Microsoft CRM Product Overview Objectives

1. Microsoft CRM Product Overview Objectives This lesson will discuss: • Microsoft CRM at a Glance • Key Product Features of Microsoft CRM • Tools to Make Microsoft CRM even More Efficient • Solving Common Pain Points with Microsoft CRM through Usage-Based Scenarios

2. Microsoft CRM at a Glance Microsoft CRM helps small and mid-sized business as well as divisions of larger companies increase sales success, deliver superior customer service, and make informed, agile business decisions. Microsoft CRM is a server-based application that offers both Sales and Customer Service modules. Each module can be purchased separately, or both can be purchased as a Suite. Accessible from Microsoft Outlook, the Web and Pocket PC devices, Microsoft CRM is easy to use, customize, and maintain, integrates with other business systems, and scales to grow along with your business. This section will: • Give a quick differentiation of the components included in the Standard and Professional versions • Give a high level overview of each client interface • Give a high level overview of Microsoft CRM licensing • List Microsoft CRM Software Requirements

3. Microsoft CRM Version Comparisons

4. Microsoft CRM Version Comparisons

5. The Microsoft CRM Web application gives users access to sales or service functionality from any location using a web browser. The web application is easy to use and intuitive. The web application is perfect for users that do not need remote, offline access. Microsoft CRM Web Application

6. Microsoft CRM sales functionality is also accessible from Microsoft Outlook. This offers users a great advantage: salespeople can continue receiving customer communications from Outlook, and they can access Microsoft CRM sales functionality from Outlook, online and offline. From the Outlook Shortcut Bar or Folder List, users have access to all customer and product information, just as when they use Microsoft CRM in the Web browser. Microsoft Sales for Outlook is perfect for users needing to be on the road. Microsoft Sales for Outlook Client Interface

7. Microsoft CRM Mobile 1.2 allows users to quickly manage account information, add and organize business contacts, schedule important meetings, and track existing sales opportunities—all while working from a Pocket PC or Pocket PC Phone Edition with Windows Mobile 2003 software. Although there is an additional server component necessary to utilize Microsoft CRM Mobile, it comes free and need only be installed. Microsoft CRM Mobile is perfect for users that already have a Pocket PC and are familiar with it’s usage. Microsoft CRM Mobile Client Interface

8. Licensing The Microsoft CRM licensing model utilizes both modules and users. The modules and users must be licensed according to the following rules: A module license must be acquired for each server on which the software is installed • Customers can order the Sales Module and/or the Customer Service Module • If a customer wishes to purchase both Sales and Customer Service functionality, they can order the Suite Module which includes Sales and Customer Service functionality in a single module A user license is required for each individual who accesses a Microsoft CRM module • Each module requires a minimum of one user • If a customer orders a Sales module license they must also license Sales users • If a customer orders a Customer Service module license they must also license Customer Service users • If a customer orders a Suite module they must also license Suite users Users for each Microsoft CRM module come as either Standard or Professional users and customers are not permitted to mix Standard and Professional user licenses within a single module.

9. Microsoft CRM 1.2 Pricing for Small BusinessHere is just one SKU for Small Business, visit http://www.microsoft.com/partner/smallbizcrm for more details

10. Microsoft CRM Software Requirements Microsoft CRM Web Application: • Microsoft Internet Explorer 6.0 •Microsoft Windows Server 2003, Microsoft Windows XP, Microsoft Windows 2000, Microsoft Windows 98, or Microsoft Windows Millennium Microsoft CRM Sales for Outlook client: • Microsoft Internet Explorer 6.0 •Windows XP Professional or Windows 2000 Professional •Microsoft Office 2003, Microsoft Office XP, or Microsoft Office 2000 Microsoft .NET Framework 1.1 •Microsoft Data Access Components (MDAC) 2.71 (for Windows 2000) •Indexing Service Microsoft CRM Server: • Microsoft Windows Small Business Server 2003 Premium Edition, Windows Server 2003 (Web, Standard, or Enterprise), or Windows 2000 Server •Microsoft SQL Server 2000 •Microsoft Exchange Server 2003 or Microsoft Exchange 2000 Server CRM-Exchange E-Mail Router: • Microsoft Windows 2000 Server (or Advanced Server) or Windows Server 2003 (Web, Standard, or Enterprise) •Microsoft Exchange Server 2003 or Microsoft Exchange 2000 Server with the latest service pack •Microsoft Internet Explorer 6.0 SP1 :•Microsoft XML Core Services (MSXML) 4.0 with Service Pack 2 •Microsoft .NET Framework 1.1

11. Key Product Features This section will cover the following areas: • A Brief Description of the Modules and Components included in the Microsoft CRM Suite • A Closer Look at the Activity Dashboard of the Home Page • Explain the Queues of the Workplace • Review Key Components of the Sales Module • Review Key Components of the Customer Service Module • Automate/Streamline Business Processes with Microsoft CRM

12. Home Page Get a dashboard view of activities past due, current, and on tomorrow’s list. Quickly create new activities and records. Review important corporate announcements.

13. Workplace Navigate through activities in process or assigned. Accept activities or cases from open queues. View activities in full calendar format. Search the Knowledge Base for Articles and Documents that help you support your customers.

14. Sales Module Maintain a detailed, complete view of each customer. Easily view and update account information and sales and service activity. Keep information about leads, opportunities, accounts, competitors, products, and sales literature centralized and readily available. Track the data you need to close sales using customizable forms.

15. Service Module All support cases, account information, problem resolution tools, and contracts are centralized and easily accessible. View and track all support incidents from initial contact through resolution. Track the data you need to offer customers consistent, efficient service by using customizable case forms.

16. Reports Crystal Enterprise for Microsoft CRM includes reports that provide detailed analysis of activity and performance by product, employee, sales region, fiscal time period, turnaround time, and more. Use reports to: • Forecast future sales performance • Assess the value of the sales pipeline • Evaluate trends for leads and opportunities • Identify top customers • Identify top-selling products • Track support incidents and identify bottlenecks or other problems.

17. The Activities section, in the center of the Home page, shows a preview of activities for the day, including those that are overdue and those scheduled for the next day. Simply click an activity to see the entire record. This dashboard view allows users to efficiently stay on top of past and current activities. Activity Dashboard of Home Page

18. Web-enabled queuing and routing tools improve how incoming requests for customer service are handled. Customer service representatives can create queues based on existing product team assignments or subject matter expertise. A Folder structure can be created to house activities and cases into organized categories. Workflow rules can automatically assign cases to queues based on predetermined criteria. Queues of Workplace

19. Sales Force Automation Complete customer view View and manage customer account activity and history, including: contact information, communications, open quotes, pending orders, invoices, credit limits, and payment history. Lead routing and management Track information on prospective customers, then qualify and assign inquiries. Leads entered into Microsoft CRM can be automatically routed to the correct salespeople or teams based on rules defined by the business or administrator. Opportunity management Convert qualified leads to opportunities without data reentry, and then easily track opportunities through the sales cycle. Competitor tracking Maintain detailed information on competitors and associate that information with opportunities and sales literature. Reporting functionality tracks competitor activity by product, region, or other criteria.

20. Customer Service Case management Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities. Searchable knowledge base Resolve common support issues quickly with a searchable knowledge base that contains relevant articles and information. Built-in review processes help ensure that published information is complete, correct and properly tagged for search. Contract management Create and maintain service contracts within Microsoft CRM to help improve billing accuracy for support incidents. Each time a support case is resolved, relevant contract information is updated automatically. Product catalog Work with a full-featured product catalog that includes support for complex pricing levels, units of measure, discounts, and pricing options.

21. Automate Business Processes with Microsoft CRM In order to run smoothly, organizations often standardize processes across the organization and encourage users to adopt them. Unfortunately, each business unit has a unique set of business processes. Often employees are unaware of these processes, depend on co-workers for information, or unaware that the completion of certain tasks are dependent on another employee's completion of the previous tasks. You can use Microsoft CRM to automate internal business processes by creating workflows to carry out routine tasks that involve daily business operations. These processes can be designed to ensure that the right information gets to the right people at the right time, and help participants keep track of the steps they have to take to complete their work. Microsoft CRM Workflow tools enable you to: • Define business policies based on established processes. • Ensure that customer commitments are met. • Automatically escalate issues to management when required. • Level workloads across teams and territories. • Manage key business policies and procedures. • Ensure a consistent service process.

22. Automate Business Processes with Microsoft CRM Issue Customer Service Representatives are unproductive in fulfilling client requests, due to reps’ varying differences in product expertise. Automated Business Process Microsoft CRM allows for creating rules that route cases to a specific customer service rep or queue that meet specific product criteria automatically. Issue It takes and inordinate amount of time to manage the distribution of new leads entered into the database to the appropriate sales reps. Automated Business Process Microsoft CRM allows for creating rules that route new leads to the appropriate sales reps automatically. The rules can be based on a variety of conditions, such as region or product.

23. Solving Common Pain Points with Microsoft CRMthrough Usage-Based Scenarios • This section will describe the problems and solutions of 3 companies utilizing Microsoft CRM to solve Common Pain Points

24. Solving Common Pain Points GTI Technologies, Inc., based in Shelton, Connecticut, is a leading provider of manufacturing equipment for the semiconductor, materials, and metalworking industries. The privately held company was founded in 1978 and has approximately a dozen employees.GTI sought a reliable and easy-to-use CRM solution that could provide easy access to information and help position the company for future sales success. SOLUTION: Microsoft CRM is an easy-to-use, customizable, and scalable front office solution. Effective lead tracking and opportunity management improve sales effectiveness and speed sales cycles. Now, rather than having to search through "file cabinets full of data," all the information a GTI employee needs about a project is just a few mouse clicks away. PROBLEM: GTI's previous CRM solution was rigid and didn't provide easy access to information. GTI needed a solution that could act as an easily accessible repository for all the sales- and customer-related information generated during the sales process The new solution also had to be able to automate and streamline the vast amount of paperwork associated with sales orders, and be easy to use, mobile, and reliable.

25. Solving Common Pain Points Fabrikam, a color printer manufacturer, employs 50 people, including 15 salespeople who spend a majority of their time on the road selling, servicing and interacting with customers. Salespeople within Fabrikam have resisted using a CRM solution and instead use Outlook 2003, spreadsheets, and paper note pads to manage their customer data. Salespeople call in forecasts irregularly which are often based on what was written on a napkin at lunch. SOLUTION: Deploy an application designed to provide broad access to up-to-date business information, tight integration with Outlook 2003, and a low total cost of ownership. Rapid deployment, ease of use, and affordable customization and maintenance. Microsoft CRM and Microsoft Windows® Small Business Server 2003 is an excellent low-cost option for smaller businesses. Integration with Outlook 2003 and mobile devices gives users online and offline access to customer information. PROBLEM: Management has poor–and often inaccurate–visibility into business performance, sales initiatives and service costs. Additionally, it cannot invest heavily in a costly CRM system. Managers are unable to access reliable and up-to-date business information. CRM applications require expensive server costs and maintenance requirements. » CRM applications integrate poorly with Outlook 2003, take a long time to deploy, and are expensive.

26. Solving Common Pain Points Litware is a restaurant supply company with 250 employees, including 50 sales and marketing people. The company drives new business, but it also has a number of repeat customers with recurring orders. Without consistent selling processes for driving new business, Litware’s salespeople are left to their own devices when pursing opportunities—a recipe for mishandled opportunities and lost revenues. SOLUTION: Microsoft CRM provides consistent sales processes that handle customer orders from start to finish and share data with financial applications. Standardized sales processes help employees initiate and close opportunities faster and more effectively. Improved order management and integration with the Microsoft Office System programs helps an organization accelerate overall productivity and consistency across the company. PROBLEM: Ad-hoc sales and ordering processes and disparate systems for tracking customer information and managing fulfillment and follow-up services. Random sales processes lead to missed revenue opportunities and unpredictable sales cycles. Inefficient ordering processes result in higher errors and decreased sales efficiency.

27. Summary • Ease of use. Accessible through Microsoft Outlook and Microsoft Internet Explorer and equipped with an intuitive user interface, Microsoft CRM is easy to learn and use. With minimal training, employees are able to get up to speed quickly. • Empowered employees. With Microsoft CRM, salespeople can increase sales success by shortening the sales cycle and increasing close rates. With Outlook, they can work online or offline from any location with access to full sales functionality. Customer service representatives can deliver high-quality, consistent customer service by accessing up-to-date resources and information to manage and resolve incidents easily and handle greater volume more efficiently. • Empowered management. With Microsoft CRM, managers can better understand key business information. They can view all sales and service activities, as well as obtain a set of reports to help make informed decisions quickly; measure and forecast sales activity; and identify opportunities, trends, and problems. • Automated processes. Management can establish consistent sales and services processes, enabling them to have better control of their business. In addition, with customizable workflow rules for automating sales and service processes, employees are freed from time-consuming tasks and equipped with the tools and information they need to focus on selling effectively and delivering quality customer service.