1. Improving Sales and Marketing
Productivity with MS Dynamics
CRM
Customer Capital Consulting Pte Ltd
Slide 1

2. WHAT IS CRM
CRM is a business
strategy designed to
optimise
profitability,
revenue
and
customer satisfaction
- Gartner

3. TYPICAL BUSINESS CHALLENGES IN MARKETING
• Difficulty in demonstrating marketing ROI
• Lack of real-time insight into campaigns
• Poor data quality in marketing databases
• Difficulty in leveraging external data sources
• Inefficient processes

4. PLANNING AND BUDGETING
Comprehensive capabilities for designing, Planning and Budgeting Components
• Campaign definition • Target list
defining and re-using of marketing • Campaign templates • Campaign budget management
campaigns and programs • Product catalogs • Workflow based approvals
CRM Advantage
• Campaign templates for
easy re-use
• Intuitive tracking of
estimated vs. actual
costs for easy ROI
analysis
• Product catalogs and
price lists allow for offer
customization

5. DATA AND LIST MANAGEMENT
Seamless management of customer data Data and List Management Components
• Data import/export • Data views
and lists and the intuitive segmentation • Data cleansing • List management
of that data • Query tools • Activity association
CRM Advantage
• Data cleansing tools
geared for the
business user
• Easy manipulation of
lists and views for better
segmentation
• Workflow for triggers on
external data sources

6. CAMPAIGN MANAGEMENT
Easy execution of campaigns and seamless Campaign Management Components
• Quick Campaign Wizard • Collateral management
tracking of all related communications, and • Bulk operation support • Email templates
tasks for increased follow-up and results • Offer management • Outlook integration
CRM Advantage
• Closed-loop campaign
management
• Seamless tracking of
communications between Outlook
and Microsoft Dynamics CRM
• New campaigns just a “Next”
button away

7. RESPONSE AND LEAD MANAGEMENT
End-to-end management of responses via Response & Lead Management Components
• Response tracking • Email tracking
guided wizards and automated conversion • Multi channel comms support • Response conversion
and follow-up of those responses • Workflow (i.e. response scoring) • Lead management
CRM Advantage
• Response conversion one click away
• Seamless connection to lead
management enables appropriate
follow-up
• Powerful rules for response and
lead scoring

8. MARKETING ANALYTICS
Full spectrum of sales analysis capabilities Marketing Analytics Components
• Dashboards • Trending and historical
ranging from basic reporting to OLAP/data • Report Wizard comparisons
mining and dashboards • Standard and Custom reports • Drill-through capabilities
CRM Advantage
• Custom reports just
“Next” button away
• Easy report sharing
and editing
• Collaboration with
SharePoint for audience
specific portals

9. CORE COMPONENTS OF MARKETING
include:
• Data Import and Cleansing
• List Management and Segmentation  Operational
• Campaign Planning and Execution
• Campaign Response Management
 Analytical
• Workflow across Teams and Groups
• Tight Microsoft Office Integration
 Collaborative
• Marketing Reporting and Analytics
Commonly integrated components include:
• Email sending and response handling
• Complex marketing resource management modules
9

10. MARKETING SCENARIOS
Intelligent End-to-End Fully Targeted
Holistic Lead
Data Campaign Integrated Cross-Selling
Management
Management Management Marketing and Up-Selling
Tools that Seamless 360° campaign Strong Insightful
empower tracking and management multi-lingual analysis for
marketing conversion of with easy capabilities, identification
users to leads across campaign seamless MS of key trends
manage and all parts creation, Office and discovery
cleanse data of the seamless integration and of hidden
across the organization communication robust opportunities
organization management workflow

11. KEY BENEFITS FOR MARKETING
• Clearly define the optimal marketing mix and pricing
VP of
• Drive new lead and revenue opportunities
Marketing
• Deftly articulate the ROI of marketing programs
• Rapidly launch new products and offers
Marketing
• Efficiently plan and manage budgets of campaigns
Manager
• Enforce consistent branding and messaging
• Achieve real-time visibility into campaign success
Marketing
• Effectively mange vendor and partner relationships
Staff
• Seamlessly track customer comms. and interactions

12. KEY BENEFITS FOR IT
Chief • Achieve rapid time to value
Information • Realize low total cost of ownership (TCO)
Officer • Leverage consistent IT architecture & standards
• Adapt to the company as it evolves and changes
IT Project
• Easily integrate existing applications and data
Team
• Extend the power of the Microsoft Dynamics CRM
• Adapt to the ever-changing business requirements
Business
• Track key KPIs and cross-team workflows
Analyst
• Improve relevancy via point & click customization

13. TYPICAL BUSINESS CHALLENGES IN SALES
• Poor adoption by sales staff
• Lack of consistent execution in sales process
• Poor productivity (limited time for actual selling)
• Unreliable prospect/customer information
• Limited collaboration with other groups

14. CUSTOMER, CONTACTS AND LEADS
MANAGEMENT
From capture to tracking to evaluation to Lead Management • Qualification and
capture and import Scoring
qualification to conversion and automatic • Monitoring of leads • Routing and
distribution. • Prospecting Assignment
• Conversion
CRM Advantage
• Automatic association of
incoming emails to leads
• Effortless conversion of
leads/responses to
opportunities
• Seamlessly integrated
with marketing
capabilities

16. OPPORTUNITY AND QUOTE MANAGEMENT
End-to-end management of opportunities with Lead Management Components
• Deal tracking • Products and pricing
seamless integration to MS Office and strong • Competitive intelligence • Workflow and rules
workflow helps sales reps. close the deal • Task management • Quote to Order
CRM Advantage
• Seamless tracking of all
associated
communications
• Robust workflow for
repeatable best
practices
• Comprehensive
Quote/Invoice/Order
functionality

18. TERRITORY MANAGEMENT AND PLANNING
Complete set of features/tools for sales Lead Management Components
• Territory definition • Quota capabilities
planning, territory management and • Territory association • Task assignment and routing
resource allocation • Groups and permissions • Resource Manager
CRM Advantage
• Resource Center ideal
for sharing best
practices
• Robust role and group-
based permission
management
• Strong global
capabilities for team
selling

20. SALES ANALYTICS
Full spectrum of sales analysis capabilities Lead Management Components
• Forecast and pipeline reports Trending and historical
•
ranging from basic reporting to data • Other sales reports analysis
mining and dashboards • Report Wizard • data mining
CRM Advantage
• Broad capabilities like
dashboards
• New reports just “Next”
button away
• Easy report sharing and
editing

22. IMPROVED SALES PRODUCTIVITY
Consistent Effortless
Maximizing
360° View of Repeatable Online/ Forecast and
Customer
the Customer Sales Process Offline Pipeline
Value
Experience Analysis
Enables rapid Drives greater Increases Delivers Enables
and relevant efficiencies, consistency, better effective
response and lower cost of productivity forecast proactive
tailored sales sale and and provides information cross-selling
activities better team more time to and financial and up-selling
selling sell planning

23. KEY BENEFITS FOR SALES
• Reach customer satisfaction goals
VP of
• Drive new revenue opportunities
Sales
• Achieve true business insight and visibility
• Manage key sales KPIs
• Increase sales staff empowerment and morale
Sales
• Enforce a consistent sales process
Manager
• Improve personal productivity
Sales
• Achieve holistic view of customer needs
Rep
• Seamlessly track customer comms. and interactions

24. KEY BENEFITS FOR IT
Chief • Achieve rapid time to value
Information • Realize low total cost of ownership (TCO)
Officer • Leverage consistent IT architecture & standards
• Adapt to the company as it evolves and changes
IT Team
• Easily integrate existing applications and data
Lead
• Extend the power of the Microsoft Dynamics CRM
• Adapt to the ever-changing business requirements
Business
• Track key KPIs and cross-team workflows
Analyst
• Improve relevancy via point & click customization

25. CORE COMPONENTS OF SALES
include:
• Lead and Opportunity Management
• Account and Contact Management
• Territory Management  Operational
• Products, Pricing and Quotes
• Forecasting and Sales Analytics
 Analytical
Key Benefit Areas
• Workflow across Teams and Groups
• Tight Microsoft Office Integration  Collaborative
• Offline and Mobile Device Access
Commonly integrated components include:
• Sales Methodology Solutions
• Product Configurators
25

26. LONG TERM CRM SUCCESS
“To get better CRM projects, the
company must view CRM as more than
just an IT project or a business project.
Instead, business users and IT users
must work together to implement a
strategy.“
Gartner Group September 2007

27. Amplifying Productivity with the Cloud
NEW REDUCED INCREASED
ECONOMICS MANAGEMENT PRODUCTIVITY
Pay for what you use No patching, maintenance Latest software for users
Lower and predictable costs Faster deployment Internet collaboration
Shift from capex and opex Robust multi-layered security Anywhere access
Accelerate speed to value Reliability and fault-tolerance Instant self-provisioning
“SaaS growth will significantly outpace traditional software product delivery.”
– IDC, Robert P. Mahowald, Worldwide Software as a Service 2010-2014 Forecast: Software Will
Never Be the Same,” June, 2010.
“SaaS continues to grow in importance. As recently as 2009, in markets like
CRM, SaaS accounted for 20% of enterprise application spend.”
– Gartner, Inc., Public Cloud Infrastructure Helps SaaS Vendor Economics,” June 4, 2010.

28. MICROSOFT DYNAMICS CRM AT A GLANCE
• More than 1,000,000 users
• Native Office experience
in over 80 countries
for rapid adoption
• Over 20,000 customers • Multi-language with more than
from small businesses to large 40 languages
enterprises
• Advanced SOA / Web services
• Global network of software & architecture
services partners
• Powerful platform for rapid
• Full CRM suite of marketing, application development (xRM)
sales, & service
Fast. Flexible. Affordable.

29. MICROSOFT CRM IS A GLOBAL CRM SOLUTION LEADER AND IS WIDELY
ADOPTED (MID SIZED COMPANIES)

30. MICROSOFT CRM IS A GLOBAL CRM SOLUTION LEADER AND IS WIDELY
ADOPTED (LARGE ORGANISATIONS)

31. HOW CAN YOU START USING MICROSOFT CRM
ONLINE
1. Decide the scope of CRM (sales, marketing, and /or service
etc) relevant for your organisation
2. Engage Microsoft CRM partner to set up and configure
CRM online for your organisation and users
3. CRM online is ready to use (in as short as 2 weeks)