20120425 mega-launch sql-2-3 lisa final

8/11/2019 20120425 Mega-launch SQL-2-3 Lisa Final

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Delivering Great CustomerExperiences with Big Data

and Social CRM

Microsoft Dynamics

Asia Pacific and JapanLisa Tay


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Source:http://www.socialbakers.com/facebook statistics/taiwan
http://www.socialbakers.com/facebook-statistics/taiwanhttp://www.socialbakers.com/facebook-statistics/taiwanhttp://www.socialbakers.com/facebook-statistics/taiwanhttp://www.socialbakers.com/facebook-statistics/taiwanhttp://www.socialbakers.com/facebook-statistics/taiwanhttp://www.socialbakers.com/facebook-statistics/taiwanhttp://www.socialbakers.com/facebook-statistics/taiwan


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12%

17%

17%

17%

28%

55%

Other

Dont know

Business rules (BRE)

Business processes (BPM)

Enterprise applications (ERP, CRM)

Business intelligence (BI), analytics

Are your big data initiatives integrated with/part of other enterprise applications and tools?

Source: June 2011 Global Big Data Online Survey

BI, ERP, and CRM applications are thebiggest recipients of big data insights

70% of Big Data projects revolvearound customer facing venturesdriving sales & boosting retention


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Social Plays a Role in Every

Customer-Facing Role


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Over withCRM

competency

Microsoft Dynamics CRM At a Glance

Gartner SFA Magic Quadrant

Forrester CRM Wave Report


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Customer Success Around the Globe
http://images.google.com/imgres?imgurl=http://img512.imageshack.us/img512/2450/leicester01ql8.png&imgrefurl=http://www.thefootballforum.net/forums/index.php?showtopic=53612&usg=__FqoUFF7-AIKpLGK37UeMgce1mN0=&h=1000&w=1000&sz=272&hl=en&start=17&tbnid=j_q_wSgMM7QqgM:&tbnh=149&tbnw=149&prev=/images?q=leicester+city+football+club&gbv=2&hl=enhttp://images.google.com/imgres?imgurl=http://www.freewebs.com/cruzg24/portland_trail_blazers_logo.jpg&imgrefurl=http://www.freewebs.com/cruzg24/&h=441&w=400&sz=22&hl=en&start=1&sig2=v6nsGe-02bRUSqg6iHQO1g&usg=__vY5F3oRwS4LzZGH30COoXbFR07E=&tbnid=czS2KgOO1xIQgM:&tbnh=127&tbnw=115&ei=V4IHSYPFLY70sAPPgcGwAw&prev=/images?q=portland+trailblazers&gbv=2&hl=enhttp://www.brickyard.com/http://images.google.com/imgres?imgurl=http://www.chriscreamer.com/images/logos/54/50/full/519.gif&imgrefurl=http://www.chriscreamer.com/logo.php?id=519&h=399&w=545&sz=19&hl=en&start=2&sig2=JrEU2A00bVO6M001zB9HjA&um=1&usg=__if3pMOFIaZvhkKbHB6nQP7mfo-8=&tbnid=0fumdmOQiL-doM:&tbnh=97&tbnw=133&ei=2S8HSZ-7KIy6sAOukbiwAw&prev=/images?q=arizona+diamondbacks&um=1&hl=enhttp://www.microsoft.com/casestudies/casestudy.aspx?casestudyid=4000001142http://www.kingston.gov.uk/http://www.dcsf.gov.uk/http://www.derby.gov.uk/http://www.dubaided.gov.ae/http://www.parliament.ch/http://www.microsoft.com/casestudies/casestudy.aspx?casestudyid=4000002088http://www.cm-abrantes.pt/http://www.sal.org.sg/http://www.cta.org/home.aspxhttp://www.grahamfield.com/http://www.pharmaoverseas.com/http://www.wisemgnt.co.nz/http://www.bakersdelight.com.au/http://www.rockybrands.com/http://www.pumpkinpatch.co.nz/http://www.spyoptic.com/http://oldcastle-precast.com/http://www.gates.com/http://www.catalystpaper.com/http://www.rolanddga.com/http://www.mcfe.com/http://images.google.com/imgres?imgurl=http://www.rolls-royce.com/about/images/graphics/itp.gif&imgrefurl=http://www.rolls-royce.com/about/jvs/itp.jsp&h=88&w=120&sz=4&hl=en&start=3&sig2=GrwKnKy-Xh1ncPhvErhXHQ&um=1&usg=__WV-trSIjUhzM0sRzulVV1rlB-vU=&tbnid=kWTwl10XBKg5TM:&tbnh=65&tbnw=88&ei=lzEHSaKvNoumsAOb7PjLCg&prev=/images?q=Industrial+de+Turbo+Propulsores&um=1&hl=enhttp://www.statoil.com/STATOILCOM/SVG00990.nsf?OpenDatabase&lang=enhttp://www.svn.com/http://www.branz.co.nz/http://www.hitachiconsulting.com/http://www.crossmark.com/http://www.finpro.fi/http://www.raymondjames.com/http://www.sasfin.com/http://www.bouwfonds.nl/http://www.myfcsfinancial.com/http://www.credifin.pt/http://www.alaskausa.org/http://www.raibakwt.com/


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MarketingEffectiveness

ExtendedCRM

Applications

Microsoft Dynamics CRM: The End-to-End Solution


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Office Fluent UI

Streamlined UI

Expandable/

contractible forms

Contextual Ribbon

Embedded sub-grids


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Real-Time Dashboards

Real-time data

Personalorsystem dashboards

Point-and-clickcreation

External dataintegration


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Partner RelationshipManagement

ResellerRelationshipManagement

EmployeeRelationshipManagement

ContractorRelationshipManagement

Supplier RelationshipManagement

AssetManagement

PropertyManagement

TaskManagement

EventManagement

FleetManagement

CaseManagement

Extend Microsoft Dynamics CRM to

Manage ALL Critical Relationships

DistributorRelationshipManagement

Organizations

need to extend

the power of

CRM to

maximize other

relationships.

Microsoft

Dynamics CRM

2011 can be

easilycustomized to

support

extended CRM

scenarios.


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Driving Productivity Across Sales, Service & Marketing

Holistic Set of Productivity Tools

COLLABORATION

AND KNOWLEDGE

SHARING

MARKETING

EFFECTIVENESS

EXTENDED CRM

XRM)


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Q2 2012 - CRM Anywhere


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Applying Big Data Analytics to

Marketing in CRM

Reference : The Evolving Role of the Enterprise Data Warehouse in the Era of Big Data Analytics, Kimball Group

Sentiment Analysis across multiple channels Identify common trends, customer groups, customer churn Recommendation Engines Precisely tailored products or services with narrower segmentation of

customers Ad Targeting


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16

Lead Volume

Top Keywords Campaign

Responses

Top Retweets

Get Sync, Stay on Top

$50 off on Accessories

Mall of America Event

Cyber Monday

Renewal Discount

Free Bluetooth Headset

Free App at 8

Get Sync, Stay on Top

Hurry, theres $50 off

New updates on the

Syn

Its here! The iPad

app


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Sales Scenario


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Self Service BI (PowerView) for Dynamics CRM


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Customer Care Scenario

Customer Care TrendsMarie manages a team of 8 CSRs. Every week her team handles about 3000

requests over different channelsSocial, Phone, Email and Chat. To ensure

her channels are sufficiently staffed and agents are trained on the issues

occurring the most, she reviews the case mix on a monthly basis from many

different perspectivespriority, subject, product, type, source, time of day.She uses this analysis to continuously evaluate and improve her queues and

her service roster and match it to her customers needs.


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The service experience in the contact center relies on the information available beforethe call (in the form of offline operational analysis), during the call (real-time analytics)

and after the call (predictive analytics). [The Top Customer Service Contact Center Application Investments for Social CRM - Gartner]


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Listening to Your Customers

Alert

Action


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Our Future DirectionsA Sneak Preview of

Microsoft Dynamics CRM R9 and Beyond


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Thank

You !

30 day FREE

trial, open to all

customers

http://crm.dynamics.com/trial

Find out more

about

Microsoft

Dynamics CRM

http://crm.dynamics.com
http://crm.dynamics.com/trialhttp://crm.dynamics.com/http://crm.dynamics.com/http://crm.dynamics.com/trial

20120425 mega-launch sql-2-3 lisa final

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