Top 5 + 1 Reasons Why Companies Use Microsoft Dynamics CRM

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Take a tour with the Managing Director of the 2012 Microsoft CRM Partner of the Year in Australia to discover the power of Microsoft Dynamics CRM. Find out how to navigate in Dynamics CRM 2011, how to improve your sales productivity by focusing on opportunities with the highest revenue or by closing deals faster, learn how to repeat Marketing campaigns with the highest ROI or how to impress your customers with fast and efficient service.

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  • Business in 1960’s…Time to relaxCocktails in the afternoonA mini bar in your officeDinner parties every nightNo internet or FacebookThe most complex piece of technology you had to use was a typewriter
  • Overview: Manage all your emails, meetings, contacts, and customer information in one place with the native Microsoft Outlook client.Detail:For nearly 500 million information workers, Microsoft Office Outlook is the primary productivity tool that they use on a daily basis. And by integrating Customer Relationship Management capabilities directly into Microsoft Office Outlook, Microsoft Dynamics CRM minimizes busy work and puts the right information in your sales, service and marketing professionals’ hands. And while Microsoft Dynamics CRM 4.0 provided a rich Outlook experience, 2011 provides a true native Outlook experience by taking advantage of the new capabilities in Outlook 2010. And with 2011, Outlook is no longer a plug-in, it is a true native Outlook experience. CRM is Outlook.A great example of that is preview pane capability that allows users to see a preview of not just emails but also a preview of CRM records. This feature saves users from having to open each individual record to see the contents . Another examples is the ability to set-up Outlook reminders/follow-ups on CRM records. Once again a great tool for users to improve their productivity from a tool they most likely use every day. Another key enhancement of the Next-Gen Outlook Client is the advanced personalization capabilities . Users can instantly personalize the interface by selecting what fields they want to show in what order right within the product. In essence they can create personal views. And you can see an example of that in the above screen shot that shows a “My Pipeline” and “Won Opportunities” view. A great example of making information more relevant and personal.
  • Overview: Use personal views, record pinning, and most recently used lists to tailor the navigation to your users’ needs and make sure they have the information they need.Detail: At the end of the day, time is money. And in today’s ultra-competitive environment, staff need quick and accurate access to information. Unfortunately in many organizations, staff spend too much time looking for information, for records, for data. And with the Enhanced Navigation capabilities in 2011, Microsoft Dynamic CRM specifically addresses that issue. This is why these capabilities are critical to increasing the productivity of your people. For example, a sales rep. may remember the name of a customer but can’t remember if it was an lead, account or opportunity record. With the most recently used list, the sales rep. doesn’t have to search for it since he/she can instantly see that record and open it with just a click. Or a call center agent may have a knowledge base article he/she uses for a frequently reported problem. If that agent pins the KB article using the Record Pinning capability, he/she 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 user clicks, windows, and ultimately time. Another time saver is the real-time record filtering capability that allows user to change the order, size and display of fields on the fly. Very similar to what users can do in Excel. By allowing your people to personalize their data they can more quickly get the information they need, save time looking for information and be more productive.
  • Overview: Foster greater collaboration and improve work state management with comprehensive queues.Detail: In today’s environment, organizations are judged on operational efficiency. A key element of operational efficiency is work state management—in essence, making sure work streams are efficient and streamlined. First-in, first-out (FIFO), or queue management is a mainstay of any process-centric organization. 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 team of telemarketers might receive leads from the web via a queue, and high potential leads might be placed in a “qualified leads” queue that are routed directly to individual sales professionals. Or a customer service department could create a streamlined escalation queue for VIP customers to ensure their problems are resolved rapidly.Using this Microsoft Dynamics CRM 2011 capability organizations can manage, document and optimize their work streams.
  • Overview: Automate tasks, ensure consistent follow-up, and enable greater synergy across the organization with guided processes.Detail: To drive operational efficiency and excellence, organizations need predictable, consistent and repeatable process. Microsoft Dynamics CRM 2011 provides organizations with the ability to easily create and re-use guided processes with a feature called Dialogs. Dialogs allows organizations to easily create “screens” that enable the user to prompt the prospect/customer for specific information. While some may view this feature as call scripting, it can do that and much more. For example, dialogs can prompt a user for required data that is frequently overlooked. Or a dialog can query data in Microsoft Dynamics CRM and then use that data as part of the question and answer process. Or the dialog can automatically update data in Microsoft Dynamics CRM based on data provided by the customer. Additionally, hyperlinks, tips and queues can be embedded in dialogs. Additionally, Dialogs support both dynamic and static response types as well as the ability to define variables which in turn provides organizations with a great deal of flexibility.A typical usage example would be in customer service. A Customer Service organization could use guided dialogs to automate the problem resolution process and actually guide the question and answer exchange. Agents could use dialogs to funnel commonly asked questions or issues into a common resolution or answer. Sales and marketing organizations could also use it to create a structured lead qualification process. It is also worth calling out that the Dialog feature is based on version 4.0 of the Windows Workflow Engine that is part of Microsoft’s .NET Framework, meaning that your custom processes integrate and work well with Microsoft’s application development frameworks and tools.
  • Overview: Better identify and leverage business connections with the Connections feature.Details: Businesses today need to maximize the value of their relationships. But today’s complicated business world is no longer just about customer relationships and traditional roles it is about managing a wide variety of relationships and roles that are relevant to the business. With the Connections feature, organizations can quickly and easily track any business relationship. Organizations can connect any entity not just leads, contacts and accounts. With this feature, organizations can easily define and set-up any relationship they want to track, assign attributes to it, and then associate individuals to that relationship. For example, a sales person, in addition to working directly with key decision makers, might need to interact with the IT department, operations staff, in-house legal staff, procurement specialists as well as others. By tracking and leveraging all relationships Connections allows organizations to take relationship management to the next level.
  • Overview: Instantly set up and automatically track key business goals such as lead conversion, sales quotas, first call resolution rates and many morewith the goal management feature in Microsoft Dynamics CRM 2011.Detail: Organizations are judged on their ability to achieve their goals. With the new and comprehensive goal management feature in Microsoft Dynamics CRM 2011, organizations can easily define, set-up, track, and visualize attainment of business goals. The new goal management feature provides a lot of flexibility in goal creation. Organization can set up fiscal or custom time period goals, they can create amount, count or stretch goals. Additionally, the goals provided hierarchal capabilities that allow organizations to create individual, team or roll-up goals. Certainly something that is very important for most sales organizations who need to track both individual as well as territory and organizational sales goals. Let’s look a couple of usage examples. With this feature, a call center can track first call resolution rates, average call time, average resolution time, and other key operational metrics. Or a sales organization can use the goal management capability to track sales quota and attainment of those sales quotas. And since this feature streamlines the whole goal management process, organizations can keep their pulse on key metrics and take proactive measures when needed. Organizations that spend less time setting up and managing goals and can then spend more time on activities that help them meet and exceed those goals.
  • Overview: Better server your customers with flexible activities and appointments. Detail: In previous versions of Microsoft Dynamics CRM, users were limited to a pre-defined list of values for activities. That meant if a organization wanted to track activities that weren’t part of the pre-defined list, significant customization was required. With Microsoft Dynamics CRM 2011, those limitations have been removed and now users can create any custom activity and track all related aspects of that custom activity. This means users can add new tasks, assign resources, create resource groups, execute workflows, and in general track any activity from beginning to close without any customization or complex custom coding. An example of a custom activity could be “Onsite Repair” for field service organizations that frequently send service staff to customer sites for mechanical or machines repairs. Users also can now leverage the new bulk actions support and complete, cancel or change “Set Regarding” in activities in masse rather than having to open up each activity manually. A huge time saver for organizations that handle a large volume of activities. Lastly, another huge improvement in Microsoft Dynamics CRM 2011 is the support for recurring appointments which was a big request from both customers and partners. And something that is critical for service organizations that provide scheduled services.
  • Prospects scoring – based on pages visited, clicks on links, posted formsYou can set up a different score for a different page on your website
  • Prospects scoring – based on pages visited, clicks on links, posted formsYou can set up a different score for a different page on your website
  • Full Social Networking Integration with Twitter, Facebook and LinkedIn facilitates “Social Monitoring” and Lead GenerationActivity Feeds allows you to keep on top of those big issues
  • Overview: With role based forms and views, Microsoft Dynamics CRM provides an customizable interface that can be tailored to support the job functions of many different roles.Detail: One of the most effective ways to improve the fit of business applications is to ensure that the software is tailored and optimized for specific roles. With Microsoft Dynamics CRM 2011, organizations can create forms specific to each individual role that tailor the presentation of the information that is displayed on that form. And with Microsoft Dynamics CRM 2011, creating role-based forms is easy and straightforward using the drag and drop customization capabilities of the software. For example, a customer service agent, a customer service manager, and VP of Customer Service all need different levels of detail regarding cases, customers and contacts. Role based forms are also very useful from an industry perspective since organizations can create industry-focused forms that present industry focused data. With role-tailored forms and views, organizations can help their people quickly connect with the most important information for them.
  • Overview: Track key performance indicators (KPIs) and make more informed decisions with real-time dashboards.Detail: Dashboards are another key element of successful business management, and a critical tool for organizations to stay up-to-date on key performance metrics.In Microsoft Dynamics CRM 2011, we are introducing a powerful range of real-time and flexible dashboard capabilities. Microsoft Dynamics CRM 2011 includes pre-built dashboards that sales, service, and marketing organizations can use out of the box. In addition, organizations can also early create new real-time dashboards via point-and-click configuration that meet their custom requirements. For a sales organization, a real-time dashboard could show the sales pipeline, top customers, quota attainment and revenue. For a customer service organization, a real-time dashboard could show call-times, customer satisfaction levels and top customer service issues. Another great thing about the new dashboard capability in 2011 is that they are completely customizable. For example, organizations can even bring in data from outside sources like stock prices, mapping information, financial data or other external data sources. And different from some other CRM solutions (i.e. Salesforce.com) in the market, Microsoft Dynamics CRM dashboards are real-time, which helps organizations to have the most up-to-date information.
  • Overview: With role based forms and views, Microsoft Dynamics CRM provides an customizable interface that can be tailored to support the job functions of many different roles.Detail: One of the most effective ways to improve the fit of business applications is to ensure that the software is tailored and optimized for specific roles. With Microsoft Dynamics CRM 2011, organizations can create forms specific to each individual role that tailor the presentation of the information that is displayed on that form. And with Microsoft Dynamics CRM 2011, creating role-based forms is easy and straightforward using the drag and drop customization capabilities of the software. For example, a customer service agent, a customer service manager, and VP of Customer Service all need different levels of detail regarding cases, customers and contacts. Role based forms are also very useful from an industry perspective since organizations can create industry-focused forms that present industry focused data. With role-tailored forms and views, organizations can help their people quickly connect with the most important information for them.
  • Top 5 + 1 Reasons Why Companies Use Microsoft Dynamics CRM

    1. 1. Top 5 + 1 Reasons Why Companies Use Microsoft Dynamics CRMDavid GoadManaging Director, eSavvywww.eSavvy.com.au
    2. 2. Agenda• INTRODUCTIONS• THE CHALLENGE• BACKGROUND ON DYNAMICS CRM• TOP 5 REASONS WHY COMPANIES USE DYNAMICS CRM• ABOUT ESAVVY• QUESTIONS
    3. 3. Introductions David Goad Managing Director in eSavvy
    4. 4. The Challenge – The Business Environment has changed Business in the 1960’s… – Time to relax – Cocktails in the afternoon – A mini bar in your office – Dinner parties every night – No internet or Facebook – The most complex piece of technology you had to use was a typewriter
    5. 5. The Challenge – The Business Environment has changed Business in 2012… – Shrinking budgets – Increasing targets – Increasingly sophisticated target audiences who use a multitude of technologies to take a decision – Internet and Social Networking – Complex multi-modal buying behaviour – Bring Your Own (BYO) Mobile Device means data on the go in any form factor …..Finding and Retaining Customers is more important and more complex than ever. Hence why having a good CRM system has become more important.
    6. 6. WHAT ISMICROSOFT DYNAMICS CRM?
    7. 7. Microsoft Dynamics CRM is ...  A Full Suite relationship management solution in it’s 5th release  Over 2,500,000 users in more than 80 countries with 40+ languages  Over 40,000 customers from small to enterprise  Over 1,200 partners delivering CRM Solutions  Deployments as large as 40,000 users in Australia  Certified scalable to 150,000 concurrent users
    8. 8. Microsoft Dynamics CRM is a LEADER ... • According to the Analysts Microsoft Dynamics CRM is a Leader in…. – Sales Force Automation – Contact Centre – Customer Service Source: “Magic Quadrant for CRM Customer Service Contact Centers,” Gartner., April 2010.
    9. 9. Microsoft Dynamics CRM provides “ThePower of Choice”…
    10. 10. MAIN REASONS WHY COMPANIES USE MICROSOFT DYNAMICS CRM?
    11. 11. Reason # 1CUSTOMER RELATIONSHIP TOOL THAT WORKS COMPLETELY FROM WITHIN OUTLOOK
    12. 12. Next-Generation Outlook Client • The Dynamics CRM Outlook Client was written by the Outlook Development Team. So you wont get a Better integration • One Click Integration of … – Emails – Activities and Tasks – Meetings
    13. 13. With Enhanced Navigation and User Interface That puts information at your figure tips… – Personal views – Record pinning – Most-Recently Used lists – Real-time record filtering – User configurable layout
    14. 14. Customer Relationship Tool that works completelyfrom within Outlook • Easy end user adoption as the product has an “Office” look and feel and extensive “help” functionality. • Users can configure the system to their needs allowing them to only see the information they want to see • Easy to use Dashboards, In-line Analytics and Reporting • Ease of access (Online vs. On-premise; Mobile vs. Outlook vs. Laptop client) • Easy to configure CRM to your specific needs. Easy to change your system as you change your business processes
    15. 15. Reason # 2 MICROSOFT DYNAMCS CRMIMPROVES CUSTOMER SERVICE
    16. 16. Understand your Customers (360 Degree View) • Everything about your customer in one screen… – All internal data such as Contacts, Orders, Invoices, Acti vities, Documents, Relationship , Notes, Comments – External data such as Social Networking Feeds, Industry Buzz, Location Maps
    17. 17. Enhance Your Process Mgmt. through Workflows andQueues • Queues against any entity • User and team queues • Check-in/Check-out • Queue routing
    18. 18. Improve your Call Processes through Guided Dialogs • Improved Customer Services Processes… • Guided flow and prompts • Embeddable tips, queues and hyperlinks • Dynamic and static response support • Inline queries of CRM data
    19. 19. Dynamics CRM Improving Customer Service Through• Providing a 360 Degree View of the Customer/ Contact• Ability to manage high volumes of Complaints and Cases easily• Improved throughput and efficiency through Queue Management• Process Automation through Workflows and Dialogs• Full Integration with free Customer Portal
    20. 20. Customer Service Success with Dynamics CRM Customer Loyalty Agent Productivity Service Excellence Knowledge Management• Improved customer satisfaction • Improved agent productivity • Improved bottom line by 20% • Access to contextual Info• Reduced customer churn • Increased 1st contact resolution • Improved 1st issue resolution • Streamlined KM activities• Identified new opportunities • Reduced call handling times • Consolidated data / applications • Pre-populated response template Analytics Process Automation Contract Management Case Management• Actionable insights • 10x > single product sales • Ability to track compliance • Multi-tier case management• Real-time customer data reports • replaced manual processes • Optimized contract fulfillment • Dealer self-service for cases• Improved KPI monitoring • Increased service productivity • Accurate pricing and terms • Improved service to dealers “With Microsoft Dynamics CRM, we’ll be able to keep up with 20 percent annual increases in customer inquiry volume without having to increase staff on our Customer Care team.” - Davonne Minshew, Customer Care Manager at Hard Rock International
    21. 21. Reason # 3 MICROSOFT DYNAMICS CRMHELPS BOOST SALES CONVERSION RATES
    22. 22. Full Sales and Pipeline Management Sales and Pipeline Management within Dynamics CRM allows you to… • Improve Forecasting • Understand Win/ Loss Ratios and their causes • Configure Structured Sales Processes
    23. 23. Mapping Complex Relationships through Connections Connections within Dynamics CRM allows you to… • Map Complex Relationships • Connect any entity • Definable roles • Easy association of roles to individuals • Time based queries
    24. 24. Managing Sales and Customer Service TeamPerformance through Goals Understand how your business is doing real time… • Fiscal or custom time period • User and team goals • Amount, count or stretch based goals • Hierarchical with roll-up
    25. 25. With Full Sales Activity Management and FlexibleActivities Manage your sales teams activity with … • Custom activities support • Bulk actions (complete, cancel, Set Regarding) • Event driven activities (i.e. case resolution) • Re-occurring appointments
    26. 26. Dynamics CRM Boosts Sales Performance by…• Full Sales and Pipeline Management Processes• Mapping and Managing Complex Customer Relationships• Goal Management to help manage performance• Full Sales Activity Management
    27. 27. Examples of Improved Sales Productivity… Real-time Analytics Lead Management Opportunity Management Account Management• 360-degree customer view • Real-time dashboards • Time to create opportunity 30m→1m • Holistic customer view across org.• Sales agreements & contracts • Telephony integration • Cross-sell opportunities up by 210% • Avg. contribution rate up by 43%• Integrated with SAP R/3 • Saves $13K / month from SFDC • “Friendly fire” incidents down by 90% • Avg. problem resolution time 75% Sales Collaboration Pipeline Management Order Management Performance Management • Streamlined communications • Automated key processes • Streamlined purchase orders • Customer management • Centralized parts & pricing • Pipeline reports 2 days > 2 min • Real-time ERP Integration • Complex sales processes • 20% increase in productivity • Reduced sales costs by 20-30% • Reduced delivery time 85% • Integrated to retail systems “The notion that a lead is worked in the system until it becomes a viable contact, account, and/or opportunity, is a good way to drive positive results.” - Thomas Doerr, Project Delivery Director, CH2MHill
    28. 28. Reason # 4 MICROSOFT DYNAMICS CRMIMPROVES MARKETING ROI AND HELPS GENERATE NEW PROSPECTS
    29. 29. Email Marketing at its best An Email Tool that allows your Marketing Team to quickly and easily create professional looking marketing emails themselves. Target your communications to your prospects and customers with emails that have Dynamic Content.
    30. 30. Surveys with skip logic to Capture Market Intelligence Gain Market Intelligence … • Understand the demand for your offerings • Use skip logic to ask relevant questions and can complete survey’s faster.
    31. 31. Connect with Web VisitorsAnonymous Visitors Identified Organizations Identified Visitors Qualified Visitors
    32. 32. Automated Lead Nurturing and Scoring • Track interactions with each of your contacts • Automatically Qualify and Contact them when the need to be contacted • When you contact them have more meaningful interactions
    33. 33. And full Social CRM Capabilities Full Social Networking Integration with Twitter, Facebook and LinkedIn facilitates “Social Monitoring” and Lead Generation Activity Feeds allows you to keep on top of those big issues and manage business complexity
    34. 34. It Improves Marketing Performance and GeneratesNew Customers through• Dynamics Marketing Lists for targeted marketing• Full Closed Loop Marketing with ROI Measurement• Full Email Marketing with Inbox Preview and Dynamic Content• Lead Nurture and Lead Scoring• Web site Integration and Analytics• Automated, Contextual Emails and Texts• Easy to create Landing Pages, Forms and Questionnaires
    35. 35. Examples of Marketing Effectiveness Real-time Analytics Marketing Planning Needs Analysis Segmentation• Real-time reports and analytics • Centralized marketing planning • Needs analysis profile • Integration to retail systems• Empowered marketing staff • Local marketing execution • Pinpoint segmentation • In-depth analysis/segmentation• Streamlined marketing ops. • Proactive decision making • Tailored cross-sell campaigns • Most profitable/costly segments Lead Management Campaign Management Process Automation Performance Management• Holistic lead management process • Pinpoint campaigns and offers • Integration to ext/internal systems • Streamlined “Birthday Program”• Reduced qualification time by 87% • 1,000 new customers in 1 campaign • Intelligent lead distribution • Increased membership 7-fold• Increased lead quality by 75% • 93% season ticket holder renewal • Streamlined sales matches by 25% • Reduced lead costs 80₵ to pennies “ Microsoft Dynamics CRM provides us the ability to better serve our customers by delivering relevant communications and the innovative products they desire.” - Heather Dorr, Senior Marketing of Marketing Information Systems, Cold Stone Creamery
    36. 36. Reason # 5 MICROSOFT DYNAMICS CRMMAKES CUSTOMIZATION AND REPORTING EASY
    37. 37. With Role Tailored Forms • Role-based forms • Multiple forms per entity • Drag n’ Drop creation • Web and Mobile support
    38. 38. Real-Time Dashboards and Inline Visualizations • Real-time data • Personal or system dashboards • Point-and-click creation • External data integration • Contextual analytics • Drill-down capability
    39. 39. And Easy to Configure Charts and Graphs• Create your own charts through easy to use wizards• Share them with other people
    40. 40. Advanced Customization and Configuration withReporting at Your Finger Tips…• Dynamics CRM facilitates a Dynamic Business• Fields, Forms, Entities, Menus, Attributes and Dashboards are all configuration activities that a reasonably skilled business analyst can undertake…• …as are Workflows, Dialogs and Queues.• Many reporting requirements can be handle through Advanced Find, Views and the Reporting Wizard• User Configurable Dashboards and Views put information at your figure tips• Advanced Find makes it easy to pull the data you need and do “what if’ analysis• Full integration with Office (Excel) through Dynamic Pivot Tables and an Easy to User Reporting Wizard make it so the End User can do most of the reporting themselves• Through SQL Reporting Services CRM support full Analytical Reporting and OLAP
    41. 41. Bonus Reason MICROSOFT DYNAMICS CRMIS YOUR LOWEST TOTAL COST SOLUTION
    42. 42. Lowest Total Cost of Ownership$140.00 $129 With Dynamics CRM… $125$120.00$100.00 • Customer Portal is included $80.00 • Integration with Office, Outlook and SharePoint $60.00 is native $44.40 $40.00 $20.00 $0.00 Dynamics CRM Comp #1 Comp #2
    43. 43. WHO IS eSavvy?www.eSavvy.com.au
    44. 44. GOLD Certified Specialist inMicrosoft Dynamics CRM
    45. 45. Recognised for our expertise
    46. 46. Experienced in more than 150 plus Deployments
    47. 47. Leaders in CRMdeployment methodology
    48. 48. 100% of our customerssurveyed would refer us.
    49. 49. Microsoft Dynamics CRM In Summary• Easy to use with the Native Outlook/ Office interface• Flexible (easy to configure to your needs)• Lower Cost that most of the other solutions out in the market
    50. 50. More Webinarshttp://www.esavvy.com.au/esavvydnn/Events.aspx
    51. 51. Or Contact Us to Schedule a Personalized Demo02 8999 1960 1300 799 723
    52. 52. THANK YOU FOR ATTENDING! DAVID GOAD Managing Director, eSavvy dgoad@esavvy.com.auwww.eSavvy.com.au

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