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An overview of Microsoft Dy

An overview of Microsoft Dy

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Sentri's Microsoft dynamics CRM presentation Sentri's Microsoft dynamics CRM presentation Presentation Transcript

  • A Day-in-the-Life withMicrosoft Dynamics CRM 2011
  • The Future of Productivity2
  • The Microsoft Solution OfferingTypical Technology Silos Server PlatformDynamics CRM Virtualization System Portals and Managed Unified Desktop Collaboration Services Communications Management Server Active Directory Sales Help Desk SCVMM Cloud Strategy Marketing Tier II High Availability Windows 7 Data Center Customer Service Portals Tier III Overall Microsoft Strategy App-V Workflow Platform Exchange SCCM Search Cloud Unified Messaging Enterprise Voice Unified Communication and Collaboration CRM On-Premises In the Cloud
  • Microsoft Integrated Business Technology Presentation SharePoint Server ExtraNets IntraNets Dashboards Analytic Scorecards Workflow Views Structured Process Management CIM/Contact Center CRM ERP Communications Platform Lync Lync PBX Exchange 2010 Platform Integration Remote Virtualization SQL Server Monitoring Security Access Services
  • Agenda1. The “Power of Productivity”2. The Sales Conversation3. The Customer Care Conversation4. The Extended CRM Conversation5. Summary
  • The Power of Productivity
  • A Competitive Landscape Customers have unparalleled access to product information Barriers to switching rapidly eroding Staff reductions mandate organizations do more with less Positive customer experience key to success % OF STAFF CHANGE OPINIONS RESPONDANTS “As product and price Cutting IT Headcount by 1%-15% 50.3 differentiation erodes, businesses are turning to customer Cutting IT Headcount >15% 12.4 experience to gain market share Increasing IT Headcount 1%-5% 7.6 over their competitors.” Increasing IT Headcount >15% 0.5 No headcount Increase/Decrease 29.2 Customer Service Wave Report Forrester Research 92% 8.1% flat or declining increasing
  • 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”
  • Leader in ForresterWave ratings forCRM Suites(Large & Midsized)Leader in ForresterWave rating for CRMSuites, CustomerServiceLeader in theGartner CustomerService MQLeader in GartnerSales Force MQ* Access the full analystkit via Partner Source
  • The Extended CRMConversation
  • The Evolution from CRM To Extended CRM Partner Relationship Asset ManagementExtended CRM leverages the Managementflexible xRM Frameworkwhich allows organizations to Distributor Relationship Property Managementeasily configure and extend Managementthe capabilities of MicrosoftDynamics CRM. Patient Relationship Fleet Management Management Extended CRM is additive to Employee Relationship Land Management Management core CRM and allows organizations to track and Contractor Relationship maximize the value of other Management Task Management relationship and assets and in turn extend the power of Supplier Relationship CRM. Event Management Management
  • The Sales Conversation
  • Productivity Is Key to ProfitabilityEfficient, effective selling drives acquisition, retention of profitable customers Sales Efficiency Sales Effectiveness “High performing sales organizations “High performing sales organizations spend 30% less time throughout the year spend 40% more time each year on administrative tasks” with their best potential customers” Spending more time with the right customers and prospects Reprinted with permission from Driving Profitable Sales Growth: 2006/2007 Report on Sales Effectiveness © 2008 Watson Wyatt Worldwide
  • SFA Capabilities Today Differentiators  “Lead to Cash”  Native Outlook Client  Robust workflow  Insightful analytics  Mobile productivity
  • Familiar Experiences • Office Fluent User Interface • Next-gen Outlook experience • RoleTailored forms and views • Advanced personalization
  • Real-Time Filtering: ReducedBusy 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: InstantLead 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: StreamlinedProposals 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 KPITracking 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.
  • The Customer CareConversation
  • Customer Care Challenges  Reduction in call center resources  Agents saddled by multi-task environment  Mounting demands for operational efficiency  Increasing customer expectations “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 customers and strengthen the bottom line Contain costs Improve Streamline time Increase Contain costs with customers conversion and without sacrificing issue resolution without sacrificing close rates service service Shorten sales Achieve real-time cycles Boost operational insight Arm each action efficiencies with insight
  • Customer Care Capabilities Today Differentiators:  360 customer view  Easy case handling  Built-in KB  Service scheduling  Streamlined processes
  • Customer Care Productivity with 2011 1. Right data at fingertips 2. Faster Problem Resolution 3. Simplified work management 4. End-to-end KPI tracking
  • Most Recently Used Lists andRecord 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 CaseTracking New Flat UI dramatically reduces windows and tabbing back and forth and in turn reduce call timeStill have left-hand Nav. forusers that want tojump to specificdata point Can easily scroll down for needed info. Contextual sub-grids
  • Custom Activities: Improved FieldService 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 Support for re-occurring groups to activity appointments
  • Guided Dialogs: GuidedProblem Resolution Guided Dialogs provide robust call scripting capabilities Can enforce actions/tasks Troubleshooting script based on pre-defined rules example Can create many types of scripts. Multiple response example to left
  • Queues: Streamlined WorkManagement 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
  • 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 Extended CRMConversation
  • The Evolution from CRM To Extended CRM Partner Relationship Asset ManagementExtended CRM leverages the Managementflexible xRM Frameworkwhich allows organizations to Distributor Relationship Property Managementeasily configure and extend Managementthe capabilities of MicrosoftDynamics CRM. Patient Relationship Fleet Management Management Extended CRM is additive to Employee Relationship Land Management Management core CRM and allows organizations to track and Contractor Relationship maximize the value of other Management Task Management relationship and assets and in turn extend the power of Supplier Relationship CRM. Event Management Management
  • Microsoft’s Promise of Extended CRM Improve solution relevance and business impact Increase time Enhance value of Contain costs Improve with customers without sacrificing business fit all relationships service Shorten sales Achieve real-time cycles Drive operational insight Increase excellence business agility
  • Extended CRM Capabilities Today Differentiators:  Robust workflow engine  Multi-channel communications  Powerful BI capabilities  Point-and-click configuration xRM Framework  Powerful partner solutions
  • Extended CRM Productivity with 2011 1. Impactful connections 2. Role-tailored experience 3. Greater industry relevance 4. Value-add solutions
  • Connections: Influencing theInfluencers Key enabler of Extended Especially useful in sales cycle where CRM 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
  • TRY BUY GO LIVEcrm.dynamics.com crm.dynamics.com cloudCRMforless.com
  • FREE 30-DAY Trial
  • © 2010 Microsoft Corporation. All rights reserved. Microsoft, Microsoft Dynamics, the Microsoft Dynamics logo, and [list other trademarks] are trademarks of the Microsoft group of companies. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.