Microsoft Crm Analytics

Nic Smith BI Solutions Marketing Microsoft Corporation

Executives Managers End-users USERS OBJECTIVES Tactical Strategic Business Scorecard Operational Analysis Embedded Guidance Analytic Needs Differ by Role and Objective

When Do I Need Analytics? Key Indicators

I spend too much time compiling, importing, and analyzing data

My team has to call the IT department for every database and reporting issue

I have to drill deeper into the data to gain sufficient insight

Customers don’t care about our internal processes and inefficiencies

We need granular, real-time data to make better decisions faster

I don’t have the tools and information that I need to effectively analyze sales data

We end up with disparate systems and ineffective communication channels

We’re not leveraging our investments and capabilities

Develop accurate forecasts

Achieve revenue goals

Increase close rates

Increase customer satisfaction (CSAT)

Reduce customer service costs

Drive revenue through service channels

Drive campaign ROI

Increase response rates

Improve marketing agility

Helps each organization to achieve their objectives MARKETING SALES SERVICE

Monitor Marketing Performance

Analyze Pipeline Performance

Drive Conversion Rates

Push Intelligence to Point of Interaction

Full spectrum of business intelligence capabilities ranging including Excel, performance dashboards, ad hoc reporting, OLAP, predictive modeling, and data mining.

Monitor Sales Performance

Analyze Process Performance

Predict Customer Behavior

Push Intelligence to Field

Monitor Service Performance

Analyze Process Performance

Predict Customer Behavior

Push Intelligence to Point of Interaction

More Agility More Customer Loyalty Empower employees with customer metrics that guide employees to make decisions that will help build customer trust . More Revenue Prioritize marketing and sales initiatives in those that show the greatest return on investment. More Productivity Strategically align all customer-facing operations and empower employees from the top down to quickly adjust to changing environments . Eliminate learning curve issues while realizing fast adoption rates by delivering familiar applications that work the way your employees work.

“ ” The true value of Microsoft Dynamics is about how successful the tool can make employees in their jobs.” Greg Lush, Chief Information Officer, The Linc Group Microsoft Dynamics enables multinational service provider to optimize customer relationship management, and increase sales.

CRM solution with powerful out of the box BI capabilities that integrate with familiar tools such as Excel and Outlook.

The Magic Quadrant is copyrighted February, 2008 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner, Inc. “Gartner Magic Quadrant for Business Intelligence Platforms, 2008,” James Richardson et al., Feb. 1, 2008

Mainframe/ Departmental Systems END USER TOOLS AND PERFORMANCE MANAGEMENT APPLICATIONS BI PLATFORM (RDBMS, ETL, OLAP, Reporting) DELIVERY

What happened? Reporting, Consolidation What is happening? Scorecards and Dashboards Why did it happen? Analytics What will happen? Forecasting What do I want to happen? Planning, Budgeting

Microsoft Business Intelligence Vision and strategy