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What in the World is Microsoft Dynamics CRM?. Carl Hentsch Strategic Business Consultant NetStandard. What in the World is Microsoft CRM. 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. - PowerPoint PPT Presentation
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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
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
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
GPUG Summit 2011– Las Vegas www.gpug.com
What is CRM
GPUG Summit 2011– Las Vegas www.gpug.com
What is CRM
Identify
Understand
Better Provide For
Build a Relationship
Improve Satisfaction
Maximize Profits
Customers
GPUG Summit 2011– Las Vegas www.gpug.com
What is CRMIf you don’t better provide for and satisfy your customers,someone else will. = CHURN
GPUG Summit 2011– Las Vegas www.gpug.com
What is CRM
Without adoubt,customer loyalty is akey driverofprofitability.
GPUG Summit 2011– Las Vegas www.gpug.com
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
GPUG Summit 2011– Las Vegas www.gpug.com
Benefits of CRM Software
Active Data
Accessible
Automatic Reporting
Analysis that is Meaningful
Act on Insight
GPUG Summit 2011– Las Vegas www.gpug.com
Benefits of CRM Software
GPUG Summit 2011– Las Vegas www.gpug.com
Benefits of CRM Software
GPUG Summit 2011– Las Vegas www.gpug.com
Benefits of CRM Software
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.
GPUG Summit 2011– Las Vegas www.gpug.com
Financial Benefits of CRM
Lower Cost of Acquisition
Lower Churn
Increase Customer Lifetime
Value
Automation Reduces Staffing
Requirement
GPUG Summit 2011– Las Vegas www.gpug.com
Signs You Need CRM
GPUG Summit 2011– Las Vegas www.gpug.com
What is Microsoft Dynamics 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 [Dynamics]
CRM product.”- AMR Research, November 2007
GPUG Summit 2011– Las Vegas www.gpug.com
What is Microsoft Dynamics CRM
Microsoft Advantage• Achieve high user adoption
• Improve productivity by consolidating customer information
• Reduce training and transition
GPUG Summit 2011– Las Vegas www.gpug.com
Microsoft CRMleads the packin Forrester’s2010 listof strong and market leadingCRM products for mid-size organizations.
GPUG Summit 2011– Las Vegas www.gpug.com
Top Features From Microsoft CRM
GPUG Summit 2011– Las Vegas www.gpug.com
What is Microsoft Dynamics CRM
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
GPUG Summit 2011– Las Vegas www.gpug.com
How Microsoft CRM works with Dynamics GP
GPUG Summit 2011– Las Vegas www.gpug.com
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 2011– Las Vegas www.gpug.com
GPUG® Summit 2011November 8-11
Caesars Palace – Las Vegas, NV
Carl [email protected]
Business Consultant NetStandard Inc