Microsoft Business Solutions Customer Relationship Management A presentation to MerIT group June 16 th 2004 Peter Clements - CRMbase

Agenda Our event plans to explains the benefits and potential drawbacks of CRM and the features of Microsoft CRM product. An overview of CRM technology Microsoft CRM they key benefits for SMEs the key components automated lead gathering sales force automation automating customer service management reporting

Our event plans to explains the benefits and potential drawbacks of CRM and the features of Microsoft CRM product.

An overview of CRM technology

Microsoft CRM

they key benefits for SMEs

the key components

automated lead gathering

sales force automation

automating customer service

management reporting

CRM – what is it Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. ‘ CRM is a discipline that encompasses ‘identifying, attracting and’. retaining the most valuable customer to sustain profitable growth.

Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way.

‘ CRM is a discipline that encompasses ‘identifying, attracting and’. retaining the most valuable customer to sustain profitable growth.

The customer relationship Target Find Understand Attract Qualify Close Learn from Develop Engage Develop Attract

Target

Find

Understand

Attract

Qualify

Close

Learn from

Develop

What does CRM provide? A single location for holding customer information Structure activities around the customer Provide a better framework for sales processes Provide a better framework for customer service processes A mechanism for better management of marketing activities

A single location for holding customer information

Structure activities around the customer

Provide a better framework for sales processes

Provide a better framework for customer service processes

A mechanism for better management of marketing activities

Key areas of functionality Management reporting Sales Force Automation Marketing Automation Customer Service Customers

Does it work? Insight Technology Group found from research that the most successful CRM implementations achieved: revenue increases of 42% cost of sales decreased by 35% length of sales reduced by 25% margins were improved by 2% customer satisfaction up by 20%

Why does it work? Sales teams are better organised around customers priorities Customer data is more accurate Different functions have common view of customer Leads are better managed Pricing of product and services are managed better

Sales teams are better organised around customers priorities

Customer data is more accurate

Different functions have common view of customer

Leads are better managed

Pricing of product and services are managed better

Economics of customer retention “ Winning back a lost customer can cost up to 50-100 times as much as keeping a current one satisfied.” Rob Yanker, Partner, McKinsey & Company Understanding your customer is key to retention…..

So, what is Microsoft CRM Stack of industry leading technologies Built around a core set of customer data Offering scale, flexibility and integration Accessed through standard interfaces Offering sales force automation, customer service functionality, marketing features and management reporting

Stack of industry leading technologies

Built around a core set of customer data

Offering scale, flexibility and integration

Accessed through standard interfaces

Offering sales force automation, customer service functionality, marketing features and management reporting

An objective view “ Organizations can use Microsoft Customer Relationship Management (Microsoft CRM) to improve the performance of Sales and Customer Service Teams and to simplify the management of those teams. Because of its relatively low costs and its integration with Microsoft Outlook, Microsoft CRM will appeal to most mid-market businesses that hope to deploy an inexpensive, user-friendly solution” – Nucleus Research, Inc

“ Organizations can use Microsoft Customer Relationship Management (Microsoft CRM) to improve the performance of Sales and Customer Service Teams and to simplify the management of those teams. Because of its relatively low costs and its integration with Microsoft Outlook, Microsoft CRM will appeal to most mid-market businesses that hope to deploy an inexpensive, user-friendly solution”

– Nucleus Research, Inc

Microsoft CRM 1.2 packaging Microsoft Business Solutions CRM Microsoft Business Solutions CRM Microsoft Business Solutions CRM Sales Customer Service Suite Standard Professional Microsoft Business Solutions CRM Microsoft Business Solutions CRM Microsoft Business Solutions CRM Customer Service Suite Sales

Pricing Per named user – from £300 Server module – from £1,000 Varies by: Edition – standard or professional Purchase size – 5, 10, 25, 50 … Purchased on-line or through partner

Per named user – from £300

Server module – from £1,000

Varies by:

Edition – standard or professional

Purchase size – 5, 10, 25, 50 …

Purchased on-line or through partner

Microsoft CRM Logical Architecture Meta Data Entity Mapping Layer Database SQL Server 2000 Object Model Workflow Secure SOAP API Shims ATL Server Win2k /Win XP Active Directory Crystal Reports (Enterprise ) ASP.NET & IIS .NET Framework Win2k/XP IE 6.0 client on Win 98, WinME, Win2k or WinXP Outlook 2000 or XP Win2k or WinXP Database MSDE Metabase MSDE SQL Server Replication Presentation Layer (XML/XSL) Business Logic Object Model Meta Data Entity Mapping Layer Workflow Outlook Client Browser Client Metabase SQL Server 2000 Offline Queue Dispatch Layer Meta Data Query Processor Proxy Layer Business logic Presentation Layer (XML/XSL)

Microsoft CRM and .NET Designed for Integration and Enhancement SharePoint Portals 3rd Party Applications Great Plains Navision Axapta Solomon Web Services Business Intelligence Embedded BizTalk Server SQL Server Core CRM Server Sales (includes Marketing) Customer Service Microsoft Outlook Microsoft IE

Key features Intuitive Links well with standard desktop applications Web service Easy to customise Integrates with SQL and Exchange Scales down to one server

Intuitive

Links well with standard desktop applications

Web service

Easy to customise

Integrates with SQL and Exchange

Scales down to one server

Demonstration The Internet Explorer interface – easy to navigate The Outlook Explorer interface – mobile access to customer data SFA features and benefits CS features and benefits Marketing automation and benefits Management reporting

The Internet Explorer interface – easy to navigate

The Outlook Explorer interface – mobile access to customer data

SFA features and benefits

CS features and benefits

Marketing automation and benefits

Management reporting

Internet Explorer client Key modules – one click from home page Related information on side tabs Easy access to activities Company announcements

Sales Force Automation Microsoft CRM Sales Standard Lead management Opportunity management Correspondence / mail merge Account & contact management Notes & attachments Activity & task management Search Direct email Territory Management User & business management Calendar Set of reports Customization tools & utilities Microsoft CRM Sales Professional all standard features plus Lead Routing Workflow Sales process management Product catalog Quotes, orders, invoices Quotas Sales literature Competitor tracking ERM Integration

Microsoft CRM Sales Standard

Lead management

Opportunity management

Correspondence / mail merge

Account & contact management

Notes & attachments

Activity & task management

Search

Direct email

Territory Management

User & business management

Calendar

Set of reports

Customization tools & utilities

Microsoft CRM Sales Professional all standard features plus

Lead Routing

Workflow

Sales process management

Product catalog

Quotes, orders, invoices

Quotas

Sales literature

Competitor tracking

ERM Integration

Sales process Lead generated Qualified into account or contact Opportunity identified Qualified through quote Order placed Invoice record placed

Lead generated

Qualified into account or contact

Opportunity identified

Qualified through quote

Order placed

Invoice record placed

Customer Services automation Microsoft CRM Customer Service Standard Case management Service request Knowledgebase management Direct Email Search Queuing Account & contact management Activity & task management Calendar Notes & Attachments User & Business management Set of reports Customization tools & utilities Microsoft CRM Customer Service Professional Workflow Email management Product catalog Routing Contract management PLUS ALL STANDARD FEATURES

Microsoft CRM Customer Service Standard

Case management

Service request

Knowledgebase management

Direct Email

Search

Queuing

Account & contact management

Activity & task management

Calendar

Notes & Attachments

User & Business management

Set of reports

Customization tools & utilities

Microsoft CRM Customer Service Professional

Workflow

Email management

Product catalog

Routing

Contract management

PLUS ALL STANDARD FEATURES

The challenges Focussing on objectives Managing the change Implementing a customer centric strategy Integrating other customer functions Migrating existing data Re-training customer facing staff

Focussing on objectives

Managing the change

Implementing a customer centric strategy

Integrating other customer functions

Migrating existing data

Re-training customer facing staff

About us CRMbase is an independent technology consulting company with a high level of knowledge and skills in Microsoft CRM technology. We can help you evaluate, pilot and implement Microsoft CRM. We are cost effective and focus on meeting your objectives. www.crmbase.co.uk [email_address] 01457 874864 or 0778 783 7593

CRMbase is an independent technology consulting company with a high level of knowledge and skills in Microsoft CRM technology. We can help you evaluate, pilot and implement Microsoft CRM. We are cost effective and focus on meeting your objectives.

www.crmbase.co.uk

[email_address]

01457 874864 or 0778 783 7593