Microsoft Customer
Relationship Management &
Microsoft Retail Management
Solution (RMS)
Sarah Theiss
3 things to take away…
Why Improve Customer Management?
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Mid-market companies utilise CRM to increase share of
wallet, re-align resources to most valuable customers
and identify new revenue streams based on customer
insight
Peppers & Rogers Group
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Companies lose about 50% of their customers within 5
yrs
The Loyalty Effect
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It is 6-7 times more expensive to gain a new customer
than retain an existing customer
Harvard Business Review
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A 5% improvement in customer retention rates can yield
a 25% to 100% increase in profits
The Loyalty Effect
CRM Solutions from Microsoft
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Why is CRM important?
Top 10 most profitable?
When did you speak to them last?
Sharing information within your business
In house for you
For your customers
The alternatives?
Business Contact Manager
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Business Contact Manager for
Outlook 2003
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Single-user (desktop) contact
manager
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Office Outlook 2003 native
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Included in Office Small Business
Edition 2003
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Localised to 18 languages
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Data migration to
Microsoft CRM
with Business Contact Manager
Introducing Microsoft CRM
Combine
Outlook
An easy to use
CRM solution
with
Sales
Customer
Service
Marketing
Reports
Microsoft CRM Demonstration
Value Proposition
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Up to 10% margin on distributor buy price
Additional services revenue est. 2-3 days (incremental to
SBS)
Sell the complete solution & thus ensure customer
satisfaction
Business driver for upgrading to SBS 2003, Office 2003 &
Windows XP
SBS PE pull through revenue (and Office 2003, Win XP)
Expand your client base – helps drive new business
What’s on offer for your customers?
Leverage the “Small Business Server/Microsoft CRM” Promotion
and Save Up To 70% on a 5 User System!
SBS 2003 Premium Edition customers can purchase Microsoft CRM
Sales Module (server) and 5 x Sales Standard Users for $1,356 (regularly
$4,485)
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Runs until December 31, 2004
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Example prices are RRP and include GST
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Regular price applies for all users beyond the first 5 Microsoft CRM Sales Standard Users
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Example based on Full Packaged Product price. Promotional pricing also available in Open Business and Open License Value
licensing programs
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Prices do not include SBS 2003, Hardware, or Implementation Services
Visit our website for more info
http://www.microsoft.com.au/partner/crm
Training: Hands On Labs Online
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17 different Microsoft CRM topics
Microsoft CRM: Plan, Install, and Configure Microsoft Small
Business Server Premium
50 minutes
Hands-On Labs Online
Level: 200
In this lab you will learn how to plan, specifying requirements, install, and
configuring a Microsoft Small Business Server 2003 installation that will support a
Microsoft CRM 1.2 server installation in a single-server deployment.
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See the handout for all HOLs listing
Visit http://members.microsoft.com/partner/training/handsonlabsonline/default.aspx
Training: Online
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Microsoft CRM - Business Needs and Process Analysis - The Microsoft
CRM ITK
1 hour
Online Tutorial
Level: 100
This tutorial is intended to provide you with a firm understanding of the
business Needs and Process Analysis of Microsoft Customer Relationship
Management implementations. The objective of this tutorial is not only to
establish the complex nature of CRM Implementations and the business
barriers that CRM projects must overcome – it is also aimed at exploring the
Microsoft toolset that will help you to meet those challenges – the Microsoft
Implementation Toolkit, otherwise known as the “ITK”.
Visit
http://members.microsoft.com/certpartner/training/learningcenter/default.aspx
for the full list of online training
Training: Classroom
Class – $1400 AUD plus GST
(usually $3990).
 Next classes:
 Subsidised
Course
Microsoft CRM Installation
and Configuration
Microsoft CRM Applications
Professional
Microsoft CRM Customisation
 For
Brisbane
Sydney
Melbourne
21-23/3
9-11/2
19-21/1
4-5/4
6-7/4
21-22/2
23-24/2
31/1&1/2
2-3/2
further information regarding this offer,
please visit www.ddls.com.au/mscrmcert
 Exam offer for CRM CSA
Training: E-Courses
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Microsoft CRM Applications Standard Edition eCourse—$400 US pp
Microsoft CRM Installation and Configuration eCourse—$400 US pp
Microsoft CRM Customization eCourse—$400 US pp
Microsoft CRM Customer Service Pro. eCourse—$299 US pp
Microsoft CRM Sales Professional eCourse—$299 US pp
Microsoft CRM Mobile Technical Training eCourse—$199 US pp
Microsoft CRM Mobile User Training eCourse—$199 US pp
Available
http://www.microsoft.com/BusinessSolutions/crm_etraining.aspx
Microsoft CRM: Next Steps
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Microsoft CRM Certified Software Advisor?
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2 people complete 3 exams total=additional
rebates on MS CRM license sales
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Complete training
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Install Microsoft CRM internally
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Promote Microsoft CRM to SBS Premium
Edition customers
Microsoft Retail Management System
Software Designed For The Independent Retailer
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A comprehensive retail solution for small and midmarket
retailers
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Enables them to streamline their business operations and
reduce their POS and operations costs:
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POS transactions
Chain-wide pricing,
purchasing & inventory control
Customer service
Accurate & powerful reports
Accounting integration
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MYOB, Quicken,
Great Plains, Navision
Store Operations Headquarters
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Expand to multi-store operations
View & analyse data across business or store-by-store
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Set and monitor policies and procedures for every store
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A Great Partner Opportunity
Get Started Today…
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About a quarter of Australian small businesses are
retailers
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Factors to consider in selling RMS
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POS Automation is a specialised competency
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Retailers are particularly challenging
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Support requirements
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Cash flow constraints
Partner with our Australian Distributor: POS Partners
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Start Fast: Subsidised training through Dec ‘04
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http://www.pospartners.com.au
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Ph: 1300 302 982 Email: NewPartner@pospartners.com.au
Visit our website for more info:
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http://www.microsoft.com.au/mbs
3 things to take away…