GPUG ® Summit 2011 November 8-11 Caesars Palace – Las Vegas, NV What in the World is Microsoft Dynamics CRM? Carl Hentsch Strategic Business Consultant

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

http://www.crmtrends.com/books.html#LoyaltyMarketing




What is CRM


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

of

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

want.

Business Agility

Cross selling

products more

effectively.

Offering better

customer

service while

retaining

existing

customers and

discovering new

ones.


Financial Benefits of CRM

Lower Cost of Acquisition

Lower Churn

Increase Customer Lifetime

Value

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

[email protected] Consultant

NetStandard Inc

Documents

GPUG ® Summit 2011 November 8-11 Caesars Palace – Las Vegas, NV What in the World is Microsoft Dynamics CRM? Carl Hentsch Strategic Business Consultant