14.11.2008 Vrnjačka Banja
Microsoft Dynamics CRM
Emir Sadiković
Saga d.o.o.
Microsoft’s Vision for CRM
Works the way
you do
Deliver an easier
and more natural
user experience
Works the way
your business does
Deliver highly
configurable workflow
and analytics
Works the way
technology should
Deliver a flexible
platform that
simplifies integration
Microsoft Dynamics CRM: Global Customer Base
Small Businesses
Mid-size Companies
Large Enterprises
Microsoft Dynamics CRM Suite
Full CRM suite
capabilities and
application
flexibility
-Interactions
-Marketing
-Sales
-Service
-xRM
-Business Process
-SOA
-Flexible
Deployment
Fast, Productive Sales Management
• Familiar interface
drives user adoption and
increased productivity
• Workflow-driven
sales processes
ensure consistency
and efficiency
• Full spectrum of sales
intelligence capabilities
provides insight and
accurate forecasts
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
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
Territory 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
Opportunity 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
Account 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
Analytic Management Components
• Forecast and pipeline reports • Trending and historical
• Other OOB sales reports
analysis
• Report Wizard
• OLAP and data mining
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
Microsoft Dynamics CRM Customer Service Solution
Service Capabilities
 Full feature set
 Service Workflow
 Designed for
 Users
 Managers
 Executives
Account and Contact Management
Complete set of features that empower
customer service representatives to better
manage interactions.
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
Account and Contact Management Components
• Discovery & Search
• Acct, Contact
• Data Import & Quality
& Case History
• Complex Relationships
• Contact Management
Interaction and Knowledge Management
Complete interaction management capabilities
including Knowledge Management and Service
Level Agreements.
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.
Interaction and Knowledge Management Components
• Flexible Interaction Framework •KB Article Authoring,
• Contextual User Experience
Review and Publishing
• Knowledge Base
• SLA and Support
Contracts
Case Management and Scheduling
Sophisticated set of features to create, manage
and resolve cases via multiple channels as well
as schedule field service.
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
Case Management and Scheduling Components
• Multi-channel Incident Mngmt. • Services & Resources
• Communications & Activities
Management
Management
• Global Scheduling &
• Routing & Escalation
Optimization
Real-Time Insight, Reporting and Analytics
Full spectrum of business intelligence capabilities
ranging from historical reporting predictive behavior
insight to basic reporting to OLAP and performance
dashboards.
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.
Real-Time Insight, Reporting and Analytics Components
• Custom Reports
• Customer Analytics
• OLAP & Data Mining
• Standard Service
• Dashboards & Scorecards
Reports
Proactive Sales and Support
Transform the contact center from purely
reactionary service into a proactive,
strategic arm of the business.
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.
Proactive Sales and Support Components
•Proactive
• Account & Contact Analysis
• Upsell & Cross-sell Evaluation Communications
• Service Campaigns
• Product Recommendation
Fast, Effective Marketing Management
• Intuitive segmentation
tools drive superior
target selection
• Workflow-driven
processes increase
reach and relevancy
• Seamless tracking
of cross-channel
communications
saves time and money
Microsoft Dynamics CRM Marketing Solution
Marketing Capabilities
 Full feature set
 Marketing Workflow
 Designed for
 Users
 Managers
 Executives
Planning and Budgeting
Comprehensive capabilities for designing,
defining and re-using of marketing
campaigns and programs
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
Planning and Budgeting Components
• Campaign definition
• Campaign templates
• Product catalogs
• Target list
• Campaign budget management
• Workflow based approvals
Data and List Management
Seamless management of customer data
and lists and the intuitive segmentation
of that data
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
Data and List Management Components
• Data import/export
• Data cleansing
• Query tools
• Data views
• List management
• Activity association
Campaign Management
Easy execution of campaigns and seamless
tracking of all related communications, and
tasks for increased follow-up and results
Microsoft Advantage
• Closed-loop campaign
management
• Seamless tracking of
communications between Outlook
and Microsoft Dynamics CRM
• New campaigns just a “Next”
button away
Campaign Management Components
• Quick Campaign Wizard
• Bulk operation support
• Offer management
• Collateral management
• Email templates
• Outlook integration
Response and Lead Management
End-to-end management of responses via
guided wizards and automated conversion
and follow-up of those responses
Microsoft Advantage
• Response conversion one click away
• Seamless connection to lead
management enables appropriate
follow-up
• Powerful rules for response and
lead scoring
Response & Lead Management Components
• Email tracking
• Response tracking
• Multi channel comms support • Response conversion
• Workflow (i.e. response scoring) • Lead management
Marketing Analytics
Full spectrum of sales analysis capabilities
ranging from basic reporting to OLAP/data
mining and dashboards
Microsoft Advantage
• Custom reports just
“Next” button away
• Easy report sharing
and editing
• Collaboration with
SharePoint for audience
specific portals
Marketing Analytics Components
• Dashboards
• Trending and historical
• Report Wizard
comparisons
• Standard and Custom reports • Drill-through capabilities
DISCUSSION