Microsoft Business Solutions

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Feb 17, 2014 (3 years and 3 months ago)

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Microsoft Business Solutions

Customer Relationship
Management

A presentation to MerIT group

June 16
th

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

Customer
s

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

Microsoft

Business

Solutions

CRM

Microsoft

Business

Solutions

CRM


Microsoft

Business

Solutions

CRM

Sales

Customer Service

Suite

Microsoft CRM 1.2 packaging

Standard

Professional

Microsoft

Business

Solutions

CRM

Microsoft

Business

Solutions

CRM


Microsoft

Business

Solutions

CRM


Customer Service

Suite

Sales

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 XP

Win2k or WinXP

Database

MSDE

Metabase

MSDE

SQL Server
Replication

Presentation Layer (XML/XSL)

Business Logic

Object Model

Meta Data Entity Mapping Layer

Workflow

Outlook Client

Browser Client

Metabase

SQL Server

2000

Offline

Queue

Dispatch Layer

Meta Data Query

Processor

Microsoft CRM and .NET

Designed for Integration and Enhancement

SharePoint Portals

3rd Party

Applications

Great Plains

Navision

Axapta

Solomon

Web

Services

Business

Intelligence

Embedded

BizTalk

Server

SQL Server

Core CRM Server

Sales

(includes Marketing)

Customer

Service

Microsoft

Outlook

Microsoft

IE

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
information

on 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