Microsoft Dynamics CRM

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6 Νοε 2013 (πριν από 4 χρόνια και 2 μέρες)

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Microsoft Dynamics CRM


Emir Sadiković

Saga d.o.o.


14.11.2008
Vrnja
čka Banja

Microsoft’s Vision for CRM

Deliver an easier
and more natural
user experience

Deliver highly
configurable workflow
and analytics

Works the way
your business does

Deliver a flexible
platform that
simplifies integration

Works the way
technology should

Works the way
you do

Mid
-
size Companies

Small Businesses

Large Enterprises

Microsoft Dynamics CRM: Global Customer Base

Microsoft Dynamics CRM Suite

Full CRM suite
capabilities and
application
flexibility

-
Interactions

-
Marketing

-
Sales

-
Service

-
xRM

-
Business Process

-
SOA

-
Flexible
Deployment

Fast, Productive Sales Management


Familiar interface

drives user adoption and
increased productivity


Workflow
-
driven

sales processes

ensure consistency

and efficiency


Full spectrum of
sales
intelligence
capabilities
provides insight and
accurate forecasts

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

Microsoft Dynamics CRM Sales Solution

Sales Capabilities


Full feature set


Sales Workflow


Designed for


Users


Managers


Executives

Complete set of features/tools for sales
planning, territory management and
resource allocation

Microsoft 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

Territory

Management Components



Territory definition



Territory association



Groups and permissions

Territory Management and Planning

Lead Management

From capture to tracking to evaluation to
qualification to conversion and automatic
distribution.

Microsoft 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 Components



Lead capture and import



Monitoring of leads



Prospecting

Opportunity Management

End
-
to
-
end management of opportunities with
seamless integration to MS Office and strong
workflow helps sales reps. close the deal

Microsoft 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

Opportunity

Management Components



Deal tracking



Competitive intelligence



Task management

Account Management

A focused and coordinated approach to the
management of existing customers and the
additional revenue opportunities they afford

Microsoft Advantage


Complete view of all
products and
interactions


Easy access to contracts
and renewal dates


Complex relationship
mapping and tracking



Activity management



Query and Search



Contract management

Account

Management Components



Data quality controls



Contact management



Relationship tracking

Sales Analytics

Full spectrum of sales analysis capabilities
ranging from basic reporting to OLAP/data
mining and dashboards

Microsoft Advantage


Broad capabilities from
dashboards to OLAP
analysis


New reports just “Next”
button away


Easy report sharing and
editing


Trending and historical
analysis



OLAP and data mining

Analytic

Management Components



Forecast and pipeline reports



Other OOB sales reports



Report Wizard

Fast, Consistent Customer Service


Comprehensive
customization and core
platform
capabilities
ensures business agility


Advanced workflow
ensures consistency or
service experience


Complete range of
service analytics
from
basic reporting to
sophisticated OLAP and
predictive modeling

Microsoft Dynamics CRM Customer Service Solution

Service Capabilities


Full feature set


Service Workflow


Designed for


Users


Managers


Executives

Complete set of features that empower
customer service representatives to better
manage interactions.

Microsoft Advantage


Familiar user experience via
Microsoft Outlook, agent
desktop or web client



Powerful productivity
features like Auto Complete
and Smart Search



Import and de
-
duplication
of records is seamless and
easy to perform



Fundamental technical
agility to support core
service interactions

Account and Contact Management Components



Acct, Contact


& Case History



Contact Management

Account and Contact Management



Discovery & Search



Data Import & Quality



Complex Relationships

Interaction and Knowledge Management

Complete interaction management capabilities
including Knowledge Management and Service
Level Agreements.

Microsoft Advantage


Customizable agent desktop
surfacing Microsoft Dynamics
CRM through browser,
Microsoft Office Outlook,
Sharepoint or custom UI



Fully integrated Knowledge
Base including authoring and
publishing capabilities.



Robust email support
including auto
-
response and
auto promotion of emails to
cases.

Interaction and Knowledge Management Components




Flexible Interaction Framework



Contextual User Experience



Knowledge Base


KB Article Authoring,
Review and Publishing



SLA and Support
Contracts

Case Management and Scheduling

Sophisticated set of features to create, manage
and resolve cases via multiple channels as well
as schedule field service.

Microsoft Advantage


Easy
-
to
-
use case
management
functionality including
creation, editing,
dispatch, tracking and
resolution.



Optimize usage of field
personnel, fleet, tools,
parts and resources

Case Management and Scheduling Components




Multi
-
channel

Incident Mngmt.



Communications &
Activities


Management



Routing

&
Escalation



Services & Resources


Management



Global Scheduling &


Optimization

Real
-
Time Insight, Reporting and Analytics

Full spectrum of business intelligence capabilities
ranging from historical reporting predictive behavior
insight to basic reporting to OLAP and performance
dashboards.

Microsoft Advantage


Predictive behavior analytics,
like cross
-
sell/upsell, and
historical analytics



Critical service reports are
provided standard with fully
customized reports available
easily to any user



Seamlessly integrated to SQL
Server Analytic Services & SQL
Server Reporting Service for
robust OLAP, data mining and
reporting.

Real
-
Time Insight, Reporting and Analytics Components



Customer Analytics



Standard Service


Reports



Custom Reports



OLAP & Data Mining



Dashboards & Scorecards

Proactive Sales and Support

Transform the contact center from purely
reactionary service into a proactive,
strategic arm of the business.

Microsoft Advantage


Seamlessly integrated,
holistic service processes
that drive positive
behavior



Easy
-
to
-
Enable “Presence”
and click
-
to
-
dial
functionality through
integration to Microsoft
Office Communications
Server 2007.

Proactive Sales and Support Components




Account & Contact Analysis



Upsell

& Cross
-
sell Evaluation



Product Recommendation


Proactive
Communications



Service Campaigns

Fast, Effective Marketing Management


Intuitive segmentation
tools
drive superior
target selection


Workflow
-
driven
processes
increase

reach and relevancy


Seamless tracking

of
cross
-
channel
communications

saves time and money

Microsoft Dynamics CRM Marketing Solution

Marketing Capabilities


Full feature set


Marketing Workflow


Designed for


Users


Managers


Executives

Comprehensive capabilities for designing,
defining and re
-
using of marketing
campaigns and programs

Microsoft 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

Microsoft 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

Microsoft 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

Microsoft 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

Microsoft 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

DISCUSSION