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Microsoft Dynamics CRM
Sales @ Night
23/10/08
Being inventive ….
Agenda
• Intro - Siska
• Market information - Frederik
• Market survey - Frederik
• CRM new cases - Frederik
• Lead qualification - Ben
• ROI tools / discussion - Ben
• Competing against Salesforce.com - Ben
• Product update - Siska
• Circle Of Success - Tom
Market information
Frederik Everaert
The Forrester Wave : Enterprise CRM Suite
The Forrester Wave: Enterprise CRM Suites, Q3 2008
Executive Summary
Siebel and SAP maintain their status as Leaders with comprehensive functionality and much improved usability.
Microsoft, Salesforce.com, RightNow, and Oracle CRM On Demand have improved their credibility as enterprise-class solutions and have graduated into the Leaders group. The latter vendors all get high marks for ease-of-use and quick time-to-value.
Trends within Enterprise segment (1):
• Larger players have acquired smaller vendors to gain access to customers and fill in product gaps. F.e. Oracle + PeopleSoft (2005) + Siebel (2006).
• Traditional MM CRM vendors now with modern architectures and new deployment options. F.e. Microsoft CRM + desktop & business applications
• SaaS and open source options and challenges. F.e. SAP, Siebel, Microsoft
The Forrester Wave : Enterprise CRM SuiteTrends within Enterprise segment (2):
• Desire for more user-friendly applications is driving interest in CRM application upgrades as vendors make better UIs available in new releases. F.e. SAP, Siebel; Microsoft + Outlook
• New approaches to upgrading customer data integration (CDI) and intelligence. By combining operational data, streamlining customer data management processes, and presenting a single view of the customer, CDI allows CRM professionals to manage compliance, improve customer interaction efficiencies, and focus on customer experience management. F.e. SAP + Business Objects (2007), Oracle + Hyperion (2008)
• Various mobile CRM solutions — with different price tags. For sales, sales, sales. Cross-market solution providers like Microsoft, Oracle, Salesforce.com, and SAP offer apps that can be used on handhelds as part of their CRM solutions.
• Emerging social consumer behavior: community-based interactions, intra-organization and customer collaboration (flexible architect solutions). “CRM 2.0, social CRM, collaborative CRM.”
The Forrester Wave : Enterprise CRM Suite
The Forrester Wave : Enterprise CRM Suite
Source: 2008, Forrester Research Inc
The Forrester Wave : Enterprise CRM SuiteMicrosoft Dynamics CRM - Vendor profile by Forrester:
- Flexibility
- Desktop applications strength
- More-robust business applications
- Strategy for growth: choice of deployment (+ same code & migration), flexible user interface, choice of payment options, and a strong partner community.
- Buyer interest already high in SMB and growing in Enterprise segment
- Sound capabilities in sales, marketing, and customer service
- Extensive network of ISVs to develop industry solutions on Microsoft’s Dynamics platform.
- Microsoft infrastructure equals lower TCO in buying and managing business technologies
- Buyers like Microsoft Dynamics CRM's usability, lower price, and its quick time-to-value compared with traditional CRM applications.
The Forrester Wave : Midmarket CRM Suite
The Forrester Wave: Midmarket CRM Suites, Q3 2008
Executive Summary
Oracle's Siebel CRM Professional Edition and CRM On Demand products, Microsoft Dynamics CRM, RightNow CRM, and Salesforce.com led the Midmarket CRM pack: strong sales force automation and usability capabilities.
Right behind the Leaders is a crowded group of Strong Performers including SageCRM, Selligent, Sugar Enterprise and Sage SalesLogix.
The Forrester Wave : Midmarket CRM Suite
The Forrester Wave : Midmarket CRM Suite
Source: 2008, Forrester Research Inc
The Forrester Wave : Midmarket CRM SuiteMicrosoft Dynamics CRM - Vendor profile by Forrester:
- Established major CRM player thanks to deep capital investment, a formidable strategy, and strong branding.
- The product is strong in SFA, internationalization, and usability.
- Sales analysis tools, opportunity management, and setup & configuration capabilities are the application's key SFA strengths.
- Arguably its greatest strength is its native Microsoft Office user experience. The solution is set up to look, feel, and function like Outlook.
- The product also is available in multiple deployment options and is attractively priced below many of the alternative products in the market.
- The solution is built on the Microsoft .NET framework and integrates seamlessly with other Microsoft productivity tools, like Office, Outlook, and SharePoint.
- Microsoft Dynamics CRM is best suited for organizations that are Microsoft-technology-centric for their business applications and technology stack and that desire flexibility and choice for their method of application deployment.
Gartner CRM Summit (Sept ’08)
Sept 8-10, Washington DCMicrosoft Dynamics CRM was a Premier Sponsor at the annual Gartner CRM Summit. Over 400 Snr. Level Managers, Directors and Executives attended. Microsoft Dynamics CRM, in partnership with Avanade, led the way with The Power of Choice.
Customer Sessions to present CRM 4.0 and CRM Online customer references to potential and existing customers.
Expo Floor: Microsoft Dynamics CRM was on prominent display through branding, video loops and solution demonstrations. With hand off to Dynamics CRM and Avanade solution experts taking place upon engagement.
VIP Dinner: Microsoft in partnership with Avanade, hosted an exclusive VIP Dinner for prospective and existing Dynamics CRM customers.
We achieved a 100% touch rate through our ad in the conference guide and a Gartner distributed email blast.
Gartner CRM Summit (Sept ’08)
Analyst 1:1s – 13 noted Gartner analysts were targeted for WW & US Field engagement. Included among the analyst focuses were Customer-Centric CRM, Customer Experience, Contact Center Workforce Optimization, and Software Markets.
1:1 Meeting Room - Premier sponsors were provided meeting rooms on the show floor for customer engagements, for solution demos and 1:Few meetings.
Gartner and Peppers & Rogers Group announced the 1:1 Excellence awards during the Summit. These awards are about the customers, and it’s great to see our customers take the top 2 spots:
Gold: Equinox Fitness (Dynamics CRM customer)
Silver: The Linc Group (Dynamics CRM customer)
Bronze: Mortgage Lenders of America (other)
Market survey
Frederik Everaert
Installed Base - Main Functional Area
Opportunity Matrix
Opportunity Matrix
CRM Total Software Revenue Belgium 2006-2011 (license and maintenance)
Source: Gartner, (Sept 2007)
0
10
20
30
40
50
60
70
80
2006 2007 2008 2009 2010 2011
Total Software Revenue ($ Millions)
11% CAGR between 2006/2011
Sales Marketing
Customer data mining
Direct mail marketing
Marketing resource mgmt.
Affinity marketing
Word of mouth marketing
Online communities
Web analytics & advert mgmt
Marketing performance measurement
What Will Be Hot in 2008: CRM Application Priorities
Inbound marketing
Privacy management
Lead management
B2B & partner marketing, promotion mgmt.
Sales analytics
Order management
Sales configuration
B2B e-commerce PRM
Incentive compensation
Proposal generation
Mobile and wireless
Forecasting or pipeline
SaaS SFA
Price management
Open-source SFA
Lead management
Sales performance mgt
E-mail and SMS marketing
Customer Data Integration Business Process Management Industry-Specific SOA
Workforce optimization
Feedback/engagement mgmt.
Mobile field service
Process-driven CSS apps.
Desktop productivity tools
Metrics, BI, analytics
VoIP contact center
WAH outsourcing
Web chat
Online communities
Customer Service
Speech recognition
Knowledge-enabled search and service resolution
App. on-demand CSS
Popular CRM Technologies During Economic Good and Bad Times
2003
2005
2007
2009
2011
1. Self-service2. BPO3. E-Commerce
1. SOA2. Analytics3. CDI
1. SaaS2. Marketing Automation3. Analytics
1. Self-service2. BPO3. E-Commerce
1. Analytics2. Communities3. CRM/BPP
1. Communities, Virtual World2. CRM/BPP3. Mobile
CRM new cases
Frederik Everaert
CRM new cases - Internationally
• Source internationally: http://www.microsoft.com/casestudies
CRM new cases - Internationally
CRM new cases - Belux
• Source Belux: http://www.microsoft.com/belux/nl/cases
CRM new cases - Belux
CRM new cases – Dynamics CRM Belux
• Source: http://www.microsoft.com/belux/nl/dynamics/crm
Lead Qualification
Talking about ROI …
Competition : Salesforce.com
What’s Next ?
Statement of Directions
BETWEEN NOW ANDMICROSOFT DYNAMICS CRM “5”
MOBILITY
Delivering on market and customer needs
Reach Client(HTML) Windows Mobile BlackBerry
Available through TenDigits (marketing alliance)
Rights to promote TD Mobility as part ofMS Marketing materials and messaging
Inclusion in broad CRM & Windows Mobile Campaigns
CRM Mobile Marketing Collateral and demo materials to MS field
TD Release of WM & Yona support by July 31.
TD will adjust current price points to reflect theirexpectation for higher volume
Fully supportedCRM Mobile Express
Originally planned to be released on Codeplex as shared source.
Plans changed to:
Beta Release: Q3 CY09Supported Release: Q3 CY09
Microsoft Confidential 35
ACCELERATORS
FOR
MICROSOFT DYNAMICS CRM 4.0
Accelerators for Microsoft Dynamics CRM
• Analytics
• eService
• Event Management
• Enterprise Search
• Sales Methodologies
• Extended Sales Forecasting
• CRM Notifications
• Business Productivity
Analytics
WHAT IS IT?
Extended BI for Microsoft Dynamics CRM 4.0Delivers sales, service and operations dashboards
PARTNER BENEFITS
Drive business insights to generate new services revenueDeliver that compelling BI demoUse as tie-breaker in competitive situations
ALLOWS USERS TO
View rich scorecards through SSRS, SharePoint and PerformancePoint ServerBrowse pre-built OLAP cubes for deeper analysis
Screenshot slide(s)
Screenshot slide(s)
Screenshot slide(s)
Screenshot slide(s)
Analytics – Technical Overview
Components
Dashboard reports – Sales, Service and Marketing (SSRS)
SSRS reports for SQL Server 2005 and SQL Server 2008
Simple OLAP cube
Complex OLAP cube
Predictive analytics examples
PerformancePoint Scorecards for Sales and Service
Business Productivity
WHAT IS IT?
Collection of time-saving productivity customizations for Microsoft Dynamics CRM 4.0
ALLOWS USERS TO
Conduct business data auditingSales, Service and Marketing workflows
PARTNERBENEFITS
Deliver customer value quickly with these time-saving and innovative customizations
Enterprise Search
WHAT IS IT?
Rapidly configure portal views of Microsoft Dynamics CRM data within SharePoint (MOSS)Expose this data to MOSS enterprise search
ALLOWS USERS TO
Use one central unstructured search to find e-mails, documents, web content, and now Microsoft Dynamics CRM data!
PARTNERBENEFITS
Drive new services revenue through enterprise search solutionsConfigure audience-specific SharePoint portals with CRM data
Enterprise Search – Technical Overview
Components
MOSS Business Data Catalog (BDC) definition file which covers all standard OOB MSCRM entities
Advice and guidance whitepaper on how to customize the standard BDC definition file to suit a customized data model
Utility program which reads MSCRM metadata and updates the BDC definition file before registering with MOSS
CRM Notifications
WHAT IS IT?
Newsfeeds that allow users to subscribe to CRM “events” relevant to their job role
ALLOWS USERS TO
Choose how they receive information (e.g., Outlook 2007, Vista Gadgets or IE) about topics they care about such as new leads, trouble tickets for key accounts
PARTNERBENEFITS
Drive a role-tailored subscription experience for your customers
CRM Notifications – Technical Overview
Components
2 custom ASP.NET Pages
1 custom .NET assembly
Sitemap modifications with custom JavaScript to call the relevant ASP.NET pages
Sales Methodologies
WHAT IS IT?
Practical Guidance for adoption of third-party sales methodologies such as SPI Solution Selling, Miller Heiman and Target Account Selling (TAS)
ALLOWS USERS TO
Consistently follow the required sales methodology from the comfort of Microsoft Dynamics CRM
PARTNERBENEFITS
Confidently deliver the sales methodology of choice for customersDeploy the Microsoft Solution Selling Process (MSSP) internally
Extended Sales Forecasting
WHAT IS IT?
Enriched forecasting mechanism for Microsoft Dynamics CRM 4.0
ALLOWS USERS TO
Quickly classify pipeline as High, Low or CommitTrack budget for nominated periodsGenerate forecast reports
PARTNERBENEFITS
Deliver flexible yet SIMPLE sales forecasting for your customers
Extended Sales Forecasting – Technical Overview
Components
2 new custom entities:GoalGoal Audit
4 Workflow definitions:Salesperson goal signoffSales goal auditSales goal change notificationNew sales goal notification
2 custom reports:Sales Goal MatrixSales Goal Graph
Event Management
WHAT IS IT?
Functionality to plan, execute, and review events
ALLOWS USERS TO
Plan venues, presenters, sessions, sponsors and event capacitySend invitations, automate web registrations, waitlists and track event attendance
PARTNERBENEFITS
Broaden the Microsoft Dynamics CRM offering with event management functionality
Event Management – Technical Overview
Components
Customization of Campaign & Campaign Response entities11 new custom entities:
Venue, Room, Session, Speakers, Event Team, Packages, Group Allocations
4 Workflow definitions:Event setupRegistration acknowledgement emails
1 Plugin for registration management2 ASP.NET user controls for web registration portalSample registration portal3 custom reports:
Attendee name badgesRegistered attendee listEvent performance report
eService
WHAT IS IT?
A configurable self-service portal for enhanced customer service through Microsoft Dynamics CRM 4.0
ALLOWS USERS TO
Edit their profileView, raise, close and re-open casesSearch the Knowledge BaseSchedule services
PARTNERBENEFITS
Open Microsoft Dynamics CRM 4.0 as a multi-channel solution
eService – Technical Overview
Components
Customization of Contact entity4 new custom entities:
Portal configuration, Portal transaction audit
7 Workflow definitions:Web account signup and changesWeb portal transaction auditingAuto acknowledgement to web portal transactions
1 WF Assembly for web signup12 ASP.NET user controls for web self-service portalSample eService portalISV pages for portal configurationASP.NET Membership provider used for web account management
Accelerators: Key Information
• Accelerators for Microsoft Dynamics CRM 4.0 are released at no cost.
• However: Review the licensing implications for each one, 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
• Current status: accelerators in final stages of QA and LCA review
Accelerators: Key Information (Continued…)• First group of accelerators expected to be
released in the week commencing October 20:• eService, Event Management,
Extended Sales Forecasting, CRM Notifications and Analytics
• Remaining accelerators will be released before the end of November:• Sales Methodologies, Enterprise Search
and Business Productivity• Look for further announcements soon!
Accelerators: Key Information (Continued…)• All Accelerators will be available from the
Microsoft Dynamics CRM MSDN Dev Center – exact download locations to be communicated soon!
• Localization strategy is being finalized but MINIMUM commitment is to have 5 accelerators localized in 5 languages: German, Dutch, French, Italian, Danish
• Non-English versions will be released before the end of CY2008
Accelerators: Key Information (Continued…)• Full Bill of Materials to be released at
the time the accelerators are released including:• Fact Sheets and Brochures• BDM Slide decks• TDM Slide decks• Videos covering:
• Demonstration scenarios• Installation and configuration on the
standard VPC Image and solution architecture overview
• Localization options
Call to Action
• Spread the word! Let your colleagues across Sales, Support and Services know about this great initiative!
• Invite your partners to the channel LiveMeetings!Sales Overview LiveMeetingReview of Accelerators from a sales and marketing perspective.
Technical Deep Dive LiveMeetingCover more technical information pertaining to Accelerators in a session geared towards technical staff.
Monday, October 20th, 2008 at 0800 PDTMonday, October 20th, 2008 at 1700 PDT (repeat of earlier session) To attend (no pre-registration needed): https://www.livemeeting.com/cc/microsoft/join?id=HZC5K3&role=attend&pw=pxxm3%5DrFs Dial in: 1-203-480-8000 or 866-500-6738 (#5422150)
Tuesday, October 21, 2008 at 0800 PDT Tuesday, October 21, 2008 at 1700 PDT (repeat of earlier session) To attend (no pre-registration needed): https://www.livemeeting.com/cc/microsoft/join?id=HZC5K3&role=attend&pw=pxxm3%5DrFs Dial in: 1-203-480-8000 or 866-500-6738 (#5422150)
Still have questions? Contact me, reubenk!
• Review the marketing materials once they are posted on Infoweb
5MICROSOFT DYNAMICS CRM
“5”
Office
Class UX
CRM “5” - Release Pillars
CRM Basic
s
S+S Platfor
m
A user experience that is consistent with established Office designs, focused on user productivity, and supported by an application model that gracefully handles the complexity of today’s line of business applications.
Improving the existing functional areas of our CRM application and achieving breakthrough value in these areas by leveraging the advances in the platform.
Progress toward a joint CRM / SharePoint line of business application platform that can be offered as both server and service. This platform must recognize the strong market demand for model driven development (no-code) while allowing headroom for code-based solutions.
62
Office Class UX
Investment area Objective
App model evolution
Get beyond single entity explorer / inspector model
Choice controls Single pattern for reference data throughout the system
Office look and feel
Familiar experience that will connect with our users
Outlook insight Lightning fast insight directly from your inbox
Find Easier navigation of the system (more than just “search”)
Personalization Simplified navigation, friendlier experience
Notifications Greater insight into what’s happening with “my stuff”
A user experience that is consistent with established Office designs, focused on user productivity, and supported by an application model that gracefully handles the complexity of today’s line of business applications.
“CRM5” - Release Pillars
Microsoft Confidential 63
CRM Basic
s
Investment area Objective
Account/Contact Mgmt
The best contact management system available
Call center Product that is suited for the call center (teams, communication channels, etc.)
Address enhancements
Global friendly addresses
Workflow visualizations
Insight for our users into their business processes
Collaboration Greatly improved document management and collaboration workspaces
Basic app experience Rewire the existing application functionality to take advantage of the improved UI patterns
Improving the existing functional areas of our CRM application and achieving breakthrough value in these areas by leveraging the advances in the platform.
CRM “5” - Release Pillars
S+S Platfor
m
Investment area Objective
Metadata driven UI All UI becomes “first class”, engineering efficiency
Code on the server Customizability for Online customers
SharePoint integration
Deliver a completely new set of features around documents and collaboration that will be welcomed by our customers
App / Platform separation
Allow the CRM application to evolve separately from the underlying platform
Built-in insights “In application” experiences that will make it easier for our customers to understand their data
Auditing Satisfy customers with strict compliance requirements (e.g. SOX, HIPAA)
Progress toward a joint CRM / SharePoint line of business application platform that can be offered as both server and service. This platform must recognize the strong market demand for model driven development (no-code) while allowing headroom for code-based solutions.
“CRM5” - Release Pillars
Microsoft Confidential
65
Microsoft Dynamics CRM Roadmap Overview
MicrosoftDynamicsCRM 4.0
20092008
Microsoft Dynamics CRM Live
“R1”
“Open Access”scale-out
MicrosoftDynamicsCRM Live
“R2”
Online marketingand more
MicrosoftDynamicsCRM Live
“R3”
Multi-languageand more
MicrosoftDynamics“CRM 5”
MicrosoftDynamicsCRM Live
“R4”
New Microsoft Dynamics CRM 5
capabilities
Customer-driven innovationEnd user productivity and efficiency
CRM extensionsApplication platform flexibility
Extensions toMicrosoft Dynamics CRM 4.0
Circle Of Success
Tom Braekeleirs
General Concept
• A rewards program for individuals in the channel. (aka Frequent Flyer program)
• Primarily rewarding sales of VL agreements• Higher reward for annuity
• Higher reward for subscription
• Also rewarding SA Consumption, Certification, attending training (licensing and product)
• Web and email communication, claims, rewards, ….
How to earn Credits
1 Credit = € 0,50
Annuity at full 3y valueAgreement claimable 3 months after salesCredits expire after 1y
Further:• 20 credits upon registration• 200 credits upon reaching a new higher level• 10 credits for recruited member• 10 credits for uploading picture
Contract 5.000 – 14.999 € 15.000 – 99.999 €
> 100.000 €
Open License 10 30 40
Open Value 50 150 200
SA Activation OV 50 50 50
Credit Vouchers
• Vouchers with 20 and 50 Credits are available
– Allow for out-of-salessystem rewarding of channel partners
– Examples:
• Presence at readiness activities
• Combined sales + marketing rewarding
• FPP/OEM incentives (TBC)
• Vouchers claimed on CoS website, just like sales of agreements
Member Status
• Conditions• Registration
• Benefits• First to know• Monthly update mail• Access to shop for goodies,
gadgets & Gifts (but little to spend)
Graduate Status
• Conditions• Registration• Claim one license
agreement
• Benefits• Circle of Success Graduate
ID• First to know• Monthly update mail• Access to shop for goodies,
gadgets & Gifts
Bachelor status
• Conditions for upgrade:
• Claim min 3 agreements• 2 online trainings in PLC
• Benefits:• Same as Graduate, plus• Nicer gifts in The Shop• Circle of Success Bachelor
ID• Direct Access to Distributor
license desk
Expert Status
• Conditions for Upgrade:
• Sell and claim min. 6 annuity agreements
• Attend 2 product events• Attend 1 social event• Pass MCP Licensing
• Benefits:• Same as Bachelor, plus• Circle of Success Expert ID• A free MS software product• VIP treatment at events• Access to all gifts in The
Shop
Master Status
• Conditions for Upgrade
• Sell and claim min. 12 annuity agreements
• Attend 3 product events• Attend 2 social events• Successfully attend 2 PLC
assessments
• Benefits:• Same as Expert, plus• Circle of Success Master ID• Free Xbox• Meet the MS Execs• Master of the Year election
Practicals
• Gifts are sent to Company
• Bought items are sent to home or company
• Nov 1 start (no retro-active claiming > 1 Nov)
• Fiscal responsability with the participant
• (gets an overview of items bought every year)
Preview (1)Personal membership cards
Preview (2)Personal membership cards
Closing Thoughts
Tom Braekeleirs
Are We In Synch ?
• PSP / PBP
• Pipeline & Forecast
• Partner Recruitment
• Conflicting business
models
• Joint Business Planning
• Joint Sales Engagement
• Partner Collaboration• Complementary
business models
The Common Goal
40%
Yes, But…
The Right Train
Thank You
One Goal, One Team, One Vision