Microsoft dynamics-crm-online-overview-ppt
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The document discusses Microsoft Dynamics CRM Online. It highlights that CRM is important for managing customer relationships and driving business success. While traditional CRM projects have challenges, Microsoft Dynamics CRM Online offers a hosted online solution with quick deployment, low monthly fees, and usability benefits compared to other CRM options. It invites readers to try the online CRM system themselves.
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Microsoft dynamics-crm-online-overview-ppt
- 1. Microsoft Dynamics CRM Online Choice Begins Today!
- 2. Why consider CRM at all? Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth. “… companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.” - Harvard Business Review, March 2007 Because Customers Drive Business Success
- 3. But…traditional CRM projects don’t always work out “User adoption remains a challenge, with 33% to 47% of customer management applications facing serious adoption issues.” AMR Research, September 2007 “User adoption remains a challenge, with 33% to 47% of customer management applications facing serious adoption issues.” AMR Research, September 2007 “Spending has reached an all-time high, with expectations nearly as lofty. But implementation failure rates have not improved, nor have ROI metrics.” AMR Research, September 2007 “Spending has reached an all-time high, with expectations nearly as lofty. But implementation failure rates have not improved, nor have ROI metrics.” AMR Research, September 2007
- 4. Perceptions of CRM for smaller organizations • “CRM is just too complex for my business” • “Only the big companies use CRM” • “It’ll cost me way too much” • “You go through all this trouble and no one uses it anyway” • “I’ll have to change everything about my business” • “I don’t have the technology or the team to make CRM work” • “CRM is just too complex for my business” • “Only the big companies use CRM” • “It’ll cost me way too much” • “You go through all this trouble and no one uses it anyway” • “I’ll have to change everything about my business” • “I don’t have the technology or the team to make CRM work”
- 5. CRM that fits your people The right user experience for every user role What to look for in a CRM system… CRM that fits your business Configures easily to meet your specific organization size CRM that fits your budget Deploys quickly and is affordable for your business
- 6. How do you get started? Be in the “Know”! •Know your desired outcomes •Know your business and your critical processes •Know when to connect with an expert •Know your options
- 7. Know your desired outcome • Increase revenues and profits? • Get better information about my customers? • Track sales opportunities? • Measure performance of my teams? • Gain consistency/repeatable processes across teams? What do I want out of a CRM system?
- 8. Know your business and critical processes • Are we doing the same steps each time? • Do we have redundant processes between teams? • What can be – or shouldn’t be – automated with CRM? • Will I have to change my business to use a CRM system? What makes my business tick?
- 9. Know when to connect with an expert • Determining if CRM is a fit for my business? • Documenting what makes my business really run? • Learning from the experiences of other CRM projects? • Adapting a CRM system to my business needs? What do I need help with?
- 10. Know your options Quick to deploy Infrastructure considerations Low, per user monthly fee Control and ownership Technology investments Customization, compliance
- 11. Why Microsoft Dynamics CRM ? Deliver an easier and more natural user experience Deliver a system that matches the way you do business Works the way your business does Deliver an affordable solution that fits your business Works the way technology should Works the way you do
- 12. What is Microsoft Dynamics CRM Online? • Full functionality of Microsoft Dynamics CRM - over the Internet • Technology managed by Microsoft on your behalf • Monthly fee model for reduced up-front technology investment • Secure, on-line access anywhere with web access
- 13. When to consider Microsoft Dynamics CRM Online • Organizations wishing to deploy a solution rapidly on-line • Companies with limited or no IT availability • Rapid-start evaluation projects before larger deployment • Organizations with limited technology infrastructure in place • From 5 to 250 potential CRM users • Prefer a monthly fee model
- 14. Drive Fast and Productive Sales A lead is automatically created with the appropriate sales workflow. The lead is automatically routed to inside sales to qualify and assign. The lead is passed to the right sales person to close the opportunity. A prospect requests more information.
- 15. Drive Fast and Effective Marketing A new campaign is budgeted, approved, targeted, and executed to your target audience Campaign responses are captured; performance is measured for evaluation
- 16. Drive Fast and Consistent Customer Service Service requests come in via phone, web, or other channels. The service request is automatically routed to the best available agent. The knowledge base is searched and solutions are suggested. The service case is created with an appropriate service workflow.
- 17. Microsoft Dynamics CRM Online Product demonstration
- 18. Why Choose Microsoft CRM? ““Buyers also like Microsoft Dynamics CRM’s usability and its quick time-to-value compared with traditional CRM applications.” - Forrester Research, February 2007 ““Buyers also like Microsoft Dynamics CRM’s usability and its quick time-to-value compared with traditional CRM applications.” - Forrester Research, February 2007 “If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s CRM product.” - AMR Research, November 2007 “If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s CRM product.” - AMR Research, November 2007
- 19. Try Microsoft Dynamics CRM Online for Yourself • Full functionality of Microsoft Dynamics CRM - over the Internet • Technology managed by Microsoft on your behalf • Monthly fee model • Secure, on-line access anywhere with web access
- 20. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
- 21. Action! For more information contact Ralph R. Zerbonia ralph@universecentral.com Universe Central Corporation www.UniverseCentral.com 330-720-4525
Editor's Notes
- “CRM is just too complex for my business” It can be if you make it that way “Only the big companies use CRM” But all companies need to understand their customers “It’ll cost me way too much” Certain options allow you to minimize costs while getting power of CRM “You go through all this trouble and no one uses it anyway” Biggest concern – many CRM systems don’t work like people do day-to-day “I’ll have to change everything about my business” A good system should be flexible to adapt to you, not require the reverse “I don’t have the technology or the team to make CRM work” Often heard issue event with the big companies – options exist to help you here
- Slides following this slide will go into each bullet. The talking points below will repeat on these individual slides. Know your desired outcomes Am I looking to: Increase sales? Get better information about my customers buying patterns? Track pipeline or opportunities? Measure performance – sales, marketing, service? Know your business and processes Critical to understand and document what makes your business tick…what are your critical processes that drive your sales, marketing and service functions? How are leads routed – or how should they be? What are the three steps that should follow an initial positive sales call with a prospect? The CRM software should be able to adapt to your processes; not vice-versa. Know when to connect with a partner Not all processes are GOOD processes. Sometimes it helps to have a third party in to provide valuable insight from years of broad experience to provide an objective view of your world. While NOT required to use a partner, it can significantly improve your deployment to connect with one of our Microsoft Dynamics CRM partners. Emphasize that partners should be added value by helping get the foundation built: Document sales, marketing and service processes AND ensure MS CRM works the way their business does Bring in experience of other CRM deployments and apply best practices to all engagements Determine needs for “personalization” or deeper customization Training – staff, management Hosting if applicable Help decide about deployment method best for them We’d like to dive deeper into the subject of “deployment choices” and introduce you to our newest CRM offering, Microsoft Dynamics CRM Online Know your deployment options
- Slides following this slide will go into each bullet. The talking points below will repeat on these individual slides. Know your desired outcomes Am I looking to: Increase sales? Get better information about my customers buying patterns? Track pipeline or opportunities? Measure performance – sales, marketing, service? Know your business and processes Critical to understand and document what makes your business tick…what are your critical processes that drive your sales, marketing and service functions? How are leads routed – or how should they be? What are the three steps that should follow an initial positive sales call with a prospect? The CRM software should be able to adapt to your processes; not vice-versa. Know when to connect with a partner Not all processes are GOOD processes. Sometimes it helps to have a third party in to provide valuable insight from years of broad experience to provide an objective view of your world. While NOT required to use a partner, it can significantly improve your deployment to connect with one of our Microsoft Dynamics CRM partners. Emphasize that partners should be added value by helping get the foundation built: Document sales, marketing and service processes AND ensure MS CRM works the way their business does Bring in experience of other CRM deployments and apply best practices to all engagements Determine needs for “personalization” or deeper customization Training – staff, management Hosting if applicable Help decide about deployment method best for them We’d like to dive deeper into the subject of “deployment choices” and introduce you to our newest CRM offering, Microsoft Dynamics CRM Online Know your deployment options
- Know your business and processes What makes your business tick? Document customer-facing functions & roles Expose unnecessary, redundant processes What can be (or should be) automated? CRM system should adapt to your business not vice-versa Workflows, field names, reports should match your business requirements WHAT MAKES YOUR BUSINESS TICK? Critical to understand and document what makes your business tick…what are your critical processes that drive your sales, marketing and service functions? Examples: How are leads routed – or how should they be? What are the three steps that should follow an initial positive sales call with a prospect? Do you have a way of knowing where deals might be “stuck”? Why are our sales team always missing repeat business opportunities? WHAT CAN BE AUTOMATED? The CRM software should be able to adapt to your processes; not require you to adapt to it. It should help you bring consistency to your processes to help ensure repeatability among your team members, new hires, etc. But, not all processes are GOOD processes transition to “partner” topic/slide
- Know when to connect with a partner Not all processes are GOOD processes. Sometimes it helps to have a third party in to provide valuable insight from years of broad experience to provide an objective view of your world. While NOT required to use a partner, it can significantly improve your deployment to connect with one of our Microsoft Dynamics CRM partners. Emphasize that partners should be added value by helping get the foundation built: - Document sales, marketing and service processes AND ensure MS CRM works the way their business does - Bring in experience of other CRM deployments and apply best practices to all engagements - Determine needs for “personalization” or deeper customization - Training – staff, management - Hosting if applicable - Help decide about deployment method best for them We’d like to dive deeper into the subject of “deployment choices” and introduce you to our newest CRM offering, Microsoft Dynamics CRM Online Thousands of Microsoft Dynamics CRM experts with years of experience deploying CRM Not required, typically results in more successful CRM deployment There are many ways partners can help: Assistance with project planning and scoping Leveraging the partner CRM experiences and applying them to you Personalizing software to meet your business processes and requirements Developing and delivering training services to ensure adoption Analysis of technical infrastructure and deployment choices
- Know your deployment options The “Power of Choice” gives you common functionality and the flexibility to choose your deployment method On-premise – manage the IT yourself Most people are familiar with the traditional way: MS CRM On- premise housed within your own IT organization – often in use when: Application and IT control and ownership of application needs to stay within organization Technology investments often in place or willing to make needed capital investments Advance integration needs, usually with multiple business applications (Accounting, ERP, reporting) Needs for significant customizability or organization personalization (specific industry, customized look-and-feel) On-Line – can be further broken down between: - Partner hosted – a third-party manages your specific IT needs Often used where: Organization has outsourced or wants to outsource IT to third party Often a complex, specialized application (e.g. financial management, specific manufacturing area, membership management) Usually comprised of packaged solutions – tailored application, service, support - Microsoft hosted – Microsoft Dynamics CRM Online our newest offering Microsoft Dynamics CRM Online delivers a fast, flexible, and familiar customer relationship management solution for businesses looking to combine the power of online services with the richness of their everyday productivity applications. Let’s have a deeper look at Microsoft Dynamics CRM Online
- Microsoft Dynamics CRM Online delivers a fast, flexible, and familiar customer relationship management solution for businesses looking to combine the power of online services with the richness of their everyday productivity applications. You don’t have to give up functionality based on the deployment method you choose. Re-emphasize: The “Power of Choice” gives you common functionality regardless of deployment method – what you’ve been hearing today about Microsoft Dynamics CRM is available regardless of how you deploy it. The same look-and-feel. You don’t have to compromise because of your deployment choice. Managed data - Microsoft manages both the application (and the necessary infrastructure/overhead) plus securely manages your data so you don’t have to. Essentially, takes on the role of IT for this application and data. Reduced up-front investment- By letting us take on this responsibility, it results in a lower “getting started” cost to you and your business. Monthly fee vs. up-front cash outlay. Usually an operational costs vs. capital investment. On-line access - Microsoft CRM Online lets you get to the application and your data anywhere where you can get access to the web. Move to examples of scenarios when CRM Online makes a great deal of sense to consider
- Play off of the examples noted above for Microsoft Dynamics CRM Online. Many of these could go either on-line or on-premise, but that’s the power of choice at its best. Emphasize that we list these as simple examples to help stimulate your thinking. First block: when to consider CRM Online Looking for rapid, on-line deployment – could be departments with immediate need to automate processes for a handful of sales and marketing people, could be geographical based divisions with a need to communicate to “corporate” but desiring independence from technology Limited/no IT staff - Smaller businesses without IT staff or constrained IT resources. This can be deployed with a person assigned to a CRM admin role to oversee compliance of the software with the business functions. Evaluation projects that may be a proof-of-concept before broader deployment. Allows you to get started with minimal technology infrastructure. Limited technology investments - Even larger organizations may have IT resource limitations or constraints or have not made the full array of technology investments to allow for the rapid adoption of Microsoft CRM. Personalization = making the system work like your business – workflows, nomenclature (client vs. customer), reporting needs. Changes can be made from within the CRM system by CRM administrators. Customization = typically thought of as being wholesale changes to the core application and often requires programming assistance and can be pricey. This is often found to be requested in larger organizations (whether really needed or not) or in very-specific industry segments (high net worth banking clients, insurance sales) Monthly fee - Minimize up-front, hard dollar, asset investments in the form of hardware and software. For CRM Online, you are charged monthly per user. Second block: when on-premise may be a better choice Deep integration -While CRM Online can integrate with external business applications, there are times when deeper integration requiring tight programming connections are needed. You partner can help you here, but if you are trying to make some complex integrations, you might lean toward the on-premise version to allow for a more detailed customization Four walls - Some companies prefer to house their records within their own IT infrastructure; some are willing to “outsource” that function to a secure organization. It’s a business decision. The beauty of Microsoft Dynamics CRM is that it doesn’t have to be a technology decision requiring compromise since you essentially get the same functionality regardless of deployment choice. Infrastructure already in place - Many organizations have already made significant investments in hardware and software and the IT management goals align around maximizing those investments. Again, a business decision, not a technology-based choice. IT staff available – looking to leverage the IT staff and are willing and have the business acumen and experience to manage a business application deployment.
- Microsoft Dynamics CRM Online delivers a fast, flexible, and familiar customer relationship management solution for businesses looking to combine the power of online services with the richness of their everyday productivity applications. You don’t have to give up functionality based on the deployment method you choose. Re-emphasize: The “Power of Choice” gives you common functionality regardless of deployment method – what you’ve been hearing today about Microsoft Dynamics CRM is available regardless of how you deploy it. The same look-and-feel. You don’t have to compromise because of your deployment choice. Managed data - Microsoft manages both the application (and the necessary infrastructure/overhead) plus securely manages your data so you don’t have to. Essentially, takes on the role of IT for this application and data. Reduced up-front investment- By letting us take on this responsibility, it results in a lower “getting started” cost to you and your business. Monthly fee vs. up-front cash outlay. Usually an operational costs vs. capital investment. On-line access - Microsoft CRM Online lets you get to the application and your data anywhere where you can get access to the web. Move to examples of scenarios when CRM Online makes a great deal of sense to consider