Microsoft Dynamics CRM Value Proposition
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Microsoft Dynamics CRM provides personalized, proactive, and predictive customer engagement capabilities. It leverages analytics and data to understand customer usage patterns and behaviors in order to determine the optimal customer experience across channels. This intelligent customer engagement approach can improve business outcomes such as earnings by 10-15% according to McKinsey. Microsoft Dynamics CRM is well positioned for strong growth in the cloud CRM market which is projected to have a 15% compound annual growth rate for applications and 10% for services through 2018.
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Microsoft Dynamics CRM Value Proposition
- 1. Microsoft Dynamics CRM Value Proposition Microsoft Dynamics CRM
- 2. of all internet users are now active on social media 72% of internet users trust consumer opinions posted online 68% of consumers are willing to pay more for a better customer experience 86% of customers have left a brand due to bad customer service 65%
- 3. 80% 8% Delivery gap Companies that believe they provide a superior proposition Companies whose customers agree Bain Customer-Led Growth diagnostic questionnaire
- 5. Trust & knowledge over time enable adaptive experiences Predictive Personalized Proactive
- 6. 73%of marketers view customer centricity as critical to the success of their business. Forbes Personalized Channel of choice across email, digital, social & more Engage at the right time & place with the right message Maintain context based on behavior, channel & history End-to-end, outcome-focused experience
- 7. Proactive 70%of buying experiences are based on how the customer feels they are being treated. The CMO council Provide self-service tools to manage customer outcomes Harness IoT to detect, engage & alert Analyze social sentiment & signals to derive needs in marketing, sales & service Determine next best interaction based on context
- 8. Predictive Efforts based on customer usage patterns can improve earnings by 10-15% McKinsey Use analytics, internal & external data to identify patterns & predict outcomes Dynamically identify new segments & trends to determine opportunities Turn every process into an intelligent process
- 10. Personalized | Proactive | Predictive Customer engagement
- 11. Microsoft NDA CRM in the Cloud 15% CAGR thru 2018 for CRM app software 10% CAGR thru 2018 for CRM services
- 12. Thank you for enabling companies to deliver intelligent customer engagement – resulting in amazing customer experiences with Microsoft Dynamics CRM.
Editor's Notes
- KEY TAKE AWAY Customer experience is increasingly important for companies – across all customer interactions TALKING POINTS In a world consumers are mobile and social, customer experience is an increasingly important ingredient for companies as they win and retain customers Companies no longer control the dialogue and customers trust opinions from their friends and peers to help them make purchase decisions. 72% of all internet users are now on social media - : http://www.jeffbullas.com/2014/01/17/20-social-media-facts-and-statistics-you-should-know-in-2014/ 68% of internet users trust consumer opinions posted online – Nielsen global trust in advertising 2013 http://www.nielsen.com/us/en/insights/reports/2013/global-trust-in-advertising-and-brand-messages.html What’s more, customer experience is now a differentiator for brands. 86% of consumers say that they are willing to pay more for a better customer experience. That means that with equal products, they would be willing to pay more for a better experience. http://www.forbes.com/sites/christinecrandell/2013/01/21/customer-experience-is-it-the-chicken-or-egg/ And switching brands is just a click away. In a recent study through our Parature team, we found that 65% of customers have left a brand due to bad customer service. To thrive in this environment companies have to make customer experience a priority.
- KEY TAKE AWAY There is a significant deliver gap between how companies think they are doing on customer experience and what their customers think TALKING POINTS Most companies think they do a good job at creating a great customer experience. A recent Bain study shows that 80% of companies believe they provide a superior proposition But their customers don’t agree. For those same companies, only 8% of customers agreed that the company actually provided a superior proposition. Source: http://www.bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf What this means is that companies need to think about customer experience in a very different way.
- KEY TAKE AWAY Companies must think about their customer journey and engagement models differently in today’s world TALKING POINTS Customer engagement is no longer a static, one-size fits all model. Companies must enable customers to engage on their channel of choice – whether it’s email, social, web or phone. They need to maintain context and know the customer across touchpoints and across departments. And most importantly, companies don’t control the journey, customers do This requires a new type of customer engagement – Intelligent engagement.
- KEY TAKE AWAY Intelligent customer engagement helps companies build long term, adaptive relationships with their customers that are personalized, proactive and predictive TALKING POINTS Intelligent customer engagement is about building a long term relationship with your customers. Over time, customers build trust with your company and you gain powerful knowledge and insight about your customers With this knowledge, you can personalize your customer experience – creating an end-to-end, outcome-focused experience where you engage at the right time and place with the right message. You can also make your customer engagements proactive – determining the next best interaction with your customer based on context And lastly you can also make your customer engagement predictive – using analytics, internal & external data to identify patterns & predict outcomes to create intelligent processes. Let’s drill into each of these
- KEY TAKEAWAY Personalized customer engagement come from creating an end-to-end, outcome-focused experience where you engage your customers at the right time and place with the right message. TALKING POINTS The first part of personalized customer experience is being omni-channel – providing customers with the ability to engage on their channel of choice, whether it is email, digital, social or transitional. The second part is engaging at the right time and place on these channels with the right message And those engagements and messages should be based on what you know about your customer – based on their behavior, channel of engagement, history and company information. They should maintain context of who the customer is to provide a seamless experience across channels. And lastly, personalized engagements are end-to-end. Focused on what outcome your customer wants to drive to help them be successful – whether it’s learning more about your company and products, purchasing or getting response to customer service issue Personalized customer engagement is critical to building long-term relationships. According to a recent Forbes article, 73% of marketers view customer centricity as critical to the success of their business 44 Facts Defining the Future of Customer Engagement SEGUE Now let’s look at Proactive.
- KEY TAKEAWAY Proactive customer engagement comes from determining the next best interaction with your customer based on context TALKING POINTS Creating proactive customer engagement starts with understanding your customers’ desired outcomes – them providing them the tools for self-service, before they have to even ask The second part is harnessing technology. With the internet of things, you can detect potential needs or service issues, then engage and alert customers before the issues arise Social sentiment is a critical part of being proactive. With consumer sharing at an all time high, companies can listen, understand sentiment and derive needs across the board – across marketing, sales and service And lastly, being proactive is about being able to determine the next best interaction with a customer based on their context with your company. Creating proactive customer engagement allows your company to deliver exceptional customer experiences. According to the CMO Council, 70% of buying experiences are based on how the customer feels they are being treated. * The CMO Council, Mastering Adaptive Customer Engagement 2014. SEGUE Now let’s look at creating Predictive customer engagement
- KEY TAKEAWAY Predictive customer engagement enables your company to turn every process into an intelligent process. TALKING POINTS Predictive customer engagement comes form being able to use analytics, internal data that your company has gathered about customers and external market data to identify patterns, then use those patterns to predict outcomes across geographies and customer segments It also enables you to dynamically identify new segments and trends to identify new opportunities – whether they are in marketing, sales or customer service. And lastly, being predictive is about harnessing the power of data and machine learning to be able to adapt processes on the fly – turning every process into an intelligent process. According to McKinsey, Algorithms based on customer usage patterns can predict when a customer will be interested in a specific product, and provide sales teams with prompts to approach the customer with tailored upsell and cross-sell offers. These efforts can achieve improvements of 10-15% EBITDA in subscription businesses * McKinsey 2013 SEGUE Now let’s take a look at Microsoft Dynamics CRM capabilities and how they help companies deliver intelligent customer engagement
- KEY TAKEAWAY Our mission with Microsoft Customer Engagement solutions is to enable companies to deliver intelligent customer engagement – resulting in amazing customer experiences. We do that via end-to-end customer engagement that is personalized, proactive and predictive. TALKING POINTS We help companies: Market Smarter – so they can build their brand, engage with customers 1 to 1, and demonstrate the impact of their marketing initiatives. We do this with Microsoft Dynamics Marketing – which we introduced to the market last spring. We offer end-to-end marketing across planning, execution and analytics. We have seen great momentum with Dynamics marketing and have over 500 customers using it today, including huge deployments internal to Microsoft, as well as with companies like AIG Sell Effectively – so they can zero in and focus on what’s most important, win faster with the right tools and information and sell more. Our SFA that is seamlessly integrated with Office 365 and PowerBI – delivering unprecedented sales productivity. Here we have introduced our sales productivity solution – and we have seen great traction with some significant wins against salesforce.com, as well as salesforce switchers, including companies like Pepsi that chose us vs salesforce for 12k sellers with CRMOL and O365. We were able to show how sellers could stay connected to all the information and people they need to be productive on the road using iPads with an Dynamics CRM Online with Office 365 including SharePoint, Lync and Yammer Care Everywhere – so they can earn customer loyalty, empower their agents and stay agile and adaptive as a service organization. This is a combination of our CRM capabilities and the capabilities of Parature, which we acquired at the beginning of 2014 to round out our service capabilities with Knowledge Management, Self-Service and multi-channel service with chat and social. We also added our agent desktop – the unified service desk- last spring and are winning big customer service deals with companies like Bupa that have 3000 call center agents. And we have an unique approach to social – Social for everyone – so companies can listen everywhere, analyze sentiment and drive customer engagement. And with Microsoft, it’s integrated, contextual social for marketing, sales and service people… not just social for a few designated social people in marketing. We’re seeing a lot of interest in the market, including some really innovative scenarios like Real Madrid, that are exporting sentiment into PowerBI and slicing and dicing to for dynamics segmentation that they load back into CRM to segment down to the player level to target fans with player-level offers. Now let’s take a look at what’s new in spring.
- Gartner predicts that through 2018, the worldwide CRM application software market will grow at a CAGR of 15%, and the worldwide project-based CRM services market will grow at a CAGR of 10%. In 2014, CRM software revenue is forecast to reach almost $24 billion, with cloud revenue accounting for 49 percent. As part of this, as you can see, more and more companies will become Cloud users. This plateaus in 2020 where the rate of adoption of Cloud will slow down significantly. This remaining 20% probably consists of companies that for very specific reasons cannot adopt a Cloud solution or simply do not want to. So the message is clear for our partners. Now is the time to make the right investments and to define a strategy to enable you to lead with the Cloud. Let’s take a look at what has been happening to the Microsoft CRM channel