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Microsoft Business SolutionsMS CRM 1.2

7-2-2004 ��

knight.fcu.edu.tw/~d9181389/crm/download/%B3%7B%A5%D2%A2wMS%20CRM%C2%B2%A4%B6.ppt

AgendaIntroduction to CRM Concepts and Solutions

Recommended Training

Introduction to CRM Concepts and Solutions

EditionSales ModuleCustomer Service ModuleCustomization

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Editions and Modules

Microsoft CRM

Professional SuiteStandard Suite

ProfessionalSales

StandardCustomer

Service

StandardSales

Standard Edition Modules

StandardCustomer

Service

StandardSales

Professional Edition Modules

ProfessionalSales

ProfessionalCustomer

Service

ProfessionalCustomer

Service

Microsoft CRM All Editions

Home Page

Work Place

Reports

Customization Tools

Sales Standard

CRM Sales for Outlook

Customer ServiceStandard

Work Flow Manager

Sales Professional

Customer ServiceProfessional

StandardSales

StandardCustomerService

Standard Suite

ProSuite

ProCustomerService

ProSales

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What is CRM?Sales Force Automation

Marketing Automation

Customer Service

Partner/Channel Management

Knowledge Management

Order Management

Lead & Opportunity Management, Customer Tracking, Contact Info, Activity Management

Direct marketing, Automated micro-marketing, Campaign Management, Data mining, etc.

Help desk & call center, Web self-service, field dispatch, knowledge base

Lead Routing, Material distribution, catalog syndication

Doc share, Email, Customer Collaboration, White papers, Q&A, etc.

Order entry & status, pricing & configuration, inventory availability, delivery management

Software Requirements Servers:

Windows 2000 SP4 or Windows Server 2003SQL 2000 Server SP3Exchange Server 2000 or 2003

Clients:Office 2000 or 2003Windows 2000/XPIE 6.0 SP1Microsoft SQL Server Desktop Engine (MSDE)

Component:MSMQIndexing ServiceIIS 6.0MDAC 2.71a/2.8MSXML 4.0 SP2Microsoft .NET Framework 1.1Crystal Report 9.2.2 (Customize Report)

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Introduction to CRM Concepts and Solutions

EditionSales ModuleCustomer Service ModuleCustomization

Microsoft CRM Sales FactsheetMicrosoft Outlook IntegrationComplete customer viewLeads RoutingOpportunities, Sales Activities ManagementSales Process managementProduct CatalogOrder management: Quotes,Orders and InvoicesQuotasTerritory ManagementReports (120 standard pre-formatted reports)Sales LiteratureCompetitor TrackingWorkflowCorrespondence and mail mergeIntegration with Microsoft Business Solutions

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Microsoft CRM Sales Module

Lost / Deferred

25%

50%

85%

0%

100%

Sales Process Standard: Example

Not Started

0%

15%

Contact

Meeting

Quote

Negotiate

WON!

Opportunity

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Standard Outlook Folders

Sales For OutlookComponent

Outlook ClientOffline store

Mail Server Store

Online Sync Sync Manually

Server Environment

Client Environment

OfflineG

oing Offline G

oing

Onl

ine

Online Only

Onlin

e

ChangeChange

Going offline

Sync

Continuously

CRM Server Store

MSDE Local Store

CRM Web App

Sales for Outlook Client Synchronization

Introduction to CRM Concepts and Solutions

EditionSales ModuleCustomer Service ModuleCustomization

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Microsoft CRM Customer Service Factsheet

Case ManagementService requestsQueueRouting and workflowSearchable knowledge BaseContract ManagementE-mail management (include auto-response e-mail)Product CatalogReportsIntegration with Microsoft Business Solution Financials

Queues

Assigned Personal

Queue

Action

Accept

Assign

Delete User 1

In Progress Personal

Queue

User 1

Case 1

Assigned Public or Personal Queue

(Waiting for Action)

Case 2

Activity 1

Case 1Case 2

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Workflow Manager

Submit

Revise

KB ArticleDraft

KB ArticleSubmitted

KB ArticlePublished

KB Manager Draft

Folder

KB Manager Unapproved

Folder

KB Manager Published

Folder

Rejected

Review

Approved!

Knowledge Base: Article Life Cycle

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Introduction to CRM Concepts and Solutions

EditionSales ModuleCustomer Service ModuleCustomization

MSCRM Customization

Application IntegrationCustom Menus, Buttons and forms

Extensibility using Web ServicesDesigned to be enhanced through connection to value-added web service and other applications, using standard APIs, SOAP, and XML

Workflow Manager/Sales Process

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Customize Views

Customize Menus and Buttons

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Using Web Services

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Microsoft CRM Integration for Great Plains system overview

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Global, Major & Strategic Accounts

Corporate Accounts>500 PCs

>1000 Emp

Mid Market•Upper 250-500 PCs, 500-1000 Emp

•Core 50-250 PCs, 100-500 Emp•Lower 25-49 PCs, 50-99 Emp

Small Business•Core 5-24 PCs, 11-49 Emp

•Lower <5 PCs, 1-10 Emp

STRATEGIC

MAJOR

CORPORATE

MIDMARKET

SMALLBUSINESS

Microsoft CRM Target Market

Mid-market RequirementsRich functionalityFar lower TCO - “ready to run”Native integrations - Office, ERP, Web“Mid-market ready” tools and trainingLocal service and support

Typical deployments25-500 employees, 15-150 CRM seatsTeams that need to work together better

STRATEGIC

MAJOR

CORPORATE

MIDMARKET

SMALLBUSINESS

Mid-market Needs Its Own CRM

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CRM Midmarket* penetration expected to surpass ERP by 2005

8%10% 11%

12%15%15%

19%17%

26%

20%

2001 2002 2003 2004 2005

CRM Penetration ERP Penetration

* 50-500 employeesSource: AMI US-only

Main barriers to successful CRM implementation

Lack of user input at the design stage.Difficulty in integrating old and diverse systems.Insufficient understanding of the functionalities of the system in the initial stages.The client being not specific about system needs when implementation is already underway. This causes delays and cost overruns.The economic and political power of information prevents free sharing of data.