Building a service excellence with ms dynamics crm phua chieh sze ccc
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This document discusses how Microsoft Dynamics CRM can help improve marketing and sales productivity. It outlines typical business challenges in marketing like lack of ROI insight and poor data quality. It then describes how Dynamics CRM addresses these with capabilities for planning, data management, campaign management, and analytics. Similar sales challenges and Dynamics CRM components for opportunities, territories and analytics are covered. The document emphasizes benefits like increased productivity, collaboration and insights for teams.
Building a service excellence with ms dynamics crm phua chieh sze ccc
- 1. Improving Sales and Marketing Productivity with MS Dynamics CRM Customer Capital Consulting Pte Ltd Slide 1
- 2. WHAT IS CRM CRM is a business strategy designed to optimise profitability, revenue and customer satisfaction - Gartner
- 3. TYPICAL BUSINESS CHALLENGES IN MARKETING • Difficulty in demonstrating marketing ROI • Lack of real-time insight into campaigns • Poor data quality in marketing databases • Difficulty in leveraging external data sources • Inefficient processes
- 4. PLANNING AND BUDGETING Comprehensive capabilities for designing, Planning and Budgeting Components • Campaign definition • Target list defining and re-using of marketing • Campaign templates • Campaign budget management campaigns and programs • Product catalogs • Workflow based approvals CRM 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
- 5. DATA AND LIST MANAGEMENT Seamless management of customer data Data and List Management Components • Data import/export • Data views and lists and the intuitive segmentation • Data cleansing • List management of that data • Query tools • Activity association CRM 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
- 6. CAMPAIGN MANAGEMENT Easy execution of campaigns and seamless Campaign Management Components • Quick Campaign Wizard • Collateral management tracking of all related communications, and • Bulk operation support • Email templates tasks for increased follow-up and results • Offer management • Outlook integration CRM Advantage • Closed-loop campaign management • Seamless tracking of communications between Outlook and Microsoft Dynamics CRM • New campaigns just a “Next” button away
- 7. RESPONSE AND LEAD MANAGEMENT End-to-end management of responses via Response & Lead Management Components • Response tracking • Email tracking guided wizards and automated conversion • Multi channel comms support • Response conversion and follow-up of those responses • Workflow (i.e. response scoring) • Lead management CRM Advantage • Response conversion one click away • Seamless connection to lead management enables appropriate follow-up • Powerful rules for response and lead scoring
- 8. MARKETING ANALYTICS Full spectrum of sales analysis capabilities Marketing Analytics Components • Dashboards • Trending and historical ranging from basic reporting to OLAP/data • Report Wizard comparisons mining and dashboards • Standard and Custom reports • Drill-through capabilities CRM Advantage • Custom reports just “Next” button away • Easy report sharing and editing • Collaboration with SharePoint for audience specific portals
- 9. CORE COMPONENTS OF MARKETING include: • Data Import and Cleansing • List Management and Segmentation Operational • Campaign Planning and Execution • Campaign Response Management Analytical • Workflow across Teams and Groups • Tight Microsoft Office Integration Collaborative • Marketing Reporting and Analytics Commonly integrated components include: • Email sending and response handling • Complex marketing resource management modules 9
- 10. MARKETING SCENARIOS Intelligent End-to-End Fully Targeted Holistic Lead Data Campaign Integrated Cross-Selling Management Management Management Marketing and Up-Selling Tools that Seamless 360° campaign Strong Insightful empower tracking and management multi-lingual analysis for marketing conversion of with easy capabilities, identification users to leads across campaign seamless MS of key trends manage and all parts creation, Office and discovery cleanse data of the seamless integration and of hidden across the organization communication robust opportunities organization management workflow
- 11. KEY BENEFITS FOR MARKETING • Clearly define the optimal marketing mix and pricing VP of • Drive new lead and revenue opportunities Marketing • Deftly articulate the ROI of marketing programs • Rapidly launch new products and offers Marketing • Efficiently plan and manage budgets of campaigns Manager • Enforce consistent branding and messaging • Achieve real-time visibility into campaign success Marketing • Effectively mange vendor and partner relationships Staff • Seamlessly track customer comms. and interactions
- 12. KEY BENEFITS FOR IT Chief • Achieve rapid time to value Information • Realize low total cost of ownership (TCO) Officer • Leverage consistent IT architecture & standards • Adapt to the company as it evolves and changes IT Project • Easily integrate existing applications and data Team • Extend the power of the Microsoft Dynamics CRM • Adapt to the ever-changing business requirements Business • Track key KPIs and cross-team workflows Analyst • Improve relevancy via point & click customization
- 13. 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
- 14. CUSTOMER, CONTACTS AND LEADS MANAGEMENT From capture to tracking to evaluation to Lead Management • Qualification and capture and import Scoring qualification to conversion and automatic • Monitoring of leads • Routing and distribution. • Prospecting Assignment • Conversion CRM Advantage • Automatic association of incoming emails to leads • Effortless conversion of leads/responses to opportunities • Seamlessly integrated with marketing capabilities
- 16. OPPORTUNITY AND QUOTE MANAGEMENT End-to-end management of opportunities with Lead Management Components • Deal tracking • Products and pricing seamless integration to MS Office and strong • Competitive intelligence • Workflow and rules workflow helps sales reps. close the deal • Task management • Quote to Order CRM Advantage • Seamless tracking of all associated communications • Robust workflow for repeatable best practices • Comprehensive Quote/Invoice/Order functionality
- 18. TERRITORY MANAGEMENT AND PLANNING Complete set of features/tools for sales Lead Management Components • Territory definition • Quota capabilities planning, territory management and • Territory association • Task assignment and routing resource allocation • Groups and permissions • Resource Manager CRM Advantage • Resource Center ideal for sharing best practices • Robust role and group- based permission management • Strong global capabilities for team selling
- 20. SALES ANALYTICS Full spectrum of sales analysis capabilities Lead Management Components • Forecast and pipeline reports Trending and historical • ranging from basic reporting to data • Other sales reports analysis mining and dashboards • Report Wizard • data mining CRM Advantage • Broad capabilities like dashboards • New reports just “Next” button away • Easy report sharing and editing
- 22. IMPROVED SALES PRODUCTIVITY Consistent Effortless Maximizing 360° View of Repeatable Online/ Forecast and Customer the Customer Sales Process Offline Pipeline Value Experience Analysis Enables rapid Drives greater Increases Delivers Enables and relevant efficiencies, consistency, better effective response and lower cost of productivity forecast proactive tailored sales sale and and provides information cross-selling activities better team more time to and financial and up-selling selling sell planning
- 23. KEY BENEFITS FOR SALES • Reach customer satisfaction goals VP of • Drive new revenue opportunities Sales • Achieve true business insight and visibility • Manage key sales KPIs • Increase sales staff empowerment and morale Sales • Enforce a consistent sales process Manager • Improve personal productivity Sales • Achieve holistic view of customer needs Rep • Seamlessly track customer comms. and interactions
- 24. KEY BENEFITS FOR IT Chief • Achieve rapid time to value Information • Realize low total cost of ownership (TCO) Officer • Leverage consistent IT architecture & standards • Adapt to the company as it evolves and changes IT Team • Easily integrate existing applications and data Lead • Extend the power of the Microsoft Dynamics CRM • Adapt to the ever-changing business requirements Business • Track key KPIs and cross-team workflows Analyst • Improve relevancy via point & click customization
- 25. CORE COMPONENTS OF SALES include: • Lead and Opportunity Management • Account and Contact Management • Territory Management Operational • Products, Pricing and Quotes • Forecasting and Sales Analytics Analytical Key Benefit Areas • Workflow across Teams and Groups • Tight Microsoft Office Integration Collaborative • Offline and Mobile Device Access Commonly integrated components include: • Sales Methodology Solutions • Product Configurators 25
- 26. LONG TERM CRM SUCCESS “To get better CRM projects, the company must view CRM as more than just an IT project or a business project. Instead, business users and IT users must work together to implement a strategy.“ Gartner Group September 2007
- 27. Amplifying Productivity with the Cloud NEW REDUCED INCREASED ECONOMICS MANAGEMENT PRODUCTIVITY Pay for what you use No patching, maintenance Latest software for users Lower and predictable costs Faster deployment Internet collaboration Shift from capex and opex Robust multi-layered security Anywhere access Accelerate speed to value Reliability and fault-tolerance 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.
- 28. MICROSOFT DYNAMICS CRM AT A GLANCE • More than 1,000,000 users • Native Office experience in over 80 countries for rapid adoption • Over 20,000 customers • Multi-language with more than from small businesses to large 40 languages enterprises • Advanced SOA / Web services • Global network of software & architecture services partners • Powerful platform for rapid • Full CRM suite of marketing, application development (xRM) sales, & service Fast. Flexible. Affordable.
- 29. MICROSOFT CRM IS A GLOBAL CRM SOLUTION LEADER AND IS WIDELY ADOPTED (MID SIZED COMPANIES)
- 30. MICROSOFT CRM IS A GLOBAL CRM SOLUTION LEADER AND IS WIDELY ADOPTED (LARGE ORGANISATIONS)
- 31. HOW CAN YOU START USING MICROSOFT CRM ONLINE 1. Decide the scope of CRM (sales, marketing, and /or service etc) relevant for your organisation 2. Engage Microsoft CRM partner to set up and configure CRM online for your organisation and users 3. CRM online is ready to use (in as short as 2 weeks)