crm2011 - the power of productivity

8/3/2019 CRM2011 - The Power of Productivity

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Microsoft Dynamics CRM October 2011The Power of Productivity : : Microsoft Dynamics CRM


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The Future

PLATFORMBUSINESS

USERSBUSINESS

APPS

The Ken Blanchard Companies. All rights reserved. Do not duplicate 14454B


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Microsoft Dynamics at a Glance


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Agenda

Customer Relationship Management

(CRM) today

What to look forward to withMicrosoft Dynamics CRM 2011

Why Microsoft Dynamics CRM is the best

in the industry

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3


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As product and price differentiation erodes, businessesare turning to customer experience to gain market shareover their competitors.

Forrester Research, The Forrester Wave, CustomerService Software Solutions, Q4 2008

The need for a compelling and engaging customer

experience, throughout the customer interaction life

cycle, is more critical than ever.ForresterResearch, The Forrester Wave: CRM Suites Customer

ServiceSolutions, Q3 2010,

Through any economic crisis, connections to customersare mandatory, or there will be no business.

Gartner, Inc. Adam Sarner and Gareth Herschel,CRM Now: Never Let a Good Crisis Go to Waste, September 28, 2009.


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World-class customer experiencesbegin with your people.


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PC Browser Phone


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Our sales people do

not follow our definedsales processes

Our sales team is too

stuck in its old ways torealize the potential ofnew technology

Our sales applications

are just toocumbersome to use

Oursales people donot have access to theinformation they needto succeed

Its hard to tap into

office systems whensales reps are on theroad

But your people face

Troy G. Miller, Eric P. Gist,Selling in Turbulent TimesAccenture Study

challengesevery day.


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Closedeals faster

Discoverinsights

Enhancerelationships

Attract moreprospects

Keepcustomers

Improveservice

Thats the Power of Productivity

By giving your people the right tools you can amplify their impact.


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The Power of Productivity:

Familiar Intelligent Connected


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Familiar solutions drive adoption

Natural

Personal

Flexible


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Intuitive

Actionable

Relevant

Intelligent solutions deliver insights


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Collaborative

Integrated

Innovative

Connected solutions enhance

customer experiences


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Introduction toMicrosoft DynamicsCRM 2011


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SalesProductivity

CustomerCare

MarketingEffectiveness

Extended CRMApplications

Relationships Interactions Process InsightsxRM Framework

PC Browser Phone


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Can use multiple pre-built dashboards

Or can create personal dashboards via drag-n-drop controls

Easily bring in outside data like

maps, financial data, etc.


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Maximize the value of relationships

Track and manage sales interactionsacross multiple channels

Automate processes to increasesales productivity

Maximize sales pipeline visibilityand insights

Sales Productivity

SalesProductivity

CustomerCare




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Pipeline ManagementSales Collaboration Performance Management

Customer management Complex sales processes

Integrated to retail systems

Account Management

Streamlined communications Centralized parts & pricing

20% increase in productivity

Opportunity Management

Automated key processes Pipeline reports 2 days > 2 min

Reduced sales costs by 20-30%

Lead Management

Real-time dashboards Telephony integration Saves $13K / month from SFDC

Real-time Analytics

360-degree customer view Sales agreements & contracts Integrated with SAP R/3

Order Management

Streamlined purchase orders Real-time ERP Integration

Reduced delivery time 85%

The notion that a lead is worked in the system until it becomes a viable contact, account,

and/or opportunity, is a good way to drive positive results.

- Thomas Doerr, Project Delivery Director, CH2MHill

Time to create opportunity 30m1m Cross-sell opportunities up by 210% Friendly fire incidents down by 90%

Holistic customer view across org. Avg. contribution rate up by 43% Avg. problem resolution time 75%

Sales Productivity
http://www.nikon.com/


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Demonstration:Sales Productivity withMicrosoft Dynamics CRM


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Maximize customer loyalty andlifetime relationship value

Enable multi-channel interactionmanagement

Drive efficiencies and consistency inprocess execution

Use insights to deliver differentiatedcustomer care

Customer Care

SalesProductivity

CustomerCare




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Knowledge Management

Access to contextual Info Streamlined KM activities Pre-populated response template

Service Excellence

Improved bottom line by 20% Improved 1st issue resolution Consolidated data / applications

Agent Productivity

Improved agent productivity Increased 1st contact resolution Reduced call handling times

Customer Loyalty

Improved customer satisfaction Reduced customer churn Identified new opportunities

Process Automation

10x > single product sales replaced manual processes

Increased service productivity

Analytics

Actionable insights Real-time customer data reports

Improved KPI monitoring

Case Management

Multi-tier case management Dealer self-service for cases

Improved service to dealers

Contract Management

Ability to track compliance Optimized contract fulfillment

Accurate pricing and terms

With Microsoft Dynamics CRM, well be able to keep up with 20 percent annual increases in

customer inquiry volume without having to increase staff on our Customer Care team.- Davonne Minshew, Customer Care Manager at Hard Rock International

Customer Care


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Demonstration:Customer Care withMicrosoft Dynamics CRM


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Target the right campaigns to theright audience

Quickly orchestrate campaignsacross multiple channels

Automate key processes (leadqualification, approvals, etc.)

Effectively track marketing impactand discover insights

Marketing Effectiveness

SalesProductivity

CustomerCare




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Campaign Management

Pinpoint campaigns and offers 1,000 new customers in 1 campaign 93% season ticket holder renewal

Lead Management

Holistic lead management process Reduced qualification time by 87% Increased lead quality by 75%

Performance Management

Streamlined Birthday Program Increased membership 7-fold Reduced lead costs 80 to pennies

Segmentation

Integration to retail systems In-depth analysis/segmentation Most profitable/costly segments

Needs Analysis

Needs analysis profile Pinpoint segmentation Tailored cross-sell campaigns

Marketing Planning

Centralized marketing planning Local marketing execution Proactive decision making

Real-time Analytics

Real-time reports and analytics Empowered marketing staff Streamlined marketing ops.

Process Automation

Integration to ext/internal systems Intelligent lead distribution Streamlined sales matches by 25%

Our objective is to build interactive relationships with ice cream lovers and to provide them with theultimate ice cream experience. Microsoft Dynamics CRM provides us the ability to better serve our

customers by delivering relevant communications and the innovative products they desire.

- Heather Dorr, Senior Marketing of Marketing Information Systems, Cold Stone Creamery

Marketing Effectiveness
http://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=en


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Demonstration:Marketing Effectiveness withMicrosoft Dynamics CRM


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The Evolution from CRM to Extended CRM

Partner RelationshipManagement

Distributor RelationshipManagement

Reseller RelationshipManagement

Employee RelationshipManagement

Contractor RelationshipManagement

Supplier RelationshipManagement

Asset Management

Property Management

Fleet Management

Case Management

Task Management

Event Management

Organizationsneed to extendthe power of CRMto maximize otherrelationships.

MicrosoftDynamics CRM

2011 is easilycustomized tosupport ExtendedCRM scenarios


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Enhance the value of all relationships

Improve business relevance and fit

Drive operational excellence

Increase business insights

Extended CRM

SalesProductivity

CustomerCare




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Partner Management

Core business applications

Customer and suppliermanagement Reduced application development

time by more than 50%

Franchise Management

Property Development andFranchise Management

Operations and Legal Compliance Winner Excellence in ExtendingDynamics CRM

Renewal Management

Mission-critical, multi-tenant CRMplatform serves the unique needs ofover 50 clients worldwide.

Property Management

Real estate development andinvestment management apps

Rapid customization anddevelopment

Case ManagementWealth Management

Over 20 applications Portfolio, Vendor and Investment

Management

Dealer Management

Order Entry Solution Knowledge Management

Reduced development costs by60%

Grant Management

Over 15 applications Charitable event & fundraising Reduced development time by 75%

Before, we had a distributed application architecture of 10 to 15 point solutions, Now, we're standardizing

many applications onto the platform. Not only do we get functionality but we also get automated workflows,mail-merge capabilities, and a detailed out-of-the box portfolio of other tools to work with."

John Lomnicki, Enterprise Architect, ELCA Board of Pensions.

Over 12 Applications Education, contractor and auditing Reduced application development

time by 75%

Extended CRM Applications
http://www.servicesource.com/


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Extend CRM with Microsofts Global

Network of Partners

Professional Services Hosters

Implementation

Support

Education

Industry and regional expertise

Independent Software Vendors

Plug-ins and developerextensions

Vertical and industryapplications


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Discover Solutions with newMicrosoft Dynamics Marketplace

www.microsoft.com/dynamics/marketplace

Application and Professional Services

listings

New Optimized Search Logic Ratings and Reviews

Discover, Download and Deploy

Applications

Integrated with Dynamics CRM 2011

Replacing Solution Finder end of 2010


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Demonstration:Extended CRM withMicrosoft Dynamics CRM


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Why Choose

Microsoft DynamicsCRM?


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Microsoft: Defining Productivity

The future of productivity organizations will save, innovate and grow as

their people benefit from working across the PC, phone and browser

Stephen Elop, president, Microsoft Business Division

More than $9B in annual R&D investment

For Office 2010: Forrester constructed a Total Economic Impact

framework for a composite organization and found the ROI to be 301

percent with a payback period of 7.4 months after deployment

a savings of more than two work weeks per year.

Over $2.3B in cloud infrastructure investments


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Microsoft CRM Momentum

Over 100 service providers hostingDynamics CRM solutions

Over 1,400,000 users in more than 80countries with 40+ languages

Over 23,000 customers from small toenterprise

Over 1,200 software and servicespartners with newDynamics CRMcompetency

Regional datacenters in the Americas,EMEA, and APAC


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Professional ServicesFinancial Services Manufacturing

Retail & HospitalityHealth &

Life SciencesPublicSector

Travel &Entertainment
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.svn.com/http://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://www.branz.co.nz/http://www.hitachiconsulting.com/http://www.crossmark.com/http://oldcastle-precast.com/http://www.gates.com/http://www.catalystpaper.com/http://www.rolanddga.com/http://www.mcfe.com/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://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.finpro.fi/http://www.raibakwt.com/http://www.statoil.com/STATOILCOM/SVG00990.nsf?OpenDatabase&lang=en


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Enterprise Momentum

United States Air Force | Task management | 24x increase in task visibility | 60% reduction in

contractor support | 90% reduction in storage requirements | $3 million cost savings annually

United States Department of Agriculture | Conservation management, grants management, disaster

response, application review | Tracks documents in MOSS 2007 and maps farm plats in Virtual Earth

UK Department of Work and Pensions | Constituent service | Consolidates and load balances

customer call back functions of 23 regional contact centers to a single national network

ING | Vendor management | 85 million customers in 40 countries worldwide | Manages internal &

external relationships for world-class procurement | Configures workflows to trigger activities & tasks

Barclays Bank PLC | Customer service | 25% reduction in customer complaints | 15% increase in

customer satisfaction | 22% reduction in cost-per-incident

Shanghai Pudong Development Bank | Sales force automation and analysis | 600,000 VIP accounts |

21 branches | Leveraging basic reporting, data mining, and dashboards

Hilton Hotels | Sales, opportunity, and event management | 3,200 hotels worldwide | Developing

and integrating to a custom .Net application for inventory with Accenture

SingleCustomerViewExample


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Single Customer View Example

EnableUserAdoption


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User Options Outlook Web Office Portal Mobile

BenefitsDeliver User ChoiceIncreased Adoption

Enable User Adoption


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SaaS continues to grow in importance. As recently as 2009, in markets likeCRM, SaaSaccounted for 20% of enterprise application spend.

Gartner, Inc., Public Cloud Infrastructure Helps SaaS Vendor Economics, June 4, 2010.

NEWECONOMICS

Pay for what you use Lower and predictable costsShift from capex and opexAccelerate speed to value

REDUCEDMANAGEMENT

No patching, maintenanceFaster deploymentRobust multi-layered securityReliability and fault-tolerance

INCREASEDPRODUCTIVITY

Latest software for users Internet collaborationAnywhere access Instant self-provisioning

Amplifying Productivity with the Cloud

SaaS growth will significantly outpace traditional software product delivery. IDC, Robert P. Mahowald, Worldwide Software as a Service 2010-2014 Forecast: Software Will

Never Be the Same, June, 2010.
http://my.gartner.com/portal/server.pt?open=512&objID=260&mode=2&PageID=3460702&resId=1380823&ref=QuickSearch&sthkw=cloud+and+economyhttp://my.gartner.com/portal/server.pt?open=512&objID=260&mode=2&PageID=3460702&resId=1380823&ref=QuickSearch&sthkw=cloud+and+economy


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Help all users increase productivity

Close more deals

Improve customer satisfaction

Deliver innovation

Drive operational excellence

Reduce costs


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Excite

Community

Relationship

Management

Application

Customer

Relationship

Management

Application

Investor

Relationship

Management

Application

Case

Management

Application

Anything

Relationship

Management

Application

Relationships Interactions Process InsightsxRM Framework

Sales ForceAutomation

CustomerCare

MarketingAutomation


Microsoft Dynamics CRM Today
https://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrmhttps://partner.microsoft.com/productssolutions/dynamics/microsoftdynamicscrm


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Product excellence

2nd year to hold a leadership position in theGartner CRM Customer Service ContactCenter MQ

Ranked as a Leader in the Forrester WaveReport for CRM Suites Customer ServiceSolutions

Awarded the highest absolute score inForrester Wave Reports for large &midsized organizations

Customer success

Jelly Belly received CRM Magazine MarketElite Award for CRM Customer Service

Municipal Government of Coamo receivedCRM Magazine Customer Service EliteAward

crm2011 - the power of productivity

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