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Driving Productivity with Microsoft Dynamics CRM. Presenter Name Presenter Title Presenter Date. Customers Drive Business Success. Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth . - PowerPoint PPT Presentation
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Driving Productivity with Microsoft Dynamics CRM
Presenter NamePresenter TitlePresenter Date
Customers Drive Business Success
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
But Traditional CRM Vendors Have Failed
“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 implementationfailure rates have not improved, nor have ROI metrics.”
AMR Research, September 2007
Fits Your PeopleThe right user experience for every user role
Now You Can Get CRM That…
Fits Your BusinessConfigures quickly to meet your specific needs
Fits Your EnvironmentDeploys quickly and integrates existing assets
Microsoft’s Vision for CRM
Deliver an easier and more natural user experience
Deliver highly configurable workflow
and analytics
Works the way your business does
Deliver a flexible platform that
simplifies integration
Works the way technology should
Works the way you do
Microsoft CRM at a Glance
• Over 11,000 customers from small to enterprise
• Over 500,000 users in more than 80 countries
• Global network of software and services partners
• Fast, flexible, and affordable
• Full CRM suite of marketing, sales, and service
• Native Office experience for rapid adoption
• Multi-language with more than 25 languages
• Advanced SOA / Web services architecture
Mid-size CompaniesSmall Businesses Large Enterprises
Dynamics CRM: Global Customer Base
Driving Global Customer Success
Nortel relies on the enterprise scalability and performance ofMicrosoft Dynamics CRM for a global deployment of 3,000+ users.
ING configured Microsoft Dynamics CRM to deliver a moreproductive global system for purchasing and vendor management.
MCF deployed Microsoft Dynamics CRM to reduce servicecall times by 80% per call and order entry time by 90%.
Equinox uses Microsoft Dynamics CRM to drive its sales processes,with staff productivity up 8% and manager productivity up 5%.
Cold Stone Creamery runs their membership club on MicrosoftDynamics CRM, saving millions of dollars over three years.
Mitsubishi Caterpillar
Microsoft Dynamics CRM Suite
Full CRM suite capabilities and application flexibility-Interactions-Marketing-Sales-Service-xRM-Business Process-SOA-Flexible Deployment
Fast, Productive Sales Management
• Familiar interfacedrives user adoption and increased productivity
• Workflow-drivensales processesensure consistencyand efficiency
• Full spectrum of sales intelligence capabilities provides insight and accurate forecasts
Drive Fast and Productive Sales
A lead is created withthe appropriatesales workflow.
The lead is automaticallyrouted to inside salesto qualify and assign.
The lead is passed to the right sales person to
close the opportunity.
A prospect requestsmore information
via the web.
Fast, Consistent Customer Service
• Comprehensive customization and core platform capabilities ensures business agility
• Advanced workflow ensures consistency or service experience
• Complete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling
Drive Fast and Consistent Service
The service case is created with an appropriate
service workflow.
The lead is automaticallyrouted to the
best available agent.
Service requests comein via phone, web,or other channels.
The knowledge baseis searched and solutions are
suggested.
Fast, Effective Marketing Management
• Intuitive segmentation tools drive superior target selection
• Workflow-driven processes increasereach and relevancy
• Seamless tracking of cross-channel communications saves time and money
Drive Fast and Effective Marketing
A new campaign is budgeted, approved,
targeted, and executed across multiple channels
Campaign responsesare captured;ROI is tracked
and reported continuously
The Power of Choice for Software + Service
• Choose how you USE IT - Outlook, browser, mobile
• Choose how you GET IT - Software or service
• Choose how you BUY IT - Own it or rent it
• CHANGE it any time as your business needs change
Why Choose Microsoft CRM?
““Buyers also like Microsoft Dynamics CRM’susability 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
DISCUSSION
APPENDIX
Dynamics CRM for Small Business
• Microsoft Dynamics CRM delivers solutions for thousands of small businesses around the world
• Key requirements:
• Easy, intuitive user experience for Outlook and Internet Explorer
• Integrated marketing, sales, and service capabilities
• Easy configuration of reports, workflow, and more
Small Businesses
Dynamics CRM for Midsize Companies
• Microsoft Dynamics CRM delivers solutions for thousands of midsize companies around the world
• Key business and IT requirements:
• Easy, intuitive user experience for Outlook and Internet Explorer
• Integrated marketing, sales, and service capabilities
• Easy configuration of screens, workflow, and data model
• Web services integration
Mid-size Companies
Dynamics CRM for the Enterprise
• Microsoft Dynamics CRM delivers solutions for hundreds of large enterprises around the world
• Key business and IT requirements:
• Role-tailored user experience
• Easy configuration of screens, workflow, and data model
• Web services integration
• Flexible SOA platform
• Enterprise scalability
Large Enterprises
Microsoft Dynamics CRM Business Architecture