Microsoft Dynamics CRM

1. 14.11.2008 Vrnjačka Banja Microsoft Dynamics CRM Emir Sadiković Saga d.o.o.

2. Microsoft’s Vision for CRM Deliver an easier and more natural user experience Works the way you do Deliver highly configurable workflow and analytics Works the way your business does Deliver a flexible platform that simplifies integration Works the way technology should

3. Microsoft Dynamics CRM: Global Customer Base Mid-size Companies Large Enterprises Small Businesses

4. Microsoft Dynamics CRM Suite Full CRM suite capabilities and application flexibility • Interactions • Marketing • Sales • Service • xRM • Business Process • SOA • Flexible Deployment

5. Fast, Productive Sales Management • Familiar interfacedrives user adoption and increased productivity • Workflow-drivensales processesensure consistencyand efficiency • Full spectrum of sales intelligence capabilities provides insight and accurate forecasts

6. Typical Business Challenges in Sales Poor adoption by sales staff Lack of consistent execution in sales process Poor productivity (limited time for actual selling) Unreliable prospect/customer information Limited collaboration with other groups

7. Microsoft Dynamics CRM Sales Solution • Sales Capabilities • Full feature set • Sales Workflow • Designed for • Users • Managers • Executives

8. Territory Management and Planning • Territory Management Components • Territory definition • Territory association • Groups and permissions Complete set of features/tools for sales planning, territory management and resource allocation • Quota capabilities • Task assignment and routing • Resource Manager • Microsoft Advantage • Resource Center ideal for sharing best practices • Robust role and group-based permission management • Strong global capabilities for team selling

9. Lead Management • Lead Management Components • Lead capture and import • Monitoring of leads • Prospecting From capture to tracking to evaluation to qualification to conversion and automatic distribution. • Qualification and Scoring • Routing and Assignment • Conversion • Microsoft Advantage • Automatic association of incoming emails to leads • Effortless conversion of leads/responses to opportunities • Seamlessly integrated with marketing capabilities

10. Opportunity Management • Opportunity Management Components • Deal tracking • Competitive intelligence • Task management End-to-end management of opportunities with seamless integration to MS Office and strong workflow helps sales reps. close the deal • Products and pricing • Workflow and rules • Quote to Order • Microsoft Advantage • Seamless tracking of all associated communications • Robust workflow for repeatable best practices • Comprehensive Quote/Invoice/Order functionality

11. Account Management • Account Management Components • Data quality controls • Contact management • Relationship tracking A focused and coordinated approach to the management of existing customers and the additional revenue opportunities they afford • Activity management • Query and Search • Contract management • Microsoft Advantage • Complete view of all products and interactions • Easy access to contracts and renewal dates • Complex relationship mapping and tracking

12. Sales Analytics • Analytic Management Components • Forecast and pipeline reports • Other OOB sales reports • Report Wizard Full spectrum of sales analysis capabilities ranging from basic reporting to OLAP/data mining and dashboards • Trending and historical analysis • OLAP and data mining • Microsoft Advantage • Broad capabilities from dashboards to OLAP analysis • New reports just “Next” button away • Easy report sharing and editing

13. Fast, Consistent Customer Service • Comprehensive customization and core platform capabilities ensures business agility • Advanced workflow ensures consistency or service experience • Complete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling

14. Microsoft Dynamics CRM Customer Service Solution • Service Capabilities • Full feature set • Service Workflow • Designed for • Users • Managers • Executives

15. Account and Contact Management • Account and Contact Management Components • Acct, Contact & Case History • Contact Management Complete set of features that empower customer service representatives to better manage interactions. • Discovery & Search • Data Import & Quality • Complex Relationships • Microsoft Advantage • Familiar user experience via Microsoft Outlook, agent desktop or web client • Powerful productivity features like Auto Complete and Smart Search • Import and de-duplication of records is seamless and easy to perform • Fundamental technical agility to support core service interactions

16. Interaction and Knowledge Management • Interaction and Knowledge Management Components • Flexible Interaction Framework • Contextual User Experience • Knowledge Base Complete interaction management capabilities including Knowledge Management and Service Level Agreements. • KB Article Authoring, Review and Publishing • SLA and Support Contracts • Microsoft Advantage • Customizable agent desktop surfacing Microsoft Dynamics CRM through browser, Microsoft Office Outlook, Sharepoint or custom UI • Fully integrated Knowledge Base including authoring and publishing capabilities. • Robust email support including auto-response and auto promotion of emails to cases.

17. Case Management and Scheduling • Case Management and Scheduling Components • Multi-channel Incident Mngmt. • Communications & Activities Management • Routing & Escalation Sophisticated set of features to create, manage and resolve cases via multiple channels as well as schedule field service. • Services & Resources Management • Global Scheduling & Optimization • Microsoft Advantage • Easy-to-use case management functionality including creation, editing, dispatch, tracking and resolution. • Optimize usage of field personnel, fleet, tools, parts and resources

18. Real-Time Insight, Reporting and Analytics • Real-Time Insight, Reporting and Analytics Components • Customer Analytics • Standard Service Reports Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards. • Custom Reports • OLAP & Data Mining • Dashboards & Scorecards • Microsoft Advantage • Predictive behavior analytics, like cross-sell/upsell, and historical analytics • Critical service reports are provided standard with fully customized reports available easily to any user • Seamlessly integrated to SQL Server Analytic Services & SQL Server Reporting Service for robust OLAP, data mining and reporting.

19. Proactive Sales and Support • Proactive Sales and Support Components • Account & Contact Analysis • Upsell & Cross-sell Evaluation • Product Recommendation Transform the contact center from purely reactionary service into a proactive, strategic arm of the business. • Proactive Communications • Service Campaigns • Microsoft Advantage • Seamlessly integrated, holistic service processes that drive positive behavior • Easy-to-Enable “Presence” and click-to-dial functionality through integration to Microsoft Office Communications Server 2007.

20. Fast, Effective Marketing Management • Intuitive segmentation tools drive superior target selection • Workflow-driven processes increasereach and relevancy • Seamless tracking of cross-channel communications saves time and money

21. Microsoft Dynamics CRM Marketing Solution • Marketing Capabilities • Full feature set • Marketing Workflow • Designed for • Users • Managers • Executives

22. Planning and Budgeting • Planning and Budgeting Components • Campaign definition • Campaign templates • Product catalogs Comprehensive capabilities for designing, defining and re-using of marketing campaigns and programs • Target list • Campaign budget management • Workflow based approvals • Microsoft Advantage • Campaign templates for easy re-use • Intuitive tracking of estimated vs. actual costs for easy ROI analysis • Product catalogs and price lists allow for offer customization

23. Data and List Management • Data and List Management Components • Data import/export • Data cleansing • Query tools Seamless management of customer data and lists and the intuitive segmentation of that data • Data views • List management • Activity association • Microsoft Advantage • Data cleansing tools geared for the business user • Easy manipulation of lists and views for better segmentation • Workflow for triggers on external data sources

24. Campaign Management • Campaign Management Components • Quick Campaign Wizard • Bulk operation support • Offer management Easy execution of campaigns and seamless tracking of all related communications, and tasks for increased follow-up and results • Collateral management • Email templates • Outlook integration • Microsoft Advantage • Closed-loop campaign management • Seamless tracking of communications between Outlook and Microsoft Dynamics CRM • New campaigns just a “Next” button away

25. Response and Lead Management • Response & Lead Management Components • Response tracking • Multi channel comms support • Workflow (i.e. response scoring) End-to-end management of responses via guided wizards and automated conversion and follow-up of those responses • Email tracking • Response conversion • Lead management • Microsoft Advantage • Response conversion one click away • Seamless connection to lead management enables appropriate follow-up • Powerful rules for response and lead scoring

26. Marketing Analytics Full spectrum of sales analysis capabilities ranging from basic reporting to OLAP/data mining and dashboards • Marketing Analytics Components • Dashboards • Report Wizard • Standard and Custom reports • Trending and historical comparisons • Drill-through capabilities • Microsoft Advantage • Custom reports just “Next” button away • Easy report sharing and editing • Collaboration with SharePoint for audience specific portals

27. DISCUSSION