Обзор Акселераторов для Microsoft Dynamics CRM


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Обзор Акселераторов для Microsoft Dynamics CRM

  1. 1. Acceleratorsfor Microsoft Dynamics CRM<br />
  2. 2. Microsoft Dynamics CRM Accelerators<br />Workflow Productivity<br />CRM Event Notifications<br />Extended Sales Forecasting<br />Sales Methodology<br />Enterprise Search<br />Event Management<br />eService<br />Analytics<br />Partner Relationship Management (PRM)<br />Social Networking<br />Portal Integration<br />
  3. 3. Accelerate Your Business<br />Streamlined deployment and seamless integration with Microsoft Dynamics CRM help you get up and running quickly, and without adding undue complexity to your IT environment.<br /><ul><li>Continued Innovation
  4. 4. Enhanced CRM functionality
  5. 5. Shared source
  6. 6. No-cost
  7. 7. Integrated
  8. 8. Guidance</li></li></ul><li>Accelerator Components<br />
  9. 9. Accelerate Your Business with Analytics<br />ACCELERATOR BENEFITS<br />BUSINESS ISSUES<br /><ul><li>Plan with greater clarity and insight
  10. 10. Gather, monitor, and report on performance with ease
  11. 11. Analyze data and act strategically
  12. 12. Difficult to share, use, and explore customer data
  13. 13. Multiple inconsistent data sources
  14. 14. Inaccurate sales, marketing and service reports</li></li></ul><li>Analytics Accelerator<br />Turn your customer data into actionable insight with easy to use reporting, analytics, and dashboards.<br />Analytics Capabilities<br /><ul><li>Key performance indicators (KPI’s)
  15. 15. Scorecards/Dashboards
  16. 16. Data visualization
  17. 17. Financial impact tools
  18. 18. Out-of-the-box reports
  19. 19. Easy report customization</li></li></ul><li>Accelerate Your Business with Enterprise Search<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Deliver a single Enterprise search tool
  20. 20. Provide the right information to the right people
  21. 21. Maintain consistent access and authorization
  22. 22. Disparate data sources throughout the organization
  23. 23. Different people have different needs
  24. 24. Inconsistently applied security policies</li></li></ul><li>Enterprise Search Accelerator<br />Find, view, and act on CRM data more easily across the enterprise.<br />Enterprise Search<br /><ul><li>Find CRM data through SharePoint search
  25. 25. Consistent data security
  26. 26. Edit CRM entities through SharePoint</li></li></ul><li>Accelerate Your Business with Sales Methodology<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Empower sales reps with premier sales methodologies
  27. 27. Track and exceed sales projections, grow revenue
  28. 28. Enable high performance consistency
  29. 29. Not meeting revenue goals
  30. 30. Inconsistent sales process
  31. 31. Unbalanced sales force performance</li></li></ul><li>Sales Methodology Accelerator<br />Provide a holistic sales approach with leading sales methodology vendor solutions. <br />Sales Methodology<br />Integration tools and<br />documentation for:<br /><ul><li>Target Account Selling (TAS)
  32. 32. SPI Solution Selling
  33. 33. Miller Heiman (Gold Sheet, Blue Sheet, Green Sheet)</li></li></ul><li>Accelerate Your Business with Extended Sales Forecasting<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Spend more time selling, not managing goals
  34. 34. Improve decision making with accurate forecasting
  35. 35. Achieve a proactive and strategic sales approach
  36. 36. Goal/quota tracking cumbersome
  37. 37. Lack of confidence in sales forecast
  38. 38. Reactive approach to sales</li></li></ul><li>Extended Sales Forecasting Accelerator<br />Improve the efficiency and accuracy of your sales goals and forecast. <br />Forecasting Capabilities<br /><ul><li>Effortless goal creation and management
  39. 39. Track individual, team or all-up goals
  40. 40. Automate laborious manual tasks
  41. 41. Instantly generate goal based forecasts</li></li></ul><li>Accelerate Your Business with CRM Notifications<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Efficiently deliver information relevant to business roles
  42. 42. Deliver subscription based information
  43. 43. Empower users to be proactive
  44. 44. Slow and cumbersome data access
  45. 45. End-users required to access CRM systems continuously
  46. 46. CRM users are reactive and inefficient</li></li></ul><li>CRM Notifications Accelerator<br />Stay informed of business developments by subscribing to events that are relevant.<br />CRM Notifications<br /><ul><li>Event subscription
  47. 47. Automatic delivery
  48. 48. Flexible delivery and reading options</li></li></ul><li>Accelerate Your Business with Workforce Productivity<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Business auditing tools
  49. 49. Better apply consistent processes
  50. 50. Productivity tools to fit your business
  51. 51. Lack of business auditing
  52. 52. Complex and inefficient processes
  53. 53. Inconsistent marketing, sales, and service execution</li></li></ul><li>Workforce Productivity Accelerator<br />Enhance business productivity across your business<br />Workforce Productivity<br /><ul><li>Sales process automation
  54. 54. Business data auditing
  55. 55. Customer reference program
  56. 56. Complaints management </li></li></ul><li>Accelerate Your Business with Event Management<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Improve productivity of event staff
  57. 57. Capture end-to-end event data and leads
  58. 58. Report on event ROI and improve event decision-making
  59. 59. Poor capture and retention of customer information
  60. 60. Difficult event communication and execution
  61. 61. Inability to track event performance</li></li></ul><li>Event Management Accelerator<br />Improve attendance, track leads, and reduce costs through better event planning and execution.<br />Event Mgmt Capabilities<br /><ul><li>Quick event creation
  62. 62. Process management and automation
  63. 63. Simple registration
  64. 64. Attendee tracking
  65. 65. Event analytics and reporting</li></li></ul><li>Accelerate Your Business with eService<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Deliver superior multi-channel service 24 x7
  66. 66. Control costs by empowering customers to help themselves
  67. 67. Enable teams to work more productively
  68. 68. Limited interaction channels for customers
  69. 69. Escalating contact center costs
  70. 70. Overworked and reactive customer service reps</li></li></ul><li>eService Accelerator<br />Improve customer satisfaction and loyalty by delivering multi-channel customer service.<br />eService Capabilities<br /><ul><li>Profile management
  71. 71. Case management
  72. 72. Knowledge base search
  73. 73. Service scheduling
  74. 74. Portal management</li></li></ul><li>Accelerate Your Business with Partner Relationship Management (PRM)<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Holistically track and manage partners
  75. 75. Achieve streamlined lead and opportunity management
  76. 76. Identify most valuable partners
  77. 77. No central repository for partner information
  78. 78. Unable to track or leverage partner related revenue opportunities
  79. 79. Hard to measure partner performance</li></li></ul><li>PRM Accelerator<br />Better manage and maximize the potential of your partner base.<br />PRM Capabilities<br /><ul><li>Holistic partner view
  80. 80. Effortless segmentation
  81. 81. Rich portal framework
  82. 82. Seamless lead and opportunity tracking
  83. 83. Partner focused analytics and reporting</li></li></ul><li>Accelerate Your Business with Social Networking<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Seamlessly track Twitter conversations in Dynamics CRM
  84. 84. Enrich your customer data with Online details
  85. 85. Analyze and identify key Online trends
  86. 86. Lack of insight into Online conversations
  87. 87. Difficulty in extracting business value from Social Networking
  88. 88. Hard to measure impact of Social Networking</li></li></ul><li>Social Networking Accelerator<br />Better track and extract business value from Twitter.<br />Social Networking Capabilities<br /><ul><li>Manage Tweets within Dynamics CRM
  89. 89. Know online influence of customers
  90. 90. Convert Tweets to contacts/lead/cases
  91. 91. Track online sentiment by topic
  92. 92. Pinpoint trends via pre-built analytics</li></li></ul><li>Accelerate Your Business with Portal Integration<br />BUSINESS ISSUES<br />ACCELERATOR BENEFITS<br /><ul><li>Easily publish/extend CRM features
  93. 93. Provide solutions that empower and serve
  94. 94. Build multiple portal solutions on one platform
  95. 95. Unable to extend CRM functionality externally
  96. 96. Lack tools to empower partners, agents, etc.
  97. 97. No consistent portal framework</li></li></ul><li>Portal Integration Accelerator<br />Provide the Foundation for Your Portal Solutions<br />Portal Integration Capabilities<br /><ul><li>Deploy audience specific features
  98. 98. Robust security framework
  99. 99. Central management via Config Console
  100. 100. Publish any entity via Web interface
  101. 101. OOB Web-to-Lead capability</li></li></ul><li>Accelerate Your Business Now<br />Download accelerator packs at http://www.codeplex.com/crmaccelerators<br />Accelerators for Microsoft Dynamics CRM 4.0 are released at no cost.<br />Review the licensing implications for each accelerator (e.g. if you implement the portals then you will require an external connector license). Documentation will be provided with each accelerator discussing specific licensing requirements.<br />Work with your partner to fit to your business<br />
  102. 102. Event Management<br />
  103. 103. Event Management Summary<br /><ul><li>The Event Management Accelerator is a new set of capabilities based on the Portal Integration Accelerator
  104. 104. That allows organizations to seamlessly set up, manage and optimize events
  105. 105. And then effortlessly track all responses and leads from those events to maximize revenue opportunities. </li></li></ul><li>Accelerate Your Business With Event Management<br />Optimize event strategy and investment priorities<br />Drive new leads and maximize event revenue opportunities<br />Reduce event costs by automating manual tasks<br />Attain end-to-end visibility throughout event lifecycle<br />Understand event ROI to improve decision-making<br />
  106. 106. Functional Overview<br />Plan<br />Easily plan, execute, and review events<br />Effortlessly manage invitations, registrations and attendance<br />Adeptly track venue, presenters and target audience<br />Seamlessly track responses and leads in one central repository<br />Measure<br />Analysis &Reports<br />Planning& Budgeting<br />Responses &<br />Attendance<br />Registration & Data Capture<br />Register<br />Execute<br />Track<br />Communications and Workflow<br />
  107. 107. Event Planning<br />Effortless Event Planning <br />Key Points<br /><ul><li>Event planning and creation right from Dynamics CRM
  108. 108. Full budget and financial details
  109. 109. Logistics planning including venue, tickets and wait-list limits</li></li></ul><li>Event Registration<br />Streamlined Registration Process<br />Key Points<br /><ul><li>Pre-built landing pages and forms for easy Web registration
  110. 110. Automatic registration confirmations
  111. 111. Intelligent data capture and association</li></li></ul><li>Event Execution<br />True 360 Degree Visibility <br />Key Points<br /><ul><li>Full attendee, sponsor, speaker, session, venue and facilities details
  112. 112. Pre-built event workflows automate laborious tasks
  113. 113. Effortless personalized outbound communications (emails, invitations, etc.)</li></li></ul><li>Event Tracking<br />Effortless Response and Attendance Tracking<br />Key Points<br /><ul><li>Complete interaction history at your fingertips
  114. 114. One-click response management
  115. 115. Real-time registration, cancellation and attendance counts</li></li></ul><li>Event Analysis and Optimization<br />Robust Reporting and Analysis<br />Key Points<br /><ul><li>Multitude of out-of-box event reports
  116. 116. Easy delta analysis against registrations, attendance and cancellations
  117. 117. Revenue tracking and ROI analysis enable event optimization</li></li></ul><li>eService Accelerator<br />
  118. 118. eService Accelerator Summary<br />The <br />TheeService Accelerator provides a self-service portal, fully integrated into Microsoft Dynamics® CRM customer service, so your customers can view and edit their personal information, open a service case, search for a solution, and schedule services in a time frame that meets their needs and at their convenience.<br />
  119. 119. Accelerate Your Business With eService<br />Increase customer satisfaction for those customers who want self-service capabilities<br />Improve customer service levels while reducing costs<br />Increase customer loyalty by accelerating issue resolution and scheduling efforts<br /> Understand customer preferences and costs across all communication channels<br />
  120. 120. Seamless Management of 24/7 Self-Service<br /><ul><li>Based on Portal Integration Accelerator
  121. 121. Allow customers to manage their profile
  122. 122. Give customers access to the knowledge base and scheduling calendar
  123. 123. Customers submit cases and monitor status
  124. 124. Portal tracks activities and notifies relevant people</li></ul>Build<br />Track<br />Portal Auditing & Notifications<br />Portal Management<br />Online Case Management<br />Online Profile Management<br />Manage<br />Online Knowledge Base & Scheduling<br />Resolve<br />Empower<br />
  125. 125. eService Features<br /><ul><li>Portal setup and management
  126. 126. Centralized data storage
  127. 127. Connected to Microsoft Dynamics CRM</li></ul>Portal Management<br />Build<br /><ul><li>Profile field management (view/edit rules)
  128. 128. Customer access to view and edit details
  129. 129. Real-time customer access</li></ul>Online Profile Management<br />Manage<br /><ul><li>Searchable knowledge base for self-help
  130. 130. Service scheduling calendar access
  131. 131. Self-help guidance</li></ul>Online KB & Scheduling<br />Empower<br /><ul><li>Online case creation and monitoring
  132. 132. Case status and resolution
  133. 133. Customer service agent communication rules</li></ul>Case Management<br />Resolve<br /><ul><li>Self-service portal automatic auditing
  134. 134. Automatic notifications and delivery
  135. 135. Monitor self-service activity</li></ul>Auditing & Notifications<br />Track<br />
  136. 136. eService Screenshots<br />
  137. 137. PRM<br />
  138. 138. Growing Importance of PRM<br />Growing Importance of Partners<br />Surging PRM Market<br /><ul><li>65% of revenue in global 200 enterprises will be driven or influenced by partners.
  139. 139. Profitable VARs will generate at least 50% of sales from services, 30% from software and less than 20% from hardware.
  140. 140. 70% of midsize VARs will generate at least 50% of revenue selling to, through, and with other VAR, SI, ISVs and service providers.</li></ul>Source: Gartner, Accenture Research and CSO Insights<br />Industry<br />Source: Gartner Market Focus: The Future of the IT Channel 2005-2010<br />
  141. 141. PRM Market Segmentation<br />
  142. 142. Our View on PRM<br />PRM is:<br /><ul><li>A central repository for partner related information.
  143. 143. A solution that allows companies to better track, manage and leverage their partners (primarily sales partners).
  144. 144. A solution (portal) that allows partners to effectively engage with the company via an interactive portal framework.</li></li></ul><li>Accelerate Your Business with PRM<br />More effectively capitalize on partner revenue opportunities<br />Reduce partner management costs by automating manual tasks<br />More accurately forecast and measure partner performance<br />Increase partner loyalty by improving “ease of doing business”<br />
  145. 145. PRM Accelerator Functional Overview<br />Understand<br />Measure<br />Holistically track and manage partners<br />Leverages Portal Integration Accelerator<br />Effectively allocate leads and jointly sell with partners<br />Better measure performance of partners<br />Partner Details<br />and Skill Sets<br />Analysis &Reports<br />Deal Reg. & Joint Selling<br />Segmentation and Queries<br />Segment<br />Enable<br />Sell <br />Portal Features and Training<br />
  146. 146. Understand Your Partners<br />Have Complete Partner Details at Your Fingertips<br />Key Points<br /><ul><li>Full partner account and contact details
  147. 147. Detailed information on skills, training and resources
  148. 148. Certification and accreditation information</li></li></ul><li>Segment Your Partners<br />Identify Your Key Partners<br />Key Points<br /><ul><li>Point-and-click segmentation tools
  149. 149. Segmentation by Geo, industry, product, etc.
  150. 150. Identification of high value partners</li></li></ul><li>Enable Your Partners<br />Empower Your Partner via Rich Portal Features<br />Key Points<br /><ul><li>Partners can easily view/update profile, contact details, etc.
  151. 151. Partners able to easily submit requests, download documents
  152. 152. Partners can instantly register deals, update opportunities</li></li></ul><li>Sell With Your Partners<br />Seamlessly Allocate Leads and Close Deals<br />Key Points<br /><ul><li>Lead pooling and allocation (“Shark Tank”)
  153. 153. Assignment of new opportunities to partners
  154. 154. Full view of active opportunities by partner </li></li></ul><li>Measure Your Partners<br />Holistically Track Your Partner’s Performance<br />Key Points<br /><ul><li>Intuitive out-of-box partner reports
  155. 155. Pre-built revenue and performance tracking
  156. 156. Robust custom report and ad-hoc analysis capabilities</li></li></ul><li>Social Networking<br />
  157. 157. Growing Importance of Social Networking<br />Surging Growth of Social Networking<br />The Importance of Connecting with the Social Customer<br />Adam Sarner, Gartner analyst, contends that in social networking, “CRM is where you are going to see the ROI in the business model as opposed to anywhere else. It’s all about connecting and engaging in new ways with customers.”<br /><ul><li>Over 8 million Twitter users and fastest growing online site
  158. 158. 36 million LinkedIn users
  159. 159. 200+ million Facebook users</li></ul>Industry<br />
  160. 160. Social Networking Accelerator Summary<br />The <br />TheSocial Networking Accelerator allows organizations to better track and leverage online conversations and data. The first such Social Networking Accelerator, allows organizations to initiate and track Twitter conversations from within Microsoft Dynamics CRM, apply them to meaningful business scenarios and identify key trends and patterns that impact their business. <br />
  161. 161. Accelerate Your Business with Social Networking<br />Effectively connect with the “Social Customer”<br />Identify online conversations that impact your business<br />Enrich and enhance existing customer data with online relevancy<br />More effectively capitalize on online revenue opportunities<br />Track market reaction and identify key trends<br />
  162. 162. Social Networking Accelerator Functional Overview<br />Monitor<br />Analyze<br />Proactively monitor relevant online conversations<br />Enrich your customer data with online profiles<br />Take advantage of real-time opportunities<br />Identify key trends and insights<br />Online Conversations<br />Reactions and Trends<br />To Contact, Leads and Cases<br />With the Social Customer<br />Interact<br />Rate<br />Convert<br />Resonance and Influence<br />
  163. 163. Monitor Online Conversations<br />Proactively Track Relevant Online Conversations <br />Key Points<br /><ul><li>Track Tweets right within Dynamics CRM
  164. 164. Filter Tweets by account, status, topic
  165. 165. Automate updates of pre-selected Tweets/statuses</li></li></ul><li>Interact with Social Customers<br />Effortlessly Engage with Prospects/Customers Online<br />Key Points<br /><ul><li>Author and initiate Tweets within Microsoft Dynamics CRM
  166. 166. Instantly respond to Tweets with just a click
  167. 167. Leverage embedded Twitter profile for greater business context</li></li></ul><li>Rate Online Influence<br />Instantly Track Twitter Resonance and Influence <br />Key Points<br /><ul><li>Track Tweets by sentiment (positive, negative, etc.)
  168. 168. Instantly see online follower count by Contact
  169. 169. Track reception/significance of specific topic/status </li></li></ul><li>Convert Into Action<br />Convert Tweets Into Actionable Business Value<br />Key Points<br /><ul><li>Instantly convert Tweets to Contacts, Leads or Cases
  170. 170. System automatically associates Twitter data to CRM record
  171. 171. Easily trace back point of origin for contact/lead/case </li></li></ul><li>Analyze Reactions and Trends<br />Identify Key Trends and Insights for More Informed Decisions<br />Key Points<br /><ul><li>Follow message effectiveness, conversation history
  172. 172. Track follower count, “champions” over time
  173. 173. Monitor key metrics via Social Networking Dashboard</li></li></ul><li>CRM ACCELERATORS<br />Technical Summary<br />
  174. 174. Analytics Accelerator – Technical Overview<br />Components<br /><ul><li>Dashboard reports – Sales, Service and Marketing (SSRS)
  175. 175. SSRS reports for SQL Server 2005 and SQL Server 2008
  176. 176. Simple OLAP cube
  177. 177. Complex OLAP cube
  178. 178. Predictive analytics examples
  179. 179. PerformancePoint Scorecards for Sales and Service</li></li></ul><li>eService – Technical Overview<br /><ul><li>Customization of Contact entity
  180. 180. 4 new custom entities:
  181. 181. Portal configuration, Portal transaction audit
  182. 182. 7 Workflow definitions:
  183. 183. Web account signup and changes
  184. 184. Web portal transaction auditing
  185. 185. Auto acknowledgement to web portal transactions
  186. 186. 1 WF Assembly for web signup
  187. 187. 12 ASP.NET user controls for web self-service portal
  188. 188. Sample eService portal
  189. 189. ISV pages for portal configuration
  190. 190. ASP.NET Membership provider used for web account management</li></ul>Components<br />
  191. 191. Event Management – Technical Overview<br /><ul><li>Customization of Campaign & Campaign Response entities
  192. 192. 11 new custom entities:
  193. 193. Venue, Room, Session, Speakers, Event Team, Packages, Group Allocations
  194. 194. 4 Workflow definitions:
  195. 195. Event setup
  196. 196. Registration acknowledgement emails
  197. 197. 1 Plugin for registration management
  198. 198. 2 ASP.NET user controls for web registration portal
  199. 199. Sample registration portal
  200. 200. 3 custom reports:
  201. 201. Attendee name badges
  202. 202. Registered attendee list
  203. 203. Event performance report</li></ul>Components<br />
  204. 204. Enterprise Search – Technical Overview<br />Components<br /><ul><li>MOSS Business Data Catalog (BDC) definition file which covers all standard OOB MSCRM entities
  205. 205. Advice and guidance whitepaper on how to customize the standard BDC definition file to suit a customized data model
  206. 206. Utility program which reads MSCRM metadata and updates the BDC definition file before registering with MOSS</li></li></ul><li>CRM Notifications – Technical Overview<br />Components<br /><ul><li>2 custom ASP.NET Pages
  207. 207. 1 custom .NET assembly
  208. 208. Sitemap modifications with custom JavaScript to call the relevant ASP.NET pages</li>