Demystifying Dynamics 365 - Part 2 - Journey to the cloud session 3

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

Your Journey to the Cloud:
Exploring Dynamics 365

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

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

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

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

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

• 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

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

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

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

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

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

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

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