Microsoft Business SolutionsCustomer Relationship

ManagementA presentation to MerIT

groupJune 16th 2004

Peter Clements - CRMbase

Agenda

• Our event plans to explains the benefits and potential drawbacks of CRM and the features of Microsoft CRM product.– An overview of CRM technology– Microsoft CRM

• they key benefits for SMEs• the key components• automated lead gathering• sales force automation• automating customer service• management reporting

CRM – what is it

Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way.

‘CRM is a discipline that encompasses ‘identifying, attracting and’. retaining the most valuable customer to sustain profitable growth.

The customer relationship

• Target• Find• Understand• Attract• Qualify• Close• Learn from• Develop

Engage

Develop

Attract

What does CRM provide?

• A single location for holding customer information

• Structure activities around the customer

• Provide a better framework for sales processes

• Provide a better framework for customer service processes

• A mechanism for better management of marketing activities

Management

reporting

Key areas of

functionality

Sales Force Automation

Marketing Automation

Customer Service

Customers

Does it work?

Insight Technology Group found from research that the most successful CRM implementations achieved:

revenue increases of 42%

cost of sales decreased by 35%

length of sales reduced by 25%

margins were improved by 2%

customer satisfaction up by 20%

Why does it work?

• Sales teams are better organised around customers priorities

• Customer data is more accurate• Different functions have common

view of customer• Leads are better managed• Pricing of product and services are

managed better

Economics of customer retention

“Winning back a lost customer can cost up to 50-100 times as much as keeping a current one satisfied.”

Rob Yanker, Partner, McKinsey & Company

Understanding your customer is key to retention…..

So, what is Microsoft CRM

• Stack of industry leading technologies• Built around a core set of customer data• Offering scale, flexibility and integration• Accessed through standard interfaces• Offering sales force automation, customer

service functionality, marketing features and management reporting

An objective view“Organizations can use Microsoft Customer Relationship Management (Microsoft CRM) to improve the performance of Sales and Customer Service Teams and to simplify the management of those teams. Because of its relatively low costs and its integration with Microsoft Outlook, Microsoft CRM will appeal to most mid-market businesses that hope to deploy an inexpensive, user-friendly solution”

– Nucleus Research, Inc

MicrosoftMicrosoftBusiness Business SolutionsSolutionsCRMCRM

MicrosoftMicrosoftBusiness Business SolutionsSolutionsCRMCRM

MicrosoftMicrosoftBusiness Business SolutionsSolutionsCRMCRM

SalesSales Customer ServiceCustomer Service

SuiteSuite

Microsoft CRM 1.2 packaging

StandardStandard

ProfessionalProfessionalMicrosoftMicrosoftBusiness Business SolutionsSolutionsCRMCRM

MicrosoftMicrosoftBusiness Business SolutionsSolutionsCRMCRM

MicrosoftMicrosoftBusiness Business SolutionsSolutionsCRMCRM

Customer ServiceCustomer Service

SuiteSuite

SalesSales

Pricing

• Per named user – from £300• Server module – from £1,000• Varies by:

– Edition – standard or professional– Purchase size – 5, 10, 25, 50 …

• Purchased on-line or through partner

Microsoft CRM Logical Architecture

Meta Data Entity Mapping Layer

Database SQL Server

2000

Object Model Workflow

Secure SOAP API Shims

ATL Server

Win2k /Win XP

Active Directory

Crystal Reports

(Enterprise)

Proxy Layer

Business logic

Presentation Layer (XML/XSL) ASP.NET & IIS

.NET Framework

Win2k/XP

IE 6.0 client on Win 98, WinME, Win2k or WinXP

Outlook 2000 or XPWin2k or WinXP

Database MSDE

MetabaseMSDE

SQL Server Replication

Presentation Layer (XML/XSL)

Business Logic

Object Model

Meta Data Entity Mapping Layer

Workflow

Outlook ClientBrowser Client

Metabase SQL Server

2000

Offline Queue

Dispatch Layer

Meta Data Query Processor

Microsoft CRM and .NETDesigned for Integration and Enhancement

SharePoint Portals

3rd Party Applications

Great PlainsNavisionAxapta

Solomon

Web Services

BusinessIntelligence

EmbeddedBizTalkServer

SQL Server

Core CRM Server

Sales (includes Marketing)

Customer Service

Microsoft Microsoft OutlookOutlook

Microsoft Microsoft IEIE

Key features

• Intuitive• Links well with standard desktop

applications• Web service• Easy to customise• Integrates with SQL and Exchange• Scales down to one server

Demonstration

• The Internet Explorer interface – easy to navigate

• The Outlook Explorer interface – mobile access to customer data

• SFA features and benefits• CS features and benefits• Marketing automation and benefits• Management reporting

Internet Explorer client

Key modules – one click from home page

Related informationon side tabs

Easy access to activities

Company announcements

Sales Force Automation

• Microsoft CRM Sales Standard– Lead management– Opportunity management– Correspondence / mail merge– Account & contact management– Notes & attachments– Activity & task management– Search– Direct email– Territory Management– User & business management– Calendar– Set of reports– Customization tools & utilities

• Microsoft CRM Sales Professional all standard features plus – Lead Routing– Workflow – Sales process management– Product catalog– Quotes, orders, invoices – Quotas– Sales literature– Competitor tracking– ERM Integration

Sales process

• Lead generated• Qualified into account or contact• Opportunity identified• Qualified through quote• Order placed• Invoice record placed

Customer Services automation

• Microsoft CRM Customer Service Standard

– Case management – Service request– Knowledgebase management– Direct Email– Search– Queuing– Account & contact management– Activity & task management– Calendar– Notes & Attachments– User & Business management– Set of reports– Customization tools & utilities

• Microsoft CRM Customer Service Professional

– Workflow – Email management– Product catalog– Routing– Contract management

– PLUS ALL STANDARD FEATURES

The challenges

• Focussing on objectives• Managing the change• Implementing a customer centric

strategy• Integrating other customer functions• Migrating existing data• Re-training customer facing staff

About us

• CRMbase is an independent technology consulting company with a high level of knowledge and skills in Microsoft CRM technology. We can help you evaluate, pilot and implement Microsoft CRM. We are cost effective and focus on meeting your objectives.

• www.crmbase.co.uk• info@crmbase.co.uk• 01457 874864 or 0778 783 7593