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Prezentacija "E2 CRM Hosting" koju je Vladimir Ljubibratić 9. decembra 2009. godine u Beogradu.

Prezentacija "E2 CRM Hosting" koju je Vladimir Ljubibratić 9. decembra 2009. godine u Beogradu.

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  • SMALL BUSINESS:The Mole Clinic:Partner HostedHealthcare IndustryThe MOLE Clinic has assembled a team of the world’s best consulting dermatologists; each a professor with between 10 and 25 years experience. They log in to hosted Microsoft Dynamics CRM from hospitals and institutes around the world to diagnose the mole images. Nurses can also use the Microsoft Dynamics CRM laptop client to operate mobile clinics. They are trying to arrange a mobile clinic at Microsoft’s UK headquarters to coincide with the launch of Microsoft Dynamics CRM 4.0. Total Structures: Live CRMManufacturing IndustryMicrosoft DynamicsCRM leads the sales people through the process. It was a no-brainer to go with Microsoft Dynamics CRM because an increase in efficiency alone will more than make up for the costs. “We exhausted the limits of the manual systems we had in place and Microsoft Dynamics serves a vital role in substantially increasing the efficiency of our sales people.” Adrian Forbes-Black, Vice PresidentArab Telecom:On PremiseTelecommunications IndustryDue to the collaboration-supporting functionality of Microsoft Dynamics CRM, managers believe they can shorten their sales cycle to generate more sales. “Microsoft [Dynamics] CRM will be a key tool in helping us meet our sales, support and marketing growth objectives throughout the Middle East and Africa.” Shahad Ibrahim, Director of Sales and MarketingMIDMARKET:PAML: On PremiseHealthcare Increased call center productivity. Integrating Microsoft Dynamics CRM with Microsoft Office Outlook messaging and PAML’s lab information system enables client service representatives to quickly answer questions about test results or the status of orders from within the CRM application, so PAML was able to accelerate response times and handle 15 percent more calls in its call center without hiring additional staff.Improved customer retention. Before Microsoft DynamicsCRM, PAML estimated 20 percent of customer churn in its largest region was because of poor customer service; that number has been reduced to zero. Because all employees ― not just client service staff ― have access to updated customer information, they can track problems more effectively and have reduced customer inquiry response time from three days to less than one day, increasing customer retention and retaining profits of more than $400,000 a year. We’ve been able to provide our customers with same-day responses, reducing wait times that used to range up to three days. Rosalee Allan,Senior Vice President and Chief Operations Officer  South African Tourism: On PremiseMedia & Entertainment IndustryThe solution’s multi-tenancy capabilities enable each of the agency’s three divisions to tailor their discrete data and processes to meet their unique challenges. And the multi-currency, multi-language features fit perfectly with the agency’s global operations. “Microsoft [Dynamics] CRM met the biggest burning desire for our organization. The need to organize, store and access customer data so that it becomes an institutional asset that we don’t lose when someone gets a job elsewhere.” Fiona Buckner, Manager of e-business.ENTERPRISE:Jones Lang LaSalleOn Premise – 900 + users growing to 3,000Professional Services IndustryJones Lang LaSalle switched from salesforce.com for a flexible standards-based global platform that works the way its people do.Jones Lang LaSalle is a global real estate leader with approximately 160 offices worldwide in over 50 countries.  With 2006 revenue of more than $2.0 billion, the company provides comprehensive integrated real estate and investment management expertise on a local, regional and global level to owner, occupier and investor clients.By leveraging the deployment options available on Microsoft Dynamics CRM, Jones Lang LaSalle was able to begin its implementation rapidly with on-demand CRM, then move the deployment on-premise for complete flexibility and control.  Using the hosted solution for demonstrations and initial customizations, JLL assembled a user group to provide feedback on functionality that would help prepare for the eventual on-site deployment. JLL was able to learn which features the sales force would actually want and use, and put together a robust set of requirements that met all user needs for the global deployment. Maccabi Health Care Services On Premise – 1,200 usersIntegrated Healthcare IndustryMaccabi serves 1.7M members in Israel.  MicrosoftDynamics CRM is the hub of patient information and is used in hospitals, clinics, labs and in contact center.  The CRM system surfaces critical information from SAP and an AS400.  Maccabi is a thought-leader in Customer Service in Israel.  This CRM application really forms the center hub of all patient information including billing info, disease mgmt, records, health regimes, etc… Users that touch it range from front-line employees to back-office personnel.  

E2 CRM Hosting E2 CRM Hosting Presentation Transcript

  • Microsoft Dynamics CRM
    Vladimir Ljubibratić
    vlado@extreme.rs
    Izvršni direktor
    Extreme d.o.o.
    E2 CRM Hosting
  • Agenda
    Customer Relationship Management
    Microsoft Dynamics CRM
    E2 CRM Hosting
    Demo
    Pitanja
  • Кlijenti pokreću poslovni uspeh
    Efektivno upravljanje životnim ciklusom klijenata– od marketinga preko prodaje do podrške– је od kritičnog značaja za razvoj i profitabilnost svake kompanije.
    Svrhaposlovanja je stvaranjeklijenata (Peter Drucker)
    Pridobijanje novog klijenta košta 6 do 7 puta više od zadržavanja postojećeg
    Harvard Business Review
    Kompanije gube pola svojih klijenata u periodu od 5 godina
    The Loyalty Effect
  • Odnos sa klijentima – način rada
    U današnje vreme je teško uspostaviti povezanost sa klijentima
    Moderne tehnologije spečavaju viđanje sa klijentima “u živo”
    Trend globalizacije utiče na to ne delujemo više samo lokalno
    Broj klijenata i broj transakcija se svake godine sve više uvećava
  • Marketing
    Prodaja
    Servis
    CRM | Izazovi
    „Da li su sve aktivnosti dogovorene na sastanku marketing sektora urađene ?"
    „Koje je stanje mojih prilika i kontakata? "
    „Gde mogu pronaći e-mail koji sadrži aktivnu ponudu za klijenta ?"
    Partner
    „Da li možete da mi ponovite šta ste razgovarali sa kolegom?"
    Kompanija
    „Kolega je na odmoru, koji uslovi su dogovoreni? "
    „Koji zahtevi za servisom još nisu završeni ?"
    Klijent
    Backoffice
  • Marketing
    Prodaja
    Informacije o klijentima
    Servis
    Partner
    Company
    Backoffice
    CRM | RešenjeIntegracija ljudi, procesa i informacija
    JEDNA TAČKA ZA KREIRANJE INFORMACIJA
    Klijent
    povećanje konkurentnosti(orjentacija ka klijentu)
    unapređenje produktivnosti
  • Mid-size Companies
    Large Enterprises
    Small Businesses
    Microsoft Dynamics CRM: Globalna baza klijenata
  • Pomaže u kreiranju uspeha u preko 40.000 firmi
    Nortel se oslanja na skalabilnost i prefomanse MicrosoftDynamics CRM-aza sistem sa preko 3,000 korisnika.
    ING je konfigurisao Microsoft Dynamics CRM kako bi isporučio produktivniji globalni sistem za nabavku i upravljanje dobavljačima.
    MCF je implementirao Microsoft Dynamics CRM kako bi smanjio vreme servisnih razgovora za 80% i obradu porudžbina za 90%.
    Mitsubishi Caterpillar
    Equinox koristi Microsoft Dynamics CRM za svoje prodajne procese,sa povećanjem produktivnosti zaposlenih za 8%.
    Cold Stone Creamery vodi njihov klub članova uz pomoć MicrosoftDynamics CRM-a, štedeći milione dolara u protekle tri godine.
  • Microsoft Dynamics CRM paket
  • Odgovori na kampanju su prikupljeni;ROI jenadgledansa konstantnim izveštajima
    Uspostavite brz i efektivan marketing
    Nova kampanje je budžetirana, odobrena,određena je ciljna grupa i izvršena kroz različite kanale
  • Uspostavite brzu i produktivnu prodaju
    Potencijalni kontakt je kreiran sa odgovorajućim prodajnim procesom.
    Zainteresovana osobazahteva više informacijapreko web-a.
    Potencijalni kontakt se predaje odgovarajućem prodavcuda zatvori prodajnu priliku.
    Potencijalni kontakt se automatski rutira unutrašnjoj prodaji za kvalifikovanje i dodelu.
  • Servisni incident se kreira sa odgovarajućim radnim procesom.
    Uspostavite brz i konstantno kvalitetan servis
    Zahtev se automatski rutira najboljem dostupnom agentu.
    Servisni zahtev dolazi putem telefona, web-a ili drugim kanalom.
    Baza znanja se pretražuje i rešenja se predlažu.
  • Snaga izbora
    Izaberitekakoćete KUPITI – Posedovati ili iznajmiti
    Izaberitekakoćete POSTAVITI – U firmi ili hostovati
    Izaberitekakoćete KORISTITI - Outlook, browser, mobile
    PROMENITE- kako se vaše poslovne potrebe menjaju
  • E2 CRM Hosting
    Hosting rešenje za postavku i održavanje Microsoft Dynamics CRM platforme
    Eunet + Extreme
    Microsoft Dynamics CRM +
    Instalirani jezici: engleski i srpski
    Podržani jezici: 35+
    Podrška za više valuta
    CRM Web pristup
    Outlook online i offline pristup
    MS Office integracija
    Inicijalna postavka i konsultacije putem telefona
  • E2 CRM Hosting
    Sales i Lead Process Template
    Antivirus zaštita CRM servera
    SSL sertifikat
    Backup baza na dnevnom nivou
    Garancija rada 99.8%
    Sistemska podrska 24/7 email, tel
    Aplikativna podrska: 8/5 email,tel, webticket
    Dodatne aplikacije: Sales Dashboard, Web To Lead
    Brzi start: metodologija implementacije
    Besplatna probna verzija od 30 dana
    http://www.crhosting.rs
  • Hosting paketi
  • Poslovni cilj – unapređenje prodaje
    Povećati broj i kvalitet potencijalnih prodajnih kontakata
    Obezbediti bolju preglednost prodajnog levka za tačnije predviđanje prodaje
    Smanjiti vreme potrebno za administraciju i obezbedite produktivno vreme za prodaju
    Osnažiti i motivisati svoj tim sa boljim alatima za merenje uspešnosti rada i bolju efikasniju komunikaciju sa klijentima
  • Prodaja
    Glengarry Glen Ross (1992)
    “These are the new leads. These are the Glengarry leads. And to you they're gold, and you don't get them. Why? Because to give them to you would be throwing them away. They're for closers. “
    Lead – potencijalni kontakt
    Lead je ime, email adresa, kontakt podaci itd. zaposlenog, nekoga koga ste sreli, neko skim ste razgovarali, neko ko se nalazi na nekoj listi, i koji bi MOŽDA, i samo možda, mogao biti zainteresovan za ostvarenje saradnje sa vama.
  • 5 grešaka u upravljanju potencijalnim kontaktima koje ubijaju prodaju?
    Gde su naši potencijalni klijenti?
    Samo 25% novih potencijalnih kontakata su spremni za prodaju.
    25% su diskvalifikovani.
    Šta radite sa preostalih 50%?
    Yankee Group, nezavisna istraživačka firma, tvrdi da tipična kompanija izgubi između 40% i 80% prodajnih potencijalnih kontakata negde u toku prodajnog ciklusa.
    Email nije CRM softver
    Zatvaranje prodaje jednim pozivom je fantazija
    Prodavci ne mogu birati potencijalne kontakte
    Prospekte treba negovati
    Just Do (Sell) It
  • Prodaja u suštini
  • DEMO
  • Povrati investicija u CRM
  • Zašto odabrati Microsoft Dynamics CRM?
    “Ako znate kako da koristite bilo koju od Microsoft korisničkih aplikacija, onda ćete znati kako da koristite Microsoft’s [Dynamics] CRM proizvod.”
    - AMR Research, novembar 2007
    “Kupci vole upotrebljivost Microsoft Dynamics CRMa i njegovu brzu otplatu vrednosti u odnosu na tradicionalne CRM aplikacije.”
    - Forrester Research, februar 2007
  • Zašto odabrati E2 CRM Hosting?
    Nema investicija u skupu opremu i softverske licence
    Nema dodatnih investicija za nove verzije softvera
    Nema potrebe za stalno zaposlenim sistem administratorom
    Nema instalacija i troškova IT podrške
    Brzi start i pomoć u implementaciji
  • Кlijenti pokreću poslovni uspeh
    Efektivno upravljanje životnim ciklusom klijenata– od marketinga preko prodaje do podrške– је od kritičnog značaja za razvoj i profitabilnost svake kompanije.
    “Firme koje ostvaruju Best-in-Class(BIC) učinak su omogućile nekoliko ključnih procesa i mogućnosti uključujući struktuiran pristup poslovnim informacijama (BI) (91%), kreiranje centralnog repozitorija klijenata, kontakata i informacija o poslovnim prilikama(96%) i upotrebu formalnog i dokumentovanog prodajnog procesa (95%).”
    Aberdeen Research
    “Kompanije koje koriste alate za automatizaciju upravljanja potencijalnih kontakata kako bi povezale prodaju i marketing ostvaruju povećanje u indeksu konverzije potencijalnih kontakata u klijente za 50%.”
    Gartner Group
  • HVALA
    vlado@extreme.rs