Break Out from a Marketing Slump with Microsoft Dynamics CRM

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What’s On The Agenda Today

• Today’s Marketing Challenges

• New Choices for Managing Customer Relationships

• Microsoft CRM Momentum

• Managing Marketing with Microsoft CRM

• Demonstration

Key Challenges in Managing Marketing

•Ineffective lead tracking & follow-up

•Lack of targeted communications

•Lack of proper customer segmentation

•Inability to measure effectiveness/ROI

•Unjustifiable marketing spend

Declining Market Share Ineffective Campaigns

Includes an end-to-end process that allows you to collect actionable information about each

customer

How to Manage Marketing Challenges?

Creates a customer-

focused culture

Helps your employees analyze

customer information

Makes it easier for employees to

collaborate with internally and externally

A Winning

CRM Strategy

How is CRM Different from Contact 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

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

» 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 Problems

A 2005 Forrester Research study found that

What Do Businesses Need From CRM Systems?

• Reliable user adoption

• Great business fit

• Fast, flexible, and affordable technology

New Choices For CRM Systems Today!

Yesterday’s ChoiceYesterday’s ChoiceComplicated CRM Complicated CRM Systems That You Systems That You

OwnOwn

Generic Hosted Generic Hosted CRM That You CRM That You

RentRent

Microsoft Dynamics CRMMicrosoft Dynamics CRM

Customize to Your Business NeedsCustomize to Your Business Needs Easy to Get, Easy to Use – Easy to Get, Easy to Use – On-premise and/or On-premise and/or

HostedHosted

Today’s ChoiceToday’s Choice

Heavy, Heavy, complex, and complex, and

expensiveexpensive

Basic butBasic but““easy to easy to

get”get”

Microsoft Dynamics CRM At A Glance

• Over 7,500 customers

• Over 250,000 users

• Full suite of marketing,sales, and service

• Native Office experience

• Web services architecture

• Fast, flexible,and affordable

• Available in22 languages

Microsoft CRMMicrosoft CRM

Customer Growth WorldwideCustomer Growth Worldwide

FY03 FY04 FY05 FY06

100%100%

100%100%

100%100%

Small Businesses Large EnterprisesMidsized Companies

Strong Growth Around The WorldStrong Growth Around The World

The Power Of An Integrated Solution

SalesSales ServiceService

MarketingMarketing

Service-orientedService-orientedarchitecture builtarchitecture built

on industry standardson industry standards

Easy for users to Easy for users to adoptadopt

Easy for IT to manageEasy for IT to manage

Deploys on-premiseDeploys on-premiseor hostedor hosted

A complete CRM suiteA complete CRM suitethat utilizes thethat utilizes the

power and power and productivityproductivity

of the Microsoft of the Microsoft platformplatform

Customers Speak Out

““Quiznos successfully implemented Microsoft Dynamics Quiznos successfully implemented Microsoft Dynamics CRMCRMjust over a year ago for approximately 550 users. We are just over a year ago for approximately 550 users. We are planning on upgrading to version 3.0 to take advantage of planning on upgrading to version 3.0 to take advantage of several new features, including the addition of entities several new features, including the addition of entities along with advanced querying and exporting capabilities.”along with advanced querying and exporting capabilities.”

–– Kristie Reid, IT project manager, Quiznos Kristie Reid, IT project manager, Quiznos

““I was sold on Microsoft CRM the first time I saw it,”I was sold on Microsoft CRM the first time I saw it,”– John Walker, Sr. VP, Bus Dev, Phoenix – John Walker, Sr. VP, Bus Dev, Phoenix

SunsSuns

““Microsoft CRM is getting more powerful in the Microsoft CRM is getting more powerful in the marketplace.marketplace.It’s more accessible, the price is right, it’s easier to adopt. It’s more accessible, the price is right, it’s easier to adopt. Greater flexibility to automate existing business processesGreater flexibility to automate existing business processesis a critical win,”is a critical win,”

– Berhard McMahan, Chairman, JustGoodBusiness– Berhard McMahan, Chairman, JustGoodBusiness

Key Benefits Of Microsoft CRM

• Works the Way You Do– It’s an easy and natural way

for your people to use CRM

• Works the Way Technology Should– It’s fast, flexible, and affordable

• Works the Way Your Business Does– It can be tailored to fit each business

Microsoft CRM | Works the Way You Do

• Native

Microsoft

Outlook

Folders &

Command Bar

• Automatic

calendar,

contact, task

and email

synchronizatio

n

• Quick views

of relevant

information

Drivesales,

service, and marketing right from Outlook.

Track activities

with a single click. Share views

across your team.

Microsoft CRM | Works the Way Your Business Does

• Powerful reporting via SQL Reporting Services

• Take data into Excel while maintaining a live data link

• Secure, roles-based access at the database level

• Create workflow based on standard and custom entities

• Evaluate conditions and actions across systems

New LeadReceived

ExistingAccount?

CreateNew Acct

CreateNew Oppty

Assign toTelesales

AlertSales Rep

Y

N

Microsoft CRM | Works the Way Technology Should

Roles-BasedUser Experience

Roles-BasedUser Experience

Business Workflowand Visibility

Business Workflowand Visibility

Integration andExtensibility

Integration andExtensibility

• Use Outlook, browser, or mobile device

• Get just the right tasks to each user

• Intelligent links to Microsoft Office

• Drive more consistent process execution

• Tailor the system to fit your business

• Get instant visibility and alerts

• Web services architecture

• Connect multiple systems in real-time

• Easily import & export data

Microsoft CRM Delivers Customer Choice

On-PremiseOn-PremiseMicrosoft CRMMicrosoft CRM

Partner-HostedPartner-HostedMicrosoft CRMMicrosoft CRM

On-PremiseOn-PremiseMicrosoft CRMMicrosoft CRM

Partner-HostedPartner-HostedMicrosoft CRMMicrosoft CRM

Start hosted orStart hosted oron-premise,on-premise,

and migrate easilyand migrate easilyif your needs changeif your needs change

Managing Marketing with Microsoft CRM

Measure Success•Report campaign effectiveness

•Define & track metrics

•Communicate through dashboards (SharePoint, BSM)

Identify Right Target

•Segment customers & create campaign lists

•Utilize external lists•Leverage Business Intelligence

Manage Campaigns

•Personalized message

•Reusable Campaign templates

•Integrated campaign execution (ISV)

Distribute leads•Distribute leads automatically

•Avoid duplicates•Track leads through closure

Marketing Demo

Microsoft CRM | Marketing Key Benefits

• Plan proactively by turning customer information into clear, actionable knowledge

• Understand your customers by having a total view of their history, instantly accessible by the entire organization

• Make better business decisions with robust reporting and analytical tools that offer real-time visibility into customer behavior

• Reach the right prospects by executing campaigns built with intelligent list and segmentation tools

• Build deeper customer relationships by using a closed-loop view of each customer’s preferences, relationships and buying history to anticipate future needs

• Launch campaigns quickly with making successful campaigns into easily deployable templates

Customer BusinessChallenge Solution Customer

Results/Benefits

• Improved efficiency by 25 percent

• Increased sales opportunities

• Reduced administrative costs by 15 percent

• Saved U.S.$30,000 per year coordinating sales pipelines

• Improved services

• Implemented Microsoft® Business Solutions CRM as a centralized repository for all customer information

• Deployed Microsoft SQL ServerTM 2000 for its database solution

• Connected disparate systems with Microsoft BizTalk® Server 2004

• Needed to improve cross-departmental sales opportunities

• Wanted to take advantage of existing IT systems and custom applications

• Needed better sales forecasting

Construction company implements CRM solution, increases efficiency by 25%

“Our company isn’t big enough for a full-blown ERP system, but we’re sophisticated enough to want that

kind of detailed view of data. Microsoft CRM is the perfect balance.”

Bob Frey, Vice President of Service Sales, McKinstry Company

Microsoft CRM | Next Steps

• Choose Microsoft CRM for the technology and platform to manage marketing in your business

– Outstanding user experience and user adoption

– Great business fit and visibility into results

– Scalable and secure platform with great extensibility

• Define a complete CRM solution and plan that includes people, process, and technology

– Microsoft and its global network of partners are committed to your success

© 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.