Presentation Transcript

1. The Power of ProductivityMicrosoft Dynamics CRM

   Presenter: Arthur Axelrad Solution Engineer JOVACO Solutions, Inc.
2. Agenda Customer Relationship Management (CRM) todayWhat to look forward to with Microsoft Dynamics CRM 2011Why Microsoft Dynamics CRM is the best in the industry 1 2 3
3. “The need for a compelling and engaging customer experience, throughout the customer interaction life cycle, is more critical than ever.” Forrester Research, “The Forrester Wave: CRM Suites CustomerService Solutions, Q3 2010,” “As product and price differentiation erodes, businesses are turning to customer experience to gain market share over their competitors.” Forrester Research, “The Forrester Wave, Customer Service Software Solutions, Q4 2008” “Through any economic crisis, connections to customers are 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.
4. World-class customer experiences… …begin with your people.
5. But your people face challenges every day “Our sales applications are just too cumbersome to use” “Our sales people do not have access to the information they need to succeed” “Our sales people do not follow our defined sales processes” “Our sales team is too stuck in its old ways to realize the potential of new technology” “It’s hard to tap into office systems when sales reps are on the road” Troy G. Miller, Eric P. Gist, “Selling in Turbulent Times” Accenture Study
6. By giving your people the right tools… … you can amplify their impact. Attract more prospects Improve service Closedeals faster Discover insights Keep customers Enhance relationships That’s the Power of Productivity
7. The Power of Productivity: Familiar Intelligent Connected
8. Familiar solutions drive adoption Natural Personal Flexible
9. Intelligentsolutions deliver insights Intuitive Actionable Relevant
10. Connected solutions enhance customer experiences Collaborative Integrated Innovative

11. Introduction to Microsoft Dynamics CRM 2011

12. Outlook Browser Mobile Sales Productivity Marketing Effectiveness Extended CRM Applications Customer Care Relationships • Interactions • Process • Insights xRM Framework Cloud On-premises
13. Sales Productivity Maximize the value of relationships Track and manage sales interactions across multiple channels Automate processes to increase sales productivity Maximize sales pipeline visibility and insights Marketing Effectiveness Extended CRM Applications Customer Care Sales Productivity
14. Sales Productivity Pipeline Management Sales Collaboration Account Management Lead Management Opportunity Management Performance Management Real-time Analytics Order Management Holistic customer view across org. Avg. contribution rate up by 43% Avg. problem resolution time 75% Time to create opportunity 30m→1m Cross-sell opportunities up by 210% “Friendly fire” incidents down by 90% Streamlined purchase orders Real-time ERP Integration Reduced delivery time 85% Customer management Complex sales processes Integrated to retail systems Real-time dashboards Telephony integration Saves $13K / month from SFDC 360-degree customer view Sales agreements & contracts Integrated with SAP R/3 Streamlined communications Centralized parts & pricing 20% increase in productivity Automated key processes Pipeline reports 2 days > 2 min Reduced sales costs by 20-30% “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
15. Driving Sales Productivity +90% in user adoption +17% Customer “Re-Win” rate +15% Selling Time Lost opportunities -10% Duplicate sales efforts -90% Time on Pipeline reports -80%
16. Customer Care Maximize customer loyalty and lifetime relationship value Enable multi-channel interaction management Drive efficiencies and consistency in process execution Use insights to deliver differentiated customer care Marketing Effectiveness Extended CRM Applications Sales Productivity Customer Care
17. Customer Care Contract Management Case Management Process Automation Analytics Service Excellence Knowledge Management Agent Productivity Customer Loyalty Actionable insights Real-time customer data reports Improved KPI monitoring 10x > single product sales replaced manual processes Increased service productivity Multi-tier case management Dealer self-service for cases Improved service to dealers Ability to track compliance Optimized contract fulfillment Accurate pricing and terms Improved customer satisfaction Reduced customer churn Identified new opportunities Access to contextual Info Streamlined KM activities Pre-populated response template Improved bottom line by 20% Improved 1st issue resolution Consolidated data / applications Improved agent productivity Increased 1st contact resolution Reduced call handling times “With Microsoft Dynamics CRM, we’ll 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
18. Leader in Customer Care Product excellence 2nd year to hold a leadership position in the Gartner CRM Customer Service Contact Center MQ Ranked as a Leader in the Forrester Wave Report for CRM Suites Customer Service Solutions Awarded the highest absolute score in Forrester Wave Reports for large & midsized organizations Customer success Jelly Belly received CRM Magazine Market Elite Award for CRM Customer Service Municipal Government of Coamo received CRM Magazine Customer Service Elite Award Forrester Wave™: CRM Suites Customer Service Solutions, Q3 ‘10 Gartner MQ for CRM Customer Service Contact Centers
19. Marketing Effectiveness Target the right campaigns to the right audience Quickly orchestrate campaigns across multiple channels Automate key processes (lead qualification, approvals, etc.) Effectively track marketing impact and discover insights Customer Care Sales Productivity Extended CRM Applications Marketing Effectiveness
20. Marketing Effectiveness Needs Analysis Segmentation Marketing Planning Real-time Analytics Performance Management Campaign Management Process Automation Lead Management Integration to ext/internal systems Intelligent lead distribution Streamlined sales matches by 25% Centralized marketing planning Local marketing execution Proactive decision making Pinpoint campaigns and offers 1,000 new customers in 1 campaign 93% season ticket holder renewal Real-time reports and analytics Empowered marketing staff Streamlined marketing ops. Holistic lead management process Reduced qualification time by 87% Increased lead quality by 75% Streamlined “Birthday Program” Increased membership 7-fold Reduced lead costs 80₵ to pennies Integration to retail systems In-depth analysis/segmentation Most profitable/costly segments Needs analysis profile Pinpoint segmentation Tailored cross-sell campaigns “Our objective is to build interactive relationships with ice cream lovers and to provide them with the ultimate 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
21. Improving Customer Care #2 Customer Service Ranking +15% Customer Satisfaction Customer Complaints -25% Cost Per Incident -22% Complaint Escalations -80%
22. The Evolution from CRM to Extended CRM Partner Relationship Management Asset Management Organizations need to extend the power of CRM to maximize other relationships. Microsoft Dynamics CRM 2011 is easily customized to support Extended CRM scenarios Property Management Distributor Relationship Management Fleet Management Reseller Relationship Management Employee Relationship Management Case Management Contractor Relationship Management Task Management Supplier Relationship Management Event Management
23. Extended CRM Enhance the value of all relationships Improve business relevance and fit Drive operational excellence Increase business insights Sales Productivity Marketing Effectiveness Customer Care Extended CRM Applications
24. Extended CRM Applications Case Management Property Management Wealth Management Franchise Management Renewal Management Dealer Management Grant Management Partner Management Property Development and Franchise Management Operations and Legal Compliance Winner “Excellence in Extending Dynamics CRM” Over 12 Applications Education, contractor and auditing Reduced application development time by 75% Real estate development and investment management apps Rapid customization and development Core business applications Customer and supplier management Reduced application development time by more than 50% Over 20 applications Portfolio, Vendor and Investment Management Over 15 applications Charitable event & fundraising Reduced development time by 75% Mission-critical, multi-tenant CRM platform serves the unique needs of over 50 clients worldwide. Order Entry Solution Knowledge Management Reduced development costs by 60% “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.
25. Delivering Extended CRM Winner2010Gartner CRM Excellence Awards Application Development Costs -60% Reduced Customization Time -50% Reduced order processing from 5 min to 90 seconds
26. Extend CRM with Microsoft’s Global Network of Partners Professional Services Hosters Implementation Support Education Industry and regional expertise Independent Software Vendors Plug-ins and developer extensions Vertical and industry applications
27. Microsoft: Defining Productivity More than $9B in annual R&D investment Over $2.3B in cloud infrastructure investments “The future of productivity … organizations will save, innovate and grow as their people benefit from working across the PC, phone and browser” 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.
28. Microsoft CRM Momentum Over 1,400,000 users in more than 80 countries with 40+ languages Over 23,000 customers from small to enterprise Over 1,200 software and services partners with new Dynamics CRM competency Over 100 service providers hosting Dynamics CRM solutions Regional datacenters in the Americas, EMEA, and APAC
29. Professional Services Manufacturing Financial Services PublicSector Retail & Hospitality Health &Life Sciences Travel &Entertainment
30. Amplifying Productivity with the Cloud NEW ECONOMICS REDUCED MANAGEMENT INCREASED PRODUCTIVITY Pay for what you use Lower and predictable costs Shift from capex and opex Accelerate speed to value No patching, maintenance Faster deployment Robust multi-layered security Reliability and fault-tolerance Latest software for users Internet collaboration Anywhere access Instant self-provisioning “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.   “SaaS continues to grow in importance. As recently as 2009, in markets like CRM, SaaS accounted for 20% of enterprise application spend.” – Gartner, Inc., Public Cloud Infrastructure Helps SaaS Vendor Economics,” June 4, 2010.
31. Help all users increase productivity Close more deals Improve customer satisfaction Deliver innovation Drive operational excellence Reduce costs
32. The Move To The Cloud Is On! REDUCED MANAGEMENT NEW ECONOMICS INCREASED AGILITY Subscription based Lower and predictable costs Shift from capex and opex Accelerate speed to value Reduced administration and maintenance Faster deployment Robust multi-layered security Latest software for users Internet collaboration Anywhere access Instant self-provisioning