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Taavi Kotka AS Webmedia j uhatuse esimees 12. oktoober 2006

Taavi Kotka AS Webmedia j uhatuse esimees 12. oktoober 2006. Microsoft Dynamics CRM 3.0. Agenda. Operatiivne CRM? Tegijad ja trendid maailmas? Eesti operatiivse CRM-i turg? Microsoft Dynamics CRM 3.0 ülesseehitus Microsoft Dynamics CRM 3.0 demo. Operatiivne CRM. Definitsioonid.

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Taavi Kotka AS Webmedia j uhatuse esimees 12. oktoober 2006

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  1. Taavi KotkaAS Webmediajuhatuse esimees 12. oktoober 2006 Microsoft Dynamics CRM 3.0

  2. Agenda • Operatiivne CRM? • Tegijad ja trendid maailmas? • Eesti operatiivse CRM-i turg? • Microsoft Dynamics CRM 3.0 ülesseehitus • Microsoft Dynamics CRM 3.0 demo

  3. Operatiivne CRM

  4. Definitsioonid • Customer Relationship Management (CRM)is a customer oriented business model • The purpose of CRM is to enable businesses to track and manage all of their customer interactions over the lifetime of the customer relationship • CRM is a business strategy, and companies typically use a CRM software system as a technology platform to help their CRM strategy, processes, and procedures

  5. Tellimuse elutsükkel

  6. Klassikaline jaotus

  7. CRM maailmas

  8. Gartneri analüüs maailma CRM tarkvara turust Top 10 in 2005 Observed Live Seats WW CRM Packaged Apps 2004 $3.46B License Revenues • Siebel Systems • Sage (Act!) • Salesforce.com • FrontRange • PeopleSoft • Amdocs • SAP • Oracle • Microsoft • Chordiant SAP 17.4% Other vendors Oracle = 20.9% Siebel 51.3% 13.8% PeopleSoft 3.6% Oracle 3.5% Amdocs Microsoft SalesForce 2.0% 1.0% RightNow 3.2% 1.1% SAS Institute 1.8% Sage 2006 Microsoft = 5th 1.2%

  9. SalesLogix Onyx Salesforce.com Siebel Kasutajate arv SAP Super Office Peoplesoft 100-999 Goldmine Pivotal Microsoft CRM 50-99 Frontrange Update Software AG Maximizer 0-49 ACT! Funktsionaalsused Levinud lahenduste võrdlus

  10. Problems A 2004 AMR Research study found that: • 28 percent of CRM projects failed to go live • 33 percent had serious user adoption problems A 2005 Forrester Research study found that: • Two-thirds of respondents were unhappy withthe ease of use of their CRM system • More than half of respondents were not satisfied withtheir CRM system's return on investment (ROI).

  11. Critical factors for CRM success 1. CRM Vision 2. CRM Strategy 3. Valued CustomerExperience 4. OrganisationalCollaboration 5. CRM Processes 6. CRM Information 7. CRM Technology 8. CRM Metrics

  12. Gartner-i ennustused aastateks 2006-2010 • Success for Hosted / OnDemand CRM Vendors • Rise from 5% to 30% of all contracts for midsize businesses • Many new startups in 2006-10 will specialize by industry • The Rise of OpenSource CRM • still at the bleeding edge – needs three to five years

  13. CRM Eestis

  14. CRM Eestis • ettevõtete põhiaur seni läinud ERP-i juurutusele, samas vajadus CRM-i strateegia ja lahenduste jaoks turul olemas • teerajajad peamiselt telcod ning finants • Senised lahendused on eelkõige klientide ja kontaktide registrid • Turul erinevate pakkujate ja lahenduste hulk tohutu

  15. Näide: Eesti CRMi turu uuring 2005 aasta KPMG uuring, CRM tarkvara kasutatamise kohta Eestis. Uuringus osales 35 ettevõtet, millistes tarkvara kasutab kokku üle 1000 inimese Allikas: Indrek Sauli presentatsioon, Äripäeva CRMi teemalisel seminaril (31.august 2006))

  16. Microsoft Dynamics CRM 3.0

  17. Klassikaline jaotus

  18. MS CRM Põhifunktsioonid (üldiselt) I MÜÜK (Sales) Müügivihje (Lead) > Müügivõimalus (Opportunity > Pakkumise esitamine (Quote) > Lepingu sõlmimine (Contract), tellimus (Order), arve (Invoice) II TEENINDUS (Service) Klientidele teenuse osutamiseks ajad (kalender, vabad ressursid etc) Probleemide- ja lahenduste haldus III TURUNDUS (Marketing) Kampaaniate korraldamine ning tulemuste hindamine

  19. I MÜÜK (Sales) • Müügivihje (Lead) • E-mail kodulehelt • Telefonikõne • Muu (kampaania kontakt etc) • Müügivõimalus (Opportunity) • “Suurfirma X soovib kindlustada kogu oma autoparki” • Vajaduse täpsustamine, lisaküsimused, kirjavahetus • Pakkumise esitamine (Quote) • Pakkumise koostamine ning saatmine kliendile CRMist • Pakkumiste muudatuste haldus, kliendi tagasiside (jah/ei/tahab muudatusi/aega otsustamiseks...) • Lepingud (Contract) • Arve (Invoice) • Arve koostamine ja laekumiste info kliendihaldurile teada

  20. II TEENINDUS (Service) • Planeerimine • Inimesed (tööaeg, graafikud) • Ressurssid (hooned, vahendid, etc) • Kalendrid (info ning meeldetuletused Outlooki) • Teenuse osutamine • Lepingus kokkulepitud info kättesaadav • Probleemide, küsimuste haldus ning delegeerimine

  21. III TURUNDUS (MARKETING) • Sihtrühma valimine • Olemasolevate TOP klientidele suunatud kampaania • Kliendid kellega ei ole ammu ühendust võetud • Suurkliendid, agendid, parterid etc • Kampaani läbiviimine • Eelarve, ajakava ning tegevuste planeerimine. • Kontaktide nimekiri ning vahend (otsepostitus, e-mail, telefonikõned) • Laekunud tagsiside registreerimine • Kampaania efektiivsuse hindamine • “Tänu kampaaniale lisandunud tellimuste arv”

  22. Microsoft CRM for Outlook • Native client for Sales, Service and Marketing • Application toolbar • E-mail, Contact, Calendar and Task linking • Outlook Synchronization engine • Microsoft CRM Desktop Client for Microsoft Office Outlook • Microsoft CRM Laptop Client for Microsoft Office Outlook Customer Management • Account Management • Contact Management • Lead Management • Customer relationships Activity management • Task activities • Phone cal activities • Fax activities • E-mail activities • Appointments • Service appointments • Campaign responses Sales Management • Opportunity management • Sales process management • Quote management • Order management • Invoice management • Territory management • Quota management • Product catalog • Discounting • Sales literature • Opportunity roles • Competitor management Service Management • Case tracking • Queues and routing • Escalations • Service contracts • Integrated knowledge base • Service appointment calendar • Service scheduling engine Marketing Management • Campaign planning • Campaign management • Marketing list management • Quick campaigns • Campaign response management • Customer privacy Application Customization • Customize and rename objects • Customize CRM activities • Create new custom entities • Forms, views and schemas • Client-side events & scripting • IFRAME controls Workflow • Automate business processes • Activity workflow • Custom entity workflow • Extensible conditions and actions • Web service implementation Integration • Pervasive web services • System Sitemap.xml • ISV.config • Platform “pre” and “post” event triggers • Microsoft Dynamics GP 9.0 Reporting and Analysis • Contextual report generation • SQL Server Reporting Services • Dynamic Microsoft Excel integration • Secure reporting data views • SharePoint Web parts and dashboard Architecture • Service-Oriented Architecture • Automatic e-mail routing (Microsoft Exchange Server) • Windows Active Directory authentication • Clustered SQL Server databases (Active / Passive) • Support for hub & spoke deployment Other • Role-based application security • Strongly-typed development model • CRM Mobile with GPRS synchronization • Data Migration Framework • Additional Microsoft Office integrations Editions • Microsoft CRM Professional • Microsoft CRM Small Business Edition • Hosted offerings available through certified partners Designed for Small Business • Simplified setup • Configuration wizard • Fax server integration • Business Contact Manager migration • Automatic client installation • Health monitor integration • Simplified maintenance

  23. Omadused – 1/3 Microsoft CRM for Outlook • Native client for Sales, Service and Marketing • Application toolbar • E-mail, Contact, Calendar and Task linking • Outlook Synchronization engine • Microsoft CRM Desktop Client for Microsoft Office Outlook • Microsoft CRM Laptop Client for Microsoft Office Outlook Customer Management • Account Management • Contact Management • Lead Management • Customer relationships Activity management • Task activities • Phone cal activities • Fax activities • E-mail activities • Appointments • Service appointments • Campaign responses Sales Management • Opportunity management • Sales process management • Quote management • Order management • Invoice management • Territory management • Quota management • Product catalog • Discounting • Sales literature

  24. Omadused – 2/3 • Service Management • Case tracking • Queues and routing • Escalations • Service contracts • Integrated knowledge base • Service appointment calendar • Service scheduling engine • Marketing Management • Campaign planning • Campaign management • Marketing list management • Quick campaigns • Campaign response management • Customer privacy • Application Customization • Customize and rename objects • Customize CRM activities • Create new custom entities • Forms, views and schemas • Client-side events & scripting • IFRAME controls • Workflow • Automate business processes • Activity workflow • Custom entity workflow • Extensible conditions and actions • Web service implementation • Integration • Pervasive web services • System Sitemap.xml • ISV.config • Platform “pre” and “post” event triggers • Microsoft Dynamics GP 9.0

  25. Omadused – 3/3 • Reporting and Analysis • Contextual report generation • SQL Server Reporting Services • Dynamic Microsoft Excel integration • Secure reporting data views • SharePoint Web parts and dashboard • Architecture • Service-Oriented Architecture • Automatic e-mail routing (Microsoft Exchange Server) • Windows Active Directory authentication • Clustered SQL Server databases (Active / Passive) • Support for hub & spoke deployment • Other • Role-based application security • Strongly-typed development model • CRM Mobile with GPRS synchronization • Data Migration Framework • Additional Microsoft Office integrations • Editions • Microsoft CRM Professional • Microsoft CRM Small Business Edition • Hosted offerings available through certified partners • Designed for Small Business • Simplified setup • Configuration wizard • Fax server integration • Business Contact Manager migration • Automatic client installation • Health monitor integration • Simplified maintenance

  26. Extensibility Model

  27. Business Units Teams Users Accounts Contacts Opportunities Entities Relations Schemas Objects Forms Views Processes System Architecture Presentation Application Custom Apps Sales Marketing Service Business Designer Import / Export XML Custom Forms Business Hierarchy Security Roles System Settings Custom Entities Custom Workflow Web Services Platform Services Reporting Services Data Services E-mail Services Workflow Services Security Services Integration Services Data Services CRM DB Metadata Foundation

  28. Microsoft CRM 3.0

  29. Webmedia “One of the largest software development companies in Baltic region” - Baltic ICT market news, November 2005 - • Asutatud aastal 2000 • Tegutseb Eestis, Leedus, Soomes, Rootsis, Rumeenias ja Serbias • Eestis 190 töötajat, kokku ca 260 • Suuremad kliendid: EMT, Maksu- ja tolliamet, Hansapank, Telia-Sonera, Elion, TÜK, Rahandusministeerium, PRIA, Ergo Kindlustus, vt http://www.webmedia.ee • Äripäeva IT TOP-is: esimene aastal 2004; teine 2003

  30. www.webmedia.ee • Webmedia Eesti • Tallinna kontor Tartu kontor • Lõõtsa 6, Tallinn 11415 Raatuse 20, Tartu 50603Phone: +372 6 101 990 Phone. +372 7 309 399Fax: +372 6 101 991 Fax: +372 7 309 399

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