GPUG ® Summit 2011 November 8-11 Caesars Palace – Las Vegas, NV What in the World is Microsoft...

GPUG® Summit 2011November 8-11

Caesars Palace – Las Vegas, NV

What in the World is Microsoft Dynamics CRM?

Carl HentschStrategic Business Consultant

NetStandard

GPUG Summit 2011– Las Vegas www.gpug.com

What is CRM

What are the Benefits of CRM Software

What is Microsoft Dynamics CRM

Top Features from Microsoft CRM

How does it work with Dynamics GP

What in the World is Microsoft CRM

What is CRM

"If growth is what you're after, you won't learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you."-- Frederick F. Reichheld

What is CRM

Identify

Understand

Better Provide For

Build a Relationship

Improve Satisfaction

Maximize Profits

Customers

What is CRMIf you don’t better provide for and satisfy your customers,someone else will.

= CHURN

What is CRM

Without a

doubt,

customer

loyalty is a

key driver

profitability.

What is CRM

• CRM isn't CRM unless it affects the customer's experience

• CRM is a strategy, not a project

• CRM should improve ROI

• Technology is a means, not an end

• You want a 360-degree of your customer

Benefits of CRM Software

Active Data

Accessible

Automatic Reporting

Analysis that is Meaningful

Act on Insight

Customer Service

Helping sales

staff close deals

faster.

HigherProductivity

Project Successes

Providing

services and

products that

are exactly

what your

customers

Business Agility

Cross selling

products more

effectively.

Offering better

customer

service while

retaining

existing

customers and

discovering new

Financial Benefits of CRM

Lower Cost of Acquisition

Lower Churn

Increase Customer Lifetime

Automation Reduces Staffing

Requirement

Signs You Need CRM

““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 [Dynamics]

CRM product.”- AMR Research, November 2007

Microsoft Advantage• Achieve high user adoption

• Improve productivity by consolidating customer information

• Reduce training and transition

Microsoft CRM

leads the pack

in Forrester’s

2010 list

of strong and

market leading

CRM products

for mid-size

organizations.

Top Features From Microsoft CRM

How Microsoft CRM works with Dynamics GP

Microsoft Dynamics GP and CRM Data Built In

The following charts and metrics have been created: * Total Estimated Sales * Total Projected Sales * Total Projected Sales Detail * Total Realized Sales * Total Realized Sales Detail * Top Open Opportunities Revenue by Customer * Top Open Opportunities Revenue by Customer Detail * Top Credit Shortages for Open Opportunities by Customer * Top Credit Shortages for Open Opportunities by Customer

Detail * Top Inventory Shortages for Open Opportunities by Item * Top Inventory Shortages for Open Opportunities by Item

Detail * Top CRM Case Count by Customer * Top CRM Case Count by Customer Detail

GPUG® Summit 2011November 8-11

Caesars Palace – Las Vegas, NV

Carl Hentsch

chentsch@netstandard.comBusiness Consultant

NetStandard Inc

GPUG ® Summit 2011 November 8-11 Caesars Palace – Las Vegas, NV What in the World is Microsoft...

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