Microsoft Dynamics CRM 2011 aims to improve productivity for sales, customer care, and extended CRM processes. New features include real-time filtering to reduce busy work, conditional formatting for instant lead scoring, team ownership for better collaboration, and contextual documents for streamlined proposals. For customer care, the software features simplified case tracking, custom activities for field service, and guided dialogs for problem resolution. Extended CRM capabilities allow organizations to track additional relationships and assets through features like social connectors, role-tailored forms, and centralized solution management.
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.
Part 3 of a case study on marketing resource management software which covers the environment and forces creating the need for solutions with a small overview on how the solutions work.
MIcrosoft Dynamics CRM 2013 - Deep DiveBrad Tornberg
The session agenda document discusses how Microsoft Dynamics CRM can help businesses adapt to changing buyer behaviors and expectations. It summarizes how Dynamics CRM provides tools to personalize experiences across marketing, sales, and customer service. These include social networking integrations, mobile access, process automation, and data/insights tools to understand customers throughout their journey. Case studies show Dynamics CRM helping businesses increase sales volumes by over 150% and reduce customer support times by 75%.
Salesforce CRM helps manage sales activities by allowing users to search for contacts and accounts, take notes on calls, and create follow up tasks from within the CRM. It also allows users to manage tasks and coordinate activities with other team members. Additionally, emails can be linked to accounts and opportunities within Salesforce for organized tracking and visibility across the organization.
Information Builders is a major independent global software vendor founded in 1975 with over 1,450 employees and tens of millions of users. They provide business intelligence software and services to help customers improve business processes, gain real-time visibility into operations, and drive costs down through tools like interactive dashboards, guided ad-hoc reporting, automated report delivery, and predictive analytics. Gartner has recognized Information Builders as a leader in business intelligence and customers praise their software as easy to use with excellent support.
Smarter Sales Process in Dynamics CRM 2015 - Part 1: Lead QualificationJukka Niiranen
Webcast notes from "A Non-Developer's Guide to Smarter Sales Processes in Microsoft Dynamics CRM 2015", as presented on MSDynamicsWorld.com on May 6th, 2015. This first part looks at the lead qualification process in Dynamics CRM and demonstrates a way how the process can be customized to support scenarios, where a new opportunity record should not be automatically created when qualifying a lead record. The customization tools used include branching Business Process Flow (BPF), Real-Time Workflows, Business Rules and Quick View Forms.
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.
Part 3 of a case study on marketing resource management software which covers the environment and forces creating the need for solutions with a small overview on how the solutions work.
MIcrosoft Dynamics CRM 2013 - Deep DiveBrad Tornberg
The session agenda document discusses how Microsoft Dynamics CRM can help businesses adapt to changing buyer behaviors and expectations. It summarizes how Dynamics CRM provides tools to personalize experiences across marketing, sales, and customer service. These include social networking integrations, mobile access, process automation, and data/insights tools to understand customers throughout their journey. Case studies show Dynamics CRM helping businesses increase sales volumes by over 150% and reduce customer support times by 75%.
Salesforce CRM helps manage sales activities by allowing users to search for contacts and accounts, take notes on calls, and create follow up tasks from within the CRM. It also allows users to manage tasks and coordinate activities with other team members. Additionally, emails can be linked to accounts and opportunities within Salesforce for organized tracking and visibility across the organization.
Information Builders is a major independent global software vendor founded in 1975 with over 1,450 employees and tens of millions of users. They provide business intelligence software and services to help customers improve business processes, gain real-time visibility into operations, and drive costs down through tools like interactive dashboards, guided ad-hoc reporting, automated report delivery, and predictive analytics. Gartner has recognized Information Builders as a leader in business intelligence and customers praise their software as easy to use with excellent support.
Smarter Sales Process in Dynamics CRM 2015 - Part 1: Lead QualificationJukka Niiranen
Webcast notes from "A Non-Developer's Guide to Smarter Sales Processes in Microsoft Dynamics CRM 2015", as presented on MSDynamicsWorld.com on May 6th, 2015. This first part looks at the lead qualification process in Dynamics CRM and demonstrates a way how the process can be customized to support scenarios, where a new opportunity record should not be automatically created when qualifying a lead record. The customization tools used include branching Business Process Flow (BPF), Real-Time Workflows, Business Rules and Quick View Forms.
Microsoft Dynamic CRM helps manage sales activities by allowing users to search for contacts, review account information, capture call notes, create follow up tasks, manage task lists, coordinate follow up activities, connect with Outlook emails, and use tools like activities, tasks, contacts, accounts, reports, dashboards, calendar events, search, and synchronization with Outlook.
The document summarizes new features of OrgPublisher 9 Premier, an automated organizational charting solution. It offers enhanced succession planning and organizational modeling tools. Key features include improved user interface, deployment, formatting options, and security. The software helps track talent, ensure future leadership, and model organizational changes. It aggregates workforce data from enterprise systems to automatically generate charts. Additional features allow for comparison of employee profiles, modeling of succession planning scenarios, and flexible organizational planning.
Dynamics Day 2014: Microsoft Dynamics CRM - RoadmapIntergen
A sneak preview of the busy road ahead for Microsoft Dynamics CRM, with eight new releases scheduled for 2014 alone.
Dynamics Day is Australasia's leading event for users of Microsoft Dynamics. For those of you who couldn't make it along to the event, we have made all session content available online.
Impel CRM is a marketing automation and customer relationship management tool that allows users to automate, simplify, and manage sales information. It provides features like marketing campaign planning and execution via email, SMS, and web forms. Impel CRM also integrates with call centers to provide call center agents with customer data and automate dialing. The document provides information on Impel CRM's marketing automation, email and SMS campaign building, web form lead capture, and call center integration capabilities. It encourages readers to learn more and schedule a product demo on their website.
The document describes features of Microsoft Dynamics CRM that can help optimize sales efforts. It discusses capabilities for sales force automation, planning territories and teams, managing leads, tracking opportunities, streamlining account management, integrating with Microsoft Office applications, tracking sales pipelines, using workflows to automate processes, accessing data mobilely, and performing analytics.
The document summarizes new features in Sage SalesLogix 7.5.4, including enhancements to improve workforce productivity, streamline ERP integration, simplify installation and upgrades, and enable the mobile workforce. Key updates include improvements to notes/history, duplicate detection and merging, resizable notes fields, configurable "What's New" information, and editable data grids. The release also includes tools to simplify installation and upgrades, roll up previous accelerators, and provide discovery and comparison of customizations. Enhancements to the SData API and integration with Sage ERP systems are highlighted as well.
The document discusses various IT solutions that can help optimize different parts of a company's value chain. It identifies software for processes like inventory management, manufacturing automation, e-commerce, marketing automation, CRM, project management, HR management, and e-procurement. For each value chain activity, it outlines the business need and recommends specific software products like Traker Systems, Festo, osCommerce, M1 Lead Management, Prophet CRM, eGroupWare, Citadel, InstantHR, ProductVision, and osCommerce Online Merchant. The IT solutions are meant to streamline operations, improve collaboration, enhance customer service, and facilitate partnerships.
With over 180+ new features and enhancements we have focused on making Maximizer even more intuitive and easier to use. From helping you take your CRM mobile, easily capturing more sales leads, viewing complete customer timelines and analyzing results – Summer 2012 is the right time to take a leap forward with Maximizer CRM.
Loaded Technologies is a consulting firm that designs and delivers smart solutions to unlock your customer potential, utilising CRM (Customer Relationship Management), Web, Marketing Automation and Business Intelligence software.
Our capabilities: CRM breadth & depth, backed by strategic, operational and technology expertise:
- Business strategy and execution: Top tier management consulting and executive leadership experience.
- Technology depth and breadth: delivering and supporting complex integrations and deployments.
- CRM breadth: 30+ years in total CRM experience
We've partnered with leading CRM (Customer Relationship Management), Web, Marketing Automation, and Business Intelligence software companies, including SugarCRM, HubSpot, Pardot and JasperSoft to bring their products to the Australian market.
The document provides an overview of Sage SalesLogix Advanced Analytics capabilities for increasing organizational intelligence through data analysis. It describes interactive visual analytics dashboards with pre-built metrics for sales, marketing, and customer support. Advanced Analytics offers standardized and professional users licenses, integrates with Sage SalesLogix, and allows analyzing multiple data sources with low total cost of ownership.
Data Alchemy Overview Presentation (Static Version)Mark Rubenstein
The document summarizes DataAlchemy, a data analytics solution from alqemyiQ. DataAlchemy allows users to import data from multiple sources, create custom segments and measures, and generate automated reports and presentations. It offers speed of implementation, insights, and results by integrating disparate data and distributing outputs through PowerPoint and Excel. Future plans include an enterprise architecture with additional reporting and access control capabilities.
The document outlines the vision and product roadmap for Sage SalesLogix. Key points include:
- The goal of enabling an "anywhere workforce" through interoperability across devices and seamless access to data.
- A focus on providing different types of users like "farmers", "explorers", and "tourists" with relevant insights and analytics tools.
- Future releases will focus on enhanced visualization, mobility, and an improved user experience.
- The roadmap extends into 2010 and focuses on areas like social CRM, integration, and customer adoption.
The document is a template for a Request for Proposal (RFP) for a Customer Relationship Management (CRM) system. It provides instructions and sections for companies to complete to request vendor proposals for a new CRM system. The sections include company information, project scope, submission procedures, requirements, and a request for budget and resource information from vendors. The goal is to expedite the contracting process and select a vendor that can meet the defined business needs.
Powered by Microsoft Dynamics CRM 2011, xRM4Legal IP Management for Microsoft Dynamics CRM is an effective, easy-to-use and affordable IP Management System for use by law firms and corporate IP departments.
Who is the customer in your CRM? #CRMRocks podcastJukka Niiranen
This document summarizes a podcast discussion about determining who the customer is in a CRM system. It discusses modeling customers and customer relationships, including determining the appropriate hierarchy and networks. It also covers segmenting customers and the importance of including non-customers. Finally, it discusses how social media has changed customer interactions and how CRM systems need to adapt, such as through social listening and engagement tools.
SharePoint Server 2007 Overview - TechMentor 2007 with Joel OlesonJoel Oleson
This deck discusses the features in SharePoint Server in an overview style presentation. This was presented while I was a Product Manager for Microsoft SharePoint at TechMentor in Orlando by Joel Oleson
Maximizer CRM 11 includes new features to provide real-time business insights across various areas including sales, marketing, and mobility. Key updates include wizard-driven dashboards for executives to view KPIs, sales quota management and opportunity monitoring tools, an online campaign manager for marketing, and an intuitive mobile interface for BlackBerry smartphones. The new version aims to help users make better business decisions, optimize revenue generation, execute effective marketing campaigns, and collaborate efficiently on the go.
This presentation has been prepared to showcase the functional requirements of accounting CRM 2011, in order to help guide decisions about which features, functions and information will be of greatest value in a particular implementation.
Top cloud CRM overview. Part 1 - Choosing the right CRM solutionEugene Zozulya
Cloud CRM is a software as a service, hosted in a public or private cloud, that allows users to access application and their data remotely. Hosted CRM software can be either single- or multi-tenant. Single-tenant means that each of the vendor’s servers contains one organization’s data. Multi-tenant means that computing resources (servers, databases, etc.) are shared among many different organizations.
Choosing the right CRM solution always a challenge, especially for enterprises. For many small and medium-sized businesses always costs associated with purchasing, installing and implementing a CRM system can greatly overshadow the benefits.
Cloud CRM with free trial can be an easy way to try out you key CRM processes without upfront investments
Dynamics AX 2009 CRM Implementation : The fit gap analysis Julien Lecadou,MSc.
In this paper, we focused our attentions into the fit gap analysis and solutions related to the CRM implementation. This fit gap analysis is part of a broad range of activities that are needed to be processed in order to design, develop and deploy a CRM application.
We attended several meetings with the stakeholders in order to implement the solutions. And during those meetings, we understood that every CRM solution is unique and it should be tailored to the company overall business process and culture.
Go Live is Just the Start - Managing AX Improvement Projects | Carlo DiPucchio BDO IT Solutions
Improvement projects often don’t get the same level of attention as initial implementations. Learn how to manage the roll-out of upgrades, additional functionality, process improvements and ISV solutions.
Carlo DiPucchio
BDO Canada LLP
BDO Connections 2016 | Breakout Session
The ROI of Handling Multiple Entities in One Database | BDO Connections 2016BDO IT Solutions
Binary Stream’s Multi-Entity Management (MEM) is a leading solution for companies struggling with the challenges of managing multiple databases in Microsoft Dynamics GP. In this session, see the ROI of MEM straight from our customers and find out how you can save time and money. We’ll dive into the product to show you just how easy it is to manage multiple entities in one database. Reduce your maintenance fees, eliminate redundant processes and simplify reports all within one database with MEM. Presented by Neil MacDonald from Binary Stream.
Microsoft Dynamic CRM helps manage sales activities by allowing users to search for contacts, review account information, capture call notes, create follow up tasks, manage task lists, coordinate follow up activities, connect with Outlook emails, and use tools like activities, tasks, contacts, accounts, reports, dashboards, calendar events, search, and synchronization with Outlook.
The document summarizes new features of OrgPublisher 9 Premier, an automated organizational charting solution. It offers enhanced succession planning and organizational modeling tools. Key features include improved user interface, deployment, formatting options, and security. The software helps track talent, ensure future leadership, and model organizational changes. It aggregates workforce data from enterprise systems to automatically generate charts. Additional features allow for comparison of employee profiles, modeling of succession planning scenarios, and flexible organizational planning.
Dynamics Day 2014: Microsoft Dynamics CRM - RoadmapIntergen
A sneak preview of the busy road ahead for Microsoft Dynamics CRM, with eight new releases scheduled for 2014 alone.
Dynamics Day is Australasia's leading event for users of Microsoft Dynamics. For those of you who couldn't make it along to the event, we have made all session content available online.
Impel CRM is a marketing automation and customer relationship management tool that allows users to automate, simplify, and manage sales information. It provides features like marketing campaign planning and execution via email, SMS, and web forms. Impel CRM also integrates with call centers to provide call center agents with customer data and automate dialing. The document provides information on Impel CRM's marketing automation, email and SMS campaign building, web form lead capture, and call center integration capabilities. It encourages readers to learn more and schedule a product demo on their website.
The document describes features of Microsoft Dynamics CRM that can help optimize sales efforts. It discusses capabilities for sales force automation, planning territories and teams, managing leads, tracking opportunities, streamlining account management, integrating with Microsoft Office applications, tracking sales pipelines, using workflows to automate processes, accessing data mobilely, and performing analytics.
The document summarizes new features in Sage SalesLogix 7.5.4, including enhancements to improve workforce productivity, streamline ERP integration, simplify installation and upgrades, and enable the mobile workforce. Key updates include improvements to notes/history, duplicate detection and merging, resizable notes fields, configurable "What's New" information, and editable data grids. The release also includes tools to simplify installation and upgrades, roll up previous accelerators, and provide discovery and comparison of customizations. Enhancements to the SData API and integration with Sage ERP systems are highlighted as well.
The document discusses various IT solutions that can help optimize different parts of a company's value chain. It identifies software for processes like inventory management, manufacturing automation, e-commerce, marketing automation, CRM, project management, HR management, and e-procurement. For each value chain activity, it outlines the business need and recommends specific software products like Traker Systems, Festo, osCommerce, M1 Lead Management, Prophet CRM, eGroupWare, Citadel, InstantHR, ProductVision, and osCommerce Online Merchant. The IT solutions are meant to streamline operations, improve collaboration, enhance customer service, and facilitate partnerships.
With over 180+ new features and enhancements we have focused on making Maximizer even more intuitive and easier to use. From helping you take your CRM mobile, easily capturing more sales leads, viewing complete customer timelines and analyzing results – Summer 2012 is the right time to take a leap forward with Maximizer CRM.
Loaded Technologies is a consulting firm that designs and delivers smart solutions to unlock your customer potential, utilising CRM (Customer Relationship Management), Web, Marketing Automation and Business Intelligence software.
Our capabilities: CRM breadth & depth, backed by strategic, operational and technology expertise:
- Business strategy and execution: Top tier management consulting and executive leadership experience.
- Technology depth and breadth: delivering and supporting complex integrations and deployments.
- CRM breadth: 30+ years in total CRM experience
We've partnered with leading CRM (Customer Relationship Management), Web, Marketing Automation, and Business Intelligence software companies, including SugarCRM, HubSpot, Pardot and JasperSoft to bring their products to the Australian market.
The document provides an overview of Sage SalesLogix Advanced Analytics capabilities for increasing organizational intelligence through data analysis. It describes interactive visual analytics dashboards with pre-built metrics for sales, marketing, and customer support. Advanced Analytics offers standardized and professional users licenses, integrates with Sage SalesLogix, and allows analyzing multiple data sources with low total cost of ownership.
Data Alchemy Overview Presentation (Static Version)Mark Rubenstein
The document summarizes DataAlchemy, a data analytics solution from alqemyiQ. DataAlchemy allows users to import data from multiple sources, create custom segments and measures, and generate automated reports and presentations. It offers speed of implementation, insights, and results by integrating disparate data and distributing outputs through PowerPoint and Excel. Future plans include an enterprise architecture with additional reporting and access control capabilities.
The document outlines the vision and product roadmap for Sage SalesLogix. Key points include:
- The goal of enabling an "anywhere workforce" through interoperability across devices and seamless access to data.
- A focus on providing different types of users like "farmers", "explorers", and "tourists" with relevant insights and analytics tools.
- Future releases will focus on enhanced visualization, mobility, and an improved user experience.
- The roadmap extends into 2010 and focuses on areas like social CRM, integration, and customer adoption.
The document is a template for a Request for Proposal (RFP) for a Customer Relationship Management (CRM) system. It provides instructions and sections for companies to complete to request vendor proposals for a new CRM system. The sections include company information, project scope, submission procedures, requirements, and a request for budget and resource information from vendors. The goal is to expedite the contracting process and select a vendor that can meet the defined business needs.
Powered by Microsoft Dynamics CRM 2011, xRM4Legal IP Management for Microsoft Dynamics CRM is an effective, easy-to-use and affordable IP Management System for use by law firms and corporate IP departments.
Who is the customer in your CRM? #CRMRocks podcastJukka Niiranen
This document summarizes a podcast discussion about determining who the customer is in a CRM system. It discusses modeling customers and customer relationships, including determining the appropriate hierarchy and networks. It also covers segmenting customers and the importance of including non-customers. Finally, it discusses how social media has changed customer interactions and how CRM systems need to adapt, such as through social listening and engagement tools.
SharePoint Server 2007 Overview - TechMentor 2007 with Joel OlesonJoel Oleson
This deck discusses the features in SharePoint Server in an overview style presentation. This was presented while I was a Product Manager for Microsoft SharePoint at TechMentor in Orlando by Joel Oleson
Maximizer CRM 11 includes new features to provide real-time business insights across various areas including sales, marketing, and mobility. Key updates include wizard-driven dashboards for executives to view KPIs, sales quota management and opportunity monitoring tools, an online campaign manager for marketing, and an intuitive mobile interface for BlackBerry smartphones. The new version aims to help users make better business decisions, optimize revenue generation, execute effective marketing campaigns, and collaborate efficiently on the go.
This presentation has been prepared to showcase the functional requirements of accounting CRM 2011, in order to help guide decisions about which features, functions and information will be of greatest value in a particular implementation.
Top cloud CRM overview. Part 1 - Choosing the right CRM solutionEugene Zozulya
Cloud CRM is a software as a service, hosted in a public or private cloud, that allows users to access application and their data remotely. Hosted CRM software can be either single- or multi-tenant. Single-tenant means that each of the vendor’s servers contains one organization’s data. Multi-tenant means that computing resources (servers, databases, etc.) are shared among many different organizations.
Choosing the right CRM solution always a challenge, especially for enterprises. For many small and medium-sized businesses always costs associated with purchasing, installing and implementing a CRM system can greatly overshadow the benefits.
Cloud CRM with free trial can be an easy way to try out you key CRM processes without upfront investments
Dynamics AX 2009 CRM Implementation : The fit gap analysis Julien Lecadou,MSc.
In this paper, we focused our attentions into the fit gap analysis and solutions related to the CRM implementation. This fit gap analysis is part of a broad range of activities that are needed to be processed in order to design, develop and deploy a CRM application.
We attended several meetings with the stakeholders in order to implement the solutions. And during those meetings, we understood that every CRM solution is unique and it should be tailored to the company overall business process and culture.
Go Live is Just the Start - Managing AX Improvement Projects | Carlo DiPucchio BDO IT Solutions
Improvement projects often don’t get the same level of attention as initial implementations. Learn how to manage the roll-out of upgrades, additional functionality, process improvements and ISV solutions.
Carlo DiPucchio
BDO Canada LLP
BDO Connections 2016 | Breakout Session
The ROI of Handling Multiple Entities in One Database | BDO Connections 2016BDO IT Solutions
Binary Stream’s Multi-Entity Management (MEM) is a leading solution for companies struggling with the challenges of managing multiple databases in Microsoft Dynamics GP. In this session, see the ROI of MEM straight from our customers and find out how you can save time and money. We’ll dive into the product to show you just how easy it is to manage multiple entities in one database. Reduce your maintenance fees, eliminate redundant processes and simplify reports all within one database with MEM. Presented by Neil MacDonald from Binary Stream.
New Workflow Engine in Dynamics NAV 2016 - Streamline and Automate Business P...BDO IT Solutions
This document discusses the new workflow engine in Dynamics NAV 2016. It allows businesses to streamline and automate processes. The workflow engine uses triggers to initiate actions called "thens" such as notifications, approvals, restrictions or comments. It can be customized to trigger on over 90 out of box events for different record types. For example, a workflow could block a customer and notify someone if their credit limit is increased while having an outstanding balance. The workflow engine integrates with existing NAV 2016 features and can be extended for specific business needs.
Extending Dynamics NAV 2016 with Power BI and Microsoft Office | Diana Bird BDO IT Solutions
In this session you'll discover how Dynamics NAV 2016 leverages Power BI to transform your company's data into rich visuals for you to collect and organize so you can focus on what matters to you. We'll also explore the seamless integration between Microsoft Dynamics NAV 2016 and Microsoft Office for reporting and data manipulation.
Diana Bird
BDO Canada LLP
BDO Connections 2016 | Breakout Session
Microsoft Dynamics GP 2016 New Features | Robin HauswirthBDO IT Solutions
The document provides an overview of new features and enhancements in Microsoft Dynamics GP 2016. Key highlights include an improved HTML5 web client that offers a more responsive user experience and improved mobility. The web client can be configured in single machine, scale out, or multi-tenant deployments. Additional enhancements cover areas like financials, distribution, search capabilities, and integration with Power BI for reporting. Deployment options include on-premise, hosted private cloud, or hosted shared cloud. Requirements and support for virtualization are also discussed.
Into the Cloud! Introducing the New Dynamics AX | David Linton and Joyce LafleurBDO IT Solutions
Join us, along with Joyce Lafleur, Microsoft Canada's Dynamics AX Technology Solution Professional, to see a live demo of the new Dynamics AX, and find out more about the benefits, availability, licensing and support options for the latest release.
David Linton
Joyce Lafleur
BDO Canada LLP
BDO Connections 2016 | Breakout session
This document provides an overview and instructions for using the key features of Microsoft Dynamics CRM 2011, including:
- Managing accounts, contacts, leads, opportunities, activities and other sales data
- Creating, running and customizing reports
- Importing and exporting data
- Configuring workflows and processes
- Customizing the user interface
- Integrating with Microsoft Office applications
Microsoft Dynamics CRM 2015 has 4 type of processes, which are Workflow, Dialog, Actions & Business Process Flow. First 3 Types are discussed in these Slides
To Upgrade or to Re-implement Dynamics NAV? That is the Question | BDO Connec...BDO IT Solutions
The document discusses the differences between upgrading and re-implementing Microsoft Dynamics NAV. Upgrading involves moving historical data and existing customizations to a new NAV version, while re-implementation only moves master and opening balance data and requires redeveloping customizations. The document outlines key factors to consider for each approach, such as the version upgrade path, database size, customizations, budget, and timelines. It then describes the methodologies for performing an upgrade, which includes code, report, and data upgrades followed by testing, or a hybrid approach combining elements of both upgrade and re-implementation.
The document summarizes features of Microsoft Dynamics CRM 2011 including customizations, ribbon XML, sitemap XML, JavaScript, and form-level properties. It discusses how to add web resources, access functions in field events, attach events to form load, and use web resources to format data like phones. The presentation provides an overview of developer tools and customizing capabilities in Microsoft Dynamics CRM 2011.
How to Manage Scope Change in Your Next Project | BDO Connections 2016BDO IT Solutions
This document discusses how to manage scope changes on projects. It begins by defining project scope as the work needed to deliver specified features and functions. It then provides tips for properly defining an initial project scope by identifying the project, documenting requirements, setting priorities, and establishing budgets and timelines. Any changes to scope, timeline, or budget require adjustments to the other two. Scope changes should be tracked in a change log and approved through change management. Left uncontrolled, continuous scope changes can lead to harmful scope creep. The document emphasizes properly planning and documenting scope to set the project up for success.
Dynamics CRM on Mobile – What can you expect? | BDO Connections 2016BDO IT Solutions
Microsoft provides an out of the box mobile solution. Join this session to see the solution in action and understand what other third party options are available.
Making a Project a Complete Success with Post-Implementation Strategies | Jul...BDO IT Solutions
The document discusses strategies for making an ERP project successful after implementation. It recommends creating a transition plan that maintains urgency and constant communication. The plan should re-cast the vision and anticipate issues. User training and testing before going live are also advised. Post-implementation support services from BDO can help with hotfixes, knowledge resources, customizations, and managing support agreements to aid the transition.
CRM Integration Options–Scribe, SmartConnect, Microsoft Connector. What's the...BDO IT Solutions
Integration of CRM to your financial or operational systems can increase overall value, reduce manual entry effort, and reduce errors. Integration will also accelerate the speed of your business. During this session learn about the integration options available, price points and implementation effort.
Merit Event - Customer Relationship Management - What are the Benefits?|guest68ea87
Microsoft CRM 1.2 was launched earlier this year and is being targeted at small to medium sized businesses (from 25 to 500 users) who have a need to develop more profitable customer relationships.
Microsoft say the product is innovative, easy to use and integrates well with existing software (Office, Outlook and SQL for example).
However, CRM as a business strategy is not always well understood by SME’s who may feel it is more appropriate for larger organisations.
Our event plans to explains the benefits and potential drawbacks of CRM and the features of Microsoft CRM product.
CRM technology – what is required
Microsoft CRM – they key benefits for SMEs
MS CRM – the key components
MS CRM – automated lead gathering
MS CRM – sales force automation
MS CRM – automating customer service
MS CRM – management reporting
Merit Event - Customer Relationship Management - What are the benefits?meritnorthwest
Microsoft CRM 1.2 was launched earlier this year and is being targeted at small to medium sized businesses (from 25 to 500 users) who have a need to develop more profitable customer relationships.
Microsoft say the product is innovative, easy to use and integrates well with existing software (Office, Outlook and SQL for example).
However, CRM as a business strategy is not always well understood by SME’s who may feel it is more appropriate for larger organisations.
Our event plans to explains the benefits and potential drawbacks of CRM and the features of Microsoft CRM product.
CRM technology – what is required
Microsoft CRM – they key benefits for SMEs
MS CRM – the key components
MS CRM – automated lead gathering
MS CRM – sales force automation
MS CRM – automating customer service
MS CRM – management reporting
Slidecast how SalesCentric Relationship Charts helps cost justification, user adoption and data accuracy to extend the power of Dynamics CRM (audio included - select green arrow at foot of slidecast window)
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
What’s an insight? Find out how you can consume and combine external data with your Dynamics CRM data to drive new opportunities and importantly insights.
presentation of eokam\' services.
eoKam is specialized in designing and setting up account management solutions for large accounts sales teams. eoKam helps its customers focusing on productivity, sales reporting and strategic data sharing, in particular with KamUp!, the collaborative account management software, the ideal companion of CRM systems.
1. CRM technology ties together all customer touchpoints like sales, marketing, and customer service to track the entire customer relationship history across channels.
2. There are many CRM technology options available now for businesses of all sizes, from large enterprise solutions to affordable web-based models.
3. Wireless technologies are expanding CRM capabilities by allowing access to customer information and CRM applications from mobile devices.
Customer relationship management (CRM) systems provide a centralized solution for managing prospects and customers. They allow tracking leads and sales, automating marketing tasks, understanding customer behavior, and creating reports. CRM systems provide increased efficiency by centralizing data and tasks, allowing sales and marketing teams to focus on priorities, anticipate opportunities, and optimize the customer experience.
This document provides an overview of RightNow's Web Experience Solution for providing self-service customer support through a branded online portal. It discusses challenges with customer support over phone and email, and how the RightNow solution allows companies to provide support through their website using features like FAQs, search, links to live support channels, and a customizable interface. Case studies are presented showing how various companies were able to improve customer satisfaction, reduce costs, and increase sales through implementing RightNow's web self-service solution.
Microsoft Dynamics CRM provides sales force automation capabilities including managing leads, opportunities, accounts and customer information. It allows tracking the entire sales lifecycle from lead generation to closing deals. The software also provides analytics and reporting to help analyze sales performance and identify trends. It aims to streamline sales processes, improve productivity and increase win rates through features like sales workflow automation and access to customer data.
An intuitive CRM Application fosters usability and user experienceUSECON
Business success today is defined increasingly by the building and effective management of all customer relationships. Successful CRM systems map customer-relevant business processes for sales, marketing, and service.
uContact is a simple, customizable and truly omnichannel solution for Contact Centers, that allows them to have all the inbound and outbound channels (voice, text, and video) in one single place.
For more information: https://integraccs.com/omni/
Microsoft CRM xRM4Legal February 2015 Introduction and DemonstrationDavid Blumentals
Extended Relationship Management for law firms, powered by Microsoft Dynamics CRM 2013 – over 4 million users globally, 40,000+ firms
Rollout in days with over 250 legal customizations pre-configured, ready-to-use, managing key clients, cross-sell, referrals & private clients
Integration options with major (bulk) email, PMS & DMS systems
A centralized approach to list management & BD (single click access)
Defined (data) quality standards & processes
Engages partners & staff with easy access & visibility of relationship connections, firm & practice performance
Allows fee earners easy access & update of records with critical BD info (for guaranteed user adoption) – via Outlook and mobile device
Tei of microsoft dynamics crm 2011 final 05092011Suruli Kannan
The document is a Forrester Consulting study that analyzes the total economic impact of implementing Microsoft Dynamics CRM 2011. It finds that the composite organization achieved a 243% ROI over 3 years, with payback in under 5 months. Key benefits included increased sales and customer service productivity, lower costs, and improved processes. Costs included software licenses, professional services, training, and support. The study provides a framework for evaluating a potential Microsoft Dynamics CRM 2011 investment.
eSavvy Webinar - Top Tips and Examples of Managing a HR Centre with Case Mana...eSavvy
This document discusses managing an HR center with a case management solution. It outlines challenges facing HR centers like tracking calls, workloads, and reporting. It then summarizes a HR case management solution built on Microsoft Dynamics CRM that allows centralized case tracking, knowledge base sharing, workload management, and accurate reporting. Finally, it provides an example of Hunter New England Health improving accountability, productivity, and transparency with the solution.
Microsoft Dynamics CRM and ERP solutions can provide a return on investment within the first year through several key strategies:
1) Boosting sales by retaining customers, maximizing revenue opportunities, and streamlining sales processes.
2) Providing business intelligence through real-time visibility, aligning business units, and reporting/tracking capabilities.
3) Offering cloud hosting options that reduce costs while providing flexibility and choice in deployment.
4) Functioning as an all-in-one product that increases existing systems' potential through seamless integration.
5) Giving competitive advantages like improving customer service capabilities.
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Presentation from
Jean-Philippe Quin, Head of IT Business Services Transition at Lombard International Assurance, delivered at the Dynamic Business Event organized by Nerea & Microsoft on April 16th 2013 in Luxembourg
This document is a property of Microsoft Corporation.
Microsoft is defining a connected and forward-looking enterprise, the successful enterprise of the future.
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7. Positive customer experience key to success“As product and price differentiation erodes, businesses are turning to customer experience to gain market share over their competitors.” Customer Service Wave Report Forrester Research 8.1% increasing 92% flat or declining
8. Renewed Focus on Productivity “Adopting a productivity focus that changes the way we work is the only path to lock in productivity gains and earnings. Achieving productivity gains requires changing the way people work so they work smarter, achieve more, deliver greater quality and realize the value of their efforts.” Mark McDonald, GVP Gartner “Power of Choice” Productivity”
11. Microsoft’s Promise of Sales Productivity Increase sale output and efficiency Improve conversion and close rates Increase time with customers Contain costs without sacrificing service Increase time with customers Shorten sales cycles Achieve real-time insight Shorten sales cycles Achieve real-time insight Improve close rates
17. Real-Time Filtering: Reduced Busy Work Allows sales staff to instantly zero-in on needed data Excel-like filters for each column For example can use filters to display only opportunities of last two months
18. Conditional Formatting: Instant Lead Scoring Formatting rules can be applied against any entity Lead Scoring example: High probability leads in green font Guided Wizard for easy rules creation
19. Excel Export/Import: Improved Data Quality True bi-directional sync with Excel Changes made in Excel automatically incorporated in Microsoft Dynamics CRM Sales person can work opportunities, export to marketing group where they make changes to lead and then import changes back into Microsoft Dynamics CRM
20. Team Ownership: Better Team Selling Account ownership of Records For example, you could have a “Large Account” team made of account managers, sales reps., sales manager, CSS agents, etc. Team security roles and roll-up reporting
21. Contextual Docs: Streamlined Proposals Embedded document management capabilities of SharePoint For example, sale team can create central repository of quotes and proposals for faster proposal creation Check-in/Check-out and lock-down capability
22. Inline Visualization: Improved KPI Tracking Instant visualization of data most relevant to sales person Can use pre-defined charts like Sales Pipeline Built-in drill down capability Can instantly create custom charts via guided wizard
23. Flexible Dashboards: Gleaning Insight Can use multiple pre-built dashboards Or can create personal dashboards via drag-n-drop controls Easily bring in outside data like maps, financial data, etc.
28. Increasing customer expectations“On average, 40% of customers who suffer through bad experiences stop doing business with the offending company.” What Service Customers Really Want by Dave Dougherty and Ajay Murthy – Harvard Business Review, Sept 2009
29. Microsoft’s Promise of Customer Care Delight your customersand strengthen the bottom line Contain costs without sacrificing service Improve conversion and close rates Increase time with customers Contain costs without sacrificing service Streamline issue resolution Achieve real-time insight Shorten sales cycles Arm each action with insight Boost operational efficiencies
35. Most Recently Used Lists and Record Pinning: Minimizing Clicks New features dramatically reduce clicks and windows which is huge time saver for call center reps. Most Recently Used items displayed just with a click Can pin most often used records (contacts, cases, accounts, etc.) Pre-defined homepage presents most relevant info.
36. Flat UI: Simplified Case Tracking New Flat UI dramatically reduces windows and tabbing back and forth and in turn reduce call time Still have left-hand Nav. for users that want to jump to specific data point Can easily scroll down for needed info. Contextual sub-grids
37. Custom Activities: Improved Field Service Now have complete flexibility to create any activity For example, can create “Onsite Repair” activity and other Field Service related activities Can instantly add new tasks, resources and resource groups to activity Support for re-occurring appointments
38. Guided Dialogs: Guided Problem Resolution Guided Dialogs provide robust call scripting capabilities Can enforce actions/tasks based on pre-defined rules Troubleshooting script example Can create many types of scripts. Multiple response example to left
39. Queues: Streamlined Work Management Can create queue against any entity in the database Can create individual or team queues For example, can create case escalation queue for important customers Can lock-down queues until action is complete for sequential work management
40. Goal Management: Operational Efficiency Can track goals against any entity With a click can generate reports for goal attainment Useful for call centers that want to track average call time, first call resolution rate and other key metrics Easy set-up process
41. Auditing: Improved Accountability System-wide auditing Important for call centers who have strict SLAs Can see all changes made at record or field level Can create pre-defined auditing rules
43. The Evolution from CRM To Extended CRM Partner Relationship Management Asset Management Extended CRM leverages the flexible xRM Framework which allows organizations to easily configure and extend the capabilities of Microsoft Dynamics CRM. Property Management Distributor Relationship Management Fleet Management Patient Relationship Management Employee Relationship Management Land Management Extended CRM is additive to core CRM and allows organizations to track and maximize the value of other relationship and assets and in turn extend the power of CRM. Contractor Relationship Management Task Management Supplier Relationship Management Event Management
44. Microsoft’s Promise of Extended CRM Improve solution relevance and business impact Increase time with customers Contain costs without sacrificing service Improve business fit Enhance value of all relationships Achieve real-time insight Shorten sales cycles Increase business agility Drive operational excellence
50. Extended CRM Productivity with 2011 Impactful connections Role-tailored experience Greater industry relevance Value-add solutions
51. Connections: Influencing the Influencers Key enabler of Extended CRM Especially useful in sales cycle where there are multiple influencers (lawyers, consultants, tax experts, etc.) Each role can have distinct attributes Can create any kind of role and apply to any entity
52. Social Connector: Bringing in Social Context Social Connector in Outlook Client seamlessly brings in social data Allows users to gauge online influence of contact For example, can instantly see LinkedIn or Facebook profile for given contact
53. Role Tailored Forms: Tailored Fit True role-based forms ensure data is relevant to each user Can have multiple forms per entity Full control over presentation of forms Drag-and-drop customization
54. Drag and Drop UI: Effortless Customization Can configure entity Body, Header or Footer Useful “Click to Customize” feature Drag-and-Drop UI Can use Navigation Editor to customize left-hand navigation
55. Marketplace: One Stop Shop for Apps. Central repository of complementary solutions for Microsoft Dynamics CRM New optimized search logic Fully integrated to Microsoft Dynamics CRM User generated ratings and reviews
56. Solutions: Centralized Solution Management Allows you to centrally manage solutions right within Microsoft Dynamics CRM Multi-app server capability Managed properties
58. Familiar, intelligent and connected experience Wealth of new features in 2011 Strong business value for SFA, CC & Extended CRM Microsoft Dynamics CRM 2011 Amplifies Productivity Empower Your People with Microsoft Dynamics CRM 2011!
Microsoft Dynamics® CRM 2011 is probably the most significant release in the history of our product. It includes 500 enhancements and a wealth of new features. And while we are very excited about these features and capabilities, ultimately it is how these new features and enhancements help organizations become more productive that is most important. In essence, it’s about how Microsoft Dynamics CRM 2011 improves their “day-in-the-life” experience. And that is exactly what this deck attempts to explain.
Different from the What’s New in Microsoft Dynamics CRM 2011 deck, this deck looks at the new capabilities in 2011 from a business scenario standpoint. All of these business scenarios have a constant theme: Productivity. Specifically, this deck talks about how the new capabilities of Microsoft Dynamics CRM 2011 help enable three key scenarios: SalesCustomer CareExtended CRMThese are also the three core go-to-market (GTM) scenarios for Microsoft Dynamics CRM, which of course is no accident. We will take a more detailed look at these scenarios throughout the deck.
Before we get into the details of the three business scenarios, let’s first take a step back and look at the market backdrop and the renewed focus on productivity.
While the economic recession is officially over, many companies are still reeling from the its effects. In short, the downturn has led to a very competitive landscape. That shift has been further fueled by some key market trends. A more discerning consumer with heightened sensitivity to price, value, and serviceUnparalleled consumer access to vendor infoErosion of barriers to switchingConsumers have changed the way they evaluate and purchase, driven by greater access to information and a culture of shopping around. It’s not sustainable to compete on price alone. The traditional channels of influence have broken, and now consumers may go to many different sources for advice on their purchase decisions.Evidence shows that customers will no longer tolerate the rushed and inconvenient service that has become all too common. Instead, they are looking for a satisfying experience. And making things more challenging, many organizations are trying to meet these needs with declining resources.QUOTE: Forrester, The Forrester Wave™: Customer Service Software Solutions, Q4 2008
This increasingly competitive landscape has led to a renewed focus on productivity. As you can see by the quote from Gartner, productivity gains are viewed as a key requirement for earnings growth and ultimately success. And that is exactly what the new capabilities in Microsoft Dynamics CRM 2011 are focused on: improving productivity. With that in mind, we have shifted our core messaging from “Power of Choice” to “Power of Productivity”. Microsoft Dynamics CRM 2011 is squarely focused on productivity and helping organizations become more effective and efficient in their business.
Now let’s take a look at how the new features in Microsoft Dynamics CRM 2011 help sales organizations become more productive.
Sales productivity is built on twin pillars: efficiency and effectiveness. To be a high-performing company, the sales organization requires both. The key isn’t to bring on more people to make your company grow. The key is making the ones you have more efficient and effective.Efficient means they are discriminating in how they spend their time, less on activities such as:Account maintenanceAdministrationTravelPlanningEffective means they spend more time on high-value sales activities and are more effective at those activities, such as:Needs identificationSolution developmentProduct demosProposal developmentClosing (negotiating, pricing, contracting)Statistics that can be used for support:A 2006 survey of 841 sales professionals at 500 companies with large sales forces (2,000 employees) showed that salespeople at high-performing companies spend 40% more time each year with their best potential customers and 30% less time on administrative tasks compared to salespeople at low-performing companies. High-performing companies demonstrated faster sales growth and better financial performance compared to industry peers. All respondents reported being employed by organizations with at least 2,000 employees and/or large sales forces.Driving Profitable Sales Growth: 2006/2007 Report on Sales Effectiveness, Watson Wyatt Worldwide
With any challenge comes opportunity. Microsoft Dynamics CRM 2011 is uniquely positioned to provide measurable business benefits for sales organizations. Specifically, we will help organizations:Increase time with customers.Improve close rates.Shorten sales cycles. Achieve real-time insight.Let’s take a closer look at some of the features and capabilities that enable those benefits.
With 2011, we have a wealth of new features that help organizations better achieve the promises mentioned previously. Specifically we provide new capabilities that:Help organizations reduce busy work and have more time for customer interactions.Improve team selling and increase close rates.Streamline lead management and in turn shorten sales cycles.Help organizations attain real-time sales performance and make more informed decisions.
At the end of the day, sales is all about generating revenue. And you do that by spending more time with customers. The best way to do it is to reduce busy work. Microsoft Dynamics CRM 2011 can help sales organizations reduce busy work and have more time for customers. For example, the real-time filtering capability in 2011 helps sales professionals spend less time looking for customer and deal information. Just like Microsoft® Excel®, users can instantly reorganize the order of fields, add new fields to display, and display only records based on specific attributes of those fields (for example show only opportunities that were created in the last three months). And less time looking for information means sales people have more time for their core competency: selling.
Lead management historically has been a problem area for both sales and marketing organizations. Specifically, there are often issues around the handoff, quality of leads, and the qualification process. Microsoft Dynamics CRM 2011 helps organizations take a more consistent, streamlined, and intelligent approach to lead management. For instance, the new conditional formatting feature allows sales or marketing professionals to create pre-defined rules that can then be used to change the format of leads that meet those criteria. For example, a sales rep may decide leads that are $100,000 or more and from financial service companies are high-probability leads. He could use conditional formatting to automatically format such leads in green 11 point Segue font, in turn lighting up those high-probability leads. In some ways, you could call it pseudo-lead scoring because the high probability leads are delineated from leads that are not. Now the sales rep doesn’t have to open up each individual lead record, and that in turn saves him time and gives him more time to sell.
Another common problem area for lead management is lead quality. In Microsoft Dynamics CRM 4.0 we provided organizations with the ability to export leads to Excel, but now with 2011 they can also make changes in that Excel sheet, reimport it, and have those changes automatically incorporated in Microsoft Dynamics CRM. For example, a sales rep could get a list of leads from the marketing group (gathered at a trade show, for instance) and realize that the lead data is incomplete or inaccurate. He could instantly export them to the marketing group, who could then cleanse the leads or add additional details and then reimport those leads to Microsoft Dynamics CRM, where those changes would be automatically reflected in the system. Without that capability, it would require the sales and marketing staff to send Excel files back and forth, compare versions, and then manually make those changes to the records in CRM. Now all those wasted cycles can be applied to working and following up on those leads, and that in turn leads to better quality leads and a more efficient lead management process.
Many research studies have shown that organizations that sell well together close more deals. And Microsoft Dynamics CRM 2011 helps sales organizations improve team selling and close rates. For example, the team record ownership capability in 2011 now allows organizations to create virtual sales teams and take action as a team. They could create a “Large Account Sales Team” that focuses on large customers. That Large Account Sales Team could then in turn create team-based opportunities, activities, tasks, workflows, notes, and other items. And that allows the team members to take a more coordinated sales approach and work as a unified team, resulting in better engagement with the prospect or customer and improved selling.
Another key element of effective selling, and one that is very time-consuming, is content creation—specifically, the creation of quotes, proposals, reference forms, and RFPs. If a sales person has to create any of these documents from scratch, they can easily take hours if not days. And to make things worse, in that scenario the sales rep is not taking advantage of the knowledge of others. With the powerful Microsoft SharePoint® document capabilities embedded right within Microsoft Dynamics CRM 2011, sales users can easily create, share, and re-use key documents such as proposals and quotes. Something that may have taken hours or days to create can now be done in minutes. And more importantly, the sales rep can take advantage of all the valuable knowledgeable from other sales reps who created similar documents, in turn enabling more effective selling.
Real-time sales performance is a critical element to any well-run sales organization. This screen shot above shows how Microsoft Dynamics CRM 2011 can help sales organizations achieve real-time sales performance and make more informed decisions with inline data visualization.Inline visualization is a powerful set of new capabilities in 2011 and frankly speaking something that our competitors don’t offer. Here we see a pre-built pipeline visualization. Literally with just a click, a sales person can bring up a sales pipeline of their open opportunities by sales stage. They could also use some of the other pre-built visualizations, such as top 10 customers or top 10 leads, to bring up key data points. Or they can create new data visualizations, say for example top opportunities in the financial services industry. The key point about all of these examples is that they are real time and that the sales person can instantly visualize data. And that allows them to better track key performance indicators (KPIs), take proactive action when necessary and make more informed decisions.
Dashboards are another key element of sales performance management, and a critical tool for sales management to stay abreast of key performance metrics and trends. In 2011, we are introducing a whole new set of capabilities around dashboards. 2011 includes pre-built dashboards that sales, service, and marketing organizations can use out of the box, or they can easily create new dashboards. Two critical aspects of the new dashboards are that they are both real-time and flexible. A typical scenario for a sales organization is the need to track key metrics like sales pipeline, top customers, quota attainment and revenue. But many sales organizations also track external data points like stock prices, financial market trends, and in some cases regulatory information. These external data points can also be seamlessly incorporated into the Microsoft Dynamics CRM dashboards so sales organizations can have a holistic view of all key data points. And different from some of the other CRM solutions in the market, these dashboards are real-time, which helps ensure that sales organizations have the most up-to-date data to base their information on.
We saw previously how the new features in Microsoft Dynamics CRM 2011 can help sales organizations. Let’s now take a look at how 2011 can help customer service organizations.
Once again, before we get into the details of how Microsoft Dynamics CRM 2011 can help service organizations, let’s first take a look at the market conditions. Today many customer service organizations are facing an increasingly challenging environment. Call center and customer service organizations are saddled with:Fewer resources.Agents being forced to instantly jump from one task to the next.Mounting demands for operational efficiency.Increasing customer expectations.But at the same time, in this competitive market, stellar customer service can provide the edge organizations need to thrive and contribute to the bottom line.Today, more than ever, is the time to invest in customer service strategies.
With any challenge comes opportunity. Microsoft Dynamics CRM 2011 is uniquely positioned to provide measurable business benefits for customer service organizations. Specifically, we can help organizations:Streamline issue resolution.Contain costs without sacrificing service.Boost operational efficiencies.Arm every action with intelligence.Let’s take a closer look at some of the features and capabilities that enable those benefits.
While we have a good base of capabilities in the current version of Microsoft Dynamics CRM, we are taking that to a new level in 2011.In Microsoft Dynamics CRM 2011 we are providing a wealth of new features that help organizations better achieve the promises mentioned on the previous slide. Specifically we provide new capabilities that enable:The right data at your fingertips.Faster problem resolution.Simplified work management.End-to-end KPI tracking.
In the call center, even more so than other departments, it is critical that agents have timely access to the right data. As we talked about the current market conditions earlier, call center agents are saddled with a multi-task environment where they have to jump from one call to the next, or from one system to the next. And many agents are measured by their speed to handle inquiries and the speed to resolution. The bottom line is that they need the right data at their fingertips. And that is what Microsoft Dynamics CRM 2011 offers, with useful features like the recently used list and record pinning. For example, a call center agent may remember the name of a customer but can’t remember if it was an account record, case record, or contract record. With the most recently used list, the agent can instantly see that record and open it with a click. Or the agent may have a knowledge base article they use for a common issue. If they pin that KB article using the Record Pinning capability, they 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 call center agent clicks, windows, and ultimately time.
But having information at your fingertips is only half the battle. Ultimately customers want their issue or question resolved. After all, resolving customer issues and problems is the essence of any call center. Microsoft Dynamics CRM 2011 can help customer service organizations achieve faster problem resolution by providing intuitive and time-saving features. And the new “flat UI” in 2011 helps streamline case logging, tracking, and resolution.In Microsoft Dynamics CRM 4.0, users would have to go back and forth between the multiple tabs at the top of the case form to enter and view all the case details. Now with the new flat UI, the agent can easily scroll down and up in the same form to view all the details, without having to click different tabs. They can expand or contract the sections in the form to optimize the experience. And they still have the benefit of the left-hand navigation that allows them to jump to specific items like documents, activities, and workflows. Ultimately, the new flat UI minimizes clicks and windows and allows a call center agent to more rapidly and efficiently track and resolve cases.
Another key area for many service organizations is field service. Unfortunately in previous versions of Microsoft Dynamics CRM, users were limited to a pre-defined list of pick values for service activities. That meant if a service organization wanted to track other activities like “onsite repair” that weren’t part of the pre-defined pick list, they couldn’t do that in the system without significant customization. With Microsoft Dynamics CRM 2011, we have taken off those limitations and now users can create any custom activity and track all related aspects of that custom activity. They can add new tasks, assign resources, create resource groups, create and execute workflows, and in general track that activity from beginning to close without any customization or custom coding. And that ultimately allows service organizations to more effectively track field service calls and other non-call center focused service activities more effectively.
One of the biggest issues in service organizations is skill disparity. In essence, there are some agents that do an amazing job resolving customers’ issues, some that don’t do a good job, and many layers in between. But an inconsistent service experience can be very damaging for the business and very discouraging for the agents themselves. Service organizations need tools that allow them to resolve customer issues in a consistent and efficient way. They need tools that allow them to take advantage of the knowledge of their staff and re-use commonly used answers. That is exactly what the guided dialogs feature in Microsoft Dynamics CRM 2011 provides. Some may view it as a call scripting feature, and while it can certainly do that, it is much more. The guided dialog feature in 2011 allows service organizations to easily create, re-use, and automate the problem resolution process and actually guide the question and answer dialog. As you can see in this example, agents can use the feature to funnel commonly asked questions or issues into a common resolution or answer. And equally important is that service organizations can also embed triggers or rules into the dialog. For example, if a customer is identified as a VIP customer, that could instantly trigger a separate script with more hand-holding by the agent. Guided dialog allow service organizations to provide a consistent and efficient approach to problem resolution, in turn leading to a more uniform skill level.
In today’s environment, service organizations are not just judged on resolving customer issues but also on operational efficiency. A key element of operational efficiency is work state management—in essence, making sure the myriad of call center work streams are efficient and streamlined. And that is exactly what the new queue management capabilities in Microsoft Dynamics CRM 2011 are aimed at. In previous versions of Microsoft Dynamics CRM, there were limitations to the queue feature that made it difficult for organizations to fully utilize it as a work management tool. 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 service organization can have a special VIP case escalation queue in which the escalation is fast-tracked but yet has sequential flow so that the various work streams are optimized.
In today’s challenging business climate, service organizations are judged on key performance metrics; more specifically, based on their ability to meet their goals. With the new and comprehensive goal management feature in Microsoft Dynamics CRM 2011, call centers can easily define, set-up, track, and report on key goals. For example, they can track first call resolution rates, average call time, average resolution time, and other key metrics. One really nice thing about the goal management feature is that once the goal is set up, it automatically tracks the attainment of that goal. With just a click, the users can visualize the performance of that goal in a pre-built report. And since this feature streamlines the whole goal management process, call centers can keep their pulse on key metrics, take proactive measures when needed, and ultimately optimize their operations. Ultimately service organizations can spend less time setting and managing goals and more time on activities that help them meet and exceed those goals.
Another key feature that enables better performance management and operational efficiency is auditing. Many call centers and customer service organizations have service level agreements (SLAs), with their customers or internally. In either case, they are obligated to meet these SLAs. Some SLAs may be focused on response time (for example, respond to received email within two hours) and others may be focused on resolution (resolve customer issue within three business days). Inevitably discrepancies arise between the customer and the service organization. For example, the customer may claim they did not receive a response within the specified time or didn’t get their issue resolved within the SLA timeframe. The new system-wide auditing feature in 2011 allows service organizations to see any change made to any record or field. For example, they could check the audit trail of a specific case, see when the case was received, when the status changed, when it was escalated, and when it was resolved. And when necessary they could then use that information to prove they met their specified SLA obligations. But that audit trail also helps them identify any inefficiencies and improve operations.
OK, we have taken a look at how Microsoft Dynamics CRM 2011 can help sales and service organizations, now let’s take a look at how it can enable extended CRM.
But before we get into the details of how the new features help extended CRM, let’s first spend a few minutes defining extended CRM and how that relates to xRM. In easy terms, xRM refers to the flexible technical framework that allows organizations to easily configure and customize Microsoft Dynamics CRM. In essence, it is the enabling technology for Extended CRM and it is very much a TDM-focused message.Extended CRM refers to the ability for organizations to easily extend the core CRM capabilities of Microsoft Dynamics CRM to track and manage other relationships; for example, extending Microsoft Dynamics CRM to manage partners or suppliers. It also refers to the ability for organizations to easily create industry templates and solutions on top of Microsoft Dynamics CRM. Ultimately, extended CRM is a BDM-focused message.
Extended CRM allows organizations to extend beyond sales force automation and customer service. With Extended CRM, Microsoft will help organizations:Enhance the value of all relationships, not just customer relationships.Improve the business fit by allowing organizations to tailor it to their individual needs.Drive operational excellence by streamlining the creation of industry solutions and automating processes.Increase business agility by being able to rapidly find, adopt, and take advantage of complementary applications and solutions.
With Microsoft Dynamics CRM 2011, we have a wealth of new features that help organizations better achieve the promises of extended CRM. Specifically, we provide new capabilities that enable:More impactful connections.A role-tailored fit.Greater industry relevance.The ability to take better advantage of value-add solutions.
CRM and extended CRM are all about relationships and connections. But today’s complicated business world is no longer just about customer relationships or about traditional roles like CEO, VP of Sales, VP of Service. Organizations in today’s complex business environment need to be able to track all relevant relationships. And the new Connections feature in Microsoft Dynamics CRM does just that. With this feature, organizations can easily define and set-up any relationship they want to track, assign attributes to it, and then actually associate individuals to that relationship. For example, an organization may have a complex sales process and in addition to the traditional roles they sell to, they might need to influence peripheral roles like in-house lawyers, tax consultants, and accountants. With the Connections feature they can identify these key roles, associate them to specific individuals, and then track all associated actions and activities. In turn, this allows them to better track those non-traditional roles and use them for their extended CRM initiatives.
Here is another example of being able to better track relationships and adding context to those relationships, with the Social Connector. Microsoft Outlook® 2010 provides built-in social networking capabilities collectively known as the Social Connector. And with the native Outlook client in Microsoft Dynamics CRM 2011, organizations get the full benefit of the social connector. In essence, the Social Connector allows users to see the online influence of a specific individual by showing their social connections through networking sites such as LinkedIn, Facebook, and Twitter. For example, an organization may be dealing with a certain low-ranking individual and not initially give that individual much attention. But what if the organization knew that individual had 500 followers on Twitter or that the individual was friends with the CEO of the company on Facebook? All of a sudden, they now realize that so-called low ranking individual has very strong online influence, and they can treat him or her with commensurate care. This feature directly helps to enable extended CRM scenarios, because as the lines have started to blur between the traditional and online business worlds, organizations need to take a more holistic approach to relationship management and have more context of the individuals they are dealing with. And that is exactly that this feature enables.
One of the most effective ways to improve the business fit of business solutions is to ensure that the solution is optimized for each specific role. And that is exactly what we have done in Microsoft Dynamics CRM 2011 with the role-tailored experience.With Microsoft Dynamics CRM 2011, we are offering a whole new set of capabilities around declarative design and specifically around role-tailored forms. Now organizations can create forms specific to each individual role and tailor the amount of information, order, and presentation of information that is displayed on that form. For example, they could create a different Opportunity form for a sales VP versus a sales rep: one showing an aggregate view and the other showing more detailed sales information. But from an Extended CRM standpoint, they could also create specific data views for non-traditional roles. For example, they could create a new form for an operations manager, another one for IT manager, another one for a compliance officer, each showing different levels of data. Or they could create roles specific to industries, such as a form for high-ranking officers in the armed forces, or a form for a VP of HIPAA at a health-care company. The key point here is that by tailoring the presentation and order of information through role-specific forms, organizations can increase the relevancy of the information, the business fit, and ultimately the adoption.
Another key enhancement in Microsoft Dynamics CRM 2011 that directly enables great business fit and greater industry relevance is the new drag-and-drop customization capabilities. Now organizations can instantly configure Microsoft Dynamics CRM to their unique needs with just a few mouse movements and clicks. They can easily create new entities and tables, add or change roles, change or add fields, change attributes, change terminology, change or add new data relationships, and change or add new forms and views. This is extremely important for organizations that want to use Microsoft Dynamics CRM to manage industry-specific processes or initiatives. For example, a real-estate firm may want to manage their physical properties in addition to their clients; the Air Force may want to track logistics and assets in addition to their constituents; health care companies may want doctor details, drug histories, and pharmaceutical trials in addition to their customer details. All of these scenarios require customization, and the beauty of the new drag-and-drop capabilities in 2011 is that these customizations can be done with minimal effort and little IT intervention. And ultimately the ease and speed at which customization can be done will enable stronger and more extended CRM scenarios.
When you look at extended CRM, one of the key enabling factors is the ability to take advantage of other value-add solutions and in turn improve business agility. The new Microsoft Dynamics Marketplace, which will be released with Microsoft Dynamics CRM 2011, provides a centralized cloud-based repository of value-add solutions. On the Marketplace, customers and partners can easily post, search, find, try, and (in the second half of CY11) buy value-add solutions for Microsoft Dynamics CRM. The new Marketplace, in addition to including optimized search logic and a streamlined user experience, will also include things like user generated ratings, reviews, and community-based elements (as can be seen in this screen shot). The Marketplace is extremely important for extended CRM as it allows organizations to find other relevant and value-add solutions for Microsoft Dynamics CRM, and in turn use those solutions to extend out the capabilities to track other relationships and assets. For example, organizations could use the Marketplace to find industry-specific solutions (HIPAA solution, Retail POS app., FSI credit checking app., etc.) for Microsoft Dynamics CRM or to find tools that allow them to extend the core CRM capabilities (product configuration for example).
But finding value-add solutions is only half the battle. The other half is using and managing those solutions. The new solutions feature in Microsoft Dynamics CRM 2011 provides a holistic and powerful set of capabilities that allow organizations to find, use, and manage complementary and value-add solutions. Very similar to the programs management capability in Windows®, the solutions feature in Microsoft Dynamics CRM 2011 provides a centralized console where organizations can install, uninstall, manage, and track solutions. For example, organizations may want to use one of the many partner-built solutions for Microsoft Dynamics CRM, or they may want to use third-party applications that have pre-built integrations to Microsoft Dynamics CRM like ExactTarget, Endeavor Commerce, Big Machines, Exportlogix, and many others. Or they may want to take advantage of industry-specific applications or existing in-house applications. The key point here is that the new solutions feature allows organizations to better use and manage those value-add solutions and to extend out the capabilities of Microsoft Dynamics CRM, ultimately increasing the value and relevancy of their relationship management efforts.
As you can see Microsoft Dynamics CRM 2011 is packed with new features and enhancements. In this deck, we highlighted some of the higher-level new features and really only scratched the surface in regards to the new capabilities in 2011. But more important than the number of the new features in 2011 is the value they provide. As you have seen throughout this deck, these features provide a wide array of benefits but ultimately they have one thing in common – they help organizations increase their productivity. And that is what Microsoft Dynamics CRM 2011 is all about – The Power of Productivity. Microsoft Dynamics CRM 2011 helps organizations amplify their productivity so they can survive and thrive in this very competitive environment. Find out for yourself how Microsoft Dynamics CRM 2011 can help empower your people and power your organization to success.