Microsoft Business Division
More than $9B in annual R&D investment
For Office 2010: Forrester constructed a Total Economic Impact
framework for a composite organization and found the ROI to be 301
percent with a payback period of 7.4 months after deployment
a savings of more than two work weeks per year.
Over $2.3B in cloud infrastructure investments
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Microsoft CRM Momentum
Over 100 service providers hostingDynamics CRM solutions
Over 1,400,000 users in more than 80countries with 40+ languages
Over 23,000 customers from small toenterprise
Over 1,200 software and servicespartners with newDynamics CRMcompetency
Regional datacenters in the Americas,EMEA, and APAC
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Professional ServicesFinancial Services Manufacturing
Retail & HospitalityHealth &
Life SciencesPublicSector
Travel &Entertainment
http://images.google.com/imgres?imgurl=http://img512.imageshack.us/img512/2450/leicester01ql8.png&imgrefurl=http://www.thefootballforum.net/forums/index.php?showtopic=53612&usg=__FqoUFF7-AIKpLGK37UeMgce1mN0=&h=1000&w=1000&sz=272&hl=en&start=17&tbnid=j_q_wSgMM7QqgM:&tbnh=149&tbnw=149&prev=/images?q=leicester+city+football+club&gbv=2&hl=enhttp://images.google.com/imgres?imgurl=http://www.freewebs.com/cruzg24/portland_trail_blazers_logo.jpg&imgrefurl=http://www.freewebs.com/cruzg24/&h=441&w=400&sz=22&hl=en&start=1&sig2=v6nsGe-02bRUSqg6iHQO1g&usg=__vY5F3oRwS4LzZGH30COoXbFR07E=&tbnid=czS2KgOO1xIQgM:&tbnh=127&tbnw=115&ei=V4IHSYPFLY70sAPPgcGwAw&prev=/images?q=portland+trailblazers&gbv=2&hl=enhttp://www.brickyard.com/http://images.google.com/imgres?imgurl=http://www.chriscreamer.com/images/logos/54/50/full/519.gif&imgrefurl=http://www.chriscreamer.com/logo.php?id=519&h=399&w=545&sz=19&hl=en&start=2&sig2=JrEU2A00bVO6M001zB9HjA&um=1&usg=__if3pMOFIaZvhkKbHB6nQP7mfo-8=&tbnid=0fumdmOQiL-doM:&tbnh=97&tbnw=133&ei=2S8HSZ-7KIy6sAOukbiwAw&prev=/images?q=arizona+diamondbacks&um=1&hl=enhttp://www.microsoft.com/casestudies/casestudy.aspx?casestudyid=4000001142http://www.kingston.gov.uk/http://www.dcsf.gov.uk/http://www.derby.gov.uk/http://www.dubaided.gov.ae/http://www.parliament.ch/http://www.microsoft.com/casestudies/casestudy.aspx?casestudyid=4000002088http://www.cm-abrantes.pt/http://www.sal.org.sg/http://www.cta.org/home.aspxhttp://www.svn.com/http://www.grahamfield.com/http://www.pharmaoverseas.com/http://www.wisemgnt.co.nz/http://www.bakersdelight.com.au/http://www.rockybrands.com/http://www.pumpkinpatch.co.nz/http://www.spyoptic.com/http://www.branz.co.nz/http://www.hitachiconsulting.com/http://www.crossmark.com/http://oldcastle-precast.com/http://www.gates.com/http://www.catalystpaper.com/http://www.rolanddga.com/http://www.mcfe.com/http://www.raymondjames.com/http://www.sasfin.com/http://www.bouwfonds.nl/http://www.myfcsfinancial.com/http://www.credifin.pt/http://www.alaskausa.org/http://images.google.com/imgres?imgurl=http://www.rolls-royce.com/about/images/graphics/itp.gif&imgrefurl=http://www.rolls-royce.com/about/jvs/itp.jsp&h=88&w=120&sz=4&hl=en&start=3&sig2=GrwKnKy-Xh1ncPhvErhXHQ&um=1&usg=__WV-trSIjUhzM0sRzulVV1rlB-vU=&tbnid=kWTwl10XBKg5TM:&tbnh=65&tbnw=88&ei=lzEHSaKvNoumsAOb7PjLCg&prev=/images?q=Industrial+de+Turbo+Propulsores&um=1&hl=enhttp://www.finpro.fi/http://www.raibakwt.com/http://www.statoil.com/STATOILCOM/SVG00990.nsf?OpenDatabase&lang=en8/3/2019 CRM2011 - The Power of Productivity
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Enterprise Momentum
United States Air Force | Task management | 24x increase in task visibility | 60% reduction in
contractor support | 90% reduction in storage requirements | $3 million cost savings annually
United States Department of Agriculture | Conservation management, grants management, disaster
response, application review | Tracks documents in MOSS 2007 and maps farm plats in Virtual Earth
UK Department of Work and Pensions | Constituent service | Consolidates and load balances
customer call back functions of 23 regional contact centers to a single national network
ING | Vendor management | 85 million customers in 40 countries worldwide | Manages internal &
external relationships for world-class procurement | Configures workflows to trigger activities & tasks
Barclays Bank PLC | Customer service | 25% reduction in customer complaints | 15% increase in
customer satisfaction | 22% reduction in cost-per-incident
Shanghai Pudong Development Bank | Sales force automation and analysis | 600,000 VIP accounts |
21 branches | Leveraging basic reporting, data mining, and dashboards
Hilton Hotels | Sales, opportunity, and event management | 3,200 hotels worldwide | Developing
and integrating to a custom .Net application for inventory with Accenture
SingleCustomerViewExample
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Single Customer View Example
EnableUserAdoption
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User Options Outlook Web Office Portal Mobile
BenefitsDeliver User ChoiceIncreased Adoption
Enable User Adoption
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SaaS continues to grow in importance. As recently as 2009, in markets likeCRM, SaaSaccounted for 20% of enterprise application spend.
Gartner, Inc., Public Cloud Infrastructure Helps SaaS Vendor Economics, June 4, 2010.
NEWECONOMICS
Pay for what you use Lower and predictable costsShift from capex and opexAccelerate speed to value
REDUCEDMANAGEMENT
No patching, maintenanceFaster deploymentRobust multi-layered securityReliability and fault-tolerance
INCREASEDPRODUCTIVITY
Latest software for users Internet collaborationAnywhere access Instant self-provisioning
Amplifying Productivity with the Cloud
SaaS growth will significantly outpace traditional software product delivery. IDC, Robert P. Mahowald, Worldwide Software as a Service 2010-2014 Forecast: Software Will
Never Be the Same, June, 2010.
http://my.gartner.com/portal/server.pt?open=512&objID=260&mode=2&PageID=3460702&resId=1380823&ref=QuickSearch&sthkw=cloud+and+economyhttp://my.gartner.com/portal/server.pt?open=512&objID=260&mode=2&PageID=3460702&resId=1380823&ref=QuickSearch&sthkw=cloud+and+economy8/3/2019 CRM2011 - The Power of Productivity
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Help all users increase productivity
Close more deals
Improve customer satisfaction
Deliver innovation
Drive operational excellence
Reduce costs
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Excite
Community
Relationship
Management
Application
Customer
Relationship
Management
Application
Investor
Relationship
Management
Application
Case
Management
Application
Anything
Relationship
Management
Application
Relationships Interactions Process InsightsxRM Framework
Sales ForceAutomation
CustomerCare
MarketingAutomation
Extended CRMApplications
Microsoft Dynamics CRM Today
https://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrm8/3/2019 CRM2011 - The Power of Productivity
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Product excellence
2nd year to hold a leadership position in theGartner CRM Customer Service ContactCenter MQ
Ranked as a Leader in the Forrester WaveReport for CRM Suites Customer ServiceSolutions
Awarded the highest absolute score inForrester Wave Reports for large &midsized organizations
Customer success
Jelly Belly received CRM Magazine MarketElite Award for CRM Customer Service
Municipal Government of Coamo receivedCRM Magazine Customer Service EliteAward