Slide 1
Improving Sales and Marketing
Productivity with MS Dynamics
CRM
Customer Capital Consulting Pte Ltd
WHAT IS CRM
CRM is a business
strategy designed to
optimise
profitability,
revenue
and
customer satisfaction
- Gartner
TYPICAL BUSINESS CHALLENGES IN MARKETING
• Difficulty in demonstrating marketing ROI
• Lack of real-time insight into campaigns
• Poor data quality in marketing databases
• Difficulty in leveraging external data sources
• Inefficient processes
Comprehensive capabilities for designing, defining and re-using of marketing campaigns and programs
CRM Advantage
• Campaign templates for
easy re-use
• Intuitive tracking of
estimated vs. actual
costs for easy ROI
analysis
• Product catalogs and
price lists allow for offer
customization
Planning and Budgeting Components • Campaign definition • Campaign templates • Product catalogs
PLANNING AND BUDGETING
• Target list • Campaign budget management • Workflow based approvals
DATA AND LIST MANAGEMENT
Seamless management of customer data and lists and the intuitive segmentation of that data
CRM Advantage
• Data cleansing tools
geared for the
business user
• Easy manipulation of
lists and views for better
segmentation
• Workflow for triggers on
external data sources
Data and List Management Components • Data import/export • Data cleansing • Query tools
• Data views • List management • Activity association
CAMPAIGN MANAGEMENT
Easy execution of campaigns and seamless tracking of all related communications, and tasks for increased follow-up and results
CRM Advantage
• Closed-loop campaign
management
• Seamless tracking of
communications between Outlook
and Microsoft Dynamics CRM
• New campaigns just a “Next”
button away
Campaign Management Components • Quick Campaign Wizard • Bulk operation support • Offer management
• Collateral management • Email templates • Outlook integration
RESPONSE AND LEAD MANAGEMENT
End-to-end management of responses via guided wizards and automated conversion and follow-up of those responses
CRM Advantage
• Response conversion one click away
• Seamless connection to lead
management enables appropriate
follow-up
• Powerful rules for response and
lead scoring
Response & Lead Management Components • Response tracking • Multi channel comms support • Workflow (i.e. response scoring)
• Email tracking • Response conversion • Lead management
MARKETING ANALYTICS
Full spectrum of sales analysis capabilities ranging from basic reporting to OLAP/data mining and dashboards
CRM Advantage
• Custom reports just
“Next” button away
• Easy report sharing
and editing
• Collaboration with
SharePoint for audience
specific portals
Marketing Analytics Components • Dashboards • Report Wizard • Standard and Custom reports
• Trending and historical comparisons • Drill-through capabilities
CORE COMPONENTS OF MARKETING
9
include:
• Data Import and Cleansing
• List Management and Segmentation
• Campaign Planning and Execution
• Campaign Response Management
• Workflow across Teams and Groups
• Tight Microsoft Office Integration
• Marketing Reporting and Analytics
Commonly integrated components include:
• Email sending and response handling
• Complex marketing resource management modules
Operational
Analytical
Collaborative
MARKETING SCENARIOS
Intelligent Data
Management
Holistic Lead Management
End-to-End Campaign
Management
Fully Integrated Marketing
Targeted Cross-Selling
and Up-Selling
Tools that empower marketing users to manage and cleanse data across the organization
Seamless tracking and conversion of leads across all parts of the organization
360° campaign management with easy campaign creation, seamless communication management
Strong multi-lingual capabilities, seamless MS Office integration and robust workflow
Insightful analysis for identification of key trends and discovery of hidden opportunities
KEY BENEFITS FOR MARKETING
• Clearly define the optimal marketing mix and pricing
• Drive new lead and revenue opportunities
• Deftly articulate the ROI of marketing programs
• Rapidly launch new products and offers
• Efficiently plan and manage budgets of campaigns
• Enforce consistent branding and messaging
• Achieve real-time visibility into campaign success
• Effectively mange vendor and partner relationships
• Seamlessly track customer comms. and interactions
VP of Marketing
Marketing Manager
Marketing Staff
KEY BENEFITS FOR IT
• Achieve rapid time to value
• Realize low total cost of ownership (TCO)
• Leverage consistent IT architecture & standards
• Adapt to the company as it evolves and changes
• Easily integrate existing applications and data
• Extend the power of the Microsoft Dynamics CRM
• Adapt to the ever-changing business requirements
• Track key KPIs and cross-team workflows
• Improve relevancy via point & click customization
Chief Information Officer
IT Project Team
Business Analyst
TYPICAL BUSINESS CHALLENGES IN SALES
• Poor adoption by sales staff
• Lack of consistent execution in sales process
• Poor productivity (limited time for actual selling)
• Unreliable prospect/customer information
• Limited collaboration with other groups
CUSTOMER, CONTACTS AND LEADS MANAGEMENT
From capture to tracking to evaluation to qualification to conversion and automatic distribution.
CRM Advantage
• Automatic association of
incoming emails to leads
• Effortless conversion of
leads/responses to
opportunities
• Seamlessly integrated
with marketing
capabilities
• Qualification and
Scoring
• Routing and
Assignment
• Conversion
Lead Management
capture and import
• Monitoring of leads
• Prospecting
OPPORTUNITY AND QUOTE MANAGEMENT
End-to-end management of opportunities with seamless integration to MS Office and strong workflow helps sales reps. close the deal
CRM Advantage
• Seamless tracking of all
associated
communications
• Robust workflow for
repeatable best
practices
• Comprehensive
Quote/Invoice/Order
functionality
• Products and pricing
• Workflow and rules
• Quote to Order
Lead Management Components • Deal tracking
• Competitive intelligence
• Task management
Complete set of features/tools for sales planning, territory management and resource allocation
CRM Advantage
• Resource Center ideal
for sharing best
practices
• Robust role and group-
based permission
management
• Strong global
capabilities for team
selling
• Quota capabilities • Task assignment and routing • Resource Manager
Lead Management Components • Territory definition • Territory association • Groups and permissions
TERRITORY MANAGEMENT AND PLANNING
SALES ANALYTICS
Full spectrum of sales analysis capabilities ranging from basic reporting to data mining and dashboards
CRM Advantage
• Broad capabilities like
dashboards
• New reports just “Next”
button away
• Easy report sharing and
editing
• Trending and historical
analysis
• data mining
Lead Management Components • Forecast and pipeline reports
• Other sales reports
• Report Wizard
IMPROVED SALES PRODUCTIVITY
360° View of the Customer
Repeatable Sales Process
Consistent Online/ Offline
Experience
Effortless Forecast and
Pipeline Analysis
Maximizing Customer
Value
Enables rapid and relevant response and tailored sales activities
Drives greater efficiencies, lower cost of sale and better team selling
Increases consistency, productivity and provides more time to sell
Delivers better forecast information and financial planning
Enables effective proactive cross-selling and up-selling
KEY BENEFITS FOR SALES
• Reach customer satisfaction goals
• Drive new revenue opportunities
• Achieve true business insight and visibility
• Manage key sales KPIs
• Increase sales staff empowerment and morale
• Enforce a consistent sales process
• Improve personal productivity
• Achieve holistic view of customer needs
• Seamlessly track customer comms. and interactions
VP of Sales
Sales Manager
Sales Rep
KEY BENEFITS FOR IT
• Achieve rapid time to value
• Realize low total cost of ownership (TCO)
• Leverage consistent IT architecture & standards
• Adapt to the company as it evolves and changes
• Easily integrate existing applications and data
• Extend the power of the Microsoft Dynamics CRM
• Adapt to the ever-changing business requirements
• Track key KPIs and cross-team workflows
• Improve relevancy via point & click customization
Chief Information Officer
IT Team Lead
Business Analyst
CORE COMPONENTS OF SALES
25
include:
• Lead and Opportunity Management
• Account and Contact Management
• Territory Management
• Products, Pricing and Quotes
• Forecasting and Sales Analytics
Key Benefit Areas
• Workflow across Teams and Groups
• Tight Microsoft Office Integration
• Offline and Mobile Device Access
Commonly integrated components include:
• Sales Methodology Solutions
• Product Configurators
Operational
Analytical
Collaborative
LONG TERM CRM SUCCESS
“To get better CRM projects, the
company must view CRM as more than
just an IT project or a business project.
Instead, business users and IT users
must work together to implement a
strategy.“
Gartner Group September 2007
“SaaS continues to grow in importance. As recently as 2009, in markets like
CRM, SaaS accounted for 20% of enterprise application spend.” – Gartner, Inc., Public Cloud Infrastructure Helps SaaS Vendor Economics,” June 4, 2010.
NEW
ECONOMICS
Pay for what you use
Lower and predictable costs
Shift from capex and opex
Accelerate speed to value
REDUCED
MANAGEMENT
No patching, maintenance
Faster deployment
Robust multi-layered security
Reliability and fault-tolerance
INCREASED
PRODUCTIVITY
Latest software for users
Internet collaboration
Anywhere access
Instant self-provisioning
Amplifying Productivity with the Cloud
“SaaS growth will significantly outpace traditional software product delivery.” – IDC, Robert P. Mahowald, Worldwide Software as a Service 2010-2014 Forecast: Software Will
Never Be the Same,” June, 2010.
• More than 1,000,000 users in over 80 countries
• Over 20,000 customers from small businesses to large enterprises
• Global network of software & services partners
• Full CRM suite of marketing, sales, & service
• Native Office experience for rapid adoption
• Multi-language with more than 40 languages
• Advanced SOA / Web services architecture
• Powerful platform for rapid application development (xRM)
MICROSOFT DYNAMICS CRM AT A GLANCE
Fast. Flexible. Affordable.
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