The document summarizes Microsoft Dynamics CRM, a customer relationship management software. It discusses how CRM is important for managing the customer lifecycle and driving business success. It then outlines some of Microsoft Dynamics CRM's key features, including an easy user experience, configurable workflows, integration capabilities, and its use by over 15,500 customers globally across industries like telecommunications, banking, and retail.

1. Driving Productivity with Microsoft Dynamics CRM Presenter Name : Chandra Mohan Reddy. M Presenter Title : Business Development Manager Presenter Date : 12/8/2010

2. Customers Drive Business Success Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth . “… companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns , but their stock values and cash flows have been less volatile.” - Harvard Business Review, March 2007

3. But Traditional CRM Vendors Have Failed “ User adoption remains a challenge, with 33% to 47% of customer management applications facing serious adoption issues .” AMR Research, September 2007 “ Spending has reached an all-time high, with expectations nearly as lofty. But implementation failure rates have not improved, nor have ROI metrics .” AMR Research, September 2007

4. Now You Can Get CRM That… Fits Your People The right user experience for every user role Fits Your Business Configures quickly to meet your specific needs Fits Your Environment Deploys quickly and integrates existing assets

5. Microsoft’s Vision for CRM Deliver an easier and more natural user experience Deliver highly configurable workflow and analytics Works the way your business does Deliver a flexible platform that simplifies integration Works the way technology should Works the way you do

7. Microsoft Dynamics CRM: Global Customer Base Mid-size Companies Small Businesses Large Enterprises

8. Driving Global Customer Success Nortel relies on the enterprise scalability and performance of Microsoft Dynamics CRM for a global deployment of 3,000+ users. ING configured Microsoft Dynamics CRM to deliver a more productive global system for purchasing and vendor management. MCF deployed Microsoft Dynamics CRM to reduce service call times by 80% per call and order entry time by 90%. Equinox uses Microsoft Dynamics CRM to drive its sales processes, with staff productivity up 8% and manager productivity up 5%. Cold Stone Creamery runs their membership club on Microsoft Dynamics CRM, saving millions of dollars over three years. Mitsubishi Caterpillar

11. Drive Fast and Productive Sales A lead is created with the appropriate sales workflow . The lead is automatically routed to inside sales to qualify and assign. The lead is passed to the right sales person to close the opportunity. A prospect requests more information via the web.

14. Drive Fast and Consistent Service The knowledge base is searched and solutions are suggested. The service case is created with an appropriate service workflow . The lead is automatically routed to the best available agent. Service requests come in via phone, web, or other channels .

17. Drive Fast and Effective Marketing Campaign responses are captured ; ROI is tracked and reported continuously A new campaign is budgeted, approved, targeted, and executed across multiple channels

20. Why Choose Microsoft Dynamics CRM? ““ Buyers also like Microsoft Dynamics CRM’s usability and its quick time-to-value compared with traditional CRM applications.” - Forrester Research, February 2007 “ If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s [Dynamics] CRM product .” - AMR Research, November 2007

23. Microsoft Dynamics CRM Business Architecture