Driving Organisational Efficiencies - Microsoft Dynamics CRM
 

Driving Organisational Efficiencies - Microsoft Dynamics CRM

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Microsoft Dynamics CRM: Servicing and Growing Customers ...

Microsoft Dynamics CRM: Servicing and Growing Customers

Managing customers has never been easier with Microsoft’s CRM solution, Dynamics CRM. This session looks at the upcoming update for CRM, including its mobile capabilities and multi-browser support. We also look at how Dynamics CRM can be used inconjunction with Dynamics NAV to help manage the customer lifecycle, from marketing opportunity through to project delivery.

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Driving Organisational Efficiencies - Microsoft Dynamics CRM Driving Organisational Efficiencies - Microsoft Dynamics CRM Presentation Transcript

  • Microsoft Dynamics CRMNathan Small29th March 2012
  • Agenda Introduction Dynamics CRM Roadmap – Q2 2012 Update Dynamics CRM – Diving into the Sales Pipeline
  • Nathan Small: Business Solutions - Dynamics CRM  I am a senior consultant based out of our Perth office and am ultimately responsible for the delivery of Dynamics CRM based projects.  I’ve been leading Dynamics CRM implementations for over 5 years ranging from 30 users to 4,500 users.
  • Customer InteractionsSales & Marketing, Service and othercustomer-facing activitiesBusiness ProcessesDriving consistent execution acrossbusiness units and systemsCollaborationEnabling teams to work together insideand outside of your organization
  • Microsoft Dynamics CRM Usability Flexibility Manageability“We need a solution that helps “We need a solution that make our jobs easier – not adapts to fit our unique “We need a solution that is harder.” business needs.” easily managed by our already constrained IT resources.” Actionable Analytics Performance and Scalability
  • Over 500 enhancementsLots of Features ... Business Process Management Personalization • Multiple application use/switching • Intelligent choice controls Customization and Extensibility • Forms designer • System views • Business org. modeling • Dynamic forms • Visualization Designer • Tree based designer • Navigation shortcuts • Customizable dashboards • Hyperlink support in prompts • Flexible filtering and search • “Any to Any” relationships • Static & dynamic response types for prompts • View selection persistence • Multi-factor authentication • Custom workflow activity • Personalized synch folders • Interactive override for Field Level Security • Import/export process definition • Personalized reading pane • Global Jscript libraries • AppFabric integration • HIPAA certifiable • Interactive workflow Customer Care • Custom activities Management and Administration Content Management • Customer care dashboard • Multi-nation setup • Track changes • Case modeling • Claims based set-up configuration • Version control • KB article customization • Server admin automation • Automatic folder creation • Workload management • Organization management automation • Secure file sharing • Flexible queues • Simple Internet-facing deployment • Quick preview • Business/contact center goals • MUI upgrades • Simultaneous editing • System-wide auditing • Org. update/upgrade • Single sign-in • Tenant by tenant upgrade migration • Text search with documents Sales • Server farm updates • Quota management • Deployment Web-Services • Team selling capabilities User Experience • Connections Integration • Native Outlook search experience • Custom currency • Azure Service Bus integration • Column filters • Sales dashboard • Firewall tunneling • email template support • Write-in products • Bulk data load • Outlook Social Connector • Negative price support • Record counts Solution Management • Re-occurring meetings Marketing • Solutions hosting • Meetings bi-directional synch • Marketing dashboard • Solution lifecycle management • Context menus • Dynamic Marketing Lists • Managed properties • Accessibility compliance • Bulk update • Community rankings • Voice recognition tools support • Rich CRM emails • Listings details and management • Outlook follow-up/reminders • Improved Data Import Wizard • Search and navigation • Outlook categories on CRM records • Data cleansing enhancements • Data mapping
  • Dynamics CRM RoadmapQ2 2012 Update
  • The focus…
  • The focus…
  • Mobility
  • Mobility…
  • Browser Flexibility
  • Enhanced Social
  • Enhanced Social…
  • Enhanced Social
  • Industry Specific Templates
  • Industry Specific Templates
  • Industry Specific Templates…
  • Microsoft SQL Server 2012
  • Microsoft SQL Server 2012…
  • Microsoft SQL Server 2012…
  • Microsoft SQL Server 2012
  • Certifications
  • SummarySummaryLooking towards the next release of Microsoft Dynamics CRM andover the longer term, Microsoft is committed to delivering a solution that:  Drives maximum user productivity  Delivers business insight and collaboration  Provides a flexible and scalable business solution framework  Enriches the core capabilities of your organization
  • Dynamics CRMDiving into the Sales Pipeline
  • Struggle to split timeacross current running projects No time for focusing Pain points on existing customers Cannot provide a single customer view for multiple people in multiple locations
  • Integrating customer- Providing easy-to-understand, relationship-management simplified reports that are tools with proposals, conducive to quick action contracts, and billing Provides collaborative work Dynamics CRM spaces for CRM and marketing activitiesAutomating everyday tasks for marketing, sales, and service Keeping track of engagement progress by providing access to Helping multiple personnel in dashboard views of customer many locations interact with a and practice management customer while maintaining a information consistent customer view
  • Integrating customer- Providing easy-to-understand, relationship-management simplified reports that are tools with proposals, conducive to quick action contracts, and billing Provides collaborative work Dynamics CRM spaces for CRM and marketing activitiesAutomating everyday tasks for marketing, sales, and service Keeping track of engagement progress by providing access to Helping multiple personnel in dashboard views of customer many locations interact with a and practice management customer while maintaining a information consistent customer view
  • Integrating customer- Providing easy-to-understand, relationship-management simplified reports that are tools with proposals, conducive to quick action contracts, and billing Provides collaborative work Dynamics CRM spaces for CRM and marketing activitiesAutomating everyday tasks for marketing, sales, and service Keeping track of engagement progress by providing access to Helping multiple personnel in dashboard views of customer many locations interact with a and practice management customer while maintaining a information consistent customer view
  •  Sales Management in Dynamics CRM
  •  Sales Management in Dynamics CRM
  • Sales Management in Dynamics CRM
  • Rating A rating allows a sales person the ability to classify the ‘feeling’.• Hot• Warm• Cold
  • Probability (%) Likelihood of closing a deal.
  • Probability (%) Likelihood of closing a deal.
  • The Probability Matrix
  • Lets have a look and see how this helpsus if we map this process to our CRMsystem…
  • Dynamics NAV ConnectorDynamics NAV Connector
  • Questions