Driving Productivity with
Microsoft Dynamics CRM
Presenter Name
Presenter Title
Presenter Date
Customers Drive Business Success
Effectively managing the customer lifecycle –
from marketing to sales to service – is critical to
every company’s profitability and growth.
“… companies with high customer satisfaction scores have blown the S&P 500 out
of the water, especially over the last few years. Not only have they produced higher
stock returns, but their stock values and cash flows have been less volatile.”
- Harvard Business Review, March 2007
But Traditional CRM Vendors Have Failed
“Spending has reached
an all-time high, with
expectations nearly as
lofty. But
implementation
failure rates have not
improved, nor have
ROI metrics.”
AMR Research, September 2007
“User adoption
remains a challenge,
with 33% to 47% of
customer management
applications facing
serious adoption
issues.”
AMR Research, September 2007
Now You Can Get CRM That…
Fits Your People
The right user experience for every user role
Fits Your Business
Configures quickly to meet your specific needs
Fits Your Environment
Deploys quickly and integrates existing assets
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 CRM at a Glance
•
Over 11,000 customers
•
from small to enterprise
•
Over 500,000 users in more
sales, and service
•
than 80 countries
•
Global network of software
affordable
Native Office experience for
rapid adoption
•
and services partners
• Fast, flexible, and
Full CRM suite of marketing,
Multi-language with more
than 25 languages
•
Advanced SOA / Web
services architecture
Dynamics CRM: Global Customer Base
Small Businesses
Mid-size Companies
Large Enterprises
Driving Global Customer Success
Nortel relies on the enterprise scalability and performance of
Microsoft Dynamics CRM for a global deployment of 3,000+ users.
ING configured Microsoft Dynamics CRM to deliver a more
productive global system for purchasing and vendor management.
MCF deployed Microsoft Dynamics CRM to reduce service
call times by 80% per call and order entry time by 90%.
Mitsubishi Caterpillar
Equinox uses Microsoft Dynamics CRM to drive its sales processes,
with staff productivity up 8% and manager productivity up 5%.
Cold Stone Creamery runs their membership club on Microsoft
Dynamics CRM, saving millions of dollars over three years.
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
Drive Fast and Productive Sales
A prospect requests
more information
via the web.
The lead is passed to the
right sales person to
close the opportunity.
A lead is created with
the appropriate
sales workflow.
The lead is automatically
routed to inside sales
to qualify and assign.
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
Drive Fast and Consistent Service
The lead is automatically
routed to the
best available agent.
The service case is created
with an appropriate
service workflow.
Service requests come
in via phone, web,
or other channels.
The knowledge base
is searched and solutions are
suggested.
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
Drive Fast and Effective Marketing
A new campaign is
budgeted, approved,
targeted, and executed
across multiple channels
Campaign responses
are captured;
ROI is tracked
and reported continuously
The Power of Choice for Software + Service
• Choose how you USE IT - Outlook, browser, mobile
• Choose how you GET IT - Software or service
• Choose how you BUY IT - Own it or rent it
• CHANGE it any time as your business needs change
Why Choose Microsoft CRM?
“If you know how to use any of Microsoft’s desktop
tools, you know how to use Microsoft’s CRM
product.”
- AMR Research, November 2007
““Buyers also like Microsoft Dynamics CRM’s
usability and its quick time-to-value
compared with traditional CRM applications.”
- Forrester Research, February 2007
DISCUSSION
APPENDIX
Dynamics CRM for Small Business
• Microsoft Dynamics CRM delivers solutions
for thousands of small businesses around
the world
• Key requirements:
•
Easy, intuitive user experience for
Outlook and Internet Explorer
•
Integrated marketing, sales, and service
capabilities
•
Easy configuration of reports, workflow,
and more
Small Businesses
Dynamics CRM for Midsize Companies
• Microsoft Dynamics CRM delivers solutions
for thousands of midsize companies around
the world
• Key business and IT requirements:
•
Easy, intuitive user experience for
Outlook and Internet Explorer
•
Integrated marketing, sales, and service
capabilities
•
Easy configuration of screens, workflow,
and data model
•
Web services integration
Mid-size Companies
Dynamics CRM for the Enterprise
• Microsoft Dynamics CRM delivers solutions
for hundreds of large enterprises around
the world
• Key business and IT requirements:
•
Role-tailored user experience
•
Easy configuration of screens, workflow,
and data model
•
Web services integration
•
Flexible SOA platform
•
Enterprise scalability
Large Enterprises
Microsoft Dynamics CRM Business Architecture