Microsoft Dynamics CRM e la Customer Business Intelligence
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Microsoft Dynamics CRM e la Customer Business Intelligence CRM, Business Intelligence e Perfomance Management Milano, 10 giugno 2010
Roberto Andreoli
Marketing Manager, Dynamics CRM
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Di cosa parleremo oggi?
• Trend di mercato
• CRM, dubbi e paure
• Panoramica Microsoft Dynamics
• CRM Operativo
• CRM Collaborativo
• CRM Analitico
• CRM Accelerators
• Microsoft Dynamics xRM
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Trend di mercato
F u s i o n e t r a s t r u m e n t i R e l a z i o n a l i e d i
P r o d u t t i v i t a ’ I n d i v i d u a l e
C o n s u m e r i z z a z i o n e e E n t e r p r i s e S o c i a l C R M
C l o u d C o m p u t i n g
S u p e r a r e i Tr a d e - o f f t r a M a k e e B u y
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CRM, dubbi e paure
TEMPI PROGETTUALI BIBLICI INVESTIMENTI NON MIRATI E ELEVATI
MANCANZA DI AGILITA’ UTENTI DISPERATI
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Come Dynamics può aiutarvi?
Structured Unstructured
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Che cosa è Microsoft Dynamics?
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Microsoft Dynamics ... alcuni numeri
2.8B$ in BizApps R&D
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Dynamics CRM in sintesi
Oltre 16.000 clienti dalle aziende
Enterprise alle PMI
Oltre 1M utenti in più di 80 paesi
Network globale e Partner
internazionali
Offerto in modalità “on premise”
o in modalità S+S
Architettura multi-azienda
Suite di CRM completa: marketing,
vendite, servizio, collaborativo,
analitico
Interfaccia Office che agevola
l’apprendimento ed il suo utilizzo
Multi-lingua con più di 40 lingue
Service Oriented Architecture
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Il mercato di riferimento
Grandi aziende Medie aziende Piccole aziende
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Importanti riconoscimenti da analisti di mercato
Forrester
Gartner
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Unica soluzione CRM a copertura di tutti gli scenari applicativi
CRM Operativo
CRM Collaborativo
CRM Analitico
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Unica soluzione CRM – differenti modelli di delivery
On Premise Hosted
On the Cloud
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CRM Operativo
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Processi e servizi area Marketing
Pianificazione Campagne
Gestione Campagne e Attività Campagna
Gestione Liste Target
Quick Campaign
Gestione risposte
Gestione Customer Privacy
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Processi e servizi area Marketing – alcuni esempi
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Processi e servizi area Vendite
Gestione Opportunità di vendita
Ruoli Opportunità
Gestione Competitor
Ciclo di vendita
Gestione Offerte
Gestione Ordini
Gestione documenti Fatturazione
Gestione Territorio
Catalogo Prodotti
Listini e Sconti
Documentazione supporto alla vendita
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Processi e servizi area Vendite – alcuni esempi
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Processi e servizi area Servizi
Gestione processi di trouble ticketing
Gestione code e routing
Gestione processi di Escalation
Contratti di Servizio
Knowledge base integrata
Calendario Appuntamenti di Servizio
Motore schedulazione servizi
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Processi e servizi area Servizi – alcuni esempi
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CRM Collaborativo
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Le persone lavorano collaborando
Collaborative
Structured
Unstructured & Semi-structured
Data
Social Engagement & Collaboration
Information Evolution &
Storage
Informal Rules Enterprise Search
Across Teams & Domains
Structured Relational
Data
Interactions, Activities &
Tasks
Information Generation &
Analytics
Formalized Processes
Data Query & Filter
Within Teams & Domains
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Processi Collaborativi – alcuni esempi
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CRM Analitico
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CRM Analitico – tre scenari
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Ogni ruolo aziendale ha esigenze specifiche
1. Previsioni di vendita accurate
2. Raggiungimento obiettivi di vendita
3. Aumentare il Win rate
1. Aumentare la soddifazione dei clienti
2. Ridurre i costi del Customer Service
3. Analisi su canale vendita telefonico
1. ROI della campagna
2. Aumentare la redeption
3. Aumentare l’agilità
MARKETING SALES SERVICE
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Il CRM analitico di Microsoft, funzionalità di BI per le persone, configurabili dalle persone, facilmente gestibile dalle persone
Unico strumento per: Reporting operativo
Reporting analitico (multi-dimensionale)
Reporting direzionale
Data mining
Gli utenti posso fruire delle informazioni attraverso Microsoft Excel (in modalità statica e dinamica)
Tramite interfaccia Web
Reporting Wizard
Servizi d’integrazione / ETL integrati nella piattaforma
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Dynamics CRM – Marketing Analytics
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Dynamics CRM – Sales Analytics
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Dynamics CRM – Service Analytics
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Data mining
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CRM Accelerators
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Workflow Productivity
Alcuni acceleratori
Event Management
CRM Event Notifications
Analytics
Sales Methodology
Enterprise Search
Extended Sales Forecasting
Accelerate Your People Accelerate Your Business
Accelerate Your Environment
eService
Partner Relationship Management (PRM)
Social Networking
Portal Integration
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Componenti di ogni acceleratore
• Entità, Form, Viste Dati
• Template workflow Workflow
• Report, modelli dati, tool analitici BI
• Codice sorgente Codice
• Installazione, gestione, localizzazione e estensione della soluzione Documentazione
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Microsoft Dynamics xRM
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Cos’è Microsoft Dynamics xRM?
Link al video: http://vimeo.com/11654365
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Il Puzzle delle Business Applications
Necessita di una serie di mattoncini / pezzi del puzzle in diverse aree:
Architetturali: Security (Autenticazione, Autorizzazione) Elementi in ambito “presentazione”: multilingua, griglie, form Workflow On-line/ Offline Gestione Duplicati
Deployment: On-Premise / Hosted / On the Cloud Rich/ Web/ Mobile Clients Application Packaging
Management: Analytics e Reporting Lifecycle Mgmt etc… Security Web Services
Presentation
Workflow
Offline
Business Logic
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Questi pezzi del puzzle li chiameremo ...
Dynamics Application Services
Adattabili alle necessità uniche di ogni applicazione
Da semplici a strutturate
Semplice ambiente configurazione applicativa
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Esempi di applicazioni
Citizen’s Issues Dashboard Recruit Compatibility Facility At-A-Glance
Recruiting Scorecard Employee At-A-Glance Asset Dashboard
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Grazie per l’attenzione!
Roberto Andreoli Marketing Manager, Dynamics CRM Microsoft Mobile: +39 335 833 51 60 Direct: +39 02 7039 2307 Email: [email protected] CRM Website: http://www.microsoft.com/italy/dynamics/crm Made4You Website: www.dynamicsmade4you.it Made4You Blog: http://blogs.msdn.com/made4you