AP029 Selling Dynamics CRM: The Sales and Productivity
Proof-Points Ross Dembecki / Lead Product Manager
Slide 3
Is a flexible business application that helps organisations
increase business productivity and drive connections across people,
processes and ecosystems xRM Framework Core CRM Sales Productivity
Customer Care Marketing Extended CRM Industry Solutions Custom
Applications AP029: Selling Dynamics CRM: The sales productivity
proof points AP049: Microsoft Dynamics 2011 and the Cloud AP107:
Customer Care Accelerator AP115: xRM Framework: A Faster Way to
Build Business Applications
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Over 1,400,000 users in more than 80 countries with 40+
languages Over 23,000 customers from small to enterprise Over 1,200
software and services partners with new Dynamics CRM competency
Over 100 service providers hosting Dynamics CRM solutions Highest
rated CRM suite by Forrester, Leader Quadrant by Gartner Over
1,400,000 users in more than 80 countries with 40+ languages Over
23,000 customers from small to enterprise Over 1,200 software and
services partners with new Dynamics CRM competency Over 100 service
providers hosting Dynamics CRM solutions Highest rated CRM suite by
Forrester, Leader Quadrant by Gartner Multi-tenant architecture for
cloud and on-premises deployment Regional datacenters in the
Americas, EMEA, and APAC Accreditations: ISO 27001:2005 and SAS 70
Type I and Type II attestations SLA: 99.9% uptime, 24/7 support
Developer symmetry between our cloud and on-premises assets for
integration and extensibility More value for less helps customers
make the most of their investments Multi-tenant architecture for
cloud and on-premises deployment Regional datacenters in the
Americas, EMEA, and APAC Accreditations: ISO 27001:2005 and SAS 70
Type I and Type II attestations SLA: 99.9% uptime, 24/7 support
Developer symmetry between our cloud and on-premises assets for
integration and extensibility More value for less helps customers
make the most of their investments Business at a Glance
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On-premises Systems Cloud Services BrowserPCPhone Winning
Customer Scenarios
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I dont think anybody is offering CRM the way that Microsoft is.
~ Warren Wilson, Ovum Its hard to see significant obstacles to
continued CRM growth over the coming years. ~ Bo Lykkegaard, IDC
Microsoft is going beyond challenging Salesforce.com ~ Nick
Kolakowski, eWeek STRONG MARKET MOMENTUM Buyers also like Microsoft
Dynamics CRMs usability, lower price, and its quick time-to-value
compared with traditional CRM applications. ~ Bill Band, Forrester
Salesforce.com and Oracle CRM On Demand customers within 12 months
of their contract renewal should evaluate Dynamics CRM Online. ~
Rob DeSisto, Gartner
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FORRESTER -Medium Microsoft Dynamics CRM shines by offering
flexibility for large and midsized organisations. ~ Bill Band
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Buyers also like Microsoft Dynamics CRMs usability, lower
price, and its quick time-to-value compared with traditional CRM
applications. ~ Bill Band FORRESTER - Large
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Figure 1: Magic Quadrant for Sales Force Automation
Salesforce.com and Oracle CRM On Demand customers within 12 months
of their contract renewal should evaluate Microsoft Dynamics CRM
Online. ~ Rob DeSisto GARTNER - Sales
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The Power Of Productivity On the road, I need my customer data
on my laptop where I can get to it quickly. By tailoring my tools
and to suit my style, I can get more done. I need to collaborate
with my co-workers around the world the world to close new
business. My goal is personalised service that keeps my customers
satisfied and coming back. I dont have a big IT department, so the
more I can do myself, the better it is for my company.
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Optimise sales resources for the best territory revenue yield
Invest in tools to help salespeople analyse leads and sales
opportunities Evaluate technologies that improve the effectiveness
of salesperson / customer interactions Consider (SaaS) for CRM /
SFA Driving Profitable Business Growth Today's imperative for sales
executives Issues Impacting Sales Profitability 65% of companies
require 6+ months to ramp up new sales reps Only 5.1% of companies
exceed expectations in forecast accuracy Only 63% of companies
report >75% CRM adoption rate Where to Invest "The key to
long-term success is freeing up salespeople to develop and build
customer relationships. Companies focusing on the high-value
activities can expect to increase sales and profitability. Craig
Ulrich, North America East Division Practice Leader Sales
Effectiveness and Compensation, Watson Wyatt Sources: CSO Insights,
Sales Performance Optimization: Core CRM Usage Analysis, 2010 CSO
Insights, Sales Performance Optimization: Sales Management
Analysis, 2010 Gartner, Deploying Sales Force Automation Even in a
Down Economy, Robert Desisto, 2009
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Productivity Is Key to Profitability Efficient, effective
selling drives acquisition, retention of profitable customers Sales
Efficiency Sales Effectiveness High performing sales organizations
spend 30% less time throughout the year on administrative tasks
High performing sales organizations spend 40% more time each year
with their best potential customers Reprinted with permission from
Driving Profitable Sales Growth: 2006/2007 Report on Sales
Effectiveness 2008 Watson Wyatt Worldwide Spending more time with
the right customers and prospects
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The Role of Software Increase the time sales people spend
selling Meeting/Admin Tasks 17% Generating Leads 18% Account
Management 14% Other (Training, Travel) 14% Selling: Face to Face
36% Poor Technology Adoption Inconsistent Sales Processes Inability
to Access Information Unreliable Prospect and Customer Information
Productivity Is Affected by Productivity Is Affected by Poor
processes and technology Sales tools that people actually use
Customer-centric sales processes Anytime anywhere access to people
and information Accurate information, insight that improves
decisions Source: Sales Optimization Survey, CSO Insights,
2010
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Sales Productivity and Performance Critical drivers of
productivity delivered through software Real-time customer
intelligence Optimised selling cycles Connected, collaborative
sales force Actionable business insight
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KNOW YOUR CUSTOMERS REAL-TIME CUSTOMER INTELLIGENCE Real-time
customer intelligence Optimised selling cycles Connected,
collaborative sales force Actionable business insight
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Know Your Customers A complete view shows you the best
opportunities See top recommended contacts and products Stay
connected on the road with mobile solutions Improve planning with
real-time account snapshots
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OPTIMISE SELLING CYCLES DO MORE WITH LESS Real-time customer
intelligence Optimised selling cycles Connected, collaborative
sales force Actionable business insight
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Sales Cycle Time The way sales professionals allocate their
time is criticaleven a couple more hours per week on these key
activities can make a real difference. Reprinted with permission
from Driving Profitable Sales Growth: 2006/2007 Report on Sales
Effectiveness 2008 Watson Wyatt Worldwide Administrative Time
Selling Time Quotes, approvals, and manual processes Customer and
prospect info search Manual data entry and de-duplication Separate
e-mail / calendar management Customer face time Sales opportunity
analysis Collaboration with colleagues Deal closure Optimise
Selling Cycles Selling time is impacted by manual tasks and
inefficient processes
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Optimise Selling Cycles Simplified data input and lead
management Reduce time and minimise data errors with pre-filled
forms and look up fields Use easy search and custom views
Streamline lead distribution through pre- defined workflows
Effortlessly qualify and assign leads
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Optimise Selling Cycles Streamlined sales processes and
approvals Accelerate the sales cycle with automatic routing and
approvals Enable multi-step sales processes (i.e. sales stages)
with advanced workflow Quickly create custom workflows for your
process with logical workflow design for sales teams
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SELL BETTER TOGETHER CONNECTED, COLLABORATIVE SALES FORCE
Real-time customer intelligence Optimised selling cycles Connected,
collaborative sales force Actionable business insight
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Sell Better Together Anytime, anywhere access to people and
information View real-time status and communication with Presence
feature Use integrated telephony, fax, e- mail and calendaring
capabilities in native Outlook client Use embedded social
networking capabilities with Outlook 2010
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Sell Better Together Enhanced collaboration and document
management Share knowledge easily with centralized document
repository Save time by using existing templates, proposals, and
contracts Find information and people quickly with powerful portal
and search capabilities in SharePoint
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FOCUS ON THE RIGHT OPPORTUNITIES ACTIONABLE BUSINESS INSIGHT
Real-time customer intelligence Optimised selling cycles Connected,
collaborative sales force Actionable business insight
Slide 25
Focus on the Right Opportunities Confidence and accuracy is the
key for better decisions Source: CSO Insights, Sales Performance
Optimization, 2010 ~60% of sales executives rate their ability to
conduct accurate sales forecasting as Needs Improvement TargetGoal
TodayToday Forecast Range Sales Time Missing data from lack of user
adoption and use Inaccurate data due to difficulty in using system
Low Forecast Confidence Source: User Survey Analysis: Business
Intelligence, Worldwide 2007: Gartner 40% of sales executives rate
Sales Analytics as one of the top needs for their organisation
Slide 26
I need visibility into our sales forecast and costs.- Sales VP
Focus on the Right Opportunities Configurable dashboards and
reports Enrich data and business intelligence with external data
sources Instantly track sales pipeline, top customers and sales
leaders with configurable dashboards Easily identify most lucrative
or important deals/customers
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Focus on the Right Opportunities Role-tailored data
visualisation Gain real-time view of sales pipeline with in-line
data visualisation Instantly show highest value prospects/leads
with conditional formatting
Slide 28
Sales Productivity and Performance Critical drivers of
productivity delivered through software Real-time customer
intelligence Optimised selling cycles Connected, collaborative
sales force Actionable business insight
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TIPS: MARKETING & SELLING CRM
Slide 30
Digital Strategy Renew & Upgrade Proof & Purchase
Consider & Trial Awareness & Demand Gen Partner Traditional
Marketing Relationship Marketing Offers & Promotions
Investments Readiness Engagement Resources Discovery &
Profiling Sales Resources Proof Points Trials Proof of Concepts
Pricing & Licensing Better Together Close the Deal Deployment
Measurement Retention Grow Marketing & Selling Microsoft
Dynamics CRM 2011 This section will provide a summary of the key
concepts across the entire sales process and will help identify
available resources and tools for you to leverage to prepare to
market and sell Microsoft Dynamics CRM 2011
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Get Your Story Out! #2 SEO Result 12,000 + Followers Tie
Traditional & Online Marketing Together Optimise for Digital
and Social
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You have (non CRM) customers today Begin Account Discovery and
Profiling Work Target SharePoint / Outlook & Exchange / ERP
Users Implement your own referral (bounty) program Align with
non-CRM partners to protect their Microsoft interests Launch an
all-out 30-day trial blitz Balance the BDM / TDM Relationship With
CRM Online, you are often selling to the Business Decision Maker
They dont really care about WLID, XML, email configuration options,
or MAPI They care about how Dynamics CRMs ease of use, familiarity,
and innovation help them sell, market, and service customers The
Technical Decision Maker cant say yes, but they CAN say no Target
Conversations to Decision Makers
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Online Offers that work Online Trials Traditional Offers you
know work for you Leverage the Dynamics Marketplace to help clients
find solutions that expand on the value of Dynamics CRM ISV Offers
Industry Specialisation Partners No charge enhancements Offers That
Work
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In the SaaS space, fast, tactical trials are the new norm
Bringing the Business Decision Maker to a no-charge 30-day trial
quickly can take the deal off the street Allows you the opportunity
to control the account during evaluation Customers should be on a
drip campaign Either individually or as part of a group of
customers on similar timelines Send daily tip or email on making
the most of your 30-day trial Consider weekly customer engagement
via Live Meeting, Chat, or other channel to keep prospects engaged,
to help ensure a positive experience, and to drive accountability
No less than one pre-arranged peer call If you dont have the right
customer, ask around Begin closing no later than day 20 For Online
the Game is Speed to Trial
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Take time in building a bespoke demonstration environment for
your clients Use Import/Export to speed the loading of industry /
market / specific data Include ISV solutions Take the time to load
live prospect information After the demo (or even better, during!)
the demo, turn the system over to the customer The Demo Becomes the
Trial
Slide 36
Explore cross-sell and up-sell opportunities If project is for
sales, what about customer service? If project is for AUS, what
about NZ? If project is for CRM what about BPOS, OCS/UC, etc.? If
project is for Division A, what about Division B? Define Peripheral
Demand
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Customers PAY (ongoing) because they USE it + 24 Hours - First
Contact/Phone Call + 2 days Remote Desktop Support Session + 7 Days
(and each week) Email How-To Tips 0 DAYS60 DAYS90+ DAYS Higher
Up-Sell Increased Customer Retention Increased Customer Referrals
Increased Customer Satisfaction Higher Up-Sell Increased Customer
Retention Increased Customer Referrals Increased Customer
Satisfaction Customer Value Support Investment Best Practices for
Online Deployments
Slide 38
Invite customer to the reference program Invite customer to the
Analyst evidence program Nominate the customer for Case Study, or
Event showcases Promote the decision makers and the solution
internally to extend the tent Turn your customer into a hero
Slide 39
Call To Action Sign-up to be a CSA Fee Partner or a CRM/ERP
Referral Partner Use Dynamics CRM via Internal Use Rights Benefit
Attend CRM Global Readiness Tour: 1 Day 2 Tracks Sydney: October 18
th Melbourne: October 19 th Register Now:
http://bit.ly/CRM2011GRThttp://bit.ly/CRM2011GRT Leverage the
Dynamics CRM 2011/Online Beta Public Beta Customers, partners and
prospects September Released & available for both Online and
on-premises Beta Sign-up -
http://crm.dynamics.com/crm2011betahttp://crm.dynamics.com/crm2011beta
Web: http://crm.dynamics.com Twitter:
@rossd_crmhttp://crm.dynamics.com Web: http://crm.dynamics.com
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