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Microsoft Business Solutions Customer Relationship Management

Microsoft Business Solutions Customer Relationship Management. A presentation to MerIT group June 16 th 2004 Peter Clements - CRMbase. Agenda. Our event plans to explains the benefits and potential drawbacks of CRM and the features of Microsoft CRM product. An overview of CRM technology

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Microsoft Business Solutions Customer Relationship Management

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  1. Microsoft Business SolutionsCustomer Relationship Management A presentation to MerIT group June 16th 2004 Peter Clements - CRMbase

  2. Agenda • Our event plans to explains the benefits and potential drawbacks of CRM and the features of Microsoft CRM product. • An overview of CRM technology • Microsoft CRM • they key benefits for SMEs • the key components • automated lead gathering • sales force automation • automating customer service • management reporting

  3. CRM – what is it Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. ‘CRM is a discipline that encompasses ‘identifying, attracting and’. retaining the most valuable customer to sustain profitable growth.

  4. The customer relationship • Target • Find • Understand • Attract • Qualify • Close • Learn from • Develop

  5. What does CRM provide? • A single location for holding customer information • Structure activities around the customer • Provide a better framework for sales processes • Provide a better framework for customer service processes • A mechanism for better management of marketing activities

  6. Key areas of functionality Marketing Automation Management reporting Customers Sales Force Automation Customer Service

  7. Does it work? Insight Technology Group found from research that the most successful CRM implementations achieved: revenue increases of 42% cost of sales decreased by 35% length of sales reduced by 25% margins were improved by 2% customer satisfaction up by 20%

  8. Why does it work? • Sales teams are better organised around customers priorities • Customer data is more accurate • Different functions have common view of customer • Leads are better managed • Pricing of product and services are managed better

  9. Economics of customer retention “Winning back a lost customer can cost up to 50-100 times as much as keeping a current one satisfied.” Rob Yanker, Partner, McKinsey & Company Understanding your customer is key to retention…..

  10. So, what is Microsoft CRM • Stack of industry leading technologies • Built around a core set of customer data • Offering scale, flexibility and integration • Accessed through standard interfaces • Offering sales force automation, customer service functionality, marketing features and management reporting

  11. An objective view • “Organizations can use Microsoft Customer Relationship Management (Microsoft CRM) to improve the performance of Sales and Customer Service Teams and to simplify the management of those teams. Because of its relatively low costs and its integration with Microsoft Outlook, Microsoft CRM will appeal to most mid-market businesses that hope to deploy an inexpensive, user-friendly solution” • – Nucleus Research, Inc

  12. Microsoft CRM 1.2 packaging Microsoft Business Solutions CRM Suite Professional Microsoft Business Solutions CRM Microsoft Business Solutions CRM Sales Customer Service Microsoft Business Solutions CRM Standard Suite Microsoft Business Solutions CRM Microsoft Business Solutions CRM Sales Customer Service

  13. Pricing • Per named user – from £300 • Server module – from £1,000 • Varies by: • Edition – standard or professional • Purchase size – 5, 10, 25, 50 … • Purchased on-line or through partner

  14. Presentation Layer (XML/XSL) Business logic Proxy Layer Microsoft CRM Logical Architecture Outlook Client Browser Client Outlook 2000 or XP Win2k or WinXP IE 6.0 client on Win 98, WinME, Win2k or WinXP Presentation Layer (XML/XSL) Business Logic ASP.NET & IIS .NET Framework Win2k/XP Dispatch Layer Object Model Workflow Meta Data Entity Mapping Layer Offline Queue Database MSDE Metabase MSDE Secure SOAP API Shims ATL Server Win2k /Win XP Active Directory Crystal Reports (Enterprise) Object Model Workflow Meta Data Entity Mapping Layer Meta Data Query Processor SQL Server Replication Database SQL Server 2000 Metabase SQL Server 2000

  15. Microsoft CRM and .NETDesigned for Integration and Enhancement Microsoft Outlook Microsoft IE SharePoint Portals Web Services Great Plains Navision Axapta Solomon Embedded BizTalk Server BusinessIntelligence Sales (includes Marketing) Customer Service 3rd Party Applications Core CRM Server SQL Server

  16. Key features • Intuitive • Links well with standard desktop applications • Web service • Easy to customise • Integrates with SQL and Exchange • Scales down to one server

  17. Demonstration • The Internet Explorer interface – easy to navigate • The Outlook Explorer interface – mobile access to customer data • SFA features and benefits • CS features and benefits • Marketing automation and benefits • Management reporting

  18. Internet Explorer client Easy access to activities Related information on side tabs Company announcements Key modules – one click from home page

  19. Microsoft CRM Sales Standard Lead management Opportunity management Correspondence / mail merge Account & contact management Notes & attachments Activity & task management Search Direct email Territory Management User & business management Calendar Set of reports Customization tools & utilities Sales Force Automation • Microsoft CRM Sales Professional all standard features plus • Lead Routing • Workflow • Sales process management • Product catalog • Quotes, orders, invoices • Quotas • Sales literature • Competitor tracking • ERM Integration

  20. Sales process • Lead generated • Qualified into account or contact • Opportunity identified • Qualified through quote • Order placed • Invoice record placed

  21. Customer Services automation • Microsoft CRM Customer Service Professional • Workflow • Email management • Product catalog • Routing • Contract management • PLUS ALL STANDARD FEATURES • Microsoft CRM Customer Service Standard • Case management • Service request • Knowledgebase management • Direct Email • Search • Queuing • Account & contact management • Activity & task management • Calendar • Notes & Attachments • User & Business management • Set of reports • Customization tools & utilities

  22. The challenges • Focussing on objectives • Managing the change • Implementing a customer centric strategy • Integrating other customer functions • Migrating existing data • Re-training customer facing staff

  23. About us • CRMbase is an independent technology consulting company with a high level of knowledge and skills in Microsoft CRM technology. We can help you evaluate, pilot and implement Microsoft CRM. We are cost effective and focus on meeting your objectives. • www.crmbase.co.uk • info@crmbase.co.uk • 01457 874864 or 0778 783 7593

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