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MIcrosoft Dynamics CRM 2013 - Deep Dive
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%.
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MIcrosoft Dynamics CRM 2013 - Deep Dive
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- 3. Buyer 2.0 trendsare shaping the new sales team Today’s buyer • Does their own research • Favors peer group recommendations • Has high expectations • Holds the power 48% followed industry Before a supplier is engaged… conversations on the topic 57% of an average B2B purchase is complete 37% posted questions on social networking sites looking for feedback 59% engaged with a peer More than 10 sources have been consulted who had addressed the challenge DemandGen Report, “Breaking out of the Funnel” CEB, The New High Performer Playbook, Arlington VA, 2012
- 4. Microsoft Dynamics CRMmakes business personal • Simple and immersive interface that salespeople love to use • Personalized, efficient and familiar experiences • Embedded process, based on proven best selling practices • Agile processes that can be tailored to each business • Deep insight into market conditions, prospects and customers • Navigate the customer’s buying chain effectively through social prospecting • Data visualization gives sales leaders visibility into key metrics and trends • Anywhere access to the people and resources needed for success • Real-time internal and external collaboration with rich communication tools • Content and expertise sharing to help teams win together • Social networking tools in business context
- 6. Experience designed forpeople
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- 11. Flat User Interface– No pop ups!
- 12. Recently viewed recordsat your fingertips
- 13. Enter data “on-the-fly”with Quick Create
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- 19. Quick View Forms(From Other Entities)
- 21. Business Process –standardize on best practices According to CSO Insights, companies that adopt a dynamic sales process show a 19% increase in quota attainment over companies that do not.
- 22. What it lookslike
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- 25. Real Time Workflows– (Synchronous) In the example below, when an opportunity is over $25,000, the Size of the opportunity is set to strategic.
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- 30. Turn action intoinsight
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- 32. Insideview – ActionableIntelligence
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- 35. Stay productive onthe go Adopt Microsoft Dynamics CRM on touch devices to: • Quickly mobilize your sales force • Create a competitive differentiator • Attract and retain sales talent
- 37. Team selling throughsocial connections • • •
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- 39. Social on allactivities
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- 43. Everyone is connected,everywhere, all the time >4.5 billion >400 million people on social tweets per day about product, services, and brands >6.8 billion on mobile 150 average number of times a person checks their phone each day
- 44. Every touch pointmatters Reputation… Shopping… References… Search… Reviews… Ads… Engagement… Likes… Service…
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- 46. Decisions are madebefore you can even engage Customers are 57% 70% through the sales cycle before they talk to you For complex sales cycles * * http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-invovlement/
- 47. Companies must adaptto the new customer journey
- 48. A New Paradigmfor Delivering Amazing Experiences
- 49. Microsoft Dynamics CRMbuilt to help you meet customer needs People-first experience designed to bring you closer to your customers Pervasive connections and communications inside and outside the organization Personal experiences delivered across every interaction and engagement
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- 52. Reimagine how youmarket • • •
- 53. Reimagine how youmarket “We increased our volume of business by more than 150%.” 75% average cost reduction * 243% risk-adjusted ROI over 3 years ** Bill Elliott President and CEO Access MediQuip *Smead reduces costs by 75 percent by switching from SFDC to Dynamics ** The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research
- 54. Reimagine how yousell • • •
- 55. Reimagine how yousell “Using Dynamics CRM, we can do more team selling and cross-selling across our business groups to offer customers the best fit of services.” 246% increase in user adoption * 50% acceleration of sales conversion cycle ** Vicki Burton Director of CRM CSX Easy-to-use CRM system spurs employee data tracking, improves information accuracy The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research
- 56. Reimagine how youcare • • •
- 57. Reimagine how youcare “We used Microsoft Dynamics CRM to personalize our fan experience. It provides our staff the right tools and knowledge to create memorable guest experiences.” 95% customer satisfaction rate * 75% reduction in average time for issue resolution * Scott Loft VP of Ticket Sales Oklahoma City Thunder - NBA Team * Microsoft Dynamics CRM helps insurance firm improve sales efficiency and customer care
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- 59. Built for customerexperience
Editor's Notes
- #7 What do we mean by clarifying design? It is common knowledge that the number one problem with CRM projects is that the system itself never gets adopted. That’s why our user experience experts have created a simple and immersive layout where all the information you need is on one screen. Embedded Yammer and powerful file sharing capabilities enable you to collaborate with your team in the context of the work at hand.No more flipping between applications and getting distracted, now you can break down the barriers that get in the way of working with customers. Now you can easily see everything you need to know about your customer and their interactions with you and your team.
- #44 Objective - The explosion of Social and mobile together have completely changed our lives, more than you ever could imagine Evolutions take time but you know when you’ve hit a major inflection point. You can feel it. Like that disturbance in the force, but for real. Its palpable. You can see the WiFi signals zooming past and almost even know the strength. people suffer from new neurosis like phantom phone vibrations in pockets or purses even though there is no one texting you or calling you. We ‘friend’ friends who aren't even friends with our real friends. Its gotten so confusing. But this evolution has been building since the modern social networks gained consciousness and we began to gain comfort in the constant data feed of things like when our friends were going for coffee and the latest TLA or emoticon that had become new words over night in new kind of global language. (LOL, TTYL, BRB, etc…) entire conversations can take place without a real word being typed But now we have reached a major inflection point where its not just social for social sake, it means something. The connections, the insight, the transformation has given way to a new dialogue. An organic virtual constant conversation if you will. One that not only has history but predictive nature, that is awesome as much as it is perilous.The explosion of Social and mobile together have changed more than just social and mobile. They have completely impacted our human behavior -- our decision criteria and models, our communication methods, engagement principles, even our belief and trust systems.And organizations must not only understand these new principles but they must adopt them and genuinely and proactively use them in every customer engagement Segue - So why should you care so deeply about understanding these concepts. Not only will your sales depend on it, but so will your Identity. ______________________________________________________________________________________________________________400M tweets:http://articles.washingtonpost.com/2013-03-21/business/37889387_1_tweets-jack-dorsey-twitterhttp://mobithinking.com/mobile-marketing-tools/latest-mobile-stats/ahttp://www.kpcb.com/insights/2013-internet-trends
- #45 Objective - This evolution has given way to Billions of touch points and people are not afraid to use them – good and especially bad Old marketing tradition told us that our brand was made up of how customers experienced your company or product. This would happen when people came in touch with products, packaging, marketing, sales, etc. Each of these touch points shaped the impression of your brand.Today, touch points have increased exponentially – there are literally Billions and Billions of touch points. And each one matters. Whether you count each search, each banner ad or even web visits… those are just a drop in the bucket. The majority are really made up of every contact, every human and every conversation where anyone can virtually ask everyone anything about you. Or worse yet, can say anything to anyone at any time about you. And as if it couldn’t get any worse, it can be viewed by anyone in perpetuity. That’s right, indelible digital ink.All touch points are not created equal. You will have to create processes to listen, personalize and deliver the best customers experiences Segue - and it gets worse before it gets better. Buyers know more than ever. And they get smarter every day.
- #46 Objective - Today’s buyer is smart and getting smarter each day. You need to understand what matters most to them and help them get to the truth that they seek. Quickly and consistently. Today, marketing teams are up against super consumers. They are unbelievably informed, very savvy in process and highly fickle.This super consumer has become extremely powerful with a nearly unpredictable purchase path. Their access to virtually any data set coupled with the ability to solve complex comparisons, topped off with the ability to instantly validate any of their decisions with the literal “like”, “thumbs up”, happy face, or click of a button – twitter, FB, Yammer, etc. This creates a new burden on marketing to pay close and constant attention to specific signals in their market. There is now a constant need for information and examination of buying behavior that will be the difference between “Like’ or “Unlike.” Segue – but even when you think you know what each of these super consumers are thinking, think again. Because they may surprise you…_________________________________________________________________________________________________80% of online content is user-generated
- #47 Objective – even when you evolve and get clarity on the new buyer, they are making decisions without you. Your only chance is to understand how to engage with them and Amaze them with your personalized experience. But it wont be easy. Because your customers are connected, smart and have oodles of information, they will let their fingers and their network do the walkingNot only is it hugely convenient and provides people the ability to tailor the process to meet their needs exactly but it makes obsolete much of the traditional marketing and selling many companies are still doing. In fact the more traditional marketing and sales you through at this modern consumer, the less satisfied they become. It may be difficult to consider but the new consumer doesn’t want to see our marketing much less ever hear from our sellers. In fact it is a new sport to try and avoid sellers all together. Segue – so what does the new world of marketing, sales and service look like?________________________________________________________________________________________________________________http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-invovlement/
- #48 Companies must adapt to the new customer journey, because it makes a difference to the bottom line.In fact, Watermark Consulting, a customer experience consultancy and think tank, did an analysis of the five year performance of the Top 10 Leaders and Top 10 Laggards in the Forrester Customer Experience Index versus the broader S&P 500 Index from 2007 to 2011:The return of the Customer Experience Leaders portfolio was 128% higher than the Laggards, and 27% higher than the S&P 500. Their results strongly suggest that delivering leading customer experience allows these companies to dramatically outperform the market.So what does it mean to be a Customer Experience Agent (Guru?)The lines of traditional roles (marketing, sales and service) have all blurred and, in fact, a new hybrid role has emerged – There are no more silos. The new world, and its processes, are all non-linearWe’ve all experienced it – our marketers have to engage online with prospects to help engage them in the sales cycle. The prospect is intolerant of waiting for a seller to call them back or to even have to wait for a demonstration.Sellers must be ready to immediately support both existing and potentially new customers with, what was formerly, a customer’s support agent’s role. But again when a customer writes online about a problem or a suboptimal experience it is EVERYONEs new job to engage and deliver that amazing experience.Customer care people have an opportunity to both market and sell if they embrace these evolved roles.And the biggest opportunity exists in the new opportunity to team-everything – team selling, team marketing, team caringBut the goal, as we have stated, is to deliver Amazing Customer Experiences Segue – so now that we know why consumers have changed, what their new expectations are, and what our new roles are… we can now start to discuss how we go about delivering these crazy awesome experiences!
- #49 What does it take? Whether you are marketing your product, actively working a lead or an agent in customer care, you need to be able to listen to your customers and prospects so that you can develop insights into their wants and needs, learn what they are doing on the web, who they are connected to, what is going on with their business, who is influencing them—in a sense, you need to be able to do what dating websites like match.com and eHarmony excel at. You need to be able to understand your customer so you can match them to the appropriate product or service. That means designing products, services and experiences for those companies and customers you want to serve.You need to be able to engage them when the moment is right on the channel that they prefer. Being clear and consistent with your processes and communications while providing your people the ability to measure their successand find opportunities to improve. And you need to nurture relationships so that you can create brand advocates. By developing a true understanding of customers, you can serve, refine, and grow relationships over time.All of these activities must be done in a continuum. Your CRM system should enable your people to excel in this new world. Those built for a traditional sales cycle are outdated—they are static and not able to help you in a dynamic way. And that is why we are creating something entirely new… a system reimagined to help you match, nurture and engage.______________________________________________________________________________________________________________________________________20XIncrease in customer data over the last 5 years for the average company
- #50 To deliver Amazing Customer Experiences, one must accept the principle that meeting the needs of customers is a universal truth for running and operating a successful business. With this principle in mind, we have built CRM 2013 to help you in the following manner:______________________________________________________________________________________________________________________________________20XIncrease in customer data over the last 5 years for the average company
- #51 And I don’t have to tell you the importance of being pervasively connected. Communicating via social networks is second nature to us in our personal lives, and so it should be at work. By giving you social tools in context of what you are doing, you can reach out to your powerful network of subject matter experts finding the resources you need, using polls to gain consensus and giving kudos when earned.Completely configurable process guidance takes the “guess” out of “work”,driving each individual and your entire organization toward consistent communications that lead to success. What is a business process? It’s step-by-step assistance telling you what you need to do to get the outcome you desire. It’s a roadmap – where you are now and where you need to go to reach your ultimate goal. And it helps reduce the demands of on-boarding, pulling new hires from the sidelines, onto the field of play.Benefits to establishing processes include, but are not limited to, increasing win rates, decreasing resolution rates, promoting consistent engagement and aligning your people toward a goal—so you can focus on what is most important—your customer.And we’ve taken our beautiful new user experience to the tablet. With your CRM license, you now get these exciting new mobile capabilities that keep you connected to your data, your team members, and most importantly your customers, no matter where you are.
- #52 In the Age of the customer, one size does not fit all. You need to give customers a personalized experience.Microsoft Dynamics CRM helps you do that by taking your account and contact information from static to dynamic by providing relevant insights through real-time account data, news, social activity and connection information at your fingertips.Say good bye to cold calling. By giving you the tools to engage in social conversations within the context of your business, you can easily find the experts you need to collaborate with on deals, and the personal connections you need to generate referrals and introductions.
- #53 What does this look like for the new marketer? Their CRM system needs to deliver insights that allow them to understand what their prospects are doing across digital and social channels, while also being able to track what they are doing across traditional channels.Marketing Pilot helps marketers easily design and manage the customer lifecycle so they can reduce costs, decrease time to market, manage budgets , measure performance, all while delivering an exceptional customer experience.
- #54 CMOs struggle with revenue related concerns just like any other c-level executive and they are under pressure to deliver on revenue attribution numbers, to reduce costs, to decrease time to market, manage budgets and ROI more effectively than ever before. The need to be able to prove their contribution to top line revenue. Their CRM system should help them deliver.______________________________________________________________________________________________________________________________________Source 243% ROI: “The total economic impact of Microsoft Dynamics CRM 2011” Forrester May 2011Source 75% cost reduction: Smead Nov. 2011, vs. Salesforce
- #55 We know the world is social, but delivering those insights to your sales team is critical. Social insights make sellers more efficient and effective. Having complete, accurate and timely company and contact data helps them create compelling customer interactions with personal, relevant insights. That way, your engagements are individualized and more meaningful, creating a higher probability that you will achieve the desired outcome. We understand the importance of driving toward an outcome which is why business processes are a significant component of our new user experience. Completely configurable process guidance takes the “guess” out of “work”,driving each individual and your entire organization toward success. It’s a roadmap – where you are now and where you need to go to reach your ultimate goal. And it helps reduce the demands of on-boarding, pulling new hires from the sidelines, onto the field of play.Benefits to establishing processes include, but are not limited to, increasing win rates, decreasing resolution rates, promoting consistent engagement and aligning your people toward a goal—so you can focus on what is most important—your customer.Being able to focus means you can deliver the right product at the right time, and now with mobile capabilities on phones and tablets, you are connected to your data, your team members, and most importantly your customers, no matter where you are.
- #56 Customers are loving the intuitive design of our beautiful new user experience, redefining what a business application should look like and what work should feel like.What do we mean by intuitive design? It is common knowledge that the number one problem with CRM projects is that the system itself never gets adopted. That’s why our user experience experts have created a simple and immersive layout where all the information you need is on one screen. No more flipping between applications and getting distracted, now you can get things done. Does accelerating your sales conversion cycle by 50% sound like a good thing? We think so…____________________________________________________________________________________________________________________Source 50% acceleration: “The total economic impact of Microsoft Dynamics CRM 2011” Forrester May 2011Source 246% adoption: Data Reduction Systems, October 2010
- #57 Your customer care team plays a critical role in being able to empower your customers to be loyal advocates. That really is the special sauce when it comes to the changes we discussed in the sales process. Who do you think customers are listening to when they are doing research on the web and through their social networks? Their peers, your loyal advocates. They are your voice—listen to them, and give them something positive to say. With a comprehensive picture of your customer, alongside tools like Lync and Skype that make it easy for you to personally engage with the click of a button, your ability to make connections that are personal is amplified. Meanwhile making sure you have the right information is critical. Embedded social tools help you stay connected to the people and resources who can give you the answers you need when you need them. Having Yammer within their user experience means the answer is just a post away. Communicating via social networks is second nature to us in our personal lives, and so it should be at work. By giving you social tools in context of what you are doing, you can reach out to your powerful network of subject matter experts finding the resources you need, in the very moment that you need them.
- #58 As the lines between sales, marketing and care have blurred so has the responsibility for creating loyal fans. By delivering amazing experiences across these disciplines the positive impact to your brand can be exponential. ____________________________________________________________________________________________________________________Source 95% CSAT: Garanti Pension & LifeSource 75% reduction in issue resolution time: Garanti Pension & Life
- #59 We are also enjoying a pretty broad set of industry success around the globe. We’ve highlighted here the predominant industries we see this product deployed into. It is very broadly used in financial services, professional services, manufacturing and so on as you can see on this slide. In professional services and travel and entertainment, you might see more deployment of sales force automation and marketing automation whereas in public sector you would pretty exclusively see customer care functionality used for citizen services, and customer care for financial services, retail and hospitality and manufacturing as well.
- #60 Objective – Deliver amazing customer experience, EVERYTIME, ALL THE TIME, requires new understanding and a commitment to do everything for the customer experience. We know what's required. Take the next step and join the transformation (need our url or landing page on what to do next, major call to action)Transform from merely "focusing" on customers, to rigorously delivering amazing customer experiences today!