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Agenda
1 Customer Relationship Management (CRM) today What to look forward to with Microsoft Dynamics CRM 2011
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The need for a compelling and engaging customer experience, throughout the customer interaction life cycle, is more critical than ever.
Forrester Research, The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010,
As product and price differentiation erodes, businesses are turning to customer experience to gain market share over their competitors.
Forrester Research, The Forrester Wave, Customer Service Software Solutions, Q4 2008
Through any economic crisis, connections to customers are mandatory, or there will be no business.
Gartner, Inc. Adam Sarner and Gareth Herschel, CRM Now: Never Let a Good Crisis Go to Waste, September 28, 2009.
PC
Browser
Phone
Our sales team is too stuck in its old ways to realize the potential of new technology
Its hard to tap into office systems when sales reps are on the road
By giving your people the right tools you can amplify their impact.
Attract more prospects Close deals faster Keep customers Improve service Discover insights Enhance relationships
Familiar
Intelligent
Connected
Personal
Flexible
Actionable
Relevant
PC
Browser
Phone
Sales Productivity
Customer Care
Marketing Effectiveness
Sales Productivity
Maximize the value of relationships Track and manage sales interactions across multiple channels Automate processes to increase sales productivity Maximize sales pipeline visibility and insights
Sales Productivity
Customer Care
Marketing Effectiveness
Sales Productivity
Real-time Analytics
Lead Management Opportunity Management Account Management
360-degree customer view Sales agreements & contracts Integrated with SAP R/3
Time to create opportunity 30m1m Cross-sell opportunities up by 210% Friendly fire incidents down by 90%
Holistic customer view across org. Avg. contribution rate up by 43% Avg. problem resolution time 75%
Sales Collaboration
Pipeline Management
Order Management
Performance Management
Automated key processes Pipeline reports 2 days > 2 min Reduced sales costs by 20-30%
Streamlined purchase orders Real-time ERP Integration Reduced delivery time 85%
The notion that a lead is worked in the system until it becomes a viable contact, account, and/or opportunity, is a good way to drive positive results.
- Thomas Doerr, Project Delivery Director, CH2MHill
Customer Care
Maximize customer loyalty and lifetime relationship value
Sales Productivity
Customer Care
Marketing Effectiveness
Customer Care
Customer Loyalty Agent Productivity Service Excellence Knowledge Management
Improved agent productivity Increased 1st contact resolution Reduced call handling times
Improved bottom line by 20% Improved 1st issue resolution Consolidated data / applications
Analytics
Process Automation
Contract Management
Case Management
10x > single product sales replaced manual processes Increased service productivity
Ability to track compliance Optimized contract fulfillment Accurate pricing and terms
Multi-tier case management Dealer self-service for cases Improved service to dealers
With Microsoft Dynamics CRM, well be able to keep up with 20 percent annual increases in customer inquiry volume without having to increase staff on our Customer Care team.
- Davonne Minshew, Customer Care Manager at Hard Rock International
Marketing Effectiveness
Target the right campaigns to the right audience
Sales Productivity
Customer Care
Marketing Effectiveness
Marketing Effectiveness
Real-time Analytics Marketing Planning Needs Analysis Segmentation
Real-time reports and analytics Empowered marketing staff Streamlined marketing ops.
Lead Management
Campaign Management
Process Automation
Performance Management
Holistic lead management process Reduced qualification time by 87% Increased lead quality by 75%
Pinpoint campaigns and offers 1,000 new customers in 1 campaign 93% season ticket holder renewal
Integration to ext/internal systems Intelligent lead distribution Streamlined sales matches by 25%
Streamlined Birthday Program Increased membership 7-fold Reduced lead costs 80 to pennies
Our objective is to build interactive relationships with ice cream lovers and to provide them with the
ultimate ice cream experience. Microsoft Dynamics CRM provides us the ability to better serve our customers by delivering relevant communications and the innovative products they desire.
- Heather Dorr, Senior Marketing of Marketing Information Systems, Cold Stone Creamery
Property Management
Fleet Management
Microsoft Dynamics CRM 2011 is easily customized to support Extended CRM scenarios
Case Management
Task Management
Event Management
Extended CRM
Sales Productivity
Customer Care
Marketing Effectiveness
Over 12 Applications Education, contractor and auditing Reduced application development time by 75%
Real estate development and investment management apps Rapid customization and development
Franchise Management
Partner Management
Grant Management
Renewal Management
Property Development and Franchise Management Operations and Legal Compliance Winner Excellence in Extending Dynamics CRM
Core business applications Customer and supplier management Reduced application development time by more than 50%
Over 15 applications Charitable event & fundraising Reduced development time by 75%
Mission-critical, multi-tenant CRM platform serves the unique needs of over 50 clients worldwide.
Before, we had a distributed application architecture of 10 to 15 point solutions, Now, we're standardizing many applications onto the platform. Not only do we get functionality but we also get automated workflows, mail-merge capabilities, and a detailed out-of-the box portfolio of other tools to work with."
John Lomnicki, Enterprise Architect, ELCA Board of Pensions.
Hosters
Implementation Support Education Industry and regional expertise Plug-ins and developer extensions Vertical and industry applications
www.microsoft.com/dynamics/marketplace
The future of productivity organizations will save, innovate and grow as their people benefit from working across the PC, phone and browser Stephen Elop, president, Microsoft Business Division
For Office 2010: Forrester constructed a Total Economic Impact framework for a composite organization and found the ROI to be 301 percent with a payback period of 7.4 months after deployment a savings of more than two work weeks per year.
Financial Services
Professional Services
Manufacturing
Public Sector
Enterprise Momentum
United States Air Force | Task management | 24x increase in task visibility | 60% reduction in contractor support | 90% reduction in storage requirements | $3 million cost savings annually
United States Department of Agriculture | Conservation management, grants management, disaster response, application review | Tracks documents in MOSS 2007 and maps farm plats in Virtual Earth
UK Department of Work and Pensions | Constituent service | Consolidates and load balances customer call back functions of 23 regional contact centers to a single national network
ING | Vendor management | 85 million customers in 40 countries worldwide | Manages internal & external relationships for world-class procurement | Configures workflows to trigger activities & tasks
Barclays Bank PLC | Customer service | 25% reduction in customer complaints | 15% increase in customer satisfaction | 22% reduction in cost-per-incident
Shanghai Pudong Development Bank | Sales force automation and analysis | 600,000 VIP accounts | 21 branches | Leveraging basic reporting, data mining, and dashboards
Hilton Hotels | Sales, opportunity, and event management | 3,200 hotels worldwide | Developing and integrating to a custom .Net application for inventory with Accenture
Benefits
Deliver User Choice Increased Adoption
REDUCED MANAGEMENT
No patching, maintenance Faster deployment Robust multi-layered security Reliability and fault-tolerance
INCREASED PRODUCTIVITY
Latest software for users Internet collaboration Anywhere access Instant self-provisioning
SaaS continues to grow in importance. As recently as 2009, in markets like CRM, SaaS accounted for 20% of enterprise application spend.
Gartner, Inc., Public Cloud Infrastructure Helps SaaS Vendor Economics, June 4, 2010.
Help all users increase productivity Close more deals Improve customer satisfaction Deliver innovation Drive operational excellence Reduce costs
Excite
Customer Care
Marketing Automation
Product excellence
2nd year to hold a leadership position in the Gartner CRM Customer Service Contact Center MQ Ranked as a Leader in the Forrester Wave Report for CRM Suites Customer Service Solutions Awarded the highest absolute score in Forrester Wave Reports for large & midsized organizations
Customer success
Jelly Belly received CRM Magazine Market Elite Award for CRM Customer Service Municipal Government of Coamo received CRM Magazine Customer Service Elite Award