““An hour with Dave and An hour with Dave and friends” - Microsoft CRMfriends” - Microsoft CRM

David OvertonDavid Overton

Reuben KrippnerReuben Krippner

We have a problemWe have a problem

AgendaAgenda

What is MS-CRMWhat is MS-CRM

How to install and setupHow to install and setup

ISA issueISA issue

How to get proficient at MS-CRMHow to get proficient at MS-CRM

Microsoft Associate programmeMicrosoft Associate programme

QuestionsQuestions

Small Business FactsSmall Business Facts

1 in 10 companies is having to 1 in 10 companies is having to avoid customer calls due to avoid customer calls due to lack of information on account lack of information on account status. status. 24% of those surveyed admit 24% of those surveyed admit that they have forgotten or that they have forgotten or missed an important meeting missed an important meeting with a customer or prospect, with a customer or prospect, one in five (20%) have actually one in five (20%) have actually lost a customer due to lost a customer due to inadequate care. inadequate care. With the survey indicating an With the survey indicating an average cost of £500 for each average cost of £500 for each lost order, this poses a lost order, this poses a significant threat to a small significant threat to a small company’s revenue. company’s revenue. (UK YouGov - Microsoft Survey (UK YouGov - Microsoft Survey 2005)2005)

Have complex processesHave complex processesHave millions of unique and Have millions of unique and different business models – different business models – don’t want to be treated all the don’t want to be treated all the samesameDon’t want solutions that are Don’t want solutions that are targeted at Mid Market / targeted at Mid Market / Enterprise CustomersEnterprise CustomersAre Value drivenAre Value drivenDemand rapid ROI Demand rapid ROI Want products that are easy to Want products that are easy to use and work with their use and work with their businessbusinessFocus on finding business Focus on finding business solutions NOT IT Solutionssolutions NOT IT SolutionsHave strong relationships with Have strong relationships with trusted partnerstrusted partners

What Is CRM?What Is CRM?How does it differ from simple “contact How does it differ from simple “contact management”?management”?Customer Facing•Sales, service, and marketing activities

Process-focused•Workflow drives consistent execution

Team-oriented•Collaborate with others inside and outside of the organization

Successful CRM is NOT just dependent on selecting the “best software”, it’s about getting the right strategy

Functional DifferencesFunctional Differences

1 Microsoft CRM offers richer functionality

2 Microsoft CRM offers richer functionality for Reporting, including extensive customization.

3 Not available in the UK at current time

4 Microsoft CRM offers richer server-based sharing functionality, including support for offline access of data.

Accounts 1

                          

                          

Business Contacts1

                          

                          

Business Opportunities1

                          

                          

History tracking for Accounts, Contacts, and Business Opportunities1

                          

                          

Outlook integration

                          

                          

Reporting2

                          

                          

Microsoft Windows Mobile-based Pocket PC support

                          

                          

Integration with financial programs3

                          

                          

Sharing customer information4

                          

                          

Module for customer service professionals, including service scheduling and resource management

                          

Supports third-party integration and customization

                          

Workflow and process automation support

                          

Accessible from a Web browser

                          

User level-based data access

                          

Marketing campaign management

                          

CRM

CRM

BCM

BCM

A 2004 AMR Research study found that•28 percent of CRM projects•33 percent had

A 2005 Forrester Research study found that»Two-thirds of respondents were with the ease of use of their CRM system»More than half of respondents were

with their CRM system's return on investment (ROI)

““First-Generation” CRM First-Generation” CRM ProblemsProblems

CRM’s Fatal FlawCRM’s Fatal FlawIt just isn’t naturalIt just isn’t natural

Microsoft Outlook, Excel…Microsoft Outlook, Excel…

What My Sales, Marketing and What My Sales, Marketing and Service People Use Service People Use Every DayEvery Day

““Why do I need this other Why do I need this other thing?”thing?”

??????

The CRM ThingThe CRM ThingWe Make Them UseWe Make Them Use

What Do Small Businesses Need From CRM What Do Small Businesses Need From CRM Systems?Systems?

Reliable user Reliable user adoptionadoption

•Great business fit

•Fast, flexible, and affordable technology

Small business: faster growthSmall business: faster growth

“…“…2006, Small & MSBs that have yet to invest in CRM 2006, Small & MSBs that have yet to invest in CRM software will be at a competitive disadvantage, compared software will be at a competitive disadvantage, compared

with those that have already implemented CRM. Buyers will with those that have already implemented CRM. Buyers will be driven not only by the competition, but also by average be driven not only by the competition, but also by average

payback periods of 13 months”payback periods of 13 months”Gartner - CRM Predicts: SMBs' Spending on CRM Will Grow (14 December 2005)

We also know that the growth rate We also know that the growth rate in CRM is greater in small business in CRM is greater in small business then Mid-Market or Enterprisethen Mid-Market or Enterprise

Microsoft CRM | Impressive GrowthMicrosoft CRM | Impressive Growth

Over Over 6,000 customers6,000 customers

Over Over 150,000 users 150,000 users

Full suiteFull suite of marketing, of marketing,sales, and servicesales, and service

Native OfficeNative Office experience experience

Web servicesWeb services architecture architecture

Fast, flexible, and Fast, flexible, and affordableaffordable

Available in Available in 22 languages22 languages

Microsoft CRMMicrosoft CRMCustomer Growth WorldwideCustomer Growth Worldwide

+100%+100%

+100%+100%

Why Microsoft Dynamics?Why Microsoft Dynamics?

New Choices For CRM Systems TodayNew Choices For CRM Systems Today

Yesterday’s ChoiceYesterday’s Choice

Complicated CRM Complicated CRM Systems That You Systems That You

OwnOwn

Generic Hosted Generic Hosted CRM That You CRM That You

RentRent

Microsoft CRMMicrosoft CRMPowerful configuration & customizationPowerful configuration & customization

Easy to deploy, use, and manage -- on-premise or hostedEasy to deploy, use, and manage -- on-premise or hosted

Today’s ChoiceToday’s Choice

Heavy, Heavy, complex, and complex, and

expensiveexpensive

Basic butBasic but““easy to easy to

get”get”

Microsoft Dynamics CRM Microsoft Dynamics CRM

•Works the way you do

–It’s the easiest and most natural way to get CRM

•Works the way technology should

–It’s fast, flexible, and affordable

•Works the way your business does

–It can be tailored to exactly fit each business

Microsoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0

•Sales–Create demand and generate new business

•Marketing–Better decision-making and a clearer view of customers

•Customer Service–Provide more value to customers

A complete CRM solution

Microsoft CRM ModulesMicrosoft CRM Modules

Customer ServiceCustomer Service

Sales Sales ManagementManagement

Marketing Marketing AutomationAutomation

For more information: For more information: http://www.microsoft.com/crmhttp://www.microsoft.com/crm

Microsoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0Key Benefits

Native Outlook Native Outlook ExperienceExperience

Works the Works the WayWay

You DoYou Do

Works the Works the WayWay

You DoYou Do

Easy Easy AdaptabilityAdaptability

Works the Way Works the Way Your Business Your Business

DoesDoes

Works the Way Works the Way Your Business Your Business

DoesDoes

Build, Build, Deploy & Deploy & ExtendExtend

Works the WayWorks the WayTechnology Technology

ShouldShould

Works the WayWorks the WayTechnology Technology

ShouldShould

Empowering end-users through familiar tools & Empowering end-users through familiar tools & technologytechnology

Work within everyday Work within everyday

applicationsapplications

Reduce user learning curveReduce user learning curve

Increase adoption and usageIncrease adoption and usage

++

Microsoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0

Works the Works the WayWay

You DoYou Do

Works the Works the WayWay

You DoYou Do

““The 3.0 version of Microsoft Dynamics CRM The 3.0 version of Microsoft Dynamics CRM tightly marriestightly marries Office and CRM functionality… it’s Office and CRM functionality… it’s virtuallyvirtually impossibleimpossible to separate one from the to separate one from the other.”other.” - Bruce Richardson, AMR Research - Bruce Richardson, AMR Research

Adapts to each unique businessAdapts to each unique business

Easy configuration and Easy configuration and

customizationcustomization

Rapid implementationRapid implementation

Adapt to meet the needs of your businessAdapt to meet the needs of your businessMicrosoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0

Works the Works the Way Your Way Your Business Business

DoesDoes

Works the Works the Way Your Way Your Business Business

DoesDoes

““Microsoft CRM 3.0 gives us the flexibility to create Microsoft CRM 3.0 gives us the flexibility to create exactly the business processes and data fields we exactly the business processes and data fields we need in our system on a real-time basis.”need in our system on a real-time basis.”

- Sandy Clifford, IT Director, United - Sandy Clifford, IT Director, United WayWay

Familiar business platformFamiliar business platform

Safe and secureSafe and secure

Powerful extensibilityPowerful extensibility

Easy to deploy, manage and Easy to deploy, manage and maintainmaintain

Roles-BasedUser Experience

Roles-BasedUser Experience

Business Workflowand Visibility

Business Workflowand Visibility

Integration andExtensibility

Integration andExtensibility

Microsoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0

Works the Works the WayWay

Technology Technology ShouldShould

Works the Works the WayWay

Technology Technology ShouldShould

““Microsoft CRM runs on Windows Server 2003 and Microsoft CRM runs on Windows Server 2003 and SQL ServerSQL Server——platforms and applications we’re platforms and applications we’re already familiar with and use in our business already familiar with and use in our business today.”today.” - Greg Hughes, Director, Security - Greg Hughes, Director, Security & IT, & IT, Corillian CorporationCorillian Corporation

Strategy: The Power of ChoiceStrategy: The Power of Choice

Flexible Deployment ScenariosFlexible Deployment Scenarios1.1.Hosted CRM w/ On-premise Exchange servicesHosted CRM w/ On-premise Exchange services

2.2.Hosted CRM w/ Hosted ExchangeHosted CRM w/ Hosted Exchange

3.3.Complete Hosting SolutionComplete Hosting Solution– Microsoft CRMMicrosoft CRM– Exchange ServerExchange Server

User Experience

OutlookOutlookInternet Internet ExplorerExplorer

On-premiseOn-premise

HostedHosted

On-premiseOn-premiseCustomer ServerCustomer Server

HostedHostedPerpetual Perpetual

On-premise On-premise Managed ServerManaged Server

PerpetualPerpetual SubscribeSubscribeDEPLOYMENT DEPLOYMENT OPTIONSOPTIONS

Hosted Hosted SubscriptionSubscription

LICENSING OPTIONS

–Windows SharePoint Services

–Live Communications Server

Small Business EditionSmall Business Edition

Designed for Small Business Server (SBS) PremiumDesigned for Small Business Server (SBS) PremiumRequired to install on SBSRequired to install on SBS

Follows SBS limits of 1 server and up to 75 users Follows SBS limits of 1 server and up to 75 users maximummaximum

Software Assurance at 25%/year of license is included Software Assurance at 25%/year of license is included withwith

CRM in customer facing Volume Licensing programsCRM in customer facing Volume Licensing programs

All CRM features plus unique small business only All CRM features plus unique small business only featuresfeatures

Wizard driven install <10 clicks Wizard driven install <10 clicks

Configuration “Consultant in a Box” Configuration “Consultant in a Box”

Business Contact Manager Migration Business Contact Manager Migration

SBS Management Tools integrationSBS Management Tools integration

SBS Fax Service integrationSBS Fax Service integration

Small Business Edition (SBE) Server £400*

SBS

SBEUser CAL £350per

user*

* Prices shown are estimated retail pricing ranges in UK via Open* Prices shown are estimated retail pricing ranges in UK via Open

InstallationInstallation

90 day SB trial product keyM4K6M-QG2P6-Y2JX3-QKJK2-C3TRJ

SBE Product Feature:SBE Product Feature:Customization WizardCustomization Wizard

Our Consultant in a BoxOur Consultant in a BoxWizard for applying some light weight customizations to Wizard for applying some light weight customizations to CRMCRMLaunches post setupLaunches post setupHas a VAR mode for saving customizations for later Has a VAR mode for saving customizations for later applicationapplicationCustomizations include:Customizations include:

Name formatsName formatsCreation of territoriesCreation of territoriesAllowing rename of Account, Contact and Case entitiesAllowing rename of Account, Contact and Case entitiesCreation of several default relationship rolesCreation of several default relationship rolesMore…More…

Tool does not:Tool does not:Create productsCreate productsCreate usersCreate usersCreate multiple BUsCreate multiple BUs

CustomisationCustomisation

SBE Product Feature:SBE Product Feature:Fax Server IntegrationFax Server Integration

Integrates Windows Fax server with CRMIntegrates Windows Fax server with CRM

Creates a Fax Activity record in CRM upon receipt Creates a Fax Activity record in CRM upon receipt of a fax on the serverof a fax on the server

Routes faxes to users automatically Routes faxes to users automatically

Non routable faxes are placed in a Fax QueueNon routable faxes are placed in a Fax Queue

Outbound faxes are also supported – including the Outbound faxes are also supported – including the sending of attached Office documentssending of attached Office documents

Management integrated with SBS Fax Server Management integrated with SBS Fax Server managementmanagement

SBE Product Feature: SBE Product Feature: SBS Management ToolsSBS Management Tools

Server Management console is highly used by SBS Server Management console is highly used by SBS administratorsadministrators

CRM admin tools are integrated into the SBS Server CRM admin tools are integrated into the SBS Server Management consoleManagement console

CRM tools accessible from here include:CRM tools accessible from here include:Workflow managerWorkflow manager

Link to CRM configuration (in Web app)Link to CRM configuration (in Web app)

Exchange rules deploymentExchange rules deployment

ISA IssueISA Issue

KB’s 896861 & 555565KB’s 896861 & 555565Remove 127.0.0.1 from default web Remove 127.0.0.1 from default web sitesite

Add DisableLoopbackCheck HKLM\Add DisableLoopbackCheck HKLM\SYSTEM\CurrentControlSet\Control\SYSTEM\CurrentControlSet\Control\LSA = 1 (dword)LSA = 1 (dword)

ProcessProcess

Sign the Certified Software Advisors Sign the Certified Software Advisors agreementagreement

https://mbs.microsoft.com/forms_secure/https://mbs.microsoft.com/forms_secure/mscrm/relationshiptype.aspxmscrm/relationshiptype.aspx

Access PartnerSourceAccess PartnerSourcehttps://mbs.microsoft.com/downloads/https://mbs.microsoft.com/downloads/public/viapassport.docpublic/viapassport.doc

voice@Microsoft.com for supportvoice@Microsoft.com for support

ProcessProcess

Profile Your Organization in VOICEProfile Your Organization in VOICEhttps://mbs.microsoft.com/voice/https://mbs.microsoft.com/voice/

Recommend stepsRecommend steps

Sign Up for InsightsSign Up for Insightsgo to VOICE. On the left-hand navigation go to VOICE. On the left-hand navigation menu click on Insights > Subscribe.menu click on Insights > Subscribe.

Secure Services from MBS (On Ramp Secure Services from MBS (On Ramp or À La Carte Services)or À La Carte Services) https://mbs.microsoft.com/partnersourchttps://mbs.microsoft.com/partnersource/resources/partneressentials/e/resources/partneressentials/ServicePrograms/ServicePrograms/mbspp_emea_services.htmmbspp_emea_services.htm

Stepping up to the plateStepping up to the plate

Complete Certifications to earn Complete Certifications to earn Software Advisor FeesSoftware Advisor Fees

Find CRM TrainingFind CRM Traininghttp://www.microsoft.com/uk/partner/http://www.microsoft.com/uk/partner/events/centre/search.aspxevents/centre/search.aspx

Initiate Marketing - Connected Initiate Marketing - Connected Customer GTMCustomer GTM

https://partners.microsoft.com/Pep/https://partners.microsoft.com/Pep/default.aspxdefault.aspx

Additional tipsAdditional tips

Evalutation InfoEvalutation Infohttp://www.microsoft.com/http://www.microsoft.com/dynamics/crm/product/dynamics/crm/product/evaluation.mspxevaluation.mspx

TrainingTraininghttps://mbs.microsoft.com/https://mbs.microsoft.com/partnersource/communities/partnersource/communities/training/elearning/news/training/elearning/news/ecoursesavailable_part_mscrm.htmecoursesavailable_part_mscrm.htm

What do you get in MAPSWhat do you get in MAPS

SummarySummary

MS CRM works the way people MS CRM works the way people like to worklike to work

Attend the training to get the Attend the training to get the most out of the productmost out of the product