SALES
Overview
Presenter Name
Presenter Title
Presenter Date
Sales Tools Drive Company Value
“Firms enjoying Best-in-Class
(BIC) performance enable several key
process, performance and
organizational capabilities, including a
structured approach to competitive,
market and sales intelligence (91%),
creating a central repository of
account, contact, and opportunity
information (96%) and utilizing formal
and documented sales processes
(95%).”
Aberdeen Research
“Companies that use lead
management automation tools to
connect sales and marketing will
see an increase in conversion
rates by 50%.”
Gartner Group
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
Industry Views
“When we asked sales executives to
rate their performance, we found that
60% sought improvement in
According to Gartner Research, sales
people spend only 45% of their time
forecasting,
50% wanted to improve their ability to
adapt their sales process to
selling. The other 55% is spent on
meetings, administrative tasks,
account service,training, travel,
marketplace change, and
49% rated their ability to identify and
share best practices across the sales
research and intra-company
communications.”
Gartner Group
force as ‘subpar’.”
CSO Insights
“Leading firms embrace mobile CRM to improve productivity, increase system adoption and
enhance the customer experience. Mobile CRM is now a must-do for many fields sales
organizations.”
Liz Herbert - Forrester Research
Change the Game in Sales
Improve the other
80% of sales staff
Convert every sales
interaction into a
sales opportunity
Break down physical
boundaries, eliminate
down time
SOLUTION
Microsoft Dynamics CRM Sales Solution
Sales Capabilities
 Full feature set
 Sales Workflow
 Designed for
 Users
 Managers
 Executives
Territory Management and Planning
Complete set of features/tools for sales
planning, territory management and
resource allocation
Microsoft Advantage
• Resource Center ideal
for sharing best
practices
• Robust role and groupbased permission
management
• Strong global
capabilities for team
selling
Lead Management Components
• Territory definition
• Quota capabilities
• Territory association
• Task assignment and routing
• Groups and permissions • Resource Manager
Lead Management
From capture to tracking to evaluation to
qualification to conversion and automatic
distribution.
Microsoft Advantage
• Automatic association of
incoming emails to leads
• Effortless conversion of
leads/responses to
opportunities
• Seamlessly integrated
with marketing
capabilities
Lead Management Components
• Lead capture and import
• Monitoring of leads
• Prospecting
• Qualification and Scoring
• Routing and Assignment
• Conversion
Opportunity Management
End-to-end management of opportunities with
seamless integration to MS Office and strong
workflow helps sales reps. close the deal
Microsoft Advantage
• Seamless tracking of all
associated
communications
• Robust workflow for
repeatable best
practices
• Comprehensive
Quote/Invoice/Order
functionality
Lead Management Components
• Deal tracking
• Competitive intelligence
• Task management
• Products and pricing
• Workflow and rules
• Quote to Order
Account Management
A focused and coordinated approach to the
management of existing customers and the
additional revenue opportunities they afford
Microsoft Advantage
• Complete view of all
products and
interactions
• Easy access to contracts
and renewal dates
• Complex relationship
mapping and tracking
Lead Management Components
• Data quality controls
• Contact management
• Relationship tracking
• Activity management
• Query and Search
• Contract management
Sales Analytics
Full spectrum of sales analysis capabilities
ranging from basic reporting to OLAP/data
mining and dashboards
Microsoft Advantage
• Broad capabilities from
dashboards to OLAP
analysis
• New reports just “Next”
button away
• Easy report sharing and
editing
Lead Management Components
• Forecast and pipeline reports • Trending and historical
• Other OOB sales reports
analysis
• Report Wizard
• OLAP and data mining
Improved Sales Productivity
360° View of
the Customer
Repeatable
Sales Process
Consistent
Online/
Offline
Experience
Enables rapid
and relevant
response and
tailored sales
activities
Drives greater
efficiencies,
lower cost of
sale and
better team
selling
Increases
consistency,
productivity
and provides
more time to
sell
Effortless
Forecast and
Pipeline
Analysis
Delivers
better
forecast
information
and financial
planning
Maximizing
Customer
Value
Enables
effective
proactive
cross-selling
and up-selling
Powered By Microsoft
Robust Workflow Tools – Designed for the business user
Native Outlook Client – Familiar and intuitive interface
Powerful Remote Capabilities – Consistent offline/mobile
Point & Click Customization – Easily adapts to fit business
Comprehensive Business Intelligence – Easy access and use
BENEFITS
Key Benefits of Microsoft Dynamics CRM
True 360°
Visibility
Higher
Productivity
Greater Sales
Efficiency
Improved
Close Rates
Improve
Spend more
Shorten sales
Increase
decision-making
time for selling
cycles via
revenue by
with 360°
with better
enforceable
optimizing sales
visibility into
collaboration
workflows and
resources and
accounts, leads,
and consistency
more accurate
processes via
opportunities
across the sale
customer data
repeatable best
and cases across
organization
the organization
practices
Key Benefits for Sales
VP of
Sales
• Reach customer satisfaction goals
• Drive new revenue opportunities
• Achieve true business insight and visibility
• Manage key sales KPIs
• Increase sales staff empowerment and morale
• Enforce a consistent sales process
Sales
Rep
Sales
Manager
• Improve personal productivity
• Achieve holistic view of customer needs
• Seamlessly track customer comms. and interactions
Key Benefits for IT
Chief
Information
Officer
• Achieve rapid time to value
• Realize low total cost of ownership (TCO)
• Leverage consistent IT architecture & standards
• Adapt to the company as it evolves and changes
• Easily integrate existing applications and data
• Extend the power of the Dynamics CRM
Business
Analyst
IT Team
Lead
• Adapt to the ever-changing business requirements
• Track key KPIs and cross-team workflows
• Improve relevancy via point & click customization
EVIDENCE
Global Customer Base
Small Businesses
Mid-size Companies
Large Enterprises
Customers in Action
Raymond James
Best Buy For Business
CH2MHill
Wealth Management
Technology Retail
Engineering Services
3,300 users
225 users
2,500 users
•
Uses Microsoft Dynamics
CRM for consultative
selling
• Uses Microsoft Dynamics
CRM to empower B2B
sales consultants
• Uses Microsoft Dynamics
CRM as enterprise-wide
CRM system
•
Helps them focus on
building stronger
relationships with
financial advisors
• Helps them focus on
improving productivity of
sales representatives
• Helps them focus on
back-end system
integration and complex
CRM
Customer Perspective
“It’s given our advisors a daily
“One of the things that really
discipline for pursuing leads and
attracted us to Microsoft CRM is
more time for personal relationships
that, combined with Microsoft
with people. We can identify our
Outlook, it’s just like one product. In
best sales people and leverage their
anything else, you’d be duplicating
best practices”
efforts in two separate products.”
Equinox
Whistler Tourism
“As the CEO of a global company, Microsoft Dynamics CRM allows me to
log in to all of our remote sites to get a snapshot of what’s going on. I
can get a real-time snapshot of what any of my business units are
doing, any day of the week.”
Commtech Wireless
Customer ROI
• 95% reduction in access time to customer data
• 10% improvement in time-to-customer quote
• 184% ROI achieved in 8 months
• 8% increase in staff productivity,
• 5% reduction in sales staff turnover
• $2.3 million ROI
• 85% reduction in time for processing big certifications
• 8% increase in 1st year of number of largest gift donors
• 27% growth and additional $1 million in Membership of
Emerging Leaders Program
Partnering for Success
Software and Services Partners for Sales
DISCUSSION
APPENDIX
Why Microsoft Dynamics CRM
Microsoft Dynamics CRM delivers:
• An unparalleled user experience for sales professionals
• Choice of user access and delivery method
• Easy integration to legacy systems and data
• Consistent, workflow-driven sales processes
• A full spectrum of sales intelligence capabilities from basic
queries to predictive analytics
Positioning Statement
For sales staff that value productivity and empowerment
and organizations that desire business agility, Microsoft
Dynamics CRM provides the best mix of relevant
functionality, unparalleled platform flexibility with the
broadest choices of access and deployment.
Microsoft Dynamics CRM for Sales:
Building a Sales Solution
Core components of a sales application include:
• Lead and Opportunity Management
• Account and Contact Management
• Territory Management
• Products, Pricing and Quotes
• Forecasting and Sales Analytics
Key Benefit Areas
• Workflow across Teams and Groups
• Tight Microsoft Office Integration
• Offline and Mobile Device Access
Commonly integrated components include:
• Sales Methodology Solutions
• Product Configurators
29
 Operational
 Analytical
 Collaborative
Microsoft Dynamics CRM for Customer Service:
Increased Personal Productivity
• Goal: Deliver a rich set of productivity features
to allow sales reps to work more effectively
– Reduce time spent on data input and routine daily tasks
– Eliminate inaccurate/duplicated contact and account data
– Use the latest Office enhancements to drive sales effectiveness
• Key Capabilities in Microsoft Dynamics CRM 4.0
–
–
–
–
–
Auto-correct on data entry for accounts, opportunities, and more
Office and Outlook personal productivity enhancements
Batch and real-time data de-duplication
Improved mail-merge functionality
360° activity management and visibility
Microsoft Dynamics CRM for Customer Service:
Coordinated Sales Response Management
• Goal: Easily manage the process of each stage in
responding to RFPs and other sales requests
–
–
–
–
Define and manage specific tasks and signoffs for responses
Coordinate contributions from multiple groups
Optimize resources to maximize productivity
Ensure high-quality in every response delivered
• Key Capabilities in Microsoft Dynamics CRM 4.0
– Intra-team and cross-team workflow
– Improved mail-merge
– 360° activity management and visibility
Microsoft Dynamics CRM for Customer Service:
Global Team Selling
• Goal: Enable team-based opportunity management
within or across regions
– Coordinate effectively on more complex deals
– Execute consistent processes across teams and roles
– Coordinate and track communications across teams
• Key Capabilities in Microsoft Dynamics CRM 4.0
– Multi-language, multi-currency, and multi-time zone support
– Presence integration for real-time communication
– 360° activity management and visibility
Microsoft Dynamics CRM for Customer Service:
Complex Relationship Management
• Goal: Manage the complex real-world relationships
between contacts, accounts, leads, territories, & more
– Easily extend the sales system to reflect the complex relationships
that exists within your customer base and your sales organization
– Support complex business models and channels
– Analyze relationships across multiple data objects to determine
emerging trends and opportunities
• Key Capabilities in Microsoft Dynamics CRM 4.0
– Support for complex many-to-many relationships
– Full reporting for custom entities and across multiple entities
– 360° activity management and visibility
Microsoft Dynamics CRM for Customer Service:
Consistent Experience for Mobile Sales
• Goal: Deliver a productive sales environment
for mobile field sales organizations
– Keep sales synchronized in Outlook, ready for mobile use
– Full access to from Outlook or other clients
– Analyze sales data offline or online
• Key Capabilities in Microsoft Dynamics CRM 4.0
–
–
–
–
–
Continuous background synchronization to Outlook
Choice of mobile clients: Outlook, browser, or mobile devices
Offline reporting and analysis
Flexible options for email sending and routing
Full remote access without a VPN
Strong Momentum in Sales
Microsoft Dynamics CRM has
emerged as a market leader in
the sales management space,
driven by its ease of use for sales
professionals and by the
flexibility of the underlying SOA
platform.
Source: Gartner Magic Quadrant for
CRM Customer Service Contact Centers, 2007 [emphasis added]
SFA Customer Quotes
“This is the first time we are able to look at clients in a broader way and we
will know exactly what is happening with a client throughout our network. It
will definitely enable us to serve our global clients better.”
ABN AMRO
“We’ve embarked on building a world-class sales organization, and we couldn’t
have done it without a world-class sales force automation tool. Microsoft CRM
is playing a central role in achieving this goal.”
Best Buy
“For the first time, we have handshaking between sales and operations.
Microsoft gives us real-time intelligence from sales through fulfillment. Life is
better for our sales people and for our customers.”
The Virginian Pilot