Microsoft Dynamics CRM

Emir SadikovićSaga d.o.o.

14.11.2008 Vrnjačka Banja

Microsoft’s Vision for CRM

Deliver an easier and more natural user experience

Deliver highly configurable workflow

and analytics

Works the way your business does

Deliver a flexible platform that

simplifies integration

Works the way technology should

Works the way you do

Mid-size CompaniesSmall Businesses Large Enterprises

Microsoft Dynamics CRM: Global Customer Base

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 interfacedrives user adoption and increased productivity

• Workflow-drivensales processesensure consistencyand 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

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 group-

based permission

management• Strong global capabilities

for team selling

• Quota capabilities• Task assignment and

routing• Resource Manager

Territory Management Components• Territory definition• Territory association• Groups and permissions

Territory Management and Planning

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

• Qualification and Scoring

• Routing and Assignment

• Conversion

Lead Management Components• Lead capture and import• Monitoring of leads• Prospecting

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

• Products and pricing• Workflow and rules• Quote to Order

Opportunity Management Components• Deal tracking• Competitive intelligence• Task management

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

• Activity management• Query and Search• Contract management

Account Management Components• Data quality controls• Contact management• Relationship tracking

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

• Trending and historical analysis

• OLAP and data mining

Analytic Management Components• Forecast and pipeline reports• Other OOB sales reports• Report Wizard

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

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• Acct, Contact

& Case History• Contact Management

Account and Contact Management

• Discovery & Search• Data Import & Quality• Complex Relationships

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• Contextual User Experience • Knowledge Base

• KB Article Authoring, Review and Publishing

• 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.• Communications & Activities

Management• Routing & Escalation

• Services & Resources Management

• Global Scheduling & 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• Customer Analytics • Standard Service

Reports

• Custom Reports • OLAP & Data Mining• Dashboards & Scorecards

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• Account & Contact Analysis• Upsell & Cross-sell Evaluation• Product Recommendation

• Proactive Communications

• Service Campaigns

Fast, Effective Marketing Management

• Intuitive segmentation tools drive superior target selection

• Workflow-driven processes increasereach 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

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

Planning and Budgeting

• 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• Response tracking• Multi channel comms support• Workflow (i.e. response scoring)

• Email tracking• Response conversion• 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• Report Wizard• Standard and Custom reports

• Trending and historical comparisons

• Drill-through capabilities

DISCUSSION