John Odell covers the Sales, Marketing and Customer Service applications of Dynamics 365 at the m-hance cloud event for customers

1. Your Journey to the Cloud:
Exploring Dynamics 365

2. Dynamics 365 Enterprise
for Sales & Marketing [& More…]
John Odell
CRM & SharePoint Solution Specialist

3. A very brief history…
2003: Microsoft Dynamics CRM v1 Released
m-hance Gold CRM Partner
2007: CRM v4 becomes market leader
2013: Microsoft begin to deliver ‘cloud-first’ strategy
2016: Microsoft re-brand CRM as Dynamics 365 Enterprise
2017: Everyone still calling it Dynamics CRM…

4. What is CRM?

5. Business Strategy
Customer needs at the centre of your business / organisation
…vs. process-centric or ‘silo’d’ approach
Technology
Tools for delivering your CRM Business Strategy
Manage any (& all?) relationships, communications & information
Enable process improvement, automation & standardisation

6. Single Customer View

7. Your customer data…?
Events
Social Media
ERPCustomer
Service
Logistics
Email
Marketing
SharePoint
Sales
Ledger
Projects
Legacy
Complaints
Website
BI

8. LOB
Dynamics 365 CRM
Integration
Single
Customer View
Aggregate
Analyse
Action
ERP
Other
Data
Digital
Marketing
Office
365
Web
Portal
Social
Media

9. Sales

10. • Empower Sales People
• Single Customer View
• Sales Process
• Mobile Working
• Analysis & Insight
• Improve Management
• Reporting & Decision Making
• Oversight
• Efficiency
• Joined-up Business Process

11. Marketing
& GDPR

12. • Have a more effective conversation
with each customer
• Integrated Digital Marketing
• Email & Web-tracking > closed loop
• Automated nurturing
• Integrated Social Media
• Events
• Campaign Management & ROI
• Manage Compliance
Nurture
&
Automate
Single
Customer
View

13. GDPR
• EU legislation effective May 2018
• Strict on consent, retention & security
• Breach notification obligation
• Report to ICO within 72 hours
• Penalties: 2% of revenue or €10M
• TalkTalk breach 2015 = £400K becomes £59M

14. Start Panicking Planning Today
Identify what
personal data you
have and where it
resides
Manage how
personal data is
used and accessed
[+ start gathering
opt-ins]
Establish security
controls to prevent,
detect, and respond to
vulnerabilities & data
breaches
Action data
requests and keep
required
documentation
Analyze data and
systems, stay
compliant and
reduce risk
1 2 3 4 5
Discover Control Protect Report Review

15. And More…
• Customer Service
• Self-Service Web Portal
• Social Engagement
• Project Service
Automation
• Field Service
• Customer Surveys
• Mobile Working
• Outlook integration
• Office 365 integration
• SharePoint integration
• Power BI
• UK data centres
• ISO: 27001; 27017;
ISO27018; ISO22301
• Six-monthly Updates
• Massive investment &
Roadmap

16. Summary
Take a ‘customer-centric’ view of your business
Understand your customer data & its value
Aggregate your data into a Single Customer View
Apply best practice; streamline processes; joined-up thinking
Comply with legal obligations
Drive up profitability

17. Questions?
Or…
Come & have a chat over lunch
Arrange a follow-up via your Account Manager

18. Thank You
John Odell
CRM & SharePoint Solution Specialist
john.odell@m-hance.com
07980 923 330
uk.linkedin.com/in/odelljohn