Microsoft Dynamics® CRM 2011 is probably the most significant release in the history of our product. It includes 500 enhancements and a wealth of new features. And while we are very excited about these features and capabilities, ultimately it is how these new features and enhancements help organizations become more productive that is most important. In essence, it’s about how Microsoft Dynamics CRM 2011 improves their “day-in-the-life” experience. And that is exactly what this deck attempts to explain.
Different from the What’s New in Microsoft Dynamics CRM 2011 deck, this deck looks at the new capabilities in 2011 from a business scenario standpoint. All of these business scenarios have a constant theme: Productivity. Specifically, this deck talks about how the new capabilities of Microsoft Dynamics CRM 2011 help enable three key scenarios: SalesCustomer CareExtended CRMThese are also the three core go-to-market (GTM) scenarios for Microsoft Dynamics CRM, which of course is no accident. We will take a more detailed look at these scenarios throughout the deck.
Before we get into the details of the three business scenarios, let’s first take a step back and look at the market backdrop and the renewed focus on productivity.
While the economic recession is officially over, many companies are still reeling from the its effects. In short, the downturn has led to a very competitive landscape. That shift has been further fueled by some key market trends. A more discerning consumer with heightened sensitivity to price, value, and serviceUnparalleled consumer access to vendor infoErosion of barriers to switchingConsumers have changed the way they evaluate and purchase, driven by greater access to information and a culture of shopping around. It’s not sustainable to compete on price alone. The traditional channels of influence have broken, and now consumers may go to many different sources for advice on their purchase decisions.Evidence shows that customers will no longer tolerate the rushed and inconvenient service that has become all too common. Instead, they are looking for a satisfying experience. And making things more challenging, many organizations are trying to meet these needs with declining resources.QUOTE: Forrester, The Forrester Wave™: Customer Service Software Solutions, Q4 2008
This increasingly competitive landscape has led to a renewed focus on productivity. As you can see by the quote from Gartner, productivity gains are viewed as a key requirement for earnings growth and ultimately success. And that is exactly what the new capabilities in Microsoft Dynamics CRM 2011 are focused on: improving productivity. With that in mind, we have shifted our core messaging from “Power of Choice” to “Power of Productivity”. Microsoft Dynamics CRM 2011 is squarely focused on productivity and helping organizations become more effective and efficient in their business.
Now let’s take a look at how the new features in Microsoft Dynamics CRM 2011 help sales organizations become more productive.
Sales productivity is built on twin pillars: efficiency and effectiveness. To be a high-performing company, the sales organization requires both. The key isn’t to bring on more people to make your company grow. The key is making the ones you have more efficient and effective.Efficient means they are discriminating in how they spend their time, less on activities such as:Account maintenanceAdministrationTravelPlanningEffective means they spend more time on high-value sales activities and are more effective at those activities, such as:Needs identificationSolution developmentProduct demosProposal developmentClosing (negotiating, pricing, contracting)Statistics that can be used for support:A 2006 survey of 841 sales professionals at 500 companies with large sales forces (2,000 employees) showed that salespeople at high-performing companies spend 40% more time each year with their best potential customers and 30% less time on administrative tasks compared to salespeople at low-performing companies. High-performing companies demonstrated faster sales growth and better financial performance compared to industry peers. All respondents reported being employed by organizations with at least 2,000 employees and/or large sales forces.Driving Profitable Sales Growth: 2006/2007 Report on Sales Effectiveness, Watson Wyatt Worldwide
With any challenge comes opportunity. Microsoft Dynamics CRM 2011 is uniquely positioned to provide measurable business benefits for sales organizations. Specifically, we will help organizations:Increase time with customers.Improve close rates.Shorten sales cycles. Achieve real-time insight.Let’s take a closer look at some of the features and capabilities that enable those benefits.
With 2011, we have a wealth of new features that help organizations better achieve the promises mentioned previously. Specifically we provide new capabilities that:Help organizations reduce busy work and have more time for customer interactions.Improve team selling and increase close rates.Streamline lead management and in turn shorten sales cycles.Help organizations attain real-time sales performance and make more informed decisions.
At the end of the day, sales is all about generating revenue. And you do that by spending more time with customers. The best way to do it is to reduce busy work. Microsoft Dynamics CRM 2011 can help sales organizations reduce busy work and have more time for customers. For example, the real-time filtering capability in 2011 helps sales professionals spend less time looking for customer and deal information. Just like Microsoft® Excel®, users can instantly reorganize the order of fields, add new fields to display, and display only records based on specific attributes of those fields (for example show only opportunities that were created in the last three months). And less time looking for information means sales people have more time for their core competency: selling.
Lead management historically has been a problem area for both sales and marketing organizations. Specifically, there are often issues around the handoff, quality of leads, and the qualification process. Microsoft Dynamics CRM 2011 helps organizations take a more consistent, streamlined, and intelligent approach to lead management. For instance, the new conditional formatting feature allows sales or marketing professionals to create pre-defined rules that can then be used to change the format of leads that meet those criteria. For example, a sales rep may decide leads that are $100,000 or more and from financial service companies are high-probability leads. He could use conditional formatting to automatically format such leads in green 11 point Segue font, in turn lighting up those high-probability leads. In some ways, you could call it pseudo-lead scoring because the high probability leads are delineated from leads that are not. Now the sales rep doesn’t have to open up each individual lead record, and that in turn saves him time and gives him more time to sell.
Another common problem area for lead management is lead quality. In Microsoft Dynamics CRM 4.0 we provided organizations with the ability to export leads to Excel, but now with 2011 they can also make changes in that Excel sheet, reimport it, and have those changes automatically incorporated in Microsoft Dynamics CRM. For example, a sales rep could get a list of leads from the marketing group (gathered at a trade show, for instance) and realize that the lead data is incomplete or inaccurate. He could instantly export them to the marketing group, who could then cleanse the leads or add additional details and then reimport those leads to Microsoft Dynamics CRM, where those changes would be automatically reflected in the system. Without that capability, it would require the sales and marketing staff to send Excel files back and forth, compare versions, and then manually make those changes to the records in CRM. Now all those wasted cycles can be applied to working and following up on those leads, and that in turn leads to better quality leads and a more efficient lead management process.
Many research studies have shown that organizations that sell well together close more deals. And Microsoft Dynamics CRM 2011 helps sales organizations improve team selling and close rates. For example, the team record ownership capability in 2011 now allows organizations to create virtual sales teams and take action as a team. They could create a “Large Account Sales Team” that focuses on large customers. That Large Account Sales Team could then in turn create team-based opportunities, activities, tasks, workflows, notes, and other items. And that allows the team members to take a more coordinated sales approach and work as a unified team, resulting in better engagement with the prospect or customer and improved selling.
Another key element of effective selling, and one that is very time-consuming, is content creation—specifically, the creation of quotes, proposals, reference forms, and RFPs. If a sales person has to create any of these documents from scratch, they can easily take hours if not days. And to make things worse, in that scenario the sales rep is not taking advantage of the knowledge of others. With the powerful Microsoft SharePoint® document capabilities embedded right within Microsoft Dynamics CRM 2011, sales users can easily create, share, and re-use key documents such as proposals and quotes. Something that may have taken hours or days to create can now be done in minutes. And more importantly, the sales rep can take advantage of all the valuable knowledgeable from other sales reps who created similar documents, in turn enabling more effective selling.
Real-time sales performance is a critical element to any well-run sales organization. This screen shot above shows how Microsoft Dynamics CRM 2011 can help sales organizations achieve real-time sales performance and make more informed decisions with inline data visualization.Inline visualization is a powerful set of new capabilities in 2011 and frankly speaking something that our competitors don’t offer. Here we see a pre-built pipeline visualization. Literally with just a click, a sales person can bring up a sales pipeline of their open opportunities by sales stage. They could also use some of the other pre-built visualizations, such as top 10 customers or top 10 leads, to bring up key data points. Or they can create new data visualizations, say for example top opportunities in the financial services industry. The key point about all of these examples is that they are real time and that the sales person can instantly visualize data. And that allows them to better track key performance indicators (KPIs), take proactive action when necessary and make more informed decisions.
Dashboards are another key element of sales performance management, and a critical tool for sales management to stay abreast of key performance metrics and trends. In 2011, we are introducing a whole new set of capabilities around dashboards. 2011 includes pre-built dashboards that sales, service, and marketing organizations can use out of the box, or they can easily create new dashboards. Two critical aspects of the new dashboards are that they are both real-time and flexible. A typical scenario for a sales organization is the need to track key metrics like sales pipeline, top customers, quota attainment and revenue. But many sales organizations also track external data points like stock prices, financial market trends, and in some cases regulatory information. These external data points can also be seamlessly incorporated into the Microsoft Dynamics CRM dashboards so sales organizations can have a holistic view of all key data points. And different from some of the other CRM solutions in the market, these dashboards are real-time, which helps ensure that sales organizations have the most up-to-date data to base their information on.
We saw previously how the new features in Microsoft Dynamics CRM 2011 can help sales organizations. Let’s now take a look at how 2011 can help customer service organizations.
Once again, before we get into the details of how Microsoft Dynamics CRM 2011 can help service organizations, let’s first take a look at the market conditions. Today many customer service organizations are facing an increasingly challenging environment. Call center and customer service organizations are saddled with:Fewer resources.Agents being forced to instantly jump from one task to the next.Mounting demands for operational efficiency.Increasing customer expectations.But at the same time, in this competitive market, stellar customer service can provide the edge organizations need to thrive and contribute to the bottom line.Today, more than ever, is the time to invest in customer service strategies.
With any challenge comes opportunity. Microsoft Dynamics CRM 2011 is uniquely positioned to provide measurable business benefits for customer service organizations. Specifically, we can help organizations:Streamline issue resolution.Contain costs without sacrificing service.Boost operational efficiencies.Arm every action with intelligence.Let’s take a closer look at some of the features and capabilities that enable those benefits.
While we have a good base of capabilities in the current version of Microsoft Dynamics CRM, we are taking that to a new level in 2011.In Microsoft Dynamics CRM 2011 we are providing a wealth of new features that help organizations better achieve the promises mentioned on the previous slide. Specifically we provide new capabilities that enable:The right data at your fingertips.Faster problem resolution.Simplified work management.End-to-end KPI tracking.
In the call center, even more so than other departments, it is critical that agents have timely access to the right data. As we talked about the current market conditions earlier, call center agents are saddled with a multi-task environment where they have to jump from one call to the next, or from one system to the next. And many agents are measured by their speed to handle inquiries and the speed to resolution. The bottom line is that they need the right data at their fingertips. And that is what Microsoft Dynamics CRM 2011 offers, with useful features like the recently used list and record pinning. For example, a call center agent may remember the name of a customer but can’t remember if it was an account record, case record, or contract record. With the most recently used list, the agent can instantly see that record and open it with a click. Or the agent may have a knowledge base article they use for a common issue. If they pin that KB article using the Record Pinning capability, they can then open it with just a click as opposed to having to go to “Service,” “Knowledge Articles,” “KB Article” which require many more clicks and windows. Both of these examples are saving the call center agent clicks, windows, and ultimately time.
But having information at your fingertips is only half the battle. Ultimately customers want their issue or question resolved. After all, resolving customer issues and problems is the essence of any call center. Microsoft Dynamics CRM 2011 can help customer service organizations achieve faster problem resolution by providing intuitive and time-saving features. And the new “flat UI” in 2011 helps streamline case logging, tracking, and resolution.In Microsoft Dynamics CRM 4.0, users would have to go back and forth between the multiple tabs at the top of the case form to enter and view all the case details. Now with the new flat UI, the agent can easily scroll down and up in the same form to view all the details, without having to click different tabs. They can expand or contract the sections in the form to optimize the experience. And they still have the benefit of the left-hand navigation that allows them to jump to specific items like documents, activities, and workflows. Ultimately, the new flat UI minimizes clicks and windows and allows a call center agent to more rapidly and efficiently track and resolve cases.
Another key area for many service organizations is field service. Unfortunately in previous versions of Microsoft Dynamics CRM, users were limited to a pre-defined list of pick values for service activities. That meant if a service organization wanted to track other activities like “onsite repair” that weren’t part of the pre-defined pick list, they couldn’t do that in the system without significant customization. With Microsoft Dynamics CRM 2011, we have taken off those limitations and now users can create any custom activity and track all related aspects of that custom activity. They can add new tasks, assign resources, create resource groups, create and execute workflows, and in general track that activity from beginning to close without any customization or custom coding. And that ultimately allows service organizations to more effectively track field service calls and other non-call center focused service activities more effectively.
One of the biggest issues in service organizations is skill disparity. In essence, there are some agents that do an amazing job resolving customers’ issues, some that don’t do a good job, and many layers in between. But an inconsistent service experience can be very damaging for the business and very discouraging for the agents themselves. Service organizations need tools that allow them to resolve customer issues in a consistent and efficient way. They need tools that allow them to take advantage of the knowledge of their staff and re-use commonly used answers. That is exactly what the guided dialogs feature in Microsoft Dynamics CRM 2011 provides. Some may view it as a call scripting feature, and while it can certainly do that, it is much more. The guided dialog feature in 2011 allows service organizations to easily create, re-use, and automate the problem resolution process and actually guide the question and answer dialog. As you can see in this example, agents can use the feature to funnel commonly asked questions or issues into a common resolution or answer. And equally important is that service organizations can also embed triggers or rules into the dialog. For example, if a customer is identified as a VIP customer, that could instantly trigger a separate script with more hand-holding by the agent. Guided dialog allow service organizations to provide a consistent and efficient approach to problem resolution, in turn leading to a more uniform skill level.
In today’s environment, service organizations are not just judged on resolving customer issues but also on operational efficiency. A key element of operational efficiency is work state management—in essence, making sure the myriad of call center work streams are efficient and streamlined. And that is exactly what the new queue management capabilities in Microsoft Dynamics CRM 2011 are aimed at. In previous versions of Microsoft Dynamics CRM, there were limitations to the queue feature that made it difficult for organizations to fully utilize it as a work management tool. Now in 2011, organizations can create a queue against any entity in the database, they can create individual or team queues, and they can lock-down actions in queues. For example, a service organization can have a special VIP case escalation queue in which the escalation is fast-tracked but yet has sequential flow so that the various work streams are optimized.
In today’s challenging business climate, service organizations are judged on key performance metrics; more specifically, based on their ability to meet their goals. With the new and comprehensive goal management feature in Microsoft Dynamics CRM 2011, call centers can easily define, set-up, track, and report on key goals. For example, they can track first call resolution rates, average call time, average resolution time, and other key metrics. One really nice thing about the goal management feature is that once the goal is set up, it automatically tracks the attainment of that goal. With just a click, the users can visualize the performance of that goal in a pre-built report. And since this feature streamlines the whole goal management process, call centers can keep their pulse on key metrics, take proactive measures when needed, and ultimately optimize their operations. Ultimately service organizations can spend less time setting and managing goals and more time on activities that help them meet and exceed those goals.
Another key feature that enables better performance management and operational efficiency is auditing. Many call centers and customer service organizations have service level agreements (SLAs), with their customers or internally. In either case, they are obligated to meet these SLAs. Some SLAs may be focused on response time (for example, respond to received email within two hours) and others may be focused on resolution (resolve customer issue within three business days). Inevitably discrepancies arise between the customer and the service organization. For example, the customer may claim they did not receive a response within the specified time or didn’t get their issue resolved within the SLA timeframe. The new system-wide auditing feature in 2011 allows service organizations to see any change made to any record or field. For example, they could check the audit trail of a specific case, see when the case was received, when the status changed, when it was escalated, and when it was resolved. And when necessary they could then use that information to prove they met their specified SLA obligations. But that audit trail also helps them identify any inefficiencies and improve operations.
OK, we have taken a look at how Microsoft Dynamics CRM 2011 can help sales and service organizations, now let’s take a look at how it can enable extended CRM.
But before we get into the details of how the new features help extended CRM, let’s first spend a few minutes defining extended CRM and how that relates to xRM. In easy terms, xRM refers to the flexible technical framework that allows organizations to easily configure and customize Microsoft Dynamics CRM. In essence, it is the enabling technology for Extended CRM and it is very much a TDM-focused message.Extended CRM refers to the ability for organizations to easily extend the core CRM capabilities of Microsoft Dynamics CRM to track and manage other relationships; for example, extending Microsoft Dynamics CRM to manage partners or suppliers. It also refers to the ability for organizations to easily create industry templates and solutions on top of Microsoft Dynamics CRM. Ultimately, extended CRM is a BDM-focused message.
Extended CRM allows organizations to extend beyond sales force automation and customer service. With Extended CRM, Microsoft will help organizations:Enhance the value of all relationships, not just customer relationships.Improve the business fit by allowing organizations to tailor it to their individual needs.Drive operational excellence by streamlining the creation of industry solutions and automating processes.Increase business agility by being able to rapidly find, adopt, and take advantage of complementary applications and solutions.
With Microsoft Dynamics CRM 2011, we have a wealth of new features that help organizations better achieve the promises of extended CRM. Specifically, we provide new capabilities that enable:More impactful connections.A role-tailored fit.Greater industry relevance.The ability to take better advantage of value-add solutions.
CRM and extended CRM are all about relationships and connections. But today’s complicated business world is no longer just about customer relationships or about traditional roles like CEO, VP of Sales, VP of Service. Organizations in today’s complex business environment need to be able to track all relevant relationships. And the new Connections feature in Microsoft Dynamics CRM does just that. With this feature, organizations can easily define and set-up any relationship they want to track, assign attributes to it, and then actually associate individuals to that relationship. For example, an organization may have a complex sales process and in addition to the traditional roles they sell to, they might need to influence peripheral roles like in-house lawyers, tax consultants, and accountants. With the Connections feature they can identify these key roles, associate them to specific individuals, and then track all associated actions and activities. In turn, this allows them to better track those non-traditional roles and use them for their extended CRM initiatives.
Here is another example of being able to better track relationships and adding context to those relationships, with the Social Connector. Microsoft Outlook® 2010 provides built-in social networking capabilities collectively known as the Social Connector. And with the native Outlook client in Microsoft Dynamics CRM 2011, organizations get the full benefit of the social connector. In essence, the Social Connector allows users to see the online influence of a specific individual by showing their social connections through networking sites such as LinkedIn, Facebook, and Twitter. For example, an organization may be dealing with a certain low-ranking individual and not initially give that individual much attention. But what if the organization knew that individual had 500 followers on Twitter or that the individual was friends with the CEO of the company on Facebook? All of a sudden, they now realize that so-called low ranking individual has very strong online influence, and they can treat him or her with commensurate care. This feature directly helps to enable extended CRM scenarios, because as the lines have started to blur between the traditional and online business worlds, organizations need to take a more holistic approach to relationship management and have more context of the individuals they are dealing with. And that is exactly that this feature enables.
One of the most effective ways to improve the business fit of business solutions is to ensure that the solution is optimized for each specific role. And that is exactly what we have done in Microsoft Dynamics CRM 2011 with the role-tailored experience.With Microsoft Dynamics CRM 2011, we are offering a whole new set of capabilities around declarative design and specifically around role-tailored forms. Now organizations can create forms specific to each individual role and tailor the amount of information, order, and presentation of information that is displayed on that form. For example, they could create a different Opportunity form for a sales VP versus a sales rep: one showing an aggregate view and the other showing more detailed sales information. But from an Extended CRM standpoint, they could also create specific data views for non-traditional roles. For example, they could create a new form for an operations manager, another one for IT manager, another one for a compliance officer, each showing different levels of data. Or they could create roles specific to industries, such as a form for high-ranking officers in the armed forces, or a form for a VP of HIPAA at a health-care company. The key point here is that by tailoring the presentation and order of information through role-specific forms, organizations can increase the relevancy of the information, the business fit, and ultimately the adoption.
Another key enhancement in Microsoft Dynamics CRM 2011 that directly enables great business fit and greater industry relevance is the new drag-and-drop customization capabilities. Now organizations can instantly configure Microsoft Dynamics CRM to their unique needs with just a few mouse movements and clicks. They can easily create new entities and tables, add or change roles, change or add fields, change attributes, change terminology, change or add new data relationships, and change or add new forms and views. This is extremely important for organizations that want to use Microsoft Dynamics CRM to manage industry-specific processes or initiatives. For example, a real-estate firm may want to manage their physical properties in addition to their clients; the Air Force may want to track logistics and assets in addition to their constituents; health care companies may want doctor details, drug histories, and pharmaceutical trials in addition to their customer details. All of these scenarios require customization, and the beauty of the new drag-and-drop capabilities in 2011 is that these customizations can be done with minimal effort and little IT intervention. And ultimately the ease and speed at which customization can be done will enable stronger and more extended CRM scenarios.
When you look at extended CRM, one of the key enabling factors is the ability to take advantage of other value-add solutions and in turn improve business agility. The new Microsoft Dynamics Marketplace, which will be released with Microsoft Dynamics CRM 2011, provides a centralized cloud-based repository of value-add solutions. On the Marketplace, customers and partners can easily post, search, find, try, and (in the second half of CY11) buy value-add solutions for Microsoft Dynamics CRM. The new Marketplace, in addition to including optimized search logic and a streamlined user experience, will also include things like user generated ratings, reviews, and community-based elements (as can be seen in this screen shot). The Marketplace is extremely important for extended CRM as it allows organizations to find other relevant and value-add solutions for Microsoft Dynamics CRM, and in turn use those solutions to extend out the capabilities to track other relationships and assets. For example, organizations could use the Marketplace to find industry-specific solutions (HIPAA solution, Retail POS app., FSI credit checking app., etc.) for Microsoft Dynamics CRM or to find tools that allow them to extend the core CRM capabilities (product configuration for example).
But finding value-add solutions is only half the battle. The other half is using and managing those solutions. The new solutions feature in Microsoft Dynamics CRM 2011 provides a holistic and powerful set of capabilities that allow organizations to find, use, and manage complementary and value-add solutions. Very similar to the programs management capability in Windows®, the solutions feature in Microsoft Dynamics CRM 2011 provides a centralized console where organizations can install, uninstall, manage, and track solutions. For example, organizations may want to use one of the many partner-built solutions for Microsoft Dynamics CRM, or they may want to use third-party applications that have pre-built integrations to Microsoft Dynamics CRM like ExactTarget, Endeavor Commerce, Big Machines, Exportlogix, and many others. Or they may want to take advantage of industry-specific applications or existing in-house applications. The key point here is that the new solutions feature allows organizations to better use and manage those value-add solutions and to extend out the capabilities of Microsoft Dynamics CRM, ultimately increasing the value and relevancy of their relationship management efforts.
As you can see Microsoft Dynamics CRM 2011 is packed with new features and enhancements. In this deck, we highlighted some of the higher-level new features and really only scratched the surface in regards to the new capabilities in 2011. But more important than the number of the new features in 2011 is the value they provide. As you have seen throughout this deck, these features provide a wide array of benefits but ultimately they have one thing in common – they help organizations increase their productivity. And that is what Microsoft Dynamics CRM 2011 is all about – The Power of Productivity. Microsoft Dynamics CRM 2011 helps organizations amplify their productivity so they can survive and thrive in this very competitive environment. Find out for yourself how Microsoft Dynamics CRM 2011 can help empower your people and power your organization to success.
A Day-in-the-Life withMicrosoft Dynamics CRM 2011 November 2010
The “Power of Productivity” The Sales Conversation The Customer Care Conversation The Extended CRM Conversation Summary Agenda
“As product and price differentiation erodes, businesses are turning to customer experience to gain market share over their competitors.” Customer Service Wave Report Forrester Research 8.1% increasing 92% flat or declining
Renewed Focus on Productivity “Adopting a productivity focus that changes the way we work is the only path to lock in productivity gains and earnings. Achieving productivity gains requires changing the way people work so they work smarter, achieve more, deliver greater quality and realize the value of their efforts.” Mark McDonald, GVP Gartner “Power of Choice” Productivity”
Microsoft’s Promise of Sales Productivity Increase sale output and efficiency Improve conversion and close rates Increase time with customers Contain costs without sacrificing service Increase time with customers Shorten sales cycles Achieve real-time insight Shorten sales cycles Achieve real-time insight Improve close rates
Sales Productivity with 2011 Reduced “busy work” Intelligent lead management Improved team selling Real-time sales performance
Real-Time Filtering: Reduced Busy Work Allows sales staff to instantly zero-in on needed data Excel-like filters for each column For example can use filters to display only opportunities of last two months
Conditional Formatting: Instant Lead Scoring Formatting rules can be applied against any entity Lead Scoring example: High probability leads in green font Guided Wizard for easy rules creation
Excel Export/Import: Improved Data Quality True bi-directional sync with Excel Changes made in Excel automatically incorporated in Microsoft Dynamics CRM Sales person can work opportunities, export to marketing group where they make changes to lead and then import changes back into Microsoft Dynamics CRM
Team Ownership: Better Team Selling Account ownership of Records For example, you could have a “Large Account” team made of account managers, sales reps., sales manager, CSS agents, etc. Team security roles and roll-up reporting
Contextual Docs: Streamlined Proposals Embedded document management capabilities of SharePoint For example, sale team can create central repository of quotes and proposals for faster proposal creation Check-in/Check-out and lock-down capability
Inline Visualization: Improved KPI Tracking Instant visualization of data most relevant to sales person Can use pre-defined charts like Sales Pipeline Built-in drill down capability Can instantly create custom charts via guided wizard
Flexible Dashboards: Gleaning Insight 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.
“On average, 40% of customers who suffer through bad experiences stop doing business with the offending company.” What Service Customers Really Want by Dave Dougherty and Ajay Murthy – Harvard Business Review, Sept 2009
Microsoft’s Promise of Customer Care Delight your customersand strengthen the bottom line Contain costs without sacrificing service Improve conversion and close rates Increase time with customers Contain costs without sacrificing service Streamline issue resolution Achieve real-time insight Shorten sales cycles Arm each action with insight Boost operational efficiencies
Customer Care Capabilities Today Differentiators:
Customer Care Productivity with 2011 Right data at fingertips Faster Problem Resolution Simplified work management End-to-end KPI tracking
Most Recently Used Lists and Record Pinning: Minimizing Clicks New features dramatically reduce clicks and windows which is huge time saver for call center reps. Most Recently Used items displayed just with a click Can pin most often used records (contacts, cases, accounts, etc.) Pre-defined homepage presents most relevant info.
Flat UI: Simplified Case Tracking New Flat UI dramatically reduces windows and tabbing back and forth and in turn reduce call time Still have left-hand Nav. for users that want to jump to specific data point Can easily scroll down for needed info. Contextual sub-grids
Custom Activities: Improved Field Service Now have complete flexibility to create any activity For example, can create “Onsite Repair” activity and other Field Service related activities Can instantly add new tasks, resources and resource groups to activity Support for re-occurring appointments
Guided Dialogs: Guided Problem Resolution Guided Dialogs provide robust call scripting capabilities Can enforce actions/tasks based on pre-defined rules Troubleshooting script example Can create many types of scripts. Multiple response example to left
Queues: Streamlined Work Management Can create queue against any entity in the database Can create individual or team queues For example, can create case escalation queue for important customers Can lock-down queues until action is complete for sequential work management
Goal Management: Operational Efficiency Can track goals against any entity With a click can generate reports for goal attainment Useful for call centers that want to track average call time, first call resolution rate and other key metrics Easy set-up process
Auditing: Improved Accountability System-wide auditing Important for call centers who have strict SLAs Can see all changes made at record or field level Can create pre-defined auditing rules
The Evolution from CRM To Extended CRM Partner Relationship Management Asset Management Extended CRM leverages the flexible xRM Framework which allows organizations to easily configure and extend the capabilities of Microsoft Dynamics CRM. Property Management Distributor Relationship Management Fleet Management Patient Relationship Management Employee Relationship Management Land Management Extended CRM is additive to core CRM and allows organizations to track and maximize the value of other relationship and assets and in turn extend the power of CRM. Contractor Relationship Management Task Management Supplier Relationship Management Event Management
Microsoft’s Promise of Extended CRM Improve solution relevance and business impact Increase time with customers Contain costs without sacrificing service Improve business fit Enhance value of all relationships Achieve real-time insight Shorten sales cycles Increase business agility Drive operational excellence
Extended CRM Productivity with 2011 Impactful connections Role-tailored experience Greater industry relevance Value-add solutions
Connections: Influencing the Influencers Key enabler of Extended CRM Especially useful in sales cycle where there are multiple influencers (lawyers, consultants, tax experts, etc.) Each role can have distinct attributes Can create any kind of role and apply to any entity
Social Connector: Bringing in Social Context Social Connector in Outlook Client seamlessly brings in social data Allows users to gauge online influence of contact For example, can instantly see LinkedIn or Facebook profile for given contact
Role Tailored Forms: Tailored Fit True role-based forms ensure data is relevant to each user Can have multiple forms per entity Full control over presentation of forms Drag-and-drop customization
Drag and Drop UI: Effortless Customization Can configure entity Body, Header or Footer Useful “Click to Customize” feature Drag-and-Drop UI Can use Navigation Editor to customize left-hand navigation
Marketplace: One Stop Shop for Apps. Central repository of complementary solutions for Microsoft Dynamics CRM New optimized search logic Fully integrated to Microsoft Dynamics CRM User generated ratings and reviews
Solutions: Centralized Solution Management Allows you to centrally manage solutions right within Microsoft Dynamics CRM Multi-app server capability Managed properties
Familiar, intelligent and connected experience Wealth of new features in 2011 Strong business value for SFA, CC & Extended CRM Microsoft Dynamics CRM 2011 Amplifies Productivity Empower Your People with Microsoft Dynamics CRM 2011!